We Interviewed Terence Daly About Etihad's COVID-19 Measures and Future Plans

We interviewed Terence Daly, Executive Director Guest Experience, Brand and Marketing at Etihad, within the scope of developments in the aviation sector, travel, Covid-19 measures and Etihad Airways's success formulas. Pleasant reading.

"More recently, we partnered with the International Air Transport Association to launch the IATA Travel Pass. "

HIS Travel: With vaccination programmes now underway worldwide, do you expect to see a big impact on the aviation sector?

Terence Daly: As more and more countries move toward high levels of vaccination, it will inevitably lead to growth in air travel once more. The UAE is leading the way and we expect our home market to bounce back faster than others. Other GCC countries are also growing their vaccination programmes and we expect this will contribute to an increase in demand.

While it is impossible at this stage to determine exactly how Covid will play out, it’s not unrealistic to assume that we’ll see some form of health visa or wellness certification as the world starts to harmonise on transport standards. To that end, we have been working with a variety of different companies, some within the industry, some outside of it, to develop the technology required for a global health certification system, to make travel in the Covid era as seamless as possible.

More recently, we partnered with the International Air Transport Association to launch the IATA Travel Pass. This will help Etihad’s passengers to easily and securely manage their travel in line with government requirements for Covid tests or vaccines. The trials for this will begin on selected routes in April. We have trialled a number of systems, and throughout the first half of the year, our trials will increase on a broader scale to determine the most efficient and accessible solution possible.

On top of every other measure we are taking to keep travellers safe, Etihad recently became the first airline in the world with 100% of our operating pilots and cabin crew vaccinated to help curb the spread of Covid. This will encourage our guests to return to the skies sooner, knowing that our flight crew have been vaccinated. As a result of Etihad’s robust employee vaccination programme, over 75% of our entire workforce have voluntarily received the vaccine, with this number growing day by day.

"We continue to follow UAE and international government, regulatory and health authority directives in order to play our part in limiting the spread of the virus."

HIS Travel: With governments continuing to announce sudden restrictions due to the volatile situation, how are airlines coping?

Terence Daly: It goes without saying that the aviation industry witnessed unprecedented challenges in the past year. It’s been almost a year since the pandemic brought the travel industry worldwide to a halt and today, countries continue to impose lockdowns and restrictions to contain the outbreak.

We continue to follow UAE and international government, regulatory and health authority directives in order to play our part in limiting the spread of the virus. It is certainly a challenge when the rules and regulations are changing almost on a daily basis, but we have set ourselves up to be able to respond quickly and adapt our business accordingly.

We’ve looked at all parts of our business to see where we could reduce cost and ensure our long-term financial health. This ranges from a reduction in our fleet size to sadly, having to lose a significant number of good people who were all part of the Etihad family.

Through the transformation programme we established before the pandemic struck, we were well on the way to achieving our goals, with a target for complete turnaround by 2023. While we have revised our outlook based on current realities, we remain committed to transforming the business for sustainable growth over the long term. We continue to deliver on our mandate to support the economic development of our home, Abu Dhabi.

"In January this year, we were awarded Diamond status for ensuring the highest standards of cleanliness and sanitisation in the first ‘APEX Health Safety, powered by SimpliFlying’ audit. "

HIS Travel: Many people are still avoiding travel due to health concerns. What can airlines do to make passengers feel more comfortable flying?

Terence Daly: Flying has been proven to be a safe method of travel during the pandemic. An aircraft is a safe environment as HEPA air filters on board remove more than 99% of viruses and bacteria from the air. There have been few reported incidents where onboard transmission is suspected. The data tells us that the risk of onboard transmission of the virus is low when compared with other public indoor environments, such as trains, buses, restaurants and workplaces. While the risk of transmission on an aircraft is low, passengers can take additional precautions to further lower the risk. Following guidance to wear a mask or face covering, a requirement on all Etihad flights, provides significant protection to all on board.

In January this year, we were awarded Diamond status for ensuring the highest standards of cleanliness and sanitisation in the first ‘APEX Health Safety, powered by SimpliFlying’ audit. This is testament to our industry-leading response to the pandemic. Etihad is a strong brand with a strong product.

We introduced the Etihad Wellness programme to differentiate us as an airline that puts the health and wellbeing of our guests first. We pioneered the concept of Wellness Ambassadors – a person available at every stage of the journey to support our guests with wellness and safety throughout their journey.

Since August 2020, we’re the only airline in the world to make PCR testing mandatory throughout our global network, before departure and on arrival in Abu Dhabi for 100% of passengers. Testing has proved highly effective in detecting Covid pre-travel to give travellers peace of mind for all on board. This has given us a wealth of data and insight, and shows us that we do not see onboard transmission, which is supported by the correct precautions being taken.

To reinforce the effectiveness of Etihad Wellness, we’ve recently extended our global Covid insurance until 30 September 2021, so passengers are covered when they’re away from home – no exceptions. This additional cover instils an additional level of confidence to travel and reassures guests that we are doing all we can to keep them protected. We’ve developed a comprehensive destination guide on etihad.com to make sure travellers always have access to the latest travel information and testing and quarantine regulations worldwide.

“In the future, we can expect to see premium seats with additional privacy and separation.”

HIS Travel: Looking ahead, what kind of changes do you see in passenger demand and preferences?

Terence Daly: Due to the effects of the pandemic, we can see that what matters most to travellers has changed. To address those concerns head on, Etihad Wellness was incorporated into our guest proposition from June 2020, across all touch points.

This ranges from employing the highest cleaning and sterilisation standards to incorporating touchless features within lavatories and windows on our aircraft. In the future, we can expect to see premium seats with additional privacy and separation.

We understand wellness is an important factor for our guests moving forward and that’s why we introduced Etihad Wellness Ambassadors, to provide peace of mind for our guests as they begin to travel again.

HIS Travel: Lastly, has the pandemic transformed the way airlines will operate in the future with respect to customer service and offerings?

Terence Daly: The impact of the pandemic was brutal to our operation, but Etihad is renowned for innovation. We acted with agility to completely redesign our guest experience to meet the demands of the industry and the expectations of our passengers.

For the foreseeable future, it’s fair to assume that cabin crew will continue to limit their direct interaction with guests and restrict their presence in the cabin. PPE and face masks will still be worn, and enhanced hygiene precautions will be maintained throughout each meal service. How meal services are presented and delivered will be revaluated on an ongoing basis to ensure Covid precautionary measures are met.

Despite all the care we are taking to make sure passenger wellness is assured, it’s important I reiterate that Etihad is renowned for the highest standards of service - and this will always be at the heart of everything we do.