Gatwick staff banned from calling passengers 'love' or 'darling' after only one complaint

Bosses said the terms are unprofessional despite being widely used as friendly way of talking to someone.

The ban was outlined in a memo by contractor Wilson James, which provides special assistance services to passengers.

It stated: “If you do not know the name of the person you are speaking with please refer to them as Sir or Madam.

“We are in a customer-facing environment and must remain professional at all times.”

But the censure has not gone down well with staff, who accused bosses of over-reacting.

One told The Sun: “How small-minded to write a memo like this. The words ‘love’ and ‘darling’ are not derogatory or unprofessional — they’re terms of endearment.

"You have to wonder about the customer who ­complained too.”

Wilson James defended its ban. A spokesman said: “Courteous language is important and we strive to provide regular briefings and reminders to staff of how professional customer engagement should be delivered.”

Gatwick officials would not confirm if they support the ban, but said: “We always strive to address each passenger in a professional and courteous manner.”


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