Gatwick gets fewer complaints and more compliments
Gatwick Airport claims customer complaints have fallen 15% since the launch of a new staff training programme.
CEO Stewart Wingate said passenger compliments were up by 94% compared with the previous year.
Half of the airport’s 1,500 front-line staff have achieved City & Guild Level 2 Award in ‘Delivering Excellent Customer Service’ and the remaining 750 will complete their training by October.
"Our priority under new ownership is to deliver the best end-to-end passenger experience through the airport and make Gatwick London’s airport of choice," said Wingate.
"Passengers will judge their experience of Gatwick not just on the quality of the airport facilities but also on the friendliness and helpfulness of our staff. That is why we are investing in the training and development of our people at the same time as we invest to improve the physical environment of the airport."
The training forms part of Tourism South East’s ‘Welcome Host Gold Programme’, launched to improve the levels of customer services across the South East and funded by the South East England Development Agency (SEEDA).
By Linsey McNeill
Linsey McNeill
Editor Linsey McNeill has been writing about travel for more than three decades. Bylines include The Times, Telegraph, Observer, Guardian and Which? plus the South China Morning Post. She also shares insider tips on thetraveljournalist.co.uk
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