Nok Air scrambling to repair poor image

Nok Air scrambling to repair poor image

Flight delays and staff behaviour key factors

Chief executive Piya Yodmani says the company is considering providing extensive training for staff, especially for managing crises.
Chief executive Piya Yodmani says the company is considering providing extensive training for staff, especially for managing crises.

Nok Airlines Plc is committed to overhauling its flight delays within the next few months in response to major recent setbacks that have damaged the airline's image.

Piya Yodmani, the airline's chief executive, admitted frequent flight delays has been one of the airline's biggest problems, especially this month, and it has tarnished the reputation of Nok Air greatly.

The major delays were caused by technical problems with aircraft, and airport closures in Nan province and Yangon, Myanmar because of inclement weather.

To solve the technical problem, Mr Piya said the budget airline is considering improving its aircraft maintenance work by having its own maintenance centre, or at least reserving equipment for small repairs.

Aircraft engines are sent to Singapore or China for repairs.

Nok also plans to reserve about two aircraft to carry passengers in case of delays.

The reservation is expected to prevent the airline from increasing capacity much over the next few months, even as market demand ramps up during Songkran in mid-April.

For dealing with upset passengers and handling the crisis more professionally, Nok Air is considering giving its 800 staff (mainly ground workers and air crew) intensive training courses in order to improve services and communications when facing crises such as flight delays.

During the overhaul period, pilot and technicians as well as specialists involved with operations will be asked to participate in another trainings such as repair work.

This is because many passengers affected by recent flight delays have reported inappropriate behaviour by airline staff through online media.

"There was great damage in terms of reputation and customer confidence," said Mr Piya. "However, we regret the problem and are committed to improving our communication and customer services.

"When staff realise there are flight delays, they should be alert and communicate with passengers every 15 minutes. This is just common sense."

He declined to provide the number of delayed flights and damage costs, saying the incident had negative impact on the airline's image, while diminishing passenger confidence.

The budget airline is in talks with Dusit Thani College to provide hospitality and service training.

Nok Air reported 1.85 billion baht losses in 2017, improving from 2.8 billion baht in 2016 losses.

For 2018, Nok Air has targeted to boost revenue by 2.8 billion baht from last year's level to 16.8 billion baht, increasing passenger numbers to 9 million from 8 million in 2017 and raising the cabin load factor to 93%, an increase from 86%.

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