A Promise is a Promise-II

[Winlow Alan <alan.winlow@marshalls.co.uk>]

Circulating the information regarding the response of easyJet to the closure
of Luton Airport due to snow earlier this year led Andy Dix the CEO of the
Stonemarket organisation to contact me with a story. I think that it is
worth passing on.

"I was actually fortunate enough to sit next to Stelios on one of his
aircraft recently en route to Amsterdam.

We had the usual pre-flight chat about what our jobs entailed and how I felt
about his airline and why had I chosen it.

My obvious response was, "Well it's so easy, competitively priced and the
service is first class".  

More importantly he then asked me what I did not like about his airline.
As I am a pilot myself, I responded - "I do not get to fly the aeroplane."
Anyway that's another story.  

Once the wheels had left the ground Stelios made his apologies to me, pulled
out a note pad and pen and he started asking the passengers on the adjacent
seats the same questions, taking notes as he went.  He repeated this the
entire length of his full aeroplane, shaking peoples hands, thanking them
for using his service and asking them what they did and did not like about
his aeroplane.  He only returned to his seat 5 minutes before the wheels
touched the ground armed with the filled out pages in his notebook.

I asked him why he did this.  He just looked at me and said, "feedback".  

We made our pleasantry business exchanges and he thanked me again for using
his service and I left the aircraft.  

I have been fortunate enough to travel far and wide over the last 20 years,
it is the first time I have ever met with an airline principal who is
interested in the customer and does not just the pass the time of day.

Well done to Stelios, keep it up."		Andy Dix	08.05.00

Alan Winlow
Marshalls PLC
alan.winlow@marshalls.co.uk	
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