Etihad Airport Services (EAS) rewarded

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The ground handling arm of Etihad Airport Services (EAS), a division of Etihad Aviation Group, has received the internationally-acclaimed Airline Operators Committee (AOC) award for excellence for 2017.

AOC commended EAS Ground for its outstanding customer service performance last year, which resulted in consistently high levels of customer satisfaction during the full guest journey, from check-in to luggage collection at the final destination.\

EAS Ground served 31 airlines in 2017, including home carrier Etihad Airways, across Terminals 1, 1A, 2, and 3 at Abu Dhabi International Airport, handling more than 36,000 aircraft movements and approximately 4.5 million guests.

Khaled Almehairbi, Senior Vice President & General Manager of Etihad Airport Services – Ground, said: “The Etihad Airport Services team is immensely proud to receive the coveted Airline Operators Committee award, which recognises our strong performance and accomplishments in 2017.

“During the year, we implemented both established and innovative new programmes to ensure we not only exceeded our targets, but more importantly, satisfied the requirements of our customer airlines and their guests.”

Mr Almehairbi added: “Meeting the diverse requirements of our airline customers can be challenging, due to the unique systems they each utilize. To overcome this, we focused on enhancing the capabilities of our employees to ensure they’re able to work efficiently across the different platforms and deliver a unique and seamless service.”

The overall operational on-time performance (OTP) for EAS Ground’s customer airlines was the highest ever in 2017, at 98.6 per cent. OTP is calculated on actual flight arrival and departure times within 15 minutes of the published schedule and takes into consideration a variety of external factors including weather disruption and airspace congestion.

EAS also met the Airport Service Quality (ASQ) targets set by the Airports Council International on waiting time at check-in; efficiency of check-in staff; and the courtesy and helpfulness of check-in staff.

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Juergen Thomas Steinmetz has continuously worked in the travel and tourism industry since he was a teenager in Germany (1979), beginning as a travel agent up through today as a publisher of eTurboNews (eTN), one of the world’s most influential and most-read travel and tourism publications. He is also Chairman of ICTP. His experiences include working and collaborating with various national tourism offices and non-governmental organizations, as well as private and non-profit organizations, and in planning, implementing, and quality control of a range of travel and tourism-related activities and programs, including tourism policies and legislation. His major strengths include a vast knowledge of travel and tourism from the point of view of a successful private enterprise owner, superb networking skills, strong leadership, excellent communication skills, strong team player, attention to detail, dutiful respect for compliance in all regulated environments, and advisory skills in both political and non-political arenas with respect to tourism programs, policies, and legislation. He has a thorough knowledge of current industry practices and trends and is a computer and Internet junkie.