Gatwick gets The Goring treatment
London’s second airport has hired The Goring – the West End hotel where Kate Middleton spent her last night as a single woman – to teach airport staff how to deliver service fit for royalty ahead of the Olympics.
Head concierge, John Andrews, is leading the training programme where the top priority is to replace “impersonal service” with the same “subtle but flawless” assistance that guests at the 102 year old Goring get.
“It is all about going that extra mile for passengers, noticing when someone needs help but doesn’t think to ask,” said a Gatwick spokeswoman.
Alongside its investment in five-star concierge training, all 1,600 of Gatwick’s security staff have passed a City and Guilds qualification in customer service. And it seems that the investment is already paying off: in December, Gatwick staff received an increase of 20 per cent more compliments and 68 per cent fewer complaints from passengers, compared to the previous year.
Here at CD-Traveller towers we have tended to choose Heathrow over Gatwick when flying into and out of London but going forward, Gatwick could now get our vote. We’d love to hear what your preference is and why. Let us know by posting a comment below!
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