GDRFA Dubai Launches New Call Centre Service


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In a proactive move to cater to the needs of the younger generation, the General Directorate of Residency and Foreign Affairs GDRFA Dubai has introduced an innovative call centre service designed exclusively for children. The initiative by GDRFA Dubai was officially announced by Lieutenant General Mohammed Ahmed Al Marri, the Director-General of GDRFA Dubai, during a recent media interaction at the GDRFA Dubai’s Innovation Centre, home to its 24/7 Amer call centre.


GDRFA Dubai: New Call Centre Service

The newly launched service serves as an extension of the existing children’s passport control counters at Dubai’s airport terminals, aiming to enrich the travel experience for young passengers. According to Lt Gen Al Marri, these counters have successfully raised awareness about GDRFA’s services, prompting the decision to establish a dedicated line for children within the call centre.

To ensure effective communication with their young audience, the call centre staff has undergone specialized training to handle children’s inquiries. Lt Col Salem Mohammed Ali Sultan Bin Ali, Director of the Customer Happiness Department, emphasized the unique nature of the service, which caters specifically to the needs and queries of children aged 7 to 12.

Children can reach the dedicated line by dialing the toll-free number 8005111 within the UAE or +97143139999 from outside the UAE. The child-friendly option is accessible by pressing number 3 for English and number 4 for Arabic. The GDRFA has taken a thoughtful approach by incorporating a welcoming message in a child’s voice to guide young callers.


The decision to launch this service by GDRFA Dubai was prompted by feedback received from users of the children’s passport counters, expressing the need for a direct line to address their queries. The children’s call centre has been on a trial run since November 2023, during which it received hundreds of calls covering a wide range of topics, from visa status inquiries to details about visiting Dubai.

Lt Col Bin Ali highlighted the evolving nature of today’s children, emphasizing their ideas and knowledge. He encouraged children to express their thoughts and suggestions, indicating a willingness to consider even the smallest ideas. The service aims to engage with children on a personal level, addressing their concerns and inquiries directly.


Young callers have utilized the service to seek information on various services, including details about their visa status, the summer offer allowing minors to accompany parents on free visas, paperwork required for unaccompanied travel, and procedures for Emirati children to renew passports. Lt Col Bin Ali emphasized that the service is designed for children to communicate independently, discouraging parents from calling on their behalf.

Additionally, GDRFA Dubai has introduced the “Call Back Assist” feature, allowing users to leave a request for a call back from a GDRFA agent if the customer care agents are busy. This feature enhances user experience and ensures that queries are addressed promptly.


Lt Gen Al Marri revealed a substantial increase in customer engagement, with over 1.6 million interactions in 2023 compared to 1.3 million in 2022. The surge in inquiries is attributed to Dubai’s population growth and heightened awareness of the Amer call centre services. The video call service, launched earlier, has gained popularity for addressing customer concerns remotely and reducing physical visits to Amer centres and GDRFA Dubai offices.

Operating 24/7, the call centre employs around 50 agents working in shifts, with 10 of them operating remotely. The video call service is available from 7:30 am to 6 pm, catering to transaction procedures in Arabic and English. The call centre handles queries in multiple languages, including Arabic, English, Urdu/Hindi, Tagalog, Farsi, Russian, and Malayalam.


In conclusion, the GDRFA Dubai’s launch of a dedicated call centre service for children marks a significant step towards ensuring the well-being and satisfaction of young travelers. By embracing technology and incorporating specialized training, the GDRFA is not only enhancing the travel experience for children but also fostering a sense of engagement and communication within the younger demographic. As the call centre continues to evolve and address the unique needs of its users, it stands as a testament to Dubai’s commitment to innovation and customer-centric services in the realm of immigration and residency affairs.

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