Worldwide Airline Customer Relations Association (WACRA) Chairperson and Gulf Air Senior Manager Customer Experience, Mrs. Kavita S. Al Jassim, along with WACRA board members and delegates from over fifty airlines recently participated in the 2014 WACRA Conference held in Auckland, hosted by Air New Zealand.
The theme for this year’s conference was “Changing Landscapes” and, speaking at the event, Mrs. Kavita S. Al Jassim discussed navigating towards new horizons in Customer Care, the importance of proactive management and the developments made by Bahrain’s national carrier in that regard. “It is more critical than ever, today, to be able to leverage your interactions with customers, deliver customized service solutions and thereby improve customer retention and personalize your overall service offering. This is Gulf Air’s customer care vision and one that we aspire to achieve by focusing on redefining best practice across all the airline’s customer touch points.”
The 2014 WACRA Conference was attended by industry leaders and customer service professionals in addition to hosting Mr. Micah Solomon, a popular speaker and consultant on building bottom line growth through customer service. Additionally, topics on changing the narrative on passenger rights, FFP and Social Media were presented by Mr. Chaitan Jain who represented IATA. WACRA is a world-wide organization of air transport professionals dedicated to promoting and encouraging a free exchange of ideas and methods to provide a consistently high level of customer service since 1946. This has become the forum to share and benefit from each other’s customer relations and service experiences and issues. It also co-operates with the Air Transport Association (ATA) and the International Air Transport Association (IATA).
The WACRA Board, under the Chairmanship of Mrs. Kavita Al Jassim, has Dan Thompson from United Airlines, Neville Gillett from Air New Zealand, Mostafa Karam from Emirates Airlines, Sami Maenpaa from Finnair and Heidi Gould representing Delta Airlines as Board members.