Elevating customer service through masterclasses

Every great service begins with deep knowledge. That’s why, for the second year in a row, airBaltic has taken a creative step beyond routine training by implementing Customer Service Masterclasses, a unique initiative blending hands-on product immersion with expert-led sessions to elevate the customer experience at every level.

This spring, over the course of nine engaging sessions designed to be intense, inspiring, and insight-driven, more than 120 cabin crew members were selected to participate in this programme. The day was structured into three comprehensive parts, giving participants the opportunity to deepen their expertise, build confidence, and connect with our product on a whole new level.

Under the guidance of Svetlana Riškova, who is the president of Bocuse d’Or Latvia, participants rolled up their sleeves and took part in a practical pre-order meal masterclass. From creating the perfect dish to understanding the culinary trends behind customer preferences, this session connected crew members directly to the heart of our inflight dining experience.

Participants had the opportunity to prepare a three-course meal featuring the favourite pre-order meals of our passengers – teriyaki salmon, chicken Cobb salad, and cheesecake – gaining a first-hand appreciation of quality, preparation, and the care we deliver in every meal. Just like on board, all ingredients were freshly made, the methods meticulous, and the results delicious.

When passengers face discomfort or complications, reassurance from our crew members is essential. That’s why the communication training led by Didzis Grāvītis, CEO of Centurion Hospitality, focused on real-life scenarios and high-pressure problem-solving. From addressing product concerns to managing anxiety and unexpected situations, participants practised empathy, composure, and strategies for keeping satisfaction high – no matter what the skies bring. Communication and being ready for the unknown are essential, and these sessions gave our crew the tools to master these skills.

For many, the wine-tasting session stood out as a favourite, thanks to the engaging format and hands-on learning. But beyond that, the day was consistently praised for its dynamic structure, expert-led insights, and the positive, professional atmosphere it fostered. The masterclasses were described as intense but rewarding, with participants leaving not only more knowledgeable but also more connected – to the product, to the customer, and to each other. This event clearly demonstrated our commitment to empowering our crew and staying ahead in service excellence.

 The final part of the day brought a refined twist: a guided wine-tasting with Jānis Kaļķis, the president of the Latvian Sommelier Association. Crew members explored the nuances of flavour, grape varieties, and country-specific characteristics of the wines available in our onboard selection, thus building confidence in making thoughtful, professional recommendations in-flight. Kaļķis’ passion turned complexity into clarity, helping our crew turn every glass into a delightful experience.

At airBaltic, our wine selection is far from random – it’s the result of a carefully considered curation process that takes into account global wine trends, market availability, and, most importantly, passenger preferences. By staying in tune with evolving tastes and feedback, we ensure that what’s poured onboard not only complements the in-flight experience but also reflects a high standard of quality and attention to detail.