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.
— Oscar Munoz
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.
We are committed to re-earning your trust.
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.
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.
If you feel anything weird, immediately call 911 and give them your address because you may not make it past the phone call.
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.
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 is about the entire experience. It's not just a new seat. It's not just new meals. It's not just better wines.
Let's be honest: the implementation of the United and Continental merger has been rocky for customers and employees.
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.
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.
When LeBron James shows up at your doorstep, you're going to let him practice with your team if not join the team.
The level of improvement has been great across the industry, and we have improved along with everyone.
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.
We are market based and have to differentiate our product in many ways; pricing isn't the only one.
I represent the interests of almost 90,000 human beings in our system. That's by far my first and foremost commitment.
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.
There are no more holes in my management lineup.
