In 2025, Heathrow broke many records, including the World's Most Connected Airport (OAG) and the first airport in Europe to handle eight million passengers in a month (August), while operating very close to capacity. With such demand for Heathrow, while still awaiting formal government approval for expansion, the risks to passenger experience are very real. However, in 2025 Heathrow also achieved the title of the most punctual airport in Europe and recorded some of its highest customer satisfaction scores. This presentation highlights how Heathrow's CX strategy, Team Heathrow culture and working with trusted partners like Ethos Farm have achieved a record-breaking year.

• The importance of trusted partnerships for handling the day to day and for service recovery moments and resilience
• The significance of getting the basics right as a non-negotiable foundation for customer satisfaction
• How to bring a service and CX strategy to life through innovative initiatives and stakeholder engagement
• The blend of human and digital to optimize handling the ordinary versus the extraordinary
• Collaboration across service chains to create a winning team ethos