Heathrow breaks passenger satisfaction record

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The FINANCIAL — Heathrow has achieved its best ever quarterly “Airport service quality” passenger satisfaction scores, following a year of investments in improving services at the UK’s only hub airport.

More than 84% of total passengers, or 15.3 million, using the airport from October to December 2016 rated their Heathrow experience as excellent or very good in the survey.  This is an increase of 640,000 passengers compared to the same period last year.

The record scores follows the introduction of a number of additional passenger services across Heathrow: new Mr Adventure play areas for kids with Mr Men in all terminals, a new personal shopping lounge in Terminal 5, more passenger ambassadors in every terminal, and a number of exciting pop up shops and restaurants including Harry Potter in Terminal 5, according to Heathrow.

Terminal 2, home of Star Alliance airlines, continued to delivered an outstanding performance, with a score of 4.29. Terminal 3’s new eco-sanctuary “Garden Gate,” contributed to it reaching a record score of 4.14.  Terminal 5 had its best ever passenger satisfaction score performance at 4.16 and Terminal 4 achieved another record-breaking 4.18 ASQ score.  

Normand Boivin, Heathrow Chief Operating Officer said:

“We are delighted our hard work has been recognised by our most important critics, our passengers.  We are committed to delivering the world’s best airport service and this year we will build on this success by further improving transfer passengers’ experience,  reducing time at immigration  and delivering a more personalised service for all passengers in 2017. We will continue to find new ways to make them feel excited about coming to Heathrow as well as delivering a high standard of service for years to come.”

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2016 was also an incredible year of accolades for Heathrow. The airport was named the “Best Airport in Western Europe” for the second consecutive year at the Skytrax World Airport Awards. The award, voted for globally by passengers, came in addition to Terminal 5 being voted the world’s “Best Airport Terminal” and Heathrow “Best Airport for Shopping” for the fifth and seventh consecutive years respectively. Finally, Heathrow also achieved ACI Europe’s “Best Airport Award” for the third time.


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