Heathrow to upgrade retail experience

21. Oct 2015

by BusinessClass

Heathrow is partnering with luxury lifestyle and concierge service experts Quintessentially to launch an extensive review of its retail service offerings, in order to “realise its corporate vision to deliver the best airport service experience in the world.”

Over the next there months, Quintessentially will survey the airport’s current retail offering and consult with passengers, commercial partners, and staff in a bid to raise standards at the airport. Quintessentially’s review will include shops, restaurants and services such as Personal Shopping, Shop & Collect, and Reserve & Collect. Following the review, Quintessentially will then provide Heathrow with recommendations based on their international expertise in service.

Jonathan Coen and Fiona Noble

Jonathan Coen, Retail Director
at Heathrow, said:

“Over the past 30 years, Heathrow has been at the forefront of travel retail on a global scale. We are delighted that we have been consistently recognised by our customers, but we cannot be complacent. This initiative is about building on our strengths, listening to our passengers and surrounding ourselves with experts in service.”

Fiona Noble, Managing Director at Quintessentially, added:

“Service is such an intangible concept, but so powerful when you get it right, inspiring loyalty, passion and advocacy. We are proud to be working with Heathrow on this innovative brief and look forward to working together to build some recommendations that will enable them to continue their leadership in delivering surprising and innovative service propositions that set the standard both in the industry and beyond.”