Life at MAN - Louise Hughes, Head of Customer Communications
At Manchester Airport, delivering a smooth and informed journey for our passengers is at the heart of everything we do – and that experience starts long before travellers arrive at the terminal. From travel advice and disruption updates to terminal information and customer feedback, clear and timely communication plays a vital role in how passengers engage with our airports.
Behind the scenes, it’s Louise Hughes, Head of Customer Communications, who leads the team ensuring our customers stay informed and confident at every stage of their journey. From shaping communication strategies to responding to unexpected events, Louise works across all three of Manchester Airports Group’s airports (Manchester, London Stansted and East Midlands) to keep passengers in the know.
In this edition of our Life at MAN series, Louise shares what her role involves, the highlights of leading customer comms in a fast-paced aviation environment, and how her team helps MAG deliver a better experience for millions of passengers every year.
How long have you been working at Manchester Airport?
I began my journey here as an apprentice more years ago than I care to share, had a couple of years out of the industry, and then came back and have been here now for 18 years.
What does your job involve on a typical day?
It’s hard to describe a typical day because my role is so varied. I try to plan my week ahead, but no two days are ever the same. One moment I’m helping put together plans on how we communicate changes to our facilities or passenger journeys, and the next I’m jumping in to support the team with day-to-day queries.
I usually start around 7:30am by checking messages that might have come in overnight. Since the airports never sleep, it’s important to stay on top of anything urgent and make sure the team, who start from 6am, have what they need. After that, I check my diary, prepare for meetings, and do my commute once the roads quieten down a bit.
Some days I’m planning summer travel messaging, other days I’m dealing with incidents. That’s what I love most, no two days are the same. I really enjoy working with my team, who are like the virtual front line of the airport. They need to be across everything from new products to changes in the customer journey so keeping them informed is a big part of what I do.
What skills and training are needed for the role?
In this role, it’s really important to understand our customers and the different needs they have. It’s not just about delivering a service, it’s about knowing who they are, what matters to them, and how we can support them throughout their journey. We support a wide mix of passengers, from tech-savvy younger travellers to older customers who might need a bit more guidance. Being able to spot those differences and adapt is key. The kind of help one person needs can be completely different from someone else. It’s less about formal training and more about having the right skills, relationships, and a solid understanding of how airports work, so you can solve problems and communicate clearly
What is the most memorable thing you’ve worked on in your time at the airport?
My most memorable project has to be phase one of the Manchester Airport Transformation Programme. At the time, I was working as the Customer Communications Manager, so I was involved from the very first spade in the ground right through to what it’s become today, which is pretty incredible. During that time, I also had the privilege of seeing the A380 arrive and depart from Manchester Airport for the first time. I’ll never forget standing on the roof of Olympic House with colleagues, watching it come in. It was a real ‘wow’ moment.
What should passengers do if they have feedback to share with us?
We welcome all feedback from our passengers. If you have a comment, suggestion, or enquiry, there are several convenient ways to get in touch with us. You can reach out via our social media channels, where our team is available to respond quickly. We also have a dedicated feedback team, as well as phone and live chat lines, to ensure you can contact us in the way that suits you best.
What do you enjoy the most about working at the airport?
There’s so much to love about working at the airport. No two days are ever the same, and even driving under the arches each morning brings a real sense of excitement, whether it’s seeing families heading off on their holidays or just the general buzz in the terminals.
I genuinely love the environment, and I love telling people what I do. Looking after customer communications across three UK airports is a pretty amazing job. There’s a real feel-good factor and loads of job satisfaction. Honestly, I don’t think there’s a role better suited to me.
What one piece of advice would you give to someone considering a career at the airport?
I think the key is being passionate about what you do. You’ve got to enjoy being around people and thrive in a customer-facing role. If someone’s thinking about a career at the airport, I’d say go for it, try different things, get your foot in the door, and see where it takes you. There are so many paths here: you could become a paramedic, a firefighter, join the media team, or even end up running the airport! It’s a place full of opportunities. We’ve got apprentices, lawyers, accountants, you name it. People really do progress into all sorts of roles, so if you’re driven, there’s loads of room to grow.
What do you like to do when you're not at work?
I love Pilates, swimming and spending time with friends and family. I also don’t mind the occasional glass of Rosé.
Which destination that we fly to from Manchester do you most want to visit?
That’s a tricky one, with over 200 destinations to choose from, it’s hard to know where to start! I’ve already ticked off the classics like Greece, Spain, Italy, France, New York, and Dubai. So maybe it’s time to get a bit creative. I’m thinking of starting alphabetically and working my way through the list, which means ‘A’ destinations are up first. Maybe Albania and I have heard it’s extremely beautiful.
What is the most unusual or interesting complaint or question you have received?
Our team has had some pretty memorable enquiries over the years. Some would definitely make you blush, while others have involved snakes—or questions like, 'Can I take a microwave or food processor through security?' or 'How do I get an engagement ring through without spoiling the surprise?'
We even created some social content to remind people not to leave random items in the terminal, after seeing everything from bicycles and steering wheels to an impressive number of golf clubs left behind.
What do you do to keep your team motivated during busy travel seasons like summer holidays or Christmas.
For me, it’s all about supporting each other. We make a real effort to share what’s going on whether it’s a good day or a tough one, and that openness helps keep us sane. Across all three airports, we’ve built a strong sense of team spirit through regular catch-ups, chatting on Teams. Creating a positive atmosphere makes a big difference, it means we lift each other up and look out for one another.