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Luxury » All article » Royal Jet is in control of the flight (14.10.2007)

Royal Jet is in control of the flight

Royal Jet recently invested $48 million in its new Guest Flight Control Centre (GFCC), aimed at improving business flow, flight process quality and the overall customer experience.

The company made regional aviation industry headlines earlier this year when it implemented its GFCC – the first of its kind in the Middle East for a charter airline.

The GFCC improves efficiency and information delivery to clients; with enquiries being passed along to individually trained specialists working with new state-of-the art IT systems.

"The GFCC implementation cemented Royal Jet’s position as one of the Gulf’s leading and most competitive private airlines," said O’Hare. "It has increased client handling capacity through new structure and communication channels between ground staff, flight operations and clients".

With the new Control Centre, client requirements are now supported by eight individual GFCC teams: Guest Services, which interfaces with the clients on ground transportation and flight reservation details; Crew Service, to co-ordinate service suppliers and crew logistics.

Aircraft and Crew Scheduling and Planning, to manage flight crew duties, aircraft assignment, engineering schedules and guest services; Trip Planning, which is responsible for airport requirements, flight permissions, landing permits and long range forward planning.

Flight Dispatch to provide flight plans and control flight operations; Vendor Standards Development to co-ordinate with suppliers and maintain service quality; Service Quality Development to ensure a closed-loop process of quality review, development and improvement; VIP Services which is responsible for airport meet-and-greet and interdepartmental co-ordination; Commissary and On-board Standards to support in-flight stocking, organisation and supplies maintenance.

All departments work together to make sure the entire flight cycle process runs as efficiently as possible. When a client enquiry is processed, the required information is broken down and handled by each team. The information is then collated and the results and options given to the client. The entire process can take as little as 30 minutes from enquiry to quotation.

The GFCC is not only benefiting Royal Jet; the company is also offering its services to its aircraft management customers and interested external third parties.