ABU DHABI - In an industry first, Etihad Airways is introducing multi-lingual Wellness Ambassadors, whole role will be to offer reassurance to customers by sharing advice on travel well-being and details of the health and sanitisation measures being implemented throughout their journey.
The specially trained ambassadors will be introduced onboard aircraft once travel restrictions to and from the UAE are lifted, and Etihad resumes an expanded network of international flights.
“Wellness Ambassadors on board will complement the roles performed by other cabin crew and provide an enhanced level of customer care focused on health and wellness inflight,” said Ronny de Lange, Etihad general manager South Asia, global sales, in an interview with Travel Weekly Asia.
Over the coming weeks, Etihad will also introduce Wellness Ambassadors at Abu Dhabi International Airport in partnership with Abu Dhabi Airports (ADAC).
“This will make sure the same levels of care and support are provided at every point of the customer journey through the airport, from check‐in to security, immigration, the retail areas, lounges and boarding, so that guests can fly with added comfort, security and confidence,” said Mr de Lange.
Ronny de Lange
Mr de Lange said these were “unprecedented times and unprecedented decisions are being taken”.
“The key is that we have all had to be adaptive and ready and able to respond quickly.”
For Etihad, this has meant redeploying and right sizing the fleet, boosting freight operations to meet demand and reducing costs. All management and executive‐grade staff are taking 50% salary reductions. All other staff have taken a 25% reduction.
“The on‐going restructuring programme has also given the business the agility to better manage its operation through the coronavirus crisis and to be prepared for when air travel markets reopen,” Mr de Lange added.
“No‐one has a crystal ball to predict what the travel landscape will look like when some semblance of normality returns and as countries are likely to open their borders at different times, the industry will be dictated by circumstance as well as demand and supply.
“Etihad will recover, people will fly again and we will be ready to meet their travel requirements,” Mr de Lange added.
From 8 June, Etihad linked 20 cities in Europe, Asia and Australia via Abu Dhabi.
Transfer connections via Abu Dhabi are now be available from Jakarta, Kuala Lumpur, Singapore and Manila to major cities across Europe including Amsterdam, Barcelona, Brussels, Dublin, Frankfurt, Geneva, London Heathrow, Madrid, Milan, Paris Charles de Gaulle, and Zurich.