Hi this is Patti Carson on Wednesday, January 8th.

I’m dedicating a special FLT-LINE message today to all of you to thank you for the terrific customer care you demonstrated throughout December and are continuing to demonstrate today.

Today I have a special letter from customer Betty Kauns who was on United Flight 60 on December 29. She begins her letter by saying:

“I have a complaint! It is getting very fatiguing writing all these letters to compliment the flight crews of United. Surely you have a loser or two somewhere among the flight attendants, but unfortunately, so far I have not met them.

On the contrary, today’s flight in first class is the perfect example. Every single crewmember was very pleasant, very helpful, very resourceful throughout the flight. No requests of us passengers were too much bother, too frequent, or too unusual, and we are now spoiled rotten.

Is this any way to run an airline? I think so. My son (a 100,000 miler on American) and I were very impressed, not only at the quality of service and friendliness today, but also we were awed that this group would put aside the many pressures of job insecurity, personal investment in United via stocks, uncertainties about retirement and other benefits, in order to offer this quality service, all with good will and smiles.

My husband and I learned over the years to judge a company not by its actions during good times, but by its commitments when times were bad. United earns an A for both times.

I only hope that United’s employees, exemplified by today’s outstanding people, are comforted to know that we passengers are really proud to fly United and will continue to do so for the foreseeable future. United’s greatest strength is its employees.”

So to the crew on board Flight 60 on December 29, including purser Ronald Ventura (Jodi Fox, Jennifer Kim, Yoriko Unoki, Marianne Heer, Ann Ericson, Ululani Jung, Terence Reilly, Elizabeth Bray, June Higa, Kevin Robertson, I say thank you for demonstrating United’s best and most sincere way of treating our customers. I know this is happening on many United flights and that this is just one example.

Thanks for dialing in, I’ll talk to you again on Friday.