What has your company done in the past year to remain a top performer in your sector, and top of mind among your customers?

This past year, Thai Airways International has been continuing the plan to transform and strengthen our organisation through new tools for generating revenue, managing costs, restructuring our network, simplifying our fleet and hiring 500 new cabin attendants. For our passengers we have improved our on board products and services throughout the fleet, delivering all-day dining on board to Royal First and Royal Silk passengers. Our economy class service is second to none in seat comfort, meals and a state-of-the art entertainment system.

What motivates you and your team to excel in all that you do?

The promise of future success, tangible achievements and improved market share; a focus not only on financial results but also on high levels of customer satisfaction as both of these elements provide a platform for future growth. We initiated a “Think THAI first” campaign to encourage everyone in the organisation to be proactive in working cohesively to improve the service we give to customers and to work more efficiently together toward the same goals.

What advice would you give to the next generation of tourism professionals who desire success in this trade?

Two things that will always be appreciated are reliability and trust, in parallel with remaining close to your markets and listening to your customers.
Understand their needs and develop product offering with their feedback in mind.
Ensure that your product is easy to sell.
Have a strategic vision when managing your business.
Be responsive to market changes and competitor activity.
Innovate!
Take initiative and be a market leader when there is an opportunity.
Focus on service delivery at customer touch points to ensure there is consistency.
Ensure that the customer remains central in any decision making process. – Charamporn
Jotikasthira, president, Thai Airways

Credits to Pariya Chulkaratana, Vice president of e-commerce and ancilary marketing, Thai Airways International