OUR PEOPLE, OUR AIRLINES

May-June 2018

Taught or learnt?
The Learning Academy
explains the difference

Change of course
How we are transforming the way we learn

Rostered on Now boarding Final countdown Destination Europe

The way we roster cabin and A day in the life of the Hong Kong The A350-1000 has been eight How we market Hong Kong in our
cockpit crews is changing International Airport team years in the making new European destinations
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 CEO MESSAGE 3

A message from Rupert

May-Jun 2018
WE ARE HALFWAY through 2018, and
halfway through something else – our NEWS & INSIGHT
three-year transformation programme. Company news 6
Why three years? Because that
Performance 9
timeframe requires us to make
immediate and necessary changes – Outport news 12
but still keep an eye on the long-term. Customer insights 14
So let’s use this vantage point to look The big story 16
at what we’ve achieved and what we Strategy 18
still need to do.
We reorganised – top to bottom.
The business has become leaner and FEATURES
more agile. We asked ourselves how a The countdown has also started A350-1000 20
truly customer-centric airline behaves, to the June delivery flight of our first The Learning Academy 24
and then began acquiring richer and A350-1000, one of 20 that will arrive
deeper insights into what people value. in quick succession. We take a new PEOPLE
Turning those insights into practice aircraft at the rate of one per month
will drive new sources of revenue, new between now and the opening of
Behind the scenes 28
partnerships and new products and the third runaway at Hong Kong From the flight deck 30
services. International Airport, a testament to From the cabin 31
Meanwhile, the job of redefining how our investment in a super-efficient On the ground 32
we work did not end with the structural fleet and a great platform from which Letters to the editor 33
changes we made in 2017. to build our premium customer
Imagine all the tasks that it takes to experience. Read more on page 20.
The guru 34
run our airlines smoothly every day, We are also having important
from selling seats online and managing discussions around Diversity and CATHAY LIFE
funds, checking in customers, Inclusion at Cathay. As an international Recognition 35
serving meals on board, onboarding airline that flies millions of people Heritage 36
new employees and performing every year, this is an area absolutely
engineering checks on aircraft before central to who we are and what we
My other life 37
departure. There are thousands. Now believe. We are working on how we Competition 38
imagine that all of those tasks come can better encourage and celebrate
under just nine “processes”. diversity in the workplace, and how TRAVEL
We have identified those nine. we should ensure that everyone feels My hometown 40
Directors are now tasked with comfortable and included within the
reviewing them and strategising Cathay team. This is something I feel
24 hours in... 41
how we can do things better across strongly about: I am committed to Travel experience 42
departments, faster, simpler and with getting it right.
better outcomes for our people and As the busy summer months get
our customers. closer, we build up to one of the year’s
Talking of the number nine – that’s
how many new routes we will launch
major travel peaks. I’d like to thank our
operational staff in advance and say
20 36
in total in 2018. That’s a record for how much I appreciate the effort that
this airline. In April we announced goes into maintaining our premium
two more: Medan and Davao. We customer service standards and
want to build our hub and keep operational excellence during such a
Hong Kong’s position as a ‘super busy time.
connected’ city and a fantastic
gateway point for mainland China’s
Greater Bay Area. Every new route
is a new opportunity and a new
adventure. We are moving fast.
27
Multilingual issues
40

Get involved…
This is your magazine – we want to hear from you!
If you have pictures or story ideas please email us:
peoplecomms@cathaypacific.com or find us in The Journey group on Yammer

This issue’s cover

PUBLISHER Tom Owen Advertising enquiries:
CATHAY EDITORIAL BOARD Asian Integrated
Media Ltd. Cathay Pacific cabin crew learn about
Lucy Jenkins, Matt Jones, Carly Nankin
+852 2850 4017 our new Business Class service at The
PRODUCED BY CEDAR HONG KONG asianimedia.com
Philip Heard, Emily Morgan, enquiry@asianimedia.com
Learning Academy. Read more on page 閱讀繁體
Louise Buxton, Bay Leung 24.
+852 2833 9788 cedarcom.hk Printed by Apex Print Limited 中文版
cathayenquiries@cedarcom.hk
阅读简体
中文版
4 COMPANY NEWS

Did you know?

12h25m
The flight time from Hong Kong to Dublin,
one of our latest routes

3km
East meets West
WHEN THE FIRST Cathay there’s a lot of corporate activity
Pacific flight from Hong Kong to and the leisure market is pretty The average distance people in Copenhagen cycle each day
Dublin launches on 2 June, it will robust. It’s a good time for us to
be the first time the Emerald Isle take advantage.”

1903
has been directly linked to the The inaugural Hong Kong to
Asia-Pacific region. Copenhagen flight on 2 May
The new route means 15 marked the first of the seasonal
European destinations are now summer service to the Danish
directly linked to Hong Kong, capital, scheduled to operate
along with the launch of Cathay three-times weekly until 26
Pacific direct flights to October.
Copenhagen on 2 May. The Dublin service will fly
General Manager Europe four-times weekly year-round Year the world’s first successful aircraft, the Wright
James Ginns, said both and both routes are operated by Flyer, was launched. It is now housed in Washington
destinations have had strong the Airbus A350-900. DC’s Smithsonian National Air and Space Museum
early interest. These destinations
“Both sets of advanced follow the introduction of the

6225.8 miles
bookings are looking healthy for Hong Kong to Brussels route –
passengers and cargo, and Cathay Pacific’s first flight to
where they should be at the Belgian capital was on
this stage in the booking 25 March.
cycle,” he said. Read more about how we
“Destination Europe has a lot are marketing Hong Kong as
of appeal for the Asian market. a destination to European
“European markets are growing; travellers on page 18.

Air distance the new Airbus A350-1000 aircraft will

Wake up in Dublin travel for delivery from Toulouse to Hong Kong
Flight no. From To Departure/Arrival Days of operation

1198
CX 307 HKG DUB 0050/0645 Mon, Wed, Thu, Sat
CX 306 DUB HKG 1155/0705 Mon, Wed, Thu, Sat

Wake up in Copenhagen
Flight no. From To Departure/Arrival Days of operation
CX 227 HKG CPH 0110/0630 Mon, Wed, Fri
The year Ireland’s oldest
CX 226 CPH HKG 1355/0635 Mon, Wed, Fri pub, The Brazen Head in
Dublin, was established

THE JOURNEY MAY-JUN 2018

 THE BIG PICTURE 5

The
Big Picture

Stomping ground
MEET ESME, OUR newest adopted rhino,
sponsored by the South Africa team based in
Johannesburg. Looked after at the
Hoedspruit Endangered Species Centre
(HESC), Esme is now eight months old and
was rescued when workers at a game farm
noticed she was struggling to put on weight
when she was born. She was moved to HESC
where she now lives with Lula, our first
adopted rhino. This image was captured by
Operations Training Specialist Richard
Anderson when he visited HESC with his
daughter as part of our previous competition
in The Journey. Look out for more information
on how our South Africa team is helping to
save endangered species in upcoming issues
of The Journey.
6 COMPANY NEWS

Greater reach
From October Cathay Dragon will fly to
Davao City (left) and Medan (right)

Cathay Dragon boosts regional profile

CATHAY DRAGON WILL start services to “Davao City and Medan are key trade and will be served four times a week.
Davao City in the Philippines and Medan tourism centres in their respective Cathay Dragon will fly to Medan, the
in Indonesia in October, strengthening the regions and each looks set to play an capital of North Sumatra in Indonesia,
Group’s regional offering. important role in the Belt and Road three times a week with the first flight
The cities are the eighth and ninth new Initiative. As such, both present exciting scheduled for 29 October. Both routes will
destinations announced this year, and opportunities for business and leisure be operated by our Airbus A320 aircraft.
means that four cities in Indonesia and travellers alike.” Medan and Davao City add to the list of
four in the Philippines will now be directly The first flight to Davao City, the main new destinations for Cathay Dragon,
connected to Hong Kong. trade, business and tourism centre of the including an A320 service to Jinan, the
Cathay Pacific Chief Customer and island of Mindanao in the southern capital of mainland China’s Shandong
Commercial Officer Paul Loo said, Philippines, will be on 28 October. The city province, which started in March.

Medan Davao City

Head to Merdeka Walk, It’s 3.5 hours by road to Mount Apo, the
a food market that highest peak in the Philippines, which is
serves local cuisine 2,954 metres above sea level
and specialities
Located on the island of Mindanao, the
More than 14 per cent of the second largest in the archipelago
population in Medan is Chinese
The annual Kadayawan
Some of the world’s last Festival, held in the
remaining Sumatran orangutan third week of August,
inhabit the Gunung Leuser celebrates life, nature and
National Park, 160km from Medan local culture

IT campaign to up awareness
THERE ARE SEVERAL telltale signs that Spam” button in your Outlook, which will
an email is in fact SPAM, and a alert our IT department. Over the years, the
new campaign at Cathay City has volume of phishing emails – which use links
boosted awareness of how to to install malicious software on computers
identify and report SPAM emails. or extract information – has been increasing.
Often SPAM emails come from In 2017 alone, 76 per cent of organisations
an unknown sender and can experienced phishing attacks.
request you to perform a financial “Apart from monetary loss, clicking on these If you see anything suspicious in your email
閱讀繁體 transaction and may include types of emails could lead to system outages inbox, report it to the IT Service Centre via the
中文版 malicious links or attachments. or data leakage which impacts our operations hotline +852 2747 3883 or Live Chat. There
The best way to deal with these and our brand,” said Amanda Bolzan, Head of is also a comprehensive list of IT security tips
阅读简体 emails is to click the “Report as IT Risk and Security. on IntraCX.
中文版
THE JOURNEY MAY-JUN 2018
 COMPANY NEWS 7

Cathay sponsors RISE

CATHAY PACIFIC WILL continue our support of the city’s brightest
young tech talent in July as sponsor of RISE, a start-up investor
conference in Hong Kong. Held at the Hong Kong Convention Centre
from 9-12 July, RISE is set to attract 15,000 people and features
investors and start-ups from 110 countries.
Keynote speakers including Microsoft President Brad Smith (top
left), Tinder founder Sean Rad (top right), Cheetah Mobile Chief
Executive Fu Sheng and our Chief Executive Officer Rupert Hogg.
Our sponsorship of RISE adds to the support given to the tech
community through our annual 24-hour Hackathon, during which
young people have the opportunity to develop tech solutions to

More Asia Miles,

improve the overall passenger experience.
“The Hackathon gives young people the chance to explore their
own ideas and improve their skills,” said Paul Loo, Chief Customer and
Commercial Officer.
better rewards
CATHAY PACIFIC GROUP is making changes to the
Recruitment streamlined Asia Miles reward programme, which will increase
A new system for recruiting the number of miles earned on the vast majority
flight attendants has been of flights and provide better access to redemption
introduced by the Talent bookings. Changes will come into effect from 22
Acquisition – Service Delivery June, 2018.
team, allowing a radical When members fly Cathay Pacific and Cathay
reduction in the time it takes to Dragon, they will earn more Asia Miles on 80 per cent
review candidates. of the airlines’ tickets, including those to popular
HireVue is a digital destinations such as Shanghai, Osaka and London.
interview web platform that The number of seats available for customers to
lets applicants record video redeem will also be increased by 20 per cent or more
answers. Recruiters then efficiently and effectively assess candidates in and customers will enjoy greater flexibility in how
as little as three minutes. they redeem flights, with options to suit individual
“Previously, recruiters would conduct a 10-minute phone interview travel needs and priorities.
with each shortlisted applicant,” said Christy Choi, Talent Acquisition Members will be able to redeem all Economy Class
Manager. tickets with fewer or the same miles. Some flight
“There were times when candidates could not be reached, or the quality awards on premium cabin classes, especially on
of the call was affected. If our team were to assess 100 candidates, this longer routes, will require more miles to redeem.
single change means the total time spent would be reduced from 16 hours All flight awards will be set as one-way so that
to five hours, a significant 68 per cent decrease.” members can fly to and from a destination in different
cabin classes.
The changes demonstrate our commitment to
Happy Birthday, Cathay Dragon! recognising and rewarding loyal customers and are
Cathay Dragon celebrated 33 years in the in response to customer feedback.
skies on 24 May. The airline’s maiden flight Currently, Asia Miles members travelling Economy
was in 1985, from Kai Tak International (in fare class Y, B, H and K) from Hong Kong to
Airport to Kota Kinabalu in Malaysia. Shanghai earn 779 miles. After 22 June, that flight
By 1986, the airline was serving booking will earn 2,000 miles and a First Class
Phuket, Thailand and six cities in flight (in fare class F and A) to London Heathrow
mainland China. will earn members 11,640 miles after the change,
Cathay Dragon, originally Dragonair, previously 8,975. Members will earn miles based
became a wholly owned subsidiary of on a combination of the cabin class, fare class and
Cathay Pacific in 2006. distance zone. A new online flight award booking
Learn more about the Cathay system will also be launched and customers will
Dragon flight deck on page 30. benefit from the more seamless booking experience.
For more information visit asiamiles.com/change
8 COMPANY NEWS

Diverse nationalities

Cathay people represent

74 nationalities

Starting the
Our pilots represent
51 nationalities

conversation:
Our cabin crew represent
31 nationalities

Diversity and
Inclusion
ON WORLD DIVERSITY Day, 21 May, we practices, raise awareness of the two
celebrated the diversity of our people networks, the Women’s Network and the
Join the Fly With Pride
from all walks of life, genders, sexual LGBT+ Network, and agree on activities Launch drinks
orientations, nationalities and religions. and events that Cathay support.
As our business has grown and We’re also making steps to align policies,
become more global, so too has the including the introduction of a Diversity Date: Wednesday 20 June
diversity of our employees – something and Inclusion policy, a review of our Time: 6pm-8pm
we should recognise and not take for anti-discrimination policy, and looking Venue: Sky Terrace bar at the
granted. The different experiences and through the lens of Diversity and Inclusion Airport World Trade Centre, near
perspectives of our diverse community is at other polices across the company. HKIA Terminal 2
what strengthens our airline. It is what Swire has also just appointed a new
makes us the airline we are today. Head of Diversity and Inclusion Everyone is welcome, LGBT+
On World Diversity Day our Chief Development, Olivia Wong. As part of this colleagues and our broader
Executive Officer Rupert Hogg shared an important position for the Swire Group, community
important message about how we are Olivia will take the lead on setting the
taking positive steps towards increasing strategic agenda for Diversity and
the activity, changes and improvements Inclusion across Swire, including the
to many aspects of Diversity and Inclusion alignment of the Swire group’s Diversity belong to the LGBT+ community, and the
at Cathay. and Inclusion vision, goals and initiatives. broader group.
“Both our challenge, and our On the employee networks front, we “With the network, we hope to support
commitment, is to work harder launched the Cathay Women’s Network and build a sense of community among
and do more to ensure that all back in March alongside celebrations of LGBT+ employees and raise awareness of
of our people are included, International Women’s Day. The network’s the challenges that LGBT+ colleagues face,”
respected and valued,” he focus is on igniting conversations on said Kerry Peirse, LGBT+ Network Sponsor
said.
“We know there is much gender diversity, tackling the area of and General Manager IT Infrastructure and
more to do on our Diversity and women in leadership and strengthening Operations.
Inclusion journey and this is just our workplace conditions and policies. “Anyone can get involved and be an ally
閱讀繁體 the start.” The newest network to join our (someone who supports LGBT+ people).
We now have a Diversity and community is the LGBT+ network, Our goal is to make sure everyone feels
中文版 Inclusion committee to (Lesbian, Gay, Bisexual, Transgender and comfortable to be themselves at work. We
champion and set the Diversity other) Fly With Pride. This network exists to don’t want anyone feeling the need to hide
阅读简体 and Inclusion agenda, create build a sense of community, inclusion and their identity. We should all be able to be
中文版 change to policies and support amongst Cathay employees who open about who we are,” Kerry said.

THE JOURNEY MAY-JUN 2018

 PERFORMANCE 9

Small enterprises,
big business
Team SME
Our new Business Plus platform gives small Business Plus Project team

businesses control of their travel and rewards

AS OF DECEMBER 2017, there were more improve in response to feedback from Business Plus is now available in 17
than 330,000 SMEs (small to medium-sized customers and the airlines’ sales teams. markets and was launched in Hong Kong,
enterprises) in Hong Kong, and the number is “Although the parameters for spending to our biggest market, in May this year. By the
growing – fast. move between tiers may vary from territory to end of June, all of our existing 1,172 SMEs
While they may be small individually, territory, it is actually quite an easy will be migrated to the new programme.
collectively these businesses employ close to programme to administer,” says Head of Additionally, and importantly for a city that
1.3 million people in the city. Global Sales Paul Johannes. “Points can be recently hatched its first two “unicorns” –
Across Asia, the SME and start-up sectors accrued throughout the year and there is no start-ups with a valuation of US$1bn –
are booming and airlines, among other annual or quarterly minimum spend, so it Business Plus enables us to have a
service providers, are competing for their provides a lot of flexibility for SME customers.” relationship with companies as they grow.
business. Recognising this trend, we The programme can be accessed online Paul adds: “We are seeing bookings coming
launched a project in late 2016 to develop a and run by nominated people at the SME. faster than average through Business Plus
product tailored to SMEs. The result, Business “Before we’d have to meet and assess the members. We believe there is a big
Plus, was a collaboration between the Global company,” adds Winnie Wong, Global Sales opportunity for Cathay Pacific to capitalise
Sales and IT teams. Development Manager. “Now it’s self- on the SME market, especially in the
Business Plus is a loyalty scheme that administered; you sign up and are instantly Asia-Pacific region.”
offers to SMEs the same kind of “earn and part of the scheme. There is no minimum So far, feedback from the SMEs seems
spend” potential as the Marco Polo Club spend threshold or wait for registration.” positive. Calvin Chao is Director of Luxe Real
(MPO) for individual customers. It’s another Paul says: “The big message is that this is Estate, based in Singapore. “We are a
example of how we are improving the way we a growing market worldwide and Business regional real estate company with a
serve our customers. There are tiers, like Plus is perfect for start-ups doing supplier presence in Singapore, Hong Kong,
MPO, each bringing privileges including or investor trips overseas. It is a very mainland China and Thailand. Travelling has
lounge passes, upgrades and priority efficient way to go after this market been a big part of our business. The
baggage. SMEs can administer their travel because it is a personalised proposition to user-friendly Business Plus portal saves us
planning and spend, as well as prepare the SME. It requires little manpower from us time when we need to book a flight urgently,
reports from the portal. As with many of the because it’s digital but it is personal to you and we get rewarded for using something
current digital transformation projects, and we will give you the benefits you that’s easy to use, and it enables us to
Business Plus is “agile” and will continuously deserve as a company.” generate reports of our team’s past travels.”

Opportunity knocks

330,000+ 1.3 million

SMEs in Hong Kong people
Hong Kong
(Dec 2017)
work in SMEs
SME
50 per cent
of SMEs are linked to the
import and export trade

510,787 1,172
Hong Kong Corporate
Travel Solutions
clients are migrating
閱讀繁體 to Business Plus
中文版
Hong Kong SME journeys View the Cantonese
阅读简体 Business Plus video
with Cathay Pacific in 2017
中文版
10 INDUSTRY NEWS

787
DREAMLIN 787
ER
DREAMLIN 787
ER DREAMLIN
ER 787
DREAMLIN
ER
D

Upstairs, downstairs
Industry exhibition showcases innovative uses of space
for future passenger cabins – including down in the hold

THE ANNUAL AIRCRAFT Interiors Expo, can be loaded and unloaded depending on Night concept is very much aimed at
held each year in April in Hamburg, is a demand. The modules are interlocking, with ultra-premium customers.
supplier showcase for the blue-sky thinking, access between them by a door. This is a First Class cabin solution by
concepts and prototypes that could There are sleeping berths, modelled on Airbus Interiors Services for the A350 and
redefine the passenger experience. Zodiac’s sub-floor crew rest areas as on the A380 that offers two separate areas – a day
This year the future of high-density A380, as well as family relaxation areas and seat by the aircraft window and an
travel and a return to luxurious, long-haul meeting and dining areas. Geoff Pinner, enclosed, sound-insulated night cabin.
travel berths grabbed the headlines, if not Head of Airbus Cabin & Cargo Programme, The day area comprises a premium seat,
necessarily the financial commitment of said: “We have already received very dining table and IFE screen, while the night
the airlines. positive feedback from several airlines on cabin features a real two-metre bed,
Passengers will be excited by the ideas to our first mock-ups. Airlines will initially be storage and another IFE screen.
make long-haul travel more comfortable. At the other end of the market,
Qantas recently started its 17-hour Perth to Aviointeriors revisited its “standing seat”
London non-stop service and had already concept with a new design after an earlier
mooted the idea of sleeping berths and The cabin modules can be incarnation failed to meet regulatory
exercise areas for its ultra-long-haul flights. approval. It features a long, thin back and a
This would be particularly important if loaded and unloaded onto small, sloping saddle-style seat for
manufacturers meet Qantas’ challenge to passengers to perch on. This time it comes
produce an aircraft with the range to fly the aircraft hold in the with extra padding and each “seat” has its
non-stop from Sydney to London. own support in the form of a ceiling and
Qantas CEO Alan Joyce asked an Aviation same way as cargo bins floor-mounted pole.
Club audience recently: “If we’re not carrying Passengers can’t entirely take the weight
freight, could some of the freight areas be able to choose from a catalogue of certified off their feet as they remain planted on the
used as an exercise area? Could they be used solutions by 2020 on A330 for retrofit and cabin floor. The Italian manufacturer claims
for berths for people to sleep in? Is there a line-fit markets.” The company is also that seats will generate 20 per cent more
new class that’s needed on the aircraft?” exploring the idea of sleeper compartments capacity for short-haul aircraft. Whether
Airbus and Zodiac would answer those on the A350. passengers would accept them for lower
questions with an emphatic “yes”. They have While use of these modules might be fares remains uncertain, but for people
an A330 mock-up at Airbus’ Toulouse base, available to passengers from all classes on used to standing on rush-hour trains, it may
showing modules the size of cargo bins that payment of ancillary fees, Airbus’ Day and not seem so outlandish.

OTHER AIRLINES
Lion Air buys to Hong Kong China Southern adds Air Belgium stalls
the MAX Airlines adds to fleet Hong Kong flights
Indonesia’s Lion Air Manila China Southern Airlines The relaunched Air Belgium has
has placed an order Hainan Airlines has taken a delivery of had to postpone its first flight to
for 50 next- Group-owned its first Boeing 787-9 Hong Kong until at least 6 June
generation Boeing Hong Kong to join its 10 existing -8 after apparently failing to secure
737-MAX10 aircraft. Airlines is adding Dreamliners. The longer all the necessary overflight
The big order a daily flight from variant is configured permissions. The airline, which
makes Lion Air the Hong Kong to with 28 Business and flies from Brussels Charleroi
launch customer of Manila using an 269 Economy Class Airport rather the city’s main
the largest of the Airbus A320 seats. The airline has a airport, will operate flights using
737 family. from 1 June. further 19 -9s on order. an Airbus A340.

THE JOURNEY MAY-JUN 2018

 INDUSTRY NEWS 11

787
DREAMLIN 787
ER
DREAMLIN 787
ER DREAMLIN
ER 787
DREAMLIN
ER
PARTNERS
American buys American
American Airlines has cancelled a commitment for 22 Airbus A350 aircraft, which had
been made by its merger partner US Airways. It has instead ordered 47 more Boeing TRENDS
787s which will take its total Dreamliner fleet up to 89 aircraft. The airline said the
decision was in line with its aim to simplify its long-haul fleet to three aircraft types. Look – no hands!
THE LAUNCH OF Tesla’s electric
vehicles with self-driving capabilities
has caught the imagination and hit
BA seeks Mandarin speakers the headlines for those incidents
British Airways is recruiting more when people illegally used the
Mandarin-speaking cabin crew at its autonomous driving option on the
mainland China crew bases. It is open road.
looking for 26 for its Beijing crew base Behind the chain-link fence of the
and 44 in Shanghai. Once recruited, airport, autonomous or
there will be a minimum of four remote-controlled vehicles are
Mandarin-speaking crew on its 17 beginning to make their mark on the
flights a week to China from London. private roads with a series of
The move follows recruitment of launches and trials. Industry body
Mandarin speakers in its Heathrow T5 IATA says it has identified 40 roles for
customer service representatives. driverless vehicles. It will be pleased
with developments in the UK.
At London Heathrow, British
Airways has run a successful trial of
radio-controlled Mototok push-back
Atlantic JV partners go basic vehicles in the place of traditional
British Airways, Finnair and Iberia have joined diesel tugs. The airline is now adding
their Atlantic joint-venture partner American to the pioneer fleet of five so that all
Airlines in offering a basic economy fare on of its short-haul pushback operations
selected routes. The BA fare is being applied will use the zero-emissions electric
to five routes and is hand-baggage only. tugs by the end of the year.
Customers will have seat allocation made for Also at Heathrow, IAG Cargo and
them at check-in. This will offer a saving of Oxbotica have completed a trial of a
up to £60 (HK$640) for a return flight on CargoPod vehicle that operated
certain routes. autonomously along a cargo route on
the inner perimeter of the airfield.
During the trial it collected 200km of
information, and all parties are
Qantas sells catering unit interested in using the technology
Qantas is to sell its more in future.
catering businesses A few miles to the south, Oxbotica
in Sydney, Melbourne, is also involved with a trial, but this
Brisbane and Perth to time running slow-moving
Dnata, Emirates’ aviation autonomous cars to ferry staff
services subsidiary. Under between airside locations at the
the agreement, which is airport.
subject to approval from Gatwick Airport chief information
Australia’s competition officer Cathal Corcoran said: “If this
regulator, Dnata will trial proves successful then we could
閱讀繁體 supply catering to Qantas have an Uber-like service across the
for 10 years. airfield that staff can hail as and when
中文版 they need to travel.”
阅读简体
中文版
 12 OUTPORT NEWS Grand designs
Chhatrapati Shivaji
International Airport
Mumbai

INDIA
Population

India’s stellar
1.3 billion

performance
Exotic fauna
Bengal tiger and
nilgai

Major exports
Our ports in India have had impressive growth both in cargo Refined petroleum
volume and revenue in the first quarter, as Regional Cargo and gems

Manager SAMEA Anand Yedery explains

Languages spoken
Q Tell us about Cathay Pacific’s cargo Q How is cargo performing against the 31 official
operation in India same time last year? 800+ dialects

A We operate from Chennai, Mumbai, A India has been very strong in both
Delhi, Bengaluru, Kolkata and Hyderabad tonnage carried and the revenues achieved.
in India and all ports have freighter and In the first quarter tonnage was also up by a
passenger services. Every one of the double-digit percentage and revenue was Q What is the breakdown of shipments?
ports has contributed double-digit way ahead of target. India’s contribution to
revenue growth in the first quarter. SAMEA’s cargo revenue is the lion’s share. A More than half of the cargo handled
The most significant export trade lane It’s been an exceptional performance. in India is general cargo – products
is to North America, which accounts for Chennai, Mumbai and Delhi each exported shipped without using our specialised
60 per cent of revenue share via our huge tonnages of cargo in the first quarter cargo products. The bulk of this comes in
Hong Kong hub. and import figures were strong too. the form of garments, electronics and
machinery.
We handle a lot of perishable exports,
including chilled meat, crab and fish.
Lined up Entry point ExpertLIFT has been one of the exceptional
Indira Gandhi International Rajiv Gandhi International Airport performers, for outsized goods like cars
Airport Delhi Hyderabad and aircraft engines. PharmaLIFT has also
performed well with high-yielding,
temperature-sensitive containers.
I’d like to congratulate all of our teams.
This is a testing market and they worked
exceptionally hard to get these volumes of
cargo to the aircraft on time as booked.

Anand Yedery
Regional Cargo Manager,
SAMEA

THE JOURNEY MAY-JUN 2018

 OUTPORT NEWS 13

Korea

Korean canola quest

OUR TEAM IN Korea enjoyed a canola flower
Kolkata festival in Busan recently, the biggest
celebration of the canola flower in Korea. Our
people from Busan, Jeju and Seoul all enjoyed a
day in the great outdoors.

Singapore

Day of difference
For the team in Kolkata, a day with residents at a
local missionary was well spent
THE TEAM IN Kolkata visited the Missionaries of Charity recently,
home to 60 people with physical and mental disabilities. The team
decorated the home with balloons, sang some songs and entertained Singapore adds to
the residents with a dance performance.
They then served lunch and the team had a great sense of
awards collection
satisfaction from making the residents smile. A very special thanks to
Craig Fernandes for organising the activity and the additional hours IT HAS BEEN a busy few weeks for the
spent on planning and logistics. Singapore team. They picked up three awards
at the Changi Airline Awards 2018, including
Top 5 Airline and Airline Groups by Passenger
Carriage, Top 5 Airline and Airline Groups by
Cargo Carriage, and Top 5 Airline by Absolute
Cargo Growth.
“It is an honour to be one of the preferred
airlines flying through Singapore. These
achievements would not have been possible
without the hard work of the teams worldwide,”
says Maggie Yeung, General Manager
Southeast Asia.
CEO Rupert Hogg also swung by our new
Singapore lounge and the town office to meet
the team, stopping for a few photos.
Taipei

Promotions in Taipei
THE TAIPEI TEAM hosted a special event for Marco Polo Club members
in April. Area Head Agatha Lee introduced our new destinations of
Brussels, Jinan and Copenhagen and our fleet investment plans for
2018. The day then wrapped up with a dinner.
14 CUSTOMER INSIGHTS

Deliver for the customer

AT THE START of the year we made a number of commitments to put the customer at the
centre of what we do. At this critical part of the transformation programme, words are being
translated into action – and product. We said we would enhance the inflight experience A manufacturer of
and we are introducing a new Economy cabin on our Boeing 777 fleet, which brings
an improved seat, better IFE including bigger HD screens and content, and, ultimately, luxury car seating is the
connectivity. We understood that we needed to improve our food, and we are also
introducing a new Business Class meal service, which uses improved catering to deliver a designer of our 777 seats
restaurant-style dining experience in the sky. Learn more about these below.

Economy changes accommodated in ergonomically designed other airlines made the change gave us
By the end of 2019, state of the art Economy seating. Customers will also have better the opportunity to introduce one of the
seats will have been installed on all 65 of our access to technology with gate-to-gate most advanced and comfortable Economy
Boeing 777-300ER and Boeing 777-300 Wi-Fi on all 777s by the end of 2020. cabins. Recaro is a manufacturer of luxury
regional aircraft, taking our entire fleet up to The new configuration follows suit of car seating for the likes of Lamborghini,
industry leading standards. other airlines including Emirates, China Aston Martin and Porsche and is the
The Economy seat configuration will Airlines and American Airlines, which designer and manufacturer of our new
go from 3-3-3- to 3-4-3, the In Flight introduced a configuration of 10 seats 777 seating.
Entertainment offering will be significantly in a row as long ago as 2012 (Emirates). The new seating also aligns with our
upgraded with larger screens and Our new seats remain wider than the goal of growing capacity by 4-5 per cent
high definition modules on -300ERs Economy seating on all of these airlines. each year, at a time when Hong Kong
and all Economy passengers will be Installing the new seating years after International Airport (HKIA) is significantly

Seat features

Ergonomically designed
seats with customised
thick cushioning

New leather headrest

provides additional head
and neck support

Additional cup
holder separate
to the tray table

Anti-slip AC 110V power outlet

tablet shelf

Meanwhile in Business...
THE WAY WE serve our customers in be plated in the galleys and taken to Ed adds: “The change comes
Business is set to change. CEO Rupert customers individually, rather than in response to feedback from our
Hogg says: “With increased competition entrées being heated and served in the customers. They told us they wanted
and changing customer expectations, same dish and delivered from a trolley. to see an improvement in food quality,
it’s time to evolve to ensure we offer But what’s really important is better presentation, more choice and
an experience that meets and exceeds how the food service is conducted. more personalisation of service.”
those expectations.” General Manager Inflight Service The roll-out of the new service will
The new Business service puts Delivery Ed Higgs says: “The focus be gradual, starting in July with flights
Cathay Pacific’s heartfelt service at will be more on the interactions cabin to and from Chicago, and by the end of
its centre. crew have with customers during the year it will be offered on 12 routes.
There will be a change to a the service and the memorable Learn more about the new service
“restaurant-style” service – food will experiences that come from those.” training for cabin crew on page 24.

THE JOURNEY MAY-JUN 2018

 CUSTOMER INSIGHTS 15

slot constrained. HKIA will have a third

runway by 2024, but in the six years between
now and then, our new seating gives us
What’s hot in social
greater capacity. How fans and followers engaged with our airlines
Aircraft with four classes (777-300ER, 77A) through social in March
will have an additional 19 seats, with capacity
for 201 in Economy, aircraft with three classes This Instagram post from @cathaypacific, featuring a fan’s photo of a Cathay
(777-300ER, 77K) will have an additional 28 Dragon flight landing in Thailand, got more than 8,700 likes. It inspired followers
seats with capacity for 296 in Economy and to share their favourite plane spotting locations, including Chequerboard Hill to
aircraft with two classes (Regional 777- 300, observe Kai Tak airport when it was operating, rooftop cafes in Ho Chi Minh City
77P) will have an additional 40 seats and a and Brest Bretagne Airport in France.
total capacity of 396 in Economy.
Our new In Flight Entertainment system
will also up the ante, with a larger selection of Cathay Pacific 17 April, 2018
content available to our customers month-to-
month, showcased on high definition screens cathaypacific Perfect weather to visit the
(see details below). The size of the personal beach. Thanks to @yoeozar for snapping
screens will be increased from nine inches to our A330 over stunning Nai Yang Beach!
11.6 inches in the 777-300ER. Where’s the best plane-spotting site
The first 777-300ER was updated in April you’ve ever been to?
and has already taken to the skies. We aim to 在晴朗的一天出發，多謝 @yoeozar 快拍
have 25 aircraft retrofitted by the end of 2018 我們的A330客機在布吉奈陽海灘享受日
and will complete the retrofit project by the 光浴的豔照。你又到過哪裏看飛機起飛？
end of 2019. : @yoeozar #lifewelltravelled

8,700
#cathaydragon #aviation #avigeek
#airbus #aviationgeek #aviationnation
#aviationpic #aviationphoto
#aviationworld #a330 #國泰港龍

95.5%
95.5% of the engagement with our Facebook
posts in March was positive – likes and emoji
The Boeing 777-300ER reactions. 3.63% of engagement was neutral and
fleet will have 11.6 inch 0.86% was negative.
high definition IFE monitors
with amenity stowage area

Cathay Pacific 5 March, 2018

USB port with higher
charging power
How do you feel about the Oscars winners?
Congratulations to The Shape of Water and
the many fantastic performances that swept
up the Academy Awards. All of our
passengers can now enjoy this Best Picture
film plus more winners — including The
Darkest Hour; Three Billboards Outside
Ebbing, Missouri and Call Me By Your Name.

Artwork © 2017 Twentieth Century Fox Film

Corporation. All rights reserved.

Our most liked Facebook post

1.3K
in March was about the Oscar
nominated films screened on the
IFE, leading up to the Academy
Awards. It got 1,300 likes.

In March, one of the highest trending topics on Facebook

was the agreement to introduce trousers to the female
cabin crew uniform.
AY 16 THE BIG STORY / Crew Management Programme

8
FEB
3 MA
JUL
17
14 JAN
Calendar update 19
Slowly but surely a new system is changing
how our cabin and cockpit crews are rostered
ROSTERING IS COMPLEX. It’s not simply supports the modernisation of our business
about allocating cockpit and cabin crew to and will help transform the way we work. It
certain aircraft on certain days. There are actively supports our overall strategy by
many considerations to factor in, including not only helping us to work smarter and It’s important that CMP
the hours they are allowed to work, minimum streamline processes, but will also improve
rest periods between flights, and many crew satisfaction. It is really important has a positive impact
other statutory and company rules and that CMP has a positive impact on the on the experiences of
requirements, and lifestyle preferences. experiences of our crew by enhancing roster
The Crew Management Programme stability and, in time, giving them greater our crew by giving them
(CMP) team has been working to introduce control of their rosters.”
new systems and processes that will James Evans, General Manager of the greater control
allow our airlines to better manage flight Crew Management Programme, joined
combinations, or “pairings”, and improve the programme last July and has been This need led the airline to select
rostering overall. Like many of the overseeing the design and implementation Jeppesen as supplier of a new crew
transformation initiatives, the new of the new system: “It’s been accepted management system three years ago. The
CMP system is data-driven and for some time that we need to modernise selection process was a collaborative one,
introduces new ways of working to our rostering system and we’re excited to involving the Associations and Cabin Crew
help improve efficiency. be bringing Jeppesen’s Crew Pairing and Unions. Jeppesen is a Boeing company and
Looking further ahead, an Rostering systems in house,” he says. supplies the roster systems for around a
industry leading rostering system The difficulty is to automate the very third of the world’s crew.
閱讀繁體 will – ultimately – enable crew to complex way crew are currently rostered At the heart of the Jeppesen system are
中文版 have greater control over their flights, a system that has grown organically sophisticated algorithms that take our rules
rosters. Expectations are high. over the years as our airlines have grown and and information, such as flight schedules
Director of Flight Operations as technologies have changed. It’s time to and crew availability, to generate the most
阅读简体
Anna Thompson says: “CMP modernise our systems further. efficient flight combinations or “pairings’”.
中文版

CMP timeline
1 December 1 February 7 February 1 August
KA Flight Ops (FOPs) CX 747 FOPs Jeppesen Crew Rostering CX 747 FOPs in-house
Jeppesen Crew Pairings Jeppesen Crew Pairings final design stage commences Jeppesen Crew Pairings go
created externally created externally live

2017 2018
THE JOURNEY MAY-JUN 2018
 Crew Management Programme / THE BIG STORY 17

The CMP team is currently working on

the first phase of the programme, which
is implementing a new pairings system,
Jeppesen Crew Pairings (JCP). A pairing,
at the most basic level, is a trip that takes
crew from their base and returns them back
to their base.
James adds: “Pairings are very much the

AR
building blocks of rosters. We are looking to
improve roster stability by providing robust

7
pairings, that is to say, pairings that do not
need to be broken at the rostering stage or As well as providing efficient pairings, the made changes to “tail-to-tail” connection
during the day of operations”. JCP system enables the team to monitor times – where crew need to change from
On receiving the new pairings, the Crew and analyse them. Combined with feedback one aircraft to another – in Hong Kong for
Resources team creates the rosters for the from line pilots, this analysis will offer insights certain mainland China trips. The system’s
entire crew population, incorporating other to help the business make better decisions. rules were changed from 60 minutes to 90
elements such as required and requested James adds: “CMP is helping to boost our minutes to factor in “real life” disruptions.
leave. After completion of the pairings analytical capabilities and give our teams And following feedback from pilots, the JCP
phase the programme will be focusing on a clearer view on where we can be more system no longer allows certain trips to India
introducing Jeppesen’s Crew Rostering efficient. We’ve started on this journey and for cargo crew.
(JCR) system, which will give options to bid there is a long way to go.” James says: “We sometimes hear that
for lifestyle preferences, such as time off, CMP is a multi-year transformation there is an impression that the CMP team
buddy-flying and specific destinations. There programme that, by design, is very much doesn’t fully appreciate the impact of the
is a lot of work that needs to be done before a work in progress, built to be improved pairings produced by the system. We
we move from the pairing phase of the month-to-month. CMP is currently tuning see pilots as one of our customers and
programme to the rostering phase, including the system by taking invaluable feedback so we really do value the feedback we
the need for approval of the business case. from the line each month. receive. We may not get everything right
Cathay Dragon pilots have been flying For example, in response to a recent pulse from day one but it’s important that we
rosters built with the optimised pairings check with Cathay Dragon pilots, the team listen and adapt.”
since December, and Cathay Pacific 747
pilots have been flying the optimised pairings
since February. Starting implementation
with these two groups covers a spectrum Pilot perspective
of challenges. Cathay Dragon pilots are all
based in Hong Kong, whereas freighter pilots “I HAVE BEEN working closely with the productivity in the world is worthless if the
are drawn from multiple bases, have multi- CMP team since October 2017, as one pairings are not robust and achievable.
stop trips and, due to the nature of the cargo of the two Hong Kong Aircrew Officers For the 747 fleet in particular it’s been
business, can experience many last-minute Association (AOA) reps. I’ve been asked a tough learning curve, not without a few
schedule changes. many times “why do we bother?” While at hurdles. Even minor changes have had
James adds: “We understand that crew times it has been a slow and frustrating unforeseen consequences and it takes
want stability and greater certainty over their process, I believe CMP can deliver its time to work through what the system
rosters. The greater the predictability and objectives to both pilots and the airlines. has produced and why. This is all part of
stability, the better. Stability is one of the Although pilots and the CMP team can the tuning process.
core goals of CMP.” sometimes speak a different language, I We are seeing an improvement in
While it’s early days, the feedback CMP can assure you there are some incredibly some trips, although we are still looking
is receiving from crew that have been flying clever people within the CMP team to better manage fatigue issues. Crew
the new pairings is that while the pairings are and I believe our goals are mutually feedback is invaluable.”
generally more efficient, some have been compatible – CMP is the future. It will
more tiring for pilots. The new pairings are a enable pilots to better manage their
work in progress, as the JCP system is built lifestyles, while increasing efficiency and
to be tuned each month, and, James says: productivity. We all need to understand it. Anthony Fesche
“We are now working on some mitigations for The Jeppesen system is vastly Captain, Boeing 747
trips that we have been receiving feedback complex and has been producing trips
on and monitoring. We rely on crew feedback that we have never seen before but all the
to get this right.”

Q4 Q4 Q4 1 December 1 February
CX FOPs 777 CX Airbus FOPs Jeppesen Jeppesen Crew Rostering KA FOPs Jeppesen CX and KA cabin crew
Jeppesen Crew Crew Pairings go live implementation phase Crew Pairings go live Jeppesen Crew Pairings
Pairings go live go live

2018 2019
18 STRATEGY / New Europe routes

In Europe we trust
Cathay Pacific started flying to three new
European destinations this year. We find out why

“THIS NEW SERVICE will help foster the destinations that aren’t served from Hong business and revenue streams. Obvious
growing trade, tourism, education and Kong boosts the city’s status as Asia’s they may be, but how do we build the
cultural links between Ireland, Hong Kong, largest international hub and enables us to business in these cities? When it comes to
‘Asia’s World City’, and the rest of [mainland] capture new and important sources of Dublin, General Manager Europe James
China,” Ireland’s Tourism Minister Shane revenue,” says CEO Rupert Hogg. Ginns explains that with the Airbus
Ross said of the news of a direct flight “These are all fantastic destinations and A350-900 we are well placed to harness
between Dublin and Hong Kong. attract business and leisure travellers from cargo opportunities.
He was quoted by the Irish Independent, “We are in a very good position to
the country’s most read newspaper, in one capture the import and export market with
of many media grabs in the lead up to our ample belly space in the A350 to carry all
inaugural flight on 2 June. We are well positioned kinds of cargo from Ireland to Asia and
The story pointed to the estimated beyond,” he says.
“4,000 Irish people living in Hong Kong” and to capture the import The UK team hosted a business
noted that “trade between Ireland and conference in Dublin in April, Routes to
China [is] now worth more than and export market with Growth, to bolster interest in the new
€8bn per annum.” direct trade route – more than 450
The excitement on the Emerald
ample belly space in the businesses who trade or are thinking
Isle for Cathay Pacific’s direct A350 about trading with East Asia attended.
service followed the fanfare Our technical cargo capabilities for
surrounding our two other new transporting temperature and
閱讀繁體 European routes – a seasonal the world over. We listened to our customers’ time-sensitive cargo were highlighted, to
service to Copenhagen started demands for more options and greater appeal to some of the biggest markets
中文版 on 2 May, and direct flights to flexibility and have responded by building in Ireland.
Brussels started on 25 March. direct air links with these great cities.” Cargo Manager UK and Ireland
阅读简体 Why these three cities? To make these new routes a success, Andrew Roe adds: “One of the biggest
中文版 “Growing our reach to new the focus is on optimising the cargo, opportunities with cargo out of Dublin is in

SKY HIGH ECONOMICS

The Airbus A350-900 operates the nimble and try new markets. Speed to
Brussels, Copenhagen and Dublin market is a critical element in
routes. The Planning team explains the launching new routes like these.
strategy behind the choice of aircraft “The market’s and customers’
for the new destinations. behaviour could change within a short
“The A350 enables us to operate a timeframe and we need to respond
smaller, long haul capacity with better quickly,” says Jasmine.
per-trip economics than the Boeing All three routes were announced in
777,” says Head of Passenger August 2017 and Brussels started
Network Jasmine Hui. flying seven months later in March,
The A350 is more fuel efficient and Copenhagen started flying in May, and
using this aircraft means we can be the Dublin service launched in June.

THE JOURNEY MAY-JUN 2018

 New Europe routes / STRATEGY 19

carrying pharmaceuticals and fresh flights between the Danish thoroughfare, though. “The city is also
produce such as seafood and dairy. capital and Hong Kong. Both cities have a being marketed as a great destination in
“China has a high demand for Irish milk strong profile in Hong Kong and the wider its own right, given the diverse nature of
powder formula, and we are already region and were chosen because outdoor activities, nightlife, culture and
carrying a lot of contact lenses passengers want direct connections to food,” James says.
manufactured in Ireland.” them from Hong Kong. “Our objective is to showcase the many
The focus for building the cargo business For Dublin, the strategy for leisure travel different facets of the city, and that Cathay
out of Brussels is also on pharmaceuticals is partly influenced by the demand for the Pacific is the best choice there is to get
and Copenhagen is a gateway for the “Kangaroo Route”. “Australia is a popular from Dublin to Hong Kong.”
Nordic region’s seafood exports. destination with Irish travellers and Hong So, how is this strategy turning out in
The cargo revenue stream is critical in Kong benefits from its geographical bookings? So far, so good.
making the new Europe routes viable and location as a natural stop between Europe “The load factor in both directions is looking
some routes would not work without the and Australia,” says James. healthy and encouraging,” says James.
additional cargo contribution. “We anticipate our Dublin to Hong Kong “Our long term goal is to launch a
When it comes to leisure travel, the new service will be a highly popular choice with sustainable service and see it porgress into
routes have slightly different strategies. customers. It is well timed to catch the early a daily flight. Our role is to position Cathay
Brussels is a four-times-weekly service, morning wave of onwards departures to Pacific as the premium airline and the only
and Copenhagen is a seasonal service, more than 80 destinations in the Asia non-stop flight into Asia with a good
flying three-times-weekly between 2 May Pacific region.” schedule to maximise the business day and
and 26 October, offering the only direct Hong Kong isn’t just being marketed as a onward transit,” James says.

COUNTDOWN TO LAUNCH
How we’ve celebrated Dublin to Hong Kong

25
APR
2
MAY
31
MAY
31
MAY
2
JUN

We will support
Enterprise Ireland and
InvestHK to host an
In association with in-depth version of the
Enterprise Ireland we We hosted an event Routes to Growth Our launch reception
hosted our signature for more than 150 conference for two of and gala dinner at the
business conference lifestyle media and Ireland’s most historic Dublin Castle At the boarding gate
Routes to Growth at the local travel trade important sectors – will thank key of the first flight, a
Aviva Stadium. More to stimulate appetite fintech and aircraft government officials, gate ceremony will
than 450 businesses for travel to Hong leasing. Senior agencies, be held for
and entrepreneurs Kong as a destination, government organisations and passengers, with
attended the seminar, and showcase our representatives and trade stakeholders for refreshments, a lion
panel discussions and brand promise of a industry leaders will their support in dance performance
networking sessions. Life Well Travelled. attend the event. launching the route. and goodie bags.
20 FEATURE / Airbus A350-1000

Homeward
bound The first Airbus A350-1000 is about to arrive in
Hong Kong. PHIL HEARD speaks to some of the team
involved to find out how it differs from the –900

IN JUNE WE will receive our first Airbus we learned from the -900,” says Dave Teams at the Hong Kong International
A350-1000. She’s certainly bigger and, in Howgego, Head of Fleet Programmes. “A Airport (HKIA) and our outports check the
some respects, better than her smaller huge amount of work has gone in and the parking marks on the tarmac at gates,
sister, the A350-900. “The -1000 takes quality is much higher.” ensure ground equipment is in place and
more further,” as Paul Barwell, Head of The -1000 is also a different “type” and that the correct paperwork and
Fleet and Passenger Scheduling, says. the planning, ordering, specifying, permissions are on file. Outports need
As you’d expect from two members of inspecting and certification processes are stocks of components for maintenance
the same family, they have many just as detailed as they were for the -900. and, crucially, pilots need to be ready to
characteristics in common, including fly the aircraft.
looks, with their distinctive “raccoon” Lead Fleet Programmes Engineer
eyes. In fact, up to 90 per cent of all the Stanley Lai says: “We have to make the
part numbers in the -900 are replicated in
There were many lessons business comply with the regulations
the -1000. from the -900 process that a new aircraft demands. That
The difference between the two is more includes ensuring that flight crew and
than a simple stretch, though. Some of the reflected in the big plane engineers complete an online training
parts that aren’t shared are very programme on the differences between
significant – new engines, rear “It’s a new type certificate, it’s the first the -900 and -1000.”
undercarriage and Economy time the -1000 has flown in Hong Kong His colleague Simmy Fung, Lead Fleet
Class seats (see overleaf). and the first time it appears in the Hong Programmes Engineer, coordinated with
There were many lessons for Kong register,” says Dave. departments across the company to
the airline and the manufacturer The aircraft must meet our requirements, identify and specify the cabin options.
during the A350-900 process and preparations must also be made to The result has been changes to the cabin
that are reflected in its bigger ensure that the airports the -1000 will fly to from the early -900s, including different
閱讀繁體 sister and the -900s yet to be are ready. It’s a complex process, four or latches and baggage bins, a more robust
delivered. five years in scope and it involves just Business Class seat, plus more
中文版 “We are taking in all the things about every department in the business. specialised requests like the new handle

阅读简体
中文版 THE JOURNEY MAY-JUN 2018
 Dennis Lam
Manager of the Integrated
Operations Centre Airbus A350-1000 / FEATURE 21

In the hangar
Airbus Onsite Managers
Clive Montgomery (left)
and Trevor Broeders (right)

country – the wings are made in the UK,

the fuselage in France and Germany and Why the -1000?
the tail in Spain. Trevor and Clive travelled
the continent inspecting those parts in When we signed the original order for
their skeletal form, and then again when A350s in 2010, the -1000 was not an option.
the parts were equipped with avionics or Its appearance on the drawing board led
other components. After certification on Cathay Pacific to amend our order in 2012,
the final assembly line (“the FAL”) all parts and we became the first airline to commit to
are flown to Toulouse. the -1000 by swapping out some -900s for
“We inspect those parts, and when the new aircraft. Some of those options
they arrive in Toulouse for assembly we have been converted back to -900s as
Dennis Lam
Manager of the Integrated follow the aircraft through all the way to requirements again changed.
Operations Centre delivery,” says Trevor. Head of Fleet and Passenger Scheduling
Clive adds: “We do a number of major Paul Barwell says: “You are looking for an
checks after the plane is manufactured. aircraft that fulfils the mission requirements
Final cabin, which is long and detailed for that you have – where you are going to fly to
compliance, condition and quality and and what capabilities you need in terms of
grips in the rear galley for crew. then the paint inspection.” size and range.”
While crew feedback on the -900 has Prior to the delivery process, Cathay The -1000 has an ability to “upgauge” –
been important for the -1000 design, Pacific flight test pilots perform a test of add more capacity – to some of the “longer
some items, like the configuration of the handling and systems. “For the final and thinner” routes that the Airbus
galley, were defined well before the -900 delivery inspection we will have quite a A350-900 has pioneered. The -1000 also
started operations. sizeable team coming out from Hong has a future role for wholly new routes such
“We have tried to change as much as Kong, including flight test and a as Washington DC. “It’s there to give better
possible at this late stage, such as the representative from the Hong Kong Civil operating economics on those routes
handgrips,” says Simmy. Aviation Department to see that where we’re currently operating Boeing
She will be part of the 15-strong team compliance is correct, plus a team from 777s,” adds Paul. “Over time, it will start
for the final delivery check, which Airbus Engineering to see that the cabin meets replacing 777s on some long-haul routes.”
Onsite Manager Clive Montgomery says our quality requirements.” Although the -1000 is only fitted with
is an opportunity for final checks before The aircraft is then held at the delivery three cabin classes, routes with a premium
payment. centre for around 10 days, depending on load will continue to be served by four-class
He is one of two Airbus Onsite what work needs to be carried out as a 777s with a First Class cabin, until they too
Managers based in Toulouse. From 2013 result of the painstaking inspection. are replaced with the new Boeing 777-9
to 2016, Clive was working in the “Airline Only then can the aircraft be released from the early 2020s.
Office” with other Airbus customers as for the flight home to Hong Kong. But
manufacturing started, to ensure that there is no respite for our onsite team.
airlines got the aircraft they wanted. When Clive says: “We’d like to say we’d be
the office closed he moved across to the sunning ourselves on the beach in the
Build and Delivery department to help his south of France, but when the first one
colleague Trevor Broeders with orders goes, we will have three weeks until the
and deliveries of A330s and A350s. second. In fact, there will be a more or less
Like all Airbus airliners, the -1000 is a continuous stream of -1000s this year,
composite with parts from more than one with one or two aircraft each month.”
22 FEATURE / Airbus A350-1000

A350-1000 Business
There are 46 Business Class
seats – up from 38 on the
Here’s how the slick features of our new -900. The front section is
where the added fuselage
aircraft differ from those on the -900 length is, and the cabin is
integrated between Door 1
and Door 2 instead of being
split into two. Seats
incorporate all the
Passengers modifications and robust
There are 334 seats in
parts from the modified seats
total, compared to 280 on
on the -900
the -900

Landing gear
The additional weight
means that the -1000
has two six-wheel
bogies (as with the
Boeing 777), which
reduces pressure on
airport paving

Rolls-Royce Trent XWB

The XWB-97 engines each offer
97,000lb of thrust which is 13,000
more than on the -900. This
increases maximum take-off
weight to 308 tonnes, from 280

Airbus A350-1000 timeline

Cathay Pacific and December February May
Airbus sign purchase Cathay cabin Final assembly line Aircraft contractual
agreement layout finalised readied in Toulouse definition freeze

2010 2015 20
2011-2014
THE JOURNEY MAY-JUN 2018
 Airbus A350-1000 / FEATURE 23

Premium Economy Economy

There are 32 seats in The Economy cabin
Premium Economy, in a 2-4-2 features 256 seats (up
arrangement, four more than from 214), in a 3-3-3
the -900 format. In a difference to
the -900, the seats on
the -1000 are made by
HAECO

Wingspan
64.75 metres as on
the -900, but with an
extended trailing edge
to allow low approach
speeds

Cargo
There are 14 full cargo
pallet spaces, three more
than on the -900

November August February May June

First flight with test Start of aircraft Cathay team carry out Test flight for First Cathay
aircraft (Airbus) assembly in Toulouse first cabin inspection first Cathay aircraft aircraft delivered

16 2017 2018
24 FEATURE / The Learning Academy

Learning
upgraded
A new name, a new philosophy and a new way of training our people – 20,000 this year.
PHIL HEARD gets the lowdown on The Learning Academy

THE ORGANISATION THAT trains and While computer-based training was once centric in that it puts the emphasis on the
develops our employees has unified and exotic, it is now perfectly normal to go on individual and corporate needs, as well as
nine legacy training departments across YouTube for guidance on anything from the ethos that CEO Rupert Hogg alluded
our airlines have become The Learning tonight’s dinner recipe to complex to in his interview in the January-February
Academy (TLA). academic subjects. People are getting issue of The Journey. “It would be good to
The name is new and so is the used to learning as and when they like, switch the emphasis… to a system in
philosophy. General Manager Learning and one of the reasons The Learning Academy which our people feel empowered to use
Organisation Development Nick Deal says: uses a mix of classroom and individual their judgement and where they are
“Training is something that is done to you, digital resources, known as “blended supported when they do so,” he said.
while learning is more self-motivated; you learning”. This is happening already with However, that does not mean a change
take responsibility for learning while we the new Business Class service training to the high standards around safety and
give you the inspiration, context and tools – see opposite. service. Elaine Champion is Head of
you need to be able to do that.” The approach is also a recognition Learning, Customer Experience, and in
“Inspiration and context ideally come that all people are different and one size charge of delivering learning to the airline’s
from business leaders attending or being a does not fit all. Nick says: “Some people frontline people be they at the airport, in a
part of the courses. Great design and like to do all the reading before they call centre, Cargo Services or on board.
talented trainers aren’t enough,” he says. come on a programme, while others like “Our standards set a high bar and that is
“We need our people to understand ‘the to turn up, do lots of activities and enjoy not going to change,” she says. “It’s critical
why’ – how their learning fits in to our experiential learning.” in a business that has to deal with so much
strategy and how these skills will help them He adds: “It’s about treating people like detailed regulatory issues and increasingly
in their job and their career. Having an adults and letting them set their own pace sophisticated customer needs.”
internal TLA team really helps in this regard.” and learn in their own style. Our vision is What will change is how people learn.
The reorganised team means that that each employee or learner is getting Rather than big training courses where
trainers are managed as one, which will the learning they need when they need it.” trainers deliver a huge amount of
make training quality consistent rather This approach maintains the ethos of information to trainees before sending
than the responsibility of multiple the transformation programme. As well as them back out into the business, there will
departments. There are more resources the use of technology, it’s customer- be a greater reliance on where people learn
that can be shared between both airlines,
which will also uplift quality. The move
towards developing a high performance
culture starts here. And, as with the other
parts of the transformation programme,
there is a digital element to this.
Technology is changing the way
that people learn and it is
ingrained in the new approach.

閱讀繁體
中文版

阅读简体
中文版 THE JOURNEY MAY-JUN 2018
 The Learning Academy / FEATURE 25

the most – their place of work. “One of Freedom reigns

our big beliefs is learning is not a
one-time, boxed-up thing,” says Elaine. There’s a certain freedom going on in a
“We used to frontload all of our training. training room in Cathay Dragon House.
You come in and we do extended A group of cabin crew of all grades are
training to you and then we’d see you watching with interest as trainers work
again in a few years, if not more. Now through the elements of the service routine
while courses may be shorter, learning in the new Business meal service. There’s
itself is a longer ongoing process. engagement, discussion, laughter. And,
“We’ve shortened the courses for our after debate about whether cheese or
Airports people because there is so dessert should be served first, a new Elaine Champion
message too: “Both – this is about Head of Learning,
hospitality, there is no right or wrong.” Customer Experience
This will be news for crew brought up
It’s about treating people on previous service routines which were experience interaction,” she says, “and then
very focused on tasks and procedures, suggest a few ways crew might do this, but
like adults and letting and which crew have been assessed on. get them to bring their own personality to
Head of Learning Customer Experience, bear so we can explore it together.”
them set their own pace Elaine Champion says: “The new Back on the course, it’s time for tips on
Business meal service is a big shift to plating the food. In the new Business
much information they can get from customer-centricity.” Class meal service, food is taken out in
such an interactive job. They’ve taken The focus is on hospitality, rather than restaurant style, that means crew will be
some of our resources and they are sevice. Elaine says: “Hospitality is about the plating the food themselves in the galley,
doing on-the-job coaching instead of person and the experience that we can adding their own creativity to the make
being in the classroom because you create for them. It’s not simply about dishes more visually appealing than was
learn so much from actual customers – delivering on a series of tasks.” possible using the existing cook-and-
it’s like learning to drive.” While strict standards remain in place, serve-in-the-dish product.
It’s a good analogy. While there is the service is now based (and will be Basic plating principles are provided, and
theory to absorb, only the most gifted assessed) on the quality of interactions will be available in the course’s online
driver would be able to pass their test with customers. “This two-day training manual that all crew can refer to, but as
the first time they stepped into a car. course is much more about instilling a Learning Manager, Customer Experience
“Now if you are going to become a sense of confidence and pride about the Inflight Deborah Leung says: “Everyone’s
Flight Purser, a galley operator brand and the service and crew style is different.” And so it proves as the
inflight, we’ll give you three months of themselves, which contribute to making a trainees group up to race to plate three of
preparation work before your great customer experience.” the new Business main courses in just a
classroom sessions where you That means less obsession about how minute for each.
shadow a Purser with a checklist of many millimetres the napkin is from the As before there is an excited hubbub and
things you need to watch out for and cutlery, and more about gauging what each debate. Deborah says: “These courses
ask questions about,” says Elaine. customer wants and responds to, with more have a bit more energy, there used to be
“You need to find an opportunity to eye contact, more interaction, more of what more structure, now there is more
learn on every flight, so you take Elaine describes as “being in the moment” exploration, discussion and participation.”
active engagement in your through imagining each customer to be a And as Purser Jenny Shen says: “It is
own learning.” personal guest. making us feel more empowered to make
Social learning will “We don’t obsess over detail. We say this decisions on the aircraft about individual
take time to is the outcome we want in this customer people and situations.”
embed, as will
 26 FEATURE / The Learning Academy

The Learning Academy

The Learning Academy is reflecting the
cultural shift from rules-based service
delivery to trust-based service on board
with an equally customer-centric way of
ours. It will help us to develop and delivering learning to the business.
maintain a high performance culture
– one that embraces the changes so
essential to execute a transformation.”
Adapting to this new way of learning
is not something that The Learning
Nick Deal Academy can do in isolation. If it takes
General Manager a village to raise a child, it takes an
Learning and Organisation airline to raise a new generation of
Development people with the right skills to achieve
the company’s strategic objectives.
Elaine says: “We need the support
fostering a new way of learning to go hand of our frontline colleagues. People
in hand in with classroom training, it coming out of training are still learning.
should also encourage better rapport We want to foster a culture of support
between colleagues at different stages of for those still learning the ropes. It
shouldn’t be seen as a burden but
rather an opportunity to coach and
We need the support of develop people. After all, we have all
been there ourselves at one point.”
our frontline colleagues This year, The Learning Academy will
attend to the learning needs of more
their career, and instil more pride. Nick than 20,000 learners and has already From...
says: “We believe that the blended started the new Business Class training
approach of traditional classroom for 10,500 cabin crew. The team are in • Heavy focus on policies and procedures
learning, self-accessed online learning place, the resources are there, all our • Long, intense training courses with big
and social-collaborative learning is what is people need to bring is an eagerness to year gaps
required for a world class airline such as learn, to participate and share. • Rigid assessment and training

About the TLA

In numbers

• About 2,000 To...

participants per month • 65 training rooms – including • Focus on interpersonal skills to enable
• 300 training days per month classrooms, computer training positive customer experiences
rooms, plus aircraft and boarding • Continuous learning pre-course, in the
• 37 full-time trainers gate mock-ups for effective classroom and post-course
• Learning focuses on empowerment to
practical training
• 100 part-time trainers encourage continuous learning and
(including Inflight Service Delivery • 92% of participants this development
• Inspiring active learning
line trainers, coaches, and year rated programmes as • Instil confidence and pride through
Hong Kong International “Very good” or “Good” holistic evaluation rather than tick-box
Airport line trainers) exercises

THE JOURNEY MAY-JUN 2018

 OUTPORT NEWS 27

People
Keep us up to date with
your achievements – email
peoplecomms@cathaypacific.com

Fragrant harvest
WHEN GLOBAL SALES Marketing
Executive Zabina Leung toured a tea
plantation in Hangzhou, mainland China,
with our tea partner JING, she noticed how
passionate the locals are about tea.
“Almost everyone carried a bottle filled
with Longjing tea everywhere they went,”
she said.
Zabina won the private tour of the tea
garden, hosted by JING, in a competition
promoted in the January/February issue of
The Journey. She said the trip showed her
how much work goes into each cup of tea.
“Every single step in the process requires
years of experience, from finding the best
soil to roasting the tea leaves at just the
right temperature,” Zabina said.

Check out our competition to win return flights

and a three-night stay in Dublin, our newest
European destination, on page 38
28 BEHIND THE SCENES / HKIA Ground Team

Now boarding
EMILY MORGAN spends a day with the
Hong Kong International Airport ground team
and finds the job of customer service never ends

NO TWO DAYS are ever quite the same for console to play a pre-recorded will wait for connecting passengers.
the Cathay Pacific ground team at Hong announcement that boarding has Norraine’s expertise is evident in her swift
Kong International Airport (HKIA). The sheer commenced. Her team of four Customer multi-tasking. Time management, problem
number of people transiting through HKIA Service Officers (CSOs) prepare to check solving and communication are all critical, as
make it interesting enough – in the first passports and visas, scan boarding passes, well as adaptability – every day the ground
three months of this year the airport assist passengers with queries and search the team work with different colleagues and new
handled 18.3 million passengers and nearby area for any missing passengers circumstances.
104,545 flights. before the gate closes. CX520 gets delayed by 15 minutes
On this particular Friday in early May, there Today there are none to find. This because of an unrelated technical matter and
are 130 Cathay Pacific flights scheduled to departure is smooth, and all are aboard boarding will now commence at 10.15, instead
depart and arrive, and thousands of within 15 minutes. of 10am. The Mumbai connection passengers
passengers and their bags to manoeuvre from Back in the office, Norraine files the report have unknowingly been given some extra time.
check-in to the right gate. on CX548, and gathers the information she Up at Gate 2, where CX520 will depart
Each day, between 800 and 1,000 people needs for the next departure – CX520 also to from, Norraine walks down the bridge and
from the 1,600-strong ground team are on Tokyo, but Narita this time, which departs at onto the aircraft to perform her Service
shift to run landside (before immigration) and 10.30. She checks the number of passengers Leader role in the “triangle handshake”, with
airside (post-security). the Inflight Service Manager (ISM) and the
They are the face of customer service at Turnaround Coordinator (TCO) prior to
the airport and are by nature cool, calm and boarding. She hands over the passenger
collected, finding solutions for issues arising We carry a sign and information to the ISM and the deal is done.
from circumstances out of their control – Five minutes from boarding, some of the
typhoons, technical delays and missed flights. we look for passengers CSOs begins to check the documentation
of the 360 passengers. One of the most
Airside who are running vital roles of the team is to check passports
At 7.30am Service Leader Norraine Cheung against boarding passes, especially for
starts her shift by checking her schedule in in wheelchairs, infants and passengers who those passengers without checked
the office. This is mission control. Teams are need a visa check before they board. baggage and who didn’t report to the
briefed on any potential challenges ahead; the She also checks for tight connecting flights. check-in counter.
Special Services team organises wheelchair There are 40 passengers who are connecting Boarding commences at 10.15 and by
and unaccompanied minor resources; and from Mumbai, Chennai and Bangalore with 10.35, 274 passengers are on board,
Station Control liaises with Apron Control, less than 30 minutes to make their including 11 of the 12 who are connecting
catering and cleaning services, Air connection. This isn’t going to be as smooth from Mumbai.
Traffic Control and Inflight crew. as the last one. At 10.40, five minutes before boarding
Norraine’s first job for the day is As Norraine explains, this is crunch time. closes, the second-last passenger arrives
overseeing the boarding of flight “Under 30 minutes and there’s a big with not a bead of sweat on his brow. “Lots
CX548 to Tokyo Haneda at Gate 1. chance the passengers won’t make the of people are not worried, they believe they
At 8.20, after being at the gate flight. Sometimes we have to let will be on time,” says Customer Services
閱讀繁體 with her team for 35 minutes to brief passengers know at the last minute if they Officer Lisa Man.
the team and set up the gate, are going to make it,” she says. One passenger from the Mumbai
中文版 Norraine plugs a USB into the At 9.35, Station Control advises that CX520 connection is yet to arrive. At 10.42, the
阅读简体
中文版 THE JOURNEY MAY-JUN 2018
 BEHIND THE SCENES 29

search for the passenger’s checked bags online to ensure sitting together. We are not
has commenced. If she makes it to the gate just solving the problem for this time, we
before her bag is removed from the flight can give them a future solution.”
and before the gate is closed (in three There’s a constant stream of passengers at
minutes), she can board. the 11 Cathay Pacific Economy check-in
One of the team goes to search for the counters currently open, and Jenny and CSO
passenger in the terminal. “We look at the Juki Chan are fielding passengers’ questions.
passenger record first – are they male or Juki is finding a solution for a woman
female? We check the positive boarding heading to Toronto who has an extra piece
system to see if the passenger has passed of luggage, one more than her allowed two Norraine Cheung
through security. Then we carry a sign and call pieces – a mosquito net that is too large to Service Leader
out as we walk, ‘any passenger travelling on fit into the aircraft’s overhead locker.
flight CX520?’ And then we look for any Next is a couple who have brought their
passengers who are running,” Lisa says. own wheelchair to be checked in, which is
At 10.44, and with one minute to spare, the bagged up by Jenny. Juki shows them
passenger appears on the travelator, running where to wait for the wheelchair service
towards the gate. All 360 passengers are assistant who will escort them through
aboard, and the team leaves the gate at 10.48, security.
bound for their next job. Then there’s the passenger bound for
London who is cutting it fine – his flight
Landside departs in 40 minutes and he has a heavy
For the landside team, this particular day has looking handle-less bag of books under his
been relatively smooth, and passenger load arm. Juki offers him a Cathay Pacific carry
– how full flights are – is hovering around 80
per cent.
This afternoon Supervisor Jenny Tong is
overseeing the landside operations,
managing the check-in counters for
We want our passengers
different cabin classes, the employee travel to feel we are making
counter, the group check-in counter and
the designated check-in counters for US it easier for them
flights, introduced six months ago to The “triangle handshake” meeting
comply with new security checks. bag, and he hurriedly heads for security.
“Friday nights and Monday mornings are General Manager Airport Service Delivery
our busiest times. Passengers who work in Patrick Yu says it’s the ground team’s
Hong Kong might travel home for the collective approach to customer service
weekend. And on Monday mornings we have which makes Cathay Pacific strong.
many people flying to Beijing and Shanghai,” “Our HKIA team never know what is
says Jenny. around the corner, and they apply their
Lisa explains that problem solving is an expertise to every situation they come
innate quality in the ground team, and it across. It’s what makes our customer
comes in handy when working in a high service great,” says Patrick.
pressure environment. Just when Jenny thought it wasn’t going
“You have to be considerate, and I think to to be too busy today, something changes.
do this job you have to like facing people. In “The Qantas flight to Sydney has just been
the process of checking customers’ bags cancelled,” she says. “There will be a lot of
in, we need to make them feel we’ve done passengers moving to our flight.”
everything to make it easier,” she says. That’s the thing about the ground team,
“If passengers want to sit together, it’s a they have little control over many of the
first come first serve basis. If they can’t sit moving parts they deal with day-to-day and
together, we don’t just say no, we offer yet they have what seems to be an innate
another solution. We put the request in or ability to remain calm. It’s not just in the air
suggest that next time they could check in where passengers are in safe hands. Lisa Man
Customer Services Officer

Jenny Tong Jenny and Juki assist Juki Chan

Supervisor a customer with baggage Customer Services Officer
 XMN
3030FROM
FROM
THE
THE
FLIGHT
FLIGHT
DECK
DECK

4
Chart the course KA603

A320
28 April
Scheduled dep: 15.05
From tight turn around times to Actual dep: 15.40
Actual arrival: 16.59

cross checks, LUCY JENKINS

diarises a day in the life of a 2
Cathay Dragon pilot KA455

A321
3 27 April
KA606 Scheduled dep: 19.20
KHH

A320
28 April Actual dep: 19.45
Scheduled dep: 22.00 Actual arrival: 21.13
HKG Actual dep: 22.35
Actual arrival: 23.58

1
KA 454

A321
27 April Cathay Dragon rosters
Scheduled dep: 16.50
Actual dep: 17.05
TODAY’S SCHEDULE IS Hong Kong to Actual arrival: 18.20
Kaohsiung, Kaohsiung to Hong Kong Crew Management Programme (CMP)
and then Hong Kong to Xiamen, staying has gone live for our current 562
overnight before a return to Hong Kong. Flight KA606 A320 B-HSJ Hong Kong Cathay Dragon pilots who have been
The crew then will go onto Ningbo for to Xiamen flying rosters built with Jeppesen
another night and the pattern will end after We’re changing from our A321 to A320 – the pairings since December 2017.
three days and eight sectors. workhorse of Cathay Dragon. Normally there The system generates pairings
That’s approximately 15 hours of flying would be 90 minutes for an aircraft change based on rules and penalties put in the
time, with 12 rest hours in Xiamen and another but the buildup of delays means that we now system, including approved flight time
similar period in Ningbo. only have 45 minutes, half that time. limitations (AFTLs), union agreements,
“This is fairly typical of Cathay Dragon,” said To add to it, aircraft B-HSJ is late buffers for air traffic control in
Rowan Cavanough, Deputy Chief Pilot Airbus. arriving from Chongqing and we still have mainland China and long transits in
“Cathay Dragon differs from Cathay Pacific refuelling and a change of cabin crew to the Hong Kong.
with a shorter haul operation and what can Shanghai base. The effortlessly cheery Senior CMP will continue to be fine-tuned.
be day after day of multi sectors in and out of Purser Cecile Lam remains with us. Read more about CMP on page 16.
mainland China. We land in Xiamen just before midnight.
“Pilots work around 20 days a month After immigration we wait for the crew bus holding pattern – Hong Kong International
with 70 flying hours and with varying rest which arrives amid beeping traffic. It’s a 20 Airport’s two runways operate at near full
time. Ground training and currency days minute journey to the crew hotel, Langham capacity every day. We’re in at 5.05pm, only
are included with standby blocks also Place, where everyone goes to their rooms 20 minutes later than scheduled.
allocated,” he added. and it’s immediately lights out.
Pilots’ minimum rest is generally 11 hours Flexible and adept
Flight KA454 A321 B-HTI Hong Kong at a layover port, which is calculated from Cathay Dragon’s current short haul network
to Kaohsiung when they are off-duty (30 minutes after covers 46 ports across mainland China,
The day gets off to a delayed start. The engines shut down at the gate) to Southeast Asia and India with most days
incoming plane is late meaning there is a reporting time the next duty day. Transport involving two or more sectors. With factors
15-minute delay to our scheduled departure. to and from the hotel can be included in the such as seasonal weather, aircraft rotation,
Despite this, Captain Dereck Wong and Junior rest time, which is why the location of the and flow control measures operating in the
First Officer Andriy Lo are upbeat. crew hotel to the airport is so important. region, our pilots are flexible and adept at
“This is actually one of the easier turning the aircraft around in tight schedules.
multi-sector days,” says Dereck. “We’re not KA603 A320 B-HSJ Xiamen to Hong Kong
in and out of mainland China multiple times Thirty minutes before our pick up at 1.40pm,
which can increase our chances of delays Crew Operations inform us that the aircraft KA606
due to flow control measures. Taiwan is pretty has not yet left Hong Kong. Shanghai base cabin crew with Senior Purser
straightforward.” “It’s the usual issue with aircraft flow Cecile Lam (centre), Lucy Jenkins, Captain Dereck
After a smooth flight, we land in Kaohsiung control,” says Dereck. As mainland China Wong (left) and Junior First Officer Andriy Lo (right)
25 minutes late. continues its rapid aviation expansion, its
airways have suffered capacity constraints
Flight KA455 A321 B-HTI Kaohsiung due to increasing volume – this is a problem
to Hong Kong shared with many other countries. “That’s
The earlier delay means we’re still running 25 okay”, he continues. “The onward weather
minutes late, however, the return flight to Hong is looking good and there’s no reported
Kong is uneventful with calm weather – this defects, so subject to Hong Kong airport slot
is pre-typhoon season. Even with our late constraints, we should be in for a quick and
departure and subsequent late arrival, Dereck easy flight.”
maintains this is standard “and pretty easy to Mercifully, we’re given clearance to
deal with”. land in Hong Kong immediately with no

THE JOURNEY MAY-JUN 2018

 FROM THE CABIN 31

Talking heads,
helping hands
Got a question?
The Cathay Dragon
Helpdesk has the answers
SEVEN DAYS A week, for 13 and a half
hours a day, rain, shine or typhoon, the
Cabin Crew Operations Helpdesk (CCOH)
in the lounge at Cathay Dragon House is
on call for the airline’s 2,000-plus crew.
Part problem solver, part community
advice bureau, 100 per cent service
straight from the heart (and head), the Helpdesk by numbers
Helpdesk is armed by team members while we are flying they might have
who also remain in their cabin crew roles. questions for us.
The Helpdesk is a vital resource for the “The great thing is to teach them
Calls 10,950
cabin crew – it assists with any questions how to solve their problems by per year (approx)
about rules and regulations and provides themselves whenever possible,
support in the unlikely event of an which has benefits all round.”
emergency. Cabin Crew Operations Manager Number of 15
Many of the enquiries – whether Eugene Swinton explains that to join team members
in person, by phone, email or the the Helpdesk team, cabin crew undergo
increasingly popular WhatsApp – need extensive training to become specialists.
Annual 4,927.5
little more than some patient explanation. “When they join the team, they study duty hours
For example, the switch to paperless company policy and become a walking
accounting for the Transportation dictionary. They do a magnificent job,
Allowance Reimbursement Scheme in making an all-out effort to provide Opens 6.30am-8.00pm
April produced a flurry of queries, all of support and are highly regarded by the
which were speedily resolved by CCOH. crew community.”
“Colleagues might read the manual and
still not be absolutely sure if they’ve got it
right, but if they come to us we can explain
it and soothe any outstanding anxieties,”
says Flight Purser Patsy Lai, one of 15 crew
who are enlisted on a two-year contract,
alternating flying with shifts at CCOH.
The team handles up to 30 enquiries a
day, and occasionally has to cope with a
bigger problem, like disruption.
Other regular Helpdesk duties include
flight report management and analysis,
passing on updates about port and route
information, and managing the lounge for
daily operations.
Senior Purser Annie Lee comments: “One
of the benefits of this job is you get to know
a lot more of your colleagues, and even

If you would like to ask our flight

and cabin crew a question,
make a suggestion or feature in All ears: Helpdesk team members
these pages, then please email (left to right) Judy Lau, Patsy Lai
peoplecomms@cathaypacific.com and Annie Lee
32 ON THE GROUND / Boeing retrofit

Licensed to fly

How to refit a Boeing 777 Once the first refit was complete, the
certification process began. Here’s
Updating the Economy Class cabin is a major a look at the regulators’ checklists
piece of work. Here’s a look at how it’s done The first aircraft that was modified – B-KPY – had
certification hurdles to jump with international
and local regulators, so that the aircraft could
operate from its home base and overseas.
RETROFITTING OUR FLEET of 65 Boeing 777s with new seats and an In Flight An inspector from US Federal Aviation
Entertainment (IFE) upgrade started in April and by the end of 2019 all our aircraft Authority (FAA) was present during installation to
will have the upgraded, densified Economy Class cabin. In the coming months, Wi-Fi ensure that it conformed to the plans and that
equipment and modem points will also be added and all aircraft will have gate-to- any potential safety issues were addressed.
gate Wi-Fi by 2020. It’s a big task, done when aircraft are in for their longer Another interior compliance inspector then
scheduled maintenance checks in Xiamen. HAECO engineers are in charge of the ensured that on completion, the cabin fulfilled all
retrofit and the extensive maintenance “C check”, which typically take 20 to 25 days. the safety requirements for emergency
The work to remove and install the new seats and new IFE systems takes 15 days. evacuations, any potential hazards like sharp edges
Our Cabin Programme team takes us though the process. were corrected, and the right signage and placards
were in place.
Five steps to the new Economy cabin There was also an Electro-Magnetic
Interference test to ensure new IFE components
1 To gain access for the removal of ceiling panels are reinstalled after did not affect any existing electrical components,
the existing seats and install the the IFE modification. computers, flight controls, etc, which included a
new seats, some of the ground and a flight test.
“monuments” – the engineering 4 To give the cabin a new look and Once satisfied with the inspection and testing,
name for lavatories and galleys feel, some of the Tedlar – the the FAA released a Supplemental Type Certificate
– are taken out. flame-resistant wall coverings on (STC) to approve the modification.
cabin dividers, galleys and Hong Kong’s Civil Aviation Department then
2 The existing Economy Class lavatories – are replaced along with validated that its local requirements were met
seats are removed. the new theme. New monitors with with an inspection which included bilingual
shrouds, baby bassinets and placards and signage (Traditional Chinese and
3 The ceiling panels and interior literature pockets are then English) and that the amount of emergency
sidewalls are removed to give mounted on bulkheads. equipment was sufficient for the increased
engineers access to rewire the IFE number of passengers. In addition, they
system and install links to the 5 Although the 3-4-3 seating is checked the clarity and volume of
modified Video Control Centre at different layout, it still fits in the announcements in all passenger areas.
Door 1. The IFE components are existing seat tracks that secure Lastly, once local requirements were met, a
also relocated from above the cabin the seating units to the floor. The Hong Kong STC was issued to release the aircraft
ceiling to the under-floor panel at new seats, made by luxury car seat into service.
the aircraft’s “main equipment manufacturer Recaro, are then Sixty four to go and counting.
centre”. The sidewall panels and installed (learn more on p14).

THE JOURNEY MAY-JUN 2018

 LETTERS 33

Letters to the editor

v

Q HOW SHOULD WE balance positioning offers an opportunity for interested

Cathay Pacific as a premium airline and customers to bid for a cabin upgrade
trying to sell a lot of ancillary products? at the price they set. “Reserve Your
Seats” gives customers with Economy
A We can sell ancillary products while Class tickets at lower fares the
retaining our premium positioning. We opportunity to pay a fee to reserve
do this by focusing on ancillary their specific seats in advance. In both
products that give our customers more examples, customers did not
choice and add to their experience. As previously have these options unless RUMOUR BUSTER
a premium airline, even our most basic they bought higher fare tickets. These Q Will flexible working soon be
fare products include a rich offering – are just two examples of how we implemented?
food and beverages, In Flight balance ancillary products and our
Entertainment, Asia Miles accrual and premium airline status. A Our People team is looking at flexible
more. The ancillary products we are working very closely and whether and how
introducing serve to give our we can possibly make this available for
customers even more options. Two some of our Hong Kong-based ground
Ronald Lam teams in the first instance. We know flexible
examples of these new ancillary
Director working can have a positive relationship
offerings are “Upgrade Bid” and Commercial and Cargo with organisational performance and
“Reserve Your Seats”. “Upgrade Bid”
culture if managed correctly.

Jodi Kwok
Head of Business Partner Operations,
Service Delivery & Policy

Have a question or want to comment on

anything you’ve read about in
The Journey? Email peoplecomms@
cathaypacific.com to feature on this page

Q EXCELLENT CUSTOMER SERVICE HKIA and the rest of customer

never comes by chance or from quick experience training is to follow. The
wins. Will we consider refresher training in focus will be on moving away from Jargon
customer service for our Hong Kong rules-based guidelines to a more
International Airport frontline colleagues? flexible way of delivering service that Buster
adds a personal touch.
A Yes. Our current model of training in
the frontline context is being reviewed. CTS
We are well aware that one time, Not to be confused with the code for
front-loaded training is not effective. Elaine Champion New Chitose Airport in Sapporo, and
The inflight model has been Head of Learning, pronounced “cuts”, this acronym
restructured away from this and into a Customer Experience refers to some of our very important
bite-size, continual learning approach. customers.
It stands for “Corporate Travel
Solution” and is the tailored package
for corporate organisations that
meets a minimum spend threshold on
their travel each year.
Typically these companies include
banks, financial institutions and
organisations with a much-travelled
workforce.
The solutions and loyalty rewards
are tailored to meet the budget and
travel requirements of individual
companies. For those companies that
do not meet the threshold, there is
Read more about how training is Business Plus (see page 10).
changing on page 24
34 THE GURU / Mistakes

Oops, I did it again

Made a mistake? No big deal. In fact, the experts
say we should celebrate our errors
SUCCESS. IT’S THE main thing management books, MBA courses and
autobiographies of business leaders focus on. That’s understandable,
we all want to know what works in business and life and how we can
optimise our performance, become better leaders – and, maybe, make
our first million.
But in recent years an alternative strand has been developing: the study
of mistakes and lessons of failure.
The pharmaceutical company Eli Lilly organised “failure parties”
to “celebrate” promising potential treatments that failed in trials.
Google publishes quarterly “failure reports”. The European School of
Management and Technology has a failure management professor
who has taught courses all over the world. There’s a growing business
in publishing books on the topic – they include a work by Tim Harford,
the economics broadcaster and writer, called Adapt: Why Success
Always Starts with Failure.
If you are an inventor, experimental scientist or serial entrepreneur
then failures and mistakes are part of the territory. But for the rest of
us – how do we learn the art of accepting and managing mistakes – our
own and others?
Read on for some advice from the experts – just don’t get too good
at mistake making. In the 1970s, an author called Stephen Pile started
The Not Terribly Good Club of Great Britain. He wrote a book about his
fellow underachievers called The Book of Heroic Failures. It became
a huge bestseller and he was forced to resign from his own club.

LEARN FROM YOUR MISTAKES

1 There is no substitute for your own experience 4 Owning up means growing up

David Kean is an author and founder of the Caffeine business Carol Tavris, author of Mistakes Were
consultancy. “My son – who was 14 at the time – was Made (But Not by Me) says that when
packing his rucksack ready for a gruelling 36-hour long hike. we refuse to admit our mistakes, “we
I kept reminding him “don’t forget this… cling to old ways of doing things,
remember to take that…” He looked even when new ways are better
at me and said: “Dad, let me make my and healthier and smarter. We
own mistakes”. He was right. I shut up cling to self-defeating beliefs
and he survived. long past their shelf life.”

5 Fear chokes proactivity

Joe Schumacher, CEO of Goddard Systems
tells Business Insider: “When employees are
2 Don’t blame afraid of repercussions from mistakes, they
Julie Morath, a hospital CEO in California, recommends become paralysed – and it stunts growth for
asking neutral questions, such as “what happened?”, both the employee and the company. When
rather than judgemental ones, such as “who did it?” they’re making mistakes, however, it means
they are not afraid to be proactive
and take responsibility. I would
rather have an employee make
3 Admit when you’re mistaken a mistake than have nothing
Dr Bill Howatt, the chief research and development happen at all.”
officer of workforce productivity company Morneau
Shepell advises: “To gain credibility and support from
your team it’s best to quickly admit when you are wrong.
Acknowledge why and what helped you to change your 6 Mistakes are a short cut
perspective, and then acknowledge and thank the people “When a problem reaches a certain level of complexity,” writes
involved who gave that assistance”. Tim Harford, “formal theory won’t get you nearly as far as an
incredibly rapid, systematic process of trial and error.”

THE JOURNEY MAY-JUN 2018

 CATHAY CLUB 35

Get involved in the Cathay Club hub

Head to the new Cathay Club website for all the information you need
on movie screenings, community activities and social events
HEARD THE NAME but not sure what
Cathay Club is all about? Set up many years
ago as a home for all sports and recreation
clubs and social activities, Cathay Club
is about bringing people from across our
airlines together through a diverse range
of activities and interest groups. Its focus
is enhancing people’s work life, creating
positivity and building a community.
Cathay Club has had a few facelifts over
the years and we are now excited to share
more improvements.
First things first: we launched a new
website in May, a centralised information
portal for everything you need to know
about the various events and activities
on offer throughout the year, and how to
sign up.
The website features three pages
dedicated to the pillars of Cathay Club –
Sports and Interest Clubs, Social Events
and Wellbeing.
Each page lists the various events and
activities you can get involved in, provides
details of upcoming events and a place to
sign up to them.
Secondly, there are three aspects of
the Club. 1. Sports and interest clubs
of which we have 27 teams. 2. Social Throughout June and July you’ll see to the open day in July to find out more.
activities such as movie nights, seasonal a number of activities tied to wellbeing Check out our website on IntraCX
event celebrations like Chinese New Year promoted, including collaborations with new and Dragonet for more information and
and the Singing Contest. 3. Wellbeing – a wellbeing partners to share healthy food to be kept up to date with the latest news
new area centered around promoting and snacks, a yoga day in celebration of and events.
healthy lifestyles and activities, because International Day of Yoga, expert talks and
we know health and wellbeing is what our more. If you’re keen to get involved with one
people are interested in. of our sports or interest clubs, come along Check out the new website at
portal.cathaypacific.com/
sites/cathayclub
or scan the QR code

Yoga on The Street

To celebrate International Day of Yoga on 21 June, Pure Yoga is offering
a free yoga session at Cathay City for our people. Yoga fanatics and
beginners all welcome. Places are limited so head over to the Cathay
Club website to sign up now. Yoga mats will be provided and so will a
water, to rehydrate after the session.

Date: Thursday, 21 June 2018

Time: 12pm – 1pm
Venue: Galleria, The Street, Cathay City
Dress code: We recommend comfortable clothes that
do not restrict movement (no skirts or dresses for ladies)

Yoga is a great way to alleviate tension and stress, feel good and
improve your posture. So come and get involved.

If you have an idea for an event, activity

or club that you think our people will
love – get in touch!
cathay_club@cathaypacific.com
36 HERITAGE / Cathay Pacific lounges

Happy landings
Employees and members of the
public turned out in force to get a
look at the brand new aircraft

Triple seven hits 20

The first Boeing 777-300 joined the Cathay Pacific fleet back in May 1998,
marking the start of a long and profitable relationship
THE TWIN-ENGINED Boeing 777 aircraft surfaces on the wings and tail) and, crucially, books was to follow three years later, when
has become the bedrock of Cathay Pacific’s lower operating costs. it received the first 777-300, which was
regional and long-haul fleet. The result was one of the most successful essentially the ‘stretch’ version of the -200.
In the 1990s, Cathay Pacific was one wide-body aircraft ever built. The 777’s The 777-300 was 10 metres longer
of eight airlines to provide input for the twin engines translated into a 33 per cent than the -200, making it the longest
777 at the design stage, which gave it a fuel saving against the early generation aircraft in the world at the time of its debut,
unique opportunity to specify and refine the four-engined Boeing 747 ‘classics’ and lower surpassing the Boeing 747-400 Jumbo –
aircraft’s features to suit its needs. maintenance costs too. by far the biggest airliner at the time – by
Among the requests were a cabin This combination made the 777 a highly three metres. The extra length brought
cross-section similar to the 747 Jumbo popular commodity in the aviation industry. extra seats and extra cargo capability, which
Jet, capacity for at least 325 passengers, a To date, more than 1,500 aircraft have meant extra revenue.
modern ‘glass’ cockpit, fly-by-wire (where the been manufactured. The first iteration, the Registered B-HNH, the first 777-300 was
flight deck controls send electrical impulses 777-200, was delivered to United Airlines in handed over to Cathay Pacific in a special
to the mechanics that operate the control 1995. Cathay Pacific’s place in the record ceremony at Boeing Field, near Seattle, on
21 May 1998.
Two days later, 39 passengers – including
members of the press and the then
chairman, Peter Sutch – flew her home to
A new era dawns
Hong Kong on the delivery flight.
The media examine Cathay Pacific’s first 777-300
Before entering service, the aircraft
at Boeing Field outside Seattle in May 1988
was the centrepiece of an open day for
1,000 employees and local residents who
got to explore the flight deck and the
cabins.
Every seat had a personal TV, which
was a new and exciting development
at the time. Following the event, B-HNH
made her inaugural commercial flight to
Osaka on 1 June.
Today, 20 years later, she operates two
cabins with 42 seats in Business and 396
in Economy.

THE JOURNEY MAY-JUN 2018

 Dragon Boat racing
Sailing / CATHAY LIFE 37

MY OTHER LIFE
Photos: Robert Deaves

Wet and wild

Olympic hopeful James
Dagge in training, and (below)
his favourite sailing spot, the
Whitsunday Islands

A life on the ocean wave

Cathay Pacific Second Officer James Dagge was sailing before he could
walk – now he’s headed for the 2020 Summer Olympics in Tokyo
Q How did you get into sailing? The Ninepins near Sai Kung are great for Q What do you love about sailing most?
A I was born in Hong Kong and my dad training as there’s good wind and big waves. A The unrelenting pursuit of perfection.
took me on his boat when I was only six You can always do better and improve and
weeks old. We moved to Australia and I Q What’s the race like for the Olympics? being able to be out and about on the
really got into sailing there. My first boat A I’m in the men’s heavyweight (over 100 water whenever I want feels amazing. I find
was a Sabot, a kind of dinghy. I joined kilograms) dinghy category. I’m the only it rejuvenating. I’ve always been
Cathay Pacific as a Second Officer in one taking part from Hong Kong. It’s sailing passionate about sailing – my first job was
January 2017 and I now keep my training around a course for an hour against the as a sailmaker.
boat in Causeway Bay at the Royal Hong best sailors from other countries. I hope to
Kong Yacht Club. make the top 10. Q Where’s your favourite place to go
sailing?
Q What’s your training schedule like? Q What other competitions have you A In Hong Kong, it’s Victoria Harbour.
A I’m lucky because I can fit training done? The Causeway Bay backdrop is jaw-
round my schedule as a pilot. I do around 10 A In March I did the European qualifiers in dropping. Outside Hong Kong it’s got to
hours a week both on the water and in the Spain and I have the World Championships be the Whitsundays off the coast of
gym and practise around Hong Kong where in Denmark in August. I’m representing Australia. Go if you get the opportunity.
I’ll sail for three kilometres as hard as Hong Kong in both of these competitions There’s nowhere else in the world quite
possible to get the best distance over time. in the lead up to the Olympics in 2020. like them.
Photos: Joe Grey, Shutterstock

TELL US YOUR STORY

Do you have a hidden talent? We want to know about it! Tell us
about your hobbies, passions and achievements outside of work.
Email us at peoplecomms@cathaypacific.com.
38 CATHAY LIFE

p e d!ple
n a p and peoth
Sur events ast mon
O p
he
of t

1
2

3 4
5

3 1. SONGKRAN OFFERING: The Cathay Dragon Chiang them waving us off and we all truly felt they cared for us.”
Mai team donned traditional Thai dress to celebrate 4. ENGINEERED HEART AND SOUL: After almost
Songkran Thai New Year. Traditional celebrations include 30 years, Matthew Ko is moving on from the Penang
visiting local temples to offer food to Buddhist monks Engineering team. The team got together recently to say
and street parties where revellers throw water on each goodbye to Matthew, who has been the heart and soul
other as a sign of good luck. of the team, and who has inspired new generations of
2. AU REVOIR WITH CAKE: Head of Talent Acquisition engineers. He will be missed.
Wendy Kwan has retired from Cathay Pacific after 32 years. 5. DELHI DELIGHT: The crew from CX695 received a
The People department marked her departure with a warm welcome at their Delhi hotel. The Hyatt is already
‘Chanel’ cake and celebrated Wendy’s efforts to transform getting excellent feedback from our crew members, who
the way we recruit new talent for head office, outports and praise its location and comfortable rooms.
the frontline. 6. SPRING CROP: The Cathay Farmers’ Club had its
3. CREW CARE: Inflight Service Manager Grace Daniel biggest harvest to date on 25 April, after three months of
snapped this photo of the Intercontinental Yokohama Grand hard work over spring. Farmers gathered to celebrate the
team waving goodbye, after the crew’s flight to Hong Kong joy of the harvest and the home-grown produce, which
had been delayed. “As our crew bus moved away, we saw was divided among club members .
6

Send your pictures to peoplecomms@cathaypacific.com

and we’ll try and include them in Memory Board

COMPETITION TIME

The Dubliners
Explore Dublin with return flights and a
two-night stay in the capital of fun
TO CELEBRATE OUR new route to Dublin, we’re offering you
the chance to win two Business Class return tickets from
your nearest port via Hong Kong, and two-nights’
accommodation.

WIN
Explore the cobbled streets, get to know the taste of
Guinness and listen to live Celtic music – it’s an opportunity
not to be missed. flights to Dublin
We’ve hidden some lucky four-leaf clovers throughout and two nights’
this issue of The Journey. To enter this competition, email accommodation
us the total number of four-leaf clovers in the magazine,
plus your GalaCXy ID to peoplecomms@cathaypacific.
com by 29 June.

THE JOURNEY MAY-JUN 2018

 OUTPORT NEWS 39

Crystal clear Travel

SITUATED BETWEEN AUSTRALIA’S If you have any great pictures from your travels,
northeast coast and the Great Barrier email peoplecomms@cathaypacific.com
Reef, the Whitsunday Islands afforded
a once in a lifetime photo opportunity
for Cargo Sales & Service Agent
– Chicago Mary Borkovec and her
daughter Morgan.
“We got to cruise around the
islands and go swimming, snorkelling
and scuba diving around the reef,”
said Morgan.
“We saw sea turtles, chased after
some stingrays and even discovered
a secret hideaway fort that someone
had built. This was truly one of the
most incredible trips of my life. I can’t
even begin to describe the serenity
of Whitehaven Beach, knowing you’re
on this secluded island in the middle
of the Great Barrier Reef with nothing
but nature and sky around you.”

Send us your photos

for the chance to win
a pair of Jabra Elite
Sport True Wireless
Earbuds (jabra.com),
WIN! offering up to three hours
of wire-free music on the go.

Email your pictures to

peoplecomms@cathaypacific.com
 40 MY HOMETOWN / Copenhagen
Brussels

Candlelight in Copenhagen
Allan Petersen explains that in the Danish capital,
it’s all about enjoying the good things in life

See the city

Photos: Shutterstock

IF YOU WANT to embrace Copenhagen, you’ll The best views of the city are from Christiansborg (the
need to grasp the concept of hygge. Pronounced parliament building) where you can climb the tower, and then
‘hooga’, this is the Danish way of enjoying the good explore the ruins of an ancient fortress dating back to the 11th
things in life, in the company of good people and in century, under the parliament building.
a cosy environment ­­– like having a cup of coffee or
a meal with friends by candlelight.
Copenhagen is one of Europe’s oldest cities The city’s landmarks include Rundetårn (the round tower);
Allan Petersen dating back to the 11th century, and the streets in Strøget, one of the longest shopping streets in the world;
Sales Manager the Latin Quarter, like the pedestrian shopping mall Amalienborg, the Queen’s main palace; and The Little Mermaid
Scandinavia, Finland Købmagergade, are hyggelig because of how narrow statue, based on the fairy tale by Hans Christian Andersen.
and The Baltics they are.
You can even take a hyggelig daytrip. Head
to Elsinore and explore Kronborg Castle and
its beautiful coastal setting, made famous by
Shakespeare’s Hamlet. Or go to the town of
Roskilde, where you will find original Viking boats,
well preserved at the Viking Ship Museum. Both of
these hyggelig destinations are a mere 30 minutes
from Copenhagen by train. You could also visit the
childhood home of Hans Christian Andersen in
Odense, a two-hour train trip from Copenhagen.
As you adopt the hygge way of life, you will also
find out why Copenhagen is known as the food
capital of Scandinavia.
Explore the popular food market Torvehallerne,
which showcases delicacies from around the
world. Try traditional Danish food at the many
restaurants along Nyhavn, the old harbour
area, and explore the beautiful narrow streets
and canals of the city where you’ll find bars
serving beers from the specialty breweries and
Carlsberg’s microbrewery, Jacobsen.
Whether you rent a bike and explore the city at
your own pace, or get around on the easy-to-use
metro system, you’ll soon discover why Danes are
officially considered some of the happiest people
Tivoli is one of the oldest amusement parks in the world and
in the world.
New: Cathay
is the most popular attraction in Copenhagen. In addition to
Pacific now flies to the rides, Tivoli is a very beautiful garden filled with flowers,
Love your hometown? Let us know about it!
Copenhagen four
Email peoplecomms@cathaypacific.com
lights, concerts and restaurants.
times a week

THE JOURNEY MAY-JUN 2018

 Dublin / TRAVEL 41

hours in
24 Dublin Cathay Pacific’s new Dublin service
flies four times a week

The capital of Ireland

is all about the good
times, the “craic” as
locals would say. Start
with a meal and just Start with
breakfast at one of Dublin’s
add Guinness most iconic landmarks,
Bewley’s Café on Grafton
Street. Founded in 1927,
it’s been newly refurbished,
although the original stained
glass windows remain.

Take a short walk to Trinity

College and see The Book of Kells, a
Alan Rogers manuscript dating back to the ninth
Account Manager
century. Walk along O’Connell Street
Ireland
and cross over the River Liffey to visit
EPIC The Irish Emigration Museum.
The Irish have migrated all over the
world, but even I was surprised to
see just who has Irish ancestry!
Taste of the Irish Then walk down Henry Street and
stop by Ireland’s oldest and largest
department store, Arnotts. Then walk
along Liffey Street, until you come to
the famous Ha’penny Bridge.

Once you cross over

the river you’ll find yourself in
Temple Bar. It’s quite touristy and
locals are a rarity here, but it’s
worth a look and there are plenty
To get the true flavour of Ireland, you of places to stop for lunch. Cross
need to try Guinness, which could over Dame Street and browse
almost be considered the national the boutiques and markets along
beverage. South William Street, Clarendon
One of the best places to taste Street and Drury Street.
the “black stuff” is at the Guinness
Storehouse, a top tourist attraction
and an ode to Guinness and Irish
history.
A tour will teach you the art of the
Guinness pour, the history of the For dinner, head to
brew and all about Arthur Guinness, Dax Restaurant for fine dining in
the godfather of stout. the middle of Georgian Dublin.
The architecture of the facility is Coppinger Row is another fantastic
also impressive – there are seven spot. After dinner, explore the city’s
floors to explore with a glass atrium numerous pubs. Kehoe’s on South
in the centre shaped like a pint of Anne Street is a true Irish pub, as are
Guinness. Your entry ticket includes a Doheny & Nesbitt and O’Donoghues
pint of the black stuff – even better! on Baggot Street.
42 TRAVEL EXPERIENCE / France

Raymond Tang
IT Solutions Specialist

Heaven opens
Raymond Tang was
spellbound by an art
installation at the Palace
of Versailles in France
THIS WAS MY first trip to Europe since
I joined Cathay Pacific in 2015. The
installation – Waterfall – by Olaf Eliasson
at Versailles outside Paris made you do a
double-take and then double-take again.
It looked as if the water was coming from
the clouds and being poured into the
canal in the gardens by some unseen
force. It was such an impressive and
imaginative sight, which complemented
the historic palace and gardens so
naturally. Witnessing Waterfall was an
incredible experience for me.

THE JOURNEY MAY-JUN 2018

ad_210518.indd 1 21/5/2018 11:46 AM