Leeds Bradford Airport announces passenger experience improvements

Leeds Bradford Airport bosses have announced passenger experience improvements – including a UK first digital flight updates service via WhatsApp.
Leeds Bradford AirportLeeds Bradford Airport
Leeds Bradford Airport

Bosses said after listening to feedback it will make a number of changes – including new staff uniforms, so passengers can easily identify airport workers when they need them.

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www.leedsbradfordairport.co.uk

Retail and food areas will offer more choice, with table service introduced at some of its bars, while airport lounges will be refurbished and washrooms improved.

A ‘significant investment’ in its baggage systems will improve efficiency and passenger flow, helping to reduce queues at check-in. Security areas will also be reconfigured to reduce waiting times.

Access improvements will enable the airport to cope better with passengers with restricted mobility.

Leeds Bradford says it will also be the first airport in the UK to offer digital flight updates via WhatsApp.

Earlier this month, LBA unveiled fresh plans to build a state-of-the-art terminal, which aims to dramatically improve passenger experience, deliver one of the UK’s most environmentally efficient airport buildings, and support greater economic prosperity for the Leeds City Region, Yorkshire and the North.

“ But, after listening to passenger feedback, we recognise the importance of making immediate improvements to Leeds Bradford Airport,” said a spokesperson.

“Subsequently, we have created a priority list of enhancements, which includes everything from improved wayfinding to new staff uniforms, so that passengers can find our teams when they need them.

“ Our vision is to serve the region as a truly outstanding airport and to profoundly change the perception and reality of customer experience for passengers.

“We are committed to making the journey through LBA smoother and passengers can expect to see a step change in the way we do things. We are looking forward to an exciting 2020 for staff and passengers alike.”

The spokesman added: “At Leeds Bradford Airport we’re proud to welcome thousands of passengers every year and it is important to us that high-quality customer service is matched with international airport facilities.

“We have listened to feedback and are committed to making improvements to our airport. That is why we are implementing a series of specific changes to ensure we are providing the best possible experience and that passengers see a real step-change in 2020.

“The programme of works includes improvements to washrooms and the refurbishment of airport lounges, providing a greater level of comfort for travellers.

“Reorientation of the security hall and behind-the-scenes upgrades to baggage systems will create greater operational efficiency and improve passenger flow through the airport.

“Investment in technology means that passengers will benefit from a smoother transition through the airport, including the introduction of an order-and-pay table service at Saltaire, Beer House and Cabin Bars, plus digital flight updates via WhatsApp – the first airport in the UK to offer them. Passengers will also have more choice for retail and food with new and upgraded offerings.

“One of the key improvements due to be completed by summer 2020 is a significant investment in the hold baggage system in Halls A and B, improving operational performance at peak travelling times to reduce queues at check-in. We are also reconfiguring our control security zone search area to increase flow-rates and reduce waiting times for passengers.

Accessibility is something we take seriously and improvement remains an ongoing focus throughout the terminal. As part of this programme of change, we are adapting LBA’s immigration infrastructure, enabling the airport to cope better with passengers with restricted mobility.