Passenger commitments | Gatwick Airport

Our passenger commitments

Gatwick is taking responsibility for customer service at every stage of the airport journey

Planes at Gatwick

Our vision is to compete and grow to become London's airport of choice, and our values drive our behaviour. We will:

  • Deliver great service every day
  • Be better than the rest
  • Work together as one team

Everyone who works at the airport – airlines, handling agents and other service partners – has a role to play in getting you to and from your aircraft. We’re working hard, every day, with our staff, airlines and our partners to deliver the high standards of service that we know you expect. We call these our passenger commitments and we think it's quite simple:

We'll treat you as our guest

Tell us what you think and we’ll always listen

  • Share your views in an emailletter or ‘tweet’ at any time of day or night and we’ll always get back to you
  • We’ll listen to your suggestions and take action – we might even ask you to get involved in solving the problem

If you need extra support, we’ll be there to help

  • If you’ve got reduced mobility, let us know and no matter where you arrive – car parks, entrance buildings, forecourts or check-in – we’ll get help to you as quickly as we can
  • We’ll work with our airlines to get onto the plane to assist you as quickly as we can
  • We’ll keep in touch with you throughout your airport journey

We’ll give you the retail and catering brands you prefer

  • We’re constantly listening to your feedback through regular research to improve our retail offer
  • We want you to rate our shops and restaurants to help us to improve the service you receive

We hate queues

We’ll make it quicker for you to check-in

  • We’re investing in technology to help airlines speed up the check-in process
  • We’re supporting airlines that introduce onlineself-service or night-before check-in

We’ll make it quicker for you at security

  • We introduced new state-of-art security facilities in South Terminal
  • We’ve introduced assistance lanes for passengers with reduced mobility and families

We’ll make it quicker for you at passport control

  • We’re working with UKBA to deliver a secure but efficient passport control
  • We’re adding more desks in the new immigration hall in South Terminal 

We love to be on time

We’ll do our best to get you away on time

  • We’ve introduced Airport Collaborative Decision Making procedures to improve punctuality
  • We’re improving runway efficiency to help keep flights on time
  • We’re working with our airlines to monitor our performance and drive improvements

Download our passenger commitments