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London Heathrow partners with Quintessentially to review retail experience

London Heathrow Airport has partnered with luxury lifestyle group and concierge service Quintessentially to launch an in-depth review of its retail service offering.

Heathrow has previously been named the ‘Best Airport for Shopping’ at Skytrax’s World Airport Awards for six years running, however, the airport is aiming to take this legacy further with an extensive review of its retail service offering. This will hopefully lead to a transformation in the airport retail experience.

Quintessentially will be given full access to Heathrow’s retail operation over the next three months in order to survey the airport’s current offering. It will also consult with passengers, commercial partners and staff about potential improvements. Quintessentially will review the airport’s full proposition including shops, restaurants and services such as personal shopping, Shop & Collect, and Reserve & Collect.

Following its review, Quintessentially will provide Heathrow with a full, independent analysis complete with recommendations. The report will be designed to complement Heathrow’s own expertise in travel retail, helping the airport set a new benchmark for service standards.

Jonathan Coen, retail director at Heathrow, said, “Over the past 30 years, Heathrow has been at the forefront of travel retail on a global scale. We are delighted that we have been consistently recognized by our customers, but we cannot be complacent. This initiative is about building on our strengths, listening to our passengers and surrounding ourselves with experts in service.”

Fiona Noble, managing director at Quintessentially, said, “Service is such an intangible concept, but so powerful when you get it right, inspiring loyalty, passion and advocacy. We are proud to be working with Heathrow on this innovative brief and look forward to working together to build some recommendations that will enable them to continue their leadership in delivering surprising and innovative service propositions that set the standard both in the industry and beyond.”

October 20, 2015


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