Dnata launches new cargo customer service centre in Dubai

A key facet of the new customer service centre, is the CICC - an industry first for the region - is aimed at enhancing the customer service experience, and ease the process of information flow between all cargo stakeholders.


dnata Dubai Airport Free Zone Emirates Gary Chapman


Dnata’s new customer service centre for export cargo customers in Dubai was officially inaugurated today.

Located in Dubai Airport Free Zone – Freight Gate 5, dnata said this new export centre marks the beginning of a product improvement programme for airlines, freight forwarders and shippers. Spanning over 5,000 sqm with 50 dedicated staff, the centre is expected to serve approximately 700 customers a day and handle 25,000 tonnes of export cargo per month.

With new export counters, a Cargo Integrated Control Centre (CICC), all government agencies on its premises, a special cargo acceptance area, and a new office space for airline and freight forwarding customers, the centre ensures collaborative product delivery.

dnata-opening-sml Dnata’s new customer service centre for export cargo customers was officially inaugurated today by His Highness Sheikh Ahmed bin Saeed Al Maktoum, chairman and chief executive of Emirates Airline and Group.

“What we see today is the result of meticulous planning, creative thinking and most of all, listening to our customers. We are looking to bring about further efficiency, cost-saving and surpass our customers’ expectations. We take pride in being a leader in cargo handling, and it’s important to constantly raise the bar when it comes to innovation and customer service.

I believe this new centre really demonstrates our commitment to providing a secure and efficient environment for our customers’ cargo needs,” said Gary Chapman – president dnata and group services.

A key facet of the new customer service centre, is the CICC – an industry first for the region. The main purpose of the CICC is to enhance the customer service experience, and ease the process of information flow between all cargo stakeholders.

The CICC will function 24/7 representing all process stakeholders and will ensure the efficient and optimal management of workforce, facilities and processes, thus increasing productivity of cargo services. It will serve to monitor, troubleshoot and enable quick-decision making to enhance movement and efficiency of cargo.

“While we have accomplished a great deal, we are always looking to innovate and offer better service to our customers. They have come to expect that of us, and we are constantly looking at ways to improve. We have exciting plans ahead, the evolution of this facility will see the opening of an import customer service centre, as well as additional storage and handling capacity for our export customers,” added Chapman.

In 2016, dnata’s cargo operations in Dubai have handled close to 519,928 tonnes cargo and served 402,713 customers, with exports comprising nearly 205,673 tonnes.