FIRST AIRED: May 2, 2017

Nice work! Enjoy the show!

×

You’re busy. We get it.

Stay on top of the news with our Editor’s Picks newsletter.

US Edition
Intl. Edition
Unsubscribe at any time. One click, it’s gone.

Thanks for signing up!

×

Transcript

00:00:00
>>
MUSIC]
00:00:05
Our employees did not have the authority to do what was right, or to use, frankly, their common sense, as saw in the outline. And in that moment, for our customers, and our company, we failed. And so as CEO, at the end of the day that is on me, and this has to be a turning point for the 87,000 people and professionals here at United.
00:00:25
And it is my mission to make sure that we make the changes needed to provide our customers with the highest level of service, of course, that you've come to respect. Reliability, but also as some of you meant, a deep, deeper sense of respect and trust and dignity. We had a horrible failure three weeks ago, it is not who we are, it is not this company, and then frankly, it's not this industry.
00:00:46
We will work incredibly hard to re-earn, not your business necessarily, but your trust, cuz that's the most important thing that we have with our customers all around the world. And more importantly, as we've proven over the course of the last week, our actions will speak indefinitely longer than our words.
00:01:02
We will do better.