From the Car Park to the Aircraft

With over 180 destinations worldwide, it would be easy to let the glamour of flying detract the passenger's attention from the fundamental parts of the passenger’s journey. The British Airways Authority (BAA) is investing in redeveloping Heathrow’s infrastructure to create lighter and more spacious facilities, and to improve the services and offerings at the airport. In recent years, this has included the opening of Terminal 5, the redevelopment of Terminal 4 and the on-going redevelopment of the eastern part of the airport, which will include a brand new Terminal 2. The success of Heathrow also depends on maintaining competitive airport charges. In order to accomplish this, revenues need to be raised by offering additional services that add extra value to the passenger's experience of the airport. Investments in airport car parks help put passengers' minds at ease as they enter the airport while supporting retailers, as passengers are then more likely to be in the right frame of mind for shopping and taking advantage of airport prices. The retailers then raise further revenues for Heathrow, which in turn reduces the cost of flying. Studies have shown that relaxed passengers are more likely to engage with the services and offerings available at an airport and that their state of mind and enjoyment of take-off and the flight ahead is highly influenced by the journey that they undertook in reaching the airport.