Shell Aviation voted number one in the region
Posted: 19 November 2003
Independent industry survey chooses Shell as the best international
Jet fuel marketer for Africa, Middle East and Asia Pacific
Shell Aviation has been voted the Best International Jet Fuel
Marketer in the Middle East, Africa and Asia Pacific regions, in
one of the most respected independent airline industry surveys in
the world. The survey of airlines, conducted by Jet Fuel Report
(JFR), is published by The Armbrust Aviation Group and is currently
in its 8th year.
“Shell was the clear choice of airlines as best in Africa/Middle
East and Asia Pacific regions,” according to The Armbrust
JFR Report.
In total, 78 world airlines submitted survey responses, representing
a combined total annual fuel consumption of almost 40 billion gallons,
equal to 67% of the world’s total volume. Most important,
this year’s survey was the largest to date and included the
largest sampling ever taken in Africa and the Middle East.
Airlines were asked to select the top international and regional
marketers overall and in five world regions – Africa/Middle
East, Asia/Pacific, Europe, Latin America and North America –
as well as in over 20 service categories. Shell came first in the
combined international survey results, voted by all airlines as
the best informed and most innovative jet fuel supplier. It also
took the first place in the technical expertise category. In addition,
Shell was voted Number One by airlines for being a fair negotiator,
for its customer service, for its invoice accuracy and for offering
alternative pricing proposals.
Mike Lumley, Shell Aviation’s General Manager for the Middle
East, Central and South Asia said: “I am thrilled with the
results of this year’s survey. JFR’s survey is one of
the most respected independent customer surveys in the airline industry.
Our customers in the region seem to clearly be telling us that we
are on the right track. We will continue to listen to them whilst
at the same time seeking new enhancements to our product portfolio
and systems. Our commitment to customers is to keep offering value
propositions that continuously help their business whilst exceeding
their expectations.”
One of Shell’s innovative value propositions to customers
is the “Out-of-Hours” Helpline that gives customers
the option of seeking Shell’s help if their aircraft was diverted
to an airport from where they do not have scheduled flights. Shell
will help provide them with rapid information on pricing at any
given location within their network on a 24/7 basis and will assist
them with any urgent requests during such unfortunate stops.
Similarly, “Your Friend Away from Home” proposition
has been developed specifically for regional airlines with a growing
international network. The programme offers the airline use of Shell’s
office facilities at any international airport serviced by Shell,
where the airline has no physical presence and requires communication
facilities.
“As part of our overall value proposition to customers, we
also look to employ a sales team who are well-trained, responsive
to customers’ needs and can speak their language!” added
Mike Lumley. Shell Aviation staff undergo regular training and assessment
programmes using both experienced senior Sales coaches and external
training consultants.
Shell’s customers in the region include Emirates Airline,
Air India, Pakistan International Airline, Qatar Airways and Oman
Air.
For more information see www.shell.com.
Posted by Richard Price,
Editor Pipeline Magazine
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