With many people looking to travel overseas this summer, East Midlands Airport (EMA) has introduced new measures to help passengers when they arrive at the airport. It aims to boost the customer service and help passengers "have the best possible start to their trips and holidays".
The airport has introduced a brand-new team of Customer Service Ambassadors - uniformed staff who are on hand to provide help and assistance throughout all stages of the airport journey. If needed, the team will help passengers prepare for security by advising what is and isn’t permitted in hand luggage while also playing a key role in keeping queues to a minimum and answering any queries that customers may have.
East Midlands Airport is expecting a further increase in passenger numbers during the main school summer holiday weeks. From late July through to early September, it estimates an additional 5,000 passengers will use the airport each day as people from across the region head off for the summer sun. Currently, on average, 14-15,000 passengers are flying through EMA each day. This time last year, the airport was welcoming 600-700 daily passengers.
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Students have been recruited from the International Air and Space Training Institute in Newark, which is an evolving relationship with the specialist education provider. The cadets, who take up their role on July 1, will work at the airport throughout the summer months before their courses resume in September. It is also hoped that this will provide a pipeline of future talent for the airport.
Retired colleagues are also helping thanks to the support of the Friends of EMA, a network of former colleagues. Some are keen to offer their services on a voluntary basis.
Included within this group are retired air traffic controllers and police officers. The Friends will support at particularly busy periods.
Michael Grimes, EMA’s Director of Customer Services and Security, said: “We want our passengers to have the best possible start to their trips and holidays. I know, for some people, that airports can be daunting places, especially for those who haven’t travelled for a while or are not regular flyers. We are doing everything we can to help passengers relax and enjoy what is an exciting part of the holiday."
