dnata - Airport Operations Headquarters

I had a deeply disappointing experience at Dubai Airport Terminal 2 due to misinformation provided by a DNATA staff member. Upon arrival, I was misdirected to the wrong counter when I inquired about the Indigo Airlines check-in. I waited there for nearly 50 minutes, only to be told that it was the incorrect location. By the time I reached the correct Indigo counter, check-in had just closed—only five minutes earlier. Despite the clear mistake made by the staff, I was not allowed to board. When I requested a review of CCTV footage to verify my claim, the staff refused and denied any responsibility. It was disheartening to feel so powerless, with no one willing to acknowledge the error or help resolve the issue. However, amidst this frustration, I was fortunate to meet Mr. Akram from Pakistan, the AreaSupervisor. His professionalism, empathy, and willingness to listen truly stood out. He took the time to explain the situation in detail and addressed all my concerns with the patience and kindness of a teacher. His guidance and respectful demeanor were a silver lining in an otherwise troubling experience. Thank you, Mr. Akram—you turned a negative situation into a moment of grace.

On May 18th, I was boarding a saudia flight from Dubai to Riyadh at 5am. The supervisor on the boarding counter, Nida Omar, was absolutely appalling with her attitude. She spoke in such a rude manner and had a very bad attitude. She insisted I had extra baggage that was not allowed as hand luggage on the flight. She did not give me any solution other than to choose what I would want to leave behind out of my belongings or to miss my flight. Disgusting behaviour from this dnata staff member. Thank God the Saudia airline staff came and helped me.

Aftaab rizwan herekar the staff of DNATA who works at the airport terminal -1 arrivals was really helpful my mother lost the luggage while flying from Mumbai to Dubai Indigo staff was unavailable to take my complaint they were never there i followed up couple of time. Dnata took my complaint raised it to indigo. All around really good experience with Dnata and Aftaab #Dnata btw im still waiting to get the luggage but im sure i'll get it

Very worst service,as we waiting here for our missed baggage with 2 small kids in (dnata left luggage counter) it’s been more than 3 hours now still there is no response from the customs,we never expect this worst service from Dubai airport (dnata).

Customer Service Department dnata P.O. Box 1515 Dubai International Airport Dubai, UAE Dear Sir/Madam, Subject: Formal Complaint Regarding Poor Customer Service and Negligence I am writing to express my deep dissatisfaction with the service provided by dnata assistance staff at Dubai International Airport. My experience on multiple occasions has been extremely disappointing, and I feel compelled to bring these issues to your attention in hopes of improving the quality of service for future passengers. During my recent travels through Dubai International Airport, I have repeatedly encountered rude and unprofessional behavior from your staff. On several occasions, when I attempted to seek assistance, the staff members either walked away while I was speaking or displayed an indifferent attitude, clearly showing a lack of concern for passenger needs. Moreover, the wheelchair service has been consistently unreliable. Despite making prior arrangements, there have been numerous instances where the promised wheelchair assistance was not provided, causing significant inconvenience and stress. This recurring issue has made each transit through Dubai a nightmare, and it is highly disappointing for a company reputed for excellence in customer service. The lack of assistance and the rude behavior of the staff is unacceptable and unworthy of a company like dnata, which prides itself on providing quality services. As a passenger requiring special assistance, I rely on your company to ensure a smooth and comfortable transit experience. Unfortunately, my experiences have been far from satisfactory. I request that you address these issues urgently and take appropriate measures to ensure that such incidents do not occur in the future. Passengers deserve to be treated with respect and dignity, and their needs should be met efficiently and professionally. I look forward to a prompt response and a resolution to these issues. Thank you for your attention to this matter.