Ground Power Mar-Apr09

Ground POWER is the Bi-monthly newsletter of Ground Services Department. We welcome stories, pictures from our stations. Submissions should reach Ground Power ([email protected]), no later than the 5th of the following

month. (eg events that occurred in SEP are to be received by 5th OCT, for publication in the OCT edition.) of 8

Dear Colleagues,

In this issue, I would like to touch on the topic of making Jet Airways the airline of choice.

Despite the economic turmoil, which has affected all

airlines and related businesses, there are people who are

still flying. If these people are flying to destinations that

we fly to, they should always make Jet Airways the airline

of choice to these destinations. If more people make Jet

Airways the airline of their choice, then our business will

grow and all of us will benefit from that growth.

So how do we in Ground Services go about the mission of

making Jet Airways the airline of choice?

It can only be done through providing Outstanding Service!

Here are some simple tips for you:

• Make every guest feel welcome and important - every guest is a VIP to us, because without them, we

do not have a business to run

• Use every opportunity to address the guest by name - nothing impresses a person more than being

addressed by his or her name

• Use every guest encounter as an opportunity for

delight - remember that people will spread delightful

service experiences to all their friends and family

• Smile, Greet and Thank every guest, at every opportunity - it costs very little for us to do this, but the impact that it creates is invaluable

• Respond with a sense of urgency to all guests'

requests and feedback

• Talk to our guests at every opportunity - only by engaging them, can we know what we can do to make

their travelling experience better

• Do something Unexpected to Delight the guest - can you make at least one guest say "WOW" each

day?

• Be highly visible at key guest interaction points - the guest is paying us to be there if he or she needs

assistance, so be available

• Be On Time, Everytime - be punctual in everything that we do, whether it is opening check-in counters,

closing the aircraft door, or being at the place of work

etc

• Work as ONE1 Team - work with all other Jet

Airways staff to make the guest experience as

seamless as possible. Do not make the guest go from

one person to another

All of you are capable of making Jet Airways the airline of

choice - it is only a matter of putting into practice the

simple tips above.

Thank you. -- Jayaraj

PUJA AT BOM INTL AIRPORT

Staff at BOM INTL airport organized a Puja at their new office at Terminal 2C. Water, fruit, flowers and incense were offered together with everyone’s prayers.

In Th is Issue

Women’s Day Celebrations / Holi Pg 2r.

Kudos Pg 3

Vig i lant Mumbai S taff Intercepts Forged

Passports

Pg 5

Case Study / CCU Automated Gate Reader

One1 in Service HKG

Cater ing FAM / BOM-KWI Inaugura l / JP

Enro l lment Dr ive

Br ickbats / Bouquets

Pg 6

Pg 7

Pg 8

MAR - April

2009

Ground POWER is the Bi-monthly newsletter of Ground Services Department. We welcome stories, pictures from our stations. Submissions should reach Ground Power ([email protected]), no later than the 5th of the

following month. (eg events that occurred in SEP are to be received by 5th OCT, for publication in the OCT edition.) of 8

WOMEN’S DAY CELEBRATION International Women's Day (IWD) is marked on March 8 every year. It is a major day of global celebration for the economic, political and social achievements of women. For this special day, staff wished our female travelers a “Happy Women’s Day” and presented flowers. The added attention and decorations made these ladies feel very special”.

DELHI

BANGALORE

KOLKATTA

MUMBAI

CHENNAI

To celebrate the gaiety of the Holi festival, staff at BOM INTL particiapted in some colorful decorations.

Smiling faces became smiling colorful faces!



KUDOS

Rahul Mukherjee (CCU)

“ I left my Blackberry in the hired car that dropped me to the airport. I

went to the Jet Lite counter saying "Please let me use your phone or a

mobile, and I'll square up for it"...they refused point blank!

On an impulse I walked over to the Jet Airways counter, and asked for

help, saying I was a regular Jet traveller.

Rahul instantly and unhesitatingly gave me his personal mobile to make

the calls ...STD was required, and here's where it gets interesting: The

driver didn't hear my phone when I called it so I had to call my office in

Delhi; they called the service provider who called the driver on his own

phone, and by that time we figured all that out and got it done, he had

reached the ITC Sonar Bangla, so he had to turn back from there, and I

made it to the flight with literally a minute to spare ...and only because

Rahul (assisted by Avdesh Jha) also arranged for me to get my Jet Lite

boarding pass while I waited for the driver to return to the airport. I

offered to pay Rahul for the calls, and he flatly declined.

He really went out of the way to get me onto that flight, and he wasn't

even a Jet Light person. A true ambassador for your brand.

2. On my very next visit to Kolkata a few weeks later, I had driven to

Asansol for work, and was driving back to the airport directly. Thanks to

the antics of the streetwise, we had a good Bengal experience...got

blockaded and diverted, and I arrived at the airport counter (with only

my P1R on my phone, no printed e-ticket in hand) just as the flight was

closing, with only moments to spare...literally. It was really essential for

me to get back to Mumbai that night.

I looked into the counter space and saw the same Rahul sitting there! I

called out to him, he took one look at my P1R, went to another printer

and printed my boarding card on the spot, and then sent someone with

me straight through to security. It was a voucher ticket, so he told me to

rush in and said he would send someone to the gate to collect the

voucher. Which was done....amazingly, with no loose ends!!

One or two people with that attitude at every field location, and you've

got it made! Having been a customer service chief in a telecom company,

I know how rare this quality is and how difficult it is for a person to keep

the customer focus and energy up.

Hats off to Rahul.

All this happened a couple of months ago, and it would have been far

better if I had written immediately, but I didn't get down to it and it has

been on my conscience! I do hope the delay in my putting this on record

does not take away from the credit that Rahul is due.

Thanks for a patient reading...it is worth my while putting this down at

length, because it is just so rare. “

Jehangir

PPPP rofessionalismrofessionalismrofessionalismrofessionalism

OOOO wnershipwnershipwnershipwnership

WWWW armtharmtharmtharmth

EEEE xcellent service mindsetxcellent service mindsetxcellent service mindsetxcellent service mindset

RRRR esourcefulnesesourcefulnesesourcefulnesesourcefulnes

“ I am writing this email to express my heartfelt congratulations and

gratitude to Michael and Raj at Singapore airport. Please allow me to

list down the sequence of events that left me with a very good

impression of your staff quality and service.

1) Although we suspected that Delhi might be affected by fog, we still

started for the airport. Just as we were reaching Changi, we got a call

from your office that the flight had been delayed. Although not very

pleasant news, I was thankful for the foresight of informing us. I had

bad experiences in Delhi winter with other carriers who would fly to

Jaipur\Mumbai and leave passengers stranded. Hearing the news we

set back on our way.

2) My wife had an important family event to attend, and called to check

if she could be put on another flight. She was given a polite no, which is

understandable. Also, without asking we were offered a hotel stay. As

we had an alternative place to stay, we declined this as we did not want

additional burden on the company. At this point we were also offered

reimbursement of our taxi fares, which was again a delight. 1ot all

carriers would do this. Michael had assisted us in all these

arrangements. I congratulate him on his customer service skills.

3) 1ext morning upon reaching the airport, we were promptly

reimbursed our taxi fares. Raj, was the coordinator at the counter. We

had also (perhaps mistakenly) assumed that our F&B cost would also

be reimbursed. Raj took great pains to explain us that this was out of

the normal. Although my first reaction was not very pleasant, I later

realized that Raj was right. He was very patient with us and

understood our concerns and explained us the company's situation

and policies in a very logical and clear manner. I did apologize and do

apologize again if my initial reaction was harsh.

Together Raj and Michael showed us that day the value of using Jet

as our preferred carrier in future. Good customer service does not

mean succumbing to all customer demands. We also work for

corporations and understand that company's interests are also

important. In fact, I will say that the poise, grace and

conscientiousness that Raj and Michael displayed that day under

pressure should be an example for most service industry companies.

I will be writing a small compliment note to Straits Times forum. I

hope it can be published. If Jet airways ever needs a testimonial or stuff

like that, please approach us.”

Akhil Doegar

WINNING OVER CUSTOMERS DURING A DELAY “Our evening flight to Delhi from Baroda was delayed due to which we

were to miss our KLM flight from Delhi to AMS. That time Airport

Manager of BDQ, Harish Hegiste took care of us and arranged for a

overnite stay at Surya Palace hotel and helped me book our next day

flights all the way to Chicago.

Our stay at Vadodara was memorable and then at Mumbai Lounge (

Jan 21st ) it was enjoyable. Food at Mumbai Lounge was excellent. I

must commend the way the crew at lounge was taking care of the

patrons.

I would like to say that normally I do not find this type of personal

attention and service taken care of by employees. I think this makes Jet

really exceptional.

I would like to add names of Pritesh Patel, Devang B, Cecil C, Tanvira

T and Vikram Rana who were instrumental and helpful in making our

stay in Vadodara wonderful and joyful”

DILIP SHAH

In our KUDOS section, we feature some of the many compliments we receive for our colleagues. Note: These are published mainly ad verbatim (as

originally written)

Michael & Raj ( Michael & Raj ( Michael & Raj ( Michael & Raj ( SIN)SIN)SIN)SIN)



Praise in the Mumbai Mirror The following article appeared in the Mumbai Mirror newspaper. No prizes for guessing which airline he was referring to …. “Last week, at a brand development meeting, the

executives pitching to us used one of the popular

airlines in India as an example of great customer

service. I differed in my opinion and thought that the

competitive airline was much better. We all came up

with our favourite examples. Mine are listed below;

let’s see if you can find the clues that identify this

airline.

About two years ago, I had to go to 1agpur for a

lecture . I went to sleep , after a late-night show and

woke up at 6.30 am for 7 am flight. I threw some clothes

into my laptop bag, and then drove like a mad man to

the airport. My wife managed to get through to a

supervisor at 6.37 am and explained my predicament.

At 6.45 am, I was at the airport and was pleasantly

surprised to find a supervisor waiting at the counter

with my boarding pass. He also took the trouble to

accompany me right through security. Though

disheveled and unshaven, I made it to 1agpur.

A few months ago, I was on my way from Mysore to the new

Bangalore airport at around 2 pm when my SUV taxi hit a woman

and fractured her ankle. When I got off to see what was happening,

the driver gave me my precious blue-and-yellow laptop bag and ran

away. It took another hour for a new taxi to come from Mysore. I was

in touch with the airline supervisor all the way; she rescheduled the

5.30 pm to 6.30 pm and then to the 8.30 pm flight. At 8 pm, we were

still half an hour away, but the taxi driver put everything he had into

the car and got me there at 8.25 pm. Like Aamir from Dil, I vaulted

over the fence, cut through the line at the entrance and reached the

counters to find the supervisor waiting with the boarding pass. She

accompanied me right up to the boarding gates and I went through

just in time. I made it, and I didn’t have to go red in the face to do so.

Last week, I had to go to Trivandrum for a lecture. Another

airline’s flight that took off in the pre-sunrise, orange-tinged sky at

5.30 am landed only at 11.45 am,

delayed by two-and-a-half hours. My return

was by the 1.30 pm flight of my regular

airline. I had to go to the venue, which was a

good 20 minutes away, deliver a 45-minute

lecture and then get back in time.

Before I got out of the airport, I contacted

the supervisor, who assured me that if I got back

by 1.25 pm, she would make sure that I would be

on the flight. I was in constant touch with her,

and luckily was back by 1.15 pm. I made it back

to Mumbai.

I believe that there is only one airline in India

today that can make this possible and

supervisors and managers like Aakruti in

Mumbai and Vrinda in Trivandrum make all the

difference. “

Bhavin Jankharia

Ms Aakruti (BOM)

Ms Vrinda (TRV)

ONE IN SERVICE (HKG)

“Please accept our thanks and appreciation to you and your staff at HKG

who facilitated our team in doing the engine change on VT-JEE. It must

have been difficult to meet our needs at such a short notice but I must say

that your team were very helpful.

Without HKG team support we would not have been able to complete

the job on schedule. Keep up the great work and we count on your

continued support”

Daniel Saldanha, Sr GM- Line Maintenance, ENG. & Maintenance

Nelson Kunal Amit

HYD Staff Averts A Ramp Accident On 10 Mar 09 Mr. Prem Kumar, SSA, Security Dept (HYD) was on duty for flight S2 61. A tractor was towing a stepladder from the rear side of the aircraft and moved away without anchoring the stepladder.

Suddenly, a strong wind caused the stepladder to move towards the wing of the aircraft. Noticing this, Prem reacted immediately and caught hold of the stepladder despite great personal risk and

prevented the ladder from rolling towards the wing of the aircraft. Thanks to his initiative and presence of mind, displayed by Mr. Prem Kumar is noteworthy. His actions saved the aircraft from severe damages which would have resulted in heavy and avoidable expenditure to the Company.

COMPLIMENT FROM A MISSED FLIGHT

SENTHIL NATHAN

“I must say that Senthil was very patient all

through as I was quiet nervous about missing

the flight. He greeted me with a warm smile

which made me feel better. I must mention that

it is because of such excellent staff that I always

keep Jet Airways as my first preference for

flying.

Me and my colleagues do not have enough

words to describe how much we appreciate

Senthil for all his efforts taken.

Thanks Senthil ..

Thanks Jet and team..... “

Kamni Ajwani

“Dear Igor (EWR) ,I would like to thank you for everything you have done

to make this trip as painless as possible. Although we were a little

frustrated that my parents could not leave as planned...we eventually were

able to think rationally than emotionally and were able to appreciate the

fact that the trip was postponed for a good reason and that it was for the

safety and welfare of my parents. We would like to thank you

Mr.Shtulberg, for handling the situation appropriately and for doing your

best to accommodate our request. Please convey our sincere thanks and

gratitude to Mruga and Karen as well, who were very kind and

patient...showed empathy and above all did their best to help us in every

way.”

Sreedhar Redd, UBS Financial Services Inc.

“I flew from Jaipur to Hong Kong via BOM. The flight from Jaipur

to Mumbai was an hour delayed and the connection got very tight.

Thanks to Jet staff , I made it on to the flight. I have flown a number

of times with you over the last 4 years and every time I get convinced

again that you have a great company with a great product. I hope

you make it thru these tough times. Flying without Jet is a real loss.”

Max Buger



COMPLIMENTS FOR LHR “ I would like to take this opportunity to address, Mr David Stephens,

who was very professional in the duty of his work and is one individual who

sets the quality of standard that gives Jet Airways a very good name and

reputation in the industry.

I want you to know that Mr David Stephens 'went the extra mile' to

assist me and help me with my check in and also my comfort of travelling.

I was flying to India to join my fiancée and her friends that were already

in Anandpur, Bhopal where I go every year to do some charity work in

which we provide free eye treatments and dental treatments to all the

villages of Anandpur and surrounding remote villages. I was a little

overweight due to the amount of sweets and clothes I had taken for the

young kids there and Mr David Stephens assisted me in the most friendly

and understanding manner.

He acknowledged that I was overweight and rather than creating a

stressful atmosphere he was kind enough to provide a solution and to work

with me. He agreed to allow my hand luggage to be checked as my 2nd

bag and even though it was over my 2 kilos, his approach was correct and

he explained that normally this is not allowed but as it was a genuine case

of charity he listened to my request and made a good call of judgment and

I presented him with all the details of the charity.

1ot only that, Mr David Stephens even arranged an upgrade for me

(my 1st ever upgrade!!!) which made my trip even more comfortable. I

was not expecting this but his goodwill nature really impressed me.

He truly is a great asset to your Airline and I hope you have good

reward incentives for such employees as he truly deserves a recognition in

the manner he treated me. I also could not stop noticing how he treated

the other passengers in the same manner as he did with me and it really

made everyone's evening.

So thank you for the time in reading my email and want to say a special

thank you from us all at the Anandpur Outreach Project for your kindness

and please convey the thanks to Mr David Stephens himself.”

Amit Patel

“ Mr. 1aresh Goyal, Chairman, Jet Airways,

I wish to sincerely thank Jet airways and Mr. Amit Kapoor, your Airport

Manager at Heathrow Airport. He did something which would make me

eternally grateful to him and Jet airways. On the evening of 29 Jan., I

reached Heathrow airport at 8.15 pm with no ticket/no reservation after

having come to know an hour earlier that my wife's only younger brother

who was very close to me had died in Goa. Amit Kapoor was like a God-

sent angel who managed to put me on the 9pm Jet airways flight from

London to Goa which helped me reach Goa next day in time to attend the

funeral. I do not have enough words to thank Amit & Jet airways whose

staff were all along been helpful at every stage of that flight , I was

allowed to deplane the aircraft first when it landed in Mumbai. I strongly

recommend that Amit Kapoor be considered for an award for customer

care for the compassion and helpfulness he showed. If you decide to give

any monetary award on behalf of Jet airways to Amit Kapoor, I would be

happy to contribute/entirely pay for that award. I would be happy to know

if Amit is recognized for his good deed. “

Dr. Xivananda Priolcar, Medical Director Procter & Gamble Asia

VIGILANT MUMBAI STAFF INTERCEPTS

GUESTS WITH FORGED PASSPORTS

VIGILANT Mumbai STAFF intercepts guests

with forged Passports

PRAISE FOR TEAM MANGALORE

“ I would like to present the Trophy of Excellence to (the) team at

Mangalore. As one alights the aircraft, we have the station manager

welcoming all with a smile and a hi or a hello and what pleasure it is to be

greeted in this manner on arrival.

The staff is well trained and the service is the best. One is sure of

getting assistance without even having to look around and even before one

knows one is helped with whatever it – getting a trolley, or picking up the

baggage or helping with any local assistance.

When one leaves MA3GALORE, the treatment one gets is very

touching - one is greeted by an airline official with a pleasant smile and

assisted all through. Especially when one is travelling alone and leaving

behind some loved ones, this makes a lot of difference.

Your station manager PRAMOD 3AIR is remarkable at his work.

Always alert and overseeing everything so efficiently and making sure that

each one is attended to. The personal touch that is extended by him is

something that touches the heart of everyone I am sure and it reflects very

well on your company.

I must tell you that I would never travel to MA1GALORE on any airline

but JET AIRWAYS because of the excellent treatment one receives from the

station and the station manager. In fact I have changed my date of travel

for the same in December 2008 while I was travelling. I felt it a shame if I

had to travel to MA1GALORE by any other airline just because of non

availability of ticket, hence changed the date of travel itself.

This is because of the friendly attitude and the warmth that one feels both

on arrival and departure. It’s a pleasure to travel to MA1GALORE and it’s

only because of the way we are taken care of here. I rate MA1GALORE

station and the services extended by PRAMOD and his team to be the best

and I would like to extend my

best wishes to him and his team.”

Vidhya Rao

Pankaj also noticed some persons in the distance, eyeing what was going on. He got his colleagues in Security, Shailesh & Abdul to scan the passport, where they found errors. The Canadian Embassy Liason Officer was contacted, who took a look at the customers. Suddenly, the customers jumped the queue and ran away to the exit. Pankaj ran after them and asked why they were not travelling. The husband replied, but this time in pure Gujarati.

Pankaj asked for their home address, but they then gave a different answer than from their profiling earlier. At this point, the Liason Officer took over and the fraudsters were taken to the police station for questioning.

THANK YOU PANKAJ AND TEAM, FOR INTERCEPTING

THESE PASSENGERS AND AVOIDING A HEAVY FINE FROM THE CANADIAN AUTHORITIES!

While checking the travel documents for two customers to YYZ, Customer Services Supervisor BOM, Pankaj B., noticed that they were behaving suspiciously. At first glance, their passports & visas appeared to be in order, but they were continually on their cellphone, updating the caller on the status of the checks. When politely asked to stop the phonecall during the document checks, they became even more nervous. Although their passports appeared to belong to Maharashtrians,

the customers themselves looked more Gujarati. Pankaj tried speaking to them in Gujarati, but they kept trying to speak in Hindi, with the husband insisting that they were Marathis. His wife however, tried not to say anything & remained expressionless. The customers were on a Tourist visa, but were unable to give clear answers when asked for details like the name of their travel agent & hotel or whether they paid for the holiday in cash or by credit card. Pankaj’s questioning kept on throwing up more contradictions, making the fraudulent travelers more and more nervous.



APPRECIATION FOR BKK CABIN APPEARANCE

STAFF

BKK recently had an appreciation ceremony for a cabin cleaner from the ground handler, Thai Airways, who found and returned a bag containing more than Rs41,400 in cash.

“We are extremely grateful to you and especially to Mr. Voraphon for

finding our bag with the amount of 29,000 THB and for returning it to

us. It is really commendable of Mr. Voraphon to have displayed such a

high level of honesty ----- this has proved that there still exists in this

world a respect for human values, something which seems to have

disappeared --I am sure most people are disillusioned with the loss of

morals in our time, but Mr. Voraphon's act has rekindled the faith. WE

wish to place on record that his action together with your efforts to

locate us deserve recognition and we are sure that Jet Airways will go a

long way if they continue to have staff such as you. We also wish to

thank the lady who issued our boarding passes, she took the trouble to

get in touch with us near the pharmacy so that further details could be

clarified, also the CSO's Oranee and Sittichai who were the personnel

who took all details and handed us the bag and money; the security

agent Monruedee and the supervisor Banlue are also congratulated

for all the good deeds done. When and if we are ever in Bangkok we

would be very happy to meet you and if possible also Mr. Voraphon,

although we can never thank him enough we would like to reward him

for his honesty and integrity. We are also grateful to Mr. 1aresh Goyal

for promoting an organization which nurtures these wonderful values.”

Rakesh Sharma

CASE STUDY – GUEST COMPLAINT “ I am writing to advise of our recent experience with your airline, staff

and service during our most recent trip from XXX to ZZZ (via YYY) earlier

this year.

It all began with a representative named ABC at customer care in XXX.

First off, her customer service skills were not up to par as she displayed

hostility to my requests to the point where she displayed signs of shouting

and rudeness. As I was traveling with two infants, I was promised we would

be assisted on our journey and during transfer point in YYY, which never

was the case. My daughter was placed in a seat away from myself which is

not acceptable as she is only two years of age. We were advised to deal

with this situation as alternate arrangements would not be provided by

your airline. If you have a child of two who cannot manage on their own

and need their mother, imaging how frustrating this situation is from a

parent’s perspective. Ms. ABC also went on to explain that Jet Airways

does not provide bassinettes for babies, which is clearly not true as we had

a bassinette on our journey from Canada to India. If the agent does not

know truth from fiction, they should be educated appropriately and not

allowed to make false statements as such.

At XXX Airport, our stroller and car seat were taken with general

baggage with promise for me to receive it in YYY for me to use with the

kids. This promise was never fulfilled and as a result, I had to carry my

baby approximately one hour to clear security and board our connecting

flight. To add insult to injury so to speak, I even had to handle our hand

luggage on top of this along with the fact that my daughter could not walk

such a long distance. If our stroller was provided as promised, we would

have not been so stressed and inconvenienced. Could you image this

scenario? Had your airline staff offered a bit of assistance, it would have

been much appreciated. Instead, everyone refused.

Prior to boarding our connecting flight to ZZZ, I requested to be allowed

to pre-board being with two children, it is customary on flights that this be

accommodated to allow for passenger ease. To my surprise, only

wheelchair passengers were provided right of way while my situation was

totally ignored. Our son was crying quite a bit and if your staff had the

foresight to let us board, we could have settled in nicely. There were other

passengers who noticed our situation and had to appeal to attendants

behind the counter to allow us to pass first. How does an airline not go out

of their way for customers in this day and age where competition is fierce

in the airline industry is beyond my comprehension.

In flight to ZZZ, during meal time, we requested food for our daughter

which was provided an hour after the request was made. My plea for

assistance went ignored yet again. This seems to be a common theme with

your airline. Also during the flight, there were empty seats which were

offered to adult passengers as opposed to children who could have had a

need for it more.

At ZZZ International airport, we again had no stroller waiting at the gate

resulting in a half hour walk for our child. 1ow at this point I should

mention carrying our infant son is no small feat as it strained my back to

the point where I had to have bed rest for a day after arrival.

Overall, we have experienced a negative trend with your airline and staff

from the start, as I’m certain others have as well. Customer service is a key

element in gaining and retaining business. Word of mouth goes far and if

we experienced a lack of service, who knows how many others would hear

of it.

In any case, hope you can improve service and attitude levels based on my

experience. We have no reason to pay money to fly your airline ever again

or recommend your airlines to anyone, unless you can convince us

otherwise. I would look forward to any response you may have to offer. “

Medha Saraiya

Learning Points: • In addition to basic courtesies, when speaking to

customers, we must always be mindful of our tone of voice, body language, etc

• We should be sensitive to those who may need assistance (eg mothers travelling with small children, elderly, disabled customers)

• Adequate Product knowledge of what services we offer is

important in delivering good service. If we are unsure, we should tell the customer that we will find out and let him/her know

CCU AUTOMATED GATE CONTROL SYSTEM The automated gate control system was introduced at CCU. At all the departure gates, laptops are used by plug-in & operate basis. By virtue of this system, the gate control can now be ACSI on-line & the guest queue time would be reduced substantially. Also, last minute errors & the element of boarding of guests on the wrong flight would be eliminated. This system has brought relief amongst staff, who otherwise used to operate manually, using the age-old reconciliation sheet.

" ONE1 IN SERVICE " AT HKG

Two groups of Media Reporters & Travel agents travelled HKG-BOM-HKG. One group was from Korea & the other from Taiwan. Both these trips were co-sponsored by the Ministry of Tourism –



(India) along with the Hotel Association of India as part of confidence & tourism building activities and also to showcase the various tourist places in India. Jet Airways sponsored the travel as official carriers for these groups .

As a pledge to our " One1 in service " campaign , our HKG Apt team together with Mr. Koh (Regional Mgr – HKG, Taiwan, Japan, Korea), our Sales / Marketing team, our GSA's in Korea & Taiwan , Cabin / Cockpit crew, BOM , DEL , TRV , COK Airport teams made this trip of these media group a delightful experience. Expect that this will help us to generate mileage & coverage in our source markets .

On 9th March, a familiarization (FAM) trip was held at our BOM Caterers, for Duty Managers from Airport Services. The FAM was the brainchild of DVP Ground Services, Jayaraj, with the intention of promoting a better understanding of catering operations. Our DMs were able to see firsthand, how meals were prepared. Now, when a customer asks, “Do you know what meal they will be serving onboard?”, our DMs can say, “Yes, I do, Sir!”

INAUGURAL FLIGHT BOM –KWI-BOM BOM organized a multi faith puja at the check in counter and ribbon cutting by our CEO and our member of the Board Of Directors, Mr. Adams, followed by a puja at the aircraft by Mr. Baliga.

KWI –For the inaugural flight from KWI-BOM , a ribbon cutting ceremony was held by Mr Essam Alzamel - Director of operations - DGCA Kuwait ( third from left) Mr Bruce Richterkessing - GM National Aviation Services (fourth from left), 9w staff , and APM Robert Joseph (extreme left)

JET PRIVILEGE :

INTERNATIONAL ENROLLMENT DRIVE

Jet Privilege has initiated an enrollment drive for the check-in staff across all International stations from 1st March'2009 till 30th June' 2009. This campaign is to enroll passengers approaching the check-in counters who are non-members into our Frequent Flyer programme. The objective is to not lose these passengers and hopefully convert these occasional travelers to lifetime GUESTS of Jet Airways. At the time of check-in the staff will handover the airport check-in enrollment form to the passenger. On a weekly basis each staff will put the enrollment forms in an envelope and mention their name, staff number with the airport name on the

top of the envelope. These will be sent to Jet Privilege in Mumbai on a weekly basis. The results declaring the winners who have done the maximum enrollments from each station will be announced on a monthly basis. At the end of the month, staff with the maximum enrollments from each station will receive a Letter of Appreciation signed by Mr. Rahul Kucheria – GM Relationship Marketing. At the end of 4 months, staff with maximum enrollments from each station will receive a Letter of Acknowledgement from Mr. Gaurang Shetty - SVP Alliances & Marketing. The staff who does the maximum enrollments across all stations will receive a ‘Certificate of Recognition’ from Mr. Sudheer Raghavan, CCO Jet Airways.

JET PRIVILEGE:

DOMESTIC ENROLLMENT DRIVE

Jet Privilege had initiated enrollment drive for the check-in staff across all Domestic stations from 01Dec2008 to 28Feb2009 (Three months ) The winners of the Domestic enrollment drive collectively for Three Months are

Station Staff Name Counts

CCU Chiranjit 833

BLR Divya 762

PNQ Hiral 668

BOM Rohit 526

MAA Gautam 525

BDQ Mihir 500

DEL Pradeep 336

HYD Gopal 351

COK David 270

AMD Shezreen 156

CJB Ivan 172

JAI Hema 143

Mr Chiranjit from CCU achieved the maximum no of JP Enrollment count of 833. HYD APT achieved an all time high in JP enrollments in the network for the 11th week of the Domestic enrollment. For a target of 1000 they achieved 1091. The top enroller Mr. Gopal was presented with a gift from Regional Manager, Mr Girish Nair.

Counts

CATERING FAM TRIP



B R I C K B A T S ……

1) Mr BB Sen says “I booked my seat via internet on February 07, 2009 on flight

9W485 from Chennai to Bangalore for travel February 08, 2009.

My seat no was 18D and this was done for three of us in one row (

other nos 18A & 18C)

The seat number was changed by hand at the gate. As I was not

wearing my glasses I could not see the changed seat no 30A. The

girl who changed the same said there is no change of the row. That

was a clear lie and I would have probably held the flight till this

change was explained and apologized by the manager. My

colleagues checked with the gentlemen who occupied seat no 18D

and he told them that he simply checked in and was given the seat

at the counter.

What right people have to change the seat by hand and offering

last row seat no 30A without any explanation.”

Note: Check in staff should be more accurate while changing any web checked in seat to avoid causing

inconvenience to guests.

2) Dr Ambarish Darak says, “I am a platinum member and Jet Marketing staff persuaded me to

buy “one fare tickets” in Jan 2009. What followed after this

purchase was quite unpleasant experience.

On February 08, 2009 after a tiring day, I went to Goa airport for

taking flight to Mumbai and presented the one fare ticket. Staff at

the counter did not know anything about one fare ticket and how to

use the same. While the staff was ignorant about the same she did

not do any effort to obtain information and instead directed me to

another counter staff. I kept on going from one staff to another and

I was stranded at the counter for almost 30-45minutes. Finally I

had to call up senior members of Jet marketing team and resolve

the matter.”

Note: Check in staff should be equipped with necessary information (different fares & polices) while interacting with guests at various stages.

B O U Q U E T S

1) Mr Joe Fernandes who is a non resident Indian and

resides in Canada wrote …

To Get there-Fly Jet Air

I’ve traveled far, I traveled wide

But as a true Indian, in this I pride

The service rendered by Jet Air sure beats all

And should proudly make you feel ten feet tall

You guys not only compare but beat airlines foreign,

The comfort and care lavished is what makes Jet Air win

Your departures on the dot, end with arrivals are the dot,

Which in a nutshell, only efficiency can wrought.

Keep us the good work and results you will see,

With the passage of time, the world would agree

Having started from scratch, the competition aint a patch

In what Jet Air has achieved, no other airline can match.

2) Ms Ann Raphael says

“I was on the auspicious inaugural flight on 4 September 2007 from

Toronto to 1ew Delhi which was outstanding.

Yet again, I had another auspicious Jet Airways delightful flight,

Toronto to 1ew Delhi, on 9/10 January 2009. My birthday was high

up over the Atlantic and I was so surprised when each and every

flight attendant from Brussels to 1ew Delhi wished me for my

birthday. It was my 70th

. Towards the end of the flight, they called

me to the back, and lo and behold, they had cake put together with

strawberries and mulberries, and they sang Happy Birthday to me.

They also took pictures…..and arranged for me to be met by Sabina

Akhtar, Customer Services Assistant in 1ew Delhi. She took me

from the aircraft door, through Customs and baggage pick-up

carousel by a helper and through to my friends receiving me. She

was very gracious and helpful.

Please convey my thanks to Sabina.

Thank you so very much for your thoughtfulness and Jet Airways’

excellent treatment of each individual passenger”

Ground Power Mar-Apr09

Documents

Transcript of Ground Power Mar-Apr09