The president of Dubai’s Emirates Airline Sir Tim Clark has criticised Heathrow Airport, saying parts of it resemble a “dilapidated Second World War airport,” according to a report by The Times UK.
Sir Tim singled out the experience for passengers in Terminal 3, which is used by Emirates.
He said “travelling from Terminal 3 is a dismal experience” and the building needs reconfiguring to improve the customer journey.
“I was at Heathrow the other day and walking out of our lounge the ceiling height is awful. It looks like a utilitarian structure, post-Second World War. It is just not good enough,” Sir Tim said.
He wants Terminal 3 to be redesigned, with the plaza size reduced to allow more room for security and check-in, the report said.
Sir Tim also said Heathrow is “seriously lagging behind” other major airports in terms of its customer experience.
“It’s an old airport. I’m afraid it’s very difficult. You need to open up the whole terminal. Where we are based, new airports are being built employing the latest technologies to streamline the process of all the customer-facing elements. That is not the case at Heathrow,” he said.
“Every pound we want to spend on improving airport facilities needs approval from our regulator” but insisted £3.6 billion will still be invested in upgrades over the next three years, Heathrow said, adding that the airport will “continue to invest and to work with our airline partners to build an airport fit for the future.”
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