The Journey Sep 2017 PDF

The Journey OUR PEOPLE, OUR AIRLINES
September 2017
Delivering a win
A look at what Cargo is doing to
help our airlines carry the load
Strategy Trains and planes Behind the scenes Winning together

How Global Business Services Our people experience a A closer look at our Inflight The Guru: facts and
will change our company day in the life as MTR staff Entertainment team tips on teamwork
France | Germany
Italy | Japan | Spain
United Kingdom
United States
About roaming
What is roaming?
Roaming is the temporary data service network
offered when you go abroad and leave your
normal mobile operator’s service. The terms and
pricing of this international "lending" network will
be drawn up according to agreements between
different international operators.
Slow roaming speeds

In some countries, people using roaming services
are not able to access 4G speeds, even when the
service provider offers a 4G network, because
foreign users are not connected to the
high-performance networks. In addition,
customers may find their roaming network speeds
are affected because the “roaming agreement”
between operators means all their data is
transmitted first to their home network provider
before being forwarded on.
Travel with GlocalMe Expensive roaming charge

People who travel around the world need to stay connected with their friends, 經常周遊列國無時無刻需與工作夥伴、家人親友緊密聯繫即
Costs are another big issue with roaming services.
family and colleagues. Even experienced business travellers have faced 使早已預備的用戶亦曾經被當地的繁雜或低質素的電訊服務
Operators usually charge one another high
difficulties with local poor-quality broadband services. GlocalMe is the global 影響而與夥伴失聯麻煩連連。GlocalMe正正是一個卓悅的國
borrowing fees, which are then passed on to
mobile network solution - its core four features will ensure you enjoy a 際流動寬頻方案讓你在超過一百個國家都能隨時隨地享受媲
people using the roaming services. Therefore, the
competitively priced, stable and secure internet service that keeps you 美當地人上網的體驗和收費與世界連繫。
cost of using roaming services while abroad may
connected as a local in more than 100 countries worldwide.
be very high compared with the actual cost of
using a local data provider.
SIM-free with instant connection
By adopting CloudSIM technology, it will automatically connect you to the 採用CloudSIM技術自動連線至當地最強訊號的電訊商無須提
best local network instantly. You can enjoy a fast and stable internet 前預訂亦無須在手機上作任何設定即開即用。 GlocalMe provides an innovative, easy solution
that puts an end to these problems linked with
connection once it launches.
roaming services by connecting you to a local
network without any SIM card.
Service coverage in more than 100 countries worldwide
You can now travel around the globe with a single gadget that will broaden 周遊列國亦無須尋找或購買多種漫遊方案真正一機走
your horizons. 天涯。
A fairer, competitive rate without a contract

GlocalMe charges are based on data volume using Pay-As-You-Go. This makes GlocalMe以數據用量收費用多少算多少且花費實時顯示線上
it extremely convenient and affordable to stay online. You can also easily add 付款即時享用服務。漫遊小知識
credit via the mobile app.
什麼是漫遊
Share the service with friends and family 漫遊指當您離開原有網絡覆蓋區域時一般原來的
GlocalMe can support 5 devices simultaneously to ensure a good, reliable 可讓最多五人分享穩定的網絡體驗。居住地)需要使用流動網絡而臨時借用其他運營
online experience. 商網絡而借用的條款跟定價則由電訊公司之間的
「漫遊協議」而定。
漫遊速度不理想
在某些國家提供4G 網絡但使用漫遊時卻永遠沒
有如此速度因為當地的4G網絡是不外「借」。
另外漫遊速度被拖慢的原因亦可能因數據傳輸「
繞遠路」。如果把數據傳輸比作送外賣想象一下
您在國外當地點的外賣必須先送回國內再送去給
您這般繞了一個大圈速度上肯定有影響。這也是
因為「漫遊協議」規定。
高昂的漫遊費
在「漫遊協議」中另一對用戶有影響的當然是收
費。由於兩方運營商一般都會收取高昂的「借網
」租金這昂貴的價值當然是由用戶一同承擔所以
Cathay Pacific／Cathay Dragon Employee Discount 導致漫遊費跟本地數據收費差異很大。
面對漫遊種種的限制GlocalMe則截然不同為您「
借」來是當地的SIM卡可如當地人般使用流動網
絡上述的困惑自然迎刃而解。
CEO MESSAGE 3
September 2017
NEWS & INSIGHT
News 4
Outport news 10
Performance 12
Industry news 14
Strategy 16
Customer insights 18
FEATURES
The Cargo story 20
A message from Rupert MTR service exchange 24
AS WE HEAD towards the end of is on strengthening our short haul fleet to PEOPLE
2017, now is the time for all of us to complement it and balance the network. Behind the scenes 28
concentrate on delivering real and On a similar note, we have announced From the flight deck 30
lasting improvements that build three new European destinations from From the cabin 31
momentum around transforming the summer 2018, linking new points to Hong
On the ground 32
business and our performance. Kong for the first time. Our room for
Letters to the editor 33
As a part of that, it’s vital that we manoeuvre at Hong Kong International
The guru 34
are set up to respond quickly to Airport (HKIA) is limited until the third
market changes. In this month’s issue runway is complete but we have a plan
there are examples of how our teams for long-term growth and network CATHAY LIFE
have successfully done this, with expansion and will continue to launch Heritage 35
the successful growth of our cargo new destinations and add frequencies. Cathay Club 36
operation. While it’s true that we have We have to balance long-term and My other life 37
benefitted from an upturn in demand, it’s short-term considerations. Well, there is Competition 38
also true that we’ve been nimble in our nothing more immediate and urgent than
response by anticipating market trends, an incoming typhoon. The past month TRAVEL
working with partners and customers has been particularly testing, with three
Travel experience 40
to deploy more capacity to grow and typhoons in as many weeks. Anticipating
My hometown 41
strengthen our hub in Hong Kong. the likely impact and making the right
24 hours in… 42
We are working hard to achieve operational decisions upfront is a key
similar results on the passenger side part of getting through the disruption
of the business. We must generate that follows. It really is a team effort, from
more revenue as we grow the fleet and operations control, to those in the air,
introduce new aircraft, destinations and
services. This involves taking considered
those that support them, the outport
teams and of course, everyone involved
20 35
risks. And we will do that. at HKIA. Thank you.
I visited Airbus at Toulouse recently to As a business we are in the middle of
sign a memorandum of understanding a storm. We need to acknowledge this
to buy 32 new A321neo aircraft for our and change to respond. But with the
Cathay Dragon fleet for delivery in 2020 - same spirit we will come out of the other
2023. We have rejuvenated and expanded side stronger.
our long haul fleet in recent years – the
27 40
average aircraft age is now about five
and a half years old – and now the focus
Get involved…
This is your magazine – we want to hear from you!
If you have pictures or story ideas or want to comment on
anything, email us: peoplecomms@cathaypacific.com or
find us in The Journey group on Yammer
This issue’s cover

PUBLISHER Tom Owen Advertising enquiries: You’re looking inside Cathay Pacific’s high-tech cargo terminal
EDITOR Lucy Jenkins Asian Integrated Media Ltd.
+852 2850 4017 PEFC/16-33-211 at Hong Kong International Airport. The terminal is run by
Produced by Cedar Hong Kong asianimedia.com company subsidiary Cathay Pacific Services Limited.
+852 2833 9788 enquiry@asianimedia.com
cedarcom.hk
cathayenquiries@cedarcom.hk Printed by Toppan Printing Co. (H.K.) Ltd
4 COMPANY NEWS
Did you know?
1,050 Diameter in millimetres of an

A350-900 nose landing gear tyre
2,456
Distance in miles
of Cathay Dragon’s
longest flight: Hong
Kong to Bengaluru
Alibaba deal signed

New agreement will strengthen ties with
China’s burgeoning online travel market
THE CATHAY PACIFIC Group

further deepened its collaboration
with the Alibaba Group through a
strategic cooperation agreement.
people. Our strategic partnership
will allow us to make targeted travel
offers to some of these potential
customers. Part of the arrangement
71
The age Cathay Pacific will
Specifically, it will work with Alibaba will involve running joint sales be on our next birthday,
companies that are focused on campaigns on Fliggy to generate 24 September
travel services, payment systems more revenue through the portal.
and cloud computing. “Alipay is a widely used payment
These companies include Fliggy method in China and other
38
– Alibaba’s travel services platform, countries. It is currently available
Ant Financial – the mobile payment on our website for ticket sales and
platform, and Alibaba Cloud – the there is potential to expand it to
company’s cloud-computing arm. other touchpoints, such as our
Cooperation between Cathay mobile app.”
Pacific and Alibaba dates back to Both Cathay Pacific and Alibaba The number of cadets
2014 when we became the first Cloud will look for joint development who have graduated from
non-mainland airline group to open opportunities using the company’s the Cathay Dragon Cadet
a flagship store on Fliggy, one the data centres to drive innovation and Pilot Programme this year
largest portals in China. boost operational efficiency.
Director Commercial and Cargo Chief Customer and Commercial
Ronald Lam said: “Alibaba is a Officer Paul Loo said: “This is an
strategic partner that will help us important milestone for Cathay
71
widen our customer base and Pacific and Alibaba Group.
deepen our distribution in China. Following our flagship store on
The deal is a good example of Fliggy, we are pleased to elevate
bringing customer centricity to our cooperation with the largest
life, by making customers’ lives retail commerce company in the
easier in what is a very important world. We believe this strategic tonnes of clothes are
market for us.” cooperation will offer more choices cleaned each day at
Ronald added: “Alibaba has a and better user experiences for Vogue Laundry
database of more than 500 million travellers in the future.”
THE JOURNEY SEPTEMBER 2017

THE BIG PICTURE 5
The
Big Picture
Bird’s eye view

FRENCH ARTIST CEDRIC Le Borgne’s giant steel
birds watch over passengers at Changi’s hi-tech
new Terminal 4. When it opens later this year, T4 will
offer end-to-end customer self-service from check-in
to boarding, where customers can scan their boarding
passes to open the gates.
It will also be home to our new signature lounge. Our
Singapore team will make T4 their new base by the
end of October.
6 COMPANY NEWS
It’s A321 go! Airbus’ Christopher
for Cathay Dragon

Buckley (left) and
Rupert Hogg sign
the A321neo MOU
CATHAY DRAGON HAS signed a making in new aircraft

memorandum of understanding underlines our confidence
(MOU) to buy 32 Airbus A321neo in the future of the Cathay
aircraft, to be delivered between Pacific Group, as well as our
2020 and 2023. The agreement commitment to bolstering Hong
was signed in Toulouse, home Kong’s position as Asia’s largest
of the Airbus headquarters international aviation hub as we
in France. bring new connectivity to and
The new aircraft are the largest from our home.”
in the A320neo (neo standing for Rupert went on to say:
“new engine option”) family. “The intention is to add new
They will replace Cathay Dragon’s destinations to Cathay Dragon’s
15 smaller Airbus A320s and network, while also increasing
eight existing Airbus A321s. frequencies on some of our Airbus design specifications When delivered, the new
Cathay Pacific Chief Executive most popular routes so we show the A321neo has a aircraft will feature Cathay
Officer and Cathay Dragon can provide our customers seating capacity of up to 240 Dragon’s latest seats,
Chairman Rupert Hogg said: “The with more travel choices and passengers and an extended cabin designs, and inflight
substantial investment we are convenience.” range of up to 6,850km. entertainment options.
The blended wingtip “sharklets” add weight but reduce

fuel use on 1,500-nautical-mile journeys by 3.5%
Seat fuel saving:

20% (high-density cabin)
Max payload:
21.2 tonnes
Range:
3,700nm
Max take-off weight:

93.5 tonnes Noise reduction:
Approx. 50% compared to A321ceo
(current engine option)
Source: Airbus

COMPANY NEWS 7
Cathay Pacific in
tune with HK youth
CATHAY PACIFIC HAS renewed its role as Official Carrier
to the Asian Youth Orchestra, which has now embarked
on its world tour.
The relationship between airline and orchestra now
SUBSIDIARY AND AFFILIATE NEWS spans 27 years. Chief Customer and Commercial Officer
Paul Loo said: “We believe that as an airline based in
CPSL has some big fans Hong Kong, we play a big part in providing opportunities,
Cathay Pacific Cargo Services recently installed six giant ceiling fans, each enabling youth from Hong Kong and the region to travel
more than seven metres in diameter, on the 3/F of the terminal. The fans are the world. We hope that through partnering with inspiring
high-volume-low-speed types that will increase ventilation by 180%, compared programmes such as this one, we will be able to help more
to the traditional oscillating wall-mounted fan. They are also green products young people to pursue their dreams.”
that use half the power. In compliance with CPSL’s strict safety standard, the The Asian Youth Orchestra’s tour includes 21 concerts
fans work with the Building Management System, and will stop automatically if in 20 cities in Asia, the US and Europe, before flying home
the fire alarm is activated. The company has also installed evaporative coolers on 6 September.
that will use much less energy to keep the warehouse cool.
HAECO offers educational tour

to Cabin Crew
Hong Kong, began the event by
presenting an informative support
Fanfares streamlined,
Cabin Crew got a chance to see a
different side of the cabin when they
service workshop. Afterwards HAECO
staff gave 29 of our people a behind the hotels now added
made a visit to HAECO on 21 August. scenes look at the paint bay and the
Monna Tsui, Vice President maintenance bay, and finished things THE POPULAR FANFARES website got a revamp last month,
Commercial, Line Services HAECO up with a detailed tour of the hangars. with a new layout that is more accessible to mobile users.
Visitors to the site will notice that there are now fewer
destinations offered each week, as the company has
decided to focus on popular destinations based on our
customers’ purchasing behaviour. Customer feedback
showed that the quality of the fanfares offers was much
more important than how many destinations were offered.
The other major change to the service is the addition
of hotel offers, so customers now have a one-stop-shop
option for planning their trips.
“The new mobile-friendly platform makes booking
very straightforward and easy and enables a better user
experience for our customers,” says Assistant Online Sales
Manager Ringo Leung. “User registration helps speed up the
booking process and it’s free for everyone – not just Marco
Polo Club and Asia Miles members.”
Catering now serves Jet Airways

Cathay Pacific Catering Services
added a new customer to its roster
Lean and keen
as Jet Airways (9W), India’s second Updates on putting Lean into practice
largest airline, has signed up for
inflight catering. That brings the THE RECENT YELLOW Belt Project from Jade Hui, Group
total number of airline customers to Security Manager – Compliance, significantly reduced the
49, the most ever in CPCS history. time spent by our Security Operations Team on compiling
9W operates two flights a day from incident reports regarding unruly passengers.
HKG, servicing Mumbai and Delhi. Jade used some of the things she used in her Lean training,
including process mapping and “5 why” analysis, to find two
things that slow down compiling and cross-checking the
report: the lack of a standardised investigation approach and
the lack of standardised report presentation.
This is a classic example of how by applying Lean
practices, we can streamline our operations and be more
efficient and customer-centric, in line with Time to Win.
8 DEPARTMENT NEWS
Healthy eating on the way BE FIRST IN LINE!

Win an exclusive tasting of the
new menus with your team!
Construction on the dining area has begun, Look out for details in
Start the Week on how
with opening planned for October you can be the first
to sample the
WORK IS UNDER way to transform the dining has tailored its food concept to reflect our new offerings.
experience at Cathay City, with more choice and employees’ feedback and we’re looking forward
Not based in Hong
exciting new options in a better environment. The to seeing the reaction of everyone when we
Kong? Don’t worry, you can
new dining area will also have a more efficient open fully in October.” still enter the competition and
ordering system with more payment options One of the main themes from survey feedback we’ll give you vouchers for a
including a self-service kiosk and an app, all of was the need for more healthy options. This was team meal in your town.
which will help reduce queues. echoed by a recent poll in Start the Week, where
“We understand that people want more choice healthy eating was also the clear favourite. So
and as part of this, they want healthier food now you can look forward to a mix-and-match
options,” says Perri Lam, Employee Benefits salad bar along with a made-to-order fresh juice
Manager. “We want to provide an environment bar and a range of fruit-infused waters.
where you can eat well, work well and live well. Look out for more news on the revamped,
Maxim’s, which is funding the renovations, full menu in the coming weeks.
FIRST IMPROVEMENTS TO STAFF TRAVEL

FOLLOWING A COMPREHENSIVE review of You also told us that you want to be treated What’s next? Coming up in 2018
the employee survey, we have announced the exactly as full-fare customers are in terms of the • Possibility of cheaper bookable fares
first set of improvements to the staff travel food you are served. We are working with the • Changes to family travel nominees
experience. Over the next four months, you’ll Inflight Services teams to make this happen. • A more transparent Flight Load app with
see changes to: “I’d like to thank everyone for their feedback improved display of available seats and
and comments in Start the Week; this benefit accepted class of travel
Pricing – current ZED low fares in Economy is always an important subject,” said Tom Owen, • Lock-in period for companion nominees will
Class to reduce by 50% from 1 November 2017 Director People. reduce from 24 months to 12 months
(employees only, not companions). “We’re pleased to announce the first changes • Improved check-in experience at Hong Kong
but we know there are other ways we can International Airport with some processes
Companion sectors – up from 12 to 24 sectors. improve the staff travel experience. We’re streamlined
working on implementing these next steps as • Post trip surveys to continuously review and
Staff Travel website launch – better display of soon as we can.” improve the staff travel experience
policy and staff travel information.

DEPARTMENT NEWS 9
First Class gets an upgrade

Personal TVs now bigger and HD, seat fabrics change
CATHAY PACIFIC’S FIRST Class interface on the Airbus A350s. button to release the monitor, and Catering Inflight and Lounge
cabins are to get a refresh, led As with the PTVs on the A350, can manoeuvre and secure the Manager Kim Chong said: “Due
by improvements to the inflight passengers will be able to navigate screen with one hand. It also moves to the limited quantity offered by
entertainment (IFE) screens and around the IFE system with a new less during turbulence.” our supplier this year, we cannot
new seat fabrics. The upgrade, touchscreen handset, but they will Along with the high-tech provide all routes with Krug, so a
which has already taken place on be able to browse, order duty free improvements to the cabin, the select number of routes will serve
one Boeing 777-300ER, is based goods or watch the interactive seat covers will get new materials the Taittinger, while other long-haul
on passenger feedback and map without pausing or exiting that look much fresher while routes will continue to serve Krug.
shows the Group’s commitment to anything they maybe watching on retaining their exclusive feel. “We have for many years served
continue to invest in the customer. the main screen. both Taittinger and Krug in First
The main feature is an HD Customer Experience Manager l First Class adds more sparkle Class – nothing has changed.
screen, which at 18.4 inches is Inflight Premium Cabins Francis First Class passengers to Zurich, We’re simply providing different
bigger than the existing 17-inch Wang said: “Additionally, the monitor Rome, Milan, Los Angeles and varieties for different routes.”
non-HD personal TVs. The level of deployment mechanism has been San Francisco can taste a new Decanter rates the Taittinger at
interactivity and functionality will changed. Rather than using two champagne: Taittinger Comtes de 97 points, describing it as wine of
be similar to that of the new IFE hands, passengers now press a Champagne Blanc de Blancs 2006. “coiled energy, focus and precision”.
CARGO FLIGHT OPERATIONS NETWORK

Training simulators could
lease time to other airlines
Cathay Pacific is looking into generating
revenue by leasing out its 777 and A350
simulators in the Flight Training Centre. The
simulators can be operated 24 hours a day,
so by tendering them out to third parties –
including other Asia-based airlines – when
Cathay pilots are not being trained, the
Converted freighter retires to desert company could have a new stream of income. Newark route to get A350 service
B-HUR, a Boeing 747-400BCF (Boeing Cathay Pacific’s flights to Newark Liberty
Converted Freighter), has been flown to International Airport, currently operated
Arizona for retirement. It originally flew by a Boeing 777-300ER, will be served by
passengers for South African Airlines the Airbus A350-900 from 29 October.
before being converted into a freighter in From the same day, one of the three daily
2006, when it joined the Cathay Pacific services to San Francisco will also be
freighter fleet. The last part of its career operated by an A350. The Newark flight,
was spent flying for Air Hongkong, which CX899, departs the New Jersey airport at
leased it from 2011. 1.10am arriving in Hong Kong at 5am.
10 OUTPORT NEWS
Nicholas Bury
Country Manager,
Myanmar
Enter the
Dragon
We catch up with Nicholas
Bury, Country Manager, Q What are the current opportunities for
Myanmar, to hear about revenue growth?
the exciting potential this A Cathay Dragon is increasing its frequency to
once locked-away country Yangon from seven to 11 flights per week with
effect from 29 October. Departing at 5.20pm
has for Cathay Dragon from Yangon, the flight arrives in Hong Kong at
9.45pm – perfect timing for connections to
European and Australian cities – destinations that
MYANMAR
we are unable to serve with our current red-eye
Q What are our operations like in Myanmar? Population
flight timing.
We see opportunities to generate new streams 54,363,000
A Myanmar, formerly known as Burma, is a of revenue through promoting our excellent
country of more than 54 million people. Not connections to mainland China, Taiwan, Japan and National dish
many people know that it is actually a very large Korea for group traffic. We are developing new fare Mohinga – noodle
country - bigger than Thailand and twice the products to appeal to different segments in these soup with catfish
Bagan
size of Germany! markets, such as labour and student traffic.
We started operating Cathay Dragon flights to
Yangon (called Rangoon during the times of the Naypyidaw
Q What does Myanmar offer for National sport

British Empire) in January 2013 with four flights
per week. This increased to a daily service in international travellers?
Yangon
Chinlone
September 2014.
The local team is small but dedicated and A Myanmar is a wonderful destination for
passionate about aviation and Cathay Dragon. tourists. Places such as Bagan, famous for its
We have grown from an initial team of seven to vast temple complex; Inle Lake, a beautiful
National bird
our current headcount of 15, handling everything freshwater lake with stilt-house villages and Peacock
from airport and cargo operations to sales and Buddhist temples; and the world-renowned
back office functions. Shwedagon Pagoda in Yangon are must-see
attractions for visitors.
If you’re into food, Myanmar is fantastic!
You can find flavours and influences from
Thai, Chinese and Indian cuisine in everything
that you eat. Flights departing
Lastly, the charming Myanmar people
go a long way to making any visit here a Yangon arrive in
pleasant one. Hong Kong at 9.45pm
Although Myanmar’s economic performance
over the past 18 months has not matched – perfect timing for
expectations, the country’s long-term
economic outlook remains positive and our
connections to Europe
team here is well positioned to capitalise on and Australia
any new opportunities that come this way.

OUTPORT NEWS 11
Jakarta
Mumbai
Changing of the guard

Mumbai says farewell to Charlie Stewart-Cox and
welcomes Mark Sutch to the neighbourhood THE JAKARTA TEAM took a road trip to Denpasar
to visit the Metta Mama & Maggha Foundation. The
IT WAS AN emotional evening when India The night also served to recognise orphanage currently looks after 11 babies under
bid a fond farewell to Charlie Stewart-Cox, three of our long-serving staff members. the age of two. The team took time to play with the
General Manager – South Asia, Middle East Customer Sales Supervisor Karen children and also delivered much-needed
& Africa. The team in Mumbai put together a D’Mello, who has completed 25 years with materials including milk formula, disinfectants and
series of dances and a video of memories the company; and Cargo Account high-chairs. To find out more about how you can
to recap Charlie’s four-year stint at this post. Manager Kaizad Asundaria and Senior help, head to baliorphans.org.
It was a perfect way to express gratitude Cargo Sales Officer Pritesh Nardhany,
to someone who had led and supported who have each completed 10 years, were
the entire region – and it was a wonderful all awarded for their contributions to
Busan
chance to welcome Mark Sutch (pictured Cathay Pacific.
right), who will be taking on the role.
There were various dances to introduce
Mark to this culturally diverse region:
upbeat afro jazz from South Africa,
traditional Arabic dance from Dubai and
high-energy Bollywood numbers. Mark
quickly got into the spirit of things and
even showed off some of his own
Bollywood dance moves, complete with
traditional Indian attire!
The team rounded things off with a
performance to introduce both Charlie and THE CATHAY DRAGON Passenger Sales team in
Mark to their new cultures – Japan and Busan held the Best Agency Awards ceremony in
India, respectively. Following the dances, July. The event, which was praised by the Hong Kong
both men shared a few words. Tourism Board for building good partnerships, was
held in the picturesque Bayside Golf Club in Busan.
Krakow
London
THE LONDON TEAM showed off their green fingers

by taking part in the Royal Horticultural Society Flower
EARLIER THIS SUMMER the team in Krakow invited children from the Dyliniarnia Show. The display translated the idea of a Life Well
Foundation – an organisation that helps poor families – to celebrate Children’s Day. Travelled into a love of gardening and horticulture. The
The kids created posters to show a Life Well Travelled, for which they received play idea behind the team’s display is a garden of
money that they could use to buy toys and books. They had a lot of fun, and some of someone who loves to travel, and has brought a love
the children even said they hope to work for Cathay Pacific in the future! of Asia and Asian plants back to British soil.
12 PERFORMANCE
2017 The year so far in figures

The Group reported a loss of HK$2.05 billion for the first six months of 2017.
This compares to a profit of HK$353 million in the first half of 2016. We know
some of the terminology and aspects of the results used in the reporting can
be complex, so we’ve tried to make things a little clearer.
PASSENGERS
Capacity Yield Revenue

73,444m ASKs 51.5 HK cents HK$32.1bn We grew the network, but our revenue
+1.1% -5.2% -3.9%

went down 3.9%.
There is price pressure in every cabin.

Our load factors were largely the same
as last year, but we’re just not making the
same revenues. Capacity is greater than
ASK = Available seat The average fare paid per
kilometres: This shows the km, per passenger. We demand: this is the new world we
maximum total passenger divide passenger revenue Income from our passenger operate in.
carrying capacity, by the total of revenue services, impacted by our
measured in seats passenger kilometres yield, load factor and capacity. Pressure from competitors is coming
available for the carriage (RPKs) – the number through in the prices we can command in
of passengers on each of revenue-paying
sector, multiplied by the
the market – and so we need to grow our
passengers multiplied by
sector distance. the distance flown. market share.
CARGO (CX+KA)
Revenue Cargo showed excellent performance – growth against a small (2.3%) increase
in capacity, so driving quality revenue and higher yield (4.4%). Our performance
HK$9.0bn
reflects an overall growth in the market and a return of economic and consumer
+13.3% confidence. (See feature on Page 20). The China export market is particularly
strong, while partnerships with Lufthansa and Atlas Air boosted tonnage carried
GROUP COSTS
Operating Costs Fuel costs Exceptional

If you remove the exceptional items,
HK$34.3bn HK$14.9bn items then our costs without fuel were
+HK$1.9bn +12.7% HK$722m much the same as 2016 – and that’s

important. Maintenance costs were up,
but as we get new aircraft they will go
One-off costs including
the expected redundancy down.
costs of HK$224m and a
Our biggest cost includes But as passenger revenues have
fine levied by the European
losses incurred by an Commission of HK$498m declined, our biggest cost, fuel, has
increase in aircraft usage. (subject to an appeal). gone up. With hedging, by the end of
From next year, the
Includes employee costs, quantity and price of 2018, the big historic positions we had
depreciation, route expenses, the hedged fuel falls and their impact on our results will be
aircraft maintenance and significantly.
other items but not fuel
in the past.
(see right).

14 INDUSTRY NEWS
See anything you like?

The latest innovations were
being sold at the Paris Air Show
Gulf carriers rising to the challenge

Amid accusations of government handouts and regional
squabbles, the Big Three still hold the keys to success
THE “BIG THREE” Gulf carriers (Emirates, Qatar Qatar is making selective investments in British markets and some are being affected by the
Airways and Etihad Airways) are major players Airways’ parent company International Airlines growth of long haul low cost. Emirates and
on the global airline scene. With small home Group and LATAM airlines group and others. Etihad recently announced a deterioration
markets (except Dubai, which has developed Etihad, meanwhile, has accelerated growth by in financial results while Qatar is suffering
significant point to point traffic), their success is acquiring minority stakes in several companies. from the broader impact of sanctions imposed
founded on using the geographic advantage of However, this has proved costly: with massive on its country.
their hubs to win transfer traffic. losses in Airberlin and Alitalia, the company is Despite these challenges the business
Gulf carriers have a good geographic now reviewing the future of its investments. fundamentals of geography and network
position to connect dynamic and growing At the moment all three face a number of remain sound. The airlines are run commercially
global markets, including Asia, Africa and challenges. The US “big three” (Delta, American, and continue to adapt to the changing world
Latin America with the markets of North United) have made extensive criticism of the around them.
America and Europe. The long range capability Gulf carriers’ business models and allegations We will likely see a slowdown in their rate
and high capacity of their modern fleets of government assistance. The Gulf carriers of growth and a revision in their fleet strategies
means they travel the globe on a one-stop or have defended themselves robustly. – Emirates for example, is looking at smaller
non-stop basis. Low oil prices have affected demand on aircraft and a partnership with low-cost carrier
Emirates has grown organically – but with a certain routes (especially in the premium Fly Dubai – but anyone who believes they will
significant commercial partnership with Qantas. segment), there is overcapacity in many disappear is mistaken.
COMPETITORS
Virgin Australia strengthens Asia ties Hong Kong Airlines AA joins the team
The Australian Competition and Consumer targets California American Airlines completed
Commission (ACCC) has granted Virgin Building on its Vancouver its purchase of a 2.68% stake
Australia permission to deepen its relationship direct flights, Hong Kong in China Southern last month.
with two Hong Kong-based carriers. Airlines will offer a four- The move entitles the oneworld
According to the ACCC website, the airlines times-weekly service from member airline to have an
Photo: Shutterstock
can now “coordinate their international Hong Kong to Los Angeles observer’s seat on the Skyteam
passenger transport services such as using its new Airbus A350 member’s board, but no voting
codesharing, frequent flyer programme aircraft. Flights will start on rights. AA will also move into
participation, lounge access, route planning 18 December and will go China Southern’s Beijing terminal
and scheduling”. daily shortly thereafter. this month.

INDUSTRY NEWS 15
PARTNERS TRENDS
oneworld is the toast of the skies Upgrade bidding

The oneworld alliance has regained its place as
best Alliance for Wine in the 2017 Wines on the FOR AIRLINES, WHICH are businesses
Wing survey run by US magazine Global Traveler. operating on tight margins and big
Airlines in the alliance submitted 28 sparkling capital investments, maximising returns
wines, 56 whites and 61 reds currently served in is essential. Hence the industry-wide
their Business Class cabins for a blind tasting by strategy to keep customers spending
21 wine industry experts. The win means – even after buying their ticket.
oneworld now holds two significant wine awards, Not all these upselling techniques
having won the Cellars in the Sky award are popular. Paying for food that was
organised by the UK’s Business Traveller previously free was not warmly
magazine earlier in the year. welcomed even if the quality improved
– as with British Airways’ short-haul,
buy-on-board Marks & Spencer
products. In fact, and in the face of
record profits, American carriers
Airberlin continues trading through insolvency have reintroduced not just free snacks
Despite entering protective insolvency proceedings but complete meals.
after Etihad withdrew its backing, Airberlin will Now a number of airlines, including
remain a member of oneworld as it undergoes Cathay Pacific (for a limited number of
restructuring. The airline is receiving support from routes), have introduced an upgrade
the German government in the lead-up to the 24 auction system. For airlines, this
September national elections in the form of a creates revenue from unsold inventory,
bridging loan that will enable the troubled airline to while passengers get the chance of
continue flight operations. Lufthansa has offered to an upgrade at a bargain price – not
support the restructure and is interested in that bidding a dollar in the hope that
absorbing more of the airline, having already taken no one else does will cut it. Airlines can
out leases on aircraft as Airberlin reduced its fleet by specify the opening bid price ahead
half. Low-cost carrier Easyjet has also expressed an of the actual flight.
interest in the company, whose stock is now worth Plusgrade, the company that built
less than the cost of a new narrow-body aircraft. the software for the auction system,
currently works with around 50 airlines
on upgrade bidding. The service offers
customers more flexibility to
personalise their journeys, keeping
MAS looks to digital future passengers – and our airlines – happy.
Malaysia Airlines has opened an in-house
innovation lab as part of its move to become a K
“digital airline”. iSpace, which is based in an 8,300
A
square foot facility, will work towards delivering
“innovative and customer-centric” products and
services for visitors to Malaysia, who are
estimated to number 36 million a year by 2020.
B
Qantas adds superjumbo to HK mix
Qantas will increase capacity on its Hong Kong to
Sydney service, which flies 14 times per week. The
airline will add Airbus A380 services to its mix of J
Boeing 747-400 and Airbus A330 flights during the
Australian summer peak between 10 December and
11 February 2018.
16 STRATEGY / Global Business Services
Let’s head to central

How will the new GBS operation streamline the way we work?
IN CATHAY DRAGON House, a suite of offices suppliers, processing invoices, calculating crew and also the Benefits Service Centre (BSC)
has undergone the finishing touches to allowances or updating personnel files. supporting people with leisure travel,” he says.
welcome one of the first outcomes of Time to Keith adds: “These are some of the important “It makes more sense to have them in one place
Win following the head office reorganisation. and critical roles that are in many ways the glue as a centre of knowledge and standardise the
It is Global Business Services (GBS), and it that holds the business together.” processes to drive productivity.”
underpins the Productivity and Value Focused GM Global Business Services Ray Fung takes A GBS project team has spent the past few
pillar of the strategy. the example of visa applications. “Up until now, months looking at some of these processes
The first stage of its role is to centralise ISD had a department helping cabin crew with and how people carry them out. The first wave
some of the Group’s back office administrative visa applications. So did the People department of GBS recruits have also been explaining their
activities, locating them in one place rather
spread across the business. The formation
of GBS will eliminate some of the duplication
in services and break down some of the Why Cathay Dragon House?
departmental silos. It will bring a new way
of working – and opportunity for career Keith: “Principally the move is a very
development – for the people moving to this practical step because it allows us to
new business unit. secure the workspace we’ll need as
“GBS is not a new concept, it exists in many the team builds in scope and scale.
organisations, but it marks something new for But it’s also about creating an identity
Cathay Pacific and is part of its transformation,” as a standalone business unit and
says Keith Little, Organisational Change growing a service delivery culture in
Management Lead. “The immediate vision for everything we do. Our ties into Cathay
GBS is to centralise, or share, critical support remain as strong as ever.”
activities, while they continue to be handled by
the people with the expertise and experience to
deliver them most effectively – the people who
already do the job today.”
These are the people who carry out operational
support activities, tasks that could include paying

Global Business Services / STRATEGY 17
How GBS works within the company

Operations &
Finance Service Delivery Commercial People
Global Business Services

Managed by
Uses Global
Business Services
current roles and their processes in a series enjoy working in a dynamic environment and guys and offer reassurance and assistance
of workshops. It’s educational for all parties take the opportunity to get involved in different because they will actually be delivering the
and represents an important part of the GBS roles and activities.” benefits to the business.”
change management rationale. Mark Holroyd, Service Delivery Manager, is There might also be a sense of the unknown
Ray adds: “There are people who have been exploring the business for opportunities that from the people who will be receiving those
doing their job for 20 years but they’ve never would qualify for GBS across head office and services, particularly following the move to
had the chance to map out what happens beyond. The focus on increased efficiencies as a new building. Jess says: “For our internal
after they pass the work on and where it fits part of the reorganisation has helped. He says: customers, the teams are reachable in the way
in the big picture. GBS lets people see the “Where departments have suggested potential they are currently, so it is business as usual for
vital link they make in the end-to-end chain opportunities for GBS, we’ve been able to the moment. That said, the Benefits Services
and gives them a chance to bring their be part of that conversation from the start Centre (BSC) will be fully integrated into GBS
knowledge and experience to shape how because of the reorganisation.” and all services transferred by year-end, so
we can do things better.” The first wave of recruits, 53 people-strong, we are already working on new ways for
While the initial work will focus on continuing started the move to Cathay Dragon House on 4 everyone to get in touch with us to limit the
to deliver these services to the business, the September. More will follow as further business impact of that move.”
team is encouraged to review the processes areas are identified, engaged and a managed
and apply Lean and automation to make them transfer from their departments is agreed.
The initial GBS team will service internal
Phase 1 takes effect
customers using people from Benefits
Services, cabin crew administration, finance
Having these teams together accounts payable, Flight Operations’ data
4 September
services, travel services and the People
will bring synergies and the Department. Jessica Chan, who has moved
The GBS offices are
operationally ready
chance to share their from People to become Head of GBS says: at Dragon House
“Having these teams together will bring
wealth of knowledge synergies and the opportunity for them to share
5
from Finance,
their wealth of knowledge and in time to learn
People and
more efficient and effective. Ray explains: “The
GBS team’s job will change over time from doing
new areas of the business.”
Of course, with change comes uncertainty. Teams Flight Operations
form Phase 1
routine operational support to the management Keith says: “We’ve got enthusiasm, but there is
of the process itself.” also some trepidation, which, it is fair to say, is 53 People will move
This will include exploring how the team completely understandable. Many people have across for Phase 1.
can build in future efficiencies through worked in the same way for a long time and have These moves will be
the trial, development and deployment of amassed established skills and knowledge, staggered to minimise
impacts on the business
employee self-service systems, apps or but most of the concerns have been practical,
outsourcing options. such as accessing files and the initial logistical
35 people from Finance AP, Flight
Keith has been guiding the first groups of concerns because of the move.” Operations (ODS) and People
people through workshops and helping them Mark adds: “We are listening to the people (Benefits Services) will
navigate the change not just in their job profiles, moving across – after all, these are the experts, be in place from early
this month
but office location, too. He says: “We’ve been the people who do the actual work. So we really
looking for people who are comfortable and want to have an open conversation with these
18 CUSTOMER INSIGHTS
lounges in places like Manila have

really raised the bar. Cathay’s new
HKIA lounge, The Pier (pictured left),
is one of the best I have ever seen.
Beyond comfort and cuisine, one
of my favourite things about Cathay
lounges is the people working there.
Time to lounge
The staff are friendly and capable,
too. They’re not only there to be
receptionists or people who clear
What do our lounges offer the constant traveller? your table, they also know what to
do for ticketing.
And at the end of the day, that’s
the most important thing in a
I STILL REMEMBER the first time I pool and water features. But I can It’s easy to pass the time in lounge: you can have the best food
set foot in a Cathay Pacific lounge. honestly say that Cathay’s lounges these lounges if you have a long but if you can’t rebook someone
It was The Wing at Hong Kong are some of the best out there. layover or your flight is delayed. who is delayed, it’s meaningless.
International Airport (HKIA). I was I make good use of them, too. The spaces are comfortable and
19 years old and I had only ever Even if I arrive at the airport an have plenty of natural light so you
experienced lounges in the US, hour before boarding I’ll still slip can be productive – unlike the dark,
where I’d be lucky to get some into the lounge for a bottle of water cramped lounges in many airports.
milk and peanuts. To see them or a bite to eat. It used to be that lounges in Asia
serving hot food – a noodle bar, no The food offered in Cathay weren’t quite up to par with the ones
less! – was truly amazing. lounges is, for the most part, great. in the US – design-wise anyway.
Nowadays my work has me Travelling as much as I do though, They never had enough comfortable
travelling almost 240 days a year. the offerings can get a little seating and there never seemed
I’ve had the chance to try many repetitive. It would be nice to see to be enough outlets to serve the
different airport lounges all over some variation in the menus, either number of business travellers trying Tim Yue, 29
the world. There are some good with monthly changes, seasonal to get some work done. MPO status: Diamond
ones, such as Qatar Airlines’ Doha options or even pop-ups that I’m happy to say that this has Director of Sales, East Asia,
lounge, with its enormous reflecting collaborate with local restaurants. changed, and the new upgrades to Bombardier Business Aircraft
Customers are talking

Differing views on our lounge access policies
The The
Good Bad
“I received great service from the smiling staff at the lounge “The Cathay lounge at Beijing airport told me I would have to
coffee bar. More importantly, I appreciate that my kids were redeem a lounge pass for 9,000 Asia Miles to get in. This is
welcomed without issue.” ridiculous! I have been a Diamond MPO member for years, and
would like to enjoy some of those privileges.”
“I recently redeemed lounge passes for my daughter and her travel
companion as a birthday gift. Even though the original redemption “Any guests I bring into the First or Business Class lounges must be
wasn’t correctly issued, staff were very polite and helped re-issue the on the same flight as me. So if my clients and I are not on the same
passes for the correct flights. Thanks for helping my daughter enjoy the flight, I can’t take them to the lounge. But one important function of
luxury First Class lounge at Hong Kong Airport!” the lounge, in my view, is that Diamond members can act as hosts,
which gives them a sense of belonging with Cathay Pacific and
“When I tried to use the Vancouver lounge I found out that my reinforces their loyalty. It also serves to show potential members the
status had been changed to Green, so I couldn’t get in. It was a bit value of flying with your airlines.”
embarrassing and disappointing but your staff member handled
things in such a wonderful manner that I wasn’t at all bothered. She “My guest was not allowed to join me in the lounge because he was
was informative, sympathetic and helpful. Her manner was perfectly flying with a different airline. When I showed staff that your website
in tune with the situation and she deserves congratulations for what doesn’t mention this rule they told me (very rudely), ‘Oh, you can’t bring
must be a difficult and stressful job.” guests because you are only flying Business Class, not First Class.’”

CUSTOMER INSIGHTS 19
Who are RollsnRoyce? The buzz on social

We unmask the MPO member who is behind What are people saying about us online?
Instagram’s most famous travelling bears
#cathaypacific
On Face-
AS WELL AS being the co-founder and
COO of a marketing services agency Katrina Roquid added 16 new photos.
August 9 at 8:08pm
in Manila, 38-year-old MPO member
Kesler Go is also the mastermind behind
Thank you #CathayPacific for this wonderful experience!
RollsnRoyce, perhaps Cathay Pacific’s
cuddliest passengers. Here is his story.
I love airplanes, flying and taking
photos. But I also love travelling alone,
which means that most of the time I can’t
+13
be in the photos. So I thought it would be
cool to have a teddy bear take my spot
so I could share these moments with 94
people back home.
I’ve been flying with the bears since
2013, and in 2014 I gave them their own along with all the photos from the past 12 Lim Chun Kiat added 7 new photos — at The Pier -
Instagram account. Rolls is the one in days in Japan. I told the Inflight Services Cathay Pacific Business Class Lounge.
the blue modern pilot uniform and Royce Manager and she immediately asked the
If you are at #HKIA, check out this amazing lounge by
wears the brown leather jacket. They ground staff to check with the lounge to #cathaypacific simply called The Pier. It’s the best lounge
pretty much like the same things: First see if there were any cameras left behind. I’ve been to – huge with loads of space, comfortable decor,
Class seats, caviar and champagne – Less than 15 minutes later, just before with floor-to-ceiling windows and fantastic amenities such as
but then, who doesn’t?! the last batch of passengers boarded, the shower suites (not shower rooms!) and quiet sleep areas (with
proper mattresses instead of lounge chairs)!
One of our most memorable ground staff brought me my camera.
experiences took place just after boarding Together I have flown with RollsnRoyce
a flight from Tokyo back to Manila. I was to close to 35 cities in 14 countries and
+5
setting the bears up for a photo on my had lots of adventures – and there are
seat when I realised I had lost my camera – plenty more on the way!
40
@cathaypacific
On Twitter
Kris Aquino @KrisAquinoWORLD 7 Aug
Quick trip via @cathaypacificUS @cathaypacific
using my ASIAMILES points from my BDO credit card
1 48
Kevin El Paso @KevinElPaso 6 Aug

Great flight from BKK to SIN onboard this
@cathaypacific A350, great plane. @airbus
#avgeek #plane #airbus
11 79
@rollsnroyce #cathaypacific
20 FEATURE / Cargo
Delivering
people what
seafood they want
The secret of Cargo’s success?
Understanding the consumer and
responding fast to market trends.
Phil Heard goes behind the scenes
foot
consumer
wear crazes
FISH, FRUIT, FOOTWEAR, phones and factors behind this turnaround after seven economy. Any upturn will be felt in Hong
fidget spinners. These are just some of the years or so in the doldrums? Kong, the world’s busiest cargo hub by
shipments that Cathay Pacific Cargo has John Cheng is Head of Cargo Sales and tonnage carried.
been carrying this year. It not only reflects a Distribution, Cathay Pacific Cargo. “There has And Hong Kong is the gateway to China,
return to health for the global economy, but been a big upturn in confidence in the global where a burgeoning middle class is developing
also the significant contribution made to the economy and consumer confidence. We are a taste for the finer things; while China is also a
Cathay Pacific Group’s bottom line, as shown seeing quite a lot of movement as a result. It’s gateway for e-commerce – in and out.
in the recent interim results. Cargo’s improved been helped this year by the launch of quite a China’s voracious appetite for fresh (or
performance was responsible for 23% of the few consumer electronics products, including perishable) products, especially seafood and
Group’s revenues. In some regions, teams new mobile phone models and the new wave high-quality fruit from across the globe is
are exceeding the overall growth in air cargo of voice-controlled personal assistants.” driving up revenue and volume. Those goods
volumes of around 10%. But what are the Air cargo is a barometer of the global need to be transported quickly – to keep

Cargo / FEATURE 21
cheese
fruit
The Chile connection
Cathay Pacific does not fly directly to
Chile; even the freighters do not venture
further south in the Americas than Mexico
and Miami. Yet it was the second biggest
carrier of freight (by just 60 tonnes) from
electronics
there to Asia in 2016.
Cargo Manager Florida and Latin
America Camilo Gallo explains that it is
mainly about supplying the Asian market
with Chile’s perishable produce – and the
Cargo’s improved performance Material gains
spirit of partnership that made it possible.
He says: “We export salmon all year round,
Strong demand for
was responsible for 23% of the fresh produce and particularly into mainland China and
towards the end of the year we have a peak
Group’s revenues must-have consumer
products has led to a for the cherry and berry harvests.
strong year for cargo “We have built close relationships with
the two main players in the Latin American
market, LATAM Airlines and Atlas Air. With
LATAM we offer each other space in our
aircraft, helping both of us to develop new
markets. We have an aircraft and crew
produce live or chilled. The big movements to develop two-way trade flows to optimise leasing agreement with Atlas, giving us in
include fruit from the Americas and Japan, efficiency and revenues, or to ensure that one- return, access to its capacity out of Latin
seafood from the world over and some of the way “fares” are of sufficiently high yield. America. This gives us a wide range of
finest meats and cheeses from Europe. That requires careful management of Cathay options to feed to our online stations
John says: “There has been considerable Pacific’s 20 freighters, which are all Boeing across the Americas in a better and
growth in the perishables sector. Australia is 747s – including 16 new-generation 747-8Fs. more strategic way.
about seafood, fish and lobsters, while we have These are ideal for the main trunk routes, “We also have a close relationship
just shipped lots of cherries from the Pacific especially transpacific to the Americas, with forwarders as well as with the shippers
Northwest of the US to Asia.” where there are strong flows of goods to and and buyers. We work with a GSA (general
One of the big differences between freight from Asia – and beyond. sales agent) who is aligned with our
and passengers is that shipments only buy a In recent years Cargo has extended processes so that we offer clear directives,
one-way ticket. It is therefore important to try the Cathay Pacific network with new expectations and consistency.”
22 FEATURE / Cargo
A cargo clossary
Shipper
Forget Paris! Midwest US’ West Wellcamp, which takes the region’s A manufacturer or producer of the goods
agricultural produce to China. that need to be shipped.
Columbus, Ohio, is the But beyond specialist freighters, more
than half the business’ cargo revenues Freight forwarder
real fashion capital come from freight carried in the belly holds of A specialist agent that transports goods
passenger aircraft. from the shipper to the airport – the freight
Hence the logic of moving Cargo under the airline’s customer.
freighter-only ports. They include Portland main umbrella of Commercial following the
in the US’ Pacific Northwest, which was reorganisation. GM Cargo Commercial Nelson Consignee
launched with the support of leading Chin says: “Reporting directly to Commercial The company responsible for receiving
garment manufacturers, but has picked up makes a lot of sense. It allows Cargo to be the goods at the final destination.
additional business with Boeing and a major a key stakeholder and be able to take part
circuit board maker. in decisions on aircraft deployment and Main deck cargo
Ohio is a pillar of the garment industry – purchases, for example.” Freighter aircraft where the main deck is
“Forget Paris,” says Jennifer Briggs, Cargo Cargo is very much a business about given over not to seats but cargo. Cathay
Manager Midwest US. “Columbus, Ohio, is the relationships. “It’s a people business,” says Pacific has 20 Boeing 747 freighters
fashion capital!” The freighters that serve the Nelson. “That’s why cargo agents are vital – it’s including 14 new-generation B747-8Fs.
region’s Rickenbacker International Airport important to build relationships with them so we
have a good mix of garments coming in and can understand where the opportunities are and Belly cargo
out, with exports of auto parts to Japan and how all the parties can work better together.” Cargo transported across the network in
the frequency increased to five flights a week The move to Commercial will also have an the Group’s passenger aircraft, beneath
to deal with demand. Cathay Pacific was also impact on how the cargo team does business the main passenger deck. More than half of
the first international airline to fly to Brisbane – negotiating new contracts with customers, the airlines’ cargo is transported this way.
garments
tech

Cargo / FEATURE 23
but also working in closer partnership with In a spin

shippers (those that make or produce the
goods) and handling joint ventures with other Consumer crazes can spring up from you might consider this a sea freight
airlines and suppliers. anywhere. They’re unpredictable and once product, time is of the essence once the
The second half of the year is an exciting they take hold, demand is huge and urgent. demand is there from the customer side.
time. Thanksgiving and Christmas see an annual This is very much the territory of air freight, They are produced in China and now
spike in business known as “the peak”. John because sea freight just cannot get to there are second and third generation
says: “The peak is looking good. There are a lot market quick enough, even if these are waves of products, that come with lights,
of enquiries already, which is promising, because goods of low value and non-perishable. or that can play music.”
cargo tends to be quite late booking. But the Take this year’s craze for fidget As of September, Cathay Pacific has
indications from our key customers are that spinners. Head of Cargo Sales and carried more than 200 tonnes of the
market sentiment is positive.” Distribution John Cheng says: “Although teacher-tormenting toys.
As for the outlook, John says, “Year-on-year
=
growth rate will slow down compared with
the first half, because recovery started in the
second half of 2016.”
200
But there will be growth. John adds: “We are
quite a small team operating around the globe.
Last year, we set the direction: that this is the
year to deliver revenue and exceed our
budgets.” Consignment delivered. 200 tonnes of fidget spinners 16 double decker buses
24 FEATURE / Customer Service
Ready to serve
Cathay Pacific
employees try on a
new uniform
Homegrown hospitality
How an exchange programme with the MTR is helping
Cathay Pacific people improve customer service
AT FIRST GLANCE, Cathay Pacific and the organised by the Hong Kong Association Airport. “But even though the station was
MTR Corporation don’t seem like they have a for Customer Service Excellence (HKACE). really busy, MTR staff were able to stay calm
lot in common. One is international facing, The association comprises some of the city’s and make sure things ran smoothly.”
delivering people and cargo to all corners of biggest companies, including Ocean Park, the Proactive service is essential for that to
the globe; the other focuses locally, and is Hong Kong Jockey Club and AIA. happen. Rather than waiting for a customer to
relied on by millions for their day-to-day transit. Three Hong Kong Airport Ground Staff and come forward with a problem, MTR staff are
But they are both homegrown success stories: three cabin crew were chosen to take part in trained to look for people who are having
locally-based companies with an interest in the programme, where they saw how the MTR trouble: difficulties with the payment systems,
helping people travel – whether across town or handles problems and aids their customers. searching for an exit or even getting stuck
across oceans – with the greatest possible Spending their time on the front lines of in a turnstyle.
efficiency and always looking to improve the MTR during rush hour, our employees soon “The staff are very focused,” said Inflight
customer experience. So what can these two realised that time is of the essence when it Service Manager Joyi Lim. “They know
giants in their fields learn from each other? comes to helping people. exactly how to identify a situation and act
From April to June this year Cathay Pacific “On the third day of the programme we appropriately.”
and MTR employees took part in a service were assigned to Tsim Sha Tsui station,” The staff approach the customer and offer
exchange programme – the first of its kind – said Simon Tsang, who works as Supervisor, assistance, and see the problem through until

Customer Service / FEATURE 25
it’s solved – which often involves coordination happen at the airport, so a CSRRU-style
among staff at various stations. simulation is a good way to stay prepared.”
4.7million
“This type of teamwork and positive attitude A lesson in turnaround time was another
is very encouraging,” said Flight Purser Franco surprising takeaway. During one of the days
Li. “Success can’t happen with only one person. the team took the express train to Guangzhou.
It takes the right atmosphere and group morale. While it is still operated by the MTR it is a vastly
This is something we need to learn, because it different travel experience to the normal city people ride the
will work for our company, too.” MTR every weekday
Along with customer service, safety is
another top priority for MTR staff. Our people
took part in several training exercises to
Rather than waiting they were already on their way back.
deal with unforeseen difficulties. They also did for a customer to come “Although MTR service is incredibly
drills with the MTR’s Emergency Response frequent, the on-time performance is still
Unit (CSRRU). forward with a problem, important,” said Simon. “It’s similar to our
“We did a simulation of a train service flight schedule.”
interruption between Ocean Park and Wong
MTR staff are trained to The latter part of the exchange had MTR
Chuk Hang station,” said Airport Service look for people who are staff coming to experience the life of our cabin
Leader Filia Ng. “We needed people in the crew as well as our people on the ground.
station to manage the traffic flow while others having trouble Not surprisingly, helping customers at the
went ahead to set up a waiting area for Hong Kong International Airport (HKIA) is more
passengers to take the temporary feeder bus. trains. It’s much closer to airline travel, with complicated than at the stations. MTR staff
“Even though it was only an exercise, you wide, comfortable seats and dining service. sometimes found it tricky to provide
could see how important cooperation and Staff on board the train started prepping for assistance as they lacked technical training
understanding between colleagues is during turnaround before they had even reached their and knowledge of airline operations. “But our
an emergency. You never know what could destination, and just 20 minutes after arrival exchange buddies at HKIA gave them support
26 FEATURE / Customer Service
Back at home
and they worked together to help the can be taught in classes: it was the attitude Our people return to
customers,” said Daniel Chan, Learning & with which our people approach their jobs. their true colours
Development Specialist, Airport. “They were impressed by the fast-paced and at Cathay City
Daniel coordinated the entire airport dynamic working environment at HKIA, and by
experience programme for the participants, how our airport employees worked together
and said that the MTR staff had some with passion and professionalism,” said Daniel.
99.9%
interesting ideas to keep morale high. “Everyone is supportive of each other so we
“One of their best practices is to recognise can achieve the same goal: to deliver excellent
staff by giving some little rewards, such as drink customer service.”
The programme offered valuable insights
for everyone involved. Cathay Pacific will MTR’s On-Time Performance
participate in future HKACE exchanges so that (OTP) in 2016
One of their best practices more departments can take part.
is to recognise staff by
giving little rewards to
anyone performing good Next stop!
customer service Cathay Pacific’s next HKACE exchange will
see our people experience operations at
vouchers or cash coupons, to anyone seen another Hong Kong institution:
performing good customer service at the MTR Ocean Park.
stations or concourses,” said Daniel.
And while customer service at the MTR
can often involve communication between
stations, they saw how much teamwork and
coordination goes on between Cathay
employees in various departments to ensure a
seamless customer experience.
But perhaps the thing that stood out the
most for our guests was not something that

27
People
OUTPORT NEWS
Keep us up to date with

your achievements – email
peoplecomms@cathaypacific.com
Groom to perfection
CALVIN HE, ONE of our newest cabin crew
recruits gets some tips on grooming and
presentation at a makeup and hair academy
workshop hosted by Elite Makeup. Each year
hundreds of eager applicants go through the
rigorous six-week cabin crew training programme;
so far this year 423 of them have already been
recruited as Flight Attendants.
28 BEHIND THE SCENES / Inflight Entertainment
HK
Indie
Meet the entertainers

We talk to the team that is customising your entertainment experience,
from your favourite TV series to arthouse movies you need to watch
EVER SPENT AN entire night trying to agree on series or a movie and you binge it on a There’s something for everyone – even if you
a movie with your friends? It can be difficult to Cathay flight, then there’s a chance that you’ll just want to enjoy the view: the new entertainment
find a film that appeals to everyone – a challenge associate that positive experience with the systems on our A350s include external HD
very well understood by Simon Cuthbert, airline,” says Simon. cameras, which offer exceptional “programming”
Cathay Pacific’s Entertainment, Platforms and The team’s selection process also gives a – especially during take-off and landing. The 3D
Connectivity Manager. boost to local filmmakers. Cathay Pacific has a flight status map is also hugely popular.
As a former executive at the film distributor deal with Fresh Wave, a short film competition in
Lionsgate (La La Land, The Hunger Games) and Hong Kong, and hosts many of the productions
Apple’s iTunes Movies and TV store, Simon has from the event.
an intimate knowledge of how modern viewers “Last year a bunch of their directors won
consume movies, music and TV. awards and really became established,” says
Since arriving at Cathay in 2016 he has Simon. “We are proud to promote these young
spearheaded a significant growth in the directors. We want them to succeed and put
selections we offer customers on board. And Hong Kong back on the map for being the film
it’s not just more Hollywood blockbusters; hub that it is. There’s a heritage here that we
16
our suppliers go to every major film festival in are quite proud of.”
the world to search for great inflight content. Asian content – especially Hong Kong Oscar-winning movies are
Simon and his team spend a lot of time actively cinema – is extremely popular with our currently available on our
seeking out new directors and independent passengers. Just this year the Japanese airlines, from current hits
such as Moonlight and
films that will give passengers a very memorable animated film Your Name broke the record
La La Land to classics like
experience flying with us. to become our most popular film of all time
Pulp Fiction and Goodfellas
“If you watch Star Wars, you’ll just (although that record has since been broken –
remember Star Wars. But if you find a TV it’s now held by Oscar-winner La La Land).

Inflight Entertainment / BEHIND THE SCENES 29
Fan favourites
Your Name, La La Land
and Game of Thrones
are some of our most
popular options
Cathay Pacific’s video library keeps growing:

the hidden-gem movies from around the world,
and they might surprise you.”
June TV Movie
Of course, many people choose to watch
nothing at all. Music is still an important part of the
2016 travel experience and the right playlist can do a lot
to help a nervous passenger stay calm. Front end
passengers in particular love listening to classical
music, but there is music for every taste and more
coming all the time.
June TV Movie “Some passengers were concerned that we

didn’t have enough music, or that it wasn’t
2017 current enough,” says Alvin. “So since July we
have been improving our music offering in both
quantity and quality.”
0 100 200 300 400 500 In fact, music is the very first part of the inflight
entertainment that most passengers experience.
“Some people are keen on the music we play
while boarding,” says Alvin, “and even ask where
they can buy it.”
We are proud to promote young Hong Kong directors. With more choices in music, TV and movies,
and alternative selections that include live news,
We want them to succeed and put this city back on the feature-length documentaries, podcasts and even
gaming and e-sports videos, passengers have
map for being the film hub that it is more choices than ever to keep them entertained
on a flight – and that’s going a long way to giving
That new system, which will also be on the movie can feel like a tough decision. our customers a Life Well Travelled.
Boeing 777s when they arrive, is a big step Alvin Lai, Assistant Manager of Customer
forward in how passengers can choose their Experience - Entertainment Content, says that’s
content. It offers a much more streamlined when the inflight magazine – the original inflight
interface, with movie, TV and album cover art that entertainment – comes to the rescue.
you can swipe through – reducing the tapping “You can go to the Inflight Therapy section in
that can annoy the passenger in front of you. Discovery magazine, where we suggest movies
Even the game selection is getting a boost, with based on your mood,” says Alvin.
name brand offerings such as Angry Birds. “Or to see something related to your
The layout also emphasises our library of destination, you can check out the Location Simon Cuthbert Alvin Lai
critically acclaimed indie movies that don’t often Scout, which features movies based on where Entertainment, Assistant Manager,
get the attention they deserve. But even with that they were filmed. If you still have no idea, watch Platforms and Customer Experience –
extra visibility, investing two hours in an unknown the World Film Club suggestions. These are Connectivity Manager Entertainment Content
1973
Cathay Pacific launches
1975
Inflight music added
1979
Cinema screens
1987
Videos and news
1996 2016
Live TV, wi-fi, Android
Discovery Magazine installed on programming added PTVs added to games added
B747-200 every seat*
*First major airline to do so

30 FROM THE FLIGHT DECK
Smooth operators
Line Operations Manager Glenn Devonport tells us about
turbulence and the new forecasting systems that help us avoid it
THERE ARE FEWER things more unsettling for All aircraft have a weather radar which picks we fly: around 23,000-39,000 feet. We can’t
a passenger than turbulence – especially if they up water in the atmosphere and allows the pilots change our flightpath instantly, because the
are unprepared for it. Recent cases of severe to detect and avoid cumulous clouds. Normally aircraft is often too heavy to climb above these
turbulence causing injuries to passengers and we keep a buffer of 10 miles (16km) around levels, and if we lower our altitude then we burn
crew have been captured on smartphones and the clouds to ensure the flight is smooth. But more fuel, which reduces how far we can fly.
shared on social media, and this only makes the sometimes the clouds can cover huge areas At the moment, we’re trialling the new
fear around it worse. However, such cases are that extend hundreds of miles, making them Schneider Electric CAT forecasting system.
extremely rare. impossible to fly around. Every flight plan is put through this system
In general there are two types of turbulence: Likewise our route is sometimes constrained before take-off, and if it triggers an alert we can
convective and clear air. Convective turbulence is by other aircraft, national boundaries or military inform the crew ahead of time so we are better
caused by the upward and downward movement airspace. In these cases, we choose the best prepared for CAT incidences.
of air. This normally occurs in cumulous cloud route to avoid the most significant areas of cloud. In addition, as part of the pre-flight
formations – the “bubbly” looking clouds. The more challenging type of turbulence to preparation we get a weather chart of the route
detect is Clear Air Turbulence (CAT), where there we’re flying. This shows convective weather
is no water in the atmosphere for our on-board patterns such as thunderstorms, areas of
systems to detect. likely CAT and icing conditions. We also keep
Think of the air like a mille-feuille – one of in constant communication with the air-traffic
those layer cakes. Each of those layers is controllers and with other aircraft as we fly.
moving in a different direction and at a different Turbulence is always there as we fly through the
speed due to atmospheric conditions. When atmosphere at very high speeds but we always
Glenn Devonport the layers touch, the air stops flowing smoothly choose the clearest path we can. Most importantly,
Glenn Devonport
Line Operations
Line Operations Manager and can tumble and mix which causes CAT. our aircraft are very strong and highly resilient, and
Manager Unfortunately, CAT often occurs exactly where the structure of the plane is never in danger.
I CAN’T TRAVEL WITHOUT…

WHETHER TRAVELLING FOR work or leisure I always
pack my running shoes. Whether it is a jetlag-beating,
early morning jog along the River Exe in Devon, UK, or
a pre-dinner gym session in Beijing to escape the
summer heat, running always makes me feel great.
MY OTHER PLANE IS A…
Plus, exercising allows me to enjoy my favourite dish
of miso butter corn ramen in
Ramen Alley at Chitose Airport My other plane is a… hot air balloon
guilt-free! I’ve just come back from the Bristol
International Balloon Fiesta in the UK, where
I ascended the skies with hundreds of other
balloon enthusiasts.
I got involved with ballooning in 1992.
Captain Andy Jepps I started flying hot air balloons a few years after Captain Nigel Black
Manager Flying Training that, and since then I have logged 400 flight Senior Training Captain
Cathay Dragon hours. It’s a passion – just like flying the A350! Cathay Pacific

FROM THE CABIN 31
The right
to bare arms
YOU MIGHT HAVE noticed our male cabin
crew sporting a “cool” new look. In the past,
their uniforms required them to wear a long-
sleeved shirt under their jackets. Now, if they
prefer, they will be supplied with short-sleeved
shirts to wear. And they’ve got the chance
to show off those short sleeves, too: during
boarding, male crew members are no longer
required to wear their jackets.
“We received a lot of feedback from our
cabin crew that the temperature was too
hot during boarding and disembarkation –
especially during the summer,” says Connie
Chan, Assistant Manager Uniform & Grooming
Standards. “In light of this, we revised the
policy on jackets for both male and female
cabin crew.”
This new policy extends beyond the aircraft.
With the exception of Middle Eastern flights
and their airports, jackets do not have to be
worn by our crew while they are in airports,
hotels, and at Cathay City. And that’s the long
and the short of it.
Fit for flying

THERE IS A lot of attention paid to how Cabin or run on the treadmill. But even if you don’t
Crew dress and groom. Our hair, makeup, like waking up hours before work to go to the
nails and clothing all have to be of the highest gym, there are a lot of ways to exercise, such as
standard to give our passengers a positive going for a hike, doing yoga, swimming or even
experience. But not many people realise that the walking the dog (when you’re back home).
things we do to look – and feel – our best begin Sticking to a diet or a specific meal plan can
long before we put on the uniform. be difficult when you’re on the road, away from
Travelling through multiple time zones, your own kitchen and your favourite wet market
doing quick turnarounds, and providing great or supermarket. Google has made things a lot
customer service in every circumstance – easier, allowing us to find healthy restaurants
and always with a smile – is very physically or shops wherever we are. But perhaps an even
demanding. So it’s important for us to look after better resource is our team.
ourselves by taking care of our diets and doing Crew members are happy to pass on their
enough physical activity in our spare time. knowledge of where to eat, or where to buy
After a long haul flight it can be difficult to get fresh veggies and other ingredients when
back into your regular sleep pattern. Fortunately, we are in a new city. It can be the difference
most of the hotels we use offer 24-hour gym between being hungry or feeling guilty for
access, so if you are having trouble sleeping or eating junk food – or being well nourished and
if you wake up early, you can do a light workout ready to start the day with a smile.
If you would like to ask our flight

and cabin crew a question, make a
suggestion or feature in these pages, Ritu Demelo
then please email peoplecomms@ Senior Purser
cathaypacific.com Cathay Pacific
32 ON THE GROUND / Aircraft retirement
Retired, but
still working
Fleet Programmes Manager
Tony Britton tells us what
happens to a plane after it has
reached the end of its service
Photo: Colin Parker

OUR AIRLINE PLANNING team determines the interest in continuing to fly them. So while
ideal fleet size and composition to meet our these aircraft are still compliant and airworthy,
Tony Britton
business needs. They then work with they typically have a lot of flight-hours and Fleet Programmes
Engineering to come up with an optimised exit have already served the airline well over Manager
plan for specific fleets or individual aircraft. This many years (in the case of a 747, that can
includes both aircraft that we lease as well as be around 25 years). We will operate aircraft
aircraft that we own. while economic to do so, retiring them
For leased aircraft, there will be a specific only when they get too expensive to fly,
lease return date and certain conditions to or when costly major maintenance or Quick facts
meet when we return the aircraft. overhaul is due.
We can still get a lot of value from the
aircraft post-retirement. This can be done by Aircraft retired this year:
selling the entire airframe for spare parts 5 (3 x A340; 2 x 747BCF)
A plane is retired when it (as we’ve done with several of the A340-300
fleet). Or we partner with a specialist company Longest non-stop
is too expensive to fly, or that will consign it on our behalf (as with the retirement ferry flight: 747-
when major maintenance recent retirement of B-HUR, 747BCF). 400, B-HUG, 3/Mar/15: HKG-
Both our airline and the consignment Sanford (FL), 9,300 miles
is due or engines need a company will come to an agreement on the
complete overhaul retirement destination for consigned aircraft. 90% of material (by weight)
Typically, these are offline ports with specialist recycled from each A340
For aircraft that we own, Engineering works with facilities for aircraft storage, dismantling and
the Aircraft Purchasing Department and Aircraft parts management. This is when we call upon Aircraft remain registered
Trading to figure out the most cost effective the expertise of our colleagues in Flight (e.g. “B-HUJ”) typically up
means of exit, so we can maximise the value of Operations to execute the retirement flight. to 2 months after ferry
every aircraft after retirement. Destinations in recent years have included flight. After parts have been
When legacy fleets such as A340-300 and Marana (Arizona); Victorville (California); salvaged, they will be officially
747-400 passenger jets reach the end of their Sanford (Florida); Tarbes (France) and deregistered with HKCAD
useful life, other operators show very little Bruntingthorpe or Kemble (UK).

LETTERS 33
Letters to the editor

Q WHY DO WE always present in-house
on-time performance (OTP) figures related to
“on the dot” departure times, when, I understand
RUMOUR BUSTER
a common industry standard for OTP is “In the restructure we talk about cuts in
measured within 15 minutes of departure time? every area, but in some, it doesn’t look
From Captain Guy Malpas, like this has happened. In fact, some
Deputy Chief Pilot (Airbus) departments have grown.”
A Dominic Tsang, International Airports Director People Tom Owen:

Performance and Support Manager: One of the goals of the organisational
We measure our OTP by both “on-the-dot restructure was to centralise similar
OTP” and “within 15 minutes OTP”. The “on- activities, including recruitment,
the-dot OTP” measures every single delay administration and training, which previously
minute before aircraft push back. This is had duplication across other areas of the
important because it enables us to track the business. Moving these “shadow functions”
different reasons which affect our punctuality. many of our operational policies surround out of their original departments allows more
This will help us figure out how to prevent this as the baseline. efficiency and consistency to be achieved
future delays. In some areas we will have a To our knowledge, Qantas and other and improves our performance.
higher degree of control while in some others major airlines also use “on-the-dot OTP” One result of this is a few teams that may
we have less – for example, ATC Flow Control. internally while the “within 15 minutes OTP” look bigger on paper, but are actually much
The “within 15 minutes OTP” gives us a is used in external communications. smaller than all of these shadow teams
more generic overview on OTP, and is often combined. With the exceptions of our Finance
often used as a benchmark to compare our department and Outports, which will be
performance with other airlines. Tony Chun addressed later, every department has played
Assistant Manager,
So internally, we communicate “on-the-dot a role in the head office team restructuring.
On-Time Performance
OTP”, as this is how we really measure our Excellence
performance (with a target of 50%) and
Have a question for our Editor or want to
comment on anything you’ve read about
in The Journey? Email peoplecomms@
cathaypacific.com to feature on this page
Q AS A FORMER Cathay employee, I really is one of the airlines I dispatch! On a few

enjoy being kept up-to-date with The Journey. occasions I’ve even bumped into Inflight
I worked as Cabin Crew from 1984-1994 out Services Managers I flew with many years
of Kai Tak and I’ll forever hold fond memories of ago. I’ve included a couple of photos here to
Cathay Pacific, not just because it was my first show how happy I am to reconnect. That’s me
job after finishing university but because it gave on the right in each one.
me opportunities to see the world. It showed Once again, thank you for including us ex- Jargon
me what a “good & caring” employer is, which is
why so many of us ex-Cathay Pacific staff still
employees. I’m just as interested – and dare
I say, loyal – to Cathay Pacific now as I was
Buster
feel loyalty despite having left many years ago. when I was still working for you.
I now work as a Load Controller at London From Rosa Irene Rodriguez, ACARS
Heathrow and guess what – Cathay Pacific former Senior Purser, Cathay Pacific This stands for Aircraft Communications
Addressing and Reporting System. It’s an
A Lucy Jenkins, Editor: important piece of flight deck equipment.
Many thanks for your kind letter, Rosa. ACARS is based on old Telex technology
It’s great to hear how much you’re but it has changed a bit since its
enjoying The Journey as a former introduction in the 1980s – although it
employee. All of our people, whether current still has a little paper ribbon printer.
or past, are extremely valuable to us and we The system transmits messages to
look forward to being able to share more base about aircraft health, but it can also
news with you in future. be used manually by flight crew to
All the best in your role at Heathrow! communicate with operations staff on
the ground. This might be to share
updates on potential air traffic delays or
Lucy Jenkins weather conditions – ACARS were abuzz
Editor, The Journey during the recent typhoon events in
Hong Kong.
34 THE GURU / Teamwork
How well does your

team play together?
Mark Jones on a classic study of working in groups
THE WAY WE work in teams is J Richard Hackman, who began many hundred of hours in the compelling direction, a strong
becoming a talked-about subject. his pioneering work on teams in cockpit observing flight crews. structure and a supportive context.
Everyone from sports stars to the 1970s. It was here that he saw teams at Those are much more important
psychologists is keen to help us Hackman wrote a book called their most stressed – and their than coping with individual
function more effectively when Leading Teams: Setting the Stage most impressive. personalities and attitudes.
we get together in groups. for Great Performances – and Those observations helped Hackman was also a great
But the unquestioned authority a huge number of articles and him formulate his core theory: challenger of conventional wisdom.
on teamwork was a psychology books about teamwork. In the that great teamwork depends Below are some of his surprising
professor from Harvard named course of his work he spent on “enabling conditions” – a conclusions about group working.
THE SECRETS OF TOP TEAMWORK

1 Understand why you’ve Sometimes you need to let people go into which can stifle creativity and learning.
been brought together a quiet corner and allow them to crack the “Every team needs a deviant,” he said. “Deviants
The first question you should problem alone. are the ones who stand back and say, ‘Well, wait
ask when you get together a minute, why are we even doing this at all? What
is “Why are we all here?” 3 Embrace personal differences if we looked at the thing backwards or turned it
Hackman’s research shows Some people just aren’t comfortable in meetings inside out?’”
team members don’t always agree on what they are – especially when a lot of brainstorming is
supposed to be doing. It’s the team leader’s job to demanded. That doesn’t mean 5 Keep it tight
set a clear direction and stick to it. they’re not team players: they may Hackman had a simple rule when it came to team
just prefer to arrive at solutions numbers: no double digits. “The more people
2 It’s okay to “take it offline” in their own time or in smaller you have, the number of links that need to
We’re conditioned to think that many groups. A successful team be managed among members goes up
hands make light work and that leader knows that not everyone at an accelerating, almost exponential
brainstorming and consensus will crack communicates in the same way. rate,” he said. That makes for long
a problem. But these extra resources meetings and endless paperwork.
are often nullified by what Hackman 4 Hug your maverick! It can be a tough call for the team leader – no
calls ”problems with coordination and Hackman was a great defender of the people he one likes to feel they’ve been excluded. But with
motivation”, which can “chip away called “deviants”, because they challenge the diplomacy and proper planning, you’ll find that this
at the benefits of collaboration”. tendency to always make everything the same, is one area where leaner really is better.

Farewell to Chic Eather / HERITAGE 35
A life well lived

Cathay Pacific lost a link with its historic beginnings when
Captain Charles “Chic” Eather passed away in July. He was 96.
CHIC JOINED THE airline in 1946, co-piloting Niki to Manila with a But Chic survived and
just a couple of months after it was heavy load of woollen goods. When prospered with the airline in Hong
founded by adventurers Sydney the port engine cut out just an hour Kong, meeting his wife Judy, a
de Kantzow and Roy Farrell. As one out of Morotai Island, the plane flight attendant – “a beautiful girl
of “Syd’s Pirates” – the name given began losing altitude. who was never on time and utilised
to the early pilots by the late John “[Our] only chance was to start her entire salary on taxis” – and
Swire – Chic flew the skies in the dumping cargo,” Chic wrote in his taking his final command on 28
airline’s legendary first pair of DC3 memoir, Syd’s Pirates. Co-founder August 1975, in a Boeing 707.
aircraft, Betsy and Niki. Roy Farrell was on board and “as Never losing his passion for
“When I joined my pay was each expensive bale took the Cathay Pacific, or aviation in
US$400 a month, or HK$1,603,” deep six, Farrell’s face became general, Chic became a keen
Chic recalled in a CX World feature more grey”. author and fervent archivist in
in 2006, which marked our 60th There were plenty more retirement, even passing his entire
anniversary. “On that amount I could hair-raising moments for the collection to Swire’s Hong Kong
live like Riley – an amah [domestic young Australian pilot – including Archive Service.
helper], a dobey wallah [person that another episode in Niki, this time Chic Eather was a true
does your laundry] and housing!” over Dum Dum airfield in Kolkata, old-school aviator and a man of
He earned every cent of his when he lost both engines during a passion, warmth and wit, and he
salary on his first flight for Cathay, ferocious rainstorm. will be greatly missed.
36 CATHAY LIFE
Our round-up of Cathay Club events
THE WRAP-UP: Children’s camp

This year’s Children Summer Programme,
hosted by Cathay Club and the YWCA, was an
unforgettable experience for 50 children from
families from the Cathay Group.
DON’T MISS: Movie night GET INVOLVED

Join us at The Auditorium on 14 September for The Cathay Club
a special screening of The Founder, the story coordinates
of Ray Kroc, the man who turned McDonald’s sporting,
into the world’s most famous restaurant chain. educational and
After the show we’ll hear from guest speaker recreational
Joseph Chu from McDonald’s Hong Kong, who activities to help
will share some of his company’s Lean secrets bring together
(turn to Page 7 to see how we’re putting Lean people from
into practice). across our airlines.
All attendants will get a special gift and a ACHIEVEMENTS: Champion hoop stars
chance to win a behind-the-scenes tour of Our ladies basketball team won the championship in the Find out more
McDonald’s’ operations in Hong Kong. Enrol Inter-Hong Basketball Tournament 2017, which was held on through the
by Friday 8 September. Seats will be on a Sunday 26 August. The tournament featured teams from a total Cathay Club link
first-come-first-served basis. You can find of six Hong Kong-based companies, including Watson group, at CX & You on
more details on IntraCX and Cathay Club’s PCCW and Standard Chartered Bank. Cathay Pacific had more IntraCX.
Yammer group. than 10 players taking part in the action on the court.
DATES FOR YOUR DIARY
14
SEP
Film Night – The Founder
Auditorium, Cathay City 23
SEP
Cathay Singing Contest – Audition
Multipurpose Hall at 21 OCT
Swire Intra-Group
Running Competition
Cathay Dragon House Science Park, Pak Shek Kok Promenade
16
SEP
SHKSA Swire Halloween Fest
Family ”We-treat” 5-8
OCT
World Airline Road Race
Marina Bay, Singapore 5
NOV
Hong Kong 24-hour Charity
Pedal Kart Grand Prix 2017
Ocean Park Victoria Park
17 15
Inter-Hong Golf Inter-Hong Dart Tournament Coming soon in November:
Tournament Mei Foo Film Night – Deepwater Horizon
SEP OCT
Phoenix Hill, China Auditorium, Cathay City

CATHAY LIFE 37
Q+A MY OTHER LIFE
1 4
2 6
He’s got all the write stuff

Deputy Simulator Training Manager (Airbus) You need to have an ending and you need Writing my second book helped me
Joel Lebrun spent 21 years in the French Air to move the story. reconnect with a lot of my old army mates –
Force, including a three year exchange with For my autobiography I was able to consult some of whom I hadn’t spoken to for 30 years.
the Royal Air Force. His passion for flying is my old log books for facts about what plane I
also matched by his passion for reading – flew and where I went. I also contacted my old Any advice for hopeful novelists?
and writing: he’s just published his second colleagues, who helped me recall some of the Just go for it. Even if you don’t make money,
book, Fighter Pilot of the 20th Century. details of the things we did together. it’s good for you. It’s helped me learn a lot
about myself.
How do you find time to write? What is the most frustrating part of writing?
As a simulator instructor, most of the time we A lot of people don’t read books anymore. All
work at night, so during the day we have plenty they read now is Facebook. I really hope that
Joel Lebrun:
of free time. I tend to write in the morning, do more people can read my books so I can share a life in pictures
some sport in the afternoon and then go to my ideas with them.
work at night – and sleep when I can.
What has been the best thing to come out 1 1978 Joel receives his wings
Your first novel, Novembre 2057, is fiction, of your writing?
but your new one is an autobiography. I wrote my first book as a gift for my children. I was 2 1978 In the cockpit of the T-Bird
Which was harder to write? really happy to be able to surprise them and share
Fiction is more difficult because you need to a different side of myself with them. It opened up 3 1985 Alpha jet instructor
imagine things you might not know about. some discussions and brought us closer.
4 1987 Preparing to fly the Jaguar
5 1988 Flying the Jaguar

TELL US YOUR STORY
Do you have a hidden talent? We want to know about it! 6 2015 Novembre 2057 is published
Tell us about your hobbies, passions and achievements outside of work.
Email us at peoplecomms@cathaypacific.com. 7 2016 Joel publishes his autobiography
e d !
a p pd p e o p l e
Sunr events aasnt month
O p
he
of t
1
2
5
3
4
1. PROUD DAD: Flight Operations’ Norman MacLeod 4. INDONESIA GETS GREEN: Our team in
was at Buckingham Palace with his daughter Hannah, as Surabaya gave a hand to Mother Nature, planting
Prince Charles made her a Member of the Most Excellent 225 mangrove trees at the Wonorejo Mangrove
Order of the British Empire (MBE) for services to hockey. Ecotourism and donating 100 guava trees to the
2. STRIKE IT UP: Our bowling team took second Ministry of Agriculture.
place at the 2017 Inter-Hong Bowling Competition. 5. BREAKOUT SUCCESS: Team Israel worked on just
Inflight Service Manager Alice Oon bowled 246 in that: being a team, as they took part in a leadership
her last game, winning her both the Ladies High workshop which finished off with an escape room
Game and the High Series award. Congrats all! challenge. Glad to see they all made it out!
3. CHRISTMAS IN JULY: It was Time to unWind in 6. PANDA-MONIUM: Amsterdam introduced some
Sydney, where the team got into the Christmas spirit of our top-level MPO members to the new pandas at
with “Elf Yourself” videos and carolling. Pass the eggnog! the Ouwehands Zoo. Cuteness overload!
6
Send your pictures to peoplecomms@cathaypacific.com

and we’ll try and include them in Memory Board
COMPETITION TIME
Koh Samui hideaway

Win a three-night stay for you and nine friends in
this luxurious five-bedroom villa
HAVE YOUR OWN five-star villa experience with infinity pools, BBQ areas and
jacuzzis at Samujana, overlooking the beautiful Gulf of Thailand. There is
housekeeping service, private gyms, a cinema, pool tables and table tennis, plus
a spa and daily breakfast to help you make the most of your stay in one of Koh
Samui’s most beautiful villas. Find all the details on IntraCX from 11 September.
Congratulations to Julieta Evangelista, Cargo Officer,

Hong Kong, who won our July/August competition for a
WIN
A three-night villa
weekend stay at the Kerry Hotel, one of Hong Kong’s package for 10
hottest new places to visit.

OUTPORT NEWS 39
Travel
If you have any great pictures from your travels,
email peoplecomms@cathaypacific.com
Salt of the Earth

THE WORLD’S LARGEST salt flats
are found in southwest Bolivia, near
the town of Uyuni. Flight Purser Alice
Ng visited the area two years ago, just
after the rainy season when the flats are
covered in a layer of water.
“Late at night we drove out to the
middle of the flats, and were astonished
by the reflection of the night sky,” says
Alice. “This was the most amazing view
of the stars I have ever seen – even after
seeing the Milky Way so many times
inflight.” The best time to visit Uyuni for
a scene like this is February to April.
Send us your photos

for the chance to win
a pair of Jabra Elite
Sport True Wireless
Earbuds (jabra.com),
WIN! offering up to three hours
of wire-free music on the go.
Email your pictures to

peoplecomms@cathaypacific.com
40 TRAVEL EXPERIENCE / Norway
Fjord almighty!
Aegis Leung heads upstream to
explore Norway’s natural beauty
LOTS OF PEOPLE think of Norway being a cold, snowy place,
but in summer the weather is warm and the landscape comes
to life. The country’s entire coastline is covered with fjords
that cut their way through the rugged mountains. I took this
picture of a fjord between the towns of Myrdal and Flam.
These inlets were carved into the rock by glaciers as they
melted and drifted to the sea at the end of the last Ice Age.
Some of them are Unesco World Heritage sites, and National
Geographic Traveler magazine voted the Norwegian fjords as
the world’s best travel destination. I’m very happy I got to see
this magnificent scenery for myself.
Aegis Leung
Customer Services
Officer

Busan / MY HOMETOWN 41
Photos: Shutterstock
Bountiful beaches Must-try

Busan dishes
Busan is home to white sandy beaches,
world-class shopping and some of the
tastiest food in Asia
1 Busan eomuk (Busan
Bustling Busan
fishcakes) and ssiat hotteok
(seed-stuffed pancakes)
These can be found all over
Park Sung-hyun shows us Korea’s cracking coastal city the city, but some of the best
vendors are at Guk-je Sijang.
HOME TO SOUTH Korea’s largest Korea during the summer. It’s also
container handling port (sixth home to many five-star hotels and 2 Gukbap (pork soup
largest in the world), Busan has fun places, including an aquarium. with rice) Bonjeon Dwaeji
been the country’s centre of trade For shopping, nothing beats Gukbap, located next to
and logistics for decades. Shinsegae Centum City, which Busan Station, is one of
But it is also a famous tourist holds the Guinness World Record my favourite places to get
Park Sung-hyun destination. With new infrastructure for the world’s largest department this delicacy.
Passenger Sales
and buildings popping up all the store. It has plenty of shopping
Executive
time, the city has earned its slogan, and entertainment facilities such 3 Milmyeon
“Dynamic Busan”. as an indoor ice rink and Spa (cold wheat noodle)
The city’s eastern districts, Land, a Korean sauna. And if For this one, head west from
including Haeundae and Gwangalli, you’re hungry, the food court the train station to Choryang
are modern and developed, with on the ground floor and the Milmyeon, which also makes
skylines of high-rise buildings. fine dining options on the top delicious pork dumplings to go
However, the western districts floor both have famous local and with the noodles.
– such as Nampo-dong and international restaurants.
Jungang-dong – still retain the If you want a more traditional 4 Sashimi One of my
traditional Korean atmosphere experience, visit Guk-je Sijang, favourite sashimi
you would find downtown in the also known as Busan International restaurants is the
old days. Market. It was established after the Sky Fishery in
Despite being such a developed Korean liberation in 1945, but it Nampo-dong, which
city, whenever you want to see really came to life after the Korean has fresh sashimi and
white sands and ocean, there are War ended in 1953, when refugees seafood at good prices
eight wonderful beaches nearby. from all over the country started and beautiful ocean views.
Haeundae (main photo) and to sell things they had shipped in
Gwangalli beaches are my favourite through the Port of Busan. 5 Chimaek The unbeatable combo of Korean
and both are easily accessible by Today the market has fried chicken and beer is a must-
public transport. thousands of retail stores where try. For a great evening out,
I love Gwangalli for its beautiful you can find low-priced clothes including a cracking view of
night view, where the glow of the and plenty of other items for the skyline, eat out at The
city lights mingles with Gwangan souvenir hunters. And of course, Bay 101 at Dongbaek
Bridge’s own colourful lights. like most neighbourhoods in Island in Haeundae. If
Haeundae, however, is the most Korea, delicious food is not hard you’re still hungry, they
popular (but crowded) beach in to find. also serve excellent fish
Cathay Pacific and chips.
operates a daily flight Love your hometown? Let us know about it!
to Busan’s Gimhae
Email peoplecomms@cathaypacific.com
International Airport
42 TRAVEL / Zurich
hours in
24 Zurich
Cathay Pacific
With museums, architecture flies daily
to Zurich
and shopping, there’s a lot
more to this lakeside city
than just banking
Start at the top
JUST A 10-MINUTE train ride from Zurich Take a three-minute ride on the
Airport, Switzerland’s largest city has a lot to Polybahn cablecar to the Polyterrasse,
Photos: Michael Mucha/imageBROKER/Argusphoto; travelstock44/LOOK-foto/Getty Images; Odyssey-Images /Alamy Stock Photo/Argusphoto; travelstock44/Alamy Stock Photo/Argusphoto doopedia/Shutterstock
offer. Cultural enthusiasts will have a field day the courtyard that joins the Federal
with the many museums and art galleries as well Institute of Technology and Zurich
the opera house to visit. University. From here you’ll have a
If your time is limited though, make the most fantastic view of the city.
of it with a day of shopping and sightseeing,
followed by an evening of dining and dancing –
all the while surrounded by the city’s beautiful
old-world architecture. Go back in time
Just a five-minute walk away is the city’s
old town. Niederdorf, or Dorfli, as the locals
call it, is a pedestrian area filled with cute
shops and quaint restaurants. Stop in one
of the old guild houses for a breakfast
of the local speciality, Zuri-Gschnatzlets
(sliced veal with hash browns).
Sandro Mosbacher
Leisure Sales
Executive
Time to shop
Don’t leave Cross the Limmat river into Zurich

West and browse the funky alternative
without visiting: stores in the Viadukt. Originally built
in 1894 for the railway, it now houses
cool shops and galleries. There are
restaurants, too, so you can grab your
lunch – perhaps a cheese fondue?
Wine and dine

Head to Kreis 5 district for dinner at
Frau Gerolds Garten. The open-air bar
and restaurant has a great barbecue
selection and features fresh ingredients
Bahnhofstrasse, Zurich’s shopping straight from their own garden.
boulevard, dates back more than 150
years to when the city filled in its moats.
The area is home to all the top fashion
brands as well as Paradeplatz – the Swiss
banking centre.
center. Set on the banks of Lake Get the party started
Zurich, it’s a beautiful neighbourhood to Kreis 5 is home to many hip nightclubs,
take a stroll. Be sure to stop at the pastry but if you’re looking for something
shop Sprüngli to try their speciality: more interesting, the bars and pubs of
Luxemburgerli, a mini-macaroon with a the quirky Langstrasse district are just
delicious creamy filling. a 10-minute cab ride away.

Spreading recognition is
EASY
Write a note of gratitude
for the small things you
appreciate
Pick up the phone and tell

someone they’re great
Visit our Work Well Done

website and write a post on
the recognition wall
www.cathaypacific.com/workwelldone
Work Well Done

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The Journey OUR PEOPLE, OUR AIRLINES

Strategy Trains and planes Behind the scenes Winning together

Slow roaming speeds

Travel with GlocalMe Expensive roaming charge

A fairer, competitive rate without a contract

This issue’s cover

Did you know?

1,050 Diameter in millimetres of an

Alibaba deal signed

THE CATHAY PACIFIC Group

THE JOURNEY SEPTEMBER 2017

Bird’s eye view

It’s A321 go! Airbus’ Christopher

for Cathay Dragon

CATHAY DRAGON HAS signed a making in new aircraft

The blended wingtip “sharklets” add weight but reduce

Seat fuel saving:

Max take-off weight:

THE JOURNEY SEPTEMBER 2017

HAECO offers educational tour

Catering now serves Jet Airways

Healthy eating on the way BE FIRST IN LINE!

FIRST IMPROVEMENTS TO STAFF TRAVEL

THE JOURNEY SEPTEMBER 2017

First Class gets an upgrade

CARGO FLIGHT OPERATIONS NETWORK

the exciting potential this A Cathay Dragon is increasing its frequency to

Q What does Myanmar offer for National sport

THE JOURNEY SEPTEMBER 2017

Changing of the guard

THE LONDON TEAM showed off their green fingers

2017 The year so far in figures

Capacity Yield Revenue

+1.1% -5.2% -3.9%

There is price pressure in every cabin.

Operating Costs Fuel costs Exceptional

+HK$1.9bn +12.7% HK$722m much the same as 2016 – and that’s

THE JOURNEY SEPTEMBER 2017

See anything you like?

Gulf carriers rising to the challenge

THE JOURNEY SEPTEMBER 2017

oneworld is the toast of the skies Upgrade bidding

Let’s head to central

THE JOURNEY SEPTEMBER 2017

How GBS works within the company

Global Business Services

lounges in places like Manila have

Customers are talking

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Who are RollsnRoyce? The buzz on social

Kevin El Paso @KevinElPaso 6 Aug

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but also working in closer partnership with In a spin

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THE JOURNEY SEPTEMBER 2017

Keep us up to date with

Meet the entertainers

THE JOURNEY SEPTEMBER 2017