Commissioned by Gatwick Airport December 2012

The AirporT pAssenGer pAnel reporT

painting an honest picture of the passenger experience

ConTenTs

ForeWorD 01

inTroDUCTion 02

eXeCUTiVe sUMMArY 04

SECTION ONE: FoCUs on leisUre TrAVellers 06

SECTION TWO: FoCUs on BUsiness TrAVellers 08

SECTION THREE: FoCUs on FAMilies 10

SECTION FOUR: FoCUs on pAssenGers WiTh reDUCeD MoBiliTY 12

SECTION FIVE: FoCUs on shoppers 14

ConClUsion 16

ForeWorD

At Gatwick Airport, the world’s busiest single runway and best connected UK airport, we have been working hard over the last three years to significantly improve the airport experience for our passengers and airline partners.

Under new ownership, we are in the process of rolling out a £1.2bn investment programme that is not only transforming Gatwick structurally but also significantly improving the service we provide to passengers as we strive to be london’s airport of choice.

our position as an independent airport allows us to take an innovative approach to solving long-standing issues. We are 100% committed to making sure that from the moment passengers step though our doors to the moment they leave, their time is as enjoyable and as stress-free as possible.

With this in mind, in september 2011, we brought together a panel of independent experts to help shine a light on passenger travel

challenges. By seeking their opinion and advice, without influence from political or commercial agendas, we wanted to identify the real issues affecting passengers from across the UK and across all traveller groups. each panel member was carefully selected in an effort to ensure that the diverse challenges and needs of different traveller groups were well represented.

over the last 12 months, the panel has met regularly to discuss airport experiences and explore how different types of passengers really think, feel and act as they arrive, experience and leave an airport, both before and after their trip. This report summarises the outtakes from the discussions and their suggestions.

We hope their honest and unbiased picture of airport life, combined with informed recommendations, will help Gatwick - and other UK airports - to devise innovative, customer-orientated solutions.

Together we can build a better future for all travellers.

Stewart Wingate Ceo, Gatwick Airport

pAssenGers Are

The liFeBlooD

oF AnY AirporT.

looKinG AFTer

TheM is A 24/7 JoB.

01

inTroDUCTion

representing Families

BECKy WIGGINS

Becky Wiggins is a well known mummy blogger with in excess of 30,000 unique visitors per month on her blog ‘english Mum’. she’s married to a pilot and mum to two teenagers.

representing passengers with reduced Mobility

PHIlIPPA BROmlEy

philippa Bromley is head of independent living at the Disabled living Foundation. DlF is an independent charity specialising in education, information, and hands-on experience with relevant equipment and technology to provide practical daily living solutions for those with disability. philippa is an ergonomist who specialises in design usability and has a physiotherapy background; she is also a nationally-recognised manual handling expert.

representing shoppers

JASmINE BIRTlES

Jasmine Birtles is an internationally recognised finance expert. she is the founder of consumer website moneymagpie.com which focuses on making and saving money. she is a regular commentator on retail and shopping trends.

representing leisure Travellers

JOHN CARTER

John Carter was one of the founders and original reporters of the BBC’s holiday programme when it was launched in 1969 and later co-presented Thames Television’s Wish You Were here? since then he has made many contributions to BBC radio and national newspapers and is widely acknowledged as one of travel’s most experienced and respected commentators.

representing Business Travellers

mIKE TOyNBEE

Mike Toynbee is Managing editor at Buying Business Travel, the leading magazine aimed at corporate travel and meetings buyers, and arrangers, and is one of travel’s longest serving editors. he edited executive Travel magazine, which targeted frequent flyers, for 18 years, and is a former editor of Travel Trade Gazette.

The Airport Passenger Panel was formed in September 2011 and met regularly over the course of 12 months with the clear directive of looking at the current state of the UK airport passenger experience. They were tasked with identifying challenges and potential areas for improvement as well as recommending solutions to long-standing issues.

Each of its five core members were carefully selected in an effort to ensure that the diverse challenges and needs of different traveller groups were well represented:

mEET THE PANEl

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eXeCUTiVe sUMMArY

Intrinsically linked to holidays and reunions, tearful goodbyes and unwanted work trips, discussion around the airport experience is emotive by default. There is no denying that common pain points within every passenger journey include queues, delays and security processes but with health and safety being the number one watchwords of every airport these are unlikely to ever completely go away.

The goal of the Airport Passenger Panel was therefore to look at the bigger picture – to identify the smaller (and larger) touches that could help transform a trip, even in spite of unforeseen challenges.

Individual recommendations were varied and extensive but there were a number of recurring themes that emerged across all passenger segments:

The Airport passenger panel identified that airports across the UK could look to lift the overall airport ambience by injecting more ‘life and soul’. Airports should reflect the adrenalin, excitement and anticipation of the holidaying traveller, brighten the mood and inspire the businessman and shout a big British ‘welcome’ to everyone stepping off the plane.

“The story of brand Britain should be evident the minute you arrive. From the moment you step off the airplane, you should be greeted by images and an experience that lets you know you’ve landed on British soil.”

JOHN CARTER

“It would be nice to have a shop that sells English, Welsh, Scottish and Northern Irish stuff. Also, we’ve got so much British music – everything from Elgar and Vaughan Williams to the Beatles and the Proclaimers. I wondered if there was a place for music in certain places, very English, very British music, in various places at various times.”

JASmINE BIRTlES

The importance of effective – or ideally, exceptional – customer service at every stage of the airport journey was identified as a key distinguishing factor, whether that be a family seeking help with the buggies, a business person trying to navigate the fastest route or a shopper wanting to find the best deals. Making passengers feel like there is someone available and willing to help them at all times, makes all the difference to the travel experience, in times of calm as well as in times of chaos.

“When you go into a hotel, the receptionist that you meet is the first impression of that entire place. So it’s really important the reception people get at airports is good, timely, positive; that it’s not a struggle and that links are efficient and have been planned in advance.”

PHIlIPPA BROmlEy

“Airports are people processing factories – but how do you humanise that? A smile goes so far, it really helps. you get off a plane, you’re not feeling great, and there is somebody there who actually smiles at you and you feel they want to help – it makes a world of difference.”

mIKE TOyNBEE

“Airports could introduce floorwalkers – people who could approach a group and say: are you happy with where you’re going? Have you got it all sorted? I’ll tell you what; here’s your destination, and a print off. That’s what you need to do when you go through there, you can get to the train and the next one’s at 10:23.”

BECKy WIGGINS

These days airports serve multiple purposes for passengers – they are a transit space, a restaurant, a bar, a shopping mall – and expectations are rising with regard to both the quantity and quality of facilities. Airports can ease the tensions associated with travelling by providing good and accessible basic services that cater to the needs of all passenger types as well as enhance the experience via useful services or entertaining distractions. “If you land and you have to go to a business meeting or you just have to look decent – particularly if you are on the red eye and you are feeling like a dog’s dinner – it would be lovely to have a relaxed freshen-up area to go to; a sort of a day room that has a really good bathroom.”

JASmINE BIRTlES

“I wonder if airports could look to follow the example of places like Westfield – where you can get a blow dry, or a massage, you can get your nails done, and it’s not only part of the retail experience, it’s part of the experience of being there.”

BECKy WIGGINS

“There needs to be something that adds to the overall airport experience – not necessarily commercial, something that is a diversion but doesn’t involve shopping.”

JOHN CARTER

navigating the journey through an airport can sometimes be a feat in itself – from the concourse to check-in, from security to shops and services and then onto the gate. Airports need to ensure they not only have good signage but also regular touch points (online, digital and in person) where passengers can easily access guidance, information and advice. effective and consistent information flow – from start to finish – helps ease the stress of any journey.

“lack of information really hacks me off. you need to make airports accessible so people know where they’re going and what they need to do when they get there. much of this does come down to having actual human beings around. There is only so much you can do with signage, particularly for those who have a learning difficulty or indeed the elderly.”

PHIlIPPA BROmlEy

“How airports deal with adversity is important. When there are delays or cancellations or weather and all sorts of stuff happens to disrupt the flow, that’s when you have to play your trump card as an airport and deal with it all very efficiently. People need to be kept politely informed in a timely manner, the most frustrating thing is being left in the dark. If someone tells you a best estimate that a delay is going to be an hour and a half or two hours at least you can take the kids away and have a cup of coffee or find something else to do.”

JOHN CARTER

“I like the idea of being able to go on a website and to be able to download, not only a map of the airport, but instructions on how to get from A to B, that would be quite handy – a bit like a Google map for an airport. It could even have where to find the marks & Spencer, toilets, etc”

JASmINE BIRTlES

A GREAT BRITISH WElCOmE

TAIlOREd CUSTOmER SERVICE

THOUGHTFUl FACIlITIES & SERVICES

EFFECTIVE COmmUNICATION

04 05

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“When you boil it down, the airport really marks the start (or end) of a holiday so people just want to be kept moving through the process as quickly and as pleasantly as possible. They want to check in without stress (especially when travelling with children), to have somewhere comfortable to wait – especially in the event of departure delays – and plenty of alternatives for reasonably priced refreshment.”

JOHN CARTER

FOCUS ON lEISURE TRAVEllERS KEy RECOmmENdATIONS AIRPORT INSPIRATION

My motivation for being part of the panel was because it seemed to me that Gatwick, in welcoming an independent, long-term view of those who actually enjoy (or endure in some cases) the passenger experience, was seriously trying to address the issues that affect all modern airports. The tendency, as in other segments of any industry, is to spend time talking to each other rather than listening to what “outsiders” say. outsiders can be a nuisance, as they have no real knowledge of your problems, but they can bring a fresh perspective – which is what i hope we did.

My experience is, simply, that i have been around the travel and tourist industry a very long time and have seen airports develop to meet the vastly increased demands of the leisure traveller. i have seen the mistakes that have been made, and how some airports have learned from them – some, not all.

however, the needs and requirements of the leisure traveller are actually pretty straightforward. When you boil it down, the airport really marks the start (or end) of a holiday so people just want to be kept moving through the process as quickly and as pleasantly as possible. They want

to check in without stress (especially when travelling with children), to have somewhere comfortable to wait – especially in the event of departure delays – and plenty of alternatives for reasonably priced refreshment. if the airport can provide something to keep children occupied and amused, this takes the strain off parents and its worth in terms of goodwill is far more than its cost. it also goes without saying that clear signs and a helpful staff are essential.

The biggest challenges in meeting expectations lie in airport security and border control. Airport security needs to adopt a lighter touch and to be intelligence and profile led. Tarring it with a broad brush, border control seems to be constantly understaffed and subject to delay and is the cause of many a frustrating end to a holiday.

in all honesty, my favourite and least stressful airport is Cooktown in the north of Queensland, Australia. however, as this consists solely of a wooden building in the corner of a large field, with a single landing strip and a staff of two, it’s not quite a realistic example of what could happen here – but it does serve to make a point. That is – keep things simple.

All UK airports could learn a lot from orlando. it is overwhelmingly a tourist airport which has grown massively but kept on the path of providing for that core market. The layout is compact, it has plenty of restaurants, plenty of seats, a good range of shops and a welcoming atmosphere – that, basically, is all the leisure traveller needs.

people on hand to greet travellers – who can speak a variety of languages

information about the airport ahead of the trip highlighting relevant facilities and services e.g. assistance lanes so passengers can better plan to take advantage of what’s available

easy access to information to help speed you on your journey beyond the airport – how to get places, where to go, what to see

sufficient, comfortable seating for daily demand – and emergency seating that can be quickly brought into play in the event of delays

Child buggies – taken at the entrance to the plane on departure – should be returned as soon as family groups leave the aircraft on their arrival home. it is a simple process to make this happen

Border delay refunds: as passengers we pay the government the highest departures taxes in europe if not worldwide so we should experience efficient service. if a delay occurs that is beyond their own guidelines, we should be entitled to a refund of part, if not all, of our departure tax

“When YoU Boil iT DoWn, The AirporT reAllY

MArKs The sTArT (or enD) oF A holiDAY

so people JUsT WAnT To Be KepT MoVinG

ThroUGh The proCess As QUiCKlY AnD As

pleAsAnTlY As possiBle.”

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Orlando Airport

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“People travelling through an airport on business often have very different mindsets and needs than the average leisure traveller, but the overall experience for many is not that dissimilar. I welcomed the opportunity to help take a more tailored approach for each type of traveller so that everyone, in every airport, can benefit from the best possible experience.”

mIKE TOyNBEE

FOCUS ON BUSINESS TRAVEllERS KEy RECOmmENdATIONS AIRPORT INSPIRATION

Being part of the panel was an intriguing challenge and i hoped that i might be able to make a modest contribution on behalf of the business traveller community. i’ve edited business travel publications since 1979 and during that time both travellers and buyers have given me a valuable insight into their respective needs. i have also travelled extensively on business and therefore have first-hand experience.

The overriding consideration for business travellers is the ability to negotiate airports with the minimum of hassle and the maximum of ease. Travel is merely a means to an end – the ability to get to a destination to carry out one’s work. The process should be seamless, eliminating bottlenecks and other hold-ups. There should always be the opportunity to take advantage of fast-track facilities at check-in, security, immigration and boarding, and, in reverse, immigration and baggage retrieval.

For those business travellers that are required to spend time at an airport (e.g. extended check-in periods for long-haul flights or while in transit), there should be adequate facilities enabling travellers, irrespective of the class of travel, to work while on the move. That means the provision of good communications’ infrastructure and lounges, including pay-as-you-go facilities for those not travelling in first or business class.

Many airports have succeeded in streamlining these processes – some better than others. it is not simply a question of investment (vital though that is) but a thorough understanding of passengers’ needs. Airport managements have to use the facilities to fully appreciate exactly what a journey through their airport entails. everyone is familiar with the theory, but not everyone experiences the practical aspects and the things that can, and often do, go wrong. The ability to quickly resolve these problems when they occur, and to minimise their recurrence is critical. in the final analysis, assuming the infrastructure is right, it’s down to staff training.

Treating travellers as individuals rather than as units to be processed, and appreciating that the average business traveller would prefer not to be spending any more time than is absolutely necessary at an airport is essential. Anything that can be done to speed them on their way, whether on departure or arrival, has to be the main objective. restaurants and duty-–or tax-free shops are of little interest to the majority of business travellers, unless they have time on their hands. however, newspaper/magazine outlets, and pharmacies for last-minute purchases of forgotten items, are useful. Above all, it is important to ensure that the technology works and overmatter there are adequate back-ups so that when systems go down, it doesn’t result in chaos.

Changi Airport

Changi in singapore, hong Kong international, Munich, Dusseldorf, and Zurich are all airports that work well for business travellers for a variety of reasons, ranging from convenience, ease of navigation (good signage), short walking distances, efficient handling, good lounge facilities and meeting rooms.

ensure airport-wide wi-fi and laptop–tablet charging points throughout the terminal

Availability of pay-as-you go lounges for the increasing number of business travellers using budget carriers, and for those not in the fortunate position to be flying first or business class

Arrival lounges or shower changing facilities for those passengers who have flown overnight and need to freshen-up before setting off for their first meeting of the day, or heading straight to the office from the airport

priority parking in the car park closest to the terminal(s)

Availability of small, well-equipped meeting rooms

Airside transit hotels to enable travellers to get their head down for a few hours between flights

A retail outlet with business essentials, with the emphasis on mobile technology, but also stocking emergency items based on the things people most often forget, such as chargers

ensure access, especially by public transport, is as easy and as straightforward as possible. Add ‘business’ car parks and–or valet parking for those business travellers who would have difficulty in justifying the cost of a day’s parking in the short-term car park, but want something more convenient than the long-term or off-airport alternatives

“i WoUlD liKe To ThinK soMe oF The

iMproVeMenTs We see in AirporTs AroUnD

The UK in The FUTUre MiGhT JUsT hAVe

Been proMpTeD BY A ForWArD-looKinG

TeAM AT GATWiCK.”

08 09

Changi Airport Group

Changi Airport Group

Three

“Everyone in our house has always been mad on travelling and we love to explore new places together but getting there while keeping everyone calm and entertained hasn’t always been the easiest. Being offered the chance to actively contribute to making airports a more stress-free environment for us and other families feels like an exciting responsibility.”

BECKy WIGGINS

FOCUS ON FAmIlIES AIRPORT INSPIRATION

i have been writing about family travel on Englishmum.com and for other publications for over six years now. i also have two children of my own and have been travelling with them for over 17 years so have a ton of insights and experience to share.

Families have varied and complex requirements when travelling – from parents with babies needing changing facilities and bottle warming (plus help with buggies and other equipment), through to primary school aged children who generally need stimulation and entertainment, up to teenagers requiring technology and power points! Families also overlap into other passenger segments: disabled and elderly travellers particularly.

The biggest challenge for airports in catering effectively for families is the sheer variation of what is needed and expected. The trouble with most travelling parents is that, like the disabled traveller, they don’t want to ‘stand out’. often what is needed is a simply an extra pair of hands – and that’s difficult to provide 24/7 as it’s often a case of being in the right place at the right time.

services for families vary wildly from airport to airport. For example, at some airports, unless you pay you can’t be dropped anywhere near the airport at the start of your holiday which means walking often quite a way with buggies, children and luggage. The buggy issue always raises its ugly head. We’ve heard about how it’s a security issue, and how it differs by airline, but being reunited with buggies when you get off the plane and start the long walk and wait for your baggage are a must.

other UK airports are slowly getting there. i think the same applies worldwide. There are some good, some appalling.

Gatwick has really embraced the challenge of catering for the travelling family and actually i think now they’re the ones to watch! With play areas, special security entrances with family assistance lanes, etc, it’s now other airports, and indeed, industries that should be learning from Gatwick.

Orlando Airport

American airports generally look after families with a great deal of imagination – from nAsA and Disney-themed entertainment at orlando Airport to the amazing aviation-themed play area at McCarran, they have a holiday mentality that works well with this sector of traveller.

of course nothing can beat Changi for sheer size and variation: play areas, movie theatres and huge twisty slides!

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KEy RECOmmENdATIONS

More helping hands – for families it’s often just a case of having people placed around who can tell you where you need to go, or help you with baggage or–buggies

plenty of diversions: soft play areas, TV areas, charging points for Gameboys–laptops–ipads and anything that can help make the journey more of an adventure for kids

Clear sign-posting for the distracted travelling parent

reasonably priced, varied food options that are family-friendly

Buggies returned as soon as you walk off the aeroplane

Baby changing–milk warming–feeding stations – easily accessible and roomy

“The Whole AirporT pAssenGer pAnel

eXperienCe hAs proVeD ThAT sMAll

VoiCes (AnD sMAll ChAnGes) CAn MAKe

A MAssiVe DiFFerenCe.”

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“People who use airports come in all shapes, sizes, cultures, preferences, attitudes, expectations, physical capabilities and levels of understanding. I welcome this opportunity to share in Gatwick’s commitment to make users’ experience of the airport a comfortable one, especially if they have a disability or impairment.”

PHIlIPPA BROmlEy

FOCUS ON REdUCEd mOBIlITy AIRPORT INSPIRATION

The Airport passenger panel required someone to input on behalf of passengers with impairment and–or disability and sought help from the Disabled living Foundation (DlF) in london, an independent charity who are experts in dealing with this demographic nationwide. i have been head of independent living at DlF for over four years and as an ergonomist with a therapy and manual handling background, i have many years’ experience of designing and offering practical solutions to everyday human problems.

The primary difficulty of a project like this is to get the message across to everyone involved that “disabled” is noT just wheelchair users and that “disability” or “impairment” is noT always-or just physical. neither should we be “designing for disability” as though this were an exclusive section of society with equipment that no-one “able-bodied” may use, we should be looking to inclusive design so that a large percentage of the user population will find the design comfortable and easy to use, whatever their capabilities.

inclusive design presents a big challenge to environments like airports which not only have a very big and constantly fluctuating user population, but are also subject to other pressures like multiple air carriers (with different policies) and commercial interests. however, it breaks the inevitable “Catch 22”-in general, people with anything more than mild disability and impairment

do not travel extensively and the number of them travelling by air is very low. is this because the “disabled” facilities are so poor that they cannot manage, or are these facilities so poor because not many people use them?

Do you walk up steps when a ramp is available? i thought not, and it’s not because you have a disability-it’s just easier! ramps that are easier for wheelchairs are also easier for luggage, pushchairs, and everyone in general. A large toilet that is capable of accommodating a user and a carer will also accommodate a mother with children or a passenger with large luggage, and a facility with overhead hoist and shower can be used by anyone. A sensory room for passengers’ use would soothe and intrigue anyone, not just those with communication problems. every airport passenger would appreciate friendly efficient proactive customer service (see my “airport inspiration”) to empathise with their problems and assist with solving them, because for some people there are more problems than others. people who have these extra problems with physical, mental and comprehension ability often need help, but more often they need extra information, facilities and support so they can manage themselves and not feel different or dependent.

staff training should be replaced by staff education so these problems can be fully appreciated-often it’s a little imagination and understanding that makes the difference, not necessarily expert knowledge.

Calgary Airport’s White Hat Volunteers

To date, no airport has struck me as particularly well equipped for dealing with passengers with disability, but Calgary works a great customer service initiative that encompasses all of their passengers in an inclusive customer base.

Calgary has over 200 local ‘White hat Volunteers’ who greet, transfer passengers and roam the airport actively seeking people to assist and advise. it fulfils many purposes for the airport, travellers and the volunteers themselves and makes it one of the friendliest airports in the world.

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KEy RECOmmENdATIONS

information before, during and after the journey that makes no presumptions. The information systems for the olympics and paralympics were superlative before you even got anywhere near the events and of course the Games Makers were everywhere in distinctive branded uniforms providing positive proactive support and information

A named airport employee ( a helping hand) who engages with the passenger with disability, understands their needs and ensure their airport experience is problem-free (not just someone in a vest marked “prM” pushing a wheelchair with resignation)

More education for staff so they are better able to understand what “disability” and “impairment” actually entail for a person

A system that allows vehicles carrying people with restricted mobility and other designated problems right to the airport door

effective signage that is not just overhead. Many people can’t move their necks to look up and the signs need to be clear, informative and frequent. Colour coding is useful and in some cases can make a big difference to people with visual and comprehensive problems

Toilets spacious enough for a wheelchair user with complex problems, a carer and their luggage. At least one toilet needs to have an overhead hoist and to be able to be accessed from either side. obviously they will be labelled “accessible” rather than “disabled” as everyone can use them

Use of images in the airport that emphasise the inclusive nature of the passenger population

Courtesy of Calgary Airport Authority

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“iF GATWiCK GeT iT riGhT WiTh inClUsiVe

DesiGn AnD CoMMiTMenT To eDUCATion

TheY CoUlD BeCoMe A role MoDel For

oTher AirporTs onCe eVerYone hAs

noTiCeD hoW Well iT WorKs.”

FiVe

“For many, shopping can be one of the happier elements of the airport experience, whether they’re browsing for a beach read or getting a top label item at a discount. But there’s still a lot of confusion around what actually represents a good deal in these shops. I was very impressed by the fact that Gatwick was keen to listen to the views of specialists in order to make the airport more user-friendly. Their goal to become a ‘destination airport’ is a good one and I want to help with that.”

JASmINE BIRTlES

FOCUS ON SHOPPING AIRPORT INSPIRATION

i am a money and consumer expert with an in-depth knowledge of people’s shopping habits and how they can get good deals. i also fly a lot and so am keen for the whole experience of flying to be greatly improved – including helping demystify airport retail and making shopping simpler for passengers.

Generally, people want a pleasant experience at the airport and that includes being given the ability to pick up good bargains in the shops, eat well in the restaurants and, ideally, have access to nail bars, hairdressers and other personal grooming services.

Compared to airports across the globe, i think UK airports currently rate somewhere in the middle. Gatwick is much improved and is becoming a pleasant place to travel through with a widening range of shops and services. Terminal 5 is generally good, as is City Airport. other airports that i have been to in the UK are generally fair to middling!

The biggest challenge for people who shop at airports is that value for money is really important but there remains confusion about the airport savings that can be made. For example it needs to be made really clear what duty free means and who it applies to. shops need to call out how prices compare to the high street.

Additionally, there are now increasing restrictions on the amount of baggage travellers can take on a plane, particularly hand luggage, which means shoppers are either getting caught out at the gates or are having to limit their purchases full stop. The restrictions need to be made clearer to bargain-hunters – via printed, digital or verbal signage at strategic points – and if you’re going to tempt people with bargains you need to provide them with a way they can really benefit from them!

Good shopping at Barcelona Airport

Airports should be looking at the way top shopping centres (for example, Westfield) look after their customers.

They should also look at some of the best airports around the world to see what they offer. Dubai Airport, singapore Airport, Barcelona Airport are all great examples primarily because they have very good shopping but also other services. it would be great for more airports to have more facilities like swimming pools and fitness centres.

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KEy RECOmmENdATIONS

More high street fashion chains such as Karen Millen, Zara, Top shop and Warehouse. in many airports the focus is on high-end designers which isn’t what most passengers want or need

A nail bar (at least one in every departure lounge) for pre-holiday mani-pedis

More and better coffee bars and shops at the gates, not just in the main terminals. people often have to wait for quite a while at the gate and it would be good to be able to eat, drink and buy newspapers and–books at that point as well

higher quality and healthier restaurants and cafes (e.g. itsu, Jamie’s italian, organic, homemade food bars)

A place that offers an afternoon tea experience...all day! This should be complete with cake stands, pretty china and homemade scones etc

An integrated mobile–web solution that enables travellers to find their way through the terminal, shop before going to the airport, download discounts and offers and get information on flights through the phone

“The BiGGesT ChAllenGe For people Who

shop AT AirporTs is ThAT VAlUe For

MoneY is reAllY iMporTAnT BUT There

reMAins ConFUsion ABoUT The AirporT

sAVinGs ThAT CAn Be MADe.”

ConClUsion

Offering a better airport experience for all passengers starts with understanding what they really want and need and the aim of the Airport Passenger Panel has been to help uncover key insights for airports to apply to current and future planning.

everyone who works at every airport – airlines, handling agents and other service partners – plays a role in getting passengers to and from their aircraft and contributes to the first and last impression visitors (and Brits themselves) have of our country. The collective force has to work together to make sure that the impact is memorable (for all the right reasons) and lasting – from the initial greeting right through to the final farewell.

passengers want airports to be light, bright and appealing. They want them to be representative of Britain. excellent customer service and consistent communication are imperative to making impressions count. Technology can help streamline, speed up and modernise processes and experiences but having access to a friendly, knowledgeable face and an extra

pair of hands will always be most welcome. Tailoring services for each passenger segment and their respective needs improves overall flow while the emphasis for everyone remains on convenience – fast, easy, obvious access to everything – and consideration. it is often small touches that can make the biggest difference.

Airports were once an exciting window to the world. however, for many passengers it seems the shine has been taken off by the drudgery of process and panic at unexpected problems. however, with a little investment, a lot of commitment and a sprinkle of innovation, airports could look to transform the traveller experience and help put some of the fun back into flying.

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GATWiCK AirporT

WORKING TOGETHER TO PROVIdE THE BEST POSSIBlE ExPERIENCE TO PASSENGERS

Below are just some of the innovative changes that have already been made to the airport in recent months:

The airport provides award-winning 24/7 customer service support via Twitter, which includes the askgatwick campaign. if a passenger requires help then Gatwick will respond

Gatwick has Airport Concierges, information and passenger Assistants and porters on hand in both terminals to help guide passengers through the airport and answer queries. Gatwick’s concierge service is comprised of seven multi-linguists – fluent in ten languages including French, spanish, italian, portuguese, German, Greek, lithuanian, russian, Arabic, Mandarin Chinese, Cantonese and Finnish

The award-winning head Concierge from luxury london hotel, The Goring has trained Gatwick’s front-line staff on personal service that will delight the passenger

All 1,600 of Gatwick’s security staff have received a Tourism south east City and Guilds qualification in customer service

Gatwick has invested £45m in new state-of-the-art security facilities in south Terminal with the aim of getting every passenger through in under five minutes

security assistance lanes have been introduced for passengers who most need help – older people, those with disabilities or families with young children. Dedicated lanes enable people to move at their own pace and for staff to provide the extra support that helps make the journey that bit less stressful

new technology is being used to help improve services: norwegian Airlines now uses self service technology so passengers can check-in and tag their own luggage while Tesco has trialled the UK’s first interactive virtual grocery store at Gatwick

Gatwick Airport commissioned sir peter Blake to create a walk-through gallery of london-inspired artwork to offer a warm welcome to visitors, celebrate london’s cosmopolitan and multicultural spirit, and continue the legacy of ‘Brand Britain’

stylish and affordable restaurants and shops have opened at Gatwick to widen the choice for passengers such as Jamie’s italian and Union Jack’s (designed exclusively for the airport), Yo! sushi and a newly developed ‘walk-through’ World Duty Free including rare and vintage wine collections and brands like laura Mercier and Kiehls

Modern facilities and services are accessible to all including the no.1 Traveller lounge which has a business centre and spa at very affordable prices and Bloc hotel, the boutique budget hotel operator is due to open on-site in Autumn 2013

Gatwick has also started improving the airport from the bottom up with the transformation of the south Terminal international arrivals toilets. Following passenger feedback, the toilets are the quality you’d expect from a five star spa or hotel. each cubicle is able to comfortably accommodate luggage, there is a private washbasin in each and there are also showers and family rooms available

Gatwick Airport has invested around £2 million in new and improved services for passengers with reduced mobility (prM) including audio-visual information systems to help the deaf, hard of hearing and vision impaired passengers and inclusive, dedicated seating areas throughout the terminals

in particular, the paralympics has left a legacy with the introduction of a wheel chair tag system so that if a passenger requires their own wheelchair to be brought to the aircraft or to the Ambi-lift rather than the baggage hall it can be done so with speed and efficiency

Developments are already proving their value with Gatwick receiving an increase of 24% more compliments from passengers, and 27% fewer complaints compared to september 2011 and there are many more plans to improve the passenger experience already in progress.

Gatwick Airport has agreed the following passenger commitments with its airport partners and works hard every day to deliver them:

We’ll treat you as our guest

We hate queues

We love to be on time

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