CORPORATE NEWSLETTER | ISSUE 1 | OCTOBER 2014

CORPORATE NEWSLETTER | VOL. 2, ISSUE 3 | 2016 nexus.aero

CORPORATE NEWSLETTER | VOL. 2, ISSUE 3 | 2016

Every trip we take at NEXUS requires a dedicated, talented set of crew members.

Despite the integral role Captains play in the air travel industry, the average passenger is

largely unaware of the amount of work pilots undertake before lift-off. For our Captains,

the flight begins long before the engines start.

Our NEXUS crew members, comprised of two Captains, one Flight Engineer, and four

Cabin Crew members, often receive an email or phone call with just 24-hour advance

notice for a detailed day trip or multi-day trip to Europe, USA, or the Kingdom.

The Captains and the Flight Engineer begin with detailed pre-flight plan discussions about

the flight plan for the journey; this includes the weather report for the route and a backup

arrival airport in case of adverse conditions.

Safety is first and foremost our top priority. No matter where we’re going, we treat every

flight very seriously. We do not hurry through any part of the flight plan, and we always

make sure we have the right equipment.

To do this job well, our crew members need to be able to track and work through an

enormous amount of detailed responsibilities, all while ensuring the safety of our VIP and

passengers, and the success of extremely complex projects.

The flight Engineer arrives at the airport three to four hours before departure time to

ensure the aircraft is refueled and repositioned, and that it’s in the proper position for VIP

and other passengers to board.

The Cabin Crew arrives at the aircraft three hours before departure to be sure all catering

is on board, the cabin is prepared with all the proper amenities, and that the cabin is in

perfect condition.

Captains arrive two hours before the flight. Once on the flight deck, they will go through

exhaustive checklists to ensure the aircraft’s systems are operating properly. Next they

perform safety checks on plane’s interior to ensure the cabin is safe and all emergency

equipment is in the correct place. Finally, they perform an exterior inspection of the

aircraft to check for problems such as fluid leaks or issues with the exterior mechanics for

a summary report to the Flight Engineer.

Only after all these checks have been completed, VIP and passengers can board. Once the

cabin doors are sealed, we are ready to take the controls and get down to the business

of flying the plane. The operations involved in flying a VVIP aircraft is not like flying in the

airlines; it involves a lot of protocols and very sensitive flying skills.

Despite the complexity of our job, we feel fortunate to work with the finest professionals in

the industry, and we take pride in supporting the company’s core business.

From Capt. Andreas Bouras

TO BE A PILOT 01

NEXUS Flight Operations Services / nexus.aero / news@nexus.aero 2

CORPORATE NEWSLETTER | VOL. 2, ISSUE 3 | 2016

NEXUS PROVIDES AN EXCELLENT CUSTOMER EXPERIENCE

THOUGHTS FROM CREWS ON HOW THEY DEMOSTRATE QUALITY AND THEIR ROLE IN ENSURING AN EXCELLENT CUSTOMER EXPERIENCE.

Every crew member at NEXUS operates with the highest standard of integrity. The word

NEXUS means “a connection, link or tie” and to us that means core values like integrity,

passion, commitment to quality, innovation, and creativity are at the center of every

decision we make.

In our business, ethical behavior is part of our culture, and something repeatedly affirmed

throughout the organization. Maintaining our high standards requires that every employee

-- from our Chairman/CEO and throughout all levels of management and support – is

honest and doing the right thing for our VVIPs and customers.

We continually hire and train exceptional managers and leaders who understand what is

needed to achieve superior performance, and who know how to build teamwork within and

across business lines. These individuals are people who know how to act quickly to resolve

issues and relentlessly pursue excellence in operations.

Eventually, it all comes down to people. Creating a winning team and self-sustaining

culture takes hard work, and there is no substitute for that. We must deliver on the promise

of unmatched service to our customers, and we must do it with a commitment to reliability

and accountability.

02

NEXUS Flight Operations Services / nexus.aero / news@nexus.aero 3

CORPORATE NEWSLETTER | VOL. 2, ISSUE 3 | 2016

Satisfied customers are essential to our success. Therefore, we must stay focused on

creating Nexus value by communicating openly and honestly and building relationships

based on trust, respect, and caring. By doing do, we will achieve total customer

satisfaction by understanding what the customer wants and delivering flawlessly.

We recognize that our strength and our advantage are -- and always will be – our people.

Because of their dedication, we continually share ideas, knowledge, and best practices.

Our company culture is one where where cooperative efforts are rewarded at every level

and across all activities.

Thanks to a diverse team at NEXUS, we are able to offer a wide range of skills, strengths,

and perspectives that together foster a participatory workplace that enables people to get

involved and advance our common business objectives.

Over the past four years, we have built a company that we all can be proud of, and

one where people work together to achieve a common goal: to be the best aircraft

management services company not only in the Gulf Area or Middle East -- but across in

the world.

NEXUS PROVIDES AN EXCELLENT CUSTOMER EXPERIENCE

THOUGHTS FROM CREWS ON HOW THEY DEMOSTRATE QUALITY AND THEIR ROLE IN ENSURING AN EXCELLENT CUSTOMER EXPERIENCE.

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NEXUS Flight Operations Services / nexus.aero / news@nexus.aero 4

CORPORATE NEWSLETTER | VOL. 2, ISSUE 3 | 2016

04 A DAY IN THE LIFE OF A NEXUS FLIGHT ATTENDANT

The meaning of NEXUS is “link, connection” and to achieve a smooth flight, the “NEXUS”

between all departments is essential.

On a typical duty day, after receiving a flightbrief, I immediately connect to the relevant flight

departments to gather the necessary information.

For me as flight attendant that entails checking destination info, confirming catering preferences

if needed, doing research on how and where to order the best catering from, getting in touch

with the hotel at the earliest and ensuring all VIP specific items will be onboard.

Once we arrive at the plane, all crewmembers liaise with groundservices regarding loading

of catering, fuelling, necessary aircraft services, cabin preparation, details on VIP arrival at

airport, details on luggage loading etc.

After providing the best possible service inflight, we connect again post-landing with the

groundhandling to make sure the aircraft is serviced, service items are being cleaned, crew

immigration process and transport to hotel run smoothly.

After duty, we typically have an informal “debrief”, explore the destination, write necessary

reports, hit the gym or prepare for the next flight.

Or sometimes we simply catch up on sleep...

NEXUS Flight Operations Services / nexus.aero / news@nexus.aero 5

CORPORATE NEWSLETTER | VOL. 2, ISSUE 3 | 2016

By Els Wonterghem05 COMMON QUESTIONS

How does a NEXUS flight attendant embody the NEXUS core values in

their job?

As far as passion and commitment to quality goes, as dedicated crew we remain with the same

aircraft and VIP, so we are in the perfect position to deliver a qualitative bespoke service to

the VIP.

For me as flight attendant, that means that I am genuinely motivated and passionate to learn

about the culture and personality of the VIP, source the best possible catering by talking

directly to chefs, go to all lengths to find a requested magazine, design a menu to a specific

occasion, pick up on small VIP habits so I can anticipate on that on the next flight, ensure

everything that VIP could ask for (and more) is onboard, the list is endless and the details

always make the difference.

Regarding integrity, I seize any opportunity to show my genuine interest in culture of the VIP

and make sure that my words and actions are consistent.

In my opinion it is very important to deliver a service from the heart, as VIP will sense

immediately whether a crewmember is genuine or not in their service.

Moreover, I can strive for innovation, creativity and uniqueness by presenting new onboard

products, surprise the VIP with new catering ideas, new flower designs, music, remembering

small details from previous conversations.

How does a NEXUS flight attendant demonstrate quality in our job

role to ensure customer service excellence?

For me as a flight attendant, demonstrating quality in my job role to ensure customer service

excellence, means “reading” and understanding the VIP as perfectly as possible in order to be

able to anticipate/act on all his inflight needs.

This can entail everything from knowing when not to approach the VIP to knowing if, how,

where exactly and when he likes his favourite chocolate to be placed next to his seat, the

smallest detail can be crucial.

Added to that, I believe a qualitative service should be non-intrusive and effortless in the eyes

of the VIP.

NEXUS Flight Operations Services / nexus.aero / news@nexus.aero 6