ETIHAD AIRWAYS

Factsheets December 2011

P.O. Box 35566, Abu Dhabi, United Arab Emirates Tel: +971 2 5110000, Fax: +971 2 5111200, www.etihad.com National Airline of the United Arab Emirates

Factsheet Etihad Airways In Brief

December 2011

Etihad Airways, the national airline of the United Arab Emirates, has in just eight years established itself as the world‟s leading airline. Set up by Royal (Amiri) Decree in July 2003, Etihad commenced commercial operations in November 2003 and has gone on to become the fastest growing airline in the history of commercial aviation. Abu Dhabi, the capital of the United Arab Emirates, is the airline‟s hub. Etihad‟s fleet of 63 aircraft operates more than 1000 flights per week, serving an international network of 84 passenger and cargo destinations in 52 countries. The airline seeks to reflect the best of Arabian hospitality – cultured, considerate, warm and generous – as well as enhance the prestige of Abu Dhabi as a centre of hospitality between East and West. Etihad has received a range of awards that reflect its position as the leading premium airline brand in the world, including „World‟s Leading Airline‟ at the World Travel Awards in 2009 and 2010.

Board of Directors: Etihad is governed by a Board of Directors under the
chairmanship of HH Sheikh Hamed bin Zayed Al Nahyan and operates in terms of its founding legislation and the Article of Association of the Company. The current Board consists of seven independent non-executive members and has two sub-committees, being an Executive Committee and an Audit Committee, each with its own charter and Chairman, comprising:        HH Sheikh Hamed bin Zayed Al Nahyan - Chairman of the Board; HH Sheikh Khaled bin Zayed Al Nahyan - Vice Chairman of the Board; HE Ahmed Ali Al Sayegh - Board Member; HE Mohamed Mubarak Fadel Al Mazrouie - Board Member; HE Mubarak Hamad Al Muhairi - Board Member; HE Hamad Abdullah Al Shamsi - Board Member; and HE Khalifa Sultan Al Suwaidi - Board Member.

Management team: The airline is led by James Hogan, who was appointed Chief
Executive Officer in 2006. The management team also comprises:      James Rigney - Chief Financial Officer; Peter Baumgartner - Chief Commercial Officer; Richard Hill - Chief Operations Officer; Kevin Knight, Chief Strategy and Planning Officer; and Ray Gammell - Chief People and Performance Officer.

Factsheet

December 2011

Business: Etihad‟s main business is the international air transportation of
passengers. Etihad also operates Etihad Holidays, Etihad Crystal Cargo and a global contact centre organisation as part of its commercial group.

Destinations: Etihad serves 84 destinations in 52 countries, including:
Abu Dhabi, Alexandria, Almaty, Astana, Athens, Amman, Baghdad, Bahrain, Bangkok, Beijing, Beirut, Bengaluru (Bangalore), Brisbane, Brussels, Cairo, Cape Town, Calicut, Casablanca, Chennai, Chengdu, Chicago, Cochin, Colombo, Damascus, Dammam, Delhi, Dhaka, Doha, Dublin, Düsseldorf, Erbil, Frankfurt, Geneva, Hyderabad, Islamabad, Istanbul, Jakarta, Jeddah, Johannesburg, Karachi, Kathmandu, Khartoum, Kuala Lumpur, Kuwait, Lahore, Larnaca, London Heathrow, Malé, Manchester, Manila, Melbourne, Minsk, Milan, Moscow, Mumbai, Munich, Muscat, Nagoya, Nairobi, New York, Paris, Peshawar, Riyadh, Shanghai, Singapore, Seoul, Seychelles, Sydney, Tehran, Toronto, Thiruvananthapuram, and Tokyo.

Fleet:
The airline currently operates a fleet of 63 aircraft, consisting of: two Airbus A319s; 13 A320s; 16 A330-200s; six A330-300s; four A340-500s; seven A340-600s; eight Boeing 777-300ERs; two A300-600Fs; two A330-200Fs; one B777-200F and two MD11Fs. The airline announced what was at the time the largest aircraft order in commercial aviation history at Farnborough International Air Show in 2008, for up to 205 aircraft – 100 firm orders, 55 options and 50 purchase rights. Over the next 10 years, Etihad Airways plans to take delivery of: 19 A320s between 2011 and 2015; 10 Airbus A380s from 2014; 25 A350s between 2017 and 2020; 31 Boeing 787s between 2014 and 2020; and 10 Boeing 777s between 2012 and 2013.

Passenger numbers and revenue: In 2010, Etihad saw passenger numbers top
7 million for the first time and revenue passenger kilometres (RPKs) rise 20.1 per cent. Etihad‟s revenue exceeded US $2.9 billion in 2010.

Codeshares: Etihad has 34 codeshare agreements in place, building the airline‟s
international network. These include Aer Arann, Air Astana, Air Malta, Air New Zealand, Alitalia, American Airlines, ANA, Asiana, Bangkok Airways, bmi, Brussels Airlines, Cyprus Airways, Czech Airlines, flybe, French Railways (SNCF), Jet Airways, Kuwait Airways, Malaysia Airlines, Malev, Middle East Airlines, Olympic Air, Pacific Blue, Philippine Airlines, Royal Air Maroc, Saudi Arabia Airlines, Siberia Airlines (S7), Sri Lankan Airlines, TAP Portugal, Turkish Airlines, Ukraine International, Virgin Blue, V Australia, Vietnam Airlines and Yemenia.

Product: Etihad Airways is committed to providing guests with a superior travel
experience both inflight and on the ground. The airline has recently upgraded a

Factsheet

December 2011

number of its aircraft in Business Class and Economy Class cabins, and its new First Class suite is now available on all three-class aircraft. Etihad Airways also offers a range of convenient ground services, including chauffer pick-up in 24 destinations globally and premium lounges in Abu Dhabi, London, Frankfurt, Dublin and Manchester.

Etihad Guest: The award-winning loyalty program, Etihad Guest, was launched in
August 2006 and quickly established itself as one of airline industry‟s fastest-growing and most innovative loyalty programs. Etihad Guest now boasts more than 1.25 million members. The program offers members the opportunity to accumulate Etihad Guest Miles which can be redeemed against a wide selection of more than 2,900 flights and non-flight rewards from more than 200 partners, ranging from hotel accommodation and car rental to retail discounts and exciting products on Etihad Guest‟s online Reward Shop.

Sustainability: Etihad Airways is fully committed to conducting its business in ways
which ensure the responsible management of the effect it has on the environment. Through the adoption of its environmental policy, partnership with the Masdar future energy initiative and its fuel efficient fleet, the airline is focused on abiding by the principles of reduce, reuse and recycle.

People: Etihad employs more than 8,000 staff representing over 120 nationalities
from around the world. The airline is also committed to pioneering opportunities for the UAE‟s national population, and through its Emiratisation Program, offers a wide range of training opportunities for Emiratis, including a cadet pilot scheme, a technical engineering development program and a graduate management development program.

Sponsorships: Etihad is proud to support a range of sporting and cultural events in
the United Arab Emirates and worldwide. These sponsorships are consistent with Etihad‟s values of hospitality, team spirit, and helping bring Abu Dhabi to the world and the world to Abu Dhabi. Etihad‟s major sponsorships include the Formula 1 Etihad Airways Abu Dhabi Grand Prix, Manchester City Football Club, Etihad Stadium in Melbourne, Sport Australia Hall of Fame, GAA Hurling All-Ireland Senior Championship, Harlequins Rugby Football Club and V8 Supercars Australia.

Address:
PO Box 35566, Head Office Khalifa City A, Abu Dhabi United Arab Emirates www.etihad.com

Shanghai. New York. Alexandria. Jakarta. Munich. Thiruvananthapuram. Muscat. Geneva. As part of its long term vision. Malé. Kuwait. Minsk. Moscow. Riyadh. Johannesburg. Bengaluru (Bangalore). Tehran. Khartoum. Milan. Manila. Toronto. Karachi. Kathmandu. Doha. Sydney. Singapore. Beirut. Dhaka. Bahrain. Delhi. Erbil. Mumbai. Colombo. and Tokyo. Cairo. Paris. Etihad plans to operate to up to 100 major business and leisure destinations around the world by 2020. Larnaca. Lahore. Seychelles. and 63. Cape Town. Istanbul. Athens. Kuala Lumpur. Baghdad. Chennai. London Heathrow. Brussels. Dammam. Frankfurt. On average Etihad currently operates:     173 flights per day. 5. including: Abu Dhabi. Etihad‟s on time performance in was 2010 was 72 per cent for zero minutes and 87 per cent for below 15 minutes. Astana. Beijing. Damascus. Nairobi. Chengdu. Bangkok. Almaty.Factsheet December 2011 Network Etihad currently serves 84 destinations in 52 countries. Brisbane. Amman. Melbourne. Manchester.211 flights per week. 1. Jeddah.145 flights per year (current estimates). Düsseldorf. Nagoya. Seoul. Casablanca. Chicago. Calicut. Islamabad. Dublin. Hyderabad.190 flights per month. Peshawar. Cochin. .

. but not the delivery date). for up to 205 aircraft – 100 firm orders. 55 options (guaranteeing the price of the aircraft and the delivery date) and 50 purchase rights (guaranteeing the price of the aircraft. Etihad Airways plans to take delivery of: 19 A320s between 2011 and 2015.Factsheet December 2011 Fleet Etihad‟s fleet is one of the youngest in the world and currently consists of 63 passenger and cargo aircraft: Aircraft Airbus A319 Airbus A320 Airbus A330-200 Airbus A330-300 Airbus A340-500 Airbus A340-600 Boeing 777-300ER Airbus A300-600F (Freighter) A330-200F (Freighter) MD11F (Freighter) B777-200F (Freighter) Fleet 2 13 16 6 4 7 8 2 2 2 1 Engine IAE V2500 IAE V2500 and CFM 565A Rolls-Royce Trent 700 Rolls-Royce Trent 700 Rolls-Royce Trent 500 Rolls-Royce Trent 500 GE90 Pratt & Whitney 4158 Rolls-Royce Trent 700 Pratt & Whitney 4462 GE90 At Farnborough International Air show in 2008. the airline announced what was at the time the largest aircraft order in commercial aviation history. 10 Airbus A380s from 2014. Over the next 10 years. and 10 Boeing 777s between 2012 and 2013. 25 A350s between 2017 and 2020. 31 Boeing 787s between 2014 and 2020.

Abu Dhabi. On the ground. armrests and ottomans upholstered by Poltrona Frau. which are longer and wider. ambient lighting with dimmer settings.Factsheet Product and Services December 2011 Etihad Airways is committed to providing guests with a superior travel experience both inflight and on the ground. Etihad introduced its new First Class Suite. and four individual lighting options with dimmers. Arabic-styled sliding doors offering complete privacy. available on all routes with First Class by October. Etihad has recently upgraded a number of its aircraft in the Business Class and Economy Class cabins. smooth and fast as possible. The seats include larger meal and cocktail tables. won the World‟s Best Business Class award in 2009. as voted for by more than 18 million passengers worldwide. in-seat power points and USBs. while also drawing inspiration from the very best in five-star boutique hospitality from around the world. a 23inch personal entertainment screen. use the latest inflight entertainment systems. The new First Class product is being rolled out progressively to Etihad‟s existing three-class fleet this year. featuring a luxurious Poltrona Frau leather seat that converts to a fully flat bed. Pearl Business Class: Etihad‟s Pearl Business Class. The First Class cabin also includes a spacious and comfortable changing room with a leather fold down seat and full length illuminated mirror. Customers travel in state-of-the-art seating designed for maximum comfort. . featuring a seat that converts to a fully flat bed. a personal wardrobe with mirror. a large wood-finished table. Etihad has introduced a range of services designed to make the travel experience as comfortable. Etihad represents modern Arabia and its home. In the air: Diamond First Class: In August 2009. luxurious leather headrests.4 inch personal screen. and its new Diamond First Class Suite is now available on all routes with First Class. New advanced Business Class seats are now being introduced. and experience fine dining and impeccable service. Etihad‟s Diamond First Class was awarded „World‟s Best First Class‟ in the Skytrax awards for two years running. more storage space and a state-of-the-art Panasonic eX2 inflight entertainment system with a 15. all with direct aisle access in a 1-2-1 configuration. Etihad took delivery of the first of its six A330-300s with all cabins upgraded in December 2009 and all deliveries will be complete in September 2011. as voted for in the Skytrax annual poll.

with a 32 inch pitch. hand-picked from around the world. Each inflight menu is tailored to the route. one taste of Arabia dish and one Western option. on a number of its aircraft. Etihad offers a fashionable black cosmetic purse detailed with exclusive crystals by Swarovski. music and interactive games. are available to help guests find the right dish to suit their mood and the perfect accompaniment. hired from leading establishments worldwide. guests can recharge their laptop or mobile phone and connect personal devices to the system. An extension of the Inspired Service philosophy already embedded in its First and Business Class cabins. TV shows. USB port and power sockets underneath the 10. including a kids only channel.Factsheet December 2011 Coral Economy Class: Etihad has rolled out a new service style in Economy Class. choosing from an extensive á la carte menu or “Kitchen Anytime” menu. Etihad is progressively introducing one of the world‟s most comprehensive in-flight entertainment systems. On routes where there is a very high demand for particular menu items (ie Indian cuisine on flights to the Indian Subcontinent. The new Economy cabin offers a new interior design. an . Amenity kits: For Diamond First Class female guests. Small touches on the seat such as coat hooks and cup holders make the space more individual. on-demand entertainment systems. specially selected from the world‟s best vineyards. Advanced seating for the Economy cabin was introduced in December 2009 and is now available on all A330-300 aircraft. Each seat is also equipped with a handheld controller. and a hot and cold café service with a range of beverages from cappuccino to green tea. Etihad will begin introducing qualified Inflight Chefs in its First Class cabins. Exclusive boutique wines are served. available in a wide choice of languages. the new service delivers greater levels of personal attention. Guests can enjoy over 600 hours of movies. A large pillow is provided. the menu is adjusted to include only of those dishes. Inflight entertainment: All Etihad flights are fitted with state-of-the art. touches of luxury and greater choice and flexibility. For men. the Kaiseki menu on flights to Japan). Dining: Dining is an inspiring experience in Etihad‟s Diamond First Class and Pearl Business Class. Food and Beverage Managers. Guests can indulge in a selection of complimentary drinks. In November 2011. footrest and a deep recline. Guests may dine when they like. typically including at least one dish inspired by the destination. a Panasonic eX2 system. an offering unique to Etihad. On power points located at every seat. The Inspired Service in Economy Class includes hot desserts. Seats are ergonomically designed for comfort.4 inch personal entertainment screen. rolling the concept out progressively across the network.

In the Business Class lounge. pencils and games and available on all flights longer than 1 ½ hours. eyeshades and products from luxury brand La Prairie such as moisturiser. In Abu Dhabi. hassle free. featuring up to 170 products. television and an exciting children‟s menu. In Business Class. socks. On select ultra long haul flight. and à la carte fine dining.Factsheet December 2011 exclusive black leather cufflink box holds quality amenities. in conjunction with its airline partners. Parents can keep children busy and creative with the airline‟s „kids‟ pack‟. The program provides travellers with a convenient. Manchester and Dublin offer Family Rooms equipped to keep children busy and happy. Etihad also offers special inflight menus for children and state-of-the-art inflight entertainment programs with more than 600 hours of movies. The range is perfect for selecting last minute gifts for family and friends as well as showcasing many products that are either available exclusively to the airline industry or designed specifically for Etihad‟s guests. On the ground: Lounges: Etihad‟s First and Business Class guests receive access to luxury lounges across all destinations. Etihad‟s signature First and Business Class lounges in Abu Dhabi. Family Travel: Etihad offers a variety of products and services designed to make travelling with children more enjoyable. Coral Economy Class guests receive an amenity kit containing comfort items in a handy travel pouch. The kits are complemented by highquality tailored male and female sleeper suits. socks and eyeshades. stickers. TV shows. including a complimentary Six Senses spa. the airline‟s signature First Class lounge offers guests a range of luxury services. rest and . taking care that they are safe. unique shopping experience while onboard. ear plugs. Etihad lounges in Abu Dhabi offer nannies to watch over children. international buffet cuisine. London. toothbrush and toothpaste. engaged and enjoy their time at the airport. an offering exclusive to Etihad Airways First Class. champagne bar. business. cigar lounge. such as a shaving kit with Schick Xtreme 3 razor and shaving cream. cabin crew offer guests designer skincare products from Korres. including a “kids only” interface. Both amenity kits include toothbrush and toothpaste. toys. which is full of fun activities. with books. Inflight Duty Free: Etihad offers all guests the opportunity to shop inflight from the airline‟s „exclusives‟ range. guests can enjoy a complimentary spa treatment from Six Senses spa. music and interactive games. Customers also have the opportunity to pre-order items online or via email to ensure their requested products are available onboard their next flight. hand cream and lip balm. On the ground. ear plugs. Further.

Online check-in: All guests can save time by checking in online from 24 hours to two hours before departure. The fleet of Mercedes-Benz coaches is equipped with elegant interiors. Check-in. prayer rooms are available and children can be kept entertained by nannies in a family room. In Abu Dhabi. Etihad Chauffeur: Etihad Chauffeur is a premium limousine service that creates a unique door-to-door experience for Diamond First Class and Pearl Business Class guests. with personal chauffeurs available at 24 Etihad destinations in 16 countries. check their baggage and travel to Abu Dhabi airport via luxury coaches. Etihad offers dedicated check-in areas for families and Etihad Guest Silver cardholders. For Economy Class passengers. Frankfurt and Dublin. excellent climate-control systems. Abu Dhabi Airport: Etihad provides porter and concierge facilities and a separate check-in desk with spacious surrounds for First Class and Business Class guests. Check-in. . choose their preferred seats and print their own boarding pass to present upon arrival at the Bag Drop counter at the airport. Dubai terminal: A terminal check-in in downtown Dubai allows Etihad guests the opportunity to check in six to 24 hours before a flight. Priority boarding: Diamond First Class. Pearl Business Class and Etihad Guest Gold cardholders can take advantage of priority boarding. Manchester. ergonomically-designed seats. as well as a number of destinations worldwide. as well as Etihad Guest Gold cardholders. the airline offers a dedicated lounge for those passengers awaiting the Etihad Chauffeur service.Factsheet December 2011 relaxation and entertainment options. an entertainment system and high-resolution 14-inch monitors. An exclusive fast-track service is available for First and Business Class passengers arriving into and leaving Abu Dhabi. In both lounges. Luxury coach service: Etihad‟s Coral Economy Class guests can enjoy complimentary luxury coach transportation between Abu Dhabi International Airport and Dubai or Al Ain. Guests can check-in. Etihad also operates its own lounges in London.

Factsheet An Award Winning Airline December 2011 In its first seven years of operation. as judged by over 18 million air travellers worldwide in the annual Skytrax survey. In 2011.2011 Biz Travel Forum. Milan • Business Airline of the Year – 2011 Guardian Observer Travel Awards • Leading Airline – World Travel Awards Middle East • Leading Airline First Class – World Travel Awards Middle East • Leading Airline Inflight Entertainment – World Travel Awards Middle East • Leading Cabin Staff – World Travel Awards Middle East • Web Excellence. Etihad was recognised as the „World‟s Leading Airline‟ for the second consecutive year at the World Travel Awards. Airline category – Pan Arab Web Awards . Etihad was awarded „World‟s Best First Class‟. In November 2010. Airline category – Pan Arab Web Awards • Best Co-Branded Card in the Middle East – Smart Card Awards Middle East • Best Long Haul Airline – Irish Travel Awards • Best Economy Class – Monitor Airline of the Year Awards.Skytrax • Best First Class Onboard Catering – Skytrax • Airline of the Year – Aviation Business Awards • Second in „Top Airlines Global‟ Category – Condé Nast Traveler Awards • World‟s Leading First Class – World Travel Awards • World‟s Leading Airline – World Travel Awards • Leading Airline – World Travel Awards Middle East • Leading Airline First Class – World Travel Awards Middle East • Leading Airline Economy Class – World Travel Awards Middle East • Leading Cabin Staff – World Travel Awards Middle East • Leading International Marketing Campaign – World Travel Awards Middle East • Leading In-flight Entertainment – World Travel Awards Middle East • Best First Class Onboard Catering – World Travel Awards Middle East • „International Sponsorship‟ category in the Arabian Sponsorship Awards 2010 • Airline Campaign of the Year – Expedia Marketing Awards • Web Excellence. Bangladesh • Best Meal in Economy Class – Monitor Airline of the Year Awards. Etihad has received a range of local and international awards that reflect its position as the leading premium airline in the world. Bangladesh 2010 • World‟s Best First Class – Skytrax • Best First Class Airline Seat . Etihad‟s awards to date include: 2011 • World‟s Best First Class – Skytrax Awards • World‟s Best First Class Onboard Catering – Skytrax Awards • Best Business Class .

World Travel Awards Middle East • Best Website .World Travel Awards Middle East • Leading First Class .Irish Travel Trade News awards. London.Skytrax awards • Best business class . leading first class and leading travel website .Freddies awards • Best Bonus Promotion .CEO Middle East awards (ITP) • WebAward for Outstanding Achievement in Website development from Web Marketing Association . UK • Best Business Class Airline .World Travel Awards (WTA) • Marketing strategy of the year .Irish Travel Trade News awards.World Travel Awards (Global) • European Sponsorship of the Year Award . Aviation CEO of the year . Dublin • Best Airline to the Middle East / Africa .World Travel Awards (WTA) • World‟s Leading First Class .World Travel Awards Middle East • Leading International Marketing Campaign .Freddies awards • Best Award Redemption .Skytrax awards • Top Worldwide Airline (Silver) .European Sponsorship Association • Airline of the Year .Business Travel Awards 2009 • World‟s Leading Airline .World Travel Awards Middle East • Leading Airline Lounge .USA • Leading airline.Freddies awards • Best Member Communication .British Travel Awards • Airline of the Year .Wanderlust Travel Awards.Arabian Business Achievement Awards • Best business class service .APEX • Treasurer of the Year – Global Traveler • Best Environmental Initiative – Best in Abu Dhabi Awards • Best Airline to the Middle East – Irish Travel Awards • Best Airline to Asia Pacific – Irish Travel Awards • Best Business Class Airline – Irish Travel Awards • Best Long Haul Airline .Aviation Business Awards (ITP) • James Hogan.Business Traveler USA • Leading first class .Middle East Business Achievement Awards • Best Business class .Factsheet December 2011 • Top Operational Excellence Award – A340-500/600 aircraft • Airline of the Year – Food Services Middle East. Pax International • Deals of the Year – Global Trade Review • Avian Award for In-flight Innovation (E-Box) .The Airfinance Journal awards • Best Business Class Airline award .Middle East World Travel Awards (WTA) .Business Traveller Middle East awards • Best Cabin staff .Freddies awards • Best business class catering .Business Traveller Middle East awards • Middle East Deal of the Year award . Dublin 2008 • Airline of the year .World Travel Awards Middle East • Leading Airline Website .

etihadguest.etihadairways.com .Pan Arab Web Awards • Middle East's Leading Airline Website www.com .Business Traveller Middle East awards • Airline with the best cabin staff .Pan Arab Web Awards • Best business class airline .Business Traveller Middle East awards • Freddie Award: Best Customer Service .com .World Travel Awards • Middle East's Leading First Class Airline .UAE Web Awards • Freddie Award: Best website www.etihadairways.etihadguest.Inside Flyer magazine • Middle East Airline of the Year .etihadairways.Best Economy class catering award • International Website technology Award www.World Travel Awards 2006 • Golden Award www.Inside Flyer magazine • Freddie Award: Industry impact .UAE Web Awards • Strategy Web Award www.Factsheet December 2011 • Airline with the best economy class .etihadairways.com .14th annual World Travel Awards • Airline with Best First Class Service in the World by Business Traveler magazine • Outstanding Food Service by a Carrier .Pax International magazine • The World‟s leading flat bed seat .Inside Flyer magazine • Freddie Award: Programme of the year .World Travel Awards • The World‟s Leading New Airline .14th annual World Travel Awards • World‟s leading flatbed seat .Inside Flyer magazine • Best website www.com .com .Inside Flyer magazine • Freddie Award: Best Website www.com .Inside Flyer magazine • Freddie Award: Best Award redemption .World Travel Awards • The Middle East's Leading Airline .Pan Arab Web Awards • International Standards Web Technology award .com .World Travel Awards 2005 • Outstanding Food Service by a Carrier – Pax International magazine • The World‟s Leading New Airline – World Travel Awards 2004 • The World‟s Leading New Airline – World Travel Awards .Irish Travel Trade News Awards 2007 • World‟s leading travel television commercial .etihadairways.etihadairways.www.Pax International magazine • Skytrax .

2003 7 Dec. Iran Alexandria. Sudan and Morocco in North Africa. including Middle East Airlines (MEA). 2006 28 May. 2006 5 Jul. Syria Service per week 18 Daily Aircraft type A330/A320 A320 Four per week All Economy A320 Three per week two cabin configuration A320 A320 A330 A320 A320 A320 A330/A320 A330/A320 A340/A330/A32 0 A320 B777/A320 A330/A320 A330/A320 A320 A320 Commenced services 12 Nov. Etihad operates over 206 services per week from Abu Dhabi to 17 destinations in the Middle East. 2006 12 July. 2004 26 April. . Qatar Manama. including: Destination Beirut. and today operates services to 17 destinations across the Middle East. Bahrain Muscat. Oman KSA : Jeddah Rihyad Damam Baghdad Erbil Double daily Triple-daily 5 5 3 4 Double daily 4 per day 4 per day Triple-daily 13 8 13 Daily 4 (from Sept) 12 Dec. On 12 November 2003. Lebanon Damascus. Jordan Kuwait Casablanca. 2004 4 May. Egypt Doha. 2006 2 Jun. 2006 4 Dec. 2010 10 Nov. also including Egypt. Yemenia and Kuwait Airways. 2006 22 Dec. 2010 Codeshare services: Etihad operates a number of codeshare services with carriers in the Middle East. 2003 Amman. Morocco Khartoum Tehran. 2004 21 Dec.Factsheet December 2011 Etihad Airways in the Middle East and North Africa Etihad Airways is committed to strengthening commercial and historical ties in the Middle East region. Today. 2006 22 Aug. 2010 1 June. Egypt Cairo. Saudi Arabian Airlines. Royal Air Maroc. 2003 1Jul. 2004 26 Mar. Etihad commenced operations with the launch of services to Beirut in Lebanon.

2009 16 Dec 2011 Etihad Premium Lounges: Etihad has dedicated premium lounge facilities in London Heathrow. bmi. Etihad commenced services to London Heathrow in March. 2004 2 Sep. Manchester. Cyprus Airways and TAP Portugal. 2009 14 Jun. Knock and the Isle of Man. Olympic Air. Galway. 2005 5 Jun. 2006 31 Oct. Codeshare services: Etihad operates a number of codeshare services with carriers in Europe. Brussels Airlines. soon increasing to three times daily. Glasgow. East Midlands and Leeds Bradford.Factsheet Etihad Airways in Europe. flybe. Turkish Airlines. 2004 and began double-daily services to London Heathrow in March 2007. Today. Etihad operates over 90 services per week from Abu Dhabi to 12 destinations within Europe. Sligo. Aberdeen. Air Malta. Etihad Airways commenced services to the UK with flights to London Gatwick in 2003. 2009 2 Jun. 2006 5 Jun. Air Malta – Malta. including Aer Arann. 2004 London Heathrow 21 Manchester Dublin Frankfurt Munich Milan Paris Brussels Geneva Istanbul Athens Larnaca Düsseldorf Double daily 10 Double daily Daily Daily Double daily 8 Daily 5 Daily 3 4 27 Mar. bmi –Edinburgh. Etihad operates codeshare services to the following destinations in Europe:     Aer Arann – Dublin. 2006 2 Jul. including: Destination Service per week Aircraft type A330-300 A340-500 A340-600 A330-200 A330-200 A330-200 A330-200 A330-200 A330-200 A330-200 A330-200 A330-200 A320-200 A320-200 A320-200 A330-300 Commenced services 28 Mar. 2004 1 Jun. and to mainland Europe with services to Geneva and Munich in June of the following year. 2007 1 Jun. . Czech Airlines. 2007 3 May. Ukraine International. Alitalia – Rome and Naples. Dublin. Frankfurt. Cork. Belfast. Brussels. the UK and Ireland December 2011 Europe is a key market for Etihad and the airline is committed to future growth in the region. Alitalia. Dublin.

Exeter. . Strasbourg and Lyons. Inverness. Faro. Stockholm and Gothenburg. Paris. Brussels. Frankfurt. Oslo. Rhodes and Thessaloniki. Lille. Geneva. Paris and Frankfurt. Malev – Budapest. Madrid. Nantes. Funchal. Marseilles. Copenhagen. and TAP Portugal . Manchester. Düsseldorf. Southampton. Munich. SNCF – Bordeaux. Dublin. Isle of Man. London. Czech Airlines – Prague Flybe – Birmingham.Factsheet         December 2011 Brussels Airlines – Barcelona. Le Mans. Brussels. Milan. Birmingham. Athens. Frankfurt and Milan (from September 2010) Olympic Air – Bucharest .Brussels. Rennes. Glasgow. Geneva. Paris. Frankfurt. Milan. Cyprus and Istanbul. Sofia. Athens. and Porto Ukraine International – Kiev. Etihad offices: Etihad has offices in London.

Etihad has a major partnership with Virgin Blue Group of Airlines that enables Virgin Blue‟s international arm. Sydney and Melbourne. to operate joint services with Etihad. Brisbane. A further seven weekly flights have been granted to Etihad on the condition that the operation also flies via or onto a regional airport. 2007 Sep. Etihad places its „EY‟ code on V Australia‟s three weekly services between Sydney and Abu Dhabi. Today. allowing members to earn and burn status/tier points and frequent flyer points. 2007 Apr. Etihad secured 14 additional weekly flight frequencies from its Abu Dhabi home-base to Australia. Combined. Etihad codeshares on a number of Air New Zealand‟s trans-Tasman and domestic services. It also allows reciprocal service benefits and lounge access for top tier members of both programs. Etihad operates 21 services per week from Abu Dhabi to these three destinations in Australia. including: Destination Sydney Brisbane (via Singapore) Melbourne Service per week 11 3 Daily Aircraft type A340-600 A330-200 A340-600 Commenced services Mar. Seven of the additional 14 flights can be operated to any gateway in Australia which includes Etihad‟s current destinations of Brisbane.Factsheet December 2011 Etihad Airways in Australia Australia is a key market for Etihad and the airline is committed to future growth in the country. Melbourne and Abu Dhabi as well as between Abu Dhabi and London Heathrow and Abu Dhabi and Beiing. effective February 2011. Etihad signed a codeshare agreement with Air New Zealand in February 2011. V Australia. Etihad Airways commenced services to Australia with flights to Sydney in March 2007. and Air New Zealand codeshares on Etihad‟s services between Sydney. The agreement integrates the Etihad Guest and Velocity Rewards frequent flyer programs. V Australia places its „VA‟ code on Etihad‟s 21 weekly Australian services. New Zealand. the South Pacific and west coast of USA. the two airlines offer a joint global network of more than 100 destinations. This includes 45 Virgin Blue destinations in Australia. 2009 In February 2010. The codeshare integrates Air New Zealand . Brisbane in September 2007 and Melbourne in March 2009.

V Australia and Air New Zealand. enabling customers to earn and burn miles on each other‟s flights. Pacific Blue. The airline employs more than 80 staff and maintains seven premises. Codeshare services: Etihad operates codeshare services with Virgin Blue.Factsheet December 2011 Airpoints and Etihad‟s Etihad Guest loyalty programs. including a dedicated aircraft maintenance facility at Sydney International Airport and a call-centre in Sydney. . Etihad offices: Etihad‟s Australian head office is in Sydney and it has offices in Melbourne and Brisbane also.

Seoul. Tokyo. The S7 codeshare offers passengers from Russia the opportunity to connect to Etihad‟s daily flights from Moscow to Abu Dhabi. Etihad remains committed to growth in this region. 2008 5 Aug. . S7 (Russia) and Asiana Airlines (Korea) were all signed in 2010. The agreements with ANA (Japan). Almaty. Destination Beijing Nagoya Tokyo Seoul Almaty Astana Moscow Minsk Service per week Daily Five Five Daily Three One Daily Three Aircraft type A330-200 A330-200 A330-200 A330-200 A319/A320 A319 / A320 A320 A319 / A320 Commenced services 30 Mar. In December of that year. Moscow and Minsk. 2010 10 Dec. services to Moscow and Almaty were added. 2010 3 Dec. Flights commenced to Nagoya in Japan in February 2010 and Etihad launched its services to Tokyo in March 2010.Factsheet December 2011 Etihad Airways in Northern Asia and Eastern Europe A key region for the airline spans Northern Asia and Eastern Europe. Etihad offices: Etihad has offices in Beijing. 2010 27 Mar. 2008 Codeshare services: Etihad operates four codeshares in Northern Asia and Eastern Europe. The agreement with Air Astana was signed in early 2011. Etihad operates 22 services to Northern Asia and 14 services to Eastern Europe from Abu Dhabi each week. Etihad opened its Abu Dhabi . with four services per week to the Chinese capital. In December 2010. Eastern European services commenced in August 2008. 2009 1 Dec. Belarus. Sapporo and Fukuoka in addition to Tokyo and Nagoya. 2008 2 Feb. Today. With some of the airline‟s newest routes opening in Japan and South Korea in 2010. 2008 5 Apr. Etihad began one weekly flight to Astana. with flights to Minsk. In April 2009. The agreement also covers ground services and a mileage program tie up.Seoul route. The codeshare with ANA enables connections for passengers travelling to and from Osaka. Etihad Airways entered the North Asian market with services to Beijing in March 2008. the Kazakhstan capital.

. leisure passengers. Jakarta. Destination Bangkok Jakarta Kuala Lumpur Manila Singapore Service per week 14 Daily Daily 12 Three Aircraft type B777-300ER B777-300ER A330-200 B777-300ER A330-200 A330-200 Commenced services 2 Apr. South East Asia is one of the busiest regions for the airline. Over the past four years. Etihad offices: Etihad has offices in Bangkok. 2007 13 Feb.Factsheet December 2011 Etihad Airways in South East Asia Etihad Airways has built a strong presence in the South East Asian market since operations began in 2006. Manila and Singapore. Kuala Lumpur. With the demographics of guests including business travellers. 2006 16 Jan. Etihad commenced services in the region in 2006 when it launched its Manila services. 2004 16 Mar. 2006 28 Sep. Malaysia Airlines and Bangkok Airways – targeting an additional eight destinations across the region. visiting friends and relatives and worker traffic. Etihad has expanded its network to eight destinations and now operates 43 flights to and from South-East Asia each week. 2007 Codeshare services: Etihad operates three codeshare operations in South East Asia – with Philippines Airlines.

Nepal. 2004 1 Dec. 2010 Pakistan: Destination Karachi Lahore Islamabad Peshawar Service per week Daily Daily Daily 2 Aircraft type A320. including: India: Destination Mumbai (BOM) Delhi (DEL) Hyderabad (HYD) Chennai (MAA) Trivandrum (TRV) Cochin (COK) Calicut (CCJ) Bengaluru Service per week Daily Daily Daily Daily Daily Daily 3 4 Aircraft type A 330/A320 A 330/A320 A 319/A320 A 320 A 320 A 320 A 320 A320 Commenced services 26 Sep. Europe and North America. 2006 2 Feb. 2006 17 Feb. Today. More recently. 2008 30 May. A330200/A340-600 A320. in October 2004. A330200 A320 Commenced services 2 Nov. the capital of the Republic of Maldives. A330200 A 320. Etihad commenced flights to Dhaka. It commenced flights to Karachi. Etihad commenced flights from Mumbai in September 2004 and gradually increased flights across the Indian Subcontinent. Bangladesh and in October 2007. Etihad began daily flights to Kathmandu. 2009 2 Aug. Pakistan.Factsheet December 2011 Etihad Airways in the South Asian Subcontinent The South Asian Subcontinent is one of the key markets for Etihad Airways in terms of future growth and creates substantial traffic to Etihad destinations in the Middle East. 2004 2 Nov. 2006 . 2004 20 Feb. on November 1. and has announced it will commence services to Malé. 2007 2 Aug. 2011. 2008 1 Jan. Etihad commenced services to Bengaluru (Bangalore). Etihad operates 84 services per week from Abu Dhabi to 15 destinations within the South Asian Subcontinent. In May 2006. 2007 3 Jun. in January 2011.

Delhi. Karachi. 2007 Sri Lanka: Destination Service per week 4 Aircraft type Commenced /Resumed services 1 Jan. Peshawar. 2011 Codeshare services: Etihad operates codeshare services with Jet Airways to the following destinations in the Indian Subcontinent: Bombay. Islamabad. Chennai. Lahore.Factsheet December 2011 Bangladesh: Destination Dhaka Service per week Daily Aircraft type A330-200 Commenced services 4 May. Etihad offices: Etihad has offices in Mumbai. 2006 Nepal: Destination Kathmandu Service per week Daily Aircraft type A330-200 Commenced services 28 Oct. Kathmandu and Colombo. Cochin. Dhaka. Hyderabad and Thiruvananthapuram. 2010 Colombo A330-200 Maldives: Destination Malé Service per week Daily Aircraft type A320 Will Commence Services 1 Nov. . Kozhikode.

.Factsheet December 2011 Etihad Airways in South Africa Etihad Airways commenced services to South Africa with flights to Johannesburg in December 2005 and added a linked service onto Cape Town in September 2009. Etihad operates a daily service to the two cities. Today. Destination Johannesburg Cape Town (via Johannesburg) Service per week Daily Daily Aircraft type A330-200 A330-200 Commenced services December 2005 September 2009 Etihad offices: Etihad‟s head office in South Africa is in Johannesburg and it also has airport offices in Cape Town.

Chicago and Toronto. Etihad operates over 17 services per week from Abu Dhabi to the Americas. with daily flights into New York‟s JFK Airport. Etihad commenced services to the USA in October of 2006. 2009 Codeshare services: Etihad signed a codeshare agreement with American Airlines (AA) in September 2009.Factsheet December 2011 Etihad Airways in North America North America is a key market for Etihad and the airline is committed to future growth in the region. which later became direct flights. San Francisco and Houston. which increased to daily flights at the beginning of 2010. Today. Etihad offices: Etihad has offices in New York. including: Destination Toronto New York Chicago Service per week Three Daily Daily Aircraft type B777-300ER A340-500 / A340-600 B777-300ER Commenced services 18 Jul. Etihad Airways commenced services to North America with services to Toronto via Brussels in 2005. Los Angeles. 2006 3 Sept. Etihad and AA operate codeshare services to a number of cities across the USA including Washington DC. In 2009. 2005 11 Oct. . Etihad increased its presence in the USA beginning three weekly flights to Chicago.

flybe. Kuwait Airways. Brussels Airlines. Asiana. Middle East Airlines. V Australia. . bmi. Air Malta. Vietnam Airlines.Factsheet December 2011 Alliances Etihad Airways. Siberia Airlines (S7). ANA. American Airlines. Air Astana. and to extend the reach and breadth of Etihad‟s network. Malev. while not a member of any global alliance. Ukraine International. TAP Portugal. Czech Airlines. Etihad is able to offer an enhanced and expanded network to its own customers. Jet Airways. Codeshare partners include:                                   Aer Arann. Two types of relationships exist. Through strong relationships with both its codeshare and interline partners. Cyprus Airways. Etihad currently has over 100 SPA relationships and a further 34 codeshare partnerships in place. Both types of partnerships exist to support Etihad‟s existing route structure. French Railways (SNCF). Virgin Blue. Yemenia. has a strong portfolio of bilateral and affiliate relationships with other carriers. Turkish Airlines. codeshare arrangements and Special Prorate Agreements (SPAs). partners can access the depth of Etihad‟s network. Alitalia. Philippine Airlines. Sri Lankan Airlines. Malaysia Airlines. In return. Pacific Blue. Saudi Arabia Airlines. Olympic Airlines. Bangkok Airways. Air New Zealand. Royal Air Maroc.

Guest segments for the airline include:         Corporate: multinational. led by a Regional General Manager. Leisure guests. The regions include:       Americas. Meetings. The Global Sales Department is involved with both long term strategic and short term tactical activities and campaigns throughout the year. Religious. and Asia Pacific South and Australasia. Students. national and SME. the internet. This includes a focus on global corporate and Travel Management Companies (TMCs). Visiting Friends and Relatives (VFR). major online travel agents (OTAs) and specialist consolidators. agents incentives. interline partners and travel wholesalers. contact centres. and Labour. brand building and product awareness and quarterly sales promotional initiatives. Europe. Africa and the Middle East. including an ongoing premium sales campaign.Factsheet Sales December 2011 Etihad Sales is responsible for delivering the airline‟s revenue through all channels of sale. Indian Sub Continent and Asia Pacific North. which include value added activities with partners. Sales distribution also includes a partner network of service providers in over 48 markets worldwide to service offline markets outside of the existing Etihad Airways network. marine and student agents. Marine. Etihad works in conjunction with other airline operators to develop interline sales including several major codeshare relationships such as American Airlines and ANA. Sales teams are based in every market in which the airline operates. corporate agreements. Incentives Conferences and Events (MICE). In addition. Each market is managed by a Country Manager that reports into one of six geographical regions. including through travel agents and via its own travel offices and retail outlets. Industry sales: Channel management includes strategic account management handled at a „business to business‟ level through a dedicated Global Sales team. UAE and Oman. .

refer to www. and Digital Strategy. Al Ain. Etihad Holidays: Launched in May 2004. an interactive onboard and ground experience. Etihad has set up an allfemale call centre in Al Ain with a team of Emirati ladies – the first of its kind – which is a key example of the airline‟s Emiratisation program in action. Global contact centres: Etihad currently has four global contact centres located in Abu Dhabi. hotels. chauffeurdriven limousines and insurance as well as access other features such as route maps and timetables and „Experience Etihad‟.com: etihad. featuring a detailed directory of the Emirate‟s attractions and exclusive offers on a wide range of products and services including hotel accommodation. There are 12 shops throughout the UAE located in prominent shopping malls and high street locations. shopping and cultural activities in more than 35 venues in Abu Dhabi. French. Etihad Holidays offers a range of holiday packages throughout the year. Japanese. Etihad. Arabic. Hala Abu Dhabi is the in-house destination management company of Etihad Airways. German. Etihad Shops in the UAE. which was launched in January 2011. Mumbai and Sydney.com – and specially branded brochure. Chinese. as well as cars.000 calls per day. employing over 300 people who speak nine languages. The website is available in nine languages – English. is dedicated to promoting awareness of the capital of the UAE as one of the world‟s top business and tourist destinations. . Global Contact centres.com. Etihad Guest. Customers can book flights on the site.com is an integral sales and marketing channel for the airline. dining. Etihad merchandise and other ancillary travel products. Korean and Russian – and has over 45 country-specific websites. working closely with all markets to ensure the airline sells and serves its customers to the highest standards.halaabudhabi. Through strong partnerships with tourism boards and the very best international hotel chains.Factsheet December 2011 Direct sales: The Direct Sales team is responsible for Etihad Holidays. Etihad Shops: The Etihad Shops offer a one-stop travel experience selling the full range of Etihad products and services including airline tickets sales. Italian. Etihad Holidays now offers packages to over 70 destinations in 23 countries. Visits to the site increased globally by over 100 per cent in 2010 (from 2009). For further information. The program has a dedicated website – essentialabudhabi.ae Essential Abu Dhabi: essential abu dhabi. Hala Abu Dhabi: Launched in March 2010. Etihad Holidays. The teams handle over 5. Hala Abu Dhabi (destination management company) Etihad. and provides visitors to Abu Dhabi and the UAE with a wide range of unrivalled business and leisure activities.

please refer to the Information Technology factsheet. . Through the development of a comprehensive digital strategy. For further information. Etihad is focused on further leveraging the potential of e-commerce and digital communication. Innovations will continue to be rolled out to offer a superior experience and service to the airline‟s customers and to differentiate Etihad in the marketplace.Factsheet December 2011 Digital strategy/e-commerce: Etihad recognises the importance of new technology and continues to research and invest substantially in its digital channels.

and has a dedicated team in place to manage customer relations before and after a customer travels with Etihad. Non-flight rewards cover a wide variety of categories. and is called upon to assist at other outstations for some issues. as well as handling the distribution of many promotional and information emails. boasting over one million members to date. from computer and electronic equipment to jewellery and lifestyle products. CRM Intelligence: This part of the CRM and Loyalty department is responsible for analysing the data the airline collects about its guests.ae. divided into „Guest Affairs‟ and the airline‟s „CARE unit. in a timely and empathetic manner. Guest Affairs can be contacted by email at feedback@etihad.‟ Etihad understands that a customer‟s travel experience with Etihad sometimes does not live up to their expectations. as well as maintain the high standard of customer care extended to all passengers flying with Etihad Airways. and CRM Intelligence. Service Recovery. the airline‟s Guest Affairs department will do everything possible to respond to complaints appropriately. at Abu Dhabi international airport. for example if the guest has a problem at check-in. This analysis enables Etihad to make much more personalised and targeted offers to its customers. The unit provides support to the ground staff in the event of a disruption. Etihad Guest. The Etihad Guest program offers members opportunities to accumulate Etihad Guest Miles which can be redeemed against a wide selection of over 1800 flight and nonflight rewards from over 200 partners.Factsheet December 2011 Customer Relationship Management (CRM) & Loyalty Etihad‟s CRM and Loyalty department strives to offer unmatched reward programs to all Etihad Guest members. The CARE unit is set up specifically to proactively manage customer service issues. over 40 promotions are organised by the CRM and Loyalty department and communicated to all Etihad Guest members. Etihad Guest: Etihad Guest is an award-winning loyalty program. or to a guest when an issue occurs. Service recovery: Etihad is committed to offering its guests a superior customer service. . When this occurs. Each year. The department is responsible for three areas: Etihad Airways‟ loyalty program.

Etihad Holidays‟ annual program features more than 350 hotels and apartments in Africa. Europe. and highly trained travel consultants offer customers the very latest Etihad Holidays packages in specially designed custom built sales pods developed for personal service. With over 50 per cent of staff being UAE nationals.etihadholidays. Etihad Holidays offers a range of fantastic holiday packages throughout the year all backed by the support of Etihad Airways‟ fast growing network of destinations and world class product. launched in February. Dubai and Al Ain. Packages can also be viewed on Etihad Holidays‟ website .com. Asia. Hala Abu Dhabi has a unique insight into the local area and destinations across the UAE. . Etihad Holidays has transformed the way customers can choose and book their holidays. As consumer holiday trends in the region have evolved. Hala Abu Dhabi: Hala Abu Dhabi is the in-house destination management company of Etihad Airways. 2010. the best international hotel chains and key international tourism service providers. Etihad Holidays now offers packages to over 80 destinations in 26 countries.Factsheet Etihad Holidays December 2011 Launched in May 2004. Etihad Holidays run bimonthly World Deals campaigns featuring exceptional deals to popular destinations supported by bonus offers such as free nights. Hala Abu Dhabi‟s key objective is to promote Abu Dhabi as a destination and match the quality of service offered on the ground to the high standards of service offered in the air on Etihad Airways flights. Middle East and North America plus tours and suggested itineraries in key destinations. Through strong partnerships with tourism boards. free upgrades and discounts. with state-ofthe-art shops in the newest shopping malls in Abu Dhabi. Australia.www. Hala Abu Dhabi provides visitors to Abu Dhabi and the UAE with a wide range of unrivalled business and leisure activities. Customers are able to view holiday options on interactive TV screens in an innovative alternative to traditional holiday brochures.

Kabul. Kandahar. the Middle East. Etihad Crystal Cargo is the fast growing cargo division of Etihad Airways. Hong Kong. Etihad Crystal Cargo won the prestigious ‘Air Cargo Industry Customer Care Award’ in 2010. two Airbus A330-200F and two MD-11F (leased) aircraft that fly on scheduled services to Europe. Customers can book their services directly through Etihad Crystal Cargo offices worldwide. two Airbus A300-600F. Nairobi. Calcutta. Djibouti.Factsheet December 2011 Etihad Crystal Cargo Established in 2004. 12 of which are freighter only. Etihad carries most types of air cargo traffic and adheres to international and aviation rules and specifications. These 12 freighter-only destinations are: Addis Ababa. The airline operates cargo freighters to 27 of these 84 destinations. Hahn. Guangzhou. From its hub at Abu Dhabi International Airport. For further information. The cargo division operates a fleet of seven dedicated cargo aircraft consisting of one Boeing 777F. and operates to a total of 84 destinations internationally.etihadcrystalcargo. go to www.com . Asia and Africa. Worldwide freighter charter services are also available. Amsterdam. Sharjah. Shanghai. Etihad Crystal Cargo offers its customers a range of cargo services linked to its expanding international route network and aircraft fleet.

Etihad Media and Visual Communication and Brand Management. The program has a dedicated website – essentialabudhabi. .com – and a specially branded brochure. The Marketing department also supports the marketing requirements of the entire network of more than 70 outstations. In 2010.Factsheet Marketing December 2011 The airline‟s Marketing department plays a major role in taking the Etihad Airways story to the world. the focus will be on driving the business forward commercially with timely tactical support at key periods linked with booking patterns and route launches. A greater investment will be made in digital media which can accurately target commercial messages and help build sales further on Etihad. Etihad was awarded „World‟s Leading Airline‟ at the World Travel Awards for the second consecutive year. results tracking. media planning. with a growing focus on online marketing campaigns. setting the benchmark for the airline‟s brand communications and enabling Etihad to inspire its audiences through a range of campaigns to „fly with the best‟. including strategy and campaign development. as well as managing the execution of the central brand communication strategy across the various Etihad divisions. A major campaign for 2011 is the airline‟s Essential Abu Dhabi program. The Marketing department at Etihad consists of four divisions: Marketing Communications.com. and vendor and agency management. featuring a detailed directory of the Emirate‟s attractions and exclusive offers. Sponsorship and Exhibitions. In 2011. A specially branded A330 plane has taken to the skies promoting „Visit Abu Dhabi in 2011‟. which is dedicated to promoting awareness of the capital of the UAE as a top tourist destination in the world. The Marketing department will continue to build the Etihad brand and product awareness in key markets.

opened in 2000. respectively. Etihad signed a comprehensive 10year partnership deal with Manchester City Football Club. Etihad Stadium: To coincide with Etihad‟s first flight to Melbourne in March 2009. sanctioned by the PGA. the purpose built circuit on Yas Island has earned critical acclaim for its spectacular architecture and world best facilities for teams and spectators. and takes place at the Abu Dhabi Golf Club. as well as an extension of the existing shirt sponsorship. to include naming rights for the stadium and expansive surrounding grounds. Globally. The 55. Recognizing sporting achievements and excellence for over 25 years.000 capacity stadium. is a multi-purpose sports and entertainment stadium in the Docklands precinct adjacent to the CBD. and caters for both sporting and entertainment events. and helping bring Abu Dhabi to the world and the world to Abu Dhabi.Factsheet Sponsorships December 2011 Etihad Airways is proud to support a range of sporting and cultural events in the UAE and worldwide. Showcasing both Etihad and Abu Dhabi to a global audience estimated at over 600 million people. Etihad Stadium was the airline‟s first major sporting sponsorship in Australia. Etihad‟s partnership with V8 Supercars will be highlighted through signage and promotions at select V8 Supercar events and content on Etihad‟s in-flight entertainment system. Manchester City Football Club: In July 2011. Sport Australia Hall of Fame: Etihad Airways is the major sponsor of the Sport Australia Hall of Fame. V8 Supercars: Etihad partnered with V8 Supercars in 2011 to become the official international airline for the thriving sport. Etihad‟s sponsorship also assists young athletes to compete internationally through the Scholarship Mentoring Programme. These sponsorships are consistent with Etihad‟s values of hospitality. including on perimeter signage and giant score boards. now known as Etihad Stadium and Etihad Campus. Etihad branding features prominently inside and outside the stadium. A freshly-painted Manchester City-branded A330-200 aircraft in the club‟s signature sky blue colour is now serving destinations across the network as part of the airline‟s extended partnership. Golf: Etihad Airways is a Diamond Sponsor and the Official Airline for the Abu Dhabi Golf Championship. Etihad‟s sponsorships include: Formula 1 Etihad Airways Abu Dhabi Grand Prix: Etihad Airways is the title sponsor of the Formula 1 Etihad Airways Abu Dhabi Grand Prix. V8 Supercars‟ website also carries links to special offers on Etihad Airways flights around the world. team spirit. which is one of the largest golfing tournaments in the region. .

from international level down to the grass roots. Last year Etihad filmed a dance sequence with Katrina in its First class lounge. Justin Timberlake and Shakira. the Abu Dhabi Film Festival. Gourmet Abu Dhabi. Katrina Kaif: Indian Bollywood star Katrina Kaif is the airline‟s brand ambassador. Katrina also participates in fashion style shoots on board and other national and international brand campaigns. Etihad is a lead sponsor for the Abu Dhabi Harlequins Rugby Union Football Club. Danny Care and Nick Easter. Etihad is proud to be a part of the most skillful and fastest field game in the world. Etihad also supports many music initiatives in Abu Dhabi and has brought many international artists and bands to the capital. and other important media events and exhibitions. At a local level. Etihad is the title sponsor of the „Etihad Junior Rugby Festival‟ which took place for the first time in November 2008. Harlequins Rugby Football Club.Factsheet December 2011 GAA Hurling All-Ireland Senior Championship: Etihad Airways is an official sponsor and airline of the GAA Hurling All-Ireland Senior Championship. with the first final taking place back in 1887. Current top international players include Ugo Monye. Harlequins are based at the Twickenham Stoop in London and compete in the top rugby league in the UK and at European level. and works with Etihad to promote the airline in India and around the world. the Arabic Prize for Fiction. taking the Etihad brand to new levels of awareness. Harlequins Rugby Football Club: Etihad Airways is the main sponsor of the UK Premiership rugby team. which has been competing in the region since 1969. Arts and culture: Etihad is committed to helping bring arts and culture to the people of Abu Dhabi and beyond through its range of partnerships. including Coldplay. The Rugby Festival consists of a training camp for kids in the community and a Junior Rugby Tournament which involves more than 1500 children aged 7 to 18 and which is believed to be the biggest junior tournament of its kind in the region. The Hurling AllIreland Senior Hurling Championships is one of Ireland‟s oldest sporting competitions. The GAA (Gaelic Athletic Association) is based at Croke Park in Dublin and was established as a national organisation to revive and nurture traditional Irish pastimes. . which include the Abu Dhabi Festival. Grassroots Sponsorship: Etihad Airways continues to align itself with innovative events and sporting teams across the region.

IOSA is a tool that complements an airline's efforts on safety. in areas including organisation and management. . having met all 966 separate standards. and the airline regards the safety of its flight operations. employees and associated ground operations as its number one priority. The SMS covers:     aircraft safety. Etihad's initial IOSA Certification was received in July 2006. A measure of Etihad‟s safety and quality compliance has been provided by The International Air Transport Association‟s (IATA). Etihad Airways is currently focused on complying with the requirement to establish.Factsheet Etihad Airways Safety and Quality December 2011 Regulatory compliance: Safety is a core business function at Etihad. flight dispatch and security operations. maintenance. Safety is an integral part of the provision of an efficient. in response to United Arab Emirates‟ Civil Aviation Law. This SMS implementation plan has been submitted to the GCAA. Safety performance measurement: Etihad Airways has a zero accident record with respect to any aircraft sustaining damage or structural failure adversely affecting strength. Etihad has established comprehensive safety goals which monitor the safety status of the company through the Safety and Quality Review Board (SQRB). Internal commitment to safety: Internally. industrial safety. The most recent IOSA Audit conducted in May 2010 confirmed that Etihad Airways was fully compliant. effective and sustainable air transport operation. and corporate safety. and in accordance with the recent safety management system requirements of the General Civil Aviation Authority (GCAA). performance or flight characteristics. but does not replace states‟ oversight responsibilities. airport safety. conducting the 3rd IATA Operational Safety Audits (IOSA) for the airline. maintain and operate a Safety Management System (SMS). with 100 per cent compliance to IOSA standards. The program focuses on airline safety and quality and enhances existing oversight mechanisms. flight operations. passengers. cabin operations. ground and cargo operations. and approval has been received from the regulator.

Factsheet December 2011 Etihad Airways has a dedicated Corporate Safety and Quality Department that acts as the coordinating focal point for risk management throughout total operations. The Corporate Safety and Quality Department acts as a centralised safety function for:      provision of information to the authorities on reportable incidents. . leadership on investigations. support to the risk assessment process. assessment of safety reports. and provision of safety data and information to the Safety and Quality Review Board.

with a view to addressing global aero-political developments. which are essential to enhance existing operations and facilitate the commencement of services to new destinations. The department also works very closely with the Abu Dhabi Department of Transport and the UAE General Civil Aviation Authority on issues that involve the review of existing national air transport policies and procedures. . particularly those that have direct and indirect impact on Etihad Airways operations.Factsheet December 2011 Government and Aeropolitical Affairs The Government and Aeropolitical Affairs department has the responsibility of acquiring traffic rights from countries around the world. Currently Etihad Airways is a beneficiary of more than 100 air services agreements.

Etihad is driving eco-efficiency throughout the company by recycling and re-using resources as well as introducing a regular environmental management update for company staff to provide the workforce with information on environmental issues. This has shown significant savings in water and cleaning fluids to each plane. The airline is also looking at how the same can be done for commercial passengers as well as for ground facilities and transportation Establishing formalised comprehensive energy monitoring and measurement systems covering all areas of potential emission impact The „Green Office‟ program which contains a number of elements such as the introduction of recycling containers around the Etihad head office for plastics. as well as improvements to fuel efficiency membership of the Sustainable Aviation Fuel Users Group. metals and toner cartridges Environmental web pages on company intranet that include advice on how to save waste. water and energy at work and at home.       . Boeing and Honeywell‟s UOP. a polymer coating. which is dedicated to finding sustainable energy solutions and will use integrated saltwater agricultural systems to support the development and commercialisation of biofuel sources for aviation and co-products. paper. The “Best in Abu Dhabi” survey is voted for by residents of the UAE‟s capital and are considered the people‟s choice awards for the best in the emirate. an airline-led industry working group established in 2008 to accelerate the commercialisation and availability of sustainable biofuels Calculating the emissions produced when the airline‟s employees are on duty travel in order to offset the emissions. The SBRP will undertake research projects that combine the arid and saline-rich environment of Abu Dhabi with innovative saltwater farming practices The application of “Permagard”.Factsheet December 2011 Environmental Affairs Etihad Airways‟ environmental policy has developed significantly in recent times and includes a wide variety of projects from resource conservation and waste management to addressing the global environmental challenges which face the aviation industry. Etihad won the title for “Best Environmental Initiative” at the “Best in Abu Dhabi” awards 2010. to the exterior of Etihad‟s aircraft. Etihad is currently developing its climate change position and carbon management strategy to ensure the implementation of measures to manage emissions as well as identifying environmental risks associated with future carbon constraints. Etihad‟s work in this area includes the following initiatives:  The Sustainable Bioenergy Research Project (SBRP) with the Masdar Institute of Science and Technology.

504 336 611 3.031 829 1.913 744 1. from one that initially was mainly responsible for issuing company work visas and administrative matters to one that plays a key role in the strategy of company and staff development.058 2009 10.3% 2866 2783 982 1224 7855 The UAE is known throughout the world for its multinational workforce and Etihad Airways is a great example of this with more than 120 nationalities working in the company‟s six divisions.828 2010 0. Etihad has continued to expand its workforce in a measured way to fit this growth.000 people. In order to meet Etihad‟s predicted fleet.500 people. Etihad‟s Human Resources department has evolved considerably during the last six years.468 2007 60.223 7.745 3. .Factsheet People & Company Growth December 2011 The tremendous growth Etihad Airways has experienced since its formation in 2003 would not have been possible without the efforts of its workforce in the UAE and in outstations around the world. passenger and destination growth by 2020 – which plans for more than 25 million passengers to fly to more than 100 destinations aboard a fleet of 150 planes – the airline will need a workforce of approximately 27.518 2. is the biggest division and employs more than 5.017 1.341 2.0% 350 336 74 215 975 701 840 231 344 2.9% 2. The airline‟s Operations department (which includes pilots and cabin crew).9% 2. Currently more than 7.563 2008 26.116 2006 63.4% 1.060 7.670 510 865 5.800 people work at Etihad Airways with the majority based in Abu Dhabi and the UAE.9% 1. Despite the challenging economic conditions that have affected the aviation industry since 2008. The following table gives details of the year-on-year growth that has taken place at Etihad since its formation: Destination Year-on-year percentage growth Core Cabin crew Pilot Outstation Total staff 2004 2005 117.

graduate management program. The Philippines and Britain.101 767 517 484 289 250 240 227 205 195 169 167 157 137 129 128 124 121 112 109 Count The following table gives a breakdown of how the workforce is made up by regional grouping in Dec 2010: .Factsheet December 2011 One of the key areas of ambition within the airline is to increase the number of UAE nationals working across all divisions and that 25 per cent of the company‟s workforce should be Emirati. Nationality Indian Filipino British UAE Australian Malaysian Pakistani Thai South African Egyptian French Romanian Moroccan Sri Lankan German Kenyan Canadian Lebanese American Jordanian Region Asian Far Eastern European Middle Eastern Australasian Far Eastern Asian Far Eastern African Middle Eastern European European African Asian European African Americas Middle Eastern Americas Middle Eastern 1. Etihad operates a highly successful Emiratisation scheme which includes a cadet pilot program. behind India. technical engineer program and call centre program. The UAE is currently the fourth largest national group represented at Etihad Airways. (See Emiratisation fact sheet for more information). The following table gives the staff numbers for the top 20 largest national groups working at Etihad Airways in December 2010.

783 982 173 92 15 38 234 7.904 1.855 .Cadet Pilot People & Performance Division .395 1.224 Total 1.855 1.Factsheet Total – Head Office & Outstation by Region Region Count Asian European Far Eastern Middle Eastern African Americas Australasian Grand Total December 2011 1.Graduate Management Program People & Performance Division .Core People & Performance Division .Cabin crew Operations Division .631 Outstation 598 1 108 483 2 32 1.251 109 430 1.Core Operations Division .Pilot People & Performance Division .Technical Engineer Program Strategy & Planning Total Head Office 653 108 322 1265 2783 982 171 92 15 38 202 6.748 2.855 The following table gives a breakdown of how the workforce is made up by divisional grouping in Dec 2010: Division Commercial Division CEO Office Finance Division Operations Division .193 765 399 344 7.

from various departments at Etihad. a graduate management development program and call centre program. The total percentage of UAE nationals working for Etihad Airways is currently around 13 per cent. Etihad Airways recognises its responsibility to pioneer employment opportunities for Emiratis in the airline industry. conducted by the British Council and held in Etihad‟s dedicated training centre. also bringing on board their unique skills and experience for the benefit of the airline. including a cadet pilot scheme.Factsheet December 2011 Emiratisation As the national airline of the UAE. In 2010. a technical engineering development program. The Etihad Airways‟ Emiratisation scheme offers a wide range of career opportunities for UAE nationals. . Etihad ran a 10-month English training course for a group of 28 UAE nationals. the Etihad Academy.

000 hours on jet aircraft in excess of 60. First Officer:  a minimum of 2. Preference is given to candidates with Airbus or Boeing experience. as well as launch its own cadet pilot program. This training is made up of two full flight simulator sessions per year (of three days and two days) and also includes:  Line Oriented Flight Training (LOFT).  a minimum of 2.  a minimum of 4.  must be a current captain. Recruitment: Qualification requirements for direct entry pilots (e. . Training: Captains and First Officers with Etihad are required to maintain the highest competency levels throughout the year. as well as training Etihad‟s own Emirati pilots from the UAE. greater emphasis is being put on recruiting the best pilots from around the world.  ICAO ATPL.000 hours total flying time. which includes pilots.500 hours in command on multi-crew jet engine in excess of 60.  maximum age limit is 62 years old (type rated).000 kgs.  ICAO ATPL.g.  Maximum age limit is 53 years old. 57 non type rated. and  English language fluency (written and oral). which deals with different types of possible abnormal situations  extreme weather scenarios and operations in low visibility.000 kg.  a minimum of 1. qualified) are: Direct Entry Captain:  a minimum of 7. even if they are flying regularly.000 hours on multi-crew jet aircraft.Factsheet December 2011 Pilots Etihad Airways‟ flight operations team. valid license and medical card must be current. classrooms and computer rooms. valid license and medical card. The hours need to have been completed on powered fixed-wing aircraft only. has grown considerably since the airline‟s launch in 2003. the airline has continued to recruit the best direct entry pilots from around the world. Etihad has a state-of-the-art training academy at its base in Abu Dhabi where pilots spend time in full flight simulators. Etihad‟s pilots fly the airline‟s fleet of 63 narrow and wide body passenger and cargo aircraft and with this set to expand by more than 100 in the next 10 years (see fleet fact sheet for further details).500 hours total flying time for A330 and 1500 hours for A320. During this time. and  English language fluency (written and oral).

Etihad has its own facilities to complete all aspects of fire training.Factsheet    December 2011 an annual line check on the aircraft to ensure pilots are following all company procedures. The Second Officers spend much of the time during the type conversion course in Etihad‟s A320 full-flight simulator. Full flight simulators. technical. first aid and crew resource management. the Second Officers complete their final checks and will qualify as A320 First Officers. In order to gain their Airline Transport Pilots Licence (ATPL). and  one Boeing 777-300. dangerous goods training with classroom and computer based training (every three years). There are also fixed base training devices to provide detailed system and procedural training for both Airbus and Boeing types. . on water ditching. the cadets become Second Officers and undertake a multicrew co-operation course and an Airbus A320 type conversion course. Additionally. Cadet pilot program training: As well as recruiting direct entry level pilots Etihad also operates a cadet pilot program. After gaining their ATPL. as well as door and evacuation slide devices. as well as training in the development of nontechnical skills applicable to working in a multi-crew environment. This enables them to fly as co-pilots on the Etihad Airways Airbus A320 short haul fleet. and use sophisticated weather and lighting effects to provide realistic training scenarios for pilots. After approximately six months. The simulators are equipped with six-axis motion and control loading systems. During this time they also have to pass the UAE General Civil Aviation Authority‟s theoretical knowledge and flying exams.  two Airbus A330 / A340s. the cadet pilots have to complete 750 hours of classroom tuition and 205 hours of flight training in single and multi-engine aircraft. The advanced databases installed on the FFS provide the pilots with the exact specifications and conditions for landing and take-off at major airports throughout the Etihad network. (FFS): Etihad has four full-flight simulators which are manufactured by Canadian company CAE:  one Airbus A320. Currently the program has over 100 UAE nationals and two classes of international cadet pilots. three days in the classroom annually covering safety.

Cabin Senior: Etihad‟s focus is on providing high levels of service is in all three cabins and this has been underlined with the introduction of the cabin senior position. Etihad Airways' 'Inspired Service' initiative features significant enhancements to the way the airline serves its customers in the air and on the ground. there is an innovative meal service with trays cleared faster and more efficiently to allow for more relaxation time. understated and attentive: In Economy class. food and beverage managers and chefs from around the world. surpassing 3. similar to that of leading restaurants: In Business class. as well as maintaining high levels of service provision.000 by the end of 2011. and new coffee shop style beverages and treats. All crew have access to the luxurious Etihad Fit2Fly facilities which include fitness classes. which seeks to improve levels of customer service and leadership in the Economy cabin. allowing Etihad to offer a wide variety of spoken languages and cultural considerations on every flight. including Cabin Crew Etihad is committed to its status as World‟s Leading Airline and the airline‟s focus is squarely on the customer.    In First class. the service is stylish. The November 2011 introduction of qualified international Chefs dedicated to food service excellence in its Diamond First class cabins represents a major departure from traditional inflight service and will cement Etihad‟s position as one of the world‟s most innovative airlines.to consistently deliver a safe and inspirational experience with warmth and respect. At the heart of the philosophy is a service style much more focused on the individual and tailored to individual needs. There are more than 100 different nationalities within the team. the style and atmosphere is linked closely to a fine dining experience. Cabin Manager: The cabin manager is the key leadership figure in the aircraft cabin and is responsible for safety and security of crew and passengers. and internet lounges. In its first year of operation. Inflight Chef: Etihad takes its inspiration from leaders in the hospitality industry and five star hotels. gyms. . cabin seniors. cabin managers. Etihad‟s in-flight services (IFS) team strives to meet the airline‟s promise to its customers on every flight . swimming pools.000 cabin crew members. Etihad‟s IFS team is made up of nearly 3.Factsheet December 2011 In-flight Services. The majority of Etihad‟s cabin crew reside in company-provided accommodation. spa. sauna. Etihad employed 336 crew members and this figure has grown considerably.

A320/ A330 and Boeing 777) In Flight Entertainment kiosks for „hands on‟ Thales and Panasonic training All emergency equipments available on EY aircrafts Medical equipment (Defibrillators and Tempus) . whether on ground or in air.Factsheet December 2011 This development will enable Etihad to offer a five-star restaurant style of service in the sky. Food and Beverage Manager: The food and beverage manager role provides a unique onboard service for Business class guests on ultra long-haul and long-haul services. Training: New cabin crew members receive comprehensive training in the following areas:          Aviation security Safety and Emergency procedures Medical emergencies and medical training Introduction to dangerous goods and hazardous materials Managing passenger interactions Crew member coordination and communication Customer service Service procedures Introduction to aircraft and aviation familiarization Etihad‟s training academy is one of the most advanced in the airline industry. A320 and B777 Classrooms equipped for computer based training Service training mockups (Airbus. Cabin Crew: Etihad Airways cabin crew are responsible for the safety of passengers on every flight and are specially trained to deal with security and emergency situations. the opportunity of having a personal Chef tailor make dishes based on their particular tastes and preferences. Chefs will also contribute to menu development for both lounges and flights in order to orchestrate a more consistent culinary experience for guests. they are able to recommend restaurants in the destination city. The purpose of the role of the food and beverage manager is to provide expertise and guidance to customers on all food and wine menu matters. manages the timely provision of the meal service. The food and beverage manager engages with customers. The facilities include:          Cabin Emergency Evacuation Training (CEET) simulator Swimming pool and slides Real Fire Fighting Trainer (RFFT) Four Aircraft Door Trainers . as well as delivering the highest levels of customer service. with First class guests receiving unparalleled attention and choice – for example. and champions high quality preparation and presentation of meals in Pearl Business Class. Additionally.A330/340. ensuring every passenger is treated like a guest.

Etihad is also currently evaluating mobile check-in options for its guests. web special offers. desktop and social media channels). such as self-service check-in kiosks. In 2010. Major projects: Guests: Etihad is committed to providing customers with a convenient. online check in. visualised search tools. Innovations will continue to be rolled out to offer a superior experience and service to the airline‟s customers and differentiate Etihad in the marketplace. crew planning. Oracle and Microsoft. . and search optimisation. web click to chat with call centre agents. more choice – via a wider range of products and services (including hotel. collaborative booking. insurance. to complement the airline‟s online checkin options.via powerful tools to search. Etihad is focused on further leveraging the potential of e-commerce and digital communication by providing its guests with:     more convenience . and access to tailored special offers and deals). inflight catering.Factsheet December 2011 Information Technology Etihad‟s Information Technology (IT) department implements a range of smart and efficient information technology and telecommunications services to benefit the airline‟s passengers and its close to 8. online hotel/insurance sales. and business intelligence. mobile. and more involvement – via more personalised. Etihad has secured strategic partnerships with some of the world‟s leading suppliers to achieve this. Important innovations include speed enhancements. including Amadeus. SABRE. fast and smooth travel experience. car. more engagement – via a number of innovative new digital channels to enact through (including website.000 strong workforce. Etihad is focused on a range of major projects to optimise the airline‟s performance in areas relating to pricing. Digital strategy: Etihad recognises the importance of new technology and continues to research and invest substantially in its digital channels. Lufthansa Systems. select and manage bookings (including flexible. Airline and business support: Etihad‟s use of IT seeks to achieve efficiency and incremental revenue for the airline and support Etihad‟s approach to sustainability. flight operations and flight plans. and full dynamic packaging capabilities). Etihad introduced new airport services in Abu Dhabi. event and tour booking. SITA. Through the development of a comprehensive digital strategy. tailored and controlled communications (including personalised messaging and updates. change booking functionality and account management).

internal audit and quality. lounge area. The airline currently provides world-class commercial offices in Khalifa City A in Abu Dhabi for its employees. Etihad officially opened „Etihad Plaza. . a car rental office and mobile phone shop. 1. In March 2010. finance. a female and male health spa.500 cabin crew. IT. and a comprehensive set of retail outlets. The ground floor of Etihad Plaza – which contains offices for 300 Etihad Airways staff from customer relations.200 pilots and management staff. and residential accommodation for 3. ground operations. plus accommodation allowances for 1. Employees currently occupy some of the 600 homes available in five accommodation blocks – mainly one and two bedroom apartments with some three bedroom homes. facilities and property. staff restaurant. safety and security – is also the site of the Etihad Airways medical clinic. Etihad Plaza comprises two state-ofthe-art gyms.800 people working in Abu Dhabi from across the globe.‟ an accommodation complex that is home to Etihad Airways staff.600 junior employees.Factsheet Facilities & accommodation December 2011 Etihad has close to 7.

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