Our crew engagement is best in class

Motivating and exhilarating crew is an integral part of any onboard retail programme

Crew engagement

Our dedicated teams that work with airlines crews, across the world, have enabled us to understand how to engage, train and motivate our partner’s front-end force. We focus on target and performance based incentive programmes, which drive revenue while at the same time create an environment of excitement and exceptional passenger service and experience. Our programmes have the ability to add to the airline partner’s existing initiatives, so as to be an employer of choice.

As the first point of contact with the passenger, it’s imperative that the crew are equipped with the knowledge and skills to offer a seamless duty free and inflight retail service. As a result, we believe in supporting and enabling crew through our training and offering recognition for delivering excellent customer service.
We are able to provide comprehensive crew training, both in person through classroom training as well as via our e-learning and other initiatives. This training covers product knowledge and selling techniques, as well as the full duty free sales process itself, including the use of the EPOS (Electronic Point Of Sale) device.

Ongoing training

AT TIRS, we will also host a supplier roadshow before each product range change to showcase the new products available, enabling knowledge transfer directly from the suppliers to the crew.

Ongoing training and support is also provided onsite. We are present in crew waiting areas to refresh knowledge and to answer any crew questions, that may arise. To enhance this we have a team of dedicated resources to drive engagement.
We also host our annual Tourvest Ambassadors and Sales Person Awards (TASPA), involving a three-day training and assessment programme, culminating in the winners of each element being recognised and rewarded at a gala dinner. This is attended by airline and crew leadership in a show of support for crew commitment and has become a globally renowned event within the industry.

Crew Engagement