Oman Air has created a new Chief Guest Experience Officer position to centralise responsibility for passenger experience across the Muscat-based carrier. The role will oversee booking, airport services, onboard catering, loyalty and passenger-feedback analysis, bringing customer-facing functions under one executive in a move aimed at improving consistency across the travel journey.
The post appears to be a first for the airline and is designed to link operational data with service decisions more directly. Rather than leaving experience management split across separate departments, the new executive will coordinate the full guest journey, from reservation through to the airport and cabin.
The development reflects a wider shift across premium and network airlines, where customer experience is increasingly treated as a board-level priority rather than a support function. For Oman Air, the change also fits a broader effort to strengthen service delivery in a competitive Gulf market where product consistency and loyalty are key differentiators.