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Airport customer service programme expanded

29 May 2013

A customer service programme that gives Jersey Airport passengers a more personal approach has been so successful that it has been expanded.
The Happy to Help programme involves specially-trained hosts helping passengers on busy Saturdays between May and September.
It has been so successful since it was first trialled in 2010 that the number of hosts has this year increased to eight.
The team, who mainly act as roaming information providers, now work in both the departures and arrivals terminals offering advice and help to people using Jersey Airport.
The team's Happy to Help sky-blue polo shirts make them very visible around the airport, and their roles include:
  • helping passengers at the check-in desk
  • advising on security procedures
  • supporting passengers needing special assistance
  • giving directions
The Group Customer Relationships Manager for Ports of Jersey, Rosemarie Grimster, says the response from passengers has been positive.
"We recognise that there are some passengers using our airport who may have slightly different travel needs than others," she said. "To have these additional Happy to Help hosts, each of whom has been specifically trained, is a welcome addition to our highly-skilled Terminal Services Team.
"It also provides our customers with a direct line of communication between the airport, the airline and their individual ground handler on the busiest operational day of the week, thereby ensuring the very highest standards of service and information are offered to them. At the very least, they help to brighten people's day and this goes a long way to leaving a positive first and last impression of Jersey."
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