Dubai Airport

Putting customers at the heart of the journey.

Dubai Airport

Putting customers at the heart of the journey.

What we did

Partnering with Dubai Airports we transformed the customer airport experience.


The airport authorities wanted to understand their customers and update their services. It was important for them that there was a shared customer service vision amongst employees and they wanted to create an organisational structure which allowed for a holistic approach to customer service.


To understand the customer experience of travelling through airport, we conducted desk research, on-site observations, mystery shopper activities and focus groups with staff members.

The findings of these research activities were captured as customer journey maps, to indicate the type of support needed by both passengers and customer service staff throughout each journey.


We re-designed the service delivery model, including how agents were managed, hired, trained, the tools they had available and how and where they were deployed​.

We created a roadmap for improving Dubai Airport’s customer satisfaction and loyalty.

This roadmap incorporated solutions that we had developed from our research incorporating technology, training, intelligent rostering and a detailed behavioural charter.

Unpublished form