Etihad Airways is the national airline of the United Arab Emirates and in just eight years has established itself as the world’s leading airline. “Etihad” is the Arabic word for “union”. Etihad commenced commercial operations in November, 2003, and has gone on to become the fastest growing airline in the history of commercial aviation. 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. To maintain this Etihad has signed up with Wavetec’s Electronic Queue Management System.

Solution:

Wavetec’s Electronic Queue Management System redefines customer care to a highly customer centric concept and for Etihad Airways this was critical not just for external customers but for internal communications of staff with in a branch as well. Wavetec has provided Etihad Airways with a web based virtual e-ticketing system which saves the internal waiting time of the employees. This is backed up with 7 Counter Display Units, an L Shaped Status Display Unit, Soft Teller System Unit (TSU), Dual Printer Kiosk and Comprehensive Central Reporting Module.

It is a web based module that carries categories of different departments at Etihad. Instead of an employee physically going and waiting for an appointment with the desired person a virtual ticket can be requested through the system helping him not only to save time but also ensure hassle free and personalized service. A virtual ticket number is generated via email notification upon entering your personal information. Once you get served for the requested category you may request for another category.

This web based module has the capability of showing average wait time, average service time and total number of customers waiting in a particular category on real time basis which helps a person to actually analyze the approximate total waiting time of his appointment and can manage his tasks accordingly. This feature helps the employees of an organization to be more productive rather than spending hours waiting for their turn.

This systematic approach towards employee management Etihad manages to give a more controlled and effective customer management and thereby empowers them to ensure better service to its valued customers.