Oscar Munoz

United spent $1.2 billion repurchasing shares in 2015 and plans to spend $1.5 billion on share repurchases in the first quarter of 2016. We have a lot of positive momentum, but this is just the beginning.

We have some inherent cost and infrastructure issues that are difficult to deal with, no questions. From my perspective, we have to work on the revenue side primarily. We've lost some customers. We need to rebuild the trust with those customers and get them back.

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.

I believe we must go further in redefining what United's corporate citizenship looks like in our society... and we intend to live up to those higher expectations in the way we embody social responsibility and civic leadership everywhere we operate.

It is important that we win back the trust of employees first, then customers.

We are committed to re-earning your trust.

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.

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.

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

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.

You forget sometimes that the people you're carrying are human.

We have to realize we have millions of human beings traveling on our equipment.