Our vision is to give passengers the best airport service in the world and getting the basics right is at the foundation. 81% of our passengers rate their airport experience as very good or excellent. But we want it to be 100%, and to stay ahead of our competition. So we are continually improving our service with a plan, do, review cycle. We’re continually developing our people too, supporting colleagues through development programmes, including the Duke of Edinburgh Gold Award.
It takes great collaboration and teamwork. And that’s where our airport operations centre comes in, bringing together the information, people and planning in one place, proactively managing our operations and making sure our airlines and passengers are rewarded.