TO: CEO/President Alaska Airlines
FROM: Jennifer Beckner
DATE: October 23, 2020
SUBJECT: Improvements between customers and flight staff
Dear Bradley Tilden,
As the CEO of Alaska Airlines for the past 8 years, you are aware of all the positive and negatives sides to
air travel. Due to the recent pandemic of COVID-19, there are more complaints both from
customers/flyers and the airline staff. There has been a rise in emotional breakdowns from airline staff,
and with the flyers. With the pandemic, there is more stress in both the customers/flyers and the airline
staff, causing emotions to run high. After reviewing surveys taken from Alaskan Airline customers/flyers
and staff, the following are lists of the most common complaints. These lists are good starting points
where there could be room for improvement. Johnson (2016) “Communication of expectations can be
one of your most powerful influences tools.”
• Airline Staff
o Vulgar disrespectful angry customers/flyers
o Entitled customers/flyers who are demanding
o Disruptive Passengers
o A drunk and or intoxicated passenger
o Unthankful customers/passengers
