Kiwi.com promotes Eliška Dočkalová to Director of Customer Experience
LONDON, 14 May 2019 – Online travel technology agency, Kiwi.com, announces the promotion of Eliška Dočkalová as Director of Customer Experience.
As part of her role, Dočkalová 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 Commercial Officer, said, “Eliška 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, Dočkalová worked for the likes of Rinck Travel Arrangements, Voyage de Luxe and private business jet charter and aircraft management company, NetJets. Dočkalová 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, Dočkalová 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, Dočkalová 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.
Eliška Dočkalová 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.
For more information and interview requests, please contact the PR team at [email protected] or on +44 161 996 4708
Kiwi.com (formerly Skypicker) was founded by Oliver Dlouhý in 2012. Powered by its proprietary algorithm that allows users to combine flights from nearly 700 airlines (Virtual Interlining), including many that do not normally cooperate, and its industry-leading Kiwi.com Guarantee, it is now the fastest growing technology company in Central Europe based on its 7,165 per cent rise in annual revenue between 2013 and 2016. It entered the 2017 Deloitte Technology Fast 500 EMEA list in 7th place, becoming the highest ever ranked Czech company. Kiwi.com today handles 50 million-plus daily search queries and offers 225,000-plus price updates per minute, allowing users to obtain the best deals via notifications and Price Alerts.