Nigeria’s leading airline, Air Peace, has unveiled a new service innovation aimed at redefining air travel for its premium passengers. The airline announced the launch of its bespoke Customer Experience Representative (CXR) initiative, a service designed to provide personalised, hands-on assistance for Business Class travellers and loyalty programme members across its domestic network.
In a statement released this week, the carrier explained that the initiative reflects its commitment to elevating service delivery through human-centred engagement. According to Air Peace, the CXRs will function as dedicated travel chaperones, ensuring that select passengers enjoy seamless, worry-free travel from the point of booking until they arrive at their final destinations.
“This development reflects our commitment to elevating service delivery through personalised and human-centred engagement,” the airline said.
Redefining Passenger Support
Air Peace revealed that the newly introduced CXRs are specially trained individuals who will act as go-to support personnel for Business Class and loyalty passengers. Their role is not limited to airport interactions but spans the entire travel journey.
“The Customer Experience Representatives will provide hands-on, personalised assistance from the moment of booking to the final destination. They will initiate courtesy calls, support travellers through check-in, boarding, and flight experiences, while also addressing passenger concerns with empathy and efficiency,” the airline explained.
According to the airline, CXRs will play a critical role in strengthening passenger confidence and loyalty, especially at a time when personalised service is becoming increasingly important in the global aviation industry.
How the CXR Service Works
Air Peace provided a detailed outline of how the initiative will function. First, CXRs will establish a direct relationship with assigned passengers by initiating personal courtesy calls ahead of flights. During these calls, they will introduce themselves, provide travel tips, and guide customers through procedures such as check-in requirements, documentation, and airport logistics.
At the airport, CXRs will be on hand to personally receive passengers, guiding them through the often time-consuming check-in and security processes. They will also provide boarding assistance, ensuring that Business Class and loyalty travellers enjoy a smooth and stress-free experience.
Additionally, these representatives will maintain proactive communication with passengers, updating them about itinerary changes, delays, or any special arrangements required. When concerns arise, CXRs will escalate issues swiftly to ensure they are resolved without disrupting the customer’s travel plans.
Beyond the basics, the representatives will also deliver thoughtful touches such as refreshment assistance and entertainment guidance on board, embodying the warmth and professionalism that Air Peace says defines its brand.
Raising the Bar in Customer Service
The airline emphasised that the new initiative is not just about premium service but about setting a new industry benchmark. It positions Air Peace as a carrier that goes beyond providing reliable flights, by focusing on deeply personalised travel experiences.
“This new service complements a growing suite of travel support innovations we have introduced over the past few years,” Air Peace said.
Among these innovations are:
- Flexible Payment Options: The Pay Small Small initiative allows passengers to pay for flight tickets in instalments, making air travel more affordable and accessible.
- Travel Insurance Packages: Designed to provide coverage and peace of mind for passengers throughout their journey.
- Hospitality and Mobility Partnerships: Collaborations that ensure smooth door-to-door connections, offering customers an integrated travel experience.
These steps reflect Air Peace’s determination to maintain leadership in Nigeria’s competitive aviation sector while expanding its regional and international footprint.
Growing Regional and Global Footprint
Air Peace’s unveiling of the CXR initiative comes at a time of significant growth for the airline. In January, the carrier expanded its regional network with the commencement of flights to Abidjan and Cotonou, strengthening its West African connectivity.
The airline also earned praise for its Lagos-London service, which was launched to great acclaim. Nigeria’s Minister of Aviation and Aerospace Development, Festus Keyamo, described the experience as “awesome,” urging Nigerians to patronise Air Peace for international travel.
The introduction of CXRs adds another layer to this success story, reflecting a forward-thinking strategy that prioritises not only operational excellence but also customer satisfaction.
Industry Reactions
Industry stakeholders have commended Air Peace’s move, noting that it raises service expectations across the Nigerian aviation sector. Travel analysts say the initiative will likely deepen customer loyalty, particularly among Business Class passengers, who often prioritise seamless experiences when choosing an airline.
One industry observer noted: “In a market where price competition is fierce, service innovation becomes a key differentiator. Air Peace’s Customer Experience Representatives will likely create a stronger bond between the airline and its most valued customers.”
Passengers themselves have expressed excitement about the new offering. Frequent flyers in Nigeria have long complained about the lack of personalised assistance in domestic aviation. For many, the initiative demonstrates that Air Peace is listening to its customers and adapting to global best practices.
A Culture of Innovation
The CXR programme also aligns with Air Peace’s broader corporate culture, which places innovation at the heart of its operations. The airline has consistently introduced initiatives to improve efficiency, safety, and customer service, building its reputation as a trusted brand.
Air Peace has also invested heavily in fleet expansion and operational resilience. With new aircraft acquisitions and maintenance strategies, the airline has positioned itself to compete not only domestically but also in international markets where customer expectations are even higher.
By introducing CXRs, the airline is sending a clear signal: customer experience is as important as reliability and safety.
Conclusion
Air Peace’s Customer Experience Representative initiative represents a bold step in personalising Nigerian air travel. By assigning trained chaperones to Business Class and loyalty passengers, the airline is enhancing not only the technical aspects of travel but also the human connection that defines memorable journeys.
The initiative, which spans courtesy calls, airport navigation, proactive communication, and in-flight support, reflects a holistic vision of aviation service. It shows that Air Peace is not content with being known solely for safe and reliable flights; the airline wants to be remembered for raising the bar in personalised, world-class customer care.
As the airline continues to expand across Africa and beyond, innovations such as the CXR programme will ensure it remains a market leader and a source of national pride. For passengers, the message is clear: with Air Peace, flying is no longer just about reaching a destination—it’s about experiencing travel with warmth, efficiency, and attention to detail.
