Heathrow Airport achieves record ASQ scores

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London Heathrow Airport has achieved its highest ever Airport Service Quality (ASQ) score for the last quarter of 2016. The ASQ survey is an industry-wide benchmarking program issued to ascertain passenger satisfaction levels at airports around the globe.

More than 84% of total passengers, or 15.3 million, using the airport from October to December 2016 rated their Heathrow experience as excellent or very good in the survey, an increase of approximately 640,000 compared with the same period last year.

The record scores follows the introduction of a number of additional passenger services across Heathrow including the Mr Adventure play areas for kids with Mr Men in all terminals; a new personal shopping lounge in Terminal 5 (T5); more passenger ambassadors in every terminal; and a number of pop-up shops and restaurants including Harry Potter in T5.

Terminal 2, the home of Star Alliance airlines, delivered the best performance with a score of 4.29. The new Garden Gate eco-sanctuary contributed to Terminal 3 reaching a record score of 4.14, and terminals 4 and 5 also delivered their best performance with scores of 4.18 and 4.16 respectively.

Normand Boivin, chief operating officer at Heathrow, said, “We are delighted our hard work has been recognized by our most important critics, our passengers. We are committed to delivering the world’s best airport service and this year we will build on this success by further improving transfer passengers’ experience, reducing time at immigration and delivering a more personalized service for all passengers in 2017. We will continue to find new ways to make them feel excited about coming to Heathrow as well as delivering a high standard of service for years to come.”

Written by Dan Symonds

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, editor-in-chief

Helen has worked for UKi Media & Events for nearly a decade. She joined the company as assistant editor on Passenger Terminal World and since progressed to become editor of five publications, covering everything from aviation, logistics and e-commerce to meteorology. She has a love for travel and property and has redeveloped three houses in three years. When she’s not editing magazines, she’s running around after her two boys and their partner in crime, Pete the pug.

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