Dubai RTA and Keolis MHI Mark Five Years of Partnership in Metro and Tram Operations.
Dubai(Web Desk):: September 10, 2026: Dubai’s Roads and Transport Authority (RTA) and Keolis MHI have marked five years of strategic partnership, highlighting major achievements in the operation and maintenance of Dubai Metro and the operation of Dubai Tram.
The partnership began in September 2021 under a 15-year contract and has contributed to strengthening safety, reliability, operational efficiency and customer experience across Dubai’s public transport network.
Over the past five years, RTA and Keolis MHI have worked together to adopt advanced technologies, artificial intelligence, data analytics and international best practices, supporting Dubai’s vision of becoming a global leader in smart and sustainable mobility.
RTA Director General and Chairman of the Board of Executive Directors, His Excellency Mattar Al Tayer, said the partnership has established high standards of safety, reliability and customer service while improving the readiness of Dubai Metro and Dubai Tram to meet growing passenger demand.
A key achievement was the 100% score achieved by Dubai Metro and Dubai Tram in the 2025 International Customer Experience Standard (ICXS) assessment. Customer experience scores improved from 92.2% in 2023 to 96% in 2024 before reaching 100% in 2025.
The partnership has also supported the successful transportation arrangements for major events, including Expo 2020 Dubai, COP28, GITEX Global, New Year’s Eve celebrations and Dubai Run.
Innovation remains a major focus of the collaboration. RTA and Keolis MHI are developing initiatives involving artificial intelligence, smart technologies and data-driven solutions, including the Smart Station initiative, which provides an environment for testing advanced digital and future mobility solutions.
Operational reliability has also been strengthened through asset enhancement programmes. In July 2026, RTA completed upgrades to 262 Metro station escalators, representing 63% of all Metro station escalators, further improving safety, reliability and passenger comfort.
Keolis Group Chairman and CEO Frédéric Van Heems said the five-year partnership represents a strong example of successful collaboration in urban mobility, with both organisations sharing a commitment to reliable, innovative and sustainable transport services.
The partnership also extends to Emiratisation, talent development and community initiatives, including Ramadan programmes, blood donation campaigns, charitable activities and Iftar meal distribution at Metro stations.Looking ahead, RTA and Keolis MHI will continue to focus on artificial intelligence, digital transformation, sustainability, operational excellence, customer experience and the development of national talent.
The two organisations reaffirmed their commitment to advancing Dubai’s public transport system and strengthening the emirate’s position as a global leader in smart, sustainable and customer-centric urban mobility.-END-
