Q6 Full Business Plan - Heathrow Airport

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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
4. Our proposition for Q6 An end-to-end passenger experience Deliver a noticeably better, ‘hub of choice’ passenger experience 4.1.4 An end-to-end passenger experience Easy access to the airport is a vital component of the end-to-end passenger experience, so we will focus on improving the choice and quality of access to Heathrow still further. Crossrail will replace Heathrow Connect to provide direct rail services to Central London, the City and Canary Wharf. As a result, over 2.5 million more people will live within a 60-minute isochrone of the airport, strengthening Heathrow’s catchment area. Heathrow’s strategic surface access infrastructure will have undergone significant refurbishment. Targeted asset replacement – including road and rail tunnels, rail stations, track and Heathrow Express rolling stock – will provide a more reliable and resilient transport network. The co-location of Long Stay car parks will make them easier to find, especially from the west of the airport. An additional Personal Rapid Transport (PRT) – equivalent to the current T5 service – will run from Central Terminal Area (CTA) business parking to T2 and T3. Passengers will start to see a new, more efficient CTA as they arrive at Heathrow, with a simplified road system, the new T2 Multi-Storey Car Park 2 and de-cluttering through the removal of obsolete buildings. © Heathrow Airport Limited 2013 Heathrow Q6 Full Business Plan - Public version | Chapter 4 Page 27
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
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Page 11 and 12: Our transformation to date Since 20
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Page 17 and 18: Our vision and priorities for Q6 Ou
Page 19 and 20: 3. Our vision and priorities for Q6
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Page 23 and 24: Our proposition for Q6 In this chap
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Page 39 and 40: Aeronautical charges This chapter o
Page 41 and 42: 5. Aeronautical charges Table 5.1:
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Page 47 and 48: Dependencies and risks This chapter
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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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