The impact of Wi-Fi and mobile at Heathrow

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