Emirates, known for its award-winning products and services, has announced that it is launching a new hotel strategy called ‘Flying Better’, which will raise the bar of customer experience delivered by its teams on the ground and in the air.
The plan will be one of the largest people, process and product plans the airline has ever implemented and will involve all customer service teams and front-line support.
Adel Al Redha, Chief Operating Officer, Emirates, said: “While managing the immediate challenges of the pandemic over the past two years, Emirates has not failed to create initiatives to ensure our customers continue to ‘fly better’ for the foreseeable future. The learning program for our new hospitality strategy will launch in June, and program refresher courses will continue to ensure a consistent customer experience.”
With expert support from Ecole hôtelière de Lausanne (EHL), ranked among the world’s top hospitality management schools, Emirates is creating its next-generation hospitality program based on bespoke principles that reflect its unique DNA. At its foundation are the principles of simplicity, excellence, innovation and, most importantly, passion.
The programme aims to create consistency across all touchpoints and provide a framework for teams to create unique moments that inspire emotions and create positive memories and feelings for Emirates customers.
Emirates has incorporated elements of its new hospitality principles into its new premium economy service. Cabin crew learn to deliver the latest Emirates flying experience, from offering welcome food and beverages to complimentary amenities and other small details.
Earlier this week, the airline announced that it will make its full-service Premium Economy experience available starting in June for flights on select routes starting August 1, 2022.
Committed to the idea of investing in their people, the first group of Emirates facilitators have already achieved their EHL Qualified Learning Facilitator Certification after completing an intensive two-week program between Dubai and the EHL main campus in Lausanne, Switzerland, in beginning of this year. They will be part of the core team involved in implementing the airline’s hospitality learning experience initiatives starting in June.
The airline is creating an Emirates Hospitality Center of Excellence to coordinate the implementation of the program among the various Emirates teams involved in delivering customer experiences – including cabin crew, airport services staff, call center teams, service catering, in-flight products, training, recruitment, sales and marketing and others.
Emirates Advisory Information