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WelcomeBecky IversPeople Director - Expansion

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The Magic of Mojo

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To give passengers the best airport service in the world

Our vision

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Our formula to succeed

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Mojo

Paula Stannett

British Military Fitness Race the Plane Competitions

DofE Midnight Marathon 5-a-side football

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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

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Reward

Strategy

Competitive yet Unique

Flexible

Valued

Fair & Trusted

The DEAL

Celebrating Success

Reward strategy

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Heathrow Star Scheme

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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

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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

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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

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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

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‘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

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Thank You