Monthly operational bulletin, Vol. 16, Issue 7, July 1986

              Monthly Operational Bulletin
To: All Pan Am Flight Attendants From: In-Flight Service Headquarters - MIA
Dear Fellow Employees:
VOLUME XVI, Issue 7 July 1986
I am pleased to announce the introduction of a Purser Communication Center, effective July 14th. The Center will be located in Miami, and has been formed to enhance our ability to effectively respond to a variety of Purser Communications concerning you and our service product.
The Center will be staffed by Pursers from various Pan Am bases and will respond to all Purser Reports, either by phone on toll-free lines, or through FACTS reports. Center staffers will work directly with all of the departments you interface with to address reported problems and/or suggestions. A summary of the problems reported to the Center and their resolution will be the subject of a new monthly section of the MOB, enabling all Flight Attendants to benefit from the work of the Center.
Pursers will receive detailed information shortly about contacting the Center. Although it is presently technologically impossible and economically unfeasible to extend the toll-free call-in system to Pursers living outside the U.S., London based Pursers should feel free to use the 800 number whenever they are in the U.S.
Pursers will be able to phone PurserLine, an automated taped message system. Using a touch-tone or rotary phone, Pursers can request the computer driven system to play any one of a number of taped messages on a variety of pertinent subjects. These messages, recorded by a variety of personnel, including senior officers of the company, are designed to provide Pursers with answers to your questions and concerns, as well as information concerning future plans and current issues which impact our product. PurserLine will not be utilized as a forum for the discussion of labor relations issues nor will it be an alternative to the Flight Service Bases’ administrative and personnel procedures. PurserLine also utilizes a toll-free call-in system. Pursers have been sent detailed information concerning access to PurserLine.
Pursers who work at the Center will be provided an invaluable opportunity to acquire an intimate working knowledge of the airline operation, and will be able to utilize their experience and expertise to directly participate in product improvement. The first group of Pursers to work in the Center began their training in early June. They have developed a handbook of procedures and information sources for use by Pursers who follow them. Pursers from throughout the system who are interested in one of these short-term Center assignments are invited to respond to vacancy postings which will be posted from time to time on base bulletin boards. All applicants will be considered.
The opening of the Center is the first element of a comprehensive program designed to enhance the Purser position, and in turn, our service product and our Flight Attendants role in the development and delivery of that product. Additional information concerning our Purser program will be announced in the near future.
J. Robert Juliano
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