Aurigny's lifeline Gatwick route is delivering improved punctuality and performance following the successful introduction of the airline’s new Gatwick team.
The London Gatwick route also continues to see an increase in passenger numbers thanks to the ongoing support of the travelling public. The latest passenger figures show Aurigny carried nearly 7,000 extra passengers on the route from November to February, compared to the same period last year. This equates to an increase of 7% year-on year.
This is combined with strong punctuality results since the introduction of the Aurigny’s Gatwick team in early December, with around 90% of flights departing on-time (within 15 minutes) excluding weather-related delays. Overall reliability stands at more than 97%.
The airline has been inundated with support for the new team and their efforts to improve customer service, operational performance and the overall experience travelling to and from the London airport.
Guernsey FC are among the sports groups who have noticed a difference.
Guernsey FC director Nic Legg said: “We have noticed a massive positive change in Aurigny's customer service at Gatwick. The team are warm and friendly and make you look forward to check-in. A smile and a friendly face really does go a long way and has made the whole experience of travelling with Aurigny much more pleasurable.”
Regular customer, Steve Cliff, who works in the finance industry, said: “My impression is that the Aurigny staff at Gatwick really care, and it’s a massive change from what went before. One or two deserve a real pat on the back. Keep up the good work.”
Nick Moss, director of an international fiduciary group, added: “The new Aurigny team at Gatwick is doing a great job of easing Islanders’ travel to and from London. Nothing is too much trouble for them, it seems. Great job.”
Aurigny Ground Operation Manager Dave Cox said the airline was delighted to see the benefits of this move after so much hard work over the last few months.
“Not only has it helped us to improve the overall experience we can offer customers on Guernsey’s busiest route, we have also been able to focus on improving our performance and punctuality at the airport and do our very best to keep operations running on time.”
Aurigny’s Deputy Ground Operations Manager and UK Performance Manager Kieran Yule, based at Gatwick, said it had been a lot of work.
He said: “It has been a very challenging time with several obstacles to tackle. These latest results are a testament to the enthusiasm, commitment and hard work of the new team. Knowing I have the right team in place can only continue to build on this level of service. On the very first day of the launch, we were so encouraged by the level of support and kind messages from the public. Now, with the Gatwick team in place, Aurigny staff are always here to greet them with a smile and answer any questions, and our ground team work hard to keep operations running smoothly and transfer baggage as efficiently and carefully as possible.”
Aurigny CEO Mark Darby said: “The London Gatwick route is such an important lifeline service for the island, so the quality of service we offer here is absolutely vital for Guernsey and the wider economy. As one of the UK’s busiest airports, communication had always been one of the biggest challenges we faced at Gatwick. However, having our own team based at the airport has made a considerable difference and has made it a lot easier for us to get the right information to customers. I’d like to thank our Gatwick team for their continued hard work, in what has been a busy, challenging and rewarding few months. I’d also like to thank the travelling public.”