Pilot Goes Extra Mile

United's Denny Flanagan A Big Hit With Passengers

(CBS)  Capt. Denny Flanagan has a glowing reputation among frequent fliers and other passengers on United Airlines lucky enough to land on his flights. There are glowing comments about him on travel chat boards.

Flanagan, you see, pulls out all the stops when it comes to attending to his passengers, as CBS News transportation correspondent Nancy Cordes discovered.

He invites children into his cockpit, takes photos of pets and, when his flights are delayed, the snacks are on him! He even holds raffles and giveaways!

The veteran pilot is, says Cordes, truly a first-class captain, "on a mission to inject some humanity into an experience that, let's face it, these days can seem pretty dehumanizing."

On his flights, unaccompanied minor always get a window seat, and their parents back home, a phone call from the father of five, straight from the plane.

"It's called working from the heart. It's just working from the heart," Flanagan told Cordes.

To see her full report, click here.

[yamsuan]

The good captain does take things to new heights. He pleasantly puts a human face to the dilemma that we call air travel. However, there are many like him in this industry from counter staff, pilots, and flight attendants to engineers, technicians, and baggage handlers who also do their utmost (and more) in difficult circumstances. If you had your pensions rudely taken away, forced to work long hours, sacrificed many pay cuts, but see your bosses raking in millions to their paychecks and bonuses, it is easy to see why morale with American air and ground crews have sagged over the years. United''s Captain Flanagan shows us how to honestly fly the friendly skies. I only wish airline CEO''s be just as friendly and honest. If you can''t be united, might as well change the name.

[mycatsnores]

Sorry, forgot to mention that Captain Flanagan sure does sound like a nice guy. I''m so glad his passengers appreciate it.

[mycatsnores]

it is a sad commentary that this is such a big deal. used to be that service was a given, not a rarity. Great guy tho!
Posted by spargle at 02:00 PM : Aug 31, 2007

Yeah, tell me about it. I think every time I go to the shops the level of service drops a tiny bit more. I can remember when you were rewarded, not treated with disdain, when you spent your money in stores or on services.

[spargle]

it is a sad commentary that this is such a big deal. used to be that service was a given, not a rarity. Great guy tho!

[briansgirl2]

What a wonderful change!! We all know how tasking flights are nowadays. For him to take time to care so much for his passengers just shows that while the airlines themselves are still herding us thru the air like cattle, at least their employees still care. Hats off to you Captain!!!!