Etihad Airways has said it has completed the final phase in the development of its Al Ain contact centre facility, with the opening of a second contact centre.
The launch brings to three the number of centres within the UAE, and a total of four worldwide, the Abu Dhabi-based carrier said in a statement, adding that 140 new jobs had been created.
It added that the new facility will complement the airline’s current Al Ain contact centre, which was launched in 2011 and is staffed and managed by a team of 170 Emirati women.
The new centre will operate 24/7 with a desk capacity for 70 agents providing bilingual Arabic and English assistance to the airline’s guests.
Contact centre agents are trained to handle all aspects of customer inquiries relating to their journey with Etihad Airways and membership of the airline’s loyalty program, Etihad Guest.
The new centre will support the airline’s customers in the UAE and across the Gulf region, the statement said.
Peter Baumgartner, Etihad’s chief commercial officer, said: “We are pleased to expand our Al Ain contact centre, and enhance the guest experience with highly trained, multilingual contact centre agents.
“Our contact centres, which are located in the UAE and the UK, handle around three million calls each year. As Etihad Airways grows, we continue to evolve our guest services to provide the best experience for all our guests and travel trade partners.”
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