About the following: “In all these years there has been a positive evolution but still general manners, friendlyness and openess could and should be improved.”

Actually, manners were better in the Soviet times. Lack of manners should be considered normal Western decadence… We’re becoming the second Finns.

I will be back in five hours and hope to find Your system working or a new realistic date of functioning. May I suggest 07.05 or even 12.05 and if You manage earlier every customer, operator and company member will be extremely pleased.

In the meanwhile start working on a phone and fax fall back back up service in which You cross out every seat paid for. Back to basics on paper, like flying on one engine, or even without, the hard core procedure when all systems fail.

Good luck. All good things are three (Bremer Recht – Vana Hansa).

Yours sincerely,

Patrick Verleden, Brussels

Let me even add one other constructive remark.

Estonia very often thinks of itself as the best pupil of the former Sovjet class.
Stop thinking this and let other people say this about You if it is so. Never become selfsatisfied. You have always something to improve. We all have.

In 18 years of travelling through Your marvellous country I found people in general not open or friendly, not polite, even unpolite and your cooking is feeding, ratrely cuisine. Where is the research and refinement ?
I had also positive experiences, but they were exceptions.
Estonians do not greet, do not thank, do not answer. Communication is lousy.

In all these years there has been a positive evolution but still general manners, friendlyness and openess could and should be improved.
An ice cube in a whiskey or cocktail only makes sense if it melts and adds that little subtle touch which makes the difference and enhances general taste.

E-stonia could also mean Extrovert non Stonia (kivi). This also applies to staff of Estonian Air. Try harder, be gentler, do better: the others first. Welcome to Europe.

I continue to belief that You will achieve this before 2011 when You will have Tallinn as a cultural capital of Europe.
We, other Europeans, are going to visit and appreciate and judge You.
It is an unique chance and opportunity for every company, for every Estonian.

A crew composed of only men makes no sense if they are not gentlemen.
If possible, the presence of a friendly hostess could solve the problem and respect nature: look who are Your passengers.

If Your planes are late, You should not only apologize but also offer a drink.
The right attitude is not “Je m’excuse” – I do apologize myself- but “Excusez-moi” – Please, do accept my apologies and pardon me. If You have more than one hour delay You provide everybody with a meal. I remember a full refund by Austrian.

If I would not think positively of Your country and company, I would not even take the time to write You. There is a job to do: transformation. I wish You all the best.

Eestimaa, Isamaa, Marjamaa,
Yours sincerely,

Patrick Verleden – Jääkaru