=20 ---------------------------------------------------------------------- This article was sent to you by someone who found it on SF Gate. The original article can be found on SFGate.com here: http://www.sfgate.com/cgi-bin/article.cgi?file=3D/news/archive/2002/03/11/f= inancial1933EST0358.DTL ---------------------------------------------------------------------- Monday, March 11, 2002 (AP) Northwest CEO says airlines must focus on bringing back consumers BREE FOWLER, Associated Press Writer (03-11) 16:33 PST DETROIT (AP) -- Airlines must emphasize the importance of customer service and learn to streamline security procedures in order to be successful in a post Sept. 11 world, Northwest Airlines chief executive Richard H. Anderson said Monday. The terrorist attacks have resulted in increased anxiety about traveling -- while before the attacks, the worst problem most of the traveling public ever faced was losing their luggage, Anderson said at an Economic Club of Detroit luncheon. "There is one value you never compromise in the airline industry, and that's safety and security," said Anderson, who added that he too has been asked to remove his shoes and belt at security check points. Anderson's speech came on the six-month anniversary of the attacks, in which hijacked planes crashed into the World Trade Center in New York and the Pentagon. A fourth plane crashed in a field in Pennsylvania. Anderson said he and other Northwest officials are working with the federal government to create a "Trusted Traveler Program." As part of the program, the government would issue cards to frequent travelers that are tied to some kind of biometric technology such as a retinal scan. Travelers would insert their cards into a machine, which would let them pass through security faster. "It would allow us to focus on potential threats, rather than those shoes you are wearing," he said. Eagan, Minn.-based Northwest cut 20 percent of its flights after the attacks. However, the airline is seeing passenger numbers rebound somewhat. Last week, officials announced they would restore dozens of evening flights to and from it Memphis International Airport hub in response to customer demand. Northwest's business has come back about 7 percent since then, Anderson said, and market forces will dictate when the company will get back to its pre-Sept. 11 levels. Northwest serves some 750 cities in nearly 120 countries, with other hubs in Minneapolis/St. Paul, Tokyo and Amsterdam. On the Net: Northwest Airlines: www.nwa.com =20 ---------------------------------------------------------------------- Copyright 2002 AP