Heathrow Airport Limited’s (HAL) performance is under scrutiny following recent development proposals, according to the International Air Transport Association (IATA). The association highlighted ongoing concerns with HAL’s management and service delivery.
“HAL’s performance should give pause for concern and careful scrutiny. It regularly fails to meet agreed service level standards. The March closure of the airport was an embarrassment on the global stage that leaves little room for confidence in the airport’s management. HAL’s joy in being the world’s second most expensive airport proves that it cares little about its customers—be they airlines or travelers. And HAL’s self-promoting suggestion that its proposal is somehow superior from the get-go because it may have a head-start in the planning process willfully ignores the true priorities of the UK, airlines and travelers,” said Willie Walsh, IATA’s Director General.
IATA noted that previous investments at Heathrow have not met expectations for both passengers and airlines. The association emphasized that any future expansion must focus on efficiency across costs, operations, and customer experience.