Meet our managers - December 2012
Meet our managers - December 2012
During the year, we’ve been offering our passengers the chance to meet our managers to feedback their thoughts and ideas and how we can make improvements to our facilities and services.
We’ve been holding a series of these events in different locations across both terminals.
The final event of 2012 was held in December in the North Terminal Departure lounge when we spoke to around 100 passengers and received over 80 comments that morning. Many of our passengers found their experience much improved from their last visit to Gatwick.
Here are some of the comments that our passengers made…..
Mr Vincent travelling to Barbados said:
“Pleasant security staff, very good experience so far”
Cath and Caitlyn travelling to Sydney said:
“Very quick route through check-in and security, improved since last visit”
Judith and Rosie travelling to Bridgetown said:
“Good pleasant staff, chatted to kids at security”
Gatwick replies:
We are working hard to make your journey through Gatwick even more efficient and enjoyable. One of our passenger commitments is to treat you as our guest and this means giving you great customer service. All of our security officers have completed a City & Guilds level 2 accredited certificates in customer service and we’ve noticed a steady increase in compliments about our security team over the past six months.
Annie flying to Spain said:
“Vastly improved – but PRM quite confusing, maybe the process could be explained before arriving”
Edward flying to Barbados said:
“Pager reliable, I was treated well by the PRM team”
Jacques travelling Murcia said:
“I travel six times a year, you’ve got an expert PRM team here who always provide excellent service”
Wendy travelling to Manchester said:
“Nice and clean PRM area in the departure lounge, which is close to everything”
Gatwick replies:
We have a dedicated PRM service (passengers with restricted mobility) that will provide assistance throughout your journey at Gatwick with lounge areas specially designed for our PRM passengers.
You can pre-book this service through your travel agent, tour operator or airline at the time of booking and no later than 48 hours before the date of departure.
Take a look at our website, www.gatwickairport.com/prm/ where we have recently produced a short video that explains how to make the most of our PRM service.
Mr Le Mee travelling from Tampa to the Channel Islands via Gatwick said:
"Why do we have to go through security again, this is difficult with bags and wheelchairs?”
Passenger flying from USA to Glasgow via Gatwick said:
“I don’t understand why I need to go through security again when I’m connecting to a UK flight to Glasgow”
Gatwick replies:
If you're connecting on to UK flights (including the Channel Islands and Ireland) you must go through Customs (for international passengers) and baggage reclaim, and then go to check-in and security for your onward flight.
All passengers entering the UK must clear Immigration at their first port of call into the UK.
Other comments included:
“Always good experience, always happy to come through Gatwick, I hate Heathrow and Paris”
“Passengers will food allergies could be provided with special meals (i.e.at Gordon Ramsay Plane food, Heathrow Terminal 5)) - perhaps Jamie’s Italian could provide these types of meals”
“More comfortable seats needed in departure lounge. Dirty toilets in departure lounge”
“Great improvement, restaurants better, much more organised and open spaces, easy quick check-in”
“Security staff grumpy and rude, no clear directions about how to queue”
“30 minute queue at easyJet bag drop”
