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

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 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.

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

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.

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.

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