Competing for customers
Birrell says the airport’s vision is to improve the experience for everyone using or working at Gatwick. “It is us competing for the first time. The passenger experience and customer service aspects are extremely important. People often have less than favourable experiences here and we don’t want to see that happening,” he says. “It is a very different world emerging and we are embracing that. It is all about giving people information and enabling them to see what is going on. People find it a stressful experience until the departure lounge, and we are trying to make it a more relaxing experience.”
Gatwick Airport was recently sold to Global Infrastructure Partners, which is planning an overhaul of the entire operation. Technology will be a big part of that, with nearly all the systems needing attention.
Gatwick CIO plans total IT overhaul to sweep away BAA legacy >>