
First it was Emaar’s unstoppable “invasion” into Saudi Arabia that made news, and now it’s Dnata, Dubai’s airport and travel services monopoly. Dnata have been operating their unique Dnata Travel Center (DTC) in Dubai for quite some time now, and has now been established in the Kingdom.
Hamel’s Business Concept Innovation framework is an excellent example of analyzing the Dnata Travel Center. The center houses cubicles where potential holiday seekers meet with travel advisors who tailor their entire holiday packages from start to finish. They arrange flights, transport, tours, meals and everything else a vacationer may need. The way they do it though is quite unique, allowing their clients to visualize their destinations thanks to the agents own extensive travel experience. They also have screening rooms where clients can sit on a comfy sofa and watch hours of destination video tapes free of charge to get the sights and sounds of their dream destination in their mind, a concept unique to the DTC. Thus, strategically speaking, the customer interface and product market scope elements of the framework are elegantly displayed.
Additionally, the screening rooms and holiday cubicles are strategic assets that fit well into the DTC’s core strategy, which is to provide vacationers complete holiday solutions and to make them feel that their vacations have already started at the DTC, an idea that is cleverly portrayed in their “Your vacation starts at the office” advertising campaigns. The core processes of the DTC are also important, in the way that they put their strategic assets to use by escorting their clients to virtual destinations either by using the advisors’ “blurbs” or by the extensive use of lush and relaxing viewing rooms. Finally, another part of their customer interface is a 24-hour toll free hotline that tends to new and existing client’s needs in a professional and efficient manner, an essential tool in the oh-so-essential aspect of after-sales service.
The DTC brings concepts to the Kingdom travel services that were never available before, and is an example of the far reaching and ground breaking concepts of the city of Dubai. Let’s just wait and see, it will only be a matter of time where another city, country or business will be Dubaitized and made both rich and famous.



