Airline passenger news and views
19 May 2012 | Sign In
Gatwick improve disabled services
At least one airport operator is listening
|
Kayte Platts Thursday 16 December 2010 |
Having written an array of articles on disabled facilities within airports, I was really pleased to learn from the Gatwick press office of the changes that are being implemented there.
These include a radically improved audio-visual help point, and new security assistance lanes to allow easier access for mobility-reduced passengers.
On any given day, up to 1,700 passengers travelling through Gatwick Airport need extra help. These are passengers with visual or hearing impairments as well as the more visible wheelchair users.
When Gatwick’s new management team arrived at the airport, the standard of service provided to disabled passengers was not up to scratch and complaint levels were high. Fast-forward one year and passenger complaints have dr opped by 80% and compliments have doubled. Part of the improvement is due to the new service provider and expert input from the Disabled Persons Transport Advisory Committee.
Passengers needing support can take advantage of security assistance lanes that make the queuing process easier. Specially trained staff and customised facilities, including wider lanes and adapted x-ray machines, provide a more tailored service for passengers. These new facilities are unique across the UK.
Gatwick's new service standards for passengers with reduced mobility now far exceed those set by the EU. Passengers can now expect support to be with them within ten minutes of arriving at the airport.
The new help point combines practical advantages with a more personal touch. Built-in screens enable passengers to see the operator, which means those with hearing impairments have the opportunity to communicate using sign language. Simple, but extraordinarily useful.
And there is more to come. Gatwick has invested in five new ambilifts to transport passengers onto the aircraft, six mini-buses and 36 buggies to support passengers who request help with their journey through the airport. These will come on stream from December 2010.
Gatwick deserve congratulation - I think finally airport operators are starting to listen!
| Comments | Post a comment |
|
Charles Woollett, Sussex 6 January 2011, 04:26PM | |
I travelled recently with my disabled wife via Gatwick and found the assistance greatly improved. I was very impressed with the levels of customer service we received. | |
| Rating (0) | |
|
Anthony Jones, Glasgow 13 January 2011, 02:08PM | |
This is a fantastic initiative that Gatwick have introduced but it is long overdue. Customer service in this country leaves a lot to be desired, and there have been too many times when I have travelled (I am disabled myself) that I have been appalled at the level of service I receive. I have almost been made to feel a nuisance. Well done Gatwick for trying to rectify this situation. | |
| Rating (0) | |
|
Mike Benton 20 January 2011, 12:36PM | |
I would like to say about time too, but I do not want to sound discouraging. Luckily, I have not been in the position of needed special services but, if I did, I would expect care, courtesy and a degree of discretion. | |
| Rating (0) | |
|
Amanda Moor, Gravesend 8 February 2011, 02:29PM | |
This is always an area for improvement and a good example to our other major airports, hopefully we will see them following suit. | |
| Rating (0) | |
|
Josephine Leith, Brixham, Devon 18 February 2011, 11:05AM | |
They need to listen. I struggle a lot as I am confined to a wheelchair and it is no fun travelling I can tell you. I have had mixed responses, sometimes very helpful sometimes awful. The one thing that is needed here is constituency. | |
| Rating (0) | |
|
Ian Larman, Maidstone 3 March 2012, 04:20PM | |
I had cause to use the South Terminal facilities for the disabled, the automatic doors kept opening and shutting and opening again, so I had to try another one, in this one the doors did open and close properly, but left an inch gap, through which I could see the outside and no doubt could also be viewed, Most disconcerting! One of the other toilets was out of order. Whilst it is apparent they have spent money, the toilets are for the most part, not fit for the purpose, it's embarrassing enough using the facilities, but at least they should not leave one in fear of public exposure when performing personal tasks! | |
| Rating (0) | |
