At the airline’s base in the capital of Latvia, bringing services in-house has resulted in a tailored airBaltic controlled service from check-in to take-off and during flight, better control over handling processes, improved coordination and communication.
Since bringing services in-house ground handling punctuality has increased from 82.6% to 97.5%.
Laura Vecvanaga-Puķīte, Senior Vice President Ground Operations and Customer Care at airBaltic, said: “Recovery from the world’s deepest aviation crisis, caused by the pandemic, has given us opportunities to revise our products and services – in order to more productively focus on delivering the core brand values. Thus, a successful example is the takeover of the key ground handling processes in Riga with an average of 90 daily flight movements.”
She added: “It has shown an outstanding increase in performance and handling results, ensuring that airBaltic can assure a seamless customer service and act more efficiently on other operations. Moreover, the implementation of the new model has made 112 new jobs.”
