Q6 Full Business Plan - Heathrow Airport

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3 Page 16 Heathrow Q6 Full Business Plan - Public version | Chapter 3 © Heathrow Airport Limited 2013
Our vision and priorities for Q6 Our vision is to be ‘the UK’s direct connection to the world and Europe’s hub of choice by making every journey better’, and is supported by our priorities for Q6 around passenger experience, hub capacity and resilience, and a competitive cost of operation. 3.1 Our framework for Q6 We first established our vision to be ‘the UK’s direct connection to the world and Europe’s hub of choice by making every journey better’ with our airline customers in 2010 and it continues to have strong support. It is a positive aspiration for Heathrow – one that will bring benefit to passengers, airlines and the UK economy as a whole by securing connectivity to key destinations around the world. We have developed three priorities for Q6 around passenger experience, hub capacity and resilience, and a competitive cost of operation. These have been agreed with the airline community through CE. These priorities shape and guide our thinking, particularly when considering solutions for Q6. Together with the airline community, we have also defined a set of passenger principles, which capture what drives a positive experience throughout the passenger journey at Heathrow, and a set of service propositions. These were developed collaboratively with the airlines, based on a gap analysis of the current passenger experience. Both a Community and a Heathrow-specific version of the service propositions were developed and subsequently agreed in April 2012. In this way passenger interests are embedded at the very heart of future developments at Heathrow. Figure 3.1 sets out the relationships between the vision, priorities and service proposition for Q6 and how they are guided by the passenger principles. Figure 3.1: Framework for Q6 Vision Priorities Service propositions The UK’s direct connection to the world and Europe’s hub of choice by making every journey better Deliver a noticeably better, ‘hub of choice’ passenger experience Deliver improved resilience and sufficient hub capacity Ensure a competitive total cost of operation High quality terminals Courteous service and efficient security Smoother journeys An end to end passenger experience Enable punctuality and resilience Improve capacity utilisation Improve connections and baggage Focus on sustainability Increase non-aeronautical income Retire old facilities Increase operational efficiencies Support reduction of airline costs Guided by passenger principles, enabled by collaboration and leading towards the Masterplan © Heathrow Airport Limited 2013 Heathrow Q6 Full Business Plan - Public version | Chapter 3 Page 17
Page 1 and 2: Q6 Full business plan Public versio
Page 3 and 4: Executive summary Passenger experie
Page 5 and 6: Introduction and context Passengers
Page 7 and 8: 1. Introduction and context Figure
Page 9 and 10: 1. Introduction and context 1.7 Inv
Page 11 and 12: Our transformation to date Since 20
Page 13 and 14: 2. Our transformation to date 2.2 I
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Page 19 and 20: 3. Our vision and priorities for Q6
Page 21 and 22: 3. Our vision and priorities for Q6
Page 23 and 24: Our proposition for Q6 In this chap
Page 25 and 26: 4. Our proposition for Q6 Courteous
Page 27 and 28: 4. Our proposition for Q6 An end-to
Page 29 and 30: 4. Our proposition for Q6 Improve c
Page 31 and 32: 4. Our proposition for Q6 Focus on
Page 33 and 34: 4. Our proposition for Q6 Increase
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Page 39 and 40: Aeronautical charges This chapter o
Page 41 and 42: 5. Aeronautical charges Table 5.1:
Page 43 and 44: 5. Aeronautical charges 5.1.2. Oper
Page 45 and 46: 5. Aeronautical charges Notwithstan
Page 47 and 48: Dependencies and risks This chapter
Page 49 and 50: Box 6.1 Sustainable hub capacity gr
Page 51 and 52: 6. Dependencies and risks 6.4.4. Fa
Page 53 and 54: Conclusion This Full Business Plan
Page 55 and 56: Terminal 1 Departure lounge extensi

Q6 Full Business Plan - Heathrow Airport

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