Welcome to VERCIDA website.

Skip to main content
Enable Recite to make this website accessible

Category: Industry News

Heathrow has achieved its best ever quarterly “Airport service quality*” passenger satisfaction scores, following a year of investments in improving services at the UK’s only hub airport.

More than 84% of total passengers, or 15.3 million, using the airport from October to December 2016 rated their Heathrow experience as excellent or very good in the survey.  This is an increase of 640,000 passengers compared to the same period last year.

The record scores follows the introduction of a number of additional passenger services across Heathrow: new Mr Adventure play areas for kids with Mr Men in all terminals, a new personal shopping lounge in Terminal 5, more passenger ambassadors in every terminal, and a number of exciting pop up shops and restaurants including Harry Potter in Terminal 5.

Terminal 2, home of Star Alliance airlines, continued to deliver an outstanding performance, with a score of 4.29. Terminal 3’s new eco-sanctuary “Garden Gate,” contributed to it reaching a record score of 4.14.  Terminal 5 had its best ever passenger satisfaction score performance at 4.16 and Terminal 4 achieved another record-breaking 4.18 ASQ score.  

Normand Boivin, Heathrow Chief Operating Officer said:

“We are delighted our hard work has been recognised by our most important critics, our passengers.  We are committed to delivering the world’s best airport service and this year we will build on this success by further improving transfer passengers’ experience, reducing time at immigration and delivering a more personalised service for all passengers in 2017. We will continue to find new ways to make them feel excited about coming to Heathrow as well as delivering a high standard of service for years to come.”

2016 was also an incredible year of accolades for Heathrow. The airport was named the “Best Airport in Western Europe” for the second consecutive year at the Skytrax World Airport Awards. The award, voted for globally by passengers, came in addition to Terminal 5 being voted the world’s “Best Airport Terminal” and Heathrow “Best Airport for Shopping” for the fifth and seventh consecutive years respectively. Finally, Heathrow also achieved ACI Europe’s “Best Airport Award” for the third time.

*ASQ - the aviation industry’s independent quarterly passenger satisfaction survey by Airports Council International

Are you interested in a career with Heathrow? Please click here.

VERCIDA works with over one hundred clients who are committed to creating an inclusive work environment. If you are an employer and interested in working with VERCIDA to promote your diversity and inclusion initiatives and attract the best candidates, please call 02037405973 or email info@vercida.com for more information.

We are also officially recommended by Disability Confident as a step on achieving Employer status, please click here for more information.

Section with Related articles


Column Industries order Column Industry name Column Number of open positions
1. Finance 1101 jobs
2. Technology, Media & Telecoms 1039 jobs
3. Banking 977 jobs
4. Media 937 jobs
5. Professional Services 774 jobs
6. Logistics 603 jobs
7. Engineering 590 jobs
8. Management 436 jobs
9. Utilities 432 jobs
10. Energy 432 jobs

Learn more about Heathrow Airport Holdings

Heathrow Airport Holdings Heathrow is like a small city - fast moving, diverse, forward thinking - right at the heart of the nation’s global connections and with a world of opportunity. As the UK’s largest single site employer, we&r...

Inclusive features

  • LGBT Initiatives
  • CSR at Heathrow Airport Holdings
  • Emerging Talent at Heathrow Airport Holdings
  • Career & Talent Development at Heathrow Airport Holdings

You will receive an email with link to reset your password.

Enter your new password