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Case Study Etihad Airways

Etihad Airways – Enhancing Travel Experience with Global Meet and Assist Booking System Powered by Webkul

Platform Adobe Commerce
Industry Travel
Country United Arab Emirates

Webkul, a leading technology solution provider, worked for National Aviation Services (NAS), a global airport services company to develop and implement the Global Meet & Assist service.

In this case study we will explore how the airport meet assist booking system, is helping Etihad Airways passengers to streamline the airport experience, providing personalized assistance and priority services at airports worldwide.

Etihad Airways – An Overview

Etihad Airways, the UAE’s national airline, is a leading global carrier since 2003. With a focus on luxury, exceptional onboard experiences, and an extensive network, Etihad Airways has become synonymous with top-notch service.

Image © Etihad Airways

Operating from Abu Dhabi International Airport, the airline offers over 80 destinations worldwide, utilizing a modern fleet that includes the Airbus A380 and Boeing 787 Dreamliner.

Moreover, from their award-winning First and Business Class cabins to their comfortable Economy Class, Etihad prioritizes passenger comfort, entertainment, and gourmet dining, ensuring a remarkable travel experience for all passengers.

What is Global Meet & Assist Service?

The primary objective of the Global Meet & Assist service is to offer travellers a hassle-free and comfortable airport experience, from check-in to boarding, by providing dedicated agents, personalized signage, priority check-in, and security clearance.

airport meet assist booking

The airport meet and greet service aimed to cater to frequent flyers, celebrities, high net-worth individuals and also first-time travellers, ensuring their journey began on a positive note.

These services are also particularly useful for those who are unfamiliar with the airport, have limited mobility, are travelling with children, or require extra assistance due to a disability or other circumstances.


NAS collaborated closely with the Webkul team to design and develop a customized booking solution built on top of the Magento 2 e-commerce platform and further integrated various modules:


Also to mention that the airport concierge booking platform is connected with various airport systems to access flight information, airport resources, and service provider availability. Key features of the platform included:

Airport Concierge Booking System

Webkul developed a user-friendly online booking system where travellers could enter their flight details with dropdown options and select their preferred service package. The platform provided real-time availability information for almost 50 airports globally.

airport meet assist booking

Custom Service Packages

The platform offered three service packages: Meet & Assist, Meet & Assist Plus, and Meet & Assist VIP.

Each package provided different levels of assistance, including dedicated agents, personalized signage, priority check-in and security clearance, and access to airport lounges.

airport meet assist booking

The VIP package in Abu Dhabi included exclusive access to the VIP Terminal and luxury transport to the aircraft. The passengers can even select their preferred vehicle during the online checkout process.

Airport Meet & Assist Booking Solution – Benefits

The implementation of the Global Meet & Assist service will be yielding several positive outcomes. Travellers using the service will get a significant improvement in their overall airport experience.

The dedicated agents, priority services, and personalized assistance will alleviate stress and ensure a smooth journey through the airport.


With priority check-in, security clearance, and fast-track access, travellers will experience reduced wait times, allowing them to spend more time relaxing or attending to other tasks before their flights.

This will also help Etihad Airways tap into new customer segments, including frequent flyers and families.


The collaboration between NAS and Webkul resulted in the successful implementation of the Global Meet & Assist service, revolutionizing the airport experience for travellers.

Thanks to the user-friendly airport meet assist booking platform, along with personalized assistance and priority services, travellers will be able to enjoy a stress-free journey.

As a result, the positive outcomes, including enhanced traveller experience and business growth, clearly showcases the effectiveness of the Global Meet & Assist service developed by Webkul in creating a delightful airport experience.

Read another great case study of Hong Kong Airport Authority, HKairportshop, a click-and-collect airport platform powered by Webkul Marketplace solution.

Disclaimer – Please note all the images and content used in this article belong to their respective copyright owners. If you have any issues or complaints related to this article, please send us an email at [email protected].
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