Air Peace launches customer experience representative initiative to enhance passenger service

Air Peace has introduced a new Customer Experience Representative (CXR) initiative across its domestic routes, designed to strengthen service delivery through tailored, passenger-focused engagement.

The airline’s spokesperson, Mr Efe Osifo-Whiskey, disclosed the development in a statement issued on Monday in Lagos.

He explained that the CXRs are specially trained staff who will serve as dedicated travel chaperones for select passengers, including business class travellers and members of the airline’s loyalty programme, at all domestic stations.

According to Osifo-Whiskey, the representatives will deliver personalised support from booking through to the passenger’s final destination.

“They will make personal courtesy calls to introduce themselves and guide passengers on travel procedures before flight departures,” he stated.

The CXRs will also assist passengers during check-in and boarding, provide timely updates on itinerary changes, and address travel concerns by escalating issues for rapid resolution where necessary.

Osifo-Whiskey noted that the service complements the airline’s expanding portfolio of travel support initiatives introduced in recent years.

“These include flexible payment options, comprehensive travel insurance packages, and hospitality and mobility partnerships that guarantee seamless door-to-door connections,” he added.