For study only

“I want to listen more to the customers. They’re not standing still and they’re also evolving, as is the company as a whole, myself too.”
“I always observe what the demographic of the passengers is – where they come from and what their habits are – and then on the trip itself I’ll look out for what we’re offering in terms of inflight entertainment, as that’s part of my personal career history.

“We always try to go beyond the call of duty to help our passengers travel well.”
 “I once had an experience on a flight when a stranger offered to hold my baby as she was crying. I didn’t want to disturb the other passengers and I was getting very stressed about it. For any mother it’s a difficult period. And even when I think about it all these years later I get very emotional.

"We shouldn’t aim for perfection but simply try to offer the right travel experience to all our customers.”
“The fact that I’ve been travelling so much and in so many different circumstances has made me realise that a perfect travelling experience doesn’t exist. We shouldn’t aim for perfection but simply try to offer the right travel experience to all our customers, something that is relevant to them and comes with a human touch.

“We could all learn a little more humility, work closer together as a team and be happy to take advice. That way we can provide even better in-flight services.”
“Dragonair is like a big happy family. I joined the company over twenty years ago and have worked with many different cabin crew over that time. My colleagues like to call my nickname Kaka, and on the ground or up in the air we’re all good friends. I think that bond between staff is integral to our service.

“The appreciation extends to everyone I work with, from the management right down to the person that’s cleaned the plane.”
“When I’m a passenger there’s a feeling of excitement and discovery. But as a pilot you’ve got preparation, responsibility, and clarity of thought. You’ve also got the appreciation for what you do and the importance of presenting yourself properly to the crew and to the passengers.

“I just want to understand more about our customers. I want to really know about them and improve their experience.”
“I know I can improve, and I want to. At the end of the day listening to our passengers is the most important thing in this respect.

Our vision is to be the world's best airline.
Being the best means that we always strive to excel in everything we do. Our dynamic team provides the highest quality service so that our customers are happy they chose Cathay Pacific.

The Art of A Cup of Tea
 

 
The flight started descending into Jakarta. A female passenger named Heidi fastened her seat belt, stowed the tray table, and put all the newspapers — along with an envelope — into the seatback pocket.