London airport sharpens customer-focused approach

Over the next few months, passengers flying in and out of London International Airport will experience a new customer focused approach in all aspects of the airport’s operation.

The airport is concentrating on expanding service to a growing number of destinations and enhancing the entire passenger experience.

“Ours is a competitive business, and we want London International Airport to be the first choice for people in London and our surrounding region,” said Michael Seabrook, president and CEO. “Whether you’re a business or leisure traveler, you can start here and truly go anywhere. Our focus is entirely on providing passengers with an easier and more comfortable flying experience than travelling to Toronto or Detroit. Over 90 percent of our passengers have a positive impression of our airport right now. We want to build on that reputation and be the first airport people think of when flying anywhere.”

Over the next few months passengers will see the following changes:

  • The Blue Aces

Clearly identifiable in blue shirts, their role is to greet and assist passengers in any way possible. Gone are traditional uniformed security personnel patrolling traffic lanes. Instead, staff (officially called Airport Comfort Enhancers) will look for opportunities to help passengers with luggage, answer questions, provide direction and generally make the airport as pleasant as possible.

“The flying experience can be stressful for many people, and our Blue Aces are there to make it as enjoyable as possible,” said Gerry Vanderhoek, manager of passenger experience. “We’re truly investing in what it means to be an easy and comfortable airport.”

  • Easier airport navigation

Consistent signage in design, colour and format will better guide passengers through every aspect of their airport journey — from the airport entrance, to parking, to check-in, security and departure.

“We can never over-estimate how important it is for passengers to clearly and confidently know where they’re going,” Vanderhoek said.

  • New brand identification

A new logo reflects the “easy and comfortable” experience passengers can expect. With a simpler and friendlier look and feel, the new brand identity conveys the relaxed, easy confidence, professionalism, and positive energy of the airport.

  • New terminal enhancements

Construction is underway to shift the airport’s main entrance to the center of the terminal, under the existing architectural archway. A large closed-in stairway that visually and practically interrupted passenger flow in the check-in area is being removed, allowing a clear unobstructed view of the entire concourse.

“We’re looking forward to providing passengers with an even easier and more comfortable way to fly,“ said Seabrook. “More passengers than ever travelled through our airport last year, and we know there’s more growth ahead. We want to continue providing the right passenger experience that encourages more people from London and area to ‘start here and go anywhere.’”


2 thoughts on “London airport sharpens customer-focused approach

  1. The airport offers direct flights to Toronto Calgary and Chicago and all other flights are seasonal. 2 departures a day to both Calgary and Chicago and 11 flights to Toronto. I would say the Toronto flights mark a very large part of London airports business yet Mr Seabrooke doesn’t want his passengers going to Toronto. I’m a little confused. This airport seems to always bash Toronto yet it’s one of the best airports in this country. I think it will be a tough sell to have another airline come to London right now due to the fact that a city the size of London could not support two daily flights to New York on a 50 seat aircraft giving you hundreds of connection options if your stay was not planed to be in the biggest city’s in the U.S.


    • The airport also has 2 direct flights to Ottawa per day and the AM Ottawa also goes on to Montreal. I don’t know what other markets would work ? United could try seasonal flights to Houston with a huge Hub that has great connections to cover Latin America. Porter Airlines could run flights to it’s hub at Toronto Island Airport. Westjet could run a Q400 Encore flight to Toronto but that would just eat into it’s direct service to Calgary. What I predict next for the airport will be an Air Canada Rouge flight added to all the other winter charters. To what destination, who knows is anybody’s guess. It would be so nice to see Air Canada add a summer charter to say Europe like London on Saturday and Rome on Sunday. That would be ground breaking for the city and the airport.


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