Capgemini, an IT and technology consultancy, has recently announced a new four-year contract with Heathrow Airport, the main international airport serving London. The agreement aims to further improve the airport’s customer experience by leveraging advanced digital technologies and personalised solutions.
In the wake of the pandemic, the demand for airline travel is on the rise, with Heathrow Airport handling approximately 61.6 million passengers in 2022. With this steady growth, the role of technology experts in maintaining the smooth operations of the airport’s digital systems has become increasingly crucial. As such, Capgemini has been a key partner of Heathrow for over a decade, and in 2021, they embarked on a digital transformation initiative, which involved the automation of complex airport operational systems to next-generation cloud technologies.
Building on the success of their previous collaboration, Capgemini has now secured an extension of their contract, solidifying their engagement with Heathrow until 2027. Under this new agreement, Capgemini will continue to work closely with Heathrow to create a tailored airport experience for passengers, by introducing a supplier marketplace and a platform called ‘One Heathrow’, aimed at enhancing connectivity between passengers and suppliers.
Bill Twibill, the vice president for travel and transportation at Capgemini, emphasized the importance of agility in their partnership with Heathrow, stating, “By adopting a collaborative, agile delivery model, we were able to work together to pivot rapidly when required and continue to deliver results that matter most to Heathrow.”
In addition to their existing scope of work, Capgemini will also collaborate with Salesforce to introduce a higher level of personalisation to the passenger experience. By harnessing the capabilities of Salesforce Data Cloud and Marketing Cloud, they aim to maximise customer data and analytics, while also supporting the re-launch of Heathrow’s VIP service, providing tailor-made solutions for high-profile travellers.
Bob Stickland, the head of technology, commercial, and digital platforms at Heathrow, praised Capgemini’s commitment to enhancing passenger experience, stating, “Capgemini has demonstrated over the past decade that it understands and is committed to our vision of providing the best experience for passengers travelling through our airport, while also being able to overcome challenges and deliver true technological change.”
Capgemini’s expertise in digital, business intelligence, cloud, and cyber-security has earned them platinum ratings in the 2023 industry rankings by Consultancy.UK, further solidifying their position as a leader in the industry.
Overall, Capgemini’s new four-year deal with Heathrow Airport is set to play a pivotal role in elevating the airport’s digital capabilities and offering a truly personalised experience for passengers. This partnership is a testament to the importance of leveraging innovative technologies to meet the evolving needs of the aviation industry and enhance the overall travel experience for millions of passengers.
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