Yesterday was one of those snow days in Chicago O’Hare (ORD).

Our day started out in Fargo (FAR). Upon arriving at the airport, we had two hour “flow,” which means ATC was controlling our departure time, into ORD because of weather.

Eventually we got airborne and on our way. We were really not too late except that once we got on the ground, our gate was occupied so we had to sit in the “penalty box” for about 25 minutes. The “penalty box” is a waiting area off taxiway “B,” where airplanes can pull off to the side and be out of everyone’s way while they wait for their gate. Just a clever name, really.

While we sat there, the wind was blowing diagonally and visibility was down to about 2 miles. Everything was moving slow.

With all the delays and the slow downs though, passengers, pilots, and controllers were all keeping their heads about themselves and everything was going pretty smoothly. I’m always impressed by the controllers in ORD. Somehow they keep it all together and really control the situation.

Well, eventually our gate came open and we deplaned. We were scheduled to go to CVG next, so I jumped off the airplane when we got there and went and got some coffee. It had already been a long day.

Then we boarded and we got hit with another curve ball.

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The next couple weeks are going to be stressful both from a pilots perspective and the passengers perspective.

Flights are going to be full. Weather may play a part in your trip. Crews will be commuting to their bases on packed airplanes. And passengers will be trying to get to their families to celebrate the holidays.

Now, as a flight crew member, I am accustomed to dealing with irregular operations such as weather or ATC related delays. Your typical holiday passenger who travels once a year is not. Therefore it’s super important that crews remain empathetic to their passengers travel perceptions and provide them with the BEST possible travel experience.

So what can we do to make the trip a little easier for everyone?

Communication

Well, I’ve said it before, but communication goes a long way in making a trip a better experience for everyone.

 Flight crews have the ability to provide their passengers with a positive travel experience during these traditionally stressful times by just communicating.

A pleasant greeting and a smile go a long, LONG way to making a trip a much more enjoyable experience. Whenever I can, flight deck duties aside, I try to greet the passengers as they come on the airplane and as they leave. Proactive, confident, and professional communication from the crew is a very effective way to minimize customer dissatisfaction when uncontrollable delays impact a flight. I’ve found that by greeting the passengers, this helps tremendously in setting the tone for the whole flight. Now, they can put a face with the voice. Then, as the flight progresses, promotional and safety-related announcements also serve to enhance passenger confidence and enhance their flying experience. Furthermore, if you provide your passengers with frequent updates during delays, you will most likely have happier passengers at the end of the flight which is the whole goal.

What Did They Say?

I can’t say it enough, passenger announcements are ESSENTIAL! And there is a right and wrong way to make them. Remember, when making passenger announcements, how you say it is just as important as what you say. They must be constructed to convey what you intend them to mean without degrading passenger confidence. Since the passengers can’t see you, it is even more important that the announcement be upbeat, clear, and concise. A grumpy, uncaring, exhausted announcement by any of your crew can ruin the whole flight. 

See my two blog entries: 5 Things To Do When A Flight is Delayed and Empathy and Connecting with Passengers, if you would like more reading.

Professional Image

Professional image goes a long way in instilling confidence in the passengers. The passengers need to know that their crew is experienced, capable, and cares about their travel experience. You can increase passenger confidence and their perception of you by portraying a professional appearance (uniform, etc.), and responsible public behavior. You are a professional after all, aren’t you?

Start It Out Right

Finally, as a captain, I review passenger communication goals with the crew during the my initial briefing. I discuss passenger communication plans for ground holds, delays, and diversions. We discuss that air travel is all but routine to most holiday passengers and how we interact with them my well set the tone for their whole holiday.

So when things get tough, the days get long, you experience one delay after another, remember to think positive and remain professional. You are the leader of the crew and your actions DO MATTER.

Another interesting and useful travel link:

AirportRooms.com – is cool website for crews to get those great deals on hotel rooms and rental cars when you can’t get home. Check them out at: www.AirportRooms.com.

To Your Flying Success…

Jeffrey

Jeffrey is a captain at a regional airline and flies the CRJ200, CRJ700, and the CRJ900. He has over 4000 hrs of flying experience in many different airplanes and is a Gold Seal flight instructor to his credit. He has recently written “The CRJ200 Quicknote Study Guide” that simplifies the systems of the CRJ200 into a easy-to-understand, downloadable eBook. Click here to get your copy today!

Every year my wife wants me to make a list of things that I want for Christmas. And every year I hem and haw over making the list until I cannot put it off any longer.

It’s not that I don’t know what I want, I just procrastinate writing it down. Of course, there is never an end to the things that I want. It’s always a balance between things that I “want” and things that I “need.” I always want things that fit BOTH categories. My wife says that I tend to err on the “practical” side when it comes to gift getting.

So what I’ve done in this entry is list a few of the things that I think are both “wants” and “needs” for the professional pilot. Some may be more “wants” than “needs” but that’s how it goes.

So if you know someone that is a professional pilot or wants to be a professional pilot. Here is a list of items that will get you started. And, if my list doesn’t quite fit, just visit MyPilotStore for some other ideas. They have also put together their top 100 items that I’m am sure you will find something.

9 Gifts for Pilots

1. LightSPEED Zulu Headset- The newest headset from LightSPEED is also the World’s Quietest ANR Headset. I am seeing this headset more and more on the flight deck and my first officers are saying that they think it’s the best headset they have ever worn.

2. Korchmar Senior Pilot Leather Case – Full Grain American Cowhide. 18.75 x 15.75 x 8.5 (Outer Dimensions). This thing is durable and looks GOOD! It will last you for ever and ages like a worn glove. It just gets better with use.

3. Torgoen T6 E6B/Zulu Time Watch – Black Leather, Silver Case, Orange Face - Attractive and functional swiss movement Torgoen watch combines Zulu time movement with E6B flight computer. It is a sporty watch with functionality added in. I love this watch!

4. Jeppesen Professional Logbook - Picture yourself at your airline interview. You have three seasoned pilots in front of you. They ask you for your logbook and you pull out your 50 page, rinky-dink logbook. What is that going to say about you? Don’t let that happen. Either get the Jeppesen Professional Logbook or download the Pro Pilot Logbook Softwareand start logging those hours…professionally!

5. Turbojet Systems Made Easy DVD – If you’re preparing for an airline interview and haven’t flown “heavy iron” lately, you really need this course! It is easy to carry with you wherever you go and gives you a super-solid foundation to ace that airline interview. Consider these videos as well: the Nolly Successful Simulator Training DVD and the Airline Interview Power DVD. You won’t regret it.

6. Garmin GPSMAP 96C (Americas) - This portable color GPS integrates full-featured GPS navigation with a Jeppesen database and comprehensive towers-and-obstacles database. If you fly for fun or as a CFI, this will help you stay clear of those TFRs, Prohibited Areas, and obstructions. With an easy-to-read screen and a long battery, you will keep yourself safe.

7. Jeppesen GFD Instrument/Commercial DVD Course - This is the best-selling Instrument/Commercial course on the market. Jeppesen has been on the cutting-edge of aviation since the beginning and they know how to pack tons of useful information into each and every video. This set contains 10 hours of informative and entertaining instructional video on three DVDs. There is no way you can’t pass your Instrument and/or Commercial checkride if you watch these videos. You might want to pick up these videos as well:

• Jeppesen GFD Private Pilot DVD Video Course
• Jeppesen GFD Flight Instructor DVD Video Course
• Jeppesen GFD Multi-Engine DVD Video Course

8. Deluxe Flight Simulator Bundle – MS Flight Sim X, Yoke, and Rudders- This bundle includes the Microsoft® Flight Simulator X Deluxe Edition, CH Yoke, and CH Rudder – everything you need to start flying at home! Besides being practical, this Bundle is just FUN! You would swear you were actually flying, and though you can’t log the time you fly, it will keep your skills sharp!

9. Aviation: A Filmed History (24 DVD Set) – 24 COMPLETE DVDS ! Approximately 1200 minutes (20 hours) of Video! Any pilot would love to have this set.

So there you have it. 9 ideas for your pilot. Remember, you can visit MyPilotStore.com for more great Christmas ideas!

Enjoy…and HO-HO-HO…

Jeffrey

The CRJ200 has a very efficient and relatively easy electrical system. This Quicktip outlines the basics of the CRJ200 Electrical System AC Power characteristics.

• 3 Phase, 400Hz FREQUENCY (12,000 RPM on CSD),115 VOLTS
• One AC generator can power more than one AC Bus at a time, but more than one AC Generator CAN NOT power the same AC Bus at the same time.
• 30kVA up to 35,000 feet
• 25kVA above 35,000 feet
• Once AC power is established, the BATT BUS receives power from the ESS TRU1 and ESS TRU2, and the APU BATT DIR BUS and BATT DIR BUS are placed in standby. Notice that the “hockey stick” is not illuminated on the DC Electrical Synoptic Page.
• GCU will take a generator off line for: Over/Under-voltage, Over/Under-frequency, Generator or Bus over-current.
• During transfers of power, say from the Ground Power Unit (GPU) to GEN 2, the yaw damper may fall off line, so check your ED 1 and ED 2.

CRJ200 - AC Electric Synoptic Page

CRJ200 - DC Electrical Synoptic Page

If you would like to know more about jets, I highly recommend that you pick up The Turbine Pilot’s Flight Manual. It has everything an aspiring regional airline pilot like you is expected to know when transitioning to turbine-powered aircraft. It also includes a bonus CD-ROM that you can take along with you. I own this book and I still refer to it occasionally.

To Your Flying Success…

Jeffrey

Jeffrey is a captain at a regional airline and flies the CRJ200, CRJ700, and the CRJ900. He has over 4000 hrs of flying experience in many different airplanes and is a Gold Seal flight instructor to his credit. He has recently written “The CRJ200 Quicknote Study Guide” that simplifies the systems of the CRJ200 into a easy-to-understand, downloadable eBook. Click here to get your copy today!