An in-depth independent review of Heathrow’s retail service offering is to be undertaken by a firm of experts.
Luxury lifestyle group and concierge service company Quintessentially will be given access to the airport’s retail operation over the next three months.
It will survey the current retail offering and consult with passengers, commercial partners and staff.
Heathrow’s full retail proposition will be reviewed including shops, restaurants and services such as personal shopping, shop & collect, and reserve & collect.
This will result in a full analysis complete with recommendations based on the company’s 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.
Airport retail director, Jonathan Coen, said: “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 of 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.”