Passenger Experience FLYING ACROSS THE BLUE SKIES

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Passenger ExperienceFLYING ACROSS THE BLUE SKIES

• Presentation July 29, 2009
• GUST Logistics Forum and i-FUN
• (intelligent Friends-in-the- University Network)

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Agenda for TODAY

• Live link up with Dr Daniel Rust, the author of
  the book FLYING ACROSS AMERICA
• Sharing Passenger Experiences from GCC and Middle
  East students viewpoint from Kuwait
• Fear vs Love of Flying
• Distance and speed of travel matters in a
  logistics discipline
• Air Travel Transformed by the economics of
  pricing with reference to LCC ( Low Cost Carrier)
• Final Thought of i-FUN initiatives in Kuwait

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Who is Dr Daniel Rust

• Dr Daniel Rust is the Assistant Director, Centre
  of Transportation Studies, UMSL
• The book was in the making for several years and
  was based on his Ph. D. thesis under the same
  name FLYING ACROSS AMERICA The Airline
  Passenger Perspective
• The title of the thesis intrigued Philbert, the
  GUST faculty who met Rust during the summer
  fellowship of 2007.

• It echoed the theme of a project done by Philbert
  in Dubai Mens College (DMC), Higher Colleges of
  Technology under patronage of United Arab
  Shipping Company of Kuwait.
• 12 students from DMC wrote their experience on a
  containership m.v, Al Mutanabbi, Class 4 vessel
  carrying 4800 TEUs that plied (the logistics
  learners to 7 ports in Middle East and Europe to
  chronicle the SAGA OF THE SEA SINBADS OF DMC
• Philbert Suresh had an opportunity to work with
  Dr Ray Mundy, Director of CTS and Dr Daniel Rust
  who was extremely supportive of the research on
  INTERMODAL TRANSPORTATION Adapting Technology
  and Logistics Systems to the policy-making of
  Kuwat and GCC countries

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Modern Jet Passengers
Boeing 787 Dreamliner Not launched since
announcement two years ago. Bloomberg confirms
delay again
Airbus A 380 First commercial flight from
Singapore to Hong Kong 3 ½ hours 471
passengers- BLOOMBERG TV July 09

• PROFILE OF AN AIR TRAVEL PASSENGER
• 1 Jet set executive where speed and time matters
  most
• More on business like mission
• Executive always carried all electronic gadgets
• such as laptops, mobiles, audio, reading
  reports,
• amazonkindle and so on
• 4. Dining was simple and not elaborate but more
• caffeinated
• Dress code was more 0ften flouted in
• traveling esp. Long haul routes

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Fear of Flying

• According to the Federal Aviation Administration
  (FAA), during the past decade there have been
  three times that a year went by without a
  fatality on a commercial plane. More than 90 of
  airplane crashes have survivors. More people are
  killed every year by donkeys than by airplane
  crashes.

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FUN of Flying

• From the passenger checking in to take off and
  final landing all impact the quality of air
  travel demand for air passenger experience.
• Infrastructure of the airport and customer
  service can change this perception of value the
  cornerstone of flying
• Passengers want convenient schedule without any
  delay in reaching the destination.

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Alan Lamond Chairman of British Aviation Group

• It is very difficult to get mathematically
  robust data on what people think. Information is
  very anecdotal. We have found some key components
  that make up a good passenger experience, but
  there is no blueprint to pick up and roll out in
  every airport, as circumstances differ in so many
  ways (Putting Passengers First -
  arabianbusiness.com)

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Camel Milk Chocolate Passengers Taste
Preferences in Middle East

• The airport design impact customer experience
  positively but along with it is the range of
  goods and services that we broadly classify as
  duty-free airport operation
• Camel Milk Chocolate costs more than the regular
  ones and is sold as a specialty consumer product
  in Dubai Duty Free only and not in the stores or
  supermarkets outside
• The Camel Milk Chocolate is made by Al Nassma in
  Dubai, produces 100 tns per year and presentlyt
  exports to Saudi Arabia and USA ( Dubai One TV
  Report on August 3, 2009)
• (Basim Al Sharaf, Kuwaiti Passenger Traveling to
  Dubai for SCATA event on June 1, 2009)

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Hala Meet and Greet Customer Service are key
differentiators in Sharjah Airport

• Information overload is a real risk There are
  many messages about where to go, about luggage
  requirements, security information and so on.
  (Alan Lamond).
• Our airport attempts to make passenger flow
  smooth and hassle free by providing adequate
  passenger signage all over the airport direct to
  the people. Floor walkers are present in key
  areas to guide passengers and information desk
  are conveniently located. (Dr Ghanim Al Hajri,
  Director General of Sharjah International Airport)

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Flying Across AmericaQ A
New Aviation Trends

• Chapter discussion of the book
• Q1 Flying with the mail
• Q2 Tri-motor Era
• Q3 The modern airline
• Q4 War-time flying
• Q5 Atomic age swashbuckling
• Q7 Economy and Elegance
• Q8 Leaving on a jet plane
• Q9 The era of deregulation and
• 9/11

• T1 Under airport security, the passengers are
  frisked away for a body search
• T2 Seat bumping is more common no guarantee
  that you will travel safely to your destination
• T3 The Drones the Awacs populate
• the skies in the GULF region
• T4 Nuclear age with its peaceful use for energy
  purposes only
• T5 Airport compete for the traveler with
  aggressive marketing of duty free goods for
  customer satisfaction.- Dubai Duty Free is an
  outstanding success in airport operations
• T6 Air travel excitement is all done in the glory
  days prior 1980 only and today its safety of
  flying and reaching on time.

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GLF LODESTARS SUMMER 2009

• Alia Al Qatami GUST ID 1126
• Sherifa GUST ID3230
• Maryam Jassim - GUST ID3632
• Fatema Al Kharraz - GUST ID3617

• Hussein Bouhamad - GUST ID 3406
• Bahar Al Qattan - GUST ID 5640
• Mohammed Omer Al Johary - GUST ID5554
• Talal Al Bibi - GUST ID4515

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i-FUN initiatives in Kuwait

• Kuwait Logistics Conference December 2009
• Work Placement Through GLF Al Ghanim Group /
  Agility / KGL / KOC / ZAIN /Al Shaya Group etc
• Overseas Field Trip and Leadership Mentoring
  Programs in Canada and USA
• GLF Publications THE LODESTAR

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Thank you for your participation i-FUN
(intelligent Friends-in-the University Network )