Dubai's Dnata to manage Etihad Airways contact centres worldwide

This is the first time Etihad has outsourced the management of its contact centres
Dubai's Dnata to manage Etihad Airways contact centres worldwide
A division of the Emirates Group, Dnata now operates 15 contact centres globally.
By Shayan Shakeel
Sun 06 Jan 2019 12:07 PM

Dnata has confirmed Abu Dhabi-based Etihad Airways has picked it to manage all of its contact centres globally, a first for both businesses.

A division of the Emirates Group, Dnata now operates 15 contact centres globally. However, the Etihad contract marks the first time it has managed contact centre services for an airline outside of Dubai within the UAE.

“Dnata confirms that it has been appointed by Etihad to manage the airline’s contact centre operations… [it] will help Etihad provide seamless customer service to its passengers worldwide,” the company said in a statement.

“The parties have agreed not to disclose the contract details. Including Etihad, dnata now operates 15 contact centres globally, handling more than 2 million customer contacts a month with some 2,500 employees,” it went on to read.

This is the first time Etihad has outsourced the operations of its contact centre.

The announcement comes as the carrier looks to grow ties with Dubai-based Emirates group while continuing to refute any talks of a merger.

The carrier has previously agreed to a pilot sharing arrangement with Emirates, as well as partnering on security with Emirates Group Security on information and intelligence sharing.

Arabian Business has reached out to Etihad Airways for comment.

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