New airport boss unhappy at passenger experience – Daily Business

Mark Johnston: concerned about complaints (pic: Edinburgh Airport)

Passengers have been promised a better experience at Edinburgh airport by its new chief executive who has demanded improvements in its operations.

Mark Johnston succeeded long-serving Gordon Dewar last month and has outlined a number of changes he wants to see, particularly in the much-criticised arrivals area and ground handling.

Passengers regularly take to social media to complain about delays and the uninviting environment, saying they give visitors a poor impression of Scotland’s capital city.

Many of the problems are under the control of contractors but Mr Johnston is determined to root out problems, and The Times says he outlined his demands at a meeting and in a letter to ground handlers.

Edinburgh-born Mr Johnston is an airports veteran and was latterly chief operating officer at London Gatwick. In his new role he has inherited a £500 million upgrade approved by its parent company.

In his letter he states: “In particular, I am concerned about aspects of the arrivals experience and the impact this is having on passengers. 

“Delays in baggage delivery and challenges elsewhere in the arrivals journey continue to generate customer complaints.

“It impacts the overall passenger experience, and I don’t believe that should be accepted as the norm.”

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