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London City Airport: The smarter airport experience

4 April 2016  •  Author(s): Declan Collier, CEO at London City Airport (LCY)

All customers have a choice – and passenger experience influences their decision just as much as speed, route, airline and airport location. London City Airport (LCY) understands that a smooth and rapid customer journey is vital. Declan Collier, CEO at LCY, reveals the airport’s work under the Smart Airport Programme to ensure customer experience and passenger flow will continue to be central to the airport’s success now and into the future.

London City Airport: The smarter airport experience

In 2014 UK airports handled some 238 million passengers, with 145 million of those passing through one of London’s five airports – Heathrow, Gatwick, Stansted, Luton and of course London City. By 2030 that number is predicted to increase to 300 million passengers, with up to 200 million travelling to and from London.

In the continuing absence of a decision on an increase in airport capacity through the construction of a new runway, and during the 10-15 years between commencement and delivery of any new infrastructure following such a decision, the UK must follow the recommendation of the Airports Commission and make best use of what it already has.

London City Airport (LCY) has permission to increase movements from a current 79,000 per annum to 120,000 per annum, and is currently appealing a refusal of planning permission for new stands, a parallel taxiway and a terminal extension to allow it to handle the passengers and aircraft that are associated with the increase. LCY can deliver extra movements into the system within 18 months of work commencing.

The increase in movements will eventually see six million passengers using LCY, from 4.3 million in 2015. The airport’s current terminal building, however, was designed for no more than a million passengers.

Spatially constrained, in order to continue to deliver the LCY customer’s expectation of speed and excellent customer experience – both now and in the future with an extended terminal – in 2012 LCY embarked on the first project in what has become its ‘Smarter Airport Programme’.

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