PHOTO: © ETIHAD AIRWAYS
THE BASICS
Name: Duncan Bureau
Title: Senior Vice President, Sales and Distribution
Company, city: Etihad Airways; Abu Dhabi, U.A.E.
First job: Delivering papers on my bike
A LITTLE BIT MORE
What actor or actress would play you in a movie of your life?
Mike Myers. He is a talented Canadian actor with a great sense of humor and a Scottish background, which I share through my parents.
What would you be doing professionally if you weren’t in your current industry?
I would likely work in the watch or car industry. I have a deep passion for both and admire the craftsmanship behind fine timepieces and automobiles.
What is your favorite book, movie or television show?
Nuts! by Herb Kelleher, the story of Southwest Airlines.
What historical figure, dead or alive, would you love to have dinner with?
Winston Churchill
THE BUSINESS
What is your favorite aspect of the job?
The people. I love the people in this industry — smart, passionate professionals everywhere I go. That energy and commitment are what make this sector extraordinary.
What’s the biggest business risk you’ve ever taken?
I was part of a team that launched flights into Palm Springs from Calgary. The data and analysis suggested it shouldn’t work, but we proceeded anyway and it turned into a remarkable success.
Who is someone you admire professionally in the travel industry?
There are many remarkable leaders in this industry. One I greatly admire is Calin Rovinescu, former CEO of Air Canada. He has a deep understanding of the business and the importance of how airlines serve their communities. Working with him taught me a great deal about business and life.
AS A TRAVELER
Tell us about a travel nightmare:
I have experienced my share of travel frustrations, but they rarely deter my love of exploration. Compared with earlier eras when journeys across continents took weeks, modern travel lets us reach distant cities within a day. The occasional inconvenience — a lost aisle seat or a less-than-perfect muffin — pales in comparison to the privilege of being able to see the world. Few challenges would stop me from boarding a plane and exploring.
What is your preferred method of travel — planes, trains, automobiles, cruise ships — and why?
I am, and will always be, a devoted fan of air travel. I still get excited every time I board a plane, even after thousands of flights. The speed, connectivity and ability to reach faraway places keep me passionate about flying.
What has been the best example of customer service you’ve experienced during your travels?
One standout moment was with Cedric Wester, a utility porter at the Wynn Las Vegas. I was staying at the hotel and, while walking with a colleague, we inadvertently blocked a hallway. Cedric, driving a floor-cleaning machine, patiently waited and then stopped to offer help. He stepped down, gave us clear directions and responded with humility when I apologized for being in the way. His reply — that guests make his job possible and allow staff to meet people from around the world — struck me deeply. I wrote to the Wynn CEO to commend Cedric as an exceptional brand ambassador; his pride in his job and service left a lasting impression.