Trevor Jensen

Director, AA Nova

Trevor Jensen graduated from No. 5 Qantas Cadet Pilot Course in 1969 going on to fly B707, B747 and B767 aircraft for the Company. He held Command and Check Pilot status on the latter two types. 

He was the Technical Director of the Australian International Pilot’s Association for two years prior to being appointed to the Qantas Flight Operation’s management team in 1984. Between 1984 and 1996, he held several senior appointments including Superintendent Flight Safety and General Manager B747 Operations.

He resigned from Qantas in November 1996 to take an appointment as the Executive General Manager Operations and Inflight Services at Ansett Australia. Following the takeover of Ansett by Air New Zealand he was appointed Senior Vice President Operations for the new Group, the position he held until the collapse of Ansett in 2001. He returned to Qantas in 2002 to the position of Head of Airline Operations. In mid 2004 he was seconded to Jetstar Airways, the Qantas Low Cost Carrier, as the Head of Technical Operations.

In late 2006, Trevor accepted the position of Chief Operating Officer of Mitchell Drilling, at that time the largest privately owned drilling company in Australia. ‘Kerosene in his blood’ brought him back to aviation in 2007 when he was appointed CEO of Toll Aviation. In mid 2009 he joined the Flight Safety Foundation team responsible for the development and implementation of the BARS (Basic Aviation Risk Standard) program.

During 2010/12 Trevor was based in Dublin, Ireland where he was COO of Aer Lingus and a member of the airline’s Executive Board.

Since returning to Australia he has been actively engaged in senior consultancy roles with Avlaw International and SkyNet Satellite Communications. During 2012/13 he was the Chief Group Aviation Operations Advisor to the Chairman and CEO of Philippine Airlines.

During his career he has held regulatory responsibility for Air Operator Certificates (AOC) and Certificates of Approval (Maintenance) issued by the Australian Civil Aviation Safety Authority (CASA), the New Zealand CAA and the Myanmar DCA.

In 1997, he was appointed an Adjunct Professor within the Swinburne University of Technology, School of Engineering and Science and is a Past Chair of the University’s Aviation Industry Advisory Committee. He has also served as an Adjunct Professor in the Griffith University School of Aviation.

Between 1988 and 1996, Trevor was a member of the Board of the Royal Flying Doctor Service (SE Region), serving the latter two years as Vice President.

Trevor is a Fellow of the Royal Aeronautical Society, a Fellow of the Australian Institute of Navigation, a Fellow of the Chartered Institute of Transport, Honorary Fellow of the Safety Institute of Australia and a Liveryman of the Guild of Air Pilots and Air Navigators. In 1999, he was awarded a Master Air Pilot certificate by the Guild of Air Pilot and Navigators of London and in 2001, the Grand Master’s Australian Medal by the Guild.

During 2015, he was the ‘start-up’ CEO of FMI Air, a domestic RPT airline operating in Myanmar and continues to have involvement in a small aviation training business in that country.

Trevor has been appointed Chairman of the Board of Nauru Airlines Corporation with effect 31 January 2018.


ABSTRACT
Customer First, Safety Always, Training to Balance the Daily Dilemma

Is the customer always right?

Everyday, every flight, cabin crew are confronted with balancing customer service with their primary safety role. This is a perennial issue clearly indicating that is it not being properly addressed through training. CRM and organisational reporting structure.

This presentation discusses current training and the attitudes that contribute to sustaining this dilemma. It will propose approaches to enhance the confidence of cabin crew, their assertiveness and resilience while ensuring customer service standards are delivered.