1 00:00:02,040 --> 00:00:05,800 Speaker 1: Five weeks after being named CEO of United Airlines, Oscar 2 00:00:05,880 --> 00:00:09,080 Speaker 1: Munos had a heart attack. Two months later, with a 3 00:00:09,119 --> 00:00:11,600 Speaker 1: new heart, he was back at work, where he was 4 00:00:11,680 --> 00:00:15,240 Speaker 1: faced with a company in disarray. His predecessor, Jeff's Missik, 5 00:00:15,320 --> 00:00:17,880 Speaker 1: had been caught in a federal corruption probe, and the 6 00:00:17,920 --> 00:00:21,680 Speaker 1: airline was still not fully integrated with Continental Airlines after 7 00:00:21,720 --> 00:00:25,200 Speaker 1: the merger of the two companies. Over the course of 8 00:00:25,200 --> 00:00:29,560 Speaker 1: the following year, Munos largely succeeded in turning around the airline, 9 00:00:29,760 --> 00:00:34,400 Speaker 1: boosting on time performance and renegotiating worker contracts. You knows 10 00:00:34,479 --> 00:00:37,400 Speaker 1: was so successful in his role that pr Week named 11 00:00:37,440 --> 00:00:41,519 Speaker 1: him the Communicator of the Year in March of However, 12 00:00:41,600 --> 00:00:45,320 Speaker 1: one month later, Minos faced another test after a ticketed 13 00:00:45,440 --> 00:00:49,040 Speaker 1: United passenger was forcefully removed from a flight, becoming a 14 00:00:49,200 --> 00:00:52,440 Speaker 1: national news story and a major headache for the company. 15 00:00:52,600 --> 00:00:55,480 Speaker 1: In the wake of the controversy, the United board decided 16 00:00:55,520 --> 00:00:58,480 Speaker 1: that Munos would not take over as chairman of the company, 17 00:00:58,760 --> 00:01:01,280 Speaker 1: as had been originally plug end, but he was able 18 00:01:01,320 --> 00:01:04,800 Speaker 1: to keep his job, although his salary for was just 19 00:01:05,000 --> 00:01:08,920 Speaker 1: half of what it was in He recently sat down 20 00:01:08,920 --> 00:01:12,360 Speaker 1: with Carlisle Group co founder David Rubenstein They spoke on 21 00:01:12,440 --> 00:01:17,120 Speaker 1: David Rubenstein's Bloomberg television program Peer to Peer Conversations. First, 22 00:01:17,160 --> 00:01:20,080 Speaker 1: I want to talk about an incredible story that many 23 00:01:20,120 --> 00:01:22,840 Speaker 1: here may not be familiar with. So let's talk about 24 00:01:22,880 --> 00:01:26,479 Speaker 1: your background initially to get to this story. You grew 25 00:01:26,560 --> 00:01:31,039 Speaker 1: up in California and you had eight siblings. I do, 26 00:01:31,880 --> 00:01:34,039 Speaker 1: And what does that like? I'm an only child. What 27 00:01:34,080 --> 00:01:36,520 Speaker 1: was it like when you have eight siblings? Is that 28 00:01:36,600 --> 00:01:39,520 Speaker 1: easy to do? Or if you're an only child, it's 29 00:01:39,520 --> 00:01:41,840 Speaker 1: probably hard to reference a good point of view? But 30 00:01:42,400 --> 00:01:45,759 Speaker 1: now it was hectic, it was crazy. Um, we shared everything. 31 00:01:46,080 --> 00:01:49,160 Speaker 1: We had first and second lunch because we couldn't fit 32 00:01:49,200 --> 00:01:52,080 Speaker 1: everybody at the first table. Um. When I first brought 33 00:01:52,160 --> 00:01:56,440 Speaker 1: my wife home for Thanksgiving, UM, I said, okay, honey, 34 00:01:56,480 --> 00:01:59,520 Speaker 1: let's just get ready. Okay, because this will be not normal. 35 00:01:59,720 --> 00:02:01,760 Speaker 1: It was great when you're growing up, you were a 36 00:02:01,840 --> 00:02:03,680 Speaker 1: must have been a good student. You got into Harvard, 37 00:02:04,280 --> 00:02:07,560 Speaker 1: then you chose not to go. Why was that? It 38 00:02:07,680 --> 00:02:10,720 Speaker 1: was an awkward moment? Um, I'm the first goal to 39 00:02:11,440 --> 00:02:15,520 Speaker 1: college came blue collar family. Uh, and we were invited 40 00:02:15,520 --> 00:02:19,160 Speaker 1: to an event that was a black tie optional event. 41 00:02:19,600 --> 00:02:21,640 Speaker 1: I don't know what that means at that time, and 42 00:02:21,840 --> 00:02:24,320 Speaker 1: my dad certainly didn't. And we had to walk across. 43 00:02:24,400 --> 00:02:26,120 Speaker 1: First of all, we got stopped at the door because 44 00:02:26,880 --> 00:02:28,799 Speaker 1: they said you must be lost because it the way 45 00:02:28,800 --> 00:02:30,560 Speaker 1: we were dressed. And I had to remember I was 46 00:02:30,560 --> 00:02:33,440 Speaker 1: in high school. My hair was down to here. I 47 00:02:33,440 --> 00:02:35,560 Speaker 1: grew up in Huntington Beach, so it was a surfer kid, 48 00:02:35,600 --> 00:02:37,680 Speaker 1: and my hair was red and long and ratty, and 49 00:02:37,880 --> 00:02:41,359 Speaker 1: I thought I looked good. Um, So walking across a 50 00:02:41,440 --> 00:02:43,880 Speaker 1: room of this size with all eyes upon you, and 51 00:02:43,919 --> 00:02:46,920 Speaker 1: then sitting at a table where everybody asking you questions 52 00:02:46,919 --> 00:02:48,880 Speaker 1: like who are you? What's your major? And none of 53 00:02:48,919 --> 00:02:50,399 Speaker 1: the none of things that I knew. So I knew 54 00:02:50,440 --> 00:02:52,760 Speaker 1: that wasn't quite the right fit. And Southern cal was 55 00:02:52,840 --> 00:02:55,640 Speaker 1: just closer to home in a great university. Have you 56 00:02:55,639 --> 00:02:57,440 Speaker 1: ever thought when you could have accomplished with your life 57 00:02:57,440 --> 00:03:01,200 Speaker 1: head you're going to Harvard? God knows that could be 58 00:03:01,320 --> 00:03:12,720 Speaker 1: in that seaton, right. So, Um, you went to U 59 00:03:12,800 --> 00:03:16,919 Speaker 1: s C. University of Southern California, and obviously did well. 60 00:03:17,240 --> 00:03:19,720 Speaker 1: You work your way up and ultimately you find yourself 61 00:03:19,760 --> 00:03:23,919 Speaker 1: at CSX, a railroad company, and you were working your weapon. 62 00:03:23,960 --> 00:03:28,600 Speaker 1: You were president and CEO. Is that correct? You're probably 63 00:03:28,600 --> 00:03:31,160 Speaker 1: about ready to be made CEO, and at the same 64 00:03:31,200 --> 00:03:34,400 Speaker 1: time you're on the board of a company called United Airlines. 65 00:03:35,440 --> 00:03:38,600 Speaker 1: So one day, Um, there's a need to have a 66 00:03:38,640 --> 00:03:40,960 Speaker 1: new CEO and they asked you to be the CEO. 67 00:03:41,040 --> 00:03:45,040 Speaker 1: And why did you want to leave Florida for Chicago? 68 00:03:45,320 --> 00:03:46,680 Speaker 1: And why did you want to give up running a 69 00:03:46,760 --> 00:03:49,680 Speaker 1: railroad which is maybe not as complicated as running an airline. 70 00:03:49,680 --> 00:03:51,040 Speaker 1: Why did you do want to do that? One of 71 00:03:51,040 --> 00:03:53,680 Speaker 1: the more complicated questions in my life right Uh. And 72 00:03:53,760 --> 00:03:55,640 Speaker 1: to add to that, by the way, my first daughter 73 00:03:55,680 --> 00:03:58,400 Speaker 1: was getting married, um, right around that time frame, and 74 00:03:58,440 --> 00:04:01,760 Speaker 1: we had the wedding plan. My wife entire sole interest 75 00:04:01,840 --> 00:04:05,440 Speaker 1: over the course of that momentous decision was you better 76 00:04:05,480 --> 00:04:09,280 Speaker 1: get your father the bride speech done. But now it 77 00:04:09,320 --> 00:04:11,440 Speaker 1: was a difficult It's listen, I and there's some friends 78 00:04:11,440 --> 00:04:13,480 Speaker 1: from CSX that are here today and it was a 79 00:04:13,520 --> 00:04:16,479 Speaker 1: wonderful place. Frankly, I just thought I had another turnaround 80 00:04:16,480 --> 00:04:19,120 Speaker 1: in me a and b Um, when you meet the 81 00:04:19,120 --> 00:04:22,560 Speaker 1: people of United and what we needed at United was 82 00:04:23,080 --> 00:04:26,120 Speaker 1: someone that could relate to the everyday folks that we 83 00:04:26,120 --> 00:04:27,520 Speaker 1: work with, and I thought I could do that better 84 00:04:27,600 --> 00:04:30,479 Speaker 1: than the most So one month after you take this job, 85 00:04:30,720 --> 00:04:33,800 Speaker 1: you get a heart attack. You never go to any 86 00:04:33,800 --> 00:04:37,880 Speaker 1: conversation without this one. But thirty eight days to be exact. 87 00:04:37,920 --> 00:04:40,240 Speaker 1: All right, So did you think maybe you had taken 88 00:04:40,279 --> 00:04:43,479 Speaker 1: the wrong job? It was too much pressure? And you 89 00:04:43,520 --> 00:04:46,520 Speaker 1: know you were a vegan and you were an exerciser 90 00:04:46,880 --> 00:04:53,000 Speaker 1: and you run marathons or so what went wrong? Um? 91 00:04:53,040 --> 00:04:55,240 Speaker 1: So it's a quick public service announcement to all of 92 00:04:55,279 --> 00:04:58,360 Speaker 1: us in the room. Heart disease is the biggest killer 93 00:04:58,400 --> 00:05:01,640 Speaker 1: in America. To be serious, Um, most the reason why 94 00:05:01,680 --> 00:05:03,960 Speaker 1: is most of us don't know we have it. My 95 00:05:04,080 --> 00:05:07,240 Speaker 1: family background didn't allow me to understand a lot of 96 00:05:07,240 --> 00:05:10,760 Speaker 1: my history. And so again, being relatively fit and eating 97 00:05:10,760 --> 00:05:13,679 Speaker 1: crazy like a vegan, you think that nothing would happen, 98 00:05:13,760 --> 00:05:16,120 Speaker 1: and something did. And I think when you talk to cardiologis, 99 00:05:16,240 --> 00:05:19,159 Speaker 1: we talked to hard specialists. Unfortunately. You know some of 100 00:05:19,160 --> 00:05:21,679 Speaker 1: the things internal you're plumbing is what affects you. So 101 00:05:21,680 --> 00:05:23,680 Speaker 1: so you have your heart attack and then they come 102 00:05:23,680 --> 00:05:27,000 Speaker 1: in and say, guess what, you need a heart transplant? Yeah, 103 00:05:27,080 --> 00:05:29,440 Speaker 1: so were you a little surprised about that? It was 104 00:05:29,440 --> 00:05:31,880 Speaker 1: a little surprised and a little hesitant. Um. You know, 105 00:05:31,920 --> 00:05:34,840 Speaker 1: they talk about the fact that heart transplant surgeries are 106 00:05:34,920 --> 00:05:40,160 Speaker 1: ninety three percent uh successful the actual surgery, and of 107 00:05:40,160 --> 00:05:42,640 Speaker 1: course us being who we are, it's like, so what 108 00:05:42,720 --> 00:05:47,200 Speaker 1: happens to the seven percent? Not a good answer on 109 00:05:47,240 --> 00:05:48,560 Speaker 1: that one, by the way, So when they came in 110 00:05:48,600 --> 00:05:50,880 Speaker 1: and told you you needed a heart transplant, did you 111 00:05:51,120 --> 00:05:53,839 Speaker 1: ask for a second opinion or anything like that. We 112 00:05:53,880 --> 00:05:56,400 Speaker 1: did travel around and I'm unfortunate enough to know people 113 00:05:56,440 --> 00:05:58,720 Speaker 1: all over the country, and I was trying to figure 114 00:05:58,720 --> 00:06:00,440 Speaker 1: out if there was something else because more to us 115 00:06:00,640 --> 00:06:02,600 Speaker 1: guys in particular, I think we can fix things. Right. 116 00:06:02,600 --> 00:06:05,440 Speaker 1: It's like I'll just you know, run it off or something. Um. 117 00:06:05,520 --> 00:06:07,840 Speaker 1: That is not true, ladies and gentlemen, you cannot fix 118 00:06:07,920 --> 00:06:10,279 Speaker 1: these things. And what the doctors around the world that 119 00:06:10,320 --> 00:06:13,000 Speaker 1: I trust and no told me, They said, sit your 120 00:06:13,000 --> 00:06:15,000 Speaker 1: butt down and get the surgery because that's the only 121 00:06:15,000 --> 00:06:17,160 Speaker 1: way you're gonna live. Okay, It's one thing to say 122 00:06:17,240 --> 00:06:19,240 Speaker 1: you need a hard transplant, but you gotta get a heart. 123 00:06:19,480 --> 00:06:21,480 Speaker 1: So I don't get the weight online for a long time. 124 00:06:21,520 --> 00:06:23,600 Speaker 1: How did you? How did you get a heart? It 125 00:06:23,720 --> 00:06:25,880 Speaker 1: is the most one of the most byzantine processes of 126 00:06:25,880 --> 00:06:28,440 Speaker 1: how you apply and what levels you're in and how 127 00:06:28,440 --> 00:06:31,120 Speaker 1: all this gets worked. It's very well regulated and and 128 00:06:31,160 --> 00:06:33,480 Speaker 1: modulated so that people don't take advantage in any way, 129 00:06:33,480 --> 00:06:36,800 Speaker 1: shape or form um. But I was very fortunate I 130 00:06:36,880 --> 00:06:40,680 Speaker 1: was on a list and uh on my birthday reason 131 00:06:40,720 --> 00:06:42,880 Speaker 1: John On on on my birthday, in the morning of my 132 00:06:42,960 --> 00:06:46,440 Speaker 1: doctor Anderson called and said, quote, have we got a 133 00:06:46,720 --> 00:06:50,159 Speaker 1: gas heart for you? Um, and we happen to be 134 00:06:50,160 --> 00:06:52,560 Speaker 1: at a meeting in uh United It's kind of a 135 00:06:52,600 --> 00:06:55,039 Speaker 1: strategy vision going forward that were I was in the 136 00:06:55,040 --> 00:06:56,600 Speaker 1: middle of it. I had come back from my heart 137 00:06:56,600 --> 00:06:59,400 Speaker 1: attack and I had this device and I stood up 138 00:06:59,440 --> 00:07:02,599 Speaker 1: after launch. We're determining actually the strategic future of the 139 00:07:03,000 --> 00:07:04,800 Speaker 1: of the company, where all the things that we've been 140 00:07:04,800 --> 00:07:06,159 Speaker 1: able to do with the last couple of years and 141 00:07:06,160 --> 00:07:07,920 Speaker 1: all the things that we're doing. But uh, as we 142 00:07:08,040 --> 00:07:10,760 Speaker 1: bro I knew that morning I had to go into 143 00:07:10,760 --> 00:07:13,680 Speaker 1: the hospital that afternoon, and UH so I went to 144 00:07:13,720 --> 00:07:15,320 Speaker 1: the meetings because what else am I going to do 145 00:07:15,400 --> 00:07:17,800 Speaker 1: for the morning. Uh, And we were excited. And then 146 00:07:17,840 --> 00:07:20,280 Speaker 1: I didn't say anything other than my general council and 147 00:07:20,320 --> 00:07:22,000 Speaker 1: a couple of Boloks to make sure they knew. But 148 00:07:22,040 --> 00:07:23,920 Speaker 1: I did stand up at lunch and said I'm not 149 00:07:23,960 --> 00:07:25,480 Speaker 1: going to be back after lunch. I gotta go to 150 00:07:25,520 --> 00:07:28,320 Speaker 1: the hospital. I got this thing I gotta do. But 151 00:07:28,560 --> 00:07:30,440 Speaker 1: there's a classic line that I didn't mean to say 152 00:07:30,480 --> 00:07:32,880 Speaker 1: the way I said it. But I said, I'll see 153 00:07:32,880 --> 00:07:35,560 Speaker 1: you on the other side. And again, as you know, 154 00:07:35,600 --> 00:07:38,400 Speaker 1: they could have a lot of meetings. Uh, I meant 155 00:07:38,440 --> 00:07:40,840 Speaker 1: the most positive meeting meeting. Hey, I'll be back. And 156 00:07:40,880 --> 00:07:43,320 Speaker 1: so the surgery was went great. I was in and out. 157 00:07:43,400 --> 00:07:46,080 Speaker 1: I was out of the gosh, a twenty one year 158 00:07:46,080 --> 00:07:48,560 Speaker 1: old beat me as far as the history of Northwestern Hospital. 159 00:07:48,600 --> 00:07:51,280 Speaker 1: But I was out in about seven days. I don't 160 00:07:51,280 --> 00:07:53,160 Speaker 1: know Thursday. I was back in the office on Monday 161 00:07:54,000 --> 00:07:56,080 Speaker 1: in smaller levels. Now we didn't tell the world an 162 00:07:56,120 --> 00:07:58,840 Speaker 1: analyst and investors that because they freaked out, But I was. 163 00:07:58,920 --> 00:08:00,400 Speaker 1: I was spending a lot time back in the office. 164 00:08:00,400 --> 00:08:02,600 Speaker 1: All right, So today you're in pretty good shape. You 165 00:08:02,600 --> 00:08:05,280 Speaker 1: have a hard transplant, but other than immune issues from 166 00:08:05,320 --> 00:08:07,720 Speaker 1: time to time, you're feeling as good as you could 167 00:08:07,720 --> 00:08:11,480 Speaker 1: possibly feel. I think most people wouldn't ask the table. Yes, 168 00:08:11,560 --> 00:08:14,280 Speaker 1: he's I mean, we're always I'm always running around. I 169 00:08:14,280 --> 00:08:17,160 Speaker 1: just came back from Australia. And then now that there's 170 00:08:17,200 --> 00:08:20,000 Speaker 1: no restriction, and you still exercise a lot, not a lot, 171 00:08:20,120 --> 00:08:23,280 Speaker 1: because the job unfortunately takes you up. I'm not Dennis 172 00:08:23,440 --> 00:08:25,960 Speaker 1: Mullenberg from boring. I ride bikes with him. But so 173 00:08:26,000 --> 00:08:28,800 Speaker 1: I haven't thought that maybe exercising and being a vegan 174 00:08:28,880 --> 00:08:31,440 Speaker 1: isn't such a good thing, and maybe don't exercise and 175 00:08:31,440 --> 00:08:33,319 Speaker 1: eat all the meat would be better. Have you ever 176 00:08:33,360 --> 00:08:36,760 Speaker 1: thought of that? Uh? My doctor, who is um a 177 00:08:36,840 --> 00:08:39,680 Speaker 1: larger gentleman, I think, would advise me. He advised me 178 00:08:39,720 --> 00:08:42,760 Speaker 1: to go from vegan to what he calls flexitarian, meaning 179 00:08:42,840 --> 00:08:45,400 Speaker 1: eat what the hell you want. Um all right, but 180 00:08:45,480 --> 00:08:47,080 Speaker 1: hea lots of it's because you need to gain weight, 181 00:08:47,440 --> 00:08:49,840 Speaker 1: all right. So let's talk about the airline industry that 182 00:08:49,880 --> 00:08:57,200 Speaker 1: you're now. Thank you, all right. People love to fly 183 00:08:57,320 --> 00:09:00,120 Speaker 1: around the world at relatively low prices. But why is 184 00:09:00,160 --> 00:09:03,360 Speaker 1: it that generally the public doesn't seem to like airlines. Well, 185 00:09:03,559 --> 00:09:06,439 Speaker 1: a couple of things. You're right, prices, Since so next 186 00:09:06,520 --> 00:09:09,720 Speaker 1: year will be the forty anniversary of deregulation, and so 187 00:09:09,880 --> 00:09:12,280 Speaker 1: many new things have been offered, so many products, and 188 00:09:12,320 --> 00:09:15,160 Speaker 1: to your point on pricing, I think the numbers forty 189 00:09:17,000 --> 00:09:21,400 Speaker 1: on inflation adjusted basis prices are actually lower schedules are increased, 190 00:09:21,400 --> 00:09:25,400 Speaker 1: we have much further reach. Um. But the customer has 191 00:09:25,440 --> 00:09:28,280 Speaker 1: evolved as well. And again, as I said, we have 192 00:09:28,320 --> 00:09:31,040 Speaker 1: a hundred and fifty million of you wonderful people every year, 193 00:09:31,080 --> 00:09:34,080 Speaker 1: and you all have opinions on various aspects. And um, 194 00:09:34,120 --> 00:09:38,000 Speaker 1: you know, not everyone dislikes things, but people that fly 195 00:09:38,160 --> 00:09:42,360 Speaker 1: very infrequently. So for instance, uh, luggage and a fee 196 00:09:42,400 --> 00:09:44,200 Speaker 1: around luggage that if you haven't flown in a few 197 00:09:44,280 --> 00:09:46,080 Speaker 1: years and now you have to pay it, you get angry. 198 00:09:46,480 --> 00:09:49,240 Speaker 1: And so things have evolved. Good thing is the airly 199 00:09:49,280 --> 00:09:52,199 Speaker 1: industry is generally profitable. Where you used to hear about 200 00:09:52,240 --> 00:09:55,040 Speaker 1: us in bankruptcy every other day, And so we have 201 00:09:55,080 --> 00:09:58,480 Speaker 1: to balance that history of providing everything you want all 202 00:09:58,520 --> 00:10:01,880 Speaker 1: the time at a low price to still having a 203 00:10:01,920 --> 00:10:04,760 Speaker 1: relatively low economic price, but also adding all the product 204 00:10:04,800 --> 00:10:07,240 Speaker 1: and value and schedule and efficiency that we've been able 205 00:10:07,280 --> 00:10:09,200 Speaker 1: to do in the old days. You pointed out old 206 00:10:09,280 --> 00:10:11,120 Speaker 1: days thirty years ago or so, a lot of airlines 207 00:10:11,120 --> 00:10:12,600 Speaker 1: were going out of business. I've read about the old 208 00:10:12,679 --> 00:10:17,440 Speaker 1: days and Grand f t W A Trump shuttle. They're 209 00:10:17,480 --> 00:10:20,440 Speaker 1: not around anymore. Um, I don't know what happened not 210 00:10:20,480 --> 00:10:24,000 Speaker 1: going there, So I don't know that They've you ever 211 00:10:24,040 --> 00:10:26,280 Speaker 1: fly on the Trump shuttle? I don't know. But uh so, 212 00:10:26,840 --> 00:10:28,760 Speaker 1: why are there so many airlines that went out of 213 00:10:28,760 --> 00:10:30,800 Speaker 1: business but today the airline seemed to be profitable? Was 214 00:10:30,800 --> 00:10:33,160 Speaker 1: that because you the algorithms have worked, so you know 215 00:10:33,240 --> 00:10:37,240 Speaker 1: how to actually have not too many empty seats? Well, um, 216 00:10:37,480 --> 00:10:40,760 Speaker 1: consolidation has helped. Um. I mentioned my railroad experience, and 217 00:10:40,800 --> 00:10:43,000 Speaker 1: I think if you look at their history, I think 218 00:10:43,000 --> 00:10:46,679 Speaker 1: the airline has closely followed the same evolution of less 219 00:10:46,679 --> 00:10:49,720 Speaker 1: folks vying for the same amount of customers. Uh certainly, 220 00:10:49,760 --> 00:10:52,240 Speaker 1: as part of it, I think some discipline around how 221 00:10:52,240 --> 00:10:55,160 Speaker 1: we invest, how much product we offer, how we price, 222 00:10:55,240 --> 00:10:58,200 Speaker 1: and how more importantly, how we're efficient. But underlying it all, 223 00:10:58,440 --> 00:11:01,080 Speaker 1: I can never forget the fact that this product is 224 00:11:01,200 --> 00:11:04,080 Speaker 1: supported by the human beings that run the airline every 225 00:11:04,080 --> 00:11:07,360 Speaker 1: single day. What's the best way to get the lowest 226 00:11:07,360 --> 00:11:09,959 Speaker 1: price of people go online and book it themselves, that 227 00:11:10,000 --> 00:11:14,520 Speaker 1: to go through a travel agent. Probably in broad aspects, 228 00:11:14,600 --> 00:11:17,760 Speaker 1: the further out you book, the better options that you have. 229 00:11:18,360 --> 00:11:21,040 Speaker 1: But people use an interesting array of folks. So travel 230 00:11:21,040 --> 00:11:23,880 Speaker 1: agents are still big customers of ours, and they're still 231 00:11:23,920 --> 00:11:26,360 Speaker 1: part of it. Our direct channels for US United dot 232 00:11:26,400 --> 00:11:29,000 Speaker 1: Com is a growing channel. So is it possible that 233 00:11:29,040 --> 00:11:31,640 Speaker 1: somebody could be sitting next to somebody else on airline 234 00:11:32,000 --> 00:11:34,320 Speaker 1: he or she paid a lower price in the person 235 00:11:34,440 --> 00:11:37,800 Speaker 1: sitting right next to him or her. Nobody talks about that. 236 00:11:37,880 --> 00:11:39,920 Speaker 1: But yeah, it's been an issue forever. I mean, you've 237 00:11:39,920 --> 00:11:42,400 Speaker 1: got a corporate customer on a corporate discuss us someone 238 00:11:42,480 --> 00:11:44,880 Speaker 1: that booked far ahead. UM. So usually, I mean I 239 00:11:44,880 --> 00:11:46,360 Speaker 1: don't know about you in the room. I don't usually 240 00:11:46,400 --> 00:11:48,040 Speaker 1: ask who's sitting next to me here? By the way, 241 00:11:48,080 --> 00:11:50,160 Speaker 1: how much did you pay for that ticket? Um? But 242 00:11:50,240 --> 00:11:52,920 Speaker 1: it is an issue, but it's not a significant one. Well, 243 00:11:53,000 --> 00:11:55,200 Speaker 1: let's talk about you're flying. Um, I assume you're not 244 00:11:55,200 --> 00:11:59,240 Speaker 1: flying on private planes anymore. Uh. No, you gotta eat 245 00:11:59,240 --> 00:12:02,600 Speaker 1: with your cooks. I'm I'm very comfortable with our wonder right. 246 00:12:02,760 --> 00:12:04,319 Speaker 1: So when you want to need a reservation, you have 247 00:12:04,320 --> 00:12:06,640 Speaker 1: any problems getting uh you know, getting a seat or 248 00:12:06,640 --> 00:12:11,160 Speaker 1: anything in a We booked through the normal channels, and 249 00:12:11,400 --> 00:12:14,160 Speaker 1: what we call it, it's it's positive space or space availably, 250 00:12:14,440 --> 00:12:17,040 Speaker 1: meaning I'll look of light and if it's booked, I'll 251 00:12:17,120 --> 00:12:19,280 Speaker 1: find another flight like everyone else. Can you be you 252 00:12:19,280 --> 00:12:21,080 Speaker 1: on your airline and not have people come up and 253 00:12:21,080 --> 00:12:22,920 Speaker 1: tell you what you should do better or bother you 254 00:12:23,040 --> 00:12:25,360 Speaker 1: or is that how does that work? Yeah, it's not 255 00:12:25,360 --> 00:12:29,120 Speaker 1: not an easy task anymore. Pet. You're fairly recognized. So 256 00:12:29,160 --> 00:12:32,000 Speaker 1: the further back you go, the less you're recognized. In 257 00:12:32,000 --> 00:12:34,200 Speaker 1: the front of the cabin, it's almost impossible. And people 258 00:12:34,240 --> 00:12:36,640 Speaker 1: do want to chat and provide input and feedback on 259 00:12:36,720 --> 00:12:40,880 Speaker 1: many things. Obtrusive. Yes, I've had people you know, read like, 260 00:12:40,920 --> 00:12:43,400 Speaker 1: I'll put my my headphones on and pretend to do 261 00:12:43,440 --> 00:12:45,240 Speaker 1: something so I can try to sleep. They'll reach over 262 00:12:45,280 --> 00:12:50,200 Speaker 1: and take it out. It gets worse. Um, so I'll 263 00:12:50,320 --> 00:12:51,920 Speaker 1: be in the smart person that I am. I went 264 00:12:51,960 --> 00:12:54,320 Speaker 1: to the earbuds, figured they can't reach and get those. 265 00:12:54,600 --> 00:12:59,440 Speaker 1: Oh contrary, this guy reached in and grabbed this thing, 266 00:12:59,480 --> 00:13:03,120 Speaker 1: which is at all obtrusiapan no listen, it's um. All 267 00:13:03,200 --> 00:13:05,320 Speaker 1: of us that are in this business do this a lot, 268 00:13:05,920 --> 00:13:08,480 Speaker 1: and it's important to hear from your customers and increasing 269 00:13:08,520 --> 00:13:10,319 Speaker 1: in our business it's more positive. But you have a 270 00:13:10,360 --> 00:13:12,600 Speaker 1: lot of people in first class whop when they don't 271 00:13:12,640 --> 00:13:14,480 Speaker 1: like something, they say, do you know who I am? 272 00:13:14,840 --> 00:13:17,280 Speaker 1: You had a lot of that. We have wonderful customers 273 00:13:17,320 --> 00:13:21,160 Speaker 1: who have a very high degree of self impoint. I 274 00:13:21,240 --> 00:13:28,680 Speaker 1: guess one percentage of luggage is lost by the industry generally. 275 00:13:28,720 --> 00:13:32,679 Speaker 1: I'm sure yours is better, but by complaints, uh per 276 00:13:33,000 --> 00:13:35,800 Speaker 1: I think a thousand employments, it's like three per thousand 277 00:13:35,840 --> 00:13:37,839 Speaker 1: over the course of time. And the best way to 278 00:13:37,920 --> 00:13:41,199 Speaker 1: avoid ahead of your luggage lost is do what just 279 00:13:42,280 --> 00:13:46,920 Speaker 1: carry it on or your predicate I don't not an agreement, 280 00:13:47,000 --> 00:13:49,280 Speaker 1: which we don't. We don't lose that much luggage, um 281 00:13:49,480 --> 00:13:51,040 Speaker 1: and if we do, we get it right to you. 282 00:13:51,120 --> 00:13:53,480 Speaker 1: In fact, we institute it into policy last year. It 283 00:13:53,640 --> 00:13:55,840 Speaker 1: used to be kind of owners where if indeed something 284 00:13:55,920 --> 00:13:58,880 Speaker 1: got lost and we couldn't find it, we made you 285 00:13:59,160 --> 00:14:01,599 Speaker 1: put you know, we needed receipts for everything that was 286 00:14:01,640 --> 00:14:04,160 Speaker 1: in your bag, including things you know, I mean, who 287 00:14:04,280 --> 00:14:06,920 Speaker 1: keeps receipts for your underwear and your toothbrush? So we 288 00:14:07,040 --> 00:14:08,839 Speaker 1: institute it a thing. It's like, listen, you trusted me 289 00:14:08,960 --> 00:14:12,640 Speaker 1: with your bag, we lost it. Here's as soon as 290 00:14:12,640 --> 00:14:15,559 Speaker 1: you ask. I guess in the number. Because it's important 291 00:14:15,559 --> 00:14:18,040 Speaker 1: for us to build the trust. We don't lose them 292 00:14:18,080 --> 00:14:20,040 Speaker 1: that often. We need you to trust us, and what 293 00:14:20,160 --> 00:14:21,880 Speaker 1: we do we have to act on it very quickly. 294 00:14:22,200 --> 00:14:24,440 Speaker 1: And now in the old days, the old old days, 295 00:14:24,480 --> 00:14:27,440 Speaker 1: people were worried about the safety of flying. Today if 296 00:14:27,440 --> 00:14:29,520 Speaker 1: people care about the safety very much and you don't 297 00:14:29,520 --> 00:14:31,680 Speaker 1: have a lot of accidents in the industry now, um, 298 00:14:32,000 --> 00:14:34,560 Speaker 1: you know that's that's one of the safety is by 299 00:14:34,640 --> 00:14:38,320 Speaker 1: far tipe priority. Interesting, safety and security has been an 300 00:14:38,360 --> 00:14:41,080 Speaker 1: increasing focus. So there'll be things that you as customers 301 00:14:41,160 --> 00:14:44,280 Speaker 1: don't enjoy, you don't like for a lot of different reasons. Uh, 302 00:14:44,440 --> 00:14:46,480 Speaker 1: it's just unfortunately, at this time, at this day and age, 303 00:14:46,520 --> 00:14:49,400 Speaker 1: with safety and security have to be our top most concerns. 304 00:14:49,760 --> 00:14:52,160 Speaker 1: Sometimes that gets in the way of a customer service 305 00:14:52,240 --> 00:14:54,560 Speaker 1: you'd like or wish. But I think we'll all agree 306 00:14:54,600 --> 00:14:57,120 Speaker 1: that safety and security or paramount. So let's talk about 307 00:14:57,120 --> 00:14:59,680 Speaker 1: some of your specific issues that have arisen recently. You're 308 00:14:59,680 --> 00:15:03,680 Speaker 1: probably familiar with them, so, um no, but I'm sure 309 00:15:03,680 --> 00:15:07,920 Speaker 1: you're going to remind me. Okay, there was a flight where, um, 310 00:15:08,200 --> 00:15:10,840 Speaker 1: I think there were some United employees that needed to 311 00:15:11,000 --> 00:15:12,720 Speaker 1: go somewhere and you were trying to get people to 312 00:15:12,760 --> 00:15:14,440 Speaker 1: get off the airline. You offer money, which is a 313 00:15:14,480 --> 00:15:16,720 Speaker 1: fairly standard thing to do, and one person said, I 314 00:15:16,840 --> 00:15:18,600 Speaker 1: can't get off. I'm a doctor, I have to operate 315 00:15:18,600 --> 00:15:22,120 Speaker 1: in the morning and not united, but the local police 316 00:15:22,320 --> 00:15:24,800 Speaker 1: dragged him off. Yeah, it's, you know, one of the 317 00:15:24,960 --> 00:15:28,520 Speaker 1: dark moments and in our in our time, and usually 318 00:15:28,520 --> 00:15:31,160 Speaker 1: the question is are you glad that's getting behind you 319 00:15:31,400 --> 00:15:34,200 Speaker 1: or something? And I always say now, I'm happy to 320 00:15:34,280 --> 00:15:37,200 Speaker 1: be reminded of it every day begin and so is 321 00:15:37,240 --> 00:15:39,320 Speaker 1: our is our company because it's important to know how 322 00:15:39,400 --> 00:15:42,160 Speaker 1: quickly things can go sideways on us. And so the 323 00:15:42,240 --> 00:15:45,000 Speaker 1: circumstances that led up to that, all the different policies 324 00:15:45,040 --> 00:15:48,640 Speaker 1: and procedures in a nutshell again because safety and security 325 00:15:48,840 --> 00:15:52,800 Speaker 1: and operational efficiency becomes we become so focused and it's 326 00:15:52,840 --> 00:15:56,640 Speaker 1: important that we do that. The rigor and discipline around safety, 327 00:15:56,720 --> 00:16:00,640 Speaker 1: security and operations doesn't necessarily apply to the comfort and 328 00:16:00,720 --> 00:16:04,440 Speaker 1: the and the quality and the emotional connection as a 329 00:16:04,560 --> 00:16:08,520 Speaker 1: human on customer service. And so are rules and procedures. 330 00:16:08,960 --> 00:16:11,760 Speaker 1: You can't put always rules and procedures on how you 331 00:16:11,840 --> 00:16:14,680 Speaker 1: treat another human being, which is why we've started UH 332 00:16:15,120 --> 00:16:17,600 Speaker 1: over the last year something we call Core four and 333 00:16:17,720 --> 00:16:21,080 Speaker 1: it's and it's four principles that are in order. And 334 00:16:21,240 --> 00:16:23,200 Speaker 1: if you, if you as an employee, have any concern 335 00:16:23,360 --> 00:16:25,760 Speaker 1: or any question about how to act. You deal with 336 00:16:25,880 --> 00:16:28,400 Speaker 1: safety first, the number two, and this is the big 337 00:16:29,200 --> 00:16:32,280 Speaker 1: change for us. It's caring. Just the simple word caring. 338 00:16:32,480 --> 00:16:34,160 Speaker 1: What does that mean? Can mean a lot to a 339 00:16:34,240 --> 00:16:36,480 Speaker 1: lot of people. But it doesn't mean shutting the door, 340 00:16:36,520 --> 00:16:39,080 Speaker 1: It doesn't mean yanking someone off the plane, doesn't mean 341 00:16:39,080 --> 00:16:41,200 Speaker 1: any of those things. And then you get to dependable 342 00:16:41,240 --> 00:16:44,040 Speaker 1: and efficient, which are important, but there are four. They're simple, 343 00:16:44,320 --> 00:16:46,520 Speaker 1: but carrying the number two. So let's talk about another 344 00:16:46,560 --> 00:16:48,840 Speaker 1: problem you had, which was dogs. You're not the only 345 00:16:48,880 --> 00:16:53,320 Speaker 1: one to have dogs die and overhand compartments. Yeah, let 346 00:16:53,360 --> 00:16:55,400 Speaker 1: me just a little bit of defensiveness on my part. 347 00:16:55,720 --> 00:16:58,360 Speaker 1: We we as a as a as a company because 348 00:16:58,360 --> 00:17:00,640 Speaker 1: we understand how important pets are. The fall, which you 349 00:17:00,720 --> 00:17:03,600 Speaker 1: may not agree with given the circumstances, but we flew 350 00:17:03,800 --> 00:17:06,720 Speaker 1: three times as many animals for people all over the 351 00:17:06,800 --> 00:17:09,520 Speaker 1: world because no other airline really was doing that. So 352 00:17:09,600 --> 00:17:11,840 Speaker 1: we're doing it as a customer aspect. When you open 353 00:17:11,920 --> 00:17:14,639 Speaker 1: up the arm to that many animals across a lot 354 00:17:14,680 --> 00:17:17,280 Speaker 1: of things, you introduced risk into it. And so um, 355 00:17:17,560 --> 00:17:19,840 Speaker 1: what we've done is we derisk the situation. We just 356 00:17:19,920 --> 00:17:22,480 Speaker 1: brought that things back down is to what kind of 357 00:17:22,560 --> 00:17:25,840 Speaker 1: dogs we carry animals. That's very aligned with the rest 358 00:17:25,880 --> 00:17:27,760 Speaker 1: of the airline world. We've noticed a lot of people 359 00:17:27,880 --> 00:17:31,200 Speaker 1: have things called emotional support animals or something like that, 360 00:17:31,320 --> 00:17:33,560 Speaker 1: where they get a certificate from a doctor saying I 361 00:17:33,680 --> 00:17:36,280 Speaker 1: can't travel without this animal, whatever the animal might be. 362 00:17:36,720 --> 00:17:39,359 Speaker 1: Are people abusing that and you're getting a lot of 363 00:17:39,600 --> 00:17:42,680 Speaker 1: big animals on your planes as a result. Yeah, y'all, 364 00:17:43,040 --> 00:17:45,159 Speaker 1: anyone's heard about the peacocks story, so I think that 365 00:17:45,200 --> 00:17:47,280 Speaker 1: won't go into that one. We just had a recent 366 00:17:47,359 --> 00:17:51,879 Speaker 1: experience where one of the emotional support animals wait for it, 367 00:17:52,240 --> 00:18:02,440 Speaker 1: required another emotional support animals. Uh. So it was a 368 00:18:02,520 --> 00:18:04,879 Speaker 1: dog and a monkey. And somebody asked me earlier today 369 00:18:05,840 --> 00:18:08,680 Speaker 1: which one was supporting so and I don't know that answered, 370 00:18:08,680 --> 00:18:12,520 Speaker 1: but I said, no. Listen, on a serious note, people 371 00:18:12,640 --> 00:18:16,240 Speaker 1: that need things. Uh you know, the problem is it's 372 00:18:16,240 --> 00:18:19,440 Speaker 1: abused because it's not regulated in any way, shape or form, 373 00:18:19,680 --> 00:18:21,280 Speaker 1: and anybody can get in and so we don't know. 374 00:18:21,600 --> 00:18:24,080 Speaker 1: So if you have a need, I mean so service 375 00:18:24,160 --> 00:18:27,080 Speaker 1: animals for disabled veterans, for people that are blind. We 376 00:18:27,240 --> 00:18:30,560 Speaker 1: bend over twice over backwards to ensure we take care 377 00:18:30,600 --> 00:18:32,840 Speaker 1: of the people that truly need aspect, but when you 378 00:18:32,920 --> 00:18:35,360 Speaker 1: get into the ridiculous stage where a peacock or two 379 00:18:35,400 --> 00:18:37,920 Speaker 1: different animals and most of the consumers I mean if 380 00:18:37,960 --> 00:18:39,800 Speaker 1: you have allergies, so all of that has to be 381 00:18:39,960 --> 00:18:43,200 Speaker 1: modulated and worked and there's no real rules around it. 382 00:18:43,400 --> 00:18:45,720 Speaker 1: And so we've taken, along with the other airlines, pretty 383 00:18:46,040 --> 00:18:48,240 Speaker 1: harder stance. It's like, we need to have some proof, 384 00:18:48,320 --> 00:18:50,440 Speaker 1: you need to register the animal. It has to be 385 00:18:51,040 --> 00:18:55,560 Speaker 1: of a general size. We have small ponies, snakes, I mean, 386 00:18:55,920 --> 00:18:59,320 Speaker 1: there's a and again it sounds funny, but our flight 387 00:18:59,400 --> 00:19:02,240 Speaker 1: attendants an organization have to deal with this. And so 388 00:19:02,520 --> 00:19:05,080 Speaker 1: you know, back to we're putting humans and we're getting 389 00:19:05,119 --> 00:19:07,440 Speaker 1: uncomfortable getting them on their seats, and then all of 390 00:19:07,480 --> 00:19:09,680 Speaker 1: a sudden you have to deal with that and that 391 00:19:09,840 --> 00:19:11,520 Speaker 1: and many other issues that we How do you deal 392 00:19:11,600 --> 00:19:16,320 Speaker 1: with sexual harassment? Yeah, I just fundamentally, as an individual 393 00:19:16,440 --> 00:19:20,480 Speaker 1: human don't understand how people can um do things that 394 00:19:20,600 --> 00:19:23,879 Speaker 1: we hear people doing. So that's just a personal opinion. Um. 395 00:19:24,080 --> 00:19:26,360 Speaker 1: In addition, people don't want to sit next to someone 396 00:19:26,440 --> 00:19:28,600 Speaker 1: because of their race, or their sex, or their color, 397 00:19:29,040 --> 00:19:30,800 Speaker 1: and frankly, I don't have a lot of time for that. 398 00:19:30,920 --> 00:19:33,280 Speaker 1: This is where customer service for me personally kind of 399 00:19:33,320 --> 00:19:35,080 Speaker 1: goes out the window and says, you know, you want 400 00:19:35,119 --> 00:19:37,040 Speaker 1: to fly us elsewhere because we don't want to deal 401 00:19:37,080 --> 00:19:39,480 Speaker 1: with that. But the issue is the really issues of 402 00:19:39,560 --> 00:19:43,080 Speaker 1: sexual harassment safety in general is a very important one 403 00:19:43,119 --> 00:19:45,600 Speaker 1: for us. We partner with the people Sarah Nelson's here 404 00:19:45,600 --> 00:19:48,200 Speaker 1: from the American Flat Attendant Organization. We've listened to them 405 00:19:48,320 --> 00:19:50,200 Speaker 1: because they're the ones that generally have to take some 406 00:19:50,320 --> 00:19:52,159 Speaker 1: of the bront of this, and it's it's it can 407 00:19:52,200 --> 00:19:54,920 Speaker 1: be awful, and and it's been quiet for a long time. 408 00:19:54,960 --> 00:19:57,440 Speaker 1: It's been going on for a long period of time, 409 00:19:57,800 --> 00:20:00,080 Speaker 1: and we just had a deaf ear to it. And 410 00:20:00,240 --> 00:20:02,159 Speaker 1: now the issue is that you have human trafficking. By 411 00:20:02,200 --> 00:20:03,760 Speaker 1: the way, there is another angle that we have to 412 00:20:03,960 --> 00:20:06,320 Speaker 1: ask our flight attendants to how do you recognize it? 413 00:20:06,560 --> 00:20:09,240 Speaker 1: How do you resolve it? And then inevitably have false 414 00:20:09,280 --> 00:20:11,680 Speaker 1: positives when you see something going on and then we 415 00:20:11,760 --> 00:20:13,760 Speaker 1: pull someone off the aircraft and you have you know, 416 00:20:13,840 --> 00:20:15,639 Speaker 1: law enforcement meet them and it turns out to be 417 00:20:16,440 --> 00:20:19,000 Speaker 1: something different, and of course we get sued. And that's 418 00:20:19,000 --> 00:20:21,359 Speaker 1: always has been an argument for why we shouldn't do 419 00:20:21,480 --> 00:20:23,880 Speaker 1: some of those things. I say nay, I say listen, 420 00:20:23,960 --> 00:20:26,800 Speaker 1: we'll take the heat for the things, the minority of things, 421 00:20:26,880 --> 00:20:28,600 Speaker 1: in order to fix the broader issue, because it's a 422 00:20:28,640 --> 00:20:31,119 Speaker 1: real issue. Do you hold the airlines for anybody? Like 423 00:20:31,160 --> 00:20:33,199 Speaker 1: there's a rumor in washing that members of Congress can 424 00:20:33,280 --> 00:20:35,600 Speaker 1: get airlines held for them. Is that there any truth 425 00:20:35,640 --> 00:20:40,240 Speaker 1: to that? Um? We generally, as an operation don't want 426 00:20:40,280 --> 00:20:42,640 Speaker 1: to hold anything because we have a schedule to keep. 427 00:20:43,240 --> 00:20:46,359 Speaker 1: But if one of my gate agents sees, uh, you know, 428 00:20:46,480 --> 00:20:49,400 Speaker 1: a young woman with three kids, you know, running down 429 00:20:49,640 --> 00:20:53,080 Speaker 1: the and and but our schedule says we close it 430 00:20:53,160 --> 00:20:55,280 Speaker 1: in thirty seconds and she's a minute away or ten 431 00:20:55,320 --> 00:20:58,639 Speaker 1: minutes away, whatever, we have historically tended to shut the 432 00:20:58,720 --> 00:21:01,720 Speaker 1: door to get it out on time. Again, we say, hey, 433 00:21:01,880 --> 00:21:03,960 Speaker 1: we are gonna allow our gate agents to make that 434 00:21:04,119 --> 00:21:06,680 Speaker 1: call and hold that aircraft for the right amount of 435 00:21:06,720 --> 00:21:08,680 Speaker 1: time for the right person. You know, the morning flight 436 00:21:08,880 --> 00:21:10,840 Speaker 1: you can let it go because you have other options, 437 00:21:11,040 --> 00:21:12,960 Speaker 1: it's the last flight of the day, you can you 438 00:21:13,040 --> 00:21:15,800 Speaker 1: can hold it for someone. So we don't hold aircraft 439 00:21:15,880 --> 00:21:19,040 Speaker 1: for anyone, not members of Congress, nobody. We don't hold 440 00:21:19,040 --> 00:21:22,119 Speaker 1: aircraft for any Okay, Now, on your planes, do you 441 00:21:22,200 --> 00:21:24,199 Speaker 1: have WiFi on most of your planes or a lot 442 00:21:24,240 --> 00:21:28,600 Speaker 1: of them. Boy, that's another loaded question, um again on 443 00:21:29,000 --> 00:21:30,840 Speaker 1: what Yes, we do we have WiFi and it's a 444 00:21:30,960 --> 00:21:34,640 Speaker 1: huge focus for us. Some of the technology is evolving, 445 00:21:34,720 --> 00:21:36,480 Speaker 1: some of it's better than others, and so we have 446 00:21:36,560 --> 00:21:41,080 Speaker 1: a mismatch. But again, remember you're not in your living room, uh, 447 00:21:41,960 --> 00:21:46,440 Speaker 1: streaming Netflix. You're in the air flying at six miles 448 00:21:46,480 --> 00:21:48,879 Speaker 1: an hour. We forget that sometimes and it does. It's 449 00:21:48,960 --> 00:21:51,680 Speaker 1: it is Uh, it is inconsistent, which is the worst 450 00:21:51,720 --> 00:21:53,359 Speaker 1: thing that we can do to you as a customer here. 451 00:21:53,400 --> 00:21:54,960 Speaker 1: So we're working on that, but it will take some time. 452 00:21:55,119 --> 00:21:59,639 Speaker 1: I suppose I have three airlines to pick from American Delta, 453 00:21:59,720 --> 00:22:02,040 Speaker 1: you know it to fly across the country. Why should 454 00:22:02,040 --> 00:22:05,280 Speaker 1: I pick United over your peers. This is a great 455 00:22:05,280 --> 00:22:08,639 Speaker 1: company with importantly, probably of our greatest and most valuable 456 00:22:08,680 --> 00:22:11,439 Speaker 1: asset is our humans and our people that work with us, 457 00:22:11,840 --> 00:22:14,840 Speaker 1: and the level of of of of spirit and service 458 00:22:15,160 --> 00:22:17,320 Speaker 1: and caring that they're going to be increasingly given to you. 459 00:22:17,560 --> 00:22:19,400 Speaker 1: I think it's going to make the difference that place 460 00:22:19,400 --> 00:22:21,679 Speaker 1: digitals will always be. But I think the human aspect 461 00:22:21,800 --> 00:22:25,159 Speaker 1: we forget. We are a person to person, human to 462 00:22:25,359 --> 00:22:28,639 Speaker 1: human business and all the other things don't matter as much, right, 463 00:22:28,720 --> 00:22:30,919 Speaker 1: So no regrets about taking the job. You don't think 464 00:22:30,960 --> 00:22:32,840 Speaker 1: if you'd state at CSX, you wouldn't have had your 465 00:22:32,840 --> 00:22:36,320 Speaker 1: hard transplant right there would have happened anyways, that right, Yeah, 466 00:22:36,480 --> 00:22:39,680 Speaker 1: regrets is a wonderful academic and theoretical term, but that 467 00:22:39,840 --> 00:22:42,000 Speaker 1: I don't it's not practical. I love what I do, 468 00:22:42,160 --> 00:22:44,920 Speaker 1: I love my company before, and I really love my 469 00:22:45,040 --> 00:22:46,959 Speaker 1: United family today. So no regrets at all.