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Alitalia introduces new guest experience on long-haul flights

Rome 4 June 2015 – Coinciding with the launch of its new livery and brand design, Italy’s national airline, Alitalia today announced a series of new inflight and ground product and service upgrades in its new Business, Premium Economy, and Economy cabins. The new offer aims to reposition the airline as a leader in superior service, and to represent the best of Italy on the world stage.
Beginning with the new Airbus A330-200 aircraft, which will enter service this week, operating its first flight to Abu Dhabi, the new service elements will be available to all guests flying on the airline’s wide-body international services from 1 July. The next phase of the program will see the new inflight products gradually introduced on the narrow-body fleet.
Aubrey Tiedt, Chief Customer Officer at Alitalia said: “We are taking the new Alitalia to greater heights, drawing inspiration from our vibrant home and the unrivalled experience garnered from almost 70 years of flying. Alitalia, like Italy itself, has a world-renowned reputation for hospitality, style and culinary excellence. This reputation is mirrored in our people and our new inflight service design.
“The new Alitalia is about building loyalty and trust with our guests, offering more choice, innovation, quality, and importantly, more personal control over how they relax, dine and are entertained onboard. This new customer focus by our dedicated people will be evident at the airports we serve around the world, at check-in, in our lounges, through to the boarding experience.”
Alitalia cabin crew, ground staff and lounge staff are currently attending customer excellence workshops at Etihad Airways’ headquarters in Abu Dhabi. More than 1,000 employees have already graduated from the three-day workshops, and in excess of 4,500 are expected to attend by the end of this year. The employees return to Alitalia with a greater understanding about their important contribution to the airline’s business, how to provide guests with the highest level of service on the ground and in the air, and how to work efficiently as a team.
Ariodante Valeri, Chief Commercial Officer at Alitalia said “In line with the significant improvements in service and inspired cuisine in each of the cabins, guests travelling with us will enjoy superlative décor, furnishings and amenities representing the best of Alitalia and the best of Italy.
“Seats have been redesigned in all cabins, with Business Class fully-flat seats upholstered in new Poltrona Frau leather and full-size pillows and large comforters by exclusive Italian bedding brand, Frette. Tableware has been designed by Richard Ginori. Male and female amenity kits feature exclusive products by Salvatore Ferragamo.”
New Business Class
Built around a new concept of exclusivity, Alitalia’s new Business Class introduces a restaurant-style ‘Dine Anytime’ service, along with a more personalised and unobtrusive delivery style from the cabin crew. Italian meals will be served at a time requested by the guest and will be served course by course and delivered by hand, removing the need for an aisle trolley and providing a bespoke dining experience. Another new culinary feature in Business Class is the Spuntino menu, which features a selection of delicious snacks that can be enjoyed throughout the flight.
The cuisine and beverage offering reflects the finest Italian culinary traditions, using original and seasonal ingredients and accompanied by fine wines from Italy and around the world, selected by Alitalia’s own sommeliers. Inflight tableware features Richard Ginori fine bone china and stylish silverware.
A turndown service is to be offered on all Airbus A330 and Boeing 777 flights featuring Alitalia’s fully lie-flat Business Class seats. A bedtime beverage will be offered and wakeup and breakfast time established with the guest. On shorter flights a new ‘Piccola Colazione’ quick breakfast is offered.
Seats in Business Class will be upholstered in fine leather by Italian furniture-maker Poltrona Frau, intricately stitched, and reminiscent of the interiors luxury sports cars.
Lighter secondary colour shades are used to enhance the feeling of superior quality and elegance.
New Premium Economy Class
Alitalia’s new Premium Economy Class service delivery has being significantly upgraded around the concept of “connected comfort”. It includes a welcome aperitif, hot towel, increased meal and beverage choices, including popular regional dishes and fine wines from Italy, new contemporary crockery and fine bone china tableware. Espresso coffee is now available on request, along with a selection of digestifs such as Limoncello, Amaro and Grappa. A selection of snacks is provided throughout the flight.
Soft furnishings such as pillows and blankets in the new Premium Economy cabin now reflect the airline’s attractive new branding. For added personal comfort and convenience, Frette amenity kits are now offered. On night flights a special sleep kit featuring a Frette blanket and pillow will be provided. New noise reduction headseats significantly reduce ambient cabin noise.
New Economy Class
Choice is strongly emphasised in the new Economy Class experience, which has been wholly redesigned with the aim of making guests feel at home. New refreshed Italian and international meal choices and meal tray presentation, fine wines and warm bakery items now feature. A signature Caffè service is offered as standard on long-haul flights, with freshly brewed coffee including cappuccino and a selection of herbal teas, providing more home comforts on board. A plush Frette fleece blanket and new style pillow will be placed at each seat.
Inflight entertainment (IFE) and connectivity will be upgraded across the long-haul fleet, with more entertainment options and a new Guest User Interface (GUI). Alitalia will install Panasonic GCS WiFi, LiveTV and 2G GSM connectivity and Panasonic eX2 IFE systems on all its A330 and Boeing 777 aircraft.
The cabin ambience in all three classes is being transformed with the introduction of Alitalia’s new brand elements to cabin panelling, and on soft furnishings such as curtains, headrests and cushions. The vibrant and contemporary new designs will feature on menu cards, onboard amenities and on the branding of inflight programming and reading material, including Alitalia’s acclaimed Ulisse inflight magazine, which is undergoing a complete redesign.
Pending the introduction of a new uniform in 2016, a minor modification has been applied to the current male uniform with the inclusion of a navy blue and green striped tie, and onboard leaders will now be identified by navy blue and red striped scarves and ties.
The new enhancements highlight the airline’s commitment to providing innovative and sophisticated services and products, delivered in a contemporary, fresh, and uniquely Alitalia style.