Turkish Airlines Annual Report 2010

5326

5,326 Cabin Attendants
The number of cabin attendants employed by Turkish Airlines increased by 35.6% and reached 5,326 in 2010.

Passengers discover traditional Turkish hospitality on Turkish Airlines flights.

Taking the approach that “the world is our home and you are our guests”, Turkish Airlines’s cheerful and professional cabin attendants care for our passengers.

 

4,970

During 2010, in total 4,970 Turkish Airlines cabin personnel took part in the airline’s Service Quality & Passenger Satisfaction Survey Program.

Our Services / Cabin Services

 

An Expanded Cabin Services Vision and Superior Service Quality

Efforts to become the world’s best airline by distinguishing oneself in one’s approach to service make it necessary to employ the best possible cabin crews to deliver that service. Taking this precept as its point of departure, in August 2010 Turkish Airlines began conducting its “Service Quality & Passenger Satisfaction Survey Program”, in which 4,970 cabin attendants took part, and it also engaged in interactive activities with the aims of improving the level of cabin service quality, increasing passenger satisfaction, and strengthening the bonds between passengers and cabin crews.

Designed to be comprehensive in its content, this program is rooted in the principles of perceiving service as a whole and of making certain that personnel who come into direct contact with passengers internalize this concept completely. Cabin personnel take part in program training activities in which different issues are dealt with each month. In this process, training activities focus on inculcating behavior and attitudes that will allow individual and corporate goals to coalesce at a common point. The issues dealt with consist generally of:

• Service and passenger satisfaction concepts
• What passengers expect of an airline
• The products and services supplied to passengers
• Examples of other airlines’ practices
• Cabin services from a passenger’s point of view
• Brand and brand perceptions
• The importance of teamwork
• In-flight service managers and leadership
• Behavioral models
• Etiquette and table manners
• Skytrax results and their evaluation.

The program is updated every month on the basis of issues whose need has been determined and it is planned that it will go on until superior service continuity is achieved. The objective of these activities is to make Turkish Airlines’ cabin crews aware of friendliness and hospitality as essential elements of the Turkish Airlines brand.

Training that focused on theoretical knowledge and its application took place in August, September, and October for cabin attendants and in November and December for in-flight service managers.

The program operates six days a week and is conducted in morning and afternoon groups. Each group session consists of four hours of theoretical and practical issues and a one-hour personal development seminar.

As of August 2010, 4,970 cabin attendants had taken part in these activities once, 2,988 twice, and 1,581 three times. The goal is to have every flight attendant take part in this program at least four times a year in order to ensure the continuity of information and communication flow and to increase the level of the program’s effectiveness.

4,970 flight attendants took part in the "Service Quality and Passenger Satisfaction Enhancement Program", which consisted of interactive activities.