Heathrow: Sustainability | Passenger experience

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.

Goal

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

Performance

The proportion of passengers rating their overall departure as excellent or very good has increased steadily over the past 2 years, from 73% in 2012 to 75% in 2013

Commitments

Goal complete.

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

Performance

Over 70% of flights have remained punctual to within 15 minutes of scheduled time over the past 2 years, with 77.9% in 2012 and 77.2% in 2013

Key

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

Sustainability awards

CR index 2015 and 2014, business in the community awards and 2013 Big Tick award

Here's how Business In The Community rated our performance in its annual CR Index.

  • 4 stars 2015
  • 4 stars 2014
  • Platinum Big Tick 2013
BiTC CR Index