Q6 Full Business Plan - Heathrow Airport

3. Our vision and priorities for Q6
3.3 Our proposition for Q6
Through our focus on the Q6 priorities and our service
propositions, we will deliver a better experience for the
passenger with noticeable improvements across their
entire journey. As our focus is on improving the end to
end passenger journey, this encompasses the work of
third parties who together with Heathrow Airport
collaborate to provide the service to the passenger.
Figure 3.3 summarises the proposition for our passengers
and airlines showing each of the propositions and how
they contribute to improving the end to end passenger
journey. Chapter 4 then outlines in more detail how each
of the propositions will be achieved.
Figure 3.3: Our propositions for Q6
Priorities
Some of the most significant improvements for the
passenger in Q6 are planned around punctuality and
on queuing standards in transfer passenger security,
together with the impact of the new Terminal 2.
These are described further in the section 3.4 below.
Service propositions
High quality terminals
Courteous service and efficient security
Deliver a noticeably
better, ‘hub of choice’
passenger experience
Smoother journeys
An end-to-end passenger experience
Enable punctuality and resilience
Improve capacity utilisation
Deliver improved resilience
and sufficient hub capacity
Improve connections and baggage
Focus on sustainability
Increase non-aeronautical income
Retire old facilities
Ensure a competitive total
cost of operation
Increase operational efficiencies
Support reduction of airline costs
© Heathrow Airport Limited 2013
Heathrow Q6 Full Business Plan - Public version | Chapter 3 Page 19