FLIGHT OPS FLYER August 21, 1998 **************** *************** Customers Appreciate Informative Announcements ---------------------------------------------- Many customer letters sent to United confirm that United pilots have put their announcement books, "Minutes Matter," to good use since they rolled out this time last year. The books contain the revised announcements developed by the On Time Perception Task Team, which worked to develop announcements that would better serve our customers. Research indicated that customers want announcements that are clear, concise, informative, timely and accurate. "Customers become more willing to accept the inconveniences that sometimes accompany air travel when we communicate openly and honestly with them," Senior Vice President-Flight Operations Captain Hart Langer says. "They want and expect their flight crews to share information with them." The following quotes from letters reflect how grateful our customers are when the flight crews fulfill their expectation of staying informed. "Just wanted to pass along kudos for some excellent pilot announcements I experienced recently...We were delayed in boarding for an hour (at 7 a.m.)...During our taxi out, the flight deck apologized succinctly for the delay, thanked everyone for continuing with United that morning and stated that (they) truly appreciated their business. The message came across as sincere and the pilot's calm voice certainly inspired trust. The tense and negative faces on the plane visibly changed as a result." "After boarding the aircraft, the Captain announced that the departure would be delayed while correcting a maintenance problem...Despite sitting on the aircraft at the gate in Los Angeles, the cabin and cockpit crews did a fantastic job of keeping everyone informed of what was happening." "(The flight) encountered about a 2 1/2 hour delay. Passengers had not boarded the aircraft and had to wait in the gate area...(the Captain) not only worked with mechanics in solving the problem but found time to stay in the gate area and talk to passengers, answering questions and addressing concerns." "While everyone else is probably complaining, my wife and I would like to send a sincere `thank you' especially to the Captain and flight crew...While the weather (was) extremely unpredictable and dangerous, your crew handled themselves professionally and courteously. The Captain constantly advised us of any situations." Pilot Hiring Expectations ------------------------- Former Director-Flight Crew Resources Captain Hank Krakowski reported in the July 1998 issue of "the Pilot Schedule" that United plans to hire a total of 350 pilots this year at a rate of 65/month. In 1999, United plans to hire at least 800 pilots at about 70/month. Krakowski says the deliveries of new aircraft along with increasing pilot retirements are driving the rate. United anticipates that approximately 305 pilots will retire in 1998 and 450 in 1999. Flight Ops Seeks ORDFO Chief Pilot Candidates --------------------------------------------- Flight Operations announced in a job posting today that it is seeking candidates for the ORDFO Chief Pilot position. ORD Chief Pilot Captain Brent Mayo will be retiring this December after 32 years with United. To quality, candidates must have three years as a United Captain; two years in United management; one year as a United Line Check Airman, Standards Captain or Pilot Instructor Check Airman; and demonstrated leadership ability (e.g. UA, ALPA, military, civic). In addition, the ideal candidate will also have: a four-year college degree, one year of United domicile management experience, one year of DENTK management or project experience, experience working with other Flight Operations departments and other divisions, experience working with industry and government organizations, and international experience. Interested candidates should submit a self-nomination form to WHQPX-Job Posting by Aug. 31. What's Your Correct Address and Do We Have It? ---------------------------------------------- People Services soon will be sending out 1999 Open Enrollment packets. They have asked that employees make sure their current address is on file. Employees can check their address by looking at the right-hand corner of their paycheck stubs. If the address shown is incorrect, employees should notify their supervisor or their Flight Office Administrative Manager to update the UG100. In addition to open enrollment material, companion passes and ESOP statements are mailed to the address listed in the right-hand corner of the paycheck stub. Welcome Aboard -------------- There was no new-hire pilot class this week. The number of new hires for 1998 remains at 278. Safety Issues ------------- There were no flight safety inquiries this week. ************************************************************ Flight Operations Communications, WHQVF 847/700-7288 August 21, 1998 ***************