Over the past five years, Etihad Airways has steadily climbed the ranks to reach the top three airlines in the UAE, challenging Emirates, the current leader in the KPMG CEE Excellence ranking. The airline, based in Abu Dhabi, is committed to enhancing customer experience through technology investments, personalized services, employee empowerment, and attention to details like crew behavior, food quality, and aircraft cleanliness.
Surveyed customers highlighted the airline's professional and friendly staff attentive to passengers' needs, both in-flight and at customer service centers. Passengers appreciate the comfortable seats, spacious legroom, clean aircraft, and diverse in-flight entertainment options. The airline has received numerous awards for its exceptional in-flight service, which is a defining feature of the brand. Crew members undergo rigorous training that focuses on safety, customer service, and hospitality.
In terms of technology, Etihad made significant upgrades in 2023, including a switch to the Amadeus Altéa Passenger Service System for improved reservation and departure control.
Since March 2023 and with the release of new apps, customers can now enjoy a more tailored travel planning process, including real-time price updates, personalized offers, and easier booking options. Additional features like an automatic document checker, real-time baggage tracker, and smartwatch alerts further elevate the travel experience.
A partnership with Astra Tech allows for AI-powered flight bookings through the chat app BOTIM, which is part of BOTIM's relaunch as an "ultra app."
Customers value Etihad's transparent pricing, special promotions, and absence of hidden charges which might be one of the drivers behind Etihad high score on both the Integrity and Expectations Pillars.
The airline's extensive international network is also appreciated. Etihad Airways has launched new routes (e.g. Lisbon) and plans to triple its passenger count to 30 million and double its fleet to 150 planes by the end of the decade. The focus will be on medium and long-haul routes, targeting markets like India, China, and Southeast Asia.
Lastly, Etihad is noted for its safety and reliability, ranking among the most punctual airlines in the Middle East with an on-time arrival performance of 83.4% for the first half of 2023.
Customer quotes
I appreciate the hospitality of the staff, the comfort of the seats, and delicious and abundant food.
The price of Etihad tickets has gone way higher than before. I hope they also sell regular tickets to customers with less income and make the ticket price cheaper.
Seating is spacious. Entertainment is available on board. Flights are on time.
