Rossen Dimitrov | Chief Customer Experience Officer
Air Italy

Rossen Dimitrov, Chief Customer Experience Officer, Air Italy

Air Italy is pleased to announce that Rossen Dimitrov will be joining the Air Italy top executive team as the Chief Customer Experience Officer.  In addition to leading the product, service, and catering aspects of Air Italy, Rossen will be responsible for leading Air Italy’s frontline groups.  Rossen will be key in defining Air Italy’s service and product standards,   playing a vital role in aligning the customer experience strategy to Air Italy’s vision, for both flight and ground services.

Air Italy Executive Deputy Chairman Marco Rigotti said: “We are proud to have Rossen in our team. Thanks to his proven track record of delivering award-winning service and industry-leading aircraft, as well as leading large teams across a variety of disciplines, he will design and improve the customer experience across all the interactions with our airline. As we progress in the work of launching our re-branded airline, our plans consists in create Air Italy as one of the most recognized airline brands in Europe”.

Rossen said: “I am excited to not only be working for a project which draws inspiration from Qatar Airways, a brand that is renowned worldwide for its quality and it’s dedication to creating memorable customer moments, but also to my European roots.  There are airlines that follow and those that lead, and I am excited to showcase to the world that Air Italy is not only reborn, but will be reborn as a leader in the aviation industry.  This is an opportunity for us to conquer established norms to showcase the new Air Italy as an industry leader”.

Rossen has worked with multiple airlines including Qatar Airways where he was key in developing its signature industry-leading business class product, Qsuite;  and more recently, at WestJet where he has been instrumental in designing the new B787 Dreamliner and defining the guest journey for WestJet’s new world. Rossen was ranked fourth on the Future Travel Experience’s “Power List 2015”, moving up to third on the list in 2016 and has recently been named to Terrapinn’s PaxEx Advisory Board.

Appearances:



Aviation Festival - Day 2 @ 14:40

Case Study: Air Italy's Customer Journey and product transformation

  • Introducing Air Italy's new world 
  • Unique challenges of completely overhauling your business model and brand 
  • Creating a consistent and fully connected on board experience 

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