_________________________________________________________________________________ London Southend Airport
into London just over an hour – a time I don ’ t think any other airport can rival . Our challenge is to spread this message in both the B2B environment of the airline community and also to future passengers and customers .
Elaborating further on London Southend ’ s passenger experience , Nigel continues : “ Although we ’ ve got a small infrastructure that enables a quick customer journey through the terminal , we ’ ve still got all the facilities required for a positive and relaxing experience . We ’ ve got a great pub selling local produce , an airport lounge , and an array of shops . We also pride ourselves on keeping all facilities immaculately clean and tidy , which isn ’ t always the norm at busy airports .
Customer experience
“ To enhance the passenger experience further , we were one of the first airports in the UK to implement new CTX machines in our security process , meaning passengers no longer need to separate their liquids for security screening . We ’ ve remodeled our security area to accommodate the new machines , and we ’ re already seeing increased efficiency . Our queues are pretty much nonexistent , so if we get a queue between five and ten minutes , it ’ s a surprise for us rather than the norm .
“ We ’ ve also created a new scheme with Passenger Experience Ambassadors , otherwise known as PEAs ,” Nigel reveals . “ Our PEAs will be there to help passengers and support them to get through the terminal and check-in processes as quickly as possible , as well as ensuring our facilities constantly meet our standards . All our staff are cross trained so that on particularly busy days or during peak times , we have extra staff to support tasks like clearing security trays , for instance .”
With an excellent reputation for passenger experience and new destinations for 2025 ,
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