Q6 Full Business Plan - Heathrow Airport

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