OmniServ launches check-in services with Japan Airlines at Heathrow

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OmniServ, a subsidiary of ABM and one of the UK’s leading airport service contractors, is expanding its service portfolio through a new partnership with Japan Airlines (JAL) to provide check-in services at Heathrow Terminal 3.

Through the new partnership, OmniServ will provide staff to manage three daily check-in desk positions for JAL. These staff members will be responsible for Economy, Premium Economy and bag drop check-in services, including ID verification. Once all passengers are checked in for their flight, staff will then move airside and do pre-security checks and support the reconciliation of passengers boarding the aircraft.

Speaking about the new partnership, Daran Parker, passenger services and airport facilities manager, Japan Airlines, said, “We are excited to have OmniServ on board supporting our passenger services operation. We look forward to building a successful partnership going forward whereby, together, we deliver outstanding service to our customers.”

OmniServ worked closely with Blackjack Promotions, the UK’s leading staffing solutions, travel retail and experiential specialist, in the recruitment process. JAL was also heavily involved in the interview process and selection criteria. All staff have undergone a rigorous training program, including mandatory training to cover dangerous goods, intense check-in training and familiarization tours around the airport and aircraft.

Ernie Patterson, chairman, OmniServ, said, “This is new territory for OmniServ and marks the launch of a completely new service for us. We’re delighted to have been given this opportunity by JAL to start expanding our portfolio and it’s a testament to us that JAL had faith in us to do the job.

“This marks another step toward OmniServ cementing its leading market position in providing exemplary service across all areas of customer service within the airport. It also brings a whole new layer to our commitment to improving the end-to-end passenger experience.”

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Helen has worked for UKi Media & Events for nearly a decade. She joined the company as assistant editor on Passenger Terminal World and since progressed to become editor of five publications, covering everything from aviation, logistics and e-commerce to meteorology. She has a love for travel and property and has redeveloped three houses in three years. When she’s not editing magazines, she’s running around after her two boys and their partner in crime, Pete the pug.

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