Dubai Airports launches always-on multi-channel customer contact center

The new contact center combines live services and technology services allowing travelers to access support via phone, email, live chat, social media and WhatsApp.

Passengers traveling via Dubai International Airport (DXB) now have access to a new Customer Contact Center that provides 24/7 access to DXB customer service professionals anytime, anywhere, at their convenience across the their choice.

The new contact center combines live services and technology services giving travelers access to support via phone, email, live chat, social media on the @DXB and @DubaiAirports platforms, as well as WhatsApp for companies, which will be available soon.

Dubai Airports began testing the new integrated DXB service earlier this year to ensure seamless operations and customer support. Contact center features 24/7 bilingual support and the latest and most consistent information across all channels, including automated flight status checks without having to speak to an agent . If required, automated routing is available for major DXB partners including Emirates, dnata, General Directorate of Residency and Foreign Affairs (GDRFA), Dubai Customs and Road Transport Authority.

“The new DXB Contact Center exemplifies how Dubai Airports is making significant improvements to the customer experience at every customer touchpoint. We are committed to delivering a top-notch customer experience in every conversation while creating a safe, smooth, fast and enjoyable journey,” said Paul Griffiths, CEO of Dubai Airports.

“The investment in customer service excellence at DXB supports the Government of Dubai’s vision to provide innovative and integrated customer service. Our customers can now enjoy fast and efficient support across all contact center channels in real time and on the channel of their choice. »

Dubai Airports is partnering with Teleperformance, a leading provider of integrated business services, to deliver this best practice omnichannel solution by combining an integrated mix of human and digital tools to help customers quickly and easily with a high degree of customer satisfaction.

DXB customers can access the Customer Contact Center via phone, email, Dubai Airports and DXB&more websites, Facebook, Instagram and Twitter channels and a verified WhatsApp account, which will be available soon.