Customer Care & PRM Coordinator
Hermes Airports Ltd
Thekla is the PRM and Customer Care Officer for Hermes Airports, the operator of Larnaka and Pafos International Airports in Cyprus.
She is responsible for overseeing the delivery of the services delivered to persons with disability and persons with reduced mobility (PRM) at the two airports and for the design and delivery of Disability and Equality Awareness trainings in accordance with EU Regulation 1107/ 2006 and best industry practices. She was actively involved in the development of the facilities and the processes that led to first Larnaka Airport in 2017 and then Pafos Airport in 2018 winning the prestigious Accessible Airport award of Airports Council International and the European Disability Forum.
Customer service excellence is a key element and ongoing effort for Hermes Airports and Thekla is leading the training for Customer Care at Larnaka and Pafos Airports, being also actively involved in the ‘I Care’ program for airport helpers.
Thekla has represented Hermes Airports in several national and international events, most recently as a keynote speaker at the European Disability Forum held in Brussels in May 2019.
She has a 25 years’ experience in the airline industry and tourism and prior to joining Hermes she worked for Cyprus Airways as Senior Sales Officer.