Etihad Airways has launched a new health and hygiene programme and customer guide, called ‘Etihad Wellness’.
This builds on other measures already put in place by the airline to deal with COVID-19.
In an industry first, Etihad is introducing specially trained Wellness Ambassadors, who will provide essential travel health information and care to passengers in the airport terminal and inflight.
As part of Etihad Wellness, the airline has produced an online guide, highlighting the cleanliness, health and hygiene measures being applied at every stage of the customer journey, including culinary hygiene at the airline’s catering facilities and food testing laboratory, aircraft cabin deep-cleaning, check-in, health screening, boarding, inflight experience and product, crew interaction, arrival, and ground transportation.
The Wellness Ambassadors can be contacted directly 24/7 to offer reassurance to customers by sharing advice on travel wellbeing and details of the health and sanitisation measures being implemented throughout their journey. The dedicated multi-lingual team will be available on email and web chat.
All Wellness Ambassadors will undergo special training at the airline’s training facilities in Abu Dhabi, and online.
Tony Douglas, Group Chief Executive Officer, Etihad Aviation Group, said: “Providing for our guests, and their wellbeing, is one of Etihad’s core values, and we have a responsibility to protect them, to keep them fully informed, and to provide even greater levels of genuine warmth and personal care. We must guarantee they can travel assured in the knowledge that we have every aspect of their journey with us covered, while still providing a top-quality travel experience. The Wellness Ambassadors will play an important role in delivering this. 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.”
Over the coming weeks, Etihad will also introduce Wellness Ambassadors at Abu Dhabi International Airport in partnership with Abu Dhabi Airports (ADAC) to ensure the same levels of care and support are provided at every point of the customer journey.
Once travel restrictions to and from the UAE are lifted, and the airline resumes its expanded network of international flights, Etihad will introduce the wellness ambassadors on board, complementing the roles performed by other cabin crew, and providing an enhanced level of customer care focused on health and wellness inflight.
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