ADAS staff are integral to the smooth running of various operations affecting customer services and the programme will seek to enhance customer experiences key touch points at the airport including; check-in, special services for unaccompanied minors or disabled passengers, baggage services, boarding gates, general passenger handling and assistance, and the visa desk. In collaboration with UAE-based customer-service training consultants, Bizability, over 400 ADAS staff will undergo behavioural and outstanding service programmes – 45 of these employees will also be developed as in house coaches so as to provide ongoing training. “The idea behind the ‘Going for Gold’ programme is quite simply to raise and sustain customer service levels that ensure the smooth transit of passengers through our airports,” said Graham Keddie, General Manager of ADAS. “As an ongoing initiative and using in-house coaches, we are confident of ensuring the best possible and consistent customer service environment on a round-the-clock, year-round basis,” added Keddie. In addition to ADAS staff, the company has also engaged various airlines operating out of Abu Dhabi so as help harmonise service standards across the whole operations with a view to ensuring state-of-the-art services.

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