I’m thrilled to sit down with Katarina Railko, our esteemed hospitality expert, who brings a wealth of experience from the travel and tourism industry. With a sharp focus on customer service and a passion for entertainment and events, Katarina offers unique insights into how airlines like Greater Bay Airlines (GBA) are redefining the travel experience. In this interview, we’ll explore GBA’s innovative approaches to enhancing customer satisfaction, from complimentary inflight refreshments to thoughtfully curated meal options, as well as their mission as a low-cost carrier in the Greater Bay Area and East Asia. Let’s dive into how GBA balances affordability with quality and caters to diverse passenger needs.
How did Greater Bay Airlines come to prioritize customer experience as a key focus, and what inspired the introduction of complimentary inflight refreshments?
I think for GBA, putting customers first is at the core of their identity as a low-cost carrier. They understand that even small gestures can make a big difference in how passengers perceive their journey. The decision to offer complimentary beverages and pastries came from a desire to elevate the inflight experience without straying from their budget-friendly model. It’s about creating a sense of value—passengers feel cared for, even on shorter flights, and it sets GBA apart in a competitive market.
What goes into selecting the types of beverages and pastries offered onboard, and how do you ensure they appeal to a wide range of passengers?
Selecting inflight refreshments is a balancing act. We look at passenger demographics, cultural preferences, and even logistical factors like shelf life and ease of service. The goal is to offer something familiar yet delightful—think a comforting cup of tea or coffee paired with a light pastry that feels like a treat. We also consider feedback from travelers to tweak the selection, ensuring it resonates with both local and international tastes while keeping costs manageable.
As a low-cost airline, how does GBA maintain a high standard of service without compromising on affordability?
It’s all about smart prioritization. GBA focuses on efficiency in operations—like optimizing routes and minimizing overheads—while investing in touchpoints that matter most to passengers, like inflight comfort and friendly service. We train our staff to handle interactions with warmth and professionalism, which costs nothing but leaves a lasting impression. Additionally, partnerships with suppliers help keep refreshment costs down without sacrificing quality, ensuring we pass those savings on to the traveler.
Can you walk us through the pre-ordering process for meals and snacks with GBA, and how it enhances the passenger experience?
Absolutely. GBA allows passengers to pre-order meals and snacks up to 48 hours before departure, which is a game-changer for planning. It’s a simple process—usually done online through the booking platform or app—where travelers can browse the menu and select their preferred options. This not only ensures they get exactly what they want but also helps us manage inventory better, reducing waste. It’s a win-win that personalizes the journey and makes passengers feel in control.
What’s the story behind GBA’s diverse menu offerings, like Hong Kong Style Curry Beef Brisket or Spanish Seafood Paella?
The menu is inspired by the cultural diversity of the Greater Bay Area and the destinations GBA serves. Dishes like Hong Kong Style Curry Beef Brisket pay homage to local flavors, while something like Spanish Seafood Paella adds an international flair that excites passengers. We aim to tell a story through food, blending comfort with a sense of adventure. It’s also about variety—offering something for everyone, from hearty meals to lighter options, based on passenger feedback and culinary trends.
How does GBA address the needs of passengers with specific dietary requirements, and what kinds of special meals are available?
We take dietary needs seriously because food is such a personal part of travel. GBA offers a range of special meals, including low-sodium, diabetic-friendly, and halal options, to accommodate various health and cultural requirements. The process starts with passengers indicating their needs during booking or pre-order, and we work to ensure those meals are prepared with care. We also regularly review and update these offerings to stay aligned with evolving passenger expectations and dietary trends.
Being a smaller, agile team is often highlighted as a strength for GBA. Can you share an example of how this has allowed the airline to respond quickly to customer needs or feedback?
One great thing about being a compact team is the short decision-making chain. For instance, when passengers expressed a desire for more vegetarian options, we were able to collaborate swiftly with our catering partners to introduce dishes like stir-fried noodles with Lo-hon sauce. That kind of responsiveness isn’t always possible with larger airlines bogged down by bureaucracy. Our team’s closeness means we can pivot fast, test new ideas, and implement changes based on what travelers tell us they want.
Looking ahead, what’s your forecast for the future of low-cost carriers like GBA in enhancing customer experiences across the Greater Bay Area and East Asia?
I’m optimistic about the future. Low-cost carriers like GBA are in a unique position to redefine travel by focusing on personalized, value-driven experiences. I see them continuing to innovate with technology—think smarter apps for pre-ordering or tailored inflight offerings—while expanding routes to connect more communities in the Greater Bay Area and beyond. As competition grows, the emphasis will likely shift even more toward customer-centric touches that make affordable travel feel premium. It’s an exciting space to watch.
