Article from BTNews 10 APRIL 2017
Gatwick’s ombudsman
In another extension to its programme to care for Passengers with Reduced Mobility (PRM), including those with disabilities or who experience other issues, Gatwick has established an ombudsman service to resolve disputes that may arise.
The airport has enlisted the Centre for Effective Dispute Resolution (CEDR), a not-for-profit organisation providing independent advice, to give equal consideration to the word of the consumer and the word of the company.
The centre operates a panel of legally-trained adjudicators to achieve a fair and reasonable outcome for both parties by considering the evidence presented, the specific circumstances, and other information directly.
The service follows Gatwick recently becoming the UK’s first nationally recognised autism friendly airport after it appointed an Autism Ambassador (BTN 14 November 2016), and following the roll-out of a hidden disability lanyard scheme to help passengers who need extra support.
CEO Stewart Wingate said: “While we strive to ensure passengers receive the best service, we recognise things can sometimes go wrong. In these situations, it’s important to have a fair, simple and clear process in place to resolve disputes.”
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