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Collaboration Delivering Customer Innovation
at
London Heathrow The world's busiest international airport
Saroj Sodi Head of Airport Customer Strategy, BA
Nick Adderley Marketing and Insight Director, BAA
Stewart Blades Business & Technology Improvement Manager, BA
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What is Collaboration...?
The act of working with another or others on a joint project
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2 The act of cooperating as
a traitor, especially with
the enemy
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Heathrow is challenging
The airport experience is an emotional rollercoaster of highs and lows
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Heathrow’s innovation/technology
CDL Automated
Validation (T1) Automated Ticket
Presentation
Self
Boarding Positive
Boarding (Airline report)
Automated Ticket
Presentation
Positive Boarding (Capture & inform pax)
ACS+
gates
Self Bag
Drop
Self Bag
Tagging Off airport
Check-in Mobile phone
Check-in
Information
Kiosks
Information
Kiosks
Information
Kiosks
Baggage
Recovery
Kiosks
Common
Use Check-in
kiosks
ePassport
gates
Common
Use Check-in &
Flight Rebooking
kiosks
In
Development
Available
today
Not yet
started
Security
Improvement
Programme
Immigration
Improvement
Programme
Connections
Improvement
Programme
Home printed
bag tags
Permanent
boarding pass
& bag tags
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Satisfaction driven by many factors
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The Industry View
Fast Travel
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Self Service Bag Drop
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Transform Customer
Experience at LHR
Improved customer propositions
Speed, simplicity & individualisation
Collaboration, Innovation
Customer engagement
Colleague engagement
Customer benefits
Drivers for collaboration……
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Faster through collaboration speed to market
Higher being innovative, aiming higher with challenging status quo
Stronger partnership, customer engagement
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London 2012 Olympic and
Paralympic Games
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Thank You
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