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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
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.
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.
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
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.
PO Box 35566, Head Office Khalifa City A, Abu Dhabi United Arab Emirates www.etihad.com
Lahore. Nagoya. Brisbane. Seoul. Doha. Colombo. Dhaka. and 63. Jakarta. Muscat. Toronto. Geneva. Kathmandu. Riyadh. Kuwait. Amman. Johannesburg. Manchester. Chengdu. Almaty. Bahrain. Damascus. 5. Thiruvananthapuram. Beirut. Brussels. Peshawar. Casablanca. Nairobi. Tehran. Moscow. Istanbul. Dublin. Bangkok. Cairo. Düsseldorf.190 flights per month. Manila. As part of its long term vision.211 flights per week. Cape Town. including: Abu Dhabi. Alexandria. Beijing. Melbourne. Seychelles. Munich.145 flights per year (current estimates). . Calicut. Baghdad. Mumbai. Islamabad. Paris.Factsheet December 2011 Network Etihad currently serves 84 destinations in 52 countries. On average Etihad currently operates: 173 flights per day. Bengaluru (Bangalore). Dammam. Erbil. Astana. Karachi. and Tokyo. Cochin. Athens. Etihad‟s on time performance in was 2010 was 72 per cent for zero minutes and 87 per cent for below 15 minutes. Singapore. Kuala Lumpur. Chicago. Minsk. London Heathrow. Malé. Jeddah. Shanghai. 1. Frankfurt. New York. Etihad plans to operate to up to 100 major business and leisure destinations around the world by 2020. Sydney. Hyderabad. Chennai. Delhi. Milan. Larnaca. Khartoum.
31 Boeing 787s between 2014 and 2020. Over the next 10 years. and 10 Boeing 777s between 2012 and 2013. .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. 25 A350s between 2017 and 2020. the airline announced what was at the time the largest aircraft order in commercial aviation history. Etihad Airways plans to take delivery of: 19 A320s between 2011 and 2015. 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. but not the delivery date). 10 Airbus A380s from 2014.
Abu Dhabi. 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. Etihad‟s Diamond First Class was awarded „World‟s Best First Class‟ in the Skytrax awards for two years running. as voted for by more than 18 million passengers worldwide. more storage space and a state-of-the-art Panasonic eX2 inflight entertainment system with a 15. Etihad introduced its new First Class Suite. Arabic-styled sliding doors offering complete privacy. a large wood-finished table. Etihad represents modern Arabia and its home. a personal wardrobe with mirror. won the World‟s Best Business Class award in 2009. and four individual lighting options with dimmers. Pearl Business Class: Etihad‟s Pearl Business Class. as voted for in the Skytrax annual poll. Customers travel in state-of-the-art seating designed for maximum comfort. The new First Class product is being rolled out progressively to Etihad‟s existing three-class fleet this year. and its new Diamond First Class Suite is now available on all routes with First Class. in-seat power points and USBs. Etihad has recently upgraded a number of its aircraft in the Business Class and Economy Class cabins. The First Class cabin also includes a spacious and comfortable changing room with a leather fold down seat and full length illuminated mirror. featuring a seat that converts to a fully flat bed. smooth and fast as possible. ambient lighting with dimmer settings.4 inch personal screen. use the latest inflight entertainment systems. armrests and ottomans upholstered by Poltrona Frau. luxurious leather headrests. which are longer and wider. Etihad has introduced a range of services designed to make the travel experience as comfortable. all with direct aisle access in a 1-2-1 configuration. a 23inch personal entertainment screen.Factsheet Product and Services December 2011 Etihad Airways is committed to providing guests with a superior travel experience both inflight and on the ground. while also drawing inspiration from the very best in five-star boutique hospitality from around the world. In the air: Diamond First Class: In August 2009. featuring a luxurious Poltrona Frau leather seat that converts to a fully flat bed. available on all routes with First Class by October. and experience fine dining and impeccable service. . On the ground. The seats include larger meal and cocktail tables. New advanced Business Class seats are now being introduced.
touches of luxury and greater choice and flexibility. Etihad will begin introducing qualified Inflight Chefs in its First Class cabins. In November 2011. on-demand entertainment systems. Guests can indulge in a selection of complimentary drinks. An extension of the Inspired Service philosophy already embedded in its First and Business Class cabins. Seats are ergonomically designed for comfort. the new service delivers greater levels of personal attention. the Kaiseki menu on flights to Japan). guests can recharge their laptop or mobile phone and connect personal devices to the system. The new Economy cabin offers a new interior design. For men. Guests can enjoy over 600 hours of movies. including a kids only channel. footrest and a deep recline. TV shows. The Inspired Service in Economy Class includes hot desserts. rolling the concept out progressively across the network. Inflight entertainment: All Etihad flights are fitted with state-of-the art. A large pillow is provided. choosing from an extensive á la carte menu or “Kitchen Anytime” menu. available in a wide choice of languages. a Panasonic eX2 system. Small touches on the seat such as coat hooks and cup holders make the space more individual. Etihad offers a fashionable black cosmetic purse detailed with exclusive crystals by Swarovski. hand-picked from around the world. hired from leading establishments worldwide. Each inflight menu is tailored to the route. Amenity kits: For Diamond First Class female guests. one taste of Arabia dish and one Western option. typically including at least one dish inspired by the destination. on a number of its aircraft. Etihad is progressively introducing one of the world‟s most comprehensive in-flight entertainment systems. specially selected from the world‟s best vineyards. Each seat is also equipped with a handheld controller.Factsheet December 2011 Coral Economy Class: Etihad has rolled out a new service style in Economy Class. and a hot and cold café service with a range of beverages from cappuccino to green tea. Exclusive boutique wines are served. Guests may dine when they like. USB port and power sockets underneath the 10.4 inch personal entertainment screen. On routes where there is a very high demand for particular menu items (ie Indian cuisine on flights to the Indian Subcontinent. music and interactive games. an offering unique to Etihad. On power points located at every seat. are available to help guests find the right dish to suit their mood and the perfect accompaniment. the menu is adjusted to include only of those dishes. an . Food and Beverage Managers. with a 32 inch pitch. Dining: Dining is an inspiring experience in Etihad‟s Diamond First Class and Pearl Business Class. Advanced seating for the Economy cabin was introduced in December 2009 and is now available on all A330-300 aircraft.
Parents can keep children busy and creative with the airline‟s „kids‟ pack‟. On the ground. In Business Class. Inflight Duty Free: Etihad offers all guests the opportunity to shop inflight from the airline‟s „exclusives‟ range. engaged and enjoy their time at the airport. pencils and games and available on all flights longer than 1 ½ hours. music and interactive games. Manchester and Dublin offer Family Rooms equipped to keep children busy and happy. cigar lounge. Customers also have the opportunity to pre-order items online or via email to ensure their requested products are available onboard their next flight. such as a shaving kit with Schick Xtreme 3 razor and shaving cream. Coral Economy Class guests receive an amenity kit containing comfort items in a handy travel pouch. taking care that they are safe. In the Business Class lounge.Factsheet December 2011 exclusive black leather cufflink box holds quality amenities. On select ultra long haul flight. international buffet cuisine. including a “kids only” interface. Both amenity kits include toothbrush and toothpaste. On the ground: Lounges: Etihad‟s First and Business Class guests receive access to luxury lounges across all destinations. and à la carte fine dining. stickers. The program provides travellers with a convenient. cabin crew offer guests designer skincare products from Korres. in conjunction with its airline partners. The kits are complemented by highquality tailored male and female sleeper suits. hand cream and lip balm. toys. including a complimentary Six Senses spa. TV shows. Etihad‟s signature First and Business Class lounges in Abu Dhabi. Etihad lounges in Abu Dhabi offer nannies to watch over children. ear plugs. champagne bar. In Abu Dhabi. featuring up to 170 products. guests can enjoy a complimentary spa treatment from Six Senses spa. rest and . an offering exclusive to Etihad Airways First Class. eyeshades and products from luxury brand La Prairie such as moisturiser. Further. business. television and an exciting children‟s menu. which is full of fun activities. with books. toothbrush and toothpaste. ear plugs. socks. 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. hassle free. Etihad also offers special inflight menus for children and state-of-the-art inflight entertainment programs with more than 600 hours of movies. London. the airline‟s signature First Class lounge offers guests a range of luxury services. socks and eyeshades. unique shopping experience while onboard. Family Travel: Etihad offers a variety of products and services designed to make travelling with children more enjoyable.
as well as Etihad Guest Gold cardholders.Factsheet December 2011 relaxation and entertainment options. Dubai terminal: A terminal check-in in downtown Dubai allows Etihad guests the opportunity to check in six to 24 hours before a flight. Online check-in: All guests can save time by checking in online from 24 hours to two hours before departure. with personal chauffeurs available at 24 Etihad destinations in 16 countries. In both lounges. Pearl Business Class and Etihad Guest Gold cardholders can take advantage of priority boarding. 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. In Abu Dhabi. Guests can check-in. excellent climate-control systems. An exclusive fast-track service is available for First and Business Class passengers arriving into and leaving Abu Dhabi. 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. Check-in. . Priority boarding: Diamond First Class. Manchester. Etihad offers dedicated check-in areas for families and Etihad Guest Silver cardholders. The fleet of Mercedes-Benz coaches is equipped with elegant interiors. check their baggage and travel to Abu Dhabi airport via luxury coaches. the airline offers a dedicated lounge for those passengers awaiting the Etihad Chauffeur service. Check-in. Etihad also operates its own lounges in London. prayer rooms are available and children can be kept entertained by nannies in a family room. ergonomically-designed seats. Frankfurt and Dublin. an entertainment system and high-resolution 14-inch monitors. choose their preferred seats and print their own boarding pass to present upon arrival at the Bag Drop counter at the airport. For Economy Class passengers. 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. as well as a number of destinations worldwide.
Bangladesh 2010 • World‟s Best First Class – Skytrax • Best First Class Airline Seat .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. as judged by over 18 million air travellers worldwide in the annual Skytrax survey. Etihad has received a range of local and international awards that reflect its position as the leading premium airline in the world.2011 Biz Travel Forum. 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 . 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. In November 2010. In 2011. Etihad was awarded „World‟s Best First Class‟. Etihad was recognised as the „World‟s Leading Airline‟ for the second consecutive year at the World Travel Awards. 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. Airline category – Pan Arab Web Awards .Factsheet An Award Winning Airline December 2011 In its first seven years of operation. Bangladesh • Best Meal in Economy Class – Monitor Airline of the Year Awards.
World Travel Awards Middle East • Leading International Marketing Campaign .World Travel Awards Middle East • Leading First Class .European Sponsorship Association • Airline of the Year .Irish Travel Trade News awards. leading first class and leading travel website .Skytrax awards • Best business class .Skytrax awards • Top Worldwide Airline (Silver) .CEO Middle East awards (ITP) • WebAward for Outstanding Achievement in Website development from Web Marketing Association .Business Travel Awards 2009 • World‟s Leading Airline .Irish Travel Trade News awards.British Travel Awards • Airline of the Year .World Travel Awards (WTA) • Marketing strategy of the year .Wanderlust Travel Awards.Business Traveler USA • Leading first class .Middle East World Travel Awards (WTA) .Business Traveller Middle East awards • Best Cabin staff . UK • Best Business Class Airline .USA • Leading airline.World Travel Awards Middle East • Leading Airline Lounge .Freddies awards • Best Member Communication .Aviation Business Awards (ITP) • James Hogan.Business Traveller Middle East awards • Middle East Deal of the Year award . Pax International • Deals of the Year – Global Trade Review • Avian Award for In-flight Innovation (E-Box) .World Travel Awards (Global) • European Sponsorship of the Year Award . Dublin 2008 • Airline of the year .Freddies awards • Best Award Redemption .Arabian Business Achievement Awards • Best business class service .World Travel Awards Middle East • Leading Airline Website .Freddies awards • Best Bonus Promotion .World Travel Awards (WTA) • World‟s Leading First Class .World Travel Awards Middle East • Best Website . London. Aviation CEO of the year .Factsheet December 2011 • Top Operational Excellence Award – A340-500/600 aircraft • Airline of the Year – Food Services Middle East.Freddies awards • Best business class catering .The Airfinance Journal awards • Best Business Class Airline award .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 . Dublin • Best Airline to the Middle East / Africa .Middle East Business Achievement Awards • Best Business class .
com .Factsheet December 2011 • Airline with the best economy class .Business Traveller Middle East awards • Freddie Award: Best Customer Service .14th annual World Travel Awards • World‟s leading flatbed seat .etihadguest.com .Pan Arab Web Awards • Middle East's Leading Airline Website www.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 .etihadairways.Business Traveller Middle East awards • Airline with the best cabin staff .etihadairways.com .World Travel Awards • The Middle East's Leading Airline .Inside Flyer magazine • Freddie Award: Best Award redemption .UAE Web Awards • Freddie Award: Best website www.etihadairways.Best Economy class catering award • International Website technology Award www.etihadguest.World Travel Awards • The World‟s Leading New Airline .Pax International magazine • Skytrax .Pan Arab Web Awards • Best business class airline .etihadairways.UAE Web Awards • Strategy Web Award www.com .www.Pan Arab Web Awards • International Standards Web Technology award .Inside Flyer magazine • Freddie Award: Programme of the year .Irish Travel Trade News Awards 2007 • World‟s leading travel television commercial .Inside Flyer magazine • Best website www.etihadairways.Inside Flyer magazine • Freddie Award: Best Website www.Inside Flyer magazine • Freddie Award: Industry impact .com .com .etihadairways.World Travel Awards • Middle East's Leading First Class Airline .14th annual World Travel Awards • Airline with Best First Class Service in the World by Business Traveler magazine • Outstanding Food Service by a Carrier .com .com .Inside Flyer magazine • Middle East Airline of the Year .World Travel Awards 2006 • Golden Award www.Pax International magazine • The World‟s leading flat bed seat .
2010 10 Nov. Royal Air Maroc. Etihad commenced operations with the launch of services to Beirut in Lebanon. Morocco Khartoum Tehran. including Middle East Airlines (MEA). Qatar Manama. Yemenia and Kuwait Airways. 2010 Codeshare services: Etihad operates a number of codeshare services with carriers in the Middle East. Today. 2006 5 Jul. 2004 26 Mar. 2006 22 Aug. 2003 1Jul. 2006 22 Dec. Jordan Kuwait Casablanca. Etihad operates over 206 services per week from Abu Dhabi to 17 destinations in the Middle East. 2010 1 June. 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. 2006 4 Dec. Egypt Cairo. 2004 26 April. Sudan and Morocco in North Africa. 2006 28 May. 2003 7 Dec. also including Egypt. Egypt Doha. Lebanon Damascus. Iran Alexandria. 2006 2 Jun. 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. On 12 November 2003. including: Destination Beirut. 2004 4 May. Saudi Arabian Airlines. 2006 12 July. Bahrain Muscat. 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. 2003 Amman. and today operates services to 17 destinations across the Middle East. .
2004 1 Jun. Cyprus Airways and TAP Portugal. 2006 2 Jul. East Midlands and Leeds Bradford. Knock and the Isle of Man. Frankfurt. Dublin. Aberdeen. Manchester. Galway. including Aer Arann. Air Malta. 2004 and began double-daily services to London Heathrow in March 2007. Etihad commenced services to London Heathrow in March. 2007 1 Jun. Ukraine International. 2009 2 Jun. 2006 31 Oct. Belfast. 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. Turkish Airlines. . 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. flybe. bmi. Today. Etihad Airways commenced services to the UK with flights to London Gatwick in 2003. Cork. Codeshare services: Etihad operates a number of codeshare services with carriers in Europe. Dublin. Air Malta – Malta. Alitalia – Rome and Naples. 2009 14 Jun. 2006 5 Jun. bmi –Edinburgh. and to mainland Europe with services to Geneva and Munich in June of the following year. 2005 5 Jun. Czech Airlines. Etihad operates over 90 services per week from Abu Dhabi to 12 destinations within Europe. soon increasing to three times daily. 2004 2 Sep. Etihad operates codeshare services to the following destinations in Europe: Aer Arann – Dublin. Brussels. Glasgow. 2009 16 Dec 2011 Etihad Premium Lounges: Etihad has dedicated premium lounge facilities in London Heathrow. Brussels Airlines. Sligo.Factsheet Etihad Airways in Europe. the UK and Ireland December 2011 Europe is a key market for Etihad and the airline is committed to future growth in the region. Olympic Air. 2007 3 May. Alitalia.
Brussels. Manchester. Etihad offices: Etihad has offices in London. Strasbourg and Lyons. Paris. Funchal. and TAP Portugal . Athens. Isle of Man. Le Mans. Exeter.Brussels. Milan. Sofia. Milan. and Porto Ukraine International – Kiev. Geneva. Athens. Paris and Frankfurt. SNCF – Bordeaux. Munich. Marseilles.Factsheet December 2011 Brussels Airlines – Barcelona. Frankfurt and Milan (from September 2010) Olympic Air – Bucharest . London. Paris. Nantes. Inverness. Malev – Budapest. Birmingham. Faro. Dublin. Geneva. . Southampton. Cyprus and Istanbul. Lille. Copenhagen. Oslo. Düsseldorf. Czech Airlines – Prague Flybe – Birmingham. Frankfurt. Rennes. Brussels. Rhodes and Thessaloniki. Frankfurt. Madrid. Glasgow. Stockholm and Gothenburg.
Combined. Today. Etihad secured 14 additional weekly flight frequencies from its Abu Dhabi home-base to Australia. allowing members to earn and burn status/tier points and frequent flyer points. Etihad codeshares on a number of Air New Zealand‟s trans-Tasman and domestic services. and Air New Zealand codeshares on Etihad‟s services between Sydney. 2009 In February 2010. Etihad Airways commenced services to Australia with flights to Sydney in March 2007. V Australia places its „VA‟ code on Etihad‟s 21 weekly Australian services. Melbourne and Abu Dhabi as well as between Abu Dhabi and London Heathrow and Abu Dhabi and Beiing.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. It also allows reciprocal service benefits and lounge access for top tier members of both programs. Seven of the additional 14 flights can be operated to any gateway in Australia which includes Etihad‟s current destinations of Brisbane. Etihad places its „EY‟ code on V Australia‟s three weekly services between Sydney and Abu Dhabi. 2007 Apr. the two airlines offer a joint global network of more than 100 destinations. Brisbane. to operate joint services with Etihad. The agreement integrates the Etihad Guest and Velocity Rewards frequent flyer programs. including: Destination Sydney Brisbane (via Singapore) Melbourne Service per week 11 3 Daily Aircraft type A340-600 A330-200 A340-600 Commenced services Mar. The codeshare integrates Air New Zealand . the South Pacific and west coast of USA. Etihad signed a codeshare agreement with Air New Zealand in February 2011. Sydney and Melbourne. 2007 Sep. effective February 2011. A further seven weekly flights have been granted to Etihad on the condition that the operation also flies via or onto a regional airport. Brisbane in September 2007 and Melbourne in March 2009. V Australia. Etihad operates 21 services per week from Abu Dhabi to these three destinations in Australia. New Zealand. This includes 45 Virgin Blue destinations in Australia. Etihad has a major partnership with Virgin Blue Group of Airlines that enables Virgin Blue‟s international arm.
enabling customers to earn and burn miles on each other‟s flights. Pacific Blue. including a dedicated aircraft maintenance facility at Sydney International Airport and a call-centre in Sydney. V Australia and Air New Zealand.Factsheet December 2011 Airpoints and Etihad‟s Etihad Guest loyalty programs. Etihad offices: Etihad‟s Australian head office is in Sydney and it has offices in Melbourne and Brisbane also. Codeshare services: Etihad operates codeshare services with Virgin Blue. . The airline employs more than 80 staff and maintains seven premises.
2008 Codeshare services: Etihad operates four codeshares in Northern Asia and Eastern Europe. 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. Flights commenced to Nagoya in Japan in February 2010 and Etihad launched its services to Tokyo in March 2010. 2010 27 Mar. services to Moscow and Almaty were added.Factsheet December 2011 Etihad Airways in Northern Asia and Eastern Europe A key region for the airline spans Northern Asia and Eastern Europe. With some of the airline‟s newest routes opening in Japan and South Korea in 2010. Etihad opened its Abu Dhabi . In April 2009. The agreements with ANA (Japan). with flights to Minsk. Sapporo and Fukuoka in addition to Tokyo and Nagoya. with four services per week to the Chinese capital. Seoul. Etihad operates 22 services to Northern Asia and 14 services to Eastern Europe from Abu Dhabi each week. Etihad began one weekly flight to Astana. The S7 codeshare offers passengers from Russia the opportunity to connect to Etihad‟s daily flights from Moscow to Abu Dhabi. Tokyo. 2008 2 Feb. S7 (Russia) and Asiana Airlines (Korea) were all signed in 2010. Moscow and Minsk. Etihad remains committed to growth in this region. Etihad Airways entered the North Asian market with services to Beijing in March 2008. In December of that year. The agreement with Air Astana was signed in early 2011. Eastern European services commenced in August 2008. 2008 5 Aug. Etihad offices: Etihad has offices in Beijing. Belarus. The codeshare with ANA enables connections for passengers travelling to and from Osaka. 2010 3 Dec. Almaty. 2010 10 Dec. The agreement also covers ground services and a mileage program tie up. Today. 2008 5 Apr. 2009 1 Dec. In December 2010. the Kazakhstan capital.Seoul route. .
Malaysia Airlines and Bangkok Airways – targeting an additional eight destinations across the region. Etihad offices: Etihad has offices in Bangkok. leisure passengers. 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. 2007 Codeshare services: Etihad operates three codeshare operations in South East Asia – with Philippines Airlines. . Etihad commenced services in the region in 2006 when it launched its Manila services. 2007 13 Feb. 2004 16 Mar. Manila and Singapore. Jakarta. 2006 16 Jan. 2006 28 Sep. Over the past four years.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. visiting friends and relatives and worker traffic. Kuala Lumpur. South East Asia is one of the busiest regions for the airline. Etihad has expanded its network to eight destinations and now operates 43 flights to and from South-East Asia each week. With the demographics of guests including business travellers.
Bangladesh and in October 2007. 2007 2 Aug. 2004 1 Dec. Etihad commenced services to Bengaluru (Bangalore). 2007 3 Jun. Etihad operates 84 services per week from Abu Dhabi to 15 destinations within the South Asian Subcontinent. Europe and North America. Today. Nepal. Pakistan. Etihad commenced flights from Mumbai in September 2004 and gradually increased flights across the Indian Subcontinent. A330200 A320 Commenced services 2 Nov. 2008 30 May. 2004 2 Nov. A330200 A 320. in October 2004. Etihad began daily flights to Kathmandu. 2006 2 Feb. More recently. 2006 17 Feb. and has announced it will commence services to Malé. 2010 Pakistan: Destination Karachi Lahore Islamabad Peshawar Service per week Daily Daily Daily 2 Aircraft type A320. 2011. 2004 20 Feb. 2006 . 2009 2 Aug. the capital of the Republic of Maldives. on November 1. In May 2006. 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. Etihad commenced flights to Dhaka. A330200/A340-600 A320.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. 2008 1 Jan. It commenced flights to Karachi. in January 2011.
Cochin.Factsheet December 2011 Bangladesh: Destination Dhaka Service per week Daily Aircraft type A330-200 Commenced services 4 May. Peshawar. Dhaka. Chennai. Islamabad. Lahore. 2006 Nepal: Destination Kathmandu Service per week Daily Aircraft type A330-200 Commenced services 28 Oct. Delhi. 2007 Sri Lanka: Destination Service per week 4 Aircraft type Commenced /Resumed services 1 Jan. Kathmandu and Colombo. Kozhikode. 2010 Colombo A330-200 Maldives: Destination Malé Service per week Daily Aircraft type A320 Will Commence Services 1 Nov. Etihad offices: Etihad has offices in Mumbai. 2011 Codeshare services: Etihad operates codeshare services with Jet Airways to the following destinations in the Indian Subcontinent: Bombay. . Karachi. Hyderabad and Thiruvananthapuram.
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. Today. Etihad operates a daily service to the two cities. . 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.
Etihad operates over 17 services per week from Abu Dhabi to the Americas. In 2009. Chicago and Toronto. with daily flights into New York‟s JFK Airport. 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 and AA operate codeshare services to a number of cities across the USA including Washington DC. . Los Angeles.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. Etihad offices: Etihad has offices in New York. 2009 Codeshare services: Etihad signed a codeshare agreement with American Airlines (AA) in September 2009. 2005 11 Oct. San Francisco and Houston. Etihad commenced services to the USA in October of 2006. 2006 3 Sept. Etihad Airways commenced services to North America with services to Toronto via Brussels in 2005. which increased to daily flights at the beginning of 2010. which later became direct flights. Etihad increased its presence in the USA beginning three weekly flights to Chicago. Today.
Air Malta. Turkish Airlines. Siberia Airlines (S7).Factsheet December 2011 Alliances Etihad Airways. partners can access the depth of Etihad‟s network. Brussels Airlines. Jet Airways. has a strong portfolio of bilateral and affiliate relationships with other carriers. Philippine Airlines. Kuwait Airways. TAP Portugal. flybe. Czech Airlines. Etihad currently has over 100 SPA relationships and a further 34 codeshare partnerships in place. and to extend the reach and breadth of Etihad‟s network. Yemenia. Saudi Arabia Airlines. Air Astana. codeshare arrangements and Special Prorate Agreements (SPAs). Malaysia Airlines. Olympic Airlines. In return. French Railways (SNCF). Air New Zealand. Bangkok Airways. Vietnam Airlines. while not a member of any global alliance. Royal Air Maroc. Middle East Airlines. Malev. Ukraine International. Two types of relationships exist. Alitalia. Cyprus Airways. V Australia. Sri Lankan Airlines. bmi. Pacific Blue. Etihad is able to offer an enhanced and expanded network to its own customers. Through strong relationships with both its codeshare and interline partners. Codeshare partners include: Aer Arann. . Virgin Blue. ANA. American Airlines. Both types of partnerships exist to support Etihad‟s existing route structure. Asiana.
Leisure guests. The Global Sales Department is involved with both long term strategic and short term tactical activities and campaigns throughout the year. led by a Regional General Manager. Sales teams are based in every market in which the airline operates. including through travel agents and via its own travel offices and retail outlets. Visiting Friends and Relatives (VFR). Each market is managed by a Country Manager that reports into one of six geographical regions. Students. Guest segments for the airline include: Corporate: multinational. brand building and product awareness and quarterly sales promotional initiatives. marine and student agents. agents incentives. major online travel agents (OTAs) and specialist consolidators. Marine. UAE and Oman. Meetings. This includes a focus on global corporate and Travel Management Companies (TMCs). contact centres. Africa and the Middle East. and Labour. The regions include: Americas. corporate agreements. and Asia Pacific South and Australasia. 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. Religious. Etihad works in conjunction with other airline operators to develop interline sales including several major codeshare relationships such as American Airlines and ANA. Europe. Incentives Conferences and Events (MICE). Industry sales: Channel management includes strategic account management handled at a „business to business‟ level through a dedicated Global Sales team. the internet. . In addition. Indian Sub Continent and Asia Pacific North. 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. national and SME. interline partners and travel wholesalers.
refer to www. chauffeurdriven limousines and insurance as well as access other features such as route maps and timetables and „Experience Etihad‟. and provides visitors to Abu Dhabi and the UAE with a wide range of unrivalled business and leisure activities. Etihad. and Digital Strategy. Japanese. Etihad Holidays: Launched in May 2004. employing over 300 people who speak nine languages. Customers can book flights on the site. hotels.com is an integral sales and marketing channel for the airline. Hala Abu Dhabi is the in-house destination management company of Etihad Airways. Global contact centres: Etihad currently has four global contact centres located in Abu Dhabi. working closely with all markets to ensure the airline sells and serves its customers to the highest standards. Korean and Russian – and has over 45 country-specific websites. as well as cars. Etihad Holidays. 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.com.Factsheet December 2011 Direct sales: The Direct Sales team is responsible for Etihad Holidays. Etihad Shops in the UAE. Etihad Holidays now offers packages to over 70 destinations in 23 countries. featuring a detailed directory of the Emirate‟s attractions and exclusive offers on a wide range of products and services including hotel accommodation. Etihad Shops: The Etihad Shops offer a one-stop travel experience selling the full range of Etihad products and services including airline tickets sales. Mumbai and Sydney. The program has a dedicated website – essentialabudhabi. Hala Abu Dhabi: Launched in March 2010. which was launched in January 2011.ae Essential Abu Dhabi: essential abu dhabi. Al Ain. Etihad Holidays offers a range of holiday packages throughout the year. Italian. . shopping and cultural activities in more than 35 venues in Abu Dhabi.halaabudhabi. Etihad Guest. There are 12 shops throughout the UAE located in prominent shopping malls and high street locations.com: etihad. is dedicated to promoting awareness of the capital of the UAE as one of the world‟s top business and tourist destinations. dining. For further information. French. The teams handle over 5. German. Visits to the site increased globally by over 100 per cent in 2010 (from 2009).000 calls per day. Chinese. The website is available in nine languages – English.com – and specially branded brochure. Etihad merchandise and other ancillary travel products. Through strong partnerships with tourism boards and the very best international hotel chains. Global Contact centres. Arabic. an interactive onboard and ground experience. Hala Abu Dhabi (destination management company) Etihad.
. 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. 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. please refer to the Information Technology factsheet.
Etihad Guest: Etihad Guest is an award-winning loyalty program. for example if the guest has a problem at check-in. Non-flight rewards cover a wide variety of categories. or to a guest when an issue occurs. . When this occurs. and CRM Intelligence. and is called upon to assist at other outstations for some issues. Service recovery: Etihad is committed to offering its guests a superior customer service. as well as handling the distribution of many promotional and information emails. The CARE unit is set up specifically to proactively manage customer service issues. at Abu Dhabi international airport. divided into „Guest Affairs‟ and the airline‟s „CARE unit. The department is responsible for three areas: Etihad Airways‟ loyalty program.ae. over 40 promotions are organised by the CRM and Loyalty department and communicated to all Etihad Guest members.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. CRM Intelligence: This part of the CRM and Loyalty department is responsible for analysing the data the airline collects about its guests. Etihad Guest. Service Recovery. from computer and electronic equipment to jewellery and lifestyle products. boasting over one million members to date.‟ Etihad understands that a customer‟s travel experience with Etihad sometimes does not live up to their expectations. This analysis enables Etihad to make much more personalised and targeted offers to its customers. Guest Affairs can be contacted by email at feedback@etihad. Each year. in a timely and empathetic manner. the airline‟s Guest Affairs department will do everything possible to respond to complaints appropriately. as well as maintain the high standard of customer care extended to all passengers flying with Etihad Airways. 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. and has a dedicated team in place to manage customer relations before and after a customer travels with Etihad. The unit provides support to the ground staff in the event of a disruption.
Etihad Holidays run bimonthly World Deals campaigns featuring exceptional deals to popular destinations supported by bonus offers such as free nights. Etihad Holidays has transformed the way customers can choose and book their holidays. Customers are able to view holiday options on interactive TV screens in an innovative alternative to traditional holiday brochures. 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. free upgrades and discounts. Australia. Dubai and Al Ain. and highly trained travel consultants offer customers the very latest Etihad Holidays packages in specially designed custom built sales pods developed for personal service. Etihad Holidays‟ annual program features more than 350 hotels and apartments in Africa. with state-ofthe-art shops in the newest shopping malls in Abu Dhabi. 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. Europe.com. Middle East and North America plus tours and suggested itineraries in key destinations. Etihad Holidays now offers packages to over 80 destinations in 26 countries. . Hala Abu Dhabi has a unique insight into the local area and destinations across the UAE.Factsheet Etihad Holidays December 2011 Launched in May 2004. launched in February.etihadholidays. the best international hotel chains and key international tourism service providers. Asia.www. With over 50 per cent of staff being UAE nationals. Through strong partnerships with tourism boards. Hala Abu Dhabi: Hala Abu Dhabi is the in-house destination management company of Etihad Airways. Packages can also be viewed on Etihad Holidays‟ website . As consumer holiday trends in the region have evolved. 2010. Hala Abu Dhabi provides visitors to Abu Dhabi and the UAE with a wide range of unrivalled business and leisure activities.
Factsheet December 2011 Etihad Crystal Cargo Established in 2004.com . For further information. Etihad Crystal Cargo is the fast growing cargo division of Etihad Airways. These 12 freighter-only destinations are: Addis Ababa. Etihad carries most types of air cargo traffic and adheres to international and aviation rules and specifications. go to www. the Middle East. Djibouti. Amsterdam. Asia and Africa. Kandahar. Etihad Crystal Cargo won the prestigious ‘Air Cargo Industry Customer Care Award’ in 2010. and operates to a total of 84 destinations internationally. Calcutta. Customers can book their services directly through Etihad Crystal Cargo offices worldwide. The cargo division operates a fleet of seven dedicated cargo aircraft consisting of one Boeing 777F. Kabul. Hahn. Shanghai. Nairobi. Worldwide freighter charter services are also available. Sharjah. two Airbus A300-600F. From its hub at Abu Dhabi International Airport. Etihad Crystal Cargo offers its customers a range of cargo services linked to its expanding international route network and aircraft fleet. 12 of which are freighter only.etihadcrystalcargo. Hong Kong. two Airbus A330-200F and two MD-11F (leased) aircraft that fly on scheduled services to Europe. Guangzhou. The airline operates cargo freighters to 27 of these 84 destinations.
The Marketing department will continue to build the Etihad brand and product awareness in key markets. including strategy and campaign development. media planning. A major campaign for 2011 is the airline‟s Essential Abu Dhabi program. as well as managing the execution of the central brand communication strategy across the various Etihad divisions. In 2011.com. Etihad was awarded „World‟s Leading Airline‟ at the World Travel Awards for the second consecutive year. Etihad Media and Visual Communication and Brand Management. . The program has a dedicated website – essentialabudhabi. results tracking.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. Sponsorship and Exhibitions. The Marketing department also supports the marketing requirements of the entire network of more than 70 outstations. featuring a detailed directory of the Emirate‟s attractions and exclusive offers. with a growing focus on online marketing campaigns. A greater investment will be made in digital media which can accurately target commercial messages and help build sales further on Etihad. and vendor and agency management. which is dedicated to promoting awareness of the capital of the UAE as a top tourist destination in the world. In 2010. A specially branded A330 plane has taken to the skies promoting „Visit Abu Dhabi in 2011‟. 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‟. The Marketing department at Etihad consists of four divisions: Marketing Communications.com – and a specially branded brochure.
Etihad‟s sponsorship also assists young athletes to compete internationally through the Scholarship Mentoring Programme. Globally. Manchester City Football Club: In July 2011. These sponsorships are consistent with Etihad‟s values of hospitality. is a multi-purpose sports and entertainment stadium in the Docklands precinct adjacent to the CBD. Etihad Stadium was the airline‟s first major sporting sponsorship in Australia. V8 Supercars: Etihad partnered with V8 Supercars in 2011 to become the official international airline for the thriving sport. respectively. which is one of the largest golfing tournaments in the region. Etihad Stadium: To coincide with Etihad‟s first flight to Melbourne in March 2009. V8 Supercars‟ website also carries links to special offers on Etihad Airways flights around the world. including on perimeter signage and giant score boards. and helping bring Abu Dhabi to the world and the world to Abu Dhabi. sanctioned by the PGA. 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. The 55. team spirit.000 capacity stadium. Etihad signed a comprehensive 10year partnership deal with Manchester City Football Club. now known as Etihad Stadium and Etihad Campus. Showcasing both Etihad and Abu Dhabi to a global audience estimated at over 600 million people. 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. 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. the purpose built circuit on Yas Island has earned critical acclaim for its spectacular architecture and world best facilities for teams and spectators. opened in 2000. . to include naming rights for the stadium and expansive surrounding grounds. Sport Australia Hall of Fame: Etihad Airways is the major sponsor of the Sport Australia Hall of Fame. as well as an extension of the existing shirt sponsorship.Factsheet Sponsorships December 2011 Etihad Airways is proud to support a range of sporting and cultural events in the UAE and worldwide. Recognizing sporting achievements and excellence for over 25 years. and takes place at the Abu Dhabi Golf Club. and caters for both sporting and entertainment events. Golf: Etihad Airways is a Diamond Sponsor and the Official Airline for the Abu Dhabi Golf Championship.
Grassroots Sponsorship: Etihad Airways continues to align itself with innovative events and sporting teams across the region. . Etihad is the title sponsor of the „Etihad Junior Rugby Festival‟ which took place for the first time in November 2008. Gourmet Abu Dhabi. Justin Timberlake and Shakira. Etihad is proud to be a part of the most skillful and fastest field game in the world. Harlequins Rugby Football Club. Katrina Kaif: Indian Bollywood star Katrina Kaif is the airline‟s brand ambassador. and works with Etihad to promote the airline in India and around the world. Harlequins are based at the Twickenham Stoop in London and compete in the top rugby league in the UK and at European level. which has been competing in the region since 1969. taking the Etihad brand to new levels of awareness. 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. Etihad also supports many music initiatives in Abu Dhabi and has brought many international artists and bands to the capital. the Abu Dhabi Film Festival. 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. Current top international players include Ugo Monye. 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. Danny Care and Nick Easter. which include the Abu Dhabi Festival. The Hurling AllIreland Senior Hurling Championships is one of Ireland‟s oldest sporting competitions. with the first final taking place back in 1887. Last year Etihad filmed a dance sequence with Katrina in its First class lounge.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. Harlequins Rugby Football Club: Etihad Airways is the main sponsor of the UK Premiership rugby team. Katrina also participates in fashion style shoots on board and other national and international brand campaigns. the Arabic Prize for Fiction. and other important media events and exhibitions. At a local level. from international level down to the grass roots. including Coldplay. Etihad is a lead sponsor for the Abu Dhabi Harlequins Rugby Union Football Club.
Etihad Airways is currently focused on complying with the requirement to establish. airport safety. A measure of Etihad‟s safety and quality compliance has been provided by The International Air Transport Association‟s (IATA). industrial safety. passengers.Factsheet Etihad Airways Safety and Quality December 2011 Regulatory compliance: Safety is a core business function at Etihad. cabin operations. and approval has been received from the regulator. maintenance. flight operations. Etihad's initial IOSA Certification was received in July 2006. IOSA is a tool that complements an airline's efforts on safety. and the airline regards the safety of its flight operations. Safety is an integral part of the provision of an efficient. having met all 966 separate standards. performance or flight characteristics. The most recent IOSA Audit conducted in May 2010 confirmed that Etihad Airways was fully compliant. with 100 per cent compliance to IOSA standards. ground and cargo operations. in response to United Arab Emirates‟ Civil Aviation Law. effective and sustainable air transport operation. and corporate safety. in areas including organisation and management. This SMS implementation plan has been submitted to the GCAA. Etihad has established comprehensive safety goals which monitor the safety status of the company through the Safety and Quality Review Board (SQRB). conducting the 3rd IATA Operational Safety Audits (IOSA) for the airline. The program focuses on airline safety and quality and enhances existing oversight mechanisms. employees and associated ground operations as its number one priority. The SMS covers: aircraft safety. and in accordance with the recent safety management system requirements of the General Civil Aviation Authority (GCAA). maintain and operate a Safety Management System (SMS). but does not replace states‟ oversight responsibilities. . Safety performance measurement: Etihad Airways has a zero accident record with respect to any aircraft sustaining damage or structural failure adversely affecting strength. flight dispatch and security operations. Internal commitment to safety: Internally.
. support to the risk assessment process. leadership on investigations. assessment of safety reports.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. and provision of safety data and information to the Safety and Quality Review Board. The Corporate Safety and Quality Department acts as a centralised safety function for: provision of information to the authorities on reportable incidents.
with a view to addressing global aero-political developments.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. which are essential to enhance existing operations and facilitate the commencement of services to new destinations. Currently Etihad Airways is a beneficiary of more than 100 air services agreements. particularly those that have direct and indirect impact on Etihad Airways operations. . 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.
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. water and energy at work and at home. paper. metals and toner cartridges Environmental web pages on company intranet that include advice on how to save waste. 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. a polymer coating. 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”. 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. 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. as well as improvements to fuel efficiency membership of the Sustainable Aviation Fuel Users Group. 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. 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. to the exterior of Etihad‟s aircraft. . Etihad won the title for “Best Environmental Initiative” at the “Best in Abu Dhabi” awards 2010. Etihad‟s work in this area includes the following initiatives: The Sustainable Bioenergy Research Project (SBRP) with the Masdar Institute of Science and Technology. Boeing and Honeywell‟s UOP.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.
745 3.9% 2.563 2008 26.223 7. 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 27.4% 1. The airline‟s Operations department (which includes pilots and cabin crew). Currently more than 7. Despite the challenging economic conditions that have affected the aviation industry since 2008.800 people work at Etihad Airways with the majority based in Abu Dhabi and the UAE. Etihad‟s Human Resources department has evolved considerably during the last six years. is the biggest division and employs more than 5.9% 2.341 2.060 7.058 2009 10.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.670 510 865 5. 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. Etihad has continued to expand its workforce in a measured way to fit this growth.504 336 611 3.828 2010 0.017 1. .116 2006 63.0% 350 336 74 215 975 701 840 231 344 2.468 2007 60. In order to meet Etihad‟s predicted fleet.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.9% 1.518 2.913 744 1.500 people.000 people. 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 117.031 829 1.
The following table gives the staff numbers for the top 20 largest national groups working at Etihad Airways in December 2010. technical engineer program and call centre program. The Philippines and Britain. 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. graduate management program. The UAE is currently the fourth largest national group represented at Etihad Airways.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. (See Emiratisation fact sheet for more information). behind India.
395 1.631 Outstation 598 1 108 483 2 32 1.748 2.Cabin crew Operations Division .224 Total 1.Technical Engineer Program Strategy & Planning Total Head Office 653 108 322 1265 2783 982 171 92 15 38 202 6.Core People & Performance Division .193 765 399 344 7.Factsheet Total – Head Office & Outstation by Region Region Count Asian European Far Eastern Middle Eastern African Americas Australasian Grand Total December 2011 1.251 109 430 1.783 982 173 92 15 38 234 7.904 1.Core Operations Division .Cadet Pilot People & Performance Division .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 .855 .Graduate Management Program People & Performance Division .855 1.Pilot People & Performance Division .
Etihad ran a 10-month English training course for a group of 28 UAE nationals. The total percentage of UAE nationals working for Etihad Airways is currently around 13 per cent. conducted by the British Council and held in Etihad‟s dedicated training centre. . a graduate management development program and call centre program. The Etihad Airways‟ Emiratisation scheme offers a wide range of career opportunities for UAE nationals.Factsheet December 2011 Emiratisation As the national airline of the UAE. including a cadet pilot scheme. the Etihad Academy. Etihad Airways recognises its responsibility to pioneer employment opportunities for Emiratis in the airline industry. also bringing on board their unique skills and experience for the benefit of the airline. a technical engineering development program. In 2010. from various departments at Etihad.
and English language fluency (written and oral). First Officer: a minimum of 2.g. maximum age limit is 62 years old (type rated). 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 4. valid license and medical card.Factsheet December 2011 Pilots Etihad Airways‟ flight operations team. ICAO ATPL. and English language fluency (written and oral). During this time. the airline has continued to recruit the best direct entry pilots from around the world.000 hours total flying time. as well as training Etihad‟s own Emirati pilots from the UAE.500 hours in command on multi-crew jet engine in excess of 60. Recruitment: Qualification requirements for direct entry pilots (e. which includes pilots. Training: Captains and First Officers with Etihad are required to maintain the highest competency levels throughout the year. . a minimum of 1. 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). a minimum of 2. qualified) are: Direct Entry Captain: a minimum of 7. Preference is given to candidates with Airbus or Boeing experience.500 hours total flying time for A330 and 1500 hours for A320. even if they are flying regularly. Maximum age limit is 53 years old.000 hours on jet aircraft in excess of 60. classrooms and computer rooms.000 kgs. as well as launch its own cadet pilot program. valid license and medical card must be current. must be a current captain. which deals with different types of possible abnormal situations extreme weather scenarios and operations in low visibility.000 hours on multi-crew jet aircraft. Etihad has a state-of-the-art training academy at its base in Abu Dhabi where pilots spend time in full flight simulators.000 kg. has grown considerably since the airline‟s launch in 2003. 57 non type rated. The hours need to have been completed on powered fixed-wing aircraft only. greater emphasis is being put on recruiting the best pilots from around the world. ICAO ATPL.
three days in the classroom annually covering safety. technical. the Second Officers complete their final checks and will qualify as A320 First Officers. and one Boeing 777-300. the cadets become Second Officers and undertake a multicrew co-operation course and an Airbus A320 type conversion course. In order to gain their Airline Transport Pilots Licence (ATPL). Cadet pilot program training: As well as recruiting direct entry level pilots Etihad also operates a cadet pilot program. . on water ditching. 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. as well as training in the development of nontechnical skills applicable to working in a multi-crew environment. two Airbus A330 / A340s.Factsheet December 2011 an annual line check on the aircraft to ensure pilots are following all company procedures. Full flight simulators. During this time they also have to pass the UAE General Civil Aviation Authority‟s theoretical knowledge and flying exams. This enables them to fly as co-pilots on the Etihad Airways Airbus A320 short haul fleet. After approximately six months. the cadet pilots have to complete 750 hours of classroom tuition and 205 hours of flight training in single and multi-engine aircraft. (FFS): Etihad has four full-flight simulators which are manufactured by Canadian company CAE: one Airbus A320. The simulators are equipped with six-axis motion and control loading systems. Currently the program has over 100 UAE nationals and two classes of international cadet pilots. first aid and crew resource management. After gaining their ATPL. dangerous goods training with classroom and computer based training (every three years). Etihad has its own facilities to complete all aspects of fire training. There are also fixed base training devices to provide detailed system and procedural training for both Airbus and Boeing types. Additionally. The Second Officers spend much of the time during the type conversion course in Etihad‟s A320 full-flight simulator. as well as door and evacuation slide devices. and use sophisticated weather and lighting effects to provide realistic training scenarios for pilots.
similar to that of leading restaurants: In Business class. . understated and attentive: In Economy class. cabin seniors. as well as maintaining high levels of service provision. 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. there is an innovative meal service with trays cleared faster and more efficiently to allow for more relaxation time. The majority of Etihad‟s cabin crew reside in company-provided accommodation. Etihad‟s IFS team is made up of nearly 3. Etihad employed 336 crew members and this figure has grown considerably. Etihad‟s in-flight services (IFS) team strives to meet the airline‟s promise to its customers on every flight .000 by the end of 2011. and new coffee shop style beverages and treats. allowing Etihad to offer a wide variety of spoken languages and cultural considerations on every flight. sauna. the style and atmosphere is linked closely to a fine dining experience. which seeks to improve levels of customer service and leadership in the Economy cabin. the service is stylish. and internet lounges. There are more than 100 different nationalities within the team.Factsheet December 2011 In-flight Services. Inflight Chef: Etihad takes its inspiration from leaders in the hospitality industry and five star hotels. 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. 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. swimming pools. In First class. In its first year of operation. surpassing 3.to consistently deliver a safe and inspirational experience with warmth and respect. All crew have access to the luxurious Etihad Fit2Fly facilities which include fitness classes. At the heart of the philosophy is a service style much more focused on the individual and tailored to individual needs. cabin managers. spa. Etihad Airways' 'Inspired Service' initiative features significant enhancements to the way the airline serves its customers in the air and on the ground. gyms.000 cabin crew members. food and beverage managers and chefs from around the world. including Cabin Crew Etihad is committed to its status as World‟s Leading Airline and the airline‟s focus is squarely on the customer.
as well as delivering the highest levels of customer service. 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. The facilities include: Cabin Emergency Evacuation Training (CEET) simulator Swimming pool and slides Real Fire Fighting Trainer (RFFT) Four Aircraft Door Trainers . 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. Chefs will also contribute to menu development for both lounges and flights in order to orchestrate a more consistent culinary experience for guests. 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.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) . and champions high quality preparation and presentation of meals in Pearl Business Class. A320 and B777 Classrooms equipped for computer based training Service training mockups (Airbus. Additionally. manages the timely provision of the meal service. The food and beverage manager engages with customers. ensuring every passenger is treated like a guest. 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.A330/340. the opportunity of having a personal Chef tailor make dishes based on their particular tastes and preferences. 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. they are able to recommend restaurants in the destination city. with First class guests receiving unparalleled attention and choice – for example.
flight operations and flight plans. Important innovations include speed enhancements. In 2010. and more involvement – via more personalised. Digital strategy: Etihad recognises the importance of new technology and continues to research and invest substantially in its digital channels. Etihad is focused on further leveraging the potential of e-commerce and digital communication by providing its guests with: more convenience . more choice – via a wider range of products and services (including hotel. Etihad is also currently evaluating mobile check-in options for its guests. car. online check in. Lufthansa Systems. 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. collaborative booking. and full dynamic packaging capabilities). including Amadeus. visualised search tools. online hotel/insurance sales.via powerful tools to search. and access to tailored special offers and deals). insurance. Etihad has secured strategic partnerships with some of the world‟s leading suppliers to achieve this. SABRE. fast and smooth travel experience. . select and manage bookings (including flexible. more engagement – via a number of innovative new digital channels to enact through (including website. Oracle and Microsoft. Etihad introduced new airport services in Abu Dhabi. mobile. web special offers. inflight catering. SITA. to complement the airline‟s online checkin options. Major projects: Guests: Etihad is committed to providing customers with a convenient. change booking functionality and account management). 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. event and tour booking. tailored and controlled communications (including personalised messaging and updates. and search optimisation.000 strong workforce. desktop and social media channels). and business intelligence. Through the development of a comprehensive digital strategy. crew planning. Etihad is focused on a range of major projects to optimise the airline‟s performance in areas relating to pricing.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. such as self-service check-in kiosks. web click to chat with call centre agents.
‟ an accommodation complex that is home to Etihad Airways staff. internal audit and quality. ground operations. Etihad officially opened „Etihad Plaza. Employees currently occupy some of the 600 homes available in five accommodation blocks – mainly one and two bedroom apartments with some three bedroom homes. and residential accommodation for 3. and a comprehensive set of retail outlets. IT. finance.Factsheet Facilities & accommodation December 2011 Etihad has close to 7. facilities and property.200 pilots and management staff. staff restaurant. a car rental office and mobile phone shop. Etihad Plaza comprises two state-ofthe-art gyms.500 cabin crew. a female and male health spa. In March 2010. The airline currently provides world-class commercial offices in Khalifa City A in Abu Dhabi for its employees. plus accommodation allowances for 1.800 people working in Abu Dhabi from across the globe.600 junior employees. lounge area. safety and security – is also the site of the Etihad Airways medical clinic. The ground floor of Etihad Plaza – which contains offices for 300 Etihad Airways staff from customer relations. 1. .
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