Transport / Loganair passengers should expect ‘smooth experience’, new officer says
LOGANAIR’S new chief operating officer says their passengers “need to not be worrying” about getting to their destination on time.
Natalie Bush has pledged “a smooth experience” for their customers – saying that is exactly what she wants when she steps on to Loganair’s planes.
And she added Loganair and its team “really care about making this work” for Shetland.
She started in her new role in the first week of December, having previously worked as the UK director and accountable manager for TUI Airways.
Bush was also a pilot with Flybe, and has served as a warfare officer in the Royal Navy.
Her role will see her leading the operational and service delivery of Loganair, while also working with its pilots, cabin crew and airport groups.
Loganair has steadily improved its performance in and around Shetland in 2024 after a turbulent few years, and Bush said that is what she wants to build on.
“We want a stable and reliable, on time service for our customers,” she said.
“We know at Loganair we’re providing lifeline services, linking families, businesses and getting people to medical appointments.
“These people need to be on time, and they need to not be worrying about these things.
“And we know we also deal with the Royal Mail, and that needs to be on time.”
She said she felt Loganair’s services had “significantly improved” – especially in reliability – since Luke Farajallah took over as chief executive in March.
Bush worked with Farajallah at Flybe, and said she knew first-hand “what a difference he makes to a business”.
That was one of the key factors that drew her to the Loganair role, but she also called it a “bucket list job”.
“This job is a step up for me – it comes back to my roots,” she told Shetland News.
“I was a pilot in regional aviation and I absolutely love this sector, it’s in my blood.
“I saw what difference you make to customers on the front line, it’s what gets me out of bed in the morning.
“This was a job that really excited me.”
Her first priority, Bush said, was how Loganair can “improve on what we’re doing now”.
“The services have significantly improved,” she said.
“It’s about taking that and making sure we keep that robust, so we’ll be listening to our customers and building and growing on that.”
“We want to continually improve as well. We’re aiming for a 90 per cent on time percentage.”
She said she was trying to recognise that she can “control what we can control”, and that she “can’t control the weather” – particularly in and around Shetland.
Bush has spent the last month around Loganair before she started officially, and said flying to remote locations such as Kirkwall and Sumburgh has made her “understand more everyday the importance of what we’re doing”.
“It’s what gives me energy – it’s an incredible team at Loganair and they love this, they breath this.
“It’s an institution I’m really keen to be part of. We want to continue to deliver to the high standard we’re delivering to at the moment.
“We want to make Loganair a really great place to work.
“I want to make sure that it’s a smooth experience, because that’s what I want when I’m onboard.”
She added: “We really care about making this work for your community.”
Become a member of Shetland News
Shetland News is asking its many readers to consider paying for membership to get additional features and services: -
- Remove non-local ads;
- Bookmark posts to read later;
- Exclusive curated weekly newsletter;
- Hide membership messages;
- Comments open for discussion.
If you appreciate what we do and feel strongly about impartial local journalism, then please become a member of Shetland News by either making a single payment, or setting up a monthly, quarterly or yearly subscription.
Already a member? Sign in to hide this message.
