the development of gatwick connect
TRANSCRIPT
Commercial Development,
Concessions, Retail & Media
Chris Baldwin, Product Lead
London Gatwick Airport
GATWICK OVERVIEW: DESTINATIONS AND PASSENGER NUMBERS
Market Share
2011-Q3
Market Share
2014-Q3
30.2% 31.7%
52.2% 51.2%
15.7% 14.8%
31.733.8 34.2 35.9
38.6 40.0
2010/11 2011/12 2012/13 2013/14 2014/15 2015/16
London airport market share Gatwick passenger numbers (millions)
SERVING MORE DESTINATIONS THAN ANY OTHER LONDON AIRPORT
Most efficient single runway in the world
One in five pax now travelling on business
DESTINATIONS GATWICK HEATHROW STANSTED
Domestic 11 7 7
Short Haul 147 80 156
Long Haul 45 83 0
Total 203 170 163
A CHANGING MIX OF AIRLINE MODELS AT LONDON GATWICK
23.1%
19.5%
18.5%
16.3%
13.9%
13.1%
11.2%
44.2%
39.2%
36.7%
35.9%
37.2%
36.0%
33.9%
32.6%
41.3%
44.8%
47.8%
48.9%
50.9%
54.9%
2008
2009
2010
2011
2012
2013
2014
Charter Full Service Low Cost
EVOLUTION OF LOW COST CARRIERS: EASYJET CASE STUDY
1995 – easyJet launches
2006 – Introduction of
speedy boarding
2007 – easyJet in
GDS
2010 – Launch of
flexible fares
2012 – Allocated
seating introduced
2014 –12m business
passenger milestone
2015 – Second cabin bag
for easyJet Plus or Flexi
fare passenger
INVESTMENT-LED TRANSFORMATION OF GATWICK
84.1
63.4
90.8
123.5
211.6
232.2239.2
226.7
209.7
0
50
100
150
200
250
300
2006 2007 2008 2009 2010 2011 2012 2013 2014
Inve
stm
en
t (£
m)
Capital investment spend (£m)
TRANSFORMING SURFACE ACCESS
30 minutes to Central London
New station in 2020, and trains to
central London every 2.5 minutes
by 2025
TRANSFORMING THE DEPARTURE AND IMMIGRATION PROCESS
98% of passengers get through
security in under three minutes
E-gates offering self-service
approach
UNDERSTANDING OUR PASSENGER REQUIREMENTS
New gate rooms, work boxes
and charging points
A CHANGE IN BOOKING BEHAVIOUR
A new booking pattern has emerged
Driven by flight meta search engines such as Skyscanner
Pax benefits: Airline choice, price, flexibility
A new breed of ‘self connectors’
THE SITUATION
1 Million
SELF CONNECTIONS
AIRLINE A
ORIGIN
AIRLINE B
DESTINATION
HOW TO ENGAGE THESE PASSENGERS
Make it easier and quicker for passengers to facilitate self-connections
Engage both low cost and full service carriers
Passenger benefits: Airline choice, price, flexibility
THE SOLUTION: GATWICK CONNECT
A free service for passengers transiting through the airport and self-
connecting onto another flight
Managing flight connections on behalf of the passenger – issuing of
boarding passes and checking in of luggage
Passengers bypass check-in and head straight through security to catch
their onward flight
Applies to all pax transferring between flights on airlines within the same
terminal or between terminals on non-interline bookings
SELF HUB PROCESS
CONNECT PROCESS
HOW IT WORKS?
Passengers reclaim their bags and visit the Gatwick Connect desk
(Located in the baggage area of the airport)
A Gatwick Connect host will re-tag the bag and issue them
their boarding pass for their next outbound flight
Gatwick Connect porters will transport the
luggage to a dedicated drop off point
The Gatwick Connect porter will load the bags
into the baggage system
Passengers make their way through security
(without their bags) and relax airside before their flight
DELIVERING A FREE AND RELIABLE SERVICE
Gatwick Connect is available in all four of our arrivals halls:
PASSENGER TESTIMONIALS
“Wonderful idea,
saved us lots of
hassle. Would
convince us to use
Gatwick again!”
“”Staff could not have been
more helpful - the ease
made our connection much
less stressful and much
more comfortable!“
“We have been
treated like VIPs
today. Excellent"
"Terrific service,
minimises hassle of
transfer, will definitely
recommend to friends“
“Excellent and
convenient service
when airlines do not
offer it themselves”
WHAT ARE THE BENEFITS?
Traveller’s choice – flexibility, airline options, speed/efficiency
Passenger experience: Saves time, worry, hassle
Airline benefits: works with LCC business models: Allows FSCs to benefit
from increased connectivity
Free for airlines. Free for passengers
Win, Win, Win