Oscar Munoz

Clearly, on a visceral human front, I oppose any wall, anywhere, between any people - period.

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

I think we need to communicate more effectively how we treat you with respect and dignity as a customer.

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

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 have such rigid rules, sometimes, that they don't have to be rules. They can be policies and procedures that can be adapted for the moment.

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

Our employees and competitors thought we were docile. We want to be defiantly disruptive. I don't mean necessarily by launching price wars but by being the best at the basics - having the best customer service, the best on-time performance, the best coffee - in a thoughtful, not a testosterone-laced, way.

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.

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

The process of overbooking is a complicated one. It's actually minimal. We, on certain flights, overbook by one or two people.