Manchester Airport Group

A world class continuous improvement training programme for MAG



Manchester Airport Group (MAG) is a leading UK airport group that owns and operates Manchester, London Stansted and East Midlands airports. Across these, they process 62 million passengers per year, flying to 270 destinations, via 70 airlines. The group were looking to improve the way they work to reduce costs, balance capacity levels, upskill and empower staff and improve the customer journey.

The Definition Approach


We began by designing and delivering a pilot upskilling programme for 12 members of staff at East Midlands Airport aimed at resolving pain points (highlighted by Senior Management and captured during a walk-through) in the Central Security Area. Following this successful pilot, 8 further programmes were delivered across MAG’s 3 airports – a total of 95 members of staff from different areas of the business including Central Security, Asset Maintenance, Landside Operations, Car Parks and Customer Services delivering a total of 45 improvement projects, realising benefits for the business and improvements in the passenger and staff experiences.


East Midlands Airport

  • Increased tray throughputs in Central Security by over 30% resulting in a better customer experience and an enhanced revenue opportunity.
  • Reduced number of staff pay queries by almost 90% resulting in a better employee experience and improved inter-departmental relationships.

Manchester Airport

  • A 1% reduction in bag reject rates in Central Security resulting in improved customer and employee experiences
  • Improved engagement with Landside Operations Trolleys team
  • Improved passenger experience during Terminal 1 transitions between Central Security Areas A & B

London Stansted Airport

  • Reduced lost property (one of the Top 5 customer complaints) in Central Security by 50%
  • Aligning to the MAG “green vision”, reduced energy consumption of Terminal lighting by over 80%, giving passengers a better experience through the airport as well as reducing maintenance time for engineering staff
  • Increased the passengers’ visibility of Customer Services team across the Terminal by around 10%
  • Saved around £10k per annum in management of dirty vehicles in Meet & Greet
  • Reduced the number of car park issue calls by over 90% giving time back to call centre staff and improving passenger experience

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