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PASSENGER SERVICE DEPARTMENT BULLETIN
Vol. 2 Number 4
DEPENDABILITY
In every magazine or newspaper that you read you will constantly see the word ’‘Dependability1* in various forms. It makes no difference whether it is an automobile or soap. The greatest stress is placed upon how well this item will perform its given duty. Pan American, too, in its advertising and literature, has mentioned the fact many times of its dependability} the number of miles flown, the number of passengers carried, the amount of mail and express, etc. One of the essentials of a transportation company is their ability to complete schedules and maintain an excellent safety record. But this is not the type of dependability to which I refer.
We will assume that our operating record is perfect and deal only with the human 3ide of the picture, namely our passengers and our personnel. It would be most unusual to receive a complaint that the captain did not fly his ship on an even keel or that the flight engineer was not well informed regarding the performance of his motors, but it is possible, and we do hear complaints, where the stewards said this or the representative in the airport said that, and it was not true.
The type of dependability which I am interested in and upon which I am endeavoring to convey my thoughts to you, is dependability of service - Passenger Service. It is a human trait to return to the person, store, or corporation who tell3 you the truth, whose personnel are well informed - someone upon whom you may depend.
Our passengers when traveling with Pan American Airways are entirely dependent upon our personnel. We have hundreds of employees in our airports and on our aircraft whose particular duties are to the passenger and when a passenger approaches with a request for information we must never be too busy to give or secure the correct answer. Our responsibility to the public is too great and our reputation too valuable to permit any employee to answer a question for the purpose of getting rid of the passenger. You may think he will not find out that you were not sure of what you were talking about but the passenger will invariably find out the information is not correct and his first reaction will be that the company is not dependable.
Passenger Service Bulletin No. 4, Vol. 2
February 1, 1944
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| Title | Page 1 |
| Object ID | asm0341006595 |
| Digital ID | asm03410065950001001 |
| Full Text | PASSENGER SERVICE DEPARTMENT BULLETIN Vol. 2 Number 4 DEPENDABILITY In every magazine or newspaper that you read you will constantly see the word ’‘Dependability1* in various forms. It makes no difference whether it is an automobile or soap. The greatest stress is placed upon how well this item will perform its given duty. Pan American, too, in its advertising and literature, has mentioned the fact many times of its dependability} the number of miles flown, the number of passengers carried, the amount of mail and express, etc. One of the essentials of a transportation company is their ability to complete schedules and maintain an excellent safety record. But this is not the type of dependability to which I refer. We will assume that our operating record is perfect and deal only with the human 3ide of the picture, namely our passengers and our personnel. It would be most unusual to receive a complaint that the captain did not fly his ship on an even keel or that the flight engineer was not well informed regarding the performance of his motors, but it is possible, and we do hear complaints, where the stewards said this or the representative in the airport said that, and it was not true. The type of dependability which I am interested in and upon which I am endeavoring to convey my thoughts to you, is dependability of service - Passenger Service. It is a human trait to return to the person, store, or corporation who tell3 you the truth, whose personnel are well informed - someone upon whom you may depend. Our passengers when traveling with Pan American Airways are entirely dependent upon our personnel. We have hundreds of employees in our airports and on our aircraft whose particular duties are to the passenger and when a passenger approaches with a request for information we must never be too busy to give or secure the correct answer. Our responsibility to the public is too great and our reputation too valuable to permit any employee to answer a question for the purpose of getting rid of the passenger. You may think he will not find out that you were not sure of what you were talking about but the passenger will invariably find out the information is not correct and his first reaction will be that the company is not dependable. Passenger Service Bulletin No. 4, Vol. 2 February 1, 1944 |
| Archive | asm03410065950001001.tif |
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