Etihad Cargo revamps its regional structure and launches a new Customer Experience Department to boost service.
Etihad Cargo has undertaken a significant restructuring of its global operations, introducing a new regional management structure and establishing a dedicated Customer Experience Department. These changes are designed to strengthen the company’s service capabilities in key markets and bring it closer to its customers worldwide.
The global network has been reorganised into four key regions, each led by newly appointed directors. Bernard Lee will head the South Asia and Oceania region, covering SAPAC countries, including India, Vietnam, and Australia. Jacqueline Han Lin Ni will oversee the North Eastern Asia region, which includes China, Hong Kong, Macau, Korea, Japan, and Taiwan. Rainer Krammer will manage the Europe and Americas region, encompassing Northern, Central, and Southern Europe, the UK, Ireland, and the Americas. The Middle East and CIS region, covering the GCC, UAE, Africa, Levant, and CIS, will be led by Grant Kemp.
To further enhance the customer journey, Etihad Cargo has launched a new Customer Experience Department, led by Lubna Allaham. This department is focused on developing customised, customer-centric solutions, ensuring that the airline continues to provide top-tier service across all customer touchpoints.
In addition to these changes, Etihad Cargo has strengthened its sales team by appointing Rayan Alhaddar as Senior Manager of Business Development Cargo, reinforcing its commitment to the UAE market.
Stanislas Brun, Vice President of Cargo at Etihad, commented, “This new structure enables us to work more closely with our customers and better understand their specific needs. The appointment of new regional managers and senior leaders positions our team to deliver exceptional results and support the continued success of Etihad Cargo.”
Dr. Nadia Al Bastaki, Chief People and Corporate Affairs Officer at Etihad Airways, added, “This organisational restructure highlights the crucial role of our cargo division in Etihad’s vision and growth strategy. By enhancing our regional capabilities and focussing on customer experience, we are not only improving our service but also reaffirming our commitment to being the preferred air cargo partner globally.”
