Heathrow Airport Limited
Speaker Biograghy:
Kathryn started her career in financial services and moved to the aviation industry in 1997. In 2010 she joined Heathrow Airport Ltd from Virgin Atlantic Airways, as Risk and Management Director. In 2011 she became Operations Director for Terminal 3 and more recently in January 2014 the Director of Customer Relations and Service. She has spent the bulk of her career with Virgin Atlantic Airways, where she held the posts of Assistant Risk & Assurance Manager (1997-2005), Head of Internal Audit and Business Risk (2005-2008) and Head of Risk Management (2008-2010).
Day 2 - 26 March
Session:
Customer Service & Passenger Experience
11:25 - 11:50
- Increasing brand value by enhancing the passenger experience
Synopsis: In July 2013 Heathrow Airport launched its first-to-the-market Passenger Service Ambassadors with selected service provider Omniserv, the UK trading division of Air Serv Corporation. This unprecedented commitment by an airport operator to elevating the end-to-end customer experience is enabling Heathrow Airport to achieve its vision of being Europe’s Hub of Choice. In the presentation we will explore how the value of Brand Heathrow is increasing through elevating service and adding value to the airport experience throughout the passenger journey at Heathrow.
Audience will learn:
- Commitment to consistently excellent service throughout departures, arrivals and connections journeys – joining up the end-to-end passenger experience
- Elevating standards of performance = customer preference
- Introduction of innovative technology – capturing data in real time, scanning social media and enabling proactive deployment of manpower
- The link between elevated standards and the increasing value of Brand Heathrow
- The positive impact of a seamless experience on other revenue streams such as retail and F&B