To achieve consistently terrific customer service, you must hire wonderful people who believe in your company's goals, habitually do better than the norm and who will love their jobs; make sure that their ideas and opinions are heard and respected; then give them the freedom to help and solve problems for your customers. Rather than providing rules or scripts, you should ask them to treat the customer as they themselves would like to be treated - which is surely the highest standard.

If you can run one company, you can run another. Running companies are about inspiring and driving the best out of people.

I think sometimes when you come from a conservative background, you want to rebel a little bit. I dropped out of school at 15 and learned early in life that saying yes was a lot more fun than saying no. If you have the opportunity to explore the skies and attempt something people haven't done before - well, I was damned if I was going to sit around watching television while someone else was doing it.

People are no different from flowers. If you water them, they flourish. If you are not nice to them, they shrivel up

Over the years I have found one of my best strengths is my ability to recognise talent and trust them.

I am convinced that companies should put staff first, customers second and shareholders third - ultimately that's in the best interest of customers and shareholders.

We have a business that some people feel pollutes, and I happen to agree with them. ... And so on the basis of trying to do good and, you know, hopefully turn a profit, what we did was we pledged that we'd put all the profits from our airline business into trying to develop clean fuels.