New structure of Ethiopian Airlines Group to enhance customer experience

Jul 22, 2017: Ethiopian Airlines Group has informed that the Ethiopian Government has decided to establish a new Aviation Holding Group with various diversified aviation strategic business units like: Ethiopian Airports Enterprises, Passenger Airline, Cargo Airline and Logistics Company, Ethiopian Aviation Academy, Ethiopian Inflight Catering Services, Ethiopian MRO Services, Ethiopian Hotel and Tourism Services etc. Accordingly, the Ethiopian Airports Enterprise has joined the new Aviation Group.

The Ethiopian Airports Company will maintain its internal autonomy, its own brand, and its functions playing an important and central role to integrate the services of all stakeholders such as airlines, immigration services, customs, security services, ground handlers and others to ensure that all provide global standard airport services to the end customer, the passenger, said a press release from Ethiopian Airlines.

The passenger satisfaction will be the most important focus of all service providers and global standard key performance indicators will be given to all stakeholders which will measure the standards, te release further says.

Ethiopian Airlines Group CEO, Tewolde GebreMariam, said “ We are all delighted that the Ethiopian Government took an important decision in paving the way for the formation of the Ethiopian Aviation Group as a holding company in line with international best practices which will enable to transform all airports in Ethiopia to upgrade their services to global standards by leveraging the synergy with the successful business model and strategy of Ethiopian Airlines which is now the best airline group in Africa. Passengers’ overall experience is a combined effect of the services rendered both on-board their flight and the provisions at the airports they pass through. Hence, availability of a seamless customer focused service defines the rule of the game in today’s hyper competitive airline industry. The new formation will create common direction and strong synergy to improve services by eliminating waste and redundant activities.”

Tewodros Dawit, CEO, Ethiopian Airports Enterprise, said, “The group formation is a step forward to improve the competitiveness of the Ethiopian Airlines Hub by taking advantage of the proven record of fast and sustainable growth strategy. The new structure will help the Ethiopian Airport Enterprise to formulate integrated strategy to provide global standard services to all users allowing Ethiopia to continue its aviation leadership in Africa.”

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