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London Southend Airport

Over £120 million has been invested in London Southend Airport by owner Stobart Group since 2008. New facilities include a station adjacent to the terminal on the London Liverpool Street line, an Air Traffic Control Tower, radar, terminal building, runway extension and a 4-star Holiday Inn. London Southend Airport currently has departures each week to 18 European destinations, with three more by February 2016. The airport handles some 1million passengers per annum and plans to at least double this level in the coming years. The airport has huge focus on customer service and ensuring customers receive the best possible service throughout the airport. We do our utmost to understand that all customers are individuals and therefore require different levels of support when transiting through the airport terminal. We have won Which? Best airport in Britain 3 years running, which proves Customer Service is a vital part of our operation.

15 October 2015
East of England
Transport Sector
Local Alliances:
Southend, Castle Point and Rochford District Dementia Action Alliance

1. Action Plan

1. The National Dementia Declaration lists seven outcomes that the DAA are seeking to achieve for people with dementia and their carers. How would you describe your organisation’s role in delivering better outcomes for people with dementia and their carers?

As an airport the main way we can support our customers who have dementia and their carers, is to make their transit through the airport as simple and stress free as possible. In order to achieve this there is a 3 steps approach.

1. The airport staff to have an understanding of dementia and how it can affect people.

2. To be able to identify people/carers with dementia

3.To know as an airport how we can support them as much as possible when using our facilities.

2. What are the challenges to delivering these outcomes from the perspective of your organisation?

As an airport the following challenges we foresee are:

  1. Ensuring we have a uniform approach to delivering the service required across the  different areas of the airport – From Check-in, security, retail units etc
  2. Ensuring we have a uniform approach to delivering the service required during our operational peak times as well as our quieter times at the airport.
  3. Ensuring we can train as many customer facing staff as possible, without impacting the operation or having high overtime costs.
  4. As Stobart Group have recently invested millions of GBP into the airport, we are now looking at keeping costs to a minimum, therefore any initiatives  that need considerable investment maybe delayed/declined.

Member website


2. Actions

  • Educating and training customer facing staff.

    Ensuring the airports trainers, are trained to deliver Dementia awareness training to all front of house staff.

    Priority will be Check-in/Boarding Agents and security agents. After this will roll it out to retail, rail, cleaners and possible third parties that are customer facing.

    Implementation, Planning

    2015 - Fourth Quarter Update

    New member

  • Airport signage / way finding

    Walk around the airport with a member of the DAA, who can advise us on how we can improve our signage.

    Once all the recommendations have be made, look at what we can change.

    This action depends a lot on costs/branding and the scale of the recommendation. But we will do our utmost to put as many recommendations in place as possible.


    2015 - Fourth Quarter Update

    New member

  • Offer people with non-physical illnesses such as dementia a means to identify themselves if they wish

    At present if someone is travelling with Dementia, they can request assistance, which means we would have someone escort them through the airport. If however they prefer to be more independent or if they have a carer with them is it likely they will not request this service. We therefore want to bring in a way for  these customer to identify themselves discretely should they choose to; (maybe a coloured wrist band) so that all staff understand that these customers will need extra time/assistance and explanations during the airport process.

    Initial Scoping

    2015 - Fourth Quarter Update

    New member