monthly performance report may 2014 - gatwick ......may 2014 96.88% may 2014 100% may 2014 98.78%...
TRANSCRIPT
MONTHLYPERFORMANCEREPORTMAY 2014
gatwickairport.com/performance
CONTENTS
Core 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 STANDARDSMAY 2014
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
4.06
Average score
4.04
Average score
3.91
Average score
4.16
May 2014
4.04
May 2014
4.02
May 2014
3.92
May 2014
4.17
SOUTHTERMINAL
SOUTHTERMINAL
3
CORE SERVICE STANDARDSMAY 2014
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
4.17
Average score
4.29
Average score
4.19
Average score
4.32
May 2014
4.16
May 2014
4.31
May 2014
4.20
May 2014
4.37
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 STANDARDSMAY 2014
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%
May 2014
96.69%
May 2014
99.96%
May 2014
97.50%
May 2014
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
97.30%
Average score
99.95%
Average score
96.74%
Average score
99.97%
CORE SERVICE STANDARDSMAY 2014
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
May 2014
0May 2014
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%
May 2014
98.69%May 2014
99.09%SOUTHTERMINAL
6
Average score
0
Average score
99.54%
Average score
0
Average score
99.16%
CORE SERVICE STANDARDSMAY 2014
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 averaged between Tower and North Gate.
EXTERNAL CONTROL POSTS
Target
95.00%May 2014
99.90%
7
May 2014
100%May 2014
100%
Average score
99.98%Average score
99.96%
Average score
99.51%
CORE SERVICE STANDARDSMAY 2014
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%
May 2014
99.69%
May 2014
99.73%
May 2014
99.64%
May 2014
99.77%
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
99.46%
Average score
99.50%
Average score
99.57%
Average score
99.65%
CORE SERVICE STANDARDSMAY 2014
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
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%
May 2014
97.83%
May 2014
99.69%
May 2014
99.53%
May 2014
99.89%
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
99.62%Average score
99.82%
CORE SERVICE STANDARDSMAY 2014
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%
May 2014
99.93%
May 2014
99.88%
May 2014
99.94%
May 2014
99.90%
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
98.98%
Average score
99.77%
Average score
99.99%
Average score
99.86%
CORE SERVICE STANDARDSMAY 2014
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%
May 2014
96.88%
May 2014
100%
May 2014
98.78%
May 2014
99.97%
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
96.18%
Average score
99.89%
Average score
97.99%
Average score
99.97%
CORE SERVICE STANDARDSMAY 2014
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%
May 2014
99.99%
May 2014
99.21%
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
99.81%
Average score
99.11%
CORE SERVICE STANDARDSMAY 2014
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
0May 2014
0
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%
May 2014
99.93%May 2014
99.92%SOUTHTERMINAL
13
Average score
99.66%Average score
99.91%
Average score
0
AIRLINE SERVICE STANDARDSMAY 2014
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 May 2014
84.70%
4927 208
1589 177
837 123
115281
230
87.78% 34.13%
75.14% 99.44%
89.01% 81.30%
70.43%97.51%
94.35%
Measures defined and targets set in agreement with the airlines
easyJetMENZIES
Thomson AirwaysSWISSPORT
Airline &Handling Agent
Airline &Handling Agent
Number of flights
Number of flights
Flights withintarget time
Flights withintarget time
British AirwaysSWISSPORT
AurignyMENZIES
NorwegianAVIATOR
Aer LingusMENZIES
VuelingSWISSPORT
RyanairAVIATOR
TAP Air PortugalSWISSPORT
AIRLINES 1-10 BY VOLUME OF FLIGHTS
104 88.46%Turkish AirlinesMENZIES
14
AIRLINE SERVICE STANDARDSMAY 2014
small/medium aircraftbaggage performanceTarget time for small/medium aircraft – last bag delivered within 35 minutes
35
40
39
27
62
3262
31
30
44
151
40
77.14%
100%
79.49%
74.07%
95.16%
96.88%100%
64.52%
86.67%
81.82%
76.16%
92.50%
Measures defined and targets set in agreement with the airlines
Thomas CookSWISSPORT
airBalticAVIATOR
Ukraine International AirlinesAVIATOR
Air OneSWISSPORT
Airline &Handling Agent
Airline &Handling Agent
Number of flights
Number of flights
Flights withintarget time
Flights withintarget time
Air Europa Líneas AéreasAVIATOR
Air MaltaMENZIES
FlybeMENZIES
MonarchSWISSPORT
All other airlines
Royal Air MarocAVIATOR
WOWAirSERVISAIR
Strategic AirlinesSWISSPORT
AIRLINES 11-21 BY VOLUME OF FLIGHTS
15
AIRLINE SERVICE STANDARDSMAY 2014
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 May 2014
79.15%
431
21
60
278
21203
20180
177
93
87.24%
85.71%
90.00%
67.99%
100%74.38%
100%63.89%
80.79%
94.62%Measures defined and targets set in agreement with the airlines
MonarchSWISSPORT
Vietnam AirlinesSWISSPORT
Air TransatAVIATOR
Airline &Handling Agent
Airline &Handling Agent
Number of flights
Number of flights
Flights withintarget time
Flights withintarget time
British AirwaysSWISSPORT
NorwegianAVIATOR
Thomson AirwaysSWISSPORT
Thomas CookSWISSPORT
Turkish AirlinesMENZIES
Virgin AtlanticSWISSPORT
EmiratesAVIATOR
AIRLINES BY VOLUME OF FLIGHTS
65 78.46%All other airlines
16
PRM STATISTICSMAY 2014
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
15,518
50,218
58%
May 2014 0.3012 Month Average 0.50
May 2014 1.1012 Month Average 0.90
17
ON-TIME PERFORMANCEMAY 2014
departureson-time performance Percentage of flights departing Gatwick within 15 minutes of the scheduled time
arrivalson-time performance Percentage of flights arriving at Gatwick within 15 minutes of the scheduled time
AIRPORTOVERALL
AIRPORTOVERALL
May 2014
73%
May 2014
78%
18
ACI ASQ – HOW DO WE COMPARE?Q1 2014
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 8 out of 23 in Q1 2014 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 22 23
Q4 201
1
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
43.00
3.50
4.00
4.50
Gatwick’s Score
Panel average
19