London City Airport Consultative Committee

Passengers

About the Airport's passengers and the arrangements to ensure there is a high standard of customer service

 

 

 

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Passenger Profile
Passenger Services

Time is of the Essence

Refurbishment of Passenger Lounge
Monitoring
Voluntary Commitments on Air Passenger Service
Passengers with Disabilities

 

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Passengers in the Departure LoungePassenger Profile

THE Airport targets the business travel market offering a good quality Business Class product for all passengers.

That the Airport is successful in reaching its target market is clearly demonstrated by recent figures which show that 64% of departing passengers at London City are travelling on business with nearly 60% in Banking and Finance and other business services. A very high proportion of passengers are in socio-economic groups A, B and C1.The average salary among UK passengers was £85,834 - the highest figure among the London airports. Some two thirds of passengers are male.More than three quarters of the Airport's passenger are aged between 25 and 54.

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Passenger Services

There is a good range of high quality services available for passengers. These are described in detail on the Airport’s website - click the icon to the right for details

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Time is of the Essence

Much of the Airport’s success can be attributed to the fact that its customers find flying out of London City saves them valuable time. In order to sustain this the Airport:

  • tries to maintain straight lines in the Terminal so that it is easy to pass through quickly;
  • offers public transport access and car parks very close to the terminal;
  • is fortunate to have it's own DLR station built as part of the Terminal. The trains offer quick access to the the Tube network at Canning Twon and to the City and Canary Wharf<
  • delivers passenger baggage into the arrivals hall within 10 minutes of arrival and often much faster than this.
  • maintains a close liaison with the taxi trade by employing a licensed taxi-cab driver as a taxi co-ordinator, to ensure that taxis are always available and that the Airport understands the drivers' needs.
  • monitors busy periods carefully to ensure that passengers do not have to queue unnecessarily.

At the same time the Airport works hard to keep the place looking clean and tidy especially in vital areas like toilets.

Starting early in May 2008, passengers have been able to check-in at the newly installed SITA AirportConnect CUSS (Common User Self Service) check-in kiosks. The 12 new kiosks allow passengers to check themselves onto for flights with airlines including VLM, KLM and Swiss.

According to ukairportdelays.co.uk, a web site set up by leading travel company Travel Counsellors, passengers at London City Airport experience the shortest delays. According to an April 2007 airport press release "the convenient layout of the terminal combined with the introduction of additional security lanes in 2007 ensure that security waiting times are shorter than any other commercial airport in the United Kingdom. Inbound passengers arriving at London City Airport also benefit from convenient access to surface transport shortly after landing, with an average time of five minutes taken from the steps of the aircraft to the Docklands Light Railway platform or Taxi ranks".

The airlines are customers too, not just in providing high quality services for their passengers but also through the provision of a ground handling service for their aircraft. Again, time is a key factor. The Airport is in the process of agreeing Service Level Agreements (SLAs) with each airline which spell out what the Airport has to do, to what standard and for what % of occasions in order to meet the standard

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Refurbishment of Passenger Lounge

Phase One of a scheme to reconfigure the Airport's departure lounge was completed in May 2008. This brought 250 additional passenger seats, an enhanced retail offering with WH Smith and Nuance, and a new lounge featuring high-speed internet points and live sports screens.  Complimentary wireless internet access is available for all passengers. The work cost £40 million.

Phase One - Three views of the extension to the Airport's Departure Lounge


Phase Two was completed in March 2009 on budget and one month ahead of schedule. The £1.5 million refurbishment project complements the the Phase One project. Designed to establish "a sense of calm and relaxation, combined with the functionality expected by the airport’s core business traveller, the departure lounge at London City Airport utilises soft, warm materials including timber and polished limestone floors; marble surfaces and leather seating throughout."  Seventeen per cent more seating has been added, as well as improved restroom facilities and new climate control systems.

Passenger Lounge -  Phase 2 Passengert Lounge- Phase 2
Phase 2- Two of the completed scheme

 

The departure lounge has numerous laptop plug-in points and complimentary Wi-Fi access. The lounge offers passengers an uncluttered environment where they can continue to work using smartphone devices or laptops, or relax in tranquility with the ‘silent departure lounge policy of no tannoy announcements or boarding calls.

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Monitoring

Through its Customer Services team, and through its various supervisors and managers as they move about the building, the Airport monitors constantly its passenger services and its standards of customer care. The Managing Director takes a personal interest and has a keen eye for detail! The Airport also monitors its performance through comment cards filled in by passengers and also through the comments and suggestions it receives. The Airport replies to all written comments and suggestions for improvement. It also, from time to time, carries out Market Research to find out what its customers think of the service.

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Voluntary Commitments on Air Passenger Service

London City Airport is one of 22 UK airports which have signed up to these Commitments, which were launched in 2002 under the auspices of the European Civil Aviation Conference (ECAC) in recognition that air passengers’ expectations have broadened in recent years.

In the UK the monitoring of the Airport Commitments is the responsiblity of the Department for Transport.  In 2003 they did this on the basis of the consumer reports which signatory airports are expected to produce at least once a year. In order to build in a measure of independent validation, the Airport Consultative Committee for each airport was given an opportunity to comment on the document before it was sent to the Department. In preparation for this the Airport in April 2003 briefed the committee on the key points. Click below to see:

A copy of the Voluntary Commitments (MS Word - 35k)

A copy of the Airport's April briefing (Acrobat .pdf - 1,163k**)
(Note: The figures given in the tables represent the average rating on comment cards received from passengers where 0 = Poor and 5 = Excellent
)

In November 2003 the Department published its first annual report on the implementation of these Commitments: 

Department of Transport's Final Report on the first year of implementation of the Airline and Airport Voluntary Commitments (177b)

On 2nd February 2004 the Department said that in the UK they had found that the airport authorities which had signed up to the Commitments were generally meeting the undertakings, often going much further, and in the relatively few cases where there were shortcomings the airports concerned were working hard on remedies. They were particularly pleased to note the interest and engagement of the airports’ Consultative Committees, and regard the Commitments as a helpful benchmark against which airports and their Consultative Committees can continue to assess performance. Against this background they had taken the view that the Department should now cease active monitoring, although they would be grateful to continue to receive copies of the passenger service reports required under Commitment No. 11. They would not, however, use these to compile progress reports, nor to pass on information about individual operators.

At its April 2004 meeting the Consultative Committee received the Airport's 2004 report:

Airport's April 2004 Report on the Airport Voluntary Commitments (62kb)
Airport's April 2004 Presentation on the Airport Voluntary Commitments (465kb)
(Note: The figures given in the tables represent the average rating on comment cards received from passengers where 0 = Poor and 5 = Excellent)

The Committee has received no reports since 2004.

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LCYCC member tries new wheelchair servicePassengers with Disabilities

London City Airport is generally very accessible for people with disabilities - visit the Airport's website for details.

On 1st August 2004 the Airport took over from the airlines the running of the contract for the handling of people with reduced mobility (PRMs). From that date the service has been operated on a different basis with the contractor providing only the personnel leaving the Airport to provide the equipment. The aim is to provide a seamless service from arrival at the Airport through to departure and vice versa. Call points have been installed and there is information on the Airport’s website. The cost of the service is re-charged to the airlines on a pro-rata basis.

The aim is to operate the service in line with the Guidelines adopted in October 2006 by the European Civil Aviation Conference (ECAC).  These are a key ingredient in EU Regulation (EC) 1107/2006 on air travel for PRMs. [More Information on the EU Regulation]. These took effect on 26 July 2008, except Articles 3 and 4, which took effect a year earlier on 26 July 2007 - Article 3 makes it illegal to refuse carriage on grounds of disability except on the grounds specified in Article 4.

The service also needs to conform to the voluntary code of practice Access to Air Travel for Disabled People re- issued by the Government in July 2008.  This contains recommendations for the industry on meeting the needs of disabled people when booking their flight, travelling to the airport, using facilities within the terminal building and aircraft etc. Along with the industry Code is a guide for disabled passengers produced by the Government's advisers, the Disabled Persons Transport Advisory Committee (DPTAC).


Get Acrobat Reader**This file is in .pdf format and to view it you will need an Acrobat Reader. This can be obtained free of charge by clicking the "Get Acrobat Reader" icon opposite

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An independent Consultative Committee established by London City Airport pursuant to Section 35 of the Civil Aviation Act 1982
Chairman:
John Adshead     Secretary: Stuart Innes
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Page last modified: 28th March 2009