Quotes of All Topics . Occasions . Authors
We are committed to re-earning your trust.
There are no more holes in my management lineup.
Everyone eventually matches or leapfrogs everyone else.
Uncertainty always creates doubt, and doubt creates fear.
I was hired to make United better, and that's what we'll do.
You forget sometimes that the people you're carrying are human.
I am thrilled to return full time to a job and the employees I love.
United's 2015 earnings were one of the best in the company's history.
At United, I will dedicate myself to making our airline flyer-friendly.
I think my reaction to most issues is to get the facts and circumstances.
Everyone has images in their mind of what to expect from different groups.
It is important that we win back the trust of employees first, then customers.
We have to realize we have millions of human beings traveling on our equipment.
Somewhere in the mix, we forgot the very critical people who deliver the service.
It is a free world. It is a dynamic of our new day and age: technology is everywhere.
Communication and communication strategy is not just part of the game - it is the game.
If I have any strength that would be considered above average, it is that I can read people.
We are deeply sorry for the loss of anything - from your luggage to, of course, a loved pet.
Clearly, on a visceral human front, I oppose any wall, anywhere, between any people - period.
We are market based and have to differentiate our product in many ways; pricing isn't the only one.
The airline industry has been closely watching, monitoring, exactly what the rail industry has done.
It's a new era with regard to social media. It's just something that we have to adapt to and accept.
The level of improvement has been great across the industry, and we have improved along with everyone.
I think we need to communicate more effectively how we treat you with respect and dignity as a customer.
We didn't have nine brands of cereal at home. We'd line up to fill our bowls from a giant vat of oatmeal.
It is about the entire experience. It's not just a new seat. It's not just new meals. It's not just better wines.
When LeBron James shows up at your doorstep, you're going to let him practice with your team if not join the team.
Let's be honest: the implementation of the United and Continental merger has been rocky for customers and employees.
I represent the interests of almost 90,000 human beings in our system. That's by far my first and foremost commitment.
I think we have a thriving economic engine between not only the U.S. and Mexico but the U.S. and many, many other countries.
If you feel anything weird, immediately call 911 and give them your address because you may not make it past the phone call.
I feel terrific - my mind, my energy, my focus continues to be what it always has been, and I have a renewed sense of purpose.
The process of overbooking is a complicated one. It's actually minimal. We, on certain flights, overbook by one or two people.
We have such rigid rules, sometimes, that they don't have to be rules. They can be policies and procedures that can be adapted for the moment.
We had taken the cups for coffee out of the building as a cost-saving measure, but left the coffee. Somebody thought it was symbolic to do this.
We are not going to put a law enforcement official onto a plane to take them off... to remove a booked, paid, seated passenger. We can't do that.
We set out to reinvent the whole business class experience. We went back to re-engineer everything we had thought about and made sleep a priority.
Our parents taught us to work hard and never forget our family roots, where we came from, and how much effort it took to get to where we are today.
We have not provided our frontline supervisors and managers and individuals with the proper procedures that would allow them to use their common sense.
As board members, we only meet infrequently and are not as engaged with the front line, necessarily. The first thing I did as CEO was I left this board room.
Treating our customers and each other with respect and dignity is at the core of who we are, and we must always remember this no matter how challenging the situation.
I think one of the things that, at least, I found out over - and many have in the industry - is that of all the customer service desires and needs, price is one of them.
This is a pattern-bargaining industry, like railroads. You need to pay market to get a contract at all, and without contracts, you have a poor relationship with workers.
We are dedicated to setting the standard for customer service among U.S. airlines, as we elevate the experience our customers have with us from booking to baggage claim.
Getting people where they want to go, reliably and happily, can make or break their ability to succeed in a work endeavor or to hug a family member at an important moment.
I'm told by our internal surveys that we take of customers - by customers themselves directly and by a very large group of our employees - that there's a new spirit at United.
To get our passengers where they want to go safely and happily requires thousands of us working together with a shared purpose of supporting each other in serving our customers.
Clearly, nutrition is great. I was a vegan, so being an athlete and a vegan certainly sounds like it would be the right thing to prevent something like heart disease, but it's highly genetic.
We have significant work to be done. We have old, antiquated systems. Remember the 8-track tape player? Think of that as our core system, and we're living in a world where everybody has an iPhone.
We will not only be more flexible when it comes to price, we'll also be more efficient operationally by forgoing pre-assigned seating, priority boarding, upgrading the option for last-minute changes.