Dubai Airports awards hospitality contract to Serco Middle East

Five-year deal will see Serco use its ExperienceLab to deliver frontline hospitality services to DXB and DWC
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Serco middle east, Serco ME, Dubai airports

Serco Middle East has been awarded a new five-year contract to deliver hospitality services at both Dubai International (DXB) and Dubai World Central (DWC).

The contract builds on the company’s current partnership with Dubai Airports and will see Serco deliver hospitality services until 31 December 2024.

Utilising research conducted by the company’s in-house customer experience and service design agency, ExperienceLab, the contract will see over 1,000 employees deliver hospitality and passenger processing services across Dubai Airports’ facilities.

As part of the contract, Serco will leverage 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.

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.  

CEO of Serco Middle East, Phil Malem, said: “We recognise that Dubai Airports plans to take service levels to even greater heights, and throughout the next five years we aim to jointly revolutionise the standards of customer service and hospitality in the region.

“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.”

Paul Griffiths, CEO of Dubai Airports, said: “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.”

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