Serco has announced a significant contract extension with Dubai Airports, valued at AED 495 million (£100 million), which will run until December 2030. This extension builds on a successful relationship that has lasted six years, following an initial five-year term and a one-year extension.

Under this agreement, Serco will continue to deliver guest experience services throughout all aspects of the passenger journey at Dubai International Airport (DXB) and Dubai World Central – Al Maktoum International (DWC). The services include deploying guest experience ambassadors, passenger processing teams, traffic marshals, buggy drivers, chauffeurs, and lounge hosts for VIP services.

Currently, over 1,500 Serco employees are operating at the airports, playing a key role in facilitating the movement of more than 93 million passengers each year. Their efforts contribute to providing a seamless, safe, and welcoming travel experience, from arrival to departure.

Phil Malem, CEO of Serco Middle East and CEO of +impact, emphasized that this contract extension allows Serco to build on its successful partnership with Dubai Airports over the past six years. He noted that Dubai Airports continues to establish global benchmarks for airport experiences, and Serco is proud to be part of this journey by enhancing passenger services through trained teams and innovative solutions.

Majed Al Joker, Chief Operating Officer of Dubai Airports, remarked that the renewed partnership comes at a time when guest expectations are at an all-time high and operations are expanding. He highlighted that every interaction at DXB and DWC is seen as an opportunity to create a positive impression and that Serco’s dedicated teams contribute professionalism and empathy to crucial touchpoints along the passenger journey.

Looking ahead, as Dubai Airports anticipates welcoming over 96 million guests this year, the collaboration with Serco will be essential in ensuring the airports remain among the most guest-centric in the world.

With over 75 years of experience in the aviation sector, Serco continues to support airports throughout the region by providing guest experience, air navigation services, emergency services, training, and facilities management.