Welcome to Our 2015 Conference!

Host Carrier’s Welcome Message

Sawasdee Khrup!

On behalf of the Bangkok Airways team, it is with great pleasure that I extend a warm welcome to all distinguished speakers and delegates attending the 57th Annual WACRA Conference in Bangkok, Thailand. We are very proud to have been given the opportunity to act as the host carrier this year.

As Asia’s Boutique Airline, we have strived hard to ensure our service delivery standards are always adhered to and we are consistently performing above and beyond the expectations of our passengers. This commitment naturally requires us to take note of passenger comments about our products, technology and services. Listening to our passengers means we put them and their travel experience first and foremost. Outstanding service feedback is also rewarded and utilised as motivational leverage across the airline. We trust only the finest blend of top products and services to provide an unparalleled travel experience for all that are warmly welcomed on board.

This year’s conference theme, "Service with passion, getting it right when things go wrong," encapsulates what the present-day industry needs to do in the face of up-and-coming LCCs and changes in air travel trends worldwide. It also clearly highlights the importance of customer relations and experience in ensuring business growth by way of customer happiness.

A welcome gift also accompanies this message. Your tea set comes from the Doi Tung Development Project. The Doi Tung Development Project was initiated in 1988 by Her Royal Highness Princess Srinagarindra, the late Princess Mother of Thailand, drawing inspiration from her son, His Majesty King Bhumibol Adulyadej, who initiated efforts to end opium cultivation. The project’s main objective is to transform poor and vulnerable communities from basic subsistence living and dependency towards full socio-economic sufficiency and independence. We hope you enjoy your souvenir and will cherish it long after the conference has concluded.

Last but not least, the conference would not be possible without your participation. I am most grateful for the full complement of renowned speakers and delegates attending this year, to the WACRA Board Members and finally, to my team at Bangkok Airways for bringing this altogether. Here’s wishing you all a fulfilling and thought-provoking conference as well as a most enjoyable stay in Bangkok.

Puttipong Prasarttong-Osoth
President
Bangkok Airways

Chairman’s Message

I take great pride in welcoming you to yet another globetrotting WACRA conference. Welcome, all new and returning delegates, to the vibrant city of Bangkok!

There is no doubt that all airlines must embrace an era of change and technological advancement which brings with it heightened customer expectations. Bangkok Airways has carved its niche in the region as “Asia’s Boutique Airline” by continuously exceeding those expectations and reaching new levels of customer satisfaction. We thank Bangkok Airways for their warm welcome and for hosting the 2015 conference.

“Service with passion—getting it right when things go wrong” is our theme for this year—a perfect fit, as our business as customer care professionals is to make things right when they go wrong. We have brought together a dynamic panel of speakers from all over the world to present interesting topics vital to the success of your respective teams. If you are seeking guidance on how to respond to angry customers in social media or if you are looking to for tips on writing to customers in your airline’s brand voice, you will find the answers at this conference. We will also see a presentation on the benefits of chat as a sales and service channel. In the area of baggage, you will learn how to transform lost and found items into customer service wins. Get ready for an engaging session on new approaches on consumer protection and learn about developments in the US DOT’s consumer protection program. For the first time, WACRA will host a half-day “journey mapping” session to help reimagine and reinvent your customer’s odyssey! The conference would not be complete without having local flavor brought by renowned regional speakers who will present the topic of breaking through the invisible boundaries in building partnership and customers.

As we look for ways to redefine the relationship with our customers, customer care remains the heart of the airline business. No matter what goes wrong, if we can turn it around and make the post travel experience a memorable one for the right reasons, we know we got it right—potentially for life. If we fail to create positive connections with our customers, it will all come to an end. So let us sit back and feel proud of being customer care professionals, making a difference in the lives of our customers and in the business as a whole.

Please may I take this opportunity to share with you the great personal time and effort by the board members to put together a successful conference. We hope it is worthy of your praise. Thank you to all the board, with a special thanks to Prote and the Bangkok Airways team, without whom none of this would be possible.

I hope you find your time here informative and enjoyable.

Kavita S. Al Jassim
Chairman
Worldwide Airline Customer Relations Association

WACRA Board of Directors 2015

WACRA would like to thank the following airlines for their valuable contribution towards the success of this conference. WACRA board members from these airlines have taken precious time out of their busy schedules to help in the planning process and we extend our sincere thanks to each one of them.

WACRA is also extremely grateful to Bangkok Airways for hosting the event this year.

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