Mazen Halawani, Jet Aviation's Customer Service Manager in Jeddah, came to the company through a friend's recommendation and has been with us now for over twenty years. For him, the focus of the job is all about exceeding customer expectations — a timeless commitment.
Can you describe for us your typical day in Jeddah?
No. Every day offers something different, every day is special!!
That sounds exciting. Who are your typical customers and what services do they require?
Every single person who walks through our door is a primary customer. Customers are welcomed as if they are members of the family and we attend to their every need as honored guests. We provide door-to-door service for whatever is required. This could be help with security, customs clearance, passenger services, catering or luggage transportation, etc.
Most tourism in Saudi Arabia revolves around our religious celebratory seasons during the holy months of Ramadan and the Hajj, when Muslim pilgrims from all around the world travel to Mecca. These are very busy seasons for us.
“I love nothing more than working with my team to surpass customer expectations. Whether passengers, crews, government departments, or aviation authorities, their satisfaction is my pledge”
What is the biggest challenge of the job?
There are often many sudden obstacles to overcome to ensure our customers are satisfied. Over the years, we have had many customers arrive in the Kingdom without fully understanding the rules and regulations, whether relating to visas and approvals or prohibited goods. We can help correct these misunderstandings and facilitate seamless arrivals and departures.
As we understand the local laws, customs and regulations, we are pleased to assist our customers in any way we can. We maintain excellent relations with the government and aviation authorities and have done so throughout our 40-year presence in the Kingdom. Through commitment and teamwork, we are always able to find a balance in addressing challenges while preserving our good government relations.
What do you enjoy most about your job?
I love making customers welcome, comfortable and happy, particularly if there are adversities that we must surmount. All of our staff here is fully empowered to ensure our customers' satisfaction. We would be honored to welcome you here in the Kingdom of Saudi Arabia and hope to see you soon!
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