Hogan opens WACRA conference with call to promote excellence in customer relations

The conference promotes the free exchange of ideas among airlines to promote excellence in customer service.
In his opening address James Hogan told delegates: “I’ve been a WACRA true believer for a long time. The reason I believe so fervently in this organisation is because it enforces the primacy of the customer in all that we do.”
“This is the 52nd annual conference. The longevity of WACRA is a reflection of its respected place in the airline world
“I believe that when Etihad customers present themselves at our check-in counter, the clock starts. As the world’s fastest growing airline, now serving 66 destinations globally, Etihad is striving for customer service perfection from kerb to kerb
“Those of us involved in WACRA know it serves the best interests of the aviation industry for all carriers to strive for that. We don’t just want to squabble over an existing customer base, in a race to the bottom. We want more people to fly and to enjoy flying.”
Each year, an airline hosts and sponsors the conference. This year, Etihad Airways is the major sponsor. The conference is taking place over three days at Yas Hotel, overlooking the Yas Marina F1 Circuit, which next month will host the 2010 F1 Etihad Airways Abu Dhabi Grand Prix.
Previously, as CEO of Gulf Air, Mr Hogan agreed to host the 2006 conference in Bahrain and was also involved with WACRA during his time at bmi British Midland.

The conference is under the Chairmanship of Ms. Kavita Sharma Jassim, Senior Manager Customer Care & Service Quality Control at Bahrain’s national carrier Gulf Air.

Dedicated to promoting and encouraging a free exchange of ideas and methods for global airlines to provide a consistently high level of customer service, WACRA has now completed 63 years of its service with 51 conferences hosted by over 40 airlines in cities all over the globe.  

Jassim said “Customers have become more discerning these days and their travel preferences and needs keep changing. It is, therefore, imperative that the secret to success lies in our ability to surprise and delight our existing customers and attract new ones. Now is the perfect time for us to focus not only on the quality of service we offer at every customer touch point, but also on tackling and resolving service-related issues proactively   when things go wrong.”  

She continued, “Reflecting this tone, this year’s conference theme, ‘ Ahead of the curve ’ focuses on proactive strategies for winning customers and retaining them. What can be more fitting than holding this event in Abu Dhabi, representing the Middle East - the fastest growing region in terms of air travel- and sponsored by Etihad? All the more, it gives me immense pride to be the first woman chairperson of this global body, coming from Bahrain, home to region’s pioneering airline Gulf Air.”