By
Mike Omuodo
Emirates
has empowered its airport staff with the latest mobile application designed to
deliver the best service to customers at the Dubai International Airport.
Called
the Journey Manager, this custom-designed application enables the airline’s
team of airport staff to get real-time information that will enable them to
respond to customers’ needs with greater efficiency, regardless of where they
are in the airport.
Developed
by Emirates in cooperation with Samsung and Etisalat, Journey Manager runs on
the recently launched Samsung Note 4.
“Emirates
has always been in the forefront of innovation, and our aim is to continue
delivering excellent and more personalised service to our customers. The size
and scale of our operations at the airport can be a challenge, especially
during peak times where we can see up to 140 departures and arrivals in a four
hour window,” said Mohammed H Mattar, Emirates’ Divisional Senior Vice President,
Airport Services.
“That
is why we have always looked at ways to use technology and automation to
improve the customer journey as well as empower our staff whose jobs means they
are constantly on the move across the airport terminal. Emirates is again
leading the way by using the latest mobile technology in our airport
operations. We are proud to have launched the Mobile Journey Manager
application on the Samsung Note 4 devices on the same day these devices were
released in the market,” added Mr. Mattar.
Emirates’
managers and supervisors using the application now have increased operational
awareness. At a glance they are able to check the status of both inbound and
outbound flights, which helps them to assess potential areas of concern and
better manage operations, especially in the event of a disruption.
Emirates
airport staff use Journey Manager at the transfers area to assist transit
passengers. Up to 20,000 transit passengers go through transfers desks
during peak times in a six-hour period, with 40% of these customers queuing to
get information about which gates their next flights depart from. By scanning a
passenger’s boarding pass using the device, staff can readily provide customers
the most up-to-date information on gate assignments – thus significantly
reducing the need for people to queue.
Transfer
staff are also using the application to check on delayed flights or where
passengers have short connection times. The application allows staff to
identify these passengers and pass on the information to the gate supervisor at
the connecting flight. For passengers who have missed their connections, staff
again can simply scan the boarding pass to see what flight re-bookings have
been made and direct them accordingly.
According
to Mr. Mattar, “Before Journey Manager – most of these functions were done
through transactions behind a desktop, and information retrieved from printed
reports, which only capture status updates at the time that they were printed.
With the ability to quickly scan a passenger’s boarding pass and access “live”
flight information – our staff are able to find on time solutions and make
decisions with more confidence knowing they have the most up-to-date
information right at their fingertips.”
Over
the coming months, Emirates will continue to roll out the Mobile Journey
Manager among its 2400-strong airport staff with the vision of making it
accessible at all customer touch points, including check-in, re-booking
flights, and requests for seat change.
there are many airports that have been built recently however some of them are very much known in terms of their structure of business, I have got my Dubai visa now and I will also be travelling soon.
ReplyDeleteBrilliant post! Incorporating mobile technologies will certainly fast track check & allied services thereby enhancing customer experience. I am glad to have applied for a Dubai Visa as I might book an Emirates flight for my wife & kids. They are pretty excited about this Dubai getaway and have already started preparing a travel itinerary that includes visiting Burj Khalifa & Palm Jumeirah. We hope to have a fantastic Dubai vacation next month.
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