Customer Support for the Civil Aviation Authority

The brief

In 2019, thousands of British passengers were left stranded aboard when a major airline went into administration. The Civil Aviation Authority (CAA) required support across UK airports to help assist with the crisis.

The Blackjack response

Blackjack were called upon to provide team members on an ongoing basis at airports across the UK including major hubs such as Gatwick, Manchester, Bristol and Birmingham. Their role was to set up and host information desks, advise passengers who have arrived to go on holiday only to find their flights have been cancelled and provide key messages to members of the public.

Our favourite moment

This was not an experience that provided a favourite moment, but Blackjack recognised the responsibility our teams had of providing assistance and acting as the point of coordination at such a difficult time for passengers.

The outcome

A positive and responsive operation that offered flexibility and agility in a turbulent time for UK airports.