As Cathay Pacific celebrates its 80th anniversary, the airline is looking ahead with a strategy that combines its legacy with fresh investments in customer experience, technology and network expansion.
Rakesh Raicar, Regional General Manager, SAMEA, Cathay Pacific| Image by Arrangement
For Rakesh Raicar, Regional General Manager, South Asia, Middle East and Africa (SAMEA), the milestone is about understanding what has consistently driven the airline’s success.
“The biggest lesson for me is that we have never achieved anything alone. We have grown alongside Hong Kong, we have grown alongside our customers, and we have grown alongside our people,” Raicar says. He points to the anniversary theme, ‘80 Years and Together’, as a reflection of that philosophy. “Our success has always been built together on relationships and shared ambition.”
While aviation continues to evolve through technology and changing traveller expectations, he believes the fundamentals remain unchanged. “Technology will definitely evolve and customer expectations will continue to change. But the importance of connecting people and building these meaningful relationships will not change. That’s why we continue to invest in our products, services and digital capabilities while keeping people at the heart of everything we do.”
Image by Arrangement
The anniversary has also brought back memories through the return of Cathay Pacific’s vintage ‘lettuce leaf’ livery, a design Raicar associates with his own early years at the airline. “I joined during that time, and that livery brings back wonderful memories for many customers, aviation enthusiasts and even our own people,” he says. At the same time, he believes the airline’s anniversary art livery represents the company it has become today. “It reflects a much more contemporary, modern side of Cathay and Hong Kong. It says we are creative, progressive, and connected to the world. Heritage gives us our roots, but innovation is what keeps us moving forward.”
That balance between tradition and change is also reflected in Cathay Pacific’s investment of more than HK$100 billion in enhancing customer experience. While much of the attention has focused on new aircraft cabins and premium products, Raicar says the larger objective is to improve every stage of travel.
“When people hear about our investment, they often think about aircraft or seats. Those are important, but the bigger change is really the overall experience,” he says, adding, “Whether you are booking a trip, spending time in one of our lounges or flying long haul, everything should feel more intuitive, more comfortable and more personalised. Ultimately, we are investing in making every part of the journey better.”
Having spent over three decades with Cathay Pacific across multiple international markets, Raicar has witnessed a significant shift in customer expectations. While safety, reliability, and service remain non-negotiable, travellers today demand far more from an airline.
“People still value safety, reliability and great service. That hasn’t changed. But today’s travellers are more globally connected, digitally savvy and experience-focused.” India, in particular, has emerged as a market where customers are travelling more frequently and expect greater convenience, flexibility and personalised service. “They are not just looking for a flight anymore. They are looking for a seamless journey.”
Despite the changes sweeping through the industry, Raicar says one principle has remained constant throughout Cathay Pacific’s history. “Everything starts with safety. Customers choose an airline because they trust it. Whether it’s training, engineering, operational discipline or decision-making, safety is embedded throughout the organisation, and it’s never compromised.” While the airline values global recognition for its safety standards, he believes customer confidence remains the most meaningful measure. “What matters most is the confidence our customers feel when they step on board.”
Cathay Pacific Staff | Image by Arrangement
India continues to occupy a strategic place in Cathay Pacific’s long-term plans. The airline’s association with the country stretches back more than seven decades, beginning with its first flight to Kolkata in 1953. Today it connects five Indian cities to its Hong Kong hub, providing onward access to destinations across mainland China, North Asia, Southeast Asia, the Southwest Pacific and North America.
“I have always been optimistic about India, and even more so today,” Raicar says. “We are seeing growth in outbound travel, business links, education and premium leisure travel. India is becoming increasingly connected with the world, and travellers are looking for high-quality international connectivity.” For Cathay Pacific, he adds, India is “not just a growth market. It’s a long-term commitment and a long-term relationship.”
When asked to define what the airline’s next 80 years should stand for, Raicar does not hesitate. “Thoughtful, progressive and can-do,” he says. “Thoughtful because caring for our customers and paying attention to detail has always been part of who we are. Progressive because we need to keep evolving and adapting to changing customer needs. And can-do because our teams’ resilience, teamwork and determination have helped Cathay navigate every challenge over the past 80 years.”
For an airline built on connecting people across continents, Raicar believes those three values are as relevant to its future as they have been to its past.
Disclaimer : This story is auto aggregated by a computer programme and has not been created or edited by DOWNTHENEWS. Publisher: deccanchronicle.com
