Etihad Airways’ customer service initiative includes a team of specially trained personnel who are available on ground and inflight to provide customers with advice on health and safety practices.
Airline travel in a post-pandemic world has become more complicated than just remembering to carry your passport or making sure you’re at the correct gate. Passengers now have to navigate constantly changing guidelines from government and regulatory bodies, travel restrictions from different countries and health and safety requirements of airlines.
Etihad Airways has introduced Wellness Ambassadors, specially trained personnel who will provide essential travel health information and care to passengers at Abu Dhabi International Airport and inflight alongside the cabin crew. The multi-lingual team can be contacted round the clock via chat or email to share advice on best health and safety practices and address any concerns regarding health and sanitisation measures taken by the carrier. “For us, it is not simply about dealing with a new normal—this level of genuine and innovative customer care has always been part of Etihad’s DNA since our inception,” says Tony Douglas, group chief executive officer, Etihad Aviation Group.
The team of Wellness Ambassadors are part of the airline’s Etihad Wellness programme, which provides information on all aspects of the carrier’s operations, from culinary hygiene at its catering facilities and food testing laboratory, to aircraft cabin deep-cleaning, check-in, health screening, boarding, inflight experience and product, crew interaction, arrival, and ground transportation. The carrier has also relied on new technology to navigate air travel during the COVID-19 pandemic. It has partnered with Canadian risk management company Sitata to launch an interactive map to keep passengers updated on the latest travel restrictions. It has introduced a risk assessment tool, in collaboration with Austrian healthcare technology company Medicus AI, to help Etihad guests evaluate the probability of having contracted COVID-19 while travelling.