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Sarah Dennis, newly appointed Customer Service Manager at London Biggin Hill Airport

A new management position has been created at Biggin Hill Airport to focus on customer service development and front-of-house performance of the airport’s FBO team.

Sarah Dennis (31) has been appointed Customer Service Manager with special responsibilities for the Executive Handling service and all aspects of passenger and flight crew welfare within the terminal.  Also included in her brief will be responsibility for SkyPets, the specialist unit for handling animals travelling with passengers on business aviation flights.

Following nine years in the leisure industry with David Lloyd Group as an Operations Manager, Sarah brings to her new role at Biggin Hill a wealth of experience in developing customer relationships, regularly assessing and updating needs and securing repeat business.  Sarah will report directly to Robert Walters, the airport’s Business Development Director.

Sarah’s principal responsibility will be the airport’s Executive Handling unit, a team working in three shifts daily, each led by an experienced Supervisor. The task embraces staff recruitment and training.

She will oversee the introduction of a new AIROPS Movement-Exec system with software that integrates and coordinates through one database all customer requirements for inbound and outbound flights.

Also new is a Safety Management System (SMS) and Quality Management System (QMS) that provides an interactive on-line service to flight crews while at Biggin Hill.  These will enable instant access for reporting any relevant safety or customer issues so that these can be promptly identified and actioned by management. These two on-line systems will facilitate remote access to the full range of airport criteria, ensuring that customers are also able to maintain full awareness of upcoming EASA requirements. 

Biggin Hill will be the first business aviation airport to integrate SMS and QMS services into the customer service profile.

Robert Walters says that the recent increase in business traffic is mainly by larger corporate aircraft flying over longer distances.

“This trend calls upon us to create a new emphasis on passenger and flight crew requirements.   The appointment of Sarah Dennis is to develop and enhance our customer performance and relationships in all key FBO-related areas” says Mr Walters.