AL_September_v5

september 2016
New and
improved
The Hangar
Find out more
on page 8!
Inside
the basics of
OUTBOUND
BAGS
HR WELLBEING DAY
60 SECONDS
WITH BELCHER
HARRINGTON

saturday 10 th
Proms in the Park
Live music, fireworks and cheery
sing-along at Hyde Park
sunday 11 th
Hackney One Carnival
A colourful parade fills the borough’s streets
thur 15 th - sun 18 th
Sail Royal Greenwich
Sail the Thames aboard a historical vessel
We’re now a month on from receiving
planning permission for our expansion,
it’s huge news for London City Airport and
not only enables us to grow but to shape
the future of air travel from the capital.
The new world-class terminal, parallel taxiway and seven new aircraft parking stands
will allow existing and new airline customers opportunities to utilise quieter, more fuel
efficient, and longer range aircraft, and to add new routes & higher frequencies on existing
routes. This improved network, together with our time saving proposition, will attract more
business and leisure customers to use LCY. The expanded terminal will also allow all our
customers to enjoy more space and have more shops and food outlets to choose from.
It’s clear just how enthusiastic we all are about the development plan and I’m sure many
of you cannot wait to see how the airport will look in the not so distant future, but it’s not
just the size and design of the airport that will see a significant uplift. We’ll be driving the
regeneration of London’s Royal Docks, creating 1600 new jobs in the airport and 500 in
construction and there will be countless other positive changes over the coming years.
It’s important to recognise that the reason we are now able to develop LCY is
because of the airport becoming ever more popular with passengers. More and
more people, every day, are choosing to fly from LCY. This is because they
like the excellent customer service experience that you all deliver, across every
part of LCY, every day. So, a big thank you for all that you have done so far
and let’s keep it up so we can continue to grow the airport in the future!
sat 17 th - sun 18 th
Open House London
Go behind the scenes of the
city’s most iconic buildings
thur 22 nd – sun 25 th
London Fashion Week
Get a glimpse of the wonderful
world of fashion
sunday 25 th
Pearly Kings and
Queens Harvest Festival
See some of the shiniest and most
elaborate outfits in town
Matthew Hall
Chief Commercial Officer
Editor - Kimberley Hayden
Cover Photography - Andrew Baker
Magazine design - MRDEETEE.co.uk
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2

inside News
Sign up to all our latest news by emailing
kimberley.hayden@londoncityairport.com
Music in Central Search
Flybe launch new
route to Cardiff
Recently London City Airport became
the first airport in the UK to play
music to passengers passing through
the airports security. Two playlists run
throughout the day, with one consisting
of ambient electronica, and the other
containing upbeat acoustic music.
The top 13 air travel-inspired songs:
• Brian Eno – Ambient 1: Music for Airports
• Joni Mitchell – This Flight Tonight
• John Denver – Leaving on a Jet Plane
• Red Hot Chili Peppers – Aeroplane
• Frank Sinatra – Come Fly With Me
• Iggy Pop – The Passenger
• Daft Punk - Around the World
• MIA – Paper Planes
• Madonna – Holiday
• Randy Crawford – One Day I’ll Fly Away
• Lenny Kravitz – Fly Away
• Simon and Garfunkel - Homeward Bound
• Vengaboys – We’re Going To Ibiza
Check out this article from The Evening Standard!
Artists featured in the playlists include
Adele, Jason Mraz, and other favourites of
the public, with Ed Sheeran proving to be the
most popular amongst passengers and staff.
The music introduced comes after music
psychologist Dr. Stephanie Bramley
at the university of Sheffield said that
background music may have a positive
impact on passengers and create a
relaxed atmosphere whilst passengers
go through the screening lanes.
To celebrate the introduction of the
music in security LCY has created
an air-travel inspired playlist.
Due to the closure of the Severn tunnel, Flybe
will operate flights between London City
Airport and Cardiff Airport. Flights start on the
12 September and run until 21 October 2016.
Passengers will land at LCY less than one hour
after taking off from Cardiff Airport, making the
flight almost three times faster than train or by car.
Ideal for business and leisure travellers alike, the
flights will run four times a day, seven days a week.
Vincent Hodder, Flybe’s Chief Revenue Officer
said about the route: “We have pulled out all the
stops to ensure that customers wanting to travel
between the two capital cities of Wales and
England still have convenient and affordable travel
options during the period when the Severn Tunnel
will be closed and there will be no direct rail link”.
Seats start from £34.99 for one way
including charges and tax.
Staff travel survey prize draw
Coming Soon
Congratulations to all
the winners below!
Julian’s
monthly
health tip
Congratulations to the winners!
Donovan Pearce from LCY and Chris
Goulds from City Jet. They were the lucky
winners of the Staff Travel Survey prize
draw winning an iPad and £150 voucher!”
London City Airport will be launching
“MyHR”. a new HR system, to all LCY
employees over the next few months.
What is it used for?
• Requesting annual leave and
checking your remaining leave via
the online self-service platform
• Receiving updates about London City Airport
• Updating your personal details like your
address, bank details and contact details
• Accessing payslips online (e-Payslips) and
downloading and printing them if required
Further information will be provided in the All
Staff meetings, on September payslips and in
the weekly eBulletin, so keep an eye out. In the
meantime here is a little teaser of what to expect!
3
If you haven’t yet claimed your prize, please
contact Samantha Hicks on 07738 184 455
2 x return flights from City Jet
– Daniel Aziz, Security
2 x return flights to Madrid
from BA – Alison, Met Police
Ipad mini – Micheal Manning,
Ramp Services
Dinner at the Sky garden –
Lee Russell, Ramp Services
Embossed leather iPad cover
from Tumi – Paul, SHP
Gate8 Luggage – Lauren Prentice, CSC
Tour of ITV studios with
Breakfast for two – Wendy Lee
Aelia Goodies – Jenny Voice, Boots
Searceys Champagne –
Vanessa, BA check-in desks
Glenrothe Whiskey and No 7 gift
selection – Dawn Attree, Jet Centre
Talisker Whiskey and Tumi
passport cover – Adrienne Riaz, Security
Signed West Ham Shirt
– Les, Taxi driver
Follow these tips to prevent
eye strain at work.
If you’re outside, always wear UV
protective eye wear when the sun is
shining. For every 20 minutes spent
looking at the computer screen or mobile
phone, spend 20 seconds looking away
-relax your eyes by looking at something
that is approximately 20 metres away.
These short breaks will help reduce
the strain caused to your eyes, relax
your mind and help in staying focussed
Consumption of foods rich in Omega
3 fatty acids like salmon and tuna,
Vitamins C and E, dark leafy greens
and egg yolks which are packed with
lutein and zeaxanthin antioxidants,
help reduce the risks of macular
degeneration and cataract. Keeping
your eye checks up to date with your
local optician is also beneficial in
detecting early signs of glaucoma.
Starting on 1 October, the Million Miles
Challenge is designed as a community
neighbourhoods based, healthy living challenge.
Anyone who lives, works, or learns in the
Borough of Newham can get involved and have
fun being active with family and friends.
How do I contribute?
Sign up at: http://www.goldchallenge.
org/million-mile-challenge/newham/ and
record your physical activities online.
What kind of activities?
The activities can range from a game of tennis
or badminton to simply walking to the local
shops. When you add your activity on the
website it is converted into miles, which in turn,
will add to the total miles done by Newham.
The event lasts for 100 days and
registration is open now.
You’re hired!
Welcome to
Team LCY...
Vicky Sheldrake
Purchase Ledger Controller
Andrew Lowe
Airside Safety Account Officer
Matthew Knowles
Senior Account Manager, Media Sales
Eric Lam
Senior BI Analyst
Eleanor Papworth
IT Projects Assistant
4

Changing
Roles
lara mika From Ramp Agent to FM Helpdesk Administrator
Since a young age I wanted to be a pilot, I
joined the Portuguese Air Force as an Air
traffic controller, but unfortunately I couldn’t
persist. I find all the surroundings with
aircrafts just amazing! I joined LCY in
May 2012 as a Ramp agent. By October
2013 I had to step back from my normal
duties due to a work injury. During my
light duties I’ve passed by Costumer
Services and also given a little hand in
HR and then I moved down to KGV
House – Building Services. Now I’m
an FM Helpdesk Administrator. When
I was in Building Services a maternity
leave cover come up, and I applied
for it, as a FM Helpdesk Assistant.
My role involves ensuring that all faults
within the airport are correctly logged on
our system and passed to the FM Engineer /
department or contractor. From blocked
toilets, lights not working, drainage faults,
security machines maintenance, baggage belt
faults, mobile ground power faults, broken
glass, doors not working properly, lifts broken
and so on. All this, involves certain steps:
making phone calls, sending emails, chasing
contractors, raising purchase orders, checking
IDs, raising permits to work and raising
requests for full passes or temporary passes.
It’s valuable experience ensuring the
team are switched on and appropriately
fulfilling their duties. I love knowing that
every day will be different and always
being ready for anything at any time.
My favourite part of working at LCY is being a
part of the airport community and feeling that
I’m a part of the team. And I’m always really
grateful for the recognition all the way through
the years at the airport! I’ve been present in so
many changes and improvements over the years
and it’s great. I’ve seen the airport develop and
look forward to seeing more with the expansion.
Kirsty Hayward From Security Assistant to Receptionist
When I first started at LCY in 2007, I worked
in Security as a Security Assistant and then
I went on to be a Security Officer. I worked
in the department for a couple of years and
as much as I enjoyed meeting new people
every day and having to deal with different
challenges, but I felt it was time for a change.
On returning from maternity leave, the
job for a receptionist at CAH came up. I
completed an application form and had
an interview and here I am now!
My dream job was to be cabin crew, I’ve always
wanted a job in the Travel and Tourism industry.
But I love everything about my job here, as
cheesy as it may sound! I feel that I have a
good relationship with my team and all the
people here in CAH whether they are internal or
external. My job is to meet and greet internal
and external visitors at City Aviation House. I
ensure all eight rooms in the Business Centre
are ready for the next meeting, book rooms for
internal and external guests, frank outgoing
post, arrange couriers and take telephone calls.
We order refreshments and stationary so
that we’re always stocked up. We also
do the accounts monthly and taking
payments on the PDQ machine for
external visitors. Overall I aim to
establish a good rapport with all our
internal and external customers
and visitors whether it’s over the
phone, via email or face to face.
I really enjoy working here
at LCY, I like the friendly
environment and the fact you
can move around internally
through different departments.
It will be my 10th year here
at LCY in February 2017!
WORKSHOPS / SESSIONS
10.30: Stretching Exercises
11:30: Independent Financial Adviser
13.30: Stretching Exercises
14:30: Mortgage Adviser
Book yourself a space by emailing HRAdmin@londoncityairport.com
Don’t worry if you can’t make a talk - all of the above providers will be at the event all day!
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60
with
So, what do you do at London City Airport?
I started at LCY back in 1998, spending
10 years in Ground Services and 2
years in the Jet Centre before joining
Facilities Management. My job title is
Service Delivery Team Leader and I
oversee the maintenance and minor
works in relation to external and internal
fabric and landside civil works.
What was your dream job as a
child? When I was a child all I
wanted to be was a jockey.
What’s your favourite thing to do when
you’re not at work? When I’m not
at work I enjoy taking my little girl
out. She loves going to Rossi’s icecream
parlour in Brentwood.
seconds
Belcher Harrington
Where is the best place you’ve ever
travelled to and why? The best place
I’ve travelled to is Florida and Disney
World because I’m a big kid.
What’s been your biggest achievement at
LCY so far? My biggest achievement
at LCY is qualifying as an electrician
with City & Guilds in 2012.
And your biggest achievement outside
of work? My biggest achievement out
of work is my wife not leaving me.
If you could swap jobs with anyone
at the airport, who would it be and
why? I would like to swap jobs with
a Tug 48 driver so I can have the
day with me old mate Manning.
What’s been your favourite moment
of the year so far? Winning the
Championship Driving Class at
the Royal Welsh Horse Show.
What’s the best advice you’ve ever been
given? If you can handle the swings
you’ll be all right on the roundabouts.
What’s the one item you can’t live without?
I couldn’t live without my phone/
whatsapp . If you need to get hold of
me, ring me or leave me a voice note!
The Team: Sue
Barker, Sofia
Giannoula and Maria Marcu.
Sofia Giannoula, Chef Manager who joined
us from East Thames in Stratford, has given
the menu a bit of a shake up (and by that we
mean she started it completely from scratch)
and from what our taste buds tell us, she
seriously knows what she’s doing.
Sofia’s love for the food industry started years
ago when she studied in Italy in the 80’s: “My
cuisine is very Italian, a lot of my influences
are from there. I worked as a chef for 15 years
and then as a manager for 10, but a couple of
years ago I realised that I wanted to do both
and I love that I get to do that here.
“For me, the challenge at The Hangar is the
open-kitchen it means you always have to
be ready to cook, to serve and to talk! But
really it’s a good thing, I love the constant
contact with customers and being able to have
a conversation while cooking.
We’ve heard so many of you talking about the new
menu for The Hangar, it’s already made an impact
but it’s still being improved every week. Sofia
continued, “The menu is continuously updated
while I get to know my customers. I’m very
ambitious and I’m introducing more variety and
diversity to cater for everyone’s needs and cultures.
It was very European at the start but I’m adding
flavours from around the world. Some customers
have shared recipes with me and given me tips
to get an authentic taste from their country, and
some have even brought in samples for me to try.
The last promise I had was for a lamb curry from
Punjab, but I’m still waiting for that!
The
New and Improved
Hangar
If you haven’t eaten in The Hangar recently,
then we’ve got to break it to you, you’ve truly been missing out.
Most of our dishes are
cooked from scratch
and we always use
fresh quality ingredients
but still aim to offer a
reasonable price.
“I have a lot of plans for the future of the Hangar.
I’ll introduce more options for breakfast as I
know not everyone wants a Full English. I’m
planning a Continental breakfast with a lot of
fruits combined with honey, seeds like flax and
Chia, almond milk and Bircher muesli. I’m also
thinking a brunch option for after 11am with
energy boosting snacks healthy super foods with
freshly made salads and sandwiches and dishes
like Shakshuka. Yotam Ottolenghi is a huge
influence of mine and Shakshuka is a dish that
was made famous by him, it’s baked eggs and
a flavourful tomato sauce. I’ve made it twice
here so far, and everyone loved it.”
“The one thing that I
really want to achieve
is a warmer and more
welcoming canteen. I want
to make it beautiful!”
Sofia works alongside Sue Barker who has
worked at the Hangar for three years, the new
joiner Maria Marcu and Carla Elliott who has
been with us for four years will be returning
from maternity leave next August.
with Sofia
Opening Times
Breakfast 08:00-11:00
Lunch 11:00-16:00
Close at 17:00
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The Customer Experience Hosts
This
year London City Airport employed Customer Experience Hosts and they’re
tasked with everything from assisting passengers, directing them to their gate,
advising of additional seating and even helping out the concessions. They’ve already
made a massive impact in the departure lounge, which is perhaps most evident
by the sheer amount of tweets they’ve received! We spent a morning with Mohan
Nathan and Ines Feijo to find out how they’re settling into their new roles.
INES FEIJO
“I’m originally from Angola, and
I’m a married mum of two. I now
live in Newham and have been living
in the UK since 2001. Since living
here, I’ve studied Airline & Airport
Management at the University of
West London and also completed
a master’s degree in International
Human Resources Management at
the University of East London, I’ll be
graduating in November 2016.
“I was offered a work experience
position at TAAG Angolan Airline,
which is based in Baker Street, working
as a Customer Services Representative.
In 2015 the University of East London
introduced me to the five days’ work
experience programme at LCY.
“On my last day of the programme I was
informed of a Customer Experience Host
position being advertised. I applied online
and was ecstatic to find out that I had got the
job. The nature of the role really suits me, I am
passionate about the airport environment and
love talking to and meeting new people. “I’m
enjoying the challenge of dealing with lots of
people on a daily basis. It’s very gratifying to see
the impact my hard work and dedication has on
passengers’ journeys. Not long ago, I’d finished
my shift but came across a passenger who looked
a little lost, so I stayed to help him. We got talking
and he told me that he had just found out he had
cancer and was flying out to
break the bad news to his family. I’ll never forget
the conversation we had, despite his health
situation; he was so enthusiastic, easy-going and
upbeat and thought he was an inspiration. He
appreciated my warm and friendly approach and
commented he wished there were more people
like me, it really touched my heart.
“The questions we are asked each and every
day without fail is, “what’s my gate number?”,
“where is my gate?” and ‘’How do I access to
the free Wi-Fi’’. Some passengers find it difficult
to read the screens and signs. If I could change
one thing about LCY, I think I would enlarge
some of the signs and even make the screens
bigger with a larger font. Passenger’s often say
they didn’t see signs or that some are too small,
so I’d like to make everything really clear and
easy-to-find. We’re also asked sometimes if we
have a prayer room or breast-feeding room. It’s
hopefully something we could look at when
we expand. Another thought I’ve had is for a
permanent LCY dedicated helpdesk within the
departure lounge. I like finding passengers that
need help, but in addition, I think passengers
may also benefit from having a single place
that they could go to for help.
“My biggest aim is to ensure
that I provide safe, secure and
high quality customer service for
passengers travelling through
LCY. I’ll always want to work with
passengers, but my career prospect
is being able to grow at LCY and
one day hold a managerial position
with more responsibilities.”
MOHAN NATHAN
“My first ever job was as an Assistant
Buyer at a printers and paper merchant
for a very large group in the City of
London, and there after I became the
Chief Buyer for the group. I’ve been
working for LCY for nearly 10 years
now joining initially as a Security
Officer. I am a people person, who
is naturally very helpful and friendly
and I have a very strong work ethic.
I feel very committed to providing
exemplary customer service.
“Ensuring that passengers
have a seamless and positive
experience at LCY is the most
important part of my job and
there are so many ways that
I can achieve that.
“I come across so many interesting
passengers from all walks of life and
that is what makes my role so enjoyable
and fruitful and gives me a sense of
satisfaction at the end of each day,
having helped passengers through their
journey. From the moment I enter the
terminal to the time I leave, I ensure
that they have a positive experience
by representing LCY in the best way
possible and I’m always willing to help
the team in whatever way I can.
“We have strict guidelines to abide by
in the industry but we’re still able to
make the customer’s experience
as special as possible. Recently,
two passengers missed their
flight, so I liaised with several
colleagues across the organisation
to make sure they were put
on the next available flight.
They were attending a funeral
at their destination, which they
would have missed otherwise.
I reassured and comforted them
through their time at the airport
and kept them updated throughout.
It’s situations like that that let
us know that we actually can
make a difference.
“If I could change any
one thing at LCY I would
install a travellator at
the departure and arrival
corridors to assist a faster
and smoother travelling
experience for passengers,
especially the elderly and
passengers with restricted
movement.
I’d also like to add motion sensors
for the travellators and our existing
escalators in the future so that they
are more environmentally friendly
and cost efficient to run.”
tweets and posts
tweets and posts
9
10

The Basics of
Outbound
Bags
With Tobi Oyasodun
What’s the one thing you can’t go without when
travelling? Well, your passport is probably the
best answer to that, but following closely behind
in second place, it has to be your luggage!
We’ve all experienced that moment while waiting for your
suitcase to appear on the conveyor belt, with every piece of
luggage that passes by, a new level of worry creeps into our
heads, ‘maybe it’s on the wrong flight, maybe it’s lost. I’ve
only got the jeans and the hoody that I’m wearing, and I’m in
32 degree heat for the next two weeks!’ Although somehow
your case may always seem to be the very last one on the
carousel, thankfully it usually turns up just in time before you
start to hyperventilate. But it doesn’t get there by magic…
This month, Tobi Oyasodun from Homerton in East
London, who has been a Baggage Handler at LCY since
2012, ran us through the basics of Outbound Bags.
“Firstly, passengers drop their bags at the check-in desk,
and then they’re loaded on to the conveyor belt which
runs directly to us at OBB. An X-Ray machine scans each
and every bag and staff from Mitie monitor them as they
come through, checking for any suspicious items.
“Each bag is weighed, and any bag over 20kg has to have
a ‘heavy’ tag attached just so we’re aware before we pick
it up and can avoid strains and injuries. The bags are fed
round to us on the conveyor belt and surrounding the belt
are 27 bays, each with a trolley that’s ready to be loaded.
Above the belt are screens which show all the upcoming
flights and tell us which flight’s trolley is in which bay.
“So we check the destination code and flight number on the piece
of luggage, pick it up and stack it on the correct trolley. After a
little while, you just know what trolley to go to and the process
quickens. One trolley can hold up to 40 bags, once it’s full we
hook it up to a tug and then an OBB Driver delivers it over to
the aircraft. It’s unhooked under the wing of the aircraft and
then it’s over to the Ramp Agents who reload it in to the hold.
“The trolley has to be at the aircraft 30 minutes before departure.
This year OBB are smashing their records and have
already processed more than 500,000 bags. We met with Tobi
Oyasodun who ran us through the basics of Outbound Bags.
Luggage comes in all shapes and sizes
Any bag that gets to us after the trolleys have
been taken over to the aircraft is classed as a ‘late
bag’. It’s still possible to get them to the aircraft
before it departs, but sometimes they have to
be rejected by the dispatcher in order to avoid
the flight being delayed. When this happens,
the bag is rushed on to the next available flight.
It’s not ideal for the passenger, but it’s the best
solution without delaying everyone else.
“So to put it basically, it’s our job to pick up the
bags, stack them and match them to the right
trolley. I’ve always been passionate about what
I do and I know just how important it is. We may
only fly to certain destinations once a day or less,
so if the bag misses the flight a passenger’s trip
Lee Merrison, Team
Leader driving a tug
could actually be ruined. I believe you should treat
people how you’d like to be treated yourself and
I definitely wouldn’t want that to happen to me!
“We have 10-12 people on shift at a time
including two Team Leaders, the banter is pretty
much constant so we do get to have a laugh.
Paydays are always memorable, but jokes aside
I’ll never forget the day we had five full trolleys
for just one flight to Amsterdam which was then
going on to Lagos, some of the cases were 32kg!
I’m Nigerian and I know that Nigerians take
everything on holiday with them, and when I
say everything I mean everything, from their old
toothbrush to a pack of dried fish - I’ve seen it!
Luggage being X-Rayed and monitored
“It can be non-stop at OBB sometimes; Monday,
Thursday, Friday and Sunday are always the
busiest. Not long ago we processed over 3000
bags in just one shift. Now that summer’s
here we’ve seen an unbelievable amount of
bags on their way to Ibiza where I’ll be going
soon for the end of season closing parties!”
OBB are processing more bags than ever before,
in July 2016, 101,247 bags passed through
the department, which is an all-time record
at LCY. So far, more than 500,000 bags have
been processed this year, so we may be about
to see a record-breaking year for OBB.
mitie
Lorem ipsum dolor sit amet, consectetur adipiscing
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12

So far this year...
Paris Hilton, Alicia Keys,
Chris Martin, Mick Jagger
and Nicola Adams are
among the celebrities
that have used the First
Class Lounge!
LCY employees
with different
nationalities
50% of the
618
35
runway overlay
project is complete
with 22,460 tonnes
of asphalt laid
Shakira, Lionel Messi
and Kylie Minogue are
among the many celebrities
to have been in the Jet
Centre!
Received over
10,000
5
new
routes added
230
additional seats in
the terminal
The first UK
airport to install
the new Rohde
and Schwarz body
scanner
2 new concessions
in the departure lounge
Lola’s Cupcakes and
Dixons Travel
More
than 51k
movements
45
destinations
in total
Spend per
passenger has
increased by
11%
Airport Fire
Service have
attended over 75
incidents with
just over half
being calls for
first aid
Received
planning permission
for our expansion
98
new employees
Hired
Installed 6 new Gen2
security lanes in Central
Search, increasing
passenger throughput
capacity from 1280 per
hour to 1800 per hour
for Central Search, North
Search and the balcony
tweets £2m investment
4,119
jobs logged
with the FM
helpdesk
Processed over
500,000 bags
Over
2.8 million
passengers
Facebook messenger
service and Twitter @
LCYflightinfo service
added
Thank you
2098 children
have attended
school visits this
year
to everyone at London City Airport who
helped us achieve everything above!
Here’s to a very successful 2016
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14

Sign up to a volunteering event
There’s plenty of ways that you can lend a helping hand in our local neighbourhoods. And don’t
forget at the end of the year we’ll take a vote on the colleagues who made a real impact.
The winner will receive the grand prize of a £500 Westfield voucher!
There’s plenty to get involved in this
year and the more you do, the bigger a
difference you could make.
Take a look at the educational volunteering
Enter the Dragon’s Den
opportunities coming up this year at schools
across Newham and Waltham Forest and get
signed up by contacting Fabienne Gress
Fabienne.Gress@londoncityairport.com
Volunteer in a fast paced, interactive day helping to build
the employability and enterprise skills of students!
You’ll coach students to develop and deliver a product idea
and pitch through a series of interactive activities.
Money matters with young people
A fun, exciting and engaging day building the personal finance
skills of students as they work through budgeting and money
values activities. Volunteers will develop leadership, presenting,
communication and teamwork skills.
Build the leaders of tomorrow!
Work with a group of year 10 and year 11 prefects in half day
sessions to identify their own styles of leadership and ways
of dealing with challenges. This is an opportunity to make
a real impact on young people, empowering them with the
skills and confidence needed to lead. Volunteers will develop
communication, presenting, influencing and creative thinking skills.
Join a business action group for schools
Schools have a Business Action Group made up of business
volunteers and the school’s senior leadership team.
Meeting three times a year, the board pulls together a
strategy of career events for students, and opportunities
to support the needs of the school and staff.
We need to recruit colleagues to volunteer for these
events, book rooms within your offices for activities to take
place, or help run some sessions with students. We need
passionate, creative and committed people interested in
supporting the career paths of the next generation.
Inspire the next generation
We need volunteers to run fun, informative and engaging sessions
with year 10 students, with a focus on your industry/profession,
with a short talk and quick challenge for the students. Volunteers
will need to develop materials and resources, but we can advise
and support on this. Volunteers will be set up in a classroom
for the school day, visited by groups of students for 30 minute
sessions visited by groups of students for 30 minute sessions.
or Anthony Angol
Anthony.Angol@londoncityairport.com
Here are some other opportunities, for more information please contact Anthony Angol
• befriending the elderly • go digital with a housing association! • support a charity to become sustainable
• get on board with The Old Church • brand new board opportunities • help hackney jobseekers polish their CV skills!
• a legal surgery with a local twist! • Bethnal Green Methodist Church’s board needs you! • can you train or share your
business skills with charities?
15
20th
Aug
2016
17th
Sept
2016
25th
Sept
2016
8th
Oct
2016
15th
Nov
2016
17th
Dec
2016
23rd
April
2017
Join a Richard House event
in 2016 and make a difference
Summerfest
Come to our annual summer festival! With food, games, stalls, face
painting, free entertainment and much more for all the family.
Free entry! Please bring cash for spending on the day
Orbit Abseil
Join this year’s abseil at the Olympic Park for an exhilarating, adrenalinefuelled
experience whilst raising vital funds for Richard House!
Reg fee: £25, min sponsorship: £250
Women’s Running Magazine 10k
This race is one of the magazine’s flagship events. Held in Finsbury
Park, it promises to be a fun and lively atmosphere for runners!
Reg fee: free, min sponsorship: £100
Bear Grylls
Sign up for this challenging and fun obstacle race for Richard House!
The 5 or 10km course will be full of exciting and testing obstacles.
Reg fee: £25, min sponsorship: £150
Our world famous Penguin Waddle
Be part of London’s biggest colony of penguins at our family friendly
annual winter walk!
Reg fee: £25, min sponsorship: £50 (group and family discounts available)
Santa Bungee at The O2
Jump from a crane 160ft in the air dressed as Santa Clause! A thrilling and
exciting way to see some of London’s best sights!
Reg fee: £50 (includes Santa outfit), min sponsorship: £250
London Marathon 2017
Apply now to join the Richard House Team for the world’s biggest one day
fundraising event and we’ll support you all the way!
Reg fee: £100, min sponsorship: £2,000
For more information on any of the above call
16

Good Deed feed
The lost ID card
Pam Kaur had finished her shift and was leaving work when
she spotted a passenger in distress. The woman had lost her ID
card and had been refused check-in. The handling agent had
advised the lady to go to North Woolwich station to report the
card as lost, when she arrived there it was closed (It is no longer
a working station). She then called 111 to report the ID card as
lost and was advised to visit her Embassy in London.
As you can imagine by this stage she was extremely upset
believing she would not only miss her flight but would be
unable to fly home at all. Pam assisted the passenger and
eventually found the ID card had been handed in to lost property
and managed to rush the woman on to her flight.
Susanna Johnson, Branch Manager who
joined us from Stansted Airport, tells us
about her passion for customer service
and fundraising and tells us which product
is a traveller’s best friend.
“I started working for Dixons back
in March 2002, it’s been almost 15
years now! I have a real passion for
customer service and that’s why I joined
Dixons when I left school. I love the
buzz of working in an airport, knowing
that every day is going to be different.
I meet all kinds of new people and I love
being able to help them when they visit
my store. Charity work is also something
I have a passion for and I make sure I
do something every year to raise money.
This year I am running the Race for Life
Mud Run on September 11 at the Olympic
Park in Stratford with all the other ladies
from Dixons Travel, wish us luck!
“We have seven other team members
here at LCY: Ranna, Yassar, Lewis, Sean,
Jack, Rizwana, and Hasham. Working
here is really like having a second
family, we have a great team ethic and
believe that anything is possible when
we all stand together as one.
“It’s been really exciting to see how
technology has evolved over the years
and we enjoy showcasing our products to
customers and delighting and surprising
them when they come in to the store. Our
best-selling product is the Bose QC35
headphones. They’re a traveller’s best
friend when flying, they’re not only noise
cancelling which makes them perfect for
Back on Sunday 29th May, a brand new concession
opened at London City Airport. Dixons Travel is the first
ever technology retailer to open at the LCY and has already
welcomed floods of happy customers through its doors.
aeroplanes, but they’re also wireless – so
no more cables when commuting. Oh, and
the sound quality is amazing.
“We offer a great price proposition
called ‘We beat online prices’
which is available on all apple
products, cameras, laptops,
tablets, speakers and premium
headphones (headphones
over £100 are included in the
premium category). If you find
the product cheaper at Amazon,
John Lewis or Argos (third party sellers
excluded) we will discount double the
difference off our price. Terms and conditions
apply, ask in store for details.
“We also offer home delivery, so anything
we have in store or anything you’ve seen
in other Dixons stores can be delivered
to your home, free of charge. Or, if it’s
more convenient, we can arrange for the
products to be sent to our store at LCY and
they can be picked up from here, we just
need three days’ notice for that.
“We’ve had an overwhelming amount of
positive feedback from passengers and
staff. Passengers are thrilled to have a
technology store at London City Airport
and on numerous occasions, repeat
passengers have told us that it’s a delight
to see something different. It feels like it
was just what the airport needed!
“It’s been great to see the passion within the
team. When we first opened, my colleague
Ranna really went the extra mile for a
customer. At that point, we didn’t have our
home delivery account set up. One customer
really wanted to purchase a Microsoft Surface
but just didn’t have the space to take it with
them. Ranna stepped in and offered to deliver
it to the customer herself! A week later she
drove to his address in Central London
and delivered it by hand. What an amazing
example of customer service.”
5% OFF
IN STORE THIS MONTH
LCY employees get an exclusive 5%
discount on any purchase of £100 or
more in-store throughout September
– just show your pass!
Offer valid until 30th September. Not to be
used in conjunction with any other offer.
Purchases must be £100 minimum. Offer
available for LCY employees only. Valid
in-store at Dixons Travel, London City
Airport only. Offer is not transferrable to
any other Dixons Travel store. Excludes
any Apple products newly launched on
or after 1st September 2016.
The passenger’s name is Elizabeth Marguerite-Marie and
she was extremely grateful for Pam’s efforts.
Helping a distressed passenger
Adrian Leung and Diane Anderson helped a very distressed lady.
She was screaming and crying in the terminal and trying to speak
to someone down the phone. They tried to calm her down but she
walked off to the DLR. Adrian followed with Diane to ensure she
was ok and it turns out she had been refused her flight due to not
having a visa. She was connecting in France to return back home to
Hong Kong and hadn’t realised she’d need a visa. She couldn’t speak
any English, so Adrian spent all afternoon translating and trying to
get her on to another flight. Eventually, he managed to find her a
new flight leaving the next day for just £150. We also provided a
taxi for her to a hotel in London to help her relax. Adrian was only
passing through the terminal at the time but dropped everything to
assist a passenger in need! Great work Adrian and Diane.
Being flexible
Faiza Featherstone works Tuesday to Thursday as the Trainer
for Airfield Ops. Recently a trainee had some weeks of
sickness absence which had a significant impact on his training
programme. Faiza adjusted her working days and hours to
enable the trainee to get back on track. She did that without
being asked and without complaint! Thanks Faiza.
Bike wrapping improvisation
Four passengers arrived at the terminal with their push bikes.
They’d wrongly been told that we provided a bike wrapping
service at the airport.
With their flight departing shortly, they had no way of checking
them in. But thanks to Colin Croombs, Car Park Co-ordinator, the
passengers were able to check their bikes in without a problem.
But how did he manage this!? Colin contacted various companies
in the area and fortunately got in touch with a local Halfords.
Halfords had bike boxes in store, and the best part of the story…
they gave them to the passengers for free! They cycled to Halfords,
collected them, came back and checked in on-time and hassle-free.
Well done Colin for delivering great customer service.
Dead battery
Paul Morby, Terminal Front Officer assisted a passenger who upon
her return to London City, discovered her car had a dead battery.
Colin Coombs, Car Park Co-ordinator also assisted with trying to
hunt down some jump leads. The passenger had no breakdown cover
and Colin knew her car had been alarming whilst she was away,
which was the most likely cause of the dead battery. After a couple
of phone calls, Dean Smith from AOSU was able to provide some
and Paul used his own vehicle to help the customer jump start her
car. What a great team effort the passenger was very grateful!
17
18

Fly from London
City Airport to
Florence
Amsterdam
* ONE
From£64 WAY
From
£66
* ONE
WAY
*
From
*
Dublin
From
£53
* ONE
WAY
*
COMPLIMENTARY
23KG CHECKED
LUGGAGE
COMPLIMENTARY
DRINKS & SNACKS
*Including taxes and charges
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