Purpose: To build extraordinary customer loyalty by delivering genuine caring with “Safety Always” through every touchpoint during the inflight customer experience. Lives our shared values and works as “One Crew” with all other crewmembers to execute flights reliably and seamlessly to our airline’s standards, while working to always get better. (No striving—that’s trying, not doing).
Safety Always: Enables safety for customers and crew through communication, continuous awareness, and attention to all details onboard and around the aircraft.
Caring Service: Creates a customer experience filled with genuine care in every moment, from boarding to deplaning by treating each customer as a unique person and understanding their needs.
Trust-Building Communication: Shares information accurately, directly, and simply with customers and crew to create understanding and build trust. Listens to understand and respect all.
Operational Excellence: Executes in-flight processes to achieve intended results, including on-time performance, safety, and meeting all regulatory standards.
One Crew: Seamlessly works with other crewmembers to own overall performance and results. Acts quickly to help and support other crewmembers. Crewmember feedback
Leadership observation and feedback
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