MONTHLYPERFORMANCEREPORTSEPTEMBER 2016
gatwickairport.com/performance
CONTENTSCore Service Standards
Airline Service Standards
PRM Service and Notification
On-time Performance
ACI Airport Service Quality Ranking
At Gatwick we are committed to ensuring all areas of our business live up to the expectations of our passengers, our partners and our regulator. As part of this commitment we publish monthly reports which we have now brought together into one easy to follow report.
You can view or download these reports at any time at gatwickairport.com/performance
If you have any comments or feedback to help us improve please send them [email protected]
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CORE SERVICE STANDARDSSEPTEMBER 2016
Measures defined and targets set in agreement with the airlines and endorsed by the CAA.Average score measured over the last 12 months.
departure loungeseating availabilityEase of finding a seatResults from our passenger surveysMeasured as a score from 1-55 = Excellent 1 = Extremely Poor
airportcleanlinessOverall cleanliness of the terminalResults from our passenger surveysMeasured as a score from 1-55 = Excellent 1 = Extremely Poor
NORTHTERMINAL
NORTHTERMINAL
Target
3.80
Target
4.00
Target
3.80
Target
4.00
Average score
4.11
Average score
4.03
Average score
4.01
Average score
4.14
Sept 2016
4.09
Sept 2016
4.05
Sept 2016
3.93
Sept 2016
4.14
SOUTHTERMINAL
SOUTHTERMINAL
3
CORE SERVICE STANDARDSSEPTEMBER 2016
airportwayfindingEase of finding your way around our airportResults from our passenger surveysMeasured as a score from 1-55 = Excellent 1 = Extremely Poor
airportflight informationAccuracy and ease of finding flight informationResults from our passenger surveysMeasured as a score from 1-55 = Excellent 1 = Extremely Poor
NORTHTERMINAL
NORTHTERMINAL
Target
4.10
Target
4.20
Target
4.10
Target
4.20
Average score
4.12
Average score
4.37
Average score
4.24
Average score
4.43
Sept 2016
4.12
Sept 2016
4.36
Sept 2016
4.25
Sept 2016
4.46
SOUTHTERMINAL
SOUTHTERMINAL
Measures defined and targets set in agreement with the airlines and endorsed by the CAA.Average score measured over the last 12 months. 4
CORE SERVICE STANDARDSSEPTEMBER 2016
waiting time atcentral security search Percentage of time when passengers queued for 5 minutes or lessThe waiting time is the delay imposed by the queue for security including ticket presentation and facial capture, up to the point that the passenger reaches the security roller bed.
waiting time atcentral security search Percentage of time when passengers queued for 15 minutes or lessThe waiting time is the delay imposed by the queue for security including ticket presentation and facial capture, up to the point that the passenger reaches the security roller bed.
NORTHTERMINAL
NORTHTERMINAL
Target
95.00%
Target
98.00%
Target
95.00%
Target
98.00%
Sept 2016
96.96%
Sept 2016
100%
Sept 2016
95.88%
Sept 2016
100%
SOUTHTERMINAL
SOUTHTERMINAL
Measures defined and targets set in agreement with the airlines and endorsed by the CAA.Average score measured over the last 12 months. 5
Average score
93.89%
Average score
99.41%
Average score
94.50%
Average score
99.73%
CORE SERVICE STANDARDSSEPTEMBER 2016
waiting time atcentral security search Instance where a single queue is measured at 30 minutes or moreThe waiting time is the delay imposed by the queue for security including ticket presentation and facial capture, up to the point that the passenger reaches the security roller bed.
NORTHTERMINAL
Target
0Target
0
Sept 2016
0Sept 2016
0SOUTHTERMINAL
Measures defined and targets set in agreement with the airlines and endorsed by the CAA.Average score measured over the last 12 months.
flight connectionssecurity search Percentage of time when passengers queued for 10 minutes or lessThis measure applies to 95% of core hours.
NORTHTERMINAL
Target
95.00%Target
95.00%
Sept 2016
99.17%Sept 2016
99.27%SOUTHTERMINAL
6
Average score
0.00
Average score
98.55%
Average score
0.00
Average score
98.59%
CORE SERVICE STANDARDSSEPTEMBER 2016
Measures defined and targets set in agreement with the airlines and endorsed by the CAA.Average score measured over the last 12 months.
staffsecurity search Percentage of time when staff queued for 5 minutes or lessThis measure applies to 95% of core hours. North Terminal Staff performance calculated as average performance of both search areas.
NORTHTERMINAL
Target
95.00%Target
95.00%SOUTHTERMINAL
external control postssecurity searchPercentage of time when queue time is 15 minutes or lessThis measure applies to 95% of core hours. Performance for the Northen Approach Gate.
EXTERNAL CONTROL POSTS
Target
95.00%Sept 2016
100%
7
Sept 2016
100%Sept 2016
99.71%
Average score
99.88%Average score
99.48%
Average score
99.97%
CORE SERVICE STANDARDSSEPTEMBER 2016
passenger sensitive equipmentpriority availability Availability of priority equipment including lifts, escalators and passenger conveyorsThis covers instances of equipment breakdown or unplanned maintenance affecting the availability of priority Passenger Sensitive Equipment (PSE) during core operational hours.
passenger sensitive equipmentgeneral availability Availability of general equipment including lifts, escalators and passenger conveyorsThis covers instances of equipment breakdown or unplanned maintenance affecting the availability of general Passenger Sensitive Equipment (PSE) during core operational hours.
NORTHTERMINAL
NORTHTERMINAL
Target
99.00%
Target
99.00%
Target
99.00%
Target
99.00%
Sept 2016
99.08%
Sept 2016
99.13%
Sept 2016
99.57%
Sept 2016
99.49%
SOUTHTERMINAL
SOUTHTERMINAL
Measures defined and targets set in agreement with the airlines and endorsed by the CAA.Average score measured over the last 12 months. 8
Average score
99.43%
Average score
99.55%
Average score
99.65%
Average score
99.61%
CORE SERVICE STANDARDSSEPTEMBER 2016
baggageoutbound baggage process Percentage of flights when bags are delivered to the airline ground handler 25 minutes or more before the scheduled time of departureThis is a daily event based measure, the score shown relates to the lowest daily performance
baggageoutbound baggage process Percentage of flights when bags are delivered to the airline ground handler 25 minutes or more before the scheduled time of departureThis is a monthly average measure
NORTHTERMINAL
NORTHTERMINAL
Target
97.00%
Target
99.00%
Target
97.00%
Target
99.00%
Sept 2016
99.38%
Sept 2016
99.91%
Sept 2016
99.49%
Sept 2016
99.95%
SOUTHTERMINAL
SOUTHTERMINAL
Measures defined and targets set in agreement with the airlines and endorsed by the CAA.Average score measured over the last 12 months. 9
Average score
99.94%
Average score
99.89%
CORE SERVICE STANDARDSSEPTEMBER 2016
airfieldstand availability Percentage of time when aircraft stands are availableStand availability is measured between the following agreed core hours: 00:00-11:00 and 19:00-00:00
airfieldjetty/airbridge availability Percentage of time when aircraft jetties (airbridges) are available for aircraft boarding/disembarkingJetty availability is measured between the following agreed core hours: 00:00-11:00 and 19:00-00:00
NORTHTERMINAL
NORTHTERMINAL
Target
99.00%
Target
99.00%
Target
99.00%
Target
99.00%
Sept 2016
99.81%
Sept 2016
99.91%
Sept 2016
99.74%
Sept 2016
99.82%
SOUTHTERMINAL
SOUTHTERMINAL
Measures defined and targets set in agreement with the airlines and endorsed by the CAAAverage score measured over the last 12 months. 10
Average score
99.91%
Average score
99.87%
Average score
99.86%
Average score
99.77%
CORE SERVICE STANDARDSSEPTEMBER 2016
airfieldpier service Percentage of time when stands with pier service are available as opposed to remote standsThis measure is based on the total number of passenger movements (arrivals and departures). If a passenger is able to walk into the pier, then the stand is classed as a pier served stand.
airfieldfixed electrical ground powerPercentage of time when fixed electrical ground power (FEGP) units are available for aircraftFEGP availability is measured between the following agreed core hours: 00:00-11:00 and 19:00-00:00. FEGP powers aircraft when on a stand allowing engines to be turned off.
NORTHTERMINAL
NORTHTERMINAL
Target
95.00%
Target
99.00%
Target
95.00%
Target
99.00%
Sept 2016
96.41%
Sept 2016
99.95%
Sept 2016
97.90%
Sept 2016
99.89%
SOUTHTERMINAL
SOUTHTERMINAL
Measures defined and targets set in agreement with the airlines and endorsed by the CAAAverage score measured over the last 12 months. 11
Average score
96.46%
Average score
99.91%
Average score
97.19%
Average score
99.94%
CORE SERVICE STANDARDSSEPTEMBER 2016
inter-terminal shuttleone shuttle available Percentage of time when one shuttle with a minimum of one car is availableCore hours vary dependent on agreed maintenance periods.
inter-terminal shuttletwo shuttles available Percentage of time when two shuttles with a minimum of one car each are availableCore hours vary dependent on agreed maintenance periods.
INTERTERMINAL
INTERTERMINAL
Target
99.00%
Target
97.00%
Sept 2016
99.92%
Sept 2016
99.20%
Measures defined and targets set in agreement with the airlines and endorsed by the CAAAverage score measured over the last 12 months. 12
Average score
99.88%
Average score
98.98%
CORE SERVICE STANDARDSSEPTEMBER 2016
aerodromecongestion term An event occurs which is the responsibility of the airport or its agents which causes an impact in terms of a number of aircraft movements lost or deferred
AIRPORT OVERALL
Target
0Sept 2016
1
Measures defined and targets set in agreement with the airlines and endorsed by the CAAAverage score measured over the last 12 months.
arrivalsbaggage reclaim carousels Availability of our baggage reclaim carousels for arriving flightsFor information on the arrivals baggage performance please refer to the Airline Service Standards section of this report.
NORTHTERMINAL
Target
99.00%Target
99.00%
Sept 2016
99.85%Sept 2016
99.90%SOUTHTERMINAL
13
Average score
99.76%Average score
99.82%
Average score
0
AIRLINE SERVICE STANDARDSSEPTEMBER 2016
small/medium aircraftbaggage performanceTarget time for small/medium aircraft – last bag delivered within 35 minutesTime from the ‘on-chocks’ time supplied by the airlines’ handling agents to delivery to the baggage carousel. Airlines achieving 95% or higher are considered to have met the target successfully.
AIRPORT OVERALL
SMALL/MEDIUM AIRCRAFT
Flights within target time in Sept 2016
85.86%
4076 232
1220 166
908 157
79409
233
92.00% 93.10%
80.08% 93.37%
79.63% 97.45%
53.16%97.31%
52.36%
easyJetMENZIES
VuelingAVIATOR
Airline &Handling Agent
Airline &Handling Agent
Number of flights
Number of flights
Flights withintarget time
Flights withintarget time
British AirwaysAVIATOR
Aer LingusMENZIES
NorwegianAVIATOR
RyanairAVIATOR
AurignyAIRLINE SERVICES
Thomson AirwaysAVIATOR
Turkish AirlinesAIRLINE SERVICES
AIRLINES 1-10 BY VOLUME OF FLIGHTS
79 96.20%FlybeAVIATOR
14Measures defined and targets set in agreement with the airlines. Baggage performance is measured between the following agreed core hours: 0400-2200 from May to October for both terminals, 0500-2100 between November to May for North Terminal and 0500-2200 between November to May for South Terminal.
AIRLINE SERVICE STANDARDSSEPTEMBER 2016
small/medium aircraftbaggage performanceTarget time for small/medium aircraft – last bag delivered within 35 minutes
48
55
52
78
3760
36
36
34
60
253
59
66.67%
49.09%
100%
64.10%
81.08%81.67%
69.44%
50.00%
91.18%
65.00%
71.15%
66.10%
Measures defined and targets set in agreement with the airlines. Baggage performance is measured between the following agreed core hours: 0400-2200 from May to October for both terminals, 0500-2100 between November to May for North Terminal and 0500-2200 between November to May for South Terminal.
Air DolomitiAVIATOR
Ukraine International AirlinesAVIATOR
airBalticAIRLINE SERVICES
Airline &Handling Agent
Airline &Handling Agent
Number of flights
Number of flights
Flights withintarget time
Flights withintarget time
TAP Air PortugalAVIATOR
Royal Air MarocAVIATOR
Smart WingsAVIATOR
Iberia ExpressMENZIES
All other airlines
MeridianaAVIATOR
Air Europa Líneas AéreasMENZIES
Pegasus AirlinesAVIATOR
MonarchAIRLINE SERVICES
AIRLINES 11-21 BY VOLUME OF FLIGHTS
15
AIRLINE SERVICE STANDARDSSEPTEMBER 2016
large aircraftbaggage performanceTarget time for large aircraft – last bag delivered within 50 minutesTime from the ‘on-chocks’ time supplied by the airlines’ handling agents to delivery to the baggage carousel. Airlines achieving 95% or higher are considered to have met the target successfully.
AIRPORT OVERALL
LARGE AIRCRAFT
Flights within target time in Sept 2016
92.61%
362
88
90295
81
242
86239
165
9799.45%
90.91%
97.78%89.83%
86.42%
91.74%
95.35%90.79%
89.09%
88.66%MonarchAIRLINE SERVICES
EmiratesDNATA
WestJetAIRLINE SERVICES
Airline &Handling Agent
Airline &Handling Agent
Number of flights
Number of flights
Flights withintarget time
Flights withintarget time
British AirwaysAVIATOR
Air TransatAVIATOR
Thomson AirwaysAVIATOR
Virgin AtlanticAVIATOR
VuelingAVIATOR
Thomas CookAVIATOR
NorwegianAVIATOR
AIRLINES 1-10 BY VOLUME OF FLIGHTS
16Measures defined and targets set in agreement with the airlines. Baggage performance is measured between the following agreed core hours: 0400-2200 from May to October for both terminals, 0500-2100 between November to May for North Terminal and 0500-2200 between November to May for South Terminal.
AIRLINE SERVICE STANDARDSSEPTEMBER 2016
large aircraftbaggage performanceTarget time for large aircraft – last bag delivered within 50 minutes
44
34
34
29
28
15
95.45%
100%
100%
100%
64.29%
80.00%
WOWAirAVIATOR
Airline &Handling Agent
Number of flights
Flights withintarget time
Turkish AirlinesAIRLINE SERVICES
IcelandairAVIATOR
Med-View AirlinesAVIATOR
Titan AirwaysMENZIES
Wizz AirMENZIES
Air CanadaAVIATOR
AIRLINES 11-19 BY VOLUME OF FLIGHTS
17Measures defined and targets set in agreement with the airlines. Baggage performance is measured between the following agreed core hours: 0400-2200 from May to October for both terminals, 0500-2100 between November to May for North Terminal and 0500-2200 between November to May for South Terminal.
8
5
3
87.50%
100%
100%
Tianjin AirlinesAIRLINE SERVICES
Biman Bangladesh AirlinesAVIATOR
Airline &Handling Agent
Number of flights
Flights withintarget time
Titan AirwaysMENZIESTAP PortugalAVIATOR
Air Europa Líneas AéreasMENZIES
2 100%
1 100%
PRM STATISTICSSEPTEMBER 2016
Gatwick provides a range of services to passengers with reduced mobility (PRM) or who require special assistance.For information on how to access these services please go to gatwickairport.com/prm
Number of flights with PRM passengers met
Number of passengers needing special assistance met
Percentage of pre-notifications at least 48 hours before flight*
Number of compliments received (per 1000 PRM passengers)
Number of complaints received (per 1000 PRM passengers)
* Passengers pre-notification to their airline is required by EU regulation EC 1107/2006/. Pre-notification furthermore helps us provide a better service
19,536
64,585
41.95%
September 2016 0.2512 Month Average 0.76
September 2016 0.9312 Month Average 0.92
18
PRM STATISTICSSEPTEMBER 2016
19
* waiting time once PRM made themselves known.
departing
April May June July August September
90%
80%
Target
100%
20 mins
10 mins
Standard*
30 mins
PRE-BOOKED
95.31%
80.03%
98.61%
94.43%
85.07%
99.67%
94.86%
90.62%
100%
95.78%
80.72%
100%
94.05%
80.20%
100%
94.65%
85.73%
100%
PRM STATISTICSSEPTEMBER 2016
* time assistance available at gate from arrival on chocks.
arriving
90%
80%
Target
100%
10 mins
5 mins
Standard*
20 mins
PRE-BOOKED
90%
80%
Target
100%
35 mins
25 mins
Standard*
45 mins
NON PRE-BOOKED
99.07%
98.30%
99.74%
99.62%
99.63%
99.87%
99.07%
98.08%
99.67%
99.38%
98.45%
100%
99.09%
96.68%
99.72%
99.20%
99.10%
99.72%
98.75%
97.97%
99.54%
99.64%
99.10%
100%
99.49%
97.00%
99.91%
98.90%
98.38%
100%
99.57%
97.66%
99.79%
99.63%
99.00%
99.74%
20
April May June July August September
April May June July August September
ON-TIME PERFORMANCESEPTEMBER 2016
departureson-time performance Percentage of flights departing Gatwick within 16 minutes of the scheduled time
arrivalson-time performance Percentage of flights arriving at Gatwick within 16 minutes of the scheduled time
AIRPORTOVERALL
AIRPORTOVERALL
Sept 2016
58.37%
Sept 2016
61.61%
21
ACI ASQ – HOW DO WE COMPARE?Q2 2016
Airports Council International produce a measure of overall satisfaction with the airport. It shows how we compare against a panel of 22 European Competitor airports, as well as how our score (out of 5) has changed over time.
Gatwick ranked 9 out of 22 in Q1 2016 How we have performed over time
3.00
3.50
4.00
4.50
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22Q4 2
011
Q1 201
2
Q2 201
2
Q3 201
2
Q4 201
2
Q1 201
3
Q2 201
3
Q3 201
3
Q4 201
3
Q1 201
4
Q2 201
4
Q3 201
4
Q4 201
4
Q1 201
5
Q2 201
5
Q3 201
5
Q4 201
5
Q1 201
6
Q2 201
63.00
3.50
4.00
4.50
Gatwick’s score
Panel average
22