Retail inMotion to help Etihad Airways ‘do a lot of things we cannot do now’

    Etihad Airways VP guest experience and service delivery Linda Celestino commented on the appointment of Retail inMotion as the airline’s inflight retail provider in early May-2018 (The Moodie Davitt Report, 21-May-2018). Ms Celestino said Retail inMotion will “help us do a lot of things we cannot do now”, including pre ordering, pre payment, home delivery and offering multiple payment options. She said: “Giving people the choice of how to pay and how they have it delivered is really the key and the big change. Customisation is the way forward”. Etihad Airways will also offer more options to economy class passengers, including purchasing upgraded meals, noise cancelling headsets, lounge wear and amenity kits. Ms Celestino stated: “We recognise that there has been a change of pace in retail and certainly in aviation retail. We know that people want to move towards personalising and choosing their own guest experience. We think that the way to do this now is through technology and through the products and services that we can offer onboard”.