Airport Services Editing and Proofreading Services

Airports are read by people under time pressure who do not know where they are. The passenger who needs information most is the one least able to find it: first-time flyer, no English, travelling with children, disabled, elderly, or simply late. Everything else in an airport is engineered to a standard; the writing is frequently produced by whichever department owns the process, in language borrowed from aviation, and posted where somebody had space.

We edit what airports and their service providers produce — wayfinding and directional signage copy, security process information and prohibited items guidance, special assistance information and booking processes, accessibility and mobility service documentation, check-in, bag drop and boarding instructions, immigration and customs information for arrivals, disruption and delay communications, transfer and connection guidance, car parking, drop-off and transport information, retail and lounge information, staff scripts for assistance and enquiries, complaint and feedback processes, and multilingual and accessible format versions. Our editors write for a passenger who is lost and running late.

Special assistance information is where airports most often fail the passengers with least margin. A disabled passenger planning a journey needs to know things a general accessibility statement never covers: how far in advance to book assistance and whether the airline or the airport takes the request, where to present on arrival and what happens if that desk is unstaffed, whether their own wheelchair travels to the aircraft door or is taken at check-in, what happens to it, how long assistance typically waits after landing, and who to find when nobody comes. We write these so each of those is answered specifically, with the timings the airport actually achieves rather than its targets; so the passenger is told what to do when the process fails, because it does and the current answer is to stand and wait; so the information is written for the passenger rather than for the operational team, since a document describing the assistance provider's obligations is not the same as one telling a person what will happen to them; and so it is available in the formats and languages the passengers using it need.

Everything you send is treated in confidence, including operational procedures and passenger information. We are editors rather than aviation, accessibility or regulatory advisers, and we offer no view on security requirements, accessibility obligations or operational decisions. What we can do is make the information findable and usable by someone in a hurry who does not know the airport.