Q6 Full Business Plan - Heathrow Airport

4. Our proposition for Q6
Smoother journeys
Deliver a noticeably
better, ‘hub of choice’
passenger experience
4.1.3 Smoother journeys
As airlines are relocated post the
opening of T2 and prior to the
closure of T1, terminal capacity will
more closely match demand,
enabling a smoother and more
predictable journey.
The modern layout in T2 will enable
simpler flows that passengers already
experience in T5. Passengers will
have the choice of using either
self-service kiosks or self bag-drop
facilities (subject to successful trials),
or using full-service check-in desks
and customer service desks, if they
wish. Entering security will be faster,
thanks to automated ticket
presentation in place across
Heathrow.
Passengers will find it easier to find
their way and to access the very
latest information, when they need
it. Some signage will go digital, so
it can be changed dynamically.
Wayfinding will be personalised and
mobile – so passengers can get
real-time information on their mobile
device that guides them through the
airport, using indoor location-based
services as they become available.
This, coupled with enhanced
information on facilities and services,
will allow them to plan their time in
the airport. The ambience of
departure lounges will be more
relaxed, with a broad range of
services to appeal to all passenger
types – from retail and catering, to
services such as lounges targeted at
transfer passengers. There will also be
targeted initiatives to provide extra
services to specific passenger groups
– such as PRMs and connecting
passengers. Complimentary Wi-Fi
will further enhance the passenger
experience and enable additional
services.
Heathrow will continue to support
the Border Force (BF) to deliver a
high quality service. We recommend
that we should be obliged to publish
immigration waiting times to give
passengers greater transparency on
the service they should expect.
On arriving in the UK, we aspire that
passengers’ immigration experience
will be noticeably different from
today, with more EEA (European
Economic Area) passengers using
automated immigration gates. With
investment from the BF in
automated gates and the continued
roll-out of e-passports across the EU
(full enrolment by the end of 2016),
many more of Heathrow’s EU
passengers could be able to use
automated gates. All of our progress
in improving immigration is
dependent on the support of the BF,
and so we are working with them to
achieve this outcome.
In addition to ensuring smooth
departures for the passenger, we will
also improve baggage capacity and
resilience to enable further
improvements in the baggage
product. Passengers can be confident
in the knowledge that if something
does not go to plan, they will be
looked after, and that the airport
and airlines will work together to
minimise their stress and enable
them to progress their journey.
We will also adopt new technology
to improve the process and the
quality of the passenger experience
as proven technologies become
available. This will be enabled by the
more flexible approach to capital
investment now proposed, and
through the use of a small
innovation fund.
Page 26 Heathrow Q6 Full Business Plan - Public version | Chapter 4 © Heathrow Airport Limited 2013