Jet Airways has received an extensive range of awards and commendations for every kind of service it provides. Our efficiency and quality of the highest standards in every sphere of service has earned us a prestigious Superbrand status.
Jet Airways' Inflight Services have been found to conform to the Quality Management System Standard : ISO 9001:2000 by the Accredited Unit: DET NORSKE VERITAS B.V., THE NETHERLANDS, who are approved by UKAS Quality Management -Accreditation Certification Bodies (UK Registrars).
Certification for the product and service ranges includes Design, Development and Delivery of Customer Services that meet world-class standards.
Jet Airways (India) Ltd. has also earned the distinction of receiving the IATA Operational Safety Audit (IOSA) Registration.
Jet Airways (India) Ltd. has earned the distinction of receiving the IATA Operational Safety Audit (IOSA) Registration. The airline has successfully completed the Operational Safety Audit and has been listed in the IOSA Registry www.iata.org/registry
IOSA is a quality audit programme under the continuing stewardship of the IATA (International Air Transport Association). It is a globally recognized and accepted benchmarking and evaluation system for assessing the operational management and control systems of an airline. IOSA uses internationally accepted quality audit principles that ensure that the audits are conducted in a standardized and consistent manner. Airlines use IOSA Registration for a variety of benefits, which include improving flight safety, code share facilitation, and audit reduction.
With the implementation and international acceptance of the IOSA, the industry has achieved the benefits of cost-efficiency through a significant reduction in audits. The focus and scope of the IOSA audit is on proper documentation and implementation of standard operating procedures in various operational areas of the airline such as, Flight Operations, Aircraft Engineering and Maintenance, Flight Dispatch, Cabin Operations, Security, Ground Handling and Cargo.
The IOSA Programme is recognized by the member airlines of the IATA as a benchmark for airline safety and quality. At present, 107 airlines worldwide have been listed in the IOSA Registry.
The prestigious Superbrand status has been conferred on Jet Airways, recognizing it as one of the leading Superbrands in India.
This 'Oscar of Branding' has been awarded by the world's leading authority on branding, an independent Superbrands Council comprising of the most eminent professionals in marketing and advertising.
This is the first time that the 'Superbrand' concept has been brought to India for endorsing leading consumer brands.
Jet Airways will be featured as one of the strongest Indian brands in the Superbrands volume to be printed in Italy, which will be released at the special Superbrands Gala Event in December this year.
With this latest honour, Jet Airways joins an exclusive club of this year's winners from India. The airline was selected out of a list of 711 leading Indian brands across 98 categories. The selection criteria define a Superbrand as one, "that has established the finest reputation in its field, which offers consumers significant emotional and or physical advantages over its competitors which (consciously or sub-consciously) consumers want, recognize, and are willing to pay a premium for."
The selection process avoids any ranking by market share and instead focuses on the brand image and perception of the product. The brands' dominance, goodwill, consumer loyalty, trust and emotional bonding influence the selection.
Superbrands is a concept that started ten years ago in the United Kingdom to chronicle case studies of exceptional brands; to pay tribute to them and their brand guardians. Since then, it has been replicated in 25 countries except India. Some of the leading countries that have adopted the Superbrand concept are Australia, France, Germany, Holland, Hong Kong, Italy, Malaysia, Philippines, USA, Singapore, Spain, United Arab Emirates, Indonesia, Ireland, Egypt, and Denmark.
The airline has won several coveted national and international awards. These include the Boeing Company's honour for consistently maintaining the highest technical dispatch reliability in excess of 99 per cent for 2002, the leading business weekly, Business World's 'India's Most Respected Company in the Travel and Hospitality Sector' for 2003, Travel Trade Gazette's (TTG) 'Best Domestic Airline Award' for 2002 among 14 countries in the Asia-Pacific region, Air Transport World (ATW) 'Market Development Award' for 2001 for the best domestic airline, the Qimpro Gold Standard for 2001 and the Hospitality & Food Service (H&FS) 'Best Domestic Airline' award four times.
Jet Airways' Inflight Services have successfully maintained the ISO 9001:2000 certificate through a re-certification audit conducted in May 2005, on completion of the 3 year validity period of the initial certification in March 2002.
Whilst confirming that Jet Airways had complied with ISO criteria, the external certifying body Det Norske Veritas (DNV) has reconfirmed the airline’s commitment to the customer that was evident from the meticulous wealth of internal data. They indicated that it was a wholly customer-focused organization, majoring on the DELIGHT factor and essentially "listened to the voice of the customer".
Jet Airways formulated a Quality Management System for Inflight Services in February 2001 as part of a comprehensive exercise to implement ISO in select operational areas. Qualteam Consultants were selected to assist in the certification process. A core group led by a Management Representative of Jet Airways was constituted to ensure that the quality management system developed by Inflight Services would meet ISO requirements.
This group identified core processes as well as sub-processes required to support Inflight operations. It met with respective departments within Inflight Services to 'flowchart' all the processes and develop the Process Manual. The Quality Manual, which is the apex document, was also developed during this period.
To ensure that the Quality Policy, Objectives and Processes were understood and complied with, all Inflight staff were given half-day training.
Det Norske Veritas was selected as the external certifying body, based on its reputation in the auditing of service organizations. The re-certification audit held in May, 2005, examined documented processes through an intensive examination at Inflight Services Headquarters in Mumbai, on-board services and also at the crew bases in Mumbai, Delhi and Chennai.
Jet Airways Chairman, Mr. Naresh Goyal was recently conferred India's premier quality honour, the Qimpro Gold Standard 2001 for adopting world-class quality models.
© Jet Airways (India) Ltd.