I've always been able to make erroneous decisions very quickly.

The tragedy of our time is that we've got it backwards, we've learned to love techniques and use people.

I learned it by doing it, and I was scared to death.

The essential difference in service is not machines or 'things.' The essential difference is minds, hearts, spirits, and souls.

Sometimes you need a little courage too just to buck popular opinion.

The clear, unmistakable sign of a bureaucrat is somebody who worries about whether he has a window.

We have the best customer satisfaction record, based on Transportation Dept. statistics, of any airline in America, the fewest complaints filed per 100,000 passengers carried. So you're not just getting low fares, you're also getting wonderful customer service.