Emirates Airport Services awarded ISO 9001:2000

Emirates Airport Services in Dubai has been awarded the coveted ISO 9001:2000 Quality Management System accreditation.

Certification from ISO, the International Organisation for Standardisation, is official recognition of an organisation’s ability to consistently provide quality service that meets customer and regulatory requirements, through the implementation of a Quality Management System.

Emirates Airport Services said its decision to seek ISO recognition is part of a long-term commitment to customers and stakeholders - enhancing customer satisfaction through effective processes, while ensuring continual improvement on the already high quality and service standards.

Said Dale Griffith, Senior Vice President Emirates Airport Services: “We are proud to have achieved ISO 9001:2000 recognition, which is testimony to the high standards of passenger handling that we deliver to our customers.

“This award is but a step in our drive to deliver top class service. Our goal is continuous improvement and we are already seeking ways to further enhance our service standards.”

Emirates Airport Services handle passenger and baggage check-ins, as well as manage the airline’s dedicated first and business class lounges at Dubai airport. In the past year, the division has introduced a Chauffeur-Drive Lounge for customers, self-service check-in kiosks and Bluetooth wireless capabilities in the airport lounges.

The road to achieving ISO certification involved nine months of dedication and team work. A team of specially-trained internal auditors was formed within Emirates Airport Services to undertake the project, and were facilitated by Dnata’s Strategic Quality Planning Team, who provided ongoing support and consultation. Dnata is part of the Emirates Group.

The team identified and implemented measures to ensure all processes conform with the demanding ISO 9001:2000 standards. They also nurtured and promoted a culture of quality excellence amongst Emirates Airport Services’ 700-strong frontline staff. 

The certification was awarded following a comprehensive audit of Emirates’ operations at the airport by Bureau Veritas, the official certification body in Dubai, which assesses and provides Quality, Environmental, Health and Safety Management accreditations to companies in 140 countries.

Emirates Airport Services received certification from both the Bureau Veritas management offices in the United Kingdom and the United States.