Q: How long have you been working for TAG Farnborough Airport and what does your role entail?
A: I joined TAG Farnborough Airport in 2007. As Head of Customer Services and Terminal Operations, I am responsible for everything which interfaces with the customer, from crew and passengers to aircraft operators to brokers. My Operations team deal with all handling and flight planning requirements. They also assist passengers and crew with a range of requests while they are at the airport, focusing on a personal, one-to-one service.
Q: How has TAG Farnborough Airport become what it is today?
A: Farnborough has an important place in aviation history. It was the UK’s first airfield and home to the country’s first powered flight in 1908. The airfield has been in continuous operation ever since, with TAG Farnborough Airport taking over as owner and operator in 2000, transforming it from a military airfield to the UK’s only dedicated business aviation airport.
Q: Do you see any trends in terms of traffic from particular countries in the world?
A: TAG Farnborough Airport is a growing airport serving customers from around the world. We are receiving more and more airliner-derived aircraft with large groups of passengers on board. Many of these aircraft are coming from the US, Middle East and Asia. To enhance the services we provide and to accommodate larger groups, all the administrative staff from the terminal building have moved into a new office building at the airport, making space available for additional facilities.
Q: TAG Farnborough is currently transforming its terminal building. What changes are you making?
A: Delivering bespoke services and facilities for business aviation customers continues to be our focus. Following recent customer feedback, we are upgrading our award-winning terminal building with additional lounge space for passengers as well as enhanced crew facilities, including a second ‘snooze’ room and a gymnasium. We also recently opened a fast-track entrance to the airport for the exclusive use of passengers and crew. Our tailored services and facilities provide a seamless travel experience and make TAG Farnborough Airport the business aviation airport of choice when travelling through London.
Q: How will the redesign of the terminal improve the FBO customer experience?
A: Having managed five-star boutique hotels before joining TAG Farnborough Airport, I have been able to bring in my experience and skills to contribute to the interior design of our facilities, creating an exceptional airport experience for passengers and crew. In addition to providing high-quality services, we offer an environment where customers can rela
x or work. Besides this, the additional facilities allow us accommodate larger groups of passengers whilst offering privacy to individual passengers and crew.
Q: TAG has a fantastic record of coming out top in international and European FBO surveys. How do you ensure you meet customers’ expectations?
A: We strive for excellence and take a can-do approach. Feedback from our customers is important to us and we continue to identify ways to improve our services and facilities to meet their specific needs. We already offer a range of amenities including concierge service, direct ramp access for customers wanting to drive up to waiting jets and the Aviator Hotel conveniently located on sit