Heathrow Airport: Understanding every aspect of the passenger journey

This article looks at how Heathrow Airport, London's main and the UK's largest airport, transformed its service by taking a holistic view of the passenger journey.

Heathrow Airport: Understanding every aspect of the passenger journey

Heathrow Airport

Aiming for the best airport service in the world

Heathrow is a major world hub airport. We serve 75 million passengers a year, support 80 airlines and connect the UK to 186 global destinations.

In 2014 we became Europe's best rated hub airport. Now we're going further. Our vision is to give passengers the best airport service in the world by making every journey better. To achieve this we have to understand our passengers intimately – what they want, how they think and how they act. And we have...

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