5* service at Gatwick? That would be my pleasure, madam.

So one of the things that comes up regularly at our Gatwick Passenger Panel meetings is the idea of great customer service.  We all know the kind of service that’s top drawer: John Lewis…  Harrods… amazing 5* hotels…  It’s something that so many of us appreciate – a door held open, help with a bag, a friendly smile or just a polite response to a quick question – it can make or break your experience of a brand or company.

Well Gatwick, always open to new ideas and ready to take on any suggestion have really taken this one to heart.  I’m not sure that people know this, but Gatwick already has a team of concierges.  They’re dotted around the check-in areas at the South Terminals and are ready and waiting to help customers, 7 days a week – whatever language they speak (they’re a multi-lingual bunch) – and are specifically charged with making every customer’s Gatwick experience a pleasant one.

And now, to make the concierge service even better, they’ve teamed up with The Goring, the beautiful family-run gem of a hotel in Belgravia, to really tweak the service and make sure it’s second to none.  The Goring’s team, led by Head Concierge John Andrews, will be coaching Gatwick’s entire concierge staff – that’s everyone from porters to passenger assistants in the art of providing top notch individual customer service

On a personal level, I’m delighted that Gatwick really take on board suggestions made by us during our panel meetings.  It’s just brilliant to think that stuff we sit round a table and chat about actually turns into real changes.  And with more and more people travelling through Gatwick, it’s really important that each passenger feels they’ve had a really great experience.  That includes us mums, who often need extra help with buggies, directions to nearby facilities, or even a helpful chap to hold a bag or two while we’re struggling with a toddler.

And it seems like their commitment to great service is really working. Gatwick have recently announced an increase of 20% in the amount of compliments they’re receiving from passengers, and a whopping 68% fewer complaints compared to December 2010.

And if I’ve played even a tiny part in that, it makes my job really worthwhile.  Well done, Gatwick!

6 Responses to “5* service at Gatwick? That would be my pleasure, madam.”

1. Monika aka mumonthebrink says:

   February 23, 2012 at 4:53 pm

   Well Luton definitely has a thing or two to learn from Gatwick. I had the most appalling experience from the Luton Airport special assistance team there last week. It was awful and I was made to feel the emotional pain of not being able to cope with the trip, not just the incredible physical pain I had. ( I have actually decided to not travel at Easter because of it and am dreading our return trip)
   • jenny says:

     February 24, 2012 at 6:17 pm

     That sounds awful! Have you complained? If not – do. Seriously.

     I’m a Serial Non Complainer – I justify it by saying “Oh, I’ll just vote with my feet”. Recently, I’ve embraced the art of the Polite Letter (e-mail) to Customer Service and it’s changed my entire opinion of complaining – or maybe I’m just turning into a Gumpy Old Cow!

     Either way – sit your bum down and write a nice, cathartic letter. Miles cheaper than therapy or a solicitor to defend you on a charge of sales-assistantcide.*

     *it’s a word ‘cos I says it is… ;P
     • English Mum says:

       February 26, 2012 at 5:13 pm

       Oh no! Jenny’s right, Monika, the only way they can improve their service is with feedback about service that’s completely unacceptable. You poor thing x
2. D.D. says:

   February 24, 2012 at 6:27 pm

   What passengers need as much as anything else is regular and accurate advice when there are delays and problems. When I next use Gatwick can I get better service by saying that I know English Mum D.D.
   • English Mum says:

     February 26, 2012 at 5:14 pm

     Absolutely right. And this is one of the things that come up a lot. People don’t mind dealing with unavoidable delays or whatever as long as they’re kept informed about what’s going on.

     And no. Probably not
3. Peter Sommer says:

   February 28, 2012 at 8:57 am

   Wow. I had no idea there were concierges at Gatwick. What a great idea. When I first read the title of your post I thought it was going to be a joke or rant against poor service. Delighted to see such a positive piece and great action from Gatwick. Promising progress!