This year's winner was Universal at London Stansted, which has been rated second for the last two years in EBAN's FBO survey, and also came first in 1997.\rEBAN spoke to Theresa Wooll, md at Universal, about the achievement: "We endeavour to maintain a friendly yet professional environment in which to serve our clients. All of the team have a genuine interest in providing the best level of service and are always prepared to go the 'extra mile'."\rUniversal rated top for customer service and operational capabilities, and second for professionalism and catering. Wooll cited staff training as an important factor: "Our staff are trained within their working environment. The training consists of theory and practical elements under the guidance of an experienced team member and the departmental head."\rRefurbishment and expansion of facilities is said to be underway at Stansted, with improvements to include a new passenger lounge, slated for completion in March.