Serco has confirmed a five-year contract extension with Dubai Airports valued at Dhs 495 million (£100 million), extending its partnership through to December 2030.
Expanded airport services
Under the renewed agreement, Serco will continue providing guest experience services at both Dubai International Airport (DXB) and Al Maktoum International Airport (DWC). This includes guest experience ambassadors, passenger processing teams, traffic marshals, buggy drivers, chauffeurs, and VIP lounge hosts.
Currently, over 1,500 Serco staff are deployed across Dubai Airports, supporting the movement of more than 93 million passengers annually.
Focus on passenger experience
Phil Malem, CEO of Serco Middle East and CEO of +impact, said: “The latest extension allows us to build on the success we have enjoyed with Dubai Airports over the last six years, supporting Dubai in delivering a best-in-class aviation hub. Dubai Airports continues to set global benchmarks for airport experiences, and we are extremely proud to be part of that journey, helping to shape passenger services through expertly trained teams, innovative solutions, and our customer experience expertise.”
Rising guest expectations
Majed Al Joker, Chief Operating Officer of Dubai Airports, commented: “This renewed partnership with Serco comes at a time when guest expectations are higher than ever, and the scale of our operations continues to grow. At DXB and DWC, we see every interaction as an opportunity to create a positive and lasting impression. Serco’s dedicated teams are an extension of that vision, bringing professionalism, empathy, and consistency to some of the most crucial touchpoints along the journey. As we look ahead to welcoming more than 96 million guests this year, this collaboration will play a key role in ensuring our airports remain among the most guest-centric in the world.”
Serco brings more than 75 years of aviation sector experience in the region, providing services that include guest experience, air navigation, emergency services, training, and asset management across various airports in the Middle East.
tanvir@dubainewsweek.com
