Etihad Airways has launched ‘Etihad Wellness’, an expanded and more comprehensive health and hygiene programme and customer guide. This builds on the stringent measures already put in place by the airline to deal with COVID-19. The programme will be championed by the introduction of specially trained Wellness Ambassadors, a first in the industry, who will provide essential travel health information and care so guests can fly with greater peace of mind.

Etihad Wellness initiatives will be communicated through an easy-to-use online guide highlighting the high standards of cleanliness, health and hygiene being applied at every stage of the customer journey. This includes culinary hygiene at the airline’s catering facilities* and food testing laboratory, aircraft cabin deep-cleaning, check-in, health screening, boarding, inflight experience and product, crew interaction, arrival, and ground transportation.

EEtihad Cabin Crew in PPE
Etihad Cabin Crew in PPE

For those needing more specific and personalised information, skilled Wellness Ambassadors can be contacted directly 24/7. This dedicated multi-lingual team will offer reassurance to customers by sharing advice on travel wellbeing and details of the health and sanitisation measures being implemented throughout their journey. Etihad will expand the service to include a web-chat option. All Wellness Ambassadors will undergo special training at the airline’s training facilities in Abu Dhabi, and online.

Tony Douglas, Group Chief Executive Officer, Etihad Aviation Group, said: “Providing for our guests, and their wellbeing, is one of Etihad’s core values, and we have a responsibility to protect them, to keep them fully informed, and to provide even greater levels of genuine warmth and personal care. We must guarantee they can travel assured in the knowledge that we have every aspect of their journey with us covered, while still providing a top-quality travel experience. The Wellness Ambassadors will play an important role in delivering this. For us it is not simply about dealing with a new normal – this level of genuine and innovative customer care has always been part of Etihad’s DNA since our inception.”

Over the coming weeks, Etihad will also introduce Wellness Ambassadors at Abu Dhabi International Airport in partnership with Abu Dhabi Airports (ADAC). This will make sure the same levels of care and support are provided at every point of the customer journey through the airport, from check-in to security, immigration, the retail areas, lounges and boarding, so that guests can fly with added comfort, security and confidence.

Once travel restrictions to and from the UAE are lifted, and the airline resumes an expanded network of international flights, Etihad will introduce Wellness Ambassadors on board, complementing the roles performed by other Cabin Crew, and providing an enhanced level of customer care focused on health and wellness inflight.