Frontier Airlines 2006 Annual Report Download - page 236
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• All CSRs of the Contractor must complete TL17/17 lessons each week within 7 days of issuance.
Service Delivery: In the most basic interaction with the customer, United’s service standards encompass the foundation of service,
which is: 1) Greet the customer. 2) Use the customer’s name. 3) Listen to the customer and respond to their needs. 4) Give direction to
the next step. 5) Acknowledge the customer’s importance to United and thank them for flying United Express.
Goals:
• Lobby line wait time: 10 minutes
• Jet bridge delivery time: 1 minute
• Meet the inbound aircraft (non-jet bridge locations) and open aircraft passenger door within 2 minutes of block time.
Service Tools: Customer Problem Resolution, or CPR, was created as a means to provide customer service employees with the ability
to resolve customer problems on the spot, as they occur. CPR may include certificates for a free drink, a credit of Mileage Plus miles
to a customer’s Mileage Plus account, or a Travel Certificate to be used towards the purchase of future airline tickets. Other tools may
also include accommodation vouchers for hotels, cab/bus, or meals. It is the responsibility of the Express carrier to use and manage
these tools within United Airlines guidelines. The Express carrier is accountable for the safeguarding and appropriate use of these very
important customer tools. As long as CPR tools are used appropriately, the Contractor will not be charged by United for the cost
associated with such usage.
Source: REPUBLIC AIRWAYS HOLDINGS INC, 10-K, March 15, 2007 Powered by Morningstar® Document Research℠