The contract will see OmniServ build on the existing partnership and continue to work closely with LJLA in delivering continuous service improvement to passengers who require some assistance in getting around the airport.
In 2018, OmniServ assisted 52,604 passengers requiring support across 22,065 flights arriving and departing from LJLA.
OmniServ was first appointed to the PRM contract at LJLA in 2016. During the first years of the partnership, a significant achievement saw LJLA’s rating from the Civil Aviation Authority (CAA) improve from ‘good’ to ‘very good’ in 2018.
This was delivered through hard work, an unwavering commitment to exceptional customer service and collaboration between airport and service provider that ensures the passenger experience is central to everything they do.
As part of the contract extension, OmniServ will introduce new equipment and innovative technology to further enhance the overall passenger experience.
Marc Buckle, general manager for the north at OmniServ, who led the team behind the successful tender, said: “I am genuinely proud of my team’s track record and relentless efforts in delivering a great service.
"They have taken LJLA’s brand values of faster, easier, friendlier and incorporated their meaning into every aspect of our passenger assistance operation. We are delighted to continue our partnership and work together in making Liverpool a beacon of excellence in the north west.”