(TAN): Emirates is launching a new hospitality-based strategy that will take the customer experiences, which its teams deliver on ground and in the air, to new heights, the airline said.
The programme will be one of the biggest people, process, and product initiatives ever implemented at the airline, touching all frontline customer facing teams as well as supporting departments.
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Emirates COO Adel Al Redha said: “Emirates already has a signature service that our customers value and makes us unique. What we’re doing through our new hospitality strategy, is providing our teams with even more bandwidth and skills to build stronger, more personalised, and relevant connections with our customers at every moment of their journey with us. We’ll achieve that by investing in technologies, refining elements of our processes, and empowering our people to be our most effective and real brand ambassadors.”
Al Redha added: “The learning programme for our new hospitality strategy will be rolled out starting from June, and refresher courses in the programme will continue to ensure the consistency of our customer experience.”
The programme aims to drive consistency across all touchpoints and provide a framework for teams to deliver signature moments that evoke emotions and create positive memories and feelings for Emirates’ customers.
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Emirates has already incorporated elements of its new hospitality principles into its soon-to-launch Premium Economy service, as its cabin crew learn how to deliver Emirates’ latest inflight experience from food presentation and offering of welcome drinks, to complimentary amenities and other little touches. Earlier this week, the airline announced that it will offer its full-service Premium Economy experience for sale in June, for customers flying on select routes starting from 01 August 2022.
