Heathrow Airport has launched an in-depth review of its restaurant and foodservice offering as part of a move to see whether it needs to shake up its retail business.
The airport, which welcomes 70 million people through its doors every year, has appointed luxury lifestyle group and service company Quintessentially to lead the “extensive” review.
Heathrow said the exercise would help it transform the airport retail experience and provoke discussion with brand partners to raise standards in airport retail.
Retail experts from Quintessentially will be given access to Heathrow’s retail operation over the next three months in order to survey the airport’s current retail and restaurant offering and consult with passengers, commercial partners, and staff.
Following its review, Quintessentially will provide Heathrow with a full, independent analysis complete with recommendations based on their expertise in service across the globe.
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: “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.”