Quotes from Oscar Munoz

Let's be honest: the implementation of the United and Continental merger has been rocky for customers and employees.

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

At the end of the day, the differential, I believe, on the airline space has got to be about the product and the service that you provide. And again, I can't express that enough. That comes from people. It is a people business, and my primary focus is to get our 84,000-plus people back aligned, back engaged, and back focused on our customer.

It is my mission to ensure we make the changes needed to provide our customers with the highest level of service and the deepest sense of respect. Ultimately, our actions will speak louder than words.

Somewhere in the mix, we forgot the very critical people who deliver the service.

If you fly and you look around today and you see our United family, you see them incredibly motivated and focused on making things right.

The process of overbooking is a complicated one. It's actually minimal. We, on certain flights, overbook by one or two people.

Uncertainty always creates doubt, and doubt creates fear.

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.

We didn't have nine brands of cereal at home. We'd line up to fill our bowls from a giant vat of oatmeal.

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.

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.

Uncertainly always creates doubt, and doubt creates fear.

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

Our progress isn't just limited to the operation. Financially, we have been performing well. United's 2015 earnings were one of the best in the company's history, and we made significant progress shrinking the margin gap with our closest competitors, strengthening our balance sheet, and returning significant cash to shareholders.

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.

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

Clearly, on a visceral human front, I oppose any wall, anywhere, between any people - period.

Simply put, we haven't lived up to your expectations... That's going to change.