Recently published ACI Europe guidelines for passenger services at EU airports mention London Gatwick as Best Practice example of assistance to passengers with reduced mobility (PRM).
Airports across Europe are aware that their future lies in making every effort to ensure that passengers feel welcome. Few months ago, the Board of ACI Europe, which represents over 400 airport operators of all sizes in 46 European countries, requested that the passenger experience should become one of the key policies of the association.
Drafted by ACI’s Facilitation and Customer Services Committee, the Guidelines “provide airports of all sizes with the relevant tools and appropriate information that will help them enhance the services they offer to their passengers.”
Few days before the publication of ACI’s guidelines, Reduced Mobility Rights published an article on the need for airport security checkpoints to provide a dignified experience.
“The vast majority of passengers see airport security checkpoints as a dreadful part of the journey, often failing to provide a dignified experience,” Reduced Mobility Rights director Roberto Castiglioni wrote. “This negative perception is magnified when passengers have special needs.”
ACI Europe Guidelines dedicate a whole chapter to the matter of security checkpoints. “The airport security checkpoint is the one point that touches all passengers and as a consequence, it is of great importance to ensure the most efficient and customer friendly atmosphere, while providing a secure and safe environment,” the report says.
In its recommendations for setting up security checkpoints ACI mentions Gatwick airport security checkpoint as an example of Best Practice. “Where space allows, create special family/PRM checkpoints or lanes with appropriate settings (for example Gatwick South Terminal).”
Gatwick dedicated security checkpoints are part of an integrated system of assistance services for disabled passengers, vulnerable adults, and single parents or families traveling with young children.
“At security we’ve created special assistance lanes for both departing and arriving families, Gatwick airport say. “Our separate security lane gives families travelling with young children, Passengers with Reduced Mobility, and vulnerable passengers more time when passing through the security checks.”