Etihad Airways: We have passengers in Residence on almost every flight

The Residence has been in operation since December 2014 on Etihad's Airbus A380, which is currently deployed on the route Abu Dhabi-London. From this summer, the Airbus A380 will be put into service from Abu Dhabi to Sydney, and in December, to New York. Etihad's German marketing manager has told BusinessClass.co.uk that the products reception has been very positive and that the vast majority of flights between Abu Dhabi and London have had bookings for The Residence. We also got the opportunity to talk to one of the 13 butlers who work on board, who also confirmed that there were few flights where he was not needed. It is the butler who takes care of all the catering and service in The Residence, and together with the purser and the captain, the butler is one of the only people who knows who is occupying The Residence during the flight. The captain knows that he has ultimate responsibility for the flight and, depending on who the passenger is, there may be safety issues to consider. - Other members of the cabin crew do not know who it is and I must not talk about it, explained the butler.

Etihad's The Residence - Combined dining room and living room We asked what type of passengers frequented The Residence during the months since the product was launched. - In contrast to what many believe, there has not been many celebrities, royalty or sheikhs from the Gulf. On the contrary, it has mostly been ordinary but well-off people, either those who want to treat themselves to something extra luxurious, or those who just want a painless trip and can afford to pay for it. Some passengers want the full experience on board, with everything that entails, and other passengers required minimal amount of work from myself. They go to bed right away when they come on board, eat breakfast and pass through without making much noise. The Residence can be booked for either one or two people, but in most cases the apartment is booked by a couple travelling together. Those who book The Residence gain access to a special hotline where they can get help with just about everything regarding their flight. One can, for example, determine what food they wish to eat on board and which wine they want to drink. - In the way of food, we can fix up virtually anything, just as long as it is requested in good time. Normally, as a passenger in The Residence you can call our service desk and leave requests, although there is always a standard menu to order from. On board, our galley coordinator manages the cooking and preparation of the food, while it is me, the butler, who is in charge of serving.

Breakfast on the bed in Etihad’s The Residence As a passenger in The Residence, other details of your flight can be customised to your taste. For example, a favourite brand of toilet products can be provided in the bathroom, or special bedding can be fitted on the bed. - A passenger once wanted a PlayStation on-board connected to the TV in the living room. We made it happen. One can also decide on the lighting in The Residence as it can be regulated with the help of the cabin’s mood lighting. Becoming a butler in The Residence requires solid experience in the service industry. - I worked for several years in the hotel industry in Germany, for several large hotels, but finally became tired of it. I applied at Etihad and was  hired. I subsequently advanced gradually to the position of Food & Beverage Manager, responsible for food and drink on board, which in itself requires several years of experience. When The Residence was launched I was offered the job as butler. We went to London in the autumn for our education, two weeks at a university in West London and a week at the Savoy Butler Academy. The Residence is currently available on Etihad's Airbus A380, located upstairs at the front of the aircraft, with one apartment per aircraft.

Etihad’s ‘The Residence’

Etihad’s ‘The Residence’

Butlers of Etihad’s ‘The Residence’ outside the Savoy Butler Academy