Emirates Cabin Crew Service App

Empowering cabin crew with real-time service portal

PENSO delivered the strategy, UX, design and development for Emirate's airline cabin crew service portal.

The Business Problem
Service delivery by cabin crew is one of the most important parts of the Emirates airline product - it allows the airline to deliver a consistently excellent service experience.

One of the key tools for delivering high standards of service delivery is the Cabin Crew Portal. The existing app, however, had a number of limitations. It was difficult to access and there was no single source of consistent or easily accessible information for cabin crew.

PENSO's Solution

PENSO worked with Emirates to develop a new Emirates Cabin Crew Portal and Knowledge Base with a program of UX strategy and interface design. The process included qualitative and quantitative analysis of existing crew interactions, as well as hours of prototype testing and iterations, allowing us to develop an experience that would vastly improve efficiency for thousands of crew.

The new portal provides crew a one-stop destination for everything related to their role as a Emirates crew member, whether it be checking their roster, swapping their duties, looking up crew dietary requirements or engaging with other crew through a social platform.


  • App Development
  • Digital Design
  • Research & Insights
  • UX Strategy
  • Web Development

The Result

The new app was launched in late 2016 and is now used by 30,000+ Emirates staff across mobile, tablet and desktop devices. Cabin Crew are empowered with precise personal, roster, flight contextual and deep knowledge needed to deliver high quality customer service on one of the largest air-fleets on the globe.

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