Airport ground operations are, by design, invisible. When they work, no one notices: the bags arrive, the gate is ready, the connection holds, the passenger needing special assistance is looked after. It is only when something goes wrong — a sudden airspace restriction, a weather event, a geopolitical shock — that the machinery beneath the passenger experience becomes visible. For Jubran AlBreiki, CEO of Velora (formerly Etihad Airport Services), that invisibility is precisely the measure of success.
The UAE’s aviation sector has navigated a run of external disruptions in recent years, and AlBreiki argues that resilience is not improvised in the moment of crisis but engineered into the operating model that precedes it — through operational flexibility, real-time coordination with airlines, authorities and airport stakeholders, and a strong, reassuring presence on the ground.
As passenger traffic across the country’s airports continues to climb and major expansion advances at Zayed International and Al Maktoum International airports, the providers that keep aircraft turning around have moved from supporting act to strategic infrastructure.
In this conversation, AlBreiki discusses how Velora is preparing for higher flight volumes without trading away safety, why he regards technology, automation and AI included, as an enabler of better service rather than an end in itself, how the company’s people remain its “real assets,” and how a new, fully automated East Midfield Cargo Terminal due in 2027 fits into Abu Dhabi’s ambitions as a global trade hub.
The UAE’s aviation sector has faced multiple external disruptions in recent years, from geopolitical tensions to airspace restrictions and weather-related events. What have those periods revealed about the resilience of airport ground operations?
During challenges, the UAE has always demonstrated its resilience, and this approach is reflected in airport ground operations, the backbone of the aviation sector.
Airport ground services play a critical role in day-to-day operations, supporting passengers across every stage of the journey, from check-in and boarding to arrivals, transfers and special assistance. This also includes close coordination with airlines and airport stakeholders to ensure a seamless journey and reduce any impact on the passenger experience.
This is no different at Velora; we take a proactive, operations-led approach to ensure resilience and consistency across all operational touchpoints in Abu Dhabi. Our focus has been on operational flexibility, close coordination with key stakeholders and authorities, and maintaining a strong on-ground presence to reassure and support travellers.
This hands-on approach, combined with ongoing coordination across the airport ecosystem, has enabled us to remain responsive, maintain operational resilience and ensure passengers feel supported throughout their journey, even in a dynamic operating environment.
Passenger traffic across UAE airports continues to grow rapidly. How is Velora preparing for higher flight volumes while maintaining operational efficiency and safety standards?
Our forward-thinking approach, strong operating model and strategy enable us to remain well prepared to handle high volumes of flights arriving in and departing from Abu Dhabi airports, at any time of day. Our approach is not only having a strong team of highly experienced professionals on the ground, committed to going the extra mile and making a positive difference, but also to continue to invest in our people, technology, equipment and processes to keep delivering world-class services at greater efficiency.
Close coordination with airlines, authorities and airport stakeholders is also fundamental, with these combined efforts providing aligned execution across all key touchpoints.
Ground operations often work behind the scenes, but they can make or break airport efficiency. Where are you investing most heavily today: automation, workforce training, AI, or logistics infrastructure?
Technology and innovation are at the heart of how we operate. In today’s fast-moving aviation environment, where pace, complexity and customer expectations continue to evolve, we see technology as a core enabler of efficiency, resilience and better service delivery.
Across our operations, we are investing in solutions that improve ground handling performance, strengthen decision-making and enhance the passenger and customer experience. This includes the use of automation and digital tools to increase efficiency, reduce manual processes and create greater visibility across critical operational touchpoints.
We are also integrating AI into our day-to-day operations to help us manage data more effectively, support decision-making and respond faster in a dynamic operating environment. This helps reduce errors, improve operational accuracy and strengthen overall performance.
For us, technology is not about adopting new tools for the sake of it. It is about applying the right solutions to support our people, improve performance and deliver a more reliable and frictionless experience for passengers and customers.
Investing in our workforce to give them the skills and knowledge to thrive is equally important. Our employees are the foundation of our performance, embodying discipline, empathy and commitment, while maintaining the highest standards of safety and service every day. By investing in people and regularly equipping them with the right capabilities, Velora is adopting a forward-thinking vision for long-term success.
More importantly, people are the real assets of Velora. Their expertise, resilience and efforts to go the extra mile help shape the experience that we deliver across airports and operations.
Cargo has become an increasingly important part of the UAE’s economic strategy as it positions itself as a global trade hub. How is Velora adapting to the growing demand for cargo handling and supply chain reliability?
Velora plays a key role in supporting national supply chains through the movement of cargo and logistics to ensure the supply and delivery of necessary goods. We have an integrated process to manage the constant high volumes of shipments, and we expertly manage and handle special shipments, including pharmaceuticals and perishables. We both meet and exceed the highest international standards.
For the future, plans are already underway to develop the East Midfield Cargo Terminal (EMCT) in 2027. It will mark a new era in how cargo operations are designed and carried out. This new cargo terminal is a commitment to modern designs with fully automated systems that will allow us to manage cargo end-to-end. It will also increase capacity and seamlessly integrate systems in support of the UAE’s wider trade and industrial goals.
The UAE’s aviation ecosystem relies on coordination between airlines, airports, regulators and service providers. What does effective collaboration look like during periods of disruption or peak demand?
Close coordination within the ecosystem is fundamental to maintaining operational resilience and reinforces the UAE’s position as a reliable global aviation hub.
At Velora, this is reflected through continuous, real-time coordination with aviation authorities, airport operators, airline partners and key stakeholders. This integrated approach enables aligned decision-making, optimised response times and consistent service delivery across all operational pillars.
Working within a highly coordinated ecosystem allows us to anticipate challenges, respond with agility and ensure that operations remain seamless, safe and efficient at all times.
With major expansion plans underway at airports across the UAE, including Zayed International Airport and Al Maktoum International Airport, how do you see the role of airport service providers evolving over the next decade?
Aviation service providers will continue to have a crucial role in the UAE’s aviation industry, especially as the country maintains its rapid growth. Responsibilities will be more than just providing operational ground support — they will extend to enhancing the passenger experience and driving innovation and efficiency across airports. Embracing technology will be even more important, supporting the delivery of high-performance operations.
At Velora, we are integrating technology as a core enabler to drive scalability, efficiency and future readiness across all verticals. Passenger numbers are also expected to increase, which means organisations have to adapt where necessary to meet this demand while delivering seamless experiences and high operational standards.