Making every journey better at Heathro Events/WAGA2011... · Nick Adderley, Marketing & Insight...
Transcript of Making every journey better at Heathro Events/WAGA2011... · Nick Adderley, Marketing & Insight...
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Nick Adderley, Marketing & Insight Director
Making every journey better at Heathrow
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What’s important – passenger focus
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What’s not – internal focus
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So what have we done?
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We developed Heathrow as a brand
Behave
TalkLook
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We started telling the Heathrow brand story
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We supported our retail business
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We created the Heathrow Journey Team
• Team of 70 Journey Ambassadors• 40+ languages• Focus on service & sales
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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
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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
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We’ve made lots of small changes
Improving the connection experience for Aer Lingus passengers by using coaching
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We added extra passenger services around the terminals
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• Assisting passenger wayfinding• Family security• Play areas• Events
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Overall Satisfaction ASQ Trend Q2 2006 – Q2 2011
Source: Heathrow Marketing & Insight Team / ASQ
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Source: Heathrow Marketing & Insight Team / ASQ
Overall Satisfaction ASQ Trend Q2 2006 – Q2 2011
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Source: Heathrow Marketing & Insight Team / ASQ
Overall Satisfaction ASQ Trend Q2 2006 – Q2 2011
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Source: Heathrow Marketing & Insight Team / ASQ
Overall Satisfaction ASQ Trend Q2 2006 – Q2 2011
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London 2012 Games – our biggest challenge yet!
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