(MENAFNEditorial) 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
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