Emirates implements new strategy

The-Emirates-Group_-Emirates implements new strategy designed to support customer needs

Emirates is implementing a new strategy in Australia to provide a continued superior level of customer service and adapt to market changes. The changes will come into effect from April and will see the creation of new roles with greater responsibility in order to best serve their customer’s needs.

“Emirates has been a major player in the Australian market for over 20 years. This kind of longevity is achieved by having the right strategy and team in operation, who are best placed to implement them,” said Barry Brown, Emirates Divisional Vice President for Australasia. “We’ve made these changes keeping in mind what’s most important to our business which is our people. The people who work in our offices, the people who fly our aircraft and the people who trust us to get them safely and seamlessly where they need to go,” said Mr Brown.

As part of the new strategy, Emirates will close its Melbourne ticketing office as well as its Perth, Brisbane and Adelaide Town Offices, with sales executives working remotely. However, Emirates will continue to provide a superior customer service with new focus areas for teams based on customer needs.

“The changes we’re implementing will see our team expand their skillsets and take on greater responsibility so that they can better meet our customers’ needs, focus on the areas that matter most to our business and remain professionally challenged. We remain committed to the Australian market and will be working closely with each office to ensure that this transition period is as seamless as possible,” said Mr Brown.

The Emirates Group employs around 5,600 team members across Australia, and last financial year the airline directly contributed over AUD$790 million to the Australian economy by purchasing goods and services such as fuel, ground handling and inflight catering services. Emirates also supports hundreds of Australian businesses through the provision of crew accommodation and meal services, and products from food and wine companies to augment its inflight offerings.

Since the commencement of services in 1996, Emirates has carried more than 36 million passengers while investing over $97 million in Australian arts, community and sports sponsorships.

Over the years, Emirates has grown from three weekly flights between Dubai and Melbourne, before expanding to Sydney, Brisbane, Perth and Adelaide, now operating thousands of flights each year.

For more information on Emirates, including how to book flights, visit emirates.com/au, contact your local travel agent or call Emirates on 1300 303 777.

Source = Emirates
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2 thoughts on “Emirates implements new strategy

  1. Okay, apart from skipping flights to Thailand, reducing baggage allowances and closing offices in Melbourne, Perth, Brisbane & Adelaide, exactly what does "The changes we’re implementing will see our team expand their skillsets and take on greater responsibility so that they can better meet our customers’ needs, focus on the areas that matter most to our business and remain professionally challenged …" mean? • Less services • Closing 4 Australian offices • Reduced baggage allowances (and higher "excess" baggage charges) on discount fares • Stretching existing staff resources through "expanded skillsets" and "greater responsibility". Still trying to figure out how multitasking staff better meets customer needs though when it comes to issues that need resolving.. All sounds like a positive to me! (sarcasm intended)
  2. So basically moving Australian jobs offshore to increase the service levels without explaining what service levels are going to be improved. Nothing about their reduced luggage limits or Emirates ceasing their flights between Australia and Thailand. Maybe Emirates could explain their full strategy and we might not just think we are being hoodwinked!

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