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Author Topic: One of the 100 Ideas
extwacaptain
Prop Wash
Member # 381

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One of the 100 Ideas American SHOULD have copied from TWA

November 10, 1977, TWA established a program which enabled our Captains to be visible in Ambassadors Clubs to speak to members in general, and to passengers on their flight in particular. The program was voluntary and there were guidelines, such as announcing themselves to the Club Receptionist. The Captains should then be advised of passengers traveling on their flight, so that they might introduce themselves, or be introduced by the receptionist. The Captain would then welcome the passenger, thanking them for selecting TWA, and answer questions that the passenger may have.
The primary aim being to involve the prestige of our Captains in recognizing frequent travelers while visiting the Ambassadors Club. It would also be possible to invite the passenger to be a guest for a beverage, since as you know, all Captains hold a privilege card allowing them to charge Club room services.

The comments above were taken from an INTEROFFICE CORRESPONDENCE which was distributed TO: Managers-Passenger/Customer services and Supervisors-Ambassadors Club/Sr. Receptionist Ambassadors Club

The CORRESPONDENCE was FROM: Manager-AIRPORT & CTO Passenger Programs and dated November 10, 1977.

The second paragraph read as follows:

"Los Angeles based Captain*************, has undertaken a program like this on his own,with results so successful that expansion of it can be very beneficial to TWA. As seen by Captain************'s efforts, airline passengers, whether first time or sophisticated travelers, are impressed and flattered by the recognition and become more sold on TWA by being singled out for the Captain's special welcome."

The third paragraph encouraged assisting the Captains who participate in what was called: "Captains Ambassador Club Visitation Program."

Many of us are aware that our Captains were given membership in the Clubs prior to this program. (The intended use of that membership was to assist in resolving a possible unhappy passenger's complaint.)

The gentleman who signed the CORRESPONDENCE was Mr. Malcolm Read and he said it best.....Airline passengers are impressed and flattered by the recognition and become more sold on TWA by being singled out for the Captain's special welcome.

The above story is 29 years old. In today's world what is old may be new. If American can keep their Captains out of the free coffee and cookies maybe they should invite them to "JOIN THE CLUB" and turn on their charm.

It worked well for TWA and maybe we can get those passengers to stop introducing the pilot as the "Driver".
[Smile]
Randy Kramer

Posts: 1157 | From: Encino, Ca. U.S.A.  |  IP: Logged
jpp
Post Captain
Member # 2913

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Randy,

Good idea, except that this flies in the face of AA's historical company culture of removing captain's authority. Maybe you haven't noticed, but captain's authority at this airline has been in a steady spiral down the toilet... to the point of not even being in charge of the aircraft until the forward door is closed!!! So next time we have an APU fire at the gate, we'll just have the gate agent take care of it, thank you very much. Sad destruction of what was once a proud profession.

jp

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extwacaptain
Prop Wash
Member # 381

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Duane,

There's a good chance that GREAT Captain was the gentleman who provides this message board..

Captn' Smilin' Jack quite often dropped by the Club here in LA to meet his passengers. He did a magnificent job of PR for our airline(s).

We tried to get him to wear a sack over his head to keep the lady passengers from swooning, but he wouldn't do it. (He made the rest of us look like country boys just out of pre-flight school.) [Cool]

And, yes, there were many, many others who took enormous pride in their passenger relations efforts and did participate in the TWA's "Captains Ambassadors Club Visitation Program." Each of them probably considered their efforts "just a part of being an Airline Captain."

Randy Kramer

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mioguido
Post Captain
Member # 123

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quote:
Originally posted by jpp:


Sad destruction of what was once a proud profession.

jp [/QB]

it seems like many professions have fallen victim to some sort of disintegration in the last few years. welcome to the new millennium. [Eek!]
Posts: 366 | From: CLE & The Space Coast  |  IP: Logged
Jeff I.
Post Captain
Member # 2334

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quote:
Originally posted by extwacaptain:
Duane,

There's a good chance that GREAT Captain was the gentleman who provides this message board..

Captn' Smilin' Jack quite often dropped by the Club here in LA to meet his passengers. He did a magnificent job of PR for our airline(s).

We tried to get him to wear a sack over his head to keep the lady passengers from swooning, but he wouldn't do it. (He made the rest of us look like country boys just out of pre-flight school.) [Cool]

And, yes, there were many, many others who took enormous pride in their passenger relations efforts and did participate in the TWA's "Captains Ambassadors Club Visitation Program." Each of them probably considered their efforts "just a part of being an Airline Captain."

Randy Kramer

Any truth to the rumor that Captn' Smilin' Jack used to be referred to as "The Cary Grant" of TWA pilots ?????

And if so, Captain Randy ...... I suggest this this may make you the Jimmy Stewart of TWA pilots. But ..... this is all just conjecture on my part .....

Jeff I.

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smilinjack
The Big Boss
Member # 7

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It seems that after I retired I found that I am busier than ever……I don’t even drop by my own message board as often as I should. Capt Randy….thank you for the nice compliment, however I was just one of the garden variety pilots at TWA. ……I do look like Cary Grant tho…… [Wink] [Wink] [Wink] [Razz]
Posts: 755 | From: Rancho Mirage, Ca.  |  IP: Logged


 
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