Monthly operational bulletin, Vol. 17, Issue 5, May 1987

              ^Monthly Operational Bulletin
To:	All Pan Am Flight Attendants
From: In-Flight Service Headquarters - M
r
VOLUME XVII, Issue 5E LIBRARY May 1987
MAY 2 7 1987
Dear Fellow Employees:
PAW AMERICAN WORLD AIRWAYS
Indications are that Pan Am will have a very good summer with heavy bookings and growing traffic. In iMarch, our Company turned in the best financial performance for the month of March in 15 years. The First Quarter results were better than last year’s. Most of this improvement is attributed to the- heavy full-fare North Atlantic traffic and heavy domestic traffic resulting from discounted fares.
Our on-time reliability factor is currently the best among major U.S. carriers and has gained us credibility with the traveling public. Since February, we have exceeded our goal of having 75 per cent of all flights depart within five minutes of schedule. We have become the best in reliability in the industry by focusing on a problem and solving it.
Now we are adding a focus on service. We started an awareness campaign for all employees to recognize the importance of passenger service for our future. We must concentrate on the importance of service excellence. All of us must think service, promote service and, most importantly, deliver a superior service.
What does this mean to us? The summer schedule is in place and passengers are ready and willing to travel. This is not the time to be complacent. We have the most contact with our passengers and we must do everything we can to offer a consistently superior service to our passengers. We can make a difference.
Granted, there are a lot of problems “out there” that still need to be addressed and are of great frustration to us all. The challenge is for us to convince our customers that we are, indeed, a service-oriented airline. The objective is to improve the service image.
We need to make sure that our customers consistently perceive Pan Am as providing superior levels of service and will always and emphatically respond “YES” when asked if they will fly Pan Am again.
We have come so far with our professionalism and winning spirit; we cannot lose the opportunity this summer to make 1987 both a profitable and memorable year for Pan Am.
J. Robert Juliano