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MENAFN Press - 04/12/2013

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(MENAFN Press) A trial project to develop Customer Relationship Management between the Jordanian air navigation service provider of (CARC) Civil Aviation Regulatory Commission, and Royal Jordanian airlines has already delivered significant enhancements in service according to Royal Jordanian pilots.

Royal Jordanian pilot Radi Radi reported these enhancements at this week's CANSO MEAUSE (ME Air Navigation Service Providers (ANSP), Airspace Users & Stakeholder Engagement) Conference in Amman. The Capt explained that CARC air traffic controllers had acted on feedback from the airline "within a week", commending the organisation for taking the initiative to better understand its customers and enhance service delivery.

HE Captain Mohammed Amin Al-Quran, CEO of CARC commented, "CARC is proud to spearhead this Customer Relationship Management programme in the Middle East. With the support of both the Civil Air Navigation Services Organisation (CANSO) and the International Air Transport Association (IATA) we have worked positively with our partners Royal Jordanian to deliver real benefits to our customers the airlines, and ultimately to the travelling public."

Nicola Jordan, from the Customer Affairs team of NATS, the leading provider of aviation services and solutions, worked alongside colleagues in CARC during the initiative to offer advice and guidance from her experiences in the UK. She explained, "It was a real pleasure to work alongside the team in Amman whilst they embarked on this important project, and it's fantastic to hear first hand of the benefits that it has delivered."

"In addition to positive outcomes in Jordan, the project has provided not only guidance material for other CANSO members in the region to use when implementing their own customer relationship management programmes, but also resulted in CARC becoming a champion of the concept in the Middle East, prior to a regional roll out in February 2014." Nicola said.

NATS is currently working on projects in Qatar, Kuwait and Oman, and has previously worked with Bahrain and at Al Maktoum International Airport in Dubai to support the safety, efficiency and environmental performance of its airspace.

In the UK, NATS guides around two million aircraft through some of the busiest and most complex airspace anywhere in the world. Increasingly, its expertise is in demand from other countries, with NATS also working in Asia, the United States and Far East


About CARC
Civil Aviation Regulatory Commission . Was established on 1st August 2007 to replace the Civil Aviation Authority (CAA) in accordance with article (68) of the civil Aviation law number (41) of year 2007. According to this legislation the CARC has financial and administrative independence. CARC is the authorized body responsible for: Safety and Security; Economic Regulations; Legal Affairs; and The provision of Air Navigation ServicesANS within CARC is undergoing currently major transition to become fully financial and operational autonomy; encourage business approach to service delivery; enhance ATM performance, and promote public confidence in the ANS and the services it provides. In order to meet Jordan airspace users requirements ANS has achieved major developments to upgrade its air navigation system, taken into consideration the highest level of aviation safetyCANSO “ the Civil Air Navigation Services Organisation “ is the global voice of air navigation service providers (ANSPs) worldwide. CANSO Members support over 85% of world air traffic. Members share information and develop new policies, with the ultimate aim of improving air navigation services (ANS) on the ground and in the air. CANSO represents its Members' views in major regulatory and industry forums, including at ICAO, where it has official Observer status. CANSO has an extensive network of Associate Members drawn from across the aviation industry.MEAUSE (ME Air Navigation Service Providers (ANSP), Airspace Users & Stakeholder Engagement) is the Middle East regional platform on which all ME stakeholders of the aviation value chain: States, civil and military Airspace Users (Customers), Airports, Air Navigation Service Providers, Suppliers “ will engage and continue to work on joint initiatives with the aim of transforming ATM in the region.The pilot “ project was led by Daoud Abu-Hussein, CARC and facilitated by the MEAUSE CRM Support Team, consisting of Nicola Jordan, NATS, Gudrun Held, DFS, Ruby Sayyed, IATA MENA and Hanan Qabartai, CARC.About NATSNATS is a leading global provider of Air Traffic Management (ATM) services. It handled 2.2 million flights in 2011/12, covering the UK and eastern North Atlantic. NATS provides air traffic control from centres at Swanwick, Hampshire and Prestwick, Ayrshire. NATS also provides air traffic control services at 15 of the nation's major airports including Heathrow, Gatwick, Stansted, Birmingham, Manchester, Edinburgh and Glasgow, together with air traffic services at Gibraltar Airport.Increasingly its expertise is in demand from other countries, with NATS also working in Asia, the United States and the Middle East.www.nats.aero/me/

 






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