Kiwi.com promotes Eliška Dočkalová to Director of Customer Experience

New role will drive customer-first mindset across Kiwi.com

We are proud to announce the promotion of Eliška Dočkalová to Director of Customer Experience.

As part of her new role, Dočkalová will be responsible for the customer experience delivered across the global business and working with the respective vice-presidents and directors.

Dočkalová’s focus will be building upon the strong customer-first mindset given to passengers by Kiwi.com, as well as on driving further improvements to our delivery of an excellent customer experience to our passengers.

Dočkalová said: “I’m extremely excited to be moving into the next stage of my career with Kiwi.com.

“The department has been continuously expanding in parallel with Kiwi.com’s exponential growth over the past few years.

“I have a lot of plans for the customer experience functions of the business which I’m rolling out in conjunction with the team and other areas of the business.”

Building extensive experience in customer service across both hospitality and aviation, Dočkalová previously worked for Rinck Travel Arrangements, Voyage de Luxe and private business jet charter and aircraft management company, NetJets.

Dočkalová joined Kiwi.com in 2015 when the customer service department made significant changes. She has been part of the team responsible for taking Kiwi.com’s customer service experience to the next level.

Kamil Jagodzinski, Kiwi.com’s Chief Commercial Officer, said: “Eliška has proven herself time and again and I’m delighted that she takes this expanded role in which she will drive the business forward at a critical time in our growth.”

Since joining Kiwi.com, Dočkalová has played an integral part of our success story in the area of customer service, having decreased complaints and increased satisfaction ratios. She then worked on extending the Kiwi.com service to include the Kiwi.com Guarantee.

The market-leading Guarantee protects customers from flight delays, cancellations and schedule changes, and — if relevant — contributes to the customer’s transfers, overnight accommodation and food and drink.

In 2018, Dočkalová led the Customer Service Innovation team who were focused on operational excellence, improvements within the self-service area and helped increase an improved self-service rate with Kiwi.com’s Voice Assistant.