dnata Commits Investment of over USD 70 Million to Keep Delivering on Customers’ Promises

DUBAI, U.A.E.,14th November 2011: dnata (www.dnata.com) has reinforced its determination to become the world’s most admired air services provider, by announcing a combined global investment cost of over 70 million US dollars following a period of unprecedented growth worldwide.

The investment will span dnata operations in many of its businesses internationally, which now extends to over 38 countries and employs over 20,000 staff. The spend will include a variety of major investment projects around the globe which have been identified and planned to help teams maintain their level of service and in fact exceed expectations of all its customers.

“At a time where costs in the aviation industry are on the rise and our clients are feeling the pinch we know we need to stay at the top of our game,” said Gary Chapman, President, dnata. “We need to have the most modern equipment, the best facilities and the most innovative and reliable business processes to ensure we maintain a high level of efficiency and give customers good value for money. We have examined every aspect of our business and are now making the investments we believe are needed to bring all operations into line and ensure our customers receive the same high, consistent service from us wherever in the world we service them.”

This year, AED 142 million has been allocated to support ground handling operations in Dubai - where dnata handles some 150 airlines. The majority of this money will be dedicated to purchasing essential Ground Support Equipment (GSE) including aircraft pushback tractors, container/pallet loaders for all wide bodied aircraft, air conditioning units, ground power units and toilet servicing units.

Another notable investment has been the purchase of a new SideBull ambulift to improve the travel experience for passengers with reduced mobility. The new technology will allow passengers in wheelchairs or on stretchers to be easily brought into the vehicle at ground level and taken quickly into the aircraft. Thanks to its unique construction, the cabin of the SideBull can be lowered to ground level beside the vehicle’s base, saving time for both the passenger and airline.

A total of AED 5.2 million has been allocated to support dnata’s booming cargo operations in Dubai. These investments are focussed on increasing efficiencies and capabilities to help customers in turn operate an efficient, reliable service. Some AED 3.2 million of this also will be spent on purchasing new ground support equipment such as tractors, forklifts and batteries that will help move the many tons of cargo managed by the Dubai operation each year.

A further AED 2 million is being invested in a new software programme - a Decision Support System which will be rolled out in Jan 2012. The new software will provide a real time view of the workload on hand, measure the performance against set standards and provide advance identification of possible shortfalls with suggested corrective actions aimed at achieving optimal operational function. This will further ensure dnata’s resources meet clients’ requirements accurately and efficiently. The software even includes a ‘WOTIF analysis’ function which ensures the team’s time and resources are always operating in the most efficient, appropriate way by recalculating, through simulation, the impact of on the spot decisions made even before they are executed.

Calogi, a revolutionary supply chain e-commerce portal, continues in its quest to modernise, simplify and benefit the air cargo industry worldwide. A total investment of AED 4 million has been allocated to enhance the product suite and roll out the paper-less portal to new customers worldwide. The Calogi team is currently identifying at least 25 to 30 distribution partners to implement Calogi’s cost effective, innovative solutions in new communities throughout Asia, The Americas and MENA regions. It is estimated that a further expenditure of AED 1.5 million will be required to cover costs such as partner training and on-site support during the initial stages of implementation in the new communities.

To help ensure customer satisfaction remains a key priority, dnata recently invested in new quality management technology for its travel division. ‘Qfiniti’ is an innovative quality monitoring technology being implemented into all dnata call centres. The quality control tool is designed to measure and better understand customer needs. The new system can record all calls through a single platform for compliance management, or selectively capture voice and desktop activity for quality assurance.

There have been some key investments to the ground handling business in Australia –including a new cargo terminal in Melbourne - demonstrating the growing demand for dnata’s services in the already busy hub. Toll dnata’s Melbourne facility, expected to cost approximately AUD 5 million will raise the bar for the Australian cargo industry. It is being built on formerly undeveloped site and will take on a complete new structure with state-of-the-art, modern equipment and facilities and is expected to be fully operational by the first quarter of 2012.

dnata will be entering into a new business segment in Singapore and expanding its product offering with the opening of two new passenger lounges at Changi International Airport.  The new dnata lounge in terminal three will stand out as the first dnata lounge worldwide to be designed and decorated in line with the new dnata branding and ‘look and feel’ that was unveiled earlier this year.

Over at terminal 1, a new premier check-in lounge is underway for First and Business Class passengers travelling on some of dnata’s customer airlines. The private lounge will provide a higher level of comfort and convenience for passengers with direct access to the immigration area. Passengers can also enjoy the lounge facilities such as comfortable seating, light refreshments, television and a variety of complimentary newspapers and periodicals.

A significant investment has also been made in Manila in order to upgrade the workplace and business environment for both operational and administrative staff. dnata’s team in Manila has been delighted by the new office environment – they now have a newly refurbished, fully-equipped, modern office setting.
Closer to the business on the ground, dnata is also about to begin a second round of complete refurbishments to the ramp services facilities which will greatly improve efficiency and performance on the tarmac. In addition, the operations centre will also be upgraded to provide employees with a modern and professional environment in which to work.

United Kingdom and Switzerland
Operation of the most safe, efficient and reliable ground support equipment continues to be a key priority in Europe with key purchases being made to replace, complement and enhance the current GSE fleet offering in both country’s operations. Almost GBP 3.5 million has been spent on new GSE equipment at Heathrow and CHF 3.4 million has been allocated for new equipment in Geneva and Zurich.

Most notably, with the memory of last winter’s deep freeze across Europe still fresh, dnata has recently added four brand new de-icing vehicles to the Geneva fleet of ground support equipment. The new equipment will be instrumental for the dnata team as they work to maintain the OTP of its customers throughout the harsh winter conditions.

dnata’s Erbil operation is expanding steadily, with investments worth USD 1.5 million being instigated to cope with the growing business demands. A brand new cargo facility is about to open, in addition to a recently commissioned maintenance facility for GSE. The new facilities will provide much needed capacity and support to the operation. A brand new IT system will help streamline new business processes for the team and is in fact the first time this type of software has been introduced in Iraq.

The Emirates Group
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