Comments on: United’s Denny Flanagan: “Being nice is contagious”

By: mike

mike — Fri, 04 Dec 2009 14:36:54 +0000

On UA flight 84 on Tuesday night from HNL to LAX Captain Bob, sorry I don’t recall his last name, shook each passengers hand. As a 1K I had never seen that before and was impressed that he took time to do that. Nice to know that there are a number of employees that still enjoy the jobs at United.

By: Doug Edmonds

Doug Edmonds — Thu, 19 Nov 2009 20:33:02 +0000

I have never had the opportunity to fly with Capt Flanagan, but an associate of mine did last year. He was sort of dumbfounded and remarked that the Capt, greeted all of the passengers. I asked if he knew his name. He said that it was something like Flanigan. I said that Capt. Denny was world famous and that he was very privledged to be on one of his flights.

On the other hand I had a similar privledge on a flight with Capt. Mike Bristow from NRT to ORD a few months ago. I sent the following note of appreciation to US Customer Relations who promised to send italong to his supervisor.

“I would like to take this opportunity to commend Capt. Mike Bristow who was in command of UA 882 from NRT to ORD on July 16th.
Capt. Bristow made it a point to come out of the flight deck before departure to greet and chat with each passenger.
He did not offer just a routine handshake and a thank you but spent time chatting with anyone who had a question or comment. He then went to the lower deck and did the same for C and F paxs.
When he came back to the upper deck, I remarked to him that in all of my years of flying this was the first time a Captain had ever made this gesture and that it certainly reflected well on his dedication to good customer service.
He then invited me to the flight deck to sit in the Captain’s seat and the First Officer snapped a photo of me in the seat.
It was a great personal experience, and I hope that you will pass this note on to Capt. Bristow.”

This type of good customer relations convinces me to remain a loyal UA customer.

By: Anne - Music and Markets

Anne - Music and Markets — Wed, 18 Nov 2009 19:00:12 +0000

The captain on United 925 LHR – IAD on Sunday made that flight one of the most pleasant we’ve ever flown , and we were only in coach!
His friendly and warm welcome and invitation to “tune in” to Channel 9 to hear about our route, and some history of United and the 777 aircraft had me listening, which I usually don’t. I really enjoyed learning more about the company, the aircraft, and the route.
When we deplaned, the smiling captain was standing at the door, shaking hands and saying a word or two.
Just a couple of small things, but they made such a difference in the overall mood of the flight – thank you, Captain!