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Majority stayed loyal


STEPHEN Goodroe hits the nail on the head when he observes that only satisfied employees can ensure customer satisfaction (South China Morning Post, February 8).

The Cathay Pacific strike was a traumatic experience for us, and we are taking a number of steps to improve staff communications, particularly with cabin crew.

Indeed, several of these measures were planned well before the strike.

While cabin crew are among the most visible staff during a passenger's journey, that journey is only made possible by the mutual trust and co-ordination of the whole team.

The vast majority of Cathay Pacific's 13,000 staff, including cabin crew, were hard at work during the strike.

The loyalty to the company and dedication to the customer shown by the team was outstanding, considering that the strike came at the worst possible time of the year.

Their performance under such difficult circumstances was, I think, evidence of their pride in this great airline and of their determination to deliver the best customer service both on the ground and in the air.

D. A. R. BIRCH Director Customer Services Cathay Pacific Airways