Communication and consultation
As part of our frontline team, the Cathay Pacific cabin crew provide invaluable input to the way we serve customers. Their views are important to us, and consultation and feedback are a key focus. We do this by strengthening existing crew forums, including yearly Inflight Service Managers (ISM) forums, consultative groups, the Premium Service Ambassadors, Economy Class Service Ambassadors, Cabin Quality Specialist groups and workshops tailored to the different categories of crew.
At Cathay Pacific, the Cabin Crew Consultation Group, comprised a diverse range of cabin crew led by the Cabin Crew Relations & Communications Section, has been holding monthly meetings since 2001. In addition to helping with Crew Forums, the group is also consulted on a regular basis for matters of interest and relevance to the crew community, and they also provide valuable input for the management of the Inflight Services Department (ISD).
To engage with the crew community on a regular basis, Cathay Dragon carried out monthly Rostering Focus Group meetings throughout 2016. These groups discuss various roster issues which prevail across the crew community and relay constructive ideas collected from other crew members. The focus group also provides fresh management insights to the diverse crew community.
Cathay Dragon’s Cabin Crew Support Team (CCST) meets monthly to discuss operational issues and looks for ways to enable a more effective service and to improve occupational health and safety conditions in the cabin. To give crew a better understanding of other operational areas, the CCST acts as a channel to disseminate information about the decision and logistical processes involved in facilitating changes and improvements.
Newsletter and social network
Cathay Pacific produces bi-weekly cabin crew newsletters (CCNL) and monthly safety newsletters in both print and digital formats to ensure cabin crew are well informed. Cathay Dragon publishes its own CCNL on a monthly basis. Cathay Dragon also implements DragonTV, an initiative which is hosted by the General Manager of Inflight Services. This was shown on a monthly basis on Dragonet, iKA, at the Crew Lounge and on the KA Channel, along with a special edition on the Cathay Dragon rebranding in November.
A Yammer group has been created to encourage cabin crew to share views and suggestions with the company in an informal way. Our inflight management team has been actively engaged in constructive dialogue with our cabin crew on this platform.
Meeting the needs of our cabin crew
In recognition of our expanding inflight team and increasingly complex service environment, the following are some of the areas where initiatives are ongoing with the aim of meeting crew requirements and more effectively catering to their needs:
Lifestyle and rostering
We work to provide roster flexibility to crew in order to meet their lifestyle needs. Throughout the years, we have launched different schemes to cater to the different needs of our cabin crew. These have included the High Density Scheme, the High Hours Scheme, the Route Specific Rosters Scheme and the Work-Life Enhancement Leave Scheme. These initiatives on flight request systems provide more flexibility on crew rosters.
On the job
We endeavour to provide our cabin crew a safe and efficient working environment. In 2016, we launched special meal options for cabin crew. Similar to passengers, cabin crew may select special meals to meet their dietary needs. Our crew was also integral in the development and implementation of the defect-free cabin campaign. This has been an ongoing, long-term working group with Inflight Service Managers (ISM) and the Engineering and Cabin Quality & Standards teams to maintain the high standards of our cabins.
Recognition and support
We increased interaction and engagement to recognise the efforts of our cabin crew through receptions, top performers’ dinners, bi-monthly crew forums and ISM workshops to discuss ideas and issues. We also recruited a team of Performance Development Executives and Performance Development Assistants to strengthen the support for the Line Management Teams and bonding with crew. Jetset TV, launched in 2011, is a lifestyle magazine in a video format, where crew are responsible for developing story ideas, script-writing, producing and presenting topics that are of interest to them.
Cabin crew helpdesk
Cathay Dragon Cabin Crew Help Desk in Hong Kong and Shanghai provide personalised care and support to the crew community. Manned by a group of senior cabin crew seven days a week, Help Desk handles enquiries, shares experiences and job knowledge, addresses crew sentiments and exercises ‘Tender Loving Care’ (TLC) to crew members who are affected by flight disruptions or work injuries. Similarly, the Cabin Crew Help Desk in Shanghai offers support to locally-based crew. Approximately 100 cases are handled by the helpdesk every week.
Flight Attendants’ Union
Salary reviews are conducted every year, and any adjustments are made at the corporate level. Discussions between the Flight Attendants’ Union and Cathay Pacific management took place at end of 2016 and an agreement was reached by both parties. The dialogue on mutually important matters continues on an ongoing basis.
Our cabin crew is active and enthusiastic in contributing to charitable causes, both locally and internationally. In 2016, Cathay Pacific cabin crew participated in different activities such as Pink Walk for Breast Health and Beat the Banana Run, raising funds for local charities. In December 2016, cabin crew from different countries came together to organise the International Food Fair in Cathay Pacific City. Cabin crew chefs prepared their signature dishes from their home countries and sold them to benefit the charity group Sunnyside Club. This event not only raised funds for those in need, but also celebrated diversity among the cabin crew community.
Internationally, cabin crew partner with Habitat for Humanity on charity trips. In 2016, around 30 crew members, together with the General Manager Cabin Crew (GMCC), travelled to developing countries to build houses for those in need.
In collaboration with Cathay Pacific and the Hong Kong Breast Cancer Foundation, Pink Ribbon pins were sold throughout the month of October to Cathay Dragon’s cabin crew, who wore them inflight in support of the meaningful event. Members from the Hong Kong Breast Cancer Foundation visited Cathay Dragon House to conduct Breast Cancer Awareness talks to our cabin crew. The campaign was well-received, raising a total of HKD$38,000 from our community of 1993 cabin crew.
Opening of Beijing base cabin crew
The grand opening ceremony of Cathay Dragon’s Beijing-Based Cabin Crew Briefing Office took place on 11 November at the Beijing Capital International Airport. The ceremony was led by General Manager Inflight Services, along with members of the ISD Management in a simple ribbon and cake-cutting ceremony. The first batch of Beijing-based cabin crew were welcomed with a celebratory dinner.
Crew forum and annual dinners
To facilitate enhanced communication and engagement, Cathay Dragon hosts regular crew forums and appreciation dinners. In 2016, 12 crew forums were held in Hong Kong and one each in Shanghai and Hangzhou respectively, reaching out to more than 600 cabin crew. A variety of issues were raised in these forums, which were then followed up by the relevant departments. These issues included crew rostering, flight patterns, new destinations, policies, catering matters, hotel issues and travel benefits. In addition to the crew forums, many members of cabin crew across different ranks and nationalities also joined various annual dinners, crew gatherings and the annual Inflight Sales Fun Fair.