Captain Denny Flanagan, United Airlines pilot, gets it. He understands that the experience of flying should be a pleasant, enjoyable one. Read his story in the Wall Street Journal.
Jackie Huba, at Church of the Customer, writes,
The reason why Capt. Flanagan is a rogue is because his work isn't the result of formal training. I'll bet his techniques make some colleagues uneasy or nervous. Even United's "Chief Customer Officer" isn't quite sure what to do with him other than "hope" Flanagan's techniques rub off on other pilots.
That's a missed opportunity.
I agree.
Airline pilots are the most honorable men in the world.
Posted by: Tracy Smithson | October 22, 2007 at 09:44 PM