Qantas manager finds China agrees with him
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Australian Andrew Hogg, the airway’s general manager in China, says he always has been a people person. He appreciates the helpfulness of those he has met in his new job and the chance to show off Australia’s charms and improvements in his company’s services.
Andrew Hogg, general manager of Qantas Airways in China, has been working in the aviation industry for 24 years. But the 42-year-old Australian is still devoted and passionate, because in his eyes, the industry is always fresh and changing.
He came to China in 2011, after spending a few years in Brisbane, looking after the business of the company in the State of Queensland. Hogg embraced the strange and new environment, and found life and work becoming increasingly fun and easy in his new home.
“It’s enormously exciting to come to a country that is growing, changing, moving forward and getting things done. And you can see the great optimism of the people in China,” he said.
Just like Hogg, Qantas also is finding opportunity in the country. Having been in the Chinese market for nearly 10 years, the company, which has been around for 94 years and is one of the oldest aviation companies in the world, always tries to win over Chinese customers by providing better service.
Now the company has daily non-stop flights from Shanghai to Sydney, and the company’s network covers all of Australia and beyond. The improvement, however, is also in non-stop flights.
In September, the company released the “Select on Q-Eat” service on flights between Shanghai and Sydney. Business cabin passengers can order their meals online before getting on board. The meals include exclusive online options. They are designed by well-known Australian chef Neil Perry, who is skilled in both traditional Australian cuisine and Asian cuisine.
“Chinese customers always favor premium food and wine, and that’s what we can offer them,” said Hogg.
Starting this week, flights between Hong Kong and Sydney will upgrade planes from the Boeing 747 to the Airbus 380. Thus Airbus 380 is now serving five flights from Hong Kong to Sydney every week between the two cities.
“We also have cabin crew members speaking Chinese, and Chinese customers can choose entertainment in Mandarin on board, which they enjoy a lot,” said Hogg.
The company also has worked with regional governments in Australia, such as in Victoria and Queensland, to promote the regions to Chinese costumers, and the results are satisfying, he said.
“I think the biggest achievement of Qantas in China for the past nine years has been that it has made people in the country aware that Australia is a good business and holiday destination,” Hogg said. “It actually makes my job easier.”
He said as a young boy, he didn’t have many opportunities to take flights. He, however, was able to fly once or twice and he was very excited by the experience. That’s part of the reason he chose aviation as his career, he said.
Hogg still remembers his first day with Qantas. He started at a ticket counter in Canberra, where he sold tickets to domestic travelers, after he graduated from college, where he majored in hospitality.
“I remember my first day very clearly. I had my uniform for work and I was really proud of it,” he said. “And that was the start of my career and from there it took me to many destinations to meet people from different cultures.”
Working in Shanghai is Hogg’s first working experience abroad. He finds the city both challenging and rewarding. “When I first came here, the language was kind of a barrier for me,” he said. “Fortunately, most Chinese people are very forgiving and they try to help you along the way. After living here for two years, it’s so much easier now.”
Now he speaks a little Mandarin, but he said he doesn’t speak as well as his four-year-old son.
“He is now in kindergarten, and he is studying Mandarin in and after school everyday,” he said. “Once we went to a restaurant, and a waiter said something that I didn’t understand. And my son said ‘Dad, she told us to wait for a second.’ He’s better than me.”
Hogg said the working environment in China is very efficient and fast-moving, which makes him feel rather at home here.
“The pace of working in China is a lot quicker than in Australia. People always have work done so fast,” he said.
Hogg said for the future, his biggest wish is to keep traveling, because travel is always a way to learn a lot and see a lot, and meet a lot of people.
“I always liked people very much, and I always make sure that I meet as many people as possible in the places I visit. Through people, I can learn about the places’ culture and history,” said Hogg. “So that’s basically what I want to keep doing.”
Q: What is your favorite holiday destination?
It has to be Australia. There are so many things to do there, from diving to visiting cities and towns. Australia is a large and diverse country and it has something to offer everybody.
Q: What is your favorite holiday destination in China?
Again, just like Australia, China is a country that has a lot to offer. I have traveled a lot in the country, to around 10 cities. If you want good beaches, you can go to Sanya; and if you want to see the history and culture, you can go to XiÕan; and you can do a hutong tour in Beijing to see how life there is. Personally, I love XiÕan best, for the historical perspective. Visiting the Terracotta Warriors for the first time was very impressive.
Q: What is your favorite way of travel?
IÕd say flying, because to me flying is the most efficient way of traveling with many options. And flying Qantas, of course, is my favorite.
Q: What is your standard of ideal service in the aviation and accommodation industries?
I think the standard of good service is to anticipate the customersÕ needs and respond to them.
Q: What is your motto for life?
ItÕs simple: to travel as much as possible, to get to know the people and culture around the world.
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