Aviation sector unites on service delivery at Abu Dhabi International Airport

By Shilpa Annie Joseph, Official Reporter
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Senior officials from Abu Dhabi Airports (AUH), Abu Dhabi Customs, Federal Authority for Identity, Citizenship, Customs and Port Security, Etihad Airways, Abu Dhabi Police, and Abu Dhabi Department of Health have signed a service charter that sets out a promise to “show the world that service excellence is in the DNA of Abu Dhabi.”

According to the statement, a comprehensive multi-stakeholder initiative is supporting the sector-wide service charter, which aims to offer shared service standards that represent the emirate’s distinct brand of hospitality and elevate the airport experience to new heights.

The first phase involves 50 senior leaders, 200 service coaches, and 1,000 frontline staff, with key customer cross-touchpoints including check-in, security, immigration, and customs amongst others. The second phase will roll out to the broader airport community to ensure alignment at all levels.

Shareef Hashim Al Hashmi
Shareef Hashim Al Hashmi
CEO – Abu Dhabi Airports

“This commitment solidifies a sector-wide service vision and standard for AUH that welcomes all customers to our airport, delivering a consistent philosophy of hospitality that builds longstanding relationships with every passenger, to make them feel welcome at home. It means we will all commit to deliver great service collaboratively, beyond the company or organizational boundaries. Our customers see ‘one airport’ and we must act accordingly. Ultimately, passengers just want to get to their next destination as quickly as possible with minimal inconvenience and maximum personalized services.”

The program is designed to create a single integrated team of highly trained frontline workers that are immediately identifiable and share a consistent set of values and behaviors to proactively support and host customers on their journeys through AUH.

The team will be supported by 200 service coaches who will provide ongoing constructive, real-time feedback and an adaptive digital learning platform called “Baitna”.

Baitna provides an array of service tools, timely data, and instructional information that support intelligent and timely service, as per the reports.

“We know we must deliver a service that’s relevant to our guests, but that’s also true to what Abu Dhabi stands for. We need to find new ways to deliver service that’s radically better, faster, and more relevant while still embedding a service culture,” Mr. Al Hashmi added.

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