That means it can better utilise its resourcing and manning levels to provide the best service to customers where and when demand requires it.
Other areas of improvements introduced in customer services include:
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A new dedicated assistance desk, specifically for passengers who have pre-booked assistance directly with their airline. The facility and service is looked after by ground agents, Swissport, who manage passenger services on behalf of many airlines, including easyJet, Flybe and Jet2.
New baggage trolleys and wheelchairs, which, due to their lighter weight are now easier to handle and manoeuvre.
An investment in purchasing additional Automated External Defibrillators (AED) to bring the total number available throughout Jersey Airport to six. Staff from Ports of Jersey, based at the airport along with appropriate business partners, including check-in staff and security agents have received appropriate training in the use of the equipment by St John’s Ambulance. An AED is also available at Elizabeth Harbour.
Creation of a dedicated ‘Kids Corner’ play area in the airside departures lounge to compliment the existing play zone in the Arrivals Terminal.
Installation of a water bottle refill facility to help Ports of Jersey reduce its plastic use. Departing passengers can simply empty any spare liquids from their water bottle prior to central security search and refill their bottles with water after security at no charge. This is in addition to the two complimentary water fountains available to passengers in the airside departures area.
With inclement weather and unexpected technical issues sometimes causing delays, Ports of Jersey has set up a dedicated flight tracker service on its Twitter feed, JERFlights. Passengers or those waiting for flight updates simply tweet the flight number (e.g. EB1234) to this address and receive regular updates. This service is NOT available through the usual Jersey Airport twitter page, JERairport.
Customer Relations has particularly focused recently on improving services and facilities for passengers with specific travel needs. Towards the end of 2018, for example, Jersey Airport adopted the ‘Hidden Disability Pin & Lanyard’ scheme, designed to alert airport staff that the user has a hidden disability and may need additional time and support when travelling. The customer relations team is also working with internet-based charity, Stomawise UK, which is a support charity for ostomates, providing guidance on appropriate facilities required for the airport’s disabled toilets as well as appropriate training for staff. Stomawise UK is fully supported by the Civil Aviation Authority and works very closely with Jersey’s General Hospital.
Down at the harbour, improvements have also been made to the Elizabeth Harbour Terminal including installation of new flooring, ceilings and lighting together with the upholstery of seats and some redecoration. The work also included new signage, passenger information screens and a reconfiguration of internal walls, which has improved the overall flow of departing passengers through central security search. The project was completed with the creation of a graffiti wall art featuring some well-known Jersey icons, such as potatoes, cows, the sea, beaches and heritage.
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A new 180-seater restaurant, called ‘The Shipyard’ is due to open in spring 2019 and will be operated by established caterers, Casual Dining Group (CDG), which already runs the Bella Italia and Café Rouge brands in the UK.
The new restaurant aims to cater for both local customers as well as ferry passengers, promising an all-day high quality dining experience, including both ‘Grab & Go’ options as well as an a-la- Carte offering. With the creation of a large indoor play area and dedicated children’s menus, the restaurant will appeal to families. A dedicated stage will allow the venue to offer evening entertainment and live music, and it is hoped to attract the corporate market and cater for large private functions.
In line with many other public car parks island-wise it is now possible to pay parking charges at the Elizabeth terminal by phone App. Usual parking charges and restrictions apply.
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