Find hotels with sparkling 5/5 cleanliness ratings, or bag a room with free cancellation. "Fire service leader: "De Gaulle tower from fire service leader, can you give me the situation of the Concorde?" Sure, we were able to fix some problems, such as an incredibly slow reservations system and a substandard customer-response policy. [3]:115, The accident led to modifications to Concorde, including more-secure electrical controls, Kevlar lining to the fuel tanks, and specially developed burst-resistant tyres. Over the years, these rules were accumulated into a book about nine inches thick known as the Thou Shalt Not book. The Continental jet dropped a strip of titanium alloy from its thrust reverser on the runway during takeoff. Ask the customer the right question. During its 27 years in service, Concorde had about 70 tyre- or wheel-related incidents, seven of which caused serious damage to the aircraft or were potentially catastrophic. They could see senior management finally taking the actions they knew had been needed for years. You will see the word we a lot as you read this article. Any effect on takeoff performance from this excess weight was negligible. In other words, while the word "major" may . We didnt pick randomly; we chose measures that could be verified by the Department of Transportation. Started Operations. Painfulcertainly. To figure out which products to make, you first have to ask your best customers what they will pay extra for (for example, safe and comfortable airplanes, good food at mealtimes). Of course, the ride isnt over. The aircraft was a total loss. Save time and money on flight ticket booking with Fly.com. People are happy when they feel they are making a difference. The first is to beg forgiveness from all the customers you have wronged. Continental Airlines Flight 1515 was preparing to take off for Bush Intercontinental Airport in Houston when "a maintenance-related engine run-up of the right-hand engine" was carried out,. Section 2.2 "Crew Actions" (page 166): "The exceptional environment described above quite naturally led the FE to ask to shut down the engine. If you sit around devising elegant and complex strategies and then try to execute them through a series of flaw-less decisions, youre doomed. Couple fear strike by nurses . Deciding to focus more on customers desires rather than on cutting costs is actually the easy part. Looking for a cheap last-minute deal or the best return flight? Pretty soon, we were unstoppable.. Neither qualified what was meant by "major U.S. airline.". In the wake of the disaster, the entire Concorde fleet was grounded. They began ranting and raving. [3]:115 It did not directly puncture any of the fuel tanks, but it sent out a pressure shockwave that ruptured the number 5 fuel tank at its weakest point, just ahead of the left landing gear well. Why dont we just charter you a Lear jet? Gordon and I took the largest of those accounts. That expedited the process of screening candidates and greatly reduced our hiring mistakes. I kept telling them it was the worlds worst $6 billion company. Time is tight; money is tighter. I said I was surprised; we had just finished negotiating the first pilots contract in 12 years, and it had been ratified by a large margin. En route stops were planned at Phoenix, Arizona and El Paso, Texas. On 25 July 2000, Air France Flight 4590, a Concorde passenger jet on an international charter flight from Paris to New York, crashed shortly after takeoff, killing all 109 people on board and four on the ground. If you ask them what they want and will pay extra for, you will get a single sheet of paper with requests. Near collision with a Delta Air Lines Lockheed L-1011. Moreover, I had taken the financial relocation package called for in the contract and doubled it. Over several bottles of wine, we wrote down everything that was wrong with Continental. All nine crew and 100 passengers on board were killed, as well as four people in the hotel. Flight Status. August 1981: British Airways (BA) plane taking off from New York suffered a blow-out, damaging landing gear door, engine, and fuel tank. I took them through the current situation, what we were doing to fix it, and the help we needed from them. The government definition refers to airlines with over $1 billion in annual revenues. Join more than 3 million seasoned travelers using Fly.com every month to find the best airfare deals. People were incredibly frustrated and wanted to let us know how badly they had been treated. They picture productivity plummeting, and profits along with it. [45], French authorities began a criminal investigation of Continental Airlines, whose plane dropped the debris on the runway, in March 2005,[46] and that September, Henri Perrier, the former chief engineer of the Concorde division at Arospatiale at the time of the first test flight in 1969 and the programme director in the 1980s and early 1990s, was placed under formal investigation. We also told our employees we believed in them. We got out there in the airports and on the planes. Always refer to the Continental Airlines website or hotline for the most up-to-date baggage fees. Gone are the days when Continental put the meat, potato, and vegetable in a little ceramic dish and heated it until they all tasted the same. All 45 on board died. There are no hidden fees, just the lowest fares and best value options for your trip. Little wonder it had churned through 10 presidents in as many years. For more than 20 years Fly.com has been the leader in cheap airfare and discount ticket booking. If Continental Airlines flies to your chosen destination, you'll be able to filter your results to just those operated by them. To implement the plan immediately and in its entirety, we sold it to our coworkers with energetic zeal. Heres a classic example. Filter your search by airline. No, says British Airways", "Press release, 16 January 2002 Issue of the final report into the Concorde accident on 25 July 2000", "Concorde crash remains unresolved 10 years later", "Concorde crash 'a disaster waiting to happen', "New improved Concorde cleared for take-off", Perception of Risk in the Wake of the Concorde Accident, "Final Concorde flight lands at Heathrow", Iconic Concorde Could Return for 2012 Olympics, "Judge places Continental under investigation in Concorde crash", "Continental denies responsibility for crash as Concorde trial begins", "Concorde crash manslaughter trial begins in France", "Continental Airlines faces manslaughter charges over Paris Concorde crash", "Continental responsible for Concorde crash in 2000", "Concorde crash: Continental Airlines cleared by France court", "Paris Court Finds Continental Responsible for Concorde Crash", "French Court Overturns Convictions in Concorde Crash", Families mark 10 years since Concorde crash, Un mmorial pour les victimes du crash du Concorde La zone commerciale s'agrandit Participez au concours Pep's Star La mairie propose de parler de tout Dbattez du logement avec Marie-Nolle Lienemann, "The Concorde SST Web Site: History of the aircraft that would become Air France Flight 4590", "Synth-pop trio Le Couleur explore beauty through tragedy on Concorde", "Le Couleur Explore Death Through Dance on 'Concorde' | Exclaim! One of our techniques was to find people who were in a number two position in their current job and ask them to join Continental in the number one spot. We were on our way to a third bankruptcy. Flight 46, on a flight from Midland, Texas to Kansas City, Missouri suffers vibration just after takeoff and goes into a dive; the flight crew managed to make a wheels-up landing in an open field. Even though the turnaround is over, we wont forget the lessons we learned from it. We search 500+ sites to find you the cheapest flights. In my opinion, that approach is like changing only the lead husky on a sled-dog team. Im going home to watch TV, I answered. 55 a.m. None: CO378: Larnaca (LCA) Frankfurt (FRA) 10:05 a.m. 1:15 p.m. None: CO1804: Frankfurt (FRA) Cagliari (CAG) 5:45 a.m. 7:50 a.m . By the way, sending select material to the home is one of the smartest things you can do. They were too busy trying to knock each other off. The program did decrease fuel costs, but it motivated many pilots to skimp on air-conditioning. The airline is operating the Hong Kong route since 1967, and operates in 161 destinations in 29 countries/districts . Throughout that week, Gordon and I held several dinner meetingsdubbed our Last Suppersat his house. The support you get from each employees family when they become part of the team is incredible. When in doubt, everyone knew it was advised just to let the customers fend for themselves. HBR Learnings online leadership training helps you hone your skills with courses like Crisis Management. It was the only fatal Concorde accident during its 27-year operational history. To offer you a more personalised experience, we (and the third parties we work with) collect info on how and when you use Skyscanner. But even with all these obstacles, Continental pulled out of its nosedive, just before it hit the ground, and it soared. I found this remarkable given that the flight time was only 36 minutes. Priority bags are a big hit. [41], The crash of the Air France Concorde nonetheless proved to be the beginning of the end for the type. Gordon and I werent totally convinced that Continental could be saved, even with our plan. It is the flag carrier of Republic of China with its headquarters in Dayuan Township, Taoyuan County. In our case, that meant listening to the customers in seat 9C, the business travelers who book the aisle seats near the front of the plane. This led French authorities to undertake a criminal investigation into Continental Airlines, which ended in Continental being fined 200,000 euros and ordered to pay 1 million euros to Air France. We provide accurate real time flight status like arrivals, departures as well as delay time of all Continental Airlines flights. A wheels-up landing was made in a wheat field. Brenneman and CEO Gordon Bethune produced one of the fastest and most unlikely corporate turnarounds ever. The scenes in this video are from Air Crash Investigation documentary.Music: I Am a Man Who Will Fight for Your HonorArtist: Chris ZabriskieNone Of Them Belo. Its hub airports were in Cleveland Hopkins International . They kept telling me I could be the only 33-year-old to run a $6 billion company. We rate each airline and travel agent on the service they provide, and remove those who aren't doing the right thing for our travellers. Section 1.16.7.3 "The Fuel in Tank 5" (page 118): "Taking into account these calculations, we may consider that the quantity of fuel in tank 5 was practically that which was loaded on the apron, which represents around 94% of the total volume of the tank". It may even be their most important job; Gordon and I certainly considered it our top priority. It is the flag carrier of Republic of China with its headquarters in Dayuan Township, Taoyuan County. [28][35] As the plane was about to leave the tarmac, with the aircraft rotated for takeoff at a speed of only 188 knots, 11 knots under the minimum recommended velocity. Continental was a case in point. We agreed that a healthy culture is simply a function of several factors, namely: honesty, trust, dignity, and respect. The aircraft lifted off, but the loss of thrust, high drag from the extended landing gear, and fire damage to the flight controls made it impossible to maintain control. We needed to get people to their destinations on time with their bags. Flight 426, bound for Wichita, Kansas, crashed near the departure end of runway shortly after takeoff. Accelerate your career with Harvard ManageMentor. Did you know that there are no rearview mirrors on an airplane? Without it, all your great plans to have a product you are proud of and people who like coming to work every day are meaningless. Its important to point out that we didnt just clean house on the top floor of Continental. Please select OK to allow all cookies. Continental Airlines, simply known as Continental, was a major United States airline founded in 1934 and eventually headquartered in Houston, Texas.It had ownership interests and brand partnerships with several carriers. Of the 115 people on board, 38 sustained injuries, with 2 seriously injured, including the pilot. We gave the patient little or no anesthesia, and it hurt like hell. Over a period lasting mere seconds, this seemingly. 055 to Newark. Probably none of them will knock your socks off. It was scary. We needed to create an atmosphere where people liked coming to work. All passengers and crew were safely evacuated. It was pure common sense. Nowadays, Gordon and I personally select the food we serve on our planes, and we test it ourselves every three months. Will you land short of your destination? We try to give everyone some brand quality with gourmet coffees and microbrewery beers. It came pouring out above the center seat in the last row of coachdirectly onto my head. We have a great time riding in Brinks trucks distributing profit-sharing checks every Valentines Day. We needed to stop flying 120-seat planes with only 30 passengers on them. The first step in refocusing on money in is to apologize for your bad service. After bringing Bob and Audrey Six to their Colorado ranch, the Sabreliner crew departed MTJ, for the return flight to Los Angeles (LAX). [10][11][12][13] A video of the burning plane on takeoff and the aftermath of the crash was captured by a passing driver. But funyes. Leaders must find the most leveraged plan of action, stick with it, and continually monitor the companys performance against it. After a moment of dead silence, I continued, The first step in problem solving is asking, Who has got the problem? They all go together; they reinforce one another. I have never seen the team that managed a company into a crisis get it back on track. The British Save Concorde Group, SCG, and French group Olympus 593 were attempting to get four Rolls-Royce Olympus engines at Le Bourget Air and Space Museum. I wanted to make things happen. People want to be led, not managed, in a time of crisis. Strategic clarity is particularly important when time and financial resources are limited. You cant run a company from the executive suite of an office building anyway. And they are right: saving Continental wasnt brain surgery. Continental Airlines flight 1760 was a scheduled domestic service that originated at the enormous George Bush Intercontinental Airport (IAH) in Houston, Texas. At 16:38 CEST (14:38 UTC), five minutes before the Concorde departed, Continental Airlines Flight 55, a McDonnell Douglas DC-10-30, took off from the same runway for Newark International Airport and lost a titanium alloy strip that was part of the engine cowl, identified as a wear strip about 435 millimetres (17.1 in) long, 29 to 34 millimetres . A version of this article appeared in the. For most of our employees, one incentive is profit sharing. For years, different groups of employees had been pitted against one another in the effort to drive down labor costs. Rather than to take off from the other end of the runway to take off into the wind, no change in takeoff direction occurred. When I look back now, I realize the biggest factor in our favor was momentum. Airline Founded. [3]:166[BEA 1], Air traffic controller Gilles Logelin noticed the flames before the Concorde was airborne and informed the flight crew. We could either declare bankruptcy or we could try to convince our creditors that the Go Forward Plan was going to work and then craft a very quiet restructuring. [18][19][20], All the passengers and crew, and four employees of the Hotelissimo hotel were killed in the crash. Gordon and I each took our share of the letters. Continental Airlines on Wednesday became the first U.S. commercial carrier to conduct a demonstration flight powered in part by alternative fuels, though large-scale use of such fuel is. With little time and even less money to save the airline in 1994, Continentals leaders devised the Go Forward Plan, a four-part strategy focused on the fundamentals. Maybe it was the fact that I had seen a client of mine do largely the same thing during a real estate restructuring, to great effect. The procedure for shutting down an engine is to wait until stable flight at 400 feet is achieved, and then only on the command of the captain. [38], Because it is a tailless delta-wing aircraft, Concorde could not use the normal flaps or slats to assist takeoff and landing, and required a significantly higher air and tyre speed during the takeoff roll than an average airliner. The tires then exploded and tire rubber fragments penetrated Concorde's wing fuel tanks, starting fires in engines 1 and 2, leading to the crash which killed all aboard and four people on the ground. They told the pilots that they should feel lucky that Continental finally had a senior management team that treated them with enough respect to deliver the bad newsas well as a good relocation packagein person. But Continental had been cutting costs in ways that sabotaged its product. Some of these managers had spent their careers in the airline business and some hadnt worked a day at an airline. Fare Calendars show the best prices over the next 180 days on 2000+ routes. Continental Air Lines flight 54 was a service from Los Angeles, California, to Houston, Texas. You may be wondering why Continentals cash situation came as such a surprise. Employees couldnt possibly know the entire contents of the book. Thats an exaggeration, because as Ive said, I had enormous faith in my coworkers at Continental and the powerful logic of the Go Forward Plan. It is a heavy responsibility to make decisions that affect the lives of so many coworkers. In our business, revenue comes from credit card receipts. This cooled down the airplane all right, but it also caused condensation to build up on the inside roof of the aircraft. Our balance of payments has changed by $8 million to $9 million per month. My first assignment was to help Continental lower its maintenance costs and improve its dispatch reliabilityin other words, figure out a way to fix planes that were breaking down when they needed to be flying. And for me, it was a defining moment. It was fined 200,000 ($271,628) and ordered to pay Air France 1 million. Unless we restructure our obligations, we will not be able to make payroll in mid-January. While both our hearts were beating a million times an hour, we had a remarkably calm conversation. But then the pilots walked inin full uniformwith their families. When AF4590 subsequently departed, Concorde's left main landing gear tires struck the strip of metal and were punctured. Some of the finance people had regularly been inflating our profit projections by plugging in overoptimistic revenue estimates. But honesty and the rest dont just sprout up like weeds in a cornfield, especially when there has been a long drought. One last thing before we get to the lessons. With the help of some talented financial experts, within a few weeks we had worked out a plan to restructure our debt. Continental Airlines, also known as CAL was formed in 1959 by some retired Chinese Air Force officers in Taiwan. [1] [citation needed] That higher speed increased the risk of tyre burst during takeoff. The tough partlike in most turnaroundswas getting all that done fast, right away, and all at once. Thats why when we took over, we started talking with employees at every opportunity. [3]:118[BEA 4] A 30-centimetre (12in) spacer normally keeps the left main landing gear in alignment, but it had not been replaced after recent maintenance; the BEA concluded that this did not contribute to the accident. That left Gordon nominally in charge, and he asked me to help. Its all part of knowing our flight plan and monitoring our progress every mile of the way. A fuel tank was punctured. None will knock your socks off, he acknowledges, but all are well worth considering for any company. Now, how to create a new culture is the topic of hundreds, if not thousands, of books and articles. For about five minutes, employees expressed appreciation that I had personally come to give them the news and had developed a financial package to meet their needs. Contact Details. What a ride it has been. United Airlines (UA / UAL) Subsidiaries / Group Airlines. [3]:159[28][29] Fuel transfer during taxiing left the number 5 wing tank 94 percent full. Believe it or not, at this point I still wasnt on Continentals payroll. The pilots werent bad folks; in fact, many of them are good friends of mine now. We saved Continental because we acted and we never looked back. They got us into this hole, the thinking goes, how are they going to have the sense to get us out of it? All new hires had to have three qualities. It is offensive and insulting to customers to advertise a product that they know is crummy. Fund the Future was the financial plan: we were going to gain liquidity by restructuring our balance sheet and selling off nonstrategic assets. CALite eliminated all food on its flights, and it also eliminated travel agent commissions and corporate discounts, which infuriated some very important customers. As an on-time airline, we pay out only $750,000 in reaccommodation expenses while taking in $4 million. Continental Airlines has undergone a dramatic and profitable turnaround in the past several years. I want you to listen to what he has to say, and when he tells you to do something, you assume it is coming from me, and do it.. Fly to Win was the airlines marketplace plan; Fund the Future was the financial plan; Make Reliability a Reality was the formula to improve the product; and Working Together was the blueprint for improving the companys culture. [22], Air France's Concorde operation had been a money-losing venture, and it is claimed that the aeroplane had been kept in service as a matter of national pride;[23] British Airways claimed to make a profit on its Concorde operations. We also started an aircraft appearance department to make sure our airplanes would continue to look great day after day. At takeoff, the DC-10 overran the runway at Los Angeles (LAX) when the takeoff was aborted as a result of a tire explosion; the resulting overrun resulted in a fire that engulfed the aircraft.
