‘Most travellers have positive security check’

MOST travellers have a positive experience going through Guernsey Airport security, the Guernsey Ports’ head of passenger operations and aviation security has said.

(Picture by Luke Le Prevost, 31522670)
(Picture by Luke Le Prevost, 31522670)

Steve Langlois was responding to the experience of a UK visitor with a stoma bag, who was publicly searched in view of the rest of the passengers.

Anne-Marie Lake, 54, was travelling on her own and due to catch a flight to Birmingham when the incident occurred, which she said left her panicked and embarrassed.

‘Providing good customer service for all passengers transiting through Guernsey Ports is a key priority for our staff and security service provider, whether they are arriving or leaving the island,’ said Mr Langlois.

‘For visitors, this will most likely be their first and last impression of their time in Guernsey, and we want it to be a positive one.’

Mrs Lake made a formal complaint at the time and G4S apologised that she had not been offered a private room to be searched in.

The search procedures have since been revised so that a private search will be offered as soon as possible when passengers inform staff they are carrying any medical devices.

‘As part of Guernsey Airport’s operating licence, the security screening of passengers and their baggage is a mandatory requirement,’ said Mr Langlois.

‘Even though we are a small community, we still have to apply these standards, which are part and parcel of modern-day air travel.

‘Our security provider, G4S, is tasked with ensuring every aspect of this process is carried out in a polite, courteous, and considerate manner. It has a customer charter in place, which aims to help achieve a consistently high standard

of care. We monitor their performance and meet with the management team on a regular basis to review this.’

He said that hundreds of people travel through the airport each day and most people had a positive experience.

‘Regrettably from time to time some customers’ experiences and expectations are not met with the standard they would expect. We welcome feedback and encourage passengers to get in touch should they wish to alert us to any issues or queries they may have.’

States' Trading Advisory Board president Peter Roffey apologised for what had happened.

‘We are very aware [the airport] is the first and last thing people visiting Guernsey see. We want that image to be as good as it can be. The last thing we want to do is make people feel uncomfortable.’

  • Guernsey Airport feedback forms can be found on the website at https://www.airport.gg/feedback

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