12 October 2015 | FM World team
BIFM Awards 2015 - Impact on Customer Experience
Heathrow Airport Terminal 2 – opened in June 2014 and home to some of the airport’s most high-profile airlines and business partners – has won the BIFM Award category for Customer Experience.
Around 20 million passengers were expected to have passed through the new terminal this year, so the overall aim was to provide a world-class facility that would enhance every aspect of the passenger journey.
This was achieved by designing, commissioning, operating and maintaining every asset, system and space with the customer in mind. To maintain this focus, the process was constantly reviewed, challenged and improved by an embedded team of engineers, asset managers and FMs.
Heathrow operates in a highly competitive European and global market. Moreover, Terminal 2 faced significant business challenges. The facility had to be built within the physical and operational constraints of the world’s busiest airport, and had to work like clockwork from day one.
The project was also under enormous scrutiny from government, airlines, the industry regulator, and media.
T2 won the Air Transport Terminal of the Year in 2014. Insourcing of air bridges (a UK airport first) resulted in an outstanding availability of 99.91 per cent for 2015.
The BIFM judges said: “The team at T2 have clearly demonstrated that the early engagement of FM into the design, build, commissioning and handover of a building ensures that world-class standards of customer experience can be achieved. The FM team have been an integral link between the airport and the airlines working together to deliver the very best passenger experience.”
Quality of service measures as surveyed by independent passenger auditors and direct feedback from Terminal 2 passengers is leading all UK airports and terminals.