Using biometric technology, opening self-service check-in and bag drop kiosks, etc. are Emirates’ efforts in innovations and enhancing customer experiences.
Over last July and August, Emirates handled nearly 1.2 million passengers, three times compared to 402,000 passengers during the same period in 2020. According to the International Air Transport Association – IATA’s latest statistics, last year, Emirates was the largest international airline carrying over 15.8 million passengers.
Since Dubai reopened for international travelers, Emirates has gradually resumed its network and flight schedules from just some cities in July 2020 to over 120 destinations at the moment, with more flights to be layered onto over 20 Emirates routes by October.
Emirates has continued to deliver innovative new customer services, ensure the health and safety of its customers as well as its employees, and provide the most updated travel information for customers across the world.
In 2019, Emirates began testing and implementing biometric technology at various customer journey touchpoints at the airport. In the past year, the airline fast-tracked its biometric technology roll-out, and today, Emirates has over 30 biometric cameras in active operation at Dubai airport, including at check-in counters, at the entrances of its first and business class lounges, and at boarding gates.
Since its implementation, over 58,000 customers have used this convenient, contactless and secure verification option to access the Emirates Lounge of its first and business class, and more than 380,000 customers have used biometric gates to board their flight. It plans to expand the number of boarding gates equipped with biometric scanners.
The carrier has also worked with Dubai airport stakeholders to re-activate Smart Gates that enable eligible travellers to cruise through passport control on arrival and departure in a few seconds, using new contactless technology.
Emirates’ new self-service check-in and bag drop kiosks have been increasingly used since September 2020, enabling customers to check-in, receive boarding pass, choose seats on board, and drop off luggage. In July and August, over 568,000 customers used this service to skip queues at the counter, and quickly proceed directly to immigration. This month, Emirates will introduce six additional kiosks in its first and business class terminal area.
Besides, the carrier has also provided information for passengers via Covid-19 information hub updated at least once daily. Emirates pioneered in adopting digital verification solutions for travel, from the digital health passport IATA Travel Pass to partnering with the United Arab Emirates (UAE) health authorities to enable seamless digital checks for Covid-19 travel documentation. By October, the airline would have extended the implementation of the IATA Travel Pass for customers at all of its destinations.