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MARGARET IS THE NEW PASSENGER-CHAMPION AT CARDIFF INTERNATIONAL AIRPORT

Cardiff International Airport has a new Customer Service Manager, with a new plan, dedicated to championing more than 2 million passengers.

Margaret James has been promoted to Customer Service Manager, after four years of manning the airport‘s information desk, and experience of working with one of the world‘s biggest ground-handling agents. 

Her new appointment forms part of a programme of change at the airport, aimed at improving every aspect of traveller experience. 

“Quite simply, my new role is to work with all airport staff, and our partners, to ensure that we all deliver the very best experience for anyone travelling through our airport, and the best service to our customers – the airlines and tour operators”, said Ms James. 

That role will include monitoring every service provided at the airport, from luggage-handling to catering. 

“My job is to get everyone at the airport, including those involved in car-parking, check-in, security-checks, catering, and retailing to recognise their role in delivering a team-approach to making Cardiff International the airport of choice”, said Ms James. 

“I shall be tracking the time taken for passengers to go through the check-in procedures and the time taken to reclaim their baggage”, she added. 

Margaret will also be involved in training programmes for all the airport‘s partners, including ground-handling agents, catering providers, and retailers. 

“Passengers assume that the airport is responsible for every aspect of their experience, from car parking to check-in, retail and catering:  so my job is to engage all the partners who provide those services to deliver the best possible service”, said Ms James. 

With a background in medical research, Margaret is one of the airport‘s “first-response” volunteers, trained in providing emergency resuscitation.

 

ENDS             23rd May 2007  

For further information please contact David Sturgess, Sturgess Van Damme, on 01275 349011 or email david@sturgessvandamme.co.uk

 

Photo caption:

Jon Horne, Managing Director of Cardiff International Airport with Margaret James, Customer Service Manager