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MAY 1991 In-Flight Service PftW AMERICA MRLD mm Issue 4 I H. E. Adler’s Column I From my perspective, there is no doubt that flight attendants as a group display a natural desire to do things well. And as a consequence of that personal commitment, we are making substantive inroads in boosting on-board service quality. Still, I recognize that individual efforts alone cannot compensate for lack of tools or proper staffing. To my disappointment, we are falling short of our goals in that regard and an explanation is in order. By way of background, shortly after I joined the Company a series of strategies were put in place to address the short-staffing problem as follows: ■ Computer models were developed based on historical flight data to improve both short and long-term manpower planning forecasts. ■ Bidline averages were lowered to improve our ability to respond to sudden increases in flying. ■ Variable staffing methods were adjusted to reduce “over-staffed” flights and to allocate available flight attendants where actually needed. ■ An ambitious recruitment and new-hire training program was carried out. The combination of these strategies produced the desired results and by mid-1990, over 95% of all flight sectors were properly staffed according to service formulas. While not perfect, it was a significant improvement — even when measured against industry standards. Although our airplane staffing goals for 1991 remain unchanged, various factors outside our immediate control are impacting our performance. First, the precipitous decline in passenger traffic following the outbreak of the Middle East War necessitated a series of radical schedule actions which disrupted patterns of flying. Due to LVP and other contractual provisions, our ability to reassign available flight attendants from cancelled flights to other trips was limited. Second, the resulting overage of flight attendants systemwide, coupled with the sale of the London route authority to UAL required a reduction in force at certain bases. Given the seniority system under which we operate, a series of displacements took place which in effect further reduced the available headcount for periods of up to 14 days as senior flight attendants transferred to new bases of assignment. Third, we are experiencing a medical grounding rate which, on average, exceeds our forecast by nearly 170 flight attendants per day. Any one of these factors by itself would have resulted in sporadic short-staffing, however, the combination of the three is more than we anticipated. See H. E. Adler, page 4 New WorldPass announcement includes United mileage offer A new in-flight WorldPass announcement was issued in Bulletin 003-91 on April 3 to include the United Airlines mileage/awards offer. Please make this announcement just after takeoff, in lieu of the current WorldPass announcement in the FSHB, 1413, page 23. For your convenience, the bulletin also contains announcement translations in French, German, Italian, Portuguese and Spanish. Further details of the PA/UAL marketing agreement include: • WorldPass members who are also United Airlines Mileage Plus members may elect at time of check-in to accrue miles under either program. • WorldPass Platinum members who are also Mileage Plus members and elect to accrue Mileage Plus miles on Pan Am, will not be eligible for advance or airport Platinum upgrade on that particular flight. • Mileage Plus and Mileage Plus Premier members will not be eligible for one class upgrades on Pan Am. • WorldPass members can redeem award travel on United through the WorldPass Service Center or by mail as with any other WorldPass award. • United Red Carpet Club members will have access to Pan Am Clipper Clubs through April 1994. Red Carpet Club members must show current club card and valid ticket for same day travel on Pan Am. Look inside Safety and Security..........2 Airline Performance..........2 Flight Service Procedures....3 Cabin Appearance ............3 In-Flight Provisioning.......3 TITA.........................3 Flight Service Communication Center.................... 5 Duty Free................... 5 Marketing and Corporate News .. 6 FLIGHT SERVICE HANDBOOK REVISION UPDATE FSHB Revision 98 is the most current revision.
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Title | Page 1 |
Object ID | asm0341004936 |
Digital ID | asm03410049360001001 |
Full Text | MAY 1991 In-Flight Service PftW AMERICA MRLD mm Issue 4 I H. E. Adler’s Column I From my perspective, there is no doubt that flight attendants as a group display a natural desire to do things well. And as a consequence of that personal commitment, we are making substantive inroads in boosting on-board service quality. Still, I recognize that individual efforts alone cannot compensate for lack of tools or proper staffing. To my disappointment, we are falling short of our goals in that regard and an explanation is in order. By way of background, shortly after I joined the Company a series of strategies were put in place to address the short-staffing problem as follows: ■ Computer models were developed based on historical flight data to improve both short and long-term manpower planning forecasts. ■ Bidline averages were lowered to improve our ability to respond to sudden increases in flying. ■ Variable staffing methods were adjusted to reduce “over-staffed” flights and to allocate available flight attendants where actually needed. ■ An ambitious recruitment and new-hire training program was carried out. The combination of these strategies produced the desired results and by mid-1990, over 95% of all flight sectors were properly staffed according to service formulas. While not perfect, it was a significant improvement — even when measured against industry standards. Although our airplane staffing goals for 1991 remain unchanged, various factors outside our immediate control are impacting our performance. First, the precipitous decline in passenger traffic following the outbreak of the Middle East War necessitated a series of radical schedule actions which disrupted patterns of flying. Due to LVP and other contractual provisions, our ability to reassign available flight attendants from cancelled flights to other trips was limited. Second, the resulting overage of flight attendants systemwide, coupled with the sale of the London route authority to UAL required a reduction in force at certain bases. Given the seniority system under which we operate, a series of displacements took place which in effect further reduced the available headcount for periods of up to 14 days as senior flight attendants transferred to new bases of assignment. Third, we are experiencing a medical grounding rate which, on average, exceeds our forecast by nearly 170 flight attendants per day. Any one of these factors by itself would have resulted in sporadic short-staffing, however, the combination of the three is more than we anticipated. See H. E. Adler, page 4 New WorldPass announcement includes United mileage offer A new in-flight WorldPass announcement was issued in Bulletin 003-91 on April 3 to include the United Airlines mileage/awards offer. Please make this announcement just after takeoff, in lieu of the current WorldPass announcement in the FSHB, 1413, page 23. For your convenience, the bulletin also contains announcement translations in French, German, Italian, Portuguese and Spanish. Further details of the PA/UAL marketing agreement include: • WorldPass members who are also United Airlines Mileage Plus members may elect at time of check-in to accrue miles under either program. • WorldPass Platinum members who are also Mileage Plus members and elect to accrue Mileage Plus miles on Pan Am, will not be eligible for advance or airport Platinum upgrade on that particular flight. • Mileage Plus and Mileage Plus Premier members will not be eligible for one class upgrades on Pan Am. • WorldPass members can redeem award travel on United through the WorldPass Service Center or by mail as with any other WorldPass award. • United Red Carpet Club members will have access to Pan Am Clipper Clubs through April 1994. Red Carpet Club members must show current club card and valid ticket for same day travel on Pan Am. Look inside Safety and Security..........2 Airline Performance..........2 Flight Service Procedures....3 Cabin Appearance ............3 In-Flight Provisioning.......3 TITA.........................3 Flight Service Communication Center.................... 5 Duty Free................... 5 Marketing and Corporate News .. 6 FLIGHT SERVICE HANDBOOK REVISION UPDATE FSHB Revision 98 is the most current revision. |
Archive | asm03410049360001001.tif |
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