Even though Brazil has been up and down and had some difficulties, it's still a very big country, and a very important country. It's got the fourth largest domestic market in the world.

Never, ever forget that you are a servant.

It's so important to experience what your customers are experiencing and listen to their suggestions.

This is not a business where you can hand off and run by remote control.

When you can sell [empty seats] at the gate for an upgrade for 500 bucks or 600 bucks... it makes all the sense in the world.

I really see low-fare carriers, quality low-fare carriers anyway, continuing to become more and more popular.

People do a better job if they respect the leader of the company. I learned that on my mission - the value of people and how to truly appreciate them.