Hello. This is Jane Allen with an update for Friday, December 16, 2005.

On Thursday, Captain Steve Forte, senior vice president – Flight Operations, and I met with flight attendants and pilots at O'Hare. This is the first of what I hope will be many opportunities to partner with Flight Operations in this way.

The folks that stopped by were eager to talk about our business and our customers. We discussed how important it is to focus on meeting the needs of all three stakeholders – employees, customers and investors. And to do that, with every decision we make we must ask ourselves, is this decision a good one for each of these stakeholders? We also discussed that we must strive to hit just the right balance between all three constituencies. This won't always be easy to do and there will be constant pressures the can easily put us out of balance.

As we move toward exit from bankruptcy, we all need to focus on creating a sustainable competitive advantage by building a memorable, distinctive experience for our customers.

Honolulu-based flight attendants Julie Young, Les Chung and Kathy Lundy created just such an experience for 1K customer Tim Farr on a recent flight.

Mr. Farr wrote to commend this crew for their stellar performance, noting that they were always observant of customer needs throughout the entire cabin. He describes them as extraordinarily professional, yet warm and welcoming. Mr. Farr wrote, “I've flown 70,000 miles in the past three months – domestic, Asia , Europe – and this crew is hand down, superior to others. If Hawaii is a jewel in United's routes, this crew makes it shine.”

Excellence will define this company in a way that's different. It must represent the way we all work, no matter what our role in the company. Tim Farr's experience was made memorable because Julie, Les and Kathy are committed to service excellence.

This is just one example of the great work you are doing. I know you are creating memorable experiences for our customers every day and I thank you.

As we focus on meeting the needs of all stakeholders – employees, customers and investors – remember that it isn't just the strategic business decisions we make that have an impact on all three groups. It is also the decisions each of us makes day in and day out.

Whether it is the decision to deliver a service standard when cabin conditions are less than ideal, the decision to come to work when you'd rather not, or the decision to embrace our direction moving forward, the cumulative impact of your daily decisions is far reaching.

By working together we've accomplished so many things no one thought we could. Now we must re-set our aspirations for our company after exit. We've created this opportunity for ourselves by doing the difficult work to restructure our company. And, as exit from bankruptcy approaches, this is just the beginning of our accomplishments.

That's all for today. Fly safely and thanks for listening.