LocoPiloto
Active member
- Joined
- Mar 1, 2006
- Posts
- 39
All I can think of is 32LT10 being himself to the passengers, I don't think that would work.
Loco
United pilots ready to launch charm offensive
You may see more of your pilot on your next United flight. “Pilots at the carrier are stepping up a campaign of friendliness in a bid to win customers' hearts -- and loyalty,” writes Keith L. Alexander, the Business Class columnist for The Washington Post (free registration). As part of the initiative, Alexander says “you'll be more likely to see an actual pilot at the gate to explain to you why your flight is delayed,” while top-level fliers could actually get a personal note from pilots thanking them for their business. "We're the CEO's direct ambassador," Bud Potts, United's first officer and flight operations supervisor, tells Alexander. "Some folks want to get that eye contact. It's like when you go into a store and the clerk doesn't make eye contact with you. You may not feel like you want to be there." The hope is that the effort will increase fliers’ satisfaction with and loyalty to United.
But pilots could also stand to gain from their charm offensive. Alexander writes that “United awards bonuses based on passenger surveys conducted each quarter by an outside research firm. The size of the pilots' bonuses depends on how much they surpass the airline's internal goals for customer satisfaction.” Regardless of what pilots may stand to gain, will the move pay off for United? California frequent-flier Mary Duffy tells Alexander that she could "care less" about interacting with pilots. "I just want to make sure the pilots are in their seats, sober and ready to fly. I don't need to know if he or she has a warm personality," Duffy says. But another frequent traveler –- Steve McDuffie of Washington state –- says he likes the idea of more personable pilots. "Normally, it makes a passenger more at ease," he says.
Loco
United pilots ready to launch charm offensive
You may see more of your pilot on your next United flight. “Pilots at the carrier are stepping up a campaign of friendliness in a bid to win customers' hearts -- and loyalty,” writes Keith L. Alexander, the Business Class columnist for The Washington Post (free registration). As part of the initiative, Alexander says “you'll be more likely to see an actual pilot at the gate to explain to you why your flight is delayed,” while top-level fliers could actually get a personal note from pilots thanking them for their business. "We're the CEO's direct ambassador," Bud Potts, United's first officer and flight operations supervisor, tells Alexander. "Some folks want to get that eye contact. It's like when you go into a store and the clerk doesn't make eye contact with you. You may not feel like you want to be there." The hope is that the effort will increase fliers’ satisfaction with and loyalty to United.
But pilots could also stand to gain from their charm offensive. Alexander writes that “United awards bonuses based on passenger surveys conducted each quarter by an outside research firm. The size of the pilots' bonuses depends on how much they surpass the airline's internal goals for customer satisfaction.” Regardless of what pilots may stand to gain, will the move pay off for United? California frequent-flier Mary Duffy tells Alexander that she could "care less" about interacting with pilots. "I just want to make sure the pilots are in their seats, sober and ready to fly. I don't need to know if he or she has a warm personality," Duffy says. But another frequent traveler –- Steve McDuffie of Washington state –- says he likes the idea of more personable pilots. "Normally, it makes a passenger more at ease," he says.
