Etihad Airways Enhances Digital Experience with New Updates for Passengers

Etihad Airways has unveiled a series of updates to its website and mobile app to enhance the customer experience, making travel more personalized and seamless for passengers. Announced on November 11, 2024, the updates aim to improve the customer journey with a focus on convenience, payment flexibility, and self-service options.

The new changes on Etihad’s digital platforms include market-specific payment methods, expanded self-service functionalities, and enhanced features for its loyalty program. Passengers in key markets such as Europe and India will now be able to make payments using local payment methods. Additionally, Etihad’s enhanced system allows passengers to easily redeem Etihad Guest miles for flights and upgrades.

Another significant update is the improved self-service feature, which enables passengers to modify their bookings more easily. The airline has introduced a more intuitive booking process that includes calendar-based fare searches and local language options, further enhancing convenience for travelers.

“Our commitment to digital innovation is unwavering,” said Frank Meyer, Chief Digital Officer at Etihad Airways. “By consistently refining our digital touchpoints, we’ve been able to rapidly implement enhancements that directly benefit our customers. This agile approach allows us to stay at the forefront of the competitive airline industry and consistently exceed passenger expectations.”

Future updates will focus on refining the check-in process and providing more timely travel information to passengers.

Arik De, Chief Revenue and Commercial Officer at Etihad Airways, highlighted the remarkable growth in the airline’s digital channels, noting that online direct sales have significantly increased across key markets. He credited the close collaboration between Etihad’s Commercial and Digital Technology teams for the swift implementation of customer-focused solutions that have enhanced engagement and helped boost ancillary revenue through a more personalized booking experience.

These digital advancements are part of Etihad Airways’ ongoing efforts to improve customer satisfaction and position itself as a leader in the highly competitive airline industry.

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