Ethiopian Receives Award for Excellent Customer Service to African Diaspora
Ethiopian Airlines, the fastest growing airline in Africa, was recognized by Planet Africa Network with the Transformation Award 2012 at a ceremony held in Toronto on 17 July 2012, in the presence of H.E. Mr. Bal Gosal, Minister of State for Sports of Canada, Mr. Howard Eng, CEO of the Greater Toronto Area Airport, Mr. Tewolde Gebremariam, CEO of Ethiopian, and other invited guests. The award was given to Ethiopian for transforming lives in the African Diaspora by providing efficient aviation services.
Planet Africa Network was established to reflect the best of people of African heritage in the whole world and links the Diaspora to the continent where they live.
Ethiopian CEO Tewolde Gebremariam said on the ocassion “Ethiopian is, first and foremost, a customer focused and market driven airline. In a context of hyper competitive global airline industry, the only way for Ethiopian to sustain its success is through its differentiated service delivery and by meeting its customers’ expectations. We are, therefore, honored to get this award and will not relent in our continuous efforts to offer our customers the best possible travel experience.”
Ethiopian has been heavily investing in enhancing the skills of its human resource, in modernizing its fleet and in upgrading its facilities, all with a view to improve its customer service. The multiple recognition of the airline is the outcome of this continuous effort, as reflected in its customer satisfaction rating exceeding 85% and above industry average flight punctuality.
In the coming 2012-13 year, the airline will be introducing 14 additional brand new modern aircraft for the comfort of its passengers, including 5 B787-800 Dreamliners, 3 B737-800 with Sky Interior and 5 Q-400 aircraft with new configuration of full-fledged business class cabin and increased baggage space. Today the airline operates the youngest fleet in Africa.
Ethiopian is also upgrading Cloud 9/ business class seats in its B767 airplanes for the comfort of its passengers.
Moreover, the airline is working to upgrade the services and facilities at Addis Ababa Bole International Airport, its main hub, including with the construction of new Cloud 9/ business class lounge, which will be open to passengers in the coming weeks. Addis Ababa airport has already become one of the best in Africa, both in infrastructure and customer services. It is now among very few selected airports in the world that is able to connect passengers between international flights in less than 30 minutes.
The recognition by Planet Africa Network is yet another confirmation of Ethiopian commitment to service excellence and a vote of confidence by its esteemed customers.
In 2012, Ethiopian has also received Gold for its customer service by the African Aviation News Portal for having collected the highest number of votes, ahead of other airlines, in a survey involving 20,000 travelers.
This huge vote of confidence is an encouragement for Ethiopian to continue on its current trajectory as a customer focused airline that serves the travelling needs to and from Africa and, by so doing, contributes to its development.