Customer Survey Services Tender

Customer Survey Services Tender

Heathrow Passenger Ambassador Services. As part of this we are currently undertaking the latest review and articulation of what ‘good’ and ‘excellent’ service looks like at our airport.

UK-Hounslow: customer survey services

2012/S 158-264488

Periodic indicative notice – utilities


Directive 2004/17/EC
This notice is a call for competition: no
This notice aims at reducing time-limits for receipt of tenders: no

Section I: Contracting entity

I.1)Name, addresses and contact point(s)

Heathrow Airport Limited
The Compass Centre – Procurement, West Wing 2nd Floor – Nelson Road
Contact point(s): All communication regading this PIN should be directed via
TW6 2GW Hounslow

Internet address(es):

General address of the contracting entity:

Address of the buyer profile:

Further information can be obtained from: The above mentioned contact point(s)

I.2)Main activity

Airport-related activities
I.3)Contract award on behalf of other contracting entities

The contracting entity is purchasing on behalf of other contracting entities: no

Section II: Object of the contract

II.1)Title attributed to the contract by the contracting entity:

Heathrow Passenger Ambassador Services.
II.2)Type of contract

Service category No 11: Management consulting services [6] and related services
II.3)Short description of the contract or purchase(s):

Heathrow provides face-to-face customer service as passengers arrive and depart at our airport.
At Heathrow we are seeking to enhance our service proposition and reflect the diverse needs of our discerning passengers, with multi-lingual services matched to our variable flight schedules and world-wide destinations and cultures. As part of this we are currently undertaking the latest review and articulation of what ‘good’ and ‘excellent’ service looks like at our airport. We are defining a ‘Service Standard’ – a blueprint for Heathrow service that we will expect our suppliers to deliver within the core framework of this new, unified proposition.
We are looking to develop our service and passenger interactions through partnering with motivated, dynamic and innovative suppliers who are keen to meet and help develop our Service Standard through experience, commitment and innovative thinking. Should you be interested in responding to this opportunity please log on to for further information regarding this notice.

II.4)Common procurement vocabulary (CPV)

79342310, 79342320

II.5)Scheduled date for start of award procedures and duration of the contract
II.6)Estimated cost and main terms of financing
II.6.1)Initial estimated cost
II.6.2)Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them:
II.7)Information about Government Procurement Agreement (GPA)
II.8)Additional information:

Registering interest. Interested suppliers are required to submit the information requested by uploading responses to as follows: Instructions for registering interest. Interested suppliers must register their company and contact profile by clicking on the link for this notice on the “Business Opportunities” menu of the web site and by following the instructions below: First, interested suppliers who are not already registered on TenderSmart must register their company profile via “Supplier Zone > New Supplier” menu. Suppliers already registered on TenderSmart can go direct to the second step. Second, all interested suppliers must access this Notice via the “Business Opportunities” menu to express interest by following the online instructions and uploading the requested information before the indicated deadline (see Section IV paragraph 3.4). Further information. To evaluate their suitability, interested suppliers, when responding to this notice are requested to provide information which demonstrates their ability to comply with the award criteria. (Failure to do so will result in their request being rejected). BAA does not bind itself to accept any proposal. In evaluating their suitability, suppliers may be further requested to provide to BAA additional information e.g.further written submissions, presentations, reference visits/inquiries and/or attend an interview. As documentation associated with this process will be made available and exchanged via interested suppliers are required to register on the site. Please refer to site for terms and conditions.

Please ensure responses are concise and overall less than 10MB. Your document should be uploaded as a single PDF document on to For further information on registration or other aspects of TenderSmart please contact: Frédéric Garat:; +33 141900430. BAA reserves the right to disqualify any candidate who provides information or confirmation which later proves to be untrue or incorrect or does not supply information when requested.

Section IV: Procedure and administrative information

IV.1)File reference number attributed by the contracting entity:


Section VI: Complementary information

VI.1)Information about European Union funds

The contract is related to a project and/or programme financed by European Union funds: no
VI.2)Additional information:

The closing date for obtaining documents and submitting a response to this notice is 30.8.2012 at 16:00pm (CET).
For further information and supporting RFI please refer to

VI.3)Estimated total value of supplies or services contract(s)

Lowest offer 25 000 000,00 and highest offer 40 000 000,00 GBP
Excluding VAT

VI.4)Date of dispatch of this notice:15.8.2012