Serco Middle East, which specialises in public services, signed an agreement with UK-based technology company Pangiam to enhance customer experience at airports across the UAE and Saudi Arabia
The partnership agreement will focus on making journeys more effortless and secure, by reducing queues and creating more efficient safety and security checks. The Dubai International Airport saw its annual passenger numbers reach more than 66 million in 2022, showing a year-on-year growth of 127%.
As such, there is a fundamental need to deliver world-class customer experiences, Serco Middle East said. Serco and Pangiam together will enhance focus on the passenger, while optimising performance, growth and cost efficiency for airlines, airports and governments. Pangiam will provide Serco with digital analytics to realise this goal.
Samantha Rowles, operations director in the transport sector at Serco Middle East, said, “For us, the customer’s airport experience starts well before they set foot in the airport; we need to deliver personalised guest experiences that covers the entire journey – from the moment of booking, arriving at the airport, collecting luggage to reaching their destination. The airport is the gateway and the first experience to a traveller’s destination, and we aim to ensure that guests have exceptional experiences from A to B.”
Patrick Flanagan, chief operating officer and co-founder of Pangiam, commented, “We are proud to partner with Serco Middle East to bring together our collective focus on technology to create the smart airports of the future. The signing highlights our ambition to further help shape the airports of tomorrow – and for that the UAE and Saudi have a major opportunity to become world-class leaders.”