The move comes just weeks after passengers voted Heathrow terminals 1, 2, 3 and 4 as the worst places from which to travel in a Which? Holiday magazine survey.
BAA Commercial has handed Mischief a six-figure 12-month contract to handle consumer, trade and corporate comms.
Mischief MD Mitchell Kaye said as well as educating consumers about airport shops, bars and restaurants, ‘we will educate consumers on what BAA is doing as a business to improve customer experience, for example, how they are reducing queue times’.
Kaye will report to BAA head of commercial comms Cat Jordan.