Gulf Air Implements an Employee Appreciation Program for their Customer Services
Wednesday, 13 June 2012
Gulf Air has implemented an employee appreciation program covering their customer service staff. The program is based on a point system (nominations) generated by the airlines' frequent flyers passengers members. The staff member achieving the highest points for four months will revive the program’s prize with a grand prize for the highest points for the entire year according to the airline.
Marcus Bernhardt Gulf Air’s chief services officer, “Our Falconflyers know the best when it comes to customer service as they regularly come across many of our staff at various customer touch points and receive a range of services from them. We consistently endeavor to provide a level of service that exceeds our customers’ expectations and by awarding our staff, the airline recognizes those who made a positive difference and left a lasting positive impression on our customers during their journey with Gulf Air – whether on the ground or in the air.”
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From left to right: Kavita Sharma AlJassim (senior manager customer care & service quality control), Marcus Bernhardt (chief services officer), Sarah Wilday (customer care officer), Sumaya Khonji (special services agent WWCC), Ioanna Kosta Kakavelaki (flight attendant - Falcon Gold Cabin), Naheed Bahman (reservation & ticketing agent), Mohamed Essa Hasan (senior manager cabin services), Hasan Balwai (partnership specialist - loyalty program) and Mohammed Imran Noor (team leader WWCC). |
"On behalf of the Gulf Air management team and the extended Gulf Air family, I would like to thank each of our winners for their contributions to ensuring that all our customers experience consistently high levels of service. This award is in recognition of their efforts and is based on customer feedback – the truest marker of their hard work and efforts. I look forward to their continued dedication and commitment.
“Gulf Air always values our passengers’ opinions and we see it as an integral component in our customer value chain. We hope this scheme, the first of its kind in the region, will set a new benchmark in customer service excellence.”
Recently Gulf Air received an ‘excellent’ rating in the annual IATA customer satisfaction survey. According to the airline it has also witnessed a "significant" drop in number of complaints and a rise in compliments received from Gulf Air passengers. 2012 has so far seen almost 300% increase in positive passenger feedback and a drop of almost 90% in passenger complaints.
Gulf Air’s recently improved its frequent flyers program - Falconflyer, offering additional features, benefits and incentives.
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