Navigating the Technological Landscape: An Interview with Emirates’ Chief Operating Officer

As one of the world’s leading airlines, Emirates has long been at the forefront of innovation, leveraging technology to enhance the passenger experience and drive operational efficiency.

In a recent interview, Richie Santosdiaz, from the Fintech Times, sat down with Adel Al Redha, Emirates‘ Deputy President and Chief Operating Officer, to delve into the airline’s digital transformation journey.

Adel began by providing an overview of her professional background. He joined Emirates in 1986, starting in the engineering department and progressing through various roles. This included working on the aircraft procurement side and overseeing the operational network and service delivery. For the past several years, Adel has served as the Chief Operating Officer, responsible for the airline’s entire network operation, including airports, network engineering, and flight operations.

More recently, he has also been tasked with overseeing the company’s IT and technology functions. Discussing Emirates’ technology strategy, Adel acknowledged the challenges of dealing with legacy applications and systems built decades ago when the airline first launched. He explained that over the past ten years, and particularly in the last five years, technology has evolved significantly, with advancements in areas such as cloud computing, data storage, and software applications. This has led to some of Emirates’ legacy systems becoming increasingly isolated and difficult to support. Adel outlined the airline’s strategic approach to addressing this challenge. “The focus has been on identifying applications across the commercial, operational, and support functions of the business that are no longer fit for purpose. The goal is to replace and transform these legacy systems with more modern, customised solutions that can better meet the airline’s needs going forward.” Adel emphasised the importance of customisation, given the sheer scale and unique requirements of an airline the size of Emirates.

Off-the-shelf enterprise systems, he explained, are often not adequate, and the company has had to invest in developing bespoke solutions tailored to its specific needs. When asked about Emirates’ initiatives in the financial technology (Fintech) space, including payments and partnerships, Adel acknowledged that the company has been closely monitoring developments in this area. He highlighted the changes made to the Skywards loyalty programme, which involved implementing a more customised system to better serve the airline’s requirements. Adel also discussed the potential role of blockchain technology in enhancing security and decentralisation within Emirates’ payment gateways. However, he noted that there are still significant governance and trust-related challenges that need to be addressed before the company can fully embrace blockchain-based solutions.

Looking to the future of travel technology, Adel believes that the relationship between businesses and customers will become increasingly direct, driven by the growing use of mobile applications. He emphasised the importance of flexibility, user-friendliness, and seamless functionality on these mobile platforms as travellers seek more control and convenience over their booking and travel experiences. Adel explained that the goal is to provide customers with a frictionless, intuitive experience when using Emirates’ digital tools and services. He stressed that applications must be designed to avoid interrupting the user journey, ensuring a smooth and uninterrupted booking process.

Throughout the conversation, Adel demonstrated a deep understanding of the aviation industry’s technological challenges and opportunities. His extensive experience in both operational and IT-related roles has given him a unique perspective on how Emirates can leverage technology to maintain its position as a global industry leader. The interview highlighted Emirates’ commitment to digital transformation, replacing legacy systems, embracing emerging technologies, and enhancing the customer experience through innovative digital solutions. Adel’s insights shed light on the complexities and strategic considerations in driving technological change within a large, established organisation like Emirates. As the airline industry evolves, Adel’s leadership and vision will be crucial in ensuring that Emirates remains at the forefront of travel technology, delivering seamless and personalised customer experiences while maintaining operational efficiency and competitiveness.