the impact of wi-fi and mobile at heathrow
TRANSCRIPT
The impact of Wi-Fi and mobile at Heathrow
20 May 2015 Chris Annetts, Commercial Passenger Services Director
84 airlines 11.5 km2 site
72,000,000 passengers
76,000 staff
2 runways
184 destinations
Heathrow – The UK’s Hub Airport - in numbers
900+ Organisations
24/7/365 operation
What’s on people’s minds as they travel through the airport?
Which terminal?
Can I smoke?
Where do I drop my bags?
How much time have I got?
I feel like treating myself.
Where’s check in?
Where’s a cashpoint?
How long will security take?
Which gate? How do I
transfer?
From…
The way passengers access our information has changed
To…
Wireless connectivity everywhere Ubiquitous secure wireless connectivity 24/7/365.
Real time operational information available to the whole airport community
Free, high speed, easy to access Wi-Fi services for all passengers
Source: Heathrow Commercial Passenger Services / ASQ Q1 2015 Note: ASQ Rating Scale: 5 = Excellent & 1 = Poor
Internet Access / Wi-Fi – Q1 2015 Levels of passenger satisfaction with Wi-Fi at Heathrow hit a record high
2.44 2.44 2.30 2.35 2.30 2.30
2.89 3.08 3.18 3.20 3.14 3.15
3.34
3.74
3.20
2.00
2.20
2.40
2.60
2.80
3.00
3.20
3.40
3.60
3.80
Q2 12 Q3 12 Q4 12 Q1 13 Apr-13 May-13 Jun-13 Q3 13 Q4 13 Q1 14 Q2 14 Q3 14 Q4 14 Q1 15 Q1 15 EU
Average
ASQ Score
Wi-Fi Launch
1st quarter of full benefit switching to 4hrs of complimentary service
European competitive landscape Heathrow is now top ranked in Europe amongst its peer group of airports
LHR 3.74
T2 3.83
T3 3.77
T4 3.83
T5 3.64
Source: Heathrow Commercial Passenger Services / ASQ Q1 2015 Note: ASQ Rating Scale: 5 = Excellent & 1 = Poor
EU10 3.73
EU7 3.28
EU6 3.28
EU5 3.24
EU4 3.12
EU3 2.83
EU2 2.80
EU1 2.32
EU9 3.68
EU8 3.49
European Competitors
European Comparators
Mobile provides opportunities for personalised journey assistance
Mobile provides valuable new business opportunities in-terminal
And will continue to improve the whole airport experience
We have made big improvements in the data we hold about our passengers to power our innovations
1.5m members 13m contacts
Our opportunity lies in joining up all these opportunities and data sources for greater personalised journeys
Airline data
Retailer data Offers / Geo-location data
Heathrow CRM data
Operations data Boarding pass scan
External data partners
Advertising data
