Case Study: Heathrow Airport improves passenger experience and commercial insight with Epinion

Reaping commercial opportunity & building strong passenger experience through deep insight

Heathrow Airport, one of the world's largest international airports, faced the challenge of understanding the diverse needs of its 80 million annual passengers across many different segments. To continuously adapt its services and facilities, it partnered with vendor Epinion to gain deep passenger insights through extensive market research.

Epinion implemented a large-scale field force operation at the airport, deploying managers and interviewers to conduct approximately 200,000 interviews annually. The insights from this research directly fueled passenger journey improvements and innovations. Furthermore, the data served as crucial regulatory documentation, directly feeding into 11 of the airport’s 21 key performance indicators to ensure continuous operational improvements and cost reduction.

Heathrow Airport