Hello, this is Jane Allen with an Update for Friday, March 31, 2006 .

We know that flight attendant service is a key driver of customer satisfaction and that the consistent delivery of quality service is a primary factor in attracting and retaining customers. That's why we've included the word “consistent” in our division mission statement: “Onboard Service contributes to our company's success by consistently delivering safe, reliable, attentive service to our customers and colleagues.”

Our frequent flyers have an expectation about what they want from our service delivery when they walk on board. Many express surprise and disappointment when their experience varies from flight to flight. When that happens, if their expectations aren't met, they are less likely to choose United over our competitors the next time they travel.

Marketrak results provide us with tangible proof that when we respond to our customers' needs, our customers respond to us. For instance, in early 2004, we introduced our consistency initiative and asked you to deliver on these basic service standards. You responded well and our Marketrak ratings improved. Specific things that we talked about – such as welcoming customers onboard, being available in the cabin after the meal service, offering water every 30 minutes – these actions are measured on Marketrak, and you moved the dial substantially.

What do customers expect on every flight? In United First, customers are looking for their pre-departure beverage as soon as it is practical for you to deliver it. They want you to take their coats, hang them up and return them upon arrival. They expect you to offer entrée choices according to procedure. And they appreciate it when you address them by name whenever possible.

The important thing to remember is that these are things that our customers tell us make a difference, service elements that influence their choice of airline. The good news is that our ability to consistently deliver on these expectations is within our control.

So today I'm asking you to renew your commitment to service consistency.

You are one of the most important links to our customers. More than any other employee group, you have the opportunity to shape our customers' perception of their travel experience. You'll contribute to the company's success by consistently delivering warm, attentive and courteous service that our loyal customers have come to expect.

That's all for today. With spring break winding down, I want you to know that I appreciate all of your hard work during this extremely busy travel season. Thanks to all of you for making it a safe and successful one.

Fly safely and I'll talk with you next week.