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MONTHLYPERFORMANCEREPORTJANUARY 2018
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 STANDARDSJANUARY 2018
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
4.02
Average score
4.11
Average score
3.92
Average score
4.15
January 2018
4.01
January 2018
4.13
January 2018
3.96
January 2018
4.14
SOUTHTERMINAL
SOUTHTERMINAL
3
CORE SERVICE STANDARDSJANUARY 2018
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
4.19
Average score
4.40
Average score
4.26
Average score
4.49
January 2018
4.22
January 2018
4.41
January 2018
4.26
January 2018
4.50
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 STANDARDSJANUARY 2018
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%
January 2018
98.87%
January 2018
100%
January 2018
98.35%
January 2018
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
97.64%
Average score
99.94%
Average score
98.13%
Average score
99.98%
CORE SERVICE STANDARDSJANUARY 2018
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
January 2018
0January 2018
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%
January 2018
100%January 2018
98.49%SOUTHTERMINAL
6
Average score
0
Average score
99.99%
Average score
0
Average score
99.16%
CORE SERVICE STANDARDSJANUARY 2018
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%January 2018
100%
7
January 2018
99.97%January 2018
99.90%
Average score
99.95%Average score
99.82%
Average score
99.94%
CORE SERVICE STANDARDSJANUARY 2018
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%
January 2018
99.73%
January 2018
99.75%
January 2018
99.76%
January 2018
99.83%
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
99.64%
Average score
99.64%
Average score
99.65%
Average score
99.73%
CORE SERVICE STANDARDSJANUARY 2018
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%
January 2018
99.94%
January 2018
99.99%
January 2018
99.89%
January 2018
99.99%
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
99.96%
Average score
99.47%
Average score
99.97%
Average score
99.56%
CORE SERVICE STANDARDSJANUARY 2018
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%
January 2018
99.99%
January 2018
99.70%
January 2018
99.99%
January 2018
99.71%
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
99.93%
Average score
99.84%
Average score
99.91%
Average score
99.75%
CORE SERVICE STANDARDSJANUARY 2018
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%
January 2018
97.11%
January 2018
99.80%
January 2018
97.61%
January 2018
99.88%
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
96.75%
Average score
99.90%
Average score
97.46%
Average score
99.87%
CORE SERVICE STANDARDSJANUARY 2018
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%
January 2018
100%
January 2018
99.56%
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
100%
Average score
99.28%
CORE SERVICE STANDARDSJANUARY 2018
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
0January 2018
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%
January 2018
99.88%January 2018
99.96%SOUTHTERMINAL
13
Average score
99.90%Average score
99.84%
Average score
0
AIRLINE SERVICE STANDARDSJANUARY 2018
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 January 2018
96.03%
2,660 222
1,052 130
817 108
102319
236
93.20% 93.69%
98.10% 98.46%
94.49% 81.48%
57.84%97.81%
86.02%
easyJetDHL
Aer LingusMENZIES
Airline &Handling Agent
Airline &Handling Agent
Number of flights
Number of flights
Flights withintarget time
Flights withintarget time
British AirwaysBA GGS
AurignyAURIGNY
Norwegian Air ShuttleNORWEGIAN
RyanairMENZIES
VuelingMENZIES
TUI AirwaysAIRLINE SERVICES
AIRLINES 1-10 BY VOLUME OF FLIGHTS
84 100%FlybeAIRLINE SERVICES
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.
TAP Air PortugalMENZIES
AIRLINE SERVICE STANDARDSJANUARY 2018
small/medium aircraftbaggage performanceTarget time for small/medium aircraft – last bag delivered within 35 minutes
30
31
31
69
3064
29
26
24
61
108
40
53.33%
58.06%
100%
56.52%
100%76.56%
68.97%
84.62%
79.17%
81.97%
71.30%
97.50%
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
Air Arabia MarocMENZIES
Air MaltaAIRLINE SERVICES
Airline &Handling Agent
Airline &Handling Agent
Number of flights
Number of flights
Flights withintarget time
Flights withintarget time
Turkish AirlinesAIRLINE SERVICES
Titan AirwaysMENZIES
Ukraine International AirlinesMENZIES
Iberia ExpressMENZIES
Air Europa Líneas AéreasMENZIES
All other airlines
airBalticAIRLINE SERVICES
Continental AirlinesMENZIES
Aeroflot Russian AirlinesDNATA
AIRLINES 11-21 BY VOLUME OF FLIGHTS
15
AIRLINE SERVICE STANDARDSJANUARY 2018
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 January 2018
92.06%
343
45
52169
33
160
38151
125
9299.13%
95.56%
96.15%97.04%
100%
90.63%
97.37%96.69%
91.20%
97.83%British AirwaysBA GGS
VuelingMENZIES
EmiratesDNATA
Airline &Handling Agent
Airline &Handling Agent
Number of flights
Number of flights
Flights withintarget time
Flights withintarget time
WOW AirAIRLINE SERVICES
Virgin AtlanticVS SWP
Thomas CookMENZIES
WestJetAIRLINE SERVICES
Air TransatVS SWP
TUI AirwaysAIRLINE SERVICES
Norwegian Air ShuttleNORWEGIAN
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 STANDARDSJANUARY 2018
large aircraftbaggage performanceTarget time for large aircraft – last bag delivered within 50 minutes
27
26
18
18
15
13
100%
96.15%
100%
94.44%
93.33%
100%
Airline &Handling Agent
Number of flights
Flights withintarget time
Med-View AirlinesMENZIES
RWANDAIRAIRLINE SERVICES
FinnairMENZIES
Wizz AirMENZIES
Tianjin AirlinesAIRLINE SERVICES
Cathay PacificDNATA
AIRLINES 11-21 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.
12
9
7
4
2
66.67%
100%
85.71%
100%
100%
NorwegianNORWEGIAN
China AirlinesDNATA
Airline &Handling Agent
Number of flights
Flights withintarget time
TAP Air PortugalMENZIES
2 100%All other airlines
Turkish AirlinesAIRLINE SERVICES
IcelandairMENZIES
AIRLINE SERVICE STANDARDSJANUARY 2018
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.
44,400
48,568
45,083
526,465
38,596215,145
36,456
23,884
12,240
188,661
123,228
76,563
100%
100%
98.81%
100%
99.89%99.05%
99.72%
100%
99.88%
100%
99.40%
98.84%
Ryanair Turkish Airlines
Thomas Cook Airlines
easyJet
Vueling
British Airways
Norwegian
All other airlines
Virgin Atlantic
TUI 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 January 2018
99.57%
PRM STATISTICSJANUARY 2018
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
11,325
39,414
40.93%
January 2018 0.5612 Month Average 0.48
January 2018 0.8412 Month Average 0.98
19
PRM STATISTICSJANUARY 2018
20
* 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
96.72%
93.44%
98.36%
88.61%
77.85%
92.41%
95.52%
87.06%
98.51%
95.63%
85.63%
98.13%
96.32%
89.41%
98.75%
90.88%
80.20%
94.88%
PRM STATISTICSJANUARY 2018
* 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%
89.38%
85.96%
95.41%
95.55%
94.38%
97.17%
88.66%
84.81%
94.63%
95.95%
93.86%
98.31%
89.64%
87.02%
95.43%
96.93%
93.79%
98.21%
90.49%
77.50%
96.08%
96.39%
92.61%
97.90%
94.74%
86.82%
95.90%
95.72%
91.31%
97.60%
21
April May June July August September
April May June July August September
ON-TIME PERFORMANCEJANUARY 2018
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
January 2018
82.60%
January 2018
79.70%
22
ACI ASQ – HOW DO WE COMPARE?Q4 2017
Airports Council International produce a measure of overall satisfaction with the airport. It shows how we compare against a panel of 20 European Competitor airports, as well as how our score (out of 5) has changed over time.
Gatwick ranked 8 out of 20 in Q4 2017 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
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
6
Q1 201
7
Q2 201
7
Q3 201
7
Q4 201
73.00
3.50
4.00
4.50
Gatwick’s score
Panel average
23