There is no need to purchase new equipment and service for employees. All they need to do is upgrade the operating system to this Multi-Mode piece.

You can't tie employees' hands with cumbersome policies and procedures and expect them to provide exceptional service. It's also important to let employees know that it is OK to make a mistake in the process of working to win customer satisfaction.

To be very parochial, most of our employees are implementers and very focused on customers and customer service. We still need the guys and gals who drive the trucks, and I think this is a great opportunity for all of us.

By working together, we can build a strong, unified passenger service group and protect and improve conditions for employees that both unions represent at US Airways,

We will do an in-house service. If they will get their employees together, we'll go in and address those issues that they're losing points on routinely.

If there's a morale problem at United Airlines, the employees aren't telling people about it. Their service is at the cutting edge of excellence.