Employees need attention, too

Air Safety Week, Jan 10, 2000

Carrier employees called to assist the families of the victims of air disasters also are affected by the trauma. At the same time, the stories of these airline volunteers going the extra mile are legion, and they deserve to be recognized. In this respect, the initiatives taken by Delta Airlines [DAL] after the loss of then codeshare partner Swissair Flight 111, and the actions of American Airlines [AMR] after the crash of Flight 1420 at Little Rock, bear mention. Their efforts may represent a classic illustration of the aphorism that doing the right thing is more important than making sure things look right. And, recognizing employees for their efforts can have a payoff beyond the immediate dictates of disaster management. Carolyn Coarsey-Rader, president of Higher Resources Inc., who assists airlines in the contingency planning, said, "I think this beginning of the year is a good occasion for CEO's to thank all of their employees for the caring things that they do every day for the public. Although airlines appropriately wish to be seen as efficient operators, there are times when the creativity of the employees, who find ways to share their hearts with the public, probably helps their image more than all the expensive advertising and public relations efforts in the world." >> Coarsey-Rader, 770/920-8040 <<

Recognizing Employees

* Delta and Swissair. On the one-year anniversary date of the Swissair Flight 111 crash, Delta recognized its employees by an article in the company newsletter. Each individual also received a letter of thanks and a print of the Peggys Cove crash site in Canada, suitable for framing. The print also bore a poem about helping strangers that was written by one of the Halifax volunteers. Also of note, Swissair gave Swiss chocolates to all of the Delta employees who helped with the response.

* American Airlines. Hosted a luncheon Nov. 7 at a posh hotel near the company's Dallas-Ft. Worth headquarters for all CARE employees, the Care Assistance Relief Effort volunteers who assist the families impacted by air crashes, in this case the June 1 loss of Flight 1420. Bob Baker, executive vice president of operations, thanked all concerned. Each CARE volunteer received an impressive framed certificate, featuring original artwork and a quote from the late Mother Theresa: "We ourselves may feel that what we are doing is just a drop in the ocean. But the ocean would be less because of that missing drop."

In addition, American's general manager in Little Rock hosted a dinner for his staff and for other airline, airport and hospital staff involved in events on the evening of the June 1 accident.