Airlines have criticised Heathrow over the service it provides to them and their passengers.
A survey of more than 50 airlines operating at the London hub found that the majority (90%) believe that the way Heathrow is run impacts its effectiveness as a hub.
Carriers cited a lack of engagement and existing services hindering the capability of the airport as a strong European hub.
The results of research by the Heathrow Airline Operators’ Committee (AOC) also revealed that more than half (60%) deem Heathrow worse than other major airports in terms of quality of service at its terminals.
Terminals 3 and 4 were viewed the most negatively of all Heathrow terminals in relation to the quality of service offered to passengers
Airlines pointed to negative passenger experiences, long security lines, poor service offered by the airport for passengers with restricted mobility, high costs, and baggage systems failures as key concerns.
The research findings follows the creation of the Heathrow Reimagined industry lobby group, which is calling on the Civil Aviation Authority to conduct an urgent and fundamental review of Heathrow’s regulatory model after the government backed expansion with a third runway.
It claims that passengers and airlines pay £1.1 billion more each year than if charges were in line with equivalent major European airports.
Heathrow AOC chief executive Nigel Wicking said: “Instead of being a source of national pride, Heathrow has failed to modernise and in turn, lets down consumers, carriers and the British economy.
“This research, which represents a significant number of the airlines operating at Heathrow in every terminal, reaffirms the need for an urgent and fundamental review by the CAA.
“With almost two thirds of airlines surveyed asserting their view that Heathrow’s terminal quality ranks lower than other major airports, and an expansion with significant further investment on the horizon, we must act now.
“Heathrow Airport Limited’s substantial market power has, for too long, given it an incentive to spend inefficiently and meant that it has acted against the interest of both consumers and airlines.”
A Heathrow spokesperson said:“Every penny invested in infrastructure at Heathrow is approved by airlines and by our regulator.
“We agree adjustments to the regulatory model are needed to deliver a third runway, but airlines and passengers get good value for money at Heathrow.
“Our operational performance is improving and the value we provide to airlines and passengers is easily seen by how many airlines want to include Heathrow in their network.
“Expanding Heathrow will drive a further step change and address the challenges of operating at an airport that is already at full capacity.”