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Monthly Operational Bulletin
VOLUME XVII, August 1987
To: All Pan Am Flight Attendants
From: In-Flight Service Headquarters - MIA
I. leoWORATE LIBRARY\
AUG 2 1 1987
PAH AMERICAN WORLD AIRWAY
Am Flight Attendants t Service Headquarters - MIA
Dear Fellow Employees:
The remainder of 1987 will be a critical period for our airline. Our reaction to any problems and changes that lie ahead will play a major role in the success of Pan Am. Quite a lot of “news” concerning the future of the Company is currently being made available to you. Since one source of information sometimes contradicts another, it is easy to become confused. When confused, it is easy to fall prey to rumor.
Let me give a recent example of the damage a rumor can do. One of our Flight Attendants discussed some incorrect information with a passenger (the rumor that Pan Am will be on strike September 16, except that it was stated as fact). The passenger relayed this information to his travel agent, who happens to give Pan Am a great deal of business, saying he didn’t want to fly on Pan Am because of the chance of a strike. You can imagine how such a story can end and how much it can cost us in revenue. This one statement has hurt Pan Am and each of us. It reminds us that it is essential for each of us to refrain from discussing any information that might be detrimental to the Company in the earshot of passengers or potential passengers — in any public areas as well as on board the airplane.
During the month of September, I will be visiting all bases to discuss current staffing problems, a new concept of staffing, and Flight Service plans for 1988. The schedule for these meetings is as follows:
At these meetings, I will answer any questions you may have on any subject affecting Flight Service, giving you facts to replace rumors. Don Parker, Senior Vice President, Passenger Services, will be joining us in as many of these meetings as he can. I find these meetings helpful in reinforcing my belief in your enthusiasm for providing superior service. It is my intent to make them helpful to you so that you can understand what is happening in our department.
See you in September.
September 10 — London September 15 — San Francisco September 16 — Los Angeles September 22 — Miami September 23 — JFK (Worldport) September 24 — New York City
J. Robert Juliano
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| Title | Page 1 |
| Object ID | asm0341004909 |
| Digital ID | asm03410049090001001 |
| Full Text | r Monthly Operational Bulletin VOLUME XVII, August 1987 To: All Pan Am Flight Attendants From: In-Flight Service Headquarters - MIA I. leoWORATE LIBRARY\ AUG 2 1 1987 PAH AMERICAN WORLD AIRWAY Am Flight Attendants t Service Headquarters - MIA Dear Fellow Employees: The remainder of 1987 will be a critical period for our airline. Our reaction to any problems and changes that lie ahead will play a major role in the success of Pan Am. Quite a lot of “news” concerning the future of the Company is currently being made available to you. Since one source of information sometimes contradicts another, it is easy to become confused. When confused, it is easy to fall prey to rumor. Let me give a recent example of the damage a rumor can do. One of our Flight Attendants discussed some incorrect information with a passenger (the rumor that Pan Am will be on strike September 16, except that it was stated as fact). The passenger relayed this information to his travel agent, who happens to give Pan Am a great deal of business, saying he didn’t want to fly on Pan Am because of the chance of a strike. You can imagine how such a story can end and how much it can cost us in revenue. This one statement has hurt Pan Am and each of us. It reminds us that it is essential for each of us to refrain from discussing any information that might be detrimental to the Company in the earshot of passengers or potential passengers — in any public areas as well as on board the airplane. During the month of September, I will be visiting all bases to discuss current staffing problems, a new concept of staffing, and Flight Service plans for 1988. The schedule for these meetings is as follows: At these meetings, I will answer any questions you may have on any subject affecting Flight Service, giving you facts to replace rumors. Don Parker, Senior Vice President, Passenger Services, will be joining us in as many of these meetings as he can. I find these meetings helpful in reinforcing my belief in your enthusiasm for providing superior service. It is my intent to make them helpful to you so that you can understand what is happening in our department. See you in September. September 10 — London September 15 — San Francisco September 16 — Los Angeles September 22 — Miami September 23 — JFK (Worldport) September 24 — New York City J. Robert Juliano |
| Archive | asm03410049090001001.tif |
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