So how has Suzanne found working at an airport for the first time? "I absolutely love it." She says. "I love being able to have a direct impact on the experience of our customers and our colleagues. . I can see why our people work in our airports and stay for a long time; it's a fantastic team and no two days are the same. More importantly, the ability we have to positively impact the customer journey is really phenomenal. Ultimately, everything we do is in service of getting our customers on the plane, getting them safely to their destination, to theirtheir friends, family or business connections,, and then getting them home safely again".
Moving back into T3 is one of the clearest signs yet that we're getting back on our feet and its been a huge task for our teams. It’s not just a case of switching on the lights, and away we go. Baggage and check-in systems need to be checked and tested. Our customers need to be told about the move. The terminal is also spotless and gleaming having had two deep cleans in the last week alone. And we've been running sessions to reacquaint our people and train them in some of our new ways of working. For some of our team, returning to Terminal 3 brings to an end over 450 days of furlough.
Chatting to Suzanne and Rami confirms one thing we've known all along. Terminal 3 is a special place, from the colourful and open area that welcomes our customers to Zone A right the way through the customer journey to our aircraft. But it's when you add our people to that environment that you elevate the whole experience to extraordinary. Regardless ofwhere you are heading, or how you arrive at Heathrow, you will receive the famous Virgin Atlantic welcome and be guided every step of the way by our fabulous Heathrow airport team.
"Terminal 3 is instantly and uniquely identifiable as us." Says Suzanne. "As people resume travelling, we'll be there to help take some of the anxiety out of that journey, getting them safely checked in and through to the next stage of their journey. This is our natural environment, our home turf, where we know our customers can have the experience we want them to have. And then, of course, for our Upper Class passengers we've got the unique selling points of the Upper Class Wing, the Clubhouse and Revivals when they land. It’s great to be able to open all of those on day one".