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Meet the Crew

They welcome you with a smile when you arrive at the airport, make sure you are comfortable, and fly you safely to your destination – time to get up close and personal with the EL AL Israel Airlines ground and flight personnel. Meet Customer Relations & Top VIP Manager, Ilanit Ninay-Lion

“To each challenge its own solution”

Name: Ilanit Ninay-Lion | Age: 50 | Marital Status : Married | Position: Customer Relations & Top VIP Manager | Years at EL AL: 28

Profile

Our mission is to find personalized solutions for each individual customer so that they keep choosing us as their airline of choice. Making this happen starts with ensuring my team’s work environment is positive and enriching so that everyone comes to work feeling enthusiastic about providing our customers with the best service possible”. What do you most love about your job? “I love learning to recognize needs and opportunities so as to constantly improve our level of service. Being able to influence the quality of the overall customer experience is truly a great feeling – there’s nothing better than starting out with a complaint and finishing with a gushing thank you letter”. Which part of your job do you find most challenging? “There are constant challenges and difficulties. Our motto is ‘keep the service simple and clever’, and our general belief is that each challenge has its own solution, no matter how complex and full of limitations the aviation world may be”. Which EL AL destination do you most enjoy flying to and why? “Thailand. It’s the ideal place for a relaxing family vacation. I also love flying to New York

Photo: Guy Kushi & Yariv Fein

where one of my childhood friends lives. It’s the best place for shopping and going out”. What do you always pack with you? “A book, bedsheets, and a towel”. What do you enjoy doing in your spare time? “I practice reiki which is an energy healing technique that promotes relaxation. It’s my favorite way of reducing stress and retrieving inner balance. I also love going to the beach”. What would you be doing now had you not joined EL AL? “I believe my vocation has always been to be of service to others. Had I not been in the aviation world I’d probably have my own wellness center”. Tips & Recommendations “One of my favorite destinations is the Thai island of Ko Samui. It’s the ultimate spot for a relaxing family vacation, and I go there almost once a year. Kids love it there and no matter how many times I go, I keep discovering new and wonderful things about it”.

What led you to join EL AL? “I served in the Air Force during military service and fell in love with the world of aviation. I looked for a way to combine that with my love of service and initially thought of becoming a flight attendant, but EL AL then offered me a position as a Frequent Flyer Club service rep and I loved it. I then went on to occupy all sorts of positions before later becoming Customer Relations and Top VIP manager, a job that I love”. What does your position entail? “Customer Relations isn’t just a job it’s a state of mind. I see my line of work as the junction of every aspect of the aviation business. A big part of my job is to be there for our top customers no matter the time of day and wherever they may be in the world.

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ATMOSPHERE SEPTEMBER 2023