The team at t-three embarked on a three stage discovery phase to understand Aer Lingus' vision, and how to help them achieve it. The process included one to one interviews with the management team, as well as interactive focus groups with live polling. They also scrutinised existing employee data and Skytrax results.

Following this, we worked closely with Aer Lingus to design a three tier 'Ascend' programme to take the already excellent airline to outstanding levels of customer satisfaction. The 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.