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

That, ladies and gentlemen, was not a caring thought.

Oscar Munoz

travel

Ultimately, this whole thing is about trust, you have the right to demand the highest level of performance from us.

Oscar Munoz

latest-headlines

We put our folks in bad places when we give such definitive, specific, concrete, rigid rules that they’re not allowed to show a little caring and compassion.

Oscar Munoz

latest-headlines

It's been a long journey, today's agreement honors the invaluable role that our flight attendants contribute to United's success.

Oscar Munoz

company-news

We remain laser focused on getting contracts like these for our flight attendants and technicians, we'll keep working closely with the unions to make that happen.

Oscar Munoz

company-news

Although we are disappointed by this outcome we are eager to get right back to the table.

Oscar Munoz

us-news

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

Oscar Munoz

game just strategy communication

Uncertainty always creates doubt, and doubt creates fear.

Oscar Munoz

always uncertainty doubt 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.

Oscar Munoz

customer us service experience

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

you responsibility work way

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.

Oscar Munoz

moment family work people

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

Oscar Munoz

day technology age world

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

Oscar Munoz

employees been implementation honest

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.

Oscar Munoz

customer best service important

There are no more holes in my management lineup.

Oscar Munoz

lineup more holes management

If you feel anything weird, immediately call 911 and give them your address because you may not make it past the phone call.

Oscar Munoz

phone-call feel you past

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

respect situation matter remember

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

Oscar Munoz

somewhere who service people

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

customer meet doing you

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

rules moment procedures sometimes