ABOUT HEATHROW AIRPORT
Heathrow is Europe’s largest airport and one of the world’s top international aviation hubs. As the UK’s global gateway, Heathrow welcomes almost 80 million passengers every year. The airport is home to more than 80 airlines and is Britain’s largest cargo port, helping to drive British trade growth by connecting the nation to more than 200 destinations around the world. Heathrow is currently ranked by passengers as the ’Best Airport in Western Europe’ for the fourth year running and the ‘Best Airport for Shopping’ for 9 years in a row.
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THE CHALLENGE
Heathrow Airport is an enormous ecosystem with a myriad of complex operations that must ensure that all
passengers traveling to, from and through the airport have a reliable and memorable journey. The challenge
is exacerbated by the fact that the world’s second busiest international airport has only two runways. To track and ensure a solid performance across all service attributes in the passenger journey such as check-in, security, immigration & baggage reclaim wait times as well as helpfulness of staff and overall airport satisfaction to name a few, Heathrow’s Passenger Experience & Airport Insight team interviews more than 500,000 passengers per year.