2016 heathrow investor events · 4.16 3.20 3.30 3.40 3.50 3.60 3.70 3.80 3.90 4.00 4.10 4.20 q2 06...

September 2016

2016 Heathrow Investor EventsService Transformation

=

Our vision focuses on passenger service

2

Visit us: www.heathrow.com/company/investor-centre

4.16

3.20

3.30

3.40

3.50

3.60

3.70

3.80

3.90

4.00

4.10

4.20

Q206

Q306

Q406

Q107

Q207

Q307

Q407

Q108

Q208

Q308

Q408

Q109

Q209

Q309

Q409

Q110

Q210

Q310

Q410

Q111

Q211

Q311

Q411

Q112

Q212

Q312

Q412

Q113

Q213

Q313

Q413

Q114

Q214

Q314

Q414

Q115

Q215

Q315

Q415

Q116

Q216


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

40

17 17 13

0

10

20

30

40

50

2007 2015 H1 2015 H1 2016

Baggage performance

misconnect rate per 1,000 passengers

3

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


Rapidly improving service widely recognised externally

4

5

Better facilities


• £11 billion invested since 2004

• Terminal 2 opened in June 2014

• 2/3rds of passengers use new terminals

6

Better and more automated systems


• 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

7

Better processes


• 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%

8

Better retail propositions


• Terminal 5 luxury redevelopment

• Terminal 5 World Duty Free expansion

• Terminal 4 retail clusters & experiential sites

9

Better passenger services


• 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)

10

Better airfield resilience


• 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

11

Better security experience


• 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

12

We are working on the next phase in Heathrow’s

transformation journey…


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

13


14

Working with a better coordinated Team Heathrow

TfL

HE

x

Cle

an

er

Ha

nd

ler

PS

A

Security

Offic

er

Re

taile

r

PS

A

Ha

nd

ler

Airlin

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’

15


2016 heathrow investor events · 4.16 3.20 3.30 3.40 3.50 3.60 3.70 3.80 3.90 4.00 4.10 4.20 q2 06...

Documents