Passengers are an important part of the Heathrow Community. They are represented on the Heathrow Community Engagement Board through the Passenger Services Group (PSG). The PSG has one, simple objective, to consider on their own initiative, or by the direction of the HCEB, any issue in connection with Heathrow Airport that would improve the passenger experience, and to report their conclusions and recommendations to HCEB.

The group do this in three ways; 

  1. Monitoring the procedures and facilities available to passengers and to make recommendations for their improvement to Heathrow Airport.

  2. Using quarterly meetings to receive briefings and opinions from Heathrow Airport stakeholders and internal (Heathrow) and external experts and use the outcomes and insights to make recommendations to the HCEB and the airport.

  3. Providing a passenger perspective on airport developments, particularly at the design stage.


The Passenger Services Group comprises of between 6 – 8 independent members who cover a broad range of airport passengers (the Chair is drawn from this part of the membership) along with a representative from each of the following organisations Which magazine, ABTA, the GTMC and the Airline Operators Committee.

You can contact the PSG by emailing or by calling 020 3488 0290.