Air Malta has organised a two-day workshop on in-flight service delivery and onboard product. The workshop entitled, ‘Masters of The Maltese Experience – Shaping Air Malta’s Service for the Future’, was facilitated by in-flight service experts Michael Wahl and Michael Raasch.

With onboard service playing a vital role in the overall in-flight experience, being able to offer Air Malta passengers the best service at the right budget whilst offering products that customers want is fundamental for the airline. This is essential especially at this time when Air Malta is undertaking a major restructuring exercise.

The workshop held at the San Antonio Hotel & Spa in Qawra, brought together several Air Malta staff in a highly participative workshop from amongst cabin crew, ground services, market research and commercial as well as Sky Gourmet (Malta), Air Malta’s in-flight catering contractor. The workshop included discussions, team activities, brainstorming sessions and creative sessions where participants were asked to design in-flight product offerings for Air Malta customers.

The main objective of the workshop was to generate innovative and customer-oriented solutions to the in-flight service delivery as well as onboard product designs with a view to align the airline’s inflight experience with customer expectations. It also forms part of the initiatives the airline has embarked on to restructure its products and services to better service its customers.

Workshop participants discussed various questions including, “What are the right in-flight products for Air Malta?”, “How can the in-flight experience be improved?” and “How can Air Malta get the right mix between, choice, quality, budget and passengers’ needs?”

Air Malta believes that further development of the solutions in these areas will help the airline to obtain a unique selling proposition that differentiates it from other airlines on the market and most importantly meet or exceeds customers’ expectations.

Speaking about the workshop Philip Saunders, Air Malta’s Chief Commercial Officer said, “Air Malta has an opportunity to develop a completely new in-flight service philosophy. Through this exciting workshop our staff had the opportunity to brainstorm and come up with innovative ideas to change our in-flight products and services. We believe that we are on the right track to re-define the future of Air Malta’s in-flight experience and deliver services and products that customers really want.”

Air Malta is not looking to operate a low cost model type airline but a leisure destination focused carrier that is intrinsically tied to the Maltese islands. This workshop is part of the wider restructuring efforts being spearheaded by Air Malta to overhaul its services, reduce costs, increase revenue and simplify its business.