Etihad Airways has embarked on a pioneering digital transformation that brings travellers closer to a seamless, personalized travel experience. With a suite of new, customer-centric features integrated into the Etihad Airways website and its mobile app, the airline aims to set a new standard for digital sophistication within the airline industry. This latest enhancement aligns with the airline’s commitment to staying at the forefront of aviation technology, ensuring that every stage of the travel journey is redefined to meet the unique needs of its diverse, global customer base.

Etihad’s latest upgrades cater to local preferences and reflect a deep understanding of regional demands. For instance, travellers across India and Europe now have access to market-specific payment options, allowing for smoother transactions using local payment methods. This improvement underscores Etihad’s dedication to accessibility, particularly in key growth markets where offering local payment solutions is critical for customer satisfaction.

The enhancements also introduce more comprehensive self-service options, empowering guests to manage their travel plans with greater independence and flexibility. This includes the ability to modify bookings directly within the app and website—a feature that simplifies last-minute changes, making it easier for passengers to adapt their travel plans as needed. Additionally, Etihad Guest loyalty members now enjoy an enhanced experience, with the ability to seamlessly redeem miles for flights and upgrades. This is complemented by a new fare calendar that allows users to find the best travel deals easily.

In India, these digital updates reflect a particular sensitivity to local preferences. Travellers in this region can now benefit from Hindi language support, a first for the airline, and access to a fare calendar tailored to the Indian market. Etihad’s decision to implement this feature highlights its ongoing dedication to providing a culturally intuitive experience for travellers from one of its most important markets.

Looking forward, Etihad has even more improvements in the pipeline, with upcoming developments aimed at refining the check-in process. This will include advanced notifications and real-time updates designed to keep travellers well-informed at every journey stage. These planned features will enhance the customer experience further by reducing stress and improving transparency, ensuring passengers are fully prepared for every leg of their travel.

Driving Innovation Through Strategic Collaboration

The success of Etihad’s digital transformation is credited in part to the collaborative efforts between its Commercial and Digital Technology teams. Arik De, Etihad Airways’ Chief Revenue and Commercial Officer, noted, “The close collaboration between our Commercial and Digital Technology teams has enabled us to rapidly deliver solutions that our customers want. These enhancements are driving higher customer engagement and growing ancillary revenue through a more personalized booking experience.”

Such teamwork has paid off, leading to record-breaking online direct sales across key markets. More customers are choosing to book directly through the airline’s digital channels, which not only boosts revenue but also enhances customer satisfaction by providing a more direct, engaging interaction with the airline.

Enhanced Infrastructure for Seamless, Continuous Improvement

Etihad’s digital journey is supported by a robust technological infrastructure that allows it to respond to customer feedback and implement new features at an impressive pace. With over 160 digital updates across its web and mobile platforms completed this year alone, the airline has achieved a remarkable milestone—averaging approximately four software releases per week. This continuous rollout of improvements enables Etihad to keep its digital offerings fresh, relevant, and in line with evolving customer expectations.

“Our commitment to digital innovation is unwavering,” shared Frank Meyer, Chief Digital Officer at Etihad Airways. “By consistently refining our digital touchpoints, we’ve been able to rapidly implement enhancements that directly benefit our customers. This agile approach allows us to stay at the forefront of the competitive airline industry and consistently exceed passenger expectations.”

As Etihad Airways positions itself as a leader in digital innovation, travellers can look forward to a more fluid, responsive, and personalized journey tailored to meet modern travellers’ dynamic needs. For more information on Etihad Airways’ latest digital advancements or to experience these new features firsthand, visit etihad.com or download the Etihad Airways mobile app.

Written by: My Thanh Pham

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