Gatwick reports big drop in customer complaints
09.04.11
Gatwick Airport has said that its customer complaints have fallen 15% since the launch of a new staff training programme. Half of the airport's 1500 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.
CEO Stewart Wingate added that passenger compliments were also up, by 94% compared with the previous year. He said: ‘Our priority under our new ownership is to deliver the best end-to-end passenger experience through the airport and make Gatwick London's airport of choice. Passengers judge their experience 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.’
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