The Dnata Success Story - Where Next?

As president of dnata and Emirates Group services, Gary Chapman oversees a multi-billion dollar brief including everything from aviation ground handling and travel agencies to international cargo and airline catering – he speaks to Dean Carroll about where it all began and where the company is going next

- Dean Carroll

You joined the Emirates Group back in 1989 when it was a small company comparatively speaking with the corporate giant we see today. What was it like back in those days?

“I had no aviation background whatsoever. There was no induction, it was just a case of soak it up and find your way. But I think that helped me do a better job, as I was more inquisitive. We only had three aircraft back then. It was a different world altogether.”

dnata operates in 75 countries with more than 30,000 employees. It must be difficult to keep abreast of everything that is happening within the organisation across the globe when the scale is on that level. Do you focus only on the macro level or do you get your hands dirty at the granular level too with a back-to the-floor approach?

“Well, you have to be strategic but you also need to get close to the coalface and roll your sleeves up – although you have to be selective as to where and when you do that. I have built up a great team aligned to our company goals. But at the same time I have been out there on the ramp because you have to demonstrate a human presence as a leader. I get a kick out of that actually.”

You are a qualified accountant. Did you ever think you would end up in such a 360-degree management position at a multinational company back when you were doing your accountancy exams?

“I never thought I would leave New Zealand, as I didn’t go to university and started working at 16. But then I went to night school and was a qualified accountant by the age of 21, which is pretty rare.