Heathrow reviews retail service offering
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Heathrow has partnered with concierge service company Quintessentially to launch an in-depth review of its retail service offering.
Quintessentially will be given access to Heathrow’s retail operation over the next three months in order to survey the airport’s current retail offering and consult with passengers, commercial partners, and staff. Quintessentially will review Heathrow’s full retail proposition including shops, restaurants and services such as Personal Shopping, Shop & Collect, and Reserve & Collect.
Following its review, Quintessentially will provide Heathrow with a full, independent analysis complete with recommendations. The report will be designed to complement Heathrow’s own expertise in travel retail.
Jonathan Coen, retail director at Heathrow, explained: “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.”
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