Regarding CpilotUKs post and quote from the training organisation.
Can anyone explain how an airline pilot can meaningfully exceed the expectations of the customers -ie the SLF-a position I do feel qualified to comment upon.
My expectations are that the people up front are competent and professionally trained and that they give me a safe comfortable ride. As I like aircraft a few informative words about the route and flight are always nice too-but how does any of this exceed customers expectations.
Does anyone seriously get on a plane with low expectations of the flight crews competence ?
Would I be comfortable witha voice from the flight deck saying - "Well folks LHR has 60kt crosswinds and everyone else has diverted but here at KrazeeAir we are going to get you down anyway-we aim to exceed your expecations"
These sorts of phrases and statements are dreamt up at weekend or evening Management Seminars -the objective being to come up with something that sounds or looks good litle thought being given to its relevance or practicality.
Perhaps someone should start a parallel thread on dangers posed by falling management standards-that might be nearer the mark. Case study One-British Airways-"I have a good idea boss -lets outsource the catering"
PB