Case Study

Airport Experience

Seamless Airport Terminal Relocation & Service Transformation

TJM Aviation Consulting was engaged to lead redefine the customer experience for a multi-million-pound terminal relocation programme at one of the UK’s busiest airports. This high-impact project involved transitioning multiple airline operations to a newly reconfigured terminal - all while maintaining uninterrupted service for tens of thousands of daily travellers.

The Challenge

  • Relocating multiple airline operations within one of the UK’s busiest airports without disrupting daily service for tens of thousands of passengers.

  • Operating under tight timeframes and strict budget constraints.

  • Coordinating across a complex network of stakeholders, including major airlines, airport authorities, ground handlers, and customer service teams.

  • Ensuring full operational readiness and staff training ahead of the relocation.

  • Maintaining a high standard of customer experience during significant infrastructural and procedural changes.

  • Adapting quickly to real-time data, feedback, and unexpected operational variables.

  • Aligning differing service models and priorities across multiple airline brands and departments.

Our Role

We oversaw the planning and execution of this complex transformation. We partnered with a wide range of stakeholders including:

  • Airline operators (including IAG Group airlines, easyJet, and Virgin Atlantic)

  • Airport authorities

  • Ground handling companies

  • Customer support and crisis response teams

Our core mission: to protect and enhance the customer experience, streamline operational delivery, and prepare teams for successful adoption of new processes and infrastructure.

What We Delivered

1. Strategic Business Change Leadership

  • Directed cross-departmental teams to deliver a seamless terminal relocation under tight time and budget constraints.

  • Aligned multiple stakeholders through structured engagement and governance, ensuring consistent service goals and operational delivery standards.

  • Led the planning and execution of operational and service trials, using real-time customer journey maps to test and refine service flows.

2. Customer-Centric Service Design

  • Analysed customer feedback and data to identify service delivery gaps and define improvement strategies.

  • Secured budget approval for the development for a comprehensive suite of documentation - including customer announcements, FAQs, and crisis mitigation plans.

  • Delivered initiatives that led to an increased customer satisfaction.

3. Operational Readiness & Performance Monitoring

  • Facilitated targeted workshops, scenario simulations, and team training to prepare staff for significant operational shifts.

  • Conducted operational audits and implemented resource optimisation strategies that boosted frontline efficiency and responsiveness.

  • Delivered an improvement in readiness across affected departments and reduced boarding and check-in processing.

4. Insight-Driven Decision Support

  • Produced detailed reports and dashboards to support senior leadership in making data-led decisions.

  • Shared actionable insights across teams to maintain alignment, consistency, and performance focus throughout the relocation timeline.

Results

  • Zero disruptions to customer journeys during live-day terminal relocation.

  • Operational efficiency gains through process redesign and stakeholder coordination.

  • Delivered one of the most seamless transitions in the airport’s history, setting a new benchmark for service-led infrastructure projects in aviation.

Why It Matters

This project reflects our unique ability to drive large-scale change while putting the customer at the heart of every decision. Through strong leadership, data-backed planning, and hands-on coordination, we delivered a relocation programme that not only ran smoothly - it actively improved how services were delivered.

If you’re preparing for a terminal move, service transformation, or cross-organisation initiative, TJM Aviation Consulting brings the clarity, capability, and customer focus you need to succeed.