Quotes from Oscar Munoz

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.

I am a first-generation college graduate, and I'm proud to say that most of my other siblings have college degrees as well. 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.

I am thrilled to return full time to a job and the employees I love.

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.

We have some inherent cost and infrastructure issues that are difficult to deal with, no questions. From my perspective, we have to work on the revenue side primarily. We've lost some customers. We need to rebuild the trust with those customers and get them back.

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.

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.

We're going to teach and broaden sort of the cultural impact of respect and dignity, regardless of where you're sitting. And that's why we've said once you've boarded an aircraft, we're not going to take you off except for safety and security.

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.

I was hired to make United better, and that's what we'll do.

There are no more holes in my management lineup.

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.

It's so important that we tell customers what's going on as best as we can. And we're trying to do that. We don't often know ourselves, for so many different factors, but reliability, flexibility, and information are the three critical customer service orientations.

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.

I represent the interests of almost 90,000 human beings in our system. That's by far my first and foremost commitment.

Everyone has images in their mind of what to expect from different groups.

The level of improvement has been great across the industry, and we have improved along with everyone.

When LeBron James shows up at your doorstep, you're going to let him practice with your team if not join the team.

We have to realize we have millions of human beings traveling on our equipment.

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.

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.

It's a new era with regard to social media. It's just something that we have to adapt to and accept.

I believe we must go further in redefining what United's corporate citizenship looks like in our society... and we intend to live up to those higher expectations in the way we embody social responsibility and civic leadership everywhere we operate.

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.