Measuring the customer’s journey through London City Airport

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London City Airport (LCY) is the only London airport actually in London, handling 3.65 million passengers in 2014. Some 65% of those using LCY are travelling on business. It should take no more than 20 minutes to get from front door to departure lounge, and no more than 15 minutes from tarmac to train. We call it the 20:15 promise — and it is a promise that presents an obvious challenge: how can we know if we were delivering?

(Patrick Burrows, CFO, London City Airport – January 2015)

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