Dnata to manage Etihad Airways contact centres

Dnata to manage Etihad Airways contact centres:

Dnata, the Dubai-based air services provider owned by Emirates Group, is to manage Etihad Airways’ contact centres, in what appears to be the latest step towards closer cooperation between the two rivals.

The contact centres were formerly managed by Etihad itself, and this is the first time it has appointed a third-party to manage those operations. Dnata told Gulf News that it will help Etihad provide customer service to its passengers through “innovative and efficient technology solutions”.

“Dnata confirms that it has been appointed by Etihad to manage the airline’s contact centre operations,” a dnata spokesperson said. “Including Etihad, dnata now operates 15 contact centres globally, handling more than 2 million customer contacts a month, with some 2,500 employees.”