Rani Awad

SOPHIE LESNOFF| Q&A
Q: How long have you been working for TAG Farnborough
Airport and what does your role entail?
A: I joined TAG Farnborough Airport in 2007. As Head of
Customer Services and Terminal Operations, I am responsible for
everything which interfaces with the customer, from crew and passengers
to aircraft operators to brokers. My Operations team deal
with all handling and fl ight planning requirements. They also assist
passengers and crew with a range of requests while they are at
the airport, focusing on a personal, one-to-one service.
Q: How has TAG Farnborough Airport become what it is
today?
A: Farnborough has an important place in aviation history. It
was the UK’s fi rst airfi eld and home to the country’s fi rst powered
fl ight in 1908. The airfi eld has been in continuous operation ever
since, with TAG Farnborough Airport taking over as owner and operator
in 2000, transforming it from a military airfi eld to the UK’s
only dedicated business aviation airport.
Q: Do you see any trends in terms of traffic from particular
countries in the world?
A: TAG Farnborough Airport is a growing airport serving customers
from around the world. We are receiving more and more
airliner-derived aircraft with large groups of passengers on board.
Many of these aircraft are coming from the US, Middle East and
Asia. To enhance the services we provide and to accommodate
larger groups, all the administrative staff from the terminal building
have moved into a new offi ce building at the airport, making
space available for additional facilities.
Q: TAG Farnborough is currently transforming its terminal
building. What changes are you making?
A: Delivering bespoke services and facilities for business aviation
customers continues to be our focus. Following recent customer
feedback, we are upgrading our award-winning terminal
building with additional lounge space for passengers as well as
enhanced crew facilities, including a second ‘snooze’ room and a
gymnasium. We also recently opened a fast-track entrance to the
airport for the exclusive use of passengers and crew. Our tailored
services and facilities provide a seamless travel experience and
make TAG Farnborough Airport the business aviation airport of
choice when travelling through London.
Q: How will the redesign of the terminal improve the FBO
customer experience?
A: Having managed fi ve-star boutique hotels before joining
TAG Farnborough Airport, I have been able to bring in my experience
and skills to contribute to the interior design of our facilities,
creating an exceptional airport experience for passengers and
crew. In addition to providing high-quality services, we offer an
environment where customers can relax or work. Besides this, the
additional facilities allow us accommodate larger groups of passengers
whilst offering privacy to individual passengers and crew.
Q: TAG has a fantastic record of coming out top in
international and European FBO surveys. How do you ensure
you meet customers’ expectations?
A: We strive for excellence and take a can-do approach. Feedback
from our customers is important to us and we continue to
identify ways to improve our services and facilities to meet their
specifi c needs. We already offer a range of amenities including
concierge service, direct ramp access for customers wanting to
drive up to waiting jets and the Aviator Hotel conveniently located
on site.
Delivering bespoke services
and facilities for business
aviation customers
continues to be our focus
Sophie Lesnoff
Autumn 2015 | International 23