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Introduction
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Introduction from the Chairman
Hello, my name is Peter Hall. Welcome to the section of the GATCOM website concerning the work of the Passenger Advisory Group or PAG for short. I am the Chairman of the PAG and together with my colleagues we ensure that the Group takes a leading role in protecting and enhancing the interests of passengers using Gatwick Airport.
A wide range of passengers from business travellers to holidaymakers access Gatwick, but no matter what the reason for travel, the PAG recognises that the basic passenger interests are comfort, care, safety and security. It is these areas that the PAG scrutinises and prepares recommendations for improvements to the airport operator.
Membership and Terms of Reference
The PAG comprises 19 members. There are 14 volunteer passenger representatives, selected by interview and appointed by Gatwick Airport Ltd.(GAL). In addition, the Chairman and up to 5 other members of GATCOM are members of PAG. The Chairman of PAG is elected from within the body of the Group.
All members have commitment and enthusiasm in helping to make the airport a seamless, user-friendly and relaxed experience for passengers. The group is made up of a cross section of regular and occasional air travellers, and all bring some knowledge of, and a genuine interest in the way airports interface with passengers. They demonstrate good communication skills, sound judgement and objectivity that is crucial to the success of the PAG’s work.
Members visit the airport several times a year, monitoring and assessing facilities in order to make recommendations. The visits include formal quarterly meetings with GAL with whom the PAG works very closely.
The terms of reference of the PAG are:-
- To monitor the procedures and facilities available to passengers and to make recommendations for improvement.
- To identify any issues arising from passenger experiences and make recommendations.
- To identify any gaps in services available to passengers.
- To consider procedures for handling and responding to passenger complaints.
- To provide a passenger overview on airport developments at the design stage.
- To establish and maintain a positive working relationship with relevant Gatwick Airport Limited managers and airline contacts, including consultation in respect of key developments for passenger services and facilities.
- To report regularly to the Consultative Committee and to make recommendations in respect of its conclusions and concerns about the provision of passenger facilities and service quality at Gatwick.
PAG Activities
Quarterly meeting
PAG has 4 meetings per year, planned to take place a few weeks before scheduled quarterly GATCOM meetings to enable an up to date report to GATCOM on the work of the PAG. At the PAG’s quarterly meeting the Group discuss the Gatwick’s service operation, and passenger feedback and review the work members have been undertaking on development projects at the airport. PAG meetings are only open to its members but a Chairman’s report which summarises the work of the Group over the preceding quarter is reported to the following GATCOM meeting in a public forum.
Project involvement
The airport invites members of PAG to contribute to and comment on all aspects of the passenger experience. Currently members of the PAG are involved in a diverse range of projects including:
- Development and implementation of Gatwick’s Surface Access Strategy
- Development of car parking facilities
- Improved landside facilities, including check-in/bag-drop
- The passenger experience in security and immigration areas
- Retail and eating facilities and pier improvements
- Facilities for Passengers with Reduced Mobility (PRMs)
- Facilities for young passengers
- Improving the information flow to passengers
- Facilities for business and premium passengers
Terminal Review Visits
The PAG carries out a passenger experience review of each terminal in the Spring and Autumn of each year, with a GAL manager hosting a group of 2 – 3 members. The aim of the visits is to focus on the issues, large and small, which impact on departing passengers from the point at which the passenger arrives at the airport to aircraft take-off and for arriving passengers, from aircraft landing to passenger connection with the mode of transport for the journey away from the airport. The PAG works with the airport managers as a critical friend, identifying process and maintenance issues either for immediate action or to make suggestions for improvement.
Feedback Review
PAG members review the complaints and compliments received by GAL from passengers and critique the responses by GAL and its business partners. Occasionally, a passenger may escalate a complaint to GATCOM. Although GATCOM is not an arbiter of last resort, and its recommendations are not binding on GAL or its business partners, GATCOM through the PAG can help to ensure that complainants’ issues are fully considered by GAL and addressed where this is found necessary.
Gatwick Railway Station
Gatwick Station, although not operated by GAL, is an important part of many passenger journeys. PAG members meet with representatives from Network Rail and train operating companies to review plans for the station upgrade as well as on-going service delivery
Other Stakeholders
Any organisation impacting the passenger experience may request advice from the Passenger Advisory Group.
Report of PAG activities 2010 – 2011
Below is an excerpt for the GATCOM Chairman’s Annual Review, 2010 – 2011 reporting on the PAG’s activities from the previous year:
Members of our Passenger Advisory Group (PAG), led by Peter Hall, have been involved with GAL in the planning of no less than 18 different projects during the year, including the elements of the major capital investment programme mentioned above.
Three new members were recruited during the year,including Ann Bates, who is making a particularly valuable contribution on behalf of passengers with reduced mobility(PRMs). Ann, Sheila Plant and other PAG members were able to help GAL with the re-evaluation of the previous contract for the provision of PRM services at the airport and the organisation of the new service, under the airport’s direct control. We were very pleased to see that Ann was awarded an MBE in the New Year Honours List 2010 for her services to disabled people.
PAG has also been involved in the review of car park charges at the airport, as the result of which a “West End Special” ticketing arrangement has been agreed for people using the airport car parks to visit London theatres and other places of entertainment in the evening.
During the year, PAG presented to GAL a package of proposals seeking improvements across the airport for young passengers and families. Good progress has been made in the provision of new facilities in both terminals for this group of passengers. Initial customer research over the Easter period has indicated that the new ‘Kids Zones’ have been
positively received. Plans are in place to develop these areas further, with extra equipment due to be installed in the coming months.
The work achieved in this area was noted by the Family and Parenting Institute who, after the Kids Zones opened in March, approached Gatwick to become involved in the new national ‘Family Friendly’ scheme. In June Gatwick became a founding partner of the scheme alongside Barclays, BT, easyJet and the Department for Education and is committed to making the airport more family friendly
.
Assessing GAL’s handling of passenger feedback and complaints is another key area where PAG members play an active role. PAG’s periodic review of complaints received and responses provided by GAL assist in highlighting any areas of concern that need addressing. Proposed changes to be implemented regarding the process of handling feedback and complaints will be monitored closely by PAG in the coming months.
Improvements to signage to aid wayfinding, particularly in the South Terminal, have been another key focus. PAG has welcomed the new style of signage and innovative ways to improve wayfinding throughout the terminals. This has resulted in the Civil Aviation Authority (CAA) service standards targets for Gatwick for wayfinding being achieved in April, May, June and July.
GATCOM
Page last modified: 27 March 2012