Passenger Experience

Rather than replicate today’s approach, Dubai Airports, in partnership with its key customers and stakeholders, has put the customer’s experience at the heart of the design of facilities, processes and services.

In order to achieve a consistently customer-centric airport experience, ‘community processes’ must be developed to ensure airlines, airport stakeholders, transport providers, hotel and hospitality partners and vendors have common systems and services that directly benefit the passenger. By implementing this approach, each customer touchpoint will be efficient, convenient and familiar, eliminating the confusion and anxiety often experienced in airports today.

In designing airport access, the goal is to bring the airport to the passenger

Getting To And From The Airport

This will be achieved by working with rail, surface transport providers and the hospitality industry to facilitate screening, check-in and baggage drop to the maximum extent possible before the passenger arrives at the airport. For those that don’t or can’t do so ahead of time, a convenient kerbside and drive-through baggage drop will be provided with provision for dedicated chauffeur, first and business class tiers, as well as dedicated lanes for group and hotel coaches.

Plans for rapid rail transit from the city and surrounding area to the airport are under preparation with Dubai’s Roads and Transport Authority.

The airport will provide for an efficient and convenient interface with all modes of transport and enable a fast and seamless connection to the airport rapid rail system at the main terminal building located off the E311, one of three major road arteries that run across Dubai. From there, the airport rail network will transport all originating and connecting passengers on dedicated arrivals and departures network loops.

Interactive personalised information will be available throughout


Departing passengers will check in and then pass through security before boarding comfortable, high-speed airport trains that will deliver them to their selected concourse node point, from where they will have the opportunity to experience extensive retail, food and beverage offerings. Walking distances from the node point will be minimised due to train interfaces positioned optimally in relation to departure gates. Departure gates will feature self-boarding capability using biometrics.

There will be convenient and dedicated access to airport lounges for each class of passenger using the same approach as is seen today in Concourse A, which facilitates multi-level dedicated boarding directly from lounges.

Airport trains will similarly offer first, business and economy class options. Airport architecture will provide for clear, unobstructed views of gate areas, as well as intuitive wayfinding, comfortable seating, attractive retail and F&B offerings and constant Wi-Fi connectivity. Dedicated facilities for connecting passengers will feature similar conveniences, along with minimal walking distances to onward flights.

A fast-track option will be available to arrival passengers without baggage or with baggage that has been directed to another destination


Arriving passengers will experience a warm, welcoming and distinctly Dubai ambiance from the moment they exit the aircraft. Upon disembarking they will take a short walk to a node point, where dedicated trains will take them quickly to the main terminal building. The immigration process will centre on fast, efficient smart gates using biometrics.

Baggage will arrive at the customer’s place of choice – at home, hotel or airport – at the same time as the passenger, or exactly when they want it delivered. If traditional baggage pick-up upon airport exit is preferred, the baggage arrivals hall will offer a clear line of sight from carousel to exit and no changes to floor level. As is the case for departures, arriving passengers will also have swift and convenient access to all forms of public and private transport.

Approximately 52% of passengers visiting Dubai Airports, are connecting to onward destinations, and that percentage is set to grow


The challenge to connect these passengers efficiently and comfortably has been addressed in the base design, with dedicated connecting trains linking the concourses.

The counter-rotating rail lines will ensure the shortest and quickest connections possible between concourses, with walking distance to departure gates minimised from the moment a connecting passenger exits their train. Simple and intuitive architecture and wayfinding will further assist the seamless delivery of passengers to their gate destinations. All connecting passengers will get full access to airside retail offerings.