Robert A. Milton managed Air Canada during the most tempestuous period of the history of air transport.
I translated the quotes from the French version of the book.
“It is all right to say to a Crown corporation to operate, starting tomorrow, like a private enterprise, but it’s like saying to a dog to walk on its hind legs from now on. The dog can succeed, but it will need time to adjust to this new idea”.
“Rod Eddington, the British Airways CEO, made everybody laugh when talking about the resistance to change of middle managers. He said: “As it is said for staff reductions, turkeys have never voted in favor of Christmas”.
“The most efficient system in the world can only work properly if the people who apply it want it to work”.
“No air transport society has ever succeeded in reducing its activities, except in the context of a restructuration under judiciary supervision”.
“One day, as I was walking through the department of technical operations, I looked around and noticed that some people were working in a cubicle fitted out along an outside wall. There were many windows in the wall, but they were all covered with brown paper. I was curious to know why. Was the outside view so terrible that nobody wanted to look through the windows? Or was it so beautiful that it could distract the employees? I checked and the view had nothing really special. It was not more beautiful nor uglier than the other views from the building.
When I asked for explanations, I was told that the employees working along that wall belonged to a group where the salary level did not allow access to a window. But, for different reasons, it had been necessary to position them near a wall with windows. A bureaucrat of the organization had been afraid, I suppose, that making an exception to the rule would lead to anarchy, and he ordered that the windows be covered to correct this unacceptable situation. Useless to say that the brown paper disappeared a few minutes after I received the explanation”.
“Quite often, people who progress slowly in their career without having to take decisions inevitably end up by having to take one. At that moment, they freeze like a deer being blinded by a car headlights, and they get knocked out”.
“If someone puts one finger in my eye, I react by putting two fingers in both of his eyes”
“The VISA Aerogold card is nothing else than a money making machine for the CIBC. It represents 20 to 25 % of the market capitalization of the bank”.
“It is necessary to respect the rules of the game, but to play in all seriousness by using all the tools that are available to you”
Here, Robert Milton quotes a former Minister of Transport of Canada: “He raised the governance problems and the airports inability to control costs, to show interest in customers and to build only the needed infrastructure, instead of the luxurious installations that are now appearing all across the country”.
“In the future, I see Air Canada recognized as one of the six best airline companies of the world, with connections in all regions of the globe and with an interior service representing a smaller, but all the same important part of its total income”.
Title: Du haut des airs: la vérité sur Air Canada
Authors: Robert A. Milton and John Lawrence Reynolds
Édition: Libre Expression
©2005
ISBN: 2-7648-0128-9
For other quotes from airline managers, click here: Quotes from airline managers