DXB launches One Customer One Airport

The ‘Dubai Airport cares team,’ which includes members from a number of organisations at the airport, has launched a new initative to promote customer service called One Customer One Airport.

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By  Neil Denslow Published  August 3, 2003

The ‘Dubai Airport cares team’ has launched a new initative to promote customer service at Dubai International. The One Customer One Airport training programme has been launched by the cross-organisational tream, which includes members from Dubai Duty Free, Dubai Police, Customs, Immigration, Dnata, Emirates and the Department of Civil Aviation.

“The Dubai Airport Cares campaign launched by the Department of Civil Aviation at Dubai International Airport embodies the philosophy of a very warm welcome to all our customers. It is our aim to give all those arriving here their first taste of our hospitality,” comments HH Sheikh Ahmed bin Saeed Al Maktoum, president of the Department of Civil Aviation and chairman of the Emirates Group.

“The Dubai Airport Cares campaign has come a long way and has now established a cohesive bond of communication and co-operation between all the agencies working at Dubai International Airport and we have been recognised internationally as an airport which provides the best in terms of overall customer satisfaction,” he adds.

“However, we cannot rest on our laurels. We have commenced another major expansion and our projections show that we will have 40 million passengers by 2010. We have to work very hard indeed and further improve our standards of service.”

The inaugural training session was a ‘train the trainers’ workshop, to spread knowledge about the programme among the workforce. These trainers will now move on to train each staff member to recognise the individual customer needs and respond accordingly and quickly. To help the staff members, a special information kit has also been produced, which contains names and telephone numbers of staff members of the various organisations working at Dubai International Airport.

“Despite the fact we recently won the 'Best Airport in the World' award from IATA, we continue to look to all possible ways to maintain, and sustain, our leading position and stay ahead in all our challenges. This training programme is in line with our continuous efforts to lift and upgrade all services offered at the airport," explains Jamal Al Hai, director of strategy & management excellence, DCA.

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