Security Security Security….
It constantly amazes me how airlines outsource their customers biggest bug bear of flying – security checks – to the airports. If you ask any traveller what was the worst aspect of flying, I reckon 90% would say airport security. So why don’t airlines do this in-house?
Take BA for example, now operating at T5 at Heathrow which is a world-class facility (despite a few early teething problems with a few lost bags…). It doesn’t matter how efficient your curb side check in is; nobody remembers the luxurious First Class lounge with fine dining and spas; if your customer gets irate after being treated like a terrorist suspect during an undignified security screening, their entire flight experience is ruined.
SilverJet had the right idea at Luton by employing their own security teams. The DfT will still insist upon the same checks being completed but the difference is the staff attitude. By engaging and training your own security staff in your company’s customer service plans, you get security with respect. No chewing of gum and disdain comments about being 5ml over the toothpaste limit; instead your customers will get eye contact and polite apologies about the need to open their laptops for a quick check before they can be on their way to the lounge…which is just on your right hand side sir, have a great flight….
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