For passenger services at 2 airports
Dubai Airports has signed a five-year contract extension with Britain’s Serco, valued at AED495 million, to continue providing passenger services at the Dubai emirate’s two main airports through December 2030. The contract follows the completion of an initial five-year term and a one-year extension.
According to a Sero statement, the agreement extends a partnership that began in 2018, covering Dubai International Airport (DXB) and Dubai World Central – Al Maktoum International (DWC), both of which are owned and managed by Dubai Airports.
Serco’s role includes managing a range of passenger-facing services. These involve passenger processing, passenger assistance, traffic control, buggy and chauffeur services, and staffing for VIP lounges.
The renewed agreement comes amid rising expectations for passenger service levels across global airports. Gulf states, including the UAE, have increasingly prioritised operational partnerships that can support large-scale travel infrastructure with consistent service standards.
Over 1,500 Serco employees currently work across both airports. Their operations support the annual movement of some 93 million passengers through Dubai’s airport infrastructure. Passenger numbers are expected to exceed 96 million by the end of 2025, reflecting sustained growth in the region’s aviation sector.
Serco Middle East’s Chief Executive, Phil Malem, stated that the contract ensures continuity in operational delivery. At the same time, Dubai Airports’ Chief Operating Officer Majed Al Joker noted that the agreement aligns with the Emirati company’s efforts to enhance the passenger experience as traffic volumes increase.
Located in Georgia, ATL handles tens of millions of passengers annually, thanks to its role as a major hub for both domestic and international air travel. The airport benefits from its strategic location, serving as a key transit point across North America.
While other airports, such as Dubai International, lead in international traffic, Hartsfield-Jackson Atlanta International (ATL) maintains its top global ranking due to its high volume of connecting flights and efficient operational capacity.
Serco specialises in outsourced public services across various sectors, including defence, health, justice, immigration, and transport. Operating in over 20 countries, it partners mainly with governments to manage complex public sector operations.
In the UAE, Serco previously operated and maintained the Dubai Metro and Dubai Tram networks on behalf of Dubai’s Roads and Transport Agency (RTA) before losing the concession in 2021 to Keolis MHI, a joint venture formed between French public transport operator Keolis and Japanese industrial firms Mitsubishi Heavy Industries Engineering and Mitsubishi Corporation. Keolis MHI now has a 15-year contract with Dubai’s RTA with a nine-year base term and a six-year renewable extension option.
Image: File image of travellers at Terminal 3 of Dubai International Airport, where Serco personnel are contracted to deliver passenger services. Credit: Arnold Pinto
