Senior officials from the Abu Dhabi Airports (AUH); Abu Dhabi Customs; the Federal Authority for Identity, Citizenship, Customs, and Port Security; Etihad Airways; Abu Dhabi Police; and the Abu Dhabi Department of Health have signed a service charter, which sets out a promise to “show the world that service excellence is in the DNA of Abu Dhabi”.
Phase 1 involves 50 senior leaders, 200 service coaches, and 1,000 front-line staff, with key customer cross-touchpoints including check-in, security, immigration, and customs amongst others.
Phase 2 will roll out to the broader airport community to ensure alignment at all levels, according to the state-run news agency, Wam.
Multi-stakeholder programme to support service
The sector-wide service charter is being supported by a comprehensive multi-stakeholder programme, designed to raise the airport experience to new heights and deliver common service standards that reflect the emirate’s distinct brand of hospitality.
The chief executive officer of Abu Dhabi Airports, Shareef Hashim Al Hashmi, said: “This commitment solidifies a sector-wide service vision and standard for AUH that welcomes all customers to our airport, delivering a consistent philosophy of hospitality that builds longstanding relationships with every passenger, to make them feel welcome at home.
“It means we will all commit to deliver great service collaboratively, beyond company or organisational boundaries. Our customers see ‘one airport’ and we must act accordingly.”
The programme is designed to create one integrated team of highly trained frontline staff, who are easily identifiable and share a common set of embedded values and behaviours, to proactively support and host customers on their journeys through AUH.
Digital tools to enhance airport services
The team will be supported by 200 service coaches who will provide on-going constructive, real-time feedback and an adaptive digital learning platform called “Baitna”.
Baitna provides an array of service tools, timely data and instructional information that support intelligent and timely service.
Al Hashmi added: “Ultimately, passengers just want to get to their next destination as quickly as possible with minimal inconvenience and maximum personalised services.”
“We know we must deliver a service that’s relevant to our guest, but that’s also true to what Abu Dhabi stands for. We need to find new ways to deliver service that’s radically better, faster and more relevant while still embedding a service culture.”
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