AL_June_High res

june 2017
Inside
The
Future of
technology
at lcy
60 seconds with
Bernard lavelle
New CCTV Control Room
Henry Heming
on plane spotting
Digital Tower
Announcement
on pages 5 & 6

General Election
THURSday 8th
The British Public decide
World Para athletics
Championships
Wednesday 14th – 23rd
2017’s event takes place in the capital
Last month we announced the news
that London City Airport will be
installing a digital control tower to
be ready for operation in 2019.
We are building for the future and going digital is a huge opportunity for us
to be more efficient while also improving safety at London City Airport.
Trooping the colour
Saturday 17th
The Queen’s Official Birthday Parade
Father’s Day
Sunday 18th
A day dedicated to Dads!
Working with NATS, the UK’s leading provider of air traffic control
services, and Saab Digital Air Traffic Solutions, we will be the first
airport in the UK to adopt the cutting-edge technology and I’m sure
you’ll agree, it’s a very exciting time to be a part of the airport.
Keeping with the theme of technology, this month’s Airport Life focuses on our IT
team. They play a fundamental role in the smooth running of the airport, maintaining
existing IT infrastructure and introducing new solutions into the operation. Andy
and Mark from the team will talk us through some of the touch-points through a
passenger’s journey as well as the new tech that we will be trialling this year.
State Opening of
Parliament
Monday 19th
Most important event in the
parliamentary calendar
By now, you should have all received the new 30th anniversary pin badge. The
Communications Team were busy visiting all departments and partners at the airport
and were also giving away on-the-spot prizes including limited edition T-shirts and
hoodies and free lunches, coffees and gift boxes from our new concession Ladurée.
I’d like to welcome Ladurée, the famous French patisserie, to the
London City Airport family. You’ll find them in the Departure Lounge
just beyond Central Search, so treat yourself to a macaron!
Royal Ascot
Tuesday 20th- Saturday 24th
Britain’s most popular and most
fashionable race meeting
Alison FitzGerald
Alison FitzGerald
Chief Operating Officer
Editor - Kimberley Hayden
Cover Photography - Andrew Baker
Magazine design - MRDEETEE.co.uk
Image by Ben Walsh
Greenwich+Docklands
International Festival
From Friday 23rd
Innovative art and family fun
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2

department updates
Sign up to all our latest news by emailing
kimberley.hayden@londoncityairport.com
30th Anniversary
pin badges and prize
giveaways
Teams were out all across
London City Airport at the
end of May giving out the new
30th anniversary pin badge.
Over 1000 pin badges were distributed,
but if you missed it head over to CAH
reception or the information desk in the
We hear they’ve been creating a
lot of buzz among staff!
Continuous Improvement together with
IT have been working on the new custom-
New Boarding Gates Trial
Two newly-designed boarding gate desks design boarding gate desks with the goal of
and workstations were installed at Gate increasing processing capacity and improving
21 recently and are currently on trial.
passenger experience at London City Airport.
terminal to pick up your pin badge.
Were you lucky enough to win one of the
limited edition 30th anniversary hoodies? 30
of them were given away as well as T-shirts,
Ladurée macarons, Pret coins and free coffees.
The top prize was 2 flights to Amsterdam – the
winner will be announced in the eBulletin.
The new design moves away from the traditional
set-up of staff behind desks and allows staff
and passengers to interact side by side.
Fire, Health & Safety
Myth of the Month
“It’s fine to wedge open
a fire door for a while if
it makes life easier.”
This is absolutely not true!
Fire doors are provided, to protect the safety
of the occupants of a building. In the event
of a fire, they stop smoke spreading into
corridors and stairs – providing they are shut.
Leaving fire doors wedged or propped open
disregards the safety of others. It is also against
the law. Recently the Fire Brigade have told
us that they are carrying out checks and may
take photographs for possible prosecution.
In other words, we have been warned!
Don’t wedge or prop fire doors open; if you
see a wedge or prop, remove it; if a door is
defective, get it reported on the SHE portal
https://sheassure.net/londoncityairport/
Portal/Portal/Index
Julian’s
monthly
health tip
Try to incorporate weight
and resistance training
into your working week.
This does not necessarily mean going
to the gym and lifting weights. It
can be done at home using your own
bodyweight! Resistance training such
as squats, press-ups or lunges are great
examples for both building muscle
and toning your body. These exercises
also help in focus and balance which
in turn helps to prevent injuries,
back pain and reductions in bone
density due to inactivity and age.
Never use a radio
UNATTENDED ITEM?
This Could Be Anything Not Necessarily a Bag
What you need to know!
Look and ask for witnesses
Never touch or move the item
Contact Security on 7777
Body-worn cameras for
Terminal Front Officers
After a successful trial period, the bodyworn
cameras have been rolled out to
the entire Terminal Front team.
Do not allow anyone to disturb the item until security arrive
In a situation where a passenger becomes
verbally or physically abusive or threatening,
the Terminal Front Officer has the ability to
turn on the camera to capture the offence.
It’s another level of security for the team that
will hopefully deter aggressive behaviour.
New tugs arrive
at LCY
Check out the brand new tugs that
arrived at the airport recently. They’ll be
deployed very soon, watch this space!
You’re hired!
Welcome to Team LCY...
Ellie Gardner
Security Officer
Erim Salam
Security Officer
Indre
Suliauskaite
Security Officer
Jane jackson
Security Officer
Svetlana Dreval
Security Officer
Brigita
Kancauskute
Security Officer
Catia Beveridge
Security Officer
Claudia
Fernandes
Security Officer
Anna Ozkan
Security Officer
Ioana Oros
Security Officer
Agnes
Olowogboye
Paralegal Intern
Gill Stewart
IT & Business
Project Manager
Laura Wilson
Strategic Finance
Business Partner
Andrew Keiler
CCTV Operations
Officer
Brian Cottham
CCTV Operations
Officer
Despina
Soteriou
CCTV Operations
Officer
Loraine Guy
CCTV Operations
Officer
Maurillia
Simpson
CCTV Operations
Officer
Paula Binding-
Reece
CCTV Operations
Officer
Ruel De Guzman
CCTV Operations
Officer
Stephen Baker
CCTV Operations
Officer
Adem Yildirim
Ramp Service
Agent
Algis
Stankevicius
Ramp Service
Agent
Anthony
Breakwell
Ramp Service
Agent
Ben Loveday
Ramp Service
Agent
Charlotte
Barnett
Ramp Service
Agent
Chu Nim
Ramp Service
Agent
Felix Viney
Ramp Service
Agent
Gary Finn
Ramp Service
Agent
Michael Baptiste
Ramp Service
Agent
Mohamed
Ibrahim
Ramp Service
Agent
Nicholas
McCormick
Ramp Service
Agent
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Digital Tower
The plan
> A digital tower is a cutting-edge proven
means of providing air traffic control
services for an airport. Live images and
data will be sent via super-fast secure
fibre networks to a brand new off-site
control room at NATS in Swanick.
> The new digital air traffic control tower
will be constructed entirely from scratch
to replace the existing air traffic control
tower which is now over 30 years old.
> Construction is due to begin at the end
of 2017 and the tower will be operational
in 2019 after approximately 15 months
of testing and proving the operational
readiness. During this time, the existing
ATC tower will still be operational.
The technology
> This is cutting-edge and
proven technology that has
completed 10 years of research
& development and live trials.
> 14 High Definition cameras
will provide a full 360 view of
the airport in a level greater
than the human eye.
> Two pan-tilt-zoom cameras can
magnify any part of the airfield up
to 30 times for close inspection.
> Displays enhanced with
augmented reality style maps
and aircraft data for increased
controller awareness.
The benefits
> As a business, we must
plan for the future and
this is leading edge
technology which will
future-proof the airport.
> NATS, the UK’s leading
provider of air traffic control
services, recommends
that the existing tower
be replaced with a digital
solution, offering safety and
operational advantages, as
well as improving resilience.
In our 30-year history London
City Airport has regularly been
the first in the industry to adopt
the latest innovations in our
operation and have often led the
way in passenger-focussed and
safety-enhancing technology.
Now we are getting ready to set a
new standard for the global aviation
industry. In May, we publicly announced
the news that with the support of
NATS we will be the first in the UK
to install a digital air traffic control
system which includes a new tower.
Here you’ll see the plan, the technology
and the benefits and you can also
see a video on the announcement
on our Facebook page www.
facebook.com/londoncityair
The tower will be located in the
long-stay car park and will be
ready for operation in 2019.
You may have seen the crane in the
car park earlier in the year, which was
there to capture footage from the same
vantage point as the new tower.
Keep up to date with the latest updates and developments of the tower in our weekly eBulletin.
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6

Everyone is passionate about something,
but what could be better at an airport, than a
passion for planes? With its unique location and
unparalleled views of Canary Wharf and the
City, London City Airport has become a hotspot
for AV geeks, and few know more about the
aircraft travelling to and from the Docklands
than aviation enthusiast, Henry Heming.
Henry, who’s a Turnaround Manager for
Menzies, has been part of the LCY family for
just over two years. Before he leaves the airport
to start a new career at the CAA, we joined
him out on the apron and got to spend some
time with one of London’s most passionate
plane spotters, here’s what he told us.
“I remember my first ever flight, it was from
Gatwick to Ghana. I was very young, so can’t
be 100% sure, but I’m pretty confident it was
a Boeing 777. I can recall that memory more
than anything. Really I was a late bloomer, I
started to love planes at the age of 6, but didn’t
start plane spotting until I was about 18.
“Just after I finished secondary school and
was going to start college, I realised that I
wanted to follow a passion that I’ve had for
a long time, but didn’t really know what
to do. Then university came around and
I found the perfect degree at the London
Metropolitan University, Aviation Management.
And that’s when it really took off!
“When I’m plane spotting, it’s just me and the
camera – it gives me time to myself. LCY is
one of the best spots in the UK for an AV geek
Henry Heming on
Plane Spotting
and I’m sure many would envy me getting
to be so close to the planes and to the action
of the airport – it’s a plane spotter’s dream.
“For anyone keen on the hobby, the best
location at London City is the Sir Steve
Redgrave Bridge, from there you’ll get a
great view of the runway and Canary Wharf.
Other fantastic spots are on Myrtle Avenue
for Heathrow, which is known as a plane
spotter’s paradise, and one of my personal
favourite is at Zurich Airport!! They have an
observation deck so you can see everything
that’s going on. The dream destination for me
is St Maarten, that’s the top spot! Just to see it
and to say I’ve been there would be amazing!
“I’ll be leaving the airport and starting at the
CAA as a Radio Licensing Specialist in June.
I’m seriously going to miss the buzz of LCY,
the buzz of it all, everything happens so quickly
and it can be quite something to see and of
course I’ll really miss seeing the planes!”
If you didn’t catch Henry on the ITV
London 6 o clock news back in May, look
out for the link in our weekly eBulletin!
Here’s Henry’s Top 5 Snaps
1. A BA Embraer 190 arriving
into LCY at sunset with the
Canary Wharf skyline
2. A Boeing 747-400 in BA livery taking
off out from Heathrow Airport
3. A Boeing 777-300ER in Turkish
Airlines livery also taking off
out of Heathrow Airport
4. A BA Embraer 190 arriving into
LCY after its trip from Zurich
5. An Airbus A380 in Emirates livery
arriving into Los Angeles from Dubai
1.
2.
3.
4.
5.
A PL NE AND SIMPLE
GUIDE TO AVIATION GEEKS
You might know them as ‘plane spotters’, ‘aviation geeks’ or simply ‘AvGeeks’ – a thriving community of
dedicated and knowledgeable fans who love all things to do with aircraft and flying. London City Airport’s
recent survey of aviation enthusiasts sheds new light on this growing fan base and dispels a few myths
about plane spotters in the process. Some of the results may come as a surprise…
Have a
degree or
diploma
49%
have travelled
abroad to
plane spot
70% travel
on a plane
3 times or
more per year
33%
named St Maarten’s
Princess Juliana
International Airport (SXM)
as their no.1 dream
spot, followed by
Los Angeles (LAX)
62% aged 34 or under
38% aged 24 or under
1% are over 65 years old
50% visit an airport
at least once a month
for their hobby
59% can identify
planes by the sound
of the engine alone
48% prefer
a city break
over any
other type
of holiday
47%
use Twitter
for their
hobby
Just 1% have
never been
on a plane
are married or
in a relationship
53% were
under 12 years old
when they first
started plane
spotting
23%
have been to more
than 21 airports
to plane spot
60%
also engage in
photography as a hobby
14% spend in
excess of £1,000
on their aviation
interest each year
male
FlightRadar24,
YouTube and
Facebook
are the most
popular online
platforms
*A total of 581 survey entries in February 2017
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8

60
seconds
with Bernard Lavelle
Bernard Lavelle joined London City Airport on 17th
November 1988, starting as a Temporary Marketing
Assistant. Almost 30 years later, Bernard is a Sales
Director, responsible for bringing in new airline
customers, new routes, increased frequencies
and managing existing airline customers. He
joined us for a quick-fire 60 seconds interview.
What was your first ever job?
Retail Supervisor at M&S… in the lingerie
department! I was dealing with problems on the
floor, and managing staff, but I was also the go-to
person for customers who had issues with their
items. They were often a little surprised when the
19-year-old male supervisor turned up at the till.
What was your dream job as a child?
Like most kids I wanted to be a footballer, cricketer,
golfer… but never had the skill for any of that!
Tell us about your most memorable day at LCY
The runway extension in October 1992 and the first
commercial jet landing with Crossair who are now Swiss.
What’s your favourite part of the airport?
Definitely the terminal and departure lounge,
you get a real feel of what it’s all about in there
when you engage with staff and passengers.
What is the best advice you’ve ever been given?
“People buy people” – if you’re going to sell
anything to anybody, you could have the most
fantastic product in world but if they don’t buy
you they are never going to buy the product.
And the worst?
In the early days – “you might want to consider
leaving the airport, it will be closed down
tomorrow” quite frequent advise actually.
What’s your most hated word or phrase?
“Crucks of the matter” I can’t stand the word crucks!
If you could have any job in the world for a week,
what would it be?
I think it would be carrying Rory
McIlroy’s clubs at The Open.
The famous patisserie opened in May just beyond Central Search with a selection of their products ranging
from teas, jams and candles to chocolates, gift boxes and of course their luxurious macarons.
Perhaps now the prettiest part of our
Departure Lounge, the world-famous
Parisian patisserie in now open. Ladurée
has spread around the globe and can
already been experienced at other iconic
London locations such as Harrods and
Covent Garden and their latest venture
has them open for business, here in
the only airport actually in London!
Gosia Baree, manager of Ladurée at
London City Airport and the boutique
in Cornhill in the City, gave us a
flavour of the luxurious, Ladurée.
Tell us about Laduree, and the story
behind your company?
This is the story of Ladurée…The story
of Parisian tearooms is intimately linked
to the Ladurée family story. It all started
in 1862, when Louis Ernest Ladurée, a
man from the South West, and a Miller
by trade, created a bakery at 16, rue
Royale in Paris. In 1871 a fire led to the
conversion of the bakery into a cake shop.
At the end of the century, Jules Cheret,
the famous billboard designer, was in
charge of the decoration of the cake
shop. He was inspired by the pictorial
techniques used for the ceilings of the
Sistine Chapel and the Opera Garnier.
With the development of Parisians cafés
at the time of the Second Empire, Jeanne
Souchard, Ernest Ladurée’s wife and
the daughter of a famous hotel-keeper
in Rouen, had the idea to mix styles:
The café and the cake shop therefore
giving birth to one of the first Parisian
tearooms. They had one considerable
advantage over the café: women were
welcome and free to come at any time.
A place with such refined atmosphere
and rich historical background attracted
David Holder and his father Francis,
founder of the Holder group. Together
they decided to purchase the famous
House and then upgrade and extend
it. David Holder, its chairman, insisted
on keeping the great classics which
gave the House its reputation, and
turning it into the quintessential venue
of Parisian pastry creation, in its shops,
restaurants and various tearooms.
Where else can we see your products
and what products are your
favourite/most popular?
The most iconic and popular product
is our macaron. Bestselling flavours
are caramel and rose. Our individual
patisseries (not sold at London City
Airport but in our boutiques) are divine
and compared to “Art” patisseries.
What do you want customers to
remember about your company?
Ladurée is “l’Art de vivre à la Française
(or French Art de Vivre), a gourmet
experience, the world’s best &
most famous macaron.
How long will you be based at LCY?
One year to begin with.
Why have Laduree chosen to trade at LCY?
London City Airport is seen as the best
UK airport. With great transport service
links and a strategic location near the
business district of Canary Wharf,
Ladurée will benefit from the footfall of
business travellers and those travelling for
lesuire to destinations all over Europe.
Do you offer a staff discount?
Yes! We offer 10% discount on all our
products. Just show your pass.
We’re celebrating our 30th anniversary year in 2017.
What year in your life has been your most memorable?
I’d have to say 1996. The year my son was born and also
the year I won my first golf competition at my local club!
9
10

The Future of
Technology
at LCY
As a department we are involved in a multitude of
business projects throughout the airport, and I would
go as far as saying that in my time here we have
been involved with every facet of the business.”
“IT influences and assists everyone’s everyday
responsibilities, from the time you clock in or
open an access controlled door, to when you buy
your sandwiches for lunch, IT is at the forefront
of the process. IT has become, and continues to be
fundamental to the running of the airport, and it is our
job to keep striving to find better and more efficient
ways of ensuring this continues, whilst also planning
for the impending future growth of the business.
“We are making some huge changes to the
underlying infrastructure in order to facilitate
this, and much of it will be almost invisible to
the majority of LCY staff, as an example we are
implementing a whole new fibre backbone across
the airfield to ensure we have the best possible
platform to build on for the future, whilst ensuring
maximum uptime for our critical services. This has
never been done before, but will be a huge step in
the right direction in terms of us being able to meet
the growth needs of the business. Most people in
the airport will not even notice the changes, but
rest assured it is happening and will bring greater
connectivity to all areas across the airport.
“In our roles, we work with all departments throughout
the airport to design and deliver new systems that
will support the ever-increasing demand. I’m not only
responsible for ensuring the solution meet’s today’s
requirement, I ensure that the solution will bring
benefit to the business through the CADP and beyond.”
Mark continued, “Our close engagement with
Continuous Improvement and Operational Teams
starts when a problem statement or strategy is
formed, we then work with all relevant parties to
develop the business case and roadmap, we then see
the delivery of the business case objectives through
to completion and handover to the business.”
Check-in at LCY
In the 21st century, it’s pretty much impossible
to imagine a world without technology.
It’s relied upon from the very moment we
wake up to the sounds and vibrations from
our smartphones to the minute before we
go to sleep, just before the last scroll of our
newsfeed in fear of not seeing that unmissable
meme. And all of those times in between,
almost everything we do, touches technology.
For a London City Airport passenger, this is
no different. Even before arriving at the only
airport actually in London, passengers have
already been dependent on countless systems;
from booking their flight, learning about the
airport on our website, and for 60-70% of our
passengers, checking in online. This month,
we explore some of the touch-points through
the customer journey at LCY and take a look at
the new tech being introduced to the operation.
First though, we needed to meet the team.
Stuart Edwards heads up the Information
Technology team as the Chief Information
Gill Stewart, Monica Vlad, Richard Hull, Ellie Papworth, Greg Handley, Stuart Edwards,
Lorraine Williams, Winston Robinson, Andrew Bertram, Mark Dunkerley
Officer (CIO) with overall responsibility for IT
at London City Airport, he told us, “The airport
is a unique environment and one where we aim
to be at the forefront of innovative technology.
IT allows the airport to run, it’s the vital link
between all of our critical services and this year
we will introduce new technologies that will
help our operations be even more efficient.”
Lorraine Williams, Head of Service Delivery
said, “We want our customers to enjoy a
continuous and seamless journey through the
airport, and IT is a huge part of that experience.
As a team we work to ensure that every IT
touchpoint across the airport is well maintained
and that any issues that do occur are resolved
quickly and with minimal service impact.”
Greg Handley, Head of IT Projects &
Programmes is responsible for the project
delivery team who collectively manage a
portfolio of around 30 projects. Greg told
us, “Our role is to effectively deliver change
across our business, enabling LCY through
the implementation of IT solutions. From
building the business case to handing over an
operational solution - there are a number of
exciting projects underway at the moment.”
Mark Dunkerley, IT Programme Manager,
and Andrew Bertram, IT Technical Architect,
are part of Greg’s team and were at hand
to talk us through the tech at the airport
and how they play a part in it all.
Andy told us, “Our roles might not be what
you’d think of as traditional IT roles. Our
involvement in the business has broadened
significantly over time, with IT having a much
greater reach than just the technical aspects.
Mark said, “There are different options
for our passengers to check-in and
they vary in popularity depending on
the airline and passenger profiles. As
you enter the terminal, we have 26
self-service check-in kiosks, a total of
23 check-in desks and we also have
4 fully mobile check-in workstations,
which are great for disruptions as
the system moves to the passenger.
“Online check-in is an increasingly
popular choice for passengers of
most airlines. Once a passenger has
checked in online, with hand luggage
only, they can choose to go straight
to the security screening areas and on
to the departure lounge. A passenger
with luggage for the hold can just
drop their bag at the airlines bag
Mark told us about the new system
and tech that’s being introduced in
June, “When a passenger checks in
a bag, it’s given a tag and the tag
is then activated in the system.
“In the current process, a baggage
handler at Outbound Bags would pick
up the bag, remove a sticker from
the tag and attach this to a sheet of
paper on the appropriate trolley. It’s
an old-fashioned and very manual
process that is now changing.
“With the new system, baggage
drop desks and then head upstairs.
“As we see the percentage of leisure
passengers increase and the volume
of luggage rise, speed of bag drop
has become a crucial element of the
process. We are doubling the number
of bag drop kiosks through the summer
and introducing further operational
changes supported by new technology.
“In the future we will see online
check-in and self-service options
increase. We’re soon to automate the
passenger process further, to ensure
that higher passenger numbers does
not mean higher waiting times”.
Baggage Reconciliation System and Hand held Baggage Scanners
Ground Management Tool
“There are a number of services
involved in aircraft turnaround process,
Handling Agents, Caterers, Fuellers,
Cleaners, Ramp Services, etc…The
new Ground Management tool will aid
collaborative working for all parties,
handlers will have handheld scanners,
used to scan the bag tag and then
scan the trolley to confirm the bag
is in the right place. The turnaround
manager then knows that we have
received all bags. We can track bags
throughout the entire process.”
“It will be a requirement of all UK
airports as of next summer, but we’re
doing this now as it’s far more efficient.
It gives us much greater visibility of
baggage location and gives us the data
that we need to improve processes.
capturing essential process data and
presenting the data out to the teams.
“By integrating all the systems, we will
be able to make informed decisions and
improve the efficiencies of services.
Services will be able to avoid wasted
We can see how many bags
are expected, where they are,
what time they were checked
trips along the apron, as they
will have the most up-to-date
and correct information.
“The key goals are to reduce
the turnaround time and
increase on-time performance.
in and we can monitor peaks
and troughs for throughput.”
The ground management tool
will be rolled out through
the summer after lots of
training and feedback.”
11
12

AOA Safety Week
RUN FOR FOD (AKA FOREIGN OBJECT DEBRIS)
The first of its kind, the fun run on the runway took place on Saturday after the airport closed.
More than £250 was raised for our chosen charity, Richard House Children’s Hospice. What a result!
This year’s AOA Safety Week was undoubtedly a huge success. Positive feedback came
pouring in from internal teams, the local community, our passengers and not least our followers
on social media. Here are just a few of the key events that took place during the week.
CAKE AND SAFETY &
SECURITY AWARENESS
ROADSHOW
In just four hours, over 200 people
attended the roadshow! Gate 22 was
filled with games, competitions and
safety and security-focused fun and
we were joined by the Met Police, BA
CityFlyer engineers, Menzies, NATS
and more. This time around, security
was a hot topic and we heard about
SeMs and Security’s key values.
SAFETY AT THE AIRPORT AT DREW PRIMARY SCHOOL
A huge hit with the children and Drew Primary School, some of the LCY family and the Airside Andy team visited
the local school to promote safety at the airport.
Engaging with passengers
13
14

CCTV
CONTROL ROOM
Continuing with this month’s IT focused edition, we caught up with
Greg Handley, Head of Programme Management in LCY’s IT team
who told us about the brand new CCTV Control Room at the airport
from September 2016 – ensuring
we are delivering a number
of security improvements and
solutions across our business.
The dedicated CCTV control
room capability is a key step
in enabling the team to help
protect our airport 24 x 7.
LCY Terminal Security have
recently taken occupation in the
new purpose-built CCTV Control
Room. Making up the new team
are, Alana Walsh, Andrew Keiler,
Babatunde Fajolu, Jonathan
Smart, Loraine Guy, Mehran
Almasi, Maurillia Simpson, Steve
Baker, Susan Argyle, Brian
Cottham and Ruel De Guzman,
They are also joined by two
Terminal Managers, Trevor
Russel and Martin Davies.
The team have completed their
inductions and training and also
visited our partners, the Met
Police at Heathrow. They took to
the water, joining the AFS boat
patrol and also completed a tour
of the fire station. Each member
of the team attended an Airfield
Operations airfield awareness
and security operations
and airfield safety tour.
Where did the initial
idea come from?
Through the Security
Improvement Programme, we
identified a need to deliver a
dedicated CCTV control room
for our 24x7 CCTV surveillance
operatives. As part of our CCTV
Refresh Project, we worked with
Atec (our CCTV providers) to
design the new installation.
Who is involved?
A number of people were
involved in the delivery of the
control room, with Piers Croft
undertaking recruitment for
the additional specialist CCTV
operators, Atec and Intech
delivering the CCTV control room
furniture and equipment, LMG
installing the Access Control
equipment to secure the room,
and overall project management
and technical delivery from
Andrew Bertram and me in IT.
When did the project start?
The project began in March with
technical design, with the room
completed at the end of April.
The dedicated control room
was operational from 8th May.
Cameras & Upgrades
Our CCTV Refresh Project
sees an increase to the number
of cameras across the estate,
delivering improved coverage
and higher resolution images
thorough 568 cameras.
Operators can view the
CCTV images on a large
video wall which spans the
width of the control room.
Why are we doing it,
why now? What benefit
will it bring to LCY?
The Security Improvement
Programme has been running
15
16

BRINGING YOU THE BEST OF ELEMIS
THE HOUSE OF ELEMIS
LCY stands out for
Hidden Disability
Assistance
Read this lovely letter from
Mum, Sarah. It’s very clear
that the terminal teams
are doing an absolutely
excellent job.
As a mum of a son with autism
and Fragile X syndrome, I want
to thank you for providing
training for your staff on the
needs of people with autism.
London City Airport is the best
airport in the UK by miles for
assisting people with autism
in my experience. We have
flown a few times from your
airport and it has been so
easy to get the help we need.
We have been met at the
reception desk, led to quiet
areas of the airport to wait,
allowed to board either first
or last to avoid crowds and I
cannot remember how we got
through security so there was
obviously not an issue.
Our journeys with successful
flights from London City made
us think that we could try a
larger airport so last year we
used Heathrow. Their service
for autistic passengers was a
shocking contrast. We were
given no assistance through
the very busy turnstiles into
security, our son could not
cope with the crowds and
noise and so held everyone up
through security as he was too
overwhelmed to understand
the need to remove electrical
items from hand luggage, or
to walk through the scanner.
I was in tears going through
security as the whole thing
was so daunting and we
had no voice or dignity. We
had asked to be fast tracked
through the airport in advance
of all this and warned the
staff of what might happen
beforehand but they said that
as he didn’t need a wheelchair
(i.e. had an invisible disability)
they couldn’t do this and that
fast track would only be given
to those who had paid first
class tickets! Not the best
start to the holiday which was
spent in a state of dread about
the return trip home.
We love using London City
Airport and take care to book
morning flights which is the
time of day our son is most
resilient. We stay in one of
the local airport hotels where
he can see the runway and
planes taking off to visually
prepare him.
Keep on being the friendly
and understanding airport
that you are.
From the Mum of 12 year
old Joe who likes your
French destinations
“Lovely” Terminal
Front Team make
great company
We all know how
lovely the Terminal
Front Officers are, so
it’s great to see that
our passengers think
the same.
“Just wanted to say
that your gentlemen
on ‘drop off’ are lovely
(Tuesday evening 17th
May) Please let them
know I appreciated their
company whilst I had
a long wait!”
THE MANNINGS WIN
WEST HAM FLAG BEARER
EXPERIENCE
On a Saturday in April,
this little man’s dream
came true.
The West Ham fanatic
got to train with the 1st
team players and coaches
and even got to walk out
with the team in front
of thousands of fans at
the London Stadium,
before watching West
Ham v. Everton.
Michael Manning from
Ramp Services won this
incredible prize for his
eight-year-old son, and
went with Max to the
match. He said they had
a “wicked day!”
Is this the best prize
we’ve ever had at the
airport?
A luxurious Mayfair townhouse spa performing transformative treatments by elite therapists.
The perfect place for people who are serious about looking after their skin and themselves.
• 20% off treatments for you and up to 3 guests
• Complimentary Skin Lab facial analysis
• Complimentary 15 minute treatment
• £30 off first treatment room booking
• 20% off product purchases
SIGN UP NOW
Visit www.elemis.com/register and register using your work email address and all these
fantastic benefits are yours to enjoy. Plus, you’ll get well-being scheme offers and promotions.
Terms and Conditions apply. 20% off Mon-Fri, 10% off Weekends and applies to bookings for up to 4 people. Quote ‘Corporate’ when booking. Bring business ID proof with you to qualify for benefit.
Address: The House of ELEMIS, 2 Lancashire Court, Mayfair, W1S 1EX. Bookings: E: houseofelemis@elemis.com / T: 020 7907 2780. Download Treatment Menu (http://www.elemis.com/media/wysiwyg/
HOE_Deluxe_Treatment_Brochure.pdf) £30 off treatment room booking applies to first booking only. 20% valid on product purchases only. Not valid on gift sets or in-conjunction with any other offer.
17
18

I love my
Neyber
Dan used his Neyber loan to pay
for the happiest day of his life.
How would you use yours?
neyber.co.uk/LCY
Representative
APR
Our loans are subject to status and lending criteria. We’re not able to approve your application if you have any live CCJ’s or large outstanding
defaults. If you’re not sure if you’re eligible for a Neyber loan, you can find out using our qualifying tool on neyber.co.uk/LCY
Neyber Ltd is authorised and regulated by the Financial Conduct Authority. Interim permission: 663054.
Office address: First Floor (East), Tabernacle Court, 16-28 Tabernacle Street, London, EC2A 4DD.
Company registered number: 08806631. Data Protection Registration Number: ZA39009.