Air New Zealand has appointed Calum Laming to the newly created role of General Manager Customer Experience.
Mr Laming joins Air New Zealand from Abu Dhabi where he was most recently Head of Guest Experience for Etihad Airways, the national airline of the United Arab Emirates. He joined Etihad initially to manage its First and Business Class customer experience before taking on overall responsibility for the strategic development of the airline’s entire customer journey.
Laming has previously held senior customer experience and marketing roles at Virgin Atlantic and Procter and Gamble. He also has a strong operational background in airlines having held a number of in-flight and ground roles with British Airways’ low cost carrier, Go.
Air New Zealand Chief Executive Officer Christopher Luxon says Mr Laming was appointed to the role after an extensive worldwide search.
“Calum is a true industry leader and brings extremely valuable knowledge and experience to Air New Zealand. He will work closely with key partners across the business to further enhance our customer experience and ensure greater consistency across our on-the-ground and in-flight customer touch points,” says Luxon.
Laming says he is delighted to be joining Air New Zealand as General Manager Customer Experience.
"Air New Zealand has an enviable global reputation and operates to very high standards. I look forward to working with the airline’s team of industry experts at this exciting time in the airline's history to enhance an already strong and internationally renowned customer experience.”
Laming holds a Masters of Arts in Modern and Medieval Languages from St. Catharine’s College, University of Cambridge as well as a Masters of Science in Air Transport Management from the highly respected Air Transport Department of Cranfield University, which included a thesis focused on an analysis of customer experience within today’s aviation industry.
Issued by Air New Zealand Public Affairs ph +64 21 747 320
Air New Zealand is proud to be a member of Star Alliance. The Star Alliance network was established in 1997 as the first truly global airline alliance to offer worldwide reach, recognition and seamless service to the international traveller. Its acceptance by the market has been recognised by numerous awards, including the Air Transport World Market Leadership Award and Best Airline Alliance by both Business Traveller Magazine and Skytrax. The member airlines are: Adria Airways, Aegean Airlines, Air Canada, Air China, Air New Zealand, ANA, Asiana Airlines, Austrian, Avianca, TACA Airlines, Brussels Airlines, Copa Airlines, Croatia Airlines, EGYPTAIR, Ethiopian Airlines, LOT Polish Airlines, Lufthansa, Scandinavian Airlines, Shenzhen Airlines, Singapore Airlines, South African Airways, SWISS, TAM Airlines, TAP Portugal, Turkish Airlines, THAI, United and US Airways. EVA Air has been announced as future member. Overall, the Star Alliance network offers more than 21,900 daily flights to 1,329 airports in 194 countries.