Monthly operational bulletin, Issue 1, February 1991

              H. E. Adler’s Column
By now, we have all come to better understand the process of financial reorganization and what it means to the future of our Company. This bold step should not be viewed as a failure of the strategic plans of the past three years, but rather as an opportunity to refocus on finding more effective ways to ultimately achieve our service and operational goals.
Looking back at the first week following the filing for reorganization, we have good reason to be proud. We promised our customers that it would be “business as usual” and we delivered on
“You are important to us. How was your trip?” This greeting encourages any Pan Am customer with a problem, question or suggestion to talk about it—and get a response. The Service Resolution Center (SRC), which replaces Customer Relations, is available to our customers to answer questions, resolve complaints and accept commendations systemwide. The center is presently open Monday through Friday, 0700-2400 EST; Saturday and Sunday, 0700-2200 EST.
The purpose of the “SRC” is to resolve problems and ensure customers return to Pan Am. When a call involves a complaint, the Service Resolution Representatives offer a sincere apology for any substandard service, obtain all relevant information, attempt to establish an immediate resolution and initiate corrective action. Some problems require further research and verification.
that promise. Flights continued to operate as scheduled, passenger loads remained at levels which are in keeping with this time of year and advance bookings ran well ahead of our expectations. Indeed, we sustained the support of the traveling public as well as the travel agent community, both essential components to our future success. Your positive and confident attitude most assuredly contributed to that end and I extend my personal thanks for your thoroughly professional performance.
The outbreak of war in the Middle East brings another extraordinary challenge as early signals indicate a drop in traffic — especially across the
Call-in customers are directed to one of three SRC units — Passenger Service, Baggage and Premier. The Premier unit is available to all First Class and Clipper Class customers, top government officials and Fortune 500 senior executives.
As always, whenever a customer is dissatisfied with the in-flight service, please make every effort to correct the problem. Should you be unable to resolve the situation to the customer’s satisfaction, offer the customer the call-in convenience of the Service Resolution Center. The toll-free number is 800-428-1100 and is published in the Pan Am Schedule (inside back cover). Written correspondence may be directed to:
Pan American World Airways, Inc.
P.O. Box 592055 AMF
Miami, FL 33159
Attn.: Service Resolution Center
Atlantic. Admittedly, it would be easy to become discouraged in light of yet another handicap. In my view, however, we can influence our circumstances by being more diligent, more resourceful and more effective. At first, it was “service as usual;” now, of necessity, it must be “service better than ever.” In the end, as Oliver Wendell Holmes once said: “What lies behind us and what lies before us are tiny matters, compared to what lies within us.” The focus should not be on what is happening to us, but rather on how we are going to respond. We can do it!
Look Inside
Safety and Security...........2
In-Flight Provisioning........2
Flight Service Procedures.....3
Crew Scheduling News..........4
Duty Free.....................5
TITA..........................5
Flight Service Communication
Center.......................5
Marketing and Corporate News.. 6
Airline Performance...........6
Aircraft Maintenance
and Appearance...............7
Employee Benefits ............7
People News ..................7
FLIGHT SERVICE HANDBOOK REVISION UPDATE
The most recent FSHB revision is Revision 96.
Service Resolution Center handles customer complaints/comments