HONG KONG WINNER - Cathay Pacific

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10 WHAT I DO Peter Langslow, General Manager Cargo Services What is the main part of your job? The job of Cargo Services is to deliver the world’s highest standards of safety as well as operational and service excellence, and my role in this endeavour is to direct, support and challenge the teams in Cargo Services, in Hong Kong and around the world. An important part of the job is to ensure we prepare and adapt well to the changes we face – new aircraft types with the Dash-8 freighter, new systems with the ALPS freighter load control system, the new Cargo Terminal opening at HKIA in 2013, the transformation from paper to e-freight, and the constant regulatory changes impacting safety and security and customs. What is your training/ background? A history degree a long time ago! And 26 years with CX, of which 14 have been in outports, and the last seven in other service and operational areas. What do you like best about your job? I like the fact that operational and service quality is so central to what we do as an airline; and that this is as true in cargo as in the passenger side of the business. It’s all about people – and we have a great team at CX. The fact that the effect of what we do (for better or worse!) is immediately apparent in the performance results we obtain, so the feedback loop is always there. And it is never boring! What is the most challenging part of your job? We operate in a vital and complex, but constrained, part of the business. The task is always – and inevitably – to achieve higher standards, but we do not have limitless resources. People who have worked with me before know that I manage by asking basic questions. I try to build for myself a comprehensible mental model of how things work and why, and then challenge the team to consider new or alternative approaches that may be worth exploring. Briefings help outports get PSS-ready Staff from outports have been taking advantage of a series of briefings being conducted by the PSS team to clarify details of their role during and after the cutover. Programme Managers Sonja Nigmann and Robert Weider have conducted briefings in Tokyo, Singapore, Vancouver, London, Colombo, San Francisco and Sydney. Taiwan, Korea and Hong Kong-based staff were briefed in Hong Kong, while China staff were briefed in Shanghai and Beijing in Putonghua. “We had a goal to reach 90% of the PSS coordinators around the world, which is over 140 people. We achieved that goal and at times even had General and Country Managers showing up for the briefings wanting to learn more,” says Robert. The team is using the briefings to demystify the PSS coordinator’s role and to ensure they are feeling comfortable. “We want the coordinators to fo- Japan recovery on course Osaka the star performer as passenger numbers get back on track Traveller numbers between Hong Kong and Japan have recovered since the March earthquake, with routes back in full service and positive passenger growth recorded for the first time since the disaster. “In November, all our Japan routes except Tokyo surpassed their revenue performance of last year,” says General Manager Sales, Pearl River Delta & Hong Kong Chitty Cheung. “Positive growth for passenger numbers was recorded for both October and November,” she adds. The Osaka route has emerged as the star performer, with Marketing & Sales Manager Japan James Evans saying revenue from the Osaka route for the year to date is well above 2010. cus on getting the staff trained up and ready and on support during the cutover, rather than focus on what is beyond their control,” he says. “As we’ve gone around, we’ve gotten a better idea of what the real concerns are in the outports and we have been able to address them in follow-up presentations and through the FAQs that are available on the PSS Coordinators Sharepoint,” Sonja says. “So the questions have moved on from ‘what and when is the cutover?,’ to asking specific questions on how the systems will work during and after cutover. Ports have a good grasp of what their own actions will be during the process so their bigger concerns are around the system support,” she adds. After the London briefing, Passenger Services Officer/Airport Trainer Andrew Franklin said it was good to have the Europe staff together to “The disaster had a different impact across Japan, and Osaka was relatively less affected than other cities such as Tokyo,” says James. “In fact, there were many cases of companies moving offices temporarily to Osaka,” he adds. James says a quick rebound in Tokyo, which is CX’s biggest market in Japan, would be important to the overall market recovery. “While Economy Class showed a dip, revenue from the front end grew from April to September, with August and September proving to be particularly strong,” he says. James attributed Japan’s quick recovery to a string of promotional campaigns that helped rebuild demand for Japan, including the two CX initiatives – “We Love Japan” and LEARNING CURVE: Robert and Sonja (front left) answer questions from staff during the London briefing. learn from each other see what status everyone was at. “It helps us be more prepared as a team,” he said. Manager on Duty – Singapore “Hong Kong Style” – as well as media familiarisation trips and Getaway Surprise! packages, which all helped to stimulate the demand for travel. Moving forward, CX will operate extra sectors to Sapporo and Osaka over Christmas. Chitty foresees that Osaka will continue to lead the race among Japan routes, and expects Tokyo to remain relatively weak over the festive season. “This year, the most popular Christmas holiday destinations for Hong Kong people are Korea, Taiwan and Southeast Asia,” says Chitty. “Some of the Tokyo demand has been shifted to other regional destinations over Christmas.” Jeyanthi V, said: “Overall, the briefing was very fruitful as the group was small and more interactive. We also had the opportunity to exchange ideas and learn from each other.” Celebrating a landmark moment for a great engine The Cathay Pacific Group is now the world’s biggest operator of the Trent 700 engine produced by Rolls-Royce and, on 14 November, CX took delivery of the manufacturer’s 1,000th engine. The airline group currently operates 48 Trent-powered A330-300 aircraft and has another 19 on firm order. The 1,000th engine will be deployed on the airline’s A330 fleet of passenger aircraft. Engineering Director Chris Gibbs joined Rolls-Royce Chief Operating Officer – Civil Aerospace Eric Schulz and Airbus A330 Chief Engineer Christian Favre at a special ceremoy for the handover of the 1,000th engine. Chris (pictured left with Eric) says the product has been a success story for CX. “The Trent 700-powered Airbus A330 is a world-beating engine-airframe combination that has achieved success as a result of its excellent commercial performance and passenger appeal over short- to medium-range missions. The Trent-powered A330 will go down as one of the most successful aircraft of all time,” he says.
Airline gets ready for EU emissions scheme CX ready for 1 January start despite opposition to the scheme Departments throughout Cathay Pacific are getting ready for the implementation of the European Union Emissions Trading Scheme (EU ETS) which starts on 1 January. From that date, all flights arriving and landing in the European Union will be part of the scheme and all carbon dioxide (CO 2 ) emitted by airlines will need to be covered by a carbon credit. CO 2 emissions are based on the amount of fuel burned, with CO 2 calculated as 3.15 times more than fuel. How does the emissions trading scheme work? Emissions from the airline industry will be capped by 97% in 2012 and 95% in 2013 to 2020 based on the industry’s average 2004-2006 emissions in Europe, which is roughly around 220 million tonnes of CO 2 . Free allowances known as EU aviation allowances (EUAAs) will be given to airlines, which will total 85% of capped emissions in 2012 and 82% in 2013 to 2020. Free allowances were allocated based on an airline’s share of the total tonne kilometres of airlines operating to the EU. The rest will be auctioned by EU states; while in 2013 to 2020, 3% will be set aside for new airlines operating into the EU or those considered as “fastest growing” airlines. Exemptions will apply to airlines operating fewer than 234 flights for nine months, that emit less than 10,000 tonnes of CO 2 each year, or that are obligated to be part of a similar emission trading scheme in their own country. Airlines that emit more than the free allowances given to them will have to buy from the open market. Only United Nations or EU-approved carbon credits are allowed for use. Why is the industry against the implementation of the EU ETS? IATA does not support regional emission trading schemes, instead Crew spy retail opportunities Alongside their formidable sales skills, the CX and KA teams attending the annual inflight retail gathering ISPY 2011 also showcased their singing and dancing talent. Every year, cabin crew from different airlines gather at the Inflight Salesperson of the Year event (ISPY) to train and compete with the aim of creating the best inflight sales culture possible. This year’s ISPY was held in Brighton in the UK from 14-18 November with 83 cabin crew from 42 airlines attending, including CX Flight Attendants Joyce Chen, Peggy Ho and Raynard Khor. The participants took part in seminars, training workshops and met with suppliers over the four days. “It was an inspiring and life-chang- Year 2012 Year 2013-2020 85% 15% Note: Total EU Aviation Emissions Emissions Cap in 2012 (97%) Free allowance Auction Free Allowance Auctioned Allowances ing experience,” says Joyce. The team’s hard work paid off at the award ceremony on the last night of the event with Raynard winning the gold award in the “Sales Generating PA” category while Peggy received silver in the “Product Merchandising” category. “I have learnt so much about inflight sales services from this programme and grown to be a much better person,” says Raynard. The three then teamed up with the Dragonair participants to perform in the “ISPY’s Got Talents” competition. The group’s song and dance number combined a safety demonstration, a showcase of some inflight sales products and the new uniform, all while dancing to Robbie William’s Feel and Justin Bieber’s Baby. SALE TIME: The CX and KA teams celebrate a successful ISPY. 82% 15% advocating a global scheme that takes into account the global operating nature of the industry. The industry also believes the EU has no jurisdiction on flights outside EU borders; that ETS is inconsistent with the provisions of the Chicago Convention; and money collected from auctioning does not have to be allocated to environmental projects. How has Cathay Pacific prepared for the 1 January start? Head of Environmental Affairs Mark Emissions Cap in 2013-2020 (95%) Free allowance Auction 3% as “special reserve” Watson says: “Despite our strong public opposition to the imposition of the EU ETS to non-EU airlines due to concerns over competitive distortion and lack of environmental benefits which will arise, we have complied fully with the scheme and have been working on ensuring that we are prepared for the onset of emissions trading. “We are also committed to working towards the goal of achieving a global deal to address international aviation emissions,” he adds. 11 n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n Briefs n Thai appeal raises HK$1.2 million A company appeal to help those affected by the devastating floods in Thailand raised almost HK$1.2 million. A month-long fundraising appeal was launched on 1 November, with the company matching every dollar donated by CX and KA staff – HK$548,011 and HK$51,642 respectively. All proceeds will go to Hong Kong Red Cross, which is working with the Thai Red Cross Society to assist the relief effort in Thailand. 2,500 Fan blades have been replaced on the CX and KA Trent 700 fleet. n AA ‘business as usual’ American Airlines remains an active oneworld member while it undergoes court-supervised restructuring. The group took the step voluntarily last month to “achieve a cost and debt structure that is competitive in the airline industry so that it can continue delivering a world-class travel experience for customers”. The US carrier’s membership of the alliance continues unaffected, with its normal flight schedules operating, tickets and reservations honoured as usual, and the AAdvantage frequent flyer programme continuing as before. More information at www. aa.com/restructuring n New Pedal Kart dates announced The Pedal Kart Grand Prix is now taking place on 11-12 February at Victoria Park in Hong Kong. Those interested in participating either as pedallers or helpers can contact Ivan Li (ENGITL) or Katie Man (ENGKYM). n Inflight sales record Inflight sales reached a peak in October with year-on-year growth of 7.1% to set a new monthly record. For the first 10 months of the year, sales climbed by 17% compared to the same period last year. “Our success would not have been possible without the support of the entire cabin crew community,” says Aldric Chau, Assistant Manager Inflight Sales Operations. n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n n
Page 1 and 2: WIN A 747-8F MODEL! 10 die-cast Das
Page 3 and 4: Many challenges, more opportunities
Page 5 and 6: Expansion in view Asia Miles target
Page 7 and 8: itor body, the ICAC. Following thei
Page 9: eried Hong Kong Trader as it enters
Page 14 and 15: 14 Laying down foundations in Yunna
Page 16: 16 The hills are alive Customer Rel

HONG KONG WINNER - Cathay Pacific

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