Received a message from the Emirates Hub regarding changes related to customer feedback both on the ground in DXB and in terms of onboard service delivery. Looks good but seems to be focused on premium cabins only

DXB

We met with the wider Airport service team, talking about how you feel DXB is a leading airport, but that there are some service changes you’d like to see made to enhance the service further.

We discussed self-service check-in and work is being done to develop the software after your feedback. In addition the team were keen to highlight that there is a dedicated Gold and Silver check-in for those travelling from Dubai in economy.

We also talked about transit times around the airport. As regular travellers have seen, a new concourse is being built and the team are keen for this to be completed quickly as they feel this will really help to ease some of the difficulties you highlighted.

You also mentioned difficulties with bus transfers to and from the plane and these being overcrowded at times. In response, the team have recently ordered 60 new Mercedes-Benz buses which will be used specifically for First class passengers, so soon separate buses will be provided for each of the three classes. They hope this will add to your experience.

Finally they were particularly interested in your responses to the self-service topic and your suggestion of an airport application for mobile phones. The team are currently developing this and we hope to offer you a sneak preview in the coming months.


Service Delivery

We met with various members of the service delivery team including Kevin Griffiths (who is the Senior Vice President for Cabin Crew).

We talked about your good and bad experiences with cabin crew and your views about the recent changes to food service in First and Business.

Whilst you fed back on these topics last year, the team were developing new service standards which all existing and new flight attendants will be trained on. The team have also been working to develop the training given to the pursers on-board to ensure that the good experiences you have had are more consistent. We also talked about the importance of welcoming you on-board and the team hope you’ll start to see a more consistent welcome in coming months.

With regards to catering, the team are aware that while the majority of customers enjoy the new way of serving food on-board, there are a few special touches missing. They’ve reviewed flight trends and increased the loading of dessert/cheese/fruit on-board to make sure that you have the opportunity to order more than one from the tempting selection.

Emirates have also introduced crisps alongside nuts in Business class, again in direct response to your comments.

We’ll be asking you for more feedback on the service on board once these changes have had time to establish themselves.