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.

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.

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

If it's torture flying one airline and [yours] is a pleasant experience, it certainly helps your revenue.

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

Those wedgie seats, whatever they call them, those recliners, they're just not competitive anymore. The difference between those and a coach seat isn't that great to be able to warrant charging the amount. You need a little more space for a lie-flat, but not that much more.

In the midst of all the chaos swirling through your brain, all the disorganization and impulsiveness, the condition (ADHD) also seems to trigger a certain kind of creativity.