Emirates unveils new hospitality strategy to enhance customer experience

By Shilpa Annie Joseph, Official Reporter
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UAE’s largest airline Emirates has launched a new hospitality-based strategy in order to improve the customer experiences.

The program 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, according to the statement.

Adel Al Redha
Adel Al Redha
COO – Emirates

“Even while managing the immediate challenges of the pandemic during the past two years, Emirates did not hesitate to keep driving forward initiatives to ensure our customers keep “flying better” for the foreseeable future. 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 personalized, 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.”

The program 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.

“The learning program for our new hospitality strategy will be rolled out starting from June, and refresher courses in the program will continue to ensure the consistency of our customer experience,” Mr. Al Redha added.

Further, the airline is setting up an internal Emirates Hospitality Centre of Excellence to engage and coordinate the roll-out of the program across the diverse teams at Emirates, including cabin crew, airport services employees, contact center teams, catering, inflight products, training, recruitment, sales and marketing, and more.

Related: Emirates launches its luxurious one-of-a-kind Premium Economy cabin