1c 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.