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IT solutions investment to improve Heathrow passenger experience


Heathrow Airport’s IT infrastructure

Improving the passenger experience is at the heart of BAA’s £400 million investment in Heathrow Airport’s IT infrastructure. (Photo © BAA Airports Limited)

The £400 million (€461m/$654m) investment in Heathrow Airport’s IT infrastructure has four key aims:

  • To improve the passenger experience by giving them the information they need when they want it, both online and in the airport, supporting a quick and easy transit through the airport;
  • To provide the airlines and other firms at the airport with the systems, IT services and infrastructure they need for quick and secure check-in, baggage handling, stand management and gate management to ensure that journeys are smooth and hassle free;
  • To give the airport and its airlines better systems to deal with events and incidents to minimise disruption and provide the information they need when they need it; and
  • To simplify an unnecessarily complex set of systems at the airport so as to give Heathrow a better quality of service and reduce costs.

Philip Langsdale, Chief Information Officer, BAA, said: “We understand that passengers want short queues, quick information and a pleasant experience that gets them on their way without stress and with the confidence their bags will come back quickly. Our airlines need better, more timely information and improved service quality.

“Our priority is improving our passengers’ experiences and getting the best value we can on behalf of our airline customers. We will have spent over £400m on IT in the five year period ending in 2013 as part of a much wider capital spending programme designed to modernise every aspect of Heathrow. I recognise technology on its own cannot deliver these improvements…but it is a crucial enabler.”

In addition to the planned £400 million investment, BAA, the operator of Heathrow Airport, has also announced a £100 million (€115m/$163m) outsourcing contract with Capgemini to run the company’s IT services.

More information is available from the Heathrow Airport media centre.

Future Travel Experience Europe 2015

Interested in learning more about improving your passenger experience? At FTE Europe 2015, which will take place in London from 2-4 February 2015, senior speakers from the likes of Heathrow Airport, Ryanair, Swedavia, Norwegian Air Shuttle, Munich Airport, Virgin Atlantic, Expedia, London City Airport, IATA, Air France-KLM, London Stansted Airport, Lufthansa, Bechtel, Gatwick Airport and United Airlines will share their latest passenger-focused plans and visions in the 'On the Ground' conference.

The event will also include a dedicated 'Up in the Air' conference stream, IATA workshop, an extensive exhibition, tours of Heathrow T2, London Stansted and London City Airport, and a 'Best of British' Gala Evening at Altitude 360 @ Altitude London, London's premier sky venue which offers jetliner views of the city.

» View the full FTE Europe 2015 'On the Ground' agenda

» Register to attend FTE Europe 2015

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