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Chief Customer Officer showcases Alitalia’s guest-centric strategy at global conference in Hamburg

Over 6,000 Alitalia cabin crew and front line airport teams have completed Customer Excellence training and 600 Senior Cabin Managers and Airport Managers have completed leadership training. This was the message from Chief Customer Officer, Aubrey Tiedt, at the Passenger Experience Conference in Hamburg. Ms Tiedt explained to travel industry professionals how Alitalia is transforming its guest experience and is on track to return to profitability by 2017, thanks to a combination of new service enhancements to improve the customer travel experience and an accelerated programme of cultural and operational change at every level within the airline. On the ground and in the air, Alitalia is empowering its customer-facing staff and placing them at the heart of this transformation process. Aubrey said that the key differentiator for Alitalia is the passion of the airline’s employees.  

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During the conference in Hamburg, Aubrey spoke about Alitalia’s guest-centric vision with Italian hospitality as its key driver, and explained how the end to end experience for Alitalia guests is being redefined and the airline’s staff empowered to realise this vision. She also explained Alitalia’s strategy to introduce real and lasting changes. 

Aubrey Tiedt said: “The transformation taking place at Alitalia is unprecedented with a complete restructuring of the business which is aimed at making us one of the world’s leading airlines. At the heart of this change is our staff. The goals of the new Alitalia are achievable because we are giving our people, especially Cabin Crew and Ground Service Agents, the tools they need to drive the change and the response  from our guests is extremely positive.” 

Alitalia also introduced new inflight products, which includes Poltrona Frau leather seats in Business Class, new cabin interiors in all travel classes, a new gastronomic offering and inflight services including the new ‘Dine any time’ concept that gives premium guests greater choice and flexibility about what and when they dine during their flight. Alitalia will also soon be launching a new range of cabin crew uniforms. 

Alitalia has made significant investment in ground services, including nine lounges in Italy and around the world by the end of 2016; the Chauffeur service with luxury transfers for Business Class passengers flying to New York, Abu Dhabi and beyond; and the Transit Team, which will assist and accompany passengers with rapid transits at Rome Fiumicino.