Gals Have the Right Idea_s_ - University of Missouri - Kansas City

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Gals Have the Right Idea_s_ - University of Missouri - Kansas City Powered By Docstoc
					                                                                                                  todaY          '01. 35, "0. 11 / m,y 22, 1972




   TW A on M ay 10 took delivery of the first of 33      Tomazin and Los Angeles supervisor Linda Hopper.          some of the technology developed in the U.S. super-
L-I 0 II s on order, following final acceptance flight      The aircraft (No. 1013) is one of six coming this      sonic transport program is built into the L-l 0 11. He
and formal approval by S. Gordon Granger, TWA            year. TWA will inaugurate L-IO II service in early        said, for example, that "The L-I0Il is the only air-
senior director of flight operations-technical, and      summer between St. Louis and Los Angeles and              craft certificated for Category IlIA weather condi-
Edwin Zak, director of aircraft acceptance.              Chicago and Los Angeles. Meantime, it will be used        tions. One of the advantages to the traveling public
   The newest of the wide-body generation of air-        for trai ning.                                            is complete reliability under all weather conditions.
liners made its maiden flight from Palmdale, Cali-          The ship was greeted at KCI by an army of              This airplane is certificated to 700 feet runway
fornia to Kansas City under the command of Cap-          TW Aers, who paused from their labors to witness its      visual range which will permit landing on schedule
tain J. E. Frankum, vice president of flight opera-      arrival, and by TW Aers at MKC and the Commerce           at airports that normally would be below weather
tions. He was assisted in the cockpit by Captain         Towers as it passed overhead in a salute to the city      limits for other aircraft."
Granger and Captain Hugh Graff, supervisor of L-         on return from a "shakedown" flight the same day             "It is virtually an automatic airplane," Captain
1011 flight training.                                    to Indianapolis. It drew rave notices in Kansas City      Frankum said. " It can fly on the automatic pilot
   Cabin attendants were Breech Academy super-           area newspapers and on radio and television, with         from takeoff to landing. Four computers aboard
visors Jack Taylor, Les Miller and Sandy Staten;         first-hand accounts by the 18 reporters and camera-       operate the automatic pilots."
Chicago supervisors Leif Hansen, Gail Rogers, Jody       men who rode the flight to Indianapolis.                     He was almost poetic in describing the cockpit:
Feahr, John Proctor, Barbara Thomas and Joyce               In a press conference aloft, Mr. Frankum said                                                    (to page 8)

                                                                                                                   revenue accounting at KCAC, and Shiela Guerra of
Gals Have the Right Idea(s)                                                                                        the Los Angeles reservations office.
                                                                                                                      San Francisco-based hostess Sharon Casteel, who
   Put this in your male chauvinist pipe and smoke it.      "These imiovative (and equally charming) female        has had three of her five suggestions adopted, has
   There's strong evidence that no longer is the so-     activists are making their presence felt economically     contributed over $20,000 in annualized savings to
called "weaker sex" at TWA content to plod along         in many areas of the company's activities," Mr. Os-       TW A, while at the same time receiving $2,052 in
in a man-made world. Judging by Suggestion Plan          born observed. In the finance department at KCAC,         cash awards.
records, in growing numbers Ms. is taking a pants-       for example, 29 suggestions authored by women                Oil the premise that two female heads are better
suited lead in developing ways of doing the airline's    employees were adopted and awarded during the             than one, Civita Kosanke and Betty Schellhorn of
job better.                                              first four months of this year. Total annu al savings     Los Angeles passenger service co-authored a pro-
   "These modern day feminists are challenging the       for TWA amounts to more than $85,000.                     posal to reduce paperwork. They shared a $156
male management establishment with a considerable            Top suggestion awards of $5 ,000 have been paid       award.
degree of economic success," says Suggestion Plan        in the past to three women: Anna Mae Kelly at                Proving that " women's lib" at TWA is an inter-
manager Jim Osborn. Efforts by women employees           JFK, Wanda Coats, a 28-year employee in passenger                                                (to page 3)
are, he reported, becoming more and more effective
in conserving TWA's economic resources "to an
extent never experienced or expected."
   An example of how TWA's " femmes fatales" are
                                                         Yield Erosion Gnaws at Earnings
dominating the cost reduction scene is in the quar-         Although airline traffic should increase by at         6 percent will have the effect of holding earnings to
terly "Top Suggester" award in the 15,000-"man"          least 10 or 12 percent this year, other factors will      about $200 million in 1972," he said. "This would
sales and services department. The 10 factors or         hold down industry earnings to about $200 million         be $365 million short of what the CAB has estab-
criteria used in making the selection don't include      in 1972.                                                  lished as a reasonable rate of return for the industry."
sex, but it is more than coincidence that of the eight                                                                Analyzing where the airline industry is headed
                                                           "Traffic growth looks good, but maybe not all
quarterly award winners since the program began                                                                    based on current trends, James said that the first
                                                         that good," says George W. James, senior vice
in mid-1970, thus far all but one have been female.                                                                quarter traffic growth amounted to 14 percent and
                                                         president-economics and fin ance of the Air Trans-
   A suggestion by San Fran~isco secretary Maria                                                                   that as the economy picks up steam, confidence is
                                                         port Association (AT A).
Elwood earned $1,500, and the current first quarter                                                                being restored on the part of both the business and
1972 winner is Patricia Barker, Los Angeles-based           "The positive effect on earnings of the booming        pleasure traveler. "Business travel budgets, which
hostess, whose award of $416 was based on annual-        traffic growth is being reduced markedly by yield         were quite tight only a short time ago, are now be-
ized savings to TWA of over $4,000. A close run-         erosion, increasing capacity and higher costs. Yield      ing loosened as companies move to maintain and
ner~ up was Chicago-based hostess Mary Bradfield,        erosion of about 2.5 percent, unit cost increases of      expand their competitive position in a growing
who saved' TWA $2,800 a year.                            about 1.6 percent and capacity increases of nearly        eco~omy."                        ,:1.,j      I, I   '. j.J.
                                                                                                                                     Manila Hilton
                                                                                                        TWAers were on hand
                                                                                                        in Seattle to welcome
                                                                                                        Saudi Arabian Airlines'
                                                                                                                                     Motivates
                                                                                                                                          The trouble with some people is that they can't
                                                                                                        first 737. Congrat-           see the forest for the trees. Not so with the employ-
                                                                                                        ulating His Excellency        ees of the Manila Hilton, where all 600 are receiv-
                                                                                                        Sheikh Kamil Sindi            ing hotel management training.
                                                                                                        (left), director general          Personnel manager Noemi Dolendo, the origina-
                                                                                                        of SOl, are Matthew           tor, believes it's the first time any hotel has under-
                                                                                                        Kennedy, vice presi-          taken such a farsighted program .
                                                                                                        dent-special services;           " It isn't unusual, of course, for employees at
                                                                                                        Richard Wagener,              supervisory level to be given systematic training and
                                                                                                        director-aircraft ac-         be introduced to management and leadership tech-
                                                                                                                                      niques ," she said. "But so far as I know we're the
                                                                                                        ceptance and SOl
                                                                                                                                      first to try to provide everyone on the payroll with
                                                                                                        resident representa-          an overall view of the whole operation."
                                                                                                        tive; G. K. Hills,               She said she got the idea after attending a seminar
                                                                                                        SOl system general            in Hong Kong last year conducted by David Hoff-
                                                                                                        manager, and Jim              man, Hilton International's vice president of man-
                                                                                                        Heard, manager-air-           power development. "All of us attending the course
                                                                                                        craft acceptance.             were impressed with the fact that so many of the
                                                                                                        Noting that last year         problems of running a hotel (or any business, for
                                                                                                        Saudia carried 613,000        that matter) are caused by lack of understanding
                                                                                                        passengers, Mr. Hills         and motivation.
                                                                                                        said, "We're working             "We decided," she said, "to set an objective at
                                                                                                        closely with the              the Manila Hilton of giving every employee an over-
                                                                                                        Saudi Arabian govern-         view of how the hotel is operated, how every de-
                                                                                                        ment to foster                partment and every function is inter-related-one
                                                                                                                                     depending on the other.
                                                                                                        development of
                                                                                                                                         "Above all, we want each employee to sense the
                                                                                                        tourism."                     importance of his job and be proud of the part he
                                                                                                                                      plays," she added.
                                                                                                                                         An outline of study was drawn up under the di-

                          today!J s people                                                                       JUNE
                                                                                                                                      rection of hotel manager Darrell Conine. In essence,
                                                                                                                                     it is a mini-version of Hilton International's man-
                                                                                                                                     agement course, modified for the use of employees
                                                                                                                                     at all levels.
               40 Years                       Victor P. Wolf, MKC
                                              Richard L. Kleiner, MKC
                                                                            Jacquelyn J. Jones, STL
                                                                            Robert A. Williams, MKC
                                                                                                        Sewall F. Hersh, MCI
                                                                                                        Oliver K. Nye, MCI
                                                                                                                                         A feature of the program is give-and-take dis-
                                              Dale C. Hupe, MKC             Leonard W. Crase, MKC       R. R. Reinschmidt, MCI       cussion, from which an unexpected bonus was the
               Worth A. Johnson, OKC
               William Doty, LAX              Louis F. Zajicek, LGA         Ralph D. Harter, Jr., MKC   Donald R. Butterfield, MC!   discovery that when called upon to explain certain
                                              Arthur B. Phillips, LGA       Karl L. Zeigler, LAX        Ralph F. Payne, MCI          policies, a manager would crystalize his or her own
                                              Thomas Wilson, JFK            Joseph B. Amato , SFO                                    ideas.
                                              Michael Todoroff, EWR         Robert C. Altemus, LAX
                                                                                                                                         Employees who have attended the course say
               35 Years                       Robert A. Walter, LGA                                     Allan W. Wilson, MCI
                                                                                                        Thomas C. Rockley, MCI       they now see how closely their personal progress is
                                                                            Lloyd W. Flaherty, SFO
               Roy L. Fuller, TUL             William L. Gudath , LAX                                   Allen McCord, MCI            related to the satisfaction of the hotel's guests and
                                                                            Herbert A. Riebeling, LAX
               Clayton S. Graves, SFO                                                                   Carl C. Neeley, MCI
                                              Higinio A. Baca, LAX          Stewart P. Greene, SFO                                   the services the guests pay for.
               VirgH H. Siverts, LAX          Duane W. Busch, AMA                                       Walter Wozniak, MCI
                                                                            Stuart F. Nelson, LAX
               Robert R. Middleton, MCI       Alvin A. Collins, LAX                                      Edward R. Scanlon, MCI
                                                                            John C. Currin, LAX
               John L. Evans, JFK
               Charles S. Pulliam, Jr., JFK
                                              Richard V. Fertal, SFO
                                              William K. Stevenson, LAX
                                                                            Joseph L. Peterson, SFO
                                                                            Albert T. Effinger, ABO
                                                                                                        George F. Grauberger, MCI
                                                                                                        James R. Cady, MCI
                                                                                                        Alfred T. Sallaz, Jr., MCI
                                                                                                                                     Par;s; Promoted
                                              Francis W. Bonn, SFO          Ward C. Budzien, LAX
                                              Hadley N. Ray, LAX            Mary Hedley, LAX
                                                                                                         Robert D. Moss, MCI             The appointment of Franklin J. Parisi as manager-
                                              Everett L. Wildman, SFO                                    Michael J. Conway, MCI      marketing programs publicity has been announced
                                                                            Robert J. McKay, Jr., LAX
               30 Years                       Raymond E. Frymire, SFO                                   Harry H. Geer, MCI
                                                                                                        Ganes Gleason, MCI
                                                                                                                                     by Gordon L. Gilmore, vice president of public
                                              Norman A. Hartline, TUS                                                                relations.
               Harold L. Wright, SFO                                        Paul D. Rapert, DEN         James P. Walsh, MCI
                                              N. Zoumboulakis, .ATH
               John M. Modrcin, MKC           A. Bastos, LIS
                                                                            James O. Gangwes, LAX        Kenneth W. Myers, MCI           Mr. Parisi will be responsible for planning and
               Edward D. Devner, MKC                                        Leonard E. O'Brien, LAX     William C. Berry, MCI        executing publicity projects in support of TWA's
                                              J. D'Almeida, LIS
               Raymond B. Hill, MKC                                         Leo H. McCall, Jr., LAX     Jerry Nichols, MAD
                                              J. Davoust, PAR
                                                                            Joyce C. Thatcher, LAX
                                                                                                                                     sales and services programs. He also will continue,
               Jacob Fisher, MKC                                                                        J. Button, LON
                                              A. Spicariello, ROM           Mary R. Crompton, LAX                                    to assist in the production of TWA Today as asso-
               Cyrus E. Stewart, JFK                                                                    P. Meynardi, MIL
               Gladys A. McCulloh, NYC                                      Tommie Rhone, LAX           O. Scheggi, FLN              ciate editor.
               James E. Frankum, NYC                                        Louis J. Blumling, PHX      M. Lorenzini, ROM                A native of Eastport, N. Y. , and a .graduate of
                                                                            lIa G. Graves, LAX
               Melvin J. Manning, JFK
               Lyle D. Bobzin, JFK
                                              20 Years                      Robert S. Roper, MCI
                                                                                                        A. De Grimm, PAR
                                                                                                        P. Giordano, PAR
                                                                                                                                     the Ohio University School of Journalism, Mr. Pa-
                                                                                                                                     risi joined the public relations executive staff in
               Stephen Lazewski, LGA          Irene Stolzenberg, JFK                                    C. Hussenet, PAR
               Edward S. Flynn, LGA                                         Laurence R. DeForest, MCI   A. Lopez, PAR
                                                                                                                                     New York in 1968. He formerly served as a staff
                                              Ronald A. Lord, JED
               John R. Evans, JFK             John R. Welch, JED            Harry R. Conner, MCI        J. Nichols, PAR              writer with the Cowles Communications Corp. in
               Elmer F. Jury, JFK             Guenther Hillenmaier, NYC     Harold Searcy, MCI          B. Rolland, PAR              Lakeland, Fla.
               Rufus. W. Davis, JFK           Thomas W. Miller, Jr., PHL
               Joseph McPherson, Jr., JFK     Dorothea C. Cote, BOS
               Dean L. Phillips, JFK          Luther A. Conrad, Jr., MKC
                                              William M. Nelson, MKC
                                              Charles T. Ervin, MKC
           25 Years                           Robert C. Sherman, ORO

               Ray Ross, MKC                  John J. Geraci, ORO                                                                                                QUARTET of TWA
               John R. Winters, MKC           A. Mcintyre, Jr., ORO
               Robert H. Norgren, MKC         John H. Penderville, PIT                                                                                           hostesses pose in the
               Gordon W. Hargis, MKC          Yvonne L. Mason, CMH                                                                                                Brazilian sunshine
'.   '"        Edna C. Martz, LAX
               Lloyd B. Bever, LAX
                                              John W. Bentley, PIT
                                              Frederick S. Mi kula, PIT
                                                                                                                                                                 during the finals week
               Thomas J. McCarthy, PHL        Richard A. Wegner, MKC
                                                                                                                                                                 of Varig Airlines'
                                              William R. Cordell, MKC                                                                                            World Airline Queen
           Emma K. Hamann, JFK                W. J. Westermeyer, MKC                                                                                             Beauty Contest. From
           Lowell D. Wierks, LGA              Richard H. Hedrick, LAX
                                                                                                                                                                 left are Paige Gomez,
           Bernard M. Dunn, LGA
           James B. McArthur, LGA
                                                                                                                                                                 Barbara Konton, Cheryl
                                              Colleen R. Taylor, MKC
           Edward J. Regan , JED              Richard R. Beckner, LGA                                                                                            Jensen and Julie
           Anthony A. Adams, CLE              Francis J. Kolb, LGA                                                                                               Paradise. They're on
           Emor D. Stephens, PIT              Vivian R. Megerian, LGA                                                                                            the veranda of Rio's
           James M. Walter, PIT               Anthony Catalano, JFK
           George J. McMahon, ORD             Nj.cholas I. Popsuy, EWR                                                                                           Hotel Gloria, with
           George L. Hampel, ORD              F. H. Fairweather, JFK                                                                                             Sugar Loaf Mountain
           Anna M. Gilmore, ORD               Joseph F. Cavanagh, LGA                                                                                            in the background.
           Joseph J. Mullery, MKC             Patricia Owens, NYC
                                              Paul Fletcher, Jr., LGA
           Mabel L. Richter, STL
           H. G. Koehnemann , STL             Paul W. Dougherty, Jr., LGA
           Albert D. Armstrong, MKC           Joella C. Jones, STL
           Jack E. Clark, MKC                 Lloyd C. Costigan, MKC

          Page .2
          I'  ~ '.'   t   I I
Two-Way Street
   More than 100 Paris travel agents attended an all-
day seminar held in Paris to launch TWA's "Getaway
72 Program."
   The Getaway 72 program introduced to the French
contains a number of innovative elements designed to
appeal to individual as well as group travelers.
   Presented by Dan Schultz, passenger sales man-
ager for France and Benelux, the program included
this leisure package kit:
   • Getaway USA trip planning guide. The 30-page                   JESSE JOHNSON,
booklet, in French, is a comprehensive publication               senior sales rep at St.
giving USA travel information, from visa require-                 Louis, demonstrates
ments to travel bargains available to foreign visitors.          carry-on luggage fea-
   • Getaway USA group inclusive tours. This bro-                  ture of Ambassador
chure, also in French, offers four different tours to                Express service to
the USA, from a budget tour to an 18-day coast-to-                     interline friends.
coast tour.
   • A TWA tour of the Orient.
   • Independent city-by-city package plan of USA,
Canada, Mexico, and the Caribbean. This program
enables both the tourist and the travel agent to con-
struct a tailored-USA tour. For the independent
traveler, Getaway offers the USA by car, a special
f1y-and-drive program with A vis and the Travelodge
motel chain (466 Travelodges in the USA).
   • Hotelpass, a new concept, Very flexible. TWA
passengers may purchase travel vouchers for any                   "TW A Introduces Ambassador Express to the            tion for the smart, tasteful decor and expressions of
number of nights; good for guaranteed accommoda-               St. Louis Interliners" read the banner on the side       appreciation-tinged with traces of envy-for such
tions without reservations at any of 17 participating          of the chartered bus carrying a group of other-air-      Ambassador Express features as the carry-on bag-
hotels at a flat rate of $7.50 a day, including taxes.         line employees to Lambert-St. Louis International        gage compartment.
   The program for the French agents also included             Airport where an Ambassador Service 727 awaited             The interliners agreed that TWA had indeed
presentation of the Youth Passport and the series of           their inspection.                                        taken a bold initiative. "I don't think I've ever seen
the 16 popular Getaway guides.                                    Led by Dick Hoxworth, supervisor of agency and        or heard an airplane interior draw such rave re-
   Similar seminars will be held for travel agents and         interline sales at STL, the group of sales managers,     views," said Dick Hoxworth. "The reaction ·of our
the local press in other large French cities such as           sales representatives, ticket agents and reservations    interline partners made those of us there from TWA
L yon and Nice, as well as throughout the Interna-             agents trooped onto the trijet. Their parade down        realize even more fully that we r.re really on the
tional and Far East Regions.                                   the aisle was punctuated by exclamations of admira-      right track with Ambassador Express service."



                  In The Neuus
   S. W. (Bill) Chambers, a 31-year TWA veteran,                marketing and operations programs for the Far East      jet age, will be enshrined in the Smithsonian Institu-
has been named assistant director-general of Saudi              region based in Hong Kong. Especially significant to    tion in Washington, D.C.
Arabian Airlines, with which TWA has a manage-                  his new role in Saudi Arabia, where a prime. TWA           The "Dash Eighty," which derives its name from
ment contract, it was announced by Matthew J .                  function is to train nationals, is the fact that Mr.    its Boeing engineering model number, 367-80, will
Kennedy, vice president-special services.                       Chambers founded the celebrated Cadet Corps Ap-         join such other historic air and spacecraft as .the
   In his new position, Mr. Chambers will be the                prentice Program while stationed at Rome.               Wright brothers' Flyer; Charles Lindbergh's "Spirit
senior TWA resident executive and will report func-                Saudia now operates a fleet of nine jets and 12      of St. Louis," and the "Friendship 7" and Apollo 11
tionally to H . E. Sheikh Kamil Sindi, director-gen-            piston aircraft serving Africa, Europe and Asia, and    space capsules as part of U.S. aerial history.
eral of Saudia.                                                 has close to 4,000 employees. TWA's association            The airplane will be turned over to the Smith-
   Mr. Chambers began his TWA career as a radio                 with Saudia dates back to 1946.                         sonian in a ceremony May 26, at Dulles Interna-
operator in St. Louis in 1940 and progressed through                                                                    tional Airport in connection with Transpo '72, the
passenger and ground service positions in New York,                                 *       *    *                      U.S. International Transportation Exposition.
Newark, Lancaster, and overseas at Frankfurt and                   The Boeing "Dash Eighty," prototype for the 707         The prototype 707 first flew July 15, 1954, four
Rome. Since 1969 he had been senior director of                 airliners which carried the U.S. into the commercial    years before inauguration of the first U.S. jet service.
                                                                                                                           Today, half of all the jet airliners in the free world
                                                                                                                        trace their lineage to Boeing's "Dash Eighty."
                                                                                                                            [n the 18 years since its first flight the "Dash
  Right Idea ... (from page                               1)                                                            Eighty" continued to perform as a flying test bed.
  national movement, Nicole Gilad Gilardin, inventory                                                                                        *     *      *
                                                                                                                           TWA flew 1,679,755,000 system revenue pas-
  clerk in the stores department at Orly, contributed                                                                   senger miles in April, a 13.8 percent improvement
  an idea that is expected to save TWA hundreds of                                                                      over a year ago.
  dollars down through the years. And as reported in                                                                       The load factor was 53.9 percent, up 8.7 points
  the May 8 issue of Today, Bombay finance secretary                                                                    from April 1971's level of 45.2 percent. Domestic
  Beryl Fernades recently earned a $100 Suggestion                                                                      load factor was 51.5 percent, up 6.4 points. Inter-
  Plan award . Thus encouraged, she now is aiming to                                                                    nationally it was 58 .5 percent, up 13.1 points.
  hit the $5,000 jackpot.                                                                                                  Domestic RPMs totaled 1,055,636,000 in April,
     'To be honest, early in the Suggestion Program                                                                     an increase of 4.5 percent from April 1971. Inter-
  we sometimes made token awards to women simply                                                                        national RPMs totaled 624,108,000 for an increase
  to encourage their participation-a fine example of                                                                    of 34 percent.
  misguided male chauvinism if there ever was one!"                                                                        Cargo volume in April totaled 54,987,000 ton
  said Bill Osborn. " But the gals have proven that             PAT BARKER, Los Angeles-based hostess, re-              miles systemwide, up 9.3 percent from a year ago.
  their ideas stand on their own merit and contribute'          ceives "Suggester" award from staff VP Bill             Domestic ton miles totaled 28,241,000, up two per-
  substantially to TWA's financial security."                   MacNamara.                                              cent. International ton miles were up 18.2 percent,
                                                                                                                        totaling 26,746,000.
                                6Ford Has a Better Idea'                                                                   Available seat miles for the month were down 8.5
                                                                                                                        percent in the U.S. and up 3.9 percent overseas. The
     The big idea of TWA's Suggestion Plan is cost                Raymond Patton, a welder in the Ford assembly         system decrease was 4.6 percent.
  reduction.                                                   plant in Kansas City, and his wife were the benefi-                           :::          :):

     Now a simil ar suggestion plan program at Ford            ciaries of the prize, and were sent off in grand style      Flight 185 took off from Boston May 2 with
  Motor Company in Kansas City has also proved to              on Flight 421.                                           31 passengers, and when it land ed in Denver a few
  be a good revenue producer for TWA.                                                                                   hours later there were 32. A boy was born in flight
     To encourage "better ideas," Ford had the bright            A. J. Lewis, administrator of the Ford plant's
                                                                                                                        over Nebraska to Maria Eduarda Da Silvia-Correia.
  idea of giving successful suggesters an all-expense          suggestion program, credits the wide appeal of the       A doctor who was among the passengers aided in
  weekend trip to Las Vegas on TWA as an added                 TWA prize trip as a major factor in stimulating          the delivery. Mrs. Da Silvia-Correia was traveling
  inducement.                                                  employee interest in Ford's cost reduction program.      from Lisbon with her husband and six other
                                                                                                                        children.
                                                                                                                    ambr::ador
                                                                                                                     express-



HARRISBURG. "We don't have true Ex-
press service, but our 707 twin seats are
popular to Pittsburgh and Chicago," say
Joseph Eicholzer, manager of customer
services at Olmsted Airport, and secre-
tary Ann McDonigal.




HARTFORD. Line mechanic George Krug
feels like one of the sales team when he
waits for that last last-minute passenger
before starting the engines.




                                                                                                                           by Bob Hall
                                                                                           The "out-and-back" speed, convenience
                                                                                        and comfort of Ambassador Express service
                                                                                            is really catching on across the U.S. This
                                                                                         reporter's survey of eastern U.S. boarding
                                                                                              points indicates there's a very definite
                                                                                          customer awareness of the improvements.
                                                                                             TWA employees are enthusiastic, too.
                                                                                           Take Chuck Charbonnier, customer ser-
                                                                                          vice ambassador at Philadelphia. He was
                                                                                              astonished by the passenger loads to
                                                                                          Chicago. "I was surprised, I mean really
                                                                                        surprised to see not one empty seat- that's
                                                                                                           unusual for a Monday."
                                                                                         At Boston, A TO supervisor Bob Phillips
                                                                                           likened the lure of Ambassador Express
                                                                                        service to the drawing power of the Bruins-
                                                                                               Rangers Stanley Cup games. To be
                                                                                         objective, the demand for twin seats isn't
                                                                                           yet as great as for tickets to the hockey
                                                                                        championships. But still, when you eaves-
                                                                                          drop in the gate area it becomes apparent
                                            WASHINGTON. Focusing on quality con-             that our latest service innovation is a
                                            trol are (from left) ground hostess Diane
                                            Werner, quality controller Joseph Orlan-
                                                                                        winner. Seasoned travelers are titillated by
                                            do, and customer service agents Sterling        the "newness." It is like the aromatic
                                            Barbour and John Morris.                             crispness and magic of a new car.
                                                                                                      ~
                                                                                            ambassador
                                                                                             express_




                                   BALTIMCRE. Customer service agent Linda Kitts reports   BOSTON. Chief skycap Bill Jones, with his 17 years ex-
                                   that her passengers are "pleasant ly surprised to be    perience, says "Ambassador Express gives the business-
                                   ticketed at the gate."                                  man what he wants."




ual
fora
,nday'                                          HARTFORD. Customer service supervisor AI Horstmeyer (left) and general manager Larry Vandegrift
                                                say we have a winner.
One of the more readily apparent features
they appreciate is the zip of gateside
ticketing.
With a quick flip of his hand, Bob Cowles
(at Hartford/ Springfield's Bradley Inter-
national) slips a plastic .route card and
the customer's ATP card in and out of a
ticket imprinter with one easy push-pull
motion. The passenger signs the coupon and
selects a seat. And Bob boards another
"last-minute" check-in for Flight 277.
For the acid test I observed an afternoon
of departures from Washington National
Airport, where the "regulars" are
accustomed to dashing up to the counter
at the last moment.
Maybe it was just coincid,ence, but I had
the feeling that since the introduction of
gate check-in, last-minute boarding seemed
less hectic.
Jim Harrigan, customer service manager
at DCA, agreed: "I've noticed," he said,
"that people seem more relaxed and are
sensitive of the improvements we have           BOSTON. ATO supervisor Bob Phillips and CSA Mary Sullivan ticket a last-minute check-in for
made both on the ground and in the air."        Flight 235 to Chicago.
                    Chet Huntley Compares AAL with TWA
        Undoubtedly many of you have seen American           established itself with us and with other organiza-      importance of courtesy without stiffness, of helpful-
     Airlines' current television advertising narrated by    tions by very good personal. service. Let me give you    ness and the kind of high spirit which is very infec-
     former NBC newsman Chet Huntley . At a meeting          just one example. And I think this demonstrates how      tious. I have a daughter in San Francisco . . . She
     of AAL's marketing personnel in San Diego last          there is always room in our economy and in our           worked for TWA for about three years and she was
     month, Mr. Huntley was invited to comment on            society for improvement of the mousetrap. We were        telling me the other evening-she was in ticketing-
     American and its people as viewed after two months'     constantly losing film when television news first got    that when they wanted to route a passenger it was
     association with the airline.                           under way. Sometimes our film was in a little tin can    always a delight to be able to call the reservations
        His remarks, which were reported .in the May 1       no more than three inches in diameter. And that          girls over at American because invariably they were
     issue of A A L's employee newspaper, Flagship News,     little can would get caught in the cargo hold or it      so polite and courteous and friendly and so highly
     contain several references to TWA which we think        would get caught with other cargo and it was lost.       efficient."
     will interest readers of TWA Today.                     But somebody at TWA came forward with a little
                                                             red gunny sack with 'NBC News' stamped in big               In a paraphrase of what Blaine Cooke, TWA's
        "What was my judgment of American Airlines           black letters. I suppose that it cost no more than one   senior vice president of marketing, has said over and
     prior to a few weeks ago? f have thought about that     cent. Well, it was that little gunny sack which did a    over again to the people of TWA, Me. Huntley told
     very sincerely. American, in my view, and I think       lot to guarantee NBC News as a steady customer of        his American Airlines audience : " If we could some-
     of NBC News as well, was a stable, reliable, depend-    TWA."                                                    how achieve a high percentage of American Airlines
     able, no-nonsense airline. It had a better image than       Further on in his remarks, Me. Huntley com-          people saying, 'We work for the best damned airline
     United but most of us, frankly, traveled TWA. Prin-      mented:                                                 in the world,' I assure you that it would rub off
     cipally, the choice of TWA as the domestic carrier          "The courtesy and demeanor of the ticket and         instantly on the public. The public would overhear
     for us at NBC News was a direct carryover from           reservations agents are very important and, in my       it and accept it and believe it ...
     TWA as our means of transportation overseas.            opinion, American takes second to none. Someone            "It's not exactly a case of wishing will make it so,
        But perhaps there is a lesson for us in this : TWA   in this company has made those agents aware of the       but it certainly is a case of believing will make it so.



                                                                                                                         People, Places
                                                                                                                           VOLUNTEER TWA speakers bureaus are sprout-
                                                                                                                        ing up everywhere-but would you believe Tupelo,
                                                                                                                        Mississippi?
                                                                                         AIRLINE INDUSTRY
                                                                                         award to TWA's                    Coordinator Anne Saunders reports that Margaret
                                                                                         Bill Noonan (center) is        DeMoville Carnathan, a former hostess and member
                                                                                         admired by Jack                of the New York inaugural Speakers Unlimited
                                                                                                                        group-has made herself available for speaking as-
                                                                                         Ryan (left), staff v.p.
                                                                                                                        signments in Tupelo.
                                                                                         of passenger services
                                                                                         programs, and Wally               Mrs. Carnathan recently moved to Tupelo, where
                                                                                         Smith, vice president          her husband is a practicing attorney, and has already
                                                                                         of advertising and             made one presentation to the Y-Teens Club at Tu-
                                                                                                                        pelo High School.
                                                                                         marketing programs.
                                                                                                                                                *    *     *
                                                                                                                            FYI, the administrative center (KCAC) in Kansas
                                                                                                                        City now has a formal mailing address: 11500 Am-
                                                                                                                        bassador Drive (zip code 64153) . Which is a pretty
                                                                                                                        good coup, eh? They might have gone one better,
                                                                                                                        though, by regarding the street as a "service road."
   William J. (Bill) Noonan, director of passenger           standardized ticketing procedures, the concept de-         Thus, Ambassador Service Road. Come to think of
service programs evaluation for TWA, has received            veloped by the TWA group headed by Me. Noonan              it, I-29 would make a nice Ambassador Expressway.
an industry award for his "outstanding contributions         was offered and ultimately used as a guideline by
toward improving passenger service through com-              the lATA and AT A committees.                                                     *     *     *
puter ticketing and automated passenger processing."            As chairman also of the Automated Passenger                The city of Titusville, Florida has honored Harry
   He was cited by the joint fAT AI AT A traffic             and Baggage Processing Project Team, Me. Noonan            B. Chambers, TWA project manager for NASA
committees responsible for the industry's automation         helped define specifically the industry's baggage          Tours at Kennedy Space Center as its outstanding
of fare quotation, ticketing, credit cards, and pas-         problems, establish the costs of baggage handling
senger and baggage processing.                                                                                          citizen. The award was made by Mayor Frank D.
                                                             and mishandling and propose future systems which           Kelley "for serving diligently and faithfully in mak-
   The committees recognized the need more than              would reduce errors and improve passenger service.
five years ago for future computer-controlled sys-                                                                      ing known through the thousands of visitors the sig-
                                                             As the result of a subsequent study, the industry          nificance of the space effort."
tems to cope with the capacities of wide-bodied air-         now has the facts which will serve as the basis for
craft and increased passenger traffic generally. TWA's       developing baggage handling systems.
Bill Noonan had a key role (Today , May 24, 1971)               "Automated fare construction and ticketing as                                  *     *     *
in organizing a special coordinating committee to            well as computer-controlled seat assignment systems,          RECENTL Y we received a news release from
develop the required systems and specifications.             the fi rst steps in airport automation, are gradually      World Airways announcing the appointment of David
   Background in TWA was the appointment by                  becoming a reality in the industry," said Me. Noonan.      Bell as manager of modification, sales and design. Ac-
top management in 1966 of a task force consisting            "By 1975 we should see major results of the re-            companying the release was a letter from D. R. Bell,
of data services and other involved departments, as          search and development accomplished."                      of MCI, who said: "The above article is about our
well as IBM staff, to develop an overall company                He credited representat ives of many airlines whose     son ... thanks to TWA for providing me a good job
approach to automated passenger processing sys-              participation on various working grounds laid the          these past 29 years thus enabling my wife and I the
tems. Recognizing that alJ carriers must conform to          groundwork for planning.                                   means of giving both our son and daughter a college
                                                                                                                        education. . . . With best wishes and hopes for
                                                                                                                        TWA's success . . ."

                                    SENIORS                                                                                   NQn-revs who lJlay have becomEl . acpust~led


                                                                                                                        I
                                                                                                                        i'

       The following employees retired recently or                                                                        to. tre IU. xuryqf ha.Vin g whole airplanes pr (jc U§aIlY "
                                                                                                                                    .                                    . .
                                                               Joseph U. Goetz, JFK, March . 1 (31)                       to , themselves during the recent doldru,!'TIsmay
     soon will. Years of service with TWA are                  Cecil L. King, MCI , June 30 (20)
                                                                                                                          need ·to come bacK·down toearth:            ..' .
     shown in parenthesis.                                     Charles G. Schuberth, PHL, February 1 (20)
                                                               Ray E. Krout, BUR, May 1 (37)
                                                                                                                              Happily, those empty seats are beginning . to
     Ernest E. Craig, MCI, April 28 (31)                       A. W. Crandall, DAY, May 31 (26)                           fill. And "hopefuIlY, .most will be full dl.rring , the
     A. E. Fritts, MKC, January 30 (26)                        Mario La Vista, ROM, Sept. 1 (17)                          Goming make-or-break peak season.
     A. G. Visvary. KSC, April 1 (25)                          Achille Pagano , ROM. August 1 (25)                             "We'd . like to remind all employees that the
     Gladys Sterling, NYC. March 1 (20)                        Henry T. Chamberlain, LON, July 1 (18)                     lounge seats on the 747s and 707s are for the
     Donald Quinlivan , LAX, May 1 (30)                        Steve T. Edmunds, PHX, April 1 (30)                        comfort. of our customers," said Mike Sullivan,
     Norton H. Vance, LAX, May 1 (30)                          A. R. Kemble, MCI , June 1 (36)                          , director ' of in-flight services administration. "If
     Clair Chandler, LAX, April 1 (29)                         Thomas W. Dyer, JFK, March 1 (32)                          thoughtless employees preempt these facilities
     Ernest M. Hulme, JFK , April 1 (24)                       Kenneth M. Oldham , MCI , July 1 (26)                      to the point where paying passengers are denied
     Charles S. Hawker, MKC, May 1 (39)                        George N. Arbuthnot. MKC, June 1 (30)                      reasonable access, ' it defeats our publicity and
     R. W. Rice, ORO, July 1 (31)                              John H. Edson, MKC, June 1 (30)                            advertising efforts.
     Myrtle M. Fox, MCI, June 1 (25)                           Fra ncis L. Spruill, MCI, June 1 (39)
                                                                                                                               "No employee, whether on company business
     Ruth Si Iver. LAX, June 1 (25)                            Raymond J. Jedlicka, MCI, June 30 (21)
                                                                                                                         ,or on a pleasure trip, should need to be reminded
     Angelo Guerra, MCI. May 1 (16)                            Frieda Paterniti , LAX, May 1 (17)
     Madeen Kimball, March 1 (17)
                                                                                                                          that the customer comes:·firSI."
                                                               Michael V. Hendricks. MCI, May 1 (17)
.'   . . ('
Page'S
Joe's"Personal Crusade
                 by Anne Saunders
   Joe Salicrup saves stamps.
   After 30 years with the U.S. Post Office as a
letter carrier and postal clerk Joe "retired" and
joined TWAin June 1967 as the postage clerk at
corporate headquarters in New York. Ever since,
he has made it a personal crusade to trim TWA's
postal costs.
   He earned recognition from the company in 1969               JOE SALICRUP
for a suggestion that saves TWA $2,400 annually             saves TWA's money
on schedule mailings.                                      by saving its stamps,
    By the super-conscientious performance of his                Photo-Dave Venz
job every day Joe has helped reduce TWA's annual
postage expenses at 605 Third from $78,000 in
 1967 to $47,000 in 1971-at the same time that
postal rates were rising substantially. How did he
do it? By knowing and following a f,~w basic guide-
lines in connection with the handling of mail-
"Something each of us can do," he said,
    "Many of us are inadvertently spending much
more money than necessary-while not improving
 the speed or handling of our mailings," Joe said
when I talked to him recently. "This is particularly     ($1. 80) , the cost would be $2.01 or a savings of      velope, don't seal or tape it shut and mark it "Air
true of international mailings," he added.               $2.19," Joe pointed out. On a three-pound envelope      Printed Matter."
    He showed me two examples: Five copies of a          the savings of air printed matter over air mail would     • As air printed matter may not contain corre-
44-page brochure were being sent to Paris by air         be a whopping $12.66,                                   spondence, send your cover letter, if any, air mail,
 mail in a sealed envelope at a cost to TWA of              "Air Printed Matter (APM) is 66 percent cheaper      advising the recipient that printed material is being
$11.76. "These could be sent 'Air Printed Matter'        and it gets there just as fast, so why would you send   sent under separate cover. You will still save at least
 in an unsealed clasp envelope (and on the same          it air mail? Yet people do every day, simply because    50 percent on the cost of the package.
 plane) at a cost of $3.10" said Joe. A savings of       they don't know the difference," Joe explained.
$8.66 on this one package alone!                            Each one of us can save TWA money every day             • On domestic mail, be sure to save the red first
                                                         by keeping in mind a few simple facts when mailing      class labels for rush packages or those containing
  A letter and a copy of the annual report were                                                                  a letter; otherwise use the black 3rd/4th class labels,
being sent together to Asia, air mail, at a cost of      letters and packages:
$4.20, "If the letter were sent separately as air mail      • On international mail, APM is 66 percent             • And don't forget to use company dispatch
(21 ¢) and the annual report ,!S air printed matter      cheaper than air mail. Just use a manila clasp en-      whenever possible. The savings are 100 percent.


                                                                                                                 Ask for the APR
                                                                                                                    APR is the abbreviation for April. It also means
                                                                                                                 annual percentage rate, a standard method of calcu-
                                                                                                                 lating the interest on loans, as required by the Fed-
                                                                                                                 eral "truth-in-Iending" laws.
                                                                                                                    "APR is really the only accurate way to compare
                                                                                                                 various lenders' rates," says Jim MacPherson, gen-
                                                                                                                 eral manager of the TWA Credit Union. He ex-
                                                                                                                 plained: "Every lender must state, in writing, the
                                                                                                                 annual percentage rate, finance charge and the num-
                                                                                                                 ber of scheduled payments. As with most laws, this
                                                                                                                 one has a few loopholes. Many lenders still verbally
                                                                                                                 quote 'low' rates of 5, 6 or 7 %, but fail to mention
                                                                                                                 these are add-on or discount interest- not annual
                                                                                                                 percentage rates," he warned.
                                                                                                                    "Demand to know their APR and you'll find that
                                                                                                                 5 % is more than 9%, 6% is really over 11 % and
                                                                                                                 7% is more like 13 %," he said.
                                                                                                                    TWA's Credit Union, on the other hand, charges
SPUMONI, French vanilla, Swiss chocolate, Mandarin orange and St. Louis blueberry were among                     only one rate on all loans, 8 % APR, This rate,
international ice cream flavors served by Atlanta TWAers to 600 Delta and Eastern employees to                   which hasn't changed in 32 years, is based on a
promote the Getaway program and Ambassador Service. Filling cones for Delta employees (right)                    monthly charge of 213 of 1% on the unpaid balance
are Atlantans Ann Maxwell, Marty Wentworth, Lee Lewis and Jack Markey (from left).                               (213 x 12 months = 8 %). There's never a penalty
                                                                                                                 for repayment ahead of schedule and creditor's life

Country-Style!                                              TWA's annual U.S. Savings Bond drive will
                                                          be held during the two-week period June 5-
                                                          16. Highlights of this year's "Take Stock in
                                                                                                                 insurance is provided on all loans at no extra charge.
                                                                                                                   So be careful when a dealer or banker says he
                                                                                                                 can arrange "6% financing." Ask him what's the
   Richard Fishbaugh, MKC-based captain, has his          America" campaign will be covered in the               APR, or annual percentage rate. If it's more than
cake and is able to eat it too, according to Des          June 5 issue .                                         8% (and it will be) , see your Credit Union.
Moines Register reporter Gordon Gammack.
    In a recent feature on the community of Shenan-
doah, Iowa, the newsman singled the Fishbaughs
out as an example of a family with idyllic living con-
ditions, Upon return to Kansas City from a domestic
flight, Captain Fishbaugh drives two and a half
hours to Shenandoah and leaves his worldly role as
an aviator to become an active member of his com-
munity (population 6,000),                                COLUMBUS customer
                                                                 service agents
    Captain Fishbaugh explained: "It's two different
                                                            David Lee (left) and
worlds for me-the rat race of civilization and tech-
nology and progress ... and then I come back and                 Chris Eyerman
in the morning I drive down a country road. I wave           ticket Ambassador
to a farmer and I know him. And I come to town             Express passengers.
and go to the hardware store and I say, 'Hi, John,'
and I know the guy in the shoe store,. the bank, the
restaurant-they"re my friends."
    Capt. Fishbaugh, his wife Dixie (she's a former
hostess) and their four children seem perfectly ad-
justed to the "best of both worlds."

 today , . ':.:, may 22" 1~72                                                                                                                                  ,Page 7
                                                                                                                       "SHE'S ALL YOURS," Lockheed Chairman
                                                                                                                       Daniel J . Haughton (right) hands over the
                                                                                                                       " keys" for TWA's first L-1011 to Ed Zak, TWA
                                                                                                                       director of aircraft acceptance, at Palmdale,
                                                                                                                       California.




                                                                                                                        L-1011 SIMULATOR, built by the Singer Cor-
                                                                                                                        poration, is now "flying " TWA crews at Bing-
                                                                                                                        hamton, New York. Some 36 three-man crews
                                                                                                                        are being trained for the first six L-1 011 s .




Simulator 'Flys'   by Jack Adams                            three trainees (captain, first officer and flight engi-
                                                            neer) , two instructors and, if required, tv.:0 ob-
                                                                                                                       TWA Accepts • • •
   "Let's make this an auto-pilot, auto-land ap-            servers.                                                   (from page 1)
proach, Lyle," said Captain Stephen Pyle. "On this              Two years of research and development by Singer
heading, intercept the localizer, proceed inbound           engineers produced a "6°-of-freedom" motion system         "The cockpit is sort of a pilot's dream. There is lots
and complete the ILS approach," he added.                   which imparts lateral, longitudinal, and yaw move-         of visibility. The avionics are the latest of any air-
   Then followed a recitation and verbal exchange           ment, as well as the pitch, roll and vertical movement     plane in the country. There is a redundancy of all
of a check list: "Landing final .. . landing final ...                                                                 systems, more than on any that I have ever flown.
                                                            of earlier systems.
altimeter . . -. brake pressure . . . brake pressure            The cockpit instrumentation contains three in-         Essentially, the pilot has more tools to do a better
checked ... flaps 22 ... flaps 22 ... gear down . . .       structor panels for monitoring of flight trainee per-      job."
gear down ... outer market strobe lights ... flaps          formance. They are:                                           The newsmen and women shared his enthusiasm
33 ... gear down ... brakes checked .. . wing flaps                                                                    over the passenger appeal of the airplane as well,
33 . .. landing final complete . . . one thousand               • Malfunction Insertion and Display Unit. This         commenting on the "bright, cheerful colors" of the
feet ... 500 feet ... 400 feet . . . 100 to go ...          features a rear projection system capable of project-      cabin decor, "feeling of spaciousness," seats and
50 . .. 40 ... 30 ... 20 ... zero ... ok, we're on          ing slides of selected system diagrams, schematics,        seating configuration and the below-deck galley.
the ground."                                                or malfunction identification lists.
   Actually, Captain Pyle and Captain Lyle Ryan                 • Environmental Control Panel. This equipment
had never been more than a few feet off the ground          allows insertion and control of a variety of simu-
as they underwent L-IOll simulator training at              lated possible inflight environmental conditions such
Binghampton, New York. With them on a simula-
tion " flight" to Kansas City were Captain William
G. Barrett and flight engineer Charles H. Smith.
                                                            as: wind direction and velocity, rough air, clear air
                                                            turbulence, wind gradient and vertical gusts, outside
                                                            air temperature, ·lapse rate and barometric pressure,
                                                                                                                                       today
Captain Pyle, a 21-year TWA veteran, served as              icing conditions, simulated sounds and radio noise                Published Bi-Weekly for Employees by the
instructor; he'll return to line duty once his L-IOII       and runway surface conditions.                                           Public Relations Department
                                                                                                                                 605 Third Avenue, New York 10016
instruction period is completed.                                • Cathode ray tube (CRT) display and keyboard.
   TW A flight crews are flocking to Binghamton for         Key to this equipment is the multi-purpose CRT                                Printed in U.S.A.
simulator training in preparation for introduction of       control-display unit that permits fast, two-way, on-                     Dan Kemnitz, Editor
L-I 0 II service. The simulator is now housed at            line communication with the computer. It displays                   Frank Parisi, Associate Editor
Singer Simulation Products (formerly known as               selected pages of information stored in the computer
Link). One of two ordered by TWA, it will be in-            memory bank. The keyboard modifies or updates
stalled later this year in the new flight training center   information and monitors and controls training
at Kansas City.                                             exercises.                                                     EAL Starts L-I011 Service
   Thirty-six three-man flight crews, plus a group of           When the TWA simulator is installed in Kansas             Eastern Airlines gave 99 passengers a pleasant
instructors, are scheduled to receive L-I 0 II simu-        City, it will feature a Singer-developed VAMP II           surprise April 26-a first ride on the L-IOIl. With
lator training. These comprise the bulk of the cockpit      (Variable Anamorphic Motion Picture) visual sys-           no advance notice, Eastern substituted its first 226-
crew members who will fly the first six L-I 0 II which      tem. The VAMP II color film system provides a              passenger TriStar for a DC-8 on a morning flight
TW A plans to have in service in 1972.                      fle xible field of view enabling pilots to learn to con-   trom New York to Atlanta and back, and then a
   The L-IO!I crews arriving in Binghamton al-              trol visually an aircraft under varying conditions.        ruundtrip to Miami. Inaugural of regularly scheduled
ready have spent two weeks of ground school train-              V AMP II utilizes computer-controlled wide-            service had been planned for Sunday, April 30.
ing. Flight simulator training adds 12 hours of in-         screen 70mm color motion picture film to depict
tensive work in cockpit procedures in an environ-           virtually all landing and takeoff situations. The first       New York Times reporter Richard Witkin said
ment that duplicates aircraft performance, handling         film will feature O'Hare International Airport at          the flight was " routine except for the excitement of
qualities and systems operation, including weather          Chicago. The system also gives pilots training under       those on board ... "
conditions through Category III requirements. The           normal, Category II and Category III restricted               He said passengers were impressed by the roomi-
latter makes the L-IOII "the most automatic ai r-           visibility conditions, as well as night approaches.        ness of the seats, the L-IOll's various comfort inno-
plane" in commercial service.                                   The "brains" behind the operation of the simula-       vations "and not the least by the gentlest possible
   The L-IOll simulator "flight deck:' accommodates         tor is a digital computer-the Singer GP-4B.                no-hands automatic landin,g in 1tlant~."

, P~ge   8                                                                      ,'           ,.         ,   '.                                   today        •   may 22, '1972

				
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