Positive Impact In Communication

A United Airlines flight crew demonstrated the high customer service standards that United Airlines used to be so highly recognized for...

by James GW Fisher - PIN / Las Vegas "LIVE" Editor 

Setting A Good Example

Setting a good example..a familiar theme at most any business, but how many of us understand the reasoning behind it and how it ties into our verbal interaction?  Well, the flight crew from a flight with United Airlines I recently took from Los Angeles to Newark, NJ showed me that they take positive communication seriously. Now this flight crew was not just any flight crew, these folks truly helped define the meaning of the words  "Positive Image".

Turning A Bad Situation Into A Positive End

I am sure by now you are wondering what's all the hullaballo about a flight crew. The answer is simple. A gate agent for United Airlines in Los Angeles International Airport, acted in a very unprofessional manner which impacted a number people on the flight I was on. 

It all stemmed from poor communication. The matter may have snowballed into a serious embarrassment for United Airlines but it was this particular flight crew that pulled together to take a matter that would have left several very unhappy customers, and turned it into a situation where those same people had a renewed faith in United Airlines service.

It Amy Katz, Susan Yeager-Helt, Lynn Richardtz, Charles Griffin, and Debra Straziuso; these were the incredible miracle workers who clearly demonstrated the high level VIP treatment of customers for which United Airlines was so highly recognized for so many years. They are striving to keep a literal positive tradition alive so that others may enjoy it in the future.

These precious folks put their personal selves aside aside and when the trash hit the fan at the gate in Los Angeles, these people immediately stepped in and went over and above their job to ensure that all United Airlines customers were 110% satisfied. Unlike many other flight crews where you generally only have one or two leaders who step-out and get the job done, the entire flight crew took up the gauntlet for UA customers and made sure all was set right!

Performance As Well As Dependability

Performance as well as dependability is without question a top priority demonstrated by the flight crew from this scenario. They have shown that people can still believe in quality service still being delivered at an affordable price with an airline.

The United Airlines flight crew showed the importance of the spoken word and how it can make or break a situation. Although the gate attendant was an embarrassment to United Airlines as a whole, these people showed that you can take a potential problem and turn it into a positive end by simple positive communication and service. to all of the flight crew, even those not featured in the photo in the article.

Kudos to all of the flight crew, even those not featured in the photo in the article. An interesting point should be made here. The one person who was not featured in the photo was missing because she was busy assisting a passenger who had struck his head by accident on one of the video screen embedded in the ceiling of the 757 while de-boarding the aircraft; Customer service before personal self. Kudos!!