7 March 2013
Air New Zealand appoints new GM Customer Experience
Air New Zealand has appointed Calum Laming to the newly created role of General Manager Customer Experience.
Mr Laming joins Air New Zealand from Abu Dhabi where he was most recently Head of Guest Experience for Etihad Airways,
the national airline of the United Arab Emirates. He joined Etihad initially to manage its First and Business Class
customer experience before taking on overall responsibility for the strategic development of the airline’s entire
Laming has previously held senior customer experience and marketing roles at Virgin Atlantic and Procter and Gamble. He
also has a strong operational background in airlines having held a number of in-flight and ground roles with British
Airways’ low cost carrier, Go.
Air New Zealand Chief Executive Officer Christopher Luxon says Mr Laming was appointed to the role after an extensive
“Calum is a true industry leader and brings extremely valuable knowledge and experience to Air New Zealand. He will work
closely with key partners across the business to further enhance our customer experience and ensure greater consistency
across our on-the-ground and in-flight customer touch points,” says Luxon.
Laming says he is delighted to be joining Air New Zealand as General Manager Customer Experience.
"Air New Zealand has an enviable global reputation and operates to very high standards. I look forward to working with
the airline’s team of industry experts at this exciting time in the airline's history to enhance an already strong and
internationally renowned customer experience.”
Laming holds a Masters of Arts in Modern and Medieval Languages from St. Catharine’s College, University of Cambridge as
well as a Masters of Science in Air Transport Management from the highly respected Air Transport Department of Cranfield
University, which included a thesis focused on an analysis of customer experience within today’s aviation industry.