FT: For me, saying ”I’m sorry” became second nature. It’s been a way of life.

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FT: You have to know your audience. You know, there are white-knuckled travelers out there and so they get upset pretty quick. If an engine shuts down because parts of the fan blade come apart and you can see plumes of fire, it’s an emotional event. My job was to offer them assurance, ”Hey this wasn’t as big of a deal as what it may have seemed like.”

[Reading letter] And I know that no matter what I say in hindsight cannot make up for the poor service you were given that exhausting day…

I remember an unruly passenger. She was a nervous flier who tried to self-medicate. And alcohol and prescription medication, the change in cabin pressure don’t mix. And so, this lady she starts taking her clothes off and started chewing on the seat bottom cushion. And then I have to turn around and apologize to 137 people…

[Reading letter] Of course, measuring the total amount of each person’s inconvenience is difficult to do, but I ask you to accept this gesture in order to give us another chance…

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FT: How am I at apologizing at home?

JT: Our daughter, Olivia, has been telling her friends that her dad is ”The Sorry Man.”

But one thing I think that’s pretty incredible—when you were in college you were in a remedial English class. And then you were able to make a career where you were writing for a living.

Even when my dad died and you wrote a eulogy, I can remember hearing the people behind me crying. And then you started with the funny stories and I could hear the people behind me laughing. It was just perfect.  You put people at ease. So, you’re more than just ”The Sorry Man.” [laughs]

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