Monthly operational bulletin, Vol. 17, Issue 1, January 1987

              f Monthly Operational Bulletin
To: All Pan Am Flight Attendants From: In-Flight Service Headquarters - MIA
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VOLUME XVII, Issue 1 January 1987
Dear Fellow Employees:
In 1986, we faced a number of challenges, one of which was the increased emphasis on on-time departures. We heard from our passengers and travel agents that late departures were hurting us in the marketplace. A special committee was formed to look into every aspect of our departure performance with the aim of improving it to the point where 75 per cent of our flights departed within five minutes of their scheduled time. They were also given the authority to make the changes necessary to meet that goal.
In December, while most of the other major carriers'departure performance was seriously affected by the same weather that we experienced, Pan Am met that goal of 75 per cent, showing once again that when our employees focus on a goal, the goal is not only achieved, it is usually exceeded, even in a difficult environment. All of you should be proud of your contribution to this achievement.
In 1987, we face a new challenge. While we are not lessening our efforts for a continued improvement in our departure performance, we are adding the requirement for an improved service product and consistency in the delivery of our service. Our goal is “Simply Superior Service.”
To help meet that goal, the Company has formed a committee of high level management personnel, chaired by Senior Vice President Passenger Services, to review every aspect of the service product, from reservations to ticket counters, airport check-in, in-flight services and baggage delivery. This committee has the authority to make the changes necessary to meet the Company’s goal.
Our goal within Flight Service will be consistency — to eliminate the breakdown in the delivery of the designed service. We know that when we are all working together in delivering the product, we already have a superior service in many respects. Our goal will be to deliver that service on every flight. There is no way that we will meet that goal without the cooperation of every Flight Attendant and without the cooperation of many other employees in the Company.
We already have commitments to insure that you will have the supplies you need to deliver the product on board and on time. The information we are receiving from your reports is helping us to isolate specific problem areas and they are being resolved. We will continue to need your input and suggestions and we will continue to expect an improvement in our product and its delivery.
1987 will be the year that Pan Am as a Company gains the recognition that its employees deserve.
J. Robert Juliano