To:                                               Neil Backhouse

Cc:                                               'Dana Operations'; ramon@danajets.com

Subject:                                     RE: Message

Attachments:                          RE: P10-1256/A //  DEJ5436 urgent urgent

 

 

-         Dana Jets failed each time to operate the aircraft as per the schedule of the Client

 

1.       Phuket to Bangkok:

 

Dana jets failed to obtain permits for Bangkok, in time.

 

February 18th 10:18 UTC        - Flight request received from sales (Alethea) for Departure VTSP to VTBD at 14:00 UTC and soon after the mail, Sales requested to advance the departure to maintain arrival in FLLS with the crew rest in VTBD.

February 18th 11:13 UTC        - Most of the correspondence between Sales and Operations had over telephone and due to departure time out of VTBD, flight was not possible to operate VTBD-VRMM-FLLS and same was informed to sales. Also informed that the difficulty to obtain VTBD permit within less than 3 hours.

 

 

 

From: Dana Executive Jets Sales [mailto:sales@danajets.com]
Sent: Thursday, February 18, 2010 8:20 PM
To: 'Dana Operations'
Cc: 'Dana Executive Jets Sales'
Subject: FW: Confirmed flight #5436P

 

D ear Avan,

 

Client watns to depart out of VTBD at 1800, please let me know what is the earliest we can depart out of Male next day and also what time we will be arriving to Lusaka. 

 

Thanks 

 

 

                                                    ACTIVE FLIGHT

 

Flight # :

 #5436 O  Titan Aviation

Aircraft :

A6-ASQ/A6-MAB 

 

Schedule:

 

Date

From

To

ETD LT

Pax #

Remarks

17/02/2010

OMRK

VABB

02:30LT

1

Lead Pax :Capt Sakeer

17/02/2010

VABB

VTSP

07:30LT

3

 

18/02/2010

VTSP

VTBD

TBA

0

FERRY

19/02/2010

VTBD

VRMM

1800

1

 VRMM Tech stop

20/02/2010

VRMM

FLLS

TBA

1

 

2 2 /02/2010

FLLS

OMRK 

TBA

1

 

2 2 /02/2010

OMRK

    VABB

TBA

1

HAWKER 800XP

22/02/2010

   VABB

OMRK

TBA

0

 

 

Lead Passenger(s):

Mrs.Kiran Agarwal

Receiving party details:

In Thailand Passengers being met by invitation is   Mr. Mahesh Pathak  Wedding coordinator , his cell phone # is 00 91 97 6914 6235

 

In Lusaka Passenger being met by invitation Dr. Kishore Kumar CFO of Konkola copper Mines inc

 

Remarks:

 Aircraft will be a Non Smoking, alcohol free aircraft;

 

 

 

From: Abdul [mailto:abdul@uas-hdq.ae]
Sent: Friday, February 19, 2010 10:48 AM
To: Dana Ops
Cc: UAS Operations
Subject: RE: P10-1256/A // DEJ5436 urgent urgent

 

VTBD obtained already

 

Thanks,


A. Charafeddin
Operations Quality Controller
United Aviation Services – HDQ
T   : +971 4 299 6633 Ext. 240
F   : +971 4 299 6777
M  : +971 50 6261085
E   : abdul@uas-hdq.ae
W  :
www.uas-hdq.ae
S  :  DXBWZ7X
A : KDXBUASX

 

 

From: Dana Executive Jets Sales [mailto:sales@danajets.com]
Sent: Friday, February 19, 2010 11:10 AM
To: 'Dana Ops'
Cc: sales@danajets.com
Subject: Timings for flight#5436

 

Dear Ops,

 

Please find below the request for the client for the Challenger 604 flight#5436.

1. Dep from VTBD at 17.00 LT instead of 18.00 LT

2. Reduce crew rest to minimum at VRMM and depart from there earlier to get into FLSS asap.

Pls check and advise asap.

Thanks & Regards,                                                          

 

                                    

Alethea Fernandes                              

Customer Service Executive                 

                                      

 

 

From: Dana Ops [mailto:ops@danajets.com]
Sent: Friday, February 19, 2010 12:01 PM
To: dirops@danajets.com; trainingmanager@danajets.com
Cc: 'Dana Operations'
Subject: Do not Depart from VTSP

 

Dear  Capt

 

Please do not depart from VTSP airport Just got a call from Marketing that the entire plan was changed again. Kindly stand by until further notice. I will send the schedule shortly .

 

Thank you

Best Regards

Avan

Flight Dispatcher.

cid:image002.jpg@01C973F5.733D9FD0

 

 

From: Ramon Molezun [mailto:ramon@danajets.com]
Sent: Friday, February 19, 2010 12:27 PM
To: 'Dana Ops'
Cc: 'Dana Executive Jets Sales'
Subject: New timings Challenger

 

Dear Avan,

 

 
Please let us know what time can we reach Lusaka if we depart out of Phuket at 1230 on the 20th.

 

Thanks

 

 

Ramon Molezun

Sales Manager 

 

your Business with BlackBerry® and Mobile Solutions from Etisalat


From: "Dana Ops" <ops@danajets.com>

Date: Fri, 19 Feb 2010 12:41:12 +0400

To: 'Ramon Molezun '<ramon@danajets.com>

Cc: 'Dana Executive Jets Sales'<sales@danajets.com>

Subject: RE: New timings Challenger

 

Dear Ramon

 

Please find the below  schedule again. The crew will have to night stop at VRMM to take min rest as the total block hours for this flight is 1315hrs and they are allowed only up 1030hrs.  However they can make direct without any rest at VRMM if they depart between 0900LT – 1300LT . Please advise us ASAP.

 

 

19/02/2010

ETD VTSP             1730Z / 0030LT

ETA VRMM         2115Z / 0215LT ( 2OTH FEB )

 

20/02/2010

ETD VRMM         1100Z / 1600LT

ETA FLLS               1800Z / 2000LT

 

 

From: Dana Executive Jets Sales [mailto:sales@danajets.com]
Sent: Friday, February 19, 2010 2:19 PM
To: 'Dana Ops'
Cc: 'Dana Executive Jets Sales'
Subject: Confirmed flight #5436Q

 

A van,

 

Please work on getting the permits to depart at 0900 and fuel stop in VRMM and after 45 min departure to Lusaka..There is a change flight gets cancel and we go back home but for the time been client wants us to get the permissions to depart at 0900 just in case.

 

Thanks 

 

 

                                                    ACTIVE FLIGHT

 

Flight # :

 #5436 Q  Titan Aviation

Aircraft :

A6-ASQ/A6-MAB 

 

Schedule:

 

Date

From

To

ETD LT

Pax #

Remarks

17/02/2010

OMRK

VABB

02:30LT

1

Lead Pax :Capt Sakeer

17/02/2010

VABB

VTSP

07:30LT

3

 

20 /02/2010

VTSP

VRMM

0900

1

Fuel stop

20/02/2010

VRMM

FLLS

TBA

 1

 

2 2 /02/2010

FLLS

OMRK 

TBA

1

 

2 2 /02/2010

OMRK

    VABB

TBA

1

HAWKER 800XP

22/02/2010

   VABB

OMRK

TBA

0

 

 

 

 

 

After getting the request from our charter dept, Dana Jets Sales/Operations waited many hours before advising us that Bangkok requires 12 hours notice.

 

If this information was given to us when the client wanted to be picked up from Bangkok, we could have advised that the permits will take time.

 

Dana jets failure to communicate the permit delay matter was the starting point for a series of events.

 

 

 

Suranjan De Silva

Ground Operations Manager

cid:image001.jpg@01C8BB25.CD892380

Mobil : +971 (0) 50 6271902

Office: +971-7-2448613 Ext 216/217

FAX:    +971-7-2448623

E-mail: suranjan@danajets.com

P.O.BOX 32378 Ras Al Khaimah | UAE

Dana Executive Jets | www.danajets.com

 

From: Neil Backhouse [mailto:neil.backhouse@danajets.com]
Sent: Saturday, March 27, 2010 12:19 PM
To: suranjan@danajets.com
Cc: 'Dana Operations'; ramon@danajets.com
Subject: FW: Message

 

Dear Suranjam,

 

I am still trying to deal with the claim made by Titan Aviation as seen below.

 

Please can you insert your comments below with respect to each statement made?

 

I need this information as soon as possible to ensure the client is not inconvenienced any more than necessary.

 

Thank you and best regards,                        

                                                                                                               

Neil Backhouse                    

Director of Sales

 

 

dana logo large

 

 

Dana Executive Jets                                                   

Office:  +971-7-2448613                              

Fax:     +971-7-2448615                 

Mobile: +971 50 486 2005

               

P.O. Box 32378                             

Ras Al Khaimah, UAE            

www.danajets.com 

 

From: Capt. Sakeer Sheik - Titan [mailto:sakeer@titanaviation.aero]
Sent: Friday, March 26, 2010 7:28 PM
To: 'Neil'; 'Mohammed Salahuddin'
Cc: 'Latheesh'; 'Joachim Bergunde'; charter@titanaviation.aero
Subject: RE: Message

 

Dear Neil,

 

Thank you for your detailed response. I also appreciate your genuine efforts to settle the matter to maintain the relationship.

 

I see in your mails that you have referred multiple times about safety, security and regulations. I fully understand these matters being an Accountable Manager of a UAE AOC and Indian AOC myself. Further, such matters of safety, security, regulations are fundamentals of our business. So, I would like to reiterate that at no point of time during the entire flight schedule, neither us nor our client have requested for compromise on those areas. And being in an excellent working relation with all the AOC operators in the Country and in the Region, Dana jets has become the only one to have put us down in the flight operations department by their non-willingness to operate to a sked, communicate on time, and co-operate with the client.

 

Please find below my initial points for you to verify with your Sales and Ops. Dept:

 

-         Dana Jets failed each time to operate the aircraft as per the schedule of the Client

 

1.       Phuket to Bangkok:

 

Dana jets failed to obtain permits for Bangkok, in time.

 

After getting the request from our charter dept, Dana Jets Sales/Operations waited many hours before advising us that Bangkok requires 12 hours notice.

 

If this information was given to us when the client wanted to be picked up from Bangkok, we could have advised that the permits will take time.

 

Dana jets failure to communicate the permit delay matter was the starting point for a series of events.

 

2.       Phuket to Lusaka:

 

Since the aircraft did not make it to Bangkok as per the sked of the client, he flew back to Phuket from Bangkok on a commercial airline. His ETA Phuket was midnight, and the client wanted to immediately depart from Phuket to Lusaka immediately.

 

Dana jets sales/ops dept refused the departure during midnight citing crew duty time. The crew had not flown that day, they had come to the airport, and  was ready to fly to BKK when the flight was called off since it upset the client’s program.

 

So, the midnight departure was cancelled.

 

Then, based on the Danajets ops duty limitation, and based on the initial advise of the Ops Dept, the client requested for an early morning 5 AM departure from Phuket to Lusaka (via Male for fuel stop).

 

Even this 5 AM departure was soon cancelled by Dana jets ops and then another departure time of 9 AM from Phuket was given to us, stating “Acclimatization Factors”, based on the operations manuals.

 

I must say that this was totally a matter of interpretation by the ops dept or crew.

 

By changing the departure time from 5 AM to 9 AM, the client was very much upset already with Titan.

 

 

3.       Lusaka to Mumbai: Last Sector

 

Client was to depart from Lusaka at 5 PM local time.

 

Dana jets Ops Dept wanted to change that from 5 PM to 7 PM, so that the return ferry sector from BOM to RAK on the Hawker 800XP can depart before the airport closure in BOM.

 

Here, the focus by the Dana jets Ops Dept was NOT to operate on client’s sked, but to bring the aircraft before the airport closure (of 2 hours in BOM).  

 

There was desperate attempts by us to reach the client to change the time and once he heard this, he immediately cancelled his entire return program and sent the machine back empty from Lusaka.

 

In general, please note that:

 

-          Dana Jets did not satisfy the requirements of our client, citing reasons that could have been handled efficiently by a committed and qualified Sales or Ops staff

 

-          Dana Jets did not present as a ONE UNIT company; instead we always faced issues with Operations Department and Sales Department, independently

 

-          The Operating crew on the aircraft were found to be friendly, however they were also found to be working independently of the Ops Dept or Sales Dept.

 

-          We understand Regulations are for safe operations, however, some of the regulations followed by Dana Jets is not practical and viable for business. This statement is made with respect to the Regulations we all follow. Being operators of aircraft in the UAE market as per GCAA guidelines, we feel the Regulations of Dana Jets are not market friendly

 

-          If such matters are not addressed and resolved, it will stop us from contacting Dana Jets for flights of this nature in the future

 

-          Individuals in the Sales and operations Dept will have to learn to respect the requirements of the Client, and not just the Company.

 

Lastly, regarding the contractual terms we certainly respect the signed agreement between all the parties concerned. However, those terms should be fair to both and when a dispute arises, that should not be a relationship spoiler. I appreciate your approach in the matter.  

 

I have typed all of the above with one hand, since my left elbow is broken after a fall last week and I am recovering after a surgery. This alone shows the seriousness of the matter.

 

I look forward for your action on the above without any further delay. Please call me on Saturday, if you have to discuss any specific points. I may not be able to type another long one like this!!

 

Warm regards,

 

Capt. Sakeer

 

 

From: Neil [mailto:neil.backhouse@danajets.com]
Sent: Friday, March 26, 2010 5:29 PM
To: Capt. Sakeer Sheik - Titan; 'Mohammed Salahuddin'
Cc: 'Latheesh'; 'Joachim Bergunde'
Subject: RE: Message

 

Dear Sakeer,

Please understand that because you have made a complaint based upon our service due to our operational restrictions I have to fully investigate the situation surrounding the flight in question with the relevant personnel. Our restrictions are there for safety and security and are approved by the GCAA.

After discussing the situation further, I am still confused as to the restrictions you are referring to. Therefore I have had to refer the matter to both my Flight Operations Dirdctor and our Quality Assurance Manager for guidance.

As you can apreciate contractually the cancellation fee due is the full 100% of the charter as the flight was cancelled 5 hours before departure. However in order to support your business and develop further relations between us in the future I would like to refund a portion of the payment back to you, however in order to refund a fair amount I need to fully understand the complaint made.

I have also looked at the communication from Dana Executive Jets during the booking process and all necessary information regarding any operational restrictions was notified in advance of the trip itinerary made.

In order for me to clear this situation up as swiftly as possible please can you send me the exact restrictions you felt hindered your flight which wasnt notified to you in advance of the booking?

I would like to get this situation resolved as soon as possible but please understand that Dana Executive Jets responsibility is soley with Titan Aviation, who we will endevor to assist.

My Quality Assurance Manager and I look forward to your input so we can address this issue as swiftly as possible.

Thank you and best regards,

Neil Backhouse
Director of Sales

Dana Executive Jets

sent from my handheld device.


From: Capt. Sakeer Sheik - Titan <sakeer@titanaviation.aero>
Sent: Friday, March 26, 2010 1:00 AM
To: 'Neil Backhouse' <neil.backhouse@danajets.com>; 'Mohammed Salahuddin' <mmsalim2000@yahoo.com>
Cc: 'Latheesh' <latheesh@titanaviation.aero>; 'Joachim Bergunde' <jbergunde@danajets.com>
Subject: RE: Message

Neil,

 

Any update for me?

 

Really, this is becoming an embarrassment in my career.

 

I would require a feedback without any delay.

 

Best,

 

Sakeer

 

From: Neil Backhouse [mailto:neil.backhouse@danajets.com]
Sent: Thursday, March 25, 2010 10:40 AM
To: 'Capt. Sakeer Sheik - Titan'
Cc: 'Latheesh'; qm@danajets.com
Subject: RE: Message

 

Hi Sakeer,

 

I will do, I will revert back to you as soon as I can.

 

Thank you and best regards,                        

                                                                                                               

Neil Backhouse                    

Director of Sales

 

 

dana logo large

 

 

Dana Executive Jets                                                   

Office:  +971-7-2448613                              

Fax:     +971-7-2448615                 

Mobile: +971 50 486 2005

               

P.O. Box 32378                             

Ras Al Khaimah, UAE            

www.danajets.com 

 

From: Capt. Sakeer Sheik - Titan [mailto:sakeer@titanaviation.aero]
Sent: Thursday, March 25, 2010 10:34 AM
To: 'Neil Backhouse'
Cc: 'Latheesh'
Subject: RE: Message

 

Dear Neil,

 

Thank you for the update.

 

I will be waiting for your message. Please ensure to mention Salahudeen’s involvement in the flight to the Chairman. If you know the history of this flight, it was Salahudeen who confirmed this flight with you on our behalf.

 

I will reserve my comments on the operational restrictions for later.  

 

Best,

 

Capt. Sakeer

 

From: Neil Backhouse [mailto:neil.backhouse@danajets.com]
Sent: Thursday, March 25, 2010 10:26 AM
To: 'Capt. Sakeer Sheik - Titan'
Cc: 'Latheesh'; qm@danajets.com
Subject: Message

 

Dear Sakeer,

 

I will be having a meeting with my Chairman today, I will try to get back to you later this evening with a final then.

 

On another note, I have to advise you that I have been investigating the issue surrounding your complaints about Dana Executives operational restrictions, and I have had our Quality Assurance Manager and Director of Operations investigate this and compare ourselves to other operators within the UAE.  I can confirm that we work to the same rules and limitations.

 

However, if you would like to discuss this further, my Quality Assurance Manager is will to clear any uncertainty that you may have.

 

Furthermore, Dana Executive Jets will never compromise on safety and if we have restrictions in place, we will never intentionally exceed them, as we pride ourselves on promoting a safe environment for our customers to travel within.

 

Please allow me some further time and I will reply back to you shortly.

 

Thank you and best regards,                        

                                                                                                               

Neil Backhouse                    

Director of Sales

 

 

dana logo large

 

 

Dana Executive Jets                                                   

Office:  +971-7-2448613                              

Fax:     +971-7-2448615                 

Mobile: +971 50 486 2005

               

P.O. Box 32378                             

Ras Al Khaimah, UAE            

www.danajets.com 

 

From: Capt. Sakeer Sheik - Titan [mailto:sakeer@titanaviation.aero]
Sent: Tuesday, March 23, 2010 2:10 PM
To: 'Neil Backhouse'; 'Joachim Bergunde'
Cc: 'Latheesh'
Subject: RE: Message

 

Hi Neil,

 

Hope all is well.

 

It has been few days since we communicated. I was grounded due to a fracture on my elbow.

 

We need to settle this as this has become an embarrassment for me personally and professionally.

 

Pls do the needful without any further delay.

 

Best,

 

Sakeer

 

From: Neil Backhouse [mailto:neil.backhouse@danajets.com]
Sent: Sunday, March 14, 2010 1:55 PM
To: 'Capt. Sakeer Sheik - Titan'; 'Joachim Bergunde'
Subject: RE: Message

 

Dear Sakeer,

 

I again apologize for the delay in response, please ensure your client that it is being dealt with and that we aim to have a positive response for him shortly.

 

I need to finalize the issue with my Chief Operating Office, after which the issue should be closed.

 

Please allow me a short while to complete my investigation into this issue.

 

Thank you and best regards,                        

                                                                                                               

Neil Backhouse                    

Director of Sales

 

 

dana logo large

 

 

Dana Executive Jets                                                   

Office:  +971-7-2448613                              

Fax:     +971-7-2448615                 

Mobile: +971 50 486 2005

               

P.O. Box 32378                             

Ras Al Khaimah, UAE            

www.danajets.com 

 

From: Capt. Sakeer Sheik - Titan [mailto:sakeer@titanaviation.aero]
Sent: Saturday, March 13, 2010 9:44 PM
To: 'Neil Backhouse'; 'Joachim Bergunde'
Cc: 'Latheesh - Titan'; 'Mohammed Salahuddin'
Subject: Message

 

Dear Neil,

 

I am in India for a treatment and have been receiving many calls related to the flight and payment.

 

I would appreciate your action in the matter, please.

 

Best,

 

Capt. Sakeer