Captain Denny Flanagan is a great example to all that work in service industry. Also he is an example to what customer service should be and how just one happy employee creates happy system. When customers are happy everyone is. He goes out of his way to treat each and every customer fairly and make them feel comfortable on they journey. I have flown with United Airlines many times and I have never experienced anything like this. I think this is not representative of this airline. I think that United should set their standards according to this pilot’s vision. Almost every time I have flown with United something went wrong so I would really love to fly on his plane. I think pilots should reassure their passengers that they are in the good hands by having a happy conversation. While in flight it would be great to announce every 10-15 minutes what the flight path is.
This story reminds me of many European small airlines. Since the competition is fierce in Europe, pilots, flight attendants and all staff are trying to go that extra mile and make passengers very happy. If I just had one flight on United that was like the one described I would be much happier with United Airlines than I am now.
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