Drukair

About Us

Newsletter
March-April 2011. Volume-01 Issue-2

the wings of the dragon Motto : When it comes to safety, the sky is the limit Vision : Strive for excellence in providing aviation and allied services of the highest industry standards and contribute to the socio-economic development of the Kingdom of Bhutan
Founded: 1981, Commercially operated in 1983 Headquarters: Nymezampa,Paro, Bhutan Chief Executive Officer : Mr. Tandin Jamso Operation Base : Paro International Airport , Paro, Bhutan IATA Code : KB Aircraft Fleet : 2 (A319) Destinations International : 8 Cities Website: http://www.drukair.com.bt Dear readers, The Ground Operation in Paro has the highest number of staff within the Commercial Division. It handles on an average 650 passengers in a day, 3800 passengers in a week and 10,000 passengers in a month. Paro station processes the maximum number of flights with 4 departures & 3 arrivals in a day. Service standards are important for customers, potential customers, employees and management of a business. The essence of good customer service is forming a relationship with customers a relationship that individual customer feels that he would like to pursue. Drukair knows that time is money, thus we respect the customers time and place great priority on realibility and consistency. Thats why all employees are committed to deliver their promise to customers regardless of external or internal influences. Its not easy but we believe service is our best salesman. The Supervisor and staff had discussed & agreed upon certain Passenger Service Commitments to deliver a defined standard of services on a consistent basis and to ensure that every passenger flying in and out of Paro Airport leaves with the highest satisfaction on the level of customer service being provided. So we follow the six rules to provide the best of quality services to our Customers. 1. Notify passengers of known delays, cancellations & diversions

Slogan : On

It has been mutually agreed that we will notify passengers at the airport, in a timely manner, of the best available information regarding known delays, cancellations & diversions. As soon as we become aware of a service interruption, we will relay information to affected customers. If we become aware of any delay or cancellation, we will instantly relay all known information to customers at the time of Check-In in a timely manner and provide updated information as it becomes available.

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March-April 2011. Volume-01

Issue-2

As defined in our SOP ( Standard Operation Procedure), refreshment will be served for all flights delayed beyond one hour, meals for all delays beyond 3 hours and accommodation for all cancelled flights. In the case of a flight cancellation or delay, which has caused our customer to miss their connecting flight, our staff will assist the passengers in rebooking as per the conditions of contract. If rebooking options are not available until the following day, and if the cancellation is due to severe weather conditions, air traffic control decisions or other issues outside of Drukairs control, we will offer complimentary over night hotel accommodations.

3. On time baggage delivery

Drukair will deliver all checked baggage to the baggage area as quickly as possible. Customer Service Representatives will be available to assist individuals who require or request assistance. In the case of mishandled checked bags, we will make every effort to deliver the mishandled bag to the passenger within 48 hours of its arrival at final destination, with a minimum charge. Immediate follow up is sent to the origin destination and Passenger is regularly updated on the status by telephone. In the unlikely event your baggage does not arrive at your destination with you, file a delayed baggage report immediately. Once your belongings are located, we will return it to you as quickly as possible.

4. Take measures to speed up check-in

Minimum check-in time for one passenger is agreed at 5 minutes after the passenger presents his travel document to the check-in agent.. Queue-manager has been installed to avoid congestion at the check-in counter during the rush hour. Drukair plans to install a mobile counter before the check-in counter, where the staff will check all travel documents, so that the check-in agent does not have to check the document thereby speeding up check-in process.

5. Special assistance to passengers with reduced mobility

Under the Passenger Service Section, we have agreed to keep a dedicated staff on all flights who will assist under minor, elderly passengers, patients, etc.The Supervisor Passenger Service, screens all flights one day prior to departure and in case of any such requirements, a note is made on the white board & the concerned facilitation staff is informed. When making your reservations, be sure to notify the reservations agent of any special needs you have, when you reserve your travel. This will alert our employees to your circumstances, so we can be prepared to assist you when you arrive at the airport. Before the flight departure, ground and flight crews are briefed about customers with special needs who will be travelling on the flight. This proactive com munication helps us ensure that we can accomodate the individuals appropriately and safely.

6. Be responsive to customers complaints.

In Drukair we feel the complaining customer represents a huge opportunity for more business, so we are always resposive to customers complaints. We have one goal: to acknowledge customer questions and complaints and provide prompt resolution.

Some of the Changes that are being initiated:

*The ambience of the airport office has been changed cosmetically making it more customer friendly faith to the carrier. *Queue control has been installed at the check -in area. Now the passengers can check in more smoothly. *Flight display screen at the check in counters are being installed. *The staff has been assigned with individual responsibility and a team fully dedicated to attending the customers.

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March-April 2011. Volume-01 Issue-2

Relocation of Commercial Division To provide better Services to our customers, agents & government offices, Drukairs Commercial Division is now shifted to Thimphu from 1st of May. Discount & Packages Make Booking or Enquire Now and take advantage of Drukairs Low-SeasonDiscount and Special Student packages. Availiable for June till August & December till Febuary. For more information contact our offices/agents or log into www.drukair.com.bt. With the aim to promote Indian tourist to Bhutan especially during the low season, Drukair has signed an agreement with Make My Trip India Pvt. Ltd. for two weekly charter flights from Delhi and Mumbai starting from May 2011.On this, a press release was hosted by Kutsab Delhi, at the embassy on 11March, which was attended by Drukair & TCB. To extend Drukairs Customer Service a toll free line no. 130 has been installed and enabled at the customer Service counter for flight information and other services. Therefore, The Management would like to advise the customers to use our toll free number, for uninterrupted services. This service is available only during the working hours as of now, however we are planning to make this service available 24/7 with the introduction of Call Center in 2011.

News & Events

Tie with Make My Trip

Introduced Toll Free-130

Drukair is pleased to inform that we will be another aircraft, which will begin operations from June. As innovation in technology and product determines the safety and comfort of passengers, we have opted for the 42-500 ATR from Europe. The ATRs slogan says it all Propelling tomorrows world. Our choice is reflected in the slogan as the ATR 42-500 boasts the very best in technology and comfort. It is about new elegance style cabin, decreased noise level, more cargo and greater range. As safety has always been the cornerstone of our operations, the ATR is also about new engines and new propellers. It is a 48 economy seater but can be also converted into 8 VIP seat and 22 economy seat, available for charter. Hermes has been providing end to end travel technology solutions since 2006, and has become one of the fastest growing technology companies in India. Its constantly growing customer community includes a wide range of 30,000 plus agent network and its hosting options provide efficient solutions with low start-up cost for Airlines, Travel, Tourism & Hospitality industry. Drukair already had a meeting with the officials of Hermes regarding the integration with Hermes-Technology Solutions Services. The processes leading to the integration is underway. Once we are integrated, Hermes will act as our distributor through their distribution channel and we will be available to Hermes 34,000 agents all over India. We feel we will be well distributed in India through this integration. The integration will be available by may. FARM stands for Future Activities Review Meeting- The FARM meeting for 2011 was held at Tenzingling Resort, Paro, on 4 & 5 March, 2011. The FARM meet was organized by the Commercial and Ground operation Division to discuss, review and reflect on our performance of the previous year and to gear ourselves for the future. GM. Commercial & Ground Operation stated that, FARM meeting has become a good forum for us to share the statistics of passengers and sales but more importantly to know what we have done, and to come up with future plans and policies knowing what is required for the further growth of the Company. The event was also graced by the presence of CEO, DMD-AFD, Dy. GM. Corporate Planning & Manager Administration and Personnel.

Additional Wings

Integration with Hermes

FARM 2011

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March-April 2011. Volume-01 Issue-2

In Gratitude to our Out-going Chairman & Board of Directors

When Druk Holding & Investments Limited (DHI) was formed in 2007, it reconstituted the Boards of Directors of its subsidiaries. Since the inception of DHI till the annual general meeting held on 29 March 2011, Drukair Corporation Limited comprise of these many Board of Directors: 1. Dasho Kesang Wangdi 1st April 2008 to 29 March 2011, Chairman 2. Captain Karma Dupchu 6 December 2007 to 29 March 2011, Director 3. Mr Sonam Ongdi (6 December 2007 to 29 March 2011), Director 4. Mr Damber Singh Kharka, 25th January 2008 to 29th March 2011 5. Ms Yeshey Selden, 20th January 2009 to 29th March 2011 6. Mr Karma Tsetop Rinchhen 6 December 2007 to 29 March 2011, Director Mr Tandin Jamso was appointed as the Chief Executive Officer of Drukair on 1 July 2008 and continues his office. Safety
Under the professional guidance of the Board, Drukair has built itself a brand image of a safe airline. At every level of the management, safety is on top of to-do list.

Fleet expansion

Financial health

The last financial year (FY2010) was the third year in a row that Drukair had been filing corporate income tax. This is a good indication of the financial health of the corporation and meaning contribution to the government treasury.

After operating a lease ATR42-500 from April to December 2010, the corporation knows the economics of operating with an ATR. The Board had approved managements proposal to induct an ATR on lease-purchase in 2011.

We are truly saddened by sudden demise of Mr. Chencho(Sr.Driver). He was always so kind and considerate. He was more than just a colleague; he was an amazing person. His passing will not only leave a void in our lives, but in the hearts of everyone who knew him. Our deepest condolences to his friends and family. May God rest his soul in Peace. We shall miss him.

Obitury

September 2008 June 2009

Drukair celebrated its Silver Jubilee Anniversary, since operation in 1983. Drukair integrated the SITA Horizon Computer Reservation System (CRS); and commenced operations to Bagdogra.

Aircraft type:

Reservations System

ATR 42-500

The much awaited project, Business to Business (B2B) was launched in January 2010.With B2B portal, agents could now purchase tickets online by accessing the system making prepayment. Business to Customer (B2C) was launched in April 2010. This provided tremendous ease of access to Drukair. Prospective client worldwide could purchase tickets online using credit card.

April 2010

Domestic Air Services

Drukair was selected as one of the domestic air services operator. The management is gearing up to launch domestic air services as soon as the infrastructure is ready.

During the 16th SAARC Summit, Drukair did everything possible to facilitate reservation. Uninterrupted flight connectivity was provided with addition of a leased ATR 42-500 aircraft. Free of cost guide pilots and customized stickers were affixed on the aircraftfor the event. All handling charges for VVIP flights were waived off. All cargo related to preparation for the Summit and delegates baggage were transported

Funny Airlines Safety Messages

On a Continental flight with a very senior flight attendant crew, the pilot said, Ladies and gentlemen, weve reached cruising altitude and will be turning down the cabin lights. This is for your comfort and to enhance the appearance of your flight attendants. On landing the stewardess said, Please be sure to take all your belongings. If youre going to leave anything, please make sure its something we would like to have. In the event of a sudden loss of cabin pressure, masks will descend from the ceiling. Stop screaming, grab the mask, and pull it over your face. If you have a small child traveling with you, secure your mask before assisting with theirs. If you are traveling with more than one small child...pick your favorite. And from the pilot during his welcome message: Delta Airlines is pleased to have some of the best flight attendants in the industry. Unfortunately, none of them are on this flight!

Main Features of the Aircraft:

Seat : 48 Economy or 8 VIP + 22 Economy Engine : PW-127E

Maximum Fuel Maximum Take-off weight (MTOW) Maximum Landing Weight (MLW) Basic Empty Weight (OEW) Maximum Zero Fuel Weight (MZFW)

: 4500 KG : 18600 KG : 18300 KG : 11629 KG : 16700 KG

Produced by : Commercial & Ground Operation Division Drukair Corporation Limited We request all our employees to contribute articles/stories for future issues, related to anything. Your comments and feedback is always welcomed. Kindly send them to : kencho.wangdi@drukair.com.bt