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Etihad appoints new senior customer services role

Etihad Airways has appointed Lorna Dalziel as the airline's new regional manager airport operations for Europe and Americas.

Ms Dalziel moves from her current position as Etihad’s airport manager in Milan, Italy, to take up the new role on 1 June in Abu Dhabi. She will join a team of three regional managers responsible for delivering world class ground services across Etihad’s global network of 45 destinations.

She will lead a team of 11 Etihad airport managers across Europe and Americas in Brussels, Dublin, Frankfurt, Geneva, London, Manchester, Munich, Milan, Paris, New York and Toronto. Her main responsibilities will be managing safety, service, quality and cost across the region.

Geert Boven, Etihad Airways’ executive vice president sales and services, said: “Having done such a great job for Etihad as the airline’s airport manager in Milan, Lorna has already built up great working relationships with the team of airport managers that she will now be managing. Having such a good understanding of the issues and challenges that they face on a day to day basis will be invaluable in this new role.”

Ms Dalziel joined Etihad Airways in May 2007 as the airline’s airport manager for Milan, where she helped set up the airline’s Italian operations. Etihad Airways launched flights between Abu Dhabi and Milan in September that year.

She has 20 years airline experience, working in a variety of airport roles in the UK and Middle East for airlines such as Alitalia and Gulf Air.

Ms Dalziel said: “As always, my focus will be on the customer. Delivering a high and consistent level of service to our customers at all our airports is something I believe in passionately. Whichever airport our customers travel through, they should always feel and experience the same warmth, hospitality and respect.”