|
Pilots to launch "friendliness" program
That impersonal voice from the cockpit -- "This is the captain speaking" -- is getting friendlier at United Airlines. Pilots at the carrier are stepping up a campaign of friendliness in a bid to win customers' hearts -- and loyalty. Under the program, you'll be more likely to see an actual pilot at the gate to explain to you why your flight is delayed. While airborne, frequent fliers may find a flight attendant pressing a note from the pilot into their hands: a personal thank-you for being aboard. And kids traveling alone will in some cases be offered a chance to call home while in flight, using a pilot's credit card... United pilots also pass out trading cards with a picture of the aircraft and facts about it, such as the name, size and other details. At the bottom of the card is a note to travelers thanking them for flying the airline. As with the business cards, United's pilots pass out the cards to only United's top frequent fliers. The airline reimburses the pilots for printing their cards. For the past 20 years or so, about 10 percent of United's pilots handed out the business cards to passengers. During layovers, most pilots would review the passenger manifest and identify which passengers were top frequent fliers. The pilot would then write a personal note thanking them for flying the carrier. The current campaign hopes to broaden card-giving by pilots. |
Originally Posted by FightingIlliniUAL
Some interesting notes about the pilot thank you notes/cards
http://www.washingtonpost.com/wp-dyn...050801330.html |
Pilots at the carrier are stepping up a campaign of friendliness in a bid to win customers' hearts -- and loyalty. |
I've said before, that when pilots write a note addressed to frequent fliers, it's almost like printing money for UA. Frequent fliers may not pay hundreds more for their next flight, but sometime downline, when it comes down to all other things being equal, people will go where they are respected and recognized.
Of course, all this good will can be undone in a flash of stupidity by RCC matrons, CSRs in Bangalore, or gate agent monsters, but encouraging pilots to do what they can is a good move by UA. No down side. Minimal cost. Potential to swing major customers their way. |
This would be awesome! ^
I am looking forward to the changes! PS: Am I correct in thinking that the pilots have to pay for their own business cards? Would this not deter them from giving out these notes? |
Originally Posted by lucky9876coins
PS: Am I correct in thinking that the pilots have to pay for their own business cards? Would this not deter them from giving out these notes?
The airline reimburses the pilots for printing their cards. |
Originally Posted by lucky9876coins
PS: Am I correct in thinking that the pilots have to pay for their own business cards? Would this not deter them from giving out these notes?
|
Ah, I was wondering why I got the card last month. It was cool! Pilots are some of the best ambassadors for the airlines, since they are trusted and in a professional uniform. MUCH better than GAs.
|
The friendliest thing a pilot can do for me is to flip that switch and turn on Channel 9. Let's see....I think it costs...zero...to add that to the "friendliness" program.
|
I've never gotten one of these cards; there was a flight when they were being handed out, and the FA paused at my assigned seat (perhaps to look for me) but moved on.
I had moved to an empty row! :) --- I have a MM friend who's been 1K for 10+ yrs. He gets these cards all the time. He tells me his only reaction is, "Shouldn't he be flying the plane instead of writing out cards?" :D :D |
Originally Posted by DenverBrian
The friendliest thing a pilot can do for me is to flip that switch and turn on Channel 9. Let's see....I think it costs...zero...to add that to the "friendliness" program.
You got that right! 4 flights on Saturday, 5/6. Channel 9 was only on 2 of them. Unhappy camper in the exit row. Other than the ones who have a strange aversion to Ch9, I've always found UA pilots, and airline pilots in general, to be pretty friendly. Unlike the folks who interact with customers all the time (TA, GA, FA) the pilots tend to "get it" and know what side their bread is buttered on. |
Great idea - bringing the friendly skies back to United. Sorry, couldn't resist. :D
|
A very nice gesture. ^
|
Originally Posted by ajax
It would be great if some of the nasty FAs followed suit.
|
I have flown in C and F as a 1K on transpacific and transatlantic routes and have never gotten one of these thank you cards!
|
| All times are GMT -6. The time now is 2:39 pm. |
This site is owned, operated, and maintained by MH Sub I, LLC dba Internet Brands. Copyright © 2026 MH Sub I, LLC dba Internet Brands. All rights reserved. Designated trademarks are the property of their respective owners.