Ontario Airports Investments





19 February 2020 TUI – The world’s leading holiday company and the UK’s largest holiday provider has today launched flights back to Sharm El Sheikh in Egypt from Birmingham Airport. The Boeing 737-800 took off this morning with excited passengers and crew on board.

The flight marks the return of TUI holidays to Sharm El Sheikh, with thousands of customers heading to the Egyptian favourite this summer – planted on the bottom of the Shai Peninsula to enjoy its 35km of coastline, year-round dry climate and warm waters of the Red Sea.

Eleven resorts including TUI Magic Life Sharm El Sheikh and Reef Oasis Blue Bay along the beautiful Red Sea coast are on sale, with more hotel announcements in the pipeline.

The destination is perfect for both couple and families looking to lap up the local culture, whilst taking in picture-perfect views.  The resort is also widely popular with those seeking water sport activities such as scuba diving and snorkelling in the famous coral reefs.

Mark Hall, Director of Product and Destination Experience TUI UK & Ireland said:

“At TUI, we’re committed to offering our customers an outstanding choice of holidays across the globe and we’re delighted to welcome holidaymakers back to Sharm El Sheik. From its dune filled deserts and mountain ranges, to the paddle-friendly waters and all-round great value – it’s a strong favourite with both families and couples looking to get more from their summer break.

Tom Screen, Aviation Director at Birmingham Airport said:

“Having the Sharm El Sheikh service resumed with TUI UK today is great news for Midlands travellers. TUI recognised the demand for this popular Egyptian destination, giving customers a great choice for both winter and summer.”

The return to Sharm El Sheikh gives customers even more choice of high-quality winter sun and summer breaks.


Picture caption: TUI UK Cabin Crew, Middle of Picture- Tom Screen Aviation Director at Birmingham Airport.

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Birmingham Airport has invested over £100k in a bespoke customer feedback system available in 80 different locations across the airport site.

The system, dubbed the ‘Voice of the Customer’, has been created for Birmingham Airport by Realtimeknowledge.com, a company which specialises in operational reporting, to improve and advance the airport’s customer feedback process. Through the Voice of the Customer system, in-depth feedback is processed in real-time, and is sent directly to the Customer Experience team who are able to process any passenger comments or concerns immediately.

Feedback can be submitted through three different mediums, including; 59 instant feedback touch screens, 10 QR codes which can be scanned with a mobile or tablet device, or written feedback which can be posted in any of the 10 designated post boxes. The written feedback is manually entered into a customer feedback system, enabling the customer experience team to detect any trends, or areas in need of immediate improvement.

Focusing on key passenger touchpoints, all three types of feedback are strategically located in areas such as check-in desks, security, departure gates, washrooms, lounges as well as on-site car parks.

In January, the airport received 47,000 pieces of feedback in comparison to around 250 per quarter with the previous customer feedback method of standalone traditional written surveys.

Stuart Haseley-Nejrup, Head of Customer Experience at Birmingham Airport said: “Over the past year or so, we’ve been focused more than ever on making improvements to the passenger journey. Ensuring our passengers have the best experience possible is a priority for us – we want passengers to remember Birmingham Airport for all of the right reasons. The Voice of the Customer system will help us to do just this, allowing us to delve much deeper into feedback, quicker than ever before.

“The uplift in feedback since implementing the system has given us invaluable information to create great experiences for our customers, as well as highlighting any friction points across the customer journey for us to make improvements to. What’s more, with the Voice of the Customer system being live, our Customer Experience team can react in the moment to offer service recovery if a certain area of the terminal falls below satisfaction levels set – something we haven’t been able to do until now.

“The data gathered from all 80 of the systems is currently being analysed to build a mid to long-term customer strategy, with the aim of creating a frictionless customer journey, which is easy and accessible for all.”


In addition to the Voice of the Customer system, the airport continuously works on improving its customer service through increased social media cover, a Customer Relations Management system which filters all customer feedback to ensure it is dealt with by the relevant team, as well as new and improved passenger facilities, including; a new prayer room, improved lifts across the terminal, new washrooms along with new family changing areas.

Improvements have resulted in Birmingham Airport receiving a score of 90% through the Civil Aviation Authority’s departing passenger survey, as well as a series of awards including Best UK Airport for airports above 10 million passengers per year by the Airport Operators Association, as well as Best UK Airport above 10 million passengers per year by the British Travel Awards.

For more information on Birmingham Airport, please visit: www.birminghamairport.co.uk or for more information on the customer feedback development platform built in partnership with Birmingham Airport please visit: www.realtimeknowledge.com

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Birmingham Airport handled almost 12.7 million passengers in 2019, an increase of 1.6% on the previous year.

In 2019, the airport served a total of 12,639,340 passengers, with the best performing months in comparison to the previous year including; January, with a total of 781,282 passengers (+4.76%), April, with a total of 1,002,951 passengers (+4.21%) and July, with a total of 1,352,392 passengers (+3.06%). The busiest month overall was August, when over 1.4 million passengers were recorded in the month.

Scheduled passengers accounted for 83% of the 2019 total, with the remaining 17% travelling on charter services.

The top three routes of the year were Dublin, Dubai and Amsterdam, with Dublin serving almost a million people over the 12 months.

Several additional routes were introduced throughout 2019, including; Marsa Alam in Egypt, Krakow in Poland, Burgas in Bulgaria, Bodrum in Turkey, Edinburgh and Glasgow in Scotland and Vienna in Austria.

Jet2.com and Jet2holidays increased capacity on its network to Antalya, Lanzarote, Fuerteventura, Gran Canaria and Tenerife and TUI added more capacity to Lanzarote, Hurghada, Gran Canaria and Tenerife.

Nick Barton, CEO at Birmingham Airport, said: “2019 saw our 80-year milestone, where we hosted celebrations with our local communities to mark the special birthday.

“On the whole, we saw monthly passenger growth in 2019. Despite the loss of Thomas Cook in the latter part of the year, we experienced a 1.6% passenger increase overall and we’ve been delighted to see airlines grow capacity from Birmingham.

“Looking forward to 2020, we’ve commenced work to extend our departure lounge by 45%, adding more space, seating, shops and restaurants. Opening in the early part of next year, it will provide a spacious and modern environment that helps cater for the forecast growth in passenger numbers, and is the biggest terminal investment we’ve made in ten years, costing £30m.

“We are also revising our existing carbon management plan and developing a roadmap, setting and prioritising carbon reduction objectives that will help meet our ambition to be a net-zero carbon airport by the year 2033.”

During the last month of the year in December, 814,042 passengers travelled through the airport, with 90% of passengers flying with scheduled carriers, and 10% flying with chartered carriers.

Routes which saw growth compared with December 2018 included: Verona, Italy (+47.29%), Sal Island, Cape Verde (+21.21%), Paphos, Cyrpus (+19.03%), and Cancun, Mexico (+8.53%).

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