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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.



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




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% 2013


Key for performance as at January 2014

 - Behind progress
 - On track
- Complete


For more information on our approach to improving passenger experience at Heathrow, see;

Heathrow company news and information