At the time of its launch in 2003, the airline was positioned to be better than existing airlines, by being innovative and challenging perceptions about airlines in general. And that’s exactly what it’s done – with a little help from us.
Challenge
Etihad wanted to shake up the market with a new approach to frequent flyer programmes. So it launched one that was innovative not only in presentation, but also gave Etihad fliers a brand new experience to match the quality of service received from the airline itself.
Strategy
Acting as overall project managers, we were driven by a ‘touch map’ that drove the strategy for the design and implementation of a new breed of frquent flyer programme; one that aimed to delight the ‘guest’ at every contact point. And we successfully took on the task of implementing our solution, providing comprehensive service centre, back office, and systems operations support.
Results
The programme has won many awards including a Freddie for Customer Service (managed by us) and the airline continues its winning spree with the latest ‘World’s Leading Airline’ award for 2009.
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