At 7400 feet there was an uncontained engine explosion. Everyone heard two big 'bangs'. Shrapnel hit the left wing, the fuselage, the underbelly, and 2 fuel tanks. Of the 22 systems on the plane, 21 were compromised! The flight deck crew was Captain Richard de Crespigny, First Officer Co-Pilot Matt Hicks, and Second Officer Mark Johnson. In the passenger sections, Customer Service Manager Michael von Reth, was in control. All of the above men performed with exceptional professionalism, courage, and intelligence, on that day. I won't go into details about their crisis, that's what the book is for! ... lol
I will give you an example of what an outstanding Captain does. Despite having just spent over 4 hours in a total crisis situation, when the crew, and passengers, finally exited the plane, he spent the next two hours talking to the passengers. He answered a multitude of questions, in several passenger lounges, and stayed there until there were no more questions! He explained what had happened and why it happened, what would be happening next, and disclosed everything he knew. "When you fly Qantas you’re flying with a premium airline, and you have every right to expect more. An army of Qantas staff are right now finding you hotel rooms, and working out how to get you to Sydney as soon as possible. But right now I want you to write down this number – it’s my personal mobile phone and I want you to call me if you think Qantas is not looking after you, or if you think that Qantas does not care." Now, that's what I call customer service!
Another tidbit about this amazing man, on long haul flights he walks the cabin, and talks with passengers. He believes a good leader has to be seen, and nothing typifies 'friendly service' more than exposing himself to the customers. When was the last time you saw a Captain strolling the aisles of your plane? On my flights ... never.
The only downside about the book (to some folks) is the fact that he doesn't get to the engine explosion until Chapter 14 on page 155. The preceding chapters are about his life leading up to that moment.
As a side note, the Qantas A380, Nancy-Bird Walton, is back in the air after what was reportedly the longest and most expensive aircraft repair in aviation history.
4 Stars = It gave me much food for thought.