Motorists 'disappointed' at pumping own petrol

MIXED RESPONSE: Some motorists are disappointed at having to pump their own gas. (Supplied)

The response of Dubai motorists towards pumping their own petrol has been “mixed”, a spokesperson for energy group ENOC admitted on Sunday.

Khalid Hadi, group brand and marketing manager for ENOC and EPCO, told Arabian Business some motorists have been disappointed, following the introduction of self-service petrol stations on August 12.

Compulsory self-service is underway at three sites in Dubai, and seven in the northern emirates, in an ENOC initiative aimed at keeping up with international trends.

“We will decide after the two month trail whether the campaign has been successful or not, but so far we have received a mixed reaction. There are people who are really happy with it, and other people, especially local ladies, who are really disappointed and say they will try other service stations,” Hadi said.

Hadi said some people enjoyed the novelty of filling their own vehicles.

“The interesting thing we have found through our feedback is that people from Europe, the US, and the Far East really understand the self-service concept. But unfortunately the people who are living in this region are not really used to it and we believe there is going to be some resistance. But I’m sure gradually people will see the benefit in the long-run.”

Hadi said at the end of the trial period, around October 12, a decision would be made on whether self-service will be rolled out to all ENOC service stations.

Employees were not facing the loss of their jobs, he added, with surplus staff being transferred to 10 new ENOC service stations which are set for construction. The staff would be employed within the various other vehicle services offered by ENOC.

Dubai motorists to pump own petrol
ENOC launches self-service project, 10 stations in Dubai, northern emirates offer compulsory self fill-up.

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ENOC and Self Service
Posted by Salim ALSuwaidi, Sharjah, UAE on Tuesday 2 September 2008 at 21:08 UAE time

I never knew that Self Service petrol are cheaper than service petrol stations!

Thanks for the information, And for that im going to say::

ENOC Will gain alot of profit if you guys kept going there and pump ur car ur self and u r paying same money, If they didnt lower the price Don't waste your time and go there.

I wouldn't mind pumping my tank up if i'm paying less. BUT IF I'll pay the same amount, and other stations same amount with service and not qeueing in line to pay 1st i would go to the service stations and pay them better.

Now I Believe that these stations might face new problem since the Introduction of the Biofuel or Biodisel in the UAE, its Way more cheaper than normal fuel and its all bio and not chemicals, and Doesn't pollute or does pollution at all.

But I Don't know if Normal Petrol or Diesel Engines will accept that or they should change the engines? i should try going to wiki sites.

I would love to go Green such as changing from petrol to Gas but IM JUST GUESSING its not an easy job, and would cost lot of money, but safe usage of fuel which i mean you will drive more with less use.

I wonder if the Car Company will call out for their customer to change our engines to switch to Natural Gas or Bio fuel.

A dream will never happen unless authorities back them up and help us in this which is even kinda too much for them to do.

Dreams ..

To Kenneth
Posted by Joey, Dubai, UAE on Tuesday 2 September 2008 at 17:18 UAE time


I do apologise if my "leftist" views interfered with your elitest set, Kenneth.
I would also like to address the subject of wages; someone commented on ENOC wanting to improve revenue by cutting back on staff at pumps. It could be suggested that this person is so far removed from the real world they fail to even vaguely estimate what sort of wage these people are on. I truly believe if ENOC cut back on 200 members of staff it would be for an extremely petty increase in profit.

And to Jan, the guy who talks about his poor, hard-done-by wife who gets petrol all over her hands when filling up the tank... This is more a sign of her incompetence, and nothing at all to do with the task at hand.

Furthermore, protests of "Dubai is much hotter than Europe" are truly ludicrous. If it is so unbearably hot, how do you go out and do your shopping? Oh, my mistake, the houseboy probably does it.

Jumping Jack flash - better pump that gas
Posted by cool dude, San Francisco, The land of the free on Tuesday 2 September 2008 at 16:34 UAE time


Very amusing - "unfortunately the people who are living in this region are not really used to it and we believe there is going to be some resistance. But I’m sure gradually people will see the benefit in the long-run" - how can anyone see the benefit of pumping their own gas if the price is the same as that at full service gas stations!!! Duh ! Is ENOC / EPPCO stupid or what ? Clearly people living in Dubai are not.

This would be a failure!!!
Posted by SR, Dubai on Tuesday 2 September 2008 at 12:54 UAE time


For once ENOC should cut the crap about international standards etc. and accept that this is only a cost cutting measure. Simply, because international standard is that self service pumps serve cheaper fuel!
Even if they adopt that (i.e. serve cheaper fuel at self-service pumps), it would still fail because I don't think they can make that much of a difference in terms of price per gallon to induce more people to serve on own! If you look at the scenario in the US, it is a huge country, most people travel a lot, so even a small price difference can make a reasonable difference in terms of monthly savings.
On the other hand, if ENOC is really serious about this, why not introduce to the plush Dubai stations as well, without limiting it to outskirts & industrial areas in Sharjah?
Since lots of people have commented about being lazy etc. I bet most motorist in UAE do not know how check the level of engine oil / change a flat tire. They will only know how to drive as fast the vehicle possibly can, but that is a different story altogether! Anyway I guess is the culture here!!
Getting back to the point, I guess ENOC should be aware of the local culture / customer preferences, before simply launching the initiative under the pretext of switching to "international standards"!!

Motorists disappointed at pumping own petrol
Posted by HS on Tuesday 2 September 2008 at 02:02 UAE time


In Europe the price of petrol at selfservice stations is lower than at serviced stations. I am not aware of the petrol price being reduced here as a consequence of selfservice. Personally, I enjoy the luxury of having attendants fill the petrol tank and wash the windscreens (although the latter is a dying practice).

Self service at ENOC cause it is cheaper !!!!
Posted by musty, Dubai, UAe on Monday 1 September 2008 at 23:16 UAE time


For me it is simple Enoc wants to modernize its services in a "innovative" way (as it comes cheaper), and at the other ends refuses modern, secure and traceable payments methods because it has cost !!! Understands who can. But please be creative and stop "copy paste" blindely from western habits, and compare apples with apples.

ENOC Self Service
Posted by Salim ALSuwaidi, Sharjah, UAE on Monday 1 September 2008 at 21:39 UAE time

If you're lazy to go down from your car and fill up your tank, your not lazy to post comments here.

I'm guessing if there was an Internet just next to your car while ur filling ur car u surf the net, u will go down and fill up your tank.

I find it absolutely normal for us as Locals or Who ever living in the UAE to do these things.

I don't know what u people want next, Oh i want ENOC to come to my door step and fill up my tank!
I want to have ICE CREAM FROM OASIS Supermarket from ENOC to do home delivery.

WAKE UP AND STOP COMPLAINING ABOUT IT, It already happend!!!!

U Dont like it?? There are many other fuel stations out there will serve you, ENOC ISNT OUT THERE ALONE YOU KNOW

Pump-ups for fitness
Posted by Graham Plater, Munich, Germany on Monday 1 September 2008 at 21:07 UAE time

Elsewhere even the very-well-off fill up their own Porsche and accept that the petrol attendant has been made obsolete by a system where you first fill up and then pay - if you don't, then you're on film and get caught. The pay-first-then-fill-up idea is neither practical nor intelligent - how the heck do you know how much the tank will take, specially if it's a rented car? Given a choice, I would prefer to have my car filled up for me. So - what's the problem? If ENOC expects you to get your manicured hands dirty, then go elsewhere! A golden opportunity for the more service-oriented competitors in a free market, normally. On the other hand, years of do-it-yourself at the pumps has done me and the Porsche no harm - physically, or (take that, Angry Local Woman) mentally... Yes, doing some "pump-ups" might do some deluxe motorists some good. High time that some people - even those who "choose luxury" - tried their hand at this "work" thing. Despite having "people from other countries who will do those jobs that (we) don't wish to do (which is a good thing as in there country they don't have any opportunity to make any money). Thanks to our government we are treated this way." Well, if I were in power I would be pretty worried at what the future holds for people who think like "ik" - one day, when the cost of living will have driven the last expat back home, they'll have to move beyond the manicure and on to greater things... like - can you imagine it - checking the oil? Not underground but under the bonnet, a fate worse than death...

Profit For Enoc
Posted by Desmond Dacosta, dubai, u.a.e on Monday 1 September 2008 at 18:14 UAE time

John smith, if you're right.... then I got a better idea for enoc to reduce their cost.... SHUT all the enoc pumps...
That way, they can reduce all their losses.

Pumping Petrol
Posted by Roger Woodward on Monday 1 September 2008 at 18:06 UAE time


In the US and England self serve is to save cost. When you consider waht the attendents are paid here it is an unnecessary inconvenience. I will personall drive 5k or more to go to a full service station. Petrol gets on your hands so you must wear plastic gloves. The smell is not only bad but also carciogenic (which is why it is compulsory to reciculate the fumes back into the tank (at least in the US))
My vote is a very strong NO.
You say some people find it "novel" to pump their own petrol. Do they also hand wash their cars, put oil in the engine etc etc. I think not

Motorists 'disappointed' at pumping own petrol
Posted by Financially destressed, Dubai, United Arab Emirates on Monday 1 September 2008 at 15:09 UAE time

It's no that people are lazy and don't want to do the job. people don't go abroad to learn how to fill a petrol. no insult to the guys who work there. we apprediate them. but come on, Dubai is trying so hard to compare with the international style but what they fail to consider is that Europe is not hot like Dubai. If this country wants to compare with international standards then they should also consider the weather conditions before implementing such processes.

I think think its a matter international progress, i think that this is just a way to save money from additional employment and more salaries having to be paid out with 10 petrol stations coming up so they figure, lets just punish the public and keep our money. Same thing with Salik. Everything is done to make sure that the money paid out to foreigners, stays back in the country. come on guys, take a look at the bigger picture!!!

Pumping Petrol
Posted by Mirdif Mike, Dubai on Monday 1 September 2008 at 14:36 UAE time


Not me....I'll go somewhere else. I'm not lazy I just don't want to do it anymore. Kenneth is absolutely right.

Motorists 'disappointed' at pumping own petrol
Posted by Jon Smith on Monday 1 September 2008 at 14:28 UAE time


The point that everyone seems to have missed here is that this is a plan by ENOC to force volume to other stations such as Emarat. As you will all know, ENOC loses money for each litre of petrol it sells. So the plan was, inconvenience customers so they go elsewhere. If you look at the stations where this is being trialed you will see that there is an Emarat station just a short distance away...

Self-service petrol stations
Posted by James, Sharjah, UAE on Monday 1 September 2008 at 14:14 UAE time


I can say that one of the nicest things about purchasing petrol in the UAE has been the full-service treatment. The USA has lost the concept of full-service and the customer is expected to do everything. If the concept of internationalization is to constantly reduce customer service, then the only one to gain from going to self-service is the petrol company. They will be able to pump more for less cost.

Self service petrol pump
Posted by Wilhelm Niederhauser, Sharjah, UAE on Monday 1 September 2008 at 12:15 UAE time


To fill the tank yourself is common practice in Europe. Those who feel that it is to hot to get out of their air conditioned car should think of the pump attendants, who have to do this the whole day.
The only inconvenient part is the payment process. In Europe, we first fill the tank, and then proceed to the payment counter. It is not convenient to first pay i.e. AED 80, and the tank is full at AED 72, requiring a second visit to the cashier, to return the balance.
This also requires more cashier staff hours for ENOC.
Most petrol stations in Europe have video recording of all pump activities, making it easy to report any case of non paying motorists.

Self Service a petrol stations
Posted by Erk Aaberg, Dubai, UAE on Monday 1 September 2008 at 11:56 UAE time


It is not only the issue of filling the petrol yourself ,which is the issue here, and which in itself is not very pleasing in tempartures of 40-45 degrees, but the method of payment. Obviously ENOC do not trust their customers so much that they allow them to fill first and pay thereafter. The system introduced demands that you enter the petrol station first and pay an amount which you think your petrol tank can accomodate. And if the tank takes less you will not get your money back, as far as I understand. Or you have to go in again and claim it. Secondly a number of customers, especially corporate ones , who drives a lot ( sales people etc) are often equipeed with petrol charge cards from their companies . These charge cards are now disallowed at these self service stations. So if ENOC want to follow international trends, they should not do it half heartedly. The whole system of self- service must be of such nature that it does not create other hazzles for the customer than actually filling the petrol. The payment part need to be streamlined and improved.

Angry local woman
Posted by ik, Dubai, United Arab Emirates on Monday 1 September 2008 at 11:15 UAE time


why is it that all the time I hear examples about locals. Talking about how Local women applying there make up etc and cant fill up there own cars.. We choose luxury and so do you otherwise you wouldnt have moved here!!! This is not the UK and not the US and quite frankly i dont want it to be either. What the Chav's do there we dont want to do here. Now if the local men choose a certain job and a certain way of living good for them as we have people from other countries who will do those jobs that we dont wish to do(which is a good thing as in there country they dont have any opportunity to make any money). Thanks to our government we are treated this way. Shame about some countries who only teach there people how to hate and be racist.
Guys drop it your now in a multi cultural country and live with seeing Emirates as this is our home land.

Correct Equipment
Posted by Desmond Dacosta, dubai, u.a.e on Monday 1 September 2008 at 11:14 UAE time


Yes in western countries people fll their own tanks, because, the pumps are designed for self service. Go to a pump, swipe your credit card and fill how much you want - be it USD.1 or USD.100.

Here at enoc, they expect you to pay first and then pump. I would like a full tank of fuel, how much will that be??? And you have to go into the shop. This is just going to waste peoples time.

First put the correct equipment in place, then introduce the feature.

BV lazy
Posted by Dirk, Dubai, United Arab Emirates on Monday 1 September 2008 at 11:00 UAE time


Dear BV,

First I think that it is lazy to make cliched comments about local ladies at the petrol station - it shows a generalising side to you that is not pleasant.

As for pumping - it is a mater of choice, not unlike valet parking at a hotel. Sure you can park the car yourself or you can pay for someone to park it for you.

Who are you to judge how someone wishes to live thier life or what they want to do with their time?

Also, slave labour? How are petrol attendants slaves?

I thiknk you need help.

Not disapointed on pumping own fuel, but disppointed with the process
Posted by Edward, Dubai, UAE on Monday 1 September 2008 at 10:46 UAE time


In Europe this concept would never be approved; even for a test trial (Self service: Yes, ENOC Payment system: NO). I consider the payment system an insult to their customers; how this ever could get approved by ENOC management is a mystery to me. In Europe customers are put central of their processes; Payment processes are modern, efficient and simple. The payment system ENOC self service is hilarious; pay first, and than fill up. What is even more laughable is that they discriminate their own customers because they do not accept their own pre-paid select card! ENOC is using its customer as test chickens to test out a half baked, poorly designed process which is obviously thought out by some very incapable people.

Not thought through.....
Posted by Jan, Dubai, UAE on Monday 1 September 2008 at 10:41 UAE time


I have serious doubts if this new system is properly thought through. Just take one example.
My wife drives up to a pump with our 6 month old baby in 48 degrees summer heat and switches the engine off as required. She gets the little one as she can't let it in the car for obvious reasons and goes into the station and pays. Than she goes back to the pump and starts filling. Nevermind getting the hands full of petrol but non of the pertol stations I have seen suck up the pertol fumes (like you see at all pumps in northern europe where it's a legal requirement). So our little one will be exposed to a considerable load of pertol fumes as she can't go back in the car either which by now has an unbearable temperature. oh, now my wife needs to get some money back...so 'quickly back into the petrol station...where is that receipt??....may be the attendent can hold our baby for a second...... Let's face it, it just does not work because it's like a lot of things in Dubai not well thought trough.
I think it's brilliant costumer service to have an fuel attendent and an absolute necessity for at least 4 month a year. If ist desired by some customers like 'mr lazy' make some pumps self service and fit them out with proper devices and the possiblity to pay by CREDIT CARD at the pump. that way it may work.

Motorists 'disappointed' at pumping own petrol
Posted by Arif, AUH, U.A.E. on Monday 1 September 2008 at 09:23 UAE time


Attendants were getting some tip from people like me, which they will not be getting anymore and that small tip makes big difference in their life.
Lazy, well - we will not get any healthier by just getting down from the car to fill gas – for Obesity you need to do some good work out.
And it’s not arrogant – many a time all of us are in a rush, filling on your own tank will take some extra time we can save.

It should be optional to fill your own tank or get it filled by an Attendant.

It’s not the question of lazy, arrogant and obesity – a different (my point) of view.

Lazy and dangerous...
Posted by BV, Dubai, UAE on Monday 1 September 2008 at 08:52 UAE time

Yes indeed they are too lazy and too proud, not to forget mentioning dangerous. They think filling up their own petrol tank is well beneath them and that of course there should be a slave to do it for them. You can't seriously expect a local 'lady', who is busy checking her make-up and chatting on the phone while keeping the engine running so as to not have to turn off the A/C, to get off the phone, turn off the engine (as is actually a legal requisite), get out of the car, handle those awful bowser pumps and fill the car up themselves with that awful smelling petrol?!? Shock horror!
Now they may actually see what these poor petrol station attendants have to put up with all day, everyday at the whim of the lazy and dangerous Dubaian (and yes, that includes a lot of the expats!).

And I say dangerous, because it still amazes me how many people just keep their engine running while getting the car filled... this is ILLEGAL people... and very dangerous.

So, let's all stop complaining, be a little bit thankful for the motor skills that we have (not car skills people... the capability of getting out of our car and physically filling the tank ourselves), and alleviate some of the slave labour in this country!

Oh, and Jad, the people that are getting transferred will be filling other roles in the 10 new ENOC stations such as car-washing, shelf-stacking, general maintenance, till attending, etc. All the other jobs that non-locals also do as the local youth is too up itself to get up and earn a fil or two.

Choices
Posted by Ashley, Dubai, UAE on Monday 1 September 2008 at 08:49 UAE time


For most of us, its not the case of filling your own petrol, but more of how much of time goes in standing in the queue to pay for it, fill up and then go back for the change. It certainly needs more than just letting people do their own thing, if the stations do not come up with a better process, people would still be skeptical to embrace having to do things on their own, and paying an extra price for it, on the other hand, should we not be spoilt for choice like we are in this part of the world, then situations would definitely speak for itself.

Service and Choice
Posted by Kenneth, Dubai, United Arab Emirates on Monday 1 September 2008 at 08:33 UAE time


It is not about being lazy, it is about comfort. Service is about comfort too and that is one of the main characteristics of Dubai. If you can afford comfort, why not have it? I can't get service in Europe no matter how much I am willing to pay for it. If it wasn't for its art, history and culture, I would just stop going back... When it is hot and uncomfortable out there and I would rather stay in my car and let someone else do it for a tip. I don't understand why Joey has a problem with that but that leftist view of the world is what did away with good service in Europe and the main reason why I left Europe too. Please Dubai, don't follow that example.

Benefits?
Posted by Ariah on Monday 1 September 2008 at 08:18 UAE time


"But I’m sure gradually people will see the benefit in the long-run.”

What are these benefits?

Providing the option
Posted by Clinton, Dubai, UAE on Monday 1 September 2008 at 08:00 UAE time


I don't mind self service, but in the summer months and when i'm wearing a suit and not wanting to be sweaty arriving for a work meeting, i'd like the option to have my car filled. Why not charge for the service - say 5dhs? Then if people are truely bothered by self service they have the option. From what i've seen in the media it doesn't appear that the petrol stations are approaching this from a customer perspective.

Self filling of Gas at Enoc Gas Stations
Posted by Pravin Madhavan, Bausher, SUltanate of Oman on Monday 1 September 2008 at 01:34 UAE time

What are they trying to establish or achieve by introducing this? Maybe this works in the US and UK and is successful. But in such climates, and that too asking the vehicle owner himself to get out of his expensive car / 4WD / Limo is just a bit too much. Do you think the rich people that Dubai has will accept this?? What if they do not have drivers, and what about the modern women, locals as well as expats??? I would not get out of my car if I were on my way to an important meeting and I'm dressed up for that session. What will happen to those gas filling attendants working there ? Go back home??? It's not fair. I always thought they are trained to perform this job as there is a lot of safety involved in fuel business. I am sure companies like Shell would never opt for such a move, where safety is first !

Ridiculous
Posted by Joey, Dubai, UAE on Sunday 31 August 2008 at 16:32 UAE time

Are people really so lazy? I didn't believe so until I read this. How completely ridiculous. No wonder there's such a problem with obesity- they can't even be bothered to stand up and fill the car. If it's not lazy, perhaps it is arrogant. Are they above filling up a tank? Must these people sit in the A/C while a "minion" does another petty task the driver deems himself too regal for?

I'm Confused...
Posted by Jad Aoun, Dubai, United Arab Emirates on Sunday 31 August 2008 at 15:55 UAE time


"Hadi said at the end of the trial period, around October 12, a decision would be made on whether self-service will be rolled out to all ENOC service stations."

So all stations will become self-service?
OK, but then...

"Employees were not facing the loss of their jobs, he added, with surplus staff being transferred to 10 new ENOC service stations which are set for construction."

So this means that not all stations will be self-service? Or is it that only a portion of the pumps will be self-service? And if that is the case, would 10 new stations be enough to absorb the redundent staff?

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