Etihad Airways’ dedicated crew briefing centre at Abu Dhabi International Airport is a key part of the airline’s strategy to enhance efficiency through the use of technology.
Located out of sight of passengers in a secured facility next to the airport, this purpose-built crew terminal is the most advanced of its kind in the region. Before the centre opened last October, Etihad’s cabin crew had to check in and go through security procedures at the airport with the passengers. Now, they have their own one-stop shop behind-the-scenes – complete with a staff-only duty free shop, a napping room and laundry and dry cleaning services.
“We’re providing the same experience here for our staff as the airport is providing for the passengers,” said Etihad’s vice president of flight operations, Majed Al Marzouqi. Etihad is still continuing to expand the centre, which will carry on operating when the new Midfield terminal opens, scheduled for December 2017.
“We’re also doing a feasibility study for a different facility near the new airport – I know there is land reserved for it,” said Mr Al Marzouqi.
For the 2,250 flight crew and 5,800 cabin crew who use the centre every day, their journey starts when they swipe their ID cards in at one of 11 high-tech kiosks at the entrance.
“Here’s where they input all the required questions into the system, such as ‘Are you medically fit to fly?’ and ‘Do you have all your documents?’” said Mr Al Marzouqi. “If you’re on a flight with a layover, the machine prints you a baggage tag too. ”
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The new check-in technology is integrated with Etihad’s pilot and cabin crew rosters, which they can view on a mobile app to check where they’re flying to each month.
“The crew can find all the information they need on the application,” said Mr Al Marzouqi. “We’re slowly reducing the paperwork we have on board our aircraft.”
Next stop is one of 20 briefing rooms, where all the flight details will have been uploaded on to a giant screen. “This is where the cabin crew are introduced to each other, and where they review the flight details together,” said Mr Al Marzouqi. “The pilots brief cabin crew about altitude, and any turbulence they’re expecting. Trips always involve challenges, but it’s about how we manage those challenges as a team.”
According to the centre’s manager, Rashid Abdulhamid Omar, the new technology has trimmed eight minutes off the entire check-in process. “It now takes 12 minutes instead of 20 minutes, because some issues that used to be covered during the briefing are now covered on the check-in machines,” he said.
Staff then move through the immigration station, which employs the same ‘E-gate system’ used in the main airport. There’s no eye scanning done here yet, but that’s on the cards, said Mr Al Marzouqi.
The security process normally takes 20 seconds, unless staff are taken into a drugs and alcohol testing room for a random spot check. After that they board a bus, which their suitcase is already loaded on to, and are driven to their aircraft.
Although a handful of other airlines boast similar staff facilities, Etihad claims what is unique about its set-up is that the crew also get access to a range of other handy services on the upstairs level, including HR and IT offices.
Previously, Etihad’s performance managers were based at the airline’s headquarters in Khalifa City A, so meetings between flying staff and their superiors used to take place on people’s days off.
“We’re now all based here at the centre, so we engage with the flight staff a lot more,” said Mr Al Marzouqi. “This is a huge advantage, as we feel more like part of a team.”
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