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Continuous measurable improvement in passenger experience needed at Heathrow

Business group London First has campaigned for improved passenger experience at London’s airports. Baroness Jo Valentine, Chief Executive of London First said:

“The way Heathrow responded to the snow was disappointing, and if there is a single lesson to be drawn from the experience, it is that deeper collaboration is required, not just in times of unexpected disruption, but throughout the year. It is encouraging that BAA, the airlines and others are willing to work collaboratively – but they need to ensure they now deliver continuous measurable improvement in passenger experience.

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