Hotel, restaurant and retail trade services

Tender description

Since launching in 2013, the award-winning Heathrow Rewards loyalty programme has grown to become the world’s largest airport loyalty programme with over 2 000 000 members and has established itself as the primary relationship mechanic for Heathrow’s most frequent travellers. With members spending 3 times more per visit than the average Heathrow buyer, and this figure continuing to grow, the programme has demonstrated its effectiveness in driving incremental revenue for Heathrow’s Commercial division (encompassing Retail, Official Heathrow Parking, Airline Business Development, Property and the Heathrow Express rail operation). Additionally, 2015 member research evidences the positive impact the programme has amongst members when rating their opinion of the airport and their experience when travelling through it, and the scheme, together with Heathrow's single customer view system and consolidated contact centre operation, is a key foundation of Heathrow’s customer relationship marketing operations, providing personalised and relevant communications to one of the UK’s largest direct-customer databases. This Request for Information (RFI) has been released in order to explore current new loyalty card and system technology and added-value service options that could be available to Heathrow and it’s passengers in 2018 — keeping Heathrow at the forefront of the marketplace and enabling us to realise our vision of delivering the best airport service in the world to passengers. We are keen to hear from suppliers about their capability to supply services of the nature indicated and understand the capacity present in the market place to meet this potential requirement.