Why the private jet set rarely complain about airport security
Following his complaints about airport security, Sir Martin Broughton needs to send the British Airways board through a private jet airport terminal to understand how a “one-size-fits-all” approach to airport security can work.
The private jet industry is not exempt from the same Department for Transport regulated airport security checks as BA passengers but complaints from the “private jet set” are a rarity. The reason, Sir Martin will discover, is good old customer service. Private jet security staff adhere to some simple guidelines: no chewing of gum, no informal private conversations with fellow staff, look customers in the eye and speak to them with respect.
Sir Martin could also learn from Lawrence Hunt, who opted to take Silverjet’s passenger security screening in-house. For Silverjet’s passengers, the customer service experience started with the interaction with security staff, who were every bit as central to the business plan as their lounge staff, pilots and cabin crew. Instead of complaining, there is no reason why BA cannot employ its own security staff – after all would you trust such a major part of your customer’s satisfaction to BAA?
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