Bristol International Airport

Bristol International Airport has been the UK’s fastest growing airport over the past five years and the UK’s 5th largest airport outside London, flying to 77 scheduled destinations
across 20 countries.

5.8 million passengers currently pass through Bristol International. In addition, over £50m has been spent on improving the passenger experience during the past five years, following a major investment in a new passenger terminal in 2000.

Bristol International’s speedy growth, with 31 new scheduled destinations announced or launched in 2007, has prompted a further review of the Airport’s language and culture strategy and how this might be improved to ensure the best possible passenger experience. During 2007, RLN SW were contacted by Bristol International to co-host a business event in November, focusing on Doing Business in Poland and Working with Polish People, to celebrate the launch of seven routes to that country by airlines easyJet and Ryanair. The collaboration between RLN SW and Bristol International made this a very successful event, which was well attended by businesses in the South West and received very good feedback.

As a result of the Doing Business in Poland event, Jacqui Mills, Bristol International’s Customer Experience Manager, contacted RLN SW to discuss a language and cultural strategy that would reflect the Airport’s status as the UK’s fastest growing international airport. The advice and recommendations given by RLN SW focused on Bristol International’s customer experience for both inbound and outbound travellers, as well as language and cultural development among its 227 directly employed staff, of whom 87% operate on a shift basis.
Bristol International is keen to progress with RLN SW’s recommendations, which focus on:-

• Staff Language Skills and Language Training
• Website and literature translation
• Cultural training for staff
• Using University Student Interpreters for peak periods of the year

Action taken to date includes:
• Bristol International is progressing with the translation of its website
• RLN SW have signposted Bristol International to a language training company which offers bespoke packages to specialist organisations such as airports

Visit the Bristol International Aiport website at www.bristolairport.co.uk.

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