London Heathrow Airport Standards

Creating the front-line service standard to deliver the 'Make Every Journey Better' ambition.

Heathrow Airport collaborated with the Engine Service Design Team to establish a comprehensive Service Standard for front-line customer service.

The Challenge

Heathrow Airport needed to develop a Service Standard for all suppliers and contractors to avoid poor customer feedback.

The Engine Service Design Team worked with the airport to define the customer service standards and to align with the ‘Make Every Journey Better’ strategy and improve the passenger experience. The service standard is now included in all third-party contacting and SLAs, resulting in significant increases in staff and passenger satisfaction.

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