Airline roars into Year of the Tiger

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features
who, what, where
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Taipei double
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Good
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Stunning
Japan
Team takes two honours
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Meet the 2009
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Team unfazed by
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Spotlight on Nagoya
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Page 5
Page 8-9
Page 14
Page 16
A magazine for staff and friends of Cathay Pacific Airways
February 2010, Issue 167
PRINTED ON 100% RECYCLED PAPER
Airline roars
into Year of
the Tiger
Three Cathay Pacific “tigers”, Everest Lau, Grace Ho
and Sabrina Lau, are looking forward to a roaring
Lunar New Year.
The three Management Trainees posed with
some furry friends in anticipation of the start
of the Year of the Tiger on 14 February, which
is being celebrated once again by the Cathay
Pacific International Chinese New Year Night
Parade.
Organised by the Hong Kong Tourism Board,
and sponsored by the airline for the 12th
consecutive year, this year’s parade features 40
performing troupes from around the world.
The parade will be led by the CX float,
featuring uniform staff along with 10 colleagues
wearing the CX Volunteers uniform and 20
young people who have taken part in the
airline’s signature youth programme “I Can Fly.”
General Manager Marketing & Product James
Ginns says the focus on the CX Volunteers
highlights the broader theme of Cathay Pacific’s
People and Service campaign – “Meet the team
who go the extra mile to make you feel special”.
Defect-free
from April
Staff urged to help in drive towards improved passenger experience
“Z-ADDs” has become the buzzword in Engineering as the department works towards an aggressive
goal – for all aircraft departing Hong
Kong to be free of defects that impact on the passenger experience
by 1 April.
A lot of work has already been done
and the Z-ADDs – zero acceptable deferred defects – concept is already on
place on the Boeing 777-300ER and
Airbus A340-300 fleets.
From April, ENG is committed to ensuring that no aircraft leaves the home
hub with a faulty seat, toilet malfunction, inoperable inflight entertainment system or any other problem
that will detract from a passenger’s
ability to sit back and enjoy the flight.
The defect-free drive was set in mo-
tion in 2008 and is included in the raft
of strategy projects that are helping
to reshape the way things are done at
Cathay Pacific.
“We now have complete accountability within the team to ensure
that our aircraft depart with cabins in
good working order,” says Steve Chadwick, General Manager Engineering
Technical.
“But this is a project that belongs to
everyone in the airline and we call on
cabin crew and other staff to help us
by making sure every problem – no
matter how small – is put in the log.”
A crucial component of the Z-ADDs
drive is the new Cabin Maintenance
Centre (CMC) at HAECO.
• Continued on page 2
Back to the
Sevens
Cathay Pacific has begun the
buildup to the 2010 Hong Kong
Sevens by announcing that “the
fun is back”. The campaign includes
a video competition and a number
of social media initiatives to get
fans engaged.
• See page 2
Message
from the
Chief Executive
I’m writing this message a few days
before the Chinese New Year holiday and I think it’s safe to say we
are going to enjoy a strong peak.
Bookings are very high and we
have done all we can in terms of
putting on extra capacity, this year
mounting a total of 106 extra sectors compared to 46 over last year’s
Lunar New Year period. This is another indication that business is recovering from the lows of 2009.
We still remain cautious on the
longer-term outlook – a sentiment
that was echoed by many industry
figures at the recent Singapore Airshow – but we can be heartened
by the turnaround that’s taken
place over the past three or four
months.
We should get a much clearer
picture of how things will develop
after the New Year holiday, though
already we can be encouraged by
the gradual return of premium traffic and continued high demand on
the cargo side
On the subject of our latest travel peak, I’d like to say a few words
about the invaluable contribution
made by our customer-facing staff.
For those of us with regular office jobs it’s hard to imagine the
pressure our teams on reservations
hotlines, at airports and on the aircraft will come under as loads get
close to 100%.
It will be a tiring and stressful
time but I know that our frontline
colleagues will do everything they
can to ensure our passengers can
fully enjoy their well-deserved
breaks.
Our service teams did a superb
job in 2009 and it was gratifying
to see approval ratings rise even
during such a challenging period.
This year I’m confident we can take
things to new heights, helped by
a number of strategy action items
that are all about improving the
customer experience.
A sincere thank you to all our
service staff for a continued great
effort, and particularly for being
willing to go the extra mile when
the going gets tough.
I’d like to take this opportunity
to wish everyone at Cathay Pacific
and Dragonair a peaceful and prosperous Year of the Tiger. Kung Hei
Fat Choi!
Tony Tyler, Chief Executive
2
Defect-free from April
• Continued from page 1
within three to four days.”
In ISD, a group of Inflight Service
Managers have been recruited as
Cabin Quality Specialists, helping
to spread the message about the
importance of reporting defects
among the crew community.
Another major boost in the defect-free drive will come from the
development of an e-Cabin Log,
which will enable crew to directly
input defects through simple dropdown menus and then link with
systems on the ground to alert engineers – and even Reservations staff
– about the problem.
Trials for the e-Cabin Log will begin in March.
The CMC, which officially opened
on 22 January, houses a team of
50 – mostly HAECO staff working
alongside representatives from CX
and suppliers for the seats and IFE.
“While the CMC has been in operation since 2008, we have now
expanded its capability to centralise
the management of cabin defects,
cabin standards and maintenance
schedules,” says Steve.
“The CMC controls the rectification of any cabin defect recorded
on a CX or KA aircraft, and ensures
that 70% of defects are fixed in less
than a day with well over 95% fixed
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READY TO ROLL: Steve Chadwick (third from right) joined CX and HAECO
managers to celebrate the official opening of the CMC.
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The Sevens fun begins
Social media elements taken to the next level for annual sporting event
“Having fun” is the basic concept
behind the airline’s advertising
campaign around this year’s Cathay
Pacific/Credit Suisse Hong Kong
Sevens, with fans not only watching
the action but also Twittering about
it, making videos beforehand or taking pictures for the photo competition when the action gets underway
at the Hong Kong Stadium on 26
March.
Marketing Manager Grace Cheung
says the overall concept of the “The
fun is back!” theme is simply that the
Hong Kong Sevens is a time to enjoy
yourself.
“This is a once-a-year chance for
fans to let their hair down and put
business behind them. Last year was
quite a depressing one worldwide
so it’s even more important to take a
break and have some fun,” she says.
The print ad depicts people wearing business outfits but with an added fun element such as face paint or
a rugby scarf, which carries on the
theme of “transforming” yourself to
enjoy the year’s most entertaining
sporting event.
The television campaign takes
that a step further by showing how
the “transformation” happens.
More social media elements have
been included this year with the
popular video competition being
held again and the winner receiving
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tickets to the 2011 event.
Fans who send tweets with #hksevens in the content have a chance
to win a Cathay Pacific-branded
Hong Kong Sevens souvenir, with
10 prizes a day being given out from
22 February.
And for those with no time to update their Facebook or Twitter status, the Cathay Pacific Alibi application will step in to help.
CX Live Twitter is another new
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Performance Index
On-time performance
Within 15 mins
Industry standard
on-the-dot CX standard
Traffic/capacity (CX + KA)*
87.84%
60.03%
Passengers carried
2,216,131
5%
Passenger load factor
83.9%
4.9pt
ASKs (000)
9,665,423
-2%
Freight carried
144,000
25.0%
Cargo load factor
78.6%
15.7pt
ATKs (000)
1,930,360
-2.7%
* Figures for Dec 2009
to the next level.”
Ali says the passionate element of
the Hong Kong Sevens makes it an
ideal platform for social media.
“The Sevens is an event that people talk about, tweet about and take
a lot of photos of, so it really suits
the social media world,” he says.
“I see the television and print ads
as drawing people in and the social
media component as continuing
that engagement,” Ali adds.
initiative this year with tweets being sent out from the Cathay Pacific
account during the three-day event
for those who did not manage to
get hold of tickets.
Online Marketing Manager Ali
Bullock says: “Last year we launched
the Hong Kong Sevens City Guide
mobile applications and the video
competition mainly to test the market and see the response. This year
we’ve taken the social media aspect
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Produced by CX’s Corporate
Communication Department
7/F North Tower, Cathay Pacific City,
Lantau, HK
Publisher: C K Yeung
Managing Editor: Mark Tindall
Editor: Joyce Wong
Enquiries: 2747-5293
GalaCXy ID: CCD#SCT
Email: ccd#[email protected]
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Industry optimism up
Briefs
n CNY treats
For the first
three days of the
Year of the Tiger,
Chinese New
Year goodies will
be offered to all
passengers flying
out of Hong Kong and selected
outports.
From 14-16 February, those
travelling in First and Business
Class will receive a pack of
deep-fried dumplings and
sesame balls, while a pack
of deep-fried
dumplings will
be placed on
Economy Class
passengers’
meal trays.
Airshow pulse check shows aviation coming back to life
The Singapore Airshow was a
magnet for reporters and analysts,
who were out in droves trying to
capture the mood of the industry
as it emerged bruised and battered
from one of the worst years in recent
history.
The event saw manufacturers still
quite downbeat, saying that orders
were in short supply and demand
was likely to remain pretty flat in
2010.
Most airlines, however, were
showing increased optimism – albeit
with a good dash of caution – on the
back of recently improved figures.
The general sentiment at the
show echoed what Cathay Pacific
has been saying in recent weeks
– that the pendulum swung back
in the last quarter of 2009, led by a
cargo surge, and that the picture is
looking decidedly less bleak moving
into 2010.
“I’m cautiously optimistic,” Chief
Executive Tony Tyler told Reuters in
Singapore.
“We saw a recovering trend in the
last quarter of 2009 and some of
the strength in both the premium
passenger market and the cargo
market has carried through into the
first quarter of this year. That gives
us rather more comfort than we had
last year,” Tony said.
Caution is still the key word for
IATA, which issued a statement
before the Singapore event saying
that the recovery in demand in
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Services being
strengthened
A number of regional and
medium-haul services are set
to be beefed up in response to
increasing demand.
Following on from last month’s
announcement on enhanced
services to North America, the
airline has confirmed that Jeddah
and Seoul will also get more
flights, while Sapporo will enjoy
an increased service over the busy
summer peak.
From 28 March, Jeddah will
move from four flights a week to
a daily service – just five months
after the destination came on line.
In Seoul, the team is gearing
up for the return to five flights a
day – service, following a service
reduction brought about by the
business downturn.
The CX416/417 flights will be
restored on four days a week from
1 May, becoming daily by 1 July.
Other enhancements already
announced include an increase
in frequency on the Sapporo
route – from four flights a day to
daily – for July and August, and
a retiming of the daily non-stop
service between Hong Kong and
Mumbai.
CAUTIOUS OPTIMISM: Front-end bookings are gaining momentum.
fill up once again as the economy
improves and companies allow
executives to fly again.
The home market is key to CX’s
front-end business and Chitty
Cheung, General Manager Sales,
PRD & HK, says that premium traffic
in January was strong, especially on
long-haul routes.
“We haven’t seen a lot of corporates
further relaxing their travel policies,
which means that short-haul front
end will still be an area of concern,”
says Chitty.
“Overall, though, the first quarter
of 2010 looks promising.”
recent months has yet to translate
into higher fares.
IATA Director & Chief Executive
Officer Giovanni Bisignani stressed
that airline revenue improvements
“will be at a much slower pace than
the demand growth that we are
starting to see. Profitability will be
even slower to recover,” he said.
The most important news for
premium carriers such as CX is the
recovery in front-end travel – which,
while still some way from being a
resurgence, is trending in the right
direction.
Premium seats are beginning to
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n Irene Lee appointed
The CX Board of Directors appointed Irene Lee Yun-lien as
an Independent Non-Executive
Director with effect from 13
January.
Ms Lee, 56, is the Chairman
of Keybridge Capital Limited,
a financial services company
listed on the Australian Stock
Exchange, and a Non-Executive
Director of the Myer Family Company, QBE Insurance
Group and ING Bank
(Australia).
She has held senior positions
in investment banking and
funds management over the
past 20 years.
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As of December 2009,
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HKACE awards acknowledge individual, team efforts
receive this recognition and
Manager, CIS & CRM Programme 
The hard work of the CIS & CRM
Kong Airport for their support and
regard it as a push for us to furAnna Or, CRM Project Manager
team and Airport Supervisor Joanna
encouragement,” Joanna says.
ther improve the support we
Elaine Lee and Data Exploitation
Hon were recognised at the annual
“I was overwhelmed at receiving
provide staff to help them betManager Carlo Chui were present
award ceremony of the Hong Kong
the award and it will encourage me
ter serve our customers,” Anna
to accept the team award.
Association for Customer Serto continue to strive for excelsays.
“We were very encouraged to
vice Excellence (HKACE) on 22
lence in the future.”
January.
COO John Slosar, Director
Service Delivery Ivan Chu and
Director Corporate Affairs
Quince
Chong,
who is also Chairman of HKACE,
were present to
congratulate the
staff.
Joanna won the
silver award in the
Field and Special
Service category
while the CIS &
CRM team won
bronze in the Internal
Support
Team category.
“I was honoured
to be selected to
join in the competition and I would
GREAT WORK!: John Slosar with Joanna Hon (above) and the CIS & CRM team on stage to receive their award from Hong Kong Secretary
like thank the
team at the Hong for Commerce and Economic Development Rita Lau (second from left) and Quince Chong (second from right).
airports worldwide
support CX’s Self-Print
Boarding Pass option
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n Double miles in Canada
Passengers travelling on CX
flights out of Canada can take
advantage of the Asia Miles
Double Miles Offer if they fly
between 15 February and
31 May.
The offer, open to Canadian
residents, is available with the
purchase of a qualifying First or
Business Class round-trip ticket
originating from Vancouver or
Toronto to Hong Kong.
n No surcharge change
The Hong Kong Civil Aviation
Department announced that
for February CX could maintain
the same level of passenger
fuel surcharges as the previous
month – HK$78 for short-haul
flights and HK$362 for longhaul flights.
The CAD reviews fuel surcharges on a monthly basis.
3
Social media drive
Ports develop more local Facebook pages and Twitter feeds
This is the year social media takes
off throughout the Cathay Pacific
network as plans come to fruition.
Manager Marketing Communications Celine Ho outlined the strategy
for 2010 at a day-long social media
workshop in Hong Kong on 19 January with many outport staff attending.
“Marketing’s role is to deploy and
integrate the social media strategies
to bring a new and relevant target audience to our flagship sites for online
sales and servicing,” she says.
“Following the success of the Cathay
Pacific global fan page on Facebook,
along with the Twitter feed, we will be
extending the model to our key markets
such as the US, UK, Australia, Japan, China, Taiwan and India.
“In fact, some ports are already using local Twitter feeds and Facebook pages as a
new customer touch point,” Celine adds.
Online Marketing Manager Ali Bullock
outlines three key areas the Online Marketing team is focused on developing
– travel communities and portals; mobile
INTEGRATION: The CX City Guides will be
receiving a boost with Google Maps.
and applications; and Web 2.0.
The travel communities and portals section will include beefing up the content
on the CX City Guides website and integration with Google Maps.
Plans for mobile applications will include pre-loading selected cities and im-
proving the speed of access, which Ali
admits has been a concern.
“This will also be the year of the ereader and tablet PC and the content
on the CX City Guides site is the obvious
information to push on these devices,“
Ali says.
“We are also looking at providing live
updates for fast-changing passenger information such as airport security procedures.”
Finally, major events and marketing
campaigns will leverage Web 2.0 channels
into an integrated strategy.
“This includes the next phase of the
People and Service campaign and the annual Hong Kong Sevens in March, both of
which provide a great opportunity to trial
new ideas and close the loop further between the traditional TV campaign and
online,” Celine says.
“In 2008-09 we built up the applications
and platforms and 2010 will be about amplifying the CX brand, allowing our consumers to interact with us in the way they
want to and, at the same time, ramping up
customer awareness.”
‘English on Air’ programme shows its worth
Cathay Pacific’s educational “English on Air”
programme received the stamp of approval
from Hong Kong Secretary for Education
Michael Suen, who attended a special event
on 16 January to highlight the work of the
programme.
More than 80 students from six secondary
schools Tung Chung took part and shared
their experience of taking part in “English
on Air”.
Chief Operating Officer John Slosar hosted
the event and highlighted the importance
English plays in connecting people to the
world.
“I encourage all the students who have
dreams of joining the aviation industry to
learn how to speak English well,” he said.
Since “English on Air” launched two years
ago, around 700 secondary school students
in Tung Chung have taken part in the
programme.
SPEAKING OUT: John Slosar (left) and Michael Suen with a special thank you card signed by
the students who took part in the “English on Air” event.
Alliance links retained as JAL turnaround begins
Japan Airlines’ position in oneworld has been unaffected by
the announcement last month that the airline is to operate
under Japanese Corporate Reorganisation proceedings.
The state body overseeing the flag-carrier’s restructuring,
the Enterprise Turnaround Initiative Corporation, stressed
that it is business as usual for the airline commercially and
operationally during its restructuring – including its agreements and cooperation with partners.
The airline continues to offer full oneworld services and
benefits, and tickets for flights on JAL and its frequent flyer
arrangements are unaffected.
In a press release announcing its restructuring moves,
JAL stressed that flight operations would be remain uninterrupted,
that tickets for travel and frequent flyer miles would be fully protected
and that its frequent flyer programme was expected to continue unchanged.
4
In an open letter to customers posted on its
website, the airline stressed the JAL Group would
“continue to provide safe, reliable air travel services to customers worldwide”, and that tickets and
reservations remain valid and new reservations
are being accepted normally.
The airline said it would honour commitments
to commercial partners, including its airline partners.
oneworld and its member airlines have offered
JAL all possible support through these difficult times
and into the future.
The alliance believes its proposals for JAL are vastly superior in
every respect to any alliance alternative available to the airline
– including commercial benefits totalling US$2 billion over three
years.
Ready to fly!
Briefs
n Korean smartphone app
CX has launched a Korean mobile
application that allows passengers
to check in through their smartphones.
The application launch comes
on the back of the arrival of the
arrival of wi-fi iPhones in the Korean market in December, which
became a big story across the
country.
Friday, 15 January was an exciting day for 11 cadets as they were
joined by senior Cathay Pacific managers in Adelaide to celebrate
completing their training in the Cadet Pilot Programme.
Director Flight Operations Nick Rhodes was on hand to congratulate the cadets on completing the 60-week course at Flight
Training Adelaide.
The cadet pilots of CP31 included two former Cathay Pacific
flight attendants, Dennis Leung and Yvonne Tou, who graduated
alongside Alvin Chan, Dennis Chen, Jack Chong, Ching Shingkwok, Alex Ma, Christopher McGuire, Jesse Politis, Matthew Shum,
Christopher Wilson and Gordon Yau.
A wings presentation will take place on 11 February at Catalina’s
for a earlier class, CP29.
n More than satisfactory
Job very well done
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Record year for airports, challenge on to make 2010 even better
Last year was an extraordinarily good
one for the Cathay Pacific and Dragonair airport teams, and Chief Executive Tony Tyler acknowledged this by
opening the 2010 Airports Conference with just three words: “congratulations” and “thank you.”
Over 170 airport staff from around
the network and Head Office met in
Cathay City on 3-4 February for the
first joint CX/KA meeting since the
Head Office function for the two airlines was combined in September
2008.
“Objectively the performance has
dramatically improved,” says General
Manager Airports Peter Langslow.
“The combined performance index
for CX rose from 67.41 in 2008 to 75.84
points in 2009 and this is against a
one-point rise in high load factors.”
On-time performance for both CX
and KA also improved – by 8.5 points
for CX and 11.7 points for KA.
And for both airlines there was
significant improvement in baggage
delays which plummeted 43% for CX
and 32% for KA.
“Apart from annoying 83,000 fewer
passengers, the associated expenses
were reduced by over HK$20 million,”
Peter says.
Despite this, Peter is asking for
even more in 2010. “While we are delighted that 2009 levels have jumped
so much, the challenge now is to take
these levels as the new baseline from
which to build in 2010,” he says.
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Cathay Pacific has been voted
“Most Satisfying Airline” in an online survey organised by Chinese
website Sina.com and the Travel
Channel.
The survey was conducted over
two months from 9 December,
with sina.com users casting votes
in various award categories, including domestic travel, outbound
travel, transportation, hotel and
tourism board.
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WELL-DESERVED PRAISE: The triumphant CX Taipei airport team celebrate
their success with Peter Langslow (top). Peter outlines the 2010 Airports
business plan to a packed auditorium at Cathay City (above).
Peter says one of the main reasons
for the strong 2009 results was a backto-basics approach.
“The improvement was the result
of the teams focusing on the priorities
established from the strategy work
and the business planning that followed. It was simply getting the basics
right,” he says.
Part of this was getting underneath
the numbers of customer data.
“The Reflex Analyser tool helps Airport Services Managers to delve into
the scores and look in detail at what
different passengers are saying and
even compare the airport satisfaction
scores on day-time versus night-time
departures or by passenger ethnicity,”
Peter says.
Another useful tool is a Port Performance Analysis workshop which
helps managers make sense of the
huge volume of performance data
available to them.
“It helps them form a picture of
what’s happening, from which we can
derive insights and develop action
plans to respond,” Peter says.
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From November 2008 to
November 2009, there
were more than
Top night
for Taipei
Taipei was the big winner at
the annual Airport Performance
Awards which honour ports
across the network for their
various achievements over the
course of the last year.
For the first time, separate
awards were presented to the
top-performing Cathay Pacific
and Dragonair teams in most
categories.
After an incredible effort, the
Taipei teams won Outstanding Airport Performance 2009
awards for both CX and KA.
Shanghai was runner-up on
the KA side followed by Kaohsiung. For CX, the team in Ho Chi
Minh City came second with
San Francisco third.
KA Busan took five awards
in various categories including
Best Ramp Performance and
Best Self Service Online CheckIn, while the KA Manila team
took home four Customer Service awards.
On the CX side, Osaka was
a multiple winner taking four
awards including the Baggage
Handling and Ramp Performance honours.
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200,000
downloads from the CX
City Guides website
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n Val Mahney remembered
Val Mahney, who worked for CX
in Manchester for a great many
years and was known as the “life
and soul” of the Manchester office,
passed away on New Year’s Day
after battling cancer.
Val ran sales for the airline in
the north of England and later
worked as Station Manager in
Manchester and London.
n oneworld model available
A 1:500 scale model of the A330300 painted in the special livery
created to celebrate oneworld’s
10th anniversary is now available
at CXcitement outlets.
The die-cast model retails at
HK$260 but is available with
a 20% discount for staff at the
Cathay City outlet.
n Year-round sale
The Inflight Sales team is now
offering a year round online staff
sale for all CX staff. Items on offer
include fragrances, watches and
jewellery, with discounts of up to
25%. 
Go to intracx.cathaypacific.
com/dutyfree/staffsales
5
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Letters to the Editor
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Milan launches in
March – where else
should CX fly to?
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Star letter
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Water
shortage
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On long-haul and Australian
flights there are bottles of mineral water available for First and
Business Class passengers.
But for regional flights, we only
have two to four bottles available
for the whole aircraft.
Passengers always request
bottled water and sometimes
even Marco Polo Club members
sitting in Economy Class will ask
for it. As there is such a limited
supply, it is impossible to accommodate all requests.
As we don’t have enough wa-
ter for everyone, should we simply stop offering bottled water in
order to maintain service consistency?
Name withheld
Charles Grossrieder, Manager
Catering Services, replies: On
long-haul flights we offer individual bottled water for First and
Business Class passengers’ convenience as they often wish to take a
rest during the flight.
On regional flights passengers
are less likely to take long rests so
we prefer to offer glasses of water
in the more traditional personalised approach Cathay Pacific is
known for.
For weight, space and logistical
reasons it is simply not possible to
offer individual bottles of water in
Economy Class. 
However, I understand in spite
of the crew’s best efforts to accommodate passenger requests,
some will still ask for bottled water.
In these circumstances, I suggest politely declining by explaining that individual bottled water is
not available, and offering them a
glass of water instead. 
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We welcome feedback from anyone in the CX network on any issue affecting the airline
or the industry. Please email your letters to CCD#SCT. Not all letters will be published but
those that are will be edited for length and to comply with the CX World style.
The sender of the star letter each month will win 3,000 Asia Miles. The Feedback page
is sponsored by Asia’s leading travel reward programme.
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Open up the
front end
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We refer to the reply by Bob Nipperess, Employee Services Manager, to a letter in the December
CX World asking why First Class ID
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Bob Nipperess, Employee Services Manager, replies: Cathay
Pacific’s staff travel scheme offers
a wider range of options than
many other airlines.
In particular, it permits access
to the premium Business Class
cabin for staff of all job levels on
an unlimited basis.
In common with many other
companies, our benefits policies
are structured to differentiate between the various job levels and
the same principle applies with
the staff travel scheme.
This means that our
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A young passenger onboard
CX777 from Hong Kong
to Jakarta on 6 January
showcased her artistic skills
by drawing a three-page
thank you letter for the crew,
including Inflight Service
Manager Jacqueline Lam
and Senior Purser Yael Santos, who took such good care
of her during the flight.
6
We think this is being discriminatory if Level A staff, irrespective
of length of service, would damage and dilute the “exclusivity of
the First Class Cabin.”
Can we suggest that Level A
staff be given the opportunity to
purchase one First Class ID ticket
a year after completing five years
of service?
 UK Sales Ops Group
Thank you!
South America is a
developing area, especially Brazil. And a lot
of staff are interested
in visiting the cities of
North Europe
Miranda Cheong, ENG
The USA. Many sporting
events are held in the
US and it would be
good to have a wider
choice of cities to fly to.
Joe Leung, ENG
Eastern European
cities such as Prague or
Berlin.
Michelle Wong, ISD
Miles to go
Send us your feedback
tickets are only available for Level
B and above.
We would appreciate it if Bob
could clarify his response that “it is
important to preserve the exclusivity of the First Class Cabin and
any further opening up of access
to staff travellers would undermine that objective”.
more senior colleagues, commensurate with their roles and responsibilities in the company, are
offered more generous benefits
options. This is why the options
in the staff travel scheme are different according to job level.
Also, with the reduced number of available First Class seats
over recent years and the need
to maintain the exclusivity of the
product for our bona fide customers, we do not believe it is desirable to further open up access
to others at this time.
Given the large number of
Level A employees, if we were to
open access further this would
put greater pressure on the objective of keeping the First Class
cabin exclusive.
We do review the staff travel
scheme rules from time to time
but no changes are presently
planned.
My dream destination
– Egypt!
Elizabeth Li, ISD
I was hoping to donate my Asia
Miles to charity only to discover
it’s not possible to donate “small”
amounts.
According to the rules “each
donation must be of at least
10,000 miles, with further increments of 5,000 miles”.
That’s more miles than earned
on a roundtrip Economy Class
ticket from Hong Kong to Sydney.
I would like to ask whether it
can be made easier to donate any
amount.
Cathay Pacific has an amazing
record in raising funds through
the Change for Good programmme one coin at time and it
would be nice to see Asia Miles
participate one mile at a time.
Barcelona would be
a good place for a
night stopover and
there is also a Chinese
community already
established there.
Ian McClelland, FOP
Hawaii. A good night
stop and fun holiday
destination.
Matt Fullwood, FOP
Tom Rapin, YTO
Christopher Chang, Manager
Programme & Partnership
Development, replies: When
Asia Miles for Charity was first
launched in 2001, it was agreed
with the charity partners that
donated miles from Asia Miles
members should have a minimum balance of 10,000 miles.
Because our charity partners have limited staff numbers, while they certainly appreciate all donations they
would prefer not to incur excessive administrative work.
If Asia Miles members
would like to donate their
miles to a worthy cause,
I would like to point out
that Cathay Pacific’s “FLY
greener” carbon offset
programme to protect the
environment accepts donations of as few as 100 miles.
The online poll
Last month we asked: “Change for
Good celebrates its 20th anniversary
this year. How much of a contribution
have you made to the programme?”
You answered:
A lot – I donate
every time I fly
or at Cathay
City
I contribute
occasionally
I have never
donated to
Change for
Good
0
10 20
30 40
Check out the CX World website and
Daily News on IntraCX for next month’s
poll question.
50
%
Dragonair boost services for summer
Cabins sparkle
after facelift
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The current cabins on KA’s A330 fleet
are starting to look a little worn.
The Dragonair Engineering team
decided to hit the “refresh” button,
after five years in service, launching
a cabin project in January that will
eventually see cabins across the entire fleet getting a refurbishment.
The first to complete the process in
mid-January was B-HSI.
By the end of the year the passenger environment on all A330s will
have received some much-needed
sparkle.
Over three days, B-HSI had many
worn and damaged parts such as
aisle carpets, seat covers and light
lenses replaced, along with broken
fixtures like life vest compartment
covers.
In addition, seats, meal tables,
meal table cavities and toilet compartments were given a deep clean
while leather arm caps and aircraft
wallpaper were refreshed.
Head of Engineering Darryl Chan
says: “The one-hit refresh programme means passengers have
a chance to appreciate the entire
renovated look in one go.”
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more choice and at the same time
boost Hong Kong’s position as the
premier gateway for travellers heading to the Mainland,” says James.
In addition to opeating extra
flights, KA will boost capacity to
Phnom Penh in Cambodia by operating one flight a week with an
A330, while flights to Fuzhou will
use the bigger aircraft.
sha and Chongqing will both become daily operations.
Chief Executive Officer James Tong
says that demand for both business
and leisure travel continues to grow,
particularly in the Mainland China
market.
“The summer period is traditionally a peak season for travel so these
extra flights will give passengers
There has been a pick-up in demand to the city in Fujian province
– which, in 1985, became KA’s first
destination in China – and the additional flights will help to capture
more business and leisure traffic.
For the summer schedule KA will
increase the number of flights to
Nanjing and Chengdu to 14 and 12
per week respectively, while Chang-
A service boost for a number of destinations – including Xiamen and
other Mainland cities – is being put
into effect to meet expected demand over the summer.
The team in Xiamen is looking
forward to moving from 18 to 21
flights per week with the arrival of
the summer schedule – effective
from 28 March to 23 October.
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Mentoring
the next
generation
First Officer Jim Ashby is proud to
have been one of the pilot mentors for the Dragonair Aviation
Certificate Programme in recent
years.
The popular programme, which
kicks off for the fifth time in April,
owes its success largely to the
support of Jim and many other pilots who contribute their time and
effort to nurture cadets from the
Hong Kong Air Cadet Corps, helping provide them with first-hand
experience of the operation of a
commercial airline.
Jim started his career as a flying instructor and received a lot
of help from experienced pilots
along the way.
“Now it is my turn to give something back to society and help
people who have the same dream
as I had,” he says.
The enthusiasm of
the cadets helped me
look at the aviation
industry from a fresh
perspective
FRESH LOOK: (above centre) Darryl
Chan with CEO James Tong and
Assistant General Manager Inflight
Services Suzanne Wong get the first
look at the renovated cabin on B-HSI.
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KA People
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China team put plans in motion for 2010
form. We are all sales
Dragonair and Caand service staff.”
thay Pacific staff from
General
Manager
around China gathCargo Mainland China
ered in Guangzhou
& Hong Kong James
on 27 January for the
Woodrow outlined the
2010 China ManageChina cargo business
ment Kickoff Conferplan and Director Corence.
porate Affairs Quince
Director Sales &
Chong gave a presenMarketing James Bartation on the environrington delivered a
ment and the aviation
state of the nation adindustry.
dress saying while the
The afternoon was
two airlines were out
devoted to the Marketof “disaster” and into
ing & Sales Conference
recovery stage, “there WAY AHEAD: Sam Swire outlines the China plans for 2010.
with a Sales & Marketing Action Plan
was no real cause for celebration
for China, outlining the challenges
presentation by Manager Marketing
yet”.
ahead. He reminded staff that, “we
& Sales China Arnold Cheng.
General Manager China Sam Swire
are all responsible for our brand, it
Guest speaker, Founder & Chairupdated the team on the outlook
is not just the staff wearing the uni-
man of Eastwei Relations Johan
Björkstén, talked to the teams about
how to manage a brand in the complex Chinese marketplace. CMO Oak
Pacific Interactive Group Alvin Chiang gave a presentation on succeeding in a fast-paced online China.
Sam and James Barrington also
presented long-service awards to 11
staff whose service ranges from 10
to 20 years.
The formal business over with,
the team gathered for a gala dinner
that night.
The event included song and
dance performances from the four
China regions with the Western China team winning with a song and
dance routine to Korean hit song
Nobody with KA/CX-specific lyrics.
The cadet programme has also
given Jim the opportunity to
meet people from different backgrounds and boosted his passion
for aviation.
“The enthusiasm of the cadets
helped me look at the aviation industry from a fresh perspective,”
he says.
“I have been impressed by their
positive attitude towards the aviation industry, the commitment
they have to the programme and
the amount of work they put in.”
Jim says enthusiasm is key for
any young people looking to pursue an aviation career.
“No matter what part of the industry you are in, you are part of
the bigger picture,” he says.
“There may be setbacks, but
just keep learning and make the
most out of every situation you
are presented with.”
7
A smooth
delivery
Meet the staff who took the trophies in last ye
We are the ch
Badminton
Bowling
Jacky Chun (PSD)
How long have you been
playing badminton?
Over 20 years.
Michael Yu (FOP)
How long have you been
bowling?
Five years.
How does it feel to be a
2009 S&R champion?
It’s great as more people
now know that I play
badminton well.
Will you be defending your
title in 2010?
I’m not sure if I will be able to defend the
title but I would love to play other sports
in 2010 such as table tennis or squash.
Last time Chief Executive Tony Tyler went to Seattle for a
delivery flight – in October 2009 – the mood was quite
sombre as the industry continued to reel from the global
downturn.
There’s been something of a turnaround since then, and
Tony delivered a more upbeat message as he spoke at the
delivery dinner for B-KPO – the 15th Boeing 777-300ER to
enter the fleet – on 25 January.
“I’m glad to say that it seems the worst is over,” said Tony.
“There is still some uncertainty in the air but at least things
are moving in the right direction again.”
From a CX perspective that means taking delivery of
more 777-300ERs – four in the space of just two months
– and putting them to good use to strengthen the airline’s
long-haul network and launch a new destination, Milan, in
March.
The delivery of KPO was a pretty high-profile affair and
was attended by a number of VIPs from Hong Kong along
with 20 leading travel agents from North America – the
people who will help to fill the seats on the aircraft.
The delivery dinner was held, fittingly, at Boeing’s Museum of Flight and Tony made a point of thanking the manufacturer for its support during the recent troubles.
“I’d like to thank the Boeing team for the support and
understanding shown during the past 18 months when we
had to take radical measures to deal with unprecedented
problems,” he said.
The CE also thanked the CX team that worked hard to
make the delivery a smooth one.
The delivery of the 16th 777-300ER in early February was
a low-key, crew-only affair, while Chief Operating Officer
John Slosar will lead the delivery for B-KPQ in April.
Will you be defending your title in 2010?
I will definitely try to.
Annie Loo (ISD)
How long have you been bowling?
I have been playing since 2000, so
almost 10 years now.
How does it feel to be a 2009 S&R
champion?
I am proud and it feels great to be the first
ladies S&R 10-pin bowling champion.
Sarita Chan (TPE)
How long have you been playing badminton?
It has been quite a while so I do not remember! Maybe
eight years.
 
How does it feel to be a 2009 S&R champion?
It feels great! And what’s better is getting to meet
and play with colleagues from different parts of the
company.
 
Will you be defending your title in 2010?
I will definitely be playing again in 2010 and I look
forward to more fun and challenging games.
Golf &
Squash
James Barrington (EXO)
How long have you been
playing golf ?
I’ve been playing since I was 18
and squash since I was nine.
How does it feel to be a 2009
S&R champion?
The S&R Championships was a great event
and I think the main goal for everyone
should be participating. I had a good time
meeting new colleagues at the matches
and encourage everyone to take part.
Will you be defending your titles in 2010?
I’ll definitely be competing this year not
only in golf and squash but also in tennis
and table tennis.
KPO JOURNEY: Boarding the aircraft back to Hong Kong
(top) for a flight with General Manager Operations Russell
Davie and First Officer Mike Tomcheck at the helm.
How does it feel to be a 2009 S&R
champion?
I‘m very humbled by the win as there are
many good bowlers in the company. With
the knockout format anything
can happen.
Will you be defending your title in
2010?
There are many good players out
there, so it will be a good challenge
to defend the title. My plans are to
train harder and have lots of fun.
Darts
Wing Wai-lau (FIN)
How long have you been playing darts?
Around 20 years.
How does it feel to be a 2009 S&R
champion?
Happy and proud. Actually, the trophy
is very grand.
Will you be defending your title in 2010?
Of course. My plan for 2010 is to
enrol new colleagues to join the
competition.
Hydi Lui (ENG)
How long have you been
playing darts?
I have been playing darts for 15
years but have only been a member
of the CX darts club for three years.
 
How does it feel to be a
2009 S&R champion? 
When I heard about the S&R
Championships I simply wanted to try
out my darts skills and see if I could compete.
I also had a chance to meet my old friends who
also play darts.
 
Will you be defending your title in 2010?
Yes, I’ll try again.
ear’s inaugural S&R Championships
hampions!
Snooker
Eric Leung
(PNL)
How long have you
been playing snooker?
More than 15 years.
 
How does it feel to be a
2009 S&R champion?
It’s an honour.
 
Will you be defending
your title in 2010?
Keeping in form takes a
lot of work so I’ll be putting
in a lot of practice over
the year.
Indoor rowing
Tony Tyler (PVO)
How long have you been
doing indoor rowing?
About 10 years.  I did a bit of
proper rowing when I was at
university many years ago.
 
How does it feel to be a 2009
S&R champion?
Great!  It was good fun keeping ahead
of all the youngsters!
 
Will you be defending your title in
2010?
I plan to, but it won’t
be easy now that my
opponents know what time to target.  It will be hard work
keeping fit enough to make a contest of it next year.
Tennis
Michael Foo (FOP)
How long have you been playing
tennis?
I had my first
lesson when I
was eight. I was a late starter!
How does it feel to be a
2009 S&R
champion?
We played
the final in miserable weather,
making it almost impossible to
return serve on the wet courts. I
managed to hang in there after
losing the first set and feel lucky to
have the title.
 
Will you be defending your title in
2010?
I’ll definitely put my name down
and we’ll see what happens!
Debora Sung (ISD)
How long have you been doing
indoor rowing?
Four years.
How does it
feel to be a 2009 S&R
champion?
It was very encouraging that
my head of department Steven
Tsang and ISM Sue Ann Ong brought
along other crew to give me support.
It gave me pressure but also a lot of
motivation!
Will you be defending your title in
2010?
Yes. I hope more women will participate in
indoor rowing which would be more fun
during the competition.
Table tennis
Heart of the
Vancouver base
Staff in the Vancouver cabin crew base showed they have not forgotten the
problems still being faced by the victims of Typhoon Ondoy in the Philippines, taking time out in December to prepare food packages for families in
two towns that are still flooded months after the typhoon hit.
A relief and fundraising project called “Share a smile this Christmas” was
launched in the Vancouver office and enough money was raised to supply
500 food packages. Staff then spent hours packing the bags which filled
the entire pantry area.
Flight Attendant Joel Tuquib flew to the Philippines to help distribute
the packages to 500 families in the towns of Barangay Malabanan and
Barangay Dela Paz in Binan.
“The packages they received may not be much. The food may not even
last a week,” Joel
says.
“But for 500
families
whose
homes and means
of living were destroyed, we hope
this small gesture
will give them
renewed
hope
– which in turn
will
strengthen
their spirit and
help them face the BRINGING RELIEF: Plenty of helping hands during
challenges that are distribution (above); walking around the still-flooded towns (below right); hundreds of bags filled the
yet to come.”
Joel’s family and pantry at the YVR base (below left).
friends helped in the
distribution and also went around the two flooded towns to see for themselves how the people are living there.
“We would be happy and honoured if other CX staff would like to contribute to future fundraising efforts,” Joel says. “Giving back to the community, not just in the Phillipines but other countries affected by natural
disasters, is an ongoing project for me.”
Hydi Lui (ENG)
How long have you been playing table tennis?
16 years
How does it feel to be a 2009 S&R champion?
I was glad to hear CX was organising this event and I was happy simply to participate.
Will you be defending your title in 2010?
Yes, and trying my best.
Cyrus Leung (IMT)
How long have you been playing table tennis?
Since Primary 4.
How does it feel to be a 2009 S&R champion?
 I was happy. I didn’t think I would win as there are some very good players on the team.
Will you be defending your title in 2010?
 Of course. I will try and explore some new techniques to make it easier to win!
9
Food lovers get ready
for tasty annual treat
Inflight
sales on
a high
The Inflight Sales team had cause
to celebrate in December as
revenue for the month surpassed
the record previously set in July
2008 by 5.8%.
Festive season shopping by
passengers combined with aggressive promotions and marketing helped the team reach new
revenue heights.
The record month represented
a revenue jump of 27% compared
to December 2008.
Inflight Sales & Logistics Manager Jasmine Hui says: “Exclusivity is one of the key drivers to
stimulate purchasing, so we have
been working closely with renowned brands to design unique
products for our passengers.”
The Inflight Sales team has
also expanded offerings for its
Home Delivery Service, giving
customers a chance to purchase
fine wines, caviar and even watch
winders inflight and have them
delivered directly to a Hong Kong
address.
The service was originally
launched last October, predominantly offering cases of wine, and
has now expanded to include
Exclusive Gold Edition miniature
cameras and replica Rolleiflex 6x6
cameras from Minox, Cinzia watch
winders and gift sets from Caviar
House & Prunier.
Jasmine says the original idea
was to extend the inflight sales
service to passengers’ homes.
“The products were deliberately chosen to be ‘affordable luxury’
in that they are premium but still
not too expensive,” she says
“We also wanted to go beyond
the perception that inflight sales
is only about cosmetics and
fragrances,” Jasmine says, adding
the response has
been satisfactory
so far.
Orders can
be made either
inflight or
online at
Cathaypacific.
com.
DIRECT TO YOU: The Home
Delivery Service includes cam­
eras (top) and gift sets.
10
promotions and I would be surprised if
any other carrier could claim such a feat
as this.”
Brendan says one reason the promotion has lasted is simply because custo
mers appreciate good food.
“Passengers frequently comment on
how much they enjoy the promotions
and the dishes that come with them,” he
says.
“As Hong Kong’s carrier, a taste of
home is what we want our passengers to
remember when they fly with us,” Brendan adds.  
The promotion will run until 30 April
for all departing flights from Hong Kong,
and from 1 May-31 July from selected
outports.
The popular “Best Chinese Food in the
Air” promotion is back for the 10th time
featuring dishes from the famed Yung
Kee Restaurant in Hong Kong for the
fourth time.
The concept was launched in 2000
with the aim of promoting Hong Kong as
a gourmet capital as well as enhancing
the quality of Chinese food being served
inflight.
On the menu this year for First and
Business Class passengers are 30 Canto­nese-style favourites from Yung Kee.
Catering Manager – Planning and Concept Design Brendan Duffy says the first
promotion in 2000 was also with Yung
Kee and, through the years, Cathay Pacific has worked with some of Hong Kong’s
finest restaurants and chefs to raise the
bar for inflight Chinese food.
“Ten years on, and who better to work
with but our first partner Yung Kee,” Brendan says. “It’s one of CX’s longest running
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INFLIGHT FLAVOURS: CPCS Chef Paul
Wun with cabin crew Claudia Ma (left)
and Karina Hui and a selection of the
Yung Kee dishes.
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New way of working
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More user-friendly product developed after detailed testing
By the time CX and KA cut over to the
new Passenger Services System (PSS),
all reservations agents will be using
a brand-new Reservation User Interface (RES UI) developed by Amadeus
– the key vendor for the PSS project.
The interface is one of the most
important deliverables in the PSS
programme with CX the first airline
to roll out the product.
The RES UI is a brand-new graphical user interface that will go on top
of the existing Amadeus reservations system, allowing users to access new Amadeus functionalities
such as Automatic Ticket Changer.
The outlook is similar to online
booking at Cathaypacific.com, but it
covers a much wider range of functionalities to enable agents to handle various customer requests.
The new system will have a number of advantages over QIKRES, including:
A more user-friendly outlook;
Guided workflow that shows clearly which step you are at in the whole process;
Easier training;
Ensuring service standardisation and consistency with reduced process errors.
The PSS team in CX is working hard
to ensure the airline gets the product it wants, says General Manager
Passenger Services Richard Reed.
CURRENT INTERFACE
“We are the launch customer for
the new interface, playing a key role
in the design of a product that will
become an industry standard,” says
Richard.
“Our Worldwide Reservation &
Ticketing team have made a great
contribution, providing expertise to
shape up the product and working
closely with PSS and Amadeus to
define the scope, design the screen
and conduct acceptance testing.”
The team started involving real
users early in the
design phase to
get feedback on
the user-friendliness of the product, with more detailed user testing planned before
production.
Richard says a new training programme will be developed to ensure all end users are ready to use
the interface after the cutover to
PSS in November 2011.
More details can be found on the
PSS website in IntraCX.
NEW INTERFACE
Vision to succeed online
More comprehensive booking engine will help CHL reach ambitious goals
The new Vision and Missions just published by Cathay Holidays Ltd make it
clear where the company’s focus lies.
Stating that it aims to be “the best
leisure sales channel for Cathay Pacific
and Dragonair”, CHL outlines how it
hopes to achieve this – by being the
best online supplier of travel packages
and hotel offers for travel from and
into Hong Kong.
“The online sales side has come
on leaps and bounds in the past two
years, and no other travel agent in
Hong Kong has taken things online to
such an extent,” says CHL Managing
Director Vincent Li.
“Last year 50% of our business was
conducted online and we hope to
raise that to 70% in two years’ time,” he
says.
All the more impressive is the fact
that CHL achieved this using only an
interim online solution.
The main focus now is the development of a more comprehensive booking engine that will enable booking,
payment and confirmation for travel
packages and hotel rooms.
This will dovetail with the launch of
CX’s new Passenger Services Systems
Cathay Holidays Ltd
Vision and Missions
Vision
Our vision is to be the best online supplier of travel packages
and hotel offers for travel from and into Hong Kong and, as
such, the best leisure sales channel for Cathay Pacific and
Dragonair; and to offer the best expertise in delivering premium travel packages from Hong Kong, inducing brand preference for Cathay Pacific and Dragonair.
STAYING FOCUSED: Vincent Li and CHL board member Ronald Lam (back row,
third and fourth from right) and the team have a strong vision to follow.
in November next year.
On the non-air side, Vincent says
that Cathay Holidays already has a
clear advantage in terms of its portfolio of hotel suppliers.
“This year we intend to build on that
and start offering hotel-only stays at
competitive rates to individual travellers, in addition to full packages,” he
says.
“We already offer year-round rates
through Stay-a-While for customers
who may want to plan trips and secure
hotel rooms far in advance – this time
we’ll leverage our online platform to
also offer better tactical rates for seasonal sales.”
Hotel deals for inbound travellers
will be offered from June and by the
end of the year a full range of hotels
will be offered through both the Cathay Pacific and CHL websites.
Missions
• Drive incremental business for Cathay Pacific and Dragonair
• Grow Cathay Holidays Limited as a profitable business entity
• Deliver outstanding travel packages and attractive hotel
offers for travel from and into Hong Kong
• Create the best customer experience for buying travel
packages and hotel accommodation online
• Develop sustainable models to grow overseas business
into Hong Kong profitably
• Embrace and support Cathay Pacific and Dragonair visions
and missions
• Build a winning team
11
news focus
12
THAILAND
The Bangkok International Airlines football
match was an idea that came from a group
of CX mechanics who simply love to play
football.
The first match was in March last year
and since then another three have been
held with teams from CX, KLM and United
Airlines all taking part.
The final match was played on 19
December with the CX team, consisting
largely of engineers and mechanics,
emerging victorious.
UNITED ARAB EMIRATES
Welcoming the new year on a bright note
The Dubai team put the gloom of 2009
buffet ensured a roaring start to the
behind them and set out to welcome 2010 year.
on an optimistic note at a team New Year
The Cargo team took cargo
event.
agent partners on a dhow cruise in
The theme was “2009 – the good
times” with representatives from each
department presenting slide shows of
the year’s highlights.
Country Manager UAE & Oman
Clement Au thanked the staff for their
dedication and hard work as he cut the
2010 cake.
Games, lucky draw and a delicious
December (pictured) to thank them for
their support. The evening was hosted by
Clement and UAE Cargo Manager Mukesh
Bhatia.
Top agents get
into the rhythm
india
Optimism abounds in
Indonesia at the moment, says Country Manager Rob Bradshaw, with
strong demand in all sectors – air travel included.
From a CX perspective
this can only be good
news, though a raft of
challenges – including a
resurgent home carrier
and a swarm of low-cost
carriers – will keep the
team on its toes.
The main focus for CX
Indonesia in 2010 will be
working to restore frontend passenger numbers,
and leveraging the buoyant passenger and cargo
markets to help push up
HK INCENTIVE: The Indoyield.
nesian team launched the
One challenge the In“Visit Hong Kong Now”
donesian team will always
promotion last month, in
face is dealing with three
conjunction with UOB Credit
very different markets
Cards and the Hong Kong
– Jakarta, Surabaya and
Tourism Board, to help spur
Denpasar.
leisure traffic.
The capital city is a
strong source of business
and leisure travel, while Surabaya has a large traffic base
of workers, particularly domestic helpers.
“We need to use that base but diversify to higher yielding segments where possible,” says Rob. “However, given
that Indonesian helpers are now more numerous than
Filipinos in Hong Kong, this will certainly remain an important component of our business.”
Bali flights are mostly inbound traffic, “but with increased competition flying direct to and from Europe,
we’ll need the Indonesian teams to increase their support,” says Rob.  
Cargo forms a vital component of CX Indonesia’s revenue, making a significant contribution on each of the
three Indonesian routes.
“We ship live and fresh seafood as well as pharmaceuticals and general cargo such as furniture,” says Rob.
“However, given the rates out of Hong Kong we will focus more on shipping to Hong Kong and ‘space available’
destinations as well as selling priority products.”
As the cargo market comes back, the CGO team in Jakarta is getting ready for the reinstatement of the second
freighter service this month.
On the passenger side, Rob says there will be a review
of frequencies to Jakarta and Surabaya, while extra sectors will again be laid on for the annual Lebaran festival
holidays in September – “a vital and growing component
of our business,” says Rob.
Rob praises the teams in Indonesia for their achievements in 2009 – a year when valuable lessons were learnt,
particularly in terms of keeping a cool head in a crisis.
For 2010, in addition to the business focus the team will
also take a closer look at how to deliver consistent service
excellence at Indonesian airports – as Surabaya did last
year – and target opportunities for further developing online sales and check-in.
“Also, our OAS results show we have some work to do
with ‘people and learning’ – work in this area has already
begun,” says Rob.
“All in all, a busy year ahead!” Rob smiles.
UNITED KINGDOM, PHILIPPINES
Team buoyed
by growth
in demand
Football reaches
fever pitch
The Chennai team recognised their topperforming agents at a glittering event
on 2 December at the Taj Coromandel
hotel.
General Manager Middle East, India,
Africa & Pakistan Tom Wright opened the
evening by thanking the agents for their
support, before a lively performance by
percussion group Jus Drums with the
audience joining in on tambourines.
FLYING HIGH: Philippines Country
Manager Ed Higgs (left) and Paul Loo
(right) with top flyer Gerry Croarkin.
Appreciating
passenger loyalty
The UK and Philippine teams held thank-you
events in December for Marco Polo Club
members.
The London team (left) met with MPO
members on 17 December at the city’s
landmark building The Gherkin.
Over in Manila, the 2009 top flyers
gathered for an exclusive cocktail event at
the Atrium in the Enderun Colleges in Fort
Bonifacio on 8 December.
General Manager CPLP & CIS Paul Loo flew
over from Hong Kong and presented the
country’s top flyer for 2009, Diamond Card
member Gerry Croarkin, with a four-day/
three-night stay at the Amanpulo resort.
Port people
Workshops, teambuilding close the year
Thesa’s a model winner
INDONESIA
The Surabaya and Denpasar teams took part in
Vision & Missions workshops in December to
brainstorm ideas about how individual staff can
contribute to CX’s seven mission statements. 
The teams developed lists of short and longterm action items to help articulate the strategy
as the team move forward.
On 12 December, the Surabaya team set out on
an exciting rafting excursion in Probolingo.
The wet and wild excursion took 1 ½ hours with
staff experiencing many heart-stopping moments
including a capsizing and members falling
out of the raft.
Denpasar also had a
fun teambuilding day
out on 10 January at the
neighbouring island of
Nusa Lembongan in Bali.
The games included
“tree and squirrel” with
staff paddling a balloon
through the air, “fish
net” which saw staff
holding hands to form a
net to catch some “fish”,
and “the mummy”, with staff
getting wrapped up in toilet paper.
Long service honoured
GERMANY
The Christmas festivities for the
Frankfurt team were extra special for
three staff who became the proud
owners of long-service pins.
Customer Services/Ticketing
Coordinator Andrea Koermendy
received a 25-year pin while
Customer Services Supervisor
Barbara Janezic and Sales Support
Officer – Leisure Michael Gerber both
received 20-year awards.
The CX team in Japan took part in
a Hong Kong Tourism Board press
conference in Osaka on 18 January
to announce the participation of the
Kansai Yuru-Character All Stars in the
Cathay Pacific International Chinese
New Year Night Parade on 14 February.
The All Stars consist of 12 mascot/
image characters from six different
prefectures in the Kansai region with
each character representing a different
tourism event, attraction or place.
japan
Adding character
to the CNY parade
Speaking at the conference, Manager
Sales Osaka & Hokkaido Osato Shigemura
said: “I am delighted the Kansai tourism
ambassadors will be in the Chinese New
Year Night Parade, especially as this year we
are also celebrating a significant milestone
– 50 years of Cathay Pacfic operations
between Osaka and Hong Kong.”
The Chennai team visited the Seva Samaham Children’s Home on
6 December to present gifts and play games with the children.
The team took the event to heart by scouring the wholesale
markets of Chennai for hours beforehand to look for gifts and
then working through the night to prepare the goodie bags.
The children welcomed the team with song and dance
performances before the games began.
Cargo Services Agent Arun S and Airport Services Agent Steffi
Lazarus displayed their own performance skills with a song and
dance performance to Where’s the Party Tonight?
Even more popular was Santa, who distributed cake
and chocolate, while the organisation was presented with
library racks, fans, tube lights and books.
INDIA
Spreading Christmas cheer
Passenger Sales Executive Thesa Molino
still can’t get over the fact that she was
named the first Betsy Philippines
Model Employee during the Manila
team’s Christmas party on 4
December.
Thesa received a
Betsy aircraft model,
an overnight stay at
a five-star hotel and
10,000 pesos for
her achievement.
She
was
recognised not
only for being a
role model for the
rest of the team
but also for being
named “Account
Executive of the
Year” for the past
three years.
WINNING SMILE: Thesa takes work
“The best thing
challenges in her stride.
about my job is having
more exposure to the
travel trade which gives me more opportunity to learn
about the travel industry and the overall airline business,”
she says.
Like all jobs there are challenges, but Thesa takes
them in her stride and makes it a point to seek help from
her colleagues and supervisors when she encounters
difficulties.
“In most cases, I do breathing exercises to calm me
down,” Thesa jokes, before recommending not treating
work simply as work.
“Trust me, it helps,” she adds.
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Singapore’s shining
service star
Shallow as it sounds, it was the smart Cathay Pacific uniform that attracted Singapore Airport Services Supervisor
Janet Jothi to join the airline in 2000.
After more than eight years on the job, Janet still wears
the CX uniform with pride and ensures that she always provides the airline’s signature service to all the passengers
she meets.
“It’s been wonderful working here and I’ve enjoyed every
minute with the airline,” says Janet, who has won a number
of awards in recognition of her excellent service.
She received a Changi Airport Gold Service Award when
she took a female passenger and her three-year-old daughter back to her own flat when she learned they had been
given poor accommodation in Singapore.
Last year, Janet was also named a winner at the Betsy
Awards for her exemplary service.
Janet says it’s in her nature to care for people, though
she admits it’s a challenge to satisfy all the passengers’
needs. But she tries
to remain patient
and positive.
“When you love
what you are doing
and treat people
the way you want to
be treated yourself,
it gets easier when
dealing with passengers,” she says.
HELPING OUT:
Janet has reaped
the rewards of
her excellant
service attitude.
13
One
minute with...
Sabrina
Lau,
Assistant
to Director
Cargo
1. As a tiger, are you looking
forward to a roaring year?
Absolutely! I might even get my
first ever outport posting.
2. Tigers are said to be vivid,
lively and engaging. Does
that describe you?
Yup. I’m quite “tigerous” in that
respect.
3. Apparently having a
tiger in the house protects
against fire and burglary.
Has that worked for you?
Worked so far! Maybe I can save
a few dollars by cancelling my
home insurance.
4. What do you like best
about Chinese New Year?
The omnipresence of my favorite
colour red.
5. Anything you dislike
about it?
It only comes once a year. Giving
out red packets should be a yearround practice.
Rapid rise to the top!
Those of us who turn pale at the thought of walking up a couple of
flights of stairs at Cathay City could learn a valuable lesson from the
CX team that won the Run Up Two IFC race.
The four-man team – Peter Langslow (AHQ), Chris Kempis (FOP),
Alan Wilson (FOP) and Albert Chan (ENG) – managed to climb the
88 storeys of Central’s iconic building in just 14 minutes and five seconds.
Their dash up the internal staircase of Two IFC – six seconds ahead
of nearest rival Sino – earned them the overall champion and category champion honours.
HKSAR Financial Secretary John Tsang was on hand to present the
trophies to the CX stair-runners at the event on 24 January, which
raised money for the Community Chest.
Three of the CX team got into shape by running up the stairs of the
Headland Hotel in the two weeks leading up to the event.
“While they were training I was on holiday!” says Peter. “So it was a
good thing that there was one stage much shorter than the others
– mine was only 14 storeys compared to Awesome Alan’s 33 and I still
nearly barfed at the top!”
Albert says the team
made a late decision to
take part so didn’t have
much time to prepare.
“This was our first
time in this race and
with runners starting
at 30-second intervals
it was hard to keep track
of our position – we just
pushed hard and tried
our best,” he says.
Chris says he does a lot
of cycling and hill climbing,
“but nothing compared to the
peak heart rate that I achieved
while running up the 2 IFC stairs.
“I took over from Alan after his 33
floors, yet he looked so fresh that I
was tempted to let him do my 20 for
me as well!” says Chris.
All the runners say they’ll be
back again next year with an aim
of beating the record – 12 mins 8
seconds – for the ascent.
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TALL ORDER: Chris, Alan, Peter and Albert
against the imposing 88-storey Two IFC
(above). Celebrating their victory in the
exhausting event (left).
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6. Has your three months
in Cargo been what you
expected?
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I had high expectations but it
went far beyond that.
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7. Outside of work, you like
the films of Hong Kong director Wong Kar-wai. What is
special about them?
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The luscious and evocative
cinematography paired with the
perfect soundtrack.
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Three-month old Kenzo Yung has plenty of CX friends to keep him
company as he sleeps.
His UK-based travel agent grandmother Meiling Wun is a long-time
supporter of CX and has a zoo of CX soft toys collected over the years.
The toys are produced annually by the airline to commemorate the
animal of the Chinese zodiac whose year it is, and are presented to travel
agent partners in appreciation of their support.
“I’ve been selling Cathay Pacific for more than 20 years now. Every
year CX gives me a new soft toy and I now have all the zodiac animals for
Kenzo except for the snake, which was simply too large to bring home!”
Meiling says.
Baby Kenzo will soon be adding to his collection as the 2010 Year of the
Tiger soft toy is already winging its way over to him.
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Everything but the BlackBerry.
My furry friends and me
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10. Essential holiday item?
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Can I have an adventurous beach
holiday? Doesn’t matter as long
as I’m on holiday.
n
9. Adventure or beach
holiday?
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Kowloon City to my favorite Michelin-ranked kitchen. It’s less
than HK$25 per head.
n
8. When you have visitors
where do you take them
for a typical Hong Kong
meal?
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14
Bronze glow over final game
Defeating some of Asia’s strongest teams for a bronze medal finish at the
East Asian Games in December for Hong Kong’s male hockey team was a
wonderful moment for Flight Purser Alfonso Bibi Cordero.
“We won our match was against the Chinese National Team by 4-3,” Alfonso says. “It was 3-3 at full time and we scored a golden goal to win. It’s
considered the greatest ever victory for Hong Kong hockey and, as it was
also my final match, it was a sweet farewell.”
Playing on the same team was HAS Load Controller Arif Ali.
Team a vision in blue
The CX women’s football team is enjoying a brand new look for 2010
– thanks to an unexpected inflight encounter.
In November last year, Robert Earl – the owner of Everton FC, one of
Britain’s most famous soccer clubs – was enjoying a trip to Hong Kong
from New York in First Class.
He got chatting to Inflight Service Manager Barbara Lewis and the
conversation turned to football.
Barbara told Robert about the women’s soccer team in CX, which she
captains, and Robert was impressed by what he heard – but the ISM
didn’t take it too seriously when the Everton boss said he’d send over
some team kits for the girls.
“I thought he was just being polite, so imagine our surprise when we
got a package of full Everton kits for all the team,” says Barbara.
The CX players tried on the kits at a recent training session and the
photos will be sent to the UK to add a touch of glamour to the Everton’s
match programme.
The women’s football team is recruiting more players – email Barbara
at CCABHR if interested. No experience is required though you should be
reasonably fit.
a’s son Travis
L’s Simon Mirand
CATHAY BABE: MN
.
rly
ea
on
educati
Isaac starts his CX
CELEBRATION!: Janet Kuet (front left) marks her
birthday with members of her training class.
STONE-AGE MAN: CCD’s David McIntyre follows the
leader on a stone sculpture in Guangzhou.
GREAT WORK!: Philippines Service
celebrate their achievements.
Champs
The Quiz
The winner of our first prize this month
will receive a two-night stay in a Studio
70 room with breakfast for two at The
Opposite House in Beijing.
The Swire Hotels-managed 99-room
property takes its name from its
location opposite The Village in the
entertainment area of Sanlitun.
The Opposite House’s F&B outlets
include Mediterranean restaurant
Sureño, Bei which serves north Asian cuisine, contemporary
lounge bar Mesh and a casual all-day café.
Leisure facilities include a gym featuring Technogym equipment and a
22-metre stainless steel indoor swimming pool.
Find out more at www.theoppositehouse.com
The second prize winner will receive a twopiece Vinum – Syrah glass set from Riedel
Crystal.
Vinum – Syrah glasses are ideal for serving
fruity, rich, concentrated oak-aged red wines
with balanced acidity and tannins such as
syrah and grenache.
Riedel Crystal started in 1756 in Bohemia
and has been a family-owned business for
11 generations. It is regarded as a leading international crystal
brand. In 1958, Professor Claus Josef Riedel discovered that the shape
and size of a wine glass can alter an individual’s perception of alcoholic
beverages and became the first person to
design the shape of the glass specifically
according to the character of the wine.
Go to www.riedel.com for more
information.
To enter, visit the online quiz entry form on the CX World site.
The deadline is noon on Friday, 5 March.
FINEST VINTAGE: CX wine consultant Roy Moorfield takes a
well-earned rest during a recent tasting session.
DIN
WINE AND
nang.
dinner in Pe
ng
1 relax duri
of CX72
E: The crew
CLEMENT TIME: Three Clements – Au, Lam and Tam
– meet up at December’s GML dinner.
GOLDEN MILES
TONE: Former
CX mechanic
Chan celebrat
Dick
es his 94th bi
rt
hday. Dick wo
for the airline
rked
in the 1940s.
SNACK TIME: HKG office sample special rice
dumplings prepared by Sarajane Tam.
PIECE OF CAKE: Andy
Daws has a cake
with images of his wh
ole project team.
Wonders of Japan
Flight Purser Tara Tjhang delves into the
many delights of Nagoya
For my trip around Nagoya I simply packed
comfortable walking shoes, a camera and
water.
Japan’s fourth largest city offers traditional temples and castles alongside modern
shopping areas and an iconic TV tower.
First on my must-see list was the Osu-Kannon Temple.
Located in central Nagoya, a bi-monthly flea
market is held in the
temple
grounds
which unfortunately I missed.
Instead I took
the opportunity
to stroll around
the nearby Osu
Shopping Arcade
which houses small
mom-and-pop-style
shops selling clothes,
traditional crafts, snacks
and 100-yen bargain items.
Tired out by the window shopping, I
decided to sample misokatsu – a fried pork
cutlet with a rich miso-based sauce – which
is a speciality of the city.
I arrived just before the long lunchtime
queues started and grabbed a seat by the
bar overlooking the chefs who were busy
preparing the delicious meals.
Just like Paris, Nagoya has a tower soaring
over the city – the 180-metre TV Tower – and
visitors can go to a skydeck which is 100 metres up.
I chose instead to go to Hisaya Odori park
where there is a wonderful view of the tower
lit up at night.
Next to the tower is the futuristiclooking Oasis 21, a recreational
and commercial complex in the
heart of the Sakae shopping
district.
The rooftop promenade
is open to the public and I
sat by the intriguing “Water Spaceship” to enjoy
the view of the city.
The next day there was
just time to visit Nagoya
Castle.
The castle is surrounded
by a vast garden area with
a small tea house, a lovely collection of paper dolls and a theatre
where traditional Japanese Noh plays are
performed.
The main building is a concrete replica of
the original and there is an interesting museum with information about the castle and an
observation deck overlooking Nagoya city.
My short trip was over but I felt I managed
to jam a lot into it.
Travel
bites
n Rocking in Penang
The Hard Rock Hotel, Penang
is offering CX staff a special
rate of 230 ringgit for a hillview
deluxe room including breakfast
for two.
The resort hotel has the largest free-form
pool in Penang complete with sand islands,
water slides
and poolside
cabanas.
The property also has
a Lil’ Rock
Kids Club,
electronic
game stations,
a spa, gym,
two Hard Rock
merchandise
stores and five
restaurants.
More information on Travel Desk.
n Pancake heaven
OLD AND NEW: (clockwise from above) Nighttime view of the Nagoya TV Tower, Nagoya
Castle, the spaceship-shaped Oasis 21 and the
delicate paper doll collection at Nagoya Castle.
The Cathay Pacific City Guides feature Air
Crew Tips from staff around the network.
Flight Attendant Vera Indaryoko
recommends dropping by Pancake on the
Rocks restaurant when in Sydney.
“The queues at the door will give you
an idea of how popular the place is, but it
doesn’t take long for the waiters to find you
a seat,” she says.
“Best of all, the pancakes taste great,
the prices are reasonable and there is a
great ambience. Try the strawberry patch
pancakes – they will definitely make you go
back,” Vera adds.
To submit your own tips please go to
www.cathaypacific.com/tips
n Seoul on the run
Up to 30,000 runners will be pounding the
streets of the Korean capital on 21 March for
the Seoul International Marathon.
The 42-kilometre route winds through the
main city streets passing major landmarks
such as the General Yi Sun-shin statue, the
Han River and on to the Seoul Forest in
Seongsu-dong before ending at the Olympic
Stadium in Jamsil.
Visit http://marathon.donga.com/seoul/
international_e1.html
SHOW US YOUR TIPS!
CX World welcomes staff travel tips from
across the network – email us at CCD#SCT
HK$500 for a travel tale!
Every month, CX World invites all CX staff to tell
unusual, interesting or just downright quirky
tales of travel moments around the world.
Sponsored by Inflight Sales, the lucky
sender of the main story
receives HK$500 worth
of inflight sales products
of their choice from
the ever-changing
collection of over
260 items on offer
(excluding liquor and
cigarettes).
Go shopping at
www.cathaypacific.
com/dutyfree
16
Snap happy
This month’s photo shows a lion cub at
the Ukutula Lion Park & Lodge in South
Africa and was taken by Second Officer
Kelly Todd.
“I went to Johannesburg last summer
and Ukutula is about an hour’s drive
away,” says Kelly.
“I spent an afternoon at the lodge
and the staff allow visitors to interact
with the lion cubs as well as some of
the older lions,” she adds.
At the game park, visitors can also
view antelope species, giraffes, zebras
and a wide variety of birds.
Find out more at www.ukutala.com