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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
Factsheet December 2011 Network Etihad currently serves 84 destinations in 52 countries. Casablanca. Bengaluru (Bangalore). Khartoum. Cairo. Lahore. Almaty. Tehran. Muscat. Peshawar. Etihad plans to operate to up to 100 major business and leisure destinations around the world by 2020. Brisbane. Bahrain. Jeddah. Istanbul. Kathmandu. Frankfurt. Singapore. Chicago. Amman. Larnaca. Islamabad. Milan. Etihad‟s on time performance in was 2010 was 72 per cent for zero minutes and 87 per cent for below 15 minutes. Karachi. Calicut. Manila. Kuala Lumpur. Alexandria. Damascus. Chennai. Sydney. As part of its long term vision. Dammam. and 63. Astana. Manchester. including: Abu Dhabi.190 flights per month. Jakarta. Athens. Dublin. Mumbai. Kuwait.211 flights per week. Chengdu. Malé. 1. Melbourne. Munich. Colombo. Baghdad. Geneva. Hyderabad. Moscow. Bangkok. Seoul. Seychelles. Cape Town. Shanghai. .145 flights per year (current estimates). Johannesburg. London Heathrow. New York. Minsk. Dhaka. Beirut. Düsseldorf. Nairobi. Thiruvananthapuram. Delhi. Brussels. On average Etihad currently operates: 173 flights per day. Paris. Riyadh. Doha. Erbil. 5. Beijing. Toronto. Cochin. and Tokyo. Nagoya.
25 A350s between 2017 and 2020. for up to 205 aircraft – 100 firm orders. and 10 Boeing 777s between 2012 and 2013. the airline announced what was at the time the largest aircraft order in commercial aviation history. 31 Boeing 787s between 2014 and 2020. 55 options (guaranteeing the price of the aircraft and the delivery date) and 50 purchase rights (guaranteeing the price of the aircraft. 10 Airbus A380s from 2014. . Over the next 10 years. 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. but not the delivery date).
Etihad represents modern Arabia and its home. The new First Class product is being rolled out progressively to Etihad‟s existing three-class fleet this year. featuring a seat that converts to a fully flat bed. and its new Diamond First Class Suite is now available on all routes with First Class. The First Class cabin also includes a spacious and comfortable changing room with a leather fold down seat and full length illuminated mirror. Arabic-styled sliding doors offering complete privacy. Etihad introduced its new First Class Suite. available on all routes with First Class by October. The seats include larger meal and cocktail tables. use the latest inflight entertainment systems. Etihad has recently upgraded a number of its aircraft in the Business Class and Economy Class cabins. Etihad‟s Diamond First Class was awarded „World‟s Best First Class‟ in the Skytrax awards for two years running. 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. featuring a luxurious Poltrona Frau leather seat that converts to a fully flat bed. luxurious leather headrests.4 inch personal screen. Customers travel in state-of-the-art seating designed for maximum comfort. a 23inch personal entertainment screen. Etihad has introduced a range of services designed to make the travel experience as comfortable. and four individual lighting options with dimmers. a personal wardrobe with mirror.Factsheet Product and Services December 2011 Etihad Airways is committed to providing guests with a superior travel experience both inflight and on the ground. as voted for by more than 18 million passengers worldwide. while also drawing inspiration from the very best in five-star boutique hospitality from around the world. more storage space and a state-of-the-art Panasonic eX2 inflight entertainment system with a 15. . ambient lighting with dimmer settings. New advanced Business Class seats are now being introduced. Pearl Business Class: Etihad‟s Pearl Business Class. Abu Dhabi. and experience fine dining and impeccable service. armrests and ottomans upholstered by Poltrona Frau. On the ground. in-seat power points and USBs. which are longer and wider. a large wood-finished table. all with direct aisle access in a 1-2-1 configuration. In the air: Diamond First Class: In August 2009. won the World‟s Best Business Class award in 2009. as voted for in the Skytrax annual poll. smooth and fast as possible.
A large pillow is provided. the Kaiseki menu on flights to Japan). USB port and power sockets underneath the 10. Amenity kits: For Diamond First Class female guests. choosing from an extensive á la carte menu or “Kitchen Anytime” menu. Guests can enjoy over 600 hours of movies. Etihad is progressively introducing one of the world‟s most comprehensive in-flight entertainment systems. Etihad will begin introducing qualified Inflight Chefs in its First Class cabins. are available to help guests find the right dish to suit their mood and the perfect accompaniment. typically including at least one dish inspired by the destination. specially selected from the world‟s best vineyards. available in a wide choice of languages. Each inflight menu is tailored to the route. Inflight entertainment: All Etihad flights are fitted with state-of-the art.4 inch personal entertainment screen. On power points located at every seat. The Inspired Service in Economy Class includes hot desserts. In November 2011. rolling the concept out progressively across the network. Advanced seating for the Economy cabin was introduced in December 2009 and is now available on all A330-300 aircraft. guests can recharge their laptop or mobile phone and connect personal devices to the system. and a hot and cold café service with a range of beverages from cappuccino to green tea.Factsheet December 2011 Coral Economy Class: Etihad has rolled out a new service style in Economy Class. music and interactive games. with a 32 inch pitch. an offering unique to Etihad. Guests may dine when they like. Exclusive boutique wines are served. For men. Food and Beverage Managers. touches of luxury and greater choice and flexibility. an . On routes where there is a very high demand for particular menu items (ie Indian cuisine on flights to the Indian Subcontinent. Each seat is also equipped with a handheld controller. hired from leading establishments worldwide. The new Economy cabin offers a new interior design. Etihad offers a fashionable black cosmetic purse detailed with exclusive crystals by Swarovski. An extension of the Inspired Service philosophy already embedded in its First and Business Class cabins. a Panasonic eX2 system. on a number of its aircraft. Seats are ergonomically designed for comfort. including a kids only channel. on-demand entertainment systems. hand-picked from around the world. one taste of Arabia dish and one Western option. footrest and a deep recline. the new service delivers greater levels of personal attention. Small touches on the seat such as coat hooks and cup holders make the space more individual. Guests can indulge in a selection of complimentary drinks. TV shows. the menu is adjusted to include only of those dishes. Dining: Dining is an inspiring experience in Etihad‟s Diamond First Class and Pearl Business Class.
toothbrush and toothpaste. 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.Factsheet December 2011 exclusive black leather cufflink box holds quality amenities. Family Travel: Etihad offers a variety of products and services designed to make travelling with children more enjoyable. the airline‟s signature First Class lounge offers guests a range of luxury services. Customers also have the opportunity to pre-order items online or via email to ensure their requested products are available onboard their next flight. engaged and enjoy their time at the airport. On the ground. hand cream and lip balm. an offering exclusive to Etihad Airways First Class. including a complimentary Six Senses spa. socks. champagne bar. cigar lounge. The kits are complemented by highquality tailored male and female sleeper suits. ear plugs. pencils and games and available on all flights longer than 1 ½ hours. cabin crew offer guests designer skincare products from Korres. Both amenity kits include toothbrush and toothpaste. Parents can keep children busy and creative with the airline‟s „kids‟ pack‟. Etihad‟s signature First and Business Class lounges in Abu Dhabi. such as a shaving kit with Schick Xtreme 3 razor and shaving cream. The program provides travellers with a convenient. Etihad also offers special inflight menus for children and state-of-the-art inflight entertainment programs with more than 600 hours of movies. featuring up to 170 products. music and interactive games. guests can enjoy a complimentary spa treatment from Six Senses spa. Etihad lounges in Abu Dhabi offer nannies to watch over children. In Abu Dhabi. and à la carte fine dining. business. which is full of fun activities. television and an exciting children‟s menu. TV shows. unique shopping experience while onboard. Coral Economy Class guests receive an amenity kit containing comfort items in a handy travel pouch. In the Business Class lounge. international buffet cuisine. with books. Manchester and Dublin offer Family Rooms equipped to keep children busy and happy. including a “kids only” interface. On the ground: Lounges: Etihad‟s First and Business Class guests receive access to luxury lounges across all destinations. ear plugs. stickers. socks and eyeshades. eyeshades and products from luxury brand La Prairie such as moisturiser. rest and . In Business Class. in conjunction with its airline partners. London. Inflight Duty Free: Etihad offers all guests the opportunity to shop inflight from the airline‟s „exclusives‟ range. Further. taking care that they are safe. toys. On select ultra long haul flight.
The fleet of Mercedes-Benz coaches is equipped with elegant interiors. 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. Check-in. an entertainment system and high-resolution 14-inch monitors. excellent climate-control systems. as well as a number of destinations worldwide. Etihad also operates its own lounges in London. ergonomically-designed seats. Pearl Business Class and Etihad Guest Gold cardholders can take advantage of priority boarding. with personal chauffeurs available at 24 Etihad destinations in 16 countries. Manchester. choose their preferred seats and print their own boarding pass to present upon arrival at the Bag Drop counter at the airport. An exclusive fast-track service is available for First and Business Class passengers arriving into and leaving Abu Dhabi. Guests can check-in. Online check-in: All guests can save time by checking in online from 24 hours to two hours before departure. Etihad offers dedicated check-in areas for families and Etihad Guest Silver cardholders. Dubai terminal: A terminal check-in in downtown Dubai allows Etihad guests the opportunity to check in six to 24 hours before a flight. as well as Etihad Guest Gold cardholders. check their baggage and travel to Abu Dhabi airport via luxury coaches. 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. For Economy Class passengers. the airline offers a dedicated lounge for those passengers awaiting the Etihad Chauffeur service.Factsheet December 2011 relaxation and entertainment options. Frankfurt and Dublin. Priority boarding: Diamond First Class. 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. In Abu Dhabi. prayer rooms are available and children can be kept entertained by nannies in a family room.
Airline category – Pan Arab Web Awards . In 2011.2011 Biz Travel Forum.Factsheet An Award Winning Airline December 2011 In its first seven years of operation. Bangladesh 2010 • World‟s Best First Class – Skytrax • Best First Class Airline Seat . In November 2010. Bangladesh • Best Meal in Economy Class – Monitor Airline of the Year Awards. 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 .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. 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. 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. 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. 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.
CEO Middle East awards (ITP) • WebAward for Outstanding Achievement in Website development from Web Marketing Association .World Travel Awards (WTA) • World‟s Leading First Class .World Travel Awards Middle East • Leading Airline Lounge .Middle East World Travel Awards (WTA) .Freddies awards • Best business class catering . Dublin 2008 • Airline of the year .Skytrax awards • Best business class .Wanderlust Travel Awards.Skytrax awards • Top Worldwide Airline (Silver) .Freddies awards • Best Award Redemption .World Travel Awards Middle East • Leading Airline Website .World Travel Awards Middle East • Best Website .European Sponsorship Association • Airline of the Year .World Travel Awards Middle East • Leading First Class .Irish Travel Trade News awards.Business Traveller Middle East awards • Best Cabin staff .World Travel Awards (Global) • European Sponsorship of the Year Award .Arabian Business Achievement Awards • Best business class service .Business Traveler USA • Leading first class .Irish Travel Trade News awards.Factsheet December 2011 • Top Operational Excellence Award – A340-500/600 aircraft • Airline of the Year – Food Services Middle East. UK • Best Business Class Airline . Aviation CEO of the year .World Travel Awards (WTA) • Marketing strategy of the year .Business Travel Awards 2009 • World‟s Leading Airline .USA • Leading airline.Freddies awards • Best Member Communication .Aviation Business Awards (ITP) • James Hogan.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 .World Travel Awards Middle East • Leading International Marketing Campaign . Dublin • Best Airline to the Middle East / Africa .Business Traveller Middle East awards • Middle East Deal of the Year award .The Airfinance Journal awards • Best Business Class Airline award .Middle East Business Achievement Awards • Best Business class . Pax International • Deals of the Year – Global Trade Review • Avian Award for In-flight Innovation (E-Box) . leading first class and leading travel website .Freddies awards • Best Bonus Promotion .British Travel Awards • Airline of the Year . London.
Inside Flyer magazine • Freddie Award: Industry impact .com .Pan Arab Web Awards • Best business class airline .www.etihadairways.Inside Flyer magazine • Freddie Award: Best Website www.etihadairways.etihadairways.etihadguest.etihadairways.com .com .Business Traveller Middle East awards • Airline with the best cabin staff .etihadguest.World Travel Awards • The Middle East's Leading Airline .com .com .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 .Factsheet December 2011 • Airline with the best economy class .Pan Arab Web Awards • International Standards Web Technology award .etihadairways.UAE Web Awards • Strategy Web Award www.Business Traveller Middle East awards • Freddie Award: Best Customer Service .World Travel Awards • Middle East's Leading First Class Airline .Pax International magazine • The World‟s leading flat bed seat .World Travel Awards • The World‟s Leading New Airline .Best Economy class catering award • International Website technology Award www.Pax International magazine • Skytrax .Irish Travel Trade News Awards 2007 • World‟s leading travel television commercial .14th annual World Travel Awards • World‟s leading flatbed seat .UAE Web Awards • Freddie Award: Best website www.Inside Flyer magazine • Freddie Award: Programme of the year .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 .Inside Flyer magazine • Middle East Airline of the Year .Inside Flyer magazine • Freddie Award: Best Award redemption .com .com .World Travel Awards 2006 • Golden Award www.Inside Flyer magazine • Best website www.Pan Arab Web Awards • Middle East's Leading Airline Website www.etihadairways.
Etihad commenced operations with the launch of services to Beirut in Lebanon. including: Destination Beirut. Iran Alexandria. On 12 November 2003. Egypt Doha. Egypt Cairo. 2006 12 July. Sudan and Morocco in North Africa. 2004 26 Mar. 2006 4 Dec. 2006 5 Jul. 2003 7 Dec. 2003 Amman. and today operates services to 17 destinations across the Middle East. Jordan Kuwait Casablanca.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. Lebanon Damascus. 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. . Morocco Khartoum Tehran. 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. 2006 28 May. including Middle East Airlines (MEA). Yemenia and Kuwait Airways. 2003 1Jul. 2010 Codeshare services: Etihad operates a number of codeshare services with carriers in the Middle East. Today. Royal Air Maroc. 2006 22 Dec. 2004 21 Dec. Qatar Manama. 2010 10 Nov. Etihad operates over 206 services per week from Abu Dhabi to 17 destinations in the Middle East. Saudi Arabian Airlines. 2004 26 April. also including Egypt. 2004 4 May. 2006 22 Aug. 2010 1 June. 2006 2 Jun.
Manchester. Cyprus Airways and TAP Portugal. Olympic Air. Etihad Airways commenced services to the UK with flights to London Gatwick in 2003. Dublin. 2009 2 Jun. Codeshare services: Etihad operates a number of codeshare services with carriers in Europe. Frankfurt. Galway. Glasgow. Dublin. Turkish Airlines. 2004 1 Jun. Cork. Brussels. Air Malta – Malta. 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. soon increasing to three times daily. 2004 and began double-daily services to London Heathrow in March 2007. 2006 5 Jun. Alitalia. 2004 2 Sep. 2009 14 Jun. Ukraine International. bmi –Edinburgh. East Midlands and Leeds Bradford. . 2006 2 Jul. 2006 31 Oct. the UK and Ireland December 2011 Europe is a key market for Etihad and the airline is committed to future growth in the region. Etihad operates codeshare services to the following destinations in Europe: Aer Arann – Dublin. Alitalia – Rome and Naples. Today. including Aer Arann. Etihad operates over 90 services per week from Abu Dhabi to 12 destinations within Europe. Aberdeen. 2007 1 Jun.Factsheet Etihad Airways in Europe. Knock and the Isle of Man. Air Malta. Czech Airlines. Etihad commenced services to London Heathrow in March. 2005 5 Jun. flybe. bmi. and to mainland Europe with services to Geneva and Munich in June of the following year. Brussels Airlines. 2009 16 Dec 2011 Etihad Premium Lounges: Etihad has dedicated premium lounge facilities in London Heathrow. Sligo. 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. Belfast. 2007 3 May.
Factsheet December 2011 Brussels Airlines – Barcelona. Düsseldorf. Paris and Frankfurt. SNCF – Bordeaux. Copenhagen. Brussels. Milan. Dublin. Athens. Malev – Budapest. Sofia. Milan. Athens. London. Lille. Paris. Rhodes and Thessaloniki. and Porto Ukraine International – Kiev. Cyprus and Istanbul. Paris. and TAP Portugal . Geneva.Brussels. Marseilles. Etihad offices: Etihad has offices in London. Exeter. Birmingham. Faro. Le Mans. Madrid. Frankfurt. Funchal. Strasbourg and Lyons. Stockholm and Gothenburg. Frankfurt. Manchester. Rennes. Inverness. Nantes. Frankfurt and Milan (from September 2010) Olympic Air – Bucharest . Czech Airlines – Prague Flybe – Birmingham. Isle of Man. Geneva. Glasgow. Oslo. Munich. . Southampton. Brussels.
Brisbane. Melbourne and Abu Dhabi as well as between Abu Dhabi and London Heathrow and Abu Dhabi and Beiing. 2007 Apr. A further seven weekly flights have been granted to Etihad on the condition that the operation also flies via or onto a regional airport. This includes 45 Virgin Blue destinations in Australia. Etihad places its „EY‟ code on V Australia‟s three weekly services between Sydney and Abu Dhabi. Seven of the additional 14 flights can be operated to any gateway in Australia which includes Etihad‟s current destinations of Brisbane. including: Destination Sydney Brisbane (via Singapore) Melbourne Service per week 11 3 Daily Aircraft type A340-600 A330-200 A340-600 Commenced services Mar. Etihad secured 14 additional weekly flight frequencies from its Abu Dhabi home-base to Australia. Etihad codeshares on a number of Air New Zealand‟s trans-Tasman and domestic services. Etihad operates 21 services per week from Abu Dhabi to these three destinations in Australia. The agreement integrates the Etihad Guest and Velocity Rewards frequent flyer programs. Brisbane in September 2007 and Melbourne in March 2009. The codeshare integrates Air New Zealand . the two airlines offer a joint global network of more than 100 destinations. Sydney and Melbourne. to operate joint services with Etihad. V Australia. 2009 In February 2010. Etihad has a major partnership with Virgin Blue Group of Airlines that enables Virgin Blue‟s international arm. Etihad Airways commenced services to Australia with flights to Sydney in March 2007.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. the South Pacific and west coast of USA. Combined. New Zealand. and Air New Zealand codeshares on Etihad‟s services between Sydney. V Australia places its „VA‟ code on Etihad‟s 21 weekly Australian services. It also allows reciprocal service benefits and lounge access for top tier members of both programs. 2007 Sep. effective February 2011. allowing members to earn and burn status/tier points and frequent flyer points. Etihad signed a codeshare agreement with Air New Zealand in February 2011. Today.
including a dedicated aircraft maintenance facility at Sydney International Airport and a call-centre in Sydney.Factsheet December 2011 Airpoints and Etihad‟s Etihad Guest loyalty programs. Codeshare services: Etihad operates codeshare services with Virgin Blue. Pacific Blue. enabling customers to earn and burn miles on each other‟s flights. The airline employs more than 80 staff and maintains seven premises. . V Australia and Air New Zealand. Etihad offices: Etihad‟s Australian head office is in Sydney and it has offices in Melbourne and Brisbane also.
services to Moscow and Almaty were added. S7 (Russia) and Asiana Airlines (Korea) were all signed in 2010. Sapporo and Fukuoka in addition to Tokyo and Nagoya. Almaty. 2009 1 Dec. Flights commenced to Nagoya in Japan in February 2010 and Etihad launched its services to Tokyo in March 2010. Moscow and Minsk. 2008 2 Feb. The agreement also covers ground services and a mileage program tie up. 2010 3 Dec.Factsheet December 2011 Etihad Airways in Northern Asia and Eastern Europe A key region for the airline spans Northern Asia and Eastern Europe. The S7 codeshare offers passengers from Russia the opportunity to connect to Etihad‟s daily flights from Moscow to Abu Dhabi. . with four services per week to the Chinese capital. The codeshare with ANA enables connections for passengers travelling to and from Osaka. With some of the airline‟s newest routes opening in Japan and South Korea in 2010. Eastern European services commenced in August 2008. Belarus. with flights to Minsk. Etihad offices: Etihad has offices in Beijing. Etihad opened its Abu Dhabi . the Kazakhstan capital. In December 2010. The agreements with ANA (Japan). Today. Etihad remains committed to growth in this region. Etihad began one weekly flight to Astana. In April 2009. In December of that year. 2008 Codeshare services: Etihad operates four codeshares in Northern Asia and Eastern Europe. 2010 10 Dec. 2010 27 Mar. Tokyo. 2008 5 Aug. Etihad operates 22 services to Northern Asia and 14 services to Eastern Europe from Abu Dhabi each week.Seoul route. 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. 2008 5 Apr. The agreement with Air Astana was signed in early 2011. Etihad Airways entered the North Asian market with services to Beijing in March 2008. Seoul.
2007 13 Feb. With the demographics of guests including business travellers. 2006 16 Jan. visiting friends and relatives and worker traffic. 2007 Codeshare services: Etihad operates three codeshare operations in South East Asia – with Philippines Airlines. Manila and Singapore. Etihad commenced services in the region in 2006 when it launched its Manila services. Jakarta. South East Asia is one of the busiest regions for the airline. 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. 2006 28 Sep. Etihad has expanded its network to eight destinations and now operates 43 flights to and from South-East Asia each week. Etihad offices: Etihad has offices in Bangkok. .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. leisure passengers. Kuala Lumpur. Malaysia Airlines and Bangkok Airways – targeting an additional eight destinations across the region. Over the past four years. 2004 16 Mar.
2008 30 May. A330200 A320 Commenced services 2 Nov. and has announced it will commence services to Malé. In May 2006. Etihad commenced flights from Mumbai in September 2004 and gradually increased flights across the Indian Subcontinent. Etihad commenced services to Bengaluru (Bangalore). 2006 17 Feb. Nepal. 2008 1 Jan. on November 1. Europe and North America. A330200 A 320. It commenced flights to Karachi. Pakistan. 2006 . 2007 3 Jun. 2004 20 Feb. 2011. Today. 2006 2 Feb. in October 2004. the capital of the Republic of Maldives. A330200/A340-600 A320. Etihad began daily flights to Kathmandu. 2004 2 Nov. 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 operates 84 services per week from Abu Dhabi to 15 destinations within the South Asian Subcontinent. 2007 2 Aug. Bangladesh and in October 2007. 2010 Pakistan: Destination Karachi Lahore Islamabad Peshawar Service per week Daily Daily Daily 2 Aircraft type A320. in January 2011. Etihad commenced flights to Dhaka.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. 2009 2 Aug. 2004 1 Dec. More recently.
2011 Codeshare services: Etihad operates codeshare services with Jet Airways to the following destinations in the Indian Subcontinent: Bombay. Islamabad.Factsheet December 2011 Bangladesh: Destination Dhaka Service per week Daily Aircraft type A330-200 Commenced services 4 May. Dhaka. Kozhikode. 2007 Sri Lanka: Destination Service per week 4 Aircraft type Commenced /Resumed services 1 Jan. 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. Lahore. Chennai. Karachi. Hyderabad and Thiruvananthapuram. Kathmandu and Colombo. 2006 Nepal: Destination Kathmandu Service per week Daily Aircraft type A330-200 Commenced services 28 Oct. Delhi. Cochin. Peshawar. .
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. Today. Etihad operates a daily service to the two cities. .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 and AA operate codeshare services to a number of cities across the USA including Washington DC. 2006 3 Sept. 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. Etihad Airways commenced services to North America with services to Toronto via Brussels in 2005. Etihad offices: Etihad has offices in New York. San Francisco and Houston. Chicago and Toronto. which later became direct flights. Today. 2005 11 Oct. with daily flights into New York‟s JFK Airport. . Los Angeles. 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. In 2009. Etihad operates over 17 services per week from Abu Dhabi to the Americas. which increased to daily flights at the beginning of 2010. Etihad increased its presence in the USA beginning three weekly flights to Chicago.
TAP Portugal. Etihad currently has over 100 SPA relationships and a further 34 codeshare partnerships in place. while not a member of any global alliance. Two types of relationships exist. Ukraine International. Turkish Airlines. In return. Saudi Arabia Airlines. Siberia Airlines (S7). partners can access the depth of Etihad‟s network. Codeshare partners include: Aer Arann. Air New Zealand. Alitalia.Factsheet December 2011 Alliances Etihad Airways. Czech Airlines. Through strong relationships with both its codeshare and interline partners. Bangkok Airways. Middle East Airlines. Etihad is able to offer an enhanced and expanded network to its own customers. Olympic Airlines. Malaysia Airlines. has a strong portfolio of bilateral and affiliate relationships with other carriers. French Railways (SNCF). American Airlines. V Australia. Jet Airways. Air Malta. and to extend the reach and breadth of Etihad‟s network. Sri Lankan Airlines. Cyprus Airways. codeshare arrangements and Special Prorate Agreements (SPAs). . Both types of partnerships exist to support Etihad‟s existing route structure. Asiana. ANA. Air Astana. Pacific Blue. bmi. Philippine Airlines. flybe. Brussels Airlines. Virgin Blue. Malev. Yemenia. Royal Air Maroc. Vietnam Airlines. Kuwait Airways.
major online travel agents (OTAs) and specialist consolidators. led by a Regional General Manager. Meetings. which include value added activities with partners. contact centres. Visiting Friends and Relatives (VFR). The Global Sales Department is involved with both long term strategic and short term tactical activities and campaigns throughout the year. Indian Sub Continent and Asia Pacific North. including through travel agents and via its own travel offices and retail outlets. Students. Sales teams are based in every market in which the airline operates. This includes a focus on global corporate and Travel Management Companies (TMCs). the internet. Africa and the Middle East.Factsheet Sales December 2011 Etihad Sales is responsible for delivering the airline‟s revenue through all channels of sale. 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. Industry sales: Channel management includes strategic account management handled at a „business to business‟ level through a dedicated Global Sales team. national and SME. Guest segments for the airline include: Corporate: multinational. Leisure guests. including an ongoing premium sales campaign. Etihad works in conjunction with other airline operators to develop interline sales including several major codeshare relationships such as American Airlines and ANA. . interline partners and travel wholesalers. and Labour. agents incentives. Incentives Conferences and Events (MICE). UAE and Oman. Religious. brand building and product awareness and quarterly sales promotional initiatives. The regions include: Americas. and Asia Pacific South and Australasia. Marine. Each market is managed by a Country Manager that reports into one of six geographical regions. Europe. In addition. corporate agreements. marine and student agents.
Etihad. as well as cars. 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. The program has a dedicated website – essentialabudhabi.com is an integral sales and marketing channel for the airline. For further information. Customers can book flights on the site. Etihad Shops: The Etihad Shops offer a one-stop travel experience selling the full range of Etihad products and services including airline tickets sales. Hala Abu Dhabi: Launched in March 2010.Factsheet December 2011 Direct sales: The Direct Sales team is responsible for Etihad Holidays. and Digital Strategy. chauffeurdriven limousines and insurance as well as access other features such as route maps and timetables and „Experience Etihad‟. working closely with all markets to ensure the airline sells and serves its customers to the highest standards. The teams handle over 5.halaabudhabi. employing over 300 people who speak nine languages. dining. is dedicated to promoting awareness of the capital of the UAE as one of the world‟s top business and tourist destinations. Etihad merchandise and other ancillary travel products. an interactive onboard and ground experience. Etihad Holidays now offers packages to over 70 destinations in 23 countries. Global contact centres: Etihad currently has four global contact centres located in Abu Dhabi.com – and specially branded brochure. shopping and cultural activities in more than 35 venues in Abu Dhabi. featuring a detailed directory of the Emirate‟s attractions and exclusive offers on a wide range of products and services including hotel accommodation. Through strong partnerships with tourism boards and the very best international hotel chains. Etihad Holidays offers a range of holiday packages throughout the year. The website is available in nine languages – English. German. Korean and Russian – and has over 45 country-specific websites. Arabic. Japanese. Chinese. Hala Abu Dhabi is the in-house destination management company of Etihad Airways. Al Ain. Hala Abu Dhabi (destination management company) Etihad. Visits to the site increased globally by over 100 per cent in 2010 (from 2009). French.ae Essential Abu Dhabi: essential abu dhabi.com: etihad. Etihad Shops in the UAE.000 calls per day. . There are 12 shops throughout the UAE located in prominent shopping malls and high street locations. Etihad Holidays: Launched in May 2004. hotels. Etihad Holidays. and provides visitors to Abu Dhabi and the UAE with a wide range of unrivalled business and leisure activities. Mumbai and Sydney. which was launched in January 2011. Etihad Guest. Global Contact centres. Italian. refer to www.com.
Through the development of a comprehensive digital strategy. For further information. please refer to the Information Technology factsheet.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. . 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.
When this occurs. and CRM Intelligence. and is called upon to assist at other outstations for some issues. 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. Service Recovery. divided into „Guest Affairs‟ and the airline‟s „CARE unit. as well as handling the distribution of many promotional and information emails. from computer and electronic equipment to jewellery and lifestyle products. over 40 promotions are organised by the CRM and Loyalty department and communicated to all Etihad Guest members. Etihad Guest. Service recovery: Etihad is committed to offering its guests a superior customer service. in a timely and empathetic manner. 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. The CARE unit is set up specifically to proactively manage customer service issues. for example if the guest has a problem at check-in. boasting over one million members to date. The unit provides support to the ground staff in the event of a disruption.ae. CRM Intelligence: This part of the CRM and Loyalty department is responsible for analysing the data the airline collects about its guests.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. Guest Affairs can be contacted by email at feedback@etihad. . the airline‟s Guest Affairs department will do everything possible to respond to complaints appropriately. or to a guest when an issue occurs. Each year.‟ Etihad understands that a customer‟s travel experience with Etihad sometimes does not live up to their expectations. Etihad Guest: Etihad Guest is an award-winning loyalty program. This analysis enables Etihad to make much more personalised and targeted offers to its customers. The department is responsible for three areas: Etihad Airways‟ loyalty program. at Abu Dhabi international airport.
Asia. Middle East and North America plus tours and suggested itineraries in key destinations. .www.com. the best international hotel chains and key international tourism service providers. 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. Australia. 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. Hala Abu Dhabi has a unique insight into the local area and destinations across the UAE. and highly trained travel consultants offer customers the very latest Etihad Holidays packages in specially designed custom built sales pods developed for personal service. Hala Abu Dhabi provides visitors to Abu Dhabi and the UAE with a wide range of unrivalled business and leisure activities. Dubai and Al Ain.Factsheet Etihad Holidays December 2011 Launched in May 2004. Etihad Holidays‟ annual program features more than 350 hotels and apartments in Africa.etihadholidays. Etihad Holidays run bimonthly World Deals campaigns featuring exceptional deals to popular destinations supported by bonus offers such as free nights. launched in February. Customers are able to view holiday options on interactive TV screens in an innovative alternative to traditional holiday brochures. free upgrades and discounts. Etihad Holidays now offers packages to over 80 destinations in 26 countries. With over 50 per cent of staff being UAE nationals. Europe. As consumer holiday trends in the region have evolved. 2010. Hala Abu Dhabi: Hala Abu Dhabi is the in-house destination management company of Etihad Airways. with state-ofthe-art shops in the newest shopping malls in Abu Dhabi. Etihad Holidays has transformed the way customers can choose and book their holidays. Packages can also be viewed on Etihad Holidays‟ website . Through strong partnerships with tourism boards.
Factsheet December 2011 Etihad Crystal Cargo Established in 2004.etihadcrystalcargo. The airline operates cargo freighters to 27 of these 84 destinations. Shanghai. Worldwide freighter charter services are also available. Calcutta. These 12 freighter-only destinations are: Addis Ababa. 12 of which are freighter only. From its hub at Abu Dhabi International Airport. Etihad carries most types of air cargo traffic and adheres to international and aviation rules and specifications. the Middle East. Hong Kong. Kandahar. Djibouti. Guangzhou. For further information. Kabul.com . Hahn. Nairobi. Etihad Crystal Cargo offers its customers a range of cargo services linked to its expanding international route network and aircraft fleet. go to www. 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. two Airbus A300-600F. Asia and Africa. Sharjah. Customers can book their services directly through Etihad Crystal Cargo offices worldwide. Etihad Crystal Cargo won the prestigious ‘Air Cargo Industry Customer Care Award’ in 2010. Amsterdam. two Airbus A330-200F and two MD-11F (leased) aircraft that fly on scheduled services to Europe. Etihad Crystal Cargo is the fast growing cargo division of Etihad Airways.
The program has a dedicated website – essentialabudhabi.com – and a specially branded brochure. The Marketing department will continue to build the Etihad brand and product awareness in key markets. including strategy and campaign development.com. media planning. . In 2011. Sponsorship and Exhibitions. In 2010. The Marketing department at Etihad consists of four divisions: Marketing Communications. A specially branded A330 plane has taken to the skies promoting „Visit Abu Dhabi in 2011‟. 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. featuring a detailed directory of the Emirate‟s attractions and exclusive offers. 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‟. with a growing focus on online marketing campaigns. as well as managing the execution of the central brand communication strategy across the various Etihad divisions. and vendor and agency management. results tracking. Etihad Media and Visual Communication and Brand Management. A major campaign for 2011 is the airline‟s Essential Abu Dhabi program. The Marketing department also supports the marketing requirements of the entire network of more than 70 outstations. which is dedicated to promoting awareness of the capital of the UAE as a top tourist destination in the world. Etihad was awarded „World‟s Leading Airline‟ at the World Travel Awards for the second consecutive year.Factsheet Marketing December 2011 The airline‟s Marketing department plays a major role in taking the Etihad Airways story to the world.
These sponsorships are consistent with Etihad‟s values of hospitality. 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. The 55. Etihad‟s sponsorship also assists young athletes to compete internationally through the Scholarship Mentoring Programme. Etihad Stadium: To coincide with Etihad‟s first flight to Melbourne in March 2009. is a multi-purpose sports and entertainment stadium in the Docklands precinct adjacent to the CBD. Golf: Etihad Airways is a Diamond Sponsor and the Official Airline for the Abu Dhabi Golf Championship. as well as an extension of the existing shirt sponsorship. Globally. V8 Supercars: Etihad partnered with V8 Supercars in 2011 to become the official international airline for the thriving sport. and caters for both sporting and entertainment events.000 capacity stadium. sanctioned by the PGA. Sport Australia Hall of Fame: Etihad Airways is the major sponsor of the Sport Australia Hall of Fame. including on perimeter signage and giant score boards. 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. 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. Recognizing sporting achievements and excellence for over 25 years. Manchester City Football Club: In July 2011. to include naming rights for the stadium and expansive surrounding grounds. the purpose built circuit on Yas Island has earned critical acclaim for its spectacular architecture and world best facilities for teams and spectators. Etihad signed a comprehensive 10year partnership deal with Manchester City Football Club. opened in 2000. now known as Etihad Stadium and Etihad Campus. Etihad Stadium was the airline‟s first major sporting sponsorship in Australia. and takes place at the Abu Dhabi Golf Club. Showcasing both Etihad and Abu Dhabi to a global audience estimated at over 600 million people. . respectively. which is one of the largest golfing tournaments in the region. 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. V8 Supercars‟ website also carries links to special offers on Etihad Airways flights around the world. team spirit.
Etihad is the title sponsor of the „Etihad Junior Rugby Festival‟ which took place for the first time in November 2008. Etihad is proud to be a part of the most skillful and fastest field game in the world. Last year Etihad filmed a dance sequence with Katrina in its First class lounge. the Arabic Prize for Fiction. taking the Etihad brand to new levels of awareness. the Abu Dhabi Film Festival. Harlequins Rugby Football Club: Etihad Airways is the main sponsor of the UK Premiership rugby team. 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. Grassroots Sponsorship: Etihad Airways continues to align itself with innovative events and sporting teams across the region. Etihad is a lead sponsor for the Abu Dhabi Harlequins Rugby Union Football Club. 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. 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.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. At a local level. including Coldplay. Danny Care and Nick Easter. Harlequins Rugby Football Club. Katrina also participates in fashion style shoots on board and other national and international brand campaigns. Gourmet Abu Dhabi. Harlequins are based at the Twickenham Stoop in London and compete in the top rugby league in the UK and at European level. Etihad also supports many music initiatives in Abu Dhabi and has brought many international artists and bands to the capital. and works with Etihad to promote the airline in India and around the world. The Hurling AllIreland Senior Hurling Championships is one of Ireland‟s oldest sporting competitions. which include the Abu Dhabi Festival. from international level down to the grass roots. Justin Timberlake and Shakira. with the first final taking place back in 1887. which has been competing in the region since 1969. Katrina Kaif: Indian Bollywood star Katrina Kaif is the airline‟s brand ambassador. and other important media events and exhibitions. . Current top international players include Ugo Monye.
flight operations. Safety performance measurement: Etihad Airways has a zero accident record with respect to any aircraft sustaining damage or structural failure adversely affecting strength. employees and associated ground operations as its number one priority. conducting the 3rd IATA Operational Safety Audits (IOSA) for the airline. effective and sustainable air transport operation. Etihad Airways is currently focused on complying with the requirement to establish. performance or flight characteristics. flight dispatch and security operations. maintenance. The most recent IOSA Audit conducted in May 2010 confirmed that Etihad Airways was fully compliant. IOSA is a tool that complements an airline's efforts on safety. Internal commitment to safety: Internally. maintain and operate a Safety Management System (SMS). and the airline regards the safety of its flight operations. industrial safety. The SMS covers: aircraft safety. A measure of Etihad‟s safety and quality compliance has been provided by The International Air Transport Association‟s (IATA). cabin operations. Etihad's initial IOSA Certification was received in July 2006. having met all 966 separate standards. and in accordance with the recent safety management system requirements of the General Civil Aviation Authority (GCAA). airport safety. with 100 per cent compliance to IOSA standards. and corporate safety. The program focuses on airline safety and quality and enhances existing oversight mechanisms. ground and cargo operations. Safety is an integral part of the provision of an efficient. passengers.Factsheet Etihad Airways Safety and Quality December 2011 Regulatory compliance: Safety is a core business function at Etihad. 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). and approval has been received from the regulator. in areas including organisation and management. but does not replace states‟ oversight responsibilities. . in response to United Arab Emirates‟ Civil Aviation Law.
support to the risk assessment process.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. leadership on investigations. The Corporate Safety and Quality Department acts as a centralised safety function for: provision of information to the authorities on reportable incidents. . and provision of safety data and information to the Safety and Quality Review Board. assessment of safety reports.
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. 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. with a view to addressing global aero-political developments. Currently Etihad Airways is a beneficiary of more than 100 air services agreements.
to the exterior of Etihad‟s aircraft. 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. Boeing and Honeywell‟s UOP. 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. 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. Etihad won the title for “Best Environmental Initiative” at the “Best in Abu Dhabi” awards 2010. as well as improvements to fuel efficiency membership of the Sustainable Aviation Fuel Users Group. paper. 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. water and energy at work and at home. a polymer coating. 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.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 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. This has shown significant savings in water and cleaning fluids to each plane. . metals and toner cartridges Environmental web pages on company intranet that include advice on how to save waste. 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”. Etihad‟s work in this area includes the following initiatives: The Sustainable Bioenergy Research Project (SBRP) with the Masdar Institute of Science and Technology.
116 2006 63. Despite the challenging economic conditions that have affected the aviation industry since 2008.0% 350 336 74 215 975 701 840 231 344 2.000 people.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.017 1. 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 27.060 7.341 2.9% 2.223 7. The airline‟s Operations department (which includes pilots and cabin crew).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. 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. Etihad has continued to expand its workforce in a measured way to fit this growth. In order to meet Etihad‟s predicted fleet.9% 1.4% 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. Etihad‟s Human Resources department has evolved considerably during the last six years. is the biggest division and employs more than 5. .828 2010 0.563 2008 26.913 744 1.504 336 611 3.745 3.518 2.500 people.9% 2.670 510 865 5.468 2007 60. Currently more than 7.058 2009 10.800 people work at Etihad Airways with the majority based in Abu Dhabi and the UAE.031 829 1.
behind India.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). The UAE is currently the fourth largest national group represented at Etihad Airways. Etihad operates a highly successful Emiratisation scheme which includes a cadet pilot program. 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. graduate management program. The following table gives the staff numbers for the top 20 largest national groups working at Etihad Airways in December 2010. The Philippines and Britain. technical engineer program and call centre program.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: .
Technical Engineer Program Strategy & Planning Total Head Office 653 108 322 1265 2783 982 171 92 15 38 202 6.Pilot People & Performance Division .224 Total 1.Cabin crew Operations Division .Core Operations Division .251 109 430 1.904 1.631 Outstation 598 1 108 483 2 32 1.783 982 173 92 15 38 234 7.Graduate Management Program People & Performance Division .Factsheet Total – Head Office & Outstation by Region Region Count Asian European Far Eastern Middle Eastern African Americas Australasian Grand Total December 2011 1.748 2.Cadet Pilot People & Performance Division .395 1.855 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 .Core People & Performance Division .855 .855 1.193 765 399 344 7.
conducted by the British Council and held in Etihad‟s dedicated training centre. a technical engineering development program. In 2010. 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. The Etihad Airways‟ Emiratisation scheme offers a wide range of career opportunities for UAE nationals. the Etihad Academy.Factsheet December 2011 Emiratisation As the national airline of the UAE. also bringing on board their unique skills and experience for the benefit of the airline. including a cadet pilot scheme. Etihad Airways recognises its responsibility to pioneer employment opportunities for Emiratis in the airline industry. from various departments at Etihad. Etihad ran a 10-month English training course for a group of 28 UAE nationals. .
a minimum of 4.500 hours total flying time for A330 and 1500 hours for A320. 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).000 hours total flying time. During this time. which deals with different types of possible abnormal situations extreme weather scenarios and operations in low visibility. as well as training Etihad‟s own Emirati pilots from the UAE.000 hours on jet aircraft in excess of 60. a minimum of 2. ICAO ATPL. qualified) are: Direct Entry Captain: a minimum of 7.g. a minimum of 1. as well as launch its own cadet pilot program.500 hours in command on multi-crew jet engine in excess of 60.000 kgs. has grown considerably since the airline‟s launch in 2003. First Officer: a minimum of 2.000 kg. Etihad has a state-of-the-art training academy at its base in Abu Dhabi where pilots spend time in full flight simulators. classrooms and computer rooms. which includes pilots. . 57 non type rated. maximum age limit is 62 years old (type rated). the airline has continued to recruit the best direct entry pilots from around the world. and English language fluency (written and oral). even if they are flying regularly.000 hours on multi-crew jet aircraft. 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). Recruitment: Qualification requirements for direct entry pilots (e. and English language fluency (written and oral). valid license and medical card must be current. Preference is given to candidates with Airbus or Boeing experience. valid license and medical card.Factsheet December 2011 Pilots Etihad Airways‟ flight operations team. greater emphasis is being put on recruiting the best pilots from around the world. Maximum age limit is 53 years old. The hours need to have been completed on powered fixed-wing aircraft only. must be a current captain. ICAO ATPL. Training: Captains and First Officers with Etihad are required to maintain the highest competency levels throughout the year.
the Second Officers complete their final checks and will qualify as A320 First Officers. There are also fixed base training devices to provide detailed system and procedural training for both Airbus and Boeing types. dangerous goods training with classroom and computer based training (every three years).Factsheet December 2011 an annual line check on the aircraft to ensure pilots are following all company procedures. the cadet pilots have to complete 750 hours of classroom tuition and 205 hours of flight training in single and multi-engine aircraft. on water ditching. The simulators are equipped with six-axis motion and control loading systems. the cadets become Second Officers and undertake a multicrew co-operation course and an Airbus A320 type conversion course. Cadet pilot program training: As well as recruiting direct entry level pilots Etihad also operates a cadet pilot program. . During this time they also have to pass the UAE General Civil Aviation Authority‟s theoretical knowledge and flying exams. three days in the classroom annually covering safety. Full flight simulators. After gaining their ATPL. as well as door and evacuation slide devices. first aid and crew resource management. In order to gain their Airline Transport Pilots Licence (ATPL). The Second Officers spend much of the time during the type conversion course in Etihad‟s A320 full-flight simulator. This enables them to fly as co-pilots on the Etihad Airways Airbus A320 short haul fleet. 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. After approximately six months. as well as training in the development of nontechnical skills applicable to working in a multi-crew environment. Currently the program has over 100 UAE nationals and two classes of international cadet pilots. two Airbus A330 / A340s. and one Boeing 777-300. Etihad has its own facilities to complete all aspects of fire training. Additionally. (FFS): Etihad has four full-flight simulators which are manufactured by Canadian company CAE: one Airbus A320. technical. and use sophisticated weather and lighting effects to provide realistic training scenarios for pilots.
Etihad‟s IFS team is made up of nearly 3. similar to that of leading restaurants: In Business class. The majority of Etihad‟s cabin crew reside in company-provided accommodation. the style and atmosphere is linked closely to a fine dining experience. cabin seniors. surpassing 3. gyms. In First class. There are more than 100 different nationalities within the team. understated and attentive: In Economy class. sauna.000 by the end of 2011. spa. food and beverage managers and chefs from around the world. there is an innovative meal service with trays cleared faster and more efficiently to allow for more relaxation time. 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.Factsheet December 2011 In-flight Services. In its first year of operation. Etihad Airways' 'Inspired Service' initiative features significant enhancements to the way the airline serves its customers in the air and on the ground.000 cabin crew members. cabin managers. Etihad‟s in-flight services (IFS) team strives to meet the airline‟s promise to its customers on every flight . Inflight Chef: Etihad takes its inspiration from leaders in the hospitality industry and five star hotels. and internet lounges. the service is stylish. swimming pools. 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. Etihad employed 336 crew members and this figure has grown considerably. allowing Etihad to offer a wide variety of spoken languages and cultural considerations on every flight. as well as maintaining high levels of service provision. and new coffee shop style beverages and treats.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. All crew have access to the luxurious Etihad Fit2Fly facilities which include fitness classes. 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. which seeks to improve levels of customer service and leadership in the Economy cabin. including Cabin Crew Etihad is committed to its status as World‟s Leading Airline and the airline‟s focus is squarely on the customer. .
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) . The facilities include: Cabin Emergency Evacuation Training (CEET) simulator Swimming pool and slides Real Fire Fighting Trainer (RFFT) Four Aircraft Door Trainers . Additionally. The food and beverage manager engages with customers. the opportunity of having a personal Chef tailor make dishes based on their particular tastes and preferences. ensuring every passenger is treated like a guest. with First class guests receiving unparalleled attention and choice – for example. manages the timely provision of the meal 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.A330/340. 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.Factsheet December 2011 This development will enable Etihad to offer a five-star restaurant style of service in the sky. they are able to recommend restaurants in the destination city. A320 and B777 Classrooms equipped for computer based training Service training mockups (Airbus. and champions high quality preparation and presentation of meals in Pearl Business Class. as well as delivering the highest levels of customer service. whether on ground or in air. Chefs will also contribute to menu development for both lounges and flights in order to orchestrate a more consistent culinary experience for guests. 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.
visualised search tools. web special offers. Etihad is focused on further leveraging the potential of e-commerce and digital communication by providing its guests with: more convenience . Etihad introduced new airport services in Abu Dhabi. In 2010. SITA. Through the development of a comprehensive digital strategy. event and tour booking. and access to tailored special offers and deals). 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. Etihad is focused on a range of major projects to optimise the airline‟s performance in areas relating to pricing. tailored and controlled communications (including personalised messaging and updates. Important innovations include speed enhancements. inflight catering. Lufthansa Systems. select and manage bookings (including flexible. including Amadeus. car. more choice – via a wider range of products and services (including hotel. and full dynamic packaging capabilities). and more involvement – via more personalised. SABRE.000 strong workforce. Major projects: Guests: Etihad is committed to providing customers with a convenient.via powerful tools to search. and search optimisation. mobile. collaborative booking. such as self-service check-in kiosks. and business intelligence.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. to complement the airline‟s online checkin options. flight operations and flight plans. 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. web click to chat with call centre agents. desktop and social media channels). insurance. Etihad has secured strategic partnerships with some of the world‟s leading suppliers to achieve this. more engagement – via a number of innovative new digital channels to enact through (including website. online hotel/insurance sales. Digital strategy: Etihad recognises the importance of new technology and continues to research and invest substantially in its digital channels. fast and smooth travel experience. Etihad is also currently evaluating mobile check-in options for its guests. Oracle and Microsoft. online check in. change booking functionality and account management). crew planning. .
staff restaurant. facilities and property. a car rental office and mobile phone shop.500 cabin crew. In March 2010. Etihad Plaza comprises two state-ofthe-art gyms. The ground floor of Etihad Plaza – which contains offices for 300 Etihad Airways staff from customer relations. The airline currently provides world-class commercial offices in Khalifa City A in Abu Dhabi for its employees. ground operations. Etihad officially opened „Etihad Plaza. . and a comprehensive set of retail outlets. finance. 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.‟ an accommodation complex that is home to Etihad Airways staff.600 junior employees.Factsheet Facilities & accommodation December 2011 Etihad has close to 7.800 people working in Abu Dhabi from across the globe. lounge area. plus accommodation allowances for 1. safety and security – is also the site of the Etihad Airways medical clinic. internal audit and quality. IT.200 pilots and management staff. and residential accommodation for 3. a female and male health spa.
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