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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London City Airport Consultative Committee |
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Passengers |
About the Airport's passengers and the arrangements to ensure there is a high standard of customer service |
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On this Page:Passenger Profile Refurbishment of Passenger Lounge
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Phase One - Three views of the extension to the Airport's Departure Lounge |
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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.
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Phase 2- Two of the completed scheme |
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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.
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.
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:
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A copy of the Voluntary Commitments (MS Word - 35k) |
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In November 2003 the Department published its first annual report on the implementation of these Commitments:
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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:
The Committee has received no reports since 2004.
Passengers
with DisabilitiesLondon 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).
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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
Passenger
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