Ethiopian Upgrades Premium Services to Boost Customer Satisfaction

Addis Ababa, December 18, 2025 (ENA) —Ethiopian Airlines has reinforced its commitment to service excellence as it moves to enhance customer satisfaction and protect its global standing in an increasingly competitive aviation market.

In an exclusive interview with the Ethiopian News Agency, Managing Director of Ground Services at Ethiopian Airlines Group, Gemechis Tujuba, said the airline places continuous improvement at the center of its strategy.

“Our strategic goal is to consistently meet and exceed customer expectations through continuous service improvements,” he stated.

As part of this effort, the airline has recently inaugurated a new state of the art premium lounge at Addis Ababa Bole International Airport. Gemechis said the facility represents a major investment of 16 million US dollars and reflects the airline’s long-term focus on elevating the passenger experience.

 

 

With the capacity to serve up to 1,000 passengers at the same time, he noted that the new lounge is now the largest and most modern facility of its kind at the airport.

While Bole International Airport already hosts Premium, Business Class and Silver lounges, he said the new addition sets a higher benchmark for comfort, exclusivity and service quality.

Gemechis further explained that aviation is, by its very nature, a highly competitive industry where airlines must constantly innovate to stay ahead.

According to him, offering world class facilities, the first of their kind in Africa, gives Ethiopian Airlines a clear competitive advantage.

 

 

Sustained success depends on continuous investment in quality, efficiency and passenger focused services, he noted.

“Our premium passengers will receive premium service that turns travelers into permanent customers, so people from across the globe will prefer to travel particularly to Addis Ababa and, as a whole, across Ethiopia,” he stated.

The Managing Director added that the enhanced premium services will significantly improve the overall customer experience while adding tangible value to the airline’s service offering, further strengthening Ethiopian Airlines’ position in regional and global markets.