Serco Middle East has announced a partnership with Pangiam UK Limited to deliver technology-enabled guest experiences in airports across the United Arab Emirates and Saudi Arabia.
The objective of this collaboration is to create a hassle-free, secure, and unforgettable travel experience for passengers by utilising emerging technologies, innovation, and data analysis.
The partnership seeks to optimise airport operations, including faster and more efficient processes, improved throughput, reduced queues, and enhanced safety and security checks. By employing data-driven strategies, the collaboration aims to design, develop, and maintain exceptional services that align with government objectives to provide world-class travel experiences for everyone.
“For us, the customer’s airport experience starts well before they set foot in the airport,” said Samantha Rowles, Operations Director in the Transport sector at Serco Middle East. “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.”
The announcement cements Serco and Pangiam’s mission to focus on improving travel, and the partnership will see the companies leverage their expertise across private and public sectors, bringing with them experience across managing complex technology integration and guest services.
Patrick Flanagan, Chief Operating Officer and co-founder, Pangiam, said, “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 has a major opportunity to become world-class leaders.”
In 2022, Dubai International Airport witnessed an annual growth rate of 127 percent with over 66 million passengers. According to Serco, this is a testament to the growing importance of exceptional customer experiences to enable smart and connected airports of the future.
