dnata to manage Abu Dhabi’s Etihad Airways contact centres

The Dubai firm is part of the Emirates Group

dnata to manage Abu Dhabi’s Etihad Airways contact centres

Abu Dhabi’s national airline Etihad Airways has signed a deal with Dubai’s dnata to manage all of its contact centres globally, our sister title Arabian Business reports

In a first for both businesses, dnata (part of Emirates Group) now operates 15 contact centres globally. However, the Etihad contract marks the first time it has managed contact centre services for an airline outside of Dubai within the UAE.

“Dnata confirms that it has been appointed by Etihad to manage the airline’s contact centre operations. [It] will help Etihad provide seamless customer service to its passengers worldwide,” the company says in a statement.

“The parties have agreed not to disclose the contract details. Including Etihad, dnata now operates 15 contact centres globally, handling more than 2 million customer contacts a month with some 2,500 employees,” the statement adds.

This is the first time Etihad has outsourced the operations of its contact centre.

The carrier has increasing ties with Emirates, but continues to refute any talks of a merger.

The carrier has previously agreed to a pilot sharing arrangement with Emirates, as well as partnering on security with Emirates Group Security on information and intelligence sharing.

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