Welcome
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 4 other members of GATCOM who also serve on the PAG. These are the GATCOM Chair and Vice Chair, an airline representative and ABTA .
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.
