Bahrain’s national carrier, Gulf Air, held an official awards ceremony honoring a number of its staff today – the result of the airline’s recently launched 2012 staff appreciation programme.
The programme encourages the airline’s Falconflyers to recognize customer service excellence by nominating Gulf Air team members who demonstrate exceptional customer service at any stage of their journey. The official awards ceremony saw six Gulf Air employees awarded for their high level of service.
Gulf Air Chief Services Officer, Mr. Marcus Bernhardt said “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.”
“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” concluded Mr. Bernhardt.
Gold or Silver Falconflyers will receive a staff appreciation voucher and all they have to do is to fill in the name of the Gulf Air staff and hand over to any Gulf Air staff member they meet either onboard or in the ground. The staff member with the highest number of nominations every four months will receive a prize in recognition of his/her outstanding performance, with a grand prize being awarded at the end of 2012 for the staff member with the most nominations overall for the entire year.
Gulf Air’s services division has achieved some significant milestones in recent months; Gulf Air cabin crew won the ‘Inflight Sales Person of the Year’ Award, previously won by Gulf Air in 2004 and 2008, in November 2011. More importantly, Gulf Air received an ‘excellent’ rating in the annual IATA customer satisfaction survey. Gulf Air was also chosen as the best airline for promoting corporate social responsibility in the aviation industry at the fifth annual Aviation Business Awards (ABA) in Dubai, and most recently won the “Family Friendly Airline Award 2012”. The airline has also seen 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 revamped Falconflyer programme offers new features and a host of generous benefits and incentives for all three categories of the programme’s card holders. For instance, Gold, Silver and Blue members get three free economy tickets to the GCC and Middle East region when traveling once to Manila on Falcon Gold.
Other advantages of the programme include the best redemption rates and the best miles earning system for a premium class in the GCC and Middle East region, special online booking bonuses, a generous baggage allowance, three years miles validity, unlimited lounge access, priority baggage handling and guaranteed seats among many other benefits that will make the traveling experience more enjoyable and rewarding.
Enrolling in the ‘Falconflyer’ programme can be done by filling out a membership application form available on the airline’s website www.gulfair.com and further information can be found both on the airline’s official website and via Gulf Air’s World Wide Contact Centre at 17373737.