Customer Centricity 2024

  • Hi, it's great to see you here!

    This is a short feedback survey of just four random questions about your journey through London Heathrow.

    You feedback will greatly assist us in ensuring we maintain a great customer experience and journey though the airport.

    Ready? Let's go!

  • Can we start by asking if you checked in any luggage at our check-in desks today?
  • Did you use the self baggage drop desks?
  • Did our check in staff address you by name today?
  • Did you receive a smile from our airport check in staff today?
  • Did our check in staff wish you a pleasant flight?
  • Did you find our check in staff professional and competent when assisting you?
  • Did our check-in staff give information about the location of security and gate information?
  • Were you happy with the waiting time to drop off your luggage?
  • Did you find the self service bag drop easy to use?
  • If you used our self check in machines, were you happy with the assistance received?
  • If you used our automated check in machines, did you find the assistance team helpful and friendly?
  • If you printed your baggage tags on the self service machines, how did you find it?
  • Did you use the automatic boarding gates when boarding your flight?
  • Did our gate staff wish you a pleasant flight?
  • Did the gate staff ask you to check in your hand luggage free of charge?
  • If so, were the gate agents polite and helpful in tagging your hand luggage?
  • Should be Empty: