AL_December_v4

In December we all look forward to the festivity of
the Christmas period and spending time with our
families, but it’s also the perfect time to reflect on
our achievements over the past 12 months and you
all have a lot to be proud of when thinking of 2016.
In March we welcomed our new shareholders, following the successful sale of the business.
We’ve delivered the runway overlay project, a £20m investment which will enable us to
meet the demands of ‘next generation’ aircraft and drive operational efficiency and the West
Pier development is well underway, with the new airside Pret A Manger open for business,
320m 2 of additional floor space and an additional 130 seats installed to ease some of the
congestion in the departure lounge.
We’ve added six new routes, created new office space in KGV House, improved the
terminal front with new bollards and installed more eGates and new security lanes. Plus,
proving that we really are a leader, we won the Global Regional Airport of the Year award
at the CAPA World Aviation Summit! And that’s just a few of the highlights.
A major achievement for 2016 was receiving planning permission for our expansion
with the new Cabinet ‘green-lighting’ our £350m development programme. It was the
culmination of four years of effort and will be our largest ever development programme
with terminal extensions to the west and the east, seven new aircraft stands and a parallel
taxiway. You may have already spotted the survey barge working in the dock and you
should expect to see the first signs of construction by June 2017.
While the airport has seen lots of change, so have both the capital and the nation, with the
new Mayor of London, Sadiq Khan, the new Prime Minister, Theresa May and a once-ina-generation
vote, Brexit. In November, I met with David Davis MP, Secretary of State for
Exiting the EU, and Lord Ahmad, Aviation Minister, to discuss what the decision means for
the aviation industry, you can read more on that on the next page.
I’d like to thank each and every one of you for your hard work and commitment that has
contributed to a memorable and very successful 2016 for LCY. I hope you all get a chance
to celebrate at this year’s Christmas party, I hear it’s going to be the biggest one yet.
From everyone on the Executive Team, Merry Christmas and a Happy New Year,
see you in 2017!
Declan Collier
Chief Executive Officer
1
Image by Ben Walsh

Saturday 24 th
Christmas Eve
Normal opening hours
sunday 25 th
Christmas Day
The airport is closed.
Merry Christmas everyone!
Monday 26 th
Boxing Day and Bank holiday
Airport opens at 07:00
Tuesday 27 th
Substitute Bank Holiday
Airport opens at 07:00
sunday 1 st
New Year’s Day
Normal opening hours
monday 2 nd Jan
Bank Holiday
Airport opens at 07:00
Editor - Kimberley Hayden
Cover Photography - Andrew Baker
Magazine design - MRDEETEE.co.uk
2

inside News
Brexit Aviation Roundtable
In November, Declan welcomed to the
airport Rt Hon David Davis MP, Secretary
of State for Exiting the EU, and Lord
Ahmad, Aviation Minister, to discuss
what the referendum decision means for
the aviation industry and air travel.
Aviation heads from airports, airlines and industry
bodies including Heathrow, Gatwick, EasyJet,
Ryanair, Monarch, Virgin Atlantic, CAA, AOA
and NATS joined Declan and ministers for a
roundtable discussion at CAH. The objective was
to highlight some of the key themes, policies and
challenges which need to be addressed in relation
to aviation now that Brexit is going ahead.
Declan said “I was delighted to welcome
the Secretary of State and leading industry
figures to LCY. Not only did this meeting
give us a place at the table to ensure the
interests of the airport are considered in EU
negotiations, it gave us the opportunity to
show the airport off and explain our expansion
plans to key Government ministers.”
KLM to
return
to LCY
After almost eight years KLM is
returning to London City Airport,
with daily flights to KLM’s award
winning Amsterdam Schiphol Hub.
All flights will be operated by
KLM Cityhopper and will allow
passengers to seamlessly connect to
over 150 worldwide destinations.
From February 2017, KLM will
operate one daily service Monday–
Friday, increasing to four daily
flights on weekdays and five flights
across the weekend by end of March
2017. Fares start from £89 return.
Airside Pret A Manger
opens for West Pier
Flybe celebrate 2 years at
London City Airport
A more-than-popular choice for breakfast, lunch
and coffee, Pret A Manger opened their first airside
store in the airport on Friday 4th November.
They were the first of four concessions to open on
the West Pier and are located between gates 3 and 4.
Take a look at the new chic space that’s giving
passengers a new airside eating option.
Pret’s iconic Christmas Lunch and Veggie
Christmas Lunch sandwiches have made their
long-awaited return, joined by an exciting new
Vegan option: the Very Merry Christmas Lunch
Baguette. 50p from each of the Christmas
sandwiches sold goes to help the homeless
through the work of the Pret Foundation Trust.
3

Sign up to all our latest news by emailing
kimberley.hayden@londoncityairport.com
New route to Bremen
SUN-AIR, the Danish airline which is
a franchise partner of British Airways,
launched a new route from LCY to
Bremen at the end of October.
Here’s what Matthew Hall, Chief
Commercial Officer for London City
Airport said, “Bremen is an important
business and manufacturing hub with a
rich history and the new services operated
by British Airways franchise partner
SUN-AIR are a natural addition to
London City Airport, making it the fifth
German city to join our route network.
“With our rapid connections to central
London and key business districts such
as Canary Wharf, the new Bremen route
offers speed and convenience for business
travellers, so they can spend less time
travelling to and from the airport and more
time at the office or with loved ones.”
The new route is operated by a 32-seater
Dornier 328 aircraft with full in-flight
services that include a meal and Dornier
wines, ice cream and daily newspapers.
LCY named best regional
airport in the world
Heathrow Expansion
Tinie Tempah says we’re
“the best airport ever”!
London City Airport has been named the best
airport of its kind in the world, picking up the
Regional Airport of the Year award at the CAPA
World Aviation Summit in Amsterdam recently.
Organisers said the award was given to the
regional airport that has been the biggest standout
strategically, has established itself as a leader
and done the most to advance the progress of the
aviation industry. The category covered airports
catering for up to 10 million passengers per year.
The government has decided to back Heathrow’s
expansion plan to build a third runway enabling
thousands more flights every year to the UK.
Declan Collier, CEO of London City Airport, said:
“The announcement is good news for business,
good news for tourism and good news for Britain;
a new runway in the South East will create much
needed capacity, helping secure the UK’s position
as a global hub - never more important than in the
current political climate. Approving development
at London City Airport earlier this year showed the
Government’s readiness to act in the best interests
of the British economy as it will generate more
economic activity and create more jobs at the airport.
“The aviation industry must now work with
Government to ensure we continue to look to the
future and can deliver in the short, medium and
long term to keep Britain open for business.”
A very famous face who first broke into the music
scene with his #1 hit, “Pass Out”, paid us a visit
recently and he was more than impressed with
the level of customer service he experienced.
His tour manager told customer services that they
were attending the MTV EMAs in Rotterdam and
were starting to worry as they had been delayed and
it looked as though they would miss their flight.
That’s when CSC came to the rescue! They
met him at the terminal front, checked him
in and rushed him through security and to
their gate just in time before it closed.
He said we’re “the best airport ever!” Well
done CSC, another satisfied customer! :)
Did you know, that Tinie’s real name is
Patrick Chukwuemeka Okogwu?
4

department updates
STEM in aviation day
Organised by our CSR team in partnership with East London Business Alliance (ELBA), the STEM in aviation day welcomed
110 students from schools across East London and Essex for a day of talks and challenges in relation to science, technology,
engineering and mathematics in the aviation industry.
The main challenge of the day was
to come up with a new app to solve a
key issue at the airport. In groups, the
students had to come up with a concept
and business plan, design a poster and
then pitch their ideas to the judges.
The top five groups then presented their
ideas to the entire room with the winners
being Walthamstow School for Girls
(above), who suggested an app to help
passengers with disabilities navigate
airports and familiarise themselves with the
travelling experience. Pupils from Barking
Abbey School were runners-up.
Watch the video here
www.youtube.com/watch?v=ZCfC5gJGH50
Santa spotted at London City Airport
Ok, you clocked
it. The image to
the right may have
been altered just
slightly… Our
graphic designer,
Ashley Alexander
designed two
Christmas cards
and we’ve printed
500 of them to give
to our passengers.
Adding a little
festive touch to the
LCY passenger
experience, our
departure lounge
hosts will not only
be giving the cards
away as freebies,
but they’ll also
offer to send them
in the post!
Do you know
how to
report a
hazard?
On the ramp
Contact AOSU on 0241 or 2247
In the terminal
Contact Customer Services on 0000
KGV, CAH, Jet Centre and
all office-based staff
Go to the SHE portal,
via the intranet or at
https://sheassure.net/
londoncityairport/Portal/Portal/Index
5

Julian’s
monthly
health tip
Coming soon
The Business Lounge
December is here and with
Christmas just around the
corner it can be difficult
to stay healthy during
the festive season.
Alcohol consumption often goes up
this month, as well as the occurrence
of over indulging. Intoxication
could cause major damage to
your liver and respiratory system
especially when overly consumed.
Choosing not to consume alcohol
or reducing the amount that you
drink will reduce your likelihood of
health risks including weight-gain,
depression and anxiety. Enjoy this
festive season and choose to stay
sober, and if food consumption will
inevitably increase, ensure that
your physical activity does also.
I hope everyone has a healthy
and happy Christmas!
Want to book a wellbeing slot with
Julian for the New Year? Head
to bit.ly/fit2work-lca or use your
phone to scan the QR code.
Recognise this? It won’t look like this for much longer! Construction works have started in
the Jet Centre building to convert the current security area in to a new lounge to be used
by our airline travelling customers. The new service will offer our customers an area to
relax and unwind before their flight. Coming soon in 2017 and available from £35pp.
You’re hired!
Welcome to Team LCY...
Anna Boss
Community & Business
Liaison Manager
Katherine Roberts
Document Control Manager
Mandy Arnold
Airfield Operations Manager
Sarah Stratton
Security Officer
Tina Thompson
Security Officer
Florina Costea
Security Officer
Mariya Foteva
Security Officer
Louise Harding
Security Officer
6

michael spiers
HR Update for
LCY Employees
“You’ll know that in HR we are always
on a mission to improve your wellbeing,
benefits and development opportunities.
Recently we’ve introduced Neyber, giving you
access to affordable borrowing and hasslefree
payments and we’ve already received
tons of great feedback from you. And don’t
forget you all have access to my favourite
saving tool, yes you guessed it, LCY Central.
It’s a great way to save on special purchases
and your everyday shopping with cashback
and discounts from over 800 retailers.
We’ve been working on a whole lot more
to give you in 2017 and here’s what we
can share with you so far. Make sure you
have a read so you don’t miss out!”
New Year
New Holiday Buy Scheme
We heard the feedback and we’re bringing you a new option.
Buy up to five days annual leave to take in 2017. Here are the need-to-know
details, but look out for the full details in December’s pay review letter.
• Buy up to 5 days (or pro-rata equivalent holiday)
and pay for them over the course of the year
• Window to purchase opens 1st January
2017 and closes 31st January 2017
• Purchase your days on LCYCentral
• The cost is deducted over 11 pay
cycles, February-December
• Applications are subject to the needs of
the business so line managers will need to
agree before you book that holiday!
• No changes to standard holiday rules.
The biggest things to note here is
that the window will only be open for
January and once you have applied
for the holiday and it’s been approved,
you will not be able to change it.
7

Online
Learning
It was in need of
modernisation, so that’s
what we’ve done.
Currently in its trial phase, is
the new online learning system.
Historically every year, each of
us book onto the GSAT, airside
ramp safety and fire training
which is sat in KGV House, but
that will be a thing of the past
once the new system is rolled
out next year.
• You’ll be prompted twomonths
before your pass
expires and you’ll be able to
access the new online training
consisting of easy-to-follow
videos and questionnaire
style tests. The training can
be accessed anywhere and
anytime, making it quicker
and easier than ever before.
• New starters will need to
book on to the training and be
supervised in a specified area.
• The system may also provide
access to more than 100
courses to help you develop
in a range of areas.
• The soft-launch trial starts in
the first week of December
with the full launch planned
for January, look out for
more details coming soon.
2017 Gym
memberships:
The full details are
still to be confirmed,
but we’re looking
at a way of making
gym memberships
more accessible to
LCY employees…
and no this doesn’t mean we’re
building a gym at the airport!
We’ll be able to tell you more in
the New Year, so hold on for more
information.
New clocking-in
machines:
From the beginning
of December,
new clocking-in
machines are
being installed
around the airport,
it’s another strand
of modernising the
way we do things.
We will be trialling
them this year with
the aim of them being live and
fully operational from early next year.
Why?
• You’ll be able to easily clock in and out by
tapping your staff pass on a reader
• The paper and manual handling will be reduced
• They’ll enhance safety - in an emergency we
could easily pull off a list of everyone on site
• Overtime could be paid faster
Got a question? Speak to
your HR business partner
8

First Class
Lounge
Earlier this year we ran a four-week trial of the First Class
Lounge, with staff, airlines, friends and family across more than
20 flights. The executive experience proved to be a success
and has been available to our passengers ever since.
9

“What we do is take the stress away from
a passenger’s journey, they get to relax
knowing that everything is taken care of.”
First Class Lounge Coordinator’s,
Liam Lloyd and Adrianne Mercer,
who both started at LCY in January,
welcomed us to the prestigious
world of the First Class Lounge and
told us all about the VIP service
on offer at London City Airport.
Liam who featured in the theatre
production, Miracle on 34th Street,
in Dubai last year, told us, “When
we first joined, the service didn’t
actually exist. We had our very first
passenger in March, but before that we
were actually inventing the product!
From furniture to fine foods we had
the opportunity to be involved in
creating the service from scratch.
“As we were in completely new roles,
we got to be involved in selecting the
uniform, which is made up of a mix
of Jet Centre colours, LCY colours
and gold to add a premium touch.”
Before embarking on her first-class
career, Addy worked as cabin crew
for easyJet but said “I knew I was
ready for a new opportunity. The
part of my role I enjoy the most now
is seeing how much the passengers
appreciate everything. It may sound
weird, but the handshake is always
a sign that they’re really grateful.”
The First Class Lounge service is
bookable online or by phone but
Liam tells us, “Sometimes we receive
very last minute bookings, even up
to an hour before, especially when
there are delays, but it can be the one
positive thing to come from the fog!”
We thought we knew all about the First
Class Lounge, but there are clearly a
million and one things that go on behind
the scenes to get the superior service
just right, they work with almost every
department from UKBF and the police
to the Jet Centre and Ramp Control and
even Aelia Duty Free for toiletries.
Liam started to talk us through the
process, “When a booking is made, we
personally reply to them and let them
know who will be there to greet them
when they arrive. It adds a personal
touch to the service and that’s the feeling
we want to create. Once we have their
name, date of birth and passport details,
police and security checks are carried
out and we work with to make sure we
have four security officers available.
We also work closely with MITIE who
are pros at dealing with celebrities.”
Addy added, “The lounge has to be fully
stocked and in perfect order before they
arrive and the Mercedes has to be clean!
We arrange for Sky Handling Partners to
be at the lounge to check them in, print
boarding passes and take their luggage
to the terminal for screening. Luggage
is given a yellow First Class Lounge
tag to differentiate it from the others.
“We can meet passengers at the DLR,
terminal front or at the Jet Centre if
they arrived in a private car, we wait
for them outside so we can greet
them as soon as they get here. Once
they’re in the lounge, we show them
where everything is and offer them
drinks and food. They tend to prefer
self-service and are welcome to help
themselves to the complimentary
food, drink and magazines – the jelly
beans and popcorn seem to be the
favourite with our passengers!”
Continuing on the First Class journey,
Liam said “If it’s a passenger’s birthday,
we give them a card and a bottle of
champagne. We’ve got to know some
of our repeat customers and it’s nice
for them to know that they don’t have
to ask for anything as we’ve got it
covered. We address all passengers
by Mr, Ms, Sir or Madam, that’s apart
from our most regular passenger who
we’re now on first name terms with!
“Security is always the last thing before
we leave the lounge. After a mini safety
briefing, we drive them in the Mercedes
straight to their flight. Passengers seem
to enjoy this part the most, they get to
see an airport from another perspective
and they always take photos.”
When we visited, the First Class Lounge looked
flawless. The interiors exude elegance but also
comfort, you can feel the luxuriousness of the carpet
through your shoes! We learnt that all the furniture
is bespoke-made and the wallpaper is a one-off,
you won’t see it anywhere else in the world.
Addy and Liam add another layer of sophistication
to the First Class Lounge and have been building
rapport with our passengers. We loved how Addy
summed up the service, “What we do is take the
stress away from a passenger’s journey, they get to
relax knowing that everything is taken care of.”
The First Class Lounge costs £95 per person
and is also available for arrivals.
Some of the celebs and VIPs
that have been in the First
Class Lounge this year
Her Royal Highness the
Duchess of Cambridge
Chris Martin
Paris Hilton
Ravi Shankar
Danny Dyer
Chris Pine
Gigi Hadid
Rob Brydon
Prime Minister
of New Zealand
John Phillip Key
Alex Salmond
Swizz Beatz
10

‘
‘
11

Changing
Roles
Aneta Galabova From Temporary Administrator to Executive Assistant
When I graduated in computer science I was
hoping to work in the technology industry,
working in aviation wasn’t part of my plan,
but it didn’t quite turn out the way I expected.
I started my career in the aviation sector 10
years ago for a major tour operator as a PA
to the MD and I just loved it - aviation was
so exciting, dynamic and challenging.
Initially, I applied for the Ramp Services
Administrator position and was interviewed by
Chris Shields and Sandra Walsh, but there were
so many candidates and unfortunately I wasn’t the
lucky one… until I got a call from the agency a
couple of weeks later asking me to join the LCY
team as a temporary administrator working with
the leadership team. I decided to give it a go.
I didn’t know what to expect,
but it was a completely
different environment and
pretty much out of my comfort
zone. All the people I met were
so driven, full of ideas and very
proactive, they had years of
experience in similar fields and
I learned a lot in the process.
Following a temporary contract, I was
offered the position of PA to Darren Grover
supporting him and his team of directors, then
when Alison FitzGerald joined LCY as Chief
Information Officer I also became her PA.
Most recently, I was offered a new opportunity -
to continue supporting Alison in her new role as
Chief Operating Officer and become part of the
finance team as an Executive Assistant to Patrick
Burrows, Chief Financial Officer. In general
my job involves letter writing, coordinating
meetings and events, email management and
minute taking. I’m responsible for arranging
meetings and liaising with organisations to
ensure the smooth running of appointments
both internal and external, coordinating board
meetings and producing board presentations
to the appropriate time scale, arranging
travel (booking flights/hotels/visas), raising
corporate invoices, assisting with preparation of
presentations for forums/conferences/summits,
organising tours for international companies
visiting the airport and the list goes on and on.
Senior executives are very busy people and they
need to rely on us to provide support, not only
efficiently but also effectively. They say that
efficiency is about getting the job done on time
and effectiveness is about getting the job done
correctly. Some would say that it’s not “what you
do” but “how you do it” but I tend to disagree.
It’s about both. There’s no point hammering out a
20-page report for your boss in 30 minutes if it is
full of errors. Equally, there is little point issuing
the same report three days late with no errors. We
aim to deliver the report on time with no errors.
We are the eyes and ears of our boss, but it is
not so much as having an ear to the ground
and more about being able to separate the
wheat from the chaff. A clear understanding
of the priorities, motivations and issues of
others across the organisation is invaluable.
Being a natural problem solver can be a
significant benefit. Sometimes it’s as simple as
asking “why?” enough times to get to the root
cause of an issue. However, fundamentally it
is realising that finding the solution does not
have to come from yourself but can come easily
from involving others, that differentiates a good
problem solver from a great problem solver.
The old saying, “Once you know why, you’ll
figure out how” absolutely applies to our role.
I am a rigorous planner - “People don’t plan to
fail; they fail to plan.”My job is not just planning
my own work but is to all extents and purposes,
planning for my boss. The boss is too busy to sit
down and get involved in the planning but still
needs it to go smoothly. Efficient planning is not
normally a solitary task, for example the effective
project manager does not plan in isolation –
they include their team. The executive personal
assistant doesn’t normally have this luxury!
The highlight would be that you can really
make the job your own if you are proactive
and willing to take on new opportunities. Plus,
there is always something new to learn. It’s
amazing to see successful outcomes for the
teams I support and to know that I made a
contribution to the company’s “bigger picture”.
It may be a cliché, but the
people I’ve met are definitely
the best part of working at
LCY. Everyone keeps the
airport strong and I feel very
connected. I’m so excited for
what the future holds with
so many improvements and
changes up ahead and I’m
very happy to be part of it!
12

LCY Diary of2016
january
february
march
londoncityair
London City Airport
2d
The previous year’s results are
revealed. London City Airport
hit a record
4.3 million
passengers for 2015
An 18% increase
on the year before
Top Instagram post with
267 likes
Gen 2 improvements introduced at Central
Search, the amount of eGates are doubled
and the balcony’s layout is reconfigured
LCY is sold! The new long-term
owners are a consortium made up of
AIMCo, OMERS, Ontario Teachers’
Pension Plan and Wren House
Infrastructure Management
The First Class Lounge welcomes
it’s very first passenger
april may june
Music is introduced
to Central Search
The public inquiry for
CADP closes. The planning
inspector will write a report
to be considered by two
secretaries of State
Ad campaign starring 4 LCY staff
members launched, promoting
the benefits that our expansion
will bring to East London
The Mayor of London withdraws City
Hall’s objection to us purchasing land in
the Royal Docks needed for our expansion
The runway overlay project begins
BA start route to Bergerac and
Flybe begin their route to Paris
Dixon’s Travel and Lola’s Cupcakes
open in the Departure Lounge
ITV
LCY 90’s promo video makes it on to
ITV News, The Newham Recorder,
City AM just to name a few
Alicante and Berlin routes
launch for British Airways
Our biggest ever Volunteering
Fortnight with a whopping
375 volunteering hours from
51 members of staff
13

It’s been a brilliant year for London
City Airport, here are just a few things
to remember from the past 12 months!
july
The biggest news of
the year: London City
Airport receives planning
permission for expansion
august
september
All-time record
set of 101,247 bags for OBB
and Ramp Services
Launched automatic
flight updates
for passengers
via Facebook
29 brave cyclists take part
in the annual charity bike
ride from LCY to Lille
New Cardiff route
launched by Flybe
october november december
LCY named Best
Regional Airport in the
World at CAPA Awards
The Duchess of
Cambridge flies
from LCY
Sun-air start their
route to Bremen
First gates open for West Pier
Best Facebook post
of the year – Police
dogs in training video
The new
airside
Pret
opens for
West Pier
The LCY
Christmas Party
takes place
at The O2
14

60
seconds
with Declan
Collier
London City Airport’s CEO
What was your first ever job?
At 14 working on a lobster
boat off the coast of Wexford
in South East Ireland.
What was your dream job as a child?
Being the skipper of my own trawler.
Where’s your favourite place in the
world?
It’s a close tie between a tiny
village in south western Crete (it’s
only accessible by a three hour
walk or by sea) called Loutro or
a small hotel on Bang Tao bay
in western Phuket (Thailand).
What’s your favourite airport in the
world (and you can’t choose LCY!)?
My favourite airport after LCY is LCY
but if I’m not allowed to choose LCY
then it would be Schipol/Amsterdam.
You’re on a four-hour flight and can
only listen to one album on repeat.
What would it be?
It would be Dawes, All
Your Favorite Bands.
What’s your favourite thing to do
when you’re not at work?
Outside of work, life is very rich
so there are lots of things that are
my favourite, being with my family,
cycling on my road bike or watching
Ireland beat the All Blacks.
What’s been the best moment of the
year for you?
Getting planning permission for
CADP earlier than we expected
and despite, Brexit, an entirely new
Cabinet and a new Prime Minister.
15

Fire extinguishers are there for your safety and should not be
hidden from view.
Fire
Safety
Trevor Chapman, Station
Manager for the airport
fire service has been
looking for fire hazards
and issues around the
airport. It’s something we
all have to be aware of
every day. Here are some
of things that he spotted.
Extinguishers should be sealed. If the seal is broken or
missing, report it.
Fire doors should not be wedged open. Seen it? Report it
Some fire doors are fitted with intumescent strips that expand and seal a door in a fire
situation. If you see one that is damaged or missing report it.
This could be your only means of escape. Never block a fire exit.
To report any fire safety issues contact the Fire Prevention Team on
0124/0125 or FireSafety@londoncityairport.com
16

Lost passport
returned
A taxi driver dropped a passport to CSC which
had been left in his cab two days earlier during
a journey from LCY to Lewisham.
CSC googled the name in the passport and found the
owner’s Facebook account, they left her a message and she
replied within the hour. She hadn’t realised she had lost it
as she still had the cover in her bag and she was travelling
to Africa from another airport the very next day.
As we close at 13:00 on Saturday and the passenger
was in a meeting in the City, CSC dropped the
passport at her home in Lewisham!
She got them a lovely box of cookies to say thank you.
Does customer service get any better than that!?
Ines Feijo
Graduates!
On 1st November, Ines Feijo,
departure lounge host, graduated
in International Human Resources
Management. She told us “being
a working mum of two, housewife
and student was a big challenge.
But working in the departure
lounge gave me the opportunity
to meet new people from all walks
of life and be part of an amazing
team, and I couldn’t have asked
for better support than that given
by Samantha Hicks.”
Congratulations Ines!
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BLACK taxi
driver and CSC
save the day
A couple came into some bother when they
realised that they had left a bag, containing
their passports, in a black taxi. In another
rescue mission, CSC contacted all the local
black taxi drivers asking them to check their
vehicles… and sure enough a driver called in to
say he had found the bag. Result!
He drove back to LCY from the West End,
and although the couple didn’t make their
original flight, the team got them booked on
to the very next one, plus to lighten the blow,
they escorted them through security and got
them a glass of wine. They sent a bottle of
champagne and a box of chocolates to say
thank you.
Another happy customer!
NIKITA IMPRESSES PASSENGER
NEEDING SPECIAL ASSISTANCE
A passenger contacted customer services to
request special assistance for her son who has
autism. She was so impressed with Nikita’s
assistance that she sent this heartfelt thank
you note below, have a read! “Please pass my
thanks on to Nikita who escorted my son Evan
and my family through the airport and kept Evan
entertained until we boarded the plane. Her ability
to engage with and interact with Evan was brilliant
and she is obviously well trained in this area. It
made life so much easier for him for what can be
an overwhelming experience in other airports.
“As airports get busier and the world gets more
corporate it is really refreshing to encounter
this level of personal customer service at an
airport and I can safely say that as a result of
Nikita’s assistance, it is the best trip through an
airport that I have had and I will continue to use
London City in future rather than other London
airports.”
Well done Nikita, sounds like a very happy
passenger!​

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