Our passengers are at the heart of everything we do.

Putting the passenger first means keeping everyone safe and secure, and getting the basics right so that we deliver consistently high levels of customer service.

Our approach
Getting the basics right means making sure everything works when it is supposed to. Central to this are two key areas: our people and our facilities.

We make sure we have the right people in the right jobs, fully equipped with the skills and tools they need, ready to do the jobs passengers expect of them. We strive to ensure our processes and equipment are up to the task of delivering a highly reliable service to all passengers.

We work closely with our business partners to ensure that passengers experience a seamless journey through our airports, regardless of who provides the service.  We continually monitor our performance, review our equipment and invest in our people to ensure that we consistently deliver the highest standards across our business.

Our principal dialogue with passengers is through our Quality of Service Monitor (QSM) survey. Each year we interview thousands of passengers across our airports to help us understand customer perceptions, and to improve levels of service. Our survey captures a wide range of passenger perceptions on security waiting times, trolley availability and cleanliness.

We regularly carry out research to help us improve our understanding of passenger expectations. We use this information to develop and invest in the right services, products and facilities at our airports.