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.
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:
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 :
Marc Giles, Guest Standards & Engagement Manager, Aer Lingus