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!