An example of how not to be customer centric @ Heathrow’s Terminal 5

Heathrow Terminal 5 is in need of an urgent look at its customer journey… literally

I recently took a British Airways flight in business class on a brand new 787 “Dreamliner” on one of the first ever non-stop flights between London and Austin Texas (it was for #SXSW2014). I would note that I certainly don’t intend to be complaining about privileged travel in this post. My point is to observe the explicit consequences of not being customer centric. Embarking at Heathrow Airport’s Terminal 5, I was ushered through the “fast track” customs and baggage control without much ado. After collecting my affairs, I noticed that to the right there was the Concorde Lounge, but was informed that it was only for First Class. I was told that the BA Business Class lounge was downstairs, immediately underneath. To get downstairs, you have to go about 60 meters past a row of stores. The escalator down is around the other side. Once downstairs, I headed back from whence I came. Signage was poor. The route was lined with shops, mostly luxury brands such as Gucci, Prada, Harrods (see below). It turns out that the space “immediately underneath” the Concorde Lounge was under construction. No sign of the Business Class lounge.

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