Kiwi.com promotes Eliska Dockalova to Director of Customer Experience
Online travel technology agency, Kiwi.com, announces the promotion of Eliska Dockalova as Director of Customer Experience.
As part of her role, Dockalova will be responsible for the customer experience delivered across the global business working with respective vice presidents and directors. A huge focus will be building on the strong ‘customer first’ mindset given to passengers by Kiwi.com, as well as driving further improvements to deliver excellent customer experience to its passengers.
Kamil Jagodzinski, KIwi.com’s Chief Customer Officer said, “Eliska has proved herself time and again and I’m delighted that she takes this expanded role in which she will drive the business forward and at a critical time in our growth.”
Building extensive experience in customer service across both hospitality and aviation, Dockalova worked for the likes of Rinck Travel Arrangements, Voyage de Luxe and private business jet charter and aircraft management company, NetJets. Dockalova joined Kiwi.com in 2015 when the customer service department made significant changes and has been part of the team responsible for taking Kiwi.com customer service experience to the next level.
Since joining Kiwi.com , Dockalova has played an integral part of the Kiwi.com success story in the area of customer service, having decreased complaints and increased satisfaction ratios. She then worked on extending the Kiwi.com service to include the Kiwi.com Guarantee. The market leading Kiwi.com Guarantee protects customers from flight delays cancellations and schedule changes, and – if relevant – contributes to the customers transfers, overnight accommodation and food and drink. In 2018, Dockalova led the Customer Service Innovation team focusing on operational excellence, improvements within the self service area and helped increase an improved self service rate within Kiwi.com’s Voice Assistant.
Eliska Dockalova said: “I’m extremely excited to be moving into the stage of my career with Kiwi.com. The department has been continuously expanding in parallel with Kiwi.com’s exponential growth over the past few years. I have a lot of plans for the customer experience functions of the business which I’m rolling out in conjunction with the team and other areas of the business..”
Headquartered in Brno, Czech Republic, Kiwi.com is an online travel technology agency with ground-breaking Virtual Interlining Technology, allowing customers to combine flights from non-cooperating airlines onto a single itinerary.