‘Our Main Objective Would Be To Retain Optimum Quality In Service’

Abdulla Nasser Abdulla, vice-president - India and Nepal, Emirates winner of the ‘Best West-Bound Airline from India’ for the second consecutive year talks to Charmaine Fernz on the what it takes to be a winner..

What does the award mean to you?

The award means a lot since it reflects our commitment to the Indian market and proves that the Indian travel trade and travelling public have recognised our efforts in providing the best standards in terms of quality and service. Emirates' efforts here have been directed at delivering to the global Indian traveller the best standards in service that he/she could aspire to anywhere in the world. This award ultimately underlines the consistency in our service which has won us over 250 International awards since it's inception.

What according to you is the secret of your success?

Rigid quality control procedures, constant monitoring of standards and innovation in all our products and services. Anything that can bring about even a marginal improvement in the quality of service that is provided to our passengers. Ultimately, all our efforts are directed at helping our passengers enjoy their journeys as much as their destinations. This is a culmination of all aspects of our service be it - in-flight service, cuisine, entertainment, cabin lighting and seating all of which combine to deliver a very satisfying experience. It is this experience that we are selling not just a transport service.

Emirates was the first airline to introduce in-flight entertainment in economy class and currently has the largest personal video screens in first and business class on our state-of-the-art A340-500 long haul aircraft.

How do you plan to retain this success?

As mentioned above, we already have a rigid quality control procedure in place. However, having said that we will strive to earn this respect for a third consecutive time next year. A closer look at assisting our channel partners who have supported us throughout as well as addressing the needs of our customers directly and more quickly. Improving channel communication through newsletters, workshops and events we will aim to remove any ambiguity in our service. Further innovation in our products and services by creating value through special offers for our passengers and public. Apart from this, our main objective would be to retain the eye for quality that we feel the mature Indian traveller is capable of today.

What is Emirates future plans?

Emirates has announced plans to launch four new destinations next year namely, Seoul, Hamburg and Geneva as well as Seychelles in January next year. We also plan to launch double daily services to Birmingham in summer next year. Apart from this, Emirates continued its sponsorship interests in sport following the recently announced largest sponsorship in footballing history of Arsenal football club the current league Champions. Emirates will also continue to add to its growing fleet of passenger and freighter aircraft next year.

The Evaluation Criteria

The award for the ‘Best International Airline East-Bound from India’ was evaluated on the following criteria's:

• The number of scheduled flight services (landings plus takeoffs) at Indian airports between 1st April 2003 and 31st March 2004 that would the number of include direct flights and through flights.
• Number of destinations serviced from India through the airlines operations (as on 31st March 2004)
• Number of ticket sales counters (excluding GDS) in India
• Total seat capacity out of India between 1st April 2003 to 31st March 2004
• Load factor wherein ratios and an annexure of details were provided to support the calculations.
• Total number of employees (excluding contract) working for the airline in India (as on 31st March 2004)

In addition to the above, all financial statements submitted were certified by the Chartered Accountant of the nominee.

The award for the ‘Best International Airline West-Bound from India’ was evaluated on the following criteria's:

• The number of scheduled flight services (landings plus takeoffs) at Indian airports between 1st April 2003 and 31st March 2004 that would the number of include direct flights and through flights.
• Number of destinations serviced from India through the airlines operations (as on 31st March 2004)
• Number of ticket sales counters (excluding GDS) in India
• Total seat capacity out of India between 1st April 2003 to 31st March 2004
• Load factor wherein ratios and an annexure of details were provided to support the calculations.
• Total number of employees (excluding contract) working for the airline in India (as on 31st March 2004)

In addition to the above, all financial statements submitted were certified by the Chartered Accountant of the nominee.

The award for the ‘Best Domestic Airline’ was evaluated on the following criteria's:

• Gross Revenue from Operations (These receipts pertained to only the entity mentioned above and from passenger and freight operations and did not include receipts from other ancillary business. It was for the period 1st April 2003 to 31st March 2004)
• Number of aircraft in service as on 31st March 2004.
• Number of destinations serviced as on 31st March 2004.
• Number of flights operated as on 31st March 2004.
• Number of new connections added within India as on 31st March 2004.
• The ratios with an annexure of details supporting the calculation were provided on Revenue per passenger kilometre, load factor and average fleet age.
• Net Profit/(Loss) after tax from domestic operations last fiscal year was provided in Rs.
• Total number of employees (excluding contract) in the airline's service as on 31st March 2004.

In addition to the above, all financial statements submitted were certified by the Chartered Accountant of the nominee.