Association of Southeast Asian Nations (ASEAN) International Airports Association meeting held on 25-Feb-2010 concluded with an agreement that the Philippines will assist other countries’ airports improve their customer service programmes (Business World, 26-Feb-2010). Another commitment made after the meeting was for the drafting of a passenger service charge refund policy on forfeited tickets, with Malaysia to take the lead role in the effort. The commitment seeks to give customers a chance to refund terminal fees should they not go on the actual trip.
ASEAN collaborate on efforts to improve customer service
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Southeast Asia’s aviation market recorded healthy growth in 2016, with passenger traffic expanding faster than the global average across nearly every country in the region. Six of Southeast Asia’s 10 countries had growth in or near the double digits, led by Vietnam and Myanmar. Seven countries had growth equal to, or higher than, in 2015.
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However, overcapacity remains a long term concern, pressuring yields and profitability. The average profit margin of the Southeast Asian airline sector significantly lagged the global average in 2016, and this trend will likely continue in 2017.
India-Philippines: rapid growth, A321neo technology leads to Cebu Pacific-PAL traffic rights battle
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PAL suspended nonstop service to Delhi 2011, and one-stop services via Bangkok in 2013. The Manila-Delhi market quickly proved to be too small back in 2011 to support nonstop services, but it has since more than doubled in size, making the route more viable. New generation narrowbody technology also significantly improves the route’s prospect.
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