monthly performance report january 2019 · 2019-02-20 · availability of our baggage reclaim...

MONTHLYPERFORMANCEREPORTJANUARY 2019

gatwickairport.com/performance

https://www.gatwickairport.com/performance

CONTENTS

Core Service Standards

Airline Service Standards

Special Assistance 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 theexpectations of our passengers, our partners and our regulator. As part of thiscommitment we publish monthly reportswhich we have now brought together intoone 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 tohelp us improve please send them [email protected]



mailto:[email protected]

mailto:[email protected]

CORE SERVICE STANDARDSJANUARY 2019

departure loungeseating availabilityEase of finding a seat

Results from our passenger surveysMeasured as a score from 1-55 = Excellent 1 = Extremely Poor

airportcleanlinessOverall cleanliness of the terminal


Measures defined and targets set in agreement with the airlines and endorsed by the CAA. Average score measured over the last 12 months.

3

NORTH Target Average score January 2019

TERMINAL 3.80 4.02 4.01 SOUTH Target Average score January 2019

TERMINAL 3.80 3.94 3.92



TERMINAL 4.00 4.15 4.16

airportwayfindingEase of finding your way around our airport


airportflight informationAccuracy and ease of finding flight information


4



TERMINAL 4.20 4.50 4.49





TERMINAL 4.10 4.26 4.28

waiting time atcentral security searchPercentage of time when passengersqueued for 5 minutes or less

The waiting time is the delay imposed by the queue for securityincluding ticket presentation and facial capture, up to the pointthat the passenger reaches the security roller bed.

waiting time atcentral security searchPercentage of time when passengersqueued for 15 minutes or less


5


TERMINAL 95.00% 97.20% 98.19% SOUTH Target Average score January 2019

TERMINAL 95.00% 97.37% 98.43%



TERMINAL 98.00% 99.99% 100%



waiting time atcentral security searchInstance where a single queue is measured at 30 minutes or more


flight connectionssecurity searchPercentage of time when passengers queued for 10 minutes or less

This measure applies to 95% of core hours.

6


TERMINAL 0 0 0 SOUTH Target Average score January 2019

TERMINAL 0 0 0


TERMINAL 95.00% 99.80% 100% SOUTH Target Average score January 2019

TERMINAL 95.00% 97.65% 96.37%



staffsecurity searchPercentage of time when staffqueued for 5 minutes or less

This measure applies to 95% of core hours. North Terminal Staff performance calculated as average performance of both search areas.

external control postssecurity searchPercentage of time when queue time is 15 minutes or less

This measure applies to 95% of core hours.Performance for the Northen Approach Gate.

7



TERMINAL 95.00% 99.83% 99.95%

Target Average score January 2019

95.00% 99.96% 100% EXTERNAL CONTROL POSTS



8



TERMINAL 99.00% 99.59% 99.47%



TERMINAL 99.00% 99.69% 99.73%



passenger sensitive equipment general availabilityAvailability of general equipment including lifts, escalators and passenger conveyors

This covers instances of equipment breakdown or unplanned maintenance affecting the availability of general Passenger Sensitive Equipment (PSE) during core operational hours.

passenger sensitive equipment priority availabilityAvailability of priority equipment including lifts, escalators and passenger conveyors

This covers instances of equipment breakdown or unplanned maintenance affecting the availability of priority Passenger Sensitive Equipment (PSE) during core operational hours.

baggageoutbound baggage processPercentage of flights when bags are delivered to the airline ground handler 25 minutes or more before the scheduled time of departure

This is a daily event based measure; the score shown relates to the lowest daily performance

baggageoutbound baggage processPercentage of flights when bags are delivered to the airline ground handler 25 minutes or more before the scheduled time of departure

This is a monthly average measure

9



TERMINAL 97.00% 99.85% 99.99%



TERMINAL 99.00% 99.99% 100%



airfieldstand availabilityPercentage of time when aircraft stands are available

Stand availability is measured between the following agreed core hours: 00:00-11:00 and 19:00-00:00

airfieldjetty/airbridge availabilityPercentage of time when aircraft jetties (airbridges) are available for aircraft boarding/disembarking

Jetty availability is measured between the following agreedcore hours: 00:00-11:00 and 19:00-00:00

10



TERMINAL 99.00% 99.89% 99.88%



TERMINAL 99.00% 99.85% 99.89%



airfieldpier servicePercentage of time when stands with pier service are available as opposed to remote stands

This 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 groundpower (FEGP) units are available for aircraft

FEGP availability is measured between the following agreed core hours: 00:00-11:00 and 19:00-00:00. FEGP powers aircraft when on astand allowing engines to be turned off.

11

NORTH Target* Average score January 2019


TERMINAL 95.00% 98.18% 98.32%



TERMINAL 99.00% 99.90% 99.97%



*By agreement with the airlines, the target for North Terminal pier service has been reduced from 95% to 94% for the period 1 November 2018 to 31 October 2019.

inter-terminal shuttleone shuttle availablePercentage of time when one shuttle with a minimum of one car is available

Core hours vary dependent on agreed maintenance periods.

inter-terminal shuttletwo shuttles availablePercentage of time when two shuttles with a minimum of one car each are available

Core hours vary dependent on agreed maintenance periods.

12

INTER- Target Average score January 2019

TERMINAL 99.00% 100% 100%

INTER- Target Average score January 2019

TERMINAL 97.00% 99.13% 98.95%



aerodromecongestion termAn event occurs which is the responsibility of theairport or its agents which causes an impact in termsof a number of aircraft movements lost or deferred

arrivalsbaggage reclaim carouselsAvailability of our baggage reclaimcarousels for arriving flights

For information on the arrivals baggage performance please refer to the Airline Service Standards section of this report.

13



TERMINAL 99.00% 99.92% 99.93%

AIRPORT Target Average score January 2019

OVERALL 0 0 0



AIRLINE SERVICE STANDARDSJANUARY 2019

small/medium aircraftbaggage performanceTarget time for small/medium aircraft – last bag delivered within 35 minutes

Time 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.

AIRLINES 1-10 BY VOLUME OF FLIGHTS

Measures defined and targets set in agreement with the airlines. Baggage performance is measured between the following agreed core hours:0400-2200 from June to October for both terminals, 0500-2100 between November to June for North Terminal and 0500-2200 between November to June for South Terminal. 14

Airline & Number Flights withinHandling Agent of flights target time

easyJetDHL

British AirwaysGATWICK GROUND SERVICES

NorwegianRED HANDLING

RyanairMENZIES AVIATION

VuelingMENZIES AVIATION

322 98.76%

253 94.07%

2,839 98.10%

1,118 97.50%

775 98.58%


Aer LingusMENZIES AVIATION

AurignyAURIGNY HANDLING

TUI AirwaysAIRLINE SERVICES

TAP PortugalMENZIES AVIATION

Turkish AirlinesAIRLINE SERVICES 89 57.30%

193 97.41%

115 72.17%

107 87.85%

147 98.64%

AIRPORT OVERALL

SMALL/MEDIUMAIRCRAFT

Flights within

target time in

January 2019

95.67%

small/medium aircraftbaggage performanceTarget time for small/medium aircraft – last bag delivered within 35 minutes




FlybeAIRLINE SERVICES

Iberia ExpressMENZIES AVIATION

Air EuropaMENZIES AVIATION

airBalticAIRLINE SERVICES

Ukraine International AirlinesMENZIES AVIATION

Rossiya AirlinesDNATA

82 100%

62 83.87%

62 88.71%

58 96.55%

32 78.13%

31 100%


Air MaltaAIRLINE SERVICES

Royal Air MarocMENZIES AVIATION

Titan AirwaysMENZIES AVIATION

Air Arabia MarocMENZIES AVIATION

WOW AirAIRLINE SERVICES

All other airlines 81 77.78%

31 100%

25 44.00%

40.74%

19 94.74%

25 84.00%

27


large aircraftbaggage performanceTarget time for large aircraft – last bag delivered within 50 minutes

Time 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.

AIRPORTOVERALL

LARGEAIRCRAFT




British AirwaysGATWICK GROUND SERVICES

NorwegianRED HANDLING

Virgin AtlanticSWISSPORT

TUI AirwaysAIRLINE SERVICES

Thomas Cook AirlinesMENZIES AVIATION 87.97%

340 95.59%

285 99.65%

153 90.20%

138 96.38%

133


EmiratesDNATA

Qatar AirlinesSWISSPORT

VuelingMENZIES AVIATION

WestJetAIRLINE SERVICES

IcelandairMENZIES AVIATION

69 100%

34 97.06%

59 100%

44 93.18%

93 100%


Flights within

target time in

January 2019

95.93%

large aircraftbaggage performanceTarget time for large aircraft – last bag delivered within 50 minutes




easyJetDHL

Air TransatSWISSPORT

Level AirlinesMENZIES AVIATION

WOW AirAIRLINE SERVICES

Cathay PacificDNATA

China AirlinesDNATA

20 100%

17 100%

29 96.55%

25 100%

32 100%

31 90.32%


RwandAirAIRLINE SERVICES

China EasternDNATA

Air ChinaMENZIES AVIATION

Titan AirwaysMENZIES AVIATION

FinnairMENZIES AVIATION

All other airlines 17 94.12%

11 81.82%

7 100%

16 93.75%

13 100%

6 100%


18Measures defined and targets set in agreement with the airlines. Check-in queue performance is measured for the time in which an airline’s individual check-in is open or the agreed defined time of an airline’s check-in operation.

AIRLINES 1-11 BY VOLUME OF DEPARTING PASSENGERS

waiting time atcheck-inPercentage of time when passengers queued for 30 minutes or less

The waiting time is the delay imposed by the queue for check-in or bag drop within a defined airlinecheck-in area, up to the point that the passenger reaches the check-in desk or bag drop desk/kiosk.Airlines achieving 95% or higher are considered to have met the target successfully.

AIRPORTOVERALL

Airline/Operator Departing ServicePassengers Score

easyJet 543,479 100%

British Airways 240,814 99.50%

Norwegian 190,933 99.96%

TUI 70,949 99.67%

Ryanair 47,684 99.87%

Virgin Atlantic 43,776 100%

Airline/Operator Departing ServicePassengers Score

Vueling 41,081 98.30%

Thomas Cook Airlines 40,871 93.10%

Emirates 39,639 98.10%

Aer Lingus 20,918 100%

Qatar Airways 13,400 100%

All other airlines 133,883 99.62%


Service score

January 2019

99.37%

SPECIAL ASSISTANCE STATISTICSJANUARY 2019

Gatwick provides a range of services topassengers with reduced mobility (PRM)or who require special assistance.For information on how to access these services please go to gatwickairport.com/prm

* Passengers' pre-notification to their airline is required by EU regulation EC 1107/2006/.Pre-notification furthermore helps us provide a better service.

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Number of flights with passengers needing special asssitance met 11,812

Number of passengers needing special assistance met 43,708

Percentage of pre-notifications at least 48 hours before flight* 74.59%

Number of compliments received (per 1000 PRM passengers) 12 month average 0.60 January 2019 0.71

Number of complaints received (per 1000 PRM passengers) 12 month average 1.22 January 2019 0.92

https://www.gatwickairport.com/prm

https://www.gatwickairport.com/prm

* waiting time once passengers requiring special assistance made themselves known.

departing

20

PRE-BOOKED

Standard* Target April May June July August September

10 mins 80% 100% 98.99% 100% 100% 100% 99.90%

20 mins 90% 100% 100% 100% 100% 100% 100%

30 mins 100% 100% 100% 100% 100% 100% 100%


* time assistance available at gate from arrival on chocks.

21

arriving

PRE-BOOKED


5 mins 80% 66.38% 68.84% 65.56% 74.29% 74.76% 75.92%

10 mins 90% 76.53% 78.19% 76.02% 85.79% 86.10% 86.49%

20 mins 100% 88.68% 88.02% 87.49% 96.22% 97.62% 97.76%

NON PRE-BOOKED


25 mins 80% 91.41% 89.83% 88.20% 96.51% 97.27% 97.54%

35 mins 90% 95.46% 95.04% 94.42% 98.58% 98.79% 98.92%

45 mins 100% 97.44% 97.60% 97.37% 99.43% 99.70% 99.55%


ON-TIME PERFORMANCEJANUARY 2019

departureson-time performancePercentage of flights departing Gatwickwithin 16 minutes of the scheduled time

arrivalson-time performancePercentage of flights arriving at Gatwickwithin 16 minutes of the scheduled time

AIRPORTOVERALL

22

January 2019

82.6%

January 2019

80.0%AIRPORTOVERALL

ACI ASQ – HOW DO WE COMPARE?Q4 2018

Airports Council International produce a measure of overallsatisfaction with the airport. It shows how we compare against apanel of 18 European competitor airports, as well as howour score (out of 5) has changed over time.

How we have performed over time

23

Gatwick ranked 11 out of 18 in Q4 2018

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

Gatwick's score

Panel average

3.00

3.50

4.00

4.50

monthly performance report january 2019 · 2019-02-20 · availability of our baggage reclaim...

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