Terry Daly was appointed Executive Director Guest Experience for Etihad Aviation Group in March 2020.
In this role, he is responsible for overseeing the Customer Experience & Service Delivery department, which is in charge of the development of Etihad’s hard and soft products including cabin interiors, inflight entertainment, airport and lounge service standards, and food and beverage offering. In addition, he is also responsible for leading service training for frontline staff and cabin crew.
Terry previously held the role of Divisional Senior Vice President Service Delivery at Emirates Group, with accountability for all aspects of inflight customer experience. He was instrumental in establishing the airline’s award-winning service and oversaw 22,000 front-line staff.
Prior to that, Terry worked for British Airways where he held many leadership roles, including Area General Manager Middle East, North Africa, Central and South Asia, General Manager Cabin Crew Worldwide Fleet and General Manager Market Research and Performance.
Terry holds an MBA from Lancaster University in the United Kingdom.