Annual Report 2008-2009 - Emirates.com

In West Asia, the total number of flights to
Dhaka increased to 17 per week while in India,
Kozhikode became the 10th destination. A fifth
daily service was initiated to Mumbai and flights
to Delhi increased from 11 to 25 per week.
The phased increases in services to Hyderabad,
Bengaluru, Kochi and Chennai also reflected the
importance of the Indian market.
In Saudi Arabia, Riyadh and Jeddah became
daily operations with the addition of a seventh
weekly flight.
Amman now has 12 flights, Damascus 11 and
Kuwait 26 services per week.
The Dubai-Accra-Abidjan route became a
daily operation and a second daily service was
introduced to Lagos on 1st February.
The Market Research department provided
stakeholders across the group with internal and
external customer insights by continuously
monitoring ongoing developments of existing
products and services.
The focus for the year has been on a global
level with large-scale brand and media studies
conducted in conjunction with the Corporate
Communications division.
Service Delivery
The launch of the new Emirates flagship, the
A380, generated global headlines, yet it was the
behind-the-scenes investment which made the
dozens of awards possible.
Of major importance was the new cabin crew
training facility and the commissioning of
13 new simulators covering all aircraft types,
including the A380 with a fully operational
onboard Lounge and Shower Spa, and the
introduction of two flight demonstration
kitchens with a complete range of fullyfunctioning
on-board equipment.
The division carried out intensive training,
including 22 conversion courses for the A380,
more than 400 safety and emergency procedure
courses for cabin and flight deck crew using
two full-movement simulators, First Class
upgrade, Business Class and Purser courses
– in fact, there were no less than 33 courses
conducted every day during the year.
At the same time, 270 ab-initio courses were
held, each with 19 new entrants per week for
men and women joining Service Delivery.
During the year, Emirates passed the 10,000
cabin crew milestone. The 10,000th was Miss
Mohana Chonayah from Malaysia.
In order to build effective working relationships
between the A380 crew, a new Captain/
Purser workshop was set up and the Nujoum
experiential programme for all cabin crew and
ground teams was introduced.
The launch of a new uniform, initially on the
A380, and which will be rolled out to all staff in
June 2009, underlined the innovations taking
place. This included the opening of the new
Crew Operations Terminal, a mini airport, in its
own right, at the Emirates Group headquarters,
with its own automated baggage system. Onboard
staff are being issued with new duty free
hand-held sales computers, while all pursers
now have KIS (Knowledge-driven Information
System) laptops which provide them with the
who’s who on board prior to the flight.
On the catering side, Service Delivery earned
plaudits with its Dine-on-Demand service in
First Class on all flights over four hours and
forty minutes. This included the introduction of
21
An A380 cabin crew service
training simulator at
Emirates Training College
The A380 Shower Spa