Nick Adderley, Marketing & Insight Director

Making every journey better at Heathrow

What’s important – passenger focus

What’s not – internal focus

So what have we done?

We developed Heathrow as a brand

Behave

TalkLook

We started telling the Heathrow brand story

We supported our retail business

We created the Heathrow Journey Team

• Team of 70 Journey Ambassadors• 40+ languages• Focus on service & sales

We launched the Heathrow Airport App

• Available on iPhone, Blackberry, and Android 500,000 downloads

• Provides our passengers with:• Flight information• To/From the airport travel planner• City guides• 5 day weather forecasts• Terminal maps• Long stay car parking booking facility

3.22

3.663.51

3.623.74

3.533.63 3.63 3.65 3.69

3.00

3.20

3.40

3.60

3.80

4.00

Y2007 Y2008 Y2009 Y2010 Y2011

ASQ Overall Satisfaction Trend 'Waiting Time at Security'

HEATHROW EU AVERAGE

We changed the security experience – with more to come

We’ve made lots of small changes

Improving the connection experience for Aer Lingus passengers by using coaching

We added extra passenger services around the terminals

12

• Assisting passenger wayfinding• Family security• Play areas• Events

Overall Satisfaction ASQ Trend Q2 2006 – Q2 2011

Source: Heathrow Marketing & Insight Team / ASQ

Source: Heathrow Marketing & Insight Team / ASQ

Overall Satisfaction ASQ Trend Q2 2006 – Q2 2011

Source: Heathrow Marketing & Insight Team / ASQ

Overall Satisfaction ASQ Trend Q2 2006 – Q2 2011

Source: Heathrow Marketing & Insight Team / ASQ

Overall Satisfaction ASQ Trend Q2 2006 – Q2 2011

London 2012 Games – our biggest challenge yet!