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The art of customer relations management, "So, what's to worry?"


John Ranalletta

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John Ranalletta
It is normally a moment of cheery reassurance when an airline pilot greets passengers during preparations for take-off. But Alexander Cheplevsky sparked panic on flight Aeroflot 315 when he began to speak. His slurred and garbled comments ahead of a flight from Moscow to New York convinced passengers that he was drunk. When he apparently switched from Russian into unintelligible English, fear turned to revolt.

 

Flight attendants initially ignored passengers' complaints and threatened to expel them from the Boeing 767 jet unless they stopped "making trouble". As the rebellion spread, Aeroflot representatives boarded the aircraft to try to calm down the 300 passengers.

 

One sought to reassure them by announcing that it was "not such a big deal" if the pilot was drunk because the aircraft practically flew itself.

Any pilot to the courtesy phone, please.
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