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!