Dubai Airports, the operator of the Dubai International Airport (DXB), has launched an “always on” customer service centre, as air travel picks up post-pandemic.
The 24/7 support centre will provide customer support in English and Arabic, where travellers can access information such as flight status without interacting with a human agent, the company said.
Customers can access the service via phone, email, web chat, and social media channels handles.
“The new DXB contact centre exemplifies how Dubai Airports is making significant enhancements to the guest experience at every customer touchpoint. It is our commitment to deliver a best-in-class guest experience with every conversation while creating a safe, smooth, fast, and enjoyable journey,” Paul Griffiths, Dubai Airport’s CEO, said.
“The investment in customer service excellence at DXB supports the vision of the Dubai government to deliver innovative and integrated customer service. Our customers can now enjoy timely and efficient support across all contact centre channels in real time and on their channel of choice,” he adds.
French firm Teleperformance will provide the technology, the operator said.
Automated routing is done through key DXB partners – Emirates, dnata, the General Directorate of Residency and Foreigners Affairs (GDRFA), Dubai Customs, and the Road Transport Authority.
The move comes as DXB reclaimed its position to be the world’s busiest airport, handling a capacity of around 4 million in July alone. Dubai Airports projects this to reach around 58.3 million flyers by the end of the year as air travel continues recovery.
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