Shell Aviation voted number one in the region

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.