Responsible Heathrow Summary 2013

2013 SUSTAINABILITY PERFORMANCE SUMMARY

RESPONSIBLE HEATHROW2013

Colin Matthews // Chief Executive

CHIEF EXECUTIVE’S VIEW

Our purpose at Heathrow is “Making every journey better”. In 2013 we achieved the highest ever levels of both passenger satisfaction and passenger numbers. According to the independently measured passenger satisfaction score, 75% of Heathrow’s passengers rate their experience as excellent or very good.

We delivered robust operational performance while operating close to capacity. 470,000 flights arrived and departed from Heathrow during 2013. On average, aircraft were larger and fuller than in previous years, which led to a 3.4% growth in passenger numbers, to a record 72.3 million.

We have continued to invest in transforming Heathrow, spending £11 billion of private money to improve the passenger experience since 2004. Our new terminal 2, The Queen’s Terminal, is our most recent and visible transformation and when it opens in June 2014 more than 60% of Heathrow passengers will be travelling through our newest terminals, T2 and T5.

Our new five-year economic regulatory and business planning period (‘Q6’) began on 1 April 2014. Our five-year business plan sets out operational and investment programmes to continue the transformation of Heathrow, improving passenger service, and delivering operating and environmental efficiencies.

“Making every journey better” includes operating the airport responsibly. We work hard to be a good neighbour to our local communities, to manage our environmental impact and maximise the economic benefits that Heathrow brings.

Noise is a significant environmental issue for Heathrow and our stakeholders. During 2013, we stayed at the forefront of international efforts to tackle aircraft noise and published ‘A Quieter Heathrow’ setting out our commitments to reducing aircraft noise while safeguarding the UK’s connectivity.

‘A Quieter Heathrow’ outlines the important steps that are being taken to reduce aircraft noise: the world’s first public ranking of airlines according to their ‘noise performance’; trialing new departure routes and improving our noise insulation schemes. We’re also exploring innovative solutions to noise insulation for local schools such as providing funds to install ‘adobe’ buildings for outdoor learning.

To communicate Heathrow’s commitment to being a responsible business regarding noise and other key topics, we have pulled together the leading goals from our sustainability plans and strategies into a single document. ‘Responsible Heathrow 2020’ sets out our top ten goals to reduce environmental impact, support economic growth and invest in communities; while looking after passengers and our people. Each of our goals is aligned to our five-year business plan and is supported by a detailed strategy and action plan.

Britain is better off when we’re connected. The world economy is changing quickly and Britain needs a world-class hub airport with the capacity to compete against Paris, Frankfurt and Amsterdam. At the end of 2012, the UK Government established an independent Airports Commission to explore whether additional airport capacity was needed in the UK. In December 2013, we welcomed the Commission’s interim report which shortlisted Heathrow’s north-west runway proposal as one of three options for additional airport capacity.

As well as connecting Britain to growth markets across the world, a third runway at Heathrow will protect more than 100,000 existing local jobs and create tens of thousands of new jobs nationwide – strengthening our local employment, apprenticeships and skills programmes and supporting a strong supply chain throughout the UK.

For our final submission to the Commission during 2014, we are creating a proposal to deliver the capacity Britain needs whilst also reducing the total number of local people affected by aircraft noise. By positioning the new runway further west from London, introducing more quieter, new generation aircraft and developing new operating procedures, we will reduce by 30% the number of people within Heathrow’s noise footprint in 2030 than there are today.

By incentivising cleaner aircraft, supporting global carbon trading and increasing public transport use, we will also keep CO2 emissions within UK climate change targets and play our part in meeting local air quality limits.

We are improving performance today, through our commitments made in ‘Responsible Heathrow 2020’, and defining clear commitments for Heathrow’s future growth.


RESPONSIBLE HEATHROW


Supportingeconomic growth and investing in

communities

ResponsibleHeathrow

2020

Reducingenvironmental

impacts

Looking afterpassengers and

our people

investment

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comm

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Nat

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experience

the

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Our

Passenger

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peopleSafety

Local airWaste

change

pollutionand water

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Climate

50% of employees at Heathrow are from the local area

34% reduction in CO2 emissions from energy used in buildings (1990)

70% waste recycled

80% of passengers rate their overall experience at Heathrow

’Excellent’ or ‘Very Good’

750,000 additional passengers per year use public transport

75% of employees say Heathrow is a

great place to work

At least 10% annual reduction in employee and passenger injuries

At least 5% reduction in ground-based NOx emissions from the airport (2008/9)

£500m increase in Heathrow’s annual contribution to the UK

economy (GVA) to £6.9bn

That’s why we are working hard to maximise the economic benefits that Heathrow brings, whilst carefully managing our environmental responsibilities and being a good neighbour to our local communities.

Responsible Heathrow is our commitment to supporting the UK and local economies whilst managing our impacts on communities and the environment.

It brings together the big issues affecting Heathrow, our communities and our stakeholders to outline the goals we want to achieve by 2020 by:

Supporting economic growth and investing in communities,

Reducing our environmental impact

Looking after our people and passengers.

These issues are not new to Heathrow. We’ve pulled together the leading goals from our existing strategies and action plans into one place to make our ambitions, commitments and performance more accessible for our stakeholders.

So, as well as showing how we are doing against the important areas we have been measuring for several years, this report outlines the progress we are making against the commitments in ‘Responsible Heathrow 2020’.

This summary report is one of a range of documents that make up our Responsible Heathrow reporting series. If you would like more information on a specific impact area, you can view our more detailed plans and management approaches here:

www.heathrow.com/ResponsibleHeathrow

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Achieving Heathrow’s vision to be ‘Europe’s hub of choice’ relies on managing the airport responsibly.

100% of aircraft are quieter by international standards (ICAO Chapter 4 or better)

www.heathrow.com/responsibleheathrow

2013 COMPANY INFORMATION

PERFORMANCE SUMMARY

Revenue1

£2,474m

Heathrow employees 3

6,269Airlines

82Operating profit2

£859mPassengers

72.3m

Cargo (1,000 tonnes)

1,423

Overall Satisfaction

Arrivals 5

4.18/5Flights

469,552

Overall Satisfaction Departures5

4.19/5

Destinations served 4

180

For footnotes: See inside back cover flap

We are delighted with the impact our adobe buildings have had on our teaching. Children and staff can all enjoy and benefit from carefully planned experiences outdoors without the disruption from aircraft noise.

Kathryn Harper-Quinn // Head Teacher // Hounslow Heath Infant School

Play time in an adobe hut Hounslow Heath Infant School

Performance measure 2011 2012 2013

Air transport movements with ICAO Chapter 4 aircraft (%)1 96 97.6 98.1

Air transport movements with ICAO Chapter 3 high aircraft (%)2 0.05 0.00 0.00

Average Continuous Descent Approach (CDA) compliance per quarter (%)3 85.00 86.08 87.28

Infringements of Government day and night noise take off limits4 72 73 43

No. of households responded to Heathrow’s engagement in relation to Noise Insulation Schemes5 NEW MEASURE 897

Adherence to the arrival runway alternation pattern (0700 – 2300 local) (%)6 94.16 92.88 93.03

Noise Action Plan Actions on track and complete (%) 90 92 95

Departing aircraft on track (%) 95.00 93.56 94.46

Noise complaints7 4,735 29,385 18,725

For footnotes: See inside back cover flap Responsible Heathrow 2020 commitments

REDUCING ENVIRONMENTAL IMPACTS

OUR COMMITMENT REDUCE THE IMPACT OF NOISE AND SUPPORT LOCAL COMMUNITIES WITH NOISE MITIGATION AND COMPENSATION SCHEMES.

2013 TARGET At least 90% of the actions in the 2013 Heathrow Noise Action Plan described as on track or complete by independent auditors.

2013 TARGET ACHIEVED 95% of actions were described as on track or complete.

2014 TARGET At least 90% of the actions in the 2014 Heathrow Noise Action Plan described as on track or complete by independent auditors.

2020 GOAL 100% of aircraft are quieter by international standards (ICAO Chapter 4 or better).

NOISE

Heathrow delivers significant benefits for the UK, but there are downsides too, including the impact of noise on local residents. Heathrow is already at the forefront of international management of aircraft noise and continues to work hard to reduce its impact by encouraging quieter aircraft and operating

procedures and supporting local communities with noise insulation and compensation programmes.

For more detail on what we’re doing to address noise at Heathrow, go to: heathrow.com/responsibleheathrow/noise

Less noise, more fun

As part of our commitment to be innovative in reducing the impact of aircraft noise, Heathrow launched a ground-breaking scheme in 2013, offering 21 local schools £85,000 each to install specially designed eco-friendly ‘adobe’ huts in their grounds to allow fun, outdoor learning for schools close to the airport.

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21schools £85k each

www.heathrow.com/responsibleheathrow/noise

For dnata, being a member of the Clean Vehicles Partnership has helped us look at innovative solutions that have reduced emissions and costs whilst maximising utilisation from our fleet. Being able to share ideas and best practice with other airport companies is a real business benefit, as well as being important for the future.

John Edmunds // Business Manager // dnata

Electric charging points Heathrow car parks


Cleaner vehicles, cleaner Heathrow

Emissions from vehicles used by companies based at the airport are an important source of emissions at Heathrow, and an opportunity for change and reduction in collaboration with our partners. That’s why we created the Heathrow Clean Vehicles Partnership.

The Clean Vehicles Partnership is funded by Heathrow to encourage and facilitate collaboration between companies operating vehicles at Heathrow to reduce costs and emissions. Last year, Heathrow’s Clean Vehicle Partnership celebrated 10 years of working together.

The Partnership of 22 Heathrow companies reduce emissions from their 3,000 vehicles through trials of new, cleaner vehicle types, driver training and emissions monitoring tools, workshops and networking events to share best practice.

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Air transport movements with NOx emissions at CAEP/6 standard or better (%)1 43.00 44.80 46.18

Air transport movements with NOx emissions at CAEP/4 standard or better (%)1 90.50 91.30 91.27

Airline compliance to Auxiliary Power Unit (APU) standard (%)2 78.00 78.64 84.15

Aircraft ground level NOx emissions (tonnes)3 1,518 1,520 1,544

Air Quality Strategy actions on track & complete (%)4 86 88

Monitoring stations within 2 km of the airport within EU Limit Values 8of 9

Movements operated by airlines which adopt the Departures Code of Practice (%)

N/A N/A 50

Aircraft ground level PM10 emissions (tonnes)3 34 34 36

Heathrow vehicles5 379 411

Heathrow vehicles powered by hybrid, electric or LPG5 42 21


OUR COMMITMENT WORK WITH PARTNERS TO REDUCE EMISSIONS FROM AIRCRAFT, VEHICLES AND BUILDINGS AND ACT AS A RESPONSIBLE NEIGHBOUR.

2013 TARGET At least 90% of the actions in the 2013 Heathrow Air Quality Action Plan described as on track or complete by independent auditors.

2013 TARGET PARTLY ACHIEVED 88% of actions were complete or on track.

2014 TARGET At least 90% of the actions in the 2014 Heathrow Air Quality Action Plan described as on track or complete by independent auditors.

2020 GOAL At least 5% reduction in ground-based NOx emissions from the airport (2008/9).

LOCAL AIR POLLUTION

A range of emissions in European and UK cities contribute to local air pollution and we are committed to playing our part in improving air quality in the local area around Heathrow. As well as activities at the airport, local emissions come from surrounding roads, industry and housing. We are working with partners to reduce emissions from aircraft, vehicles

and buildings to make sure we act as a responsible neighbour and play our part in meeting EU and UK Government limits.

For more detail on what we’re doing to address local air pollution at Heathrow, go to: heathrow.com/responsibleheathrow/localairpollution

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3,000vehicles reduce emissions

www.heathrow.com/responsibleheathrow/localairpollution


Total CO2e emissions (tonnes, million)1 2.218 2.332 2.271

Energy consumption in energy used in our buildings (GWh)2 687 702.27 744.06

CO2 emissions from energy consumption in energy used in our buildings (tonnes)3 272,729 272,853

CO2 emissions from staff travel (tonnes)4 217,688 195,555

CO2 emissions from HAL (owned/controlled) vehicles (tonnes)5 9,572 7,970

CO2 emissions from aircraft on the ground and to 3,000ft (tonnes)6 1,220,069 1,208,146

ACI Europe Airport Carbon Accreditation7 Level 3 – Optimisation

Level 3 – Optimisation

Level 3 – Optimisation

Adaptation actions on track NEW MEASURE

Scope 1 CO2e emissions (tonnes, million)8 0.035 0.044 0.043



CO2e emissions that HAL controls (tonnes, million)11 0.284 0.285 0.283

CO2e emissions that HAL guides (tonnes, million)12 0.866 0.879 0.834

CO2e emissions that HAL influences (tonnes, million)13 1.068 1.168 1.153


CLIMATE CHANGE

We recognise that climate change is a significant issue for aviation and are committed to playing our role in addressing it. Advances in technology, operations and alternative fuels are all helping Heathrow reduce emissions from our own buildings and vehicles.

We also work with our partners to help reduce emissions that they are responsible for.

For more detail on what we’re doing to address climate change at Heathrow, go to: heathrow.com/responsibleheathrow/climatechange

OUR COMMITMENT REDUCE EMISSIONS FROM OUR BUILDINGS AND VEHICLES, AND WORK WITH PARTNERS TO REDUCE EMISSIONS THAT THEY ARE RESPONSIBLE FOR.

2013 TARGET Reduce CO2 emissions from energy consumed in our buildings by 1% compared to our 2013 CO2 emissions forecast.

2013 TARGET WAS ACHIEVED CO2 emissions from our buildings were 4.4% lower than our 2013 forecast.

2014 TARGET Reduce CO2 emissions from energy consumed in our buildings by 1% compared to our 2014 CO2 emissions forecast.

2020 GOAL 34% reduction in CO2 emissions from energy used in buildings (1990).


Replacing lights with LEDs has helped us to save 1,700 tonnes of CO2 in just one year. That’s the same as boiling 140 kettles continuously for a whole year!

www.heathrow.com/responsibleheathrow/climatechange

Little changes go a long way

Reducing energy use at Heathrow isn’t just about the big initiatives. Over 2013, our energy team worked with partners across the airport to make little changes that add up to big energy savings.

From replacing fluorescent lighting with low energy LED and installing automatic lighting controls, to turning off advertising screens for just one extra hour per night, we managed to make some big differences, saving 3.7 GWh from LED projects alone – that’s a cost saving of about £400,000.

-3.7 GWh

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With an array of stakeholders generating lots of different types of waste, as well as operating within external regulations, managing waste at an airport is complex. That’s why this project is an essential step in better understanding the waste we produce and what we can do to address it.

Mark Robertson // Heathrow Waste & Environment Manager

Segregating waste for recyclingTerminal 5


Sorting out Heathrow’s waste

To inform our work on waste management, we carried out a pioneering analysis of our waste streams in 2013. Using a facility to sort through over 100 tonnes of waste at a tonne an hour, it’s the largest waste analysis ever done at an airport.

As well as improving our own waste management strategy, the trial is helping us find better ways of working with other waste producers at the airport.


Waste produced (tonnes) 26,220 26,441 26,693

Waste per passenger (kg/Pax)1 0.377 0.378 0.369

Waste recycled or composted including Aircraft Cabin Waste (%) 29.2 31 41.7

Waste recycled or composted excluding Aircraft Cabin Waste (%) 44 46 58.7

% waste to landfill2 0.9 4.2 5.9

Hazardous waste produced (tonnes) 251 286 298

Hazardous waste recycled (%) 80 94 94

Construction waste recycled (%)3 98 97 99


WASTE

With 200,000 passengers passing through the terminals every day and 76,000 employees on campus, Heathrow manages a vast amount of waste; over 25,000 tonnes a year. This is around a quarter of the total waste generated by the entire airport.

To manage this waste effectively, we are committed to reducing, reusing and recycling as much as possible.

For more detail on what we’re doing to address waste at Heathrow, go to: heathrow.com/responsibleheathrow/wasteandwater

OUR COMMITMENT MAXIMISE THE REDUCTION, RE-USE AND RECYCLING OF OUR WASTE.

2013 TARGET Increase recycling of Heathrow’s operational contract waste (excluding Aircraft Cabin Waste – ACW) to 47%.

2013 TARGET ACHIEVED 58.7% of Heathrow’s operational contract waste (excluding ACW) was recycled in 2013. We are working with our regulators and airlines to investigate opportunities to recycle some of our aircraft cabin waste in a compliant manner.

2014 TARGET Increase recycling of Heathrow’s operational contract waste (excluding ACW) to 60%.

2020 GOAL 70% of waste recycled.

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100t

www.heathrow.com/responsibleheathrow/wasteandwater

WATER AND BIODIVERSITY

Airports use significant volumes of water, and need to manage the release of waste water into sewerage systems and local water courses to reduce the risk of environmental impact. At Heathrow, we are committed to managing water sustainably by sourcing it responsibly, controlling use and efficiency, carefully

managing the disposal of water, and monitoring our impacts on the surrounding environment.

For more detail on what we’re doing to address water and biodiversity at Heathrow, go to: heathrow.com/responsibleheathrow/wasteandwater


Total water used (all sources) (m3) 2,265,944 2,220,772 2,348,324

Total water used (all sources) m3 per pax 0.032 0.031 0.032

Potable mains water used (m3) 1,911,045 1,804,272 1,910,427

Harvested rainwater used (m3)1 4,367 0 0

Borehole water used (m3)2 350,532 416,500 437,897

No. of water quality non-compliance incidents 0 0 0

Biological Monitoring Working Party Score – River Crane upstream/downstream of discharge point (Spring)3 113/65 64/54 51/39

Biological Monitoring Working Party Score – Clockhouse Lane Pit inlet to lake/outlet from lake (Spring)

69/90 40/83 32/46

Retention of Biodiversity Benchmark award4 Yes Yes Yes


OUR COMMITMENT MANAGE OUR WATER SUSTAINABLY BY SOURCING RESPONSIBLY, ENCOURAGING EFFICIENCY, MANAGING DISPOSAL, AND MONITORING OUR IMPACTS.

WATER CONSUMPTION:

2013 TARGET Complete at least 90% of the actions contained in our 2013 operational water use reduction plan.

2013 TARGET PARTIALLY ACHIEVED 81% of actions were complete.

WATER QUALITY:

2013 TARGET Develop and promote a Code of Practice and ‘Polluter Pays’ process aimed at preventing or minimising airfield incidents that pose a risk to local water quality.

2013 TARGET PARTIALLY ACHIEVED A Pollution Prevention Code of Practice has been developed with the Heathrow Sustainability Partnership, and is being rolled out across the airport. The Polluter Pays process is in development and expected to be complete by the end of 2014.

2014 TARGET Complete at least 90% of the actions contained in our 2014 operational water use reduction plan.

2020 GOAL Reduce water consumption per passenger by 2020.

2014 TARGET Deliver the 2014 phase of the pollution prevention control system investment programme to manage aircraft and airfield de-icing fluids to the satisfaction of the Environment Agency.

2020 GOAL No airport water incidents affecting local rivers and lakes.

BIODIVERSITY:

2013 TARGET Retain the Biodiversity Benchmark Award in 2013.

2013 TARGET ACHIEVED This year, we achieved the Biodiversity Benchmark for the sixth year in a row.

2014 TARGET Retain the Biodiversity Benchmark Award for existing sites and achieve the award for the new Prince’s Lake site.

2020 GOAL Work with partners to retain the Wildlife Trust Biodiversity Benchmark.


www.heathrow.com/responsibleheathrow/wasteandwater

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Mayfield Farm

Designed to treat de-icer coming from the airport using natural processes, Mayfield Farm is a leading edgewater treatment facility that removes around seven tonnes of organic pollution from the airport’s surface run off each year.

The water containing de-icer from the airfield is sent to a set of reedbeds where naturally occurring bacteria can break down around 95% of the de-icer, leaving clean water that can be released back into local watercourses.

As well as its biodiversity benefits, the system is much lower in energy consumption compared to the concrete structures previously used, making it cleaner and cheaper to run.

95%

de-icer treated

Monitoring invertebrates at Clockhouse Lane Pit

SAFETY

Keeping everyone safe is one of our values and always our first concern. Looking after everyone at Heathrow is critical to being a responsible business and to running our airport efficiently.

For more detail on how we’re addressing safety at Heathrow, go to: heathrow.com/responsibleheathrow/safety


Employee lost time injuries per 100,000 hours worked 0.45 0.73 0.40

Employee reportable accidents per 100,000 hours worked 0.13 0.17 0.11

Construction reportable accidents per 100,000 hours worked 0.16 0.09 0.04

Passenger accidents within Heathrow’s control per 100,000 passengers1 0.91 0.97 0.66


OUR COMMITMENT ENSURE THAT NOBODY AT THE AIRPORT IS AFFECTED BY ACCIDENT, ILLNESS OR INJURY.

2013 TARGET Reduce Lost Time Injuries to 0.70 or less per 100,000 hours worked.

2013 TARGET ACHIEVED Lost Time Injuries per 100,000 hours worked reduced to 0.40 in 2013. Since launching the ‘Heathrow Safe. It starts with all of us’ campaign in

2013, engagement in health and safety has improved significantly, with employees saying they feel safe in doing their job (91% in Pulse survey) and submitting more near-miss cards.

2014 TARGET No more than 0.57 Lost Time Injuries per 100,000 hours worked.

2020 GOAL At least 10% annual reduction in employee and passenger injuries.

LOOKING AFTER PASSENGERS AND OUR PEOPLE

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It starts with all of us.

With approximately 1,330 aircraft movements a day, 25,000 vehicles and 80,000 staff on site it’s essential that we communicate and embrace a safe culture. We all have a responsibility to identify and report potential hazards. We can only maintain a safe environment through the combined efforts of everyone on site practising a Just Safety Culture.

Derek Provan // Director of Airside Operations

Making Every Journey Better

Making every journey better for our passengers is our purpose. Heathrow’s Making Every Journey Better programme invites all colleagues to suggest and implement improvements to make a difference for our passengers – from providing sign language guidance to all our passenger facing staff to helping us better interpret customer feedback.

Roadshows and newsletters make sure Improvements are spread throughout the airport so that all our passengers can benefit from our employees’ innovative ideas.

Making Every Journey Better is evidence that lots of small improvements do add up to major change.

Kevin Rendle // Heathrow Head of Continuous Improvement

www.heathrow.com/responsibleheathrow/safety

Making safety personal

Safety is one of our core values at Heathrow. We are committed to safeguarding the wellbeing of our people, partners, passengers and members of the public, so it’s important that whether they work airside, in the terminals or in an office environment, our employees understand the role they play in making sure everyone goes home safely every day.

The ‘Heathrow Safe. It starts with all of us’ campaign homes in on making safety everyone’s responsibility. Using real employees in a range of airport roles, the campaign highlights how to support each other to sustain a safe working and travelling environment.

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OUR PEOPLE

The skills, enthusiasm and dedication of our people are key to providing passengers with an excellent experience. That’s why it’s important that our people feel Heathrow is a great place to work. We support our people so they can care for others, maintaining a positive, supportive and safe working environment,

providing excellent conditions of employment and rewarding their hard work.

For more detail on what we’re doing to support our people at Heathrow, go to: heathrow.com/responsibleheathrow/ourpeople


% positive employee survey response “I would recommend Heathrow to a friend looking for a job”

64 64

Ratio of male:female employees 61:39 60:40 60:40

Employees from non-white ethnic backgrounds (%) 38.8 34.3 37.0

Absence rate (average days/annum) 11.07 9.72 9.48

% gender split of employees in senior positions1 NEW MEASUREM 72.3 F 27.7

% new recruits from the local community2 NEW MEASURE 24

% staff completed employee engagement survey 60 69 86

Heathrow Star Awards Scheme delivered3 Yes Yes Yes

% staff receiving performance reviews 99 99 99

Investment in training/coaching (£K) 2,294 2,965 4,042

Permanent employee turnover (%) 5 6.3 7

External recruits 466 346 402

Active members in pension scheme 5021 5814 6054


OUR COMMITMENT MAKE HEATHROW A GREAT PLACE TO WORK.

2013 TARGET Reduce absenteeism to an average of 7.5 days per employee.

2013 TARGET PARTIALLY ACHIEVED Absence continues to be a primary focus for us and in 2013 we took a number of tactical steps including revision of our absence policies

with the Trade Unions and the re-launch of the occupational health contract, focusing on supporting individuals back to work and training for managers.

2014 TARGET Reduce absenteeism to an average of 7.5 days per employee.

2020 GOAL 75% of our employees say Heathrow is a great place to work.

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Heathrow SafeIt starts with all of us

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TO AND FROM THE AIRPORT

Heathrow’s surface access network connects people and freight to Heathrow, supporting its role as the UK’s only hub airport. It generates economic growth by helping UK businesses connect with the existing and emerging markets. Enhancing and promoting sustainable modes of surface access brings benefits for

passengers, the airport and society, while minimising environmental impacts.

For more detail on our sustainable transport plan, go to: heathrow.com/responsibleheathrow/toandfromtheairport


No. passengers using public transport (million) 18.88 17.93 18.07

Passengers using public transport to and from Heathrow (%) 41.10 40.80 40.60

ASQ satisfaction with overall ground transportation 3.9 4.0 3.9

Number of employees car sharing1 1,891 2,562 2,214

Number of employee members of the Heathrow Cycle Hub 620 1572 2100

Number passenger journeys using the Heathrow Pods2 161,487 259,611 265,582


OUR COMMITMENT CONTINUOUSLY ATTRACT MORE PASSENGERS AND EMPLOYEES TO USE PUBLIC AND SUSTAINABLE MODES OF TRANSPORT TO AND FROM THE AIRPORT.

2014 TARGET To complete at least 90% of the actions contained in our Sustainable Transport Plan.

2020 GOAL 750,000 additional passengers per year use public transport to access the airport.

PASSENGER EXPERIENCE

Heathrow’s vision is to be the UK’s direct connection to the world and Europe’s hub of choice. Our purpose is to make every journey better and our passenger principles and services ensure that passenger interests are at the heart of everything we do.

For more detail on how we’re improving passenger experience at Heathrow, go to: heathrow.com/responsibleheathrow/passengerexperience


Passengers rating their overall departure very good or excellent (%) 70 73 75

ASQ satisfaction with ambience1 3.71 3.75 3.83

ASQ satisfaction with courtesy and helpfulness of airport staff 4.03 4.08 4.13

Flight punctuality (%)2 79.21 77.94 77.20


OUR COMMITMENT ENSURE THAT A GREAT PASSENGER EXPERIENCE IS AT THE HEART OF EVERYTHING WE DO TO MAKE EVERY JOURNEY BETTER.

2013 TARGET Achieve an overall ASQ rating 3.9 (Excellent or Very Good).

2013 TARGET ACHIEVED Overall rating from passengers in 2013 was 3.97.

2014 TARGET Retain overall ASQ rating of 3.97 (Excellent or Very Good).

2020 GOAL 80% of passengers rating their overall experience with Heathrow as either Excellent or Very Good.

Getting from Plane-Door to Front-Door Responsibly

Getting off the plane at Heathrow doesn’t mean the end of your journey. To help passengers make smarter, more sustainable travel choices all the way home, we’ve upgraded onward travel information at Terminal 5.

Large digital screens now show clear network maps, purchase points, directions to platforms and the quickest and cheapest route by mode of transport. This is helping us achieve our commitment to increase passengers using public transport to access the airport.

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www.heathrow.com/responsibleheathrow/passengerexperience

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Fun for all the family

Air travel can sometimes feel long and tedious for small children. Our play areas are designed to allow children to burn off some energy before they have to sit still on a flight, and create a holiday atmosphere for families.

In 2013, Heathrow’s ‘Stay & Play’ areas, featuring slides, tunnels and soft foam shapes were recognised by the Mumsnet online community, and picked up an innovation award at Mumsnet’s Family Friendly Awards.

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Our family-friendly approach eases stress on parents by introducing family lanes in security, as well as roaming arts and crafts for the kids, who can also enjoy story time and activities as part of ‘Stay & Play’.

Carol Stokes // Heathrow’s Head of Passenger Experience

LOCAL JOBS AND COMMUNITY INVESTMENT

Heathrow is committed to supporting sustainable economic growth in the communities surrounding the airport. We understand that investing in education, employment & skills and business development will help us achieve our commitment, so we’re working with partners to deliver programmes in each of these areas.

For more detail on how we are supporting local economies and our communities at Heathrow, go to: heathrow.com/responsibleheathrow/localjobsandcommunityinvestment

SUPPORTING ECONOMIC GROWTH AND INVESTING IN OUR COMMUNITIES

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Heathrow employees living in 5 local boroughs1 31,300 31,300 35,297

Employed residents of 5 local boroughs working at Heathrow (%)1 6 6 7

Heathrow employees living in 5 local boroughs (%)1 43 43 53

Academy job outcomes 440 432 525

Academy training outcomes2 108 91 1,007

Employer exhibitors attending Heathrow Career Fair 20 18 34

Attendees (schools and colleges) attending Heathrow Careers Fair3 412 589 5,399

No. of children receiving primary & secondary challenge 5,100 3,483 5,319

Number of businesses participating in Heathrow Business Summit4 93 45 34

Suppliers from 5 local boroughs attending Heathrow Business Summit event

156 225 136

Estimated value of business generated through Heathrow Business Summit event (£ million)

16.2 1.24 11.6

Heathrow voluntary investment in Local Business Support projects (£)5 177,120 95,791 124,910

Heathrow employees volunteering in community projects at Heathrow (volunteer hours)6 NEW MEASURE

493 (May – Dec)

Heathrow investment in Heathrow Community Fund (£) 637,000 376,000 750,000

Heathrow investment in Hillingdon Community Trust (£m)7 1 1 1

Heathrow investment in community as a result of legal obligations (£)8 309,000 419,000 150,000

Third party funds raised through passenger coin collections (£) 133,829 190,531 164,324

Heathrow donation to Charity of the Year (£)9 93,171 15,969 30,112

Third party funds raised through noise fines (£) 43,000 37,500 27,000


Heathrow Community Trust

The Willow Tree Centre in Hillingdon received grants of £25,000 in both 2012 and 2013 to help build new volunteer and maintenance facilities. Volunteers, including staff from Heathrow, maintain 15 acres of woodland, reed beds and meadow with the centre providing outdoor activity facilities for children.

We are indebted to Heathrow Airport, its Community Fund and its employees for their support and belief in what we are doing for the 14,000 young people, of all abilities, who use our Centre every year. The grant is going to help maintain the Centre’s high standards by expanding various environmental works and contributing towards maintenance.

Dawn Palmer // Willow Tree Management

OUR COMMITMENT SUPPORT THE ECONOMIC PROSPERITY OF THE COMMUNITIES SURROUNDING THE AIRPORT.

2020 GOAL 50% of employees at Heathrow are from the local area.

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www.heathrow.com/responsibleheathrow/localjobsandcommunityinvestment

Connecting local businesses to growth

Heathrow opened its doors to 150 SMEs bidding for contracts with the UK’s only hub airport at its Business Summit in 2013. Originally conceived 17 years ago to connect Heathrow with SMEs via new business opportunities, the Heathrow Business Summit gives local companies and SMEs an opportunity to win contracts with Heathrow, through its supply chain, around the airport and across the world.

Over 410 businesses operate on the airport and many more, including two thirds of the UK’s top 300 companies, have set up close by to benefit from the airport’s operations.

Having a contract with Heathrow has given clients the confidence that we can complete the very highest profile, technically challenging, projects.

It’s allowed us to grow to such an extent that we have become the world’s number one in the field of intelligent lighting control.

Graham Boeler // CEO for Andromeda

NATIONAL ECONOMY

The UK is in a global race for trade, jobs and economic growth. Heathrow is the UK’s only international hub airport providing connectivity with global markets, creating economic growth for the UK.

For more detail on how we are supporting the national economy at Heathrow, go to: heathrow.com/responsibleheathrow/nationaleconomy


Heathrow’s annual contribution to the UK economy (GVA) (£bn) NEW MEASURE 6.36 6.58

Average aircraft size (no. seats)1 NEW MEASURE 197 202.8

Heathrow flights operated by next generation aircraft (%)2 NEW MEASURE 1 2.3

Number of long haul seats (m)3 NEW MEASURE 44.1 45

Passengers to emerging markets (%)4 NEW MEASURE 25 25


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OUR COMMITMENT ENHANCE THE REGIONAL AND NATIONAL ECONOMIC BENEFITS OF HEATHROW.

2013 TARGET 75% of the UK public agree that Heathrow is important to the UK economy.

2013 TARGET ACHIEVED An independent survey to assess public perception of the airport revealed that 75% of the UK resident respondents agree that Heathrow is important to the UK economy.

2014 TARGET 77% of the UK public agree that Heathrow is important to the UK economy.

2020 GOAL £500m increase in Heathrow’s annual contribution to the UK economy (GVA) to £6.9bn.

Willow Tree Centre Heathrow Community Fund

www.heathrow.com/responsibleheathrow/nationaleconomy

FOOTNOTESCOMPANY INFORMATION

1 Source: Heathrow Airport Limited (HAL) audited annual accounts.

2 Earnings before interest and tax.3 Figure for Heathrow payroll as at 31 December 2012.4 Includes routes that are operated at least 52 times

per year.5 Heathrow undertakes research into passenger experience

at Heathrow using a Quality Service Monitor (QSM) survey. Around 37,000 passengers participate in the survey each year, which rates specific elements relating to the departure and arrival experience. The rating is based on a scale with 1 = very poor, 5 = excellent.

NOISE

1 The International Civil Aviation Organization (ICAO) sets progressively tighter certifications for civil aircraft, with performance standards described as ‘Chapters’. ICAO requires that aircraft manufactured from 2006 onward must meet the requirements of the Chapter 4 noise standard. For noise charging purposes we have sub-divided Chapter 4 aircraft into High, Base and Low categories and make higher charges for the noisier aircraft.

2 See Footnote 1 for definition of ‘Chapter’. Within the broader Chapters, aircraft are referred to as Chapter 3 ‘high’ and ‘minus’ to reflect aircraft at the top and bottom end of the Chapter 3 standard noise range.

3 Continuous Descent Approach (CDA) is designed to reduce fuel consumption and noise by maintaining a constant 3° descent angle during the approach to the runway before landing, rather than a traditional stepped approach.

4 The Government has set noise controls on night flights at Heathrow. Between 2330 and 0600, aircraft movements are limited to a specific number and noise level.

5 Measurement commenced 2013. We wrote to 2,326 properties in total.

6 Runway alternation provides communities with predictable periods of relief from aircraft noise.

7 During the summer of 2012 we received a significant increase in aircraft noise complaints. There were a number of reasons for this including the second phase of the Operational Freedoms trial which started on 1 July 2012 and ran until 28 February 2013. The trial is exploring how certain procedures could be used to help reduce delays at Heathrow. Of the total number of complaints 27.62% were from the top five complainants, 38.43% from the top 10 and 51.81% from the top 25 complainants.

LOCAL AIR POLLUTION

1 The International Civil Aviation Organization’s Committee on Environmental Protection (CAEP) regularly tightens aircraft engine emissions standards to take technological advances into consideration. The current standard, CAEP/6, came into force in 2008 and requires 12% lower NOX emissions that its predecessor, CAEP/4.

2 Heathrow sets limits for the use of APUs (Auxiliary Power Units or on-board engines) when aircraft are on the ground, to manage emissions. To reduce the need for APUs, 90% of aircraft stands are fitted with electricity connections and 20% provide pre-conditioned air.

3 On the whole, aircraft emissions are on a downward trend from a 2008/9 baseline. We updated our methodology in 2013 to provide more accurate data.

4 Relates to 2011 – 2020 action plan.5 Available in summer 2014.

CLIMATE CHANGE

1 Carbon dioxide equivalent.2 Includes electricity consumption, gas, gasoil and

biomass consumption in boilers; also includes Heathrow Express Depot electricity and gas consumption, but NOT traction energy.

3 Calculated from fixed asset energy using DEFRA/DECC CarbonSmart emissions factors for the relevant year. Emissions factor for grid electricity has reduced, which explains the very small increase in CO2 emissions compared to increase in energy use.

4 Travel to work and business travel.5 This covers HAL owned vehicles, or those where there is a

defined service relationship where HAL is responsible for fuel purchase.

6 Known as the Landing and Take Off cycle, includes approach & landing, take-off & climb, taxiing, ground holding and APU use.

7 Airports Council International (ACI) Europe is the European trade body for airports. ACI’s Airport Carbon Accreditation is an independent, voluntary programme which assesses and recognises participating airports’ efforts to manage and reduce their CO2 emissions. Level 3 Optimisation is the the highest level of performance achievable without offsetting emissions.

8 Emissions from refrigerants, fuel consumption in utilities and company owned/leased operational vehicles/equipment.

9 Emissions from electricity consumption, including Heathrow Express depot.

10 Emissions from aircraft in the Landing and Take Off cycle (as defined by the International Civil Aviation Organization (ICAO)), passenger and staff travel to and from the airport, third party operational vehicles and equipment, HAL employee business travel, waste management, water supply and treatment.

11 HAL controls CO2e performance at Heathrow by directly managing emissions within its operational and financial control. Includes emissions from electricity fuel consumption in utilities, HAL owned/ leased vehicles and refrigerants.

12 HAL guides CO2e performance at Heathrow by agreeing with airport companies and staff the policies, standards and operating procedures used to manage emissions within and close to the airport boundary. Includes emissions from airport staff travel, aircraft on the ground, third party operational vehicles, waste management and water supply and treatment.

13 HAL influences CO2e performance at and beyond Heathrow by engaging with airport stakeholders to develop and promote solutions to managing emissions. Includes emissions from passenger travel to and from the airport and aircraft taking-off and landing.

WASTE

1 The waste data included in our report relates to waste generated by Heathrow Airport Ltd’s activities and waste from tenants, retailers, contractors and others that use the Heathrow waste collection service. Our research suggests this equates to approximately 1/4 of the total waste generated by airport activities. The remaining waste is either generated off-airport, is construction/demolition waste which is reported separately, or it is otherwise managed outside of the Heathrow contract.

2 Waste to landfill increased between 2011 and 2013 due to a change in processing procedures for certain waste streams. Elected waste streams, that were previously being sent to incineration, are now being sorted to extract more recyclable waste, with the remaining waste either turned into refuse derived fuel, or sent to landfill. More recently, a waste stream that was previously landfilled is now recycled.

3 Does not include demolition or excavation waste. Refers to waste recycled and sent to recovery.

WATER AND BIODIVERSITY

1 Terminal 5 rainwater harvesting was not operational during 2012 and 2013 as upgrades to the water treatment system are being undertaken to improve the quality for grey water before use within the terminal.

2 Total use for both T5 boreholes.3 The Biological Monitoring Working Party score gives a

score to a range of invertebrates, depending on their tolerance to pollution. This can tell us the biological water quality of a body of water. >150 indicates very

good quality, 101 – 150 good, 51 – 100 fair, 16 – 50 fair, 0 – 15 poor. In 2012, River Crane scores were affected by a pollution incident not linked to Heathrow Airport, upstream of the airport discharge point into the river.

4 Heathrow first achieved the biodiversity benchmark in 2003 and remains the only airport to achieve the benchmark.

SAFETY

1 Deemed to be attributable to a Heathrow process, person or asset.

OUR PEOPLE

1 Senior positions are those in ASM positions or above (managerial).

2 Local community refers to recruits from the five boroughs surrounding the airport: Hounslow, Hillingdon, Slough, Spelthorne and Ealing.

3 Heathrow Star awards are Heathrow’s employee recognition awards. They aim to recognise individual acts, which help Heathrow achieve its mission of ‘making every journey better’.

PASSENGER EXPERIENCE

1 Source: Airports Council International. The Airport Service Quality (ASQ) Survey is the world’s leading independent airport customer satisfaction benchmark programme.

2 Departure punctuality is measured as % of flights departing within 15 minutes of their scheduled departure time.

TO AND FROM THE AIRPORT

1 Active members of the Heathrow Carshare Scheme.2 Heathrow Pods are on-demand, driverless electric vehicles

providing transport for passengers between the business car park and Terminal 5. The pods reduce the number of bus journeys and therefore emissions around the airport.

LOCAL JOBS AND COMMUNITY INVESTMENT

1 The Heathrow employment survey is undertaken every five years. Figures for 2011 and 2012 are taken from the 2011 interim employment survey.

2 Training outcomes in years prior to 2013 included apprenticeship and NVQs. From 2013, this also included pre-employment training provided through the Heathrow Academy.

3 Figures for 2011 and 2012 include students attending the Fair. Figures for 2013 include the total number of attendees from schools and colleges attending the Fair.

4 Figures for 2011 and 2012 refer to the previous ‘Meet the Buyer’ event, which was upgraded in 2013 to the ‘Heathrow Business Summit’.

5 Business Support is focused on the five local boroughs and includes membership of chambers of commerce and sponsorship of events.

6 In 2013, Heathrow revised its approach to calculating employees’ time spent volunteering. In the interest of consistency, hours will be reported from 2013 onwards.

7 Hillingdon Community Trust is a local grant-making trust funding voluntary and community projects and activities in the London Borough of Hillingdon funded by Heathrow Airport Ltd.

8 Relates to Section 106 planning requirements for the development of Terminals 5 and 2. Amount reduced in 2013 as requirements for T5 came to an end.

9 Charity of the Year in 2013 was Oxfam.

NATIONAL ECONOMY

1 Operating larger aircraft that can carry more passengers at a time enables Heathrow to continue to operate one of the most efficient hubs in the world.

2 Next generation aircraft including B787 and A380.3 Flights further than Europe/North Africa.4 Passengers to emerging markets (non Organisation for

Economic Co-operation and Development member).

© Heathrow Airport Limited V1 May 2014

OUR APPROACH TO RESPONSIBLE BUSINESS WAS RECOGNISED IN 2013

Heathrow was awarded Champion of Champions in the Green Apple Awards for Environmental Best Practice and Sustainable Development, thanks to initiatives including the innovative ‘Heathrow Pods’, and our carbon reduction, renewable energy and sustainable transport strategies.

Heathrow’s Terminal 2, our most sustainable terminal yet, was awarded the Sustainability Leaders Award for most sustainable private sector building.

Heathrow’s commitment to responsible business was recognised in Business in the Community’s annual benchmark, the Corporate Responsibility Index (CR Index) and was the only airport business to be included in the top 10, achieving four stars out of five.

For the fourth year running, Heathrow achieved Level 3 ‘Optimisation’ by Airport Carbon Accreditation, the carbon management certification standard for airports in Europe, Asia-Pacific and Africa. This is the highest level of performance achievable without offsetting emissions.

Recognising a commitment to biodiversity management, Heathrow was awarded the Wildlife Trust Biodiversity Benchmark for the sixth year in a row.

Documents

Responsible Heathrow Summary 2013