AL_September_v6

September 2017
FOLLOW
THE 30TH
ANNIVERSARY
TIMELINE
FROM
page 7
Introducing
Bechtel
60 seconds with
Phil Dodds
Inside
PROJECT
SERVATOR
AT LONDON CITY
AIRPORT

Image by Ben Walsh
Ride the Mail Rail
From 4th September
See the secret railway under central London
We’re continuing to see high load
factors at London City Airport although
movements are still down on 2016.
However, there is good news for 2017;
TAP Airlines will join us in October with
a new route to Lisbon, the first time LCY
has flown to Portugal’s capital. TAP’s
new service not only means a direct and
speedy option to Europe’s westernmost
capital city, but also onward connections
including South America and Africa.
The new airline, Powdair, will also join
us in December with daily flights to Sion,
connecting passengers to Switzerland’s
popular ski resorts. Together with the
new routes recently announced by British
Airways, to Paris-Orly, Prague and
Reykjavik, also beginning in October, we
hope to welcome many new passengers to
the airport towards the end of this year.
WHSmith opened a new store in August,
this time on the West Pier. Along
with Brick Lane Brews and Pret, the
upgraded arm of the airport now has
three concessions with a fourth set to
open imminently. Aerospa have had
temporary spaces throughout the year
and have been busy with manicures,
pedicures and massages. They’ve been
fitting out their new permanent store
between gates 5 and 6 and will soon have
even more beauty therapies on offer.
In a first for the airport, the Terminal
Training and Compliance Team held a
Landside Security Awareness Day in
City Aviation House. It’s more important
than ever that we all take security
seriously in every area of the airport.
One significant change to note is that
a new Visitor Access Log Book has
been introduced at the Business Centre
in CAH. Visitors must sign the log
book at reception and keep their visitor
slip and lanyard on at all times. You
can read the full details and other key
messages from the event on page 17.
Anyone who attended 2016’s end of year
party will agree that it was one of our
best yet. Our `Party Committee’ has
been hard at work planning this year’s
celebration, and we can announce that we
will be heading back to Building Six at
the O2. Full details will be shared soon.
Lastly, don’t miss the new 30th
anniversary timeline that dates back to
1855 when Royal Victoria Dock opened.
You can see the full size version just
after Central Search opposite Aspinal
of London, or you can follow the
mini timeline that starts on page 7.
ALL STAFF MEETINGS
TUESDAY 12TH AND WEDNESDAY 13TH
LCY employees hear the latest
news from the Exec team
Open House
Saturday 16th – Sunday 17th
Explore the city’s iconic buildings
London Fashion Week
Thursday 21st – Sunday 24th
Get a glimpse of the wonderful world of fashion
Underbelly Festival
in South Bank
Until 30th September
A season of the hottest live acts
Totally Thames 2017
Until 30th September
A month of events on London’s 42-mile river
Michael Spiers
Chief People Officer
Editor - Kimberley Hayden
Cover Photography - Elinor Hoskins
Magazine design - MRDEETEE.co.uk
1
2

inside News
Sign up to all our latest news by emailing
kimberley.hayden@londoncityairport.com
LCY praised by CAA
for its improved
disabled passanger
assistance
Travel-friendly
70g jars of
Marmite given to
passengers
Earlier in the year we prepared
to host the Lord Mayor’s Hot Air
Balloon Regatta. Unfortunately,
the weather wasn’t on our side;
conditions have to be just right
to meet safety requirements.
Now we getting ready to gear up
again for the event which will
take place on Sunday 10th or 24th
September, or Sunday 1st October.
Up to 50 hot air balloons will take
to the skies in the official ballooning
event of The City of London. That will
be the highest number ever recorded
departing from a UK airport. Among
them will be one specially designed,
London City Airport hot air balloon.
After a brilliant effort from all those
involved over the past year, the CAA has
improved its rating of LCY’s quality
of assistance for disabled passengers,
recognising its provision of help as “good”
in the Airport Accessibility Report 2016/17.
In the last 12 months, we’ve introduced several
measures including an Open Day with the
National Autistic Society; collaboration with
Disabled Go, the leading UK provider of
access information for disabled people, and
the Business Disability Forum, a not-for-profit
organisation which helps companies become
more disabled friendly; and the introduction of a
‘Travelling through London City Airport’ visual
guide. The airport was also the Official Airport
of the World Para Athletics Championships,
held in July at the nearby London Stadium,
to join LCY in
December
powdair has announced the addition of two
new year-round routes to its brand new flight
programme launching in December this year.
They’ll fly twice a day from London City
Airport to Sion Airport in the Valais region of
Switzerland, connecting passengers to some
of Switzerland’s most popular ski resorts.
welcoming competitors through the airport
from Switzerland, Luxembourg and Greece.
In last year’s report, the CAA stated
that we needed to do more to meet
an acceptable standard, but this year
noted “significant improvement”.
And there’s more planned for the future that will
help us to further improve our assistance. We’re
soon to launch a clearly identifiable lanyard
for passengers with hidden disabilities; they’re
entirely voluntary and will help staff identify
passengers who may need special assistance.
We are also introducing a new bespoke
Aviramp, designed for use at the airport
to provide step-free aircraft access.
Head of Commercial for powdair, Zoë Ombler,
said: “We always had our sights set on London
City Airport knowing that the concentration of
winter sports enthusiasts in that area looking
for a convenient way to reach the Alps was
something we couldn’t ignore. We’ve had
incredible demand since we first launched
It seems that for holiday-goers, the
thought of having to say goodbye to
a Marmite-smeared life and venture
into breakfast options unknown while
on holiday is just too much to bear.
At London City Airport, Marmite is the
number one prohibited branded food item
confiscated from travellers’ hand luggage.
To ensure Brits never have to go without the
brown sticky stuff, Marmite and London City
Airport came together in August to take over
the liquids preparation area at Security to offer
passengers the chance to swap their prohibited
jars for a travel-friendly sized 70g miniature.
It caught the public’s imagination with
media coverage in The Guardian, The
Sun and Metro to name a few.
Title
for a direct service to London City and we’re
really excited to be able to offer it to our
customers during our first operating season.”
The service starts on 11 December 2017
and prices start from £125 one-way.
Lord Mayor’s hot air balloon
regatta to go ahead this Autumn
TAP to join LCY this Autumn
This Autumn we will welcome a new
airline to London City Airport. TAP
will operate two daily flights from LCY
to its Lisbon hub from 29 October.
The direct flights between Lisbon and
London City will operate with the Embraer
190 aircraft, with seat capacity for 106
passengers, departing Lisbon at 6:50am
and 4:45pm, and returning from London at
10am and 7:55pm, from Monday to Friday.
On weekends, the operation is daily.
On Saturdays, departing Lisbon and
6:50am and London at 10am, and
on Sundays, departing Lisbon at
4:45pm and London at 7:55pm.
The regatta is designed to raise funds and
awareness for the Lord Mayor’s Appeal. The
Appeal supports hospital and community
outreach through music, working with
St Paul’s Cathedral and the London
Symphony Orchestra. The Lord Mayor
and Lady Mayoress will fly in the official
Lord Mayor’s Appeal hot air balloon.
The event will take place at approximately
07:00 on a Sunday morning, so if you’re
awake and in East London, just look up!
First commercial CSERIES flights from LCY
Some of the biggest news in August at LCY
was the arrival of the first paying passengers
aboard the Bombardier C Series, operated
by SWISS Airlines.The inaugural flight
touched down at 17.47 (8 minutes ahead of
schedule) on Tuesday 8 August, before the
return leg departed for Zurich at 18.45.
Passengers were greeted with a warm
welcome, and a water cannon salute from
the airport fire service, as well as special
SWISS-branded cookies. Journalists from
The Times, Business Traveller and Bloomberg
were also present to report on the milestone.
The C Series is one of the next-generation
aircraft that supports London City Airport’s
growth plans and can help us unlock
new routes, with its longer range, greater
fuel efficiency, and quieter operation.
Look out for the CS100 operating between
London City and Zurich, followed by
the Geneva route from next summer.
3
4

department updates
New WHSmith opens
The airport’s WHSmith family expanded
with a new store that opened in August.
Selling newspapers, magazines, meal
deals and grab ‘n’ go snacks, the
new store is perfect for passengers
departing from the West Pier... or
airport employees working nearby.
Find the new WHSmith
between Gate 5 and 6.
Did you know that the very first
WHSmith opened way back in 1972
on Little Grosvenor Street in London?
Originally called H W Smith after the
Henry Walton Smith, the small newsagent
would go on to become the first chain
store company in the world passing
ownership through four generations of
the family. This year they celebrate their
225th anniversary and have 1380 stores!
Julian’s
monthly
health tip
September 18th to 24th is
National Eye Health Week.
Ensure you make an extra
effort to protect your eyes and
improve your health this month.
If exposed to sunlight, make sure
you’re wearing UV protected
sunglasses to protect your eyes. And
if you spend your day at a computer
screen, abide by the 20-20-20 rule! For
every 20 minutes spent looking at the
screen, spend 20 seconds looking 20
metres away. This will give your eyes
the rest they need to recover from any
damage caused by computer screens.
To book a chair massage with
Julian, scan the QR code or
visit bit.ly/LCY_Fit2Work
You’re hired!
Welcome to Team LCY...
Introducing Bechtel
Delivery Partner for the City
Airport Development Programme
Back in June, Bechtel, a global leader in
aviation infrastructure, was announced as
Delivery Partner for London City’s Expansion
project. This first step, coming barely five
months after the airport’s 30th anniversary,
marked a major milestone towards the start
of construction of the multi-million pound
project to expand the terminal, taxiways and
services, and enhance customer experience
so central to the airports mission.
Around London, the company is best known for
its central role in delivering Crossrail, Europe’s
largest construction project. The 100km train
line, which will become the Elizabeth Line
when it opens in phases between 2018 and
2019, will pass East to West through the heart
of London on its way to 32 above-ground
stations and 8 new subsurface stations.
But more relevant to its new partnership
with London City Airport, Bechtel has
managed 40 major airport projects in the
past decade, including the recent expansion
of Gatwick International Airport and its
current construction of Muscat International
Airport near Oman’s capital. Its biggest
challenge at London City?: “Delivering
London City’s expansion in an operational,
urban airport surrounded by water, presents
complex challenges that our team can meet’’,
says Paul Gibbs, Bechtel’s UK Managing
Director. The programme presents similar
challenges to the aforementioned Crossrail
and Gatwick projects, and as Crossrail comes
close to completion and Gatwick airport
benefits from its expanded facilities, some
of the figures behind their success have
shifted into their new roles at London City.
Artificial grass installed
A small patch of artificial grass has been
laid at the eastern end of the airfield,
just east of holding point Mike.
It will stay for six months to see how
it lasts with all types of weather. If
the trial is a success, the grass may
be installed across the airfield.
It can be driven on safely and never loses
its colour, increasing airfield visibility
to crew and airfield operations.
No soil or weeds means wildlife shouldn’t
be attracted to it, reducing the risk of
bird strikes. The ground design will mean
no standing water after heavy rainfall,
which would normally attract birds.
Nicole Anderson
Legal Intern
Igor Kowacki
Commercial Finance Technician
Umrao Nandra
Engineering Shift Technician
Jose Ramon Rivera
Jet Centre Co-ordinator
First Class Lounge
Francesca Kamara
CSR Exec
Tomasz Migacz
Airport Planning Consultant
“Like Open-
Heart Surgery.
But Harder” -
Frank Jenkins,
Construction
Manager on LCY
Frank Jenkins was
the Programme
Manager for the Northern Terminal Delivery
Programme at Gatwick from 2014 to 2016. He
managed a team of 25 in delivering this project
on time and under its £100 million budget.
‘When people ask me what working in a live airport
is like”, says Frank, “I tell them it’s performing
open heart surgery on a patient who’s not only
awake, but is running toward the gate, dragging a
bag, balancing a coffee, late for a flight. When you
realise that, and prepare for it, your job is easier.
‘That was the working environment at Gatwick
North Terminal, a completely 24/7 operation,
with flights arriving up until two in the
morning, and the first wave of departures at
three. That left us an hour or so of relative calm,
but the retail units all stayed open, terminal
operations remained active, and there were
still passengers in and around the terminal.
‘Amid organised chaos, we got the job done.
A good example was the Level 0 arrivals,
where we had to take possession planning
to a level of detail over and above what you
would have to do in a three-week look-ahead
programme, or even a daily programme.
‘We orchestrated each and every hour – in three
dimensions, because we were also working in
the ceiling space. We produced a 3-D graphic
illustrating when and where the sub-tier contractors
would be working, figuring out where the chapter
eights would be set up, integrating that with
where the passengers would be moving around
in the new arrangement, figuring how retail
operations could be kept running, and providing
access to toilets and emergency escape routes.
‘Thanks to good communication, and very
careful planning, we got our work done
and met our milestones, and the airport
kept on working, just as we did, 24/7.
5
6

A lifetime of
big projects
Peter Murray,
Programme
Director
Peter Murray
has more than 25 years of engineering
and construction experience in roles of
increasing responsibility on multibillionpound
infrastructure projects; among
them, Canary Wharf Station, a Gatwick
terminal reconfiguration and the first
bridge launched over live railway lines
in the UK, Stratford Station Bridge.
Stratford Station’s Iconic “Rusty
Bridge”
“A key deliverable in the run-up to the
London 2012 Olympics, and a gateway to the
Olympic Park, was a 130-metre weathered
steel bridge. It’s formal name is the Stratford
Station Bridge, but because of its iconic
design and deliberately aesthetic finish, it’s
now known as The Rusty Bridge. I was
Senior Infrastructure Manager for station and
structures delivery. Working directly over 11
live rail lines, and a very busy and multi-user
operating station, our team successfully and
safely push-launched this 2,000-ton bridge.
As it was the first live launch of a bridge
over an operational rail and LUL station
in the UK, in addition to my constructionrelated
responsibilities for station delivery,
a large part of my role at this time was
handling the extensive and sensitive
stakeholder management. My team and I
worked closely with Newham Council, along
with other stakeholders, including Network
Rail, London Underground, National
Express, London Overground and DLR.”
Canary Wharf Station – A Cut-and-
Cover Cathedral
“When we started, the site was all water,
which required significant marine and
piling works for the station box, a massive
concrete structure that would encase the
cathedral-like station into the soft bed of the
dock. In effect, we were emptying the entire
space of the old West India Dock. When
we were done, you could have laid all 240
metres of One Canada Square – the Canary
Wharf Tower – down inside the box we had
built, and still had room to spare. Once we
pumped the water out, we sank 40-metre
piles to secure the base of the station box. so
that construction could begin. The finished
station is 27 metres deep, 35 metres wide,
and 313 metres long, and has the largest
passenger capacity on the Jubilee Line
extension. It was finished as cut and cover –
all you can see above ground are the iconic
curved glass and steel entrances, which
let in a massive amount of natural light.”
Gatwick Airport – Transplanting an
operational business
“I had been in this role for a year now,
managing construction for Gatwick’s
capital works programme – up to 100
projects, from car parks to retail units
to complete terminal development.
Nearly all of them touch the operating
airport. And none of them are simple.
Moving airlines is one example. It may
not sound complex, but it’s nothing
less than moving three operating
businesses – while they continue to
operate as normal. It’s not just moving
the signs for BA’s counters to Virgin’s,
and Virgin’s to EasyJet’s, and calling it
a day. It took over a year of meticulous
planning, organisation, and construction.
In January this year, we moved EasyJet to
the North Terminal, and BA to the South,
there were 42 individual projects: check
in, crew reporting facilities, lounges, ticket
offices, cash desk, engineering stores,
baggage claim. There’s a massive amount
involved. And we got it across the line, on
schedule, because we knew not only what
we were doing, but what our client and
stakeholders expected.”
Ian Bower
Procurement
and Contracts
Manager
Ian’s 48 years
of experience
working in operational airports and other
complex infrastructure environments
includes projects in the power, rail, oil & gas,
petrochemical, industrial, and other sectors
globally. At London City, Ian will provide
procurement and contractual overviews
for the programme of works and provide
guidance on related issues to the client.
The Hardest of Deadline: The New
Millennium – The Jubilee Line Extension
“The Jubilee Line Extension was one of the UK’s
biggest construction projects at the time, and the
largest addition to the London Underground in
more than 25 years. Unfortunately, the project
stalled. We were called in to take over, with the
promise to get it done by New Year’s Eve, 1999,
for the celebrations at the Millennium Dome.
“I was named Project Manager for the mechanical
and electrical work, a £250-million contract in as
much trouble as the project itself. I was responsible
for installation and commissioning, including
resolution of design issues and commercial closure
of contracts. I also had to persuade contractors to
let us direct resources where we needed them.
“Although in theory it was a new build, with
only 14 months to the deadline there was no
opportunity for a design freeze, so we decided
that, rather than one big single commissioning,
we’d bring the stations and sections on line one
by one. Among other things, that meant that
a lot of the completion work over the last six
months was done in an operating environment.”
“This step-by-step workaround was something that
I would later use at Gatwick, when I developed a
new form of emerging-cost contract specifically
designed for the project. Whatever the case, we’re
bringing London City a team that has not only
done it, but has done it again and again.”
30 years of london city airport: a timeline
Before the airport
30 years of london city airport: a timeline
The genesis of the airport
1855 1880
Royal Victoria
Dock opens in
East London.
Royal Albert
Dock opens –
then the largest
man-made dock
in the world.
1921 1950s
King George V
Dock opens.
London’s Royal Docks: Before and After
Maritime traffic
in the Royal
Docks peaks.
Mid-20th century c.1981 2017
1960s onwards
Containerisation
and advances in
technology leads
to the decline
of the Docks.
1981
Closure of the
Royal Docks.
1981
London Docklands
Development
Corporation (LDDC)
is established to
regenerate the area and
the idea for a Docklands
airport is conceived by
Chief Executive Reg
Ward and Sir Philip
Beck, Chairman of
John Mowlem & Co
plc., who takes the
idea to Bill Bryce of
Brymon Airways.
1982
27 June: Captain Harry
Gee lands De Haviliand
Dash 7 test flight on
Heron Quays (now part
of Canary Wharf).
1983 1984
8 June: Public
inquiry lasts
63 days.
Government
grants planning
permission.
1986
April:
Construction
begins, lasting
18 months.
May: Prince
Charles lays
foundation stone.
Turn over to
follow the
timeline
LDDC feasibility study
for a ‘short take-off
and landing’ (STOL)
port in the Docklands.
7
8

LCY
in
Action
Gereece Foster - Ramp Services
Chloe Bowers - Customer Services
Diane Anderson -
Customer Services
Lindon Siwardi - SSP
Stuart & Nitakki - BA Cityflyer
Ashley Alexander - Graphic Designer
Allan Finch - Ramp Services
Belynda Marquis - Security
Agne Abramaviciote and Tung Thanh Pham - Pret
Amy Kent and Nathan Ryles-Wharton - Aelia Duty Free
Gagandeep Walia and Sattar Hussain - Menzies
Dean Smith - Airfield Duty Manager
Kimberley Hayden - Internal Communications
Sandor Koczuba - Menzies
Karen Bennett - Security
Portia Corcho & Cami Andrews - Media Sales
Dominic Haslam - Terminal Front
Deborah Kennett & Colin Croombs - Customer Services
Farzana Ahmed - Menzies
Atif Latif - Tumi
Aaron Uthman - Community
Relations Ambassador
Taranjit Singh - Security
Harshad Kothmire - Customer Services
Tim Halley - Head of Planning
Silvio Cunha - Ramp Services
30 years of london city airport: a timeline
London City Airport opens for business
30 years of london city airport: a timeline
London City Airport opens for business
H 1987 H
31 May:
Captain Harry
Gee lands the
first test flight
on the runway.
26 October 1987:
Inaugural commercial
flights – Brymon Airways
from Plymouth and Euro
City Express to Paris.
5 November
1987: Airport is
officially opened
by HM Queen
Elizabeth II.
1988
133,000
passengers use
the airport in
first full year.
River bus service
from Charing
Cross begins -
with a 35 minute
journey time.
First demo flight
of the BAe 146.
1991
One Canada
Square in
Canary Wharf
opens, then
the tallest
building in
the UK.
1992
The runway is
extended from
1030m to 1199m.
Diana Princess
of Wales opens
the extension.
SWISS Airlines’
predecessor
begins operations.
1994
Virgin CityJet
(later CityJet)
commences LCY
operations with
Dublin services.
Lufthansa
begins
operations
with flights to
Frankfurt.
1995
Mowlem sells
the airport for
£23.5m to Irish
businessman,
Dermot Desmond.
9 airlines
now serve 12
destinations.
1996
Richard Gooding
appointed
Managing Director
of the airport,
beginning his
16-year tenure.
1997
Airport celebrates
10th anniversary
and welcomes
1 million
passengers
in a year.
Support begins
for Richard House
Children’s Hospice
in Newham.
Since 1997 the
airport has raised
nearly £900,000.
The first airport
‘Fun Day’ and air
show held for the
local community,
at its peak
attracting up to
20,000 people.
1999
Jubilee line
extension opens
enabling Green
Park to Stratford
via Canning Town.
2000
ExCeL London
and Millenium
Dome (later O2
Arena) open.
2001
New arrivals
hall completed.
Turn over to
follow the
timeline
9
10

Spot the difference
No prizes for anyone who
can spot the differences
here! All these spaces
have changed a lot in
recent times. LCY’s Non
Aero Revenue Team are
responsible for making
sure we utilise potential
retail spaces at the airport.
Tom Murphy, Commercial
Property and New Business
Manager, has found new
and innovative ways to
create space for new
concessions. This year
he’s secured both Ladurée
and Aspinal of London
with new spaces in the
Departure Lounge and also
introduced a new pop-up
space on the terminal
concourse which has been
a temporary home to four
different retailers so far.
Before
Before
Before
Before
After - New pop-up space
After – Ladurée
After - Aspinal opened July 2017
After - Tumi opened in 2017
30 years of london city airport: a timeline
London City Airport opens for business
30 years of london city airport: a timeline
London City Airport opens for business
2002
2003
2005
2006
2008
2009
2010
2012
2014
2015
2016
H 2017 H
London City
Airport Private
Jet Centre opens.
The airport
welcomes its
10 millionth
passenger
since 1987.
New runway
holding point
enables 32
flights per hour.
British Airways
begins operations.
A new extension
on the Docklands
Light Railway
brings services
to the airport.
Luxair begins
services to
and from
Luxembourg.
Airport
acquired
by Global
Infrastructure
Partners
and AIG.
£27m East Pier and
apron extension
project completed.
Annual passenger
total reaches
3.3 million.
Planning
permission
granted to raise
number of
flights to 120,000
per annum.
British Airways
begins services
from London
City to New
York JFK on an
all-business class
Airbus A318. The
first destination
outside Europe.
The passenger
terminal is
reconfigured to
increase space
and create a
new first floor.
25th anniversary and 1
millionth flight marked by
a visit from The Queen.
London 2012 Olympics
GB swimming team
arrive at the airport
to water cannon.
Declan Collier becomes
Chief Executive.
Alitalia begins operations.
Flybe begins
operations at
London City
Airport.
SkyWork Airlines
returns to London
City serving Bern
and Basel.
A record-breaking 4.5
million passengers use
London City Airport.
£350 million development
programme receives
planning permission
– 7 new aircraft
stands, parallel
taxiway and extended
passenger terminal.
Airport sold to
consortium of
international
infrastructure partners.
30th Anniversary Year
Bombardier C Series
begins operations on
SWISS Airlines.
Plans unveiled for the
UK’s first digital air
traffic control tower.
Construction begins
on the City Airport
Development Programme.
£24m refurbishment of
West Pier departures area.
KLM returns to London
City and TAP Portugal
commences Lisbon service.
11
12

“Everyone at
the airport has
a key role to
play. Reporting
any suspicious
behaviour is
crucial. You are all
the eyes and ears
of the airport.”
Project Ser vator Q&A
We all know that safety and security is a key priority for London City
Airport and something that everyone is a part of. In this month’s
Airport Life, we spend some time with Richard Goodwin, Chief
Inspector of the Met Police and Melanie Burnley, Director of Customer
Experience for LCY, to find out about Project Servator at the airport.
Richard Goodwin, Chief
Inspector of the Met Police
What is Project Servator?
Project Servator is a strategic method of policing
and has been launched at various locations across
the UK. It’s used by the police to deter, detect
and disrupt a range of criminal activity, from
pickpocketing and property theft to terrorism.
While doing so we provide a reassuring presence
for staff, passengers and the airport community.
Operations are unpredictable, can be highly visible
and involve a wide range of resources including
specially trained officers, plain clothes officers,
police dogs and importantly, engagement and
support from staff and passengers. At LCY we
already work closely with the Security, Customer
Services and with the CCTV Team and both
the police officers and these teams have had
enhanced training to work even better together.
Together we can all help to deter criminal
activity and disrupt hostile reconnaissance.
What is hostile reconnaissance?
This is part of the planning undertaken by
criminals. They may visit a site a number of
times in order to put together detailed plans.
Just striking up a conversation and asking
questions to these individuals can deter
them from returning to the site.
Why the name ‘Servator’?
Servātor is a latin word which translates
to watcher, observer, presever or saviour.
What are the key messages of the
project?
Firstly, there is nothing to worry about. It is
very much business as usual for the airport,
these are normal police operations designed
to deter and detect criminals. Operations
can happen anytime anywhere, you won’t
know beforehand and you may not notice at
all. Everyone at the airport has a key role to play.
Reporting any suspicious behaviour is crucial.
You are all the eyes and ears of the airport.
What will we see at the airport?
There isn’t an exact answer. One of the key
elements to the project is unpredictability. You
may see us at a specific location in LCY more
than once a day or you may not see us there for
a week or more. Deployments can involve plain
clothes officers so you may not notice anything
at all. At the same time, do not be surprised
or alarmed if you see a very visible police
presence at any time in or around the airport.
How is the project being communicated to
LCY passengers?
Leaflets and handbills will be available in the
airport for staff and passengers. Police are
always visible at the airport and both staff and
passenger are more than welcome to speak to us.
What are the benefits of Project Servator?
The two most significant benefits are reassurance
for all staff and users of the airport as well as
enhanced deterrence and detection of criminal
activity. The aim is to create a safer environment
for everyone at London City Airport.
How can LCY employees help?
Most importantly, always report anything suspicious.
We want to stress this as much as possible. If you
think something might be wrong always report it.
Where can we find out more?
If you want more information you can contact
us at contact the Police Safer Airport Team
on 07557014184 . Or you can go online and
search for Project Servator. Other forces such
as the City of London Police, British Transport
Police, Ministry Defence Police and others
have all adopted the project and you can find
their videos on YouTube which will give you a
better understanding of the police presence.
Melanie Burnley,
Director of Customer
Experience, Security &
Customer Services
How do we work together with the police
to create a safer environment at LCY?
It’s absolutely fundamental that we always work
closely with police. We rely on the police to
help us keep the airport safe and secure and they
rely on us to work in tandem with their teams,
and especially to report any suspicious activity.
What’s your top tip for all employees to
help keep the airport secure?
Be vigilant and always report anything
suspicious. What I say is, if it doesn’t feel
right, it probably isn’t. Even if you think
it looks silly or think it may be nothing,
always report it. We’d rather over report
than say nothing at all. Just one phone call
really could make a huge difference.
What should employees do if they spot
something suspicious?
If you see something suspicious in or around
the airport, for example an unattended
bag, you should report this to the terminal
manager on EXT 7777 or 07798 903 929.
It’s everyone’s responsibility to keep the
airport safe and every airport employee
should have these numbers stored in
their phone and displayed on the wall
in staff areas where possible.
How should staff report serious crimes
or life-threatening emergencies?
This doesn’t change in the airport to any other
area in the UK. If you are in immediate danger
or see a serious crime, always call 999.
What have we done recently to improve
security at London City Airport?
Security is always a top priority for
London City Airport and we are
constantly updating and improving our
technology, training and procedures.
At the heart of all this is the security
improvement programme which includes the
CCTV upgrade with a new control room as
well as the noticeable changes like the
recently installed silver bollards to the
terminal front and blast mitigation
windows around the airport.
Customer-facing teams have had
REAct training which was delivered
by the Centre for Protection of National
Infrastructure (CPNI). REAct training
uses our existing security and customer
services staff to help create a sustained
disruptive environment to deny, detect
and deter criminals and criminal activity.
The training teaches staff how to recognise
suspicious activity and encourages staff to
engage with the group or individual in a
friendly yet probing conversation,
and of course to report it!
“Security is always
a top priority
for London City
Airport and we
are constantly
updating and
improving our
technology,
training and
procedures.”
13
14

In a first for London City Airport, a new beauty
salon opened for business in the Departure
Lounge earlier this year. Aerospa started with a
temporary space just after Central Search, and
could later be found on the West Pier. At the time
this magazine went to print, they had just started
the fit out of their permanent store between gates
5 and 6 and planned to open in mid-September.
60
seconds
Here’s what Sara Smith, Aerospa Manager, told
us about the new beauty salon.
with Phil Dodds
Tell us about yourself and your
role at Aerospa.
I’m the manager of Aerospa and started
here at London City Airport when we first
opened in March this year. I’m a massage
and skincare specialist and previously
worked for Clarins where I headed up a
team for them. Skincare and massage is
my passion really, so it’s a perfect fit.
Where else can we find Aerospa?
There are four other Aerospas. One in Newcastle
Airport, one in Liverpool Airport and two in
Ediburgh Airport. Unfortunately I’ve only
seen them in photos as we are not allowed
beyond security. This is the first London salon
to open so an exciting time to be part of it.
Who else is in the team?
We are a team of five currently. We’ll be
expanding soon though and will be a team
of eight, including two hairdressers.
What do you want customers to
remember about the company?
Aerospa offers an array of services based
on your available time. So whether you have
only fifteen minutes to spare or some extra
time to indulge, we ensure you leave feeling
fabulous. We’re friendly, fast and efficient. We
want people to have their treatment, which
may only be for a short time, but feel like
they’ve had a long spa treatment, feeling
refreshed and ready for their journey. It’s a
totally new option for London City Airport
passengers and it’s been very popular so far.
What are the bestselling
treatments?
Chair massage is a really good and
very popular treatment. It opens up the
spine allowing us to work up into the
neck shoulders and head, where most
people hold their tension and stress.
Jessica nails which are gel nails, we call it
our 3-week manicure. This can be done in as
little as 25 minutes. We do a range of 10, 20
and 30-minute treatments. At the moment are
customers are predominately male, around
70%. That may change when we get into
the salon, as we’ll be able to do blow drys.
How can treatments be booked?
You can book by phone on 07880967701 or
on our website www.aerospa.co/london-cityairport/
or treatments can be booked in person.
Do you offer a staff discount?
Staff discount is 30% on all treatments.
Each company at the airport has its own
policy on whether or not staff can use the
facilities in uniform, so it’s always best
to check with your line manager first.
When the new store opens, what
other treatments will be available?
We’ll be able to do men’s and women’s
haircuts; straight or curly blow dry; dry
blow outs; colour refresh masks; facials;
waxing; eyebrow waxing, threading
and tinting and eyelash tinting.
We will also have a facial machine called
Dermalux® It’s been voted ‘Treatment of the
Year’ for 4 consecutive years, Dermalux®
combines clinically proven wavelengths
of light with the latest generation LED
technology to deliver safe and effective
results for a wide range of skin conditions.
High-end skin and hair products will also
be available to buy which I hope will
be possible with LCY passengers.
Phil Dodds started his LCY life in Sept 1999 and is one of five
Duty Officers working in the Ramp Services team at London
City Airport. In his role, he oversees all aspects of the aircraft
turnaround including marshalling the aircraft, chocking, fixing
the electrical ground power, connecting the air stairs, offloading
and reloading bags and de-icing aircraft in the winter months.
What was your first ever job?
My first proper job was
stock control for Tesco
in Bromley-by-Bow.
What’s the most unusual or
interesting job you’ve ever had?
For a while I was a bingo
checker – I wasn’t calling the
numbers, so no ‘legs eleven’
but if someone called BINGO
I would check their ticket.
What is your favourite part of
working at London City airport?
I really enjoy the camaraderie.
I’ve struck up some really good
friendships over the years and
met people from all walks of life.
What do you think would be the
best job in the world?
I’m an Arsenal fan so to
be the owner of Arsenal
Football Club, definitely.
If you were able to switch
positions with someone at the
airport, who would it be and why?
The man with the plan! I’d
want to work in the team that’s
responsible for planning how we
use different spaces in the airport
and especially the allocation
of space for ramp services.
If you had to describe LCY in 3
words, what would they be?
Challenging, fun and
focused - we have to be to
deliver what we do here!
What’s your most overused
word or phrase?
There are a few actually.
‘In a nutshell’ is the current
trend. But if you’ve done
something stupid I’ll probably
call you a ‘potato’.
Tell us about your most
memorable experience at LCY
Again, there are a few of
these. We’ve had some very
challenging winter shifts
and de-icing dates over the
years and as a team achieved
some fantastic results. A
long time ago an RJ had a
very rough landing which I
saw. No one was seriously
hurt, I think just a few cases
of whiplash. They managed
to get it on to Stand 22 and
over the space of six months
it was dismantled and taken
out of the airport on lorries. I
think this is the only aircraft
to arrive at LCY and never
depart, well not in one piece.
It’s a special year for LCY as
we’re celebrating our 30th
anniversary. What has been the
best year in your life so far?
Getting married to my beautiful
wife in 2007, in a little church
in Thurrock. Also when our
son was born the following
year and our twin girls in 2010.
15
16

Word on the feed
Landside Security Awareness Day
In August, the Landside Security Awareness Day
was held in City Aviation House, spreading security
knowledge and expertise across the business with a
focus on landside areas. The drop-in day, organised by
Terminal Training and Compliance Team was a huge
success with over 150 members of staff attending.
Security, the ID Unit, Business Centre, IT, Legal
and the Met Police promoted security-focused
messages with networking, presentations
and games throughout the event.
Key messages for landside staff
Visitor Access Log Book
• To improve security and safety at City
Aviation House a new Visitor Access Log
Book was launched on 1 September.
• Your visitor/s must report to reception where
they will be given a visitor slip and lanyard
that they must keep with them at all times.
• You will then be contacted and must
meet the visitor at reception.
• You are responsible for escorting your visitor at
all times and ensuring they are escorted out of
the building during an evacuation, you should
also ensure they are aware of fire exits.
Staff passes
• All staff must be in possession of a valid landside
or airside pass which must be on display.
• You must collect all visitor/temporary
passes and return these to the ID Unit.
• You should swipe your pass when
entering any access controlled door.
• If you have any issues with your pass you must
visit the ID Unit or call them on EXT 0165.
Tailgating
Never let anyone follow you through an access
controlled door. Anyone who is not in possession
of a valid pass should not be allowed through
the doors. If there is a problem with their pass
they should be directed to the ID Unit.
Fire Doors
• Fire doors in CAH should never be
propped open. Leaving doors open allows
areas to become vulnerable and reduces
the fire protection in the building.
• Only use fire doors to exit the building
during a fire evacuation.
Cyber Security
• Never open attachments or click on links
unless you are sure they are 100% genuine.
• Scams can be very sophisticated. Even if
it looks like it’s from a reputable company,
always be vigilant and avoid clicking links.
• If you receive anything suspicious, contact
the IT Service Desk on EXT 0911.
• Install system and application updates
as soon as they become available.
• Use Huddle to store your documents rather
than your desktop or my documents.
• Only install apps from the official app store (Google
Play for android or the App store for iPhone)
• Never jailbreak (remove software
restrictions) a device. This makes your
device more susceptible to viruses.
• Always use strong passwords. Memorable words
are ok, but use a combination of upper and
lowercase letters, numbers and special characters.
• Weak password: allblacks
• Strong password: a11Black$
New Supplier Vigilance
Criminals are using increasingly sophisticated
means of gaining access to sites, including
posing as legitimate suppliers. To protect against
this, you need to undertake the following prior
to all new suppliers being present (either on a
written agreement, purchase order or on site):
Know the supplier
• Internet search – a simple search should show
wether the company is legitimate and reputable
• Find out where the company is registered
at https://www.gov.uk/get-informationabout-a-company
Ensure the info is
available and matches what you have
• Contact accreditation bodies to verify
what the supplier has told you.
• Question the supplier in detail about
their services and products
Insurance requirements
Always ensure that the supplier holds relevant
insurances in accordance with LCY’s insurance
policy. If these requirements cannot be upheld,
contact the Legal Director for approval.
Vigilance
Always be vigilant when communicating
with the supplier. If they are asking unusual
questions around security or procedures in
the terminal, question their motive.
SeMS Team Games Prizes:
• £300 voucher to spend on londoncityairport.com -
flights, hotels or car hire – Jason Teixiera (Security)
• Boisdale Vouchers – Anthony Lewis (Terminal)
• Signed West Ham Shirt – Natasha Hines (AOSU)
• Luxurious Gift Hamper – Lilly Webb (Projects)
• Luxurious Gift Hamper – Chris Hurry (FM)
• Amazon Kindle – Minesh Pednekar (SSP)
• Sony MP3 Player – Krishan Pandoo (Terminal)
• Case of 3 ‘Torres Vina Sol’ White
Wine’s – Jill Pearman (HR)
• Bombay Sapphire Gin – Dwayne Simpson (Hertz)
• Sipsmith Dry Gin 70cl – Saqulian Jalali (Finance)
IT game prizes
• Ashley Alexander won the competition to
name the Face of IT Security and his prize
is dinner at Searcys at The Gherkin.
• Atif Naim was the first prize winner of
the Keeping IT Safe at Work: Cyber
Security Word Search and won an iPad.
• Olga Swigon was the second prize
winner of the Keeping IT Safe at
Work: Cyber Security Word Search
and won a Huddle Gift Basket
17
18

She’s here to help
keep you safe.
Don’t worry, our search dogs are friendly.
They sniff out drugs, firearms and explosives
and help us keep them off the streets.
If you see or hear anything suspicious call
0800 789 321 or visit www.met.police.uk
Together, we’ve got it covered.