To improve goodwill with its customers, Nigeria’s major carrier, Arik Air has introduced ambassadors from its cabin crew whose duty is to interface with passengers.
The ambassadors who came from ground operations, are expected to enhance passenger satisfaction with the airline’s services, provide up to date information on flights and attend to peculiar needs of the passengers.
Arik Air management, which unveiled the ambassadors, said that the objective was to provide its passengers unique flight experience.
Speaking at the event held at the General Aviation Terminal, (GAT), MurtalaMuhammed Airport on Monday, the airline’s Vice President, Ground Operations, Murat Ozcan, said that the essence of putting the ambassador unit together was to give customers better experience at the airport and cater for passengers’ needs.
“The unit will help give timely responses to passengers. The idea came up when we decided to put some units together to look after the passengers. Once passenger walks into the terminal, they will be received by our ambassadors, who are very distinguished and identifiable by the way they are dressed.
If passengers have any questions or issues, the Arik ambassadors will be able to assist them and they will always be here to help. The work of an ambassador starts immediately check-in commences every day. Anytime there are issues or inquiries from our passengers, they can approach the ambassadors. Their mission is to solve the passengers’ problems before they leave the airport,” Ozcan said.
He explained that the aim of the unit was to make passengers get exceptional customer service experience; so that passengers would leave the airport happy.
“Airline operations are extremely time consuming process, if anything comes up outside the box, our operations people who may not be able to resolve it at that particular time will refer passengers to Arik ambassadors, who will definitely resolve it on a timely basis. We have six ambassadors and one lead ambassador. In each shift, we have two ambassadors on duty all the time,” he added.
Ozcan stated that very soon,Arik ambassadors would be extended to Abuja and Port Harcourt airports.
Head Arik Ambassador, IjeomaEbele said she was excited at this new development and pledged commitment to the course of satisfying the needs of passengers.
“We realised that a lot of passengers have complaints about refund and on-time departure. We have been able to tackle the issue of on-time departure, our flights go on time and we are beginning to refund our passengers whose flights were cancelled for one reason or the other. We hope to do this more effectively with these ambassadors,” Ebele added.
THISDAY
