Hospitality News
Emirates, IKEA, Lulu Hypermarket Rank Among Top 5 UAE Brands for Exceptional CX in KPMG 2022 CEE Report
The UAE’s top brands accelerated their digital transformation to improve engagement with customers during and after the pandemic, with Emirates, IKEA and Lulu Hypermarket overtaking a majority of retail brands with stellar customer experience. This is according to KPMG’s 2022 Customer Experience Excellence (CEE) report, which captured the views of more than 89,000 customers on their experiences with brands across the UAE.
Emirates has retained the top spot for upholding its legacy of outstanding service and customer engagement. Leading in all six CEE pillars, Emirates demonstrated a well-executed end-to-end CX. IKEA earned a CX top ranking for its wide range of product categories available at a one stop-shop, as well as its home delivery service featuring real time updates on the status and progress of orders.
Meanwhile, many companies steadily improved their CX rankings since 2017 as a result of accessibility of stores, high-quality of customer service and loyalty apps. Services such as digital solutions and immersive guest experiences, including upgrading their visual communications platforms to enhance scheduling flexibility and adding professional video syncing capabilities, earned companies a top spot with consumers.
Goncalo Traquina, Partner in Management Consulting and Head of the Customer Advisory at KPMG Lower Gulf said: “The findings from the latest edition of the KPMG CEE report show that customers value brands that offer an interconnected experience across multiple channels. Many are leveraging AI-driven tools like predictive analytics to deliver a hyper-personalized experience that resolve issues before customers are even aware that they exist. From customizing website-based customer activity to intelligently recommending products, reaching out to customers with individualized offers and rewards at the right moment, UAE brands are going the extra mile to capture consumers. As they navigate the road ahead, they will need to remain agile as consumers seek out a blend of online and offline retail experiences.”
Despite the convenience of online shopping, the report shows that customers are returning to physical stores now that restrictions have been eased post pandemic. As a result of this, brands will need to focus on using advanced predictive and prescriptive technologies to mitigate customer problems before they occur. The report showed that many UAE brands are using modern tools and technologies to analyze data, mine insight, and optimize CX metrics to drive increased business value. They are moving from simply measuring customer satisfaction to complex multilevel measurement frameworks that span end-to-end journeys and drive decision making.
The KPMG CEE report also pointed to a heightened focus on ESG, with a majority of customers expressing desire to make more sustainable or ethical purchases in the next six months. This matches the findings of the KPMG 2022 CEO Outlook, where 74% of CEOs expressed that ESG and digital investment were inextricably linked, with 62% planning to invest at least 6% of revenues in programs that would help their organizations be more sustainable.
Hospitality
AT.MOSPHERE AT BURJ KHALIFA: FOUR MOMENTS, ABOVE THE ORDINARY

At At.mosphere, guests are welcomed to one of the city’s most coveted tables. High within the Burj Khalifa, dining takes on a rare stillness, with Dubai unfolding far below and the horizon dissolving into sky, creating a sense of scale that feels almost otherworldly.
At AED 155, the day moves through four distinct moments from morning to evening. No matter the hour, there’s a moment that fits.
Sunrise in the Sky – Breakfast
A slow start above the city with two organic eggs your style or fluffy pancakes with raspberry jam and vanilla Chantilly, alongside coffee as Dubai wakes beneath you.
Time: 8:00 am to 11:30 am
Business Lunch
A midday selection featuring roasted sea bream with black Venere rice or slow-cooked beef cheek with potato purée, finishing on something light.
Time: 12:30 pm to 3:00 pm
Afternoon Tea
Delicate sandwiches, warm English scones with jam and artisanal cream, and classic pastries served as the light shifts across the skyline.
Time: 2:30 pm to 3:00 pm
Golden Hour – Cocktails and Bites
Golden hour takes over with signature cocktails, curated bites, and a skyline that naturally draws you in.
Time: 5:00 pm to 8:00 pm
Hospitality
BAVARIAN-ARAB SOCIETY OPENS OFFICE AT MUNICH AIRPORT
With the opening of its office at Munich Airport, the Bavarian-Arab Society is creating a one-of-a-kind contact point for Arab travelers right at the airport. The initiative aims to build a lasting bridge between Bavaria and the Arab world, as well as enhance the passenger experience for guests from this region by making it more personalized, comfortable, and culturally sensitive.
The society sees itself as a point of contact and an active mediator among passengers, airlines, the airport operator, the region, and business and tourism partners. Its approach is holistically aligned with the entire travel chain – from the moment passengers arrive at the airport through their stay in Munich and Bavaria.
Its services include, among other things, personal assistance for Arab guests at the airport, the promotion of cultural understanding, and the development of tailored service offerings such as “Meet & Assist.” The Bavarian-Arab Society works closely with Arab airline representatives and consulates to identify their needs and wishes, translating them into concrete improvements or further optimizing existing offerings.
The close connection between the society and Munich Airport, as well as the strategic importance of the Arab market, is also evident in the leadership structure at the highest level. Dr. Jan-Henrik Andersson, Munich Airport’s Chief Commercial Officer and Chief Security Officer, is also the Bavarian-Arab Society’s president. Andersson and the society’s Vice President, Youssef El Aobaidi, will work together to ensure the continued success of the Bavarian-Arab Association.
Dr. Jan-Henrik Andersson said, “The opening of our new office sends a clear message: Arab guests are warmly welcomed at Munich Airport. This spirit of hospitality should be experienced throughout the entire customer journey, not just in isolated instances.”
The new office opened almost simultaneously with the recently inaugurated Terminal 1 Pier, which is specifically tailored to the needs of Arab travelers with high-quality retail and dining options – including halal-friendly choices and prayer rooms.
“The vision of the Bavarian-Arab Society is to create a vibrant platform for intercultural dialogue and economic exchange, and to strengthen Munich and Bavaria’s appeal as destinations for Arab travelers,” explains Metin Ülker, General Manager of the Bavarian-Arab Society.
With this opening, Munich Airport is signaling its commitment to internationalism, genuine hospitality, and its position as a cosmopolitan, service-oriented hub.
Hospitality
VAPIANO INTRODUCES BREAKFAST FOR THE FIRST TIME IN ITS HISTORY ACROSS UAE OUTLETS
Vapiano is set to introduce breakfast for the first time in its history across its UAE outlets, marking an exciting new chapter for the international dining brand. The new Vapiano Breakfast Menu has been created to bring a fresh, social, and relaxed international lifestyle experience to the morning dining scene, offering guests a new way to begin their day with freshly prepared dishes, premium ingredients, and world-class Illy coffee.
Owned and operated in the UAE by Al Ahlia Group, Al Ahlia General Trading Company PVT LTD, which was conceived and established in 1979 by a group of prominent UAE Nationals, Vapiano continues to strengthen its presence in the country’s evolving food and beverage landscape.
Known for its fresh ingredients, casual dining atmosphere, and made-to-order culinary experience, Vapiano is now extending its offering into breakfast with a menu designed to appeal to today’s evolving dining preferences. The new breakfast selection has been created to bring together comfort, freshness, convenience, and flavour, giving guests the opportunity to enjoy a relaxed breakfast experience whether they are starting their workday, meeting friends, taking a slow morning break, or enjoying a weekend gathering.
The launch is especially significant as it represents the first Vapiano Breakfast Menu to be introduced anywhere in the world, with the UAE selected as the pioneering market for this new chapter in the brand’s journey. This global first reflects the UAE’s dynamic dining culture, its appetite for fresh culinary experiences, and its position as a leading market for innovation in the food and beverage sector.
The new breakfast menu features a wide variety of dishes created for different tastes and morning moods. Guests can enjoy wholesome bowls, warm croissant-based favourites, egg dishes, sourdough options, fresh juices, smoothies, coffee, and tea.
The menu also includes comforting favourites such as Classic Omelette and Shakshuka, served on Vapiano’s baked sourdough pizza base. For guests looking for lighter and refreshing options, the menu offers the House Granola Acai Bowl, Mango Chia Pot, and Feel-Good Bowl, alongside freshly squeezed juices and a selection of coffee and tea options.
With the introduction of breakfast, Vapiano aims to become a new morning destination for guests seeking quality, freshness, and a warm social setting. The menu has been designed not only as a food offering, but as a complete morning experience – one that encourages guests to gather, connect, share, and enjoy a different side of Vapiano.
“Breakfast is one of the most important moments of the day, and we are excited to bring the Vapiano experience into this occasion for the very first time,” said Ilenia Alba, Head of Operation. “Launching the first Vapiano Breakfast Menu worldwide in the UAE is a proud milestone for us. This market has always embraced fresh ideas and new dining experiences, making it the perfect place to introduce our breakfast concept. We look forward to welcoming guests to enjoy good mornings, fresh flavours, and memorable moments at Vapiano.”
The introduction of Vapiano Breakfast also responds to a growing demand for morning dining experiences that are casual, social, and high quality. With more guests looking for places that offer both convenience and atmosphere, Vapiano’s breakfast menu creates a new opportunity for people to enjoy the brand earlier in the day.
The Vapiano Breakfast Menu will be available from May 20 across Vapiano UAE outlets at Abu Dhabi Mall, Marina Mall Abu Dhabi, Yas Mall, Bawadi Mall Al Ain, Palm Jumeirah Mall, City Centre Al Zahia, City Centre Deira, and Al Jimi Mall.
For more information, guests can follow @VapianoUAE on social media.
About Vapiano
Vapiano is an international restaurant brand known for its relaxed atmosphere, fresh ingredients, and made-to-order dining experience. With a menu inspired by Italian flavours and a casual social setting, Vapiano brings people together over fresh food, warm hospitality, and memorable dining moments.
In the UAE, Vapiano is owned and operated by Al Ahlia Group, Al Ahlia General Trading Company PVT LTD, which was conceived and established in 1979 by a group of prominent UAE Nationals.
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