"Heathrow has a long held vision to be amongst the best airports in the world. This will be achieved through a combination of sustained capital investment (in projects such as Terminal 5, Virgin's new facilities in Terminal 3 and Heathrow East) and improvements in our day-to-day operational performance.

If we are to be succesful we need to build a business which provides a predictably good experience for passengers. Not just some days, but 365 days a year. This is the hugely important job that all of us who work at the airport have and one I am committed to.

It is true that we are now operating in a different market due to a number of external factors (such as our change of ownership, the global terror threat and the issue of climate change). These things will require us to be more commercial (delivering value for money and great service); work as a team (both inside BAA but also with our business partners); and focus on performance."

Download Mark Bullock's biography (51KB PDF)

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