Jeff Smisek Hints at Major Changes for United

United CEO Jeff Smisek has been making his rounds lately and spoke today at the J.P. Morgan Aviation, Transportation & Defense Conference in New York City.

I just listened to it and offer my notes from his ~30 minute talk and Q&A session:

"Travel is an experience, not just a seat."
"Differential offerings for each customer" through specially-tailored options for each users based on "advanced" software that tracks what customers need, leading to substantial revenue increases for United.
Employee morale – not about classroom training, it’s about trust of management
Poked fun at Delta – says UA will have a lot more lie-flat seats than "that carrier from Atlanta"
Economy Plus is a moneymaker–upselling is gaining traction
Wouldn’t share details about new mileage program, but promised customers and bean counters would love the new product.
Again, emphasized specifically tailored travel options–specifically mentions holding fares.
Airline clubs will be enhanced.
Ability to toggle between United and Continental on Easy Check-In Machines at airports coming.
Commitment to A350 and 787 program, though UA can "downsize" if necessary.
"We’ll have the 787 years before any of our competitors have it" (and the A350 as well).
"Mixed fleet for a considerable period of time" – No final decision yet on whether United will keep the three-cabin model.
Premium Service (p.s. – LAX/SFO-JFK) service interiors will be upgraded – lie-flat seats will be added (no confirmation that three-cabin service would be removed, but this was during the discussion of three vs. two cabin service)
Repeatedly refers to front-line staff as his "co-workers" not his employees.
Would like to simplify fleet over time, though that’s a "decade long" project. Wants a fuel-efficient fleet.
Must be disciplined in capacity – "We don’t have anything to prove in terms of size–we’re the world’s largest airline now…but we’re here to make money…We’re very focused on making money."