In episode 7, “It’s About Attitude, Service And Brand”, Blenheim Partners’ Gregory Robinson talks to John Borghetti AO, current Managing Director and Chief Executive Officer of Virgin Australia Holdings Ltd, one of Australia’s leading airlines and the largest airline by fleet size to use the Virgin brand. In this podcast, John and Greg discuss the early years of John’s career and how a simple image of Rio de Janeiro in his youth led him on a path that would place him at the forefront of the Australian airline industry.
John discusses his career in the airline industry, starting at the mailroom and working his way up to the senior ranks of the Qantas hierarchy, and finally in 2010 becoming Head of Virgin Australia.
They cover the key challenges that John had to face as CEO of Virgin and the evolution of Aircraft in the last 50 years, and how through increasingly more effective technology we are able to travel the world in shorter times.
John delves into his younger years, working at his father’s coffee shop who was “always out front” to greet and welcome customers, which helped shape John’s philosophy for years to come.
John discusses how he felt it was necessary to give his personal phone number to all Virgin Australia pilots on his first day, stating that he feels “they have the best seat of the house” in how the business is run.
“Everyone fly’s through an aluminium tube, the one thing that makes the difference is the people who are inside those tubes and how they interact with you, simply looking someone in the eye, a smile and calling someone by their name is all you need”.
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