Etihad Airways is to introduce wellness ambassadors as part of a comprehensive post-Covid-19 health and hygiene programme to give guests greater peace of mind when they fly.
Passengers in need of more information and advice regarding health and safety measures will be able to contact the specially trained, multi-lingual team 24/7 via email. The service will soon expand to include a web-chat option.
The ambassadors will be introduced at Abu Dhabi International Airport over the coming weeks to ensure 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.
Etihad will then introduce them onboard flights once travel restrictions to and from the UAE have been lifted.
All wellness ambassadors will undergo special training at the airline’s training facilities in Abu Dhabi, and online.
The airline has also launched an online guide, which will highlight the high standards of cleanliness, health and hygiene being applied at every stage of the customer journey.
This includes 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.
Etihad group chief executive officer, Tony Douglas, 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.”
Douglas added: “The wide-ranging measures we are taking are a strong reflection of those already in place across the emirate of Abu Dhabi.
“When restrictions are fully lifted and travellers can once again enjoy the best our wonderful home has to offer, they can rest assured their trip will be to one of the cleanest and most well-maintained destinations in the world.
“This will of course also apply to those transiting onwards through the capital. We are grateful to our partners, including Abu Dhabi Airports, and the Department of Culture and Tourism, for their close cooperation in this far-reaching programme.”