Glasgow Airport’s customer charter takes off

29 March 2012

Glasgow Airport has officially launched its customer charter, which is designed to get its passengers’ journey off to a flying start.

The charter, which summarises the airport’s commitment to improving the service it provides to its customers, will be rolled out throughout 2012 and will contain a number of key commitments.

The commitments, which have been designed around the customer’s airport journey and include, being efficient, friendly, helpful and knowledgeable in a clean, litter free environment.

As part of the customer charter’s commitment to improving customer service at the airport, a new interactive customer feedback station has been installed in the security hall. The station, which will capture instant feedback from every customer travelling through security, will be the first of its kind for a UK airport.  

Amanda McMillan, managing director of Glasgow Airport, said: “Our customer charter clearly outlines our commitment to our customers and in making such a public commitment, we fully recognise we will be held to account at all times. We believe this approach will enable us to build upon current standards and ultimately lift Glasgow Airport to a new level in the eyes of our customers.”

In recognition of the airport’s customer charter, Douglas Alexander MP for Renfrewshire and Paisley was on-hand to help mark the occasion.

Speaking at the launch, Douglas Alexander MP said: “Many local people travel through or work at Glasgow Airport. I welcome any efforts to ensure that they have good experience when they use our local airport. I’m glad Amanda, as a local woman, is leading a team determined to deliver a high standard of service at Glasgow Airport.”

To ensure the charter meets the expectations and reflects the opinions of its employees, the airport held a series of employee focus groups, produced a customer training video and delivered over 40 customer training sessions to over 280 security and engineering staff.

In addition to BAA employees, the airport is also engaging with over 4,000 employees who are based at Glasgow Airport, to ensure they are fully committed to the charter.

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