The Path to Product Excellence: Avoiding Common Pitfalls and Enhancing Commun...
Etihad Airways- Key Success Factors in Far East Countries
1. By Arshed Aydrose- University of
Wollongong
Etihad’s Key Success Factors
in Far East Countries
2. KEY SUCCESS FACTORS
People
Products and Services
Route System
Partnership and Alliance
Revenue and Cost control
3. Etihad Airway's People
Award winning cabin crew
Inflight Chef
Training for communicative skills and crisis management
Introduction of ‘iachieve’ – a performance based pay
4. Product and Services
Vision- Best in class Customer Service and Reducing Cost.
Inflight Developments:
Economy Class on all far eastern
destinations.
Included Hot beverages, multiple course meal
and hot desert.
Japanese inflight service with traditional
KAISEKI menu.
Korean menu in all Seoul flights.
5. Product and Services
Aircraft Developments:
Inflight Entertainment system in all B777 and
A340 aircrafts by end of 2010.
Ground Product Offerings:
Economy Class passengers have access to
free wifi, printing, luggage storage, family
lounges and prayer rooms at Etihad Terminal
Abu dhabi.
6. Route Systems
New and Increased frequencies
From AUH to Beijing (five per week to daily flights)
From AUH to Seoul (six per week to daily)
From AUH to Bangkok ( 10 flights per week to double daily)
7. Partnerships and Alliances
28 codeshare agreement with
leading airlines.
Strategic alliance with
Virgin Atlantic in Sep2010.
Generated revenue up to 1billion AED in 2010 alone.
8. Revenue and Cost Control
Express Dinner Service- Less weight, Less fuel.
April 2010, New meal planning system
(Automated Catering Process).
High Altitude flying- Less pressure, Less fuel burnt.
