Heathrow is the UK’s hub airport which connected 65 million passengers in 2022 to over 180 destinations across the globe. Heathrow has offered VIP services to premium customers for over 20 years, first as a diplomatic service before evolving into a commercial offering about a decade ago. Heathrow VIP aims to provide a luxury ‘door to door’ experience, from a guest's doorstep right up to their aircraft.
Learn a little more about our latest Walpole Member, Heathrow VIP, in our interview with Heathrow Retail Director, Fraser Brown.
Walpole: Tell us about the history of your brand...
Fraser Brown: Heathrow opened in 1946 with the first flight departing to Buenos Aires, Argentina. After that passenger numbers rapidly increased, peaking at over 80 million passengers travelling through Heathrow in 2019. Today, Heathrow is known for being at the centre of the UK’s connectivity, flying to over 235 destinations across the globe.
Heathrow VIP has operated for over 20 years, first as a diplomatic service before evolving into a commercial and a private luxury service in the last decade.
What is your brand best known for?
I feel that Heathrow is at the heart of modern Britain. From the Beatles arriving back to the UK in 1964, Concorde’s inaugural flight in 1976, to President Biden arriving in Air Force One in 2021, Heathrow has seen it all. In terms of our premium offering, Heathrow VIP is known for offering a seamless and personalised experience, unique to the needs of our individual guests. The airport is not only an important part of British culture, but integral to the country’s economy. As the largest port by value in the UK, Heathrow facilitates Britain’s biggest brands to trade internationally.
What has been a significant achievement in your company’s timeline?
With our 75 year history, there have been so many significant achievements, but a few spring to mind. In 2008, Terminal 5 – containing the Windsor Suite where Heathrow’s VIP service is based – were opened by Queen Elizabeth II. This has gone from strength to strength, with a record number of our guests passing through the Windsor suite in 2022.
Heathrow’s role in supporting the London 2012 Olympics has also got to be mentioned as a temporary terminal was built specifically for the games to accommodate the arriving athletes and their teams. This was no small undertaking!
Why do you love the brand?
There is a magic to working at Heathrow, watching the Love Actually reunions in the arrivals hall, seeing people’s excitement at travelling the world for the first time. Almost everyone I meet has a ‘Heathrow story’ to share. Heathrow VIP specifically is a growing part of the business and I take pride in hearing how our global client base value the service it offers.
Why does your brand represent the very best in British luxury?
Heathrow is currently the busiest airport in Europe and serves as the entrance and exit to ‘Global Britain' – it's the first impression someone has arriving into the country and the last before they leave. There are over 350 retail and food and beverage outlets operating across four terminals, including a personal shopper offering available from the comfort of Heathrow VIP, giving our guests access to a wide range of the most desired luxury British and international brands, from Burberry and Rolex to famous high street brands.
What attracted you to becoming a Walpole Member?
It felt like a natural fit as we have already had many successful partnerships with existing Walpole Members including Burberry, Smythson and Fortnum & Mason. We know many of our passengers who use luxury services at Heathrow will also be customers of other Walpole Members, so we are looking forward to sharing knowledge and stimulating new business partnerships through our membership.
If you could collaborate with another Walpole member, which one would you choose?
There’s too many to choose from! We’ve had the great privilege to work with so many members already from fashion to culture, food and beverages to hospitality. However, we are keen to work with prestigious partners who can add a unique twist to our VIP experience in all aspects of the service, which offers a touch of luxury.
Tell us about an exciting development or new launch for your brand in the coming months?
The Windsor Suite, our premier VIP facility is undergoing a refit later this year and we are thrilled to be working with fellow Walpole Member, interior design studio Oliver Burns. Watch this space!