Facilities management firm OmniServ has secured a new multi-year contract to provide assistance services for passengers with reduced mobility (PRM) at Liverpool John Lennon Airport (LJLA), UK, following a successful re-tender bid.
In 2018, OmniServ assisted 52,604 passengers requiring support across 22,065 flights arriving and departing from the airport. OmniServ was first awarded the PRM contract in 2016 and LJLA’s rating with the Civil Aviation Authority’s (CAA) accessibility report improved from ‘good’ to ‘very good’ in 2018. This was delivered through a commitment to exceptional customer service and collaboration between the airport and service provider to ensure the passenger experience is central to everything they do.
As part of the contract extension, OmniServ will introduce new equipment and innovative technology to further enhance the overall passenger experience.
“I am genuinely proud of my team’s track record and relentless efforts in delivering a great service,” said Marc Buckle, general manager, North, at OmniServ. “They have taken LJLA’s brand values of ‘faster, easier, friendlier’ and incorporated their meaning into every aspect of our passenger assistance operation. We are delighted to continue our partnership and work together in making Liverpool a beacon of excellence in the northwest.”
Antony Marke, group managing director at OmniServ, added, “Our focus will remain on comfort and dignity as passengers travel through the airport. Our fundamental belief that every customer, regardless of their assistance needs, has the right to enjoy air travel will ensure LJLA remains an airport of choice for customers who rightly expect an excellent level of service.”