MONTHLY PERFORMANCE REPORT AUGUST 2017...August 2017 96.82% August 2017 99.93% August 2017 97.42%...

MONTHLYPERFORMANCEREPORTAUGUST 2017

gatwickairport.com/performance

http://www.gatwickairport.com/performance

DOCUMENT HISTORY

Monthly PerformanceReport

Published Republished Page Reference Metric Reason for Change

August August 2017 October 2017 13 Inter-Terminal Shuttle - Two Shuttles Available

The percentage of time that two shuttles were available was recalculated from 99.29% to 99.05%, to correct a formula error in the data.

AUGUST 2017

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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http://www.gatwickairport.com/performance

mailto:[email protected]

CORE SERVICE STANDARDSAUGUST 2017

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

4.05

Average score

4.08

Average score

3.91

Average score

4.15

August 2017

4.01

August 2017

4.12

August 2017

3.93

August 2017

4.15

SOUTHTERMINAL

SOUTHTERMINAL

4


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

4.16

Average score

4.38

Average score

4.26

Average score

4.48

August 2017

4.21

August 2017

4.41

August 2017

4.26

August 2017

4.49

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. 5


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%

August 2017

96.81%

August 2017

99.92%

August 2017

97.34%

August 2017

100%

SOUTHTERMINAL

SOUTHTERMINAL


Average score

97.70%

Average score

99.96%

Average score

97.36%

Average score

99.96%


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

August 2017

0August 2017

0SOUTHTERMINAL


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%

August 2017

100%August 2017

99.90%SOUTHTERMINAL

7

Average score

0

Average score

99.63%

Average score

0

Average score

98.95%



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%August 2017

99.80%

8

August 2017

99.92%August 2017

99.80%

Average score

99.95%Average score

99.76%

Average score

99.96%


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%

August 2017

99.75%

August 2017

99.74%

August 2017

99.76%

August 2017

99.82%

SOUTHTERMINAL

SOUTHTERMINAL


Average score

99.50%

Average score

99.58%

Average score

99.64%

Average score

99.68%


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%

August 2017

97.72%

August 2017

99.92%

August 2017

99.69%

August 2017

99.95%

SOUTHTERMINAL

SOUTHTERMINAL


Average score

99.90%

Average score

99.41%

Average score

99.94%

Average score

99.37%


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%

August 2017

99.94%

August 2017

99.82%

August 2017

99.99%

August 2017

99.50%

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

99.92%

Average score

99.85%

Average score

99.92%

Average score

99.77%


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%

August 2017

96.82%

August 2017

99.93%

August 2017

97.42%

August 2017

99.71%

SOUTHTERMINAL

SOUTHTERMINAL


Average score

96.50%

Average score

99.85%

Average score

97.59%

Average score

99.83%


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%

August 2017

100%

August 2017

99.05%


Average score

99.98%

Average score

99.34%


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

0August 2017

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%

August 2017

99.84%August 2017

99.82%SOUTHTERMINAL

14

Average score

99.91%Average score

99.87%

Average score

0

AIRLINE SERVICE STANDARDSAUGUST 2017

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 August 2017

92.27%

4,162 237

1,413 177

887 170

106418

285

97.69% 38.82%

94.41% 91.53%

92.78% 95.88%

63.21%94.98%

92.28%

easyJetMENZIES

Aer LingusMENZIES

Airline &Handling Agent


Number of flights

Number of flights

Flights withintarget time


British AirwaysBA GGS

AurignyAIRLINE SERVICES

NorwegianNORWEGIAN

RyanairMENZIES

VuelingMENZIES

Thomson AirwaysAIRLINE SERVICES

AIRLINES 1-10 BY VOLUME OF FLIGHTS

89 92.13%

15Measures 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.

MonarchAIRLINE SERVICES

TAP Air PortugalMENZIES


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

49

56

54

80

3565

34

31

31

62

246

61

51.02%

60.71%

96.30%

97.50%

71.43%87.69%

94.12%

100%

74.19%

90.32%

69.11%

65.57%

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.

Royal Air MarocMENZIES



Number of flights

Number of flights



Ukraine International AirlinesMENZIES

Iberia ExpressMENZIES

Air Europa Líneas AéreasMENZIES

All other airlinesairBalticAIRLINE SERVICES

Thomas CookMENZIES

Aeroflot Russian AirlinesDNATA

Small Planet AirlinesMENZIES

Air DolomitiAIRLINE SERVICES


16

FlybeAIRLINE SERVICES

WestJetAIRLINE SERVICES


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 August 2017

94.71%

352

93

99336

79

255

92245

203

12498.30%

95.70%

96.97%98.21%

100%

85.49%

90.22%97.55%

90.15%

96.77%British AirwaysBA GGS

VuelingMENZIES

EmiratesDNATA



Number of flights

Number of flights



MonarchAIRLINE SERVICES

Air TransatVS SWP

Virgin AtlanticVS SWP

Thomas CookMENZIES

WestJetAIRLINE SERVICES

Thomson AirwaysAIRLINE SERVICES

NorwegianNORWEGIAN




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

63

48

31

31

31

25

92.06%

97.92%

100%

100%

87.10%

100%

WOWAirAIRLINE SERVICES


Number of flights


IcelandairMENZIES

Turkish AirlinesAIRLINE SERVICES

Med-View AirlinesMENZIES

RWANDAIRAIRLINE SERVICES

Wizz AirMENZIES

Cathay PacificDNATA

Air CanadaVS SWP



11

11

8

45.45%

81.82%

100%Tianjin AirlinesAIRLINE SERVICES


Number of flights



19Measures 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.

76,419

119,300

106,319

955,698

66,991340,761

57,527

46,944

27,797

230,982

207,150

174,041

99.81%

99.81%

85.87%

99.87%

99.87%98.86%

98.43%

98.55%

99.60%

99.22%

97.86%

98.48%

Ryanair

Monarch

Thomas Cook Airlines

easyJet

Vueling

British Airways

Norwegian

All other airlines

Virgin Atlantic

Thomson Airways Emirates

Aer Lingus

Airline / Operator Departing Passengers

Service Score

AIRLINES 1-11 BY VOLUME OF DEPARTING PASSENGERS

Airline / Operator Departing Passengers

Service Score

waiting time atcheck inPercentage of time when passengers queued for – 30 minutes or lessThe waiting time is the delay imposed by the queue for check in or bag drop within a defined airline check 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.

AIRPORT OVERALL

Service Score August 2017

97.88%

PRM STATISTICSAUGUST 2017

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

19,501

52,021

37.54%

August 2017 0.4012 Month Average 0.65

August 2017 0.8812 Month Average 0.96

20

http://www.gatwickairport.com/prm


21

* waiting time once PRM made themselves known.

departing

October November December January February March

90%

80%

Target

100%

20 mins

10 mins

Standard*

30 mins

PRE-BOOKED

95.78%

88.30%

99.61%

98.28%

90.23%

99.56%

97.49%

89.21%

100%

95.89%

86.10%

99.77%

96.13%

87.46%

100%

95.39%

82.32%

99.71%


* 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

95.82%

95.22%

97.61%

99.42%

98.73%

100%

97.21%

96.12%

99.72%

99.61%

98.77%

99.80%

97.89%

95.21%

99.00%

99.76%

98.53%

100%

98.41%

97.54%

99.11%

99.82%

99.00%

99.97%

99.27%

97.48%

99.44%

99.69%

98.80%

99.88%

97.19%

95.00%

98.35%

99.14%

98.37%

100%

22



ON-TIME PERFORMANCEAUGUST 2017

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

August 2017

60.40%

August 2017

60.00%

23

ACI ASQ – HOW DO WE COMPARE?Q4 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 10 out of 22 in Q4 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 22

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

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

6

Q3 201

6

Q4 201

63.00

3.50

4.00

4.50

Gatwick’s score

Panel average

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MONTHLY PERFORMANCE REPORT AUGUST 2017...August 2017 96.82% August 2017 99.93% August 2017 97.42%...

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