the CAA said - Heathrow Airport

CAP 1027
Chapter 11: Regulatory Incentives - Service Quality
appropriate.
11.106 The CAA sees merit in developing more mature commercially driven
governance vehicles for some airport operator/airline transactions,
reflecting what is commonly seen at competitive airports. However, in
the short term, and especially given the CAA’s views on HAL’s SMP,
the CAA does not consider it is in passengers’ interests to remove
large elements of the current service quality protection to a voluntary
service charter. This is not to say that other issues that arise should
not be considered for inclusion in a service charter between HAL and
the airlines or that elements that are currently within the SQR should
not be moved to a voluntary charter in Q7 if performance in Q6 is
satisfactory. The CAA would welcome collaborative efforts in this
direction in the course of Q6.
CAA initial proposals
11.107 Broadly speaking, the CAA proposes to retain the Q5 SQR and use it
as the framework for the Q6 service quality regulatory incentives. The
CAA proposes this on the basis that it has been largely agreed
between HAL and the airlines and is consistent with the CAA’s
independent validation of passenger priorities and research.
11.108 Within this broad framework, the CAA proposes to make the following
key changes:
• harmonisation of security queue standards for direct and transfer
search;
• publication of a passenger satisfaction measure on security; and
• a reduction in the number of performance measures published in
the terminal building to aid communication of performance with
passengers.
11.109 Appendix A summarises the CAA’s initial proposals for service quality
standards. Each area of service quality has the same aggregated
rebate across its elements by terminal, but there are specific
allocations by terminal to account for PCA and the track transit
systems where appropriate. Terminal 2 has been treated as per
Terminal 5 pending discussions with HAL and the airlines.
April 2013 Page 196