Heathrow Airports: Connected Passenger Experiences

Heathrow Airport in the UK used dynamic copy across email and digital display to personalise its communications with its customers and aid in a more pleasant airport experience.

Campaign background

Travelling through an airport can be a detached, and sometimes stressful time.

Heathrow Airports wanted to address this disconnect, by changing the way passengers relate to their journey and creating a personalised, relevant experience through CRM.

Strategy

When travelling through an airport, the usual experience feels like being processed through a web of security, lounges, shops and services. It can be difficult for passengers to move through, engage with and appreciate in a short period of time.

Behind the scenes lays a complex variation of technologies, partners and data that drive operations. Add the 208,000 daily visitors at...

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