Post on 19-Jul-2020
September 2016
2016 Heathrow Investor EventsService Transformation
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Our vision focuses on passenger service
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Visit us: www.heathrow.com/company/investor-centre
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Q206
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Visit us: www.heathrow.com/company/investor-centre
We are getting better…targeting Gulf airport service levels
Quarterly ASQ overall passenger satisfaction
Q4 2006 – Q2 2016
63%
78% 80% 81%
50%
60%
70%
80%
90%
2007 2015 H1 2015 H1 2016
Departures
within 15 minutes of schedule
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17 17 13
0
10
20
30
40
50
2007 2015 H1 2015 H1 2016
Baggage performance
misconnect rate per 1,000 passengers
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Heathrow - Best Airport in Western
Europe
2015, 2016
Heathrow – World’s Best Airport
Shopping
2010, 2011, 2012, 2013, 2014, 2015, 2016
Terminal 5 – World’s Best Airport
Terminal
2012, 2013, 2014, 2015, 2016
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Rapidly improving service widely recognised externally
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Better facilities
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• £11 billion invested since 2004
• Terminal 2 opened in June 2014
• 2/3rds of passengers use new terminals
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Better and more automated systems
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• World’s largest integrated baggage system
• Terminal 3 integrated baggage facility fully
operational in 2016
• Baggage misconnects decreased from
19/1,000 in 2014 to 13/1,000 in H1 2016
• Terminal 5 baggage recovery facility
• New hold baggage screening by 2018
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Better processes
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• Airport Operations Centre (APOC)
improves flow and reduces delay across
end to end journey
• Consolidated 27 separate control rooms
• Controlling flow, matching capacity with
demand
• Better punctuality
– 2016: 81%
– 2007: 63%
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Better retail propositions
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• Terminal 5 luxury redevelopment
• Terminal 5 World Duty Free expansion
• Terminal 4 retail clusters & experiential sites
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Better passenger services
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• 82% of passengers rate Heathrow
experience ‘Excellent’ or ‘Very Good’
• Soft initiatives complement facilities e.g.
Mr Adventure, kids play areas, kids eat
free enhance the family experience
• Retail and experience linked (Reach
team, languages, personal shoppers)
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Better airfield resilience
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• World’s first time based separation improves
aircraft arrivals rate in windy weather
• Enhanced instrument landing systems
enabling up to 6 extra arrivals per hour in
low visibility
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Better security experience
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• New lanes increase Terminal 5’s daily
security processing by 9,000 passengers
• New escalators enhance transfer flows
• Parallel loading
• Differentiated security services for different
passenger segments (e.g. fast track, family)
• Security cost per departing passenger
decreased from £5.6 in 2013 to £4.8 in 2015
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We are working on the next phase in Heathrow’s
transformation journey…
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Passengers choose to fly through Heathrow now and in the future, through…
To give passengers the best airport service in the world, we will…
Inspire Heathrow to be the world’s most passenger centric airport, so that..
Heathrow
vision
Programme
purpose
Programme
capabilities
Programme
benefits
That is mapped
and applied
across all
passenger
journeys…
A unique and
differentiated
service style…
That is lived by
all our
colleagues
every day…
And shared by
all our partners
in Team
Heathrow.
Transforming Heathrow through Service
Based on better understanding our customers
Journey mapping insights
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Working with a better coordinated Team Heathrow
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eVisit us: www.heathrow.com/company/investor-centre
Developing the airport of the future
Seamless, consistent passenger centred
service
Maximising digital, self-service and automation
Passenger Choice and Control
Friendly, proactive personal service when
required
Excellent customer recovery
Unique and differentiated – done ‘the Heathrow way’
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Visit us: www.heathrow.com/company/investor-centre