Monthly operational bulletin, Issue 7, August 1991

              In-Flight Service
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MO	N	Thly	o	PERATIONA	L	BULLETIN
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AUGUST 1991
Issue 7
I H. E. Adler’s Column I
A Personal Note
No doubt all of us are grappling with some tough questions about our future and it is natural to question the strategies that the Company is following. For most people the word “strategy” conjures up images of brilliant military leaders moving pieces on table-sized maps or double agents infiltrating the KGB. In real life, however, the best strategy is a process, not a plan. And, if we are to capitalize on the best opportunity, it is necessary to respond to
changing conditions. This, of course, is an unsettling message for those looking for more clarity.
The complexity of the negotiations now ongoing between various parties interested in Pan Am and its assets are exacerbated by the fact that we are a Company in reorganization. Whatever agreements in principle are reached ultimately must satisfy the needs of numerous constituents — the creditors, the Bankruptcy Court, governmental agencies and others. Add to that an unyielding desire on our part to protect
the livelihood of as many employees as possible — thus we are faced with a task of formidable proportions.
There are no simple answers, nor do I propose to know the final outcome. In fact, I struggle with many of the same emotions you do. Nonetheless, I find the effort worthwhile and fulfilling. It enables me to appreciate Pan Am, to serve as best I can and to keep on trying. We should be proud of our accomplishments and never forget that the collective wisdom of our group is one of our strongest advantages.
More favorable Flight Service survey results
The United States Travel and Tourism Administration conducts quarterly surveys of international air travelers to gain information to help improve services in the U.S. and abroad for these travelers. The survey results are
also shared with the airlines for internal use. Below are two graphs which focus on the basic components evaluated in the surveys; one rated by U.S. residents and one rated by nonresidents. Both graphs measure the percent of customers
PERCENT RATING EXCELLENT/GOOD
U.S. RESIDENTS
8CHEDULE PRICE COMFORT APT 8VC F/A 8VC FOOD/BEV OVERALL £38 1988 nm 1989 EE231090	88 2090 HMD 4090 I I 1091
100
80
60
40
20
O
PERCENT RATING EXCELLENT/GOOD
T	NON RESIDENTS
who rated Pan Am excellent or good in each category. You can be proud that the Flight Attendant Service area shows some of the highest ratings, and has continued to improve each quarter. Congratulations, and thank you!
Look Inside
Safety and Security............2
Flight Service Procedures......2
Duty Free......................3
TIT A Talk.....................4
Employee Benefits .............4
Station News...................4
Marketing and
Corporate News ...............4
People News ...................4
FLIGHT SERVICE HANDBOOK REVISION UPDATE
The most recent FSHB revision is Revision 101.