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MINUTES OF A MEETING OF THE AIRPORT USERS ADVISORY GROUP
held on Friday 13 March 2009 at Olympic House, Manchester Airport

PRESENT:
    Mrs S Matlow (in the Chair)
    Ms W Casey
    N Duncan
    P Lane
    J Pantall
    J Thomas

REPRESENTING MANCHESTER AIRPORT PLC:

      A Brooke
      C Longden

SECRETARIAT:

      I Jones

APOLOGIES:

      A Bradley
      K Whitmore


1     MINUTES

      RESOLVED:

      That the Minutes of the meeting of the Group held on 19 December 2008 be
      confirmed as a correct record.

2     COMMUNITY VIGILANCE

      The Chairman introduced Sergeant Nigel Taberner from Greater Manchester
      Police who gave a presentation on Community Vigilance in relation to the
      Airport and in particular the perimeter and beyond. The main areas highlighted
      were:-

                o   Introduction and prevention measures
                o   Threat levels
                o   Remit of Community/Airport Police
                o   Area of operation (10 mile radius)
                o   Current Operations
                o   Hostile Reconnaissance
                o   Suspicious activities
                o   Advice and engagement with Community
                o   List of contacts
                o   Follow-up and post incident activities
        Members asked a number of questions which were responded to by Sgt
        Taberner. The Chairman thanked Sgt Taberner for an interesting and
        informative presentation.

    3   CAR PARKING

        Members received a report from Sharon Taylor, Product & Customer Services
        Manager on complaints received and works being undertaken.

        In Sharon’s absence, Claire Longden agreed to obtain and circulate responses
        to the following Issues which were raised by Members:

                The current situation and reasoning regarding the opening of a new
                 car park and the closure of Premier park car park
                Update on the Traffic Marshalls
                Update on the Airport Carz tender
                Update on the refurbishment of T1

        Members noted the intention of Car Park Management to bring their fortnightly
        reports on car parking to User Group meetings.

        RESOLVED:

        That the report be noted.

    4   AREAS OF CONCERN AND OUTSTANDING MATTERS

        Members of the Group had previously expressed concern about the following
        matters and received the appropriate response from the airport:-

        One remaining Issue now resolved but to be continually monitored:

                      o Use of seating. Contractors were still using passenger
                        seating for their breaks

        RESOLVED:

        That the report be noted.

5       CLEANLINESS, TOILETS AND CLEANING PROGRAMMES

        Members received an updated report from Airport Officers on their continued
        efforts to raise standards. Members also noted that the ttoilet refurbishment
        programme would be ongoing until completion in June.

        Members noted winter maintenance and gritting had hampered progress on
        general cleanliness due to lack of resources, but that the cleanliness regime
        was now back on track. It was reported that a successful trial had been
        undertaken in T3 with cigarette butt boxes with facilities to eradicate cigarette
        litter and that this would be rolled out to all areas in due course.
    RESOLVED:

    That the report be noted.

6   ISSUES RAISED BY WALKABOUT IN T3 and NEW T1 FOOD COURT

    The remaining following issues at landside and airside in T3 and the new T1
    Food Court were now resolved:-

               T1 - drip mats in front of all coffee dispensers to keep carpet clean
                Manchester Vending will watch for bad spillage areas when
                servicing their machines
               coloured banding on stainless steel posts & floor for people with
                sight problems The Airport are trying different types of bands to
                find a long-lasting, durable one

    RESOLVED:

    That the report be noted.

7   ISSUES RAISED BY WALKABOUT IN T1 ON 6TH JUNE 2008

    The following update was received on the one remaining outstanding issue
    identified by the Users Group on the landside and airside Walkabout in T1:

               Difficulties with boarding card reader points – magnetic strip cards
                being phased out and scanning cards would be the universal way
                of operation at the reader points.

    RESOLVED:

    That the report be noted.

8   GROUND TRANSPORT MATTERS

    A report was received from by Bob Longworth, Capacity Planning Manager,
    which brought Members up to date with progress on the Airport’s surface
    access projects and issues. These were included under the following headings

             Third Rail Platform
             Rail services
             West Side and Cargo Centre Access
             Cycle purchase scheme for Manchester Airport employees

    In Bob’s absence, Members asked for a further update with regard to the
    canopy cover at the third platform

    RESOLVED:

    That the Report be received.
9    PERFORMANCE REPORT

     The Airport Company presented performance reports on the number of
     complaints received from passengers on the standard and quality of generic
     services provided at the Airport, together with the operational performance
     statistics.

     Members asked for
     (1) an update on signs and Wayfinding issues including ‘walking distance
         indicators’;
     (2) a copy of the monthly performance statistics by email; and
     (3) a revision of the headings on the Group’s agendas in future merging
         the performance and customer feedback items into the following:-

     PERFORMANCE
        ASQ Survey results
        Customer Complaints
        Latest Performance report
        People with Reduced Mobility update

     Regarding customer complaints, Members received a report showing areas of
     complaints as a percentage of all complaints and requested more detailed
     information on areas receiving higher than 10%.

     RESOLVED:

     That the Report be received.

10   CUSTOMER FEEDBACK

     Members received the latest customer satisfaction surveys and the PRM
     report.

     It was noted that the proposed comment cards would now be replaced by
     details of contact points and access to p.c.’s in all Terminals to allow electronic
     comments and a report back on the current trial would be made at the next
     meeting.

     RESOLVED:

     That the Report be received.

11   OTHER ISSUES AND ITEMS

     a) Facial Recognition
     Claire Longden would report back the results of the extended trial.
     b) Late night contingency planning for flight delays and stranded
     passengers
     Claire Longden agreed to undertake a review of this issue with input from the
     Customer First Team.
c) Charging for plastic bags used for liquids at security
The current trial was ongoing with a small charge for bags. Round plastic
containers holding 2 poly bags were being sold for £1each. The Airport would
report back to the next meeting.
d) Bags tied to railings
The Airport had issued an instruction to the cleaning contractors regarding this
practice and was considering possible solutions. Members asked for a report
to the next meeting on the possible use of permanent bin bag holders.
e) Use of trolleys
The Airport had considered two options and had decided to adopt a coin
deposit system for use of trolleys which would be implemented in April. Coin
change machines will be provided.
f) Security of left / unaccompanied items in the lounges
The Airport had noted the reported incident.

As this was the Assistant Secretary's final meeting, the Chairman, together
with the Members, thanked Ian Jones for all his help and guidance over the
years and wished him well for the future.

				
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