BY OLAPEJU OLUBI
Air Peace has unveiled a new customer-focused service across its domestic network, the premium Customer Experience Representative (CXR) initiative.
Designed to elevate service delivery and strengthen personal engagement, the innovation reflects the airline’s commitment to human-centered hospitality in the skies and on the ground.
The initiative introduces specially trained representatives who will serve as dedicated travel chaperones for Business Class passengers and members of the airline’s loyalty programme.
According to Air Peace, the CXRs are “committed to providing hands-on personalised assistance from the moment of booking to the final destination,” ensuring that premium passengers enjoy seamless journeys.
These representatives will initiate courtesy calls to guide travellers through procedures before flight departures, receive and support them at the airport, and assist in navigating check-in and boarding processes.
They will also proactively share updates or changes to itineraries, attend to concerns, and escalate issues swiftly when required.
Beyond logistics, the CXRs are expected to provide thoughtful touches — from refreshment assistance to entertainment guidance — all while embodying what the airline describes as “the warmth, efficiency, and professionalism that define the Air Peace brand.”
The CXR service builds on a series of passenger-friendly innovations the airline has introduced in recent years.
These include flexible payment options such as the Pay Small Small plan for ticket purchases, comprehensive travel insurance packages, and hospitality and mobility partnerships that ensure smooth door-to-door connections.
By unveiling the new customer experience programme, Air Peace said it is positioning itself not just as a reliable and safe airline but also as a market leader in personalised travel.
The carrier affirmed that the initiative reflects its broader vision of “curating holistic travel experiences for the Nigerian flying public and beyond,” setting a new benchmark in the domestic aviation space.
