Press Release

• Gatwick improves its service to passengers with reduced mobility
• New audio-visual help point provides a more personal touch
• New security assistance lanes make it easier for passengers

On any given day, up to 1,700 passengers travelling through Gatwick Airport need extra help – passengers, for example, with visual or hearing impairments, wheelchair users and those with physical disabilities.

When Gatwick’s new management team arrived at the airport, the standard of service being provided to passengers with reduced mobility (PRM) was not up to scratch and complaint levels were high.  Fast-forward one year and passenger complaints have dropped by 80% and compliments have doubled.

A new service provider was brought on board, and with expert input from the Disabled Persons Transport Advisory Committee (DPTAC), our airlines and their handling agents, the independent Passenger Advisory Group and many more, the service is being transformed.

Today, passengers who need our support most can take advantage of security assistance lanes that make the queuing process easier and more enjoyable.  Specially trained staff and customised facilities, such as wider lanes and x-ray machines, provide a more tailored service for passengers.  These facilities are unique among the London airports and across the UK.

New service standards for passengers with reduced mobility have been set which far exceed those set by the EU.  Passengers can now expect support to be with them within ten minutes of arriving at the airport, and that we will keep in touch with them every 15 minutes throughout their journey through the airport.

A new help point has been introduced to bring a practical, and more personal touch. Built-in screens enable passengers to see the operator, which means those with hearing impairments have the opportunity to communicate using sign language.

And there is more to come. Gatwick has invested in five new ambilifts to transport passengers onto the aircraft, six mini-buses and 36 buggies to support passengers who request help with their journey through the airport.  These will come on stream from December 2010.

Commenting on the innovations and improved service, Scott Stanley, Gatwick Airport’s Chief Operating Officer said: “Delivering a great service every day to our passengers is a key focus for us at Gatwick. We have been taking the time to talk to passengers, listening to their feedback and responding with creative solutions. The improvements in our service to passengers with reduced mobility and the introduction of security assistance lanes are great examples of that.  We’ve still got a lot of work to do but we’re thinking differently and driving improvements for passengers with pace and conviction.”

Ann Bates from DPTAC, said ”The new team at Gatwick has brought a renewed focus to providing good service under the European Directive.  They have embraced many of the principles that will help passengers with disabilities have a very much improved experience and acknowledged that passengers with invisible disabilities are as disadvantaged as wheelchair users when navigating the airport environment.  A combination of new infrastructure and more robust staff training will benefit not only the experience of the passengers concerned, but also the smooth running of the airport by making sure that passengers with disabilities arrive in good time for boarding and are met quickly to avoid delaying plane departures.  Like all passengers, disabled people want to start and finish their aviation experience with as little stress as possible and Gatwick’s new innovations will greatly assist with this.”