dnata is a leading global air and travel services provider. Established in 1959, the company offers quality and safe ground handling, cargo, travel, catering and retail services in 34 countries across six continents.
In the financial year 2022-23, dnata Catering and Retail’s customer-oriented teams uplifted 111.4 million meals, serving full service, low-cost and VIP carriers from more than 60 locations.
dnata Catering and Retail has two principal divisions. The airline catering division provides full service, fresh and safe food to carriers around the globe. Meanwhile, its retail programme is driven by technology and offers a suite of onboard offerings to propel sales and customer experience.
Proud moments
“Expanding the organisation globally has been our key highlight over the past 20 years,” says Robin Padgett, Divisional Senior Vice President, dnata Catering & Retail. “Recently moving into new markets such as Canada and the Republic of Ireland, hitting the ground running and ensuring they are successful from the start, while actually improving the products that airlines sell onboard immediately.
“Secondly, the strong investment in the development of retail has been a highlight. Harnessing the best available technology and implementing that into very competitive programs that are driving high levels of profitability and fantastic levels of customer engagement. We aim to make onboard retail the centre of airline ancillary programs. That in turn drives customer satisfaction levels, while also delivering strong growth for airline customers.”
Growing pains
“Our biggest challenge has been the demand for our services, and being able to scale up,” explains Padgett. “How do we take on new customers, while also maintaining the high levels of quality we’re known for without diluting that quality? We’ve grown from a US$300 million business to a US$2 billion business in the last 10 years.
“We’ve done that by improving our quality and improving our support processes behind the scenes. We’ve really invested in food safety, making sure we have cohorts of people who are well trained, and that we have really robust systems, no matter if you’re in Vancouver or Melbourne.”
What’s in store
Retail is only set to grow in prominence, as will personalisation within the travel journey, believes Padgett. “The whole process will be made seamless. The way in which customers engage with the choices and pay for them, will be extremely easy. There will be no more waiting for the onboard crew to come to your seat with their trolley halfway into your flight.”
