Gulf Air Manager Customer Care and Service Monitoring Kavita Sharma Al Jassim has been elected as a board member of Worldwide Airlines Customer Relations Association (WACRA), an international body of airline customer relations professionals representing the worldwide airline industry.
Ms Sharma is the first Arab woman to be selected to the board and joins an elite group of seven other senior international airlines executives of the board, who represent KLM Royal Dutch Airlines, SAS Airlines, Atlantic Southeast Airlines, Air France, Continental Airlines, Delta Airlines and Olympic Airways.
"It is a great honour for me, as a representative of Gulf Air, to serve on the board of WACRA," she says.
"The appointment comes at the right time when the credibility of the Middle Eastern airlines is being doubted. The WACRA is a non-political, non-business-competitive forum and I will strive to use every opportunity at the forum to restore confidence among WACRA members.
"In today's competitive world, no airline can afford to ignore customers' complaints but when their problems are solved quickly, courteously and thoroughly, they will be more convinced than ever and will be inclined to give their continued patronage. To that end, it is vital that airline professionals are aware of current resources, ideas, issues, trends, policies, and laws which can directly affect the quality of customer interaction and settlement decisions. WACRA is a forum where members will be able to share and exchange ideas and new knowledge on these issues."
Ms Sharma has been with Gulf Air for 18 years. Daughter of a retired diplomat she joined Gulf Air as a cabin crew and then moved to customer relations, which she currently heads.
WACRA is a 60-year-old worldwide organisation of air transport professionals dedicated to providing value to respective companies, partnering with each other to share best practices and discuss industry trends, and offering our customers the very best in service recovery.
It also co-operates with the Air Transport Association (ATA) and the International Air Transport Association (IATA).
An annual WACRA conference is held and all delegates attend workshops and key speaker programs. Speakers are drawn from governments, international and industry associations, legal firms specialising in air transport issues, regulatory agencies, as well as consumer specialists. This enables delegates to exchange ideas, information and experiences with acknowledged leaders.
About Gulf Air
Founded in 1950, Gulf Air is presently owned by the Kingdom of Bahrain, the Sultanate of Oman and the Emirate of Abu Dhabi and is the only truly Pan Gulf carrier in the region.
More than half a century later, the regional, geographic and cultural values that the airline has embraced over more than half a century are still central in defining the brand and service ethos within the contemporary and global environment.
Today the airline’s network stretches from Europe to Asia and covers 44 cities in 30 countries. The fleet comprises 34 aircraft.
Under President and Chief Executive James Hogan, the successful implementation of the first phase of a restructuring programme, which commenced in 2003, has resulted in the establishment of a platform for sustained commercial operation.
It has also provided a framework for a succession of innovative products and services including the unique Sky Chefs and Sky Nannies that form part of Gulf Air’s ‘boutique airline’ vision.
The dramatic turnaround in fortunes has won international recognition. The Centre for Asia Pacific Aviation (CAPA) presented the airline with the prestigious Airline Turnaround of the Year Award for 2003. Gulf Air was also the recipient of the 2003 Platinum Award for the Best Airline in the Middle East and North Africa, which recognised the airline’s commitment to service excellence. Other awards include:
Winner – Middle East Leading First Class Airline, World Travel Awards 2005
Winner – World’s Leading Airport Lounge, World Travel Awards 2005
Winner - Middle East & North African Platinum Best Airline Travel Award 2004
Winner - Skytrax Most Improved Airline Award 2004
Winner - Skytrax Best First Class Onboard Food Category 2004
Winner - Skytrax Best Business Class Check-in Category 2004
Official Airline and Sponsor of the Gulf Air Bahrain Grand Prix 2006
