The General Directorate of Residency and Foreigners Affairs in Dubai revealed that more than 21 million travelers enjoyed the smooth travel experience through Dubai airports during the past year 2023, which was recently developed and activated, in order to provide distinguished proactive self-service to customers, to improve the travel experience by completing arrival and departure procedures using a biometric fingerprint. This contributed to reducing the time spent on the customer’s journey, improving the control process, and increasing the efficiency and speed of passenger movement in the immigration area.
Assistant Director General of the Air Ports Sector at the General Directorate of Residency and Foreigners Affairs in Dubai, Major General Talal Al-Shanqeeti, said, “The use of electronic gates at Dubai International Airport began in 2002, as they relied mainly on the e-gate card, and in 2017 they switched to smart gates.” Which was working on the passport document, the Emirates ID card, and the electronic gate card, in addition to the Al Ain feature, and after the Covid 19 pandemic and the measures that were taken at Dubai and international airports, all documents on the smart gate were dispensed with, and the transition was made to activating the proactive service for smooth travel on the smart gates. .
Regarding the number of smart gates used at Dubai Airports, Major General Al Shanqeeti pointed out that there are 127 gates distributed across all buildings (1-2-3-Al Maktoum), where the number of gates used has increased with the gradual increase in users of smart gates during the period from 2017 until today, bringing the number from 5. One million 688 thousand and 92 passengers in 2017, to 7 million 321 thousand and 642 passengers in 2018, then 8 million 476 thousand and 26 passengers during the year 2019 AD, reaching 13 million 418 thousand and 726 passengers in 2022 AD, to reach The number peaks in 2023, when it recorded 21 million 169 thousand and 506 passers-by.
He pointed out that one of the most prominent challenges was the use of the Emirates ID, as any contactless process was stopped during the pandemic period, which contributed to developing and improving the process through “Seamless” on smart gates, by identifying the biometric fingerprint without any documents.
He explained that to ensure an increase in the percentage of smart gate users, modern cameras were operated on all entry/exit platforms in 2018-2019 to record biometric data for all travelers. The improvement contributed to significantly increasing the percentage of portal users from 5.5 million in 2017 to 13.4 million in 2022, which is approximately 3 times the number. The smart gates logo was also added for visa holders and pre-registered passengers, to facilitate the process of guiding them to use the service and to ensure that the traveler stands in the specified location within the smart gate to ensure speedy completion and ease of capturing the biometric fingerprint, as cooperation was made with the strategic partner (Dubai Airports) to provide explanatory posters for Clarifying the traveler’s parking location in the specified place.
Major General Al-Shanqeeti added: An improvement was made with the strategic partner (Emirates Airlines) to add a “smart gate” note to the boarding pass to improve the mechanism for directing travelers by Dubai Airports employees when they arrive at the immigration hall to use the service. The employees of the strategic partner (Dubai Airports), May I Help You, were also trained on the improvements, in addition to modifying the informational and electronic signs at the airport to educate travelers before they arrive at the immigration area.
Customer happiness:
Regarding the extent of customer satisfaction with the smart gate service, the Assistant Director General of the Air Ports Sector explained that 50% of travelers use smart gates through smooth travel (without the use of documents) until the end of the year 2023. This led to raising the customer happiness rate to 98%. His Excellency Major General Al Shanqeeti also explained that smart gates are available to families.
He pointed out that more than 20 delegations (local and international) were received to learn about the best practices of the innovative services provided in the passport hall, including smart gates.
2024-01-30 05:23:45
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