Case History – Turkmenistan English Reservations/Sales/Cabin Crew/Flight Attendant Course
Turkmenistan Airlines; Ashkhabad, Turkmenistan
Contact:
Linda Whitson, Vice President, AMR Learning Center.
Business Type:
International Airline in Turkmenistan.
Previous Training Program:
None – new program developed in conjunction with purchase of 3 Boeing 757 aircraft.
Client Objective:
The crews of these jets needed to learn maintenance, pilot, and customer service skills in English because the company was going to use the jets for international flights into the United Kingdom and Hong Kong. The airline wanted 64 staff persons to service the Heathrow - Ashkhabad and Hong Kong – Ashkhabad routes. Objectives were to
- Increase satisfaction of customers flying into Ashkhabad from both London and Hong Kong
- Increase cargo revenue on both London and Hong Kong routes
- Increase passenger revenue on those routes through ticket office sales in London and Hong Kong
- Increase productivity and accuracy of maintenance staff using English manuals
- Increase pilot effectiveness during Boeing training with pilots on the new aircraft.
System Implemented:
ICAL established an ICAL Innovation Institute to train Turkmenistan Airline (Russian-speaking) employees to speak English well enough to satisfy customers flying from the two major cities into Ashkhabad and to market in English through two ticket offices in Hong Kong and London.
Accomplishments:
92% of the students achieved the guaranteed ACTFL/TOEIC pass rate of 85% in the six-week program. The client achieved sales goals in both cities. The following are Kirkpatrick measurement accomplishments:
Satisfaction:
- 97% course attendance
- Increased participation in class
- Increased passenger satisfaction
Knowledge:
- Increased sales skills in English
- Increased flight attendant skills
- Increased Boeing training scores
- Increased proficiency results
Application:
- Increased cargo and ticket sales
- Increased maintenance accuracy
- Increased pilot effectiveness
- Increased maintenance productivity
Return on Investment:
- Increased passenger revenue
- Increased cargo/business revenue
- Improved productivity
- Increased profitability
- Course investment: $460,000 for 64 students, each taking 180 hour, 6-week course cycles over 12 weeks
- Additional revenues attributed to the employees taking the course: $780,000 over 24 months
- Return on Investment: 170% over 24 months
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