Introduction
Gatwick being the second largest airport in London but also the second largest in the UK as a whole (after Heathrow). For a single runway airport, Gatwick is actually the world’s busiest international airport and seventh busiest overall. Over 90 airlines operate flights out of the airport and travel to over 200 international destinations (1999). Located 28 miles south of London, Gatwick Airport is the UK’s second largest airport serving flights operated by around 90 different airlines. These include British Airways, easyJet, Delta Airlines, Ryanair, US Airways, Jet2.com and Air France.
Traffic Performance
At Year End 2008, passenger numbers finished 2.8% below those recorded in the previous year. This was largely due to the forecasted loss of some major and smaller carriers, particularly in the latter part of the year. In fact, of the total gross loss, 68% occurred in the last quarter. These were the first full months, which followed the loss of some of our larger airlines. This performance has been a direct result of the current economic downturn on both demand and capacity and despite the year ending down on 2007, this should be considered a strong result given the current adverse trading conditions. Losses this year as a result of complete cessation of operations came from airlines including, XL Airways, Sterling, Zoom, Oasis Hong Kong and Nationwide (2009). Many of our major airlines, choosing to enforce cutbacks in capacity, did so at a level, which closely mirrored the expected fall in demand. Taking out the correct level of capacity resulted in average load factors either remaining static or increasing slightly for some of our larger airlines. Optimizing the efficiency of aircraft movements has been pivotal in enabling us to make best use of capacity.
Passenger Perception of Security Queuing
Significant improvements are evident in all three periods throughout 2008 compared 2007. Significantly, fewer passengers perceived to queue for more than 10 minutes in 2008 compared to 2007. Perception in October 2008 compared to October 2007 showed the biggest drop in quarter four: 27% less passengers perceived to queue for more than ten minutes. Furthermore, the trend of 2008 is that the majority of passengers perceived to queue for less than five minutes are decreasing. Comparing Qtr 4 2008 vs. Qtr 4 2007:
1) 31% more passengers perceived to queue for less than five minutes in Oct 2008 compared to Oct 2007, 2)15% more passengers perceived to queue for less than five minutes in Nov 2008 compared to Nov 2007, 3) 7% more passengers perceived to queue for less than five minutes in Dec 2008 compared to Dec 2007 (2009 ).
Consumer Feedback
The fourth quarter of 2008 saw an 18% drop in passenger complaints in comparison to 2007 and an 8% rise in compliments. The complaint/compliment ratio this quarter is 16:1 compared to 21:1 last year. Baggage delivery waiting time complaints dropped 50%. The majority of complaints occur when flights arrive off schedule during the late evening/night time period when baggage handling resource is more limited. On a positive note, security waiting time complaints have fallen by 53% in comparison with the same period in2007. Security complaints relate to items of passenger property damaged at central search usually when they have not been placed in trays prior to the x-ray screening process. A customer service-training programme (2009) is addressing the continued misunderstanding of the 100ml rule leading to confiscation of passengers’ property; and a perception of poor customer service provided by security officers.
Business traveler’s perception for a good airline
Today’s airlines are competing for an increased share of the lucrative business travel market by means of product enhancement, innovation and concentration on a consumer-orientated approach (2009). Although service perception is still in a state of decline on specific airlines, there has been some improvement on select experience dimensions. Nonetheless, the industry still has a long way to go. So many problems and so little time, but recently more profits for them. Perhaps now is the time to honor thy consumers. If the airline industry does not respond to these needs, consumers are at least predisposed to be inclined to say “thank you but no thank you” to business travel in the future, six in ten say that new technology will probably reduce business travel in the future. While this attitude has diminished some since last year, the magnitude of the measure still suggests that the consumer satisfaction issue is worth paying attention to with meaningful change. Overall, the perception of consumers for an airline is wholly based on timeliness, reliability, and cleanliness of service; support from airline personnel; and their communication to the travelers.
References
Credit:ivythesis.typepad.com
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