Who We Are
The Heathrow Passenger Forum (HPF) monitors the end-to-end passenger experience at Heathrow Airport - from arrival at the airport via ground transportation (bus, train, tube, car, taxi, Uber) to departure by aircraft, as well as the reverse journey and also the journey of passengers who only connect through the airport.
The HPF is comprised of independent members who represent a broad range of passengers along with a representative from each of the following organisations: ABTA, the Business Travel Association, and the Airline Operators Committee.
It considers any issue at Heathrow Airport that would impact passengers and reports its conclusions and recommendations to CISHA and the airport.
The HPF does this in four ways:
Monitoring the procedures and facilities available to passengers and making recommendations for their improvement to Heathrow Airport.
Holding quarterly meetings to receive briefings and opinions from Heathrow Airport stakeholders and external experts and using the outcomes and insights to make recommendations to CISHA and the airport.
Providing a passenger perspective on airport developments.
Contributing to government and CAA consultations that impact the Heathrow passenger.
Our Values
Independent - We are free to challenge and support where evidence demands.
Passenger-Focused - Every discussion begins with the passenger.
Constructive - We believe collaboration delivers better outcomes.
Evidence-Led - Recommendations are based on insight and experience.
Inclusive - Every passenger matters.
Future-Focused - Today's decisions help shape tomorrow's airport.
