Classification: Internal
WelcomeBecky IversPeople Director - Expansion
Classification: Internal
The Magic of Mojo
Classification: Internal
To give passengers the best airport service in the world
Our vision
Classification: Internal
Our formula to succeed
Classification: Internal
Mojo
Paula Stannett
British Military Fitness Race the Plane Competitions
DofE Midnight Marathon 5-a-side football
Classification: Internal
Best Companies
Paula Stannett
Our people vision is to make Heathrow a Great Place to Work
…recognised through the Best Companies accreditation we aim to be a top 10 employer in the Times Best big company list by 2020
Classification: Internal
Reward
Strategy
Competitive yet Unique
Flexible
Valued
Fair & Trusted
The DEAL
Celebrating Success
Reward strategy
Classification: Internal
Classification: Internal
Heathrow Star Scheme
Classification: Internal
84%82%
68%
64%
61%
57%
35%
40%
45%
50%
55%
60%
65%
70%
75%
80%
85%
2012 2013 2014 2015 2016
Source: Pulse Survey 2016
Colleague Engagement at its strongest level ever
Classification: Internal
73%82%
2012 2016
77.9% 78.7%
2012 2016
98.5% 98.6%
2012 2016
ASQ: % rating LHR ‘Excellent’ or ‘Very Good’
Departure PunctualityBaggage connect rate
Happy passengers… …on time…travelling with their bags…
Underpinned by a strong operational performance
Classification: Internal
MeasureMeasure 2013 2014 2015 2016 2017
Passengers (m) 72.3 73.4 75.0 75.7 75.0
Aero per pax (£) 20.83 22.94 22.67 22.45 21.87
Retail income per pax (£) 6.88 7.13 7.58 8.09 8.39
FTE (incl. overtime) 6,499 6,674 6,280 6,241 6,316
Opex per pax (£) (14.58) (15.31) (15.48) (14.87) (14.85)
EBITDA (£m) 1,421 1,568 1,605 1,682 1,660
Heathrow Financial Trends
Classification: Internal
4.19
3.20
3.30
3.40
3.50
3.60
3.70
3.80
3.90
4.00
4.10
4.20
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
Q316
Q416
Heathrow Airport Service Quality Score
Business Traveller Awards 2017
• Best Airport for Tax-Free Shopping
ACI EUROPE Airport Awards
• 2017 Winner for HR Excellence
National Engagement Awards 2017
• Employee Engagement Enterprise
Company of the Year
Frontier Awards 2017
• Airport Operator of the Year
Best use of Facebook
Best Twitter Feed
Best use of Social & Digital media
Heathrow - Best Airport in Western Europe2015, 2016, 2017
Heathrow – World’s Best Airport Shopping2010, 2011, 2012, 2013, 2014, 2015, 2016, 2017
Terminal 5 – World’s Best Airport Terminal
2012, 2013, 2014, 2015, 2016
Heathrow – World’s Top 10 Airports
2013, 2014, 2015, 2016, 2017
Passenger Experience - Heathrow is changing
Classification: Internal
‘One to watch’ Best Company
Best Hub Airport in Western Europe
Sunday Times Top 30 Best Big Company To Work For
HRD Awards 2017Increase In colleague
engagement since 2015
9%Highest fair deal score Best Big Companies To Work for 2017
8th
Our proudest achievements
And…
Low colleague turnover
Absence reduction
Reduction in tribunals
Increase in Heathrow Star nominations
1
2
3
4
Classification: Internal
Classification: Internal
Thank You