Etihad Airways has been named the winner of Air Transport World’s Passenger Service Award for 2012. Editors of ATW recognised the carriers “excellent customer service product and offering of a premium service across all cabins”.
The editors noted that Etihad Airways maintains a genuine service philosophy, combining streamlined hospitality with comfort, while employing staff from more than 120 different nationalities.
“Etihad and excellence in service go hand-in-hand,” said Chief Editor Geoffrey Thomas. “What is remarkable is that the airline has not only maintained but improved its service level while growing at an extraordinary pace. President and Chief Executive James Hogan is to be lauded for introducing the ‘inspired service’ concept that benchmarks the airline not against other airlines but 5-star hotels and exquisite restaurants.
“This takes Etihad down a less predictable path that is harder for its competitors to counter. But the culture of excellence is not confined to the cabin and touches every aspect of the airline’s operations.”
James Hogan said the award was a wonderful way to start 2012, the most important in the airline’s history. “We will move into sustainable profitability this year with a product offering that is the best in the world. Our service culture typifies our determination to ensure that all our guests are rewarded with a rich travel experience whenever they fly with us.
“In the months and years ahead we will continue to set new benchmarks as we roll out innovative ways to further improve our customer service both on the ground and in the air.”