Gatwick Airport has announced a new scheme that sees London’s quintessentially English five star hotel The Goring coaching its customer-facing staff on how to provide all passengers with a personal service fit for royalty.
Providing top notch service was identified by the Airport Passenger Panel as a defining factor in an airport experience.
The Airport Passenger Panel is a body of independent advisory experts brought together by Gatwick to help shine a light on potential challenges faced by air passengers and to tackle long-standing issues head on.
The panel members each represent different types of travellers yet all highlighted the extent to which customer service could make or break a trip; whether it be a family going on their annual holiday or a business person en route to a meeting, all deserve five star service.
Led by The Goring’s head concierge John Andrews, Gatwick’s concierge staff, porters, team leaders and information and passenger assistants are the first to learn from The Goring’s 100 years experience in providing the best in customer service to their guests.
The programme compliments the workshops run by Gatwick to help every member of staff to identify how they can each deliver a positively unforgettable service to passengers.