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NEWS Last modified on January 25, 2017

Satisfaction levels soar at London's Heathrow Airport

London Heathrow has revealed that its customer satisfaction levels hit an all-time high in the last quarter of 2016, whether that will be enough for it to win an award in ACI's annual Airport Service Quality (ASQ) passenger satisfaction awards will be revealed shortly.

The UK gateway says that its best ever quarterly ASQ scores followed a year of investment in improving services at the UK’s only hub airport.

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. 

This is an increase of 640,000 passengers compared to the same period last year.
According to Heathrow, the record scores follow the introduction of a number of additional passenger services across Heathrow that have included:

• New Mr Adventure play areas for kids with Mr Men in all terminals
• A new personal shopping lounge in Terminal 5
• More passenger ambassadors in every terminal
• A number of exciting pop up shops and restaurants including Harry Potter in Terminal 5.

It reveals that Terminal 2, home of Star Alliance airlines, continued to deliver "an outstanding performance", with a score of 4.29.
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Terminal 3’s new eco-sanctuary 'Garden Gate' contributed to it reaching a record score of 4.14. Terminal 5 had its best ever passenger satisfaction score performance at 4.16 and Terminal 4 achieved another record-breaking 4.18 ASQ score.  

Normand Boivin, Heathrow Chief Operating Officer says: “We are delighted our hard work has been recognised 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 personalised 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.”

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