Heathrow press releases

17 March, 2016

Heathrow’s record year recognised with hat-trick at World Airport Awards

A record year for customer satisfaction at Heathrow has been recognised with three titles at this year’s Skytrax World Airport Awards.

For the second year running, Heathrow has the honour of being named as the ‘Best Airport in Western Europe’ by its passengers. The quality of the airport’s shops, restaurants and terminals have also been recognised with ‘Best Airport for Shopping’ for the seventh straight year and ‘World’s Best Airport Terminal’ for Terminal 5 for the fifth year in a row.

The Skytrax World Airport Survey is widely regarded as the quality benchmark for the world airport industry, assessing customer service and facilities across 388 airports. The World Airport Awards are independent of any airport control or input and are therefore an impartial benchmark of airport excellence and quality.

Heathrow CEO John Holland-Kaye said:

“Our vision is to give passengers the best airport service in the world.  I am delighted that in our busiest ever year, passengers have recognised the progress we have made with these three awards. We are here to serve. ”   

More people than ever chose Heathrow in 2015 with 75 million passengers passing through the terminals, as the airport achieved its highest ever passenger satisfaction rate. Heathrow has invested in more security lanes and more e-gates in immigration, new lounges and hotels and in training for front line colleagues.  As an example of Heathrow’s work in looking for new ways to improve customer service, first-timers to the UK can now get a unique guide to the idiosyncrasies and quirks of modern British life from Stephen Fry as they pass through the airport. The short film was created in response to a desire from arriving passengers to get a sense, from the moment they touchdown at Heathrow, of the UK’s culture.  

Another successful year for Terminal 5 saw the completion of a three year £40 million programme to bring together the most luxurious fashion brands in the world to Terminal 5 and cement its fashionable reputation amongst frequent flyers. Louis Vuitton, Chanel, Hermes and Rolex joined the line up at Terminal 5, completing the line-up of 23 fashion and luxury brands, each of which has been beautifully re-designed to echo the store’s flagship location.