Dana Alviene assumes as senior vice president of customer delivery at Avianca

• Her arrival will undeniably enhance our service delivery processes aiming to maintain the promise of customers value.
• Recently, Avianca has strengthened its indicators, proved by its recognition as the third most punctual airline worldwide in the latest report by Cirium, the world's largest aviation data firm. 

Bogota, May 3^rd, 2023. On April 27^th, Dana Alviene became Avianca's Senior Vice President of Customer Delivery.

Dana has more than 20 years of experience focusing on the air transportation sector, she has worked with companies such as JetBlue Airways and Southwest Airlines. At Avianca, she'll oversee leading the service delivery processes, both onboard and on the ground.

"I’m very excited to join the team and generate even more value in the customer experience. Avianca has recently demonstrated unprecedented indicators in terms of punctuality and service, so the challenge will undoubtedly be. to keep maintaining them and focusing on delivering a responsive, empathetic, and consistent service to those who choose us for their travels," said Dana Alviene, Avianca's Senior Vice President of Customer Delivery.

Indicator balance:

• Punctuality: Before the pandemic, the On Time Performance (OTP) indicator was 78%. Today Avianca is the sixth most punctual airline in the world (Cirium 2022), with a punctuality indicator of 84%.
• Service: During the pandemic, the response time in the Contact Center was 16 minutes. Today, on average, Avianca answers calls in 2 minutes.
• Baggage handling: Between 2019 and 2022 there has been a 50% reduction in baggage irregularities. In 2019 the indicator showed four passengers with baggage irregularities for every 1,000 passengers transported, and in 2022 this figure decreased to two for every 1,000 passengers transported.