Category: Aviation

OCS Secures Contract Extension with Birmingham Airport

Posted on by stephanieamata

We are pleased to announce that we have successfully secured a two-year contract extension to continue delivering essential cleaning services at Birmingham Airport. The scope of these services encompasses not only the airport terminals but also various other buildings, including external areas, winter gritting for terminal surroundings, washroom hygiene, and high-level window cleaning.

This contract extension is a direct result of our consistent service delivery to Birmingham Airport. Through a robust and collaborative partnership with the airport, we have demonstrated flexibility and cost-consciousness, positioning ourselves as the ideal long-term solution for the airport’s premises.

We are pleased to extend our partnership with OCS. Their consistent service delivery and flexibility have been instrumental in maintaining the high standards we expect at Birmingham Airport. This sustained working relationship ensures that our passengers and facilities continue to benefit from OCS’s expertise.

Deane Arnold

Terminal Operations Manager — Birmingham Airport

Building upon our previous five-year contract (which began in May 2019), this extension will see us continue our services until April 2026. Notably, during the initial contract, we introduced robotics into our service package, providing an innovative and efficient solution.

Furthermore, this extension expands the contract’s scope, creating additional employment opportunities with a focus on recruiting from the local Birmingham area. We remain committed to maintaining exceptional service standards while contributing positively to the airport’s operations and community.

We are thrilled to continue our successful partnership with Birmingham Airport. This contract extension reflects our commitment to delivering exceptional services and maintaining a positive working relationship.

Mark Chambers

Operations Director Airport Services — OCS

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British Airways Extends 25-Year-Long Relationship with OCS 

Posted on by stephanieamata

British Airways, the flagship airline of the United Kingdom, boasts the country’s second-largest fleet and passenger base. Since 2013, OCS has been entrusted by this aviation industry leader to handle its soft service needs, while providing laundry services to them for over 25 years. The soft services partnership originated when British Airways opted to discontinue a total facilities management service provided by their previous vendor, aiming to enhance their services. 

Following a competitive tender process, OCS secured the contract to deliver soft services such as porterage and front desk support to British Airways sites across the UK. Over the past decade, OCS has consistently been the chosen service provider, receiving multiple contract extensions. 

We have felt and seen the impact of OCS’s commitment to openness and transparency in their operations with us, resulting in consistent services across all our sites and creating good working environments for our teams. We look forward to continuing this nearly three-decade-old partnership and working with OCS to achieve greater heights in our responsibility to the environment and our people.

British Airways Spokesperson

The most recent extension reflects the success of the enduring relationship between OCS account holders and the British Airways team. OCS’s commitment to effective communication involves ensuring that every serviced site has a designated key stakeholder, facilitating unhindered interaction between teams and colleagues at British Airways. Collaborative efforts have been pivotal in achieving the best outcomes for both OCS and British Airways, maintaining the health of the relationship. By attentively listening to the needs of the British Airways team and implementing additional measures where feasible, OCS has delivered cost-conscious and compliant services. 

Embracing British Airways’ goal to achieve carbon net zero by 2050, OCS has strategically incorporated measures in its soft service provisions to minimise environmental impact. Its comprehensive approach ensures that all facets of its mission are addressed, demonstrating their dedication to sustaining a positive and eco-conscious partnership. 

For the laundry service provision, while the contract did go to market, in the end, it was the relationship built over two decades that stood the test of time, with OCS coming out as the best option in terms of quality and commitment to British Airways. OCS has also made significant improvements to its laundry servicing site, which serves three other airlines, to boost its sustainability and provide environmentally friendly options for processing laundry. For example, OCS installed a banding machine on their site which has facilitated a 50% reduction in plastic usage on BA’s headphones. Furthermore, OCS has taken measures to provide an electric fleet and recover all the energy spent on heating the water used in the facility contributing to BA’s net zero targets.  

We are proud of the partnership we have built with British Airways over the years and this latest extension is just further proof of the success of our active listening and stakeholder management. We look forward to continuing the good work with British Airways over these next five years as we continue to take on the mantle of upholding their exceptional services.

Raffaella Mauro

OCS Operations Director ‑ Aviation & Gateways

Virgin Atlantic Advances Decade-Long Partnership with OCS

Posted on by stephanieamata

We are thrilled to announce that we have won a contract to continue providing laundry services to the aviation industry giant, Virgin Atlantic. This contract is an extension of a decade-long partnership between the OCS and Virgin Atlantic. The contract serves Virgin Atlantic’s locations primarily in Heathrow and Manchester and extends to support its Scotland site during the busy summer period.  

The extension is a testament to the strong partnership between OCS and Virgin and the quality of services delivered by the OCS team, with particular recognition for how agile and prolific our team is when it comes to problem-solving.  

We provide laundry services to four aviation industry leaders in our 60,000 sqm site where we support our aviation customers in achieving their sustainability goals. We have made significant improvements to our laundry servicing site to boost sustainability and provide environmentally friendly options for processing laundry.  

For example, we installed a banding machine on site which has facilitated a 50% reduction in plastic usage in headphones. Furthermore, we have taken extensive measures to provide an electric fleet and recover all the energy spent on heating the water used in the facility contributing to net-zero targets. 

A Glowing Transformation: OCS Ireland’s Cleaning Services at a Major Airport

Posted on by emmacook

OCS Ireland, recently undertook a commercial cleaning project at a major international airport located in the south of the country. This airport is a vital transportation hub for millions of passengers annually and invests in its terminal buildings and facilities to ensure a welcoming environment.

OCS Ireland contributes to their mission every day. Our services range from assisting Passengers with Reduced Mobility (PRM) to ensuring that our cleaning teams make passengers feel safe and welcomed in the airports, lounges, and terminals we serve.

Our customer places passenger experience at the pinnacle of its priorities, which means a comprehensive cleaning service is essential to maintain high standards of cleanliness. Over the course of four nights, the project was completed without any impact on the airport’s operation. The airport floors were fully restored to their former glory, now shining and creating a clean, modern look throughout the duty-free area.

The project’s successful delivery has resulted in high levels of customer satisfaction, with airport management expressing further confidence in our abilities. This project has only continued to strengthen our partnership and our shared commitment to enhancing the overall travel experience for all passengers.

To learn more about how OCS Ireland assists in creating spaces that enhance the overall travel experience for our customers, click here.

Find out more about our OCS Cleaning services

OCS: Pioneers of the Sunflower Lanyard Scheme

Posted on by danbarber

Now Globally Recognised: Sunflower Lanyard Scheme

The Sunflower Lanyard Scheme, initially launched at Gatwick Airport by OCS Group to assist passengers with hidden disabilities, has been successfully adopted in airports globally. This innovative initiative, which began as a trial over the summer, has significantly enhanced the travel experience for thousands of passengers and their families worldwide with hidden disabilities such as dementia, autism, or hearing loss.

Discreet recognition

Introducing these distinctive lanyards lets travellers discreetly inform airport teams of their need for tailored assistance. The lanyard ensures they receive the proper support throughout their journey, such as extra time for processing information or preparing belongings before security screening. OCS assistance teams across the UK and globally have undergone specialised training to recognise and appropriately respond to these lanyards.

This scheme is part of a broader initiative by OCS Group, which provides assistance services at multiple airports across the UK & Ireland and globally. The initiative was informed by the “Challenging for Change” report, which captured the experiences of passengers with disabilities and suggested improvements. Follow-up workshops facilitated dialogue and idea exchange among airlines, airport operators, baggage handlers, disability groups, and support service providers.

Charity Partnership & Collaboration

Key UK charities like the Alzheimer’s Society, The National Autistic Society, and Action on Hearing Loss have collaborated with Gatwick Airport and OCS Group in this endeavour. At launch, Nikki Barton, Head of Terminals and Passenger Assistance at Gatwick, highlighted the scheme’s role in reducing travel stress for passengers with hidden disabilities and the importance of training for frontline teams in enhancing passenger experiences.

OCS Group has 60 years of expertise in the aviation sector and their commitment to excellence for passengers needing additional assistance. The lanyard scheme, born from extensive consultations with disability groups, aims to minimise misinterpretations of the specific needs associated with hidden disabilities.

Specialist Colleague Training

The lanyard scheme’s rollout was supported by comprehensive training, with NVQ Level 2 training in dementia care now standard for OCS teams in the departure lounges. Numerous Dementia Friends Champions have been trained across the airports to further the Alzheimer’s Society’s Dementia Friends programme.

Sue Rennie, Alzheimer’s Society Services Manager for West Sussex North, said, “People with dementia and their family carers often find travelling daunting when faced with unfamiliar and busy airports. The lanyard scheme for passengers with hidden disabilities introduced at Gatwick offers reassurance to those who use it. It also helps airport teams know that they may require additional support, which can improve the passengers’ travel experience at the airport.”

Edinburgh Airport appoints OCS to support passengers with reduced mobility

Posted on by ameliaroberts

Edinburgh Airport has chosen OCS, the leading international facilities service provider, to ensure that passengers with reduced mobility (PRMs) receive specialist support in their journey through the airport. It is part of its commitment to providing all passengers with excellent customer service and a seamless journey.

Under the terms of the agreement OCS will provide a 24/7 continuous service every day including public and bank holidays, ensuring assisted safe passage through the airport (departures and arrivals) to and from the airplane to defined arrival/onward journey points, working closely with airlines and handling agents. The service includes covering assistance with set down points or pick up points to check-in; registration at check-in and with security processes; support with boarding, disembarking and with missed or delayed flights.

The service is underpinned by bespoke technology that enables passengers to register once and then receive a personalised service each time they fly in or out of Edinburgh Airport based on their previous preferences and requirements – where possible with the same team member. This has also proven to reduce the number of passengers who do not book assistance in advance ensuring a better service for all.

A team of over 130 colleagues will transfer to OCS under TUPE and immediately undertake a rigorous, bespoke training programme that has been developed at Glasgow Airport, Southampton Airport and Bristol Airport where the company delivers a similar service. They will also benefit from broader career development and job opportunities, in line with the company’s values of giving colleagues the tools to enable them to thrive and be the best they can be.

“The number of PRMs travelling is growing steadily so understanding the requirements and potential issues is of increasing importance to both airlines and airports alike. Our team members are often the first and last touchpoints at the airport and we ensure that they are knowledgeable, empathetic, and engaging, with a clear objective to deliver the best possible customer service.”

Richard Marshall

Managing Director, OCS

“We are proud of our Very Good rating for our PRM and Special Assistance provision and we want to ensure that we provide a service that grants everyone the same access and experience no matter the circumstances. OCS’s experience within the aviation industry will allow us to maintain that high standard and work together to make improvements where we can.”

Ross Gilpin

Contract & Operational Manager at Edinburgh Airport

Evolving training practices to provide the best experience for our customers

Posted on by emmacook

Using innovative training to improve customer experience

Delivering an enjoyable experience is critical to the success of a destination venue, so OCS has created bespoke customer service training for our colleagues to add value to the services we provide.

Our new EVOLVE Guest Services Certificate Programme covers topics ranging from engaging with customers to overcoming difficult situations. Created internally by our Learning & Development team, the course was designed specifically with our shopping centre, leisure destination and airport customers in mind and is accredited by Corndel Business School.

David Wheeler, Head of Learning and Development, says: “The EVOLVE Guest Services Certificate Programme demonstrates our continued investment in our people and our ability to capitalise on the expertise we have in the business.”

The programme was piloted with a ‘train the trainer’ course and is now being rolled out across the business, delivered by operational colleagues to team members on site.

Sean Williams, Corndel’s Chief Executive, adds: “We believe the programme will make a positive difference to participants and the customers they serve.”