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Managing Passenger Expectations

Some think airplanes run forever on a tank of fuel. Others apparently assume flight crews have no families and never sleep, eat or go home. They show up for a trip in the CJ with four pals you weren expecting and five pairs of skis. They are the kid who three weeks ago could not spell rock star and now he is one, the second-wave dot-com entrepreneur who wont wear a wristwatch and is hours late for his own board meetings, and the senior citizen who won not go anywhere without Wrinkles, her beloved shar-pei. Who are they? As one service manager put it, "They are the people without whom we would not have jobs." They are our passengers.


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