Today is Friday, November 22nd. This is Patti Carson and I am really delighted to be speaking with you today.

As you know, Larry De Shon has moved to Airport Operations, and I have returned to Onboard Service as your senior vice president.

In 1972, which seems almost like yesterday, I joined United Airlines as a flight attendant. Over my seven years in Onboard, I also served as an Inflight supervisor as well as spent time as a marketing and training representative. I say it seems like yesterday because those were really some of the best times for me at United Airlines. I remember the camaraderie during flight attendant training and while serving our customers. Best of all, I remember my flying partners and domicile colleagues.

Throughout my career, I always hoped that at some point, I’d return to Onboard Service. Well, here I am and I could not be more excited.

In today’s message, I’ll focus on the value flight attendants bring to the company. I truly believe that our flight attendants play an integral role in how customers perceive United. You spend more time serving them than any other employee group. For that reason, your personal interaction with them makes the greatest impact.

I travel frequently, and I’m very proud of what I’m seeing on board our airplanes. You really do make a difference in the eyes of our customers. Not only are we breaking operational records… flight attendants are also performing exceptionally well. And I see your taking initiative and going the extra step frequently. As a matter of fact, our flight attendants exceeded October’s Marketrak goals in both the North America and International markets. You have risen to the challenges that are facing our company and I see you reaching out to customers in extraordinary ways.

Together, we share a responsibility for providing great service, and I am committed to giving you the resources you need to serve our customers well. Beyond that, it’s important to remember that everything you do adds value to the customer experience. So I ask that we work together – not only to meet our customers’ expectations, but let’s exceed them. If we deliver each and every service with the grace and style that I know we’re capable of, our customers will notice. It will set us apart from our competition and give customers one more important reason to fly United Airlines.

Over the next several months, I will be working hard to update my knowledge about Onboard Service. With this in mind I’ll be working with you on board airplanes, visiting domiciles and just talking with you to hear what’s on people’s minds. I look forward to meeting with you.

Thanks for dialing in and I’ll talk to you soon. Take care.