+impact is Serco’s advisory business. Serco is an international provider of critical government services.
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+impact is an advisory business with a difference, delivering aviation advisory services across passenger experience, operational transformation, resilience, digital transformation, and sustainability.
Our advice is shaped by real-world frontline operating experience drawn from Serco, a global leader in aviation operations and critical services. We work with airports, airlines, regulators, and infrastructure operators to solve complex operational challenges and deliver strategies that work in practice, not just on paper.
We specialise in bridging strategy and delivery, helping aviation organisations improve performance, enhance passenger experience, and build resilient, future-ready operations. From major international hubs to national infrastructure programmes, our teams bring deep sector expertise and proven delivery capability.
Airports are under increasing pressure to manage rising passenger demand, tighter regulations, and the need for sustainable growth. +impact supports aviation leaders with operational transformation programmes that improve efficiency, reliability, and performance across the entire airport ecosystem.
Our approach combines strategic advisory with real-world operational insight. We redesign processes, optimise passenger flow, and integrate digital tools to create smarter, more agile airport operations.
From airside efficiency and terminal management to performance optimisation and stakeholder alignment, we help clients deliver measurable and scalable improvements.
By aligning strategy with operational delivery, we ensure that transformation initiatives are not only well designed but also successfully implemented.
Passenger expectations continue to rise, with demand for seamless, personalised, and efficient journeys. +impact helps airports design and deliver end-to-end passenger experiences that balance operational performance with customer satisfaction.
Through experience design and behavioural insight, we map passenger journeys, optimise touchpoints, and align service delivery with airport brand and identity. Our work integrates physical and digital environments, ensuring consistency across every interaction.
A key example is our work with Dubai Airports, where we partnered to reimagine the end-to-end journey and elevate passenger experience at one of the world’s busiest international hubs. Today, these advisory solutions are delivered through Serco’s operational teams, supporting millions of passenger journeys each year.
Aviation operates in a highly dynamic environment where disruption can occur at any time. +impact supports airports and aviation stakeholders in building resilience across operations, systems, and people.
We develop resilience strategies, crisis management frameworks, and operational readiness programmes that ensure organisations can anticipate, respond to, and recover from disruption. Our services include risk assessment, business continuity planning, crisis simulations, and training.
By integrating resilience into daily operations, we help aviation organisations maintain safety, reliability, and confidence even under pressure.
Airports must manage complex infrastructure while balancing cost, performance, and sustainability. +impact delivers asset and facilities management advisory services that optimise lifecycle performance and reduce operational risk.
We combine engineering expertise, digital tools, and strategic insight to improve asset reliability, enhance maintenance planning, and support sustainable operations. Our approach includes digital asset intelligence, predictive maintenance, and operational readiness for new infrastructure.
In parallel, we support aviation clients in embedding sustainability into their operations, helping them progress towards net-zero goals while maintaining efficiency and service quality.
+impact is part of Serco, a global provider of aviation operations, air navigation services, facilities management, and passenger services. This means our advisory is grounded in decades of operational delivery experience across airports and transport networks.
We bring practical insights from managing frontline operations, delivering large-scale contracts, and supporting critical infrastructure across the Middle East, the UK, and globally. This unique combination of advisory and operational capability enables us to move beyond strategy and support implementation on the ground.
Our model is simple: +impact advises, Serco delivers. Together, we help aviation organisations turn strategy into measurable outcomes.
With over 38 years in aviation, Jacqui supports clients in designing smarter, more connected airport operations. A former BAA leader, she shapes industry strategy on growth, innovation, and passenger experience.
Contact Jacqui Johnson, +impact aviation partner, to find out how we can support you. Jacqui.Johnson@serco.com
From passenger experience to resilience, digital transformation, and sustainability, +impact helps aviation leaders solve the problems that matter most. Our expertise covers airports, airlines, regulators and manufacturers.
