World Aviation Group collaborates on Etihad customer contact

Luqa-based World Aviation Group has been appointed by United Arab Emirates' Etihad Airways to assist with the Abu Dhabi-based airline's customer contact integration programme.

The project aims to review and consolidate Etihad's customer interactions into a new service and sales model.

World Aviation Group is a public-private partnership between Air Malta plc and Cassar Aviation Services Ltd of Sydney.

The group operates a successful multi-lingual contact centre and a business process outsourcing operation in Malta.

A team of five specialists, led by Grace Torrellas, senior consultant and project director, hase been assigned to the project. Four members of staff already operate from Abu Dhabi.

World Aviation Group chief executive Dominic Attard said: "This is an extremely important assignment as Etihad Airways has a very high level of service and a reputable name worldwide. Our input will help Etihad to harmonise its customer service touch points throughout the airline's network."

"Etihad's rapid expansion has inevitably resulted in a huge increase in the volume of telephone calls from our customers," Etihad Airways' vice-president for sales Adrian Parkes said. "WAG's experience will help us address this challenge and ensure quality and consistency across our contact centre services."

Etihad Airways, recently named World's Leading Airline, has achieved significant growth since it first took to the skies in November 2003 and it continues to maintain its position as the fastest-growing national airline in the history of aviation.

It has continued to expand its global flight network and fleet of aircraft at a record-breaking pace while introducing award-winning services to its customers flying to more than 55 destinations in the Middle East, Africa, Asia, Australia, Europe and North America.

This year, the airline is targeting seven million passengers and has already launched new destinations to Melbourne, Astana, Istanbul, Athens, Larnaca, Chicago, Cape Town and Hyderabad.