Making every journey better: Putting passengers at the heart of Heathrow's decision-making

Heathrow Airport is a continuous improvement organisation. Improvements are driven by the airport's mission to make every journey better. The airport invests heavily in gathering customer insights that it uses to inform decision-making. It has taken to thinking like a passenger because that is the way to see airport operations from a passenger's point of view. Through many small and large changes, the airport continues to make passenger-focused improvements. As a result, Heathrow's ASQ ratings have steadily improved. This paper covers some of the service changes made at Heathrow to improve passengers’ experience of the airport. It does not touch on Heathrow's significant capital investment programme, currently running at £1bn a year.