Keolis MHI, a global leader in shared mobility and public transport, is marking five years of its successful partnership with Dubai’s Roads and Transport Authority (RTA), a collaboration that began in September 2021 when the French company 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 partnership has evolved into a benchmark model of public-private sector collaboration in urban mobility, contributing significantly to the enhancement of operational performance, customer satisfaction, safety standards, and service reliability. 

Together, RTA and Keolis MHI have harnessed innovation, advanced technologies, and international best practices to support Dubai’s vision of developing one of the world’s smartest, safest, and most sustainable public transport systems.

According to RTA, the partnership has played a pivotal role in ensuring the readiness and resilience of Dubai Metro and Dubai Tram, enabling both networks to accommodate growing passenger demand and support the successful delivery of major international events, including Expo 2020 Dubai, COP28, GITEX Global, New Year’s Eve celebrations, Dubai Run, and numerous other citywide events and occasions.

Mattar Al Tayer, Director General, Chairman of the Board of RTA Executive Directors, pointed out that Dubai Metro and Dubai Tram’s achievement of a perfect 100% score in the 2025 International Customer Experience Standard (ICXS) assessment reflects RTA’s unwavering commitment to delivering exceptional services and enhancing the daily travel experience for residents and visitors alike.

"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," stated Al Tayer. 

"Together, we have strengthened the readiness of Dubai Metro and Dubai Tram to support the continuous growth in ridership and respond efficiently to increased demand during major events and peak periods," he stated.

“The partnership has made a tangible contribution to enhancing service quality, elevating customer satisfaction, and advancing Dubai’s ambition to build a world-class smart and sustainable mobility ecosystem. RTA remains committed to developing effective 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,” noted Al Tayer.

"As we look to the future, we seek to build on these achievements by harnessing emerging technologies, expanding digital transformation initiatives, and introducing innovative solutions that further improve operational performance, enhance service standards, and meet the evolving expectations of Dubai’s residents and visitors," he added.

Frédéric Van Heems, Chairman and CEO of the Keolis Group, dubbed the RTA partnership as a distinguished example of successful collaboration in urban mobility and sustainable transport development.

"The past five years have been marked by close cooperation, shared ambitions, and a collective commitment to delivering world-class transport services," he noted.

Van Heems said the partnership has enabled both organisations to continuously adapt to evolving customer expectations, improve operational efficiency, and embrace innovative digital technologies that enhance service delivery and system performance.

"Our teams have played an important role in ensuring the continued reliability and availability of Dubai’s rail network during major events and periods of high demand, while supporting RTA’s digital transformation agenda and long-term mobility vision," stated the top official.

"We are proud of what has been achieved through this partnership and look forward to continuing our collaboration with RTA to develop innovative, intelligent, and sustainable transport solutions that contribute to Dubai’s continued growth and global leadership in urban mobility," he added.-TradeArabia News Service