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Dave

July sees improving passenger experience at Heathrow following cap on departing numbers

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Heathrow has issued an update on passenger experiences through the airport during July 2022.

Following the introduction of a daily passenger cap, the airport has produced a five bullet point statement, detailing the growth in passenger numbers and explaining the measures in place to produce further improvement in the passenger experience.

The Heathrow statement reads as follows:

  • We have seen the largest rise in passenger numbers of any European airport in the last year. Over 6 million people travelled through Heathrow in July and an estimated 16 million are expected between July and September.
  • The cap on departing passenger numbers has delivered improvements to passenger experience, with fewer last minute flight cancellations, better aircraft punctuality and baggage delivery.
  • Integral to increasing the departing passenger cap is increasing airline ground handler capacity and resilience, and we have initiated a review of ground handling to support that objective.
  • Recruitment for this summer’s getaway began last November, and we have hired an additional 1,300 recruits. Security resource is back at pre pandemic levels, enabling 88% of Heathrow passengers to clear security within 20 minutes or less. 
  • Border Force has performed well so far this summer and we are working to help them secure sufficient resource to serve the peak in passengers returning to the UK over the next few weeks.

Adding to the statement, Heathrow CEO John Holland-Kaye said,

Passengers are seeing better, more reliable journeys since the introduction of the demand cap. I want to thank all my colleagues across the airport for their amazing work in getting people away. This has only been possible because of the collective and determined efforts of airport, airline and wider Team Heathrow teams.

Dave

Statement on the future of Doncaster Sheffield Airport

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Doncaster Council and South Yorkshire Mayoral Combined Authority have issued the following statement regarding Doncaster Airport.

Doncaster Sheffield Airport

Doncaster Sheffield Airport owners, The Peel Group has confirmed in a meeting with senior officers from both Doncaster Council and South Yorkshire Mayoral Combined Authority (SYMCA) and Doncaster Chamber of Commerce – that they will look at all options to keep the airport open. They would be willing to consider a range of options that could result in the maintenance of aviation operations on the site.

There is a mutual recognition that the airport and wider Gateway East site are inextricably linked, and all viable options are still on the table for discussion, including the sale to another owner/operator.

Each of the options will now be further investigated within the extremely tight consultation period Peel has set for its strategic review, with an acknowledgement that this may need to be extended.

The urgency of this work cannot be underestimated and will be conducted at pace and commitment by Doncaster Council and the SYMCA.

We have mobilised a number of groups including a business advisory board and our region’s MPs. We are now working closely with the Department for Transport and have jointly commissioned an economic impact assessment alongside our private sector partners to inform the best possible outcome for Doncaster Sheffield Airport, Doncaster and South Yorkshire.

The region is also working with Government as we look for support with this nationally significant airport.

Our work continues and we will provide updates when they are available. Thank you to everyone who came along to the recent public meeting to ask questions and share ideas, and to those who have supported our efforts to see DSA continue as an aviation operation in Doncaster. We want to see the airport remain open.

The statement comes on the back of the news that the Board of Doncaster Sheffield Airport are reviewing “strategic options” for the airport, following its conclusion that “aviation activity on the site may no longer be commercially viable”.

Dave

GTM strengthens board

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Global Travel Management has announced the appointment of its first Marketing Director.   

Mark Wilson has joined the board to steer and oversee all marketing campaigns and external communications for the award-winning travel management company.   

Speaking ahead of the appointment, Scott Pawley, GTM’s Managing Director said,  

We have known Mark for a number of years and I am delighted he will be joining our board to provide a fresh perspective on the way we communicate with clients and the wider industry.

Like GTM, Mark has been involved in the travel industry for more than two decades.  But he also brings marketing and journalism skills which will help us get our message across.  

Mark Wilson said,  

I was thrilled to be offered the opportunity to tell GTM’s story.  The company has negotiated the pandemic, increased its customer-base, won new business and developed its portfolio of products.  So now is a great time to share what sets us apart from the crowd.   

GTM has a reputation of being innovative and responsive, and never being afraid to do new things.  This will continue as we look to launch more industry-firsts and industry-bests.  And I am looking forward to telling people all about the work we do that makes GTM the perfect fit for its customers and suppliers.   

Dave

Panorama episode “Airport Chaos: What’s Gone Wrong?”

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Global Travel Management Managing Director Scott Pawley has written to the Producer’s of BBC’s Panorama in response to this week’s episode, Airport Chaos: What’s Gone Wrong?

19 July 2022

Airport Chaos: What’s Gone Wrong?

Dear Panorama  

This week’s edition of Panorama was an interesting, although sadly unbalanced report on the temporary issues facing the aviation industry and affecting airline passengers.   

The selection of statistics highlighted some of the issues facing travel this Summer but did very little to provide the ‘other side of the story’.  Specifically, that travel has returned, it’s growing very quickly and it’s fast approaching business as usual.   

The report claimed that between 2% and 4% of flights are having to be cancelled.  That’s bad news for anyone whose holiday is affected – those passengers should complain and should always demand the compensation that’s due to them.   

But the programme did very little to highlight the fact that between 960 and 980 flights in every thousand are going ahead; close to the 990 flights per thousand in “normal times”.   

Or that Heathrow – for example – has coped with 40 years’ worth of growth in just four months.   

Or that Heathrow has forecast to have as many security staff in place as pre-pandemic levels by the end of this month.   

UK plc requires its businesses to succeed.  And to do this, it relies on the BBC to illustrate the whole picture.  Because confidence in travel breeds success in business.   Business trips can face snags.  But this has always been true – as Aviation Minister Robert Couts said on your programme, “I can never promise there will never be delays”.  But, as Rory Boland also said on your show, “before you book, take a look around what’s happening at the airport near you [and] the airlines you’re considering and make your decision based on that”.  That’s exactly what savvy business travellers do – most effectively by relying on travel management companies to smooth the bumps in the road.   Flight cancellations may affect business plans, but, with careful management and with access to all options, they don’t need to ruin them.  

A case in point is your presenter’s visit to Milano Malpensa, with a crew, to interview Armando Brunini, CEO of SEA Milan Airports.  A crucial business trip that took place, despite “the chaos”.   

Aviation is returning, quicky to the successful, important industry it was, pre-pandemic.  Within weeks, I hope the focus will be on how well international travel has recovered, across all UK airports and all airlines.    

A “panorama” can be defined as something that enables the viewer to see the whole picture.  This week’s episode failed in that regard, because it omitted some of the strides the industry is making.   

I look forward to the follow-up, “Panorama: How Did Aviation Return So Quickly?”  

Yours faithfully  

Scott Pawley  

You can see the episode of Panorama on BBC iPlayer.

Dave

Heathrow Airport sees 40 years’ worth of growth in four months

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In a sign of the recovery of UK aviation, nearly 6 million passengers travelled through Heathrow in June, totalling 25 million passengers in the first six months of the year.

The unprecedented growth in passenger numbers over the last four months matches what took place over the last 40 years.

Heathrow re-started recruiting in November 2021 in anticipation of capacity recovering in the Summer of 2022. By the end of July the airport will have as many people working in security as there were pre-pandemic. The airport has also reopened Terminal 4 to provide more space for passengers.  

Rebuilding capacity quickly is very challenging after the significant reductions in resource across the entire aviation supply chain. Arrivals punctuality is very low as a result of delays at other airports and airspace congestion across Europe and this has compounded the challenge of resource constraints for the airport, airlines, ground handlers and government agencies.

In spite of this, the airport claims to have been able to provide a good level of service for the vast majority of passengers. However, despite its ‘best efforts’ there have been periods in recent weeks, where service levels have not been acceptable, with long queue times, delays for passengers with reduced mobility, bags not travelling with passengers or arriving late. The airport has stated it wants to apologise to passengers affected by this.

The airport spokesman told us:

In June, the DfT and CAA asked the aviation sector to review summer schedules, including implementing a ‘slot amnesty’ to encourage airlines to remove flights without penalty that will minimise further disruption for passengers over the summer getaway. Our number one priority at Heathrow is giving passengers a safe and reliable journey. We will carefully assess if airlines’ reviewed schedule changes will help achieve that.

Many people will not have travelled in some time. Passengers can help prepare for their journeys by ensuring they arrive at Heathrow no earlier than 3 hours before their flights, that they have their liquids less than 100ml packed in a clear, resealable 1L bag and remove their large electronic items from their bags prior to security checkpoints.

We are assessing the CAA’s latest analysis for the H7 regulatory period and will comment in due course.

Heathrow CEO John Holland-Kaye said:

Last month, we saw exponential growth in passenger numbers as nearly six million people got away – the equivalent of 40 years of growth in just four months. I am very proud of the way that our team is rising to the challenge of growth, and giving excellent service to the vast majority of passengers. However, we have already seen times recently when demand exceeds the capacity of the airport, airlines and ground handlers.

We will review the schedule changes that airlines have submitted in response to the government’s requirement to minimise disruption for passengers this summer and will ask them to take further action if necessary. We want everyone who is travelling through Heathrow to be confident that they will have a safe and reliable journey.

Dave

Qatar Airways Unveils Platinum, Gold and Silver Lounges for Privilege Club Members and oneworld Partners

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Qatar Airways has unveiled Platinum, Gold and Silver lounges at its award-winning hub, Hamad International Airport (HIA), inviting Privilege Club loyalty members and oneworld alliance card holders to access the dedicated lounge corresponding to their frequent flyer tier status when transiting through Doha.

The state-of-the-art lounge facilities, with stunning runway views, will provide a peaceful haven to Qatar Airways Platinum, Gold and Silver loyalty members, and oneworld Emerald and Sapphire card holders.

The brand new facilities will offer new spaces where passengers can rest, unwind and enjoy some of Qatar Airways’ renowned amenity products from Diptyque, and indulge in international cuisine and a wide beverage selection.

Qatar Airways Group Chief Executive, His Excellency Mr. Akbar Al Baker, said:

It is my pleasure to announce the opening of three premium frequent flyer programme lounges at Hamad International Airport.

Our latest Platinum, Gold and Silver lounges demonstrate the airline’s commitment to rewarding Privilege Club and oneworld alliance members with coveted benefits that befit the service quality Qatar Airways is synonymous for.

We look forward to welcoming passengers to experience our sophisticated, modern and spacious lounges when transiting through the World’s Best Airport.

Qatar Airways Platinum, Gold and Silver Lounges offer an ideal space for relaxation or socialising with family and friends.

Passengers can extend an invite to one guest using their plus-one complimentary access – eligible to Qatar Airways Platinum and Gold Privilege Club members, and oneworld Emerald and Sapphire members.

Qatar Airways Platinum Lounge South

Located on concourse A of HIA, Qatar Airways Platinum Lounge South will be home to Qatar Airways Platinum loyalty members and oneworld Emerald card holders. The state-of-the-art lounge accommodates up to 140 passengers, and is equipped with a quiet area, a prayer room, a bar, a restaurant, and showers. Passengers are welcome to enjoy à la carte dining or buffet, and utilise the complimentary WiFi provided. 

Qatar Airways Gold Lounge South

Located on concourse A of HIA, Qatar Airways Gold Lounge South will be home to Qatar Airways Gold loyalty members and oneworld Sapphire card holders. The newly inaugurated lounge has the capacity to accommodate up to 85 passengers, and offers an array of services including family seating, a bar, a dining area, a full buffet dining experience, showers, and complimentary WiFi.

Qatar Airways Silver Lounge South

Located on concourse B of HIA, Qatar Airways Silver Lounge South will be home to Qatar Airways Silver loyalty members. First opened in March 2022, the lounge accommodates up to 195 passengers, offering meeting rooms, a family area, a quiet area, buffet dining and baggage storage facilities. 

Qatar Airways was announced as the ‘Airline of the Year’ at the 2021 World Airline Awards, managed by the international air transport rating organisation, Skytrax. It was also named ‘World’s Best Business Class’, ‘World’s Best Business Class Airline Lounge’, ‘World’s Best Business Class Airline Seat’, ‘World’s Best Business Class Onboard Catering’ and ‘Best Airline in the Middle East’.

In addition to the launching of the Gold, Silver and Platinum lounges, Qatar Airways will be increasing its Doha – Melbourne flights from the current once-daily schedule to double-daily flights from 1 October with the support of the Victorian Government. The airline and the Victorian Government signed a strategic agreement to increase connectivity to Melbourne to further boost trade and tourism.

Meanwhile, Berlin is set to benefit from enhanced connectivity to over 150 destinations, following the increase in Qatar Airlines services from daily flights to initially ten and further rising to eleven weekly flights from Berlin Brandenberg Airport.

And Qatar Airways have agreed to appear as the Official Jersey Sponsor of Paris Saint-Germain, starting from the 2022-2023 season.

Qatar Airways currently flies to more than 150 destinations worldwide, connecting through its Doha hub, Hamad International Airport, currently named the ‘Best Airport in the World” by Skytrax World Airport Awards 2022.

Dave

IHG and Unilever join forces to end single-use bathroom miniatures

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IHG Hotels & Resorts has announced a global collaboration with consumer goods company Unilever to replace bathroom miniatures with bulk amenities in over 4,000 hotels.

In 2019, IHG became the first global hotel company to commit to all of its hotel brands removing bathroom miniatures in favour of larger-size amenities, a key step in its pledge to eliminate single-use items throughout the guest stay by 2030.

All of IHG’s markets are now covered by bulk bathroom amenity contracts.

Unilever’s largest brand, Dove, will supply full-size hand wash, body wash, shampoo, conditioner, and body lotion to IHG Essentials and Suites Collection hotels, including Holiday Inn, Holiday Inn Express, avid hotels, Staybridge Suites and Candlewood Suites.

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The roll out of full-size Unilever products across IHG’s mainstream brands, which accounts for around 80% of IHG’s portfolio, follows the recent launch of larger-size bathroom amenities into InterContinental Hotels & Resorts properties.

The switch to full-size formats is expected to save at least 850 tonnes of plastic annually in IHG’s Americas region alone – the equivalent weight of five fully-grown blue whales or 70 double-decker London buses.

Yasmin Diamond, Executive Vice President, Global Corporate Affairs, IHG Hotels & Resorts, commented:

IHG has pioneered the move to minimal waste in the hospitality industry and we’re excited to spell the end of bathroom miniatures through our collaboration with Unilever. Our guests are increasingly mindful of the impact their travel choices have on the environment and our colleagues, investors, owners and suppliers all expect us to act responsibly. Transitioning to bulk amenities across our global estate was one of our first significant steps towards eliminating single-use items throughout the guest stay by 2030. We’ll continue to find innovative solutions for operating more sustainably to deliver our purpose of True Hospitality for Good.

Umesh Shah, CEO Unilever International, added:

Unilever is committed to making sustainable living commonplace, and we have ambitious targets across every part of our business. We are pleased to partner with IHG Hotels & Resorts to help extend sustainable living into the travel industry by providing bathrooms with bulk amenities. Through this collaboration, IHG’s guests will enjoy a range of products from Dove during their stay, while reducing their use of plastic.

IHG’s commitment to pioneer the transformation to a minimal waste hospitality industry forms part of its 10-year Journey to Tomorrow responsible business plan, which includes a series of ambitious targets to drive positive change for people, communities and the planet.

As well as switching to bulk amenities, the group is working to eliminate single-use items, minimise food waste and adopt circular solutions for major hotel commodity items by 2030.    

Dave

British Airways announce changes to the ‘Book with confidence’ policy

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British Airways have shared the following announcement regarding the ‘Book with confidence’ policy.

Since its introduction in March 2020, our Book with confidence policy has offered customers the flexibility and peace of mind to change or cancel their travel plans, when it mattered most.

As the world continues to emerge from the pandemic, there are now significantly fewer restrictions impacting travel. And as customer confidence continues to return, it’s clear that the recovery in our industry is now well underway.  

We are writing to inform you of changes to our Book with confidence policy, effective today: 

Bookings ticketed from 00:01 on 08 June 2022 will no longer be covered under this policy and will be governed by the fare rules on the ticket and our standard conditions of carriage; however, should new major travel restrictions be introduced, specific Customer Guidelines will be issued. 

Bookings ticketed from 03 March 2020 up to and including 07 June 2022, for travel completed by 30 September 2022, remain covered under our existing Book with confidence policy, where: 
i) any applicable change fee is waived (fare differential applies), or  
ii) the value of the booking can be held as credit for future travel, providing new travel is completed by 30 September 2023.

Dave

United reveal new Away kits

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Travellers flying in premium cabins on United’s long-haul international and premium transcontinental routes will experience the airline’s new, co-branded amenity kits designed exclusively for the airline by global travel lifestyle brand Away.

Inspired by Away’s iconic suitcases and versatile accessories, United offer three versions of the amenity kits, each with custom travel essentials and Sunday Riley’s United-exclusive range of clean, cruelty-free skincare products.

The collaboration signifies the first time Away, the global travel lifestyle brand, has partnered with a commercial airline.

Luc Bondar, vice president of marketing and loyalty and president of MileagePlus at United said

As travel demand continues to rise to unprecedented levels, travelers are seeking comfort and quality now more than ever when they fly—that’s why we chose to partner with Away.

Away’s mutual commitment to making travel more seamless, elevated and modern design aesthetic is in perfect harmony with United’s brand, and we’re thrilled to have the opportunity to be the only airline to provide this unique offering to our customers.

United and Away designed each amenity kit to be ‘the perfect accessory’ for customers to freshen up on long flights and reuse on future journeys.

The Away amenity kits offered include:

  • Hard Pod: For travellers flying in United Polaris® business on long-haul international flights. The sturdy shell and interior elastic band will help keep belongings organized.
  • Sports Pouch: For travellers flying in United Premium Plus® on long-haul international flights. Featuring a soft, protective material you can keep all your belongings organised —including your travel essentials.
  • Zip Case: For travellers flying in United Business on premium transcontinental flights. The water-resistant kit for transcontinental premium travellers is an ideal solution for storing liquids and moving quickly through airport security lines.
Left to right: Hard Pod, for travellers in Polaris Business Class; Sports Pouch for travellers in Premium Plus seats; Zip Case for travellers in Business, on transcontinental flights

Melissa Weiss, Away’s Chief Marketing Officer said

We are thrilled to partner with United to bring Away’s thoughtfully designed products to United travelers around the globe.

United’s mission to connect the world and their dedication to making travel as effortless as possible aligns with Away’s mission to create a more open world by making travel easier. We are certain this unique relationship between our two companies will do just that, making the travel experience more seamless for journeys near or far.

In addition to co-branded personal care essentials like earbuds, an eye mask, and a dental kit, the Away amenity kits will include United’s In-Flight Remedy skin-care products from trusted partner and customer-favorite Sunday Riley. 

Sunday Riley custom developed the In-Flight Remedy line to offer United passengers, high-end skincare products on long-haul international flights and transcontinental flights.

Formulated with hydration in mind to meet flyers’ needs for increased moisture as they travel, each amenity kit includes a variety of Sunday Riley products, from face creams and cleansing cloths to hand creams and lip balms.

Last month, United unveiled its first brand advertising campaign in nearly a decade “Good Leads The Way”, which highlights the airline’s determination to be a force for good not only for customers, but also for the communities it serves.


Dave

UK Government confirms mandatory hotel quarantine

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From 15 February 2021 anyone travelling to the UK from a country on the UK’s travel ban list will be required to quarantine in a government-approved facility for ten days.

The UK Government has announced the introduction of hotel-based quarantine. The notification states:

From 15 February anyone travelling to the UK from a country on the UK’s travel ban list will be required to quarantine in a government-approved facility for a period of ten days.

General Sir Gordon Messenger will play an important role in advising the government on the delivery of the programme

On the evening of 4 February, the Department of Health and Social Care issued a commercial specification to hotels near ports and airports, asking for proposals on how they can support the delivery of Managed Quarantine Facilities ahead of formal contracts being awarded.

The government has met with stakeholders from across the aviation, maritime, hotel and hospitality industries, and will now continue to finalise plans to enable implementation from 15 February.

The Government notification continued:

The Health Secretary [Matt Hancock] held discussions with his Australian counterpart on Thursday [4 February], and officials will speak with New Zealand officials to share expertise. DHSC has also held a series of roundtables with over 60 companies and industry representatives as the public and private sector work together.