Case Study: Heathrow Airport achieves personalized, cross-channel traveler experiences with Adobe Experience Cloud

Heathrow reimagines the airport experience

Heathrow Airport, the UK’s busiest aviation hub, wanted to make every journey better across flights, terminals, parking, and digital channels. To do that, it needed a way to connect customer behavior across web, mobile app, email, Wi-Fi, and in-airport interactions, and deliver more relevant information and service. Adobe Experience Cloud, including Adobe Campaign, Adobe Analytics, Adobe Target, and Adobe Social, helped Heathrow address that challenge.

With Adobe Experience Cloud, Heathrow built integrated customer profiles, enabled cross-channel campaign orchestration, and personalized interactions in real time. The airport can now reach about 6 million customer contacts per month, understand behavior across channels, and trigger tailored messages such as reminders, loyalty offers, and mobile location-based promotions. The result is more consistent, personalized service that supports Heathrow’s commitment to service excellence.

Heathrow Airport

Simon Chatfield

Head of eBusiness and CRM