MINUTES OF A MEETING OF THE AIRPORT USERS ADVISORY GROUP
held on Friday 4 June 2010 at Olympic House, Manchester Airport
Mrs S Matlow (in the Chair)
Ms W Casey
Mr N Duncan
Cllr D Neilson
Cllr J Pantall
Cllr D Quayle
Mr J Thomas
REPRESENTING MANCHESTER AIRPORT PLC:
Mrs R Graves, Assistant Secretary
Mrs D Parker
Cllr K Whitmore
10 APPOINTMENT OF CHAIRMAN
That Mrs S Matlow be appointed as the Chairman for the ensuing year.
11 APPOINTMENT OF VICE CHAIRMAN
That Mr J Thomas be appointed as the Vice-Chairman for the ensuing year.
12 MINUTES AND MATTERS ARISING
UK Border Agency – E-Passports
Howard Wienholt reported that there had been some problems with the e-
passport system due to technical difficulties and reliability issues and this had
meant that the booths were not always open as stated. Members suggested
sending a letter to UK Border Agency outlining their concerns.
(1) That the Minutes of the meeting of the Group held on 19 March 2010
be confirmed as a correct record.
(2) A letter be sent to the UK Border Agency on the availability of the e-
13 CAR PARKING MATTERS
Members received a report on car parking matters at the Airport from
Nolan Hough and Peter Cain. It was reported that:
New Products - the Premier Park site was being re-opened as a
storage compound for Valet/Meet & Greet vehicles. Hand held check-
in devices were being purchased to improve customer service and
Customer Loyalty – the ‘remember me’ function was now live on the
website and customers could register and store their details for future
Capital Schemes – a new monitoring system was being installed in
Terminal 1 multi-storey car park, which would guide arriving cars to
vacant parking spaces.
Complaints – car parking complaints still accounted for 40% of
complaints received. A survey was being carried out on customer
satisfaction and the results would be reported at a future meeting.
Members commented that there was usually a long queue to Terminal 1 car
parking and cars wishing to use the drop off area were held up as there were
no dedicated lane markings directing them to this area. Peter Cain agreed to
look into this matter to see if it was possible to provide signage.
That the report be noted.
14 OUTSTANDING ISSUES AND AREAS OF CONCERN
Claire Longden reported on outstanding issues and areas of concern raised at
the last meeting.
Following the suggestion at the last meeting that murals be created for the
bare walls after check-in in Terminal 1, it was reported that the walls were
designed to be a neutral colour to provide a calming influence after the
stressful experience of check-in. Members suggested that the colour could be
shaded to provide more interest.
The number of trolleys in circulation had been increased and the new locks
had been installed. Extra storage areas for the trolleys had been created in
the baggage reclaim halls. It was hoped that these measures would reduce
the number of complaints received in relation to trolleys.
The Consultative Committee, at its meeting on 16 April, had been concerned
about the response given to this Group in relation to the children’s rides
adjacent to the amusement gambling machines and asked that the Managing
Director reconsider this issue. Members felt the Managing Director only had
the comments made at that meeting and agreed to move the rides without
knowing the full facts of the regulations and suggested that the placement of
rides be covered in the Managing Director’s report to the next Consultative
That the report be received.
15 CLEANLINESS, TOILETS AND CLEANING PROGRAMMES
As John Fahie was unable to attend this meeting, Claire Longden agreed to
email Members an update on the cleaning issues previously raised.
Members were concerned about the smell in Baby Changing areas and asked
how often the bins were emptied and were informed that from 1 May the bins
would be emptied twice a week. Members thought that this was still not
enough to stop the smell. However, Members were informed that when the
new contract came into effect from 1 June, the bins would be empties as and
That Claire Longden email Members with an update on the cleaning issues
16 GROUND TRANSPORT MATTERS
A report was presented by Bob Longworth, Ground Transport Manager, which
brought members up to date with progress on the Airport’s surface access
projects and issues. These included:
Third Rail Platform – MAG had submitted two alternative designs for
the screen and where waiting to see if these was acceptable to Network
Metrolink – it was hoped the new Government would continue with the
Metrolink extension to the Airport. A copy of the station layout was
handed out to Members, which showed the location of the Metrolink
Controlled Parking Zone Orders – Manchester City would be
advertising changes to the Airport Controlled Parking Zone and Road
Traffic Orders, which were last updated in June 2005. The revised
orders covered the changes to the forecourts and the Cargo Centre.
The Airport approach roads – Ringway Road, Outwood Lane, World
Way, Palma Avenue and Ringway Road West, were proposed as
Modal Scores 2009 - the results of the CAA Air Passenger Survey 2009
had been published and showed that 34% of passengers were dropped
of by private car, 27% used taxis, 10% used rail and 3% used bus and
That the report be received.
Paul Russell and Claire Longden presented the performance reports on the
number of complaints received from passengers and on the standard and
quality of generic services provided at the Airport, together with the
operational performance statistics for February, March and April 2010.
The Airport had an overall satisfaction score of 3.89 in the Quarter 4 ASQ
survey results. This score was down on the previous quarter but the Airport
remained in 4th position for overall satisfaction in the benchmarking group.
Members asked if they could have information about how the areas
highlighted ‘red’ in the ASQ were aiming to improve their performance.
The introduction of the body scanners had resulted in 34 complaints being
received in February and excluded the complaints received from non-flying
The volcanic ash and the disruption it caused was the main reason for
complaints in April, with the majority being directed towards the Airlines over
lack of information provided.
From May, Customer Relations would take over the complaints handling,
customer service recovery and customer promoter elements of the Car Parks
That the reports be received
18 DEPARTMENT OF TRANSPORT CONSULTATION ON CODE OF
PRACTICE FOR THE ACCEPTABLE USE OF ADVANCED IMAGING
TECHNOLOGY (BODY SCANNERS) IN AN AVIATION SECURITY
The Department of Transport (DfT) had published for consultation a Code of
Practice for the acceptable use of advanced imaging technology in an aviation
security environment. An interim Code of Practice had been published to
support the implementation of security scanners at Heathrow and Manchester
as part of a package of measures in response to the attempted attack on
Northwest flight 253 to Detroit on Christmas Day 2009. The Government was
now seeking the views of stakeholders on the Code of Practice with a deadline
for responses of 21 June 2010.
Members supported the adoption of the Code of Practice and had no
disagreement with the questions in the consultation as they had the chance to
observe the operation of the scanners, received an explanation of how they
worked and officers had answered their specific questions especially in
response to their concern about availability of same sex screening.
Howard Wienholt confirmed that Manchester Airport operated within the
parameters set down by the DfT. He also reported that one of the Scanners in
Terminal 2 was being moved into Terminal 1. Also new hi-tech security
booths with automatic glass doors which acted as advanced metal detectors
were being installed to replace the traditional archway metal detectors.
That the Airport User Advisory Group’s response to the Consultation on the
Code of Practice be forwarded to the Department of Transport.
19 OTHER ISSUES AND ITEMS
a) Update on Signage
It was reported that the internal signage work had now been completed
and work was commencing on replacing signs externally.
The Chairman asked if in Terminal 3 the signage for ‘ritual washing
facilities’ could include the symbols for ‘toilets’ as well as passengers
did not seem to know that toilets were also available for use in these
b) Play Area in Terminal 2
The Members who had been involved in the Play Area project in
Terminal 2 reported that they were disappointed with the final outcome.
They had been expecting a more colourful surround than the wood
coloured fence, which was very flimsy. The Chairman reported that the
two times she had visited the play area the interactive screens had not
been working. Clare Longden replied that staff had now received
training on how to reboot the interactive screens and the play area was
regularly checked to see if they were working. However, Members felt
that this company’s product was most unsatisfactory and asked for
information on how many times the screens had broken down since
installation and details of the repair response times for the next
c) Landside Bins
Fifty bins had already been delivered with the remaining 20 arriving this
week. The bins would be installed in the landside public areas in the
An update would be given at the next meeting on how well the
travellators were operating.
Members were concerned that only one lift out of three in Terminal 1
was working today and they had observed long queues waiting for the
20 NEXT MEETING
The next meeting of the Group would take place at 1.30 pm on Friday
1 October 2010.
Members requested a briefing on the Terminal 3 refurbishment at this