Air Serv, an ABM Company, to Partner with Heathrow Airport on New
Passenger Service Program
NEW YORK--(BUSINESS WIRE)--
(NYSE:ABM), a leading provider of facility solutions,
announced that Air Serv's United Kingdom subsidiary, Omni Serv has been
awarded a contract to partner with London Heathrow Airport on the
European travel hub's innovative Passenger Service Ambassador program.
Blackjack Promotions, which
Omni Serv recently acquired, will be instrumental to this contract.
The program, which Omni Serv is managing and operating, is designed to
further enhance Heathrow's world-class services for travelers. The
contract began July 1.
Under the multi-year, multi-million pound partnership, Omni Serv has
deployed hundreds of "ambassador" staff equipped with tablet devices
across Heathrow's four terminals at key arrival, departure and
connection locations. Omni Serv ambassadors, many of whom are
multi-lingual, provide various operational support, including
informational hosting, check-in assistance, compliance handling, flight
connections assistance and e-passport support.
Key to ensuring these critical passenger services are delivered with
unsurpassed customer care in mind, Omni Serv is collaborating with
leadership and service specialists Ritz Carlton Group to train service
ambassadors on best practices aimed at further enhancing the passenger
experience at Heathrow. Providing this type of training to everyone with
customer contact will help Heathrow's passengers have a smooth journey
through the airport. Ambassadors proudly wear a distinctive, Heathrow
Mark Hicks, Head of Passenger Support Services at Heathrow, said:
Heathrow, our aim is simple: whatever the traveler, we want to help our
passengers get to where they want to be as smoothly as we can. That is
why we are investing billions of dollars in the airport to make every
passenger's journey better."
Omni Serv will leverage its customized technological solutions
throughout Heathrow as part of the program, as ambassadors will carry
tablet devices enabling real-time reporting of what is happening across
the airport's terminals — from queue times to frequently asked traveler
questions — providing a wealth of information with passenger
satisfaction top of mind.
"We are absolutely thrilled to be working in partnership with Heathrow
Airport on this momentous project," said Ernie Patterson, Omni Serv
Chairman. "The Passenger Service Ambassador program is all about
creating a smooth experience for travelers passing through one of the
world's most important hub airports. Through this partnership, we intend
to support Heathrow's service standards through anticipation of
travelers' needs, working with Heathrow in its objective to be Europe's
Hub Airport of Choice."
ABM) is a leading provider of facility solutions with revenues
exceeding $4 billion and 100,000 employees in over 350 offices deployed
throughout the United States and various international locations. ABM's
comprehensive capabilities include facilities engineering, commercial
cleaning, energy solutions, HVAC, electrical, landscaping, parking and
security, provided through stand-alone or integrated solutions. ABM
provides custom facility solutions in urban, suburban and rural areas to
properties of all sizes — from schools and hospitals to the largest and
most complex facilities, such as manufacturing plants and major
airports. ABM Industries Incorporated, which operates through its
subsidiaries, was founded in 1909. For more information, visit www.abm.com.
Chas Strong, 770-953-5072
David Farwell, 212-297-9792
Source: ABM Industries
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