Service, shaped through experience

At the beginning of each year, airBaltic organizes Customer Service Masterclasses, an anticipated event for cabin crew that goes beyond routine training.

This year marked the third edition of the Masterclasses, which welcomed nearly 200 cabin crew members to a full-day experience built around hands-on practice, tastings, and expert-led sessions. Structured into three focused parts, the day offered various perspectives on service excellence, from product immersion to communication, with one shared goal – to strengthen trust in what we offer and to support confident, genuine service that stays with our customers long after the flight.

For many customers, quality is first experienced through food. That’s why the day began with a cooking masterclass led by Linda Vilmansone, who is a food stylist and the  creative force behind many of airBaltic’s airCafe visuals. The session explored our freshly made assortment and the standards that guide its creation.

Vilmansone’s session focused on the details behind preparation. Why, for example, certain techniques are used, how presentation is shaped, and what makes a product perform well on board. Through demonstrations and practical tips, participants gained a clearer insight into the elements that ensure consistency and quality.

By preparing the products, participants developed a deeper understanding of product freshness, preparation flow, and consistency. Familiar items took on new meaning, with the wrap burger standing out as a clear favourite; it’s appreciated by crew members and is also consistently recognised by customers. On board, simplicity and care prove to be essential ingredients in every meal.

Through practical examples and open discussions, participants explored how tone, structure, and listening influence the outcome of every interaction. The session was marked by engagement and thoughtful exchange, reinforcing that effective communication is built through awareness and genuine connection both with customers and among crew members.

When conversations turn into decisions – whether recommending a product or addressing hesitation – communication is essential. So the second part of the day was dedicated to a class called ‘How to Find a Master of Communication Within Yourself’. Led by Pāvels Hafizovs of Triviums, it focused on sales-oriented communication, negotiation, and leading conversations with clarity and confidence.

The final part of the day introduced a sensory perspective through a Cocktail Masterclass led by the Obdo team, with Māris Kreilis and Jurģis Kreilis at the forefront. The session offered insight into the world of spirits and the balance of flavours behind the cocktails served on board.

By tasting and comparing various combinations, participants explored how proportions and ingredient choices shape the character of a drink. Degustation became a practical way to recognise balance and quality, and that supports confident, thoughtful recommendations on board.

Watching bartenders in action highlighted how precision, rhythm, and technique can elevate even the simplest elements. Much like in customer service, the outcome depends not only on what’s offered, but also on how it’s delivered. True mastery – practised, thoughtful, and intentional – is what turns onboard service into a lasting memory.

ALCOHOL CONSUMPTION HAS A NEGATIVE EFFECT. SELLING, PURCHASING AND HANDING OVER TO AN UNDER-AGE PERSON ARE PROHIBITED.