Collaboration Delivering Customer Innovation

at

London Heathrow The world's busiest international airport

Saroj Sodi Head of Airport Customer Strategy, BA

Nick Adderley Marketing and Insight Director, BAA

Stewart Blades Business & Technology Improvement Manager, BA

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What is Collaboration...?

The act of working with another or others on a joint project

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2 The act of cooperating as

a traitor, especially with

the enemy

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Heathrow is challenging

The airport experience is an emotional rollercoaster of highs and lows

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Heathrow’s innovation/technology

CDL Automated

Validation (T1) Automated Ticket

Presentation

Self

Boarding Positive

Boarding (Airline report)

Automated Ticket

Presentation

Positive Boarding (Capture & inform pax)

ACS+

gates

Self Bag

Drop

Self Bag

Tagging Off airport

Check-in Mobile phone

Check-in

Information

Kiosks

Information

Kiosks

Information

Kiosks

Baggage

Recovery

Kiosks

Common

Use Check-in

kiosks

ePassport

gates

Common

Use Check-in &

Flight Rebooking

kiosks

In

Development

Available

today

Not yet

started

Security

Improvement

Programme

Immigration

Improvement

Programme

Connections

Improvement

Programme

Home printed

bag tags

Permanent

boarding pass

& bag tags

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Satisfaction driven by many factors

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The Industry View

Fast Travel

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Self Service Bag Drop

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Transform Customer

Experience at LHR

Improved customer propositions

Speed, simplicity & individualisation

Collaboration, Innovation

Customer engagement

Colleague engagement

Customer benefits

Drivers for collaboration……

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Faster through collaboration speed to market

Higher being innovative, aiming higher with challenging status quo

Stronger partnership, customer engagement

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London 2012 Olympic and

Paralympic Games

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Thank You

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