Emirates outlines $2 billion customer experience investment

11 Aug 2022 by Mark Caswell
Emirates first class cinema snacks

Emirates has provided details of what it says is a $2 billion investment in its inflight customer experience.

A significant part of this is taken up by plans to upgrade cabin interiors across all classes, with retrofitted or reupholstered seats, and new panelling and flooring.

The works also include the continued rollout of the carrier’s premium economy seating, which will eventually feature on over 120 A380 and B777 aircraft.

Emirates said that the first aircraft is scheduled to roll into its engineering centre for retrofitting in November.

Emirates vegan dish

Meanwhile the airline has announced a raft of inflight dining changes, with new first class menus launching this month, followed by economy and business class in September.

There is also a new vegan menu with dishes including pan-roasted king oyster mushrooms, jackfruit biryani and sliced kohlrabi garnished with burnt orange, and first class customers can now order cinema snacks including lobster rolls, sliders, edamame, and salted popcorn, as well as “unlimited portions of Persian caviar as part of the ‘dine on demand’ service”.

As previously reported Emirates Flight Catering recently opened the world’s largest vertical farm, will produce more than 1 million kg of leafy greens annually for the group including lettuces, arugula, mixed salad greens.

Emirates flight catering opens world’s largest vertical farm

Finally the carrier has partnered with hospitality management school Ecole hoteliere de Lausanne to create cabin crew training programmes around the pillars of Excellence, Attentiveness, Innovation and Passion.

Emirates said that “more announcements about new products and services” would be released in the near future.

Commenting on the news Sir Tim Clark, president of Emirates Airline, said:

“While others respond to industry pressures with cost cuts, Emirates is flying against the grain and investing to deliver ever better experiences to our customers.

“Through the pandemic we’ve continued to launch new services and initiatives to ensure our customers travel with the assurance and ease, including digital initiatives to improve customer experiences on the ground.

“Now we’re rolling out a series of intensive programmes to take Emirates’ signature inflight experiences to the next level.”

Emirates first class caviar and champagne
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