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Emirates to Open New Customer Contact Center in Budapest

Emirates recently announced its plans to open up a new customer contact center in Budapest. The facility, which will house reservation services as well as multi-lingual support for the frequent flyer program, Emirates Skywards, will be managed by 300 professionals who will handle calls and emails in nine languages. Emirates said that hiring for the professionals will start this spring.

Emirates currently boasts six global contact centers in Dubai, Manchester, Mumbai, New York, Melbourne and Guangzhou. The professionals in these contact centers deal with around 35,000 calls and emails per day. Emirates’ new contact center will be linked virtually to the airline’s existing contact center network, creating a seamless customer experience.

 “We searched extensively across Europe to find the right location for this facility and Budapest ticked all the right boxes for us. The support from the Hungarian Investment and Trade Agency has been incredibly valuable in bringing this project to fruition,” said Karen Bell-Wright, Emirates SVP of the retail and contact center. “Budapest offers us a population base with the right mix of languages and skill sets, as well as strong telecommunications infrastructure. Hungary is an attractive investment location for global business with a supportive and progressive government and we look forward to developing this relationship.”

Recently, The Emirates Identity Authority announced that its Asian customers can more easily communicate with the call center following the addition of Urdu to the company’s interactive voice response (IVR) system. The company’s call center has been using Arabic and English for communication and will now use Urdu to provide better services to its customers. Customers within the UAE can call 600530003 while those calling from outside the country can call 0971600530003 to interact with a call center representative.

People calling the center can choose the third option, receive preliminary information and then choose the service they are interested in. If callers want to speak to an agent they will be referred to one of the center’s employees who speak the same language.


Edited by Rory J. Thompson