Over 84% of passengers –that’s 15.3 million passengers, or 640,000 more than in the previous year– rated their experience at the airport as “excellent” or “very good” according to the Airport Service Quality survey on passenger satisfaction carried out quarterly by the Airports Council International (ACI).
These figures are partly the result of the many initiatives to improve passenger service implemented at the airport throughout the year: new children’s play areas, a new lounge for personalised shopping in Terminal 5, a larger number of Passenger Ambassadors to assist and guide passengers at the airport, and new shops and restaurants in the terminals.
While Terminal 2 continues to offer the highest levels of service, the new “Garden Gate” vertical garden in Terminal 3 has earned the terminal a record rating of 4.14 (out of 5). Terminals 5 and 4 have also achieved their highest ratings to date, reaching 4.16 and 4.18 respectively.
According to Normand Boivin, Chief Operating Officer at Heathrow, these ratings have been achieved, amongst others, for:
“improvement in passenger mobility, which has reduced time spent at the airport’s immigration areas, and offering passengers a personalised service”.