Department Guest Experience strengthens the product

Airberlin has restructured its “Guest Experience” department to deal with all aspects of its product. From now on the new team will steer and develop the airberlin product range centrally and thus realise synergies within the company. Thomas Ney, Executive Vice President Guest Experience at airberlin, together with his team of colleagues, is now responsible for overall product design and for service standards for all service on board and on the ground. The “Guest Experience” department’s duties and responsibilities include, for example, the choice of food and drinks, the selection of Hollywood blockbuster movies for the inflight Entertainment System, the design of airport lounges and the purchase of trolleys. The following three areas have been added to the department’s responsibilities: Ground Services (airport lounges, Chauffeur Service), Cabin Standards (service on board) and Quality Assurance (verifying product standards). “airberlin is constantly improving the service it provides and offers each passenger the product to suit his/her individual requirements. On long-haul flights we now provide an optimum level of comfort in both Business Class and Economy Class. The range of service on board has been extended, our aircraft cabins have been redesigned and all our new seats have been equipped with touchscreen monitors, so that passengers can choose their own individual entertainment programme,” says Thomas Ney. Certificate for quality management In the summer of 2012, airberlin once again demonstrated the high quality of its service standards in the course of a regular TÜV monitoring audit. Back in 2010, Germany’s second largest airline was the first ever airline to receive a certificate from TÜV Rheinland for its management system in the area of service standards. The TÜV “Service Quality Management System” certificate was issued for four of airberlin’s service sectors: the airberlin.com website with its numerous service offers, service at the airport, service on board and the service that the airline offers to its frequent flyers.