Rail-air link achieves training standard
Article Type: Notes and news From: Industrial and Commercial Training, Volume 41, Issue 6
Gatwick Express, the non-stop rail link between London Victoria and Gatwick Airport, has been reaccredited with the Investors in People standard, following a four-day review of the business that included interviews with around 40 front-line staff and managers.
Trish Fraser, IIP managing director for quality in the south east, said:
Our assessors found that the staff are proud of the brand and are truly passionate about the company and the part they play in its success. Gatwick Express believes in training its people so they can provide better customer care and safety and has seen this affect business results positively.
Gareth Jones, Gatwick Express head of customer service, commented:
We have a world-class relationship with our employees and it is through the staff that such outstanding customer service is delivered. Teams are recruited,trained and developed using programs that use excellence in customer service as their primary goal.
We know that, to operate a successful train-operating company, the employees are just as important as the trains and the railway infrastructure. Our commitment to continually assess and develop the potential of our employees is an essential element of our aim to remain the best choice of transport to and from Gatwick Airport.
