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Serco takes off with Dubai Airports deal

Serco Middle East has secured a major new contract to deliver essential frontline hospitality services at both Dubai International (DXB) and Dubai World Central (DWC).

The contract builds on the company’s long term-partnership with Dubai Airports and will see Serco deliver the services over a five-year period, operating until 31 December 2024.

The contract will see over 1,000 employees deliver hospitality and passenger processing services across key passenger touchpoints within Dubai Airports’ facilities. As part of the contract, Serco will leverage cutting-edge technologies to ensure the dynamic deployment of staff, providing optimised rosters across the airports’ terminals and the provision of a continually trained and knowledgeable workforce.

Phil Malem, CEO of Serco Middle East said: “Our team has developed a solution that will enhance the standards of customer service through the deployment of an expertly trained workforce, with staff set to be supported by some exciting and effective technology.

“Our recommendations are based on the unique insights and research conducted by our in-house customer experience and service design agency, ExperienceLab. From day one, we will ensure that our customer service team has the mindset, training and support needed to create great experiences for all who visit Dubai Airports.”

Paul Griffiths, CEO of Dubai Airports added: “Our ultimate objective is to be recognised as the operator of the world’s best airports for customer service. This contract is part of a series of moves we have taken in recent years to enhance airport experience at DXB and DWC and wow our customers by delivering an amazing airport experience.” 

Serco has been providing services to the aviation sector in the Middle East for over 70 years. It has also been supporting Dubai Airports with the maintenance of its large buildings and infrastructure portfolio, as well as providing a full range of engineering and estates services for Terminal 1 and 2 and to other cargo and ancillary buildings at DXB.

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