Here is how I'D rewrite (redo) this lil fiasco:
Date: Thursday, 14 February 2008 19:58 ET
To: USAALLMX.F/A
From: Sherri Shamblin
Subject: A Letter from Sherri Shamblin
****** Letter from Sherri Shamblin ******
To All Flight Attendants:
One of the hottest topics discussed since the merger was announced has been
the differences between the service offered onboard East metal aircraft and
the service offered on West metal aircraft. Our goal to ensure the best
possible onboard experience for all customers has always been at the
forefront...so much so that we asked them what's most important to them when
flying in each class of service we offer.
We were able to determine that they felt that the quality of both the food and
beverages we offer onboard were the most important. This was the reasoning
for addressing these items across the board first so that the most customers
would feel the biggest impact as quickly as possible. Along with the roll-out
in December of all new menus, we also re-introduced flatware and beginning in
June, hot towels will return to our domestic service
along with a pre-arrival
mint service. Starting in May, we plan on introducing a new menu for our tropical
flights to Hawai'i and the Caribbean, offering an enhanced first class and main cabin meal
service that will include more local flavors and beverages. This will include an upgraded
polynesian chicken sandwich, mai tais & mojitos, and our first class customers will now
enjoy a Fruit Plate on red-eyes departing Hawaii.
One area where our First Class customers didn't feel we should focus too much
of our attention, was glassware. As long as the quality and quantity of the
beverages we offered were both high, then the use of glassware wasn't as
important. Today, we offer glassware on most meal flights to/from LAS and PHX
operated by West metal, but do not offer such on the same flights operated by
East metal. Conversely, the opposite holds true where our meal flights
to/from CLT and PHL operated by East metal do not offer glassware, yet the
West metal does. This has created a great deal of confusion among not only
our catering teams and crews, but amongst our customers as well.
While focusing on
keeping costs low and maintaining a "higher" level of consistency with our
entire network, we have opted to discontinue the use of glassware from our domestic
operations. In place, we will be stocking aircraft with a limited number of better-
quality plastic glasses. While not the same as glass, we have looked at all
of our options and felt this was the best way to address this issue.
With the continuing rise in fuel prices, we must always look to invest our
money in those products that really matter to our customers. To add glassware
to all First Class flights would have cost the company $15 million a year,
money that can be better spent to improve the food quality and amenities that
the customers say really matter to them.
But we must also preserve our
premium product at which our customers feel the service they receive justifies
the value of the tickets purchased.
Great progress continues to be made on a daily basis and I thank you for your
continued support and dedication to offering our customers the best service
day in and day out.
And we are always welcome to look at new, different, or
innovative ways at which we can deliver a product of choice for our customers
while maintaining a cost-effective operation.
Sincerely,
Sherri Shamblin
Vice President, InFlight Services
You want Mad Dog 20/20 or Tiger Rose Sir? 
