Strategy | Branding | Communications

Repositioning and redesigning Gatwick’s internal communications that led to a reduction in queuing by 70% and 95% of customers clearing security within 5 minutes or less.

Challenge

The first airport to break away from BAA, Gatwick required culture and values to improve commercial success and customer experience.

Approach

We created a visual identity for their internal communications. The development of an illustrated, icon led customer journey made sure all employees understood the process, with the support of a new brand toolkit, staff handouts and annual report.

The new internal branding repositioned Gatwick, reducing complaints by 70% and led to 95% of customers clearing security in under 5 minutes.