Originally Posted by cepheid

He is very aware that pilots aren't there just to haul people around, but are an integral part of the customer-facing team and that even small, easy touches by the pilots can make a significant difference in the passenger's experience before, during, and even after a flight. A lot of these little niceties are just that - little - and yet they can turn a bad flight into a good one. Capt. Flanagan said that every passenger deserves to get where they're going in a safe and enjoyable manner; he knows that they're not just passengers, they're people, and he clearly wants every pilot to share this outlook.