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ICE Brent
90
Apr/14
Oct/14
Chief Executive
Message
access to travel information, individual travellers are becoming more common, particularly
among the younger generation.
Premium traffic accounts for a relatively small
share of the overall business, but with expanding corporate accounts and increasing wealth,
the potential for CX is significant, especially
given our superior products and services, Steve
explains.
Those products and services have been
pushed hard by the PRD team, which has
have been busy spreading the word about CX
through the travel trade and close engagement
with media partners.
We have been making continuous investments for both CX and KA in the PRD from the
Shenzhen office to marketing initiatives and
our young and growing team has been working
hard to drive the business improvement, Steve
explains.
DYNAMIC DELTA: The PRD team pictured with GGT colleagues at a recent event to bid farewell to outgoing manager Maggie Yeung.
Ivan Chu 3
IN CONTROL: Staff from Securitys Head Office and SEC Ops teams.
n
9.30am
Sam is advised by colleagues that
while reservations and check-in
systems were being reviewed to
monitor possible illegal entry, two
passengers bound for Toronto
are found to have a suspicious
itinerary.
12.00pm
Sam and a Security Officer stop
the passengers at the boarding gate
and Sam notices that the Canadian
visitor visas in their passports are
counterfeit. The passengers are
offloaded and handed to the Hong
Kong Immigration Department.
Airlines are subject to Immigration
fines for carrying passengers found to
have incorrect travel documentation
for the receiving country, and are
also responsible for the detention
costs and repatriation expenses for
such passengers. The SEC Ops Team
profiles around 40 flights per day to
identify passengers who might be
using a fraudulent travel document,
intercepting them at check-in
counters, boarding gates or even
during transit.
In 2013, SEC intercepted 2,678
passengers for enhanced travel
document checks. Of these, 213 were
3.00pm
Sam goes to the apron area to check
aircraft for unauthorised persons,
check the inflight sales carts and
ensure that cargo shipments have not
been tampered with.
Before finishing his shift, Sam
is asked to provide assistance to
arrange escorts for deportees from
Canada to China. Its been a long day,
but a fruitful one, and hes looking
forward to getting home for some
well-deserved rest.
30 years of
747 flying
Senior pilot honoured by Boeing
There was a big surprise in store for Senior
Captain Frank Cassidy (pictured left) when he
was invited to attend a briefing by Boeing at
Cathay City last month.
The occasion was a talk by Boeings 747
Chief Pilot Mark Feuerstein on the 747-8F programme. What Frank didnt expect was that
he would be called up on stage in recognition
of a major personal milestone his becoming the first pilot in the world to complete 30
years of flying on the Jumbo.
I knew from Mark Hoey [General Manager
Operations in FOP] that something might be
going on, but they managed to keep the details under wraps, Frank explains.
It was a lovely surprise to be
called to the stage, particularly
when Mark Feuerstein presented
me with a model of the Dash 8
which had been signed
by Joe Sutter, the father
of the 747. I feel proud
and privileged to
have received such
recognition.
Frank is a true
CX veteran having
joined the airline in
1979 as a First Officer on
the L1011 TriStar, moving across to the 747 in
1984. At that stage CX
had just eight 747-200
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London-based Inflight
Services Manager
Josephine Rafudi
wrote to thank a
frequent flyer for
coming to a sick
passengers rescue.
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Missed
connections
our website.
All of this is not easy in a climate
of fiscal prudence (and a climate
of typhoons and other disruptors);
however it is something we need
to do and are working on it as a
matter of priority.
Steve Rackstraw, Head of Member Services, replies: The Marco
Polo Club Service Centre is working hard to maintain service levels,
but our hotlines can be very busy
during peak hours of 10am to 4pm,
Hong Kong time. Outside those
times, members should not have to
wait very long, if at all, for their call
to be answered. Alternatively, members could contact us via email.
Outdated
browsers
We keep hearing about the
considerable
investment
the
company is making in IT. Can we
ask IMT when will the company
update the internet browser from
the current IE8 that we use?
It is becoming increasingly
frustrating to be told when
accessing various websites for
company-related activities that our
browser does not support the site.
Frustrated outport staff
Mark
Griffith,
Head
of
Infrastructure & Operations,
replies: As part of the Infrastructure
Open
competition
I dislike the lack of choice and
quality that our current one stop
shop policy provides and was
wondering if we could open up the
CX City food court for independent
competition.
Messy email
footers
Ive
noticed
that there is a
huge range of
styles for email
footers sent
out by our
staff. Different
fonts, different
formats, even different colours it
all looks very messy and doesnt
really project a professional image
either externally or internally.
Is it possible for IMT to develop
a system that automatically
generates an email footer with all
the key details name, title, contact
numbers, company logo included
in a standardised format for emails
going outside the company?
At the same time can they ensure
staff take the Henry Ford approach
to font colours in emails any colour
as long as its black!
CCD staff
Dragonair broke a number of records this summer peak, including new highs for net revenue,
load factor and passenger numbers in August.
In August, Dragonair achieved its highest
passenger traffic and capacity since the integration with CX, and the average monthly load factor hit 79% the highest weve seen so
far this year, says Patricia
Hwang, General Manager Revenue Management. The passenger number reached 845,000,
which was also a new monthly record.
Thailand and Taiwan were the most in-demand destinations for KA passengers this
summer.
Phuket and Taichung were the most
popular, while Jeju, Chengdu, Kunming,
Haikou and Wenzhou also enjoyed
Dennis Owen, Manager Brand, replies: Im glad you asked that question. Bringing about email footer
consistency in style and colour is
definitely on the list to be fixed from
a brand perspective. There will be
one unified format coming out in
the next few weeks, so please stay
tuned for details.
7
3,318 Hong Kong ground staff responded to our seven Alignment categories. Figures in pie charts are from Hong Kong ground staff only.
Long-term direction
Senior leadership
Team leadership
Team effectiveness
Performance focus
2%
3%
5%
5%
4%
5%
9%
6%
10%
22%
24%
3%
5%
11%
8%
23%
5%
4%
6%
8%
28%
20%
28%
2%
7%
3%
6%
8%
15%
23%
27% 43%
26%
30%
32%
38% 50%
35% 50%
32% 47%
3,318
29%
24%
20% 33%
Strongly
agree
6,931 ground staff completed the full survey by giving a score for both Alignment and Engagement.
A further 7,887 frontline staff answered the 20 Engagement questions.
Some questions from the seven alignment categories with responses from the top two agree levels
2014 responses are generally positive but trending downward compared to 2011
49%
2014
Performance focus
58
%
2011
21
%
2011
54
%
2011
58%
10
44%
20
30
40
50
43%
2014
38%
China
651 staff
Europe
406 staff
31%
Japan
293 staff
2014
Team leadership
29%
Investment in people
Alignment
58
22%
19% 38%
Strongly
Disagree
Hong Kong
ground staff
%
2011
10%
14%
26%
20%
29% 44%
16%
17%
26%
29% 46%
5%
10%
24%
29%
33%
2014
49%
36%
North America
388 staff
636 staff
64%
South Asia,
Middle East
& Africa
514 staff
44%
45%
ENGAGEMENT
The results indicate how committed employees are to the organisation, promoting
and acting in its best interests. The engagement survey was open to all staff.
KA
Flight Crew
KA
Cabin Crew
KA
KA
Flight Crew
CX
Cabin Crew
CX
KA
Flight Crew
KA
Cabin Crew
KA
KA
Flight Crew
CX
Cabin Crew
KA
KA
Flight Crew
29% 32%
Cabin Crew
KA
19%
KA
Cabin Crew
CX
Flight Crew
52%
CX
34%
HKIA CSOs
KA
10
48%
CX
20
Flight Crew
30
66%
53%
50
40
CX KA Total : 48%
69%
CX
70
40% 38%
KA
27% 27%
60
Cabin Crew
KA
Flight Crew
CX
Cabin Crew
CX
HKIA CSOs
CX
10
CX
20
30
43%
38%
CX
40
43%
12%
CX
KA
10
HKIA CSOs
20
25%
CX
Flight Crew
KA
30
31% 31%
52%
Hong Kong Ground Staff
48%
50
40%
54%
47%
41%
CX
40
CX KA Total : 56%
63%
60
KA
1.
2.
3.
4.
69%
65%
33%
CX KA Total : 42%
63%
50
Cabin Crew
KA
KA
Flight Crew
CX
Cabin Crew
22%
39%
47%
30%
60
CX
30%
HKIA CSOs
CX
10
CX
20
30
39%
CX
50
40
70
58%
55%
HKIA CSOs
37%
CX
10
20
CX
30
CX KA Total : 44%
60
Nick Rhodes
The percentages show the number of staff who strongly agree (scores 6 & 7).
In general, the higher the staff level, the greater the sense of alignment and engagement.
Engagement
Hong Kong
29%
Outport
44%
Hong Kong
41%
Outport
56%
51%
Level A
63%
Level B
Level C
Level D
Level E +
47% 41%
32%
Level A
60%
Level B
73%
Level C
80
70
60
50
40
30
20
10
Level D
40%
Level A
48%
Level B
Level C
Level D
Level E +
Level A
Level B
Level C
Level D
40% 33%
30% 23%
58%
62% 59%
80
70
60
50
40
30
20
10
Level E +
Alignment
Level E +
40
54%
Sense of belonging
70
50%
50
CX KA Total : 55%
67%
63%
55%
60
Job satisfaction
80
70
60
50
40
30
20
10
70
73%
58%
44%
40%
49%
30%
53%
29%
24%
31%
The responses are generally positive: most people are proud to be working
for the company and keen to make the business successful. The senior
management in Hong Kong and almost all outport staff appear highly aligned
and engaged.
2,981
632
3,103
153
1,328
4,055
695
1,621
188
CX
CX
KA
CX
KA
CX
CX
KA
CX
KA
CX
Number of respondents
CX
80
70
60
50
40
30
20
10
10
by half as a result.
Theres also a new dedicated lounge at
T3 to look forward to next year.
The 650 square-metre space will follow the specifications of the new generation of CX lounges, which means a
main lounge with Solus chairs, an office
area, as well as two food and beverage
offerings.
The move to T3 has also been welcomed by the frontline teams.
As part of the move, the Engineering
and Airport Services teams were relocated to new offices. The existing offices
in T1 were long overdue for renovation
due to the move being pushed back successively over the years, says Alan.
He notes that the new facilities are a
huge improvement and offer a far more
pleasant working and relaxation environment for frontline colleagues.
The Airport office is located within
a two-minute walk from the check-in
desks while the Engineering office is
directly next to one of our designated
boarding gates, so its a huge improvement in terms of convenience, says Alan.
For now, Dragonair will continue to
operate its flights from T1 until it has
clearance to move to T3, along with several other airlines due to move there in
the next batch.
Goodbye, Ed!
The transfer to Terminal 3 coincided with the last official working day
for Ed Monreal, Manilas beloved Airport Services Manager.
Ed Monreal joined CX on 10 September 1982, having been recruited
by current Director People Nick Rhodes.
Eds career in the CX Philippines team was varied, taking him from
the Airport Services team to the Cargo team in Manila before moving
to Cebu 10 years later in 1992 to set up and open CXs new operations
there.
Following that, he managed the Sales and Services team in
the Southern Philippines before returning to Manila in 1995 and
becoming Airport Services Manager in July 1996.
He was an integral part of the Philippines team; a great source of
knowledge and support to many Country Managers, and a loyal and
hard-working colleague who over the years cemented his reputation
as the No. 1 typhoon guru in all Southeast Asia!
Supporting
the wine trade
Heavy presence at Hong Kong wine
competition as hub status grows
Cathay Pacific serves around 1.7 million bottles of wine to passengers ever year, so sponsoring the Hong Kong International Wine &
Spirit Competition seems like a natural fit.
This is CXs sixth year of being the title sponsor of the event, which involves sponsoring
air tickets for panel judges to come to Hong
Kong.
The Hong Kong wine competition runs in
partnership with the London-based International Wine & Spirit Competition, which has
been running for 45 years.
The Hong Kong event has been created
specifically for the Asian market.
On the judging panel is CXs Manager Global Contact Centres Simon Kriss, who is currently completing his dissertation to receive a
Masters of Viticulture and Oenology through
the University of Melbourne.
Winners of the competition will be announced on 6 November at the International
Wine and Spirits Fair hosted by the Hong
Kong Trade and Development Council.
At Cathay Pacific, we put a lot of effort into
selecting the right wines for our flights, reflecting the staggering growth of interest in
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news focus
JAPAN
12
Singapore cares
SINGAPORE
INDIA
Momentum
builds for Sri
Lanka team
Port people
VIETNAM
DREAM JOB:
Ikleela is
the only
permanent
CX staff
stationed in
the Maldives.
Island girl
Customer Services Officer Ikleela Hameed has the enviable
job of being the only permanent CX staff stationed in the
Maldives.
Its a job that Ikleela says hes proud and honoured to
hold.
I absolutely love my job. Ive always aspired to be in
aviation, she says. Airports are a place where you can
meet people from all around the world. And I love being
able to watch aircraft taking off and landing at such a
close distance.
Ikleela sees growing up in the Maldives as a mixed
blessing.
The Maldives is the archetypal island paradise,
although as a nation we face challenges as well, she says.
Since we have limited resources here, we have to rely
heavily on foreign aid. In five years weve moved from
being a third world country to a developing country, but
there is still a long way to go.
For the authentic Maldivian experience, Ikleela
recommends visiting during the Eid holidays, Independence Day, or National Day.
These are the times when the whole country is out
celebrating, and visitors will be able to experience our
indigenous customs and performances, she says.
Since working at CX, Ikleela has been grateful for the
opportunity to visit Hong Kong. I find it such an exquisite
city. People are so friendly and helpful just like my
colleagues at CX!
Amsterdam caterer
comes on top
AMSTERDAM
PHILIPPINES
ITALY
Natural linguist
Cooking up a
doggy treat
Assistant Manager Airline Planning Vivian Lee turns into a chef and
nutritionist when she gets home
after work, preparing tasty treats for
three special friends.
I prepare homemade food for
my dogs, Whiskey, Noodle and Mini,
every day, says Vivian. Some years
ago, Whiskey fell sick after eating
WOOF JUSTICE: Vivian, pictured with boyfriend Kenny, gives one of their
homemade treats a special birthday cake to their dog, Whiskey.
Nick Deal
General Manager People Development
1. Youve been at
CX since 2011.What do you like
most about it?
Hong Kong has been my home since
1992, so Im a long-term CX fan. I
enjoy the diversity of the team and
the friendly cooperative vibe. Also
that people are so proud of the airline
and want it to succeed. I see Cathay
like my beloved Liverpool FC a class
act but also an underdog up against
some ridiculously funded competitors. Yet we are still rated as the best
by the people that count I love that!
PEOPLE POWER: Nick Deal (second from right) with his People Development Managers
from left, Ronney Ngan, Christina Reis and Jesse Lui.
VETERAN RETIRES:
The Taiwan team
held a retirement
farewell party for
Marketing Manager William Ling,
with GM Patrick
Yeung thanking
him for 36 years of
service.
in Malaysia bade
HELLO, GOODBYE: The team
ager Melody Keung
Man
ntry
Cou
farewell to former
the job.
and welcomed Mar y Chan into
day
ONEWORLD FUNDAY: The one
show
road
d
oneteam oneworl
to
landed at Narita Airport in July
promote the alliance.
SPREAD THE WORD: CX made its presence felt at the Global Business Travel
Association (GBTA) tradeshow in Los
Angeles.
15
Mad dash
through
Madagascar
Travel
bites
n Winter wonderland
At the twomonth Harbin
International
Ice and Snow
Sculpture
Festival,
the regions
landscape is
transformed
by works of art and architecture made with
ice from the Songhua River.
Expect to be dazzled by the thousands of
pieces sprread between four primary parks
and amusement zones.
This years festival takes place in
Heilongjiang in China between 5 January
and 28 February.
Visit www.icefestivalharbin.com for more.
facilities, so we had to put up with smelly clothing (and tent mates) for seven days.
To save weight, meals comprised either
freeze-dried meals or instant noodles you
could say that the camp did not help much
with recovery.
However, it is amazing how ones body can
adapt to harsh environments.
At the start of each new day, our bodies
would feel good to go again for another eight
hours.
Every step became more and more painful
each day, but the pain also made us stronger.
It was a great feeling, magnified by the
stunning scenery and supportive locals who
cheered for us every time we passed by their
villages.
The locals lived a very simple life devoid of
electricity and fresh water supplies, but everyone had smiles on their faces.
Experiencing not having clean running water for seven days towards the end I actually
looked forward to river crossings reminded
me how fortunate I am to have a bed to sleep in,
unlimited running water to use, clean clothes
and an abundant food supply back at home.
Madagascar is definitely a place worth visit-
Snap happy
Flight Attendant Alex Budiman took this photo at La Sagrada Familia
in Barcelona, Spain.
The massive Roman Catholic church was designed by famous
Catalan architect Antoni Gaud, who left only less than a quarter of the
building completed up till his death at 73 in 1926.
If you only have limited time for your stay in Barcelona, then make
this uncompleted landmark the top of your itinerary, says Alex. Not
only is it the best interpretation of Gaudis brilliant vision and an
architectural challenge to construct, it is impossible to find another
church like this anywhere in the world.
Its anticipated completion date is 2026, the centenary of Gaudis
death.
Be sure to visit the church when the glorious sun rays burst
through the colorful stained-glass, Alex adds. Most importantly,
remember to book the entry tickets online to avoid the extremely long
queues. Standing under the glaring sun for a few hours is no fun at all!
Visit Alexs travel blog at travelwithoutborders.wordpress.com.
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