Watch: The human touch behind the hustle and bustle at Dubai airport
Some heartening stories amid the record departures, arrivals at world’s busiest airport
Dubai: Dubai Airports is more than just the sum total of its record-breaking figures. In 2023, Dubai International (DXB) welcomed 87 million passengers - with 2024 projections pegged at 92 million - earning itself the title of being the world’s busiest airport for the tenth consecutive year.
But behind the hustle and bustle, there also lies a human touch that makes all the difference.
As Dubai Airports released a video at the Q3 oneDXB Chairman’s Awards recently, it made for a heartening take. Following a young couple journeying to DXB to take a flight, the video shows how an engagement ring the man planned to give to the woman is reached to him after it was left behind in a taxi they took to the airport.
In what is a relay starting with the taxi driver who brought it to the airport to the DXB staff who hand it over to him at the boarding gate after swift coordination at various points, the teamwork on display is exemplary.
There’s also a clip that shows how an elderly passenger is being helped on to a wheelchair during his passage through the airport.
Between the record arrivals and departures at the airport, there are many such stories that inspire. A look at some of the instances:
Lost bunny, boy reunite
The team at DXB couriered a beloved lost bunny to a little boy in the UK after he forgot it at his boarding gate and only realised after the aircraft had left. It took employees at DXB some time to find the bunny but through teamwork and collaboration, it was safely located.
A teddy trick
During check-in, a young person of determination travelling with his mother appeared agitated. Spotting the situation, DXB’s guest ambassadors swiftly stepped in to offer their support. They gifted the young traveller a teddy bear, bringing an immediate smile to his face.
The team arranged first-row seats on the aircraft and assigned an ambassador to accompany them all the way to the boarding gate.
By the time they boarded, the young passenger was cheerful, and his mother expressed deep gratitude for the team’s kindness and attention, turning a potential stressful experience into a smooth and pleasant journey.
Passport replaced
A guest accidentally threw her passport into a trash bin in the smoking lounge after placing it in an empty shopping bag. Upon realising the mistake, she returned to search for it but couldn’t find it, prompting her to seek assistance from the police.
CCTV footage confirmed she was not carrying the bag when she exited the lounge. The team assisted the guest in contacting the embassy to issue her a replacement pass, enabling her to continue her travel.
It is the people who truly make DXB exceptional, and it brings me great joy to celebrate their contributions.
Stranded no more
When a guest lost her passport at DXB Terminal 1, the team immediately stepped in to help. They contacted her embassy, which provided two options: Wait for temporary documents requiring a visit to the consulate or book a direct flight back to her home country.
Understanding the urgency, the team assisted the guest in booking a flight, ensuring a smooth and efficient resolution to a stressful situation.
Dream holiday made possible
A guest feared she would miss her long-awaited trip to Madrid with her husband when, when she discovered her passport was lost just 20 minutes before departure.
The DXB team, with support of the Dubai Police, sprang into action and located her passport just minutes before the boarding gate closed – saving a journey the couple had planned for a year.
Bridging the communication gap
When the team noticed that a guest was speech and hearing impaired, they quickly used a translator tool to communicate with him, ensuring he received the assistance he needed for a smooth experience.
Kindness landed
The team at DXB helped a guest who overstayed and missed his flight due to Alzheimer’s by liaising with his daughter over the phone, who assisted with translation, and successfully rebooked his flight.
Returning a lost wallet
DXB staff went the extra mile to return a lost wallet to its owner, who had already cleared immigration and was waiting to board. They contacted the guest’s hotel and arranged for the wallet to be delivered to the airport before his flight departed.
As the DXB video highlighted the difference that behind-the-scenes teamwork and collaboration can make to passengers, Sheikh Ahmed bin Saeed Al Maktoum, Chairman of Dubai Airports, said: “I’m so proud to see winners of our inaugural oneDXB Chairman’s Awards featured in the film. It is the people who truly make DXB exceptional, and it brings me great joy to celebrate their contributions.
"As DXB continues its mission to be the best airport in the world, this film serves as a powerful reminder that our success goes beyond cutting-edge technology or world-class infrastructure. It is the dedication and spirit of our people that bring the guest experience to life. United as one airport community, DXB is making a profound and lasting impact on every guest”.