The General Directorate of Residency and Foreign Affairs (GDRFA) in Dubai has introduced a dedicated call centre service for children. This initiative, announced by Lieutenant General Mohammed Ahmed Al Marri, Director-General of GDRFA, aims to enhance the travel experience of young passengers and provide them with a direct channel to seek information about various services.
According to a Gulf News report, the new service, an extension of the children’s passport control counters at Dubai’s airport terminals, is designed to engage kids aged between seven to twelve, enabling them to understand the complete passenger journey through the airport. “We have observed an increasing number of calls from children seeking information about our services. It prompted us to launch a dedicated line for them through our Amer call centre,” Lt Gen Al Marri stated during the announcement at GDRFA’s Innovation Centre.
Children can reach the dedicated service by dialing the toll-free number 8005111 (within the UAE) or +97143139999 (from outside the UAE) and selecting the option designed for them. “Oh, dear children! this option is exclusively for you. If you have any enquiries, please press 3,” greets a child’s voice, ensuring a friendly and welcoming approach.
The initiative, according to Lieutenant Colonel Salem Mohammed Ali Sultan Bin Ali, director of the Customer Happiness Department at GDRFA, stemmed from feedback received at the children’s passport counters. The service, operational since November 2023, has already seen hundreds of calls, addressing inquiries ranging from visa status to details about visiting Dubai. “Today’s kids are more informed and creative. We value their insights and are open to their suggestions, no matter how small,” Lt Col Bin Ali emphasized.
Officials also urged parents to allow their children to use this service independently, ensuring that the line remains a direct communication channel between the GDRFA and the young generation. Lt Col Khalil Ibrahim Mohammed Abdul Rahim, head of Customer Wellbeing, highlighted, “Engaging children in the process not only educates them about travel procedures but also ensures their well-being, which is our priority.”
The GDRFA has also introduced the ‘Call Back Assist’ feature, allowing customers to request a call back if the agents are busy, ensuring efficient and customer-friendly service. The rise in calls and engagements, as revealed by Lt Gen Al Marri, underscores the growing awareness and need for such dedicated services.
The Amer call centre operates 24/7, offering services in multiple languages, with an impressive response time and minimal call waiting time, ensuring a smooth and efficient customer experience.