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12Emirates The Airline Emirates A380 - the exclusive onboard Lounge Commercial Operations New offices were opened in Los Angeles, Muscat, Sanaa, Kuala Lumpur, Jakarta, Jeddah Despite the tough recession, Commercial and Kuwait. Globally, Emirates commercial Operations continued to expand by offering a contact centres and reservations offices receive wider range of flights and destinations, opening 21 calls every minute and answer 85.3 per cent new offices, and introducing additional online of them in under 20 seconds. self-service options, while carefully monitoring trading conditions to ensure that customers continued to receive value for money. From centralising the reservations office for China in Guangzhou to increasing capacity in most offices, Emirates strove to make the Online sales via emirates.com for the year telephone booking experience as efficient as amounted to AED 4.42 billion (US$1.2 billion), possible. Additionally, for customers without which represents 73 per cent growth on convenient internet access, self-service kiosks 2007/08. A total of 896,838 bookings were were installed in the UAE in each retail hub. made online and an average of 9,244 passenger During the year, approximately 13 million calls segments were booked per day, an increase of were answered. 80 per cent over last year. For the first time, the division introduced multi- In India, the chauffeur-drive service was currency pricing on the newly-developed introduced in Mumbai, Delhi, Hyderabad and booking engine as well as the Best Price pledge, Bengaluru while in Damascus, a new daily promising to offer the lowest price on any bus service was introduced from the capital to Emirates flight on any website, as well as Aleppo via Homs and Hamah. introducing a Skywards Miles upgrade facility. Skywards membership crossed the four million The division also introduced pre-departure mark with a new member enrolling every 41 notifications on mobile phones, the launch of seconds. Business Rewards, which enables small businesses to accumulate Skywards Miles, as well as the In Dubai International airport’s new Emirates ability to book a number of low cost carriers’ Terminal 3, Skywards Silver members travelling services on emirates.com. Arabic, Turkish and in Economy Class now have a special check-in Greek booking engines were also launched. service.
13Since its inception in 2004, Skywards members to better share information and relevant datahave contributed over 155 million Miles globally.to charities supporting children’s welfare,humanitarian and medical assistance in CASA is committed to retaining the business ofdeveloping countries and for disaster relief. In Emirates and Dnata customers by demonstratingaddition to its long-standing co-branded credit an empathetic, caring and personalised mannercard with Citibank UAE, Skywards has launched when dealing with situations that have not metco-branded credit cards with Emirates Islamic the group’s or the customer’s expected standardsBank, Emirates Bank, Citibank Australia and of performance.Standard Chartered Bank India. To ensure that the Emirates Group maintainsThe Emirates High Street completed its first its reputation for excellence during its rapidfull year of operation with over 450 products growth, the Service Audit Team constantlyavailable online and delivered to over 60 monitors and measures product and service A recycling campaign wascountries worldwide. standards. launched across the groupCustomer Affairs & Service Audit In addition, the Mystery Shopper team also contributes to the evaluation of how well ourCustomer Affairs & Service Audit (CASA) customer service staff meet the expectationscontinued to decentralise by establishing of our customers. The process will grow as theoffices in Johannesburg, Osaka, Hong Kong organisation adds more routes, products andand Tehran, adding to the existing network of destinations.regional offices in UK/Europe, The Americas,Australia/New Zealand and the Indian Service Audit is continuing to expand itssubcontinent. programmes. All elements of customer service are regularly evaluated including ServiceThis re-organisation has resulted in a 50 per cent Delivery, Airport Services, Skywards and theimprovement in handling complaints in Dubai worldwide call centres with recommendationsand across the network as it allows customers’ made to departments to enhance and improveconcerns to be dealt with more effectively and the product and service delivery.promptly at a local level. Due to ongoing customerservice improvements, Baggage Claim processing This year there were 500 audits on Emirates’times have been reduced by 66 per cent. flights, plus 200 at the worldwide call centres, three major audits on Dubai InternationalPlans are in place to develop a targeted training airport, 20 on outstations and 100 involvingand development plan for CASA staff to further Dnata Travel Services.improve skills and knowledge, which will besupported by a dedicated Knowledge Portal Welcoming the Emirates A380
14 15Emirates The Airline Emirates has ordered 58 A380s
16Emirates The Airline Emirates Engineering including C-checks, increased by 20 per cent from last year. Housed in the world’s largest maintenance hangar (above), Emirates Engineering is now In 2008, a dedicated engine component- one of the top three facilities, capable of cleaning workshop was inaugurated and the new carrying out extensive interior reconfiguration aircraft paint facility, is currently being finalised, and retrofitting of its wide-bodied fleet. to be fully commissioned by mid-2009. During the year, the division refreshed 16 out The new engine test cell was responsible for the of 29 A330 cabins and all eight A340-300 were testing of 60 engines. upgraded with new interiors. Emirates has established an engineering presence By the end of the year, 40 of the A330s, A340s at four more outstations – San Francisco, Los and Boeing 777s had been fitted with GSM Angeles, Cape Town and Guangzhou. modifications to enable passengers to use their own mobile phones. The refurbishing and retrofitting of the Boeing 777s requires each Flight Operations aircraft to be in maintenance for up to 45 days It was another year of “firsts” for Flight and includes the installation of new First, Business Operations. The division completed a seamless and Economy Class seats, inflight entertainment move to the world’s largest and most complex system, toilets and galleys. This is an investment Flight and Cabin Crew Operations Centre. At by Emirates to provide our passengers with a the same time, vying for the headlines was the uniform fleet, offering the highest standards. operationally-efficient entry into service of the long-awaited A380. The number of heavy maintenance activities,
17Other firsts included: Emirates’ Network Control Centre is based atThe implementation of the RAAS, the Runway Emirates Group Headquarters with a bird’s eyeAwareness and Advisory System, across all the view of the entire Dubai International airportfleet, which will add to safer operations by complex. The effective integration and abilitypreventing runway incursions. to monitor in real time, aircraft location as well as performance, provides the company withThe Introduction of Class II electronic flight one of the best tools to optimise the network’sbags and the LIDO electronic Charting System efficiency. This avoids any unnecessaryto enhance pilots’ chart information quality, as diversions, reduced ground time for technicalwell as save costs. rectifications and effective management Adel Al Redha, of passenger logistics. This state-of-the-art Executive Vice President,The Flight Training department was refurbished, technology employed across 100 destinations, Engineering and Operationswith the move completed on time and below is one of the largest in the world.budget. The 2,000 pilots completed themandatory English language licence certification, The increased complexity of Emirates’ networka month ahead of the GCAA schedule. operations over the years has required the establishment of a fully-integrated andThe division recorded the fifth anniversary centralised Network Control Centre housingof the use of Flex Tracks in cooperation with relevant stakeholders. There is representationAir Services Australia, the Maldives, and Sri within Network Control from all operational andLankan air traffic service providers. Up to now support departments such as Emiratesthis partnership has resulted in fuel savings of SkyCargo, Crew Control, Flight Dispatch,9.6 million litres and shaved an average of 772 Maintenance Control, Aircraft Planning,kilometres and 21 minutes off scheduled flight Commercial Operations, Hub Control,times. It is estimated to have cut emissions by Reservations, Dnata Airport Operations, Airport26,440 tonnes of carbon dioxide and 163,000 Services Dubai and Outstations, as well as Dutytonnes of nitrogen oxide. In this connection, Operations Dubai and Outstations.Flight Operations worked with the EuropeanUnion regulators to help draft and design the The robustness of the airline’s operationsEmission Trading Scheme’s monitoring and throughout the network is largely dependentverification process. on effective communication and good decisions made everyday, which are orchestratedThe airline also reduced the usage of Auxiliary by highly competent and specialised networkPower Unit (APU) during transit and reviewed control managers.the load of variable items which resulted inthe direct reduction of operating cost, savingmillions. Extensive retrofitting carried out in Dubai
18 Emirates The Airline Emirates SkyCargo problems, currency values, especially in Europe, Australia and South Africa severely impacted Tonnage carried by Emirates SkyCargo yields. increased by 10 per cent to 1,408,300 metric tonnes though there was a decrease in yield of With the commissioning of the Cargo Mega 2.6 per cent. Despite the challenges, Emirates Terminal (CMT), upgrades to the existing Emirates SkyCargo produced a growth performance. SkyCargo warehouse were implemented to facilitate process improvement for the handling It was an extremely challenging year for of sea-air consignments, handling of charter Emirates SkyCargo with global trade slowing, flight traffic and break-bulk operations. the banking sector eventually collapsing and the world going into a recession. An additional 200 Cool Cells were commissioned in the CMT for the storage of unitised The effects of reduced demand/production in temperature-sensitive consignments. the automotive sector and associated industries, which account for some 20 per cent of global Emirates SkyCargo introduced White Covers,The fully-automated airfreight, has impacted negatively on exports an innovation utilising gas-permeable porousCargo Mega Terminal from Germany, Brazil, South Africa and the material, tailored to cover pallets, which assists Asia-Pacific region. in the maintenance of proscribed temperature parameters during the transportation cycle. In the first half-year, fuel price directly impacted This is used, particularly by shippers of on air cargo rates, exacerbating a slow down perishables and pharmaceuticals, to maintain in world trade, which resulted in reduced product quality. consumer spending in Europe and the USA. Further investment in automation, with the Second-half results were drastically affected by cutover of SkyChain 3.0 incorporating the the global economic downturn with the economies terminal handling module, was implemented of many countries moving into recession, to enhance shipment life cycle data; handle negating the effect of fuel price decreases. related transaction data; and provide real-time information. As a result of the credit crisis and liquidity
19A series of relief charter flights were operated to leading academics, business, and governmentChengdu, China in June carrying relief supplies representatives.for victims of the earthquake disaster. Emirates Hotels & Resorts continued to developDuring the year, Emirates SkyCargo won a with international central reservations, aclutch of international awards including Air corporate sales and business development unit,Cargo Carrier of the Year by International plus a global online distribution system drivenFreighting Weekly Awards, United Kingdom; Air by newly acquired technology.Cargo of the Year by Asian Freight & SupplyChain magazine, Asia; Best Middle East Cargo Emirates continued its support of the DubaiAirline by Air Cargo News, UK; Best Air Cargo Desert Conservation Reserve which gainedCarrier Middle East by Asian Freight and Supply the coveted Protected Area Status from UNEPChain – Cargo News Asia, Hong Kong; and Best (United Nations Environment Programme) andCustomer Care by Air Cargo Week, UK. the IUCN (International Union for Conservation of Nature), a culmination of five years’ workEmirates SkyCargo participated in the following in conservation management. Attracting over Arabian oryx attrade events: Intermodal 2008 (São Paulo) in 210,000 visitors in 2008, the DDCR proved Al Maha Desert Resort & SpaApril 2008; Air Cargo China 2008 (Shanghai) in that management of popular desert safarisJune 2008; and Air Cargo Forum 2008 (Kuala need not impact the environment. The HarbourLumpur) in November 2008. Hotel & Residence completed its first full-year of operation achieving 73 per cent occupancy, despite the challenging economic conditions.Destination & Leisure ManagementThe division, like all travel companies, was Al Maha Desert Resort & Spa continuedaffected by the global downturn and from its inspirational success in its ninth year ofa shortage of rooms in Dubai in 2008, this operation, again generating profits, plauditsyear saw a lessening of demand with Arabian from its guests and awards for the high qualityAdventures hosting 267,600 guests. The top five of service.markets of UK, Australia, Germany, GCC andSouth Africa showed a 10 to 15 per cent decline, In Australia, Wolgan Valley Resort & Spa isbut Brazil proved a successful new market. due for completion in late 2009, setting a new benchmark for hospitality. The hotel hasEmirates Holidays cared for a total of 81,504 paid special attention to the preservation oftourists with top destinations again being Dubai, endangered wildlife and the indigenous habitatsMalaysia, Thailand, the Maldives and Mauritius. by obtaining approval of federal and state environmental agencies.Congress Solutions International (CSI)strengthened its brand locally and internationally In Seychelles, Cap Ternay Resort & Spa is slatedwith the staging of several high-profile events. to open in 2011/12. This five-star, 416-room- resort including a luxury 40-villa complex,Some 1,350 top executives from the travel and will again emphasise Emirates’ commitment totourism industry, heads of states and other conservation and environmental sustainability.dignitaries attended the Global Travel & Tourism Location of Wolgan Valley ResortSummit organised in Dubai by CSI on behalf of & Spa, opening October 2009the World Travel & Tourism Council.Later in the year, CSI also arranged, onbehalf of the World Economic Forum andthe government of Dubai, a summit on theGlobal Agenda attended by 700 of the world’s
20 Emirates The Airline Golden Gate Bridge, San Francisco Also under construction, and due for completion which enabled the airline to provide daily by the end of this fiscal year, is a 10-storey non-stop services to Milan. A second daily extension of the Emirates Holidays building service to Milan began in January 2009. Five and by summer of 2009, the new Arabian direct flights to Nice were launched and daily Adventures Operations Centre, in Dubai non-stop services introduced to Rome. The Investments Park, should be ready. The Centre A380 was deployed on the London route fromThe Gold Coast, Australia, served will include a multi-storey car park for 300 cars 1st December.through Brisbane and four-wheel drives, over 120 parking bays for larger vehicles like buses, and 15 washing bays. Istanbul flights were increased to 11 per week; the Larnaca and Malta service became daily, a second daily flight boosted the Moscow service Planning and Market Research from 1st March, and another daily service to With Airbus delivering four A380s and Boeing Athens began before the end of the fiscal year delivering 10 Boeing 777-300ERs and six Boeing on 26th March. 777-200LRs, the Emirates passenger fleet size at year-end was 124 aircraft. In East Asia, Guangzhou (Canton) became the fourth city in China to be served by Emirates in A number of new destinations and services were July, starting six times a week and daily services added to the network. from 1st October 2008. In Brazil, a seventh service was launched to São The airline increased Kuala Lumpur services to Paulo, bringing the operation to a daily service. 12 weekly flights. In the USA, two more cities joined the network In Australia, a second daily flight was launched – Los Angeles became the third US city to be to Brisbane and on to Auckland on 1st February, served by Emirates with three flights per week and a third non-stop daily to Melbourne on using the ultra-long range Boeing 777-200LR. 2nd February. The A380 was introduced to Two months later, in December, San Francisco Sydney and Auckland from 1st February. was inaugurated with three weekly services. Operations to Nagoya, Japan ceased on 29th March 2009. In Europe, Rome and Milan were de-linked,
21In West Asia, the total number of flights to more than 400 safety and emergency procedureDhaka increased to 17 per week while in India, courses for cabin and flight deck crew usingKozhikode became the 10th destination. A fifth two full-movement simulators, First Classdaily service was initiated to Mumbai and flights upgrade, Business Class and Purser coursesto Delhi increased from 11 to 25 per week. – in fact, there were no less than 33 courses conducted every day during the year.The phased increases in services to Hyderabad, At the same time, 270 ab-initio courses wereBengaluru, Kochi and Chennai also reflected the held, each with 19 new entrants per week forimportance of the Indian market. men and women joining Service Delivery. During the year, Emirates passed the 10,000In Saudi Arabia, Riyadh and Jeddah became cabin crew milestone. The 10,000th was Missdaily operations with the addition of a seventh Mohana Chonayah from Malaysia.weekly flight. In order to build effective working relationships An A380 cabin crew serviceAmman now has 12 flights, Damascus 11 and between the A380 crew, a new Captain/ training simulator atKuwait 26 services per week. Purser workshop was set up and the Nujoum Emirates Training College experiential programme for all cabin crew andThe Dubai-Accra-Abidjan route became a ground teams was introduced.daily operation and a second daily service wasintroduced to Lagos on 1st February. The launch of a new uniform, initially on the A380, and which will be rolled out to all staff inThe Market Research department provided June 2009, underlined the innovations takingstakeholders across the group with internal and place. This included the opening of the newexternal customer insights by continuously Crew Operations Terminal, a mini airport, in itsmonitoring ongoing developments of existing own right, at the Emirates Group headquarters,products and services. with its own automated baggage system. On- board staff are being issued with new duty freeThe focus for the year has been on a global hand-held sales computers, while all purserslevel with large-scale brand and media studies now have KIS (Knowledge-driven Informationconducted in conjunction with the Corporate System) laptops which provide them with theCommunications division. who’s who on board prior to the flight. On the catering side, Service Delivery earnedService Delivery plaudits with its Dine-on-Demand service inThe launch of the new Emirates flagship, the First Class on all flights over four hours andA380, generated global headlines, yet it was the forty minutes. This included the introduction ofbehind-the-scenes investment which made thedozens of awards possible. The A380 Shower SpaOf major importance was the new cabin crewtraining facility and the commissioning of13 new simulators covering all aircraft types,including the A380 with a fully operationalonboard Lounge and Shower Spa, and theintroduction of two flight demonstrationkitchens with a complete range of fully-functioning on-board equipment.The division carried out intensive training,including 22 conversion courses for the A380,
22 Emirates The Airline In touch – on the ground new exotic dishes such as South African ostrich The other major event for Airport Services was steaks with pepper sauce; Indian pot-pourri of the arrival of Emirates’ first A380, which was chicken with curry leaves, ginger and turmeric; introduced on the Dubai-New York service. A Chinese codfish with oyster sauce and on the special feature enabled passengers to board A380 a pasta bar breakfast, with old-fashioned directly from the lounge at John F Kennedy Scottish porridge and on flights to Los Angeles International Airport. A new Emirates LoungeIn touch – in the air and San Francisco, Californian Pacific Rim at Brisbane also allows direct access onto our favourites. aircraft from the Emirates Lounge. In addition, the division also opened Emirates Lounges at Together with Airport Services, Service Delivery Beijing, Düsseldorf, Johannesburg, Mumbai and was involved in the design and introduction of Zurich airports, bringing the outstation lounges the upgraded food offerings at airport lounges to 20, with three more planned. around the world. As part of the overall refocus on the important Indian market, Service During the year, two airports were moved Delivery contributed new regionalised menus as overnight to new facilities in Bengaluru and well as mandatory online learning for crew and Hyderabad and two airports shifted to new managers. terminals in Beijing and Shanghai prior to the Olympic Games. All these moves impacted Emirates’ flights and involved Airport Services Airport Services staff. The division also procured and put into Airport Services played an important role in service 7,000 new ULDs (Unit Load Devices) the development and introduction of the new bringing the total Emirates inventory to 32,000 Emirates Terminal 3, which opened in phases units. The Radio Frequency Identification (RFID) at Dubai International airport between 14th trials are continuing with Dubai International, October and 11th November 2008. The move Hong Kong, London Heathrow and JFK into the facility, larger than Terminal 5 at New York, where the airports are working London Heathrow, was made without fanfare together with Emirates in an experiment to and immediately improved aircraft on-time use chip-tagged luggage labels to improve the performance and pier access. consistency of baggage handling.
23Public, International, Industry and airline. As part of this project, the airline beganEnvironment Affairs its largest-ever single recycling programme through the collection of thousands of tonnesThe continuous pursuit of the liberalisation of paper, cardboard, plastic and aluminiumof traffic rights resulted in the department at Emirates Group headquarters and otherconducting public affairs and government buildings.engagements involving the Chairman, Presidentand senior management in Australia, United The highlights of the year were two “greenStates of America, United Kingdom, Germany, flights”. In collaboration with other departments,Canada, Japan, Korea, India and other key Environmental Affairs organised the world’s firstmarkets. Major successes were achieved in and longest trans-polar green demonstrationSouth America, southern Africa and India. flight from Dubai to San Francisco, while the A380 inaugural flight to Sydney launched thePublic Affairs managed a campaign to help new aviation environmental programme. The Ali Mubarak Al Soori, Executivemitigate Emirates’ serious concerns over the department was responsible for introducing a Vice President, Chairman’s Office,UK government’s Air Passenger Duty. It also further 10 measures from these flights across Facilities/Projects Managementlaunched a new publication to share the airline’s the global network. and Procurement & Logisticsview on industry and policy news internationally,and a new feature on the website. Facilities/Projects ManagementNew Air Services Agreements were concluded From a twin-tower five-star hotel to morewith Japan (enabling Emirates to operate to modest staff accommodation, the departmentTokyo’s Narita Airport in 2010) and with the had a busy year amidst the property world ofComoros, Lithuania, Romania and Luxemburg. Dubai. Now under construction, the glass andNew codeshare deals were signed with Jet aluminium Park Towers Hotel & Residence willAirways and Oman Air. be 70 storeys tall with 806 rooms per tower. The design is based on the shape of the trunkIndustry Affairs continues to represent Emirates of a palm tree.at the IATA Agency and Services Conferencesfor both passenger and cargo activities. Emirates Equally important for the group is the housingalso joined Billing and Settlement Plans (BSP) development at Al Majan for staff. Four of theimplemented in Argentina, Benin, Bosnia and five blocks have been started with a total of 829Herzegovina, Chile, Nigeria and Spain and units consisting of one, two and three-bedroomnow participates in BSP with 99 countries. The apartments built in the New York Art Decoairline also joined the IATA Cargo Accounts & style. Each block will have a gymnasium andSettlement System (CASS) in Bangladesh and is swimming pool on the first floor.now participating in CASS with 43 countries. Atthe recent IATA/CASS Policy meeting, Emirates Procurement & Logisticswas appointed to chair this group. Procurement and Logistics (P&L) is committed to sourcing goods and services globally toIndustry Affairs pursued the inclusion of provide the best value, highest quality andairline web sales, within the industry bank lowest total cost of ownership. Whilst theguarantees, provided by travel agents. IATAResolution changes have thus been adopted for “Green flights” include specialimplementation. washing of aircraftEnvironment Affairs launched a major newenvironment policy in 2008 which aims tomake Emirates the world’s most eco-efficient
24The Emirates Group Emirates Business Class Lounge, Emirates Terminal 3, Dubai International airport department aggressively negotiates price, a SkyCargo and external ground handling “win-win” situation is always sought, to enable partners on long-term, sustainable initiatives suppliers to fuel their growth and deliver quality to improve the customer experience on the products and services. ground. P&L supported the launch of four new stations including Los Angeles and San Francisco. In delivering a cost control commitment to the Group, P&L negotiated over 500 high-value Working with Flight Operations, P&L completed contracts during the year from ground handling, detailed negotiations with Iran that ensured airEmirates First Class Lounge, inflight catering and hotels to IT, media, print, traffic control charges were set at a sustainableEmirates Terminal 3, uniform, ground support equipment and level for the industry.Dubai International airport logistics services. P&L received approximately 456,000 requests for numerous items and In Dubai, the department worked to deliver a transacted around 28,000 purchase orders. range of stunning new dining options in the new A formidable AED 23 billion passed through Emirates Lounges at Emirates Terminal 3 and for purchasing in 2008/09. the long-stay Economy Class passengers. A key focus for the year was the development One of the largest deals ever negotiated by of innovative and exciting products to support P&L with the Corporate Communications team the launch of the A380. In order to meet tight was the consolidation of the global media deadlines and a strict requirement for pre-launch investment. The deal involved merging the confidentiality, a collaborative approach with media strategy, planning and buying from nine carefully selected, strategic suppliers took place. incumbent media agencies and 15 full service This included the development of products for agencies into one global media group. Another the on-board Shower Spa and onboard Lounge. landmark deal was a new five-year deal to provide digital copy and printing services to the group. Despite the unprecedented levels of price volatility, P&L played a significant role in discussions and erratic markets and logistical challenges during eventual agreement to change the specification the year, the group continued to successfully of the inflight magazines, thus making significant source jet fuel for the airline around the globe. weight reductions to help reduce fuel burn. The fuel-buying team was recognised as the best Emirates achieved the target of launching the fuel purchasing team in the Middle East & Africa new cabin crew uniform on time for the arrival of region and in the top 10 globally in a poll of the A380. industry peers organised by Armbrust. Across the network, the department continued In fact, the A380s brought on new challenges to work with Emirates Airport Services, Emirates for the department. The unprecedented size of
25the aircraft had a direct impact on the feasibility Group Safety have shared concepts with like-of conventional ground support equipment to minded safety organisations in other industriesprovide safe and efficient aircraft servicing. and conducted a joint emergency responseP&L worked closely with Dnata Technical exercise, with the UK Air Accident InvestigationServices in procuring a range of specialised Branch, Rolls Royce, Airbus, Durham Tees Valleyequipment to meet the needs of the group. Airport and Cranfield University.The P&L IT team negotiated a deal to integrateall ground and air communications systems Emirates Group Securityinto one system for airport, ground and air In the world of airline security, Emiratesdispatchers, thus integrating the different continues to be recognised for its expertise andcommunication devices into one screen. This comprehensive training activities. Emirates Group Security graduateswill reduce manual work, increase efficiency,reduce operational delays, and eliminate In October 2008, Group Security organised thehuman errors. The system will improve and second International Civil Aviation Organisationsimplify Movement Control (MOCON) and (ICAO) Certified Aviation Security ProfessionalNetwork Control Centre (NCC) services at Dubai Course in Dubai and during the calendar yearInternational airport and have a positive impact conducted over 800 GCAA approved classeson incident control at the airport. including training sessions for cabin crew and pilots. In addition there were some 600 Advanced Restraint Technique (ART) practicalGroup Safety sessions for the cabin crew.Group Safety provides internal safety oversight,advice, investigation and awareness, both in The security e-learning programme for outstationsDubai and throughout our overseas network. was completed by 1,500 outstation staff members. The Centre for Aviation and Security StudiesEmirates completed successful re-registration for (CASS) signed an MoU with Western Australiathe biennial IATA Operational Safety Audit. Police to collaborate in areas of investigative practice and research in the security function.Group Safety participated in several airlineindustry safety groups, including the IATA SafetyGroup; the Flight Safety Foundation, International TransguardAdvisory Committee; Cranfield University – Transguard’s new valuables handling facility hasAccident Investigation Centre, Industry Advisory now opened on a 24/7 basis offering the tradeBoard; and the Gulf Flight Safety Committee. a faster turn-around and improved customer service. Dubai Customs outsourced the transportGroup Safety sponsored a major investment of valuable cargo to Transguard which nowin aircraft safety technology, with the phased manages the ULD transfer from aircraft to theintroduction of the Runway Awareness and strong room. Transguard’s Cash ManagementAdvisory System – known as RAAS – which Centre has seen a 500 per cent increase inis being progressively introduced across the volume since inception. In 2008/09, a dailyEmirates fleet. volume of two million bank notes was processed. Transguard in action at Dubai’s Gold & Diamond Park