Aer Lingus

Transformational Change

Maintaining excellence at Aer Lingus

AL Logo

The national airline of Ireland, Aer Lingus, aims to be the leading value carrier across the North Atlantic. Keen to maintain their status as the highest rated airline in Ireland, Aer Lingus wanted to upskill their employees, increase consistency and continue to be as competitive as possible on price and service.

Diagnosis and Discovery

The team at t-three embarked on a three-stage discovery phase to understand Aer Lingus' vision, and how to help them achieve it. This included:

  • 1:1 strategic interviews with the management team
  • Interactive focus groups with live polling
  • Scrutinising existing employee data and Skytrax results

design and delivery

Following the diagnostic phase, t-three continued to work closely with Aer Lingus to determine the design of the programme and its delivery. The three-tiered 'Ascend' programme was designed to take an already excellent airline to outstanding levels of customer satisfaction. The L&D programme was segmented by role type with highly relevant, experiential interventions tailored specifically to each group of staff and the new, desired behaviours they should exhibit.

Several metrics were used to evaluate the success of the programme, including :

  • Highest ever staff rating for service training programmes at Aer Lingus
  • Improvement in Net Promoter Score represented a record high for Aer Lingus. Their likely-to-recommend score was 3x higher than that of other major airlines Aer Lingus competes with
  • Aer Lingus' operating profit increased by 36 million euro in 2017

Some programmes provide a broad overview then rely on attendees to interpret the content. But t-three's trainers made sure everything was tailored specifically to our cabin crew's needs and our organisational objectives.


Marc Giles, Guest Standards & Engagement Manager, Aer Lingus