DUBAI: Dubai’s Roads and Transport Authority (RTA) and Keolis MHI have marked five years of partnership aimed at enhancing the performance, safety, reliability and customer experience of Dubai Metro and Dubai Tram.
The partnership began in September 2021, when Keolis MHI assumed responsibility for the operation and maintenance of Dubai Metro and the operation of Dubai Tram under a 15-year contract comprising nine base years and six renewable years.
Over the past five years, the collaboration has focused on improving operational performance, customer satisfaction, safety standards and service reliability while supporting Dubai’s vision of developing a smart, safe and sustainable public transport system.
The partnership has also contributed to the readiness of the Metro and Tram networks to handle growing passenger demand and major international and citywide events, including Expo 2020 Dubai, COP28, GITEX Global, New Year’s Eve celebrations and Dubai Run.
Highest standards of excellence
Mattar Al Tayer, Director General and Chairman of the Board of Executive Directors of RTA, said the partnership had established high standards of safety, reliability, operational excellence and customer service.
He said Dubai Metro and Dubai Tram achieved a perfect 100% score in the 2025 International Customer Experience Standard (ICXS) assessment, reflecting efforts to improve the daily travel experience for residents and visitors.
“Over the past five years, the strategic partnership between RTA and Keolis MHI has established exemplary standards of safety, reliability, operational excellence, and customer service,” Al Tayer said.
He added that RTA remained committed to strategic partnerships that enhance the efficiency and resilience of the public transport network while accelerating the adoption of innovation, artificial intelligence and advanced digital technologies.
Al Tayer said future efforts would focus on emerging technologies, digital transformation and innovative solutions to improve operational performance and meet the evolving expectations of passengers.
Customer experience improves
Customer experience has remained a key focus of the partnership, with initiatives aimed at improving convenience, comfort, accessibility and reliability for Metro and Tram users.
According to RTA, customer experience scores increased from 92.2% in 2023 to 96% in 2024 before reaching 100% in 2025.
Both organisations have also continued to focus on train availability, punctuality and service reliability to improve journey times and overall passenger experience.
Frédéric Van Heems, Chairman and Chief Executive Officer of the Keolis Group, described the partnership as an example of collaboration in urban mobility and sustainable transport development.
He said the past five years had been marked by close cooperation, shared ambitions and a commitment to delivering high-quality transport services.
Van Heems said the partnership had helped the organisations respond to changing customer expectations, improve operational efficiency and adopt digital technologies to enhance service delivery.
Safety and reliability
Safety and reliability remain central to operations across Dubai Metro and Dubai Tram, with Keolis MHI applying performance management, operational control, accreditation and continuous improvement frameworks.
The company has obtained several international certifications and recognitions, including ISO accreditations and a four-star certification from the European Foundation for Quality Management.
Keolis MHI has also worked with RTA on programmes aimed at improving the reliability of critical Metro infrastructure and enhancing passenger comfort.
In July 2026, RTA completed the upgrade of 262 escalators across Dubai Metro stations, representing 63% of all Metro station escalators.
The initiative was aimed at improving safety, reliability and convenience for passengers.
Focus on AI and digital transformation
RTA and Keolis MHI are also expanding the use of artificial intelligence, data analytics and smart technologies to optimise operations and improve service delivery.
The Smart Station initiative is among the key projects being developed as a live environment for testing AI applications, advanced digital technologies and future mobility solutions.
The organisations are also working to digitise operational processes, improve energy efficiency, optimise resources and reduce operating costs.
These efforts support RTA’s wider strategy of using data-driven decision-making and advanced technologies to improve network performance and develop a smarter and more sustainable transport system.
Emiratisation and community initiatives
The partnership also extends to workforce development, Emiratisation and community engagement.
Keolis MHI said it had met private-sector Emiratisation targets while increasing the representation of UAE nationals in leadership and specialised positions.
The company has also worked with RTA on social responsibility initiatives, including Ramadan programmes, blood donation campaigns and charitable activities.
In February 2026, Keolis MHI joined RTA and other strategic partners in distributing Iftar meals at Metro stations.
Looking ahead, RTA and Keolis MHI said they would continue focusing on operational excellence, artificial intelligence, digital transformation, customer experience, sustainability and the development of national talent.
The two organisations reaffirmed their commitment to using emerging technologies and innovative mobility solutions to support Dubai’s evolving transport needs and strengthen its position as a global hub for smart and sustainable urban mobility.
