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dnata Ground and Cargo Handling

Passenger Services


Staff in this division are on the front line. Their job is to ensure the smooth handling of passengers at departures, arrival, check-in, transfer areas and the boarding gates.

They work in one of the world’s most modern airports and have a rewarding customer service role. Their work is also some of the most demanding, because staff in these areas must know how to handle large numbers of passengers from all nationalities, cultural backgrounds and walks of life.

They have to be able to manage the negative as well as the positive without losing their patience, rising to the occasion when fog closes the airport, flights are cancelled by the dozen and tempers fray.

The Special Handling unit is responsible for the care of passengers with special needs, sick/elderly passengers in wheelchairs, inexperienced travellers and children travelling alone as unaccompanied minors.

The Flight Management Unit (FMU) within dnata Passenger Services exclusively handles the 12 processing systems operating at Dubai airport for passenger processing and reconciliation. This service is provided to all customer carriers, based on their individual systems of operation through dedicated flight controllers for each flight.

Key roles for Passenger Services include:
• Passenger Services Agent
• Special Handling Agent
• Wheelchair Attendant
• Passenger Services Supervisor
• Passenger Services Officer
• Passenger Services Superintendant
• Duty Officer Special Handling
• Manager Airport Passenger Services