The new executive will coordinate cabin, dining, digital and loyalty improvements as the Muscat-based carrier moves into the next phase of its transformation.
Oman Air is recruiting its first Chief Guest Experience Officer to bring booking, airport, onboard and loyalty touchpoints under a single passenger-experience strategy.
- Oman Air is recruiting its first Chief Guest Experience Officer to lead the passenger experience across booking, airport services, onboard meals, loyalty and other customer touchpoints.
- The new role follows Nasser Al Sharji’s appointment as chief executive effective 1 September 2026 and forms part of the airline’s next phase of transformation.
- The CGXO will coordinate planned upgrades to cabin interiors, onboard dining, digital services and the Sindbad loyalty programme while using guest feedback, operational insights and data to guide improvements.
(NEWS) MUSCAT, Oman, 2026-Sep-14 — /Travel PR News/ — Passenger experience is moving into the C-suite at Oman Air, with the carrier opening recruitment for its first Chief Guest Experience Officer as it looks to connect a growing slate of service upgrades under one executive strategy.
In an official update published on 13 September 2026, the Muscat-based airline said the new CGXO will oversee the guest journey from booking and airport services through to onboard meals and loyalty. The brief also includes strengthening customer-centric decision-making across the wider business rather than treating individual service touchpoints as separate projects.
The recruitment comes shortly after Nasser Al Sharji took over as Oman Air’s chief executive on 1 September. His appointment followed more than 25 years of leadership experience across aviation, logistics and other sectors, including senior roles at Transom Handling and Oman Airports Management Company. Oman Air says his priorities include operational excellence, commercial performance and guest satisfaction.
One executive brief across the passenger journey
The airline has already outlined a multi-year programme of customer-facing investment covering cabin interiors, onboard dining, digital services and its loyalty proposition. The new CGXO will be responsible for aligning those initiatives under a single guest-experience vision and translating them into changes passengers encounter across the end-to-end journey.
The remit will also draw on guest feedback, operational insights and data-led decision-making to identify where the airline can improve. Oman Air says the goal is to modernise the experience while retaining the Omani hospitality it considers a defining part of its brand. Al Sharji said the new role is intended to help the airline respond to changing traveller expectations while remaining “distinctly Omani and internationally competitive.”
Builds on a broader servicing overhaul
The executive search builds on service changes already introduced during Oman Air’s wider transformation. In January, the airline revamped its guest servicing operation, adding 24-hour call-centre handling and expanding support from two languages to 10. At the time, Oman Air said international travellers represented about 80% of its passenger base, while immediate call-answering rates had risen to more than 95% on average.
That programme also added live chat and chatbot support, which the airline said handled almost 7,000 guest queries in their first month. Oman Air reported that direct-channel sales had increased from 25% of network sales in 2024 to more than 65% in 2025, illustrating how digital customer interfaces have become more important to both the passenger journey and the carrier’s commercial model.
Further changes announced this year have included adjustments to economy fare bundles and baggage allowances on selected routes. In an April 2026 update, Oman Air also pointed to forthcoming onboard connectivity, a revamped loyalty programme, future cabin configurations and network expansion as part of its product pipeline.
The CGXO recruitment therefore places a single senior executive over a collection of passenger-facing initiatives that are already in motion. Oman Air has not yet named a candidate or announced a timetable for filling the position, making the current development a recruitment drive rather than a completed executive appointment.
