Pictured (left to right): Katrin Rieger, VP Customer Experience and Product, Eurowings; and Maryann Simson, director, APEX Media.

Pictured (left to right): Katrin Rieger, VP Customer Experience and Product, Eurowings; and Maryann Simson, director, APEX Media. Photo: Stephanie Taylor

At a time when most airlines are investing in some kind of digitalization program, Eurowings has proved that sometimes improving the passenger experience simply requires transparency and good old-fashioned human resources.

While Eurowings struggled to integrate Air Berlin’s aircraft and employees into its business last summer, operations suffered and the carrier’s Net Promoter Score (NPS) dropped below 10 points as a result.

During World Aviation Festival 2019, Katrin Rieger, Eurowings’ VP Customer Experience and Product, spoke to director of APEX Media Maryann Simson about the techniques used by the airline to improve its NPS to over 50 points by the beginning of 2019.

APEX @ is made possible by the support of West Entertainment.