the CAA said - Heathrow Airport

CAP 1027
Chapter 11: Regulatory Incentives - Service Quality
passenger benefit commensurate with the cost of providing a higher
level of service in staff search, and thus does not propose to increase
the standard or to introduce a bonus in this area. Thus, the CAA
proposes to keep the standard as it is in Q5 (with 95% of 15 minute
measurements within 10 minutes).
11.76 The CAA proposes that rebates allocated to staff search remain in line
with Q5. The CAA seeks views as to whether there should be a
restriction that staff search must remain open during operational
hours.
Control posts
11.77 Whilst under the definitions in the Act, control posts may not
necessarily fall under "airport operation services", the CAA considers
this process to be essential to on-time performance of airline services,
and hence it is in the passengers' interest to continue to incentivise
the service quality of this element.
11.78 The airlines have proposed an improvement in the standard from 95%
of vehicles within 15 minutes to 95% of vehicles within 10 minutes.
The airlines also felt that the performance of the control posts should
be disaggregated to ensure consistent performance.
11.79 HAL proposed the standard remains at that agreed for Q5+1 of 95%
of vehicles within 15 minutes, with the performance averaged across
all the control posts. The CAA has not seen evidence that there
would be an increase in passenger benefit commensurate with the
cost of providing a higher level of service at the control posts, and
proposes to keep the standard at 95% of vehicles within 15 minutes.
11.80 In order to ensure consistent service delivery, the CAA proposes to
amend the metric so that it applies to each group of control posts
separately. The groups are defined as:
• CTA = CP5, CP8;
• Cargo = CP10, CP10a, CP25a;
• Eastside = CP14, CP16;
• Terminal 5 = CP18, CP19, CP20; and
• Southside = CP24.
April 2013 Page 190