East Midlands Airport customers are increasingly happy,

East Midlands Airport customers are increasingly happy


East Midlands Airport, through which just under five million passengers a year travel to destinations across Europe, Mexico and the US, has seen an eight per cent uplift in its net promoter score – a universally recognised measurement of customer experience.

Passengers flying to and from East Midlands Airport are increasingly happy with their experience.

Over the last 12 months the airport has invested significantly in its infrastructure to improve the customer experience. This includes:

- increasing capacity at both its security facility and immigration halls

- opening a brand new Starbucks in the departures lounge

- increasing car parking capacity

- relocating and improving car hire facilities making them easier to reach from the internal bus network

- launching a new menu and bringing catering in-house at the Escape Lounge

- widening its product range in duty-free.

The year has also seen major construction work which resulted in a £15m refurbishment of the runway and the introduction of environmentally friendly LED lighting, which has reduced energy consumption by 40 per cent. The new staff car park was laid with a surface made by recycling some of the several hundred tonnes of materials removed from the runway. Last year, 95 per cent of all waste generated at the airport was recycled too.

Not only are passengers happier, but the airport’s neighbouring communities are too. Eighty percent of those questioned say the airport is a good and trustworthy neighbour. Contributing to this is the attention the airport gives to reducing noise, emissions and disturbances from its operations.

The feedback has been gathered as part of the publication of its annual summary of corporate social responsibility commitments, which go beyond carrying out mitigation measures. Also highlighted is the airport’s commitment to upskilling jobless people, contributing financially to local good causes and working with public transport providers to ensure that more people from around the region can get to and from the airport, easily, without needing a car.

Andy Cliffe, East Midlands Airport’s Managing Director, says: “Our continued commitment to responsible and sustainable growth has not only been appreciated by our customers, but it’s key to winning the trust of neighbouring communities and key stakeholders in the region. We work hard to engage with our local communities and with all users of the airport to gather their feedback so that we can adjust our ways of working to continually improve. I’m grateful to the members of our Independent Consultative Committee who serve a vital role in the engagement between the airport and our neighbouring communities.”