(10 Sep 2021)
Emirates handled nearly 1.2 million customers at its
Dubai hub in July and August, compared with 402,000 customers
during the same two months in 2020.
According to IATA’s latest World Air Transport
Statistics 2021, Emirates was the largest international airline in
2020 carrying over 15.8 million passengers.
Emirates, known for its creativity, has invested
in many new technologies designed to enhance the travel experience
for customers, including biometrics and self-service check-in kiosks.
In 2019, the airline began testing and implementing biometric
technology at various customer journey touchpoints at the airport.
In the past year, Emirates fast-tracked its biometric
technology roll-out and today has over 30 biometric
cameras in active operation at its Dubai airport hub, including at
check-in counters, at the entrances of its First and Business
Class lounges, and select boarding gates.
implementation, over 58,000 customers have used this
contactless and secure verification option to access the Emirates
Lounge, and more than 380,000 customers have used biometric gates
to board their flight.
Emirates has seen an upward trend in
customers opting to use biometric channels since the pandemic,
and it plans to expand the number of boarding gates equipped with
The airline has also worked closely with Dubai
airport stakeholders including the immigration team (GDRFA) to
re-activate Smart Gates that enable eligible travellers to cruise
through passport control on arrival and departure in a matter of
seconds, using new contactless technology.
customers to check-in, receive their boarding pass, choose seats
on board, and drop off their bags, Emirates’ new self-service
check-in and bag drop kiosks have seen increasing usage since
introduction in September 2020.
In July and August alone, over 568,000 customers
used the kiosks so they could skip queuing at the counter, breeze through the airport and
proceed directly to immigration. In response to positive feedback, Emirates will introduce 6 additional self-service
check-in and bag drop kiosks in its First and Business Class
terminal area this month.
In the past year, Emirates also
introduced new technology to make it easier for customers to
report delayed or damaged bags on its website, reducing paperwork
and stress, improving transparency, and enabling Emirates to serve
customers better in terms of checking, tracing and resolving
baggage related queries.
Travel Requirements and COVID19
requirements seeming to change on an almost daily basis,
Emirates has been a forerunner in adopting digital
verification solutions for travel, from adopting the
Pass to partnering with the UAE health authorities to enable
seamless digital checks for COVID19 travel documentation.
Emirates was one of the
first airlines to sign up for IATA’s Travel Pass in April and
today offers this convenience to customers fly between Dubai and
10 cities, with plans to expand the service across its network as
IATA continues to expand and secure service providers in more
markets. By October, the airline expects to have extended the
implementation of IATA Travel Pass for customers at all of its
Emirates also partnered with the UAE’s Aviation X-lab innovation incubator
programme to pilot robot cleaning trials in its signature lounges
at Dubai airport. These robots use special technology to eliminate
most viruses and ensure a healthier environment.
Since Dubai re-opened to international visitors,
Emirates has gradually restored its network and flight schedules
from just a handful of cities in July 2020 to over 120
destinations today, with many more flights to be resumed by the
end of October, including to
Saudi Arabia which will recommence on Saturday.
What is the IATA Travel Pass, and what does it mean for
travellers, airlines and the global travel industry? Exclusive
video interview with Vinoop Goel.
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