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.

9. THANK YOU
Mail me for references: arallien@hotmail.com