No check-in desks in as Silverjet unveils private Luton terminal
Check-in desks will be abolished in favour of ‘seat side check-in’ at a private terminal to be used by all business class carrier Silverjet at Luiton.
Unveiling details of the dedicated private terminal, the airline said passengers would drop their luggage with a concierge on arrival and sit in a lounge where check-in will take place for travellers who have not already checked in in advance via the internet or telephone.
The terminal will have its own security, customs and immigration for Silverjet flights operating between Luton Airport and New York Newark from January.
Two years of consumer research revealed that that aside from delays, passengers’ biggest gripe is the time taken to check-in, lengthy security checks, immigration and boarding experience, which frequently take over two hours, according to Silverjet.
As a result, the airline aims to reduce terminal time to half an hour for the 100 passengers per flight using the terminal, which will be modelled on a private jet facility.
The airline’s customer experience director Martyn Bridger said: “In my 25 years of premium airline experience, I now have the opportunity to address a key issue that frequently frustrates customers: the queues and often lengthy delays at check-in.”
CEO Lawrence Hunt added: “London Luton Airport is the only airport which recognises that customers want to be treated with respect and dignity, especially when they are buying a superior, premium service.
“We’ve created an integrated, seamless, truly fast track experience which is calming, relaxing and purges all the stress of boarding the aircraft. Airports like Heathrow and JFK in New York have become too big and too congested to cope with passenger volumes.”
Report by Phil Davies
Phil Davies
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