Airberlin: New Guest Experience Department Works To Stregthen Product

Press Release – Fall, 2012

airberlin: new Guest Experience department strengthens product

airberlin has restructured its “Guest Experience” department to further improve all aspects of its product. The newly formed team will steer and develop the airberlin product range centrally optimizing synergies within the company.

Thomas Ney, Executive Vice President, Guest Experience at airberlin, together with his team of colleagues, is now responsible for overall product design and for service standards of all service on board and on the ground. The “Guest Experience” department’s duties and responsibilities include for example, the in-flight food and drink choices, the selection of Hollywood blockbuster movies for the inflight Entertainment System, the design of airport lounges and the purchase of on board service equipment. The following three areas have been added to the department’s responsibilities: Ground Services (airport lounges, Chauffeur Service), Cabin Standards (service on board) and Quality Assurance (verifying product standards).

“airberlin is constantly improving the service it provides and offers each passenger the product to suit his/her individual requirements. On long-haul flights we now provide an optimum level of comfort in both Business Class and Economy Class. The range of service on board has been extended, our aircraft cabins have been redesigned and all our new seats have been equipped with touchscreen monitors, so that passengers can choose their own individual entertainment program,” says Thomas Ney. airberlin currently operates out of 6 gateways in the U.S. including, New York (JFK), Miami, Los Angeles, San Francisco, Las Vegas and Ft. Myers.

Certificate for quality management

In the summer of 2012, airberlin once again demonstrated the high quality of its service standards in the course of a regular TÜV monitoring audit. Back in 2010, Germany’s second largest airline was the first airline ever to receive a certificate from TÜV Rhineland for its management system in the area of service standards. The TÜV “Service Quality Management

System” certificate was issued for four of airberlin’ s service sectors: the airberlin.com website with its numerous service offers, airport service, on board service and the loyalty program service that the airline offers to its frequent flyers.

In addition airberlin receives over ten awards for service and quality every year. Information about these awards can be found on our website airberlin.com under Home > Company > Our awards.

For photos use this link:

http://pics.airberlin.com/1/webmill.php?id=40&pin=AM5mdHCt&t_show=showpin&page_fail=27&t_pintest=1

airberlin is Germany’s second largest airline. The company has a workforce of 9,300 employees. Each year, airberlin receives over 10 awards for service and quality. The fleet comprises 152 aircraft with an average age of five years, making it one of the most modern fleets in Europe. The airline’s state-of-the-art jets are highly fuel efficient, which contributes toward a long-term reduction in pollution emissions from aircraft. As one of the major European airlines, airberlin flies to 170 destinations in 40 countries. In 2011, over 35 million passengers were transported. In December 2011 airberlin entered into a strategic partnership with Etihad Airways. Since 20th March 2012 airberlin has been a full member of the global airline alliance oneworld®. airberlin operates codeshare flights withoneworld members American Airlines, British Airways, Finnair, Iberia, Royal Jordanian, S7 Airlines and Japan Airlines.

Press contact:

Jana Andresen Madeleine Vogelsang

airberlin press department Communications Manager Americas

Tel: + 49 30 3434 1500 Tel: 305-521-1012

Fax: + 49 30 3434 1509 Fax: 305-932-1545

E-mail:abpresse@airberln.com Email: Madeleine.Vogelsang@airberlin.com