Take Off - Winter Edition 2015

WINTER 2015

MAG’s COLLEAGUE MAGAZINE

GOLDEN GLOBES A year of appreciation

MAG CHARITY Find out more about the important work CLIC Sargent does and how MAG is helping.

MEET THE TEAM Peak into the lives of the EMA Car Parks team.

CSP A year of progress on our Corporate Strategic Priorities.

Welcome from the editors...

WELCOME TO THIS ISSUE OF TAKE OFF MAGAZINE AND THE LAST OF 2015.

IT’S BEEN ANOTHER BUSY YEAR FOR MAG, ONE WHERE WE HAVE SEEN GROWTH, ACHIEVEMENT AND CHANGE. We are continuing to see record breaking passenger numbers across Manchester and Stansted both pushing past the 22m passenger mark during the summer and beyond.

With this continued growth we needed to future proof our airports so we can deliver the level of service that is expected at a premier airport and management services company.

With the terminal redevelopments at Stansted and East Midlands nearing completion, we announced our 10-year investment programme in Manchester Airport earlier this year, which will see us spend over £1 billion on improving its facilities.

As you would have seen in the last edition, one of our key aspirations

of becoming global is moving ahead as we welcome our first US Escape Lounge, which opened in December in Minneapolis.

Earlier this year we announced the Target Operating Model work which brought some significant changes to our business across the group. The model has ensured we are set for growth and future challenges across all our airports by enabling us to focus our efforts on our six strategic priorities which you can read about on page 12-13, along with some of the projects that derive from them.

2015 has also been a year of celebration, and culminated in the very first ViP Golden Globes where colleagues from across the group were recognised for their achievements and going above and beyond in their role. On this note I would like to say a huge thank you to you all for all your hard work during 2015. Your commitment and dedication has helped create positive experiences for our customers as they journey through our airports, and this has been reflected in our ever increasing customer satisfaction scores.

I wish you all a very happy and healthy New Year and I look forward to enjoying an equally successful 2016.

Can you believe we’re at the end of another year already; where did 2015 go?

It’s at this time of year we like to take a moment to reflect on the last 12 months and all of our great achievements. This is why we’ve chosen to dedicate this issue to our VIP winners! The Values in Practice scheme is turning one and to celebrate we’ve included a four page special on all things ViP, including coverage of the first Golden Globes, our brilliant MAG ambassadors and the current ViP winners. Check out pages 17-20.

The holiday season is also a time to think about others and how we can help our community, so it’s very fitting that we reveal our brand new charity partner and learn about the work they do and how we’ll support them. All is revealed on page 26.

We’ve also sprinkled in a little fun with a festive themed word scramble and a handy hints page for a stress free holiday season (we hope)!

As always, this is your magazine so if there is anything you would like to hear more about or you have a story to share with us, our contact details are below so feel free to drop us a line.

We hope you enjoy the read.

Have a great Christmas and we’ ll see you in the New Year!

Zoe Spinks & Caroline Astrand Co-editors of Take Off You can now keep up-to-date with all our latest news by liking us on Facebook and following us on Twitter.

Charlie Cornish Chief Executive

https://www.facebook.com/MAGColleagues https://twitter.com/magcolleagues

CONTENTS

20

GOLDEN GLOBES A year of achievement at MAG showcased.

04

07

08

12

NEWS Latest updates from around MAG.

ASQ Customer satisfaction is on the up.

MEET THE TEAM Peak into the lives of the EMA Car Parks team.

CSP Corporate Strategic Priorities - a Year of Progress.

18

22

25

27

28

VIPS Well done to our VIPs.

NEW CHARITY With your help we have chosen our new charity partner.

COMMUNITY Manchester Community Champions PostChristmas Clear Out!

CHRISTMAS Festive fun and survival tips.

2015 It’s been a great year!

OUR VISION

To be the premier airport management and services company.

OUR VALUES

Power of teamwork

Safe hands

Brilliant at what matters

Why not?

Finger on the pulse

NEWS

CELEBRATING EXCEPTIONAL CUSTOMER SERVICE During National Customer Service Week, an annual event organised by the Institute of Customer Service, we shared some stories on our MAGColleagues Facebook page by shining the spotlight on some of our Manchester Airport stars who continue to offer great customer service.

At East Midlands Airport, Express Lane tickets were given out to customers and feedback was received through handing out cards with our contact details.

A shadowing activity at Manchester airport enabled colleagues from other parts of the business to spend some time meeting our customers in the terminals..

Manchester colleagues were given a useful information card to insert behind their passes, to allow them to assist customers when out and about in the terminals. A graffiti wall was set up in the departure lounge in Manchester to give customers the chance to ‘Have your say’ and gather their feedback.

The week was a success and the Institute of Customer Service commented:

“ Well done on your

organisation of the week, it looks as though you have incorporated a great range of activities to have an impact on a real cross section of the organisation and to get some insightful feedback from passengers ”

4

PRESIDENTIAL VISIT AND ANNOUNCEMENT OF NEW DIRECT FLIGHT BETWEEN MANCHESTER - BEIJING October saw the President of The People’s Republic of China, His Excellency Xi Jinping, and the Prime Minister, the Rt Hon David Cameron MP, visit Manchester Airport to unveil new direct flights from Manchester to

Beijing, operated by Hainan Airlines, and also launch the £130 million ‘China Cluster’ project at Airport City.

Hainan Airlines will begin operating the new route between Manchester and Beijing Capital International Airport (PEK) from June 10 2016. Manchester Airport will become the only UK airport outside of London to offer direct scheduled services to Mainland China.

The flights will provide a connection between Manchester and Beijing for the first time, giving the 100,000 passengers travelling each year between the two cities the convenience of direct scheduled services.

STANSTED UNVEILS NEW RETAIL UNITS FOR TERMINAL TRANSFORMATION During September, Stansted Airport unveiled the exciting lineup of global brands, returning favourites and new concepts that have secured a place in the final retail phase of the £80 million terminal transformation to provide our passengers with a greater range of tax-free accessory and fashion options from popular high street brands, designer labels to premium luxury.

New brands making their debut at Stansted will be Lacoste, Joules, East, Oasis, Dune London and Superdry. Accessories will be enhanced by the arrival of Sunglasses Boutique run by World Duty Free Group and Parfois. Additionally, Hugo Boss and Ted Baker plus accessory specialists Mulberry, Swarovski and Accessorize will all make a welcome return to the departure lounge this autumn.

Securing the prime island locations in the new development will be Cloud Spa, the first beauty salon at Stansted, Red 5 will be the one stop shop as the ultimate gadget shop and back by popular demand will be Best of the Best (BOTB), offering passengers the chance to win amazing cars with its weekly Dream Car Competition.

NEWS

RYANAIR ANNOUNCES MAJOR EXPANSION PROGRAMME AT MANCHESTER AIRPORT

AWARD-WINNING AEROZONE!

In October, just 4 months after its official opening and the same month as the centre Ryanair has announced a major expansion programme at welcomed its 1,000th visitor, Manchester Airport that will create Aerozone Stansted picked up nearly 400 jobs. The carrier is basing its first award. an eighth aircraft and launching six new routes to European destinations, as well as more flights to 10 existing destinations.

The new services are to Bratislava, Bremen, Brindisi, Carcassonne, Limoges and Malta.

Ryanair will also add frequency on flights to Alicante, Barcelona, Dublin, Faro, Ibiza, Madrid, Milan, Rome, Valencia and Warsaw.

The airline will now operate 41 routes and 250 flights each week.

Epping’s ‘YES Partnership’ invited the airport to attend the ‘Investors in Young People’ Awards ceremony on 16 October, where Aerozone Stansted received the title of ‘New Innovation in Employability’ for its flagship education project.

The award was presented by Eleanor Laing MP, Deputy Speaker of the House of Commons, and Stephen Metcalfe MP and was collected by Marcella M’Rabety and Joanne Davies.

EAST MIDLANDS HOSTS FAMILY FUN DAY East Midlands hosted a Family Fun Day to celebrate its 50th Anniversary this year!

The event was for colleagues, our on-site partners and their families/friends.

During the day a few hundred colleagues with their families visited the EMA festival field and enjoyed fun fair stalls, live entertainment and 9-hole crazy golf and many other activities!

CELEBRATING 6 MONTHS OF ESCAPE AT STANSTED The Escape Lounge team at Stansted are celebrating a fantastic first six months of trading having welcomed more than 66,850 customers through their doors since opening back in April. Visits to the Lounge are averaging at almost 400 customers a day and around 11,000 customers a month!

SKYLINK FLIES INTO SHEPSHED OUR ANDVISION COALVILLE Travelling to East Midlands Airport has been made even easier by the extension of the Nottingham Skylink service from the Airport to Shepshed and Coalville every hour, seven days a week providing vital transport

links to the Airport for both airport colleagues, as well as nearby businesses.

Stansted was the 5th Escape lounge to open in the group, just behind East Midlands. We are in the process of opening our first US escape Lounge in December at Minneapolis!

The service extension came about through on-going work by a Task Group of the East Midlands Enterprise Gateway (EMEG) Board, of which EMA is a member. As part of its ongoing strategy to improve transport links to its site, East Midlands Airport has been investing in public transport for over a decade and the extension of the Nottingham Skylink to these important commuter towns was made possible by an ongoing funding commitment to the service by the airport.

The feedback has been fantastic and has already attracted many regular passengers returning to the lounge. Gillian Bell, Escape Lounge Manager said; “ I often hear passengers say ‘what a haven’ and that is exactly what we are striving for; a little piece of calm and tranquillity before they fly, coupled with exceptional customer service ensuring they have a unforgettable pre-flight experience.”

5

YOUR VOICE

YOUR VOICE - MORE WAYS TO BE HEARD...

The New Year will see the roll out of the next full employee survey and we need you to get involved and have your say.

The survey is your chance to tell us about your experience in working here and the questions are designed to help us work together to improve things year on year.

Once the survey closes, we will collate all of the responses and data and sort it into more manageable and simplified reports.

These reports give us a view on how you are feeling about specific themes such as communication, development opportunities, your leadership team and MAG as a whole.

From the report we then work to identify the three key themes for each area or team and build an action plan to drive the opportunities behind them.

Action Planning continues throughout the year and we use the quarterly Pulse Surveys to take a quick temperature check across the business to see how things are progressing and identify where we may need to do something differently.

Participation in the last survey increased significantly with nearly 75% of all colleagues taking part. We have refreshed the next survey, so you’ll find some new questions that are truly focused on hearing your voice, and the second difference is the name. The survey is now called Your Voice, because that’s what it is. It is an opportunity to have your say about your experience as a colleague, the issues that affect you and how we can work better together.

The more voices we hear the more we can do, so look out for further information in the New Year to see how you can get involved.

Your Voice - Be Heard

6

ASQ

CUSTOMER SATISFACTION IS ON THE UP

In the last edition of Take Off, we spoke about how we measure customer satisfaction at our airports by using the Airport Service Quality (ASQ) survey and our Net Promoter Scores (NPS).

Recently we’ve received our ASQ scores for quarter two and compared to this time last year each one of airports has improved.

Our aspiration at MAG is to rank 4th position or above in each measure of the ASQ survey and our results show that we are definitely moving in the right direction.

What can you do to help move us further up the ranking?

WHAT IS ASQ? ASQ is a survey that customers complete at the gate area when they depart. It consists of 29 measures relating to their customer journey and the survey is completed by over 260 participating airports across the world; therefore we can compare our results against other airports. We have a benchmark of 15 European airports that have between 15 to 25 million passengers a year.

Even if your role may not be customer facing, we can all add value to our customers experience. Here are a few things that you can do: • If you have a ‘Useful Numbers’ card (one can be requested for Manchester via the contact centre) take it out in the terminal, so if you spot an issue you know who to call. For example, if you see a cleaning issue in one of the Terminals in Manchester, you can call Mitie on extension 3944.

• If you report any faults make sure you follow these up to ensure they have been fixed.

• If you meet a passenger that needs help but you don’t know the answer, direct them to the Information Desk.

• Any projects that are being undertaken, liaise with the Customer Experience team (tel: 0161 489 5845) who have data on what our customers value.

MAN

EMA

STN

BOH

ASQ Q2 2015/16 (Jul-Sep)

ASQ Q2 2015/16 (Jul-Sep)

ASQ Q2 2015/16 (Jul-Sep)

ASQ Summer 2015 (Apr-Sep)

Overall satisfaction: 3.93 (up 0.10 from last year)

Overall satisfaction: 4.04 (up 0.31 from last year)

Overall satisfaction: 3.55 (up 0.08 from last year)

Overall satisfaction: 4.17 (up 0.16 from last year)

Biggest improvements from last year: Waiting time at Security (+0.55), Ease of making connections (+0.29), Feeling of being safe and secure (+0.20)

Biggest improvements from last year: Ease of finding way (+0.31), Cleanliness of toilets (+0.26), Ambience of airport (+0.26)

Biggest improvements from last year: Restaurant/Eating facilities (+0.39), Shopping facilities (+0.29), Parking screens (+0.23)

Biggest improvements from last year: Parking value for money (+0.49), Parking facilities (+0.45), Waiting time at Check-in (+0.41)

7

MEET THE TEAM

MEET THE EMA CAR

PARKS

TEAM...

Earlier this year we announced changes to our Operations to achieve greater consistency across the Group of airports, known as the Target Operating Model (TOM).

This included news that the Car Parks team at East Midlands Airport will be reorganised to join the recently established Car Park Services (CPS) business, which brings together all the Car Parks teams at our Group of airports.

Car Park Services is a new department within MAG and is made up of all the teams that deliver this service. This includes Operations, HR, Finance and Commercial colleagues.

Name: Phil Martin

Name: Iain Croll

Job title: Car Parks Supervisor

Job title: Customer Service Advisor

How long have you worked at MAG? 3 Years

How long have you worked at MAG? 6 Months

What does your role involve?

What does your role involve?

As part of the Meet & Greet Team, I am involved in meeting customers on their arrival to EMA, checking customers in on reception, driving cars to storage and providing help and assistance in the car park area.

Ensuring the shift runs smoothly for both colleagues and customers.

Motivating the team. Collecting and processing data.

What has been your best moment to date?

If it’s at work - there is always a moment on shift when working with David Desforges so it is difficult to single one out. Out of work it has to be travelling when I was 19.

What three things would you take with you on a desert island?

1. A 120 foot luxury yacht 2. Radio 3. Beer What was the first album and the last album you’ve ever bought?

Michael Jackson - History Soundtrack from the film The Gambler

Tony Lucas, new Head of Car Parking Operations at EMA and BOH said:

We met some of the team to tell us more about themselves and their roles.

8

What’s your favourite holiday destination and why?

Canada for the variation it offers.

What three things would you take with you on a desert island?

1. Bacardi 2. iPod 3. West Ham shirt What was the first album and the last album you’ve ever bought?

Aladdin Sane Jamie Lawson

What does your role involve?

To liaise with the Supervisor and plan the daily conveyance of our Meet and Greet cars as well as helping make a smooth customer journey in our car parks overall.

“ This is an exciting

transition for the team and something everyone is looking forward to. The new structure will bring a greater stability to the Car Parking operation and ultimately deliver an enhanced experience to our valued customers ”

What has been your best moment to date?

Being on the frontline.

What’s your favourite holiday destination and why?

Too many Greek Islands to mention but Kefalonia and Paxos are equally beautiful in the Ionian Sea. Name: Keith Walker Job title: Meet & Greet Key Coordinator How long have you worked at MAG? 3 Years

What three things would you take with you on a desert island?

1. Pillow 2. My chef knives 3. Box of matches What was the first album and the last album you’ve ever bought?

Ultravox - Ultravox Richard Hawley - Hollow Meadow

MEET THE TEAM

Name: Terry Sutton

Name: Stuart Sutton

Name: Mark Heath

Name: Andy Martin

Job title: Customer Service Advisor

Job title: Customer Service Assistant

Job title: Customer Service Advisor

Job title: Customer Service Advisor

How long have you worked at MAG? 3 Years

How long have you worked at MAG? 6 Months

How long have you worked at MAG? 1 year 8 Months

How long have you worked at MAG? 3 Months

What does your role involve?

Meeting & Greeting customers on arrival. Driving customers cars to and from storage. Working on the counter in the Car Park enquiry office.

Collecting trollies.

What does your role involve?

My day consist of greeting customers in reception, taking the cars to and from storage and helping out across the car parks.

What does your role involve?

I meet and greet customers on their arrival at reception. take their cars to storage and provide help and support to all our customers!

What has been your best moment to date?

Having a meal in Venice, looking out of the window and seeing someone fall off a Gondola into the canal - hilarious.

What has been your best moment to date?

Meeting and working with colleagues from a wide variety of interesting past backgrounds and careers.

What does your role involve?

My role includes driving customers cars to and from storage, greeting them as they arrive at reception and providing help and assistance around the car park area.

What has been your best moment to date?

Currently working within a great team of people.

What’s your favourite holiday destination and why?

Kefalonia for the lovely climate, crystal clear water and the fantastic food.

What three things would you take with you on a desert island?

1. Sheffield Wednesday shirt 2. Fly fishing tackle 3. The wife of course!

What was the first album and the last album you’ve ever bought?

Blondie - Parallel Lines The Proclaimers - The very best of

What’s your favourite holiday destination and why?

Pyongyang - North Korea because I like the 60’s vibe.

What three things would you take with you on a desert island?

1. Combat Knife 2. Flint 3. Good Bottle of Whiskey What was the first album and the last album you’ve ever bought?

Tenacious D Kendrick Lamar - To Pimp a Butterfly

What’s your favourite holiday destination and why?

I went on a cruise to the southern Caribbean for my 50th Birthday.

Waking up at a different island every day for 14 days was just magical.

What three things would you take with you on a desert island?

1. A pillow for a goods nights sleep 2. A sheet of canvas for a dry shelter 3. Photo album to remind me of friends and family What was the first album and the last album you’ve ever bought?

Status Quo - Blue for you

What has been your best moment to date?

Meeting one of my favourite Artists King Charles What’s your favourite holiday destination and why?

Cuba, because of the rum, people and scenery!

What three things would you take with you on a desert island?

1. Matches 2. Bottle of Rum 3. Glasses What was the first album and the last album you’ve ever bought?

Michael Jackson - History (Borrowed my brother’s but he never knew) Radio 1’s Live Lounge 2015

Queen - Live at Wembley Stadium

9

WORKFORCE MANAGEMENT

WORKFORCE MANAGEMENT SYSTEM COMING TO MANCHESTER SOON...

Since the start of the year a team at Manchester Airport has been working on a project to identify a system that would provide accurate demand plans and scenario planning which would help improve operational efficiency.

The new Workforce Management System has a self-service capability that will allow colleagues to book or cancel leave, review rosters, swap shifts, show availability for overtime and view swipes.

It removes the requirement to complete paper forms and improves response times to requests.

“

Following several weeks of development the project team are about to start testing The project team identified a list of key the system for release ” priorities that the system had to deliver said Michelle, “ Initially this with one of the key priorities being a self-service environment. system will be piloted for Michelle Mone, Head of Operational those colleagues working Planning explains further: within Customer Service and Car Parks in Manchester. “ It was fundamental that However, we have we gave our colleagues the undertaken demonstrations ability to review their own to representatives from other rosters and request things, departments on site and we such as leave, themselves via a system that is accessible hope to be able to include 24 hours a day, seven days a them soon. ” week. We reviewed a number SmartRoster will be accessible through a browser on an android phone, tablet of systems available in the or a PC. We will be inviting a small market and scored them group of colleagues to try the system against our key priorities. during November. Following on from this we will publish a schedule for all At the end of this process remaining colleagues to be inducted on there was one supplier to the system throughout December. Full support from members of the project who stood out from the rest team will be available throughout and that was MacDonald this process.

Humphreys SmartPredict and SmartRoster. ”

10

WORKFORCE MANAGEMENT

GETTING IT RIGHT! Like any responsible business, it is important that we continually review our systems and processes to ensure we are working in the best possible way to support our strategy, to have great airports for our customers, airlines, partners and of course, our employees.

As part of that on-going review, we are pushing for big changes in the way we provide and use our IT services. Those changes will begin with the introduction of a far-reaching programme - Getting IT Right - which gives us the scope to address several areas within the IT function.

First and foremost, we are bringing our existing outsourced IT support services back in-house so that we can enhance our internal capability and can create a centre of IT excellence within MAG. We are working through this process with our current partners, Ricoh and Capgemini, to ensure the transition is a success and is as seamless as possible for our customers.

OPERATIONAL EXCELLENCE

To make sure we have rigour around our current agreements, we are also undertaking a full review of all contracts that relate to the provision of IT Service.

The objective of this is to have clear visibility and direct control over all aspects of our services and bring the management of our IT together under one comprehensive contract.

Programme sponsor IT Services Director Helen Bett said:

“

Getting IT Right is a real opportunity for us to take control of our function and begin to create a genuine culture of excellent customer service. This programme will transform the way we work and will ensure we are ready to support the Group in its future ambitions. �

The programme, which began in September, is expected to complete in April 2016.

Creating a Better Workplace Environment

11

CSP

CORPORATE STRATEGIC PRIORITIES - A YEAR OF PROGRESS Our six Corporate Strategic Priorities (CSP) are the building blocks for everything we do at MAG, from projects and initiatives, through to shaping our airport and personal objectives.

They focus us on ensuring we are working towards the same goals and achieving greatness together. Each and every one of us contributes to achieving our priorities, so as we see out 2015, let’s take a look at the works already progressed.

DELIVER GREAT SERVICE AT EVERY CUSTOMER TOUCH POINT Our customer strategy continues to develop and has been split into three distinct programmes which are; customer physical journey, Ecommerce/CRM and Retail. Each of these streams will start with our current processes and how things may look in the future for our customers. The main focus is to ensure they have a great experience when travelling through any one of our airports.

ACHIEVE PROFITABLE GROWTH IN ALL OUR BUSINESSES We will always be focussed on delivering growth across all our airports however we have realised that the ‘MAG way’ of doing things can help us expand our remit beyond the U.K. This is what led to the creation of MAG-US and the very first US branch of our Escape Lounge.

12

CSP

FOCUS ON OPERATIONAL EXCELLENCE There’s a transformation team now in place whose role is to support the business and ensure change is managed better across MAG. They’ve made significant progress in various areas including the Target Operating Model work, which is about defining our future state operating model, and ensuring we are in the best position to achieve our vision of becoming the premier airport management and services company.

Our future operating model needs to support and drive:

• Business Accountability • Group Leverage • Growth • Customer Service • Operational Excellence • Strategic Transformation There is an owner for each of these streams who will review our current processes and identify where we could make improvements. We’ve already started to look at the capabilities we need to help deliver a consistent approach, across the group, for our customer and begun to introduce examples of standardised work such as the Model Lane concept at Manchester and InLane Excellence at Stansted.

ERP (Enterprise Resource Planning) will transform the way we run our business by providing Finance, Procurement and HR with the right tools for the job and a better experience for end users. The team have been very busy over the last few months working on the detailed design phase of the project and will be ready to go into the delivery phase in the next few weeks. Look out for further information in the intranet and via the usual channels.

ENERGISE AND UNLOCK THE POTENTIAL OF OUR PEOPLE TO DRIVE SUCCESS Our people are the key to our success and we are committed to investing in their development to ensure we are working to the highest standards across all our business areas and will continue to invest in our people at all levels over the next year. We are also working hard to attract the talent of the future and recently welcomed 22 new graduates and 21 interns to the business, along with 17 customer experience apprentices, who are part of a scheme being piloted at Stansted.

PROVIDE MODERN AND CUSTOMER FOCUSSED INFRASTRUCTURE The Manchester transformation programme is progressing well with the programme nearing the end of the ‘concept design phase’ and you can read more about this on page 10.

ENHANCE THE REPUTATION AND PROFILE OF MAG As you know our ambition is to be recognised both nationally and internationally for our innovative approach to corporate & social responsibility. To help us along with this we introduced a head at each airport for External Affairs, who, along with their teams will be leading on enhancing our reputation and profile not only nationally and internationally but also with our local communities. If you’ve ever taken part in a volunteering activity through your MAG then you are doing your bit and contributing to the CSR. To accompany our Strategic Priorities we’ve developed some branding which will make CSP related projects easily identifiable, just lookout for the Hexagon and you’ll know the works are driving us towards our ambitions and achieving greatness.

Keep an eye on the usual channels for more information and updates regarding our strategic priorities.

At East Midlands the £14m terminal redevelopment is completed and the airport now boasts a brand new Escape Lounge, restaurant and retailers. The transformation has had a direct impact on the expectations of our customer’s travelling through the airport which was evidenced by the ASQ scores which have shown a steady incline in the last six months.

Phase two of the Terminal Transformation at Stansted continues with the opening of new retail stores such as DUNE, Swarovski and Cloud Spa. The transformation is on target to be completed by the end of this year.

13

A crane stands ready in place to lift the TTS train from the tracks.

THE CHANGING FACE OF OUR AIRPORTS HERE’S A ROUND UP OF SOME OF THE PROJECTS THE CAPITAL DELIVERY TEAM HAVE BEEN WORKING ON 14

THE TRACK TRANSIT SYSTEM IN STANSTED GETS A MAKEOVER! In Stansted a new project is to refurbish and modernise the Track Transit System (TTS) vehicles that are used to transfer customers between the satellites. This project will continue for the next two years, finishing in 2017 and it will ensure that the system is in line with the latest accessibility requirements. By enhancing the accessibility of the vehicles and improving their appearance we will present a more modern image of Stansted and it also enables us to comply with prevailing legislation.

Special thanks to: Rob Prior, Dave Harper, Pat Hillier, Nick Millar, Neil Banks and the team at Alexander Dennis in Harlow.

Project was led by Norman Thomson, Solutions Manager, and Dominic Keogh, Project Manager.

ENHANCED PASSENGER SCREENING To meet new CAA (Civil Aviation Authority) regulations regarding passenger screening, 44 new screening units were procured and installed in the security areas across our airports. The units are capable of quickly detecting and identifying trace amounts of explosives on skin, clothing, carried items, bags and various other surfaces. This will ensure we meet the regulations that came into place in September and continue to create a safe environment for our colleagues and customers.

Special thanks go to: Scott Hawley, Andrew Proudlove, Asha Williams, David Quayle, Graeme Bruce, Angela Whitfield, Karen Smart, Claire Brown, Jeff Buswell, Ross Collins, Jennifer Crossling, Andrew Smith, Gaynor Hallows, Claire Scully, Rob Malik, Laura Cunnane, Alan Kemp, Steve Galligan, T1, T2 and T3 Heads of Terminals, Duty Managers, SDM’s and STM’s, Morpho Detection and Manchester Systems Support.

SELF SERVICE BAG DROP This autumn, six self-service bag drop kiosks were installed in Terminal 1 Check-In A as a pilot of customer selfservice bag drop technology and processes in partnership with Easyjet. It supports a two-step process that enables customers with a boarding pass to print a bag tag for hold luggage at the first step, and then drop off their bag into the baggage system at the second step.

“ No queue.

Do-it-yourself very quick and easy ” The project is changing how check-in looks fundamentally and could be the biggest development so far on the current model which originates from the 1950s wooden desk. It also moves us towards aligning with our strategic priorities and provide modern and customer focused infrastructure for all our customers.

SHEDDING SOME LIGHT ONTO THE T1 MULTI STORY CAR PARK The T1 Multi Storey Car Park general and emergency lighting was life expired this year. This project saw the installation of new, modern, energy efficient luminaires which comply with current industry standards and benefit from a 5 year equipment replacement warranty on all 12 levels of the car park. The new instalments were made during the summer and improves safety and experience by providing better illumination levels and replacing failing luminaires.

Special thanks to: John Bedson, Pablo Carasa, Jon Beswick, Dominic Kershaw, Steve Sefton, Mike Smart, Mary Ansell and DC ESL.

NEW CUSTOMER CONTACT CENTRE

Special thanks go to: Graeme Bruce, Sarah Robson, David Quayle, Tony Brereton, Mary Ansell, Claire Brown, Chris Beckett, Chris Smith, Sue Pritchard, Scott Harvey, Colette Platt, Mark Wildgoose, IS, Andy Deplitch and team, Simon Payne, Dominic Fenton, Drew Hanna, Joanne Bailey and Emma Latimer.

Back in October, a new Customer Contact Centre was opened in Olympic House.

The new space will house the Group Feedback, PRM Contract Management, Car Park Claims and Customer Experience Teams to create a ‘Centre of Truth’ where all Customer, NPS and ASQ Feedback for the group is centralised.

NEW SENSORS TO MEASURE VISIBILITY ON THE RUNWAY

The Contact Centre handles all Group Airports’ telephone sales and feedback and becomes a living centre of excellence where all business units will be able to obtain live, relevant data about what our customers are saying about us.

Manchester Airport implemented a new airfield system to measure visibility around Runway 2. Since September this year we are using state of the art technology which comprises of sensors that measure visual range to support critical operations in foggy conditions. The project was successfully delivered by Capital Delivery with support from NATS Services Limited and MAG Framework Contractor Galliford Try.

Special thanks to: Daniel King, Gillian Corfield-Brown, Rachel Whittle, Ryan Pilkington, Jacobs, WH Good, Gariff, Russell Gould and Dan Inge.

New sensors to measure visibility on the runway, pictured are: (Middle) Jose Perez - Capital Delivery Project Manager (Right) Chris Deith - NATS Senior System Engineer (Left) Stephen Lloyd - Galliford Try Project Manager

Self-serve bag drop 15

NEW STARTERS

NEW STARTERS...

ADAM ELLIS Current role: Enterprise Portfolio Office (EPO) Programme Coordinator Previous role: Project Control (PMO) Officer at Capita Plc

RUTH SHACKLETON

NICOLA ROONEY

Current role: Head of Terminal 1

Current role: Team Secretary

Previous role: The RAF Aerobatic Team ‘The Red Arrows’ Team Manager

Previous role: Executive Assistant, Office Manager and Customer Service Manager

What motivates you?

I am very much a believer in ‘one life live it’!

AND my old school motto was Carpe Diem- ‘seize every day’...It’s amazing what opportunities/experiences present themselves if you are willing to work hard. So I give my best effort in all I do.

What motivates you?

Competition, I like the challenge.

Favourite holiday destination and why?

There are so many marvellous destinations but, if I had to choose just one then it would be Australia. The immensity and beauty of the landscape. The friendly people and of course the weather and the wonderful beaches.

Favourite holiday destination and why?

Anywhere I haven’t been before. I enjoy discovering new people and places.

PATRICK HECK Current role: VP Commercial, MAG USA

What motivates you?

Team accomplishments. There is nothing better than winning as a team, whether at a sporting event or in the business world.

Current role: Administration Coordinator within the Administration department in Olympic House

Favorite holiday destination and why?

Any destination with extreme historic significance. My poor family has endured my diversions from fun family destinations to military cemeteries, battlefields, Presidential homes and other places where significant events took place. I also really like Hawaii.

Favourite holiday destination and why?

Egypt for the hot weather, beautiful beaches and clear water.

Previous role: Associate at Pinsent Masons What motivates you?

I am motivated by working with a team to achieve a project Favourite holiday destination and why?

Barcelona - for the mix of culture, great food and wine, and a beach!

ROB HALE Current role: Program Delivery Director for MAG USA

Previous role:

What motivates you?

MICHAEL BOLAND Current role: Executive Vice President Previous role: 1st Deputy Commissioner for O'Hare and Midway Int'l Airports What motivates you?

People!

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Current role: Commercial Solicitor

Development Director for AIRMALL USA, Inc.

Previous role: PLM Solutions Expert for the Apparel and Textile Industry.

What motivates you?

Ensuring that our customers in Administration are fully satisfied with the service that they receive and also great team spirit is really important to me, our team nights out are always a blast!

Favourite holiday destination and why?

I have two - Las Vegas and Orlando, Florida (Disney World) Las Vegas because there is no place like it. You can literally do anything you want in Vegas (the adults playground)! Orlando Florida - because you get to act like a kid and visit all the parks and go on all the rides and see all the stunts and sites. America is just awesome!

ROSIE MACADIE

Previous role: CFO, Continuum Partners; CFO, Denver International Airport

NAZIA HUSSAIN

What motivates you?

I am self motivated but work well with others not just to get the job done, but get the job done right and to a good standard, plus on time. Holidays also motivate me to an extent as I love to get away and have some fun.

Favourite holiday destination and why?

Door County, Wisconsin because my family vacations there every summer.

The desire to build a better mouse trap; to make things better through creative design. As a developer, I take great pride in crafting travel experiences for passengers that are memorable, fun and exciting. I enjoy the challenge of looking for ways to advance innovative terminal planning and design and want to set the standard by which other airport projects are compared.

Favorite holiday destination and why?

London. Between exploring its winding, narrow streets, enjoying the interwoven tapestry of classical and modern architecture, meeting people from around the world and of course eating some of the best curries, pies and puddings in the world, the city always feels familiar and inviting, yet still exciting and new each time I visit.

SPOTLIGHT ON

SPOTLIGHT ON...

PROCUREMENT & CONTRACTS Did you know that the Procurement and Contracts team manage a spend of £300m with 1500 suppliers?

This year Supply Chain re-launched as Group Procurement and Contracts.

The Procurement and Contracts team ensure all purchase agreements and contracts comply with appropriate laws and regulations. The team’s purpose is to be recognised as the premier aviation procurement and contracts service provider.

MEET THE BUYER - STANSTED Now in its 15th year the Meet the Buyer event at Stansted Airport was once again a big success and following on from last year’s triumph this year the event has grown to 31 buyers and 105 suppliers.

A VICTORY FOR TEAMWORK The Victory Hall in Mobberley was built in 1921 to remember the fallen villagers from World War One and created as a community meeting place for the villagers from local funds and benefactors. Located close to Manchester Airport, the hall was given an autumnal spruce up by the team.

George Owens, Group Procurement and Contracts Director told us:

“ Our department has gone

through some significant changes in 2015 and we have great things planned for 2016 and beyond.

Come and see the displays around our area on the 4th floor of Olympic House and you can find out a little bit more about who we are and what we do! ”

“ A great opportunity to meet

key contacts and establish better working knowledge of their purchasing procedures.”

- Broxap Ltd.

The event held in October, gives businesses local to Stansted, the opportunity to meet major organisations across the region who are seeking new suppliers for specific goods and services. The businesses attend 10 minute appointments with senior buyers to showcase their goods or services and have the opportunity to do this throughout the day. The 2014 Meet the Buyers generated over £1.9m in new sales and business opportunities for suppliers that attended. This figure will hopefully increase for 2015. Feedback from event showed that 100% of attendees would return again next year. We’ll be looking to hold similar events at Manchester soon!

A total of 17 colleagues from Group Procurement and Contracts spent an October afternoon painting the exterior of the hall and tidying the grounds.

Mobberley, whilst an affluent area, is affected by the airport, with traffic and noise. By taking these opportunities to go out into the wider Mobberley community MAG colleagues can show stakeholders just one of the advantages of having the airport on their doorstep and help to build MAG’s reputation.

Did You Know?

All 3rd party purchases of goods, works and services are bought through the Procurement and Contracts team. The team has doubled in size since last year.

The Procurement and Contracts team only work with suppliers that meet our standards financially, respect our values and meet our business conducts and ethics codes.

17

VIP

WELL DONE

TO OUR

VIPS

MAG’S VIP SCHEME RECOGNISES AND CELEBRATES OUR COLLEAGUES WHO GO ABOVE AND BEYOND IN THEIR ROLES, HELPING TO DRIVE THE SUCCESS OF OUR BUSINESS.

Hundreds of colleagues have been nominated (with each nominee being awarded a value pin and a £10 voucher) since the scheme launched in October 2014 and 14 colleagues were crowned winners in March, April and May and received an invitation for themselves and a guest to a ViP celebration lunch.

Congratulations again to all our worthy nominees and winners!

“ MAG’s ViP scheme recognises and celebrates our colleagues who go above and beyond in their roles. ”

JUNE

JULY

Brilliant at What Matters Ben Taylor MAN Ben went out of his way to repatriate two passengers with their lost phones. He went to Car Parks Meet and Greet to the passengers’ cars and he also had to go to the offsite parking before he could locate the phones.

The passengers were very appreciative. Ben did all this without hesitation and displayed great customer service.

Why not?

Jason Plume STN Engineering Jason is a great advocate of the Engineering Apprenticeship scheme. He continually acts as mentor and trainer to them, gladly passing on the knowledge that he has gained over the years. He has continually asked for greater involvement in the scheme and this year taken part in the assessment centres run for the 2015 intake.

Brilliant at What Matters Mark Dodd MAN External Engineering

Mark, as a volunteer member of the Airport Care Team, came in on his day off to assist a Turkish-Cypriot gentleman stranded at Manchester Airport. The man had travelled to the UK having been promised employment - this turned out to be a false promise.

Mark took care of him and negotiated with Thomas Cook to arrange a flight to Cyprus that very day.

Finger on the Pulse David Turner STN Terminal Security Officer

Dave received a personal thank you card from two customers who would have missed their flight if Dave had not helped them. He went out of his way to ensure that they were safe and caught their flight.

Power of Teamwork Power of Teamwork Leigh Feiner EMA CS Terminal Leigh is an exemplary individual who is keen to learn about other areas of the airport in order to help the team.

While he has been with the Car Parks team for two years, he has branched out, learned and has assisted in the info desk function and in passenger services.

Pat Hillier STN Airside Ops Pat became aware of a contract issue with an airline at very late notice and immediately worked with teams across the business to put in place a robust and compliant process that met the requirements of the American Security Procedures. Without this background work the inaugural flight would not have departed.

Safe Hands Safe Hands Ross Collins Human Resources Sanooj Subash Babu MAN CS T1 Sanooj identified a breach whilst attending a medical at gate 3. A Menzies agent had opened the wrong doors allowing arriving passengers into the departure lounge.

Sanooj acted quickly, alerting CSTM and containing passengers.

Ross became suspicious observing 3 adults and 2 children passing through security. He raised his concerns with the police who interviewed all parties. It’s been subsequently confirmed both children have been taken into care, thus preventing a possible much worse long term future.

Why Not? Phil Smith EMA CS Security Phil continually seeks to identify and introduce new or revised methods of improving our CSA queuing system.

He performs this task every day with a refreshing consistency and to a high standard. This directly impacts positively on customer perception and efficiency of operation.

18

VIP

AUGUST

SEPTEMBER Brilliant at What Matters Roseann Malone BOH CS Terminal Services

Since joining the team Roseann has been very helpful and daily goes above and beyond. She will go out of her way to ensure the airport is capturing as much revenue as possible to support budget requirements and when new starters have joined she offers knowledge and assistance. Roseann has helped cleared many issues from the operation which has improved the overall passenger experience.

Finger on the Pulse Leanne Whitby EMA CS Terminal Leanne regularly produce reports which prove to be critical for the PST. Leanne continually goes above and beyond her job responsibility to ensure that we use our systems and data dynamically, so that we capture the best intelligence about our customer base. Leanne is an integral part of the team and her continued innovations are a credit to the department.

Power of Teamwork Alan Birtles MAN Security T1 Alan is heavily involved in a wide range of airport related activities which include being a union Shop Steward, a Health & Safety Rep, Security Pensions Rep & Trustee Director of the MAG Pension scheme. In addition he has been instrumental in organising the annual M Festival. Alan consistently works in a positive and constructive manner to carry out valuable activities in support of the airport community.

Safe Hands Robert Went STN Engineering Robert demonstrated ‘out of the box’ thinking on a long term Safety problem. On the runway there are small access roads that during bad weather are protected by mobile barriers which require expensive cabling. Robert researched LED and battery technology in his own time and purchased kit at his own expense to test his theories. His solution to use LED has been implemented and works very well as the barriers now can be used in bad weather without cabling.

Why Not? Houston Ramm MAN Planning and Transformation

Houston was an essential member of the team that were tasked to deliver 154 signs amendments during the peak operation to a set budget, tight deadlines while continuing day to day activities. All completed on time, on budget and to a high standard. Houston also gave up his Sunday afternoon and evening to assist with the implementation of the signs!

Brilliant at What Matters Tina Calvert MAN Security T1 Tina had come in to work early and was approached by a passenger who had left their passport in the car.

As he had already cleared the security process and had a short amount of time to make his flight, Tina ran all the way back to his car to retrieve his passport. Tina managed to return in time for the passenger to make his flight.

Brilliant at What Matters Jackie Westwell MAN Security T3 Jackie assisted a passenger who was very anxious about flying alone and kindly saw her through security and all the way to her departure gate. Jackie then returned to reassure the passenger’s relative that everything had gone as planned. The passenger and her relative was very appreciative.

Finger on the Pulse Peter Abbott MAN Security T3 At our busiest period one morning all our X-ray machines went down (Full matrix crash). Peter took instant control of the situation and displayed decisive leadership at a critical time. In doing so, Peter ensured a positive experience for our passengers and ensured they were informed of the situation. By using his quick thinking, our queues remained minimal and our passenger experience was not compromised.

Power of Teamwork Gareth Kitching Strategic Projects Gareth has recently developed a comprehensive analytical tool that collates various sources of aeronautical data and presents insight into market opportunities at a route level. By far, this is the most comprehensive tool ever developed for the business development team and has been recognised by a number of carriers as an excellent source of invaluable information.

Why Not? Shaun Gent MAN Bussing Shaun displayed outstanding professionalism with a sick young passenger who was suffering with a medical emergency at Terminal 2. His customer service and care shown whilst waiting for the paramedic is a credit to his department.

Adam Coley Adam Freeman Adam Wellings Adele Shipley Adrian Battaini Alan Birtles Alan Holdsworth Alan Kemp Alan Wilson Alex Lowe Alex McEwan Alexander Lowe Alf Boyes Alfie Ginn Alya Bibi Amamda Dewhurst Amanda Atkinson Amanda Booth Amanda Forth Amy Harvey Andrea Milward Andrew Blueman Andrew Cockburn Andrew Eastwood Andrew Gillman Andrew Lomas Andrew Smith Andrew Tink Andy Campbell Andy Deplitch Andy Howarth Andy Marchbank Andy Morrison Andy Moss Andy Mott Andy Wright Aneeka Patel Angela Brown Angela Connell Angela Williams Ann Hagan Anna Perkins Anna-Karin Neal Anne Jones Anthony Cowley Anthony Dyke Anthony Johnson Anthony Taylor Arfan Ali Asha Rattu Ashley Aitcheson Barbara Ball Barbara Prescott Barrie Harnett Barry Vaughan Ben Johnson Ben Taylor Beverley Johnson Bilal Patel Billie Dash Brenda Mooney Brenda Watts Brian Edwards Brian Jones Cameron Cheesman Carol Hough Caroline Strong Cath Buckley Cath Moores Catherine Horrocks Chad Verguson Charles Crooks Charlotte Doolan Charlotte Oakley Chelsea Love Cheryl Cook Chris Barcroft Chris Bray Christie Hampton Christina Lomas Christine Hughes Christine Molloy Ciara Foley Claire Alsawaf Cliff Brown Clive Coventry Colin Edge Colin Jarlett Colin Taunton Colin Welch Conan Busby Craig Lyons Daniel Beardmore Daniel Bryan Daniel Kicks Daniel Wright Danilo Variola Darren Freemantle Darren Hall Darren Johnson Darren Lewis Darren Stone Darren Wallace Dave Goodstadt Dave Greenhalgh Dave Smith Dave Turner David Gorden David McBride David Meynell David Owen David Ross David Tomlinson David Turner Dean Howard Dean Landimore Dean Wren Debbie Brophy Debbie Foote Denise Patterson Diane Straw Divine Ekeleme Donna Mayell Eddie Bridle Eddie Whitmore Elise Kershaw Elizabeth King Emma Oxton Emma Roberson Faye Alford Frank Richardson Gareth Kitching Garry Weston Garth Evans Gary Booth Gary Conroy Gary Dobson Gary Wood Gaynor Hallows Gaynor Thacker George Yates Georgie Smith Gerry Tobin Gill Bell Gillian Cleworth Gillian Clough Gillian Pantelli Gina Johnson Giuseppe Salamone Graham Puckey Greg Rand Gregson Dorey Hayley Brinicombe Hayley Northern Hazel Andrews Heather Boyd Heather Bradley Helen Leigh Herve Ndeh Tene Hitesh Surti Houston Ramm Ian Craen Ian Douglas Ian Hodgson Iian Lishman Ingrid Gale Irfan Akhtar Jack Ferguson Jackie Brewster Jackie Lowe Jackie Westwell Jacquline Surman James Fossey James Hughes James Johnson James Parrish James Wallace Jamie West Jane Pendleton Jason Plume Jayne Plant Jean Garratt Jeanette Robinson Jeffery Millard Jeremy Gardner Jill Dobson Jill Julian Jill Welch Jim Shepherd Jo Davies Joanna Ulawska Joanne Harding Joanne Swarbrick Jody Warman John Diskin John Ratcliffe John Taylor Jonathan Shaw Jordan Morris Joseph Clegg Josh Asquith Joshua Bunting Joshua Calvert Jules Williams Julie Adams Julie Burrage Julie Capper Julie Thompson Julie Trowsdale Justine Sweeney Kamran Puri Karen Naylor Karon Ratcliffe Katherine Seacombe Kathryn Barr Katie Anderson Katie Holt Katie Rimmer Kay Altringham Kay Berry Keeley Briggs Keith Gill Kev Parker Kevin Clayton Kevin Crook Kieran May Kim Brand Kirsty Gregson Klare Osborne Kunnapich Wood Laura Bull Laura Exton Laura Whitby Leanne Whitby Lee Barry Lee Best Leigh Feiner Liam Grundy Liam O’Dwyer Lisa Higgins Lisa Thompson Lucy Hobson Maddie Rose Maddison Broadbent Marcella Gilbert Marcella M’Rabety Maria Roche Marie Rahim Mark Aldridge Mark Bickley Mark Bowcock Mark Dodd Mark Holdsworth Mark Russell Martin Heyes Martin Leeder Mat Siddall Mel Nice Michael Harcourt Michael McVeigh Michelle Mone Michelle Thirwell Mick Cocksedge Mick Hewitt Mike Egan Mike Hart Mike McLean Mike Taylor Mo Humphreys Moe Anyanwu Nancy Hatch Natalie Belford Navine Kirby Neil Evans Neil Smith Neil Tait Nena Adrienne Nicasio Acosta Nick Maltby Nick Millar Nicky Sidebottom Nicola Biesty Nicole Herr Nigel Gilbert Nigel Wickenden Nikki Sykes Norma Peach Oliver Roe Pamela Beaumont Pat Hillier Patrick Cox Paul Ambrose Paul Archer Paul Bright Paul Clayden Paul Cooke Paul Cross Paul Hatton Paul McGilvery Paul McMahon Paul McNair Paul Norton Paul Saville Paul Whysall Paula Hartley Pete Bullen Pete Rushton Pete Wild Peter Abbott Peter Griffiths Peter Milligan Phil Lloyd Phil Martin Phil Nealon Philip Smith Phillip lloyd Rachael Hallam Rachel Gibson Rachel Skelton Radka Sedlarova Ray Wallis Rebecca Dow Rebecca Dunne Rebekah Scrase Richard Bebbington Richard Farrall Richard Herbert Richard Quinn Rick Green Rob Hassard Rob White Robert Thornton Bjork Robert Walls Robert Went Roger Crosby Roger Markendale Roger Simpson Rose Henry Roseann Malone Ross Collins Roy Hepworth Russ McCulloch Russell Wide Ryan Skeldon Sadia Ahmed Sally Claxton Sally Eckersley Sam Bainbridge Samantha Ainsworth Samantha Hall Samantha Hunt Sandra Doyle Sandra Kelly Sanooj Subash Babu Sarah McGuire Sarah Robson Satbinder Singh Scott Howard Scott Watts Sharon Dixon Shaun Gent Shaun Godfrey Shaun Maloney Sheila Finney Simon Connolly Simon Day Simon Pepper Simon Turner Simon Webster Siraj Khan Stephanie Kinsey Stephen Cawson Stephen Graham Stephen Kielty Steve Bunker Steve Cunningham Steve Galligan Steve Guy Steve McCusker Steve Milton Steve Munro Steve Sage Steven Wright Steven Yuille Stuart Hancock Sue Davis Susan Bowell Susan Wilson Syed Ali Talha Lehri Terry King Theresa Morris Tina Calvert Tina Chapman Tina Large Tom Parkes Tony Escott Tracey Coupe Tracey Lee Tracy Tierney Tracy Watson Treena West Trevor Sutton Tuncer Ibrahim Wayne Allport Wayne Hollies Will Coyle Will Stevens William Paul Lodder Willie Carthy Zoe Spinks

19

VIP

VIP GOLDEN

GLOBES

Our Values in Practice (VIP) scheme launched back in October 2014 and since then more than 1400 colleagues have been awarded value pins for going above and beyond in their everyday role.

20

A year of achievement was showcased at our first ViP Golden Globes event held 4 September at the Midland hotel in Manchester. The VIP Golden Globes was a glamorous night full of excitement and anticipation as the winners waited to be announced. In between courses, the guests enjoyed entertainment from comedian Lucy Porter and a live band.

Congratulations to all the nominees and the winners on what was a special evening for all.

VIP

L-R: Deborah Dowty, Jennie Crossling, Irene Murray, Andrew Cowan, Satish Chuttur

VIP GOLD PIN WINNERS These are our Gold Value Pin holders who have been awarded all five of our value pins for their amazing work in the areas of Safe Hands; Brilliant at What Matters; Why Not?; Power of Teamwork and Finger on the Pulse.

Congratulations to Mark Dodd who became the ďŹ rst gold ambassador pin winner at Manchester Airport.

These colleagues have gone above and beyond in all of our values and are what great looks like.

Pictured above are Deborah Dowty, Jennie Crossling, Irene Murray and Satish Chuttur who were recognised at this year’s annual event.

21

NEW CHARITY

WITH YOUR HELP WE HAVE CHOSEN OUR NEW CHARITY PARTNER WITH A ÂŁ1MILLION FUNDRAISING AIM Earlier in the year we asked colleagues to identify the types of charities you were passionate about supporting and the categories of people who would directly benefit from the charity.

The results of the survey overwhelmingly pointed to supporting a charity with children and young people being the main beneficiaries and Cancer being the main topic.

A Charity Committee was formed of colleagues who had come forward from across the business representing each airport. Each airport committee was then asked to go away and research the charities which they would like to be considered as a new Group-wide and nationwide charity partner based on the criteria from colleagues, with the addition that it needed to be a charity which had a local connection with each of the MAG airports.

After collating and considering a huge list of charities which had been suggested from the airport teams a shortlist of charities was agreed.

The shortlisted charities were then asked to present to a panel representing the Charity Committee, these were Teenage Cancer Trust, The Rainbow Trust, Macmillan and CLIC Sargent.

22

NEW CHARITY

Following much discussion by the Charity Committee we are pleased to announce our new charity partner is CLIC Sargent, the UK’s leading cancer charity for children and young people - and with the help of people from across the Group aims to raise £1million.

CLIC Sargent was formed in 2005 after a successful merger between CLIC and Sargent Cancer Care for Children. It is now the UK’s leading cancer charity for children and young people, and their families, supporting 6,800 children and young people and their families in 2014/15.

The charity’s vision is to support children and young people with cancer from diagnosis onwards and it aims to help the whole family deal with the impact of cancer and its treatment, life after treatment and, in some cases, bereavement.

It provides clinical, practical, financial and emotional support to help them cope with cancer and get the most out of life.

A spokesperson for CLIC Sargent, said:

“ We are absolutely delighted to be the new charity partner of MAG, the biggest UK-owned airport operators. CLIC Sargent recognises that every child or young person with cancer has a different experience. A cancer diagnosis also affects the whole family in many different ways, so we take time to listen and understand. ”

“ Our aim is to help ensure that

the whole family receives the support which works best for them and the generosity of MAG its colleagues and passengers will ultimately contribute through this new partnership with MAG, will enable us to continue to provide clinical, practical and emotional support to children and young people with cancer, and their families. ” We will also continue to work with Cheshire-based Medcare, for the shortterm, our charity partner since October 2011, ensuring that a legacy continues following reaching the aim of raising £200,000 for the charity, funding support toward the enduring growth and expansion of Medcare’s Wellspring Children’s Medical Centre in rural Uganda.

We’re really excited about this new partnership and have lots of fundraising activities planned both nationally and locally giving everyone the opportunity to get involved and raise some money.

Full launch details will be communicated shortly along with an introduction to our Charity Champions, so please look out for more details via your local channels, Our Champions form part of the national MAG charity committee and we want to say a huge thank you to them and everyone who took part in the charity survey.

Andrew Harrison, Managing Director Stansted and executive sponsor of the charity committee said:

“ We’re very much part of

the local communities that surround our airports and are committed to giving something back and ensuring we make a lasting and impactful contribution to society. ”

“ We asked our colleagues who they wanted to support and we and look forward to supporting and fundraising in aid of this fantastic charity that provides support for children and young people with cancer and supports their families. ” “ The new partnership is a

Group wide initiative, supported by all four airports and backed by colleagues across each site - we will also continue our significant local community work with charities in addition to this nationwide and worthwhile new charity link-up. ” For more information on CLIC Sargent, see: www.clicsargent.org.uk

23

COMMUNITY

THE GREAT AIRPORT BAKE OFF - OUR MACMILLAN COFFEE MORNINGS

This year, Manchester, East Midlands and Stansted took part in the world’s largest coffee morning in aid of Macmillan Cancer support.

With bake offs, treats and generous donations from colleagues across the group, the event raised a healthy sum for the charity!

In Manchester, various coffee mornings were arranged with the Community Relations team taking their Macmillan coffee morning out into the neighbouring community at Heald Green Library. Back at the airport, coffee mornings were held by Airfield Operations, T3 Customer Services and a great bake off was organised by the Car Parks team. In total, colleagues at Manchester raised £1462.

Over in East Midlands the Macmillan coffee morning was held in the Media Suite at the top of the Air Traffic Control Tower for the second year running. The event was organised by Claire Woodman with the help on the day of Cathy Lynch & Helen Ratcliffe. Volunteers throughout Air Traffic

24

helped with the cake baking and provided the event with a huge selection of tasty treats. The event was open to all staff on the site and it was lovely to see so many different companies represented. A total of £820 was raised.

Helen Compton Cook with Kamau Kago nye

“ Learning that my mother

had cancer was the most difficult time in my family’s lives, so when MacMillan coffee morning was advertised, l decided that it would be a great idea to have one of our own at work.

Let’s face it, l could hardly get that many people in my house! ” Down in Stansted, one security officer, Helen Compton Cook, spent weeks in preparation to host an airport wide event.

Helen rallied support from the airport community through donations of time, (hosting the stalls) the baking of cakes and cash. Costa Coffee, Pret

a Manger and Starbucks (to name a few) all got involved to help on the day along with the Trade Unions and together they raised a huge £4600!

“ It’s not easy losing

someone you love but time is said to be a great healer and to be able to give back like we did was very gratifying. ” Thank you to all colleagues who have helped with these coffee mornings or donated to the charity!

VIP COMMUNITY

COMMUNITY CHAMPIONS MANCHESTER COMMUNITY CHAMPIONS POST-CHRISTMAS CLEAR OUT!

Right to left: Heather Bradley, Joe Thompson, Tina Large, John Bedson, Sue Tyler

After five previous successful events, the Community Champions will once again be hosting the ‘Post-Christmas Clear Out’ in aid of local good causes.

The annual event which runs in January will see colleagues from across the airport de-cluttering their homes and donating unwanted Christmas gifts plus any other new or used items that are filling their cupboards at home.

Items welcomed include clothing, footwear, books, CDs, DVDs, toys, games, IT/ tech gear, sports gear, baby equipment, cosmetics and small items of furniture.

All the Items are collected at designated ‘Donation Stations’ on site and then sorted and delivered to local charities for re-sale through their fund-raising shops.

Past beneficiaries have included St Ann’s Hospice, Beechwood Cancer Care Centre, Stockport Cerebral Palsy Society, Tree of Life (Wythenshawe), Francis House Hospice and East Cheshire Hospice.

The steering group are currently selecting which charities to support on this occasion and will share this information closer to the clear out.

WOULD YOU LIKE TO GET INVOLVED? The team are always looking for willing volunteers to help run the event and with other tasks such as promoting the event, running donation stations, helping to sort the items and arranging delivery to the charities - these tasks can be logged as community hours (once agreed with your line manager).

If you would like to get involved or find out further information, please contact Paula or Tina on 0161 489 2030 or 2163.

The next event is provisionally scheduled for mid-January 2016 so why not get an early start and take a sneak peak in the cupboards at home!

WHO ARE THE COMMUNITY CHAMPIONS? Helping local communities is important to us as a business and volunteers gain huge satisfaction from being involved. It provides an opportunity to develop new skills, get to know people and to work together with colleagues from across our business. Our intervention can make such a difference to our local neighbours.

With this in mind, the Community Champions work very closely with the Community Relations team to enhance

d representative Paula Sawyer an Hospice from East Cheshire

the company’s Corporate Social Responsibility Strategy and with their ideas and knowledge manages the needs of the local community. MAG helps by giving time and resources to focus on education, environment, employment and community.

Manchester Airport colleagues are allowed to use two days of company time per year, subject to line manager’s approval, to volunteer in the local community. This does not need to be a business or time cost as many of these projects can be used to build confidence, enhance and support training or provide management experience - for example acting as a school governor or mentoring a community project.

We always welcome more Community Champions across all areas! For more information, please contact Community Relations.

25

CHARITY

Alexander Jelenje was one of the dedicated Tough Mudders

MAG MUDDERS TAKE ON TOUGH MUDDER NORTH WEST FOR MEDCARE

ALGARVE HOMELESS CHARITY

One Sunday in September nine colleagues from recruitment and the graduate programme swapped out their usual Sunday roasts to brave Tough Mudder in order to raise money for Medcare.

After travelling to Uganda earlier in the year to see the work that Medcare does in transforming children’s lives, the team decide to take on the Tough Mudder challenge and raise some money.

They endured 12 miles of various obstacles including: arctic enema, birth canal, sewer rat, electric shock therapy, not one but two mud miles and countless swamps! It was worth all that mud though as the team raised nearly £1000 for Medcare!

SUCCESS AFTER STROKE SUDBURY 10K AND 5K Success After Stroke is an active and motivated self-help support group where the members are helped by dedicated volunteers and therapists in their efforts for rehabilitation, independence and confidence.

The group offers physical and speech therapy and counselling for both stroke survivors and their families.

After his father suffered a debilitating stroke 10 years ago resulting in him being paralysed down his left side, Si Phillips who works as a fire fighter in Stansted, decided to raise some money for the charity that had helped his father. To add to the occasion, Simon’s father, who had not walked since, took his first steps in 10 years on the day of the walk! Si said:

“ It would not have been possible

Si Phillips, Fire Fighter,

Stansted

without the SAS charity and when I heard that they needed help with funds I could not refuse as they had done so much for both my father and mother. So I walked 5K in full fire gear with BA (breathing apparatus) it was very hot, but after seeing what my father had achieved it was easy.

It was not much but I raised over £200 for a worthy cause. ”

Sarah Lees, Security Officer at Stansted, headed to the Algarve laden with a donation of surplus uniform to donate to a charity dedicated to the homeless.

Usually the uniform is disposed of securely, however on this occasion with some alterations, the surplus was free to go to a better use.

Following the donation to the Algarve Homeless Charity Sarah said,

“ They were so pleased at

the quantity and are probably going to share some out amongst the Red Cross and other care homes as well.

They say a great big thank you to MAG and Maria North (Uniform Stores). ”

EMA MARATHON RUNNERS The EMA Road Runners took on this year’s Nottingham Post Corporate Challenge 2015.

The fast flat course takes runners down the tree-lined University Boulevard, around Highfields Lake and through the Trent building courtyard at the University of Nottingham, one of the most iconic buildings in Nottingham. Ada Whitten, Matt Quinney, Howard Ebison, David Potter, Laura Whitby all took on the HalfMarathon and Gavin Williams and EllaDee Swift completed the Mini-Marathon.

Overall their efforts took the team to a respectable placing of 16th.

Well done all!

CHRISTMAS

IT’S THE MOST WONDERFUL TIME OF THE YEAR...

CHRISTMAS WORD SCRAMBLE Put your puzzle solving skills to the test with our special Christmas word scramble.

Look carefully at the jumbled words and see if you can unscramble them into real words related to the Christmas season! All answers can be found at the bottom of the page. Have fun!

1. Lelbs

6. Gostinck

11. Sliten

2. Cleand

7. Esokoci

12. Sottlemie

3. Gigabrndeer 8. Gliseh

13. Leves

4. Scralo

9. Gngego

14. Tenessrp

5. Edinerer

10. Womanns

15. Reet

FIVE TIPS FOR AN EASIER HOLIDAY SEASON...

TMAS CARD IT’S OK IF YOUR CHRIS AIN. IS LATE THIS YEAR… AG

essful The holidays can be a str suddenly time. Your to-do list has quadrupled.

more money than You may be spending you are entertaining you intended. Perhaps party, or traveling. a house guests, hosting ply busier and For most of us, life is sim holiday season. the g rin more expensive du few tips to make life Below we have listed a ys! easier during the holida

? ONLINE DON’T LIKE CROWDS CHEAPER SHOPPING IS OFTEN .

AND FASTER ANYWAY

Friday-type deals Even many of the Black . It’s hard to beat line are now available on as, and the selection shopping in your pyjam whole world is at is much better since the get to check MAG your fingertips. Don’t for mas offers as well! rewards for great Christ

about it. Let the This year, don’t worry y jumper be a nice pictures of you in a sill January. Far more little surprise in end of memorable!

AST GIVE YOURSELF AT LE LAX...

10-15 MINUTES TO RE

ry day by turning If you’re able, end eve lights, turn off all the on the Christmas tree of hot chocolate other lights, make a cup auty of the holiday or tea and enjoy the be optional. sic season. Christmas mu nds better. sou nce Sometimes the sile

GO OFFLINE.

cations and liking Forget about push notifi s meals, have some other people’s Christma of all the things down time for reflection d this year. you have accomplishe

Y LAST. MAKE CHRISTMAS DA

gifts and rushing Instead of ripping into open gifts one-at-athrough the morning, n’s pleasure of giving time. Enjoy each perso dles, put on music, and receiving. Light can ening with breakfast, and intersperse gift op n. laughter, and connectio

27

1. Bells, 2. Candle, 3. Gingerbread, 4. Carols, 5. Reindeer, 6. Stocking, 7. Cookies, 8. Sleigh, 9. Eggnog, 10. Snowman, 11. Tinsel, 12. Mistletoe, 13. Elves, 14. Presents, 15. Tree

2015 It’s been a great year!

We announced the Manchester Transformation!

Pride celebrations - awarded best float in the parade

Flybe landed at Bournemouth

Launch of the new MyMAG App

East Midlands celebrated 50 years

Presidential visit, new Manchester Beijing route and China Cluster launch!

Launch of our US Business and opening of our new escape lounge!

Stansted reveals new food and beverage partners.

limited email/Intranet so we produce a Not everyone has easy access to sites.

MAG on one every h reac number of printed copies to help