As Gama Aviation prepares for the highly anticipated opening of the Sharjah Business Aviation Centre (BAC) later this year, our focus extends beyond bricks and mortar.

A flagship facility deserves a flagship culture – and that is why we have launched the Red Thread Academy, a bespoke client experience training programme designed to embed service excellence into every interaction from day one.

Created and led by Evie Freeman, Group Director of Client Experience, the Red Thread Academy represents a long-term investment in our people, ensuring that the Sharjah team is equipped not only with the skills but also with the mindset to deliver a consistently exceptional experience.

Day One: Experiencing expectations

The first Sharjah cohort began their journey by immersing themselves in the service culture of three of Dubai’s leading luxury hotels. Here, they met client experience teams, explored training methods, and saw first-hand how competitive differentiation is created through detail, personalisation, and relationship-building.

The day concluded with an afternoon tea at The Lana Hotel, where the team experienced the personal touches and attention to detail that define world-class hospitality. This was not a theoretical exercise – it was an opportunity to understand, through firsthand experience, the expectations our clients bring with them when they operate through our facilities.

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Day Two: Building brand ambassadors

The second day shifted focus to the classroom, where the emphasis was on culture, brand, and behaviour. The team explored the Gama Aviation story, what it means to be ambassadors for our brand, and how to create high-performing teams built on trust and effective communication.

New colleagues were onboarded into this vision, while operational sessions ensured that safety and service sit side by side in every part of our operations. The team also engaged in activities focused on teamwork, problem-solving, and the client feedback loop – demonstrating that excellence is not a one-off action, but a continuous cycle of improvement.

Even practical elements such as uniform fittings were treated as part of shaping a shared identity, reinforcing that every detail contributes to the client’s perception of quality and care.

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Day Three: Shaping the client journey

The final day saw the leadership team tour the Sharjah BAC as construction progresses, with the hangar doors being installed during the visit – a symbolic moment as the project moves closer to completion.

Attention then turned to the finer details that will define the client journey within the new FBO. The team conducted tastings to select coffee machines, experienced and refined the scent created exclusively for the facility, and took part in practical silver service training. From the welcome at the door to the aroma in the lounge, nothing is being left to chance.

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As Evie Freeman explains:
“Every interaction matters. Every detail matters. The Red Thread Academy ensures that our team are ready not only to welcome clients, but to deliver a consistently exceptional experience from the very first day.”

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A flagship investment in people and culture

The Sharjah BAC represents a significant strategic investment for Gama Aviation – a facility that will serve as our flagship in the Middle East. But the physical environment is only part of the story.

The Red Thread Academy is our commitment to building a culture that matches the scale of this investment: one where service excellence is instinctive, where every colleague is a brand ambassador, and where every client leaves with an experience that feels seamless, personal, and memorable.

By investing in our people now, we are ensuring that when the Sharjah BAC opens its doors, it will not only set new standards for operational capability but also for the quality of experience that defines Gama Aviation.

 

Discover more about the journey.

This training programme is the latest milestone in the development of our Sharjah Business Aviation Centre. To explore how the facility is progressing and the plans behind its creation, visit our News section and read more of our updates.