EP1119459A1 - Dossiers d'assistance aux passagers de lignes aeriennes - Google Patents

Dossiers d'assistance aux passagers de lignes aeriennes

Info

Publication number
EP1119459A1
EP1119459A1 EP00926415A EP00926415A EP1119459A1 EP 1119459 A1 EP1119459 A1 EP 1119459A1 EP 00926415 A EP00926415 A EP 00926415A EP 00926415 A EP00926415 A EP 00926415A EP 1119459 A1 EP1119459 A1 EP 1119459A1
Authority
EP
European Patent Office
Prior art keywords
sheet
kit
bottom edges
waste strip
sheets
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Withdrawn
Application number
EP00926415A
Other languages
German (de)
English (en)
Inventor
James L. Olson
Rodney J. Steward
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Moore North America Inc
Original Assignee
Moore North America Inc
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Moore North America Inc filed Critical Moore North America Inc
Publication of EP1119459A1 publication Critical patent/EP1119459A1/fr
Withdrawn legal-status Critical Current

Links

Classifications

    • G—PHYSICS
    • G09—EDUCATION; CRYPTOGRAPHY; DISPLAY; ADVERTISING; SEALS
    • G09F—DISPLAYING; ADVERTISING; SIGNS; LABELS OR NAME-PLATES; SEALS
    • G09F3/00—Labels, tag tickets, or similar identification or indication means; Seals; Postage or like stamps
    • G09F3/08—Fastening or securing by means not forming part of the material of the label itself
    • G09F3/18—Casings, frames or enclosures for labels
    • G09F3/20—Casings, frames or enclosures for labels for adjustable, removable, or interchangeable labels

Definitions

  • the present invention generally relates to a kit of printed materials given to an airline passenger. More particularly, the present invention relates to a kit or packet of documents handed to an airline passenger who has experienced a flight delay or some other type of inconvenience.
  • the kit is intended to ameliorate the inconvenience to retain the passenger as a faithful customer.
  • the present invention relates to a kit of printed materials which is handed to an airline passenger who has been inconvenienced in some noteworthy manner.
  • the passenger care kit comes in three forms, one designated a "Standard Kit” and intended for use with domestic travelers who have experienced a minor occurrence, a second designated a "Special Kit” for use with passengers who have experienced a major occurrence and a third designated an "International Kit” for use with all international travelers.
  • the passenger care kits include an instruction sheet for use by an airline customer service agent and a separate letter sheet from an executive of the airline apologizing for the inconvenience and thanking the passenger for their continued business.
  • the kits further include a pre-paid phone card sheet for the passenger to call friends, associates and family members to notify them of their delay.
  • the passenger is also given an amenity coupon sheet that can be converted into the cash value of a meal or beverage and the like during a flight or on the airport premises.
  • the Special Kit and the International Kit is used and they include a travel discount certificate sheet that is redeemable as a discount toward f ture fare purchases .
  • the kits all have a comment card sheet which the customer is encouraged to fill out and mail to the airline.
  • Figs. 1A and IB are schematics of two versions of an instruction sheet of the passenger care kits of the present invention for use by a customer service agent, depending on whether the customer is a domestic traveler or an international traveler.
  • Figs. 2A and 2B are schematics of the face and back pages of a letter of apology from an executive of the airline.
  • Figs. 3A and 3B are schematics of the face and back pages of a pre-paid telephone calling card sheet which is handed to domestic travelers.
  • Figs. 3C and 3D are schematics of the face and back pages of a pre-paid telephone calling card sheet which is handed to international travelers.
  • Figs. 4A and 4B are schematics of the face and back pages of an amenity coupon sheet handed to both domestic and international travelers.
  • Figs. 5A and 5B are schematics of the face and back pages of a travel discount certificate sheet.
  • Figs. 6A and 6B are schematics of the face and back pages of a comment card sheet .
  • Figs. 1A, IB, 2A, 2B, 3A to 3D, 4A, 4B, 5A, 5B, 6A and 6B show the layout, text and graphics for the face and back pages of the various document sheets which comprise the three passenger care kits according to the present invention, two for domestic travelers, the other for international travelers.
  • Figs. 1A, 3A and 3B show pages specifically for use with domestic passengers while Figs. IB, 3C, 3D and 6A show pages specifically designed for use with international passengers. This distinction will be described in greater detail hereinafter.
  • the remaining pages are common to both the domestic passenger care kits and tiie international passenger care kit.
  • Fig. 1A shows the face page 10 of an instruction sheet for use in the domestic care kits
  • Fig. IB shows the face page 12 of an instruction sheet for use with the international care kit
  • Figs. 2A and 2B show the face and back pages 14 and 16 of an apology letter sheet
  • Figs. 3A and 3B show the face and back pages 18 and 20 of a complementary phone card sheet for domestic travelers
  • Figs. 3C and 3D show the face and back pages 22 and 24 of a complementary phone card sheet for international travelers
  • Figs. 4A and 4B show the face and back pages 26 and 28 of an amenity coupon sheet
  • Figs. 5A and 5B show the face and back pages 30 and 32 of a travel discount certificate sheet
  • Figs. 6A and 6B show the face and back pages 34 and 36 of a comment card sheet.
  • the various sheets of the passenger care kits are of a similar width, but not necessarily of the same height.
  • the pages 10 and 12 for the respective instruction sheets (Figs. 1A and IB), the pages 14 and 16 for the apology letter sheet (Figs. 2A and 2B) and the pages 34 and 36 for the comment card sheet (Figs. 6A and 6B) are of a similar size and each has spaced apart top and bottom edges 38 and 40 extending to and meeting with left and right edges 42 and 44. Spaced inwardly from the left edge 42 of these pages is a first or left perforation line 46 and spaced inwardly from the right edge 44 is a second or right perforation line 48.
  • the left and right perforation lines 46 and 48 extend to the top and bottom edges 38 and 40 of the respective pages and form respective left and right waste strips 50 and 52 defined by the proximate left and right edges 42 and 44. Spaced inwardly from the top edge 38 is a third or top perforation line 54 and spaced inwardly from the bottom edge 40 is a bottom or fourth perforation line 56.
  • the top and bottom perforation lines 54 and 56 extend to the left and right edges 42 and 44 and form respective top and bottom waste strips 58 and 60.
  • the face and back pages 18 and 20 of the domestic complementary phone card sheet (Figs. 3A and 3B) and the "face and back pages 22 and 24 of the international complementary phone card sheet (Figs. 3C and 3D) have spaced apart top and bottom edges 62 and 64 extending to and meeting with left and right edges 42 and 44. Spaced inwardly from the left edge 42 is the left perforation line 46 and spaced inwardly from the right edge 44 is the right perforation line 48 forming the respective left and right waste strips 50 and 52.
  • the face and back pages 18, 20 and 22, 24 of the respective phone card sheets have a fifth or top perforation line 66 extending to - 5 - the left and right edges 42 and 44.
  • the top perforation line 66 forms a top waste strip 68 with the top edge 62.
  • the bottom edge 64 of the domestic and international phone card sheets is not provided with a waste strip, but is unconnected between the left and right waste strips 50 and 52.
  • the face and back pages 26 and 28 of the amenity coupon sheet (Figs. 4A and 4B) have spaced apart top and bottom edges 70 and 72 extending to and meeting with left and right edges 42 and 42. Spaced inwardly from the left edge 42 is the left perforation line 46 and spaced inwardly from the right edge 44 is the right perforation line 48 forming the respective left and right waste strips 50 and 52.
  • the face and back pages 26 and 28 of the amenity coupon sheet have a sixth or top perforation line 74 extending to the left and right edges 42 and 44.
  • the top perforation line 74 forms a top waste strip 76 with the top edge 70.
  • the bottom edge 72 of the amenity coupon sheet is not provided with a waste strip, but is unconnected between the left and right strips 50 and 52.
  • the face and back pages 30 and 32 of the travel discount certificate sheet have spaced apart top and bottom edges 78 and 80 extending to and meeting with left and right edges 42 and 42. Spaced inwardly from the left edge 42 is the left perforation line 46 and spaced inwardly from the right edge 44 is the right perforation line 48 forming the respective left and right waste strips 50 and 52.
  • the face and back pages 30 and 32 of the travel discount certificate sheet have a seventh or top perforation line 82 extending to the left and right edges 42 and 44.
  • the top perforation line 82 forms a top " waste strip 84 with the top edge 78.
  • the bottom edge 80 of the travel discount certificate sheet is not provided with a waste strip, but is unconnected between the left and right strips 50 and 52.
  • the height from the top edge 62 to the bottom edge 64 of the complimentary phone card sheets is less than the height from the top edge 70 to the bottom edge 72 of the amenity coupon sheet which is less than the height of the travel discount certificate sheet from the top edge 78 to the bottom edge 80 which is less than the height of the comment card sheet from the top edge 38 to the bottom edge 40. That way, when the respective top waste strips 68, 76 and 84 are aligned one above the other, the respective bottom edges 64, 72, 80 and 40 are in a shingled format.
  • the face page 18 for the apology letter sheet and the face pages 18 and 22 of the pre-paid telephone calling card sheets contain a column of squares 86 extending along the left waste strip 26 generally from the top edge 14 to the bottom edge 16.
  • the squares 86 designate where an adhesive such as glue (not shown) is placed to secure the left waste strip 26 of the face of one of the sheets to the left waste strip of the back of a preceding sheet in the kit.
  • An adhesive material is also provided on the right waste strip 28 of each sheet to secure the back of one sheet to the face of the next sheet.
  • an adhesive material is provided along the top waste strips 58, face and back, for the apology letter sheet (Figs. 2A and 2B) and the comment card sheet (Figs.
  • Both instruction sheets 10 and 12 include a banner field 88 which lists the airline's name and contain other identifying text stating "Please Accept Our Apologies".
  • the instruction sheets 10 and 12 also include a field of printed text 90 containing instructions to the customer service agent and a listing 92 of the contents of the customer care kit.
  • the instruction sheets 10 and 12 each contain a box 94 centered and proximate the bottom edge 40 that is used to designate the coupon number.
  • a revision line 96 is located left of the coupon box 94.
  • banner field 88 is a designation banner.
  • this banner 98A contains the words "Standard" or "Special" (Fig. 1A) while the banner 98B in the international instruction sheet 12 contains the word "International”.
  • the banner 98A contains the words "Standard" or "Special" (Fig. 1A) while the banner 98B in the international instruction sheet 12 contains the word "International”.
  • the banner 98A contains the words "Standard" or "Speci
  • the customer service agent slips her finger under the middle of the instruction sheet 10 or 12 (Figs. 1A and IB) to partially separate it from the rest of the passenger care kit .
  • the customer service agent then pulls on the middle portion of the instruction sheet while holding the kit firmly from the left waste strip 50 and then the right waste strip 52. This causes the instruction sheet to separate from the rest of the passenger care kit at the right and left perforation lines 46 and 48.
  • the customer service agent then retains the instruction sheet for the airline ' s records and hands the remaining contents of the kit to the passenger. After the service agent instruction page 10 or 12 is removed from the kit, the remaining pages in the customer care kit are dictated by the type of kit.
  • a "Standard Kit” is" used with domestic travelers for minor occurrences and includes the face and back pages 14 and 16 for the apology letter sheet (Figs. 2A and 2B) , the face and back pages 18 and 20 for the complimentary phone card sheet for the domestic travelers (Figs. 3A and 3B) , the face and back pages 26 and 28 for the amenity coupon sheet (Figs. 4A and 4B) , and the face and back pages 34 and 36 for the comment card sheet (Figs. 6A and 6B) .
  • a "Special Kit” is used with domestic travelers for major occurrences and includes everything contained in the Standard Kit with the addition of the face and back pages 30 and 32 of the travel discount certificate sheet (Figs. 5A and 5B) .
  • the "International Kit” is used with all international travelers and it contains everything that the Special Kit does except it has the face and back pages for the international complimentary phone card sheet (Figs. 3C and 3D) instead of the domestic phone card sheet .
  • the difference between the Standard Kit and the others is that it does not contain the travel discount certificate sheet, and the Special and International Kits do.
  • the phone card sheet is specific for domestic or international travelers. Accordingly, after the instruction sheet is removed from the kit, the traveler accesses the remaining sheets in the passenger care kit by folding all of the sheets along the left and right perforations 46 and 48 and removing the respective left and right waste strips 50 and 52 and by folding the sheets along the bottom perforation 56 and removing the bottom waste strip 60. This leaves the remaining sheets secured to each other at the top waste strips 58, 68, 76 and 84.
  • the complimentary phone card sheet, the amenity coupon sheet and the travel discount certificate sheet are shingled with respect to each other under the apology letter sheet and over the comment card sheet . These sheets are then completely separated from each other by holding the top waste strip and pulling on them to tear along their respective top perforation lines 54, 66, 74 and 82. The layout, graphics and text of the remaining sheets will now be described.
  • the face sheet 14 for the apology letter sheet includes a top banner field 102 similar to the banner field 88 of the instruction sheets 10 and 12.
  • a text field 104 located between the bottom perforation line 56 and the bottom edge 40 adjacent to the left perforation line 46 provides instructions for opening the passenger care kit.
  • a picture (not shown) indentifying the airline such as a picture of one of their planes, is shown in the field bordered by banner 102 and perforation lines 46, 48 and 56.
  • text 106 designating the page as "face sht 2."
  • the apology letter sheet 16 includes a top banner field 108 listing the airline's name and a text field 110 containing a letter of apology from an executive representative of the airline. At the upper right hand corner is text 112 designating the page as "back sht 2.”
  • the face page 18 of the complimentary phone card sheet includes a text field 114 thanking the passenger for their loyalty and asking them to use the associated phone card 116 to contact a friend, associate or family member to notify them of the flight delay.
  • a text field 114 thanking the passenger for their loyalty and asking them to use the associated phone card 116 to contact a friend, associate or family member to notify them of the flight delay.
  • a second text field 118 identifying the sheet as containing a complimentary phone card.
  • the complimentary phone card is intended for domestic phone calls and has a value worth six minutes of free phone calling time.
  • the complimentary phone card 116A is surrounded by a generally rectangular perforation pattern 120A that enables the card 116 to be punched or otherwise removed from the sheet.
  • text 122 designating the page as "face sht 3.”
  • Fig. 3B shows the back page 20 of the complimentary phone card sheet containing the back 124A of the phone card with calling instructions and text 126 in lower left hand corner designating the page as "back sht 3."
  • the phone card sheet is provided with a Mylar coating on its face and back pages to increase durability. In that case, the Mylar coating does not extend to the waste strips intended to be secured to adjacent sheets as adhesives do not readily adhere to Mylar.
  • Fig. 3C shows the face page 22 of the complimentary phone card sheet for international travel.
  • This face page 22 is identical to the face page 18 shown in Fig. 3A having the text fields 114 and 118 and the calling card 116B bordered by perforations 120B and the page designation text 122 except the calling card is for international calls and has a value worth twenty-one minutes of calling time.
  • Fig. 3D shows the back page 24 of the international complimentary calling card sheet with calling instructions 124B in various foreign languages and the page designation text 126.
  • Fig. 4A shows the face page 26 of the amenity coupon sheet having a banner field 128 listing the airline's name and various text fields for the customer's name 130, instructions 132, cash value and expiration date 134, bonus miles number 136 and meal or beverage coupon (airport only) 138 or inflight beverage/headset coupon 140.
  • the amenity coupon sheet further includes a text field 142 identifying the sheet as an amenity coupon and a box 144 used to designate the coupon number.
  • a text field 146 designates the page as "face sht 4.”
  • the back page 28 of the complimentary coupon sheet has two fields of text 148 and 150.
  • the left field 148 instructs passenger how to properly fill out the bonus miles field on the face page 26 of the sheet and how to deliver the form to the airline.
  • the right field 150 instructs the passenger regarding the beverage/headset coupon 138 and the meal or beverage coupon 140.
  • a text field 152 is located in the upper right hand corner designating the page as "back sht 4. "
  • the face page 30 of the travel discount certificate includes a banner field 154 identifying the airline ' s name and the sheet as a Travel Discount Certificate, and a text field 156 directed to the value of the certificate and travel instructions and restrictions.
  • a text field 158 at the lower left corner identifies the sheet as a travel discount certificate.
  • a box 160 centered and proximate the bottom edge 80 is used to designate the coupon number.
  • a field of text 162 is located at the lower right hand corner designating the page as "face sht 5.”
  • Fig. 5B shows the back page 32 of the travel certificate coupon and includes text fields for redemption 164, terms and conditions 166, reservations 168, ticketing 170, travel agent instructions 172 and record locator 174.
  • a text field 176 at -lithe upper right hand corner designates the page as "back sht 5.
  • Fig. 6A shows the face page 34 of the comment card for the international passenger care kit.
  • the face page 34 of the comment card includes text fields for writing in data regarding the passenger's personal information 178, flight information 180 and suggestions 182.
  • the lower left hand corner has a text field 184 designating the sheet as a comment card and the lower right hand corner has a text field 186 designating the comment card as belonging to the international passenger care kit.
  • the domestic passenger care kits whether they are designated a "Standard Kit” or a "Special Kit", are identical except they have the word "domestic" in place of "international.”
  • a text field 188 in the lower left hand corner outside the perforations 48 and 56 designates the page as "face sht 6.”
  • Fig. 6B shows the back page 36 of the comment card containing several text fields directed to postage 190, mailing address 192 and return address 194. Two bar code fields 196 and 198 are also present.
  • An important aspect of the present invention is that once the instruction pages 10 and 12 have been removed by the customer service agent and the left, right and bottom waste strips have been removed by the passenger, the shingled relationship of the complementary phone card sheet, the amenity coupon sheet, the travel discount certificate sheet and the comment card sheet allow for their ready access .
  • the passenger lifts the apology letter sheet to view the apology letter and simultaneously view the . designating text field 118 of the complementary phone card sheet 18 or 22, the text field 142 of the amenity coupon sheet 26, the text field 158 of the travel discount certificate sheet 30 and the text field 184 of the comment card sheet 34.
  • the shingled relationship of the sheets enables the passenger to readily access the various documents of the passenger care kit, as desired, without having to remove the other documents from the kit until they are needed.
  • This is - 12 - made possible by grasping the top waste strip and pulling the various sheets from the kit by tearing along the top perforation lines.
  • the customer care kit is formatted so that the passenger holds the kit along the left waste strip and removes the various sheets from the kit by tearing along the left perforation lines. In that case, the top waste strip is removed along with the right and bottom waste strips instead of the left waste strip.

Landscapes

  • Physics & Mathematics (AREA)
  • General Physics & Mathematics (AREA)
  • Engineering & Computer Science (AREA)
  • Theoretical Computer Science (AREA)
  • Credit Cards Or The Like (AREA)
  • Toilet Supplies (AREA)
  • Adhesive Tape Dispensing Devices (AREA)

Abstract

L'invention concerne un dossier (10) ou une pochette de documents remis à un passager d'un vol ayant subi un retard ou un autre type de préjudice. Le dossier comprend une fiche d'instructions (10) destinée à un agent du service à la clientèle. Cette fiche est retirée et gardée dans les archives de la compagnie et le reste du dossier est remis au passager. Le passager reçoit une carte téléphonique gratuite, un bon d'échange et une fiche de réclamation (34), les documents étant superposés pour permettre un accès rapide. Si nécessaire, le dossier contient également un bon (156) de réduction sur des voyages.
EP00926415A 1999-05-13 2000-04-27 Dossiers d'assistance aux passagers de lignes aeriennes Withdrawn EP1119459A1 (fr)

Applications Claiming Priority (3)

Application Number Priority Date Filing Date Title
US311224 1994-09-23
US31122499A 1999-05-13 1999-05-13
PCT/US2000/011307 WO2000069652A1 (fr) 1999-05-13 2000-04-27 Dossiers d'assistance aux passagers de lignes aeriennes

Publications (1)

Publication Number Publication Date
EP1119459A1 true EP1119459A1 (fr) 2001-08-01

Family

ID=23205965

Family Applications (1)

Application Number Title Priority Date Filing Date
EP00926415A Withdrawn EP1119459A1 (fr) 1999-05-13 2000-04-27 Dossiers d'assistance aux passagers de lignes aeriennes

Country Status (8)

Country Link
EP (1) EP1119459A1 (fr)
JP (1) JP2002544024A (fr)
CN (1) CN1310670A (fr)
AR (1) AR023984A1 (fr)
AU (1) AU4494600A (fr)
BR (1) BR0006127A (fr)
CA (1) CA2336980A1 (fr)
WO (1) WO2000069652A1 (fr)

Family Cites Families (11)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US4157842A (en) * 1977-08-29 1979-06-12 Silver Arthur W Method of making a photograph album
US4869530A (en) * 1988-07-07 1989-09-26 Walter Minor Combination transaction record and tear-off form and method of manufacture thereof
US4880255A (en) * 1988-12-27 1989-11-14 Uarco Incorporated Multiple ply business form
CA1336443C (fr) * 1989-09-29 1995-07-25 Gerald A. Brunjes Lettre de transport
US5018766A (en) * 1990-01-16 1991-05-28 Wallace Computer Services, Inc. Method of implementing travel planning and product therefor
US5088961A (en) * 1990-10-31 1992-02-18 Uarco Incorporated Pattern pressure-sensitive business form construction
US5466013A (en) * 1993-11-30 1995-11-14 Wallace Computer Services, Inc. Card intermediate and method
CA2122680C (fr) * 1994-05-02 1996-06-25 Francois Lambert Bordereaux d'expedition de courrier
US5782691A (en) * 1994-05-20 1998-07-21 Stewart; Gary E. Mailable multi-sheet business form for prevention of tenting during printing
US5948040A (en) * 1994-06-24 1999-09-07 Delorme Publishing Co. Travel reservation information and planning system
US5667247A (en) * 1995-06-06 1997-09-16 Moore Business Formsk Inc. Telephone debit card production

Non-Patent Citations (1)

* Cited by examiner, † Cited by third party
Title
See references of WO0069652A1 *

Also Published As

Publication number Publication date
AU4494600A (en) 2000-12-05
BR0006127A (pt) 2001-03-27
JP2002544024A (ja) 2002-12-24
CN1310670A (zh) 2001-08-29
WO2000069652A1 (fr) 2000-11-23
AR023984A1 (es) 2002-09-04
CA2336980A1 (fr) 2000-11-23

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