Annual Report 2008-2009 - Emirates.com

external agencies such as Dubai Immigration to
deliver complex interfaces with border control
systems. Again, the teams ensured that the
entire suite of systems and infrastructure was
delivered on time for this major facility.
Two major milestones for IT were the maiden
A380 flight and the opening of Emirates
Terminal 3. Behind the introduction of the
A380 was a composite set of IT systems on
the ground; timely implementation of a set
of Airbus provided-applications; a whole new
infrastructure; and changes to myriad internal
systems to support the new fleet.
Another mission-critical IT implementation was
the support of the dedicated Emirates Terminal
3 at Dubai International airport. One of the
biggest undertakings for IT, the opening went
off exceptionally well with a whole host of
systems, interfaces and infrastructure humming
along from day one.
Emirates has always believed in being at
the forefront of bringing next-generation
technologies to its customers. To this end,
Emirates Group IT and Microsoft launched
a unique technology and entertainment
corner called e-zone, located in the Emirates
Business Class Lounge at Terminal 3. e-zone
features exciting and exclusive technologies
developed in association with Microsoft Gulf at
the joint Dubai Innovation Lab. This includes
gaming from Xbox 360 to the latest Microsoft
Surfacecomputers (below) which will begin
selling in some European and Middle Eastern
countries. The response from Business Class
passengers has been exceptionally positive
throughout the trial phase.
Mobile check-in was implemented at the airport
and acted as an important aid in managing the
summer rush and improving customer service.
Airport staff were able to assist families with
children, standing in queues, by checking them
in swiftly using handheld devices.
A set of baggage functions were implemented
on handheld devices to improve operational
efficiency of baggage operations at the airport.
Airport users are now able to scan any Emirates
bag tag using a handheld device and obtain
the related baggage information from the
associated systems.
October saw the introduction of the longawaited
Origin and Destination-based Passenger
demand forecast system for Emirates Commercial
Operations. The system’s ability to forecast
demand at a more refined level is helping Yield
Management reduce forecasting errors and drive
an increase in revenue on high-demand routes.
Better forecasts will also lead to creation of a
more effective revenue plan and subsequent
monitoring of progress based on updated
forecasts.
Intelligent routing was implemented in the
call centres to facilitate the flow of calls from
New York/Canada, Australia/New Zealand into
Mumbai. This has helped in optimising resources
across these call centres as well as improving our
service to calling customers, who are now even
more likely to be supported by an agent skilled
in the service they are requesting.
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Baggage system at
Emirates Teminal 3,
Dubai International airport
Children enjoy Surface
computers in the e-zone at the
Business Class Lounge,
Emirates Terminal 3, Dubai
International airport