Gulf Air Contact Centre Goes Live

1st Sep 2003

Gulf Air’s new Worldwide Contact Centre in Rusayl went live today when reservations staff at the state-of-the-art facility in the Sultanate of Oman’s new Knowledge Oasis (KOM) took the first calls from customers in the Middle East region.
“The reservations function is essentially the nerve centre of an airline and the introduction of this world class facility will guarantee an unprecedented level of consistent and professional service delivery as well as the convenience of 24-hour, seven days a week access for our customers throughout the entire Middle East region,” said James Hogan, President and Chief Executive, Gulf Air.

Hogan praised all the business partners for their support and dedication in getting the sophisticated and complex technology operational. “This world class facility has seen world class support from a number of business partners including Omantel, KOM, HP and Cisco,” he said. “It has also seen the highest level of commitment from the new team of reservations consultants - all of whom are Omani nationals - who have undergone a very intensive training programme in order to be ready for today.”

When the centre is fully operational it will be staffed by around 300 Omani nationals. “A corollary benefit is that it will help support the Sultanate’s telecommunications strategy as well as our own call centre capabilities,” he added.

The new Gulf Air worldwide contact centre will utilise a range of advanced technologies, among a number to have been introduced by the airline in recent months. Other innovative customer service benefits include SMS messaging and electronic check-in kiosks in Muscat, Bahrain and Abu Dhabi international Airports.

“The establishment of the contact centre illustrates the support of our owners as we continue to make large strides towards our goal of reclaiming our position among the world’s premier airlines,” said Mr Hogan. “The location of the contact centre in Oman demonstrates our determination and commitment to harnessing exceptional technological resources to enable and empower our people, specifically those from our owner states, to take up active contributory roles in Gulf Air and their local economies.”


About Gulf Air: Gulf Air was founded in 1950. Today, it is owned by the Kingdom of Bahrain, Oman and the UAE, and is the only truly pan Gulf airline in the region. The airline’s network stretches from Europe to Asia and covers 45 cities in 33 countries. The fleet is one of the most modern in the Middle East and comprises 33 aircraft.
The airline is in the first year of a three-year strategic recovery programme, headed by President and Chief Executive, James Hogan. The airline’s aim is to further evolve by taking its renowned cultural strengths, which have been gained over more than half a century, into a global environment.
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