Top 30 Oscar Munoz Quotes

We are deeply sorry for the loss of anything – from your luggage to, of course, a loved pet.

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

We didn’t have nine brands of cereal at home. We’d line up to fill our bowls from a giant vat of oatmeal.

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.

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 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.

It’s the human approach to customers that I want to bring back.

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.

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.

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.

I think my reaction to most issues is to get the facts and circumstances.

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

I am a first-generation college graduate, and I’m proud to say that most of my other siblings have college degrees as well. Our parents taught us to work hard and never forget our family roots, where we came from, and how much effort it took to get to where we are today.

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

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.

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.

When LeBron James shows up at your doorstep, you’re going to let him practice with your team if not join the team.

It’s a new era with regard to social media. It’s just something that we have to adapt to and accept.

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

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.

We’re going to teach and broaden sort of the cultural impact of respect and dignity, regardless of where you’re sitting. And that’s why we’ve said once you’ve boarded an aircraft, we’re not going to take you off except for safety and security.

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.

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.

The airline industry has been closely watching, monitoring, exactly what the rail industry has done.

We are not going to put a law enforcement official onto a plane to take them off… to remove a booked, paid, seated passenger. We can’t do that.

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

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

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.

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.

Uncertainty always creates doubt, and doubt creates fear.