Are the Beijing Olympics a lost opportunity for airlines?

Official logo of the 2008 Summer Olympic GamesImage via Wikipedia

The highly anticipated flying boom during Beijing Olympics is facing severe headwinds towards materializing. Even though some carriers like Singapore Airlines and airlines from the Middle Eastern are expecting demand to rise during the games, it is business as usual for most other airlines. In fact, many are initiating capacity cuts on flights to and from China in the weeks before the games. So, what went wrong?

High fuel prices result in flight cuts to China, regardless of the Olympics

As late as 2006, Chinese carriers like China Southern Airlines were openly upbeat about the demand for air travel during the Olympics, and frowning on Airbus’ inability to roll out the A380 in time for the air travel surge. In June 2008, barely two months from the Games, the Chinese carrier along with China Eastern Airlines, announced massive cuts in flights across its entire network .

US based airlines flying into China are singing a similar tune. US Airways won a hard fought battle when it secured rights to new slots between the United States and Beijing last year. Three months before the Olympic Games, it was requested the FAA for a one-year postponement to the inauguration of its hard-won Philadelphia- Beijing route, which recently approved. Similarly, United had asked for postponement to its San Francisco-Guangzhou inauguration.

These airlines have cited fuel prices as the main cause of cut backs. US Airways, for example, cited that the cost of operating the Philadelphia-Beijing route has increased exponentially from US$50 to US$90 million due to much higher oil prices. China Southern and China Eastern are also citing fuel costs as the reason for cutting back flights.

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Emirates A380 inaugural flight to JFK. Live coverage on August 1, 2008.

August 1, 2008 is bound to go down as a special day in aviation history. It was the first time the world’s largest passenger jetliner, the Airbus A380, started regular passenger service to the US. It all happened at the JFK Airport in New York City, and we were there to catch it Live!

These are the photos and videos taken Live! at JFK Airport . 

Emirates A380 gets a water canon salute at JFK Airport – a historic moment

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Brand Journeys: Delhi to Singapore on Jet Airways, the “best Indian airline flying international”

Key Flight Facts

Airline: Jet Airways
Travel purpose: Moving to Singapore to begin college studies
Departure from: Indira Gandhi International Airport, New Delhi, India
Arrival at: Changi International Airport, Singapore
Date of travel: 27 July 2008
Contributor: Shitij Nigam
Flight rating: 8/10

Image courtesy Flickr user Guido Haesevoets
Image courtesy Flickr user Guido Haesevoets

Check-in

The check-in was process was swift and painless, and partially so because the airport was slightly empty (morning flights not exactly being the craze). The airport staff were also familiar with my Students Pass, something I’d been worried about previously, as to whether or not it would end-up causing unnecessary delays. The Jet Airways staff at the baggage check-in counter was nice enough to ask me about my college and course (and I was nice enough to explain. In detail.)

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Experience Cathay Pacific without stepping on the plane

Cathay Pacific Aiways has come up with a brilliant initiative to allow prospective customers to experience their new cabins online. Dubbed “try before you fly”, web surfers can choose between having a male or a female guide, and then choose between the First, Business or Economy class. The best part is that they can either choose to be “shown around” by the guide, or explore the photo-realistic interiors themselves.

Try before you fly

Once a surfer is in a particular cabin, he or she can test out the different conveniences in the cabin with the click of a mouse – and these include common activities like working on a laptop and going to sleep. When doing the latter, the seats recline fully and cabin lights are dimmed. One can also walk around the plane and explore different cabins. When that’s done, one can step into the flight simulator and choose to experience landing at one of the many international airports Cathay Pacific flies to – including New York JFK and Hong Kong. As if that’s not enough, surfers can even enter a competition to win business class tickets to Hong Kong to try out their real flight simulator. How sweet is that?

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Air New Zealand’s in-flight concierge has all the answers in the air

Image via Wikipedia When airlines across the world are cringing due to rising costs and reacting in a knee-jerk manner, hurting both employees and customers, Air New Zealand (ANZ) has taken a bold step in customer service practices and introduced an in-flight concierge on board. The concierges will commence their new roles flying the airline’s … Read more

Kulula.com lures South Africans with authentic advertising

Kulula.comImage by Steve Crane via Flickr

Simple and sincere expectation setting can go a long way in inspiring new customers to try a new airline. Kulula.com was the first low cost carrier in South Africa, starting operations in 2001. Since the beginning, it has captured the hearts and minds of South African travelers by bringing out the authenticity of the brand and then living up to their word. Kulula means “easily” in the Zulu language and its advertisements are known for their quirky, almost slapstick-type humor, which never show an aircraft or air hostess. They focus on local flavor and humor, showcasing real people, with whom their customers can relate to.

Advertisements featuring You

TV viewers and billboard gazers have been treated to images of South Africans from all walks of life dressed up like kulula.com “fans,” complete with capes and propeller beanies, ready to take to the skies. Most of these ads feature the kinds of people who are the absolute antithesis of the jet set: the mishmash of sorts one might see waiting for a bus or shopping at Walmart. Through these, most South Africans saw an honest representation of themselves, and logged on to book tickets that were substantially cheaper than those offered by the incumbent South African Airways.  Within a year, kulula.com had become the country’s biggest online retailer and still holds the position.

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Southwest Airlines’ President Colleen Barrett confirms in interview that happy employees make a great brand

Knowledge@Wharton recently featured an interview of Colleen Barrett, the outgoing President of Southwest Airlines. Among the many gems of wisdom she shared about running the most profitable airline in the US, something that stood out was the emphasis that the company was created to serve employees first, and then customers. It may seem normal, but … Read more

Best lessons in customer service for airlines from Ritz-Carlton

Most airlines are squarely putting the blame for their woes today on fuel costs. Many are doing everything they can to cut costs by removing any little amenities they offered to passengers – from pretzels to in-flight video – and starting to nickel and dime them for any remaining amenities. But it is in times like these that airlines that take care of the customer – even relatively better care – will stand to gain not just a profitability edge over their competitors but also brand loyalty.

Given the circumstances, why not learn from the best in the hospitality business – The Ritz-Carlton hotel group. Not only is Ritz-Carlton known for service excellence, looking closely at their service credo and mission, you’ll realize that most of what makes them admirable doesn’t cost a bomb.

The best customer service in the world is free!

All Ritz-Carlton staff carry a laminated card in their pockets, which has on it the company motto, “Three steps of Service” and “The Employee Promise”. Contrary to the usually hard-to-decipher corporate speak, these are actually very easy to follow and implement. Even if airlines adopt the Ritz-Carlton credo, “We’re ladies and gentlemen serving ladies and gentlemen”, their service would improve by leaps and bounds. Simply put, treating customers and peers with utmost respect (like ladies and gentlemen) will create an uplifting experience for everyone.

After treating everyone with respect, if airline staff can incorporate Ritz-Carlton’s “Three steps of service” into their daily routines, they would be winning many more hearts. The first is using a personal, warm and sincere greeting. This really does wonders. Anticipating and addressing guest needs leaves an indelible impression on the customers’ minds for a long time. Lastly, giving them a personalized, warm farewell will ensure that they remember their last moments on the flight with a smile.

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Malaysia Airlines’ blog may do wonders for the brand

Few airlines are known to have embraced the latest technologies to connect with their customers – specifically blogs. Southwest’s “Nuts about Southwest” is probably the only prominent blog by an airline that comes to mind. Now, Malaysia Airlines has opened up and started a blog named “Living Malaysian Hospitality“, or Living MH for short – … Read more

Travel+Leisure ranks Singapore Airlines, Emirates and Thai Airways as the best in the world

Another ranking, another familiar (and not so familiar) story. This time, Travel+Leisure ranking of World’s Best international airlines ranks Singapore Airlines at the top, followed by Emirates – which climbed a notch, and Thai Airways as the third, which climbed two notches. The surprise entries in the top few airlines here are SilkAir – Singapore Airline’s regional wing – and Air Tahiti Nui. It’s surely a proud moment for those at Singapore Airlines and SilkAir to have both the airlines among the world’s best. Air Tahiti Nui is in the Top 10 for the first time, so quite an achievement for them as well.

Best Airlines for 2008

All rankings like these tend to bring out certain unique nuances about the airline industry. Here are some interesting observations.

  1. These rankings are attained by surveying readers of the Travel+Leisure magazine, who’re serious holiday-makers. Hence, the inclusion of “holiday-destination-heavy” airlines like SilkAir and Air Tahiti Nui should be taken with a pinch of salt. Moreover, the fact that other established holiday airlines like Thomas Cook and Condor are not included in this ranking should send some signals back to their headquarters.
  2. The fact that there is hardly any overlap between these rankings and airlines that won the Freddies – ranking of the best frequent flier programs – reflects that most of the fliers who’ve participated in this survey are not frequent fliers. So does that mean that this ranking should carry less importance than others? Probably not. It just reflects the preferences of a different segment of travelers.

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