AL_March_Low res Spreads

March 2017
Inside
THE WEST
PIER
PROJECT
60 SECONDS WITH
SAMANTHA HICKS
BRICK LANE BREWS
WE NEED YOU!
FIND OUT HOW TO
BE A WELFARE
AMBASSADOR
page 15

The West Pier has undergone a huge
transformation and it’s almost unrecognisable
from its previous retro look.
It may have taken longer than we first thought but we are very happy with the
results so too are our passengers. We’ve modernised its appearance, built new
concession spaces, added over 600 seats and on average, doubled the size of the
gate lounges – and it was all achieved while remaining fully operational.
London Beer Week
13th – 19th
Celebrate all things beer at bars at
breweries across London
St Patrick’s Day
Friday 17th
Dance, sing and party with the Irish
You all faced close to freezing conditions at the All Staff Meetings in February, but
we are pleased that hasn’t affected your feedback so far, the sessions were hugely
successful with approximately 80% of you responding that you enjoyed the meeting.
Priorities and challenges for the year were the topics you wanted to hear about
most and we will endeavour to get those types of messages to you whether that’s
through the Staff Committee, line managers or our regular communications.
2017 may be a challenging year for the aviation industry and many others post
Brexit as UK businesses face uncertain times. With the weakening of the pound,
there have been significant cost increases for UK airlines with costs in US dollars.
In turn, this may impact the level of passenger growth we deliver this year.
But there is also positive news. I’d like to welcome back KLM Royal Dutch Airlines
which has returned to London City Airport. The airline is flying to Amsterdam,
the city of cyclists and scenic canals but also one of the top destinations for UK
business travel, making it an ideal route for us. Keep an eye out for their distinctive
blue and white Embraer 190 which will become a more familiar sight as they
increase the frequency to four flights daily towards the end of the month.
1st day of Spring
Monday 20th
Hello longer days and warmer temperatures
Head of the River Race
Saturday 25th
Pack a picnic and cheer on the crews
Strengthening our case as the best way to travel from London to Europe and beyond,
British Airways is introducing three new routes this year. They’ll fly to financial hub
and tourist hotspot, Milan, the Aegean paradise island of Skiathos and the British
city that’s home to two of the richest rivals in the Premier League, Manchester.
Mother’s Day
Sunday 26th
Spoil your mum this Mother’s Day
I must also congratulate Danyal Aziz from the security team. He’s been on a
mission to get two new projects up and running at the airport and we’ve just seen
the start of them both with collections of surplus food from our concessions and
the launch of the new LCY auction site. Both were gaps in our processes that he
identified and improved – I’m sure everyone agrees it has been a job well done!
Patrick Burrows
Chief Financial Officer
Editor - Kimberley Hayden
Cover Photography - Andrew Baker
Magazine design - MRDEETEE.co.uk
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inside News
Sign up to all our latest news by emailing
kimberley.hayden@londoncityairport.com
KLM return to London City Airport
London City Airport wins
Airport of the Year
We had to delay the printing of this magazine,
as this happened the night before….
Alexandra Varlyakova and Andrew Scott
attended the London Transport Awards on
Thursday 2 March. We were hoping for one
very special award…and we got it! The official
photos haven’t been shared yet, so look out for
those in the eBulletin or the next Airport Life.
New routes
for BA
FlyBe put some
love in the air
Flybe decked out a Bombardier
Q400’s nose and underbelly with red
hearts to celebrate the most romantic
day of the year, Valentine’s Day!
What will we win next!?
After nearly eight years, KLM have
returned to London City Airport
launching a new route between LCY and
Amsterdam, with the inaugural flight
landing here at 07:20 on 6 February.
The first flight from Amsterdam Schiphol
received a festive welcome at LCY with
the aircraft flying Dutch and UK colours
as it taxied to the arrival gate.
Declan met Boet Krieken, Managing Director,
KLM Cityhopper and Warner Rootliep,
General Manager Air France-KLM Great
Britain & Ireland, who were on board, to
welcome KLM back to the airport.
Frequencies will be increased on 26 March
to four flights per day, in time for the
commencement of the KLM summer schedule.
Welcome back KLM!
LCY share the love
We were making passengers feel loved on
14 February, giving away free Love Hearts.
Here’s Pam Kaur and Ryan Hambasha
making our passengers smile.
British Airways is launching a new
year-round service to Milan, Italy
from London City Airport.
The new route to Milan’s Linate Airport will
start on 24 April with two flights per day with
all flights operating on the Embraer 190.
Luke Hayhoe, British Airways’ general manager
customer and commercial, said: “Milan is
a very exciting route for us as it will appeal
to both business and leisure customers.
Business Travel Show
We attended the Business Travel Show at
the end of February, that’s Europe’s largest
specialised exhibition and conference, bringing
together 7730 European travel professionals.
Chris Clayton, Jet Centre Customer Service
Manager, Anne Doyere, Head of Sales UK &
Ireland, Jan Mackay PA to Richard Hill CCO &
Marketing Administrator and Florent Dupriez,
Marketing Manager manned the LCY stand and
also ran a competition, giving away seven pairs
of return flights, which had over 200 entries.
Florent Dupriez said, “We promoted everything
that London City Airport has to offer, from our
unique selling points of speed and proximity
to Central London to our latest news on West
Pier, CADP, the First Class Lounge and the
new Business Lounge. The event was a great
way to strengthen our relationships with airlines
with most of them visiting us on the day.”
The new service gives the choice of two
alternative London airports [City Airport and
Stansted Airport] with well-timed flights to Linate,
which is Milan’s most convenient airport.”
British Airways also announced new summer
routes to Skiathos, Greece and to Manchester,
which together with Milan means flights to 30
destinations will operate in British Airways’
colours from the Docklands airport.
World’s top 20
Like us, International Airport Review
is celebrating a key milestone this
year. It’s their 20th anniversary and
they’ve named the top 20 airports
worldwide... and we made it!
Here’s a little extract from their article on us.
“Not only was London City named the
Regional Airport of the Year award at
the CAPA World Aviation Summit in
Amsterdam, it also boasts the most
active Twitter account of any airport
worldwide (@LondonCityAir). Nestled in
the heart of the British capital, it is widely
considered the businessman’s airport.
Read it in full at
www.internationalairportreview.com
The ‘Love Plane’ visited seven airports
including London City, Manchester,
Belfast City, Cardiff, Birmingham,
Glasgow and Southampton.
Paul Simmons, Flybe’s Chief Commercial
Officer said: “In past years Flybe has
been responsible for a number of love
stories, from passengers sitting next to
each other on flights and falling in love,
to proposals mid-flight, so this year we
thought we’d quite literally put some love
in the air with our Flybe ‘Love Plane’!
We hope that people will enjoy ‘Following
Our Heart’ and join with us in sharing
this somewhat different approach to mark
Valentine’s Day. We look forward to seeing
some great photos and that the eventual
winner will enjoy flying off with us on a
special break to one of the most beautiful
and romantic cities in the world.”
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4

department updates
Surplus Food Collections
Danyal Aziz, Security Officer at LCY has
been working on a few projects behind the
scenes that have really come to life this year.
He told us, “Six months ago I came up with
the idea of getting our confiscated goods in
Security sent to a food bank. I contacted a
charity called Fareshare, who redistribute
surplus food. Unfortunately, due to the airport
closing fairly late at night they weren’t able
to collect the food, but they put me in touch
with a smaller charity called Plan Zheroes.
“Plan Zheroes are great, they are a platform
that provide food for smaller local charities.
Being based in the terminal, I get to see
the food wastage every night and they
said they could help with that too.
“We’ve started on a trial basis with Pret,
Panopolis and Illy so far. Boots are also
keen to come on board. Collections are
once a week to start with and the charity
we’ve been linked with is The Real
Inspiration Ministries based in Romford.”
Danyal has also been working on something
a little different for our confiscated
items, find out more on page 14.
Guess Who?
Look what was sent in to us recently.
Do you recognise the face in this LCY
pass that dates back to 1987? We don’t
think it’s changed all that much…
but the 80s hairdo definitely has!
The wiser among
you may have
realised her
name is printed
on the pass!
Work experience with Wendy
We ran the first Future Prospects programme
last year, which included giving 20 students
work experience placements at the airport.
In February Tija Asmonaite joined Wendy
Lee, Ramp Service Safety Delivery Officer.
She helped create checks for Traca monitoring
and designed an awareness poster which
she then delivered to the ramp agents.
Wendy said, “Tija was a very polite, wellmannered
young lady. She was shy at
first, but day by day her confidence grew.
She asked questions, ensuring she always
understood what was needed of her and
she remained courteous at all times.”
New Speed Gun
The Airfield Operations and Safety Unit will begin
using a speed gun on the airfield from next month.
Julian’s
monthly
health tip
March is the month to focus on
nutrition. Increase your intake of
fruits and vegetables to get more
nutrients and minerals into your diet.
Snacking on fruits between meals
is a great way to increase energy
levels at work as well as helping you
to manage your weight and consume
your recommended daily servings.
West Ham
Competition Winner
They’re promoting awareness of the dangers of
speeding with the aim to drive down the number of
speeding vehicles on the busy apron roads.
Check in with us next month when we will hear more about
the new device from Ryan Biggerstaff and the team.
All staff meetings
The first of our All Staff Meetings
we’ll be sharing that feedback with you as soon
kicked off at the beginning of February. as we can. Despite the near freezing conditions,
Thanks to everyone who braved the
we think the meetings were a success, but
cold and joined us in the Triangle.
we need to find out what you all thought.
Declan and Michael ran us through this
year’s priorities and challenges before
taking a quick look back at what you
achieved in 2016, take a look at pages 9
and 10 to see just a snippet of those.
We ended on something a little different and
Please give us a minute of your time to fill
out our feedback survey. It’s anonymous,
so please do be 100% honest! You can
find the link to the survey in our eBulletin
or type the below into your browser.
https://www.research.net/r/ZD3QZQP
You’re hired!
Welcome to Team LCY...
Andy Surridge
Ramp Services
Cody Bennett
Ramp Services
Courtney
Thomas
Ramp Services
Dhanish
Mehmood
Ramp Services
Enosch Pedro
Ramp Services
Jake Ryan
Ramp Services
Michael Gatt
Ramp Services
Monsur Alio
Ramp Services
Tony Whichelo
Ramp Services
Thomas Hewitt
Northolt
Ramp Services
Alvaro
Velazquez
Rozalen
Continuous
Improvement
Richard Hill
CCO
Sara Amaro
Ramp Services
Georgina
Murphy
Facilities
Management
Non-visible disabilities training
In February, a cross section of our customer
facing staff from customer services, terminal
front, security and our PRM provider Mitie,
completed training on welcoming and assisting
passengers with non-visable disabilities. Nonvisible
disabilities cover a wide range of conditions
including autism, dementia, learning difficulties,
impaired vision and hearing to name a few.
The training was provided by the Business
Disability Forum – a not-for-profit member
organisation which helps companies become more
disabled friendly. Staff learned how to recognise
signs of non-visible disabilities, how to identify
and remove barriers that these passengers may
experience by making small adjustments. The
feedback we have so far received has been very
positive. Terry, Terminal Front Officer said, “I
found it to be a very helpful session, especially
learning about people with hidden disabilities
and the way we communicate with them.”
Jamie from Security said, “I was unaware of
how useful the training would be until I attended
the session. I was able to not only learn about
different kinds of disabilities but, also how to deal
with them if a difficult situation were to arise.”
Congratulations to
Andre Frois!
He won an academy match day experience
for two at the London Stadium.
Enjoy!
New Uniform for the hosts
Here’s Samatha Hicks with Departure Lounge
Hosts, Mohan, Gemma and Ines. Check out
their new uniform, looking pretty dapper!
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60
Danyal
seconds
with Samantha Hicks
LCY Auction
Ever wondered what happens to confiscated items at
security? In the past some items have been given away
to charities and regrettably lots have been disposed of.
from Security spotted an opportunity
and been working behind the scenes on
something completely new that will be of real
benefit to local charities and also to you!
All sealed items of value that are
confiscated at Security will now be
uploaded to an online auction site which
is available to all LCY employees.
All items will be sold at 60% of the best price
found online so you can bag yourself a bargain
while also supporting two local charities.
50% of the proceeds will go to Richard
House Children’s Hospice and 50% will
go to Plan Zheroes, a London-based
charity who inspire food businesses to
give their surplus food to those in need.
Once you’ve made a purchase, print off your
confirmation and take it to Customer Services
where your item will be ready to collect.
The site is already up and running
and will be updated regularly so
take a minute to check it out!
32auctions.com/lcy
Samantha Hicks has worked at the airport for 12
years, starting as a GT customer services agent. She’s
now a Commercial Services Manager based in CAH,
although she admits she likes to support all aspects
of the business and get involved in whatever she
can, managing the performance of the concessions
is her day job, so you’ll often find her in the terminal
and departure lounge. Samantha joined us for this
month’s 60 second interview, here’s what she said.
What was your first ever job?
First paid job was at 14 - cleaning my neighbour’s
rabbit hutch for £1.00 (cash in hand). I’ve made
nuts and bolts, been a waitress and I also went to
college for three years and qualified as a chef.
What was your dream job as a child?
Air stewardess, but I wasn’t tall enough. Funnily
enough when I returned from working overseas I got a
job with BA and British Midland (I’d grown an inch) but
never took them up as the airports were too far away
– that led me to LCY and the rest as they say, is history.
What’s your favourite thing to do
when you’re not at work?
Skiing and now because of work cycling
What’s the best thing you’ve achieved at LCY?
Recently I was asked by two senior exec members
to help introduce a dedicated Departure Lounge
Host team (they are amazing) this was an
instant success and on a more personal note
completing every charity bike ride with a great
mix of misfits from every dept. Everyone thinks
it’s for professionals, believe me it’s not!
What is the best advice you’ve ever been given?
From my Dad – always be early to everything.
And the worst?
Last year when we set off on our bikes for Dover
in the rain – that the storm would blow over!!!
What’s your most hated word or phrase?
I hate it when people say “my bad”
what does that mean!?
If you could have any job in the world for a week, what
would it be?
Declan’s job, but if that’s not possible, then
testing all the facilities at a 5* hotel in Dubai.
What’s the best thing about LCY?
We’re still small enough to be able to go the extra mile
for our passengers. It’s great when passengers take
the time to write in and compliment us, we can offer an
extraordinary service and it still has a big family feel.
APRIL SCHOOLS PARTY
Venue: Fox@ExCel
Time: 7pm
Price: £10 per ticket
Theme: School uniform
Get your ticket for the April Schools Party,
organised by a colleague from Menzies Aviation.
Proceeds from the party will go to Macmillan
Cancer Research and Teens Unite.
On the night you’ll enjoy a live band
and see some celebrity guests, but
we can’t tell you who just yet!
For tickets contact Karim
Karim.Ades@menziesaviation.com
Employees, friends and family are welcome but must be over 18
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9
10

The
West Pier Team
13 people make up the West Pier Project Team which
consists of three main pillars: project management,
commercials & controls and construction and in this article
the team walk us through each of those very different areas.
Mano Belivanis, manages the
commercials and controls for the
project and gave us an insight
into pre-construction phases.
“The original idea began in 2012.
The design was refreshed in
2014 as an enabling project for
CADP, to allow the airport to
maintain passenger numbers
during construction.
“In 2015 an improved concept
design was proposed and later
a new “look and feel” scope was
introduced. Due to a hugely
successful year for LCY and
a vast increase in passenger
numbers that year, we were
no longer able to close stands
and gates for construction, so
timescales were lengthened, we’ve
worked around disruptions and
unexpected changes, working
in a live operation with airport
operations and stakeholders
to get the work done.
“Working with a 30-year-old building
in an area with lots of history brought
many complexities with it. Before
construction, an unexploded ordnance
survey had to be carried out in case
there were bombs from WW2 on site.
We found out from the Environment
Team that there was once a paint
factory, roughly where Ledger Village
is, so the area had to be checked for
led contamination – we hadn’t originally
planned for this;
both are examples
of some of the
things that came up
and altered the plan.
“Nicky Wright,
Contract
Administrator,
has been a great
addition to the
team dealing with
the majority of the
smaller contracts
and in doing so
has taken the
pressure off of the
more challenging
accounts.
“Graham Vinters, Senior Planner,
has been a tremendous help with
the schedule of works, he enabled
LCY to build a plan with foresight.
“Neil Taylor, Senior Contract
Administrator, with a vast wealth of
experience carries out the formal
and contractual side of the team
and maintains change control.
“Marcela Babulova, Project
Admin, provides superb
support, communicating with
the ID unit and accounts and
assisting the CADP team.
“Dave Hodgkinson, Handover
Manager, takes documentation from
contractors in order to handover assets
and areas to Building Services. We
have outside assistance too from the
Projects programme-wide team when
we get to the peaks of our workload
and this is hugely appreciated.
“Because of the intense nature of
this project, the team have to have
an understanding of each other
and we’re extremely frank with
each other, which is a real benefit
to the team and ultimately LCY.”
A huge part of the project is
construction, which happens day and
night. Steve Cloake and Chukwudi
Ononogbu (better known as Chuki) are
both Field Engineers in construction
management. Chuki manages the
Top left to right: Ian Moore, Harminder Rehal, Chukwudi Ononogbu, Neil Taylor, Steve Cloake.
Bottom left to right: Andrew Sargeant, Marcela Babulova, Nicky Wright, Mano Belivanis
Mano Belivanis
civil aspect of the project and tells
us his key objectives are, “delivering
the project on time and in line with
the programme and making sure it’s
delivered to the right quality and design.
Something not to forget is safety – it
has to be safe for staff and passengers
at all times. I go on site and liaise with
contractors to look at progress and
understand challenges that we face.
I inspect the works and keep a daily
diary so I can analyse where we are
each day. Customer experience can’t
be compromised by site activities and
it’s something I have a close eye on.”
Steve manages the mechanical,
electrical and public health (MEP)
aspects of the project, “Generally, I
coordinate the MEP contractors and the
design team, ensuring that we comply
with British standards and meet the
work specifications and
that new systems are
tested, commissioned
and made safe before
being put into service.
I review the daily
progress and manage
the integration of MEP
services to existing
building systems. In
short, say we add a
new desk; I need to
think about the power,
the equipment and
everything that’s needed
so that it’s operational.
“External works happen
at night and the safe
handback of the airfield to AOSU each
day as well as the Terminal Manager
is absolutely fundamental. The volume
of work that occurs when the airport
is closed is vast, with up to 80 people
working on up to 15 work sites along
the pier. Geff Francis, Colin Burrell
and Dragos Zaharia are the main
guys from LCY that make sure the
works are completed and that come
operational hours, we have handed
over from construction to operation.”
Andrew Sargeant is the Project
Manager for the West Pier Project,
“I started my career in project
management 10 years ago. It’s
an extremely varied role, very
interesting and always challenging.
Essentially, I oversee every detail of
a project, working with a team who
are each specialists in their areas.”
We asked Andrew to explain his role
without using the words ‘project’ or
‘management’, “It’s about maintaining
progress and making sure we are
delivering the works to a programme
while resolving any issues that could
Chukwudi Ononogbu, Steve Cloake, Andrew Sargeant and Mano Belivanis
11
12

keep the pier running while we are
rebuilding the expanded IT network.
The delivery of IT rooms, network
changes, departure screens and media
screens, Sita equipment, CCTV, Crowd
Vision and Wi-Fi is managed through
the West Pier team working with our
colleagues in the LCY IT department. My
IT Project Manager counterpart, Stuart
Edwards, has been working with us
from the project’s early days, and with
Andrew Bertram has made sure the
pier is operational on a daily basis.
“In the next month, the new gate 9 & 10
seating area will open, which will complete
all the new boarding gates. We’re building
a second staircase for those gates to
create independent boarding flows. Other
ongoing works will be continuing with the
re-cladding of the existing gate lounges on
the ground floor and installation of the two
new passenger lifts. We’re pleased to say
that we are edging closer to the completion
of the West Pier with every day.”
Andrew Sargeant
cause delays or increase the costs.
Risks and issues that can have such an
impact are inevitable, it’s quite normal
for situations to arise that couldn’t have
been planned for. Regardless of these
challenges or opportunities, we still have to
“Trying to build a major extension and
refurbishment around the operational
environment hasn’t been easy. We’re
constrained by operational staff, ground
services vehicles and aircraft on one side
and passengers within the pier on the
other. Trying to build a 6m extension in a
6m space, with operations on both sides
“External works happen
at night and the safe
handback of the airfield
to AOSU each day as
well as the Terminal
Manager is absolutely
fundamental.”
Out with the old…
Steve Cloake and Chukwudi Ononogbu
…and in with the new
deliver the project whilst also making sure
that the works don’t impact operations.
“In order to ensure a safe delivery of
the works and have minimal impact on
operations, we are in frequent contact
with Airfield Operations and Terminal
Managers, with daily handovers. We work
with the Commercial Department to deliver
what’s required to generate revenue
from the pier – that’s new concessions
and advertising space. There is ongoing
communication and handovers of new
assets and spaces to Building Services;
they need a full understanding of the space
which they’ll be maintaining in the future.
“For IT, it’s about making sure that all
IT based operations are working to
and below is sometimes complicated.
The constant battle of trying to deliver
works and phase the opening of new
spaces, sometimes in a temporary finish,
while ensuring the safety of everyone
has been a huge challenge. Though
it’s all worthwhile when we open a new
area and it looks just like the visuals.
“The project was all about creating space
and a greater passenger experience.
More space for passengers with increased
gate sizes allowing for current aircraft
which has changed over the last 30
years. It also acts as an enabler for
CADP, by creating additional space
and passenger facilities during the
transformation of the departure lounge.
West Pier Facts & Stats
Approximately 1600m2
additional floor space added
On average gate lounges
have doubled in size
Over 600 seats added
Over 400 tonnes of steel used
130 piles installed to support
the new structure
280m of raised floor
Over 300m of temporary
hoarding constantly being
changed and moved
4 new concession units built
13
14

Brick Lane Brews
London City Airport feels more East London than ever before thanks
to the arrival of Brick Lane Brews who opened back in January.
Serving the freshest salt beef, the tastiest beigels, the finest coffee
and, what they tell us is, the best beer, the café-bar is the first of its
kind for Truman’s and has been turning heads and tantalising taste
buds ever since. Angelo Palam, General Manager tells us about
Truman’s new venture at the airport and what role he’s played in it all.
New
Access
Control
System
‘’When I joined this exciting project it was still at the genesis stage
and I am proud to have been given the opportunity to have had
such an involvement in the creation of this brand. There is so much
pedigree in the Truman’s name and in the quality of its beer and it’s
great to be given the responsibility of keeping the history alive.
“Working with me is my assistant Castelo Gil Castelo who is a
dead lookalike for Romeo Santos, the American singer and actor.
Then there’s Jasper Hossack who is Head of Marketing and
who will be sending you all our exclusive offers, Nick Lockwood
who deserves a special mention as he has the important task of
cooking our delicious salt beef, but more importantly...delivering
our beer! And how could I forget, James Morgan, the big boss
who brought the name Truman’s back into our vocabulary.”
For those who (somehow) haven’t heard of Truman’s, they were
established in 1666 on Brick Lane in East London. In the 1800s,
they were the biggest brewery in the world, sadly in 1989 their
pubs and breweries were sold and Truman’s closed its doors,
but the name remained and can be seen across the E1 postcode.
Jumping to the 21st century, James Morgan and Michael-
George Hemus, two local beer-enthusiasts have reestablished
Truman’s, basing their comeback on the
principals that first made Truman’s successful: great beer
and a profound respect for pubs and pub culture.
“Truman’s is also London’s oldest brewery which is still serving
arguably the best beer in London! Which is effectively our trademark
but it’s not all about the beer at Brick Lane Brews, we also have a
selection of artisan products like some of our best-sellers, the saltbeef
beigels and the Shropshire blue & caramelised onion sausage
roll. The new chicken & cranberry is getting a lot of attention now too.
“Nothing says ‘East London’ more than Truman’s, so we’re very
happy to finally be here at London City Airport which has played
a significant part in the transformation of the East London”.
Offer applies to
all airport staff
on sight of an
authorised pass.
IT are updating and improving our access
control system. The new airport-wide
system will be installed later this year.
New card readers will be fitted across the
entire airport and new highly secure ID
cards will be introduced to all staff onsite.
The new system is used at 80% of
UK airports and will be fully rolled
out by the end of July 2017.
Watch this space for more details on
how to get your upgraded card soon.
15
16

LCY FIREMEN TO RUN
THE MARATHON
Stephen, Tolo and David from the Airport Fire Service are
running the marathon this year. Dig deep and support them!
Visit their fundraising pages and be generous
www.justgiving.com/fundraising/David-Knight84
https://www.justgiving.com/crowdfunding/stephen-colyer-1
GENEROUSITY GOES
A LONG WAY
A passenger called Sarah was flying to Zurich from LCY
recently.
She was sat in the departure lounge and Mohan, Departure
Lounge Host, noticed that she looked upset.
He started up a conversation to see if he could help and
learned that she had forgotten her cards and money at home
and had no way of getting any cash for her trip.
Mohan, being the generous man that he is, gave her all the
cash he had with him which amounted to £70!
Sarah returned a week later with an envelope containing £90
and a big thank you!
Exceptional customer service, well done Mohan!
In the next
edition of
Airport Life:
Customer
Services
THANK YOU NOTE
FROM PASSENGER
Have a read of this email from passenger, Rick. He got in
touch with Terminal Manager, Trevor to thank the team
for keeping something special safe for him.
Just taking a few minutes to thank you very much for
taking care of my guitar maintenance tools that I was
unable to take aboard my flight to France.
Today I received the package all intact priority mail! This
was indeed a very nice gesture. Of course, I understand
why you will not allow us to take certain things onboard
(though I was not specifically aware of these items being
a flag).
Actually, the flying public ends up being quite relieved
that there are no exceptions. It’s a minor inconvenience
as we’d rather on the safe side.
Again, many thanks, all the best.
Rick
FIRST AID
CALL
Saman and Kobir from CSC attended this
first aid call, well done to you both! The
passengers got in touch the very next
day and sent this message.
I would like you to extend my warmest
thanks to your first aid people, who took
it very seriously and very professionally
when we told them that my wife, Anne
had had periods of feeling unwell while
coming to the airport on the morning
of Monday 20th February. They both
comforted us and advised us, just
to be on the safe side they called an
ambulance. They were both very kind
and very professional, making us feeling
as if we were at home.
Thank you to them, and thank you to
London City Airport
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