I can't tell you how many thousands of small moments that I've had with employees in our company that have been nothing more than a one-on-one. I'll see the baggage-services person, he or she is by himself. I'll pull them off to the side and have a 15-minute conversation about their history, their life, that kind of thing.

Oscar Munoz

Uncertainty always creates doubt, and doubt creates fear.

Oscar Munoz

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.

Oscar Munoz

Communication and communication strategy is not just part of the game - it is the game.

Oscar Munoz

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.

Oscar Munoz

We are market based and have to differentiate our product in many ways; pricing isn't the only one.

Oscar Munoz

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.

Oscar Munoz

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.

Oscar Munoz

Our employees and competitors thought we were docile. We want to be defiantly disruptive. I don't mean necessarily by launching price wars but by being the best at the basics - having the best customer service, the best on-time performance, the best coffee - in a thoughtful, not a testosterone-laced, way.

Oscar Munoz

It is important that we win back the trust of employees first, then customers.

Oscar Munoz

United's 2015 earnings were one of the best in the company's history.

Oscar Munoz

If I have any strength that would be considered above average, it is that I can read people.

Oscar Munoz

We are deeply sorry for the loss of anything - from your luggage to, of course, a loved pet.

Oscar Munoz

It is a free world. It is a dynamic of our new day and age: technology is everywhere.

Oscar Munoz

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.

Oscar Munoz

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.

Oscar Munoz

For me, it's common sense to treat other people like you would like to be treated. Empathy is a broad concept, but how do you get there? People get there differently. I get there by truly building a little trust and connection. You'll tell me something, I'll act on it, and then that builds on itself.

Oscar Munoz

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.

Oscar Munoz

In the telecommunications, consumer products, and railway businesses, there are very real consequences if you don't meet the consumer's needs and desires. There are also substantive rewards for doing so, and especially for exceeding customer expectations.

Oscar Munoz

It's the human approach to customers that I want to bring back.

Oscar Munoz

I deeply apologize to the customer forcibly removed and to all the customers aboard. No one should ever be mistreated this way. I want you to know that we take full responsibility, and we will work to make it right. It's never too late to do the right thing.

Oscar Munoz