Etihad Airways wins award for 'inspired service'

Etihad Airways has been named the winner of Air Transport World's Passenger Service Award for 2012.

Editors of ATW recognised the carrier’s “excellent customer service product and offering of a premium service across all cabins.”

“Etihad and excellence in service go hand-in-hand. What is remarkable is that the airline has not only maintained but improved its service level while growing at an extraordinary pace,” said chief editor, Geoffrey Thomas.

“President and CEO James Hogan is to be lauded for introducing the “inspired service” concept that benchmarks the airline not against other airlines but 5-star hotels and exquisite restaurants.

“This takes Etihad down a less predictable path that is harder for its competitors to counter. But the culture of excellence is not confined to the cabin and touches every aspect of the airline’s operations.”

Hogan said the award was a wonderful way to start 2012, the most important year in the airline’s history.

“We will move into sustainable profitability this year with a product offering that is the best in the world. Our service culture typifies our determination to ensure all our guests are rewarded with a rich travel experience whenever they fly with us.

“In the months and years ahead we will continue to set new benchmarks as we roll out innovative ways to further improve our customer service both on the ground and in the air,” Hogan said.