British Airways is the international flag carrier airline of the United Kingdom and operates one of the largest fleets in the world from its hubs in Heathrow and Gatwick. British Airways were in need of a mass transport specialist to organise transportation for crew and passengers to and from key sites and hubs in the form of Airside transport, and daily shuttles to and from car parks, hotels and terminals.
Ad-hoc transportation via Car, MPV or Coach:
The Kings Ferry, part of National Express Transport Solutions, provided a 360 ground transport solution to British Airways. 13 buses were utilised 7 days a week servicing key BA sites and transport hubs including airside and 4 buses were utilised 7 days per week to service crew transport between the car park, Premier Inn and T5.
The nature of BA's requirement called for a dedicated team to mirror BA operations (24/7). The 24/7 Operations team at LHR oversaw the bus service and was required to ensure that all passes were applied for and maintained following the guidelines and regulations laid down by British Airways and Heathrow Airport Limited.
A dedicated team took care of ad-hoc transportation and worked on a shift rotation covering the hours of 07.00 – 23.00, 7 days per week. They monitored the services and were available via a dedicated British Airways telephone number, with further access via email for any issues that may have arisen. The advance schedules were prepared and sent from BA and/or ground handlers which were then interpreted and loaded into the bespoke booking system to be allocated to the appropriate service partner.
The Account Manager was responsible for maintaining a close relationship with all main stakeholders within BA and key UK suppliers. Monthly meetings took place to discuss bus services and resolve any ongoing issues. Full visibility was given to service partners in the form of daily work reports - enabling them to prevent disruptions in service by confirming all of the work allocated to them for the following day.
The success of fulfilling BA's requirements is owed to the formation of a dedicated account team who worked closely with stakeholders to continually monitor and uphold the contractual service level agreements.
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