Pan Am clipper, Vol. 10, No. 1, January 1984

              Published monthly by the Corporate
Communications Department, Pan American Wbrld Airways,
200 Park Avenue, New York, NY 10166
JANUARY 1984/VOL. 10 NO. 1
CLIPPER
Campaign 84: Sales Meeting Votes For Profitability
If an election would have been held in Miami Dec. 12-13, Pan Am’s sales team would have won hands-down.
Meeting in a political convention atmosphere and format during “Campaign ’84,” the 777 delegates from around the world attending the company’s system sales
meeting quickly settled down for business. That business: how to keep Pan Am moving forward, by consolidating the gains of the past year and blueprinting the company’s continued push to profitability in 1984.
Delivering the keynote address was Senior Vice President Marketing Martin R.
Shugrue. Declared Shugrue: “We need three things from all of you here during the coming year. These are sell—SELL—and SELL!” From the moment (0745) the Miami Senior High School Band marched the delegates into the Miami Convention Center, the focus was on “sell”—and how to do it better.
Each division in the cavernous center was seated together by region and station, as in a political convention. And when Campaign ’84 Chairman and Vice President Passenger Sales John Krimsky gaveled the conclave to order, the meeting was off and running. In high gear.
First order of business on the agenda was an official welcome to Miami to Pan Am’s global sales force from Steve Clark, Metro Dade County mayor. Director of Tourism Jeanne Westphal likewise extended her greetings. (Continued, on P 2)
Campaign ’84. Run in a political convention aura, Pan Am’s recent sales meeting in Miami would have qualified as an electoral landslide. Delegates voted for a return to profitability in 1984, then detailed their goals and how they plan to achieve them.
‘Attitude is the not-so-secret ingredient’: a Shugrue interview
What distinguishes one carrier from another and makes passengers want to fly Carrier A, rather than Carrier B?
According to Senior Vice President Marketing Martin R. Shugrue, it isn’t equipment, since most carriers these days—even the smallest—now fly the same kind of aircraft. Nor is it fares, since in most instances fares are pretty much the same.
The not-so-secret ingredient in one carrier’s success over all the others is employee attitude. The attitude of an airline’s personnel and their willingness to cheerfully and courteously meet the needs and interests of customers is what woos and wins air travelers—and gets them to fly again.
Where do Ran Amers stand with regard to attitude? CLIPPER recently queried Shugrue. Here are his answers, vital to all of us.
Q. Where does Pan Am’s product stand today?
A. Pan Amers systemwide have made phenomenal progress during the past year in (Continued on P. 6)
Former NAL Exec John M. Lindsey joins Pan Am As Senior Vice Pres. Legal
John M. Lindsey, who before the Pan Am/ National Airlines merger in 1980 served as NAL’s general counsel and secretary, has been elected senior vice president legal and corporate affairs for Pan Am. He will be headquartered in the Pan Am Building in New York.
Lindsey, 53, comes to the company from Miami’s Southeast Bank, where he was senior vice president administration and legal.
He succeeds Jerome E. Hyman, who served temporarily as senior vice president and general counsel for the airline. Hyman returns to the law firm of Cleary, Gottlieb, Steen and Hamilton, where he’s a senior partner.
Dating back to 1958, Lindsey’s close association with commercial aviation began when he joined the Civil Aeronautics Board’s Office of General Counsel as an attorney. He then became counsel for the CAB’s Bureau of Operating Rights. (Continued on P. 8)
Magic Moment. Was it only on July 1 that Pan Am inaugurated its “Air Bridge” between Miami and Orlando? And only on Sept 7 that the operation was expanded to include Miami and Tampa/St Petersburg? Well, you certainly can't tell from the number of passengers who’ve already flown the bridge and made it an extraordinary success. Fact is that on Dec. 12, the airline carried its 400,000th passenger on the Bridges—and is closing in on the “Big 5” in a hurry. Result was that Christmas came early last year for Rio de Janeiro’s seven-year-old Luciana Giumares. Number 400,000, she was greeted by Mrs. and Mr. Santa Claus, an elf and “Big Bird,” before she boarded her flight in Miami. We captured the moment on film. Left to right: Big Bird; Mrs. Claus, actually Lorraine Downes, Miss Universe; Luciana’s brother, Migel; Santa, Vice President Passenger Sales John Krimsky; Luciana and a king-sized elf, Washington’s irrepressible Bernie Bramsen. In case you don’t know the two characters down front—after all the publicity they’ve gotten in CLIPPER—find out for yourself!
December RPMs (Ip 15.4 Percent; Company Registers 6.2 Percent Rise In RPMs For 1983
Pan Am’s revenue passenger miles during December 1983, increased 15.4 percent over the month a year earlier. Available seat miles increased 9.1 percent, while load factor was up 3.1 percentage points, from 55 to 58.1 percent.
For all of last year, the company registered a 6.2 percent increase in scheduled revenue passenger miles, compared with 1982. Scheduled capacity was down 2.8 percent, while scheduled load factor increased 5.3 points to 62.4 percent.
Last month’s traffic showed an increase in all areas of the airline’s operations. The Pacific Division showed the highest load factor, at 66.7 percent. This was an 11.4 percent improvement over December 1982. Scheduled revenue passenger miles in the Pacific were up 11.5 percent, with capacity down 7.5 percent. (Continued on P. 6)