For the first time in two decades, Dnata experienced a fall in income of 5% but intense efforts were invested in trying to recoup this revenue with February and March being ahead of the same period last year...thus we have weathered the storm.

Despite the lacklustre results, mainly stemming from the downturn of business from September to December, it was a very hectic year with Dnata Agencies moving from their downtown offices to a sleek new Dubai Airline Centre on the Sheikh Zayed Road, nearer to the growing conurbations of Jumeirah, Umm Suqiem, the Internet and Media Cities and the Dubai Marina. At the same time, there was a “soft” launch of the Dnata Conference Centre. Our purpose-built Call Centre in the same building has 130 work stations with plans for 500 by the end of the year. Some 90% of all calls are answered within 20 seconds.

For arriving passengers at the Dubai International Airport, the World of Events opened a dedicated outlet in the Arrivals Hall to provide help and assistance. Emirates Events Programme, launched through World of Events, is a new product providing ground packages for delegates and exhibitors to fairs and exhibitions.

Holidays by Dnata produced six new brochures with 12 new destinations featured.

For the first time, Axis (our wholesale division of travel and tourism products) arranged a charter flight to Sharm Al Sheikh using Emirates Airline.

There was further investment in training with in-house training facilities in the new headquarters for teaching all Dnata counter staff the basics of leisure travel sales and 12 educational and familiarisation trips undertaken by staff and agents.

Holidays by Dnata won a clutch of awards during the year: “Most India Friendly Tour Operator” from the Government of India Regional Tourist Office; “Best Leisure Travel Agency” in Middle East from Travel Intelligence Middle East Magazine; “Outstanding Performance Award” from Starwood Hotels & Resorts.

Business Travel International (BTI) gained a “Best Business Agency” award from Travel Intelligence and Dnata Agencies received commendations from a number of airlines they serve including Oman Air, Singapore Airlines and Ethiopian Airlines.

In the forthcoming year, Dnata Agencies plan to launch an integrated e-commerce marketing platform for Dnata and all associated brands. New markets to be served, with production of brochures, include luxury spas and resorts, golf and the additional destinations of New Zealand, Indonesia, Seychelles, Mauritius and Morocco.