The Customer Experience team is dedicated to ensuring every passenger at LBA enjoys a seamless, memorable journey from arrival to departure. We work across the airport to maintain high standards of service and strive to exceed passenger expectations at every touchpoint.

Our key responsibilities include:

Our company's exclusive Meet & Greet car park is a premium product that is only available to book through the LBA. Website. We take pride in offering this exceptional service to our valued customers.

Here's a quick rundown on how the Meet & Greet car park works:

• When customers enter the Meet & Greet car park, they will drive through a Vehicle Capture Unit (VCU), which is like an entrance checkpoint where we capture their vehicle details and images.
• Customers then park their vehicle in the drop-off bays at M&G Car Park before heading into the terminal.
• Customer will drop their keys at the M&G desk in the terminal, we’ll then move the vehicle to our storage area, making sure it's in safe hands during the customer's trip.
• Return Process: When it's time for the customers to come back, we'll bring their vehicle around to the arrival bays. It'll be ready and waiting for them to continue their journey home.

Our responsibilities for the landside operation include assisting individuals with a variety of visible and non-visible disabilities. These duties involve:

• Assisting with their arrival at the designated meeting points landside.
• Adding passengers to Able2Fly for on-the-day bookings.
• Assisting with check-in with the airline.
• Escorting passengers through security, advising them on permissible items, and providing full support.

Airside duties involve providing support to passengers who have already passed through security.

Upon meeting the passengers at security, our team directs them to the Assistance Meeting Point (AMP). During this process, it is essential to offer detailed explanations regarding the airport layout and the location of various facilities.

As the time for their flight to board approaches, assistance is required to guide the customers to the boarding area at Gate 6. Subsequently, depending on the level of assistance required, passengers will be directed to either an Ambulift or minibus.

The process of arrivals involves dispatching an Ambulift or minibus to pick up customers directly from the aircraft, depending on the assistance needed. The Ambulift or minibus crew will then contact the Arrivals team and meet them at the Assisted Travel Arrival area to hand over the customer. After that, the Arrivals team will guide the passengers through the UK Border Force procedures and assist them in collecting their luggage. If required, we will assist the customer through the arrivals doors to their onwards travel.