Departure Gate B-10 was crowded with New York-bound passengers on a Friday afternoon. Check-in lines were not long for Flight 686, but those in the queue looked bored and impatient.
A uniformed flight crew member walked to the check-in desk and picked up the microphone. “Hi, my name’s Brian, and I’ll be your pilot today.” Frowns melted into smiles.
“I didn’t catch your names, so let’s just go around,” he said, waving his hand at the 100-plus passengers in the area.
Laughter and a lighter mood set the stage for United Airlines Capt. Brian Gerrity’s departure to LaGuardia in New York.
Gerrity, 46 and a pilot with United for 16 years, is one of several commercial pilots who have taken it upon themselves to make flying more enjoyable for passengers who often view air travel as a less-than-pleasant means of getting from here to there.
“With today’s frustrating travel environment, acknowledging people’s individual stories, and helping them is what makes their airline experience a little nicer,” Gerrity said.
Gerrity credits United colleague Capt. Denny Flanagan for his inspiration. “I was a co-pilot with Denny 12 years ago, and he showed me some neat things to do for the passengers that just end up making everyone feel good. I jumped right on the bandwagon. It’s a matter of treating people with the same kindness and respect that you would show guests coming to your home.”
Flanagan, 57 and with United for 22 years, said he treats every passenger as though the flight is his or her first. He has been known to buy McDonald’s hamburgers for a planeload on long delays, call the parents of unaccompanied children who are on his flights and go into the cargo compartment of the aircraft and take photos of the pets there to show their anxious owners that the critters are fine. He’s also taken in-cabin pets outside for a quick potty break before the flight boards.
On flight delays, Flanagan will make coffee in the airplane’s galley and serve it to the passengers in the gate area, answering questions and taking a bit of the sting out of the situation. “I lead by example,” said Flanagan. “I never ask the flight attendants to help me do this, but invariably, by the time I’m on the third pot of coffee, they’ll be out serving with me,” said Flanagan.
Flanagan’s kindness and respect begets the same from his passengers. “Things just sort of snowball,” he said. “If we have soldiers traveling, we’ll move them up to first class if we have room. And if there isn’t space, I’ll get the gate agent’s permission to address the passengers in the gate area and I’ll let them know that if there’s anyone who would like to increase their travel experience today, if you have a great seat and would like to exchange it with any of the members of our armed forces traveling with us in appreciation for their sacrifice and service, just walk over and change seats with them.”
Flanagan reports 100 percent participation. “People feel good about doing something kind,” he said. “There’s crying, and clapping and the old military ‘hoo-rah,’ The emotional impact something this simple has is enormous.”
Customers love the personal. “Capt. Flanagan made himself available to anyone who needed his help,” said frequent flier Shaun Collard, of Saratoga, Calif., who flew with Flanagan between San Jose and Denver. “He was helping at the gate, he was helping passengers stow bags. I’ve spoken about my interactions with him with my colleagues because he really excels in servant leadership.”
Joe Asfour, of Long Grove, and president of DCI Marketing, Milwaukee, met Flanagan during a delay on a flight from San Francisco to Chicago.
“Normally, I would’ve been aggravated,” said Asfour. “But the captain gets on the P.A. and tells everyone what’s happening, and then he comes in the back and introduces himself, shakes hands with everyone, gives his cell phone number for people to call if they have any questions. I’ve flown a few millions miles in my lifetime and never have I run into a pilot who had that kind of concern. I use that experience as a rally cry in my own company — it’s all about customer service.”
“On Capt. Flanagan’s flights, there is a 50 percent improvement in customer satisfaction scores that specifically look at how likely someone will fly United again,” points out United spokeswoman Robin Urbanski.
“We provide our pilots with resources like trading cards and children’s wings that they can use to turn our customers flying experience in to a memorable one,” Urbanski added. “A team of pilots created a toolbox of ideas designed to help their fellow pilots find activities they may want to use, based on their individual comfort level.”
Capt. Jay Heppner, spokesman for the United Chapter of the Air Line Pilots Association, said the union would like to see United, in particular, do more for the passengers. “United actually has 7,700 pilots such as Denny Flanagan who demonstrate their goodwill in different ways, mostly unseen by the traveling public and without the spotlight.”
Flanagan’s efforts, however, are spreading. American Airlines Capt. Paul Myers, 49 and an American pilot since 1984, claims to have learned at the feet of The Guru.
“Denny sets the standard for this type of passenger service,” said Myers. “I met him when I was attempting to ride the cockpit jumpseat on United. He was the captain and there was a weather delay. He came out and made an announcement in the gate area and told the passengers that he and the first officer would be totally available to them to answer any questions. He worked the crowd for about an hour and I was so impressed. We’ve become friends since then and I attempt to do some of things he does on his flights.”
Adds Chicago-based SkyWest Capt. John Szmurlo: “What I do for my passengers, I consider part of my job.”
Beyond providing as much information as possible, Szmurlo has walked through the cabin to answer questions about delays, offered the use of his cell phone to passengers, helped passengers deplane when stairs are used and helped with luggage Szmurlo said, “I’d have to say the rest of our pilot group is the same way and we try to go above and beyond on a daily basis.”
Showing customers they are valued is not difficult, according to Flanagan. “You get up every morning, and your attitude is going to make your day, no matter where you work,” he said. “It’s a matter of working from the heart.”
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IN THE WEB EDITION: For more of a day in the life of these gracious pilots, visit chicagotribune.com/pilots.
