After starting service in July with just four aircraft and 23 routes, Air Canada rouge has recently grown to more than 200 Disney-trained rouge crew members (flight attendants) needed to operate a fleet that grows to 17 aircraft (four 767-300 ERs and thirteen A-319s) by March 2014 and 35 routes by June 2014. And in onboard customer surveys done in early September, rouge asked customers to rate a number of onboard elements, including the rouge crew, resulting in 95% per of customers who responded rating the crew as exceptional.
“Right from the start we decided to go with the experts in customer service, the Disney Institute in Orlando, Florida, so that our crew can learn from the best how to delight and surprise our customers onboard. We’re pleased that investment is paying off and, as we rapidly grow, we’re determined to continuously enhance the Air Canada rouge experience for travellers of all ages,” said Renee Smith-Valade, vice-president, Customer Experience.
Following six weeks of safety and regulatory training, rouge crew attend Customer Service Excellence training at the Disney Institute in Walt Disney World. Training is focused on making every customer feel special and valued and tailoring the inflight experience. According to officials, Air Canada rouge crew greet every traveller with a smile and warm welcome and use a variety of onboard products and activities to continue to engage customers, all designed to create an enjoyable, vacation-like onboard atmosphere. (http://www.aircanada.com/rouge)