sWIss INsIGhT

WINTER / 09

FRom EmPloyEEs TO EMPLOYEES

04 NEW uNIFORM:
TWo yEAR PRoJECT
ENDs oN hIGh NoTE
08 KAIZEN:
A bIG sTEP FoRWARD
11 INTERVIEW:
EDElWEIss AIR CEo KARl KIsTlER
12 ID TRAVEL TIP:
GoA - TRoPICAl hIDEAWAy
16 FLY THE MILE - WALK THE MILE:
lEARNING FRom EACh oThER
 STIL IST
KÄUFLICH.
Die zweite, ergänzte Auflage von «Der Dresscode» führt Sie noch detaillierter in die Welt der Männermode
ein und versteht sich als lebendiges, amüsantes und vor allem lesenswertes Nachschlagewerk zum Umgang
mit Männermode. Samt vielen Tipps, die Ihnen helfen, das Beste aus sich herauszuholen. Das Buch gibt’s für
CHF 49.90 in Ihrem Herren Globus oder unter www.herrenglobus.ch

Ende April 2010 eröffnet unsere neue Filiale am Flughafen Zürich-Kloten

 EDITORIAL

Contents
– –

Dear colleagues
I have now been working as a cabin crew member for SWISS
and Swissair for a combined total of 30 years. During this
time I have witnessed the introduction of three uniforms. In
my memory, the Colani-designed, bright yellow uniform
overcoat stands out as a highlight: From 1990 to 2003 we
travelled the globe as Swiss birds of paradise. This contrasts
sharply with the image we began conveying on 7 December
2009. My fourth and probably final uniform is completely in
line with the style of SWISS’s corporate design, both in terms
of colour and its classic yet contemporary look. As wearers
of the new uniform, we represent professionalism and con-
fidence, along with the typical SWISS values: we are stylish,
understated, contemporary. Uniform, SWISS made.
For the first time since the creation of SWISS, all employees
now wear the same uniform. I am convinced that this stand-
ardised appearance will have a positive effect on our sense
of togetherness and identification with SWISS. In addition,
our customers will also surely be pleased by our airline’s new
visual symbol.
With considerable fanfare, the new uniform was presented
to the media on 1 December in the SWISS Senator Lounge.
The responses and comments from journalists and repre-
sentatives from SWISS management and staff appear in the
cover story on the following pages.
I am honoured to wear the new uniform, which I regard as a
gesture of appreciation toward staff – especially in times like
these. I will wear it with pride and dignity. At the same time,
I am pleased to be able to add a further touch of SWISSness
on every flight, which I hope you can sense, too.
Wishing you an enjoyable festive season together with your
loved ones.
Sincerely,
Bruno Graf
Maître de Cabine / Appearance Team
Cover story
SWISS adopts a smart look with our new uniform 4
Kaizen
Over 100 Workshops down the line 8
Interview
Edelweiss Air CEO Karl Kistler on our partnership 11
ID travel tip
Goa - Hideaway in paradise 12
At work with
Our Passenger Care Center team (PCC) 15
Good to know
Fly the Mile and Walk the Mile programme at SWISS 16
Industry & politics 3
The storm in the airline industry is not yet over 19
Festive times
Tasteful recipes from emloyees to employees 20
Sons and daughters' day
Learning experience for SWISS kids 21
Snapshots
From within and around SWISS 22
Quiz & cartoon
And the winner is... 23
Picture of the month
Rio's Sugar Loaf Mountain in the early light of day 23
Ask the management
"Foreign" flight attendants on beyond Zurich routes? 24
Impressum
–
Editorial team: Jürg Dinner (publisher), Christoph Soltmannowski (editor-
in-chief), Reto Hoffmann (deputy editor-in-chief and producer), Ines
Barnetta (Corporate Communi­cations), Silvia Cappelli (Cargo), Philipp Spörli
(Cockpit Crew), Karin Müller (Cabin Crew), Florian Raff (Business
Development N&D), Albrecht Schiewe (Human Resources), Reto Waltisberg
(Marketing). Contributors to this issue: Mignon Fuchs, Franziska Garbe,
Bruno Graf, Esther Hess-Joss, Kathleen Holmgren Massari, Daniela Huber,
Ksenia Lyashenko, Nimmy Thudianplakal. Cover photo: Tom Haller. Photo
editorial: Natascha Schiller. Translators: Paul Day, Alan Millen, Jenny
Rogers. Design: Anne Rachter (NOSE). Editorial team ­contact: internal.
communications@swiss.com. Postal address: Swiss International Air Lines
Ltd., SWISS Insight, P.O.Box, CH-8058 Zurich Airport. Printed by: Vogt-Schild
Druck AG, Derendingen. Circulation: 8 500. SWISS Insight is published four
times a year.
Deadline for input for the spring issue: 19 February 2010.

SWISS INSIGHT WINTER 2009

 COVER STORY

By Ines Barnetta (Corporate Communications)

Two-year project ends on high note

swiss adopts a smart new look
–

The long wait is finally over: on 7 December, 5700 employees

began wearing their new uniforms on the job. This is the
first time in company history that SWISS has had its own
self-designed, standardised uniform for male and female
employees.

Almost exactly two years ago, the SWISS Management Board

decided that it was time to design a new uniform for SWISS
staff. During this period, the project team under the leader-
ship of Lucas Schelling and Patrick Heiz tackled the many
related issues, from design and logistics to quality consid-
erations. Both team leaders agree that the project was “ex-
ceptionally interesting but also very challenging. It was
something we both really enjoyed. The collaboration within
the project team was very good, with members from various
sectors of the company and their respective unions working
together. But now we are glad to see the project become op-
erational.”
4 Gaudenz Ambühl, Chief Operating Officer, also had
Cabin Crew members proudly present the new uniform at the media
conference (photo: Silvia De Vito Biason).
Delighted to be wearing the new uniform at last! The crew of LX 8 on
Monday morning, 7 December (photo: Reto Hoffmann).
heartfelt praise for the new uniform, describing it as “ele-
gant, but still modern and refreshing. It was a fine sight to
see the crew members in their new uniforms on 7 December.
This was an emotional moment for me, as it marks the first
time in company history that SWISS has its own standard-
ised uniform.”
For the most part, the media, too, responded positively
to the new SWISS uniform upon its unveiling and presenta-
tion at a media event held in the SWISS Senator Lounge at
the beginning of December. The new uniform generated
many positive comments but also a few critical obervations,
a reflection of how much peoples' tastes can vary.
Zurich’s Tages-Anzeiger reported the day after the pres-
entation: “The high-grade fabric, for example, a wool blend
woven especially for SWISS, along with the narrow tailoring
of the blazer and the well-fitting trousers for women are all
indicators of the uniform’s classiness.” And on the same
day, the Aargauer Zeitung remarked: “The specifications
SWISS set for the designer and manufacturer of the new uni-
form have been more than fulfilled.”
On 7 December, the members of the project team did not
pass up the opportunity to see the uniforms make their de-
but. One such location was Briefing Room 9, where Jocelyne
Stucki, Maître de cabine and member of the uniform project
team, conducted the pre-flight briefing in a visibly upbeat
mood ahead of her crew’s 12:55 departure for Chicago. (see
photo above). “On the evening before the flight, I was excited
about wearing the new uniform for the first time. I had been
looking forward to this moment with great anticipation.”
Asked what appeals to her most about the new uniform, she

SWISS INSIGHT WINTER 2009

 COVER STORY

Timelessly elegant: our flying crews are very happy with the new uniform (photo: SWISS).

answered spontaneously: “The tailoring, colour and the

combination of the various components and accessories, 5
which make the uniform a real eye-catcher.” The first flight
to feature a SWISS crew wearing the brand new uniform de-
parted Zurich for Stockholm on 7 December.
“The only thing that remains is to thank everyone in-
volved in this complex project. In particular we wish to thank
the crews for their patience in recent months, during which,
new uniform regulations
as the saying goes, the devil was often in the detail. We are
–
confident that employees and customers alike will appreci-
ate the new uniform for a long time to come.” With this com- - Effective as of 7 December 2009
ment, Patrick Heiz was able to close the project file entitled - In collaboration with representatives from cabin, cockpit
“New Uniform 2009+”. and ground staff and the relevant unions
- Now a single uniform regulation in place for SWISS ground
staff (including Swissport), cabin and cockpit personnel
- Viewable on Intranet (DMS)
- Quick Reference Guide was distributed to all cabin crew
members in conjunction with introduction of new uniform
(7 Dec.)

Main innovations
- Service shoes (i.e. shoes that can be worn after take-off
and before landing) must be closed at the toe and heel and
have a slightly lower heel than the regular uniform shoes.
- Pantyhose or knee-length stockings must be black or flesh-
coloured.
- Hair which if worn loose would extend over the jacket collar
must be pinned up or tied in a plait or ponytail (tied at the
bottom end, too).
- Cases must be dark in colour or aluminium. After a tran-
sitional period, the length of which is still to be defined,
multicoloured and brightly coloured cases will no longer
Practical for working life: the new uniform has been designed for
maximum wearer comfort (photo: SWISS). be allowed.

SWISS INSIGHT WINTER 2009

 COVER STORY
By Nimmy Thudianplakal (Internal Communications)
What does the new uniform mean to you?
Voices and views
–
Christoph mächler
Airbus Commander
“The most important aspect for me is that the trouser legs
are long enough and weather resistant. For jobs that in-
volve sitting for long periods, the trousers can soon become
threadbare. For this reason the quality of the material is
important. But it should also be emphasised that custom-
ers remain our number one priority and therefore the qual-
ity of our services must be continuously improved. More
resources should be invested directly in employees and not
only in formal things!”
6
Gabriela good
Cabin crew member
“I am really looking forward to wearing this uniform.
Following the creation of SWISS in March 2002, female
staff continued to wear Crossair uniforms. It’s a good
feeling to finally have our own uniform. The new,
fashionable style of the uniform is a symbol of a new era.
Resources are being invested not only in aircraft and
lounges but also in staff. As an employee this fosters
renewed confidence, even during a period when the
focus is on cutting costs and saving money.”
stefan vasic
team member
line Office
“The uniform means a lot to me. Its function is more
than practical. I wear it as a form of identification and
also a means of expressing my loyalty toward the
company. The new uniform is completely tailored to
one’s individual needs. I think the new look, design and
quality will ensure that the new uniform is a great
success among employees and customers alike.”
SWISS INSIGHT SUMMER 2009
Maria Michailidis
receptionist,
head office kloten
"The introduction of the new uniform is a milestone for
SWISS and its employees. It is both a SWISS product and
a symbol of the brand. For me, it brings our corporate
identity and our professional spirit together. It is a good
match for the image of SWISS. I'm proud to wear it."
thomas brühwiler
maître de cabine
“The change of uniform does not make a great differ-
ence for me. Clothing is external; it doesn’t change the
person wearing it. For me, the uniform is work attire
that should combine functionality with a fashionable
appearance. Quality is the top priority in my view. As
cabin crew members we deal daily with situations that
are hard on a uniform. Our work wear has various
'constant enemies', such as salad dressing, coffee and
corners and edges. The demands placed on a uniform
are considerable . A good blend of chic and trendy plus a
high level of durability and functionality would be
ideal.”
nadin niggli
customer service manager
swissport
“I am delighted that we Swissport employees have been
given the new uniform to wear. The colour is fresh and the
design is contemporary. It is understated but still special
and I feel good wearing it. Although I am employed by
Swissport, I can certainly identify with this new work outfit.
A standard uniform for all strengthens our sense of togeth-
erness, and for passengers it is a recognisable visual sym-
bol.”
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Jetzt
bestellen!
Der Kuoni Geschenk-
gutschein über
50, 100 oder 250 CHF. *

Sehnsucht schenken.

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SWISS INSIGHT WINTER 2009
 KAIZEN

By Christoph Soltmannowski (Internal Communications)

After more thAn 100 workshops

kaizen is still gaining momentum
–

Kaizen workshops are all about small steps to continual im-

provement. After three and a half years and over 100 work-
shops, the results show that SWISS has taken a big step for-
ward and energy is still going strong.

Summing up at the celebration to mark the 100th and 101st

workshop, the Kaizen team reported very encouraging re-
sults. All in all, savings of 17million Swiss francs have been
achieved for 2009. “Kaizen is much more than a savings pro-
gramme – lower costs are only part of the improvements,
streamlining and process optimisations are also achieved
through Kaizen. There are examples at all levels: simplified
aircraft turnaround procedures, changes to routes for pas-
sengers in transit (altered with the introduction of Schengen
rules) achieved with no increase in transit times, improve-
ments to complaint management in Cargo and calculation
of fuel consumption on Atlantic routes. All that, and more,
has been reviewed in the Kaizen workshops, delivering a
8 leaner organisation and more intelligent interlinking.
Sergio pulitano
airbus first officer
“The best thing about our Flight Planning workshop was
that decision makers from the relevant departments
were present, and had time enough to consider the
problems and solutions in sufficient depth. Ideas and
solutions were discussed in detail, and some have
already been implemented. In 'real life', outside the
Kaizen workshops, time is often too short for this.”
Donna Vertullo,
Manager Feedback
Management, new york
“Kaizen is both intensely difficult and rewarding. Our
workshop focused on two issues: reducing interventions
by our Baggage Services team to save costs, and acceler-
ating customer response times in Feedback Manage-
ment by 25%. We have achieved both. Other benefits
include more effective work routines, cost savings and,
most importantly, better customer service.”
The SWISS Kaizen team (from left): Rolf Fischbacher, Patrick Heiz,
Deborah Bard, Reto von Atzigen, Markus Wolff and Thomas Brandt,
who is leaving the team (photo: Reto Hoffmann).
“It took a lot of energy and convincing to launch Kaizen”,
recalls Thomas Brandt, thinking back to the initial phase.
Brandt feels there is more growth ahead: “Here at SWISS,
Kaizen is verging on its teenage years. We still have a long
way to go until it comes of age, but I’m confident that the
Kaizen team and workshop participants will achieve further
excellent results in the future, generating considerable com-
petitive advantages for SWISS. The benefits yet to come will
not merely add up to a total.”
800 employees have actively contributed to the success
of the programme – as well as 350 external colleagues from
35 companies. In Thomas Brandt’s view, this high level of
participation is a key success factor: “Kaizen has delivered
more than savings and process improvements – it has also
brought us closer together.”
Brandt points out that Kaizen is a thought provoking phi-
losophy, not a ready-made formula: “The idea behind Kaizen
Felix Rodel
Head of global key
accounts & Business sales
“Our Kaizen Corporate Contracting workshop was
aimed at achieving process time reductions, closing
more sales deals and improving customer satisfaction.
These goals were all met. Kaizen empowers and chal-
lenges teams to regularly question and review the way
they do business. This, to me, is a key benefit, and one
which helps us manage change effectively.”

SWISS INSIGHT WINTER 2009


Anita Riva, Head of Flight Dispatch&Operations presented the findings from an analysis of the flight dispatch process at the 100th workshop
(photo: Christoph Soltmannowski).
is not to dictate what people should do, but rather use their
know-how to steer them in the right direction, and encour-
age personal initiatives which can then be developed during
the workshops. It helps people make connections”. Thomas
Brandt will be leaving SWISS at the end of 2009 to take on a
new challenge with Swiss Federal Railways. “I would like to
thank the excellent Kaizen team at SWISS for their hard work
and the Management Board for their far-sightedness and
unreserved commitment in supporting the roll-out”, he con-
cludes.
The new Kaizen Operational Lead is Reto von Atzigen,
who is now busy selecting the main topics for 2010. “We have
some Technics workshops planned since there have been
none for the past two years due to the reorganisation and
setting up of Lufthansa Technics Switzerland. We will also
be turning our attention to checks on supplier invoices, par-
ticularly in Inflight and Ground Services, and planning about
50 workshops for 2010 - throughout the entire company.”
SWISS CEO Harry Hohmeister is convinced that Kaizen
has yet to reach its full potential. “Kaizen is a philosophy,
and a philosophy is like a plant: it has to dig down, get estab-
matthias hüttner
Manager,
ground services
“I’ve taken part in approximately 25 Kaizen workshops,
and been in charge of a few as Kaizen leader. At Ground
Services, many of the team members come from our
handling partners or infrastructure providers. Kaizen
has become the joint approach to minimise interface
issues, increase process efficiency and optimise our
product.”
KAIZEN
lished and do some growing first. You have to invest time
and nurturing before that plant starts to look really nice. If
we can anchor Kaizen as a corporate philosophy, we will suc-
ceed in differentiating ourselves from others - by being bet-
ter, above all”, he commented at the celebration to mark the 9
100th workshop at the end of October.
thomas Hediger
Head of it governance
“The workshop I attended in May was my first contact
with Kaizen. I was sceptical initially, because we use
project methods to manage complex IT assignments.
After a while, I found myself warming to the Kaizen
philosophy. I like the way it is implemented at SWISS
with full management support. Kaizen delivers immedi-
ate results instead of focusing on large, labour intensive
improvements.”
Bernd Maresch
Head of Cargo marketing
& strategy
“I have seen the results of our workshops here at SWISS
World Cargo and believe in the method. Kaizen is a daily
activity aimed at more than improvement. It also has a
humanising impact on the workplace: it reduces stress,
gives guidance on implementing change and teaches
people to recognise and eliminate wasteful business
processes.”
SWISS INSIGHT WINTER 2009
SWISS employee service
Benefit from attractive reductions in premiums and
personal advice on insurance and pension matters.
Come and pay us a visit!

Your advice centres at Zurich Airport:

Obstgartenstrasse 25 next to the staff restaurant

Monday & Wednesday 9 am - 4 pm
Tuesday, Thursday & Friday 9 am - noon
2 pm - 4 pm

Flight Operation Center 1 Office D1 0-218

Monday - Friday 9 am - 5 pm

Phone (internal) 42424

E-mail swiss@nationalesuisse.ch

Consultations can be arranged at EuroAirport Basel-Mulhouse-

Freiburg and at Geneva, Lugano-Agno and Bern-Belp Airports.

Further information about our services is provided on the SWISS

intranet.
 INTERVIEW

By Florian Raff (Head of Business Development N&D)

Edelweiss Air CEO Karl Kistler

“the partnership is a genuine win-win”
–
Just over a year has passed since SWISS acquired holiday
airline Edelweiss Air from tour operator Kuoni, thereby
forming a strategic partnership. Edelweiss Air has since op-
erated as an independent airline complementing the SWISS
route network. We asked Edelweiss Air CEO Karl Kistler how
well the partnership had developed in its first year.

SWISS Insight: What has changed for Edelweiss Air since

becoming part of the SWISS constellation?
Karl Kistler: Edelweiss Air has been a SWISS affiliate
since 1 November 2008. But we remain an independent
airline with our own commercial responsibilities. Kuoni,
to which Edelweiss previously belonged, is now an Edel-
weiss customer, as are the other tour operators. Within
the framework of the new ownership set-up, the business
model has also been modified to create new opportuni-
ties for us. Since the end of last year, Edelweiss has been
marketing individual seats directly to customers through
the SWISS reservations system and benefitting from the
strength of a network carrier. Such sales now account for
15 to 18 per cent of our total revenue.
In addition, together with SWISS we have been able to
exploit synergies that represent a genuine win-win for
both parties. One example is the optimisation of aircraft
capacity. In order to cover the increased weekend de-
mand in the leisure segment and at the same time mini-
mise the risk, we now have the option of leasing in SWISS
aircraft on such days.
SWISS Insight: How do you market your cargo capacity?
Kistler: Up until recently we sold our belly capacity our-
selves through a general sales agent. But since the start
of the winter timetable period on 25 October, our cargo
capacity on long-haul routes is being marketed by Swiss
WorldCargo. This arrangement benefits both us and our
customers as both parties can now take advantage of the
global distribution network and expertise of Swiss
WorldCargo. This line of business has since developed
very favourably.
SWISS Insight: Edelweiss Air is very popular with its custom-
ers. Your airline ranked an impressive third behind Emir-
ates and Singapore in the Travel Star Award 2009 long-haul
category. What are the keys to Edelweiss’s success?
Kistler: The decisive aspect for me is the human factor,
how our people interact, both on an internal level as well
with our passengers. Being appreciated is an important
thing for all people. And precisely this is the basis of the
philosophy that determines our corporate culture. Our
goal is to make our employees and customers feel good.
We accomplish this with our 'little extra' strategy. We al-
11
Edelweiss Air CEO Karl Kistler: “Our ‘little extra’ strategy is the secret
of our success” (photo: Reto Hoffmann).
ways offer our customers a little extra something on
board, such as a newspaper in Economy Class as well as
in Business, or we serve a meal of bratwurst with rösti on
the homebound flight from the Caribbean. That’s some-
thing Swiss people really appreciate and lies at the heart
of our success.
SWISS Insight: Ryanair is pulling out of Basel in December.
Does that create an opportunity for Edelweiss Air? Do you
also have plans for Geneva?
Kistler: Never say never. Of course we would like to grow.
But our top objective is to run our business at a profit. If
opportunities arise in Basel or Geneva we will study them
closely. But we cannot afford to let success make us care-
less and cause us to take too many chances.
Making individual seats directly available to the custom-
er creates new opportunities. We will take advantage of
these opportunities as long as they are profitable. In ad-
dition, we are considering expansion in the long-haul
sector now that Belair has completely withdrawn from
this field of business.
SWISS Insight: What is your favourite destination within the
Edelweiss Air route network?
Kistler: I really enjoy visiting the Maldives. Phuket also
has some beautiful areas, and the Caribbean is excep-
tionally attractive. With a holiday airline you are spoilt
for choice!

SWISS INSIGHT WINTER 2009

 ID TRAVEL TIP

By Ksenia Lyashenko (Swiss WorldCargo Russia)

Goa now an edelweiss destination

palm trees sway and dolphins play
–

Secluded beaches, colourful markets, spicy food, Ayurveda
treatments and dolphin-watching boat trips. All that, and
much more besides. Goa, in southern India, is a holiday
paradise, and perfect for total relaxation. Swiss WorldCargo
employee Ksenia Lyashenko visited the dream destination
recently. Here is her travel report.
Nature is big and beautiful in Goa! The coastline is very var-
ied, starting out with long, flat sandy stretches in Calangut,
where there are no hills, just sand dunes and wind, and fin-
ishing with small rocky beaches (white sand, still) in Vaga-
tor, for example. I remember palm trees, wild fields and
small rivers.
I took an excursion to Arvalem Waterfalls and a spice
farm, both to the east of Panaji. The special bus took us to
the waterfalls, from where we rode a jeep into the mountains
for an encounter with monkeys and a swim in the freezing
12
goa: some USEFUL INFORMATION
–
Travelling to Goa
Edelweiss will fly from Zurich non-stop to Goa every Sunday
from 1 November 2009 to 2 May 2010. The return flight,
via Male to Zurich, also departs Sundays. You can also fly
to this Indian holiday paradise with SWISS via Mumbai and
a domestic flight to Dabolim. A train service also operates
between Mumbai and Goa.
Staying in Goa
Shanu Holiday Home - Clean, comfortable accommoda-
tion hidden away on the beach between Candolim and Ca-
langute. Sea view. (www.shanu.in)
Villa Rivercat - Artist’s villa with suites. Situated be-
tween ocean and river, Villa Rivercat nestles behind the
sand dunes of the sleepy Goan fishing village of Mandrem.
(www.villarivercat.com)
Hotel Bhakti Kutir - 22 back-to-nature cabanas, no two
alike, fashioned from local materials such as rice straw,
bamboo and mud.
(www.bhaktikutir.com)
cold water of the small lake into which the waterfalls cas-
caded – wonderfully invigorating after temperatures in ex-
cess of 40°C!
I also visited a big market in Anjuna. There were two
parts, Indian and European. The Indian part was quite cha-
otic and cheap, mostly clothing and household things. With
the rock-bottom prices (USD 2-3 per item), it makes sense to
travel light and buy your whole summer wardrobe in Goa.
The spice farm was fascinating: now I know what banana
and papaya trees look like. Intrepid visitors may try climbing
the coconut tree wearing special robes for leg protection or,
if brave enough, taste a red hot chilly pepper freshly picked
straight off the bush.
Transport is easy in Goa: this is the only state in India
where a tourist can hire a scooter without a licence. Everyone
travels by scooter, it is easily the most popular way to get
around.
What really struck me most was the real sense of joy and
openness I saw. People are genuinely friendly - so different
to my experience of big cities. Goa is a magnet for artists, free
spirits and creativity, and these people give the region its re-
laxed atmosphere. I went to a small show of comedy, singing
and fire-handling performed by European artists who spend
part of every year in Goa.
A medicinal Ayurvedic massage is a must-do. Head for
the Ayurvedic Centre in Calangute, which claims to cure
every irregularity of the touristic body in days.
Last, but not least, the food: delicious, spicy and very
cheap. We spent around USD 10 per day for three meals.
Sometimes we got even more for our money, especially when
we ate at road restaurants off the tourist track. We loved

Eating & Drinking in Goa

Lila Café - Café at Baga Creek run by a German couple.
Great breakfasts! (www.lilacafegoa.com)

Fishland - Popular fresh fish and seafood restaurant on the

You’ll find stands serving cool drinks made from exotic fruits on every
main road near Baga. street corner (photo: Ksenia Lyashenko).

SWISS INSIGHT WINTER 2009


Goa is perhaps best known for its unspoilt scenery: as well as the lush tropical forests and waterfalls in the hinterland, there are plenty of sandy
beaches off the beaten track, in Vagator, for example (photos: Ksenia Lyashenko).
Fishland, a small café near Baga serving the freshest fish and
seafood, cooked not too spicy, just the way we like it. Goan
cuisine is typically hotter than Indian food in the north. The
most popular dishes are biriyani with chicken or fish, curry,
pulao (rice with vegetables and meat), and chourisso, a deli-
cious Goan sausage. Careful, very spicy!
Having sampled wonderful Goa, I fully understand why
people come here and end up staying much longer than they
planned.
Standby travel now available on
Edelweiss flights
–
Our subsidiary, Edelweiss, operates flights to numerous
attractive holiday destinations. To date, firmly booked ID
tickets have been available in Economy class on all Edelweiss/
SWISS codeshare flights, but only in limited numbers.
From 1 January 2010, the ID offer will be extended to all ID
categories (except cadre flights) in Economy or Business
Class, on LX terms.
Standby tickets will therefore be available on all codeshare
flights with flight numbers LX8000 -8499. Please note that
the number of available seats will still be limited.
When planning your trip, please note that certain Edelweiss
destinations are only served once a week. If you are travel-
ling standby, that means you should always have alterna-
tive routings as a fallback option in case there are no seats
available on your return flight. Please remember there is no
support for ID travellers at external stations, so ticket ar-
rangements must be made ahead of your trip.
ID TRAVEL TIP
Gaël devin
sales representative swiss
world Cargo, france
13
I spent much of my holidays in Goa enjoying the beautiful
beaches at Vagator, Anjuna, Palolem, Candolim, Calang-
oute and Bage, to name but a few. You should also make
time for the festive atmosphere of the colourful Wednes-
day market in Anjuna. After that, you might want to relax
with an Ayurvedic massage: a typical session will include
two hours of massage, a consultation with the doctor, yoga
and a vegetarian lunch. Goa also boasts some marvellous
churches - a legacy of the Portuguese colonisation.
michael nold
quality assurance ground
services, switzerland
I loved the relaxed atmosphere of Goa, and was surprised at
how green everything is, compared to other parts of India
I’ve seen. We were only really looking to spend a few days
relaxing on the beach, but Goa has so much more to offer.
The easiest way to get around is by scooter, you can rent one
anywhere. Great if you want to head off to one of those idyl-
lic sandy bays off the beaten track! A dolphin-watching boat
trip is another fabulous experience: they gather to play
where the Chapora River flows out into the sea. The night
flea markets at Baga Beach (Saturdays) are fun, too, along
with the Wednesday market in Anjuna, selling clothes and
other articles.
SWISS INSIGHT WINTER 2009
 Gesamtplanung

Beratung

Facility Management

Interior Design

Energieoptimierung
Avireal AG
Balz Zimmermann-Strasse 7
CH-8302 Kloten
Telefon +41 42 812 88 44
Fax +41 42 812 90 20
info@avireal.com
www.avireal.com

Praxisgemeinschaft für Kieferorthopädie

RABATTAKTION 30%
für SWISS Mitarbeiter und Familienangehörige
Special offer for staff members and relatives
Leistungen Was ist dass ? Normalpreis Rabatt Sonderpreis Bemerkungen
Dentalhygiene Saubere Zähne: 100 CHF 30% 70 CHF auch Randzeiten und
Professionelle Zahnreinigung durch Samstags.
eidg. dipl. Prophylaxeassistentin.
Bleaching Weisse Zähne: 600 CHF 30% 420 CHF incl. 1x Dentalhygienesitzung
Zahnaufhellungsverfahren mittels Sie erhalten ein Set mit Schie-
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Anmeldungen und Auskunft 052 347 00 88 oder info@kfo-effretikon.ch.

 at work with

By Franziska Garbe (Internal Communications)

our Passenger care center team (PCC)

finding solutions for tricky situations
–

Be it a delay, a cancellation or an aircraft change: an irregu-

larity in our flight operations will never go down too well
with the travellers it affects. We maintain a 17-member Pas-
senger Care Center (PCC) at our Zurich Operations Center
24 hours a day to keep these customers informed and offer
them further assistance.

“Our team is formally divided into two groups,” Marcus

Bartsch, one of the two team leaders, explains. “One group
is primarily responsible for dealing with irregularities in our
flight operations, and is also the prime point of contact for
our crews, airport partners and all SWISS units that deal with
our customers; in this way the PCC’s like a helpdesk”.
The other part of the PCC team focuses on looking after
our top customers, who are personally contacted by the PCC
in case of irregularities.
“Having said that, we’re all well versed in what we’re do-
ing and we’ll always support each other – even as far as work-
ing someone’s shift for them or stepping up in an emergen-
cy”, Marcus further explains. When irregularities come in
multiples – on bad-weather days, like this year’s 30 Novem-
ber, for instance – the PCC is a very hectic place, with every-
one trying to get through all the many process steps in the
short time available.
"The PCC is like a helpdesk,
the prime point of contact"
Let’s take a concrete example: flight LX288 from Zurich
to Johannesburg. Once it’s arrived, the aircraft spends ten
hours on the ground before its flight back to Zurich. In view
of this, if there are technical problems within our longhaul
fleet, the A340 of LX288 is one possible candidate for aircraft
change and later takeoff. “There’s not much chance that a
delay to the southbound flight will have a knock-on effect on
the return leg,” Marcus Bartsch explains. There’s also little
risk that many passengers will miss their connections: as
Marcus shows by scrolling down the passenger list, most of
them have Johannesburg as their final destination. Ulti-
mately, though, it’s Operations Control that decides (in con-
sultation with the PCC) what flights should have their depar-
tures postponed to ensure that any irregularities are
absorbed as effectively as possible within our network.
Once it’s clear that LX 288’s departure will be delayed,
the PCC will pass this information on to a global network of
call centres, each of which is responsible for customers in
particular countries. The centres will call any customers af-
fected and inform them about the change of departure time
and possible compensation arrangements such as meal or
15
PCC team leader Marcus Bartsch (second from left) with some of his
team. From left: Anita Aleksic, Aino Bolliger and Andreas Knauth
(photo: Franziska Garbe).
hotel vouchers. “Top customers like our First Class travel-
lers, HON Circle members and selected Senators we call per-
sonally,” Marcus Bartsch adds. “We explain what’s hap-
pened and why, and apologise for the inconvenience. Once
we’ve done this, we’ll work with them to find the best alter-
natives.”
"Most people appreciate being in-
formed promptly and personally"
Some 80 per cent of our top customers are personally in-
formed about irregularities in this way by the PCC; the rest
unfortunately haven’t left a phone number or e-mail. Our
call centres, meanwhile, reach about half the people booked
on a flight. Those they don’t reach will find out when they
arrive at the airport: to be on the safe side, the PCC will have
informed all our ground stations affected.
“The customer may still feel some inconvenience,” Mar-
cus Bartsch concedes, “but most people appreciate being
informed promptly, personally and in detail.” It’s a custom-
er service that clearly gives Marcus a lot of satisfaction, too.
“Our job at the PCC is to make sure that even if they suffer
the occasional disruption to their plans, our customers will
still come back to SWISS for their air travel needs,” he con-
cludes.

SWISS INSIGHT WINTER 2009

 GOOD TO KNOW
By Karin Müller (Crew Communications) and Reto Hoffmann (Internal Communications)
Fly the mile and walk the mile
learning what colleagues do all day...
–
“Fly the Mile” is no frequent-flyer programme, but an inno-
vative in-house scheme designed to give our management
staff a taste of what working life is like as a member of our
flying crews. Participating managers accompany and work
alongside our crews during a day on their rotation. “Fly the
Mile” has proved so successful that a new “Walk the Mile”
was launched this autumn.
The goal of both programmes is to give participants a better
understanding of what colleagues in the air and on the
ground do, and to promote a better understanding of their
work.
A “Fly the Mile” day begins the same way for a member of
the management as it does for every cabin crew member -
with a briefing at the Operations Center. During the actual
flight, he or she works alongside crew colleagues in the cab-
in or galley, observing at first hand how they deal with the
many challenges which inevitably arise on board.
16 By now, close to 100 managers had participated in the
“Fly the Mile” programme. Those on board have included:
CFO Marcel Klaus, Antonio Schulthess (Head of Human Re-
sources), Head of Cargo Oliver Evans, Markus Binkert (Head
CEO Harry Hohmeister sets to work serving hot meals in Economy
Class on his "Fly the Mile" day (photo: SWISS).
SWISS INSIGHT WINTER 2009
Maîtres de cabine Juliane Dreysse (left) and Jolanda Suter find out
from editor Reto Hoffmann how SWISS Insight is created
(photo: Franziska Garbe).
of Product & Services) and Reto Schmid (General Counsel &
Head External Affairs).
Harry Hohmeister, our CEO, took up the challenge with
great pleasure at the end of October, when he looked after
our guests in Economy on flight LX 14 to New York. “I really
enjoyed both the excellent team work and the direct contact
with SWISS customers. This first-hand experience showed
me the effort and organisation required to keep all our pas-
sengers happy”, he pointed out.
There was further positive feedback from other “Fly the
Mile” graduates. General Counsel Reto Schmid, for exam-
ple, who worked on a flight from Geneva to Moscow, com-
mented: “I’m impressed by our highly motivated cabin crew,
by their professionalism, and the team spirit they display in
the task of representing our product to our customers - in
conditions which are not always easy.” He finished his day
by promising Maître de Cabine Susanne Gygax that he would
never again try to clear away a tray into a trolley slot already
bursting with four other trays...
Our crews are also enthusiastic about the “Fly the Mile”
programme. “I was delighted to have a member of the
ground staff on board, especially someone who was inter-
ested in what we do, and keen to get involved”, says M/C
Christiana Roth, who instructed Manuel Meier (Economic
Ground Services) on his “Fly the Mile” mission.
“Fly the Mile” has been so successful that it has led to a
sister programme, “Walk the Mile”, was launched this au-
tumn. So now it is the turn of Maître de Cabines and Flight
Attendants with instructor status to see what office life is
like. In the first phase, programme participants may choose

Michèle Reifenberg unveils the ‘secrets’ of Revenue Management and Pricing to two of our Maîtres de Cabine, Bruno Eichenberger (left) and
Fabrice Wisler (photo: Reto Hoffmann).
to spend a day in one of five areas of corporate operations,
gaining a better understanding of what their colleagues on
the ground do. Those areas are: “Corporate Communica-
tions” and “Marketing”, “Revenue Management”, “Pricing”,
“Distribution & Sales” and “Product Management”. The goal
of the “Walk the Mile” programme is to promote a better ex-
change of information between ground and flying staff. This
will in turn help participants with their management role.
Forty-two MCs have completed the “Walk the Mile” pro-
gramme thus far: twenty-six women and sixteen men.
– facts & figures
Opportunity to acquire more
know-how
Both visitors and visited are enthusiastic about the pro-
gramme. Maître de Cabine Fabrice Wisler says it was an op-
portunity to acquire more know-how, and that this can al-
ways turn out useful in dealing with passengers and crew
members. Not forgetting the curiosity factor of seeing what
goes on behind office desks. Fabrice opted to spend his day
with Revenue Management and Pricing, Distribution &
Sales: “I was amazed by the complexity of the systems, and
the work that goes into steering prices to optimum effect”.
Maître de Cabine Sandra Dubach spent her day with
Product Management. Her day brought an opportunity to
see how a new in-flight meal is planned: from the initial idea
through to the final in-flight presentation. She also took part
in the weekly tasting session at Gate Gourmet.
Maître de Cabine Stefan Huber joined the Product team
on his “Walk the Mile” day, and was very enthusiastic about
what he saw: “ Now I know my office colleagues don’t spend
all day at the computer or on the phone”, he says with a grin.
“Everyone is out there, doing what they can to promote our
product and keep our customers happy”.
Our “Walk the Mile” instructors visibly enjoy showing
their flying colleagues exactly what they do at work. “There’s
a nice connection between our flying colleagues and us”,
explains Michèle Reifenberg of Revenue Management,
GOOD TO KNOW
“from 340 days before departure we steer the mix, and in
part, the number, of passengers who actually come into con-
tact with our cabin colleagues on departure day. So I’m sure
they find it interesting to know what methods we use. I enjoy
sharing my know-how, so the programme is fun.”
Both “Fly the mile” and “Walk the Mile” programmes
will be repeated next year. Please refer to the boxes on this
page for further information on how to participate.
17
–
"Fly the Mile"
- Launched: January 2009
- Target groups: top management (Levels 1 & 2), to be oc-
casionally extended to mid-management (Level 3) and key
interfaces such as Crew Dispo, Crew Planning, HR Service
Line, Product, People Development (Level 4)
- Participation: voluntary, with line manager’s agreement
- Goals: - Familiarisation with our service procedures
- Bonding between management and cabin crew
- Choice of short-haul or medium-haul rotation
- Registration: with OK (Ursula Frick) after obtaining line
manager’s approval
"Walk the Mile"
- Launched: Autumn 2009, following the success of
“Fly the Mile”
- Target groups: M/Cs (2010 to be extended to FC/FCG,
FA3 & FA2 with instructor activity)
- Participation: voluntary
- Goal: - Improve knowledge transfer between SWISS
Headquarter and flying personnel
- Choice of following departments:
- Corporate Communications and Marketing
- Revenue Management, Pricing, Distribution & Sales
- Product Management
- Registration: via registration form (on CrewLink or in MC
Briefing Room)
SWISS INSIGHT WINTER 2009
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 INDUSTRY & POLITICS

By Ines Barnetta (Corporate Communications)

IATa forecast hope amid the Gloom

Capacity utilisation improves, yields lower
–

Worldwide demand in the air transport industry increased

again, slightly, in October, and is now just above the level
recorded in October 2008. We have also seen an improve-
ment in capacity utilisation. At 78.0 % in the passenger sec-
tor and 54.8 % in the cargo business, results are back to what
they were before the crisis took hold. But at what price?

The IATA, the industry organisation, reports that ticket pric-

es have fallen by over 20%, which obviously impacts nega-
tively on operating revenues and profit – particularly if air-
lines fail to cut costs within a reasonable timeframe. But
capacity could be improved with careful management, com-
ments the IATA .

– The outlook in the air transport industry is still stormy: no one knows
European airlines lag behind the
industry
Surprisingly, performance by the European airlines has
been weak. Compared to airlines in other regions (see dia-
gram), their recovery lagged behind on the demand side.
Worse, demand fell by 3.0% on the same month last year.
That is a higher shortfall than on any other continent. The
Middle East carriers made enormous gains (14.3%); in con-
trast to airlines in other regions, they are actually increasing
capacity. Emirates, for example, maintains its current level
of 53 A380, 70 A350 and 23 Boeing 777 orders and may even
add to the order 30 A350 and 30 A330 superjets yet to be de-
livered, as the Neue Zürcher Zeitung reported on 10 Decem-
ber. Other airlines are attempting to gain a little breathing
space by arranging delayed deliveries.
For 2009, European airlines are expected to carry 22 mil-
lion fewer passengers than in 2008, with proportionately the
20
15
10
Δ % Oct. 09 vs Oct. 08
exactly when the airlines will really get off the ground again
(photo: archive SWISS).
greatest loss coming in the premium-fare segment, and post 19
an operating loss of € 2.9 billion, 50% greater than the previ-
ous highest-ever loss figure, in 2001, reports the Association
of European Airlines (AEA). During the course of the year,
some 35,000 jobs within AEA airlines will have been lost,
which corresponds to five times the size of the SWISS work-
force. Another 60 000 jobs which depend indirectly on air-
lines will have been eliminated as well. “The dimensions of
this downturn are unprecedented, said the AEA Chairman.
“In the past 35 years we have not seen such devastation of
value. And we will not return to ‘normal’ again; the consum-
ers are changing their expectations, and this will continue."
–
no recovery in sight
For the first time after a year-long recession, Switzerland
reported a return to growth in GDP (up 0.3% on the same
quarter of the previous year). But will that be enough to re-

launch demand in the air travel sector - an industry regarded

5
as cyclic, i.e. driven by trends in the economy as a whole? In
0
reality, the aviation industry is unlikely to recover quite so
-5 quickly as there are structural problems to overcome. This
-10 means airlines must do their homework: trim excess capac-
-15
ity, slim down cost structures and get involved in political
world Europe Asia North Middle Latin Africa lobbying, e.g. for a Single European Sky. IATA feels it will
wide Pacific America East America
take years before the air transport industry makes a full re-
Revenue passenger-kilometres Cargo tonne-kilometres covery: a glance at revenues for the industry as a whole re-
veals the extent of the problem: revenues totalled USD 535
The industry situation measured in terms of revenue passenger-kilo- billion in 2008, but are expected to fall by 15%, or USD 80
metres and cargo tonne-kilometres in October (source: IATA). billion, in 2009.

SWISS INSIGHT WINTER 2009

 FESTIVE TIMES
Compiled by Nimmy Thudianplakal (Internal Communications)
tasteful tips
Festive recipes for
family and friends
–
SWISS employees will be busy this festive season serving up
special drinks, Christmas cookies, delicious appetisers and
mouthwatering menus. Read on to find out their favourite
recipes for those magical last few days of the year: tradition-
al specialities, regional delicacies and lots of ‘secret’ tips,
too.
– Instructions:
White tomato mousse with salad
bouquet
Appetiser suggested by Esther Hess-Joss, First Officer
Ingredients:
10 medium-size tomatoes, a dash of Tabasco, 1 clove of
garlic, salt, pepper. Per dl of juice: 1 sheet of gelatin soaked
in cold water until soft , 50g whipped cream. For the salad
bouquet: 4 bouquets of green salad, 12 cherry tomatoes, cut
20 in half, 4 chervil leaves. For the vinaigrette: 2 tbsp. olive oil
“extra vergine”, 1 tablespoon. balsamic vinegar, salt and
pepper (mix all ingredients).
Instructions:
Cut the tops off the tomatoes and hollow out. Purée the
tomato flesh with the garlic clove(s) and season to taste with
Tabasco, salt and pepper. Put the purée through a cloth
strainer and allow to stand for a couple of hours. Collect the
white juice, measure volume, heat and dissolve the gelatin
in the juice. Allow to stand; as soon as the juice starts to gel,
blend in the whipped cream. Transfer the mousse to 4 small
cups and refrigerate.
Garnishing: fried tomato skin
To serve:
Place cup on flat plate and decorate with tomato skin.
Arrange salad bouquet next to cup, drizzle with vinaigrette
and garnish with chervil leaves.
– Heat while stirring regularly. Remove from heat just be-
Oven cooked swedish christmas
ham
Main course suggested by Kathleen Holmgren Massari,
Ground Staff Training
Ingredients:
1 salt-cured fresh ham, 3-4 kilograms, water, some on-
ions, cloves, 1 carrot
Instructions:
Preheat oven to 100°C (200°F), insert an oven thermom-
eter into the thickest part of the ham, peel some onions and
SWISS INSIGHT WINTER 2009
insert cloves into the onions, cut the carrot into small pieces,
put the ham in a large ovenproof pot together with the veg-
etables, pour cold water over ham, leave it in the oven until
the thermometer shows 75°C (167°F), allow the ham to cool
in the liquid.
Glaze:
2 egg yolks, 2 tablespoons potato starch, 1 dl mustard
Heat the oven to 225°C (450°F), remove the rind care-
fully and place the ham on a roasting pan, stir together the
egg yolks, potato starch and mustard, brush the top of the
ham with the glaze mixture, sprinkle bread crumbs over
glaze mixture, bake in the oven until the glaze turns golden
brown, about 10 minutes, decorate with cloves inserted into
the top of the ham in a pattern. Best served with mashed po-
tatoes.
–
grandma's delicious orange
pudding
Dessert, suggested by Mignon Fuchs, MC Intercontinental/
Instructor SAT.
Ingredients:
5 oranges, 1 lemon, 6 leaves of gelatin for half a litre of
juice, 3 dl cream, sugar (makes 4 -5 portions).
Instructions:
Squeeze the juice out of the 5 oranges and the lemon-
Place the grated peel from one orange and half a lemon in a
cup and mix with 3 tablespoons. of juice. Put through a fine
sieve and add to the rest of the juice. (Never add the peel di-
rect to the juice).
Cut up 6 leaves of gelatin and soften in cold water. Press
out, then place in a pan and heat slowly with 2-3 tablespoons.
of water.
fore the mixture boils and mix in a little juice using a whisk.
Then add to the remaining juice and add sugar to taste. Al-
low the juice to cool (about 45 min.) until it starts to form a
gel. Then whip 3 dl of cream and fold in carefully. Place in
the fridge to set (about 2 hours).
Either transfer to small bowls (before the mix is left to
set) or use a (hot) ice-cream scoop to serve. Decorate and en-
joy!
You will find more seasonal tips on the Intranet under
Dine & Drink.
Bon appétit!
 human resources

By Nimmy Thudianplakal (Internal Communications)

kids get to see how parents earn a living

learning experience away from school
–

21
Clutching their ‘goodie bags’, the daughters and sons of SWISS staff gathered outside the Operations Center after their morning together
(photos: Reto Hoffmann and Franziska Garbe).

First sons & daughters' Day at swiss

–

More than 50 children of our employees – from our cabin,

cockpit, technical and finance ranks – descended on the
SWISS Building in Kloten and the Operations Center at Zu-
rich Airport on Thursday, 12 November, for our sons and
daughters' day. This was the first such event that SWISS has
ever held, and was organised by our HR units in collabora-
tion with Internal Communications as part of Switzerland’s
annual nationwide “Tochtertag” event. Yannick Walder (left) sees where Concentrating hard in Flight
mum Brigitte (standing) works at Operations Engineering: Gerhard
The event began in the morning with a brief presentation SWISS WorldCargo. Jud with daughter Tania.
about SWISS in the Operations Center for all the youngsters
attending. After this, the children were divided into groups
for a tour of the premises that took in various stops. They
tried out our First Class seats at the Product Hub; and at Op-
erations Control they gained a fascinating insight into how
a flight is handled. A quick quiz and a group photo brought
the first part of the day to a close; and, needless to say, there
were “goodie bags” for everyone to take away, too.

After lunch the youngsters joined Mum or Dad at their work-

place to see what they do and how they do it. All in all, our
first SWISS Daughters & Sons Day was a very successful
“premiere” that proved a great hit with children and parents
alike.
Crew Member Gabriella Pedroni explains the new First Class seat.

SWISS INSIGHT WINTER 2009

 snapshots
from within and around SWISS
Notes and nuggets
–
new destination
Swiss to serve
San Francisco
San Francisco is to become SWISS’s next long-haul destina-
tion. The new service, which will be introduced on 2 June
2010, will bring one of North America’s most important
business and leisure destinations into the SWISS network;
and with San Francisco growing steadily in importance for
Swiss-based companies, the new service will further enhance
Switzerland’s appeal as a business location.
E-commerce
22 New swiss "app"
for iphone
Good news for iPhone users: as of mid-December you can
download a SWISS application from the Apple Store to your
mobile telephone, enabling you to access services provided
by mobile.swiss.com: It now becomes possible to check-in
and book via iPhone as well as access flight information or
SWISS internal contacts. Significant numbers of downloads
also improves our ranking at Apple Store – which is a good
form of marketing.
young network
visit from LH
counterpart
In Autumn, 20 members of the Lufthansa Junior Round Ta-
ble – an LH-equivalent of the SWISS Young Network – came
to Zurich to visit the SWISS head office. After attending pres-
entations by Revenue Management and CEO Harry Hoh-
meister, the group joined a tour of our Zurich hub, reviewing
all the processes from check-in, baggage sorting and ramp
handling to boarding and special assistance.
SWISS INSIGHT WINTER 2009
roger federer
Tennis Champion
meets employees
Ten of our colleagues had the privilege of meeting Roger Fed-
erer in November. The lucky employees who joined Switzer-
land’s tennis star and current world number-one for a “meet
& greet” in our SWISS Lounge at Zurich Airport were drawn in
an intranet competition. With “Hallo, ich bin der Roger!” the
celebrity guest opened the proceedings and happily chatted,
posed for photos and met all the autograph requests.
american dream
swiss supported
trip to New York
Brothers Christoph and Thomas Bertolosi had long dreamed
of a trip to New York despite being confined to a wheelchair
since birth due to a muscular disability. SWISS sponsored a
trip for the brothers and their chaperones, enabling them to
spend an eventful week in the Big Apple. The delighted broth-
ers coped well with the challenges of the 8-hour flight.
Zurich Head office
new insurance
office
Lufthansa Group insurance provider Albatros began offer-
ing services to SWISS employees locally on 1 October, in col-
laboration with partner Nationale Suisse. The offices at the
Operations Center and at Obstgartenstrasse in Kloten were
officially opened on 22 October by SWISS CEO Harry Hohm-
eister. In charge of the Albatros and Nationale Suisse service
for SWISS staff is Nora El Kamel.
 Quiz
–

Our quiz question this time... The winners of last issue’s quiz are…

Since when has the partnership agreement between SWISS
and Edelweiss been in effect? Send your answer to internal.
communications@swiss.com by Tuesday, 5 January 2010.
The names of seven contestants will be drawn from the re-
plies received. The prize this time is a photo calendar on the
theme of “People and Places” featuring the work of Swiss
star photographer René Burri.
The right answer to our previous quiz was 20,377,668 me-
tres. The lucky winners are Daniela Appavou, Rose Maptoum
Sagou, Flavia Robin, Roger Benz and Daniela Hamperl, whose
guesses were closest to the correct number. We wish them
lots of enjoyment with their prize of an MP3 Player from
“SWISS SoundCargo”.

Picture of the month: Sugar Loaf Mountain, the Rio de Janeiro landmark, in the early light of day.
(Picture taken by cabin crew member Irina Poloni. Do you have a favourite photo? Send it to internal.communications@swiss.com ).
23
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 aSK THE MANAGEMENT
mANAGEMENT

A question from Daniela Huber (Core Customer Management) to Alexander Arafa (Head of Cabin Crew)

A question to Alexander Arafa

foreign cabin crew members on beyond
zurich routes?
–

Alexander Arafa Daniela Huber

I’ve heard that SWISS plans to deploy our cabin crew mem-
bers based outside Europe also on long-haul routes beyond
Zurich, too, from January onwards. Is this another cost-sav-
ing initiative?
Yes, we do intend to deploy our cabin crew members based
outside Europe on longhaul routes beyond Zurich. For Janu-
ary we plan a trial of having two “foreign” CCMs on our serv-
ices to Tel Aviv and Cairo. In the future, we aim to expand
this to other routes where the passenger profile will benefit
from this product enrichment. Needless to say, we are only
taking these steps after due consultation with kapers.
We have had flight attendants based outside Switzerland on
advertising
selected Asian routes since SWISS began. Today, we have 142
regional CCMs – based in Tokyo, Bangkok, Mumbai, Delhi
and Shanghai – serving alongside their Switzerland-based
colleagues on routes that originate and end at their home
bases. So far, their work has been limited to these routes.
The new move is not at all about cost saving: we don’t intend
to further expand our foreign crew bases unless we decided
to raise capacity in specific markets. But we would like to
offer these colleagues job enrichment. We’ll also be able to
provide a better customer service: like having a native-speak-
er CCM on more flights for our Indian customers. The new
arrangement will also help us further integrate these col-
leagues into the SWISS community.

SWISS SHOP
ONLINE
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SHOPPING, SWISS MADE

SWISS STAFF MEMBERS

ARE GRANTED A 20 % DISCOUNT.

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SWISS Business Trolley Travel Collection „Stockhorn“
„Stockhorn“ is the travel collection made by professionals for professionals. These
travel companions feature uncompromising design and superb functionality. The
„Stockhorn“ Business Trolley is the perfect luggage accessory for your business trips.
Tough and stable yet very light and compact, it gives you plenty of well-organised
space for your clothes, laptop and documents. The trolley meets IATA rules on the
size of carry-on luggage.