Dnata to manage Etihad Centre in Belgrade


Dnata, the Dubai-based air services provider owned by Emirates Group, is to manage the Etihad Airways Partners Shared Services Centre in Belgrade, as well as other Etihad Airways contact centres, in what appears to be the latest step towards closer cooperation between the two rivals. The centre was formerly managed by Etihad itself, and this is the first time it has appointed a third-party to manage such operations. Dnata said it will help Etihad provide customer service to its passengers through “innovative and efficient technology solutions”. “Dnata confirms that it has been appointed by Etihad to manage the airline’s contact centre operations”, a Dnata spokesperson said. The companies noted they have agreed not to disclose contract details. The move is the latest by the two aviation groups to move closer after they signed a deal in January last year to cooperate in aviation security. At the time, Emirates Group Security and Etihad Aviation Group said the deal involves sharing of information and intelligence, as well as work on operational areas within and outside the UAE.

The Etihad Airways Partners Shared Services unit in Belgrade employs over 250 Serbian nationals handling reservation and ticketing services, including sales and loyalty programme for Etihad Airways, Air Serbia, Air Seychelles and Jet Airways. Opened in 2017, it is projected the centre will have a headcount of about 685 employees in 2020, when the facility is forecast to handle more than 4.4 million calls.

Commenting on the development, the national carrier of the UAE said, “Etihad will work closely with Dnata during the transition period and will oversee the management of the contract in its entirety. Dnata is a world-class operator and this appointment ensures Etihad will continue to provide the same seamless world-class levels of service to its customers”. Etihad stressed the appointment was just a regular part of business to award services contracts to other parties and that it did not represent more than that. For Dnata specifically, the deal comes as it rapidly expands its operations around the world, having already announced other contracts in the US, Canada, and Europe.


  1. Anonymous10:55

    This closer and closer partnership between Etihad and Emirates is getting interested. Will it eventually lead to some super merger?

    1. Anonymous10:59

      Agree. At the end we might see merge although they denied it.

  2. Anonymous11:05

    Why not? This makes perfect sense.

    1. Anonymous11:09

      Why? Because you think it would be the way for Air Serbia to be protected by EK?

    2. Anonymous11:29

      Yes, it makes sense what you are proposing Anon.

  3. Anonymous08:09

    Dnata is owned by Emirates. Considering the Shared Services for Etihad being based in Belgrade is of value for money, due to its wage structure in RS. It means more jobs for Belgrade if Dnata insources in other work from other areas.


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