the CAA said - Heathrow Airport

CAP 1027
Appendix A: Summary of CAA proposals for service quality standards and rebates during Q6
APPENDIX A
S u m m a r y o f C A A p r o p o s a l s f o r s e r v i c e q u a l i t y s t a n d a r d s a n d r e b a t e s d u r i n g
Q 6
A1
Unless specified otherwise, definitions apply throughout this appendix as set out in Annex H of the Economic
Regulation of Heathrow and Gatwick Airports 2008 - 2013 - CAA Decision, and any subsequent amendments,
reflecting current operation of financial incentives in Q5.
i) Passenger satisfaction measures (bonuses and publication in terminal also apply)
Terminals 1, 2, 3, 4, 5
Element Metric Standard Rebate:
annual max
Rebate:
annual max
Bonus level
Changes
from Q5
Publication in
terminal
Q5 (T5)
proposal Q6
1 Departure QSM scores –
3.9 0.36% 0.36% 4.1 Varying Yes – as Q5
2
lounge seating
availability
Cleanliness
moving annual
average
4.1 0.36% 0.36% 4.3
increases in
standards for
both rebates Yes – as Q5
3 Wayfinding 4.1 0.36% 0.36% 4.3
and bonuses
from Q5
Yes – as Q5
April 2013 Page 251