4:23pm. Friday 29 June 2012
Post by: Stewart Wingate, CEO
The time it takes to walk between the aircraft and arrivals, delays at baggage reclaim and our beautiful toilets in the South Terminal are just three of the comments which we received from passengers following our recent Meet the Managers events.
At Gatwick we treat all our passengers as our guests, so it is important to us that we hear your views to help make improvements to our facilities and services. We launched Meet the Managers in March for our senior management staff to go out into the terminals to talk to passengers and listen to what they think.
We have had two events so far and have spoken to over 300 passengers and recorded over 200 comments about the service we provide and the ambience of the airport. I am delighted to report that most are very complimentary about the improvements at Gatwick and their experience as they travel through the airport.
There is always room for improvement so we have been particularly interested to know the frustrations our passengers experience when they are here and have the opportunity to address them. The top three issues seem to be:
The distance from the aircraft to the arrivals halls - we are a big airport serving 34 million passengers each year so we cover a big area. However, we have a dedicated service available to help you move around the airport if you find the distances too much to walk.
The wait for baggage - We’re working hard with all airlines and their handling agents to improve the arrival time of passenger’s baggage and each month we publish our baggage performance statistics in the baggage halls and on our website. This year we’re working towards delivering 98% of all baggage within 45 minutes of flights landing.
The process for finding lost luggage – We’re reviewing the signage in our baggage reclaim halls to ensure that we make it much clearer for passengers to know what to do and where to go when they have lost their bag.
Passengers also had some great things to say about us:
Loved the family and assistance lanes - We have a £1.2 billion investment programme to transform the airport for our airlines and passengers. This includes new security areas in both terminals with dedicated facilities for passengers who need a bit of extra help and a premium facility for those who are in more of a hurry.
Impressed with the South Terminal toilets - We have transformed the toilets in South Terminal arrivals to provide passengers with more space and better facilities. It’s great to hear they are being appreciated.
The helpful and friendly nature of our staff – It is rewarding to know that the dedication of our staff is recognised by our passengers. Everyone who works at Gatwick is always happy to go that extra mile to welcome our passengers and treat them as our guest.
The next Meet our Managers event is scheduled to take place on 7 September from 5-7pm in our South Terminal Departure lounge. If you’re travelling through Gatwick that day, we hope you can join us and look forward to hearing what you have to say about Gatwick. If you can’t be with us, send us your questions to firstname.lastname@example.org
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