(Nairobi) – Emirates has opened its first retail store in Kenya, aiming to enhance customer service through advanced technology, travel advice, and immersive product displays. The store, located in Nairobi, offers a range of travel-related services, including personalized travel consultations, smart self-service options, and interactive experiences that showcase the airline’s products.
The new retail space is designed to improve Emirates’ customer service in Kenya by reducing delays through self-service touchpoints. The store’s features are expected to contribute to a smoother and more enjoyable experience for Kenyan travelers, reflecting Emirates’ commitment to hospitality.
This launch comes as Emirates approaches its 30th year of operations in Kenya, where the airline has served over five million passengers traveling between Kenya and Dubai. This store opening further strengthens Emirates’ presence in the region, allowing it to connect with customers on a more personal level.
Emirates’ Deputy President and Chief Commercial Officer, Adnan Kazim, commented on the Nairobi store opening, noting the importance of introducing this concept in Kenya as the airline continues expanding in Africa. “We are pleased to bring our reimagined retail store concept to Africa for the first time, elevating our customer experience in Kenya, and then in more destinations across the continent in the coming months,” he said.
The store, known as the Emirates World Store, aims to provide a unique Emirates experience for customers, from friendly, knowledgeable staff to interactive product showcases that bring the airline’s “Fly Better” brand promise to life. Kazim expressed the airline’s excitement in welcoming customers to explore new travel opportunities and experience Emirates’ world-class offerings.
Emirates’ expansion in Africa has been a priority in recent years, as evidenced by its 2023 partnership with Kenya Airways, allowing connections to an additional 28 locations across Africa, including Nairobi, Mombasa, Kigali, Bangui, Nampula, and Kilimanjaro.
| Key Facts | Details |
|---|---|
| Location | Nairobi, Kenya |
| Launch | First Emirates retail store in Africa |
| Key Features | Travel consultancy, self-service technologies, immersive displays |
| Regional Reach | 30 years in Kenya, 5M+ passengers served |
| Expanded Network | Partnership with Kenya Airways, 28 new African destinations |
The Nairobi store is the first of its kind on the continent, and Emirates plans to expand this innovative concept to other African cities in the near future.