Airline exec: It’s all about service, service, service
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Q: What do you value most when choosing an airline?
A: The ideal airline provides comfort and convenience that allows the traveler to relax and enjoy their holiday to the maximum. It starts from the moment a customer makes contact with an airline.
Q: What do you do on a flight?
A: Enjoy food and wine from different regions. For example, Air New Zealand offers customers a taste of New Zealand with our gourmet food and wines onboard. Some of the country’s best known lamb and beef dishes are available. Our Business Class menus are designed by well-known chefs. I also like to watch the latest movies or read books and news on my iPad and catch up on my sleep.
Q: What matters most in an airline?
A: Service. In-flight products are extremely important to customers flying both long haul and short haul. The great service doesn’t stop once the booking has been made. An efficient and friendly check in either using the Internet or physically at the counter, a smooth boarding and cabin crew welcome by addressing your name and looking after customers from the moment they step on the plane are all important. The superb service, in-flight entertainment, comfortable seat/beds will deliver passengers to their destination relaxed, refreshed and happy — the ideal start to any trip.
Innovation. Continued investments in innovation and creativity — whether it is the latest aircraft, safety video, onboard product, marketing promotions, food and wine — are a must for our fast moving industry. We never stop in giving our customers something to remember and talk about. With our sustainable business practices we are able to provide a luxury travel experience with added value for our customers derived from superior environmental and social performance and to societies that contain all income groups.
Q: Are there any special customer requirements?
A: The goal is to treasure our customers very much, and spare no effort to meet every reasonable demand they make.
Q: How do you get the best deal for airline tickets?
A: Many airlines are endeavouring to develop an integrated platform of communication and selling tickets through channels that now includes new social media. Purchasing well in advance of your travel date helps get cheaper fares.
Q: What’s your next destination?
A: I am off to Sichuan this weekend.
Q: Why are you visiting Jiuzhaigou, Sichuan?
A: Beautiful lakes, flora and people.
Q: What’s so special about it?
A: It has the charismatic feeling of nature, peace and beauty that makes you forget about the daily hustle and bustle of life.
Q: What do you have to take when traveling?
A: Phone, passport and credit card.
Q: What gifts do you buy for friends and family?
A: Local handicrafts, books and gourmet specialties. I also like to buy a painting or professional photographs of the places of interest in a city.
Nationality: Australian
Profession: General Manager Asia, Air New Zealand
How often do you travel?
I frequently travel, either on business trips or for personal matters.
Objective of travel: Business trips, tourism, or other personal matters.
Favorite way to travel: By air — it is fast, convenient and safe.
How many destinations have you already been?
I have been to all the provinces in China and covered around 120 cities in China. Globally I’ve been to all six continents and continue to explore amazing places our beautiful earth has to offer.
Do you prefer to travel alone or with family/friends?
It depends on the destination and purpose of my trip. I also like to make new friends while traveling.
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