This blanket blame of Pax for the problems at MAN is lazy and points to a culture of failure to take responsibility for customer experience within management at MAG.
My last experience on arrivals at T3 3 days ago
1. Back steps of Plane not used. Pax fault?
2. X2 E-gates unserviceable. Pax fault?
3. 55 minute wait for luggage. Pax fault?
4. Long term unserviceable door. Air-landslide. Pax fault?
5. Shambles of arrangements for Pax pick up outside terminal. Pax fault?
I’d accept that some pax aren’t prepared adequately for security outbound. Possibly/probably those that travel rarely through MAN. After all security requirements vary dramatically from one airport to another, and even at the same airport from day to day. Perhaps what that highlights is poor signage and information delivery to the infrequent traveller.
Some advice from a customer to minimise delays at security.
1. Fully staff outbound security.
2.Ensure the security hardware works.
3. Train your staff adequately.
4. ‘Eyes and Teeth’. My shorthand for, Make eye contact with the traveler and smile at them.
5. Use all the security lanes at busy times.
6. ‘Secret shop’ the system with inexperienced travelers.