Q6 Full Business Plan - Heathrow Airport

More documents

Recommendations

Info

4. Our proposition for Q6 High quality terminals Deliver a noticeably better, ‘hub of choice’ passenger experience 4.1. Improved passenger experience 4.1.1 High quality terminals After the opening of T2 in 2014, Heathrow’s passengers will be travelling through one of the most modern set of terminals at a hub airport anywhere in the world. More than 60% of passengers will experience leading-edge ‘new’ terminals. The other 40% will experience the recently upgraded T4, or T3, which will have selective investment in Q6 so it continues to provide a great passenger experience for the remainder of its operational life. These improvements, which will be done in conjunction with core asset replacement, include a modest enhancement in T3 in order to improve ambience, particularly in arrivals and the piers. In T4 we will make modest enhancements in the arrivals and forecourt areas, building on the work done in Q5 which focused on the check in and the departure lounge. Planning for the future, we will also commence design and delivery of a further phase of T2, for completion late in Q7, in order to be able to continue to provide high quality terminals into the future as passenger numbers grow. We will target a substantial proportion of investments in Q6 at replacing or maintaining core assets that underpin the passenger experience and operation of the airport. This will allow us to sustain the improvements we made during Q5 and provide a strong platform for further improvements, ensuring effective risk avoidance and legal safety compliance. Examples of core assets to be sustained include replacing lifts, escalators and terminal air conditioning, refurbishing toilets and floor finishes, and replacements for core back office systems and infrastructure. Many of these asset replacements will further enhance passengers’ perception and experience and enable an efficient operation at Heathrow. Page 24 Heathrow Q6 Full Business Plan - Public version | Chapter 4 © Heathrow Airport Limited 2013
4. Our proposition for Q6 Courteous service and efficient security Deliver a noticeably better, ‘hub of choice’ passenger experience 4.1.2 Courteous service and efficient security Passengers appreciate the help they get from informed, courteous staff. Often that help is given by the airport’s employees on behalf of all its customers. We will continue to train all staff – including PRM (passengers with reduced mobility) operators, cleaners and retail staff – to provide a consistent level of passenger service. More passenger service interactions will be with ‘mobile’ staff that will use tablet computers to provide real-time information for passengers when they need it. We will make these improvements from within existing operating cost budgets. Throughout Q6 we will sustain security improvements delivered during Q5 – which have focused on reducing waiting times and ensuring staff courtesy – while continuing to guarantee high levels of safety and compliance. As described in Section 3.4, we will extend our existing baseline level of service for direct passengers to transfer passengers, so that 99% of the time passengers wait less than ten minutes - whether a direct passenger or a transfer passenger. We believe this is the shortest passenger security queue standard of any major hub in Europe. Within the overall baseline service above we propose a harmonised upper threshold for direct and transfer passengers at a level which deploys broadly the equivalent overall level of capital and operating cost as in Q5. To further improve consistent baseline service for all passengers, we propose moving to an equivalent per passenger measure once the measurement technology becomes available. We will continue to explore opportunities to improve security, considering all possible options. For example, one significant opportunity would be a policy change by the DfT to allow passengers to keep tablet computers in their bags at security which would improve the passenger experience and reduce operational costs. © Heathrow Airport Limited 2013 Heathrow Q6 Full Business Plan - Public version | Chapter 4 Page 25
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
Page 15 and 16: © Heathrow Airport Limited 2013 He
Page 17 and 18: Our vision and priorities for Q6 Ou
Page 19 and 20: 3. Our vision and priorities for Q6
Page 21 and 22: 3. Our vision and priorities for Q6
Page 23: Our proposition for Q6 In this chap
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
Page 35 and 36: 4. Our proposition for Q6 Support r
Page 37 and 38: © Heathrow Airport Limited 2013 He
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

Create successful ePaper yourself

Delete template?

Save as template?