Latest news with #CairoAirport
Egypt Today
28-04-2025
- Politics
- Egypt Today
President Sisi, Burhan review Egypt's effective contribution to Sudan's post-war reconstruction efforts
CAIRO – 28 April 2025: Egypt's President Abdel Fattah El-Sisi received Lieutenant General Abdel Fattah Al Burhan, Chairman of the Sudanese Sovereignty Council, at Cairo Airport on Monday. The two leaders headed to Al-Ittihadiya Palace, where an official reception ceremony was held and the national anthems of both Egypt and Sudan were played. The official spokesperson for the Presidency stated that the two sides held a closed-door session, followed by an expanded session with the participation of delegations from both countries. Discussions focused on ways to enhance bilateral cooperation and Egypt's effective contribution to the reconstruction and rehabilitation efforts in Sudan following the war. This was in addition to continuing joint projects in a number of vital areas, such as electrical interconnection, railways, trade, cultural exchange, and science, as well as cooperation in the fields of health, agriculture, industry, mining, and other areas. This will achieve the desired goal of integration between the two countries and optimally exploit the enormous potential of the two countries and their peoples. Ambassador Mohamed El-Shenawy, Presidency official spokesperson, added that the consultations also addressed recent developments on the ground in Sudan and the progress made by the Sudanese Armed Forces in regaining control of the capital, Khartoum. Both sides agreed on the need to intensify efforts to provide the necessary support and assistance to Sudanese residing in war zones. The official spokesperson stated that the meeting also witnessed an exchange of views and perspectives on current regional situations, particularly in the Nile Basin and the Horn of Africa. The two countries' visions coincided, given the close connection between the national security of both Egypt and Sudan. It was agreed to continue coordination and joint action to preserve the water security of both countries, reject unilateral measures in the Blue Nile Basin, and implement international law to achieve the common benefit of all brothers in the Nile Basin.
Tahawul Tech
08-04-2025
- Business
- Tahawul Tech
Opinion: ‘Eight Touchpoints, Zero Resolution – The Cost of Disconnected Customer Journeys'
Iman Ghorayeb, is a seasoned communications professional, perhaps best-known around these parts in her previous role as the Director of Marketing and Communications at Avaya. With that in mind, Iman knows a thing or two about customer experiences, and in this compelling op-ed below, she documents her nightmare experience at Cairo Airport earlier this month. With years spent working in the Customer Experience (CX) industry, the complexity of delivering seamless service is well understood. Orchestrating emotionally resonant journeys—especially in high-pressure environments like air travel—requires robust systems, empowered employees, and well-designed processes. In recent years, brands have heavily promoted the idea of connecting Employee Experience (EX) with CX to create more consistent, human-centric service. It's a compelling narrative—and one that many companies are still far from realizing in practice. A recent personal travel disruption with a global airline made that gap painfully clear. Over the course of 24 hours, I encountered eight separate service touchpoints—from frontline staff and the contact center to the mobile app, live chat, and email support. On paper, all the right tools were there. But none of them worked together. Each interaction felt like starting over. There was no continuity, no escalation, and no resolution. The result wasn't just inconvenience—it was a real-world lesson in how even well-resourced brands can fail when orchestration is missing. The Frontline Disconnect: Limited Empathy, No Empowerment The journey began at the departure airport, where check-in was denied due to a situation that could have been resolved with minimal support. A frontline supervisor was approached for help, but quickly dismissed the issue. She explained she had: No access to internet-based tools. No way to call HQ or operations. No authority to override or adjust travel. Her demeanor was equally detached—perhaps due to working the first day of Eid while others were heading off to celebrate with family. That frustration came through clearly. Whatever the reason, the service response set the tone for everything that followed. What it revealed: When frontline employees are emotionally disconnected and operationally unsupported, the brand's promise is instantly compromised. Contact Center Fatigue: Multiple Interactions, Inconsistent Outcomes With no support on the ground, the only option was to escalate through the airline's contact center. This resulted in eight separate interactions: three phone calls and five live chats. The first two agents passed the issue on without engagement. The third call dropped mid-conversation. Each live chat restarted from zero—no shared history, no case reference. One agent finally attempted to help, but the issue remained unresolved. What it revealed: Without a unified customer profile or case tracking, every interaction becomes a new problem, regardless of how many times it's already been explained. Even as a CX practitioner, navigating this process was draining. For customers without the same level of knowledge or patience, it would be enough to walk away for good. Digital Frustrations: Disconnected Systems, Poor App Experience The airline's mobile app looked promising. Travel history and account details were accessible—but once support was needed, the gaps became clear. Live chats dropped with no option to resume. Conversations didn't carry over to new agents. A customer satisfaction survey appeared before the chat had ended. What it revealed: A digital interface doesn't equal a digital experience. Without continuity, even well-designed tools can become a source of friction. This is a classic case of digital investment without experience orchestration—where the tech is present, but not designed to support real service needs. Email Support: A Silent Channel In a final attempt, multiple emails were sent to the airline's customer service team. They were marked urgent, detailed the issue, and even warned of potential escalation. The only replies received were automated acknowledgments. No human response came within the 24-hour window. No action was taken to resolve the issue. What it revealed: A channel that isn't monitored or supported is worse than no channel at all. It creates false hope and deepens frustration. This was a reminder that offering multiple support channels is meaningless without proper orchestration, ownership, and follow-through. AI Is Not the Fix—Unless EX Is Part of the Strategy There's no doubt that AI is reshaping the customer experience landscape. It brings promise: faster resolutions, predictive support, personalization, and 24/7 service. But this experience underscored something important. What this journey revealed—through eight disconnected touchpoints—is that the real challenge lies not in customer-facing technology, but in how teams, systems, and decisions are connected behind the scenes—what the industry calls orchestration. AI can route tickets, generate replies, and even analyze tone. But it can't compensate for a frontline employee with no tools or authority, a contact center with no visibility into prior conversations, a digital platform with no continuity across sessions and a team culture that's reactive, not empowered. When EX is ignored, AI becomes just another disconnected layer. This wasn't just a travel disruption—it was a personal, frustrating experience that unfolded in real time. And as someone who helps brands design better customer experiences, it became a painfully clear reminder that even the best intentions—and the best tools—can fail without orchestration and empowered employees. The airline had the infrastructure: a mobile app, a contact center, live chat, email support. But none of it worked in sync. And none of it worked for me. From a professional standpoint, it became a real-time case study in how customer experience breaks not at a single point of contact—but across the invisible seams between them. What matters is not the number of channels a brand offers, but well those channels work together—and how well the people behind them are supported. Because sometimes, it only takes eight disconnected moments and zero resolution to turn even a loyal customer into someone who chooses not to return.
Zawya
07-04-2025
- Business
- Zawya
Cairo Airport hits record high with 102,108 passengers in one day
Cairo International Airport has set a new record for daily passenger traffic, welcoming 102,108 travelers in a single day—its highest since the airport's opening on 18 May 1963. The day also saw 682 flight movements, comprising 343 departures and 339 arrivals. The milestone reflects the airport's growing capacity to meet rising travel demand and underscores its operational efficiency as Egypt's primary gateway and a strategic regional hub. Minister of Civil Aviation Sameh El-Hefny hailed the achievement as a testament to the ministry's strategic plan, which focuses on modernizing airport infrastructure, expanding capacity, and enhancing service quality across Egypt's aviation sector. He noted that the plan aims to position Cairo International Airport as a leading air transport hub in both the Middle East and Africa. El-Hefny added that Egypt is entering a new phase of airport development, with greater involvement from the private sector, to keep pace with global aviation trends and meet projected increases in passenger traffic. The goal, he said, is to double Cairo Airport's annual capacity to 60 million passengers in line with Egypt Vision 2030. Ayman Fawzy Arab, Chairperson of the Egyptian Holding Company for Airports and Air Navigation (EHAAN), praised the airport's continuous improvement in handling growing air traffic. He emphasized the commitment to adopting advanced technologies and enhancing logistical services to provide a world-class travel experience for all passengers. Meanwhile, Cairo Airport Company Chairperson Magdy Ishaq confirmed that all airport facilities were operating at peak readiness to accommodate the surge in traffic and incoming tourism. Emergency plans, logistical services, and staffing protocols were fully activated across all terminals to ensure smooth operations and top-tier service delivery.
Daily News Egypt
05-04-2025
- Business
- Daily News Egypt
Cairo Airport hits record high with 102,108 passengers in one day
Cairo International Airport has set a new record for daily passenger traffic, welcoming 102,108 travelers in a single day—its highest since the airport's opening on 18 May 1963. The day also saw 682 flight movements, comprising 343 departures and 339 arrivals. The milestone reflects the airport's growing capacity to meet rising travel demand and underscores its operational efficiency as Egypt's primary gateway and a strategic regional hub. Minister of Civil Aviation Sameh El-Hefny hailed the achievement as a testament to the ministry's strategic plan, which focuses on modernizing airport infrastructure, expanding capacity, and enhancing service quality across Egypt's aviation sector. He noted that the plan aims to position Cairo International Airport as a leading air transport hub in both the Middle East and Africa. El-Hefny added that Egypt is entering a new phase of airport development, with greater involvement from the private sector, to keep pace with global aviation trends and meet projected increases in passenger traffic. The goal, he said, is to double Cairo Airport's annual capacity to 60 million passengers in line with Egypt Vision 2030. Ayman Fawzy Arab, Chairperson of the Egyptian Holding Company for Airports and Air Navigation (EHAAN), praised the airport's continuous improvement in handling growing air traffic. He emphasized the commitment to adopting advanced technologies and enhancing logistical services to provide a world-class travel experience for all passengers. Meanwhile, Cairo Airport Company Chairperson Magdy Ishaq confirmed that all airport facilities were operating at peak readiness to accommodate the surge in traffic and incoming tourism. Emergency plans, logistical services, and staffing protocols were fully activated across all terminals to ensure smooth operations and top-tier service delivery.
