Dnata Airport Operations

Dnata Airport Operations, the ground handling agent at the Dubai International Airport and
employer of more than 6,500 people, has played a significant and leading role in the
development of Dubai International Airport, now ranked as the fourth busiest airport in the world
in terms of international passenger traffic and the fifth busiest for international cargo.

Passenger and cargo traffic at Dubai International Airport continues to grow rapidly year upon
year. In 2009/10, Dnata handled more than 42 million passengers and 1.9 million tonnes of
cargo, to the satisfaction of 135 customer airlines.

Dnatas goal is to be the best ground handler in the world and in line with this, they started 2009
with a complete restructure, moving from a location-based organisation to a function based
organisation. This was a defining initiative and enabled Airport Operations to grow, improving
both productivity and profitability.

1. AIRLINE SERVICES

Customer Services - committed to providing high quality customer service

Customer Services play a leading role in customer care at Dubai International Airport and is
critical to the functions of Dnata's ground handling operations. More than 1,200 professionally
trained staff ensure the smooth handling of passengers from check-in to boarding and from
disembarkation to baggage collection.

Check-In Services
Dnatas state-of-the-art check-in systems, DMACS, enable fast and efficient check-in for
carriers together with world-class customer service.

Transfer Services
Dnata air-side and transfer-desk staff provides customer assistance within all the three
terminals for efficient turnaround of transfer passengers, helping to ensure maintenance
of on-time departures for flights 24 hours a day, seven days a week.

Special Services
Our personnel are trained to offer assistance to passengers with special needs, including
unaccompanied minors and passengers with reduced mobility (PRMs).
Dnata look after more than 330,000 passengers with reduced mobility every year.

Baggage Storage
A baggage storage facility is available for transit passengers who wish to store their bags
while in transit.

Ramp services - meeting and exceeding customer requirements

Whatever the size of the aircraft - narrow-bodied, wide-bodied, freighter, VIP or military
Ramp Services will handle it with efficiency, ensuring safe and timely departures.

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Safety forms the backbone of Dnatas operations and every member of the 2,000 strong
workforce is highly trained and well-versed in safety procedures before operating equipment or
performing tasks in or near the aircraft. They are also supported by a fleet of over 3,880 vehicles
and handled the worlds first commercial A380 flight.

Services offered include:

Aircraft loading: loading and unloading of all types of aircraft coming into Dubai,
including the transportation of baggage, cargo and mail to and from the aircraft.
ULD Logistics: providing management and provision of all Unit Loading Device stocks.
Aircraft Appearance: delivering cabin cleaning and exterior aircraft appearance services.
Technical Support: providing a wide range of equipment support including aircraft
pushback and towing, ground power, air-conditioning, pneumatic air start, toilet and
water servicing and aircraft mechanics.

Operations - safe and on-time co-ordination of aircraft movements

Dnata Operations staff ensure the safe and efficient ground handling co-ordination and passenger
transportation at airports around the world. Responsible for monitoring the arrival and departure
schedules of our customers and the coordination of all turnaround activities, they are committed
to maintaining the integrity of airline schedules.

In Dubai, Dnata Operations Control Centre (DOCC) maintains an overview of all ground
handling activities. They also manage emergency and incident situations, (including weather
disruptions), should they occur, with minimal disruption to the rest of the airport operations.

Baggage Services - Ensuring the safe and timely handling of passenger baggage

In Dubai alone over 2,000 Dnata Baggage Services employees ensure that the baggage of all
airline customers reaches its intended destination in a safe and timely manner.

In 2009-10, Baggage Services processed in excess of 37.2 million arrival and departure bags.
Baggage is a 24 hour non-stop operation, relying on 92km of baggage tracks (in Terminal 1 and
3), 220 motor vehicles, 2,500 baggage carts and dollies, plus 2,300 containers to service the
needs of Dubais passengers.

On average, over 100,000 pieces of luggage are handled on a daily basis. With the help of ultra
modern baggage handling and security technology, Dnata baggage handling efficiently processes
departing, arriving and transfer baggage within minimum timeframes.

In July 2010 the Dnata Baggage Hub Control (BHC) Centre was opened in Terminal 3. This
facility monitors baggage across all three terminals, and is staffed by a joint Dnata / Emirates
team. The BHC Centre delivers bags on time and ensures compliance to all baggage quality
standards including punctuality.

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Terminal 2 - Friendly, efficient and personal services

Terminal 2 operations, also referred as the North terminal, deliver complete services for efficient
aircraft turn-around. During 2009-10 Terminal 2 handled more than 3.5 million passengers with
over 13 % growth as compared to the previous year.

Flydubai has based its operations from Terminal 2 since its inception in June 2009 and is
growing at a rapid pace.

Terminal 2 consists of the following key sections:

Ramp Services: Responsible for carrying out the loading/ unloading activities and also provide
the ground support equipment for below the wing servicing and the services to all passenger,
freighter & FLC carriers.

Customer Services: Responsible for providing services to the airlines and its customers through
the following activities: Check-in, Flight Management Unit, Boarding, Transfer Area and Special
Handling.

Baggage Services: Responsible for ensuring the baggage on-time delivery to customers and
assisting in case of any anomalies as per customer airline procedures.

2. BUSINESS SUPPORT

Dnatas quality culture - believing and delivering safety and quality

Safety and quality are inherent aspects of the Dnata Airport Operations ethos. Dnatas drive for
safety and quality is evident in the numerous accreditations received over the years which
include:

ISO9001: 2000 Quality Management System in 2000.

ISO14001: 2004 Environmental Management System in 2004.
AHS1000, an industry standard for service delivery in ground handling in 2003.
IATA AHM 804 System for Performance Measurement of Service Delivery Standards in
2003.
Ground Handling International Ramp Safety Award for Middle East and Asia in 2005.
Ground Handling Provider of the Year, Middle East ITP Aviation Business Awards
2007.
OHSAS18001: 1999 Occupational Health and Safety Assessment Series in 2008.
ISAGO standard achieved 2008, Dnata was the first company to be audited worldwide
and recertification was again achieved in May 2010.

Dnata Training

Established in 1991, Dnata Training started as a ramp safety briefing to increase awareness about
safety and prevention of ramp accidents. Today, it has evolved into one of the leading ground
handling training providers both regionally and internationally, servicing a wide range of internal
and external clients including Dnata Airport Operations, Emirates Engineering, Sky Cargo,
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Dnata Cargo Operations, Transguard, Presidential Flight Abu Dhabi, Djibouti International
Airport, Royal Flight Oman, Jet Aviation - Dubai, Dulsco, Max Care and overseas Dnata joint
ventures.

Consisting of 40 industry-qualified training and development professionals, Dnata Training

offers specialised courses in the areas of ground support equipment, aircraft servicing, aircraft
appearance, cargo and warehouse equipment, ramp training, dispatch training, basic driving
skills, English language training and functional training. All courses have been designed by
Dnata Training to comply with IATA and each curriculum is benchmarked against ISAGO
standards. Training materials are designed using accelerated learning techniques with a
combination of classroom, e-learning and on-the-job training.

Dnata Training offers a learner-centric environment with facilities that include well-equipped
classroom facilities and dedicated areas for various types of static mock-up simulations to further
provide realistic, hands on, practical training for ground support equipment. The delivery of a
next generation Aircraft Pushback Simulator will soon be installed, which will be the first of its
type in the region and in the world.

Resource Planning and Business Improvement Services

In addition to the main services offered, clients can access resource planning and business
improvement teams, who specialise in providing optimised solutions to resourcing and
productivity requirements.

Resource planning services:

Develop annual resource plans.
Maintain and update engagement standards used for resource calculations in consultation
with line departments.
Develop master roster plans, tailored specifically to operational requirements of a
business, for implementation by the client.
Manage budgeting processes for annual manpower requirements.

Business improvement services:

Review business processes to reduce variation and wastage.
Develop and maintain a comprehensive business performance monitoring program.
Derive business intelligence from various information systems and manual sources.
Implement a strong governance model for the implementation of IT systems.
Assist the Line Departments in various projects as required.

3. COMMERCIAL AND BUSINESS DEVELOPMENT

Regional Account Management

The Regional Account Management programme is an innovative approach to customer care and
satisfaction, where a senior member of the Dnata Airport Operations management team is
dedicated to customer airlines as the Regional Account Manager. The initiative ensures
continuous improvement in overall handling standards by encouraging dialogue and feedback
from customers on the services provided.
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All employees, having been exposed to the quality policy through seminars, are encouraged to
think and practice quality.

The companys corporate promise Rest Assured aptly articulates Dnatas expertise, experience
and unwavering focus on delivering the best to its customers.

Marhaba - Meeting Expectations, Leaving Impressions

Established in 1991, Marhaba is a premium meet and assist service provided at Dubai
International Airport available for both arriving and departing passengers travelling with any
airline, all classes of travel.

Comprising over 300 staff of various nationalities, Marhaba handles over half a million
customers per year with packages for every type of traveller tourists, families, VIP passengers
and corporate business clients.

Marhaba Services include;

Meet and Greet for Individual, Family and VIPs

A Marhaba representative provides speedy clearance through the departure and arrival
formalities and can arrange visa collection and delivery on behalf of the Department of
Naturalisation and Residency.

Diamond Service
Customers who opt for this service enjoy additional facilities, such as Marhaba Lounge
access and porterage.

Family Package
Offering assistance especially for families through arrival or departure facilities.

Personalised Service
One-on-one assistance through all formalities at arrivals including complimentary
Marhaba lounge on departure from Dubai.

Transfer Service
Assistance for passengers transiting through Dubai International Airport

CityStop
Passengers in transit for more than eight hours can visit Dubai with the CityStop package.
This service provides a 96-hour visa, hotel accommodation, ground transfers and the
Marhaba Meet and Greet service on departure.

Marhaba Lounge
The Marhaba Lounge in Terminals 1 and 3 are open to all passengers, 24 hours a day,
365 days a year, regardless of class of travel. They are equipped with all the comforts of a
premium class lounge, and offer passengers a spacious area in which to relax.

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 Visa Services
Provide visa collection and delivery functions on behalf of the department of
Naturalisation and Residency on arrival at Dubai International Airport.

Porterage Services
Available for travellers who require individual assistance with their baggage from the
aircraft to arrivals.

More information about Marhaba products and promotions can be obtained from the website:
www.marhabaservices.com . Services can be booked online at www.dnata.com, at any Dnata
Travel outlet, or at the Marhaba Sales Counter at Dubai International Airport.

4. GROUND SUPPORT EQUIPMENT SERVICES (GSE)

The Ground Support Equipment (GSE) department provide comprehensive maintenance and
repair services to all ground service equipment and vehicles owned by Dnata Airport Operations.

Maintenance support is undertaken 24/7 on a large variety of equipment including main-deck

loaders, lower-deck loaders, passenger-aid vehicles, mobile baggage conveyors, passenger steps,
air-conditioning trucks, air-start units, ground power units, push-back tractors, baggage-tow
tractors and a fleet of support passenger vehicles used for load control and dispatch.

GSE maintains vehicles and equipment belonging to Dnata Cargo Operations, Emirates Flight
Catering, Emirates Engineering, Emirates Airport Services, Baggage Handling System at New
EGHQ and other airlines on request.

Another responsibility of this department is the assembly and repair of the Unit Load Device
(ULD) of Emirates Airlines, in addition to maintenance of the state-of-the-art, automated
material handling equipment, across all cargo terminals.

5. DUBAI WORLD CENTRAL AIRPORT Al Maktoum International Airport

Dnata Airport Operations will offer ground handling services at the new Dubai World Central-Al
Maktoum International Airport which opened for cargo operations in June 2010. Phase 1 of the
airport features one 4,500m runway (A380 capable), 64 remote stands, one cargo terminal with
annual capacity for 250,000 tonnes of cargo and a passenger terminal building designed to
accommodate five million passengers per year.

When completed, Dubai World Central-Al Maktoum International will be the largest airport in
the world with five runways, four terminal buildings and capacity for 160 million passengers and
12 million tonnes of cargo. The facility opens initially for cargo carriers, with passenger
operations currently slated to start at the end of March 2011 in concert with the IATA schedule
change. ends

Updated November 2010

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