Oscar Munoz

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

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.

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

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.

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.

If I have any strength that would be considered above average, it is that I can read people.

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.

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.

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

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.

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

I feel most comfortable in the hangars and ramps.