Purpose is not an add-on, it’s not an initiative. It is a culture change and it never finishes

You must have the courage to trust your instincts and be ready to question what other people don't. If you do that, you can seize opportunities that others would miss. Believe in yourself, and use everything you can - including the obstacles - to propel you along the road to success. Who knows what you might achieve?

The key is to set realistic customer expectations, and then not to just meet them, but to exceed them - preferably in unexpected and helpful ways.

I decided there must be room for another airline when I spent two days trying to get through to People Express.

Having a personality of caring about people is important. You can’t be a good leader unless you generally like people. That is how you bring out the best in them.

Business opportunities are like buses, there's always another one coming.

Allowing my people to have a good work-life balance by working flexibly is very important to me.