Record service scores and 35.7 million passengers highlight Heathrow 2016 half year results


By Heathrow

Published 22nd July 2016

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Heathrow has today released strong half year results including a record Airport Service Quality Score (ASQ) of 4.16 out of 5, and 35.7 million passengers.

Other highlights from the results include:

  • Strong financial performance with revenue up 1.0% to £1,320 million and Adjusted EBITDA up 4.4% to £781 million reflecting lower costs and better value

  • Heathrow responded to the Airports Commission environmental and community conditions, paving the way for expansion

  • Cargo volumes increased 1.7% with Heathrow’s links to fast-growing economies boosting British businesses

  • 10 million people tuned in to ITV’s Heathrow: Britain’s Busiest Airport series 2

Commenting on the results, Heathrow Chief Executive Officer John Holland-Kaye said,“Heathrow has been named the best major airport in Europe for the third time and I am very proud of the work our colleagues do every day while giving better value to passengers.”

“As the UK’s biggest port, we are supporting businesses from every corner of Britain to get their products to global markets, with cargo volumes up by almost 2%.” Heathrow CEO, John Holland-Kaye

“Now Britain needs a positive post-Brexit plan and only Heathrow expansion will help Britain to be one of the world’s leading trading nations – connecting all of Britain to global growth. Heathrow has a new plan for expansion, allowing the Prime Minister to make the right choice in the national interest.”

Expansion case goes from strength to strength…

Heathrow has released a new fly through video showcasing how expansion at the UK’s hub airport is about more than just a runway. Titled – “It’s time for Heathrow” – the video also includes inside footage of the state-of-the-art new Central Terminal Area design.

Heathrow has today launched its first ever television campaign ‘First Flight’ to celebrate 70 years of flight at the airport. Set to David Bowie’s ‘When I Live My Dream’, the airport’s advert tells the story of the magic of a journey as seen through the eyes of a 5-year-old girl with her companion, Owly.

On the girl’s journey from home, through the airport and then onto a flight with her treasured suitcase at her side, Harriet marvels at the magic all around her. The advert ends with the line ‘To the next 70 years of first flights’.

The advert launches on the airport’s social media channels today and will then feature on TV for the first time on Thursday 21st July during the first break of Emmerdale on ITV.

Heathrow turns 70, prizes up for grabs for your stories

In honour of Heathrow’s 70th anniversary, Qantas is offering 70 people the chance to win ‘The Ultimate Trip’: a five-night stay in Sydney, Australia, travelling from Heathrow on the award-winning Qantas A380. Travellers are invited to share their favourite Heathrow memory – from amusing anecdotes to heart-warming tales – to be in with a chance to win one of 35 pairs of tickets available* at

Heathrow’s Chief Executive Officer John Holland-Kaye said, ‘Heathrow has been proudly connecting the UK to the rest of the world for 70 years. Our campaign subtly celebrates the work that goes on behind the scenes by more than 400 organisations to make flight possible at Heathrow. The story is told through the eyes our heroine who sees the result of the airport team’s work as touches of magic throughout her journey with Heathrow.’

Havas London’s Executive Creative Director Ben Mooge said: ‘We’ve seen so many stories that have started and ended at Heathrow over the last 70 years; from the Beatles departing for America to Princess Elizabeth landing as our Queen.”

“But just as importantly, every day Heathrow starts another of its millions of personal journeys, so we wanted to bring to life a small but universal one – the story of a little girl taking her bag on a first ever flight.”

This message will be amplified beyond the TV campaign through a range of channels including press outdoor through a partnership with Absolute Radio Sponsorship.

Who created the ad?

First Flight, and the 70th anniversary campaign has been created by advertising agency Havas. It is directed by DOM&NIC through Outsider Productions. The campaign with media planning and buying by Carat begins with video on demand spots on ITV, All4, Sky Media and STV.

British astronaut Tim Peake’s arrival back into the UK became one of Heathrow’s latest stories. Click here to find out more.

The ad can be viewed on the Heathrow YouTube channel.The owl bag featured in the television advert will be available to passengers at Heathrow in Terminal 2’s John Lewis.

The Love Actually affect…

Speaking to Marketing Week, Heathrow’s Head of Marketing Rebecca White explained how passengers see Heathrow as more than just an airport.

“From research, we have found that Heathrow is not seen as just an airport but offers customers a change in life or marks the end to one of their biggest life journeys,” she explained.

“We’ve had such an emotive part to play in customer journeys, including our role in Love Actually 13 years ago. This showcased a genuinely emotional moment Heathrow can own and should be demonstrating” – Rebecca White, Heathrow Head of Marketing

About Heathrow

Now in its 70th birthday year, Heathrow is the UK’s hub airport, home to more than 80 airlines connecting to more than 180 destinations. Every year Heathrow welcomes over 70 million passengers with a commitment to ‘making every journey better’.

Following an investment of more than £11 billion since 2004, passengers have voted Heathrow the ‘Best Airport in Western Europe’, ‘Best Airport Terminal’ for Terminal 5 and ‘Best Airport for Shopping’ 7 years in a row.

Find out more about Heathrow’s plans for the future with expansion with our new CGI video – click here.

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Just in time for the summer getaway, a brand new Mr Men character, Mr Adventure has been launched at Heathrow. Friday 22 July is predicted to be Heathrow’s busiest day with 130,000 passengers heading off for their summer break.

With 330,000 journeys made by families travelling with children under the age of 16 from July – September, Mr Adventure will be busy making sure everyone’s journey is a smooth one.

Passengers will be able to find Mr Adventure throughout the airport in new signage just for kids in security, in the free play areas in all terminals and on ‘kids eat free’ menus available in every terminal.

From Monday 18 July to Sunday 4 September Mr Adventure will also be hosting themed activities and workshops, posing for photos and handing out activity booklets, sticker sheets and jelly treats to keep kids entertained. Families can follow Mr Adventure’s six-part Heathrow adventure over the summer on Heathrow’s official Youtube site.

About Mr Men Little Miss

Mr Men Little Miss celebrates 45 years in 2016. With an 86-strong cast of characters the Mr Men and Little Misses have brought fun and laughter to generations of families. Currently one Mr. Men and Little Miss book is sold every 2.5 seconds worldwide, and lifetime sales total 250 million books.

British ESA astronaut Tim Peake landed at Heathrow from Houston today for the first time in 7 months following his six-month trip to the International Space Station. To celebrate his safe landing back to earth and to welcome him home to the UK, Heathrow has today unveiled Tim as one of the iconic welcome posters which will be viewed by 75 million passengers a year.

Photographs of Tim with his arms outstretched in his distinctive blue overalls, will be showcased across all terminals. Tim arrived into Terminal 2: The Queen’s Terminal. His first public appearance in the UK is planned for 15 July, at the Farnborough Air Show.

Tim Peake to welcome visitors the UK from Heathrow – every day

Alongside Tim, eight new British icons have also been chosen to welcome visitors to the UK. Heathrow’s welcome campaign has become a well-recognised greeting for passengers arriving at the airport. There are now over 20 iconic figures represented with new additions ranging from a Red Arrows pilot, to a Town Crier and a Zookeeper, all of whom aim to celebrate the United Kingdom’s diverse culture.

The welcome images are spread across the terminals in a variety of locations from baggage re-claim to gates across all four airport terminals. There are over 60 posters in total across the airport.

“Heathrow is a great British asset that is recognised around the world and now from space too. We are honoured that astronaut Tim Peake has joined our line-up of iconic personalities that celebrate the diversity and colour that the United Kingdom has to offer.” Heathrow CEO, John Holland-Kaye

Alan Wyatt, Town Crier is another UK icon who has been honoured in Heathrow’s welcome campaign. Alan who has worked as a Town Crier in London for the past three decades said: “I was so honoured to be selected to join the welcome to Heathrow campaign. I love the idea that a Town Crier is now greeting overseas visitors as well as Brits arriving back home in the UK.’

Alan is the holder of two Guinness Records, one for the loudest Town Crier in the World at 112.8 decibels and another record for a 48-hour town Criethon when he cried a hundred-word proclamation every 15 mins for 48 hours.

Flight Lieutenant Joe Hourston, Red 9, is another star of Heathrow’s welcome campaign. Joe has flown as a pilot with the Royal Air Force Aerobatic Team, the Red Arrows, for the last two years. The 36-year-old, who flew the Tornado aircraft operationally before joining the world-renowned display team, said: “One of the roles of the Red Arrows is to represent the United Kingdom and act as national ambassadors at home and overseas – so being part of Heathrow’s welcome campaign is a perfect addition to my role.”

FLASHBACK: The Red Arrows performing a fly past at Heathrow in 2015 to celebrate the anniversary of the Magna Carta

Heathrow’s new welcome campaign is now on display across all terminals featuring:

  • Tanya Moodie – Actor, Globe Theatre

  • Vicky Fyson – Zookeeper, London Zoo

  • Alan Myatt – Town Crier

  • Rachul Panchkaran –Customer Service Assistant, London Underground

  • Joe Hourston – Red Arrows pilot

  • Natasha Moger – SAC Engineer

  • Floriana Stanciu – Big Issue Vendor

  • Stephen Wiltshire – London Artist

Heathrow’s 70th year

Now in its 70th birthday year, Heathrow is the UK’s hub airport, home to more than 80 airlines connecting to more than 180 destinations. Every year Heathrow welcomes over 70 million passengers with a commitment to ‘making every journey better’.

Following an investment of more than £11 billion over the past 10 years, passengers have voted Heathrow the ‘Best Airport in Western Europe’, ‘Best Airport Terminal’ for Terminal 5 and ‘Best Airport for Shopping’ 7 years in a row.


By Heathrow

Published 13th July 2016