Inspirational Quotes from Oscar Munoz

Uncertainty always creates doubt, and doubt creates fear.

Oscar Munoz

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.

Oscar Munoz

We are market based and have to differentiate our product in many ways; pricing isn’t the only one.

Oscar Munoz

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

Oscar Munoz

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

Oscar Munoz

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

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

I think the hardest thing that, historically, the industry may have relied upon is that we can’t control weather, we can’t control air traffic control, and use that at the end of the day as an excuse. Things do happen – we know they happen. We don’t exactly know when they are going to happen, but we should definitely be prepped.

Oscar Munoz

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

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

Oscar Munoz

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.

Oscar Munoz

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

Oscar Munoz

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.

Oscar Munoz

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

Oscar Munoz

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

Oscar Munoz

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

Oscar Munoz

At United, I will dedicate myself to making our airline flyer-friendly.

Oscar Munoz

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.

Oscar Munoz

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

There are no more holes in my management lineup.

Oscar Munoz

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

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.

Oscar Munoz

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.

Oscar Munoz

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.

Oscar Munoz

I represent the interests of almost 90,000 human beings in our system. That’s by far my first and foremost commitment.

Oscar Munoz

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.

Oscar Munoz

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.

Oscar Munoz

As board members, we only meet infrequently and are not as engaged with the front line, necessarily. The first thing I did as CEO was I left this board room.

Oscar Munoz

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

Oscar Munoz

We are committed to re-earning your trust.

Oscar Munoz

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.

Oscar Munoz

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.

Oscar Munoz

The level of improvement has been great across the industry, and we have improved along with everyone.

Oscar Munoz

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.

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.

Oscar Munoz

I am thrilled to return full time to a job and the employees I love.

Oscar Munoz

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

Oscar Munoz

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.

Oscar Munoz

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

Oscar Munoz

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

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

Oscar Munoz

United’s 2015 earnings were one of the best in the company’s history.

Oscar Munoz

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

Oscar Munoz

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

Oscar Munoz

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.

Oscar Munoz

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

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.

Oscar Munoz

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.

Oscar Munoz

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

Oscar Munoz

We have not provided our frontline supervisors and managers and individuals with the proper procedures that would allow them to use their common sense.

Oscar Munoz

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.

Oscar Munoz

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

Oscar Munoz

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