Customer service

The success of our service is all about satisfying our customers – from the largest airline group to the individual business traveller. Since 1990, we’ve had a Quality of Service Monitor (QSM) to make sure we are meeting these needs.

Every year we survey around 70,000 passengers at our UK airports to get their feedback. We ask them to rate various services on a scale of 1 to 5. 1 = extremely poor and 
5 = excellent. To date we’ve interviewed over 1 million customers on issues from departure lounge crowding to toilet cleanliness and availability of trolleys. 

We listen to all of your feedback and the findings of our QSM directly influence many of our decisions. You can view all the results of the QSM trends over the last five years  (706KB PDF).

Service Quality Rebate Scheme 
Heathrow Airport
Gatwick Airport