GOING ABOVE AND BEYOND

Continuous training and soft skills programmes at Jet Airways are directed to upskilling the front line staff and cabin crew to provide outstanding service to the guests.

The culture of service has been at the core of Jet Airways since its inception and is embedded in our core values of family spirit, going above and beyond the call of duty, passion for excellence, innovation and most importantly Indian hospitality. There is continual training and development for every front line staff on soft skills understanding people, extending compassion, care and warmth in every aspect of their interaction. This is key to the ethos of Jet Airways’ service philosophy.

Most of us spend a lot of time planning our travel. Often, apprehensions about making it in time to the airport, long queues at immigration or security, access to special meal choices and facilities such as wheelchairs, play on one’s mind.

However, all these thoughts are put to rest and are replaced with gratitude and delight when the Jet Airways ground staff and cabin crew deliver compassionately and serve with a smile. Tweets and messages pour in, applauding the team for being caring and warm. So what’s the secret to this? There is no secret formula. At Jet Airways, we invest heavily in training and development of our staff. They are an integral part of our business and are also our brand ambassadors. It’s our endeavour to develop their skills and support their long-term career goals. Ultimately, our objective is also to promote job satisfaction and retain the talent.

For many, joining an airline is an aspiration and being part of a cabin crew, a childhood dream. There is a perception that the profile is all about the glamour. However, they are laden with a high degree of responsibility towards the safety and security of the guests while also providing them the best service and hospitality.

AT THE CRUX

One of the key components at the Jet Airways Training Centre is the focus on conducting the training in a realistic environment, making it more relevant. Based on the latest trends and best practices, scenarios are simulated, and the staff is required to demonstrate safety measures and carry out procedures decisively.
A blended training approach which comprises classroom sessions and experiential learning, case-studies, role-plays, e-learning and video training is used during these sessions. Our intensive training prepares them for every situation and provides them with the confidence to carry out all safety and service procedures.

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At JetAirways, we invest heavily in training and development of our staff. They are an integral part of our business and are also our brand ambassadors. Based on latest best practices, scenarios are simulated, the staff is required to carry out safety measures and procedures decisively

Forward thinking

Over the past 25 years, we ensured that our operations were cutting edge, innovative and proactive. These innovations have continued relentlessly with aspects of the airline guests don't necessarily interact directly with but like Christmas elves, we have been working quietly behind the scenes to ensure a seamless and cutting edge experience for our guests across the globe. These areas included Revenue Management, Engineering, Flight Operations, Network Planning, Revenue Accounts, Finance, Human Resources, Training, Procurement and Logistics. Anyone acquainted with the gold standard of tech in these fields would recognise the quality, robustness and stability of Jet Airways’ programmes and systems to be the very same or better than those used by leading airlines.

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It is a moment of pride for Jet Airways, when incidents such as cabin crew saving a life at 40,000 ft, on a flight from Bengaluru to New Delhi, come to light. Passengers applauded the team that handled the situation calmly and with presence of mind. Rightly so, the four cabin crew are hailed as superheroes. As stated by the crew, the intensive medical and safety training they go through helped them assess the situation, gather the facts, and apply the life-saving techniques. In another case, the crew’s training and promptness was put through a litmus test when a guest aboard the flight 9W 569 from Dammam to Kochi went into premature labour. The cabin crew, together with a trained paramedic onboard, successfully helped Mrs. C. Jose to give birth to a healthy baby boy, who was lovingly named Jetson by the family. These incidents bear witness to the skills and training imparted to the cabin crew, who follow the mandated procedure coupled with presence of mind and empathy.

SERVING WITH A SMILE

Very early in the training, the Jet team is upskilled about the importance of service being the differentiator. The high standards of service and hospitality consistently delivered on every flight by our crew makes us unique. Since India is known for its hospitality, generosity and warmth, it comes very naturally to our crew to serve with a smile.
On each flight, the endeavour is to create memorable experiences that delight our guests. Celebrating birthdays, anniversaries, first flights, homecoming; keeping children amused; reassuring the elderly – every opportunity is used to delight the guest. These are some of the reasons why our guests wish to fly with us, time and again.

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It is a moment of pride for Jet Airways, when incidents such as cabin crew saving a life at 40,000 ft, on a flight from Benguluru to New Delhi, come to light. Passengers applauded the team that handled the situation calmly and with presence of mind

A LEADER IN THE MAKING

Our leadership programmes for the ground staff are designed to focus on developing leadership skills and becoming great leaders. These programmes push every participant to gain an insight, step out of their ‘comfort zones’, and take up new challenges. They learn to create a vision, motivate and inspire others, set clear agendas, and support those who need to help make our vision become a reality.

Our style and image training for crew and ground staff is about the standards of make-up, uniform, hair and much more. It is also about deportment and etiquette, something that differentiates them and creates immaculate first impressions as they walk by across airports.

It takes a lot of time, energy and enthusiasm, but there is also a lot of fun as part of the learning. As brand ambassadors, our staff plays a vital role in showcasing the best side of Jet Airways.

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