ETIHAD AIRWAYS

Factsheets December 2011

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

Factsheet Etihad Airways In Brief

December 2011

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

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

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

Factsheet

December 2011

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

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

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

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

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

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

Factsheet

December 2011

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

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

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

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

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

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

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

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

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

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

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

Check-in. Online check-in: All guests can save time by checking in online from 24 hours to two hours before departure. as well as Etihad Guest Gold cardholders. Frankfurt and Dublin.Factsheet December 2011 relaxation and entertainment options. Pearl Business Class and Etihad Guest Gold cardholders can take advantage of priority boarding. 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. . Etihad also operates its own lounges in London. 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. In both lounges. 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. ergonomically-designed seats. Etihad Chauffeur: Etihad Chauffeur is a premium limousine service that creates a unique door-to-door experience for Diamond First Class and Pearl Business Class guests. with personal chauffeurs available at 24 Etihad destinations in 16 countries. Dubai terminal: A terminal check-in in downtown Dubai allows Etihad guests the opportunity to check in six to 24 hours before a flight. Guests can check-in. In Abu Dhabi. Etihad offers dedicated check-in areas for families and Etihad Guest Silver cardholders. The fleet of Mercedes-Benz coaches is equipped with elegant interiors. excellent climate-control systems. Priority boarding: Diamond First Class. check their baggage and travel to Abu Dhabi airport via luxury coaches. an entertainment system and high-resolution 14-inch monitors. prayer rooms are available and children can be kept entertained by nannies in a family room. the airline offers a dedicated lounge for those passengers awaiting the Etihad Chauffeur service. For Economy Class passengers.

In 2011. 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. as judged by over 18 million air travellers worldwide in the annual Skytrax survey. 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 . 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 . Etihad was recognised as the „World‟s Leading Airline‟ for the second consecutive year at the World Travel Awards.Factsheet An Award Winning Airline December 2011 In its first seven years of operation.2011 Biz Travel Forum. In November 2010. Bangladesh • Best Meal in Economy Class – Monitor Airline of the Year Awards. Bangladesh 2010 • World‟s Best First Class – Skytrax • Best First Class Airline Seat . Etihad has received a range of local and international awards that reflect its position as the leading premium airline in the world.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. Etihad was awarded „World‟s Best First Class‟.

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

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

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. Etihad commenced operations with the launch of services to Beirut in Lebanon. 2004 26 April. 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. 2006 22 Aug. Today. 2003 Amman. Lebanon Damascus. Yemenia and Kuwait Airways. 2006 28 May. 2006 2 Jun. 2004 21 Dec. Iran Alexandria. and today operates services to 17 destinations across the Middle East. 2010 10 Nov. 2006 12 July. Egypt Cairo. 2010 Codeshare services: Etihad operates a number of codeshare services with carriers in the Middle East. 2003 7 Dec. 2010 1 June. 2003 1Jul. Saudi Arabian Airlines. including Middle East Airlines (MEA). 2004 4 May. Egypt Doha. Jordan Kuwait Casablanca. Etihad operates over 206 services per week from Abu Dhabi to 17 destinations in the Middle East. also including Egypt. Royal Air Maroc. Morocco Khartoum Tehran. . On 12 November 2003. 2006 22 Dec. 2004 26 Mar. Sudan and Morocco in North Africa. 2006 5 Jul. Qatar Manama. Bahrain Muscat. including: Destination Beirut. 2006 4 Dec. 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.

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

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

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

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

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

2006 16 Jan. Etihad has expanded its network to eight destinations and now operates 43 flights to and from South-East Asia each week. 2004 16 Mar. South East Asia is one of the busiest regions for the airline.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. With the demographics of guests including business travellers. Over the past four years. . visiting friends and relatives and worker traffic. 2007 13 Feb. Kuala Lumpur. Etihad offices: Etihad has offices in Bangkok. Manila and Singapore. 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. leisure passengers. Malaysia Airlines and Bangkok Airways – targeting an additional eight destinations across the region. 2006 28 Sep. Jakarta. Etihad commenced services in the region in 2006 when it launched its Manila services.

Today. 2004 20 Feb. In May 2006. 2006 17 Feb. More recently. Etihad commenced services to Bengaluru (Bangalore). Pakistan. 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. 2008 1 Jan. in January 2011. 2006 . 2009 2 Aug. 2010 Pakistan: Destination Karachi Lahore Islamabad Peshawar Service per week Daily Daily Daily 2 Aircraft type A320. It commenced flights to Karachi. Bangladesh and in October 2007. 2011. 2008 30 May. on November 1. the capital of the Republic of Maldives. and has announced it will commence services to Malé. 2004 1 Dec. 2004 2 Nov. Nepal. A330200 A320 Commenced services 2 Nov. Etihad commenced flights from Mumbai in September 2004 and gradually increased flights across the Indian Subcontinent. A330200 A 320. in October 2004. Etihad operates 84 services per week from Abu Dhabi to 15 destinations within the South Asian Subcontinent. A330200/A340-600 A320. 2007 3 Jun. Etihad began daily flights to Kathmandu. 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. 2006 2 Feb. 2007 2 Aug. Europe and North America.

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

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. . Today. Destination Johannesburg Cape Town (via Johannesburg) Service per week Daily Daily Aircraft type A330-200 A330-200 Commenced services December 2005 September 2009 Etihad offices: Etihad‟s head office in South Africa is in Johannesburg and it also has airport offices in Cape Town.

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

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

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

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

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. For further information. . Through the development of a comprehensive digital strategy. 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. please refer to the Information Technology factsheet.

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

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

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

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

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

which include the Abu Dhabi Festival. At a local level. which has been competing in the region since 1969. Harlequins Rugby Football Club. including Coldplay. the Abu Dhabi Film Festival. Justin Timberlake and Shakira. 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 Arabic Prize for Fiction. Danny Care and Nick Easter. with the first final taking place back in 1887. Harlequins Rugby Football Club: Etihad Airways is the main sponsor of the UK Premiership rugby team. from international level down to the grass roots. Harlequins are based at the Twickenham Stoop in London and compete in the top rugby league in the UK and at European level. Katrina also participates in fashion style shoots on board and other national and international brand campaigns. Etihad is a lead sponsor for the Abu Dhabi Harlequins Rugby Union Football Club. The Hurling AllIreland Senior Hurling Championships is one of Ireland‟s oldest sporting competitions. Last year Etihad filmed a dance sequence with Katrina in its First class lounge. and works with Etihad to promote the airline in India and around the world.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. Etihad also supports many music initiatives in Abu Dhabi and has brought many international artists and bands to the capital. Gourmet Abu Dhabi. Grassroots Sponsorship: Etihad Airways continues to align itself with innovative events and sporting teams across the region. Current top international players include Ugo Monye. taking the Etihad brand to new levels of awareness. Etihad is proud to be a part of the most skillful and fastest field game in the world. 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. and other important media events and exhibitions. Etihad is the title sponsor of the „Etihad Junior Rugby Festival‟ which took place for the first time in November 2008. Katrina Kaif: Indian Bollywood star Katrina Kaif is the airline‟s brand ambassador. . 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.

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

The Corporate Safety and Quality Department acts as a centralised safety function for:      provision of information to the authorities on reportable incidents. assessment of safety reports. leadership on investigations. 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. and provision of safety data and information to the Safety and Quality Review Board. .

The department also works very closely with the Abu Dhabi Department of Transport and the UAE General Civil Aviation Authority on issues that involve the review of existing national air transport policies and procedures. particularly those that have direct and indirect impact on Etihad Airways operations. . Currently Etihad Airways is a beneficiary of more than 100 air services agreements.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. with a view to addressing global aero-political developments.

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. Boeing and Honeywell‟s UOP. paper. 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. 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‟s work in this area includes the following initiatives:  The Sustainable Bioenergy Research Project (SBRP) with the Masdar Institute of Science and Technology. a polymer coating. water and energy at work and at home. to the exterior of Etihad‟s aircraft. as well as improvements to fuel efficiency membership of the Sustainable Aviation Fuel Users Group. Etihad won the title for “Best Environmental Initiative” at the “Best in Abu Dhabi” awards 2010. 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”. This has shown significant savings in water and cleaning fluids to each plane. The airline is also looking at how the same can be done for commercial passengers as well as for ground facilities and transportation Establishing formalised comprehensive energy monitoring and measurement systems covering all areas of potential emission impact The „Green Office‟ program which contains a number of elements such as the introduction of recycling containers around the Etihad head office for plastics.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. metals and toner cartridges Environmental web pages on company intranet that include advice on how to save waste.       . 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.

518 2. The airline‟s Operations department (which includes pilots and cabin crew).563 2008 26.031 829 1.000 people. Etihad‟s Human Resources department has evolved considerably during the last six years.4% 1.468 2007 60.504 336 611 3. Despite the challenging economic conditions that have affected the aviation industry since 2008.3% 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% 2. 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.913 744 1.828 2010 0.800 people work at Etihad Airways with the majority based in Abu Dhabi and the UAE. . Currently more than 7.745 3.017 1.341 2. is the biggest division and employs more than 5. Etihad has continued to expand its workforce in a measured way to fit this growth.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.0% 350 336 74 215 975 701 840 231 344 2.9% 2.060 7.058 2009 10.116 2006 63. 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 27.223 7.670 510 865 5.9% 1.500 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. In order to meet Etihad‟s predicted fleet.

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. The following table gives the staff numbers for the top 20 largest national groups working at Etihad Airways in December 2010. (See Emiratisation fact sheet for more information). The UAE is currently the fourth largest national group represented at Etihad Airways. behind India. The Philippines and Britain. Etihad operates a highly successful Emiratisation scheme which includes a cadet pilot program. graduate management 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: . 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. technical engineer program and call centre program.

Core Operations Division .855 .224 Total 1.904 1.855 1.Factsheet Total – Head Office & Outstation by Region Region Count Asian European Far Eastern Middle Eastern African Americas Australasian Grand Total December 2011 1.783 982 173 92 15 38 234 7.193 765 399 344 7.395 1.Graduate Management Program People & Performance Division .251 109 430 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 .Cadet Pilot People & Performance Division .631 Outstation 598 1 108 483 2 32 1.Cabin crew Operations Division .Pilot People & Performance Division .748 2.855 The following table gives a breakdown of how the workforce is made up by divisional grouping in Dec 2010: Division Commercial Division CEO Office Finance Division Operations Division .

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

which deals with different types of possible abnormal situations  extreme weather scenarios and operations in low visibility. Preference is given to candidates with Airbus or Boeing experience.  a minimum of 2.000 kgs.500 hours in command on multi-crew jet engine in excess of 60. 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). the airline has continued to recruit the best direct entry pilots from around the world.  a minimum of 4. valid license and medical card must be current.Factsheet December 2011 Pilots Etihad Airways‟ flight operations team.  ICAO ATPL. as well as launch its own cadet pilot program. . has grown considerably since the airline‟s launch in 2003. 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). which includes pilots. and  English language fluency (written and oral).000 hours on multi-crew jet aircraft. During this time.  ICAO ATPL. valid license and medical card. even if they are flying regularly.000 kg.  Maximum age limit is 53 years old.500 hours total flying time for A330 and 1500 hours for A320. Recruitment: Qualification requirements for direct entry pilots (e. qualified) are: Direct Entry Captain:  a minimum of 7.  maximum age limit is 62 years old (type rated). 57 non type rated. greater emphasis is being put on recruiting the best pilots from around the world. The hours need to have been completed on powered fixed-wing aircraft only.000 hours total flying time.  must be a current captain. Etihad has a state-of-the-art training academy at its base in Abu Dhabi where pilots spend time in full flight simulators. as well as training Etihad‟s own Emirati pilots from the UAE. First Officer:  a minimum of 2. classrooms and computer rooms.000 hours on jet aircraft in excess of 60.  a minimum of 1. Training: Captains and First Officers with Etihad are required to maintain the highest competency levels throughout the year.g. and  English language fluency (written and oral).

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

At the heart of the philosophy is a service style much more focused on the individual and tailored to individual needs. similar to that of leading restaurants: In Business class. Inflight Chef: Etihad takes its inspiration from leaders in the hospitality industry and five star hotels. cabin managers. gyms. 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. food and beverage managers and chefs from around the world. 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. allowing Etihad to offer a wide variety of spoken languages and cultural considerations on every flight. there is an innovative meal service with trays cleared faster and more efficiently to allow for more relaxation time. which seeks to improve levels of customer service and leadership in the Economy cabin. . and new coffee shop style beverages and treats.to consistently deliver a safe and inspirational experience with warmth and respect. There are more than 100 different nationalities within the team. Etihad‟s IFS team is made up of nearly 3. understated and attentive: In Economy class. swimming pools. sauna. All crew have access to the luxurious Etihad Fit2Fly facilities which include fitness classes. and internet lounges. Etihad‟s in-flight services (IFS) team strives to meet the airline‟s promise to its customers on every flight . 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. the style and atmosphere is linked closely to a fine dining experience. cabin seniors. the service is stylish. Etihad employed 336 crew members and this figure has grown considerably.    In First class.Factsheet December 2011 In-flight Services. as well as maintaining high levels of service provision. The majority of Etihad‟s cabin crew reside in company-provided accommodation. surpassing 3. including Cabin Crew Etihad is committed to its status as World‟s Leading Airline and the airline‟s focus is squarely on the customer. spa. In its first year of operation.000 by the end of 2011. 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.

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. 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. manages the timely provision of the meal service. 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. The facilities include:          Cabin Emergency Evacuation Training (CEET) simulator Swimming pool and slides Real Fire Fighting Trainer (RFFT) Four Aircraft Door Trainers . Chefs will also contribute to menu development for both lounges and flights in order to orchestrate a more consistent culinary experience for guests.A330/340. 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. as well as delivering the highest levels of customer service. and champions high quality preparation and presentation of meals in Pearl Business Class. 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. with First class guests receiving unparalleled attention and choice – for example. they are able to recommend restaurants in the destination city. the opportunity of having a personal Chef tailor make dishes based on their particular tastes and preferences.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) . Additionally. A320 and B777 Classrooms equipped for computer based training Service training mockups (Airbus. The food and beverage manager engages with customers. ensuring every passenger is treated like a guest.

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

. lounge area. Etihad Plaza comprises two state-ofthe-art gyms. ground operations.Factsheet Facilities & accommodation December 2011 Etihad has close to 7. Etihad officially opened „Etihad Plaza. a female and male health spa. facilities and property. safety and security – is also the site of the Etihad Airways medical clinic. plus accommodation allowances for 1. In March 2010.500 cabin crew. finance. IT.‟ an accommodation complex that is home to Etihad Airways staff. Employees currently occupy some of the 600 homes available in five accommodation blocks – mainly one and two bedroom apartments with some three bedroom homes.600 junior employees. and residential accommodation for 3.200 pilots and management staff. The airline currently provides world-class commercial offices in Khalifa City A in Abu Dhabi for its employees. and a comprehensive set of retail outlets. a car rental office and mobile phone shop. The ground floor of Etihad Plaza – which contains offices for 300 Etihad Airways staff from customer relations. staff restaurant. internal audit and quality. 1.800 people working in Abu Dhabi from across the globe.

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