Passenger Advisory Group


Samantha Williams,
Chair of Passenger Advisory Group

I am the current Chair of the Passenger Advisory Group (PAG), supported by a group of enthusiastic and energetic colleagues. Our role is to be a “critical friend” to the airport, providing feedback, both negative and positive to Gatwick Airport Limited (GAL), and their partners, in relation to all aspects of the passenger journey whilst at the airport. We also look at  some ancillary aspects of the airport, such as surface access travel to the airport both rail and non-rail. We report to GATCOM quarterly, on our activities and recommendations as a result of our work.

The PAG comprises of 16 unpaid volunteers of mixed ages, drawn from all walks of life, who are appointed by GAL after an open recruitment exercise open to anyone living within a reasonable distance from the airport. In addition there are 5 other members of GATCOM who also serve on the PAG. These are the GATCOM Chair and Vice Chair, an airline representative, and ABTA and Which representatives.

Every passenger is important and individual. We consider everyone’s needs whether travelling as a family, those with disabilities or needing special assistance, on business, as well as others who drop off or collect travellers.  All are important. Customer Service is paramount to each individual, at each touch point of the airport, whether check in, security or retail and food and beverage in the departure lounges, to name but a few. We work with GAL to ensure the safety, comfort and care of each passenger. We also work hard to ensure accessibility for all and continuous improvement. Accessibility is rightly recognised to be a hugely important topic with changing demographics of society as GAL strive to make the airport and travel, accessible to all. Our PAG sub groups ensure that the finer detail of all individual categories is scrutinised.

In addition to the sub groups, as part of GAL’s Contracts and Commitments framework we work more strategically alongside the airlines. We are consulted in relation to the airport’s 5 year rolling Capital Investment Programme. We also look at the way in which the airport deals with feedback and make recommendations as a result of our findings. We also consider sustainability issues and GAL’s work to constantly develop, in these environmentally important areas.

I am elected as Chair until January 2028. I will be Chairing the main PAG meetings, attending sub group meetings, meeting with GAL executive staff and attending the airport on various ad hoc occasions for other events, as well as presenting a summary of our work, findings and recommendations to each quarterly meeting of GATCOM. It is an exciting and challenging role.

You can read about our work in the summary of our activities that I present to each meeting of GATCOM – see the agendas for GATCOM meetings which can be found on our “Agendas and Minutes” page.

PAG’s Work

The PAG forms part of the Gatwick Airport Consultative Committee (GATCOM) and takes a keen interest in the comfort, care, safety and security of passengers using the airport. The Group makes recommendations to Gatwick Airport Limited (GAL) for improvements in these areas as well as reviewing feedback from passengers.

All members are committed to help make the airport a seamless, user-friendly and relaxed experience for passengers. It monitors services and facilities at the airport and acts as a critical friend to GAL.

GAL takes responsibility for customer service at every stage of the airport journey very seriously and strives to achieve its passenger commitments.  Full details of Gatwick’s passenger commitments are available on its website: passenger-_commitments_may14.pdf.

PAG is made up of a cross section of regular and occasional air travellers, and all bring some knowledge of, and a genuine interest in the way the airport’s services and facilities interface with passengers.  Members are also encouraged to work independently with the airport to build relationships with key managers and project leaders.

Members visit the airport several times a year, monitoring and assessing facilities in order to make recommendations. These visits include formal quarterly meetings with GAL.

GAL is a regulated business by the Civil Aviation Authority (CAA). The CAA undertakes regular in-depth reviews of GAL’s business and concluded in 2014 that PAG should have a formal consultative role in the development of the airport’s five year Capital Investment Programme (CIP). PAG is therefore now consulted alongside GAL’s airline customers for input on the overall five year CIP and separately on the major development projects through joint GAL/airline/PAG working groups.
Passengers in walkway

The Role of PAG

  • To monitor the procedures and facilities available to passengers and to make recommendations for their improvement.
  • To identify any issues arising from passenger experiences and make recommendations.
  • To identify any gaps in services available to passengers.
  • To consider procedures for handling and responding to passenger complaints.
  • To provide a formal response to Gatwick Airport Limited’s consultation on the development of the airport’s five year Capital Investment Programme (CIP) to give the passenger perspective.  This is a requirement of the CAA’s regulatory licence agreement with Gatwick Airport Limited.
  • To provide a passenger overview on airport developments at the design stage.
  • To establish and maintain a positive working relationship with relevant Gatwick Airport Limited managers and airline contacts, including consultation in respect of key developments for passenger services and facilities.
  • To report regularly to GATCOM and to make recommendations in respect of its conclusions and concerns about the provision of passenger facilities and service quality at Gatwick.

Luggage on carousel

Passenger Feedback Audit

The opportunity for PAG members to review the response of GAL and its business partners to passenger feedback is an important element of the PAG’s work. A quarterly audit undertaken by up to four PAG members helps to ensure that the airport’s response to passenger feedback is done in an appropriate and timely manner.

If a passenger is not happy with the response received from GAL, the passenger may refer the matter to GATCOM. Whilst GATCOM is not a passenger complaints resolution forum, the PAG Chair and members of PAG’s Passenger Communications Working Group may be asked by the Secretariat to review the airport’s process for handling of the response and whether there are any outstanding issues for GAL’s consideration.
Departure gates sign

Passenger Complaints

If you experience poor service or problems at the airport passengers should make their complaint direct with the airport. Gatwick Airport Limited welcomes feedback from passengers and users, both good and bad, and publishes details of how to contact them on their website:

Customer Service Team
Gatwick Airport Limited
Destinations Place
Gatwick Airport
West Sussex

Or email them using the on-line feedback form:

Include all relevant information and give as much information as possible such as:

  • Your full contact details – including address, email and phone number
  • Full details of all passengers – including names and addresses
  • Your booking reference and travel dates
  • The flight number, departure and destination airports
  • Details of where the disruption occurred
  • Information about the length of delays
  • The names of any staff you spoke to

Passengers with luggage

Passenger passing through security