- Emirates launches its premium retail store concept in Africa, signaling a new level of customer experience, with additional locations set to follow soon.
Nairobi, Kenya, 8 November 2024 – In an exciting development for air travel in Africa, Emirates, the world’s largest international airline, has unveiled its Emirates World store in Nairobi, Kenya. This notable launch highlights Emirates’ ongoing dedication to enhancing the customer experience, delivering world-class products and services tailored specifically for the African market. Significantly, this marks the debut of the airline’s innovative retail store concept in Africa, with plans for further expansions across the continent in the coming months.
Centrally situated in the state-of-the-art Cube on Riverside Drive, the Emirates World store is designed to provide customers with expert travel guidance. Visitors can receive personalized assistance from dedicated travel consultants or utilize self-service smart technologies, complemented by immersive displays that bring the airline’s unique offerings closer to travelers in Kenya.
The inaugural ceremony for the Emirates World store was presided over by Adil Al Ghaith, Senior Vice President Commercial Operations, Center. The event was graced by the presence of His Excellency, Dr. Salim Alnaqbi, UAE Ambassador to Kenya, along with a host of distinguished guests, trade partners, and media representatives, all celebrating this significant milestone.
Speaking on this noteworthy occasion, Adnan Kazim, Emirates’ Deputy President and Chief Commercial Officer expressed his enthusiasm, stating, “We are delighted to introduce our reimagined retail store concept to Africa for the very first time. This initiative enhances the customer experience in Kenya and will extend to more destinations across the continent shortly. The Emirates World store encapsulates our signature hospitality experience, featuring friendly, knowledgeable staff and engaging showcases that vividly bring our ‘Fly Better’ promise to life. We are eager to inspire our customers to explore the world with Emirates when they visit the store.”
Personalised and dedicated levels of service
The Emirates World store embodies the exceptional hospitality and personalized service that Emirates is renowned for, enriching the customer experience right from the moment they step inside. With an inviting atmosphere, the store spans over 330 m2 and features an open-plan layout that evokes the comfort of a lounge, filled with the airline’s signature light and airy color scheme.
Visitors can step into a full-size showcase of the iconic Emirates A380 Onboard Lounge experience or engage with cutting-edge smart technology, such as the innovative ‘selfie mirror,’ which captures images of travelers against breathtaking scenic backdrops.
For those seeking personalized assistance, six customer service counters are staffed with knowledgeable consultants ready to assist in planning travel itineraries, managing reservations and ticketing, and addressing any general inquiries, ensuring a smooth journey at every step of the process. Additionally, consultants provide valuable insights into Emirates Holidays, the airline’s tour operating division, which offers customized packages that unlock a wealth of unforgettable travel experiences. The introduction of kiosks allows travelers to enjoy a self-service touchpoint, reducing wait times and expediting service.
Reinforcing Emirates’ commitment to Kenya
As Emirates rapidly approaches a significant milestone—the 30th anniversary of its operations in Nairobi—it reflects on its rich history of service. Since launching its inaugural flight in October 1995, the airline has successfully transported over five million passengers to and from Kenya, operating double daily flights from Dubai.
In 2023, Emirates forged an interline partnership with Kenya Airways, enabling seamless connectivity to an additional 28 destinations across Africa via Nairobi. Popular routes facilitated by this partnership include Mombasa, Kigali, Bangui, Nampula, and Kilimanjaro, and over 12,000 travelers have benefited from this integration, experiencing frictionless travel throughout the region.
Beyond its operational presence, Emirates actively contributes to the local community by supporting three Kenyan humanitarian organizations focused on child welfare through the Emirates Airline Foundation. Notably, The Little Prince Nursery and Primary School provides holistic education and rehabilitation services for children, while the Foundation has supported its meal program since 2014. Furthermore, Alfajiri Street Kids offers a secure environment with various programs centered around art therapy for over 200 children, and the Foundation sponsors four-year scholarships for ten students at the Starehe Boys’ Centre, which supports underprivileged boys through comprehensive academic programs.
Adnan Kazim wikipedia
**Interview with Adnan Kazim, Deputy President and Chief Commercial Officer of Emirates**
**Interviewer:** Thank you for joining us today, Adnan. We’re excited to hear about the new Emirates World store that just opened in Nairobi. What motivated Emirates to launch this retail store concept in Africa?
**Adnan Kazim:** Thank you for having me. We’re thrilled about the launch as well! The motivation behind the Emirates World store in Africa stems from our commitment to enhancing the customer experience. We believe in bringing our world-class products and services closer to our customers, and this retail store represents a significant step in that direction. We want to offer travelers in Kenya a unique experience that showcases our passion for hospitality while providing expert travel guidance tailored to their needs.
**Interviewer:** Can you tell us about some features that set the Emirates World store apart from traditional travel agencies?
**Adnan Kazim:** Absolutely. The Emirates World store is designed with an open-plan layout that resembles a comfortable lounge, contributing to an inviting atmosphere. It spans over 330 square meters and features immersive displays, including a full-size showcase of the iconic Emirates A380 Onboard Lounge. We’ve also incorporated self-service smart technologies, such as a selfie mirror that allows travelers to capture moments against stunning backdrops. This blend of innovative technology with personalized service creates a unique customer experience.
**Interviewer:** How do you envision this store impacting travelers in the region?
**Adnan Kazim:** We believe this store will significantly enhance how travelers interact with Emirates. With dedicated travel consultants available to assist with itineraries, reservations, and inquiries, we aim to make planning travel easier and more enjoyable. Additionally, we provide insights into our Emirates Holidays offerings, which can help our customers create personalized travel experiences. Our goal is to inspire them to explore the world and feel a sense of connection to the Emirates brand.
**Interviewer:** It sounds like the Emirates World store is just the beginning. Are there any plans for further expansion across Africa?
**Adnan Kazim:** Yes, we have exciting plans ahead! The Nairobi store marks the debut of our retail concept in Africa, and we are already looking at additional locations in the coming months. Our vision is to bring this unique shopping experience to more destinations across the continent, ensuring that travelers everywhere can benefit from the Emirates hospitality that we’re known for.
**Interviewer:** Thank you, Adnan, for sharing your insights. We look forward to seeing how the Emirates World store will shape travel experiences in Africa!
**Adnan Kazim:** Thank you! We are excited to be part of this journey and can’t wait to welcome more customers to our stores in the future.
