East Midlands Airport (EMA) has won a prestigious Business Disability Forum ‘Disability Smart Inclusive Customer Service’ award in the category of inclusive customer service.
Disability Smart Awards recognise the work of teams and individuals who have gone above and beyond to improve the experiences of disabled people. Ten Disability Smart Awards were presented at the annual event in London. Other winners included global brands, a UK charity, a social enterprise, and a local police force.
Chris Drury, Head of Customer Services at EMA, said: “On behalf of the entire team who work hard to ensure that all customers have the best possible experience when using this airport, I am thrilled to have received this award. It shows our recent investment is being recognised and, more importantly, passengers who rely on the support of our assisted travel team can easily access travel for which there should be no barriers.”
East Midlands Airport was congratulated for its innovative and inclusive approach to customer service. The airport has invested heavily in new specialist equipment for disabled passengers. It has introduced easier ways for customers to communicate with the Assisted Travel team wherever they are in the airport.
Key to the success of the airport’s inclusive approach to customer service is the relationship with its independent Accessibility Advisory Group. Christiane Link, who chairs the forum, said: “This award truly reflects EMA’s passion for creating an inclusive environment for all customers. It is a significant accomplishment and testament to the work and commitment of the airport’s Assisted Travel team. East Midlands Airport understands that the lived experience of disability is vital to improving the customer experience. The airport is in constant conversation with me and the advisory group, and it is a pleasure to advise them and see passengers benefit from our collaboration.”
EMA’s commitment to accessibility was recognised by the Civil Aviation Authority (CAA) during an inspection last year. The CAA rated the quality of its assisted travel provision as “very good”, which is the highest standard. This came after being voted Europe’s top-performing airport at The Ozion Accessibility Awards, which celebrated airports that have made a significant investment in the services they provide to passengers who need assistance.