Loganair announces service enhancements as part of continued customer focus

03 Nov 2023

The UK’s largest regional airline, Loganair, is introducing a series of service enhancements as it commences its winter schedule.

The changes are part of Loganair’s ongoing commitment to improvement and delivering the highest possible standards of customer care.

Among the key initiatives are:

• Check in times have been brought forward by 10 minutes to support on-time performance.
• Loganair’s check-in desk at Edinburgh Airport has been moved to a more visible and convenient location.
• The airline’s ATR42-600 next generation aircraft, which offer an increased seat capacity and quieter, more comfortable cabin environment for customers, have now fully replaced its former Saab 340 aircraft at Glasgow Airport.

With Loganair continuing to upgrade its fleet across the network, adopting larger and more efficient aircraft that carry an increased number of passengers, check-in times have been brought forward by 10 minutes to ensure flights are able to depart punctually.

This means customers will be required to check in at least 40 minutes prior to departure compared with the previous final check in time of 30 minutes. Bag drop will also close 40 minutes prior to departure. Customers can additionally use the airline’s online check in service up to four days in advance.

CEO Jonathan Hinkles said: “As we head into our winter schedule, we continue to make incremental changes to improve customer experience, including bringing forward our check in times. This will allow us to ensure all customers are cleared prior to departure as we offer larger aircraft that fly more passengers. 

“We’d also encourage our customers, especially those with hand-baggage only, to use our on-line check-in wherever possible.  Unlike many other airlines, our online check opens four days before departure, widening opportunity for customers to be able to use the capability in advance. 

“While these are small changes, they can make a big difference to satisfaction levels and experience.”

The improvements are part of a wider programme focused on customer experience and follow the introduction of customer feedback forms in July of this year. To date, more than 16,000 have been completed, providing valuable insight into experience at specific airports and points of journey. City of Derry Airport reports the highest customer satisfaction levels.

Loganair was recently found by the Civil Aviation Authority (CAA) to be among the global carriers with the most impressive levels of customer satisfaction. According to the CAA, Loganair ranks in the three airlines with the fewest complaints, with just 39 complaints per million customers. Of those complaints the CAA upheld only 15%, therefore agreeing with Loganair’s assessment on 85% of claims.

In another boost for the airline, Loganair is now the 2023 European Regional Aviation Association (ERA) Airline of the Year, after winning the prestigious accolade at a global gathering of airlines in Innsbruck, Austria, last month. Airline of the Year is the ERA’s top award.