Etihad: Value in-flight
A lesson on how to build customer-loyalty through providing impressionable value in their in-flight services.
BACKGROUND
Etihad Airways had to make its space in the highly competitive market with low margins and price-sensitive consumers. Moreover, carve its niche operating with highly popular big brother Emirates Airways(perhaps the world’s largest), a premium airline operating the same routes. It was important not to be tagged as “a budget or cheaper one” & “a little one” operating in the same sector from a smaller neighbour hub “Abu Dhabi”
SCOPE
“Comfort and value go hand in hand when you fly Economy with Etihad Airways” - a statement of “walk the talk” objectively evidenced while flying Etihad. The long-haul ones are significantly accentuated with their “Value in-flight”
In 20 years a national airline has become the beacon for Emirati values. Amongst the major traveller touch points comes three important service elements, viz. (1) buying a ticket, (2)checking in at the airport and (3)in- flight experiences. Whilst, the first two have moved to “digital touch points”, other than “baggage drop off”, entirely done on the web, using mobile devices and/or the kiosks at the airport.
The customer in-flight experiences trigger with your online choice of seats and meals, but it’s physical experience begins when you enter the aircraft and while flying, that’s the challenge the airline design and crew manages. In long-haul flights, generally food is served shortly after start and then again shortly before landing. As a rule, the higher the class, the closer to takeoff/landing the food will be served.
Beginning with beverages or complementary bar services is customary. Menus vary depending on your destination and flight time, and all meals are followed by a hot drink.
For sometime, Etihad had in-flight chefs and F&B managers to handle food for premium flyers, which was done away with post pandemic austerity measures, but the tradition of food choices continues and the crew seem to have picked up the tricks from their erstwhile specialists.
LESSONS
In-flight service and food particularly has a significant role in influencing the flyers and adds value to gaining customers loyalty.
Etihad and Antonoaldo Neves do recognise their inflight champions periodically and motivate them to carry out the most challenging task efficiently and effectively.
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Sales Executive and customers sarveis
1wMr mahammad shakir From India Dubai experience 8 years Sales 8 years Office assistant/office boy 2 years Now dubai Visit visa Searching job Do have vacancy Plz help My whatsap nombar 0582736597 [email protected]. gmail