Heathrow press releases

19 October, 2015

Heathrow declares world class ambition for retail service

Quintessentially and Heathrow


Heathrow has today launched an in-depth review of its retail service offer, partnering with luxury lifestyle group and concierge service company Quintessentially to realise its corporate vision to deliver the best airport service experience in the world.

After being named the ‘Best Airport for Shopping’ at Skytrax’s World Airport Awards for the sixth year running in 2014, Heathrow is aiming to take this legacy further with an extensive review of its retail service offering to transform the airport retail experience and provoke discussion with brand partners to raise standards in airport retail.

Service experts, Quintessentially, will be given access to Heathrow’s retail operation over the next three months in order to survey the airport’s current retail offering and consult with passengers, commercial partners, and staff. Quintessentially will review Heathrow’s full retail proposition including shops, restaurants and services such as Personal Shopping, Shop & Collect, and Reserve & Collect. 

Following its review, Quintessentially will provide Heathrow with a full, independent analysis complete with recommendations based on their expertise in service across the globe. The report will be designed to complement Heathrow’s own expertise in travel retail, helping the airport set a new benchmark for service standards and offer passengers the best airport service in the world.

Jonathan Coen, Retail Director at Heathrow, explained: “Over the past 30 years, Heathrow has been at the forefront of travel retail on a global scale.  We are delighted that we have been consistently recognised by our customers, but we cannot be complacent.  This initiative is about building on our strengths, listening to our passengers and surrounding ourselves with experts in service.”

Fiona Noble, Managing Director at Quintessentially, added: “Service is such an intangible concept, but so powerful when you get it right, inspiring loyalty, passion and advocacy. We are proud to be working with Heathrow on this innovative brief and look forward to working together to build some recommendations that will enable them to continue their leadership in delivering surprising and innovative service propositions that set the standard both in the industry and beyond.”

The announcement comes ahead of the Tax Free World Association (TFWA) exhibition and conference in Cannes (18 – 23 October).  Heathrow will be looking to engage businesses partners suppliers at the conference to provoke discussion with the view to raising the standards of the retail experience, with the ultimate aim of providing a better service for passengers.




About Heathrow

Heathrow is the UK’s hub airport, home to more than 80 airlines connecting to more than 180 destinations. Every year Heathrow welcomes over 70 million passengers with a commitment to ‘making every journey better’. Following an investment of more than £11 billion over the past 10 years, passengers have voted Heathrow the ‘Best Airport in Western Europe’, ‘Best Airport Terminal’ for Terminal 5 and ‘Best Airport for Shopping’ 7 years in a row.


About Quintessentially

With more than 65 offices around the world and over 25 languages spoken by the team, Quintessentially Lifestyle provides a global yet localised service.

Working with some of the world’s most famous brand through its corporate solutions programme, Quintessentially helps to meet business objectives, enhance brand perceptions, build customer loyalty and heighten engagement to ultimately build ROI.

Additionally, via its bespoke CRM platform, Quintessentially Lifestyle gathers valuable data and intelligent information on consumer trends and behaviour, to aid its partners in better understanding both their existing and potential audiences.

The wider Quintessentially Group is a collection of sister businesses covering every facet of the aspirational lifestyle market, guided by highly-skilled professionals in their specific fields.

The Quintessentially Foundation aims to improve the education, health and welfare of disadvantaged children and young people worldwide to allow them to fulfil their potential and realise their dreams. We host an array innovative and unique fundraising events each year raising over £5 million to date.