Captain Denny Flanagan is a former naval aviator and worked for a United Airlines as a pilot for about 25 years. This case traces a day of his life. Flanagan introduced a different dimension in the air travel and effectively conducted it through enhancement of its current offerings in entire airline. For instance, he enhanced the service by arranging foods for the delayed flight’s passengers and informing the parents of unaccompanied minors that their children are safe. However, his company had a poor customer service rating, but his efforts led the company to a prominent position in the industry. But it poses the questions that whether this enhancement of services has always been effective for an airline. By what means can Flanagan’s methodology be imitated? Would it be effective or even easy to imitate this approach?
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