Service excellence remains key to success in Middle East business aviation
Shane O’Hare, President and CEO of Royal Jet, the Abu Dhabi-based international luxury flight services company, identified service excellence as amongst the main ingredients of a successful business formula in the Middle East’s business aviation industry.
In addition, O’Hare emphasized the importance of having highly trained professionals throughout the organization who consistently put the customer at the core in the delivery of its products and services in order to make business aviation safe, efficient and reliable.
Speaking at ‘The Future of Business Aviation’ conference in Bahrain earlier this week, held under the patronage of the Kingdom of Bahrain Civil Aviation Authority (CAA), O’Hare, said: “Customer Service has been a critical and vital component of Royal Jet’s service DNA and having a service culture enables one to build a strong brand.
“We have been able to consistently raise the benchmarks for the industry and this is reflected in the host of regional and international awards we continue to receive.
“Our service pedigree, of course, comes from our VIP and Presidential Flight heritage but it is our highly trained individuals who make the difference. Service is not just about what happens in the air but also providing bespoke operations from maintenance to flight operations to ground operations. The customer must remain at the very core of everything we do,” he added.
O’Hare was amongst the event’s key speakers as he made a presentation on the ‘Latest developments faced by Business Aviation within the Middle East and globally’. Other keynote speakers included Ali Al Naqbi, Founding Chairman, Middle East Business Aviation Association (MEBAA) and Captain Abdulrahman Al Gaoud, Undersecretary for Civil Aviation Affairs, Bahrain.
The conference provided valuable update on the latest trends and regulatory issues within the Middle East business aviation market, and other issues that were discussed included the gray market, pricing and addressing the needs of customers from the Middle East market.
Touching upon the issue of operators who come to the Middle East market seeking quick returns and an easy existence, O’Hare warned that they do so at their peril.
“There is no magic formula in business aviation. Companies which invest in their business – and their customer’s needs, will continue to outlive those that have aimed to ‘revolutionise’ the industry simply by offering a cheap price. Operators seeking quick gains soon realized that paying for market share with low prices is a short-term and short-sighted strategy,” O’Hare told conference participants which included providers, users and others working in the business jet sector.”
Citing Royal Jet’s own track record of continued growth and award-winning service excellence that enabled the company to weather the economic recession, O’Hare mentioned that its strategy included an extension of its core services, ambitious fleet planning and aircraft acquisition, new partnerships, extension of its geographic footprint and formulating innovative products.
“Additionally, one of the cornerstones of Royal Jet’s success has been the support of strong, committed shareholders like Abu Dhabi Aviation and the Presidential Flight Authority with a highly experienced board under the leadership of His Excellency Sheikh Hamdan bin Mubarak Al Nahyan that has enabled us to create policies that weather all storms,” O’Hare said.
“We are also fortunate to be working within the framework of the Abu Dhabi 2030 plan. The vision and foresight of the Abu Dhabi leadership under the guidance of His Highness Sheikh Khalifa bin Zayed Al Nahyan and His Highness Mohammed bin Zayed bin Sultan Al Nahyan continues to promote the aviation sector as a cornerstone of the development of Abu Dhabi,” O’Hare concluded.
Royal Jet is an award-winning international luxury flight services provider headquartered in Abu Dhabi, the capital of the United Arab Emirates (UAE). It is jointly owned by Abu Dhabi Aviation and the Presidential Flight Authority or PFA, the royal flight service.