Welcoming the initiative, Engineer Saleh N. Al Jasser, Director General of Saudia, praised the combined efforts of all Business Team members from across several business units within Saudia Companys, including Inflight Services, Ground Operations, Corporate Training, Sales and Call Centre with Saudi Ground Services (“SGS”).

“The launch of this Customer Initiative today has been the product of many months of cross-functional collaboration and is designed to build on the recent service improvements introduced by Saudia, including the ongoing fleet modernisation programme and our onboard product improvements, amongst many others as part of our Group Transformation Enhancements.

It is really great to see the enthusiasm and passion for service excellence amongst the participants who are amongst this first group of trainers who will help Saudia further enhance our service to the next level and be delivering this training to more than 10,000 customer facing staff across our domestic and international networks.

Our SV2020 Transformation Programme involves a number of Customer Experience Enhancements, but none more important than ensuring a one-team approach to enhancing our unique and rich Saudia guest experience”.

The Saudia Service Excellence programme consists of multiple tools to support the front-line and guest-facing staff deliver better service, even during times of disrupted flight operations. In identifying the key challenges across the numerous guest touch points throughout the Saudia experience, a bespoke programme of training is now being delivered that enables our multi-cultural global team deliver the best in service at every step along the way.

Saudia will progressively roll-out the service excellence programme over the course of the next few months and ensure that this unique cross-functional approach offers our guests consistent high standards at all points throughout the guest’s journey.