We can’t compete with low-cost carriers on price. Our strength lies in the quality of our service. But passengers don’t care about service if the price difference is €50. Jaime Collins, marketing director specializing in short-haul flights, chimed in. So, we need to show them that our service is worth those €50. Victoria got up and started pacing the room. Strengthen the loyalty program, improve the in-flight meals, expand online check-in options, make flying with Asure Wings not just a point-to-point transfer, but a pleasant experience.
All of this requires investment. Wilkins looked at her skeptically. “I know.” Victoria returned to her place at the head of the table. “But I’m willing to make it. Prepare a detailed plan. Calculate how much we need. We’ll discuss it next week.” The meeting ended. The directors dispersed, leaving Victoria alone with her thoughts. She understood she was taking a risk, but standing idly by and watching the competitors take over the market wasn’t in her nature. Victoria spent the next few days in continuous meetings and negotiations.
She personally visited the company’s training center where new flight attendants were trained to ensure service standards were met. She toured the hangars where aircraft maintenance was performed. She met with food suppliers to discuss menu improvements. But one morning, while reviewing reports, Victoria stumbled upon some strange information. Several passengers were complaining about rude treatment by the crew on flights from Nissa. This was unusual. Azur had always been known for its courteous staff.
Victoria asked Sofia to gather more details. By evening, the picture had become clearer. All the complaints concerned the same crew working the Nissan-London route. Captain David Hartley. Victoria frowned. She didn’t recognize that name among the pilots. She asked the Human Resources Department to send her his file. When the file arrived, Victoria studied it carefully. David Hartley, 42 years old, 10 years of experience in civil aviation. He previously served in the air force. He joined Asure Wings 8 months ago, hired by the regional manager in Nissan.
On paper, everything seemed clean, but something alerted Victoria. She called the head of security. “Pedro, I need an additional check on one of our captains. David Harley is based in Nisa. Gather everything you can find. I want to know who I’m dealing with.” Pedro Graves, a former police officer in his fifties, agreed without question. He had worked for Victoria’s father for over ten years and was one of the few people she trusted completely. Two days later, Pedro arrived at her office with a thick folder.
