Passenger Experience

Airline Passenger related including airport transit Articles
Chaiiwala arrives at London Luton Airport
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Chaiiwala arrives at London Luton Airport London Luton Airport (LLA) is set to offer passengers another exciting new dining option following the arrival of Indian street-food specialist, Chaiiwala. With the LLA terminal already offering a wide range of dining options to cater to the diverse palates of passengers, the arrival of Chaiiwala’s authentic Indian menu further extends the range of global cuisine now available across the airport. The new 1,500sq ft, 30-seat restaurant at LLA marks Chaiiwala’s airport debut and provides passengers with the option to dine in or choose from a...
New My Lounge opens at London Luton Airport
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New My Lounge opens at London Luton Airport London Luton Airport (LLA) has opened the doors to a second lounge, further expanding the range of choice available to passengers ahead of the summer. My Lounge, located in LLA’s departure lounge, features a design inspired by loft style living and can accommodate 135 guests. Operated by No1 Lounges, a SwissportALD Holdings company, the lounge is accessible to Priority Pass and Lounge Key cardholders, whilst less frequent travellers can pre-book their visits directly via the No1 website at no1lounges.com. The lounge offers an all-day...
Birmingham Airport updates liquid rules
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Birmingham Airport updates liquid rules In 2018 all UK airports were advised of new Government legislation for the introduction of new security screening technology. This would allow a change to the rule on electrical items and liquids in hand luggage. This legislation was amended to take into account the delay that Covid brought to the aviation industry and a revised deadline of 1st June 2024 was set as the completion date for the new technology being installed, commissioned and to be used. Instead of just replacing the technology Birmingham Airport took the decision to future proof, by...
Leeds Bradford Airport introduces improved catering for lounges
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Leeds Bradford Airport introduces improved catering for lounges Leeds Bradford Airport (LBA) has appointed an international catering operator to provide food and drink services for its lounges. Newly appointed Elior will now serve a wider range of food and drink options from LBA, with a changing seasonal menu and a dedicated team of chefs, providing a wide selection of locally sourced, freshly produced products. Elior staff will now be serving customers and keeping stocks replenished throughout the day in LBA’s Yorkshire Lounge and 1432 Runway Club. Calum McLaren, Divisional Managing...
Melbourne Airport (MEL) unveils new $20 million dining precinct inside Terminal 1
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Melbourne Airport unveils new $20 million dining precinct inside Terminal 1 Seven new cafes and restaurants have opened inside Melbourne Airport’s Terminal 1 dining precinct known as The Square, including local favourites Rustica, Pope Joan, Veneziano and ST. ALi. Other venues in the new $20 million space include Mobo Moga – owned by Gary Mehigan, The Local Taphouse – run by Stomping Ground Brewing Co, and The Grace Wine Bar and Eatery. Restaurants in the 2,400smq2 precinct open as early as 4:30am, serving travellers up until half an hour before the last Qantas domestic departure...
New No1 Lounge opens at London Luton Airport
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New No1 Lounge opens at London Luton Airport London Luton Airport (LLA) has today opened the doors to a new lounge. The new No1 Lounge has capacity for 70 guests and offers a variety of seating options, from comfortable lounge chairs to quieter meeting spaces; while natural light filters through the lounge window spaces offering some airfield views. Operated by SwissportALD, a joint venture between Airport Dimensions and Swissport, the lounge will offer complimentary food and beverages, with a selection of premium beers, spirits, and wines served from a fully staffed bar, and culinary...
Biggest airside WHSmith in Britain at Birmingham Airport
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Biggest airside WHSmith in Britain at Birmingham Airport Andrew Harrison, Managing Director, UK Travel, WHSmith, said: “What sets this store apart is our commitment to curating an array of travel essentials products under one roof, with a bespoke store design inspired by the local architecture, that caters to every traveller’s needs. “From travel essentials such as health & beauty, food to go, and reading materials, to global tech brands and souvenirs - this store really does promise an unmatched convenience shopping experience for time pressed customers. I couldn’t be more proud of...
Newcastle International Airport set to open second Starbucks
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Newcastle International Airport set to open second Starbucks Newcastle International Airport is set to open a second Starbucks franchise in the Airport departure lounge, following the success of the first shop within the terminal check-in area that opened earlier this year. As a trusted Starbucks partner, the Airport’s food and beverage partner SSP, a leading operator of food and beverage outlets in travel locations worldwide, will operate the second coffeehouse and provide passengers with Starbucks highest standards of customer service. Customers visiting the new store will be able...
Leeds Bradford Airport £100m Regeneration Programme
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Leeds Bradford Airport £100m Regeneration Programme Leeds Bradford Airport (LBA) has announced over a £100m investment into a vital regeneration of its terminal facilities which will dramatically improve the passenger experience and help unlock economic growth for the region. Approved by Leeds City Council, the work is set to commence in autumn 2023 and is expected to complete in 2026. Farrans Construction has been appointed as the contractor to deliver Phase 1 of the project, the construction of the terminal extension. The regeneration will see a 9,500 sq. mt., three storey extension...

Trip review: Rugby World Cup trip from Cardiff Airport

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This is my review of my trip to the Rugby World Cup in Nantes that I took between 6/10/23 and 9/10/23. This was for Wales final group game with Georgia, and I also went to Japan v Argentina game. I made my way down from Leeds where I live on the 5/10/23 and stayed overnight at the Celtic International hotel which was on the approach road to the airport and was a decent place to stay for the night. After killing some time on Friday, I got to the airport to park my car just after 3pm and headed into the terminal to meet one of the Gulliver’s Sports reps for my group. We were flying with...
‘Outstanding’ security training gives East Midlands Airport customers peace of mind
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‘Outstanding’ security training gives East Midlands Airport customers peace of mind The Civil Aviation Authority (CAA) has once again given East Midlands Airport (EMA) top marks for the training it provides for security staff. The ranking of ‘outstanding’ gives customers the assurance that they can travel through the airport safe in the knowledge that security teams are highly trained and they will receive excellent customer service. People using EMA to travel to Europe this year have on average passed through security in under 15 minutes. The CAA’s quality assurance scheme ensures...
Bristol Airport announces transformational public transport hub project
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Bristol Airport announces transformational public transport hub project Bristol Airport has commenced work on its largest capital project ever and is investing over £60m in creating a public transport interchange hub and multi-storey car park. This transformational project will enhance services and accessibility for customers whether arriving or departing from Bristol Airport. Customers using Bristol Airport will notice preparation and enabling works taking place in front of the terminal and within the Northside Car Park. The project will provide: Over £60m investment New public...
London Luton Airport welcomes special arrival
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London Luton Airport welcomes special arrival London Luton Airport (LLA) staff worked together to provide the warmest of welcomes to a very special ‘airport arrival’, after a pregnant passenger went into labour in the airport departure lounge. Rushing to the scene, members of the LLA Guest Experience, Security and Fire Service teams moved quickly to make the passenger comfortable and organise privacy screens, before delivering the baby in the departure lounge. Melanie Horwood, Guest Experience Manager at LLA, led the team’s effort to successfully deliver the baby, following advice...
£30m investment for LLA passenger experience
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£30m investment for LLA passenger experience London Luton Airport (LLA) has announced investment worth more than £30 million to enhance the passenger experience. It follows another successful summer, during which 3.3 million passengers passed through the terminal (1st July – 31st August), with four in five passengers rating their overall passenger experience as ‘very good’ or ‘excellent’*. LLA is embarking on the £8 million development of a new, flagship two-storey restaurant to replace the existing Frankie & Benny’s unit. Set to open next year, the restaurant will feature a striking...
Sydney Airport’s luxury precinct is complete with the arrival of Cartier
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Sydney Airport’s luxury precinct is complete with the arrival of Cartier Luxury Maison, Cartier, has officially opened at Sydney Airport’s T1 international terminal This is the first Cartier boutique to open at an Australian airport Sydney Airport’s luxury shopping precinct, SYD X, is now complete with 20 of the world’s most exclusive brands under one roof SYD X has Australia’s largest collection of luxury brands including Louis Vuitton, Hermès, Dior, Gucci, Prada and Saint Laurent Sydney Airport’s T1 international luxury shopping precinct is now officially complete, with the arrival...
London Luton Airport in customer service finals
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London Luton Airport in customer service finals London Luton Airport (LLA) has been recognised for its commitment to delivering exceptional customer service to passengers, after being named as finalist in the 2023 UK Customer Experience Awards for the third year running. The annual awards, now in their fourteenth year, recognise organisations, teams and individuals who deliver groundbreaking customer service initiatives and best-in-class customer experience. LLA, alongside customer experience partner, Ethos Farm, is shortlisted in the category of Placing Customers at the Heart of...
Glasgow Airport receives top ranking in CAA's annual accessibility report
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Glasgow Airport receives top ranking in CAA's annual accessibility report Glasgow Airport has received the highest ‘Very Good’ rating from the UK Civil Aviation Authority’s (CAA) annual Airport Accessibility Report. The CAA has today (Thursday 20 July 2023) published its Airport Accessibility Report on the disability access of 26 of the UK’s largest airports by. The report covers the period from April 2022 to March 2023. To achieve a 'Very Good' classification, airports must provide a consistent and high-quality assistance service throughout the four quarters of the year. AGS Group’s...
Heathrow entertains young travellers with new Mr. Men Little Miss mobile game
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Heathrow entertains young travellers with new Mr. Men Little Miss mobile game Heathrow has partnered with Mr. Men Little Miss to create a mobile game to entertain young travellers at the airport over the summer holiday period. The game features Mr. Adventure and Little Miss Explorer, characters created exclusively for Heathrow. It can be easily accessed by scanning a QR code which will be posted throughout the airport, with no downloads or sign-ups necessary. The game is available now and suitable for 2-12-year-olds, providing parents with a quick and engaging way to entertain children...
Three major Middle Eastern airlines this week announced deals with Birmingham Airport (BHX)
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Three major Middle Eastern airlines this week announced deals with Birmingham Airport (BHX) Photo @Brum X Forums4airports.com Qatar Airways back at BHX flying daily to Doha Saudia now flying three times a week to Jeddah Emirates’ A380 back adding capacity to twice-daily Dubai service Three major Middle Eastern airlines this week announced deals with Birmingham Airport (BHX) in what its chief executive called “a glimpse into our future.” Within the last week the trio of airlines have collectively expanded BHX’s direct Middle Eastern connectivity to its best ever. Today the airport...
Qatar Airways returns to Birmingham Airport (UK}
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Qatar Airways returns to Birmingham Airport Qatar Airways will operate daily flights to and from Birmingham throughout the summer. The welcome ceremony at Birmingham Airport was attended by Gary Kershaw, UK & Ireland Country Manager, Qatar Airways, Andy Street, West Midlands Mayor, and Nick Barton, Birmingham Airport Chief Executive. Former F1® driver, David Coulthard, also attended the event to extend his support for Qatar Airways as the Global Airline Partner of Formula 1® ahead of the highly anticipated British Grand Prix at Silverstone. BIRMINGHAM, UK - Qatar Airways today...
Jet2.com and Jet2holidays announce major expansion for early Summer 24 from Bristol Airport
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Jet2.com and Jet2holidays announce major expansion for early Summer 24 from Bristol Airport More flights and holidays put on sale for Spring to four sunshine destinations as holidaymakers in the South West flock to book some early summer sun. Expansion includes additional capacity to Bodrum and Faro in April, with extra flying perfectly timed perfectly for the Easter holidays Additional capacity added to Ibiza and Larnaca in March too Jet2.com and Jet2holidays have today announced a major expansion to their Summer 24 programme from Bristol Airport, after putting even more flights and...
Greggs are on approach at Cardiff Airport
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Greggs are on approach at Cardiff Airport SSP and Greggs have partnered to open a new unit at Cardiff Airport on the 4th May 2023 and it is the first reveal of many planned improvements to the passenger experience at Cardiff Airport. For those looking to grab their favourite food and drink on the go, the diverse menu will offer something for everyone, including the iconic Greggs Sausage Roll, and a range of savouries, daily-fresh sandwiches, sweet treats, coffees and juices. The unit is located on the first floor before the security check point, providing a great convenient option for...
Stansted Express service increase welcomed
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Stansted Express service increase welcomed Rail operator Greater Anglia is boosting Stansted Express rail services as a result of the airport's strong recovery from the COVID pandemic. The number of trains between London Stansted and Liverpool Street will double to four an hour during the morning and evening weekday peaks, from Monday (May 22). Passenger numbers are almost back to pre-pandemic levels, with more than 25 million passing through the terminal in the last year. 2.4 million passengers used the airport in April alone, its busiest month since September last year, and demand...
Daily Air France flights to Paris-Orly from Cardiff Airport - starting this spring
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From 21st April 2023, Air France will reinstate daily flights between the Welsh and French capitals, delivering further growth at Cardiff Airport between key business destinations and continuing the Airport’s revival in-line with its the five-year recovery plan. The new year-round route strengthens the service offering with the Air France-KLM Group, which already operates flights to Amsterdam from Cardiff. One-way fares, including taxes and charges, are from £69.99. Operated by UK airline Eastern Airways, passengers will be able to book via the Air France website – www.airfrance.co.uk * –...
Cardiff Airport invites passengers to join PRM and Disability Forum
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Cardiff Airport invites passengers to join PRM and Disability Forum The Cardiff Airport PRM (Passengers with Reduced Mobility) & Disability Forum will be reconvening after being paused due to the pandemic. We are inviting existing and new members to join (via Zoom) on 12th January 2023 at 1800. The PRM and Disability Forum consists of a broad representation of disability groups, third sector organisations and customers with both visible and hidden conditions - particularly those who travel through Cardiff Airport and use our Special Assistance / PRM service. The Forum will meet at least...
Gatwick checklist for passengers booking with ‘meet and greet’ parking companies
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Gatwick checklist for passengers booking with ‘meet and greet’ parking companies Gatwick Airport has issued a five-point checklist to help passengers avoid being stung by rogue ‘meet and greet’ parking companies that operate from the airport Between May and October London Gatwick saw a 164% increase in complaints from passengers about third party ‘meet and greet’ parking companies, compared to the same period in 2019. Despite often having ‘Gatwick’ in their company or website name, the airport has no relationship with these third-party firms. Gatwick cannot prevent competitor parking...
Manchester Airport responds to the Which? airports survey
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Manchester Airport responds to the Which? airports survey We apologise to any customer who feels their experience was not of the standard we want to deliver over the past two years. The pandemic was the biggest crisis faced by our industry in its history. At one stage passenger numbers at Manchester Airport dropped to just 5 per cent of normal levels and airports around the world had to cut costs just to survive. Earlier this year, the whole of the travel industry then faced unprecedented challenges as travel restrictions were removed and demand returned rapidly to the market, and...
PRM Assist launched at Bristol Airport
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PRM Assist launched at Bristol Airport OCS are proud to announce the launch of PRM Assist at Bristol Airport, making it the first Airport in the UK to launch the innovative mobile application solution. PRM Assist is a new assistance booking software that allows passengers requiring assistance to book assistance for all their aviation journeys in one central application. The software allows passengers to receive real-time information on booking confirmation, waiting times for PRM services at airports and updates on delays or important announcements. PRM Assist’s mission is to empower...
Jet2.com and Jet2holidays expansion from Bristol Airport
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Jet2.com and Jet2holidays announces massively expanded Winter Sun programme for 2023/24 from Bristol Airport Leading airline and tour operator puts Winter Sun programme for 23/24 on sale with 12 Winter Sun destinations available from Bristol Airport Three brand-new winter routes on sale to Malaga, Malta and Palma (Majorca) from the base too – as well as a major expansion of many existing routes More exciting Winter 23/24 announcements coming soon, including Ski and City destinations With continued demand for Winter Sun from local holidaymakers, Jet2.com and Jet2holidays have today put...
Cardiff Airport welcomes Aer Lingus back to Wales with Belfast City service
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Cardiff Airport welcomes Aer Lingus back to Wales with Belfast City service Thanks to Aer Lingus and its partner Emerald Airlines, Cardiff Airport is pleased to announce the resumption of flights to the important UK domestic destination of Belfast in Northern Ireland. Emerald Airlines, the exclusive Aer Lingus Regional operator, will link the two capital cities five times weekly from 7 July. Flights are now on sale and available to book at aerlingus.com, with fares starting from £39.99*. Emerald Airlines opened its base at Belfast City, just five minutes from the city centre, earlier this...

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