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					CEO’S MESSAGE
   WElCOmE AbOArd                                                                               I               A
Welcome aboard!                                                                                  E                               ::


                                            E
                                                     thiopian recently
Ethiopian recently launched a 15-year strategic plan,launched a 15-year                   I             A                                                                    A       A
dubbed “Vision 2025”, to transform itself into a plan,
                                                     strategic     market                                       A                                  A
                                              dubbed “Vision provides
driven and customer focused aviation group that 2025”,                                                           15                          ‘‘Vision 2025’’
world class service to its customers. transform itself into
                                              to
                                              a market driven and
                                              customer focused Ethiopian
The concept of quality service is nothing new to aviation                                                           A                                    I               A
Airlines. Ethiopians are renowned for their friendliness                                                     I                                                       E           A
                                              group that provides
and traditional hospitality. Members of our cabin its                                                       E                                           A
                                              world class service to crew
                                                                                                                        65
have been shining examples in demonstrating and
                                              customers.
                                                 years.
delivering this service for the past 65 The concept of quality
                                                                                          A                                                              E                               E
                                              service is nothing new                                                                                                 E
In order to serve you even better we are devoted to
                                              to Ethiopian Airlines.                                    E               E                                                A
providing a level of service that will make your trip a                                                                                                      A
                                              Ethiopians are renowned
worthwhile experience, accordingly we have embarked on                                                                           A                 E
   for their friendliness and traditional hospitality. members of our
a long term customer service strategic plan which has                                                               E                                                                A
   cabin
               ingredients of examples in excellence
blendedcrew have been shining operational demonstrating andand
   delivering this service of customer intimacy. This plan is
personalized service for the past 65 years.                                                                                                   A              E                   A
       In order to serve as        better we are
proving valuable you evenwe alreadydevoted to providing
                                                     registered noted                                   A
   a level of service that will make pillars of worthwhile experience.that
improvement on the three your trip a customer service                                           E
   flight punctuality, baggage services and total service
is Accordingly we have embarked on a long term customer customer
   strategic plan which has blended ingredients indicators
satisfaction. The detailed performance of operational are
posted on our website.
   excellence and personalised service of customer intimacy. This                                                                         A
   plan is proving valuable as we have already registered noted                          A
     part of this customer pillars focused service that have
Asimprovement on the threeserviceof customerstrategy, weare                             A                                        E                       ‘‘Service Quality Institute’’
   flight punctuality, baggage services and based company called
contracted a Minneapolis, USA total customer satisfaction.
   The detailed performance indicators of the on our leaders in
Service Quality Institute, one are posted globalwebsite.                                                                  2                              I               A
customer service cultural transformation organizations, to
       As part of this customer service focused strategy, we have
                                                                                                                         A
conduct a three years customer service training program
   contracted a minneapolis, USA (United States of America) based
     more called Service Quality line employees. global
forcompanythan 2000 of our frontInstitute, one of the Following                           A                                                       E
    our historical experience, training will continue to be
onleaders in customer service cultural transformation organisations, the
                                                                                                                             A                                                    E
foundation of our airline. customer service training programme
   to conduct a three years                                                             A                                                                                    777-200 LR
   for more than 2000 of our front line employees. Following                            A
We also upgraded our cabin interior and our new B777-
   on our historical experience, training will continue to be the
200LR aircraft are equipped with sleeper seats in C-9
                                                                                                    E       I                                                                    E
   foundation of our
(Business Class)airline. on demand audio and video with
                         and                                                            E                                                                                80
         80 channels of in flight entertainment in b777-
over We have also upgraded our cabin interior and our newC-9 and                         O
   200lr aircraft are We have sleeper seats in retrofitting
Economy Class. equipped with also started C-9 (business our                             A                           E
   Class) B767-300 and B757-200 with over 80 comfortable
existing and on demand audio and videoaircraft with channels of                                                              767-300          E        757-200       A
   in-flight entertainment in C-9 mind.
seats keeping your need in and Economy Class. We have also                                                                                                               E
   started retrofitting our existing b767-300 and b757-200 aircraft
      continue our high level of performance
Towith comfortable seats, keeping your needs in mind. and deliver
consistently high standard of service on all of our flights,                              A                                                              E
       To continue our high level of performance and deliver a                                                                                A                              E
we want to hear from you. Please let us know how we are
   consistently high standard of service on all of our flights, we want                                                      A                                   E
doing, and if you have any suggestions on how we may
   to hear from you. Please let us know how we are doing, and if                                        A
improve our customer service standards even further,
                                                                                        A                                                         www.ethiopianairlines.com
   you
direct have any suggestions on how we may improve our customer
               your        suggestion          to       our        website
                                                                                                                                                                        A
   service standards even further, fill your suggestion to our
www.ethiopianairlines.com ordirect the customer comment
   website www.ethiopianairlines.com or fill the customer comment
card distributed on board.
   card distributed on board.
                                                                                        E                                                               E
       As always, on behalf all employees of Ethiopian and myself,
 As always, on behalf of of all employees of Ethiopian and                               I                  A
   I thank thank much for much Ethiopian.
myself, I you veryyou verychoosingfor choosing Ethiopian.                               E

   Enjoy your flight!                                                                                       !
Enjoy your flight!



                                                          Tewolde GebreMariam
                                                  Chief Executive Officer, Ethiopian Airlines

                                                                                                                                                             JUlY - SEPTEmbEr 2011

				
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posted:9/1/2011
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