Tour operators slam Dubai airport 'funny laws'

Destination Management Companies (DMCs) in Dubai have spoken out against the latest ruling from Dubai Airport which states that they can no longer meet and greet their own clients at the airport, but must pay a fee to Marhaba - part of the Emirates Group - to carry out the service on their behalf.

The new ruling was introduced on 1 April, and DMCs say it is the latest regulation to be brought in to severely dent their already squeezed profit margins.

“There are some funny laws coming out right now – for example we cannot meet and greet our own customers at the airport,” said Ali Helmi, CEO, Net Tours. “We are forced and obliged to sign a contract with Marhaba. We have no choice but to pay the fees to them.”

The standard ‘meet and assist’ service provided by Marhaba costs AED 90 per person, while the premium or ‘diamond service’ costs AED 150 per person. Marhaba offers a discount for a group of over 10 people of AED 70 per person.

Franca Jatzlau, contracting executive, Orient Tours said of the new rule: “Costs are increasing in every aspect for us. It’s not a good thing. On the one hand Dubai wants to have a lot of tourists coming into their country; on the other hand they’re having these rules and regulations which are getting more and more from year to year. It’s not good for tourism.”

But as well as the increased cost, DMCs argued that the new ruling means DMS can't provide the service they have promised to their clients.

“From the service side, when we are not able to be there for our clients to provide them with the meet and assist it’s difficult. This is a challenge,” said Hakim Al Budoor, chairman, Net Tours. “This is very important for us because when I go overseas and make promises to the tour operators it has to be the same people who receive them at the airport with the same commitment.”

"There should not be any monopoly on this," added Helmi. "It should not be only Marhaba that can meet and assist on behalf of all the tour operators.”

One DMC, who did not wish to be named admitted that it had been a “privilege” to meet clients before immigration, but said the new law was “not helpful” to DMCs. “In most airports in the world you are not allowed to go inside, you can’t meet people before immigration, so at the end of the day it’s a privilege we had in Dubai. But why take it away I’m not so sure. I don’t think it’s helpful. I don’t see it as an advantage to kick us out.”

When contacted about the new rule, Marbaha explained that access for “tour operators and hotels had been removed so that the airport didn’t become too crowded.”