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4 HEATHROW PARTNERSHIP


Best in the world in 2016; Terminal 5 had its highest passenger satisfaction score performance


A golden taste


From welcoming Team GB to sampling whisky, Terminal 5 is the place to be


BY MATILDA BORGSTROM


Heathrow has achieved its best quarterly airport service quality pas- senger satisfaction scores, from an independent survey by the Airports Council International, following a year of investment in improving services at the UK’s only global hub airport. More than 84% of total passen-


gers, or 15.3 million, using the airport from October to December 2016 rated their Heathrow experience as excellent or very good in the survey. This is an increase of 640,000 pas- sengers compared with the same period last year. The scores follow the introduc-


tion of several additional passenger services across Heathrow, including a new personal shopping lounge and Harry Potter shop in Terminal 5, which had its best passenger satisfaction score performance and was voted best airport terminal in the world in the Skytrax World Airport Awards, for the fifth year running. Heathrow provides a great


opportunity for Scottish companies to sample products with international travellers. For example, during December, the Tomatin Distill- ery took part in British Airways’ Christmas Whisky Festival, providing passengers with the chance to sample an exclusive selection from their duty-free range. Gold Executive Club and First Class lounge passengers at terminals three and five and the T5 Concorde lounge had first taste of the distillers’ new duty-free range. “Travel-retail is a priority market


for us over the next few years so the festival is a great opportunity to get the brand in front of audiences at the departure gates,” said Tomatin sales director Stephen Bremner. “Most


customers will have an average dwell time of around 90 minutes which gives us time to promote the brand story to a captive audience. “Single Malt is a very competitive


market within travel-retail so we have developed a range that stands out from the crowd and includes age statement expressions to offer some- thing different to many of our com- petitors. We’ve had encouraging sales from Belgium and the Nordics so far and we now have our sights firmly set on the UK duty-free market.” Overall, 2016 proved a highlight


year for Heathrow. It celebrated 70 years of history as ‘Britain’s front door’, welcoming a record 76 million passengers alongside 1.5 million tonnes of cargo travelling through the UK’s hub. Larger, quieter and more efficient aircraft continued to be a driver for growth in passenger vol- umes at Heathrow. In 2016, around 40 per cent of Heathrow’s long haul passengers travelled on cleaner and quieter new generation aircraft, such as Airbus A380s, A350s and Boeing 787 Dreamliners – up from around 25 per cent in 2015 and helping to reduce the airport’s impact on local communities. In a major boost for the economy,


the Government announced its sup- port for a new runway at Heathrow – the first full-length runway in the south east since the second world war. The Government will begin con- sulting on a national policy statement early this month. Heathrow chief executive John


Holland-Kaye said: “Heathrow celebrated 70 years as the country’s front door in 2016 and I’m proud that we were able to end this year on such a high note. Whether it was welcom- ing back a triumphant Team GB from Rio or giving that special Heathrow service to a record number of pas- sengers, increasing Britain’s trade with the rest of the world or securing Government support for expansion – Heathrow is Britain’s airport and we will continue to help all of our country thrive for decades to come.”


Working together with Scotland


Businesses and families stand to reap significant economic benefits over the next 20 years


BY WILLIAM PEAKIN


Jim Walker is in Cologne this week, and he’s thinking about Christmas. “This is a really busy time of the year for us,” said the managing director of Walkers Shortbread. “We work a year ahead and all our large customers are looking now at products for Decem- ber.” Walker is at ISM, the world’s largest


trade fair for sweets and snacks involv- ing 1,650 suppliers from 68 countries attracting more than 38,000 trade visitors from 150 countries. ISM and the Winter Fancy Food Show in San


Francisco are both key events for the company: “We are always there; it’s such a great way to see your customers in a short space of time,” he said. Established in 1898, Walkers is


run by the grandchildren and great grandchildren of the founder. A unique combination of provenance quality, presentation and variety, coupled with a programme of continued innova- tion, has enabled Walkers to grow consistently over the last 40 years. The largest family run UK biscuit manufac- turer, it is the only major shortbread manufacturer which is still indepen- dent. Walkers employs more than 1,700


people at peak times at six factories in Speyside and its products are now distributed in over 90 countries, through a network of quality distribu- tors. With approximately 40 per cent of its products exported, the brand has the highest export percentage in the


UK biscuit industry and is Scotland’s leading branded food in the export market. In 2010 Walkers won its fourth Queen’s Award to Industry for Export Achievement, making it the only food manufacturer to have won the award this many times. Walkers products are all packaged


in a traditional Scottish image that has become iconic. The famous painting of Bonnie Prince Charlie’s Farewell to Flora MacDonald has been part of Walkers logo for approximately 50 years and Walkers shortbread market the widest range of shortbread tins and cartons in the world. Distribution is mainly by land and sea freight, but for Walkers Heathrow is vital. “It has always been important,”


said Walker. “We use it to courier emergency orders, samples, testing products and prototypes. Our people use Heathrow to travel overseas, sourcing and selling products, and our


A unique combination of quality and innovation, has enabled Walkers to grow consistently over the last 40 years


2 February 2017


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