Turbulence between the airline industy and its employees

It’s no secret the airline industry has been struck by some hard times: the 2001 Terrorist attacks, H1N1 and a poor economy. Recently they’ve been plagued with another sort of crisis—employee performance.

Earlier this week, a pilot for United Airlines was arrested for nearly flying an aircraft while intoxicated. What’s even more surprising is that this pilot, Erwin Vermont Washington, isn’t the first. In fact, he is the third American pilot arrested for intoxication within the last 13 months.

Perhaps you remember the two Northwest Airline pilots that overshot their destination by 150 miles in late October.

According to The Independent, “The Federal Aviation Administration said the crew told authorities they became distracted during a heated discussion over airline policy and lost track of their location, but federal officials are investigating whether pilot fatigue might also have played a role.”

Sounds to me like the airline industry has a serious internal public relations issue on their hands.

Employees aren’t performing well and although no actual harm has been done, passengers were still in danger. There needs to be coherency in internal relations and a balance between company authority and employee privilege.

Employees need to feel treasured by their company. In turn, they will be more motivated to do well and sincerely want their company to succeed. There needs to be an opportunity for employees to excel and the airline must be sure not to demand too much from their workers. In no case is fatigue an acceptable excuse.

If staff members can feel good about coming to work, they will be less likely to show up drunk and exert negligent behavior.

Simultaneously, there needs to be clear-cut, no exception, zero tolerance consequences spelled out for these sort of actions. There simply cannot be room for ambiguity. Pilots and other staff must know the consequences of their actions, and management must be prepared to enforce these penalties.

I believe this is a simple case of management/employee relations that desperately needs improvement.

Canada for Christmas!

When you think vacation destination you think the Bahamas, Jamaica, Hawaii, the sunny beaches of Florida and California right? You might even consider popular European cities and villas right? Guessing you don’t think Canada… well that’s where you’re missing out.

Each year Canada Tourism sponsors a wonderful Christmas wonderland at Bryan Park in New York. The park is decked in Christmas décor, fully equipped with an ice rink, restaurant and of course it’s very own Santa Clause, all the while linked to the Canada Tourism logo.

But the reason this company excels is because they’ve gone beyond your standard sort of NASCAR sponsorship (slapping a label somewhere and calling it done). Canada Tourism creates a truly Canadian atmosphere. Restaurants serve Canadian food and drinks and offer a Canadian lounge appropriately titled °Celsius.

There are even paintings and decorations designed to “highlight Canadian experiences” such as the Northern Lights, said Promotions’ Director, Jackie Brown-Saunders.

Regional destinations such Quebec and Toronto participate in the event by donating resources such as the Holiday Tree and the tree’s decorations.
Guests are also invited to participate in various activities and ice sports uniquely Canadian in order to familiarize with the culture and encourage future visits.

“Every year it seems we’ve been able to active more, reach more and more consumers in the New York area, so, we’re really happy with it.” Concluded Brown-Saunders while discussing her company’s success.

I think they’ve done a great job of promoting the holiday spirit and taking advantage of the cooler weather to advertise what Canada has to offer and targeting a nearby audience right in New York!

How to overcome swine.

As I’m sure many of you are aware, The White House declared the H1N1 virus, or swine flu, a national emergency earlier this week. This pandemic seems to be sweeping not only the nation, but the entire global community.

Naturally, the travel industry experienced a decrease in revenue these past few years as less people are willing to fly; particularly to lesser-developed popular travel destinations such as Mexico and Argentina.

The travel industry has had it rough this year, confronting terrorism, a dwindling economy and this scary virus. But I can’t help but think a simple PR campaign designed to distribute some facts and not fear would do the industry some good—specially concerning the flu.

The majority of the public assume swine flu is extremely deadly and are therefore overcome with unwarranted anxiety and refuse to travel.

This is unreasonable when, “Most cases [of H1N1] have been similar to seasonal flu and have not resulted in severe illness,” according to a report by cdc.gov. “It is expected that most people will recover without needing medical care.”

If the public were more aware of the facts, there would be less widespread panic.

A simple campaign discussing these facts and easy things guests can do to avoid getting sick would go a long way. Tips like washing your hands, avoid hand-to-face contact and eating right can do a lot to prevent illness.

If flight attendants were to periodically provide hand sanitizer and offer vitamin c packets to guests on board, it would not only encourage safe hygiene and help prevent sickness, it would show that the company genuinely cares about its guests and their wellbeing.

Now take it a step further, and appeal to their pocketbooks.

CNN recently broadcasted a report saying that many airlines are charging a cancelation fee for illness, regardless of ticket insurance. This is turn is prompting many customers to fly sick and put other passengers at risk. If an airline were to step-up and ask its consumers to cancel if they’re ill and guarantee no fee, it would help stop the spread of H1N1 and make the company more popular among frequent travelers. Sure it might not be immediately profitable, but customers will recognize this feature and book flights with the airline for this reason!

Green for Cause

Marriott has launched a new campaign to help save the rainforest.

The rainforest is responsible for more than 20 percent of the worlds’ oxygen. A scary fact considering that this treasure has dropped from occupying 14 percent of the worlds’ surface, to only 6 percent. Marriott is doing their part to help preserve this wonderful resource.

The company calculated their total CO2 consumption and determined what it would cost to offset their carbon footprint by donating funds to Juma rainforest reserve in the State of Amazonas, Brazil. The hotel has contributed $2 million and invites its guests to donate a minimum of $10 to do their part. According to their calculations, these $10 would reverse a guest’s carbon damage for ten nights at the Marriott; more simply put, a dollar a night.

By making it easy for guests to donate, Marriott has once again brought going green to the forefront of their guests’ attention. Not only does Marriott take responsibility for their CO2 emissions, they lead by example in inviting their guests to follow.

My only comment is that they could make this fundraiser more exciting by challenging guests to raise $2 million and promising to either match that price, or offer a free night’s stay to all donors if the goal is met. It would encourage guest participation and add excitement to their philanthropy.

The secret to making green work for your business

It’s no secret that going green is a good thing, but too many companies discard the opportunity or simply fail to inform their publics of their actions, which is an essential element in a company’s success.

Take Marriott for example. The organization has been doing an excellent job in both going green and informing their publics. A lot of major companies, particularly within the travel industry, should take notes.

Most hotel efforts don’t stretch beyond installing energy saving light bulbs and requesting customers to reuse towels.

Marriott has discovered the growing niche of environmentally concerned tourists and is catering to their concerns.

The hotel chain uses two-flush toilets, solar panel roofs, organic paint and fluorescent lighting. They have even gone as far as to request their pen supplier Bic, manufacture Marriott pens with recycled materials.

All this is great, but the area Marriott truly excels is in alerting their customers of their efforts. Green cards with details explaining the hotel’s efforts are given to guests as they check in. The company understands that in order for their actions to truly have an impact, they must let people know. This is where their actions have the most effect.

As concern for the environment has almost doubled among consumers within the past few years, it is essential to inform them of you efforts. You can recycle all you want, but it won’t mean anything unless you make it known.

Keep it up Marriott!