At first glance, Twitter can seem confusing and, initially, lots of people just don’t ‘get it’, but once you do it’s a great communication medium, use it for listening, following breaking news, or even better, communicating with others and getting instant feedback.

A lot of companies are seeking to integrate social media into their communications with customers, and yesterday London Gatwick Airport announced it is actively inviting passengers to give them feedback on Twitter by placing physical prompts around the airport.

As part of a pilot programme, information screens will, from this week, carry messages, suggesting how comments can be fed back to the airport via the micro-blogging platform.

This is the first stage of a programme that integrates the airport’s social media and customer service operations, and which will ultimately see Twitter being used as a feedback tool round the clock.

The monitors, which are located in the check-in areas, will periodically display the following message – ’Are you on Twitter? Get in touch with us @gatwick_airport and let us know about your experience at Gatwick today’.

Gatwick recently announced the launch of its new brand identity and its £1 billion investment programme which is set to deliver new, modern facilities at every step of the passenger journey through Gatwick. According to the head of airport communications, Samantha Holgate, “A large part of our rebranding and investment programme involves us providing our passengers with a more human and personal experience than what they might expect from an airport that sees 33 million passengers flying out to over 200 destinations every year.

“As a result, we are using online social tools as a way of talking and responding to customers as they pass through our doors.

“We do already respond to comments via our Twitter feed, however this now takes it one step further by actually integrating social media into the physical space of the airport. We’re running this as an initial pilot to gauge interest and to allow us to make the necessary changes to our customer service response and information programme.

“Over the next few months, we aim to use social media as 24 hour response tool, so for instance no matter what time of the day or night, if a passenger is at check in and has a comment to make, we will be able to capture that comment and where appropriate action it there and then”.

The original inter-terminal shuttle at Gatwick was installed more than 20 years ago and was removed from service in September last year having completed more than two and half million miles.

At a cost of £43 million, the project included the installation of a completely new shuttle system, new shuttle cars, refurbishment of the rubber track and transformation of the terminal stations. The new shuttle will speed up the passengers’ journey, taking just under three minutes to travel between terminals. Further benefits also include: extra seating; live journey information; greater security with monitored onboard CCTV cameras and full access for passengers with reduced mobility.

Gatwick’s Director of Capital Projects, Ray Melee confirmed its £1 billion investment programme is a top priority for Gatwick.

“Delivering this significant project two months early, is a reflection of how well the Gatwick team and our construction partners worked together to make sure our passengers can enjoy a great experience at the airport this summer.

“Airports are complex environments to work in, the shuttle had to meet the challenges of maintaining the highest level of safety at all times, while also minimising disruption to our passengers journeys through Gatwick – I’m proud of what we have achieved,” added Ray.

Costain Infrastructure Managing Director, Darren James said, “Costain is delighted to be handing over the inter-terminal shuttle and station as part of its North Terminal Interchange project.

“This is a complex project, that involved us working without impacting on a fully operational airport and included the erection of 900 tonnes of structural steel and 5,000m2 of an inflatable roof. In addition ten lifts, two escalators and two 75 metre inclined conveyors.” added Darren.

Stewart Wingate, CEO of Gatwick Airport, said: “This is an important milestone as we compete to make Gatwick, London’s airport of choice for passengers and airlines. It is a testament to the hard work and skill of the teams involved that the new inter-terminal shuttle will be up and running for passengers, two months ahead of schedule and in time for the busy summer period ahead.

“It’s by investing in new facilities that Gatwick will go from strength to strength.”

It’s now six months since Global Infrastructure Partners completed its purchase of Gatwick from BAA, and the billion pound investment is set to see Gatwick go head to head with its former owner to become London’s ‘airport of choice’ for passengers and airlines.

The £1 billion development plan will be rolled out over the next two years, delivering new, modern facilities at every step of the journey through Gatwick including the South Terminal departure lounge, entrance forecourts, immigration hall, baggage systems and the North Terminal Interchange.

Speaking about the announcement Stewart Wingate, CEO of Gatwick Airport, said: “Today is an important milestone as we compete to make Gatwick, London’s airport of choice for passengers and airlines. Gatwick has long been recognised as London’s favourite airport, a more friendly and enjoyable place to travel. It’s by building on these qualities and investing in new facilities that Gatwick will go from strength to strength.”

Although 1.87 million passengers passed through the airport in January, passenger numbers were severely affected by the adverse weather conditions.

Passenger numbers fell by 5.4% in January when compared with the same period last year. Traffic figures for the 12 months to the end of January 2010 were down 4.9% on the previous 12 months.

The airport handled a total of 2,120,800 passengers in December compared with 2,089,900 – a 1.5% increase on December 2008.

Although passenger numbers increased during the last quarter of 2009, overall, the airport saw a reduction in terminal passengers of 5.3% in 2009 compared with 2008.

North Atlantic traffic experienced the largest drop in numbers – down 35.4% on the previous year – while European charter passengers fell by 18.9%. European scheduled traffic saw an increase of 5.6% in passenger numbers.

Stewart Wingate, London Gatwick Airport’s Chief Executive Officer said: “I am pleased to end the year with a third consecutive month of growth in passenger numbers which demonstrates that Gatwick Airport is recovering well from the economic downturn. While overall annual passenger numbers were lower than in 2008, the newly independent Gatwick Airport will compete strongly to become the airport of choice for airlines and passengers in 2010 and beyond.”

In a meeting with the Gatwick Area Conservation Campaign (GACC), Gatwick chairman Sir David Rowlands said: “The simple fact is that we at Gatwick have not a shred of interest in a second runway.

“It’s not Government policy and it’s not in our policy. Even if the Government started to look more favourably at the prospect, we would have to think very hard about spending £100 to £200 million on a planning application with an uncertain decision.

“We would have to look even more carefully at the economic value of a multibillion-pound project – would there be a commercial return?”

The NPS, the world’s fifth largest pension fund, is to take a 12 percent stake of the UK’s second largest airport.

The new owners are promising a new era of competition between the London Airports, more efficient operations, and a better passenger experience – as a regular traveller through Gatwick, I can’t wait!

Sir David Rowlands, the newly-appointed Chairman of Gatwick’s Board, said: “Gatwick is now a major independent airport company and from today, for the first time ever, it is competing directly with Heathrow, Stansted and Luton, as well as with our other airport, London City, in a competitive London airports market.

“Gatwick will be competing vigorously against all London airports for point-to-point, short-haul and long-haul routes and passengers.

“Our plan is to gain a competitive edge by modernising Gatwick, providing more efficient operations for airlines and a better experience for passengers and to do this as cost effectively as possible.

“We intend Gatwick to become the airport of choice for airlines and passengers in our target market.”

The scanners, which were officially launched on Monday by Home secretary Alan Johnson, scan passengers’ faces and compares the image with photos in the passengers’ passports. Only passengers with the new biometric passports can use the scanners.

The scanners are currently being used at Birmingham, Manchester, Stansted, Cardiff and Bristol airports.