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Published for PAA’s Traffic Sales & Service Personnel
Vol. 11, No. 2 New York, N. Y.___________February, 1954
For the second time, 1951 and 1953, Portland won the U. S. Sales’ Top Award for sales office performance. Presenting the plague to DSM John Moller, while U. S. Sales Manager John Ogilvie watches, is Vice President Traffic & Sales Willis G. Lipscomb. Mr. Moller traced his success right back to the training program and to the integrity of ea\ch member of his staff. For other pictures, see pages 6 and 8.
Competition Better?
REPORTS COMPARE FLIGHT SERVICE
Foreign Lines’ Claims Disputed by Observer
From time to time we all hear that passengers get better service on foreign carriers. And we have heard a great deal about how non-American cabin attendants are better at serving people.
The only way to find out about this is to ride the competition — a thing few PAA personnel get a chance to do. But one man has been making a business of it. His name is Captain James Walker, former General Manager for Panagra in Lima and former Chief Pilot for LAD who is now System Supervisor of Passenger Service.
PAA Personnel Superior
After riding the competition’s flights in all Divisions for over a year as an anonymous observer or “comparison shopper,” Captain Walker has decided that their flight service is not what it’s cracked up to be. This is what he has to say:
First, that with few exceptions PAA’s cabin attendants are better educated, better groomed and offer better service than the flight personnel of European and other lines.
And they offer something extra, he says — an ability, compounded of better education and good but easy Ameri-
can manners, to create a friendly and enjoyable atmosphere in the aircraft. “What is more important?” Capt. Walker asks, “a servile bow with a nap-
THEORY EXPLODED
The old theory that Europeans per se are better at providing personal service has been challenged in reports made by Capt. James Walker, System Supervisor of Passenger Service. Traveling anonymously on many flights of both the competition and PAA, Capt. Walker found that Pan American captains, pursers, stewards and stewardesses are doing the superior job — a fact of which many PAA personnel are not aware, since they don't often get the chance to ride on competitive lines.
kin over the arm, or this ability? The general atmosphere in the cabin can make or break a flight.”
Pan American captains, too, are far ahead of their counterparts in making announcements of interest to the passengers, in going back to chat with them
Continued on Page 2
“Clipper” Trade Mark, Reg. U. S. Pat. Off.
DSMs Set Program For '54 in Boston
“Buyer’s Market” Means Travelers Must Be Wooed
With a 34 per cent increase in transatlantic tourist service, an intensified program for agents, new plans for selling airmail and air parcel post and a record advertising budget to back up their 1954 sales drive, U. S. DSMs had plenty to talk about during their annual meeting in Boston last month.
After the 1953 Top Award plaque was presented by Willis G. Lipscomb, Vice President Traffic and Sales, to Portland DSM John Moller (see cut at left) the meeting got down to business. Here are a few of the highlights:
Advertising
Maury Hanson of J. Walter Thompson said the stress in this year’s advertising would be on equipment, service and world leadership. A new magazine medium had been added — The National Geographic — and the coverage of PAA’s TV program “Meet the Press” is being extended. (For a separate story on “Meet the Press”, see page 7.)
Agents
Agents will receive much more attention in 1954: sales clinics, Blue Books for all agencies, training, and work teams that will go around spending a week or two in each area are among the new things scheduled. ATD will contribute four men to these teams — two from Italy and one each from Germany and France.
Buyers' Market
It was emphasized that the U. S. market in 1954 would be a “buyers’ market!’ in which the prospective traveler would have to be carefully wooed: the product will have to be made more attractive
Continued on Page 8
fire c
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Object Description
Description
| Title | Page 1 |
| Object ID | asm0341005786 |
| Digital ID | asm03410057860001001 |
| Full Text | Published for PAA’s Traffic Sales & Service Personnel Vol. 11, No. 2 New York, N. Y.___________February, 1954 For the second time, 1951 and 1953, Portland won the U. S. Sales’ Top Award for sales office performance. Presenting the plague to DSM John Moller, while U. S. Sales Manager John Ogilvie watches, is Vice President Traffic & Sales Willis G. Lipscomb. Mr. Moller traced his success right back to the training program and to the integrity of ea\ch member of his staff. For other pictures, see pages 6 and 8. Competition Better? REPORTS COMPARE FLIGHT SERVICE Foreign Lines’ Claims Disputed by Observer From time to time we all hear that passengers get better service on foreign carriers. And we have heard a great deal about how non-American cabin attendants are better at serving people. The only way to find out about this is to ride the competition — a thing few PAA personnel get a chance to do. But one man has been making a business of it. His name is Captain James Walker, former General Manager for Panagra in Lima and former Chief Pilot for LAD who is now System Supervisor of Passenger Service. PAA Personnel Superior After riding the competition’s flights in all Divisions for over a year as an anonymous observer or “comparison shopper,” Captain Walker has decided that their flight service is not what it’s cracked up to be. This is what he has to say: First, that with few exceptions PAA’s cabin attendants are better educated, better groomed and offer better service than the flight personnel of European and other lines. And they offer something extra, he says — an ability, compounded of better education and good but easy Ameri- can manners, to create a friendly and enjoyable atmosphere in the aircraft. “What is more important?” Capt. Walker asks, “a servile bow with a nap- THEORY EXPLODED The old theory that Europeans per se are better at providing personal service has been challenged in reports made by Capt. James Walker, System Supervisor of Passenger Service. Traveling anonymously on many flights of both the competition and PAA, Capt. Walker found that Pan American captains, pursers, stewards and stewardesses are doing the superior job — a fact of which many PAA personnel are not aware, since they don't often get the chance to ride on competitive lines. kin over the arm, or this ability? The general atmosphere in the cabin can make or break a flight.” Pan American captains, too, are far ahead of their counterparts in making announcements of interest to the passengers, in going back to chat with them Continued on Page 2 “Clipper” Trade Mark, Reg. U. S. Pat. Off. DSMs Set Program For '54 in Boston “Buyer’s Market” Means Travelers Must Be Wooed With a 34 per cent increase in transatlantic tourist service, an intensified program for agents, new plans for selling airmail and air parcel post and a record advertising budget to back up their 1954 sales drive, U. S. DSMs had plenty to talk about during their annual meeting in Boston last month. After the 1953 Top Award plaque was presented by Willis G. Lipscomb, Vice President Traffic and Sales, to Portland DSM John Moller (see cut at left) the meeting got down to business. Here are a few of the highlights: Advertising Maury Hanson of J. Walter Thompson said the stress in this year’s advertising would be on equipment, service and world leadership. A new magazine medium had been added — The National Geographic — and the coverage of PAA’s TV program “Meet the Press” is being extended. (For a separate story on “Meet the Press”, see page 7.) Agents Agents will receive much more attention in 1954: sales clinics, Blue Books for all agencies, training, and work teams that will go around spending a week or two in each area are among the new things scheduled. ATD will contribute four men to these teams — two from Italy and one each from Germany and France. Buyers' Market It was emphasized that the U. S. market in 1954 would be a “buyers’ market!’ in which the prospective traveler would have to be carefully wooed: the product will have to be made more attractive Continued on Page 8 fire c i |
| Archive | asm03410057860001001.tif |
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