Subject: A message from new United CEO Oscar Munoz
From: "United Airlines" <[email-masked]>
To: <[email-masked]>
Date: Tue, 15 Sep 2015 13:23:11 -0700

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Dear Robert,

I was recently named the president and CEO of United® and would like to take a few moments of your time to introduce myself to you, our valued customer.

I am excited about the incredible opportunity that the United team has to improve the travel experience essential to the vitality of global business and to the personal lives of millions of people. I want us to be your first choice for every trip you take, and we will put in the work needed to get there.

This goal can be achieved by delivering on three things that I believe are critical to any successful business.

First, we must focus on our customers. Getting you to your destination, on schedule, can make or break your ability to succeed in a work endeavor or to hug a family member at an important moment. If our performance has not met your expectations, I want you to know I'm committed to learning how to better meet your needs and desires.

Second, it's all about teamwork. To get you where you want to go safely and happily requires thousands of us working together with a shared purpose.

Third, this is a company and an industry that demands innovation. We are embracing the changes, and will continue to innovate with the goal of providing our customers better performance, service and products.

Above all, our passion for the safety of our customers and our people will be at the core of everything we do.

My co-workers and I will work each and every day to earn your loyalty by holding true to these principles. We can do better, and will keep listening to our customers to become the top-performing airline. My goal is for you to be as proud to fly United as I am to lead United.

Thank you for flying United.

Oscar Munoz

President and CEO, United Airlines

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