Arik Air unveils ambassadors to improve customer service, interface with customers

In a bid to improve customer service and enhance seamless flight operations at the Lagos airports, Arik Air, one of Nigeria’s domestic carriers has launched Arik Ambassadors, a seven-man team to enhance passengers’ experience.

This development is coming at a time when the airline has resolved to address the challenges and pending issues it faced before it was taken over by the Asset Management Corporation of Nigeria (AMCON).

Speaking during the launch of the Arik Ambassadors at the General Aviation Terminal, (GAT), Murat Ozcan, Vice President, Grand Operations said the essence of putting the ambassador unit together is to give customers better experience at the airport and cater for passengers’ needs.

“The unit will help give timely responses to passengers. The idea came up when we decided to put some units together to look after the passengers. Once passenger walks into the terminal, they will be received by our ambassadors, who are very distinguished and identifiable by the way they are dressed.

If passengers have any questions or issues, the Arik ambassadors will be able to assist them and they will always be here to help. The work of an ambassador starts immediately check-in commences every day. Anytime there are issues or inquiries from our passengers, they can approach the ambassadors. Their mission is to solve the passengers’ problems before they leave the airport,” Ozcan said.

He explained that the aim of the unit is to make passengers get exceptional customer service experience; so that passengers will leave the airport happy.

“Airline operations are extremely time consuming process, if anything comes up outside the box, our operations people who may not be able to resolve it at that particular time will refer passengers to Arik ambassadors, who will definitely resolve it on a timely basis.

“We have six ambassadors and one lead ambassador. In each shift, we have two ambassadors on duty all the time,” he added.

Ozcan assured that very soon Arik ambassadors will be extended to Abuja and Port Harcourt airports.

Ijeoma Ebele, Head, Arik Ambassadors said she is excited at this new development and pledged commitment to the course of satisfying the needs of passengers.

“We realise that a lot of passengers have complaints about refund and on-time departure. We have been able to tackle the issue of on-time departure, our flights go on time and we are beginning to refund our passengers whose flights were cancelled for one reason or the other,” Ebele added.

 

Ifeoma Okeke