Passenger experience

Responsible Heathrow 2020 - Passenger experience

Heathrow's vision is to be the UK's direct connection to the world and Europe's hub of choice by making every journey better.

Our passenger principles and services ensure that passenger interests are at the heart of everything we do.

Our ambition

Ensure that great passenger experience is at the heart of everything we do to make every journey better.


On track.

80% of passengers rate their overall experience with Heathrow as either "Excellent" or "Very Good" in the Airports Council International each year. The Airport Service Quality (ASQ score 3.9). The survey is the world's leading independent airport customer satisfaction benchmark programme


The proportion of passengers rating their overall departure as excellent or very good has increased steadily from 78% in 2014 to 82% in 2015


Goal complete.

At least 70% departing & arriving flights are punctual to within 15 mins of scheduled time annually


Over 70% of flights have remained punctual to within 15 minutes of scheduled time over the past 2 years, with 78.2% in 2014 and 78.0% in 2015


2014 Performance

Behind progress indicator.Behind progress
On track indicator. On track
Complete indicator.Complete