Contents
01
10
13
17
Introduction
Why dnata?
Our people
dnata4good
19
22
24
25
Safety and security
Innovation
Customer focus
The future
27
59
67
Products & services
Air services global network
Contacts
Ground handling Cargo & logistics Catering Travel
30 38 44 52
Find out more about our business at: dnata.com
All information in this brochure is accurate as of August 2016. As a dynamic organisation, these details are subject to change.
Introduction
dnata’s successes are inextricably linked to the partnerships and relationships we foster — for over half a century in some cases dnata has certainly evolved over the years. We have changed our look, enhanced our services and expanded into new territories, but the reason for our existence has always been the same: to anticipate and meet the needs of our customers. This purpose – which is formally enshrined in our vision, mission and values – has remained consistent throughout our remarkable growth as a company. Indeed, it is the impetus for our expansion and the development of our business in the first place. By constantly extending ourselves to meet changing customer requirements, we have grown from a small, localised ticketing business in Dubai, into a combined air services provider with a global footprint. Our commitment to our customers is at the core of our business model and objectives. We continue to invest in state-of-the-art infrastructure and equipment, up-to-the-minute staff training, international acquisitions and a unifying, internal brand platform, ‘One dnata’. These elements underpin our brand identity and keep us equipped to provide unparalleled service excellence, no matter what our customers ask of us. We continue to look ahead. With a robust, long-term operational strategy in place, a top global team, as well as enormous capacity to reinvent ourselves in the face of change, I am confident that we will maintain our momentum towards becoming the world’s most admired air services provider. I would like to thank our loyal customer base who, through their belief and support, have played an important part in our heritage and continue to fuel dnata’s success. I also look forward to welcoming and establishing new customer relationships that will become an equally important part of our future. HH Sheikh Ahmed Bin Saeed Al Maktoum
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02
Introduction
One vision, One dnata
We are a company backed by over 57 years of proud history. We have more than 38,000 employees across 83 countries.
We are a performance-driven organisation and a global player in niche markets. We are currently operating out of 131 airports across six continents, providing service excellence to over 402 airlines. This makes us one of the world’s largest air services providers. Our vision however, is to become the most admired. Not necessarily the biggest, but unequivocally the best in the eyes of our customers.
‘One’ for all Our strategy for growth by acquisition has gained tremendous momentum. In 2011, we launched ‘One dnata’, a single-vision initiative that has unified all our divisions. Even though in some countries, we operate under different brand names, all our employees understand that the dnata vision and values sustain all our businesses. We have energised our workforce with our guiding principle to ‘deliver the promises our customers make’. Each member of staff around the world now realises how much their daily efforts contribute to their own and their colleagues’ success. The effects have been remarkable, directly correlating with our record-breaking financial results.
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Vision To be the world’s most admired air services provider.
Mission We will deliver the promises our customers make.
Our strategic vision Through our global network, we supply our customers with air services – including ground handling, cargo, catering and travel – but we always want to do more. Our strategy focuses on four central pillars, which are crucial to our success: People We foster a culture of ongoing improvement, respect and imagination. Attracting the best managers and staff in the industry, we then motivate them to develop further through our talent management framework. Our employees are valued and empowered; it’s through their hard work that we continue to delight our customers. Customers We recognise that each of our customers are different. That means designing tailored products to suit the particular needs of every one. To gain insights and edge ahead in innovation and customer experience, we also work closely with our customers on the ground, establishing successful, long-term relationships with them. Operations We are committed to achieving the highest possible safety and security standards for our customers and their passengers, as well as our employees and facilities. At several of our locations, we’ve been the first provider to achieve IATA Safety Audit programme for Ground Operations (ISAGO) accreditation. We maintain our ISO certification through our safety management and quality management systems. In addition to this,
we have our own Safety Management System (SMS) which enables us to enhance and streamline reporting, communication and training for our staff. Our ‘One Safety’ training and awareness programmes are fast becoming industry-leading schemes in safety and security. Combine all these and we’re well on track to achieving our safety vision of having a culture where all of our people possess the skills, knowledge and confidence to work safely, feel respected and are engaged in helping everyone stay safe. Finance By seeking new investments and growth opportunities, as well as reinvesting our profits, we are continually enhancing our operations. Introducing the global ‘One dnata’ strategy means that we have a unique opportunity to share our agenda and aspirations for formidable growth, along with our challenges and values, with our partners. Our commitment to our people, customers, operations and finance will help us to stay focused on what’s important during the next leg of our journey towards growth. These pillars will guide and support us through everything we do, from further acquisitions to improving efficiency and productivity, and setting ever higher service standards. There is no doubt we have a strong, global brand, and the drive and enthusiasm to achieve even greater success in the future. Gary Chapman President, dnata
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Introduction
dnata’s evolution 1959
1991
1998
The story begins
marhaba, ‘meet & greet’ service began operations
On the ground in South East Asia
1959
Travel
05
1973
1987
1993
2006
Formed a specialist cargo division
Commenced operations in the UK
Gerry’s dnata joint venture was dnata’s first overseas operation
Acquired CIAS, Singapore
1973
1978
1987
1991
1993
1998
2006
1978
2006
Leisure dnata, a dedicated travel agency formed
Partnered with HRG to become a major corporate travel operator
2007
2011
2015
2016
Commenced operations in Switzerland
Unveiled a new company philosophy and fresh visual branding as a part of the ‘one dnata’ programme
Acquired Aviapartner Cargo Services
Acquired Metro Air Service
Acquired RM Ground Services
Acquired Ground Services International
2007
Acquired a stake in Airport Handling SPA
2010
2013
Acquired Alpha Flight Group Ltd
Commenced passenger handling operations at DWC
2010
2011
2013
2014
2011
2014
Acquired a majority stake in Travel Republic
Acquired Gold Medal Travel Group
Acquired Stella Travel Services
Acquired Air Dispatch
2015
2016
2015
2016
Invested in City Sightseeing Dubai
Joint venture formed between dnata & G Travel, creating G Travel international
Invested in Imagine Cruising
Investment in Destination Asia
Integration of Emirates Holidays
Integration of Congress Solutions International
Intergration of Arabian Adventures
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Introduction
Our global reach — an expanding network
83countries 6 continents 131airports 38,000 Over
employees
Cargo
Ground handling
Catering
Australia Iraq Netherlands Pakistan Philippines Singapore Switzerland UAE UK USA
Australia Bahrain Brazil Iraq Italy Pakistan Philippines Singapore Switzerland UAE UK USA
Australia Bulgaria China Czech Republic Ireland Italy Japan Jordan Romania Singapore South Africa UAE
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UK USA
Travel Afghanistan Algeria Bahrain Bangladesh Benin Botswana Brazil Burkina Faso Burma/Myanmar Cambodia
Cameroon China Cyprus Egypt Ethiopia Gambia Ghana Greece Guinea Hong Kong India Indonesia Iran
Each year, dnata‌ Handles over
Moves over
Handles over
70
2.5
615,000
million pieces of baggage
million tonnes of cargo
ights
Helps over
Sends over
Helps over
81
117
3.5
million passengers reach their destination
Iraq Ireland Italy Ivory Coast Japan Jordan Kenya KSA Kuwait Laos Lebanon Liberia
million meals into the sky
Libya Malaysia Mali Malta Mauritius Mayotte Morocco Mozambique Namibia Nepal Niger Nigeria
million people with their travel plans
Norway Oman Pakistan Philippines Qatar Reunion Russia Senegal Seychelles Sierra Leone Singapore South Africa
Spain Sri Lanka Sudan Sweden Syria Tanzania Thailand Togo Tunisia Turkey UAE Uganda
UK USA Vietnam Yemen Zambia Zimbabwe
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Testimonials
09
Your team accepted the challenge to get our ight out on time. Despite arriving with a 15 minute delay, the ight left just two minutes late. This kind of attitude and mindset is really appreciated.
I would like to congratulate you for a fantastic job in May 2015. It’s thanks to your collaboration and dedication that we have achieved 100% on time performance for the whole month.
British Airways
Emirates
Why dnata?
The dnata difference We’re a challenger in the air services market and that’s how we like it. We provide an exceptionally competitive product – high-quality service, priced to deliver value for our customers while enabling us to invest in the future through people, technology, infrastructure and equipment. From ground handling, cargo, catering, and travel services, we understand that we serve our customers best by delighting their customers. That’s why we go the extra mile to provide innovative, efficient and reliable service every single time, and make the airport a friendlier place as we do so.
Key strengths: Our ‘One Safety’ programme puts safety at the heart of everything we do We invest in the future – people, equipment and practice Quality management is consistent across the business We are structured for agility, empowering local managers to make decisions We attract and retain experienced managers We grow through partnerships, harnessing the value of existing knowledge and relationships
With over 38,000 employees and a portfolio of loyal customers, our brand has become a respected mainstay in many of the world’s major airports. Our commitment to excellence is bringing us ever closer to our goal of becoming the world’s most admired airline services provider. Trust dnata to deliver the promises you make.
Our values Over the past 57 years, we’ve become a global player in air services. In the coming decades, we’ll continue to transform our industry while staying true to our core values. Safety and security We strive to set new standards that will shape the industry.
Delighting customers We go the extra mile to provide the best possible experience.
Performance driven We set challenging goals, and then go beyond them.
Imagination We are constantly looking for ways to improve and find better solutions.
Service excellence We deliver consistently high quality, day after day.
Respect We respect the environment and the communities that we serve.
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Why dnata?
Our code of conduct We’re fully committed to ethical business practices and operate according to anti-bribery and anticorruption laws – collectively referred to as the Anti-Corruption Laws. Local management teams around the globe are responsible for implementing these policies and for ensuring that each member of staff is up to speed. dnata Internal Audit monitors the implementation of policies.
Our ethical approach While we aim to deliver more products and services of consistently higher quality than our competitors, we don’t cut corners for short-term gain. Our strict governance guidelines make the rules clear to everyone, from working within the regulations of each airport authority to conforming to industry accreditation standards.
Environmental responsibility underpins our core values as an organisation.
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Our environmental policy We are dedicated to our environmental responsibility and this underpins our core values as an organisation. To succeed, our work practices and eco-efficient operations rely on all employees within dnata. To support the industry on the ground, we invest in the most modern, eco-efficient ground equipment possible. We also operate our assets in the most environmentally responsible manner, and in compliance with all local applicable environment regulations and standards. Furthermore, we develop and implement specific policies relating to energy, waste management and minimisation, as well as ground transport, while supporting environmental charities and conservation projects. Although the aviation industry is only responsible for approximately 2% of global greenhouse gas emissions from human activity, we must play our part in reducing emissions wherever possible. The actions we take on the ground do make a difference. For example, electric vehicles not only create zero emissions at the point of use, they also improve air quality for our airport workers.
We’re fully committed to the safety of our staff, in the workplace and beyond. We are also serious about our commitment to the communities in the countries in which we operate.
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Seizing the initiative
Almost every service-sector business attributes its success to its employees. But, how many companies really put their people at the centre of their strategy, empowering them to take charge of their careers?
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We are proud that our reputation attracts talented and motivated people. However, we know that it’s what we do afterwards that makes all the difference to them achieving their full potential. The dnata way We strike a balance between doing things our way – leading to service consistency – and encouraging our people to use their initiative to find new and imaginative ways to solve our customers’ challenges. First, we get everyone off to a common start. Every new dnata employee, regardless of location or company, receives identical training on their first day. However, we take things well beyond that initial induction. In our search for continual improvement, we look outside our own industry. Disney, for example, is renowned for its approach to customer service. So all staff in dnata Singapore receive an innovative two-day service excellence training course in partnership with the Disney Institute. This inspires them to interact with their customers in a fun, personable way.
Engaging everyone The ‘One dnata’ programme has helped create a common mindset for all our employees across the globe. Building on this, we have renewed our communications programme with a global newsletter and an employee portal. Here, people can see how colleagues share and act upon our core values to achieve success, and also how individuals are recognised through our Najm programme (Najm is the Arabic word for star). These are strategic initiatives that send a strong message of support, which we follow up with action. Our revamped company website helps to give employees pride in our achievements. Meanwhile, our performance review system lets everyone set their personal goals in line with the company’s objectives. These initiatives all lead to a more enriching work culture, which translates to stronger business performance for our customers.
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Our people
Keeping things in flow If change is the new constant, then continuous development holds the solution.
In our industry, boredom is rarely an issue – every day presents a fresh challenge. Even so, routine can set in after a while. This is one of the reasons we encourage our people to develop their own skills and then support them to develop into new roles. In dnata, we see talent as a crucial multiplier, so our talent management framework helps us to identify our top talent and provide them with the appropriate development, training and career opportunities. Increasingly, our talent development is achieved through international assignments where our employees learn new perspectives and face new challenges – deepening and broadening their experience, encouraging them to become the future leaders of dnata. In fact, learning and growth happen at all levels, so we make sure to announce job vacancies internally first with the aim of promoting from within. This approach works. Many of our best employees have served for over 20 years, rising through the ranks to positions where they can mentor those coming up behind them.
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16
People power
dnata4good As one of the world’s leading air services providers, dnata does its best to make a positive difference to the lives of others. Thanks to the launch of dnata4good in 2014, this is now truer than ever.
dnata4good is an employee-led initiative that rallies the philanthropic efforts of dnata’s 38,000 employees. Staff are encouraged to participate as little or as much as they like, through fundraising, donations, and even front-line volunteering. Currently, dnata staff have raised over AED 1 million. Better still, dnata4good has pledged to match staff contributions up to AED 1 million in the first year and each year thereafter. The funds raised are already being put to good use, supporting charities that provide children’s education as a sustainable way to break the poverty cycle, and promoting wildlife protection and conservation.
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By pulling together, we can utilise dnata’s size and resources to have a meaningful impact on international humanitarian efforts. Generating global goodwill is one of our corporate goals. Through dnata4good we are boosting the feelgood factor among our staff and spreading positivity in communities around the world.
The extra mile We encourage every one of our staff to go the extra mile in serving our customers, and we’re proud to say that thousands of our employees rise to the challenge every year. But sometimes a dnata team member demonstrates truly exceptional levels of dedication. Sous Chef Peter Miller and Unit Manager Craig Cole won the Najm Chairman’s Award for their quick thinking response to a tragic event. Peter Miller wasn’t expecting to be caught in a medical emergency when he started his early morning shift at the Brisbane Flight Catering Unit of Alpha Flight Services. When he discovered his colleague Robert Kleinhans, Cabin Services Attendant, had passed out on the floor, he called out for Craig Cole to assist him. Wasting no time, they set up the defibrillator. After confirming there was no pulse or heartbeat, Peter and Craig called the paramedics who told them to start CPR. Taking turns at compressions and breaths, they both worked hard to keep Rob alive. Their quick thinking and swift action saved Rob’s life.
Craig said of his experience: “Our First Aid training was extremely useful in this situation. It’s also the reason we were able to maintain our cool. We had the Queensland Ambulance service on the phone while we were performing CPR on Robert, and they were very helpful. Rob’s family and colleagues have thanked us for what we did, but we both feel it was our duty. While our actions may seem heroic, we do not feel like heroes. We are just happy Rob is still here with us and we were there to help him.”
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Safety & security
Promoting a culture A prominent feature of our ‘One dnata’ identity is our continual focus on safety and security. These are fundamental aspects of our business.
Safety The launch of One dnata, along with a vision, mission and set of core values, further increased our focus for safety to be at the heart of our organisation. We are committed to achieving the highest possible safety and security standards for our customers and their passengers, as well as our employees and facilities. Our employees are the foundation for our continued growth and success; so ensuring their safety and wellbeing at work will drive and motivate improvements not only in safety but other performance areas too. We have long held ISAGO certification and in early 2012 we introduced a Safety Management System (SMS). This enabled us to enhance and streamline reporting, communication and training for our staff.
‘One Safety’ Here at dnata we have a defined vision for safety – to have a culture where all of our people possess the skills, knowledge and confidence to work safely, and feel respected and engaged in helping everyone feel safe. It really drives home the message that safety is everyone’s responsibility. We all want to be safe and we all want our customers, friends and colleagues to be safe – so we should all work together to make sure that we are. In May 2013 dnata launched a new initiative called ‘One Safety’, aimed at changing organisational culture to improve safety performance, moving closer to a ‘zero harm’ workplace. ‘One Safety’ defines and reinforces our attitude and approach to safety. The initiative’s goal is to develop a strong organisational culture, creating and reinforcing safe behaviours among our workforce. By understanding and addressing human factors and individual behaviours, we can ensure that safety is truly a core value at the heart of our organisation.
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Our ‘One Safety’ initiative includes the following: Instilling safety leadership best practices from first-line supervisors to senior executives, so that we can build a culture of commitment towards safety Identifying and reinforcing safe behaviours in the workplace through peer-to-peer observations and feedback Controlling exposures at the working interface through identifying and removing barriers that prevent our people from working safely Engaging our people at all levels of the organisation in continuous improvement and change initiatives to constantly review and improve safety in the workplace Establishing safety codes of practice and ensuring compliance to all local regulations, standards and industry best practice in health, safety and the environment Integrating safety in all aspects of our people management processes, including recruitment, development and performance management Monitoring and measuring success through a safety governance board structure that sits at all levels of our organisation
Ensuring security We follow international best practice at every location, working closely with airport and government authorities to ensure full compliance with local and international security regulations, whilst also investing in technology and training to drive continuous improvement. Our standard security service comprises passenger identiďŹ cation and baggage reconciliation. In addition, we offer the following services, depending on location.
Our services include: Aircraft guarding Valuable cargo handling/storage Secure cabin cleaning Baggage screening and transportation Passenger screening Employee screening Aircraft security sweeps Anti-sabotage checks Security patrols Additional security escorts and services Security supervision of catering facilities, preparation and transportation Secure storage and physical examination of cargo and post ofďŹ ce mail
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21
Innovation
Raising the bar In a world that never stands still, we know that excellence means constantly challenging ourselves to do better. Our quest for innovation places us at the forefront of our industry, and we invest heavily in people, processes and technology.
Security
More efficient loading
Our dual-view X-ray screening machines can penetrate metals up to 50mm thick, allowing us to scan goods on acceptance for better warehouse segregation of secured and nonsecured cargo.
In the Middle East, we were one of the earliest adopters of electric ramp vehicles and ‘smart’ battery charging. We have also introduced Vaculex loading aids in Dubai, which are safer for staff and more cost effective for customers.
We’ve also introduced an explosive trace detector, the IONSCAN 400b, equipped with the latest molecular sampler which can analyse traces of explosives and narcotics.
Better baggage tracking
Climate challenges With our origins in Dubai, no one has more experience in protecting cargo from high temperatures. But we are also innovating at the opposite extreme: dnata Switzerland uses the state-of-the-art Elephant Beta NG from Vestergaard which allow us to save 20% more fluid compared to other trucks. These trucks remove snow by blowing air, which is more efficient and better for the environment than spraying glycol.
We are pioneering BELT – a baggage tracking tool developed in Dubai. It enables us to track any bag travelling between participating airports via Dubai. For example, we now have full visibility of a bag for its entire journey from LHR through DXB to SYD.
Online check-in for all Available to all airline customers hosted on dnata provided DCS and those with no on-line check-in capability of their own.
Transforming pushback We often run trials in one country before rolling out new equipment and processes across all our businesses. For example, in Singapore, we have experimented with driverless pushback, putting us in the vanguard of airport operations. We are also trialling electric and hybrid pushback vehicles, boosting efficiency and dramatically reducing emissions.
22
Innovation
Taking ownership Innovation is not so much about following industry trends as it is about adopting a forward-thinking mindset. We encourage our people to use their imagination to find better solutions that challenge the status quo. Alistair Knox-Crawford, our baggage facilities manager at Heathrow, is a prime example of someone doing just that. He suggested that baggage tracing would be improved if the current system – WorldTracer – was installed on tablet devices, enabling its use at the aircraft door or at the reclaim carousel. What’s more, he made it happen. We also have a good relationship with Avtura, a UK company whose software solutions, including RATT (Realtime Aircraft Turnaround Tool), enable us to guarantee excellent on-time performance. Through the use of RATT, we provide our staff with a checklist – installed on a PDA or smartphone – ensuring that nothing is missed during turnaround. We also use a variety of other performance-enhancing apps, such as an automated system for invoicing – eliminating the need for paper and multiple signatures by sending data directly from the ramp to accounts.
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Customer focus
Tailor-made to suit individual needs We understand our customers’ individual needs. We consistently propose tailor-made solutions to meet their global expectations and local requirements. Our commercial team focuses on our customers’ business, opportunities and success. We offer: Innovative selling propositions Consistency of service delivery and standards across our network Business contingency plans Competitive prices and economies of scale Cost reduction programme Transparent results on our operational performance across the network and analysis of achievements against our customers’ targets With a new customer relationship management programme in place, we make sure our staff – from our front line agents to our senior executives – take good care of our customers. Our key account managers are our customers’ point of contact across our network and their interface with the business. They are responsible for:
Insight from experience: We have proven that it’s possible to thrive in a very challenging economic environment, and to do so without cutting corners. In fact, our expansion into more airports allows us to guarantee end-to-end service quality for our customers as they operate between them. Every day we review and refine the infrastructure, processes and equipment we have developed. This has now become a finely honed operation capable of adapting to high-capacity airfields such as Singapore, Geneva and Heathrow.
Managing and facilitating all communications with our businesses Developing and understanding our customers’ needs and challenges Embracing our customers’ vision and values Sharing ideas and developing a strategy across our network Proposing initiatives and tailored solutions to enhance our customers’ products Identifying opportunities which impact our customers’ business Ensuring a constant level of service to exceed our customers’ expectations
In optimising our internal communication, we better understand our customers’ businesses and best serve their needs.
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The future
Investing in tomorrow Our incredible growth during a period of global financial turmoil speaks volumes about the confidence we have in our mission to deliver our customers’ promises. We have made our long-term commitment clear to our customers and stakeholders, and have been rewarded by three consecutive years of record revenue. We are financially very strong and are investing in order to assure our continued success. Over the past decade we’ve invested in capital expenditures – from the latest technologies (see Innovation, p. 22) to major facilities. We will seek new acquisitions and partnership opportunities that complement our core business streams, while ensuring that our growth continues to be both financially sustainable and in line with our environmental commitments.
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Achieving this means remaining focused on delivering service quality with an adequate financial return for the company and for our customers. Our ambition is to not be the largest combined air services provider. It is to become the best in everything we do.
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Products & services
Distinction through diversity Our comprehensive product portfolio and tailored services help our customers deliver the promises they make.
Ground handling 30
Cargo & logistics 38
Catering 44
Travel 52
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Ground handlingg
Ground handling Today’s airline passengers expect a seamless experience from check-in to baggage delivery. That’s exactly what we deliver, at some of the world’s busiest airports. As the sole ground handling agent at Dubai International Airport, we’ve helped to transform the emirate into a global aviation hub. It’s the world’s busiest airport, with 100 airlines serving 240 destinations. It all adds up to 403,517 aircraft movements each year. dnata also operates at Dubai World Central Al Maktoum International Airport, which opened its doors to passengers in October 2013. And Dubai is just one of our bases. From Australia to the UK, via the Philippines, Singapore, Pakistan, Dubai, Iraq, Italy, the Netherlands, Switzerland, USA and Brazil we offer the highest level of service at 73 airports around the world. Whether we’re helping passengers faceto-face, or ensuring seamless behind-thescenes operations, we smooth the way for over 81 million travellers each year.
AWARDS
Best Air Cargo Terminal Operator (Europe) by Asia Cargo News 2016 Air Cargo News Ground Handler of the Year 2014, 2015 and 2016 World’s Leading Air Travel Service Provider 2015 Best Independent Airport Lounge (dnata Singapore) – Skytrax World Airline Awards 2015
Safety is our core promise. We pride ourselves on the training standards we share with our employees internationally. The majority of our operations are ISAGO certified; the rest are set to follow suit. This fundamental dedication to security and value means our customers have the confidence to maximise their assets and drive their businesses forward.
Our ground handling team handles over
615,000 flights each year
Our differentiators: Precision, safety and responsiveness form the backbone of our services Our customers’ airlines are handled according to their procedures and operating systems Our customers’ businesses are handled by fully trained and experienced agents We ensure the safety of passengers, crew and aircraft, both on the ground and in the air
Air Transport News Ground Handler of the Year (Worldwide) 2014 Ground Handling Provider of the Year, Middle East – ITP Aviation Awards 2013; 2012; 2011; 2010; 2008; 2007 Certificate of Appreciation (Australia) from Cathay Pacific to Toll dnata Adelaide for Best Customer Service – Boarding Airport Awards 2012
ISAGO – IATA Safety Audit for Ground Operations ACCREDITATIONS
Safety and quality are inherent aspects of our corporate culture. This is attested by our certifications:
Certified by Transport Asset Protection Association (TAPA) Certified by Hazard Analysis and Critical Control Points
Aviation Security Certification TACSS Security Validated Regulated Agent, RA3
Best Ramp Performance 2011 (Pakistan)
ISO 9001:2008 – Quality Management System since 2001
DHL Outstanding Handling Service (dnata Singapore) 2012 and 2015
Airport Passenger Handling of the Year, Middle East – ITP Aviation Business Awards 2008
ISO 14001:2004 – Environment Management System since 2004
Outstanding Safety Standards and Practices Award by Dubai Airports 2015
Ground Handling International Ramp Safety Awards for Middle East & Africa 2008
OHSAS 18001:2008 – Occupational Health and Safety Assessment Series since 2008
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Ground handling
Passenger services On the ground, our staff are often the first representatives that passengers of our customers meet. Our services and our commitment to customer care help us keep the promises that our customers make. Our services include: Check-in Gate activities Airport ticketing CIP lounges, meet & greet, and VIP handling Arrival Lost and found Transfer and disruptions Administration and supervision Station management Security
Every day…
We process over
We help over
We handle over
For over
190,000 222,000 1,685 260 pieces of baggage
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passengers reach their destinations
flights
Airlines
Meet & greet
In Arabic, marhaba means ‘welcome’, a name which sums us up perfectly. Inspired by legendary Arabic hospitality, we have been welcoming visitors to Dubai since 1991, providing airport meet & greet, lounges and other travel services. Today we assist more than 2 million passengers every year at Dubai International, Al Maktoum International and Bahrain International airports. Our guests range from tourists and families to corporate travellers and VIPs. In a large, unfamiliar airport, they can rely upon a warm greeting and help with the formalities from our agents.
Our services include: Meet & greet Departure and arrival support Airport lounges Chauffeur services CityStop Visa services Trade and corporate services
In our lounges, customers enjoy complimentary refreshments and WiFi, business facilities and space to relax before their flight.
2 million
over
passengers every year
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Ground handling
Airport lounges In six airports around the world, dnata lounges provide a place for weary travellers to rest and recharge. In total, marhaba and dnata Skyview operate 10 lounges in major travel hubs across three continents, including Dubai, Singapore, Zurich and Muharraq (Bahrain). Most lounges are available 24 hours a day, seven days a week. Every lounge is fully equipped to meet the needs of leisure and business passengers from all airlines. Comfortable seating, a full international buffet and business services–including PCs, WiFi, phones and fax machines– are always available. In select lounges, priority buggy cars are available to shuttle passengers directly to their boarding gates.
Our services include: Business centre Food court Shower and smoking facilities in selected lounges 24-hour television broadcast and reading materials Our locations: Bahrain (BAH) Dubai International Airport (DXB) Dubai World Central (DWC) Geneva Airport (GVA) Changi Airport Singapore (SIN) Zürich Airport (ZRH)
dnata was awarded the World’s Best Independent Airport Lounge (dnata Singapore) at the Skytrax World Airline Awards 2015. Travellers from across the globe took part in the world’s largest airline passenger satisfaction survey to decide the award winners.
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Ramp services With our large, modern fleet of ground support equipment, we load and unload a wide range of aircraft. In ramp handling, every second counts and we’re 100% dedicated to ensuring that our customers’ tight schedules are met. Through our modern ramp services, we deliver a wide range of aircraft handling functions, including aircraft loading and unloading, technical support functions, provision of pushback vehicles, air start units, air conditioning units, ground power units, potable water units and toilet servicing units.
Our services include: Air start Aircraft interior/exterior cleaning Toilet services Water services Catering/ramp removal Ice-snow removal Baggage handling Marshalling Parking Cooling/heating Ramp to flight-deck communications Loading/unloading Starting Safety Moving of aircraft Cabin equipment Cabin material storage
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Ground handling
Load control, communication & flight operations Our fully licensed flight dispatchers work around the clock to provide air crew with comprehensive flight briefings. This includes a careful analysis of aeronautical activities and weather conditions. Meanwhile, our load planners ensure the safe departure of aircraft with maximum payload. Our control centre maintains flight watch, monitors flight movements, provides airlines with 24-hour coverage and assists flights within VHF range. Our services include: Load control Communications Flight operations Crew administration
Aircraft appearance Our meticulous attention to detail is evident in everything we do. When it comes to ensuring our customers’ aircrafts are spotless inside and out, commercial airliners receive the same exact attention as private jets. Our services include comprehensive interior and exterior cleaning, litter and waste disposal, cabin dressing, disinfecting and sanitising. From garnering an understanding of what our customers expect and require, to planning cleaning schedules, we offer consistently high service and deliver flawless results time and again. We also offer an integrated clean and search service. This service aims to make the departure process more efficient for our customers. We undertake a mandatory search as the aircraft is cleaned, thus eliminating the need for a separate search prior to departure. In Australia, our professional aircraft cabin-cleaning provider, Cabin Services Australia, has been successfully meeting the needs of more than 30 international and domestic airlines since 2006. Cabin Services Australia is strategically located airside so it can respond to our customers’ demands quickly and efficiently, while specialising in all aspects of aircraft cabin cleanliness, presentation and maintenance. Our services include: Full interior and exterior cleaning services All litter and waste disposal Cabin dressing
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Disinfecting and sanitising Clean and search
Private Aviation Services By bringing together the highest levels of expertise and quality, we continue to set new industry standards in luxury aviation worldwide. Our customers have exacting requirements and demand premier services, and that’s precisely what we deliver. We have an accomplished team of dedicated professionals who understand every industry procedure and protocol. From helicopters to Airbus A380 airliners, we are fully versed in handling all types of aircraft and private jets.
We consider every little detail of our customers’ journeys, so they can relax and enjoy their travel experience. Whether they’re arriving or departing, all our passengers receive the highest levels of service excellence. We also have a suite of VIP lounge facilities available. We receive heads of state, royalty and government officials with esteem and discretion. The extent of our repeat business speaks volumes about our customers’ delight with our professionalism. Our services include: Access to VIP lounge Access to royal suite terminal 24/7 aircraft security In-house de-icing Fuelling services VIP catering Chauffeur services
On departure, we offer: Kerbside meet & greet service Escort through departure controls VIP lounge facilities Personalised luggage handling VIP transfer to aircraft steps On arrival, we offer: Meet & greet service, and escort through formalities Personalised luggage handling to customs hall Luggage transfer from customs hall to passenger vehicle Additional services: Door-to-door chauffeur service Helicopter transfer VIP aircraft in-flight catering
We offer a full spectrum of crew services including transport, accommodation, immigration and security escorts, full flight briefings with weather and notice to Airmen (NOTAMs), and runway slot negotiation.
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Cargo & logistics Just as Dubai has become a vital commercial hub, so have we grown internationally to become one of the world’s leading cargo service operators.
From the Netherlands to Australia, the UAE to the USA, our cargo teams move over 2.5 million tonnes a year across three continents – that’s more than 6,800 tonnes every day! From flowers, food and other perishables, to luxury cars and even animals – we handle each item with care. In a world of instant communication, expectations run high. Real-time tracking helps us to turn around express cargo in less than one hour. We are continually pioneering industry standards through investment in technology. In 2010, for example, we launched the first carbon-neutral warehouse in the Middle East. Even under extreme conditions, our people deliver on the promise to send each item on its way in a safe, timely manner. Our cargo operations continue to expand internationally and so, more often than not, it’s our people loading and unloading the shipments at each end – with the same care and dedication every time.
Our services include: Warehousing Equipment supply Export cargo acceptance and flight build-up Import cargo flight breakdown and delivery Customs control Irregularities handling Document handling Transfer and transit Mail handling Express handling Live animal handling Station management Cargo logistics Perishable goods Dangerous goods Valuable goods
Our cargo teams move over
2.5
million tonnes of cargo annually
We currently serve over
198
airlines from around the world
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dnata City The next generation of cargo handling at London Heathrow Airport, dnata City delivers industryleading air cargo logistics services at one of the world’s busiest airports. The facility offers our customers a range of versatile options to suit their needs, including high calibre security systems, warehouse door management system, workflow and barcoding systems with the ability to be compatible for a paperless environment. We have ongoing cargo community seminars and dialogue to ensure that we continue to innovate and provide a future-proof cargo handling service. Our state-of-the-art facility includes: A 20-acre secure and gated cargo complex Five on-site cargo handling warehouses with a sixth facility nearby at South Point Located within the complex is the airside cargo transportation service A 60,000 square foot yard and operations centre controls the airside cargo transportation service to and from our cargo facilities. A fleet of 85 modern trucks equipped with GPS tracking equipment provides 24/7 coverage, with 4,700 truck movements currently servicing 875 flights every week.
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We are set to enhance dnata City even further by developing new cargo space, warehousing and offices; fully automated cargo handling systems; chiller rooms; and valuable handling facilities specially designed to continue to develop our business further and meet tomorrow’s customer needs.
Coolchain Our dedicated perishable cargo handling centre at Changi Airport, Singapore, Coolchain is a SGD 4 million investment by dnata. It has the capacity to handle loose and intact cargo, build-up and break-down requirements, and offers chilled and frozen storage for goods such as fresh fruit, meat and pharmaceuticals. We ensure that our customers’ products are stored at their optimum condition and are handled with the highest care and safety standards. The 15,000 square feet facility also features real-time facilities management and has increased Changi Airport’s perishable handling capacity by 75,000 tonnes annually.
Cargo & Logistics
Freight forwarding We contemplate all possible solutions for our customers, before recommending the most suitable option. Our freight forwarding activities in Dubai are operated by two companies:
SDV UAE LLC
Freightworks
Incorporated in mid-2008, SDV UAE is a joint venture between several organisations: dnata, The Kanoo Group in the UAE, SDV International Logistics in France and SDV Bolloré Africa Logistics (a subsidiary of Bolloré – a highly diversified, independent industrial group that ranks among the world’s top 10 in transport and logistics).
Established in 1975, Freightworks is an international freight forwarder and logistics provider in Dubai, UAE. It is a joint venture between the shareholder dnata and The Kanoo Group.
This joint venture has created one of the UAE’s largest logistics solution providers, operating in 99 countries and employing over 26,000 employees. This extensive network guarantees end-to-end control. SDV UAE offices are grouped together in five regions: Africa (Bolloré Africa Logistics), Europe, Middle East (headquartered in Dubai), Asia-Pacific and the USA. SDV UAE specialises in international freight forwarding, transportation and logistics, and is strategically situated in the Dubai Airport Free Zone (DAFZ) where administration, warehousing and distribution are handled. It is a fully-fledged service centre with dedicated teams that manage an extensive list of services. Our services include: Customer services and operations for handling personalised services for direct sea and air cargo Air and sea consolidation services Non-vessel operating common carrier (NVOCC) Aerospace Storage Exhibition and logistics Project handling Sea air transhipment Air/sea charters
Along with a wide range of transportation and logistics solutions, Freightworks provides commercial and private removal services to local and international destinations. They also handle project cargo planning, AOG/aircraft parts logistics and exhibition handling, while linking the supply chain requirements of customers through their network of partners worldwide. Our services include: Logistics — Third party logistics services Line Project Art
— NVOCC sea freight operations — Cargo planning and shipment — Movement of art installations, locally and internationally Expo — Exhibitions and logistics Mover — Household and commercial moves, locally and internationally Lean — Consolidated air and sea shipments Warehousing — Storage, inventory and distribution services Link — Rapid, secure road transportation
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Road feeder services
GSSA services
Pan Airport Logistics Pan Airport Logistics (PAL) is a joint venture between dnata and Public Warehousing Corporation Airport Logistics and was created in 2006. Both organisations have brought expertise, manpower, IT systems, equipment and vehicles to the partnership. PAL operates from Dubai Cargo Village and offers our cargo operations customers road feeder services between all airports in the Gulf region. We provide our customers with a wide choice of off-line routings and quality service at competitive rates. Our fleet of state-of-the-art 45 foot trailers can accommodate four fullsize Boeing 747 freighter pallets at a time. Each vehicle is designed to interface with the loading docks of air cargo terminals so as to eliminate the need for forklifts during loading and unloading. We currently serve over 75 airlines in the Middle East and have plans to expand internationally. As well as our physical operations, we provide class-leading solutions for managing the increasingly complex world of airline operating systems. Our services include: Management of airline operating systems Comprehensive physical operations Smooth co-ordination of aircraft and cargo Fully transparent, reportable and trackable systems
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Cargo Partners Cargo Partners is our General Sales and Services Agent (GSSA) and provides a liaison service between 26 principal airlines and a multitude of local agents. Our exceptional air services professionals also provide first-rate support on an international level. Our success is built on foundations of seamless logistical services and we continue to set ever-higher industry standards. Our services include: Cargo station management Helping airlines to operate more profitably Delivering a full complement of handling services Acting as a business link between airlines and local agents Ensuring consignments are delivered to the receiving points
BEST GSSA IN THE MIDDLE EAST 2015 & 2016 by SCATA
Cargo & Logistics
Calogi cargo portal
Calogi provides air cargo supply chain stakeholders with a comprehensive, state-of-the-art air cargo portal. We are committed to offering our customers a range of reliable, secure, simple and cost effective e-freight business solutions. Designed to simplify the cargo business, we enable local supply chain stakeholders to trade seamlessly on one platform, thus simplifying the traditionally complex air cargo business model. We are the world’s leading air cargo solutions portal and we are changing the air cargo landscape by replacing outdated manual, paper-based processes with highly efďŹ cient, automated solutions. Calogi offers solutions for shippers, forwarders, airlines, general sales agents, terminals, consignees and third party logistics providers.
Our services include: Availability and booking End-to-end shipment management e-Air waybill e-Consignment security declaration Credit management Stock control Rate management Tracking
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Catering
Satisfaction guaranteed Today’s travellers expect an exceptional dining experience when they fly. Good food, served well, is crucial to customer satisfaction, on the ground and in the air. We select impeccable produce, prepare it with flair and serve it with the friendly professionalism for which dnata is renowned. These ingredients, skillfully blended, create a recipe that will delight your passengers.
UK, Singapore to South Africa. Wherever we operate we bring the same uncompromising standards in safety, security, service and cost management.
We have expanded across the globe and now provide inflight catering, on-board retail and airport food and beverage at many of the world’s major airports, from Australia to the
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Catering
We live and breathe food, its taste and presentation We treat your customers like they are our guests. And because they expect food to be good and wholesome, we maintain the highest global quality assurance standards. We work with event catering companies, restaurants and other partners where applicable, to drive quality and innovation. We also constantly review all our operational activities to help our customers save costs and improve our own profitability and sustainability.
We support our businesses globally with qualified personnel. For instance, we support our Asian carriers in Italy and South Africa by bringing in Asian chefs from Singapore. Our operational managers move from region to region to share knowledge and learn from other colleagues.
Continental Caterer of the Year, BusinessFirst Category, Crystal, 2011 AWARDS
Delta Airlines - Grand Slam Award, 2009 On Board Services - Diamond Award
China Airlines - Best Caterer Award, Singapore, 2015
Design Effectiveness Award, Design Business Association (DBA)
Singapore Airlines - Excellence in Catering Award, Adelaide, 2014-2015 Air China - Best Caterer Award, 2015 Jetstar - Group Caterer of the Year, 2014 Cathay Pacific - Best Caterer, Adelaide, Group 2, 2014 Qantas - Captain’s Choice Tour Charter, 2013 Brioche Dorée Best International Result, 2012 Etihad Airways Best Regional Caterer, 2011-2012 Air China - Flight Caterer Award, 2012 Hainan Airlines Outstanding Caterer Awards, 2012 Garuda Indonesia Caterer Appreciation Award, 2012 Etihad Airways Best Caterer, Sydney and Melbourne, 2012 United Caterer of the Year, Tier 2, 2011
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CERTIFICATIONS Our facilities are certified to the highest standards, including: HACCP certified ISO 22000:2005 ISO 9001:2008 Halal certified Kosher certified
Our quality Quality means doing it right, even when no one is looking. dnata offers quality commitment, leadership capability and quality culture with the goal of becoming the best at what we do – delivering high-quality, safe food to all our customers. We continually strive to improve things for the better, working closely with our partners to develop innovative products of the highest quality that suit our customers’ requirements and desires. We operate rigorous quality-management systems, supported by a range of on-site audits and product testing methods. All of our suppliers are required to meet high standards for quality, safety and environmental sustainability. dnata adheres to a robust catering quality assurance plan to ensure that all hygiene, halal, security and catering operational requirements satisfy given requirements. How we maintain quality: Regular checks, audits and assessments for continual improvement Analysis of all feedback and communication received through all relevant departments Careful consideration of end-user recommendations Analysis of trends for operational impact with management from related areas of the business How we lead quality: Working towards building a cost-effective business Compliance to IFSA World Food Safety guidelines and HACCP principles Having open communication exchange and dialogue between supplier and customer to avoid confusion and assumptions
dnata catering in numbers Over
134
503,000 63 Over
aircraft handled annually
customer airlines
airports operated
158,000 500 Over
OVER
square metres of kitchens
chefs
8,300
Over
Over
Over
117
320,000 40
million meals prepared and delivered annually
meals a day
EMPLOYEES
restaurants
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Catering
Inflight catering We serve over 117 million meals in the air every year. Each one is beautifully cooked with exceptional local ingredients and a dash of imagination. Our award-winning chefs create authentic menus for all flight classes, showcasing your airline’s local cuisine and respecting your passengers’ cultural and dietary requirements. We have kitchens specialising in Halal, Indian, Chinese and Japanese food, to name but a few. Our food division serves customers at 63 airports in 14 countries. We have catering, packing and distribution facilities in the UK, the USA, Singapore, Italy, Australia, the UAE, South Africa, Czech Republic, Romania and Jordan, enabling us to manage customers’ catering requirements with skill and efficiency wherever they are in the world.
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Why dnata: Our dedicated teams constantly strive for service excellence Our catering business units are award-winning Our expert chefs serve our diverse customer base with authentic dishes We continually improve every aspect of our quality and food safety systems dnata inflight catering services include: Onboard catering Onboard retail Frozen entrée manufacturing Pre-packaged solutions
Inflight retail Our inflight retail services deliver some of the best sales figures in the air. We offer a broad range of inflight retail products and services, including boutique and branded products. Backed by the latest technological innovations and a team of industry experts, we provide our customers with inflight retail solutions to suit every traveller. We also provide cost-effective shared services and a fully integrated turnkey operation, resulting in industryleading figures for onboard sales per head.
Why dnata: Industry experts with proven experience Industry-leading spend per head Cost-effective shared services Fully integrated turnkey operation Our services include: Onboard sales Crew retail training
Our catering brands:
In order to satisfy the taste buds of our customers’ discerning passengers, our experienced chefs are continually designing new and creative menu selections of the highest culinary standards. Our hygiene team, comprising food microbiologists and qualified hygiene officers, conducts daily laboratory testing and inspection at every stage of food preparation. By doing so, we ensure that each and every meal meets our stringent hygiene benchmark before being speedily delivered to our customers’ aircraft. Reliability is the key to our operations. Our flight kitchen operates on a ‘flow and communications’ system that tracks the flow of orders with precision. Countries Served: Australia Bulgaria China Czech Republic Italy Ireland Japan
In 2012, En Route International Limited became part of the dnata family. Operating in London and Dubai, En Route now provides premium baked goods and packaged meals to clients such as British Airways, Delta Air Lines and Emirates. En Route has an impressive portfolio, comprised of the brands yum.me, In the Mood for Food and me, myself & my..., all of which tempt and treat our customers’ passengers. For example, the yum.me brand of gourmet-style dishes and snacks has been developed to deliver a home-away-from-home dining experience. Free from preservatives, its selection is made with all natural, slow-cooked ingredients and has proved consistently popular with our customers’ passengers.
Jordan Romania Singapore South Africa UK UAE USA
Our brand portfolio also includes:
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Catering
Airport food & beverage Over 25,000 customers per day visit our F&B outlets, and that number is growing. We operate outlets at airports in the UAE, Jordan, Bulgaria and Romania serving a wide range of international and traditional products. Our portfolio now spans 14 innovative brands, including Refuel, Grab & Go, World News CafĂŠ, Catalina, Burger King, Brioche DorĂŠe and Espressamente, all managed to the same outstanding quality control and safety standards.
Our brands:
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Why dnata: Wide range of international and traditional products Catering to many cultural and dietary needs Excellent quality control and safety procedures Our services include: Operating airports’ food and beverage offer Licensing international trademark brands for airport use
I am impressed by the high degree of quality in the food on Première Classe with the launch of our new menu selection. Air France
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Travel
The right package We provide comprehensive travel services for individuals, companies and the travel trade across 77 countries. We manage everything from business and incentive travel to worldwide tour operations, including destination management, leisure, sports and active holidays. We also offer sales and marketing services for a broad range of hotels, along with specialist travel services for government, offshore and marine industries. Over Over
305,000
200
global hotels in our database
travel outlets Over
3.5million
Number of bookings handled by our travel advisors last year
AWARDS
2015 Best Service Performance Brand by Dubai Service Excellence Scheme 2014 Business Excellence Awards Dubai; Best Performance Brand Leading Business Travel Agency; Middle East Leading Travel Management Company; Saudi Arabia Leading Travel Agency; UAE
2015 British Travel Awards; Best Travel Company to The Middle East and Best Travel Company to The Indian Ocean
2015 Globe Travel Awards; Best Long Haul Operator (multi destination) TTG Travel Awards; Training Programme of the Year Travel Bulletin Star Awards; Star Operator for Incentives FAM Trips
Operating in
77 countries
2015 British Travel Awards; Best Travel Retailer For Customer Service, Best Hotel Booking Website and Best Online/Call Centre Travel Agency
2015 UK Digital Experience Awards; Best Use of Website to Build Your Brand and Hospitality / Travel / Retail (Silver Award) Online Retail Awards; Travel & Leisure – Award of Commendation
2016 Globe Travel Awards; Best Long Haul Operator 2015 Globe Travel Awards; Best Consolidator
2015 & 2016 Trusted Merchant; Feefo
TTG Travel Awards; Tour Operator of the Year
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Travel
Consumer business Over the years, we’ve expanded and developed to meet our customers’ growing travel needs by developing our brands and acquiring interests in other established travel companies.
Made up of over 200 retail outlets, a multi-lingual call centre and a multi-language / currency website, dnata Travel operates across the UAE, Kingdom of Saudi Arabia, Bahrain, Qatar, Oman, Afghanistan, Iraq and India. Offering a broad range of travel products; flights, hotels, holidays, tours, cruises, car hire, travel insurance and visa services – it is a truly comprehensive offering, where you’ll find competitive rates alongside excellent service, for peace of mind.
Established over 20 years ago, Emirates Holidays offers high quality tailor-made package holidays to travellers in 37 countries, based on Emirates’ expanding airline network. It is the largest airline tour operator in the Middle East, offering packages to worldwide destinations, and also serves a growing international customer base, with an emphasis on Dubai, the Indian Ocean and the Far East. Emirates Holidays specialises in complete tailormade itineraries covering everything from flights and hotel bookings to excursions, which it can organise at any destination. Hand-picked destinations are carefully selected and checked to ensure each detail is perfect.
Website: dnatatravel.com
Website: emiratesholidays.com
The acquisition of Travel Republic - a leading online travel agent - in 2012 provided customers with access to 650 destinations worldwide through partnerships with over 100 airlines, along with a database of over 300,000 international hotels.
On the high street – with seven stores across the UK, on the phone and online; Travelbag offers tailormade travel through all its channels. Founded in 1979, and acquired by dnata in late 2014 – as part of Stella Travel Services – Travelbag continues to strengthen its market position, and one way it does that is through its team, with an award-winning Apprenticeship programme in place to support employees in developing their skills, to ultimately deliver better service and sales.
Every year, over 2 million customers make their travel bookings through the Travel Republic website. As such, the company is set to be one of the largest travel companies in Europe, with websites and mobile sites in the UK, Ireland, Spain and Italy.
Website: travelrepublic.co.uk
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Website: travelbag.co.uk
Acquired by dnata in early 2014 – as part of the Gold Medal Travel Group – Netflights.com is a UK-based business that offers thousands of air fares covering hundreds of routes around the world, along with a choice of over 40,000 hotels, and car hire options with more than 8,500 pick-up and drop-off points available. It is made up of a multi-award-winning website and an expert team of sales agents, with bookings able to be made online or on the phone.
Sunmaster offers UK customers great value holidays to sunny destinations. The experienced team works to source the very best deals, and the many thousands of customers each year are testament to this. Sunmaster was acquired by dnata in late 2014 – as part of Stella Travel Services – and takes bookings on the phone from its call centre, or online.
Website: netflights.com
Website: sunmaster.co.uk
Imagine Cruising is one of the UK’s leading cruise and stay holiday distributors with expertise in both the tour operating and retailing of cruises, working with all the leading UK and international cruise lines.
In 2014, dnata partnered with City Sightseeing Worldwide in a joint venture to run tour bus services in Dubai. City Sightseeing Dubai offers a hop-on hop-off sightseeing experience. Buses are European Volvo buses and featured the latest technology in hop-on, hop-off buses. Tours include several stops amongst four main routes and audio commentary is available in 13 languages. City Sightseeing Worldwide was founded in Spain in 1999 and has grown to be the largest ‘hop on- hop off’ bus tour company in the world with open top buses, and currently operates in over 100 cities on six continents.
Based in Swindon, UK, with offices in Cape Town and Dubai, Imagine Cruising provides passengers with a range of cruise options around the world. In 2015 dnata acquired a majority stake in Imagine Cruising.
Website: imaginecruising.co.uk imaginecruising.ae
Website: citysightseeing-dubai.com
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Travel
Business to business Our business to business portfolio is large and diverse; offering travel management services, travel trade brand, offshore and marine expertise and government travel.
Renowned for the exceptionally high quality of its service, MMI Travel caters to over 175 small to medium-size businesses across the UAE. MMI Travel specialises in travel management services, using negotiating and buying power to help clients achieve cost savings and take control of their business travel spend. Also offering the opportunity to customise a wide range of leisure packages for corporate travellers, such as cruises, trekking, golf holidays, cultural tours, beach resorts, safaris, theme parks, sports events, adventure holidays and city breaks. As an accredited travel management company, MMI Travel provides travel-related loyalty programmes for many banks, as well as incentive travel.
As the Middle East and West Asia regional managing partner for Hogg Robinson Group (HRG), one of the world’s leading travel companies, clients include multinationals and small to medium-size enterprises alike. The HRG client base is from a broad range of business streams, including but not limited to banking, pharmaceutical, consultancy, oil and gas, and telecommunications. Each business sector is supported by specialised consultants trained and experienced in delivering high quality services tailored to meet the requirements of customers. In addition, HRG can offer travel services for corporate leisure, specifically designed to meet the leisure needs of corporate clients.
Website: corp.mmitravel.com
Website: hrgworldwide.com
Gold Medal (UK) and PURE LUXURY became part of dnata in early 2014. Both UK-based brands trading through the UK travel trade, they specialise in long-haul travel. Gold Medal has a long history as an award-winning flight consolidator and tour operator, specialising in tailor-made itineraries covering everything from simple scheduled air to complex multi-centre holidays. Similarly, PURE LUXURY creates bespoke itineraries to some of the world’s leading five-star resorts. Each brand has its own well-travelled and experienced sales team, with PURE LUXURY also featuring a concierge service, and Gold Medal having a B2B bookable website.
Travel 2 and Simply Luxury are two UK-based B2B brands and, as part of Stella Travel Services, were acquired by dnata in late 2014. Multi-award-winning Travel 2 has been providing tailor-made holidays for over 34 years, and boasts an impressive portfolio of long haul products; competitive airfares, a vast selection of hotels and villas, extensive touring options and cruise holidays. Simply Luxury is an exclusive brand, providing the finest luxury holidays to both long and short haul destinations, with hotels hand-selected to ensure holidays are perfectly tailored to the clients’ requirements.
Gold Medal (UAE) launched in 2015, to offer flights, hotels and holidays through travel agents in the UAE.
Website: pureluxuryholidays.co.uk goldmedal.co.uk goldmedal.ae
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Website: travel2.com
A joint venture between dnata and Norway-based G Travel in 2016 saw the formation of G Travel International. The joint venture operates as ‘G Travel international’, and provides global travel management services for offshore, marine and corporate clients. Joining two successful businesses enhances the collective offering to customers and the travel trade on a global level. Norway-based G Travel offers best-in-class solutions for corporate, event and conference, leisure travel and is one of the leading Travel Management Companies in the global marine and offshore travel sector with its growing international and regional network.
The Arabian Adventures Meetings, Incentives and Events team is a highly-qualified and quality-driven team. It brings together many nationalities and professional backgrounds that combined, offer clients a service that is unmatched. Over 25 years of expert networking has allowed them to build excellent relationships with local authorities whose assistance, support and cooperation is often vital to the success of an event. They are renowned for providing exceptional service standards and are perfectly positioned to meet any requirements. Providing their clients with the highest customer service standards, client safety and unparalleled operational standards are just some of the service promises.
Website: gtravelinternational.com
Website: arabian-adventures.com
The Global Travel Group has been established for over twenty years, inspiring people to run their own successful business within the dynamic world of travel in the UK.
Congress Solutions International is a full-service professional congress organiser, based in Dubai.
Acting as a consortia, members benefit from negotiated commercial terms with leading suppliers, in-house technology and ATOL bonding, which allows members to dynamically package and tailor holidays to their client’s needs. The Global Travel Group became part of dnata in late 2014, as part of the Stella Travel Services acquisition.
Website: globaltravelgroup.com
The highly-experienced, dedicated and multinational team of professionals offer a complete consultance and management service to government institutions, professional bodies and associations. The comprehensive range of services available includes conferences, exhibitions, marketing and communications.
Website: congresssolutionsinternational.com
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Travel
Business to business Government travel
Air divisions
Since 1966, the government travel team has been catering to the varied requirements of government, semi-government and prominent national organisations. It also provides an exceptional level of service, care and attention for VIP travellers according to their individual needs. Whether it’s for official travel, family holidays, or Hajj and Umrah, efficient, reliable and cost effective travel solutions are always provided. The experienced, specialist travel consultants work within major government departments across the UAE, including the offices of the Diwan, the Crown Prince, Dubai Police, Dubai Health Authority and Dubai Municipality.
The air divisions provide a range of General Sales Agent (GSA) services to support the marketing and promotion, sales and distribution, and representation of customers – which in this case are airline partners. GSA acts as the essential link between the airline partner and the regional travel trade. Working to deliver the airline partners’ business requirements, and promote and sell their services. With a cosmopolitan team of dedicated specialists, the portfolio is currently made up of 30 major airline partners in the UAE and the GCC. In addition, the range of outsourcing options offered is vast and flexible enough to meet the needs of a variety of different business models.
Airline, hotel & attraction representation Acting as a representative for a range of partners, including airlines, hotel groups and attractions, dnata provides a range of series to support the operations, sales, distribution, marketing, promotion and representation of those customers. As a commercial representative, dnata is an essential link, connecting its partners with customers (both through the regional travel trade and directly), and utilising its portfolio of outsourcing options to meet the needs of a variety of different business models.
Offshore & marine The offshore and marine business operates across six continents, specialising in crew rotation and managing all travel requirements for this highly specialised sector. It is the largest offshore and marine travel services provider in the Middle East, working with more than one hundred local, regional and global companies. A specialist in the oil, gas, shipping and marine industries, the main purpose of this business is to help clients move their employees and contractors between locations worldwide. The offering includes off-the-shelf and tailor-made solutions, including visa services, integrated air-to-sea travel management, marine and offshore crew transfers, ship chandler and other specialised services.
EmQuest is a travel distribution company that develops markets and operates innovative technologies, products and services. It manages a large network of brands, content and service offerings that are designed to meet the unique and specific needs of all levels of players within the travel industry, especially those based in the Middle East and Africa regions. Whether a travel agent, tour operator, car rental company, hotel or airline, it can connect them with millions of travellers around the world – easily, effortlessly and efficiently.
Website: EmQuest.ae
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Destination management Three leading destination management companies make up dnata's portfolio. Offering efficient and reliable transfer services as well as in-destination expertise and experiences.
Arabian Adventures is the Gulf’s leading destination management company, with a client list that includes many of the world’s most respected tour operators, incentive houses and cruise lines, as well as a popular direct-to-consumer offering. It offers travellers personalised service and genuine Arabian hospitality, plus the peace of mind that comes with booking with the region’s most experienced tour operator. The full service offering includes everything from planning, contracting hotel space, and operation of excursions and safaris to assistance on departure. Arabian Adventures is committed to conserving the environment and is the only operator in the Middle East to have consistently been awarded CEMARS carbon reduction accreditation since 2010. Its Dubai-based safaris operate in the Dubai Desert Conservation Reserve and a portion of the fee is donated to local conservation projects. Website: arabian-adventures.com
Destination Asia provides a broad spectrum of services for the leisure, cruise and conference and events market segments. The company works with a global portfolio of customers – including tour wholesalers / tour operators – to provide tailored Individual travel experiences and creative solutions for meetings professionals, including support for incentive trips, conferences and exhibitions at key centres across Asia. Cruise Asia@Destination Asia –the company’s cruise brand – is the region’s leading provider of shore-side services, operating at more than 100 ports from Japan to Indonesia, and Hong Kong to Burma. This includes shore excursions, turnaround services and itinerary consulting for cruise lines from around the world.
Website: destination-asia.com
As destination management specialists in the UAE and Oman, Gulf Ventures has been successfully trading in the Arabian Gulf for over 40 years and is proud of its industry acclaim. With a multi-lingual, multi-cultural team, the aim is to surpass the expectation of clients, with a range of services to individual, group or cruise travellers as well as multi-nationals and government departments. Services include visa assistance, meet and greet, airport transfers, tours and excursions, pre and post cruise services, accommodation, special interest activities and corporate events.
Website: gulfventures.com
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Air services global network
Air services global network Ground Handling Region, Country and Airport Passenger AFRICA South Africa Cape Town (CPT) Johannesburg (JNB) ASIA China Guangzhou (CAN) Hong Kong (HKG) Japan Tokyo (HND) Pakistan Faisalabad (LYP) Islamabad (ISB) Karachi (KHI) Lahore (LHE) Multan (MUX) Quetta (UET) Peshawar (PEW) Philippines Cebu (CEB) Clark (CRK) Manila (MNL) Singapore Changi (SIN) OCEANIA Australia Adelaide (ADL) Brisbane (BNE) Cairns (CNS) Canberra (CBR) Coolangatta (OOL) Darwin (DRW) Melbourne (MEL) Perth (PER) Sydney (SYD) Townsville (TSV) New Zealand Auckland (AKL) EUROPE Bulgaria SoďŹ a (SOF)
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Ramp
Load Control & Flight Operations
Aircraft Appearance
Meet & Greet
Airport Lounges
Security Services
Cargo and Logistics Region, Country and Airport
Warehouse handling
Mail handling
GSSA
Cargo Web Portal
Catering Road Feeder
Freight Forwarding
dnata Catering
Alpha Catering
dnata Newrest Catering
En Route Catering
AFRICA South Africa Cape Town (CPT) Johannesburg (JNB) ASIA China Guangzhou (CAN) Hong Kong (HKG) Japan Tokyo (HND) Pakistan Faisalabad (LYP) Islamabad (ISB) Karachi (KHI) Lahore (LHE) Multan (MUX) Quetta (UET) Peshawar (PEW) Philippines Cebu (CEB) Clark (CRK) Manila (MNL) Singapore Changi (SIN) OCEANIA Australia Adelaide (ADL) Brisbane (BNE) Cairns (CNS) Canberra (CBR) Coolangatta (OOL) Darwin (DRW) Melbourne (MEL) Perth (PER) Sydney (SYD) Townsville (TSV) New Zealand Auckland (AKL) EUROPE Bulgaria SoďŹ a (SOF)
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Air services global network
Air services global network Ground Handling Region, Country and Airport Passenger Czech Republic Prague (PRG) Ireland Cork (ORK) Dublin (DUB) Italy Alghero (AHO) Bari (BRI) Bergamo (BGY) Bologna (BLQ) Brindisi (BDS) Cagliari (CAG) Catania (CTA) Florence (FLR) Genoa (GOA) Lamezia Terme (SUF) Milan Linate (LIN) Milan Malpensa (MXP) Naples (NAP) Olbia (OLB) Palermo (PMO) Pisa (PSA) Rome Ciampino (CIA) Rome Fiumicino (FCO) Trapani (TRA) Turin (TRN) Venice (VCE) Verona (VRN) Netherlands Amsterdam (AMS) Romania Bucharest (OTP) Switzerland Geneva (GVA) Zurich (ZRH) United Kingdom Aberdeen (ABZ) Belfast (BFS) Birmingham (BHX) Bristol (BRS) Cardiff (CWI)
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Ramp
Load Control & Flight Operations
Aircraft Appearance
Meet & Greet
Airport Lounges
Security Services
Cargo and Logistics Region, Country and Airport
Warehouse handling
Mail handling
GSSA
Cargo Web Portal
Catering Road Feeder
Freight Forwarding
dnata Catering
Alpha Catering
dnata Newrest Catering
En Route Catering
Czech Republic Prague (PRG) Ireland Cork (ORK) Dublin (DUB) Italy Alghero (AHO) Bari (BRI) Bergamo (BGY) Bologna (BLQ) Brindisi (BDS) Cagliari (CAG) Catania (CTA) Florence (FLR) Genoa (GOA) Lamezia Terme (SUF) Milan Linate (LIN) Milan Malpensa (MXP) Naples (NAP) Olbia (OLB) Palermo (PMO) Pisa (PSA) Rome Ciampino (CIA) Rome Fiumicino (FCO) Trapani (TRA) Turin (TRN) Venice (VCE) Verona (VRN) Netherlands Amsterdam (AMS) Romania Bucharest (OTP) Switzerland Geneva (GVA) Zurich (ZRH) United Kingdom Aberdeen (ABZ) Belfast (BFS) Birmingham (BHX) Bristol (BRS) Cardiff (CWI)
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Air services global network
Air services global network Ground Handling Region, Country and Airport Passenger United Kingdom Doncaster (DSA) Edinburgh (EDI) East Midlands (EMA) Glasgow (GLA) Liverpool (LIV) Leeds Bradford (LBA) London Gatwick (LGW) London Heathrow (LHR) Luton (LTN) Manchester (MAN) Newcastle (NCL) Stansted (STN) MIDDLE EAST Bahrain Manama (BIA) Iraq Erbil (EBL) Jordan Amman (AMM) Marka (ADJ) UAE Dubai (DXB) Dubai World Central (DWC)
Sharjah (SHJ) NORTH AMERICA USA Atlanta (ATL) Austin (AUS) Boston (BOS) Chicago O’Hare (ORD) Dallas Ft Worth (DFW) Detroit (DTW) El Paso (ELP) Grand Rapids (GRR) Houston (IAH) Indianapolis (IND) Laredo (LRD) Los Angeles (LAX) Lubbock (LBB) McAllen (MFE) Milwaukee (MKE)
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Ramp
Load Control & Flight Operations
Aircraft Appearance
Meet & Greet
Airport Lounges
Security Services
Cargo and Logistics Region, Country and Airport
Warehouse handling
Mail handling
GSSA
Cargo Web Portal
Catering Road Feeder
Freight Forwarding
dnata Catering
Alpha Catering
dnata Newrest Catering
En Route Catering
United Kingdom Doncaster (DSA) Edinburgh (EDI) East Midlands (EMA) Glasgow (GLA) Liverpool (LIV) Leeds Bradford (LBA) London Gatwick (LGW) London Heathrow (LHR) Luton (LTN) Manchester (MAN) Newcastle (NCL) Stansted (STN) MIDDLE EAST Bahrain Manama (BIA) Iraq Erbil (EBL) Jordan Amman (AMM) Marka (ADJ) UAE Dubai (DXB) Dubai World Central (DWC)
Sharjah (SHJ) NORTH AMERICA USA Atlanta (ATL) Austin (AUS) Boston (BOS) Chicago O’Hare (ORD) Dallas Ft Worth (DFW) Detroit (DTW) El Paso (ELP) Grand Rapids (GRR) Houston (IAH) Indianapolis (IND) Laredo (LRD) Los Angeles (LAX) Lubbock (LBB) McAllen (MFE) Milwaukee (MKE)
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Air services global network
Air services global network Ground Handling Region, Country and Airport Passenger USA New York JFK (JFK) Newark (EWR) Ontario (ONT) Orlando (MCO) Philadelphia (PHL) San Diego (SAN) Sanford (SFB) San Francisco (SFO) Tampa (TPA) Washington Dulles (IAD) Wichita (ICT) SOUTH AMERICA BRAZIL Aracaju (AJU) Belem (BEL) Brasilia (BSB) Boa Vista (BVB) Campina Grande (CPV) Curitiba (CWB) Florianopolis (FLN) Fortaleza (FOR) Ilheus (IOS) Juazeiro do Norte (JDO) Joao Pessoa (JPA) Manaus (MAO) Macapa (MCP) Maceiรณ (MCZ) Natal (NAT) Petrolina (PNZ) Porto Alegre (POA) Porto Seguro (BPS) Recife (REC) Rio de Janeiro (GIG) Sao Luis (SLZ) Salvador (SSA) Santarem (STM) Sรฃo Paulo (GRU) (Sao Paulo) Campinas (VCP) Teresina (THE)
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Ramp
Load Control & Flight Operations
Aircraft Appearance
Meet & Greet
Airport Lounges
Security Services
Cargo and Logistics Region, Country and Airport
Warehouse handling
Mail handling
GSSA
Cargo Web Portal
Catering Road Feeder
Freight Forwarding
dnata Catering
Alpha Catering
dnata Newrest Catering
En Route Catering
USA New York JFK (JFK) Newark (EWR) Ontario (ONT) Orlando (MCO) Philadelphia (PHL) San Diego (SAN) Sanford (SFB) San Francisco (SFO) Tampa (TPA) Washington Dulles (IAD) Wichita (ICT) SOUTH AMERICA BRAZIL Aracaju (AJU) Belem (BEL) Brasilia (BSB) Boa Vista (BVB) Campina Grande (CPV) Curitiba (CWB) Florianopolis (FLN) Fortaleza (FOR) Ilheus (IOS) Juazeiro do Norte (JDO) Joao Pessoa (JPA) Manaus (MAO) Macapa (MCP) Maceiรณ (MCZ) Natal (NAT) Petrolina (PNZ) Porto Alegre (POA) Porto Seguro (BPS) Recife (REC) Porto Seguro (BPS) Sao Luis (SLZ) Salvador (SSA) Santarem (STM)
(Sao Paulo) Campinas (VCP) Teresina (THE)
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Contacts
Netherlands
UAE Management Team Gary Chapman President, dnata E: gchapman@dnata.com Iain Andrew Divisional Senior Vice President, Travel E: iain.andrew@dnata.com Steve Allen Divisional Senior Vice President, UAE Airport Operations E: steve.allen@dnata.com Stewart Angus Divisional Senior Vice President, International Airport Operations and Associated Companies E: sangus@dnata.com Robin Padgett Divisional Senior Vice President, International Catering E: rpadgett@dnata.com Ross Marino Senior Vice President, International Airport Operations E: rmarino@dnata.com Derek Swan Senior Vice President, Business Development E: derek.swan@dnata.com Nick Moore Senior Vice President, Airline Services, UAE Airport Operations E: nickmoore@dnata.com Abdulla Tawakul Senior Vice President, dnata Travel (Business) - Middle East & India E: abdulla.tawakul@dnata.com Bernd Struck Senior Vice President, UAE Cargo E: bernd.struck@dnata.com Mark Gibb Senior Vice President, dnata Safety and Standards E: mark.gibb@dnata.com Geoff Wood Senior Vice President - Corporate Development, dnata Travel E: geoff.wood@dnata.com
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Ailsa Pollard Senior Vice President, dnata Travel (Consumer) Middle East & India E: ailsa.pollard@dnata.com Steve Barrass Senior Vice President - Supplier Relations, dnata Travel E: steve.barrass@dnata.com David Loft Vice President, International Catering E: dloft@dnata.com
Erik de Goeij Chief Executive Officer E: erik.de.goeij@dnata.nl Gerard Kervezee Chief Commercial Officer E: gerard.kervezee@dnata.nl
KSA Mohammed Mosaid General Manager E: mohammed.mosaid@dnata.com.sa
Kevin Ennis Vice President, Commercial & Business Development, UAE Cargo E: kennis@dnata.com Emma Deane Vice President, Commercial & Business Development, dnata Airport Operations - Dubai E: emma.deane@dnata.com Janis Balkens Vice President, Commercial, dnata IAO E: janis.balkens@dnata.com
Iraq
Catherine Quenon Head of Commercial, Ground Handling, dnata IOA E: catherine.quenon@dnata.com
Kevin Hodkinson General Manager, Erbil - Kurdistan E: kevin.hodkinson@dnata.com
Jesus Romero Head of Commercial, Cargo Handling, dnata IOA E: jesus.romero@dnata.com
USA
Paul Coventry Vice President, Operational Performance, dnata IAO E: paul.coventry@dnata.com Kristian Hunt Vice President, Corporate Communications, Marketing and Brand E: kristian.hunt@dnata.com
Jeff Kinsella Chief Executive Officer E: jeff.kinsella@dnata.us Chris Combis Senior Vice President, Business Development E: chris.combis@dnata.us
Brazil Ricardo Morrison Chief Executive Officer E: rmorrison@dnata.com.br
UK Gary Morgan Chief Executive Officer E: gary.morgan@dnata.co.uk
Mohammed Akhlaq Senior Vice President, Businesss Development E: mohammed.akhlaq@dnata.co.uk
Switzerland Mark Bradley Chief Executive Officer E: mark.bradley@dnata.ch
Alexandre Koenig Chief Commercial Officer E: alexandre.koenig@dnata.ch
Pakistan Syed Haris Raza Vice President E: haris.raza@gerrysdnata.com Owais Ahmed Commercial Manager E: owais.ahmed@gerrysdnata.com
India Ashish Kishore Country Head E: ashish.kishore@dnata.com
Philippines Margaret L. Yu General Manager E: margaretlyu@dnata.com.ph Jiji Gopi Commercial Manager E: jijigopi@dnata.com.ph
Singapore Mark Edwards Chief Executive Officer E: markedwards@dnata.sg Daniel Banens Chief Commercial Officer E: danielbanens@dnata.sg Lee Farrelly Chief Operating Officer, Catering Services E: lee.farrelly@dnata.sg
Australia Daniela Marsilli Chief Executive Officer E: daniela.marsilli@dnata.com.au Lucas Nelson Chief Commercial Officer E: lucas.nelson@dnata.com.au Burt Sigsworth Chief Executive Officer, Cabin Services Australia E: burt.sigsworth@cabin-services.com
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