Meet the Emirati Women Keeping Dubai Airport Running Under Pressure

When a passenger became seriously ill after experiencing severe turbulence during a flight, the medical dispatch team led by Shaikha Darwish Al Haddad immediately sprang into action to coordinate the necessary assistance. Airport teams, doctors and ambulance crews worked together to ensure the passenger received treatment after landing and was then safely transferred to hospital.

For Shaikha, who leads the airport medical dispatch section at the Dubai Corporation for Ambulance Services, the incident once again highlighted the importance and core purpose of her work.

“Every second counts in an airport environment, and my focus is on effective team coordination so we can provide the best possible support to those in need,” she said.

Her work is just one part of a broader effort to keep Dubai Airports operating. Elsewhere, senior terminal managers Ashjan Al Matrooshi and Zainab Yousuf help teams manage flight disruptions, support anxious passengers and make decisions under pressure.

In a report marking Emirati Women’s Day, the three Emirati women offer a view of leadership measured not merely by job titles, but by how teams respond when passengers need assistance, the speed of their response, the clarity of communication and the attention given to passengers’ concerns.

When an emergency call comes in

Shaikha’s role begins with a clear priority: getting help to where it is needed as quickly and safely as possible.

Achieving this depends on more than the rapid response of a single team. She works to maintain close coordination between medical response teams and airport partners, while ensuring clear procedures are in place so that accurate, informed decisions can be made during emergencies.

An incident involving a passenger who became unwell after severe turbulence remains a powerful example of the importance of such coordination. Her team brought together all the relevant departments to provide immediate medical care and transfer the passenger to hospital.

Working in emergency services has also shaped her approach to management and leadership.

“My career has taught me the importance of adaptability, continuous learning and remaining calm under pressure,” Shaikha said.

She has also learned to trust her judgement and lead with confidence—experiences she hopes will encourage more women to pursue careers in emergency services.

“The UAE’s support for women has given me the confidence to take on leadership responsibilities and serve my community,” she added.

For Ashjan Al Matrooshi, Senior Shift Manager in Terminal Services at Dubai Airports, one of the most challenging periods came when several flights were delayed simultaneously during peak travel.

Passengers were frustrated and teams were under intense pressure. Her priority was to remain visible and calm while coordinating closely with airlines, security personnel and service partners, and communicating with passengers clearly and empathetically.

“By remaining calm, accountable and consistently present, we were able to stabilise operations,” she said.

The experience reinforced an important lesson: particularly when plans change, people need a leader they can trust.

“Working in operations has taught me that leadership does not always mean being the loudest voice in the room,” Ashjan said. “Sometimes, leadership means paying attention to detail, remaining calm when challenges arise, supporting the team and finding solutions when things do not go according to plan.”

Her daily responsibilities range from terminal readiness and passenger flow management to service quality. Working with airlines, police, security personnel and other partners also means addressing emerging issues quickly without compromising safety or the passenger experience.

Over time, she has learned the importance of listening before taking action. According to Ashjan, understanding different perspectives helps build the trust that keeps teams focused during difficult situations.

For her, working as an Emirati woman in operations also means upholding the values she was raised with, including respect and a sense of responsibility towards her community and country.

She hopes her career will encourage other women to take on responsibilities that may initially seem outside their comfort zones.

Zainab Yousuf, another senior shift manager in Terminal Services at Dubai Airports, believes every interaction with passengers is an opportunity to represent Dubai.

“For many guests, the airport is their first introduction to the city, so every interaction helps shape the impression of Dubai they will take with them,” she said.

That responsibility becomes even more important during disruptions. Recalling an incident that affected large numbers of passengers, Zainab said her team divided responsibilities among its members and maintained a frontline presence. Information was also shared regularly across departments to ensure passengers received consistent, coordinated guidance.

Particular attention was given to families, elderly passengers and people of determination. In many cases, staff went beyond their usual duties, raised concerns at an early stage and helped identify practical solutions.

Zainab, a member of the Dubai Airports Women’s Network, believes this mindset begins with how employees are treated in the workplace.

“I believe people perform at their best when they feel trusted, supported and genuinely heard,” she said.

The same level of care matters in everyday interactions, from noticing a passenger who appears confused and offering assistance before they ask, to taking ownership of a problem rather than directing them elsewhere.

“What may be a routine operational task for us can be an unfamiliar, stressful or emotionally significant experience for a passenger arriving in Dubai or returning home,” Zainab said.

She hopes future leaders will demonstrate the same understanding and care, alongside the confidence to take on difficult responsibilities.

Zainab’s advice to Emirati women seeking to enter such fields is clear: “Confidence comes from stepping forward, not from waiting until everything feels completely perfect.”