Meet our managers - June 2012
We’re now 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.
During the year, we’ll be holding a series of these events in different locations across both terminals.
The second event was held this month in the South Terminal international arrivals hall. We spoke to over 150 passengers and received over 100 comments that evening. 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…..
Norbert family flying in from Tenerife said:
“Very long walk from the aircraft, more travelators or assistance needed. The facilities were much better as there was a lot of building work happening last time”.
Passenger Whatty flying in from Turkey said:
‘Every time I arrive at Gatwick it’s such a long way to the terminal’
Kamann family flying in from Berlin said:
‘Long walk from aircraft to baggage reclaim’.
We have a dedicated PRM service (passengers with restricted mobility) that will provide assistance throughout your journey at Gatwick.
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.
Lovejoy family flying in from Athens said:
“We had a long wait for our baggage. Escalators not working on route to immigration”
Blowers family flying in from Mahon said:
‘Baggage reclaim very slow but good service on way out’
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.
Passenger flying in from Dublin said:
‘Impressive toilets in arrivals’
Turner family flying in from Greece said:
‘The toilets in arrivals are lovely’.
Passenger Anna said:
‘Liked premium lane, nice shops and toilets in arrivals’
We have already begun 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.
We have also transformed the toilets in South Terminal arrivals to provide passengers with better facilities. It’s great to hear they are being appreciated.
Passenger Margaret Delima from Jersey said:
‘Lost bag, unclear where to go to find it’
Passenger Mitchell said:
‘Lost baggage, unclear where to go’
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.
Other comments included:
‘Great signage from train station to arrivals’
‘Security a lot quicker and scanning system for boarding passes is great’
‘Big changes at Gatwick in the last five years’
‘I’ve worked here for 6 years, Gatwick is looking great’
‘Great experience and painless’
‘Best airport in the world’
‘You’re doing a great job! Thanks a lot for your service’