Leeds invests in passenger experience

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Leeds Bradford Airport (LBA) is investing £5m (US$6.5m) this summer in a program of upgrades and customer service initiatives designed to enhance the passenger experience.

The program includes improvements to washrooms and airport lounges, making them more comfortable for travelers. Reorientation of the security hall and behind-the-scenes upgrades to baggage systems will create greater operational efficiency and improve passenger flow through the airport.

Investment in technology means that passengers will benefit from a smoother transition through the airport, including the introduction of an order and pay service at Saltaire and Cabin Bars. New and upgraded retail and F&B options will be launched and Leeds Bradford will offer flight updates via WhatsApp, becoming the first UK airport to do so.

Joanna Wild, chief commercial officer at the airport, said, “Our vision is to serve our region as a truly outstanding airport and to profoundly change the perception and reality of customer experience for passengers.

“While we have a long-term plan to make this vision a reality, we recognize that our passengers need to see some immediate improvements to our services and facilities, and we are committed to getting this right. We have listened to passenger feedback and assessed each and every part of our existing terminal to create a priority list of enhancements, which includes everything from improved wayfinding to new staff uniforms so that passengers can find our teams when they need them.

“We are committed to making the journey through LBA smoother and passengers can expect to see a shift change in the way we do things.”

Earlier this month Leeds Bradford unveiled revised plans for a state-of-the-art terminal.

These new plans involve replacing the existing terminal building with a more efficient and sustainable development.

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Tara has worked for UKi Media & Events since 2013, initially as a freelancer. She has been a journalist for over a decade and has worked for a range of publications, including Personnel Today, Management Today and The Grocer.

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