Uncertainty always creates doubt, and doubt creates fear.
We are market based and have to differentiate our product in many ways; pricing isn't the only one.
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.
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.
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.
It's the human approach to customers that I want to bring back.
United's 2015 earnings were one of the best in the company's history.
Communication and communication strategy is not just part of the game - it is the game.
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.
Clearly, on a visceral human front, I oppose any wall, anywhere, between any people - period.
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.
If I have any strength that would be considered above average, it is that I can read people.
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.
We are deeply sorry for the loss of anything - from your luggage to, of course, a loved pet.
We have significant work to be done. We have old, antiquated systems. Remember the 8-track tape player? Think of that as our core system, and we're living in a world where everybody has an iPhone.
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.
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.
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.
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 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.
