Liverpool John Lennon Airport (LJLA) is on a mission to become the North West’s faster, easier and friendlier airport and for the last four years, Avela’s Facilities Management have helped the airport make a global first impression.
Avela’s partnership with LJLA began in 2014, when the company won the tender to look after the open spaces on the approach to the airport, its car parks and other open areas. Avela’s team maintains the grass and prunes the trees in an extensive area that welcomes LJLA’s 5 million passengers per year.
We spoke to Lisa Crosby, Contracts Coordinator at LJLA, who manages the Avela facilities management contract.
“The airport has been making positive steps to improve services to our passengers and make the airport more appealing,” said Lisa.
“The landscaping adds to the overall aesthetics of the airport; passenger perception is important and first impressions count.”
“Avela’s operatives do such a good job with our landscaping – you just know when they’ve been on site and the amount of praise their work gets is spectacular”, Lisa added.
A job well done is only part of the Avela experience – building a great relationship is also vital to the long-term relationship between Avela and LJLA.
Tommy Nolan manages Avela’s facilities management team and is Lisa’s point of contact.
“Tommy is very approachable, easy to get hold of, prompt in delivering work requests and takes personal responsibility. He makes my job a whole lot easier in managing the contractor relationship.”
Avela prides itself on a tailor-made service that can respond and adapt to customer needs, something that has made Lisa’s role as contract coordinator easy.
“Requests for work outside of contract have always been accommodated,” said Lisa. “Avela have added value to their landscaping services, going the extra mile to really make a difference.”
Avela’s team put that extra effort into the airport’s memorial garden, repainting benches and putting the finishing touches to flower beds, making it a fitting place to remember.
And feeling valued as a customer is a big factor in Avela’s contract growing beyond front-of-house landscaping and into airside operations, work that goes beyond aesthetics and helps the airport function.
Feeling valued as a customer is a big factor in Avela’s contract growing beyond front-of-house landscaping and into airside operations, with Avela’s facilities management team undertaking airside obstruction removal.
A relationship built on trust and reliability sees LJLA and Avela looking to the future, helping the airport deliver a first class experience for passengers.
Lisa put it very simply. “Avela is our preferred supplier. We really do feel like we’re an important customer.”