Heathrow Airport SQRB Performance Report · Heathrow Performance Report October 2017 Will be raised and allocated to the relevant parties that used the terminal in the relevant month

To:

Cc:

Printed: 27 November 2017

Heathrow Performance ReportService Quality Rebate and Bonus - October 2017

Integrated Planning and Performance - Airport Operations

* SQRB calculation based on moving annual average (MAA) for these metrics

Service Level Performance

T2 T3 T4 T5 T2 T3 T4 T5 ALL

3.80 3.80 3.80 3.80 0.99 0.99 0.99 0.99

4.00 4.00 4.00 4.00 0.99 0.99 0.99 0.99

4.10 4.10 4.10 4.10 0.99 0.99 0.99 0.99

4.30 4.30 4.30 4.30 0.99 0.99 0.99 0.99

0.99 0.99 0.99 0.99

0.98 0.98 0.00 0.98

0.95 0.95 0.95 0.95 0.99 0.99 0.99 0.99

0.99 0.99 0.99 0.99 0.00 0.00 0.00

0.95 0.95 0.95 0.95 0.99 0.99 0.99 0.99

0.95 0.95 0.95 0.95

CTA Cargo EastSide T5 SouthSide

Control Post Security Search

0.95 0.95 0.95 0.95 0.95

-£ -£ 0 4.10 4.38 4.08 4.29 4.09 -£ -£ 0

-£ -£ 0 4.20 4.40 4.18 4.21 4.27 -£ -£ 0

-£ -£ 0 4.20 4.31 4.22 4.24 4.23 33,580£ 419,748£ 10

-£ -£ 0 4.40 4.42 4.39 4.39 4.39 -£ -£ 0

-£ -£ 0 Total 33,580£ 419,748£ 10

-£ -£ 0

-£ -£ 0 Bonus: All business units must exceed Lower Threshold.

-£ -£ 0 Lowest Score will be used to calculate bonus term each month for qualifying measures

-£ -£ 0 Financial year is from January 2017 - December 2017

-£ -£ 0

-£ -£ 0

-£ -£ 0

-£ -£ 0

-£ -£ 0

-£ -£ 0

-£ -£ 0

-£ -£ 0

-£ -£ 0

Total -£ -£ 0

Credit Notes:

Arrivals reclaims

Or contact: [email protected]

Printed: 27 Nov 2017 at 15:16. For further information please click here

99.44%

Estimated

Rebate

Total

FailuresTotal Pass

Estimated

Bonus

Estimated

Bonus

FEGP

Pre-conditioned air

Pier Service

Cleanliness

Stands

Jetties

Stand entry guidance

98.02% 95.10%

Control Posts Search

Rebates:

Wayfinding

4.70Flight information

CSA Queues - Both

Based on 15min time periods measured

Transfer Search

T2

Heathrow Performance Report October 2017

Will be raised and allocated to the relevant parties that used the terminal in the relevant month pro-rata with the airport charges incurred for passenger services in that month.

Aerodrome Congestion


Staff search

Security*4.26 4.22 4.23 4.19

Accuracy and ease of finding flight information

Wi-Fi*Ease of using WiFi

4.40 4.18 4.21 4.27

Staff Search

4.31 4.22 4.24


CSA queues - Times queue <10 minutes

PCA

SEGs

Availability of Pre-conditioned Air

4.50

4.39

4.23

96.32%

T2 T3

CSA queues - Times queue <5 minutes96.64% 97.05%

T4 T5

Departure lounge seat availability

99.82%

Estimated

Rebate

99.68% 96.42%

Aerodrome congestion

TTS - One carTrack Transit System - one car availability

Upper

Threshold

4.50

4.50

99.16%

Campus

99.96%

98.20% 96.73% 100% 99.04%

TTS - Two carsTrack Transit System - % time two cars available

97.97% 95.47%

Oct - 2017 YTD

Financial Report- Bonus and Rebates

Bonuses:

T3 T4 T5

99.86%

Transfer search

Passenger Sensitive Equipment (Priority)

Passenger Sensitive Equipment (General)

4.18 4.18

99.98%99.79%Based on 15min time periods measured

99.71%

97.47% 97.72%

99.99%

99.96%

98.27%

Passenger satisfaction

% Pier served passengers

Arrivals ReclaimsBag reclaim belts availability

99.95%

YTDOct - 2017

99.96%

90.70%

99.50%

99.41%

99.85%

99.98%

99.81%

99.88%

99.80%

100%

99.88%

99.98%

99.97%

99.90%

100%

99.97%

95.53%

4.38

4.23

4.42

99.48%

99.62%

99.84%

99.98%

99.68%

99.80%

Lower

Threshold

100%Pier Service*

99.91% 99.98%

Passenger Experience and Service Level Performance

99.68%

99.54%

99.82%

99.99%

99.88%

Departure lounge seat availability*Ease of finding a seat

Cleanliness*Overall cleanliness of the terminal

Wayfinding*Ease of finding your way around the airport

Flight information*

PSE (General)

PSE (Priority)

StandsAvailability of stands

FEGP

4.08 4.29 4.09

Availability of Passenger Sensitive Equipment (Priority)

Availability of Air-Bridges4.17

4.39 4.39Availability ofFixed Electrical Ground Power

Jetties

Availability of Passenger Sensitive Equipment (General)

mailto:[email protected]








2 Target Oct-17 vs. Sep-17 Target Oct-17 vs. Sep-17

`

`

Notes:

Passenger experience rating threshold 0 to 5, with 5 the highest score.

Terminal 2 Performance Report October 2017

Based on 15min time periods

measured

0.08%

Jetties

Availability of Air-Bridges

Printed: 27 Nov 2017 at 15:16. For further information please contact: [email protected] or click here.

-0.01

0.00

0.00

-0.02

0.00

1.16%

0.00%

-0.65%

1.15%

0.01%

-0.01%

-0.16%

0.66%

99.00%

99.00% 99.88%

95.00%

0.00%


4.10 4.31

4.383.80 -0.02 99.00% 99.68%

99.00% 99.82%

Cleanliness*Overall cleanliness of the

terminal

Ease of finding your way

around the airport

Wayfinding*

Ease of finding a seat

Departure lounge

seat availability*0.08%

0.16%

0.03%

4.00 4.40

PSE (General)

Availability of Passenger

Sensitive Equipment (General)

99.00% 99.71%

98.00% 99.99%

PSE (Priority)


Sensitive Equipment (Priority)

Availability Fixed Electrical

Ground Power

SEGs

Availability of Stand entry

guidance

PCA

Availability of Pre-Conditioned

Air

99.00%

99.00% 99.96%

99.54%

99.99%

98.27%

Transfer Search

StandsAvailability of stands

FEGP

Pier Service*% Pier served passengers

99.00% 99.95%

95.00%Arrivals reclaimsBag reclaim belts availability

Ease of using WiFi

Wi-Fi*


Security*

CSA queues - Times

queue <5 minutes

95.00% 98.20%

99.16%

96.64%

4.30

Staff search

95.00%


measured

4.42

4.23

4.26

Accuracy and ease of finding

flight information

Flight information*

CSA queues - Times

queue <10 minutes


measured


measured

3.70

3.90

4.10

4.30

4.50

3.90

4.10

4.30

4.50

Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep Oct

4.00

4.10

4.20

4.30

4.40

4.50

4.20

4.30

4.40

4.50

3.90

4.10

4.30

4.50

4.00

4.10

4.20

4.30

4.40

4.50

94%

96%

98%

100%

98%

99%

100%

94%

96%

98%

100%

94%

96%

98%

100%


98%

99%

100%

98%

99%

100%

98%

99%

100%

98%

99%

100%

98%

99%

100%

97%

98%

99%

100%

98%

99%

100%

94%

96%

98%

100%

98%

99%

100%



















2

Rebates:

Departure lounge seat availability -£ -£ 0

Cleanliness -£ -£ 0

Wayfinding -£ -£ 0

Flight information -£ -£ 0

CSA queues - Both -£ -£ 0

Staff search -£ -£ 0

Transfer search -£ -£ 0

PSE (General) -£ -£ 0

PSE (Priority) -£ -£ 0

Stands -£ -£ 0

FEGP -£ -£ 0

Jetties -£ -£ 0

PCA -£ -£ 0

SEGs -£ -£ 0

Pier Service -£ -£ 0

Arrivals reclaims -£ -£ 0

-£ -£ 0

Bonuses:

Measure

Departure lounge seat availability MAA 4.10 4.50 4.38 -£ -£ 0

Cleanliness MAA 4.20 4.50 4.40 -£ -£ 0

Wayfinding MAA 4.20 4.50 4.31 33,580£ 419,748£ 10

Flight information MAA 4.40 4.70 4.42 -£ -£ 0

33,580£ 419,748£ 10

Credit Notes:

Financial year is from January 2017 - December 2017

Bonus: All business units must exceed Lower Threshold.

Lowest Score will be used to calculate bonus term each month for qualifying measures

All bonus measures are based on MAA

Oct - 2017

ActualEstimated Bonus (All

Terminals)

Number of

Bonus

Year-to-Date

Estimated Bonus (All

Terminals)


Financial Report - Bonus and Rebates

Target

Achieved

Year-to-DateOct - 2017

Estimated RebateNumber of

failuresEstimated Rebate

Upper

Threshold




Lower

Threshold








`

`

Notes:



measured


measured


measured


Jetties


95.00% 95.53% 0.08%% Pier served passengers

0.01%

99.97% 0.07%

99.90% 0.05%

100%98.00%


guidance

PCA


Air

99.00% 99.79% 0.24%Bag reclaim belts availability

Transfer Search95.00% 96.73% 0.97%

4.17 -0.01 99.00%


Staff search95.00% 99.82% -0.13%

Arrivals reclaims

CSA queues - Times

queue <10 minutes99.00% 100% 0.29%

Pier Service*

CSA queues - Times

queue <5 minutes95.00% 97.05% -0.24% 99.00%

SEGs

Ease of using WiFi

Security*


measured

4.22 -0.01

99.98% 0.00%Accuracy and ease of finding

flight information

Wayfinding*4.10 4.22 0.00

Stands99.00% 99.85% -0.03%


around the airport

Availability of stands


Ground Power

Flight information*4.30 4.39 0.00

FEGP99.00%

Wi-Fi*


99.00% 99.50% -0.04%

99.00% 99.41% -0.19%Overall cleanliness of the

terminal

PSE (General)



PSE (Priority)




Cleanliness*4.00 4.18 -0.01


Departure lounge

seat availability*3.80 4.08 0.00

3.70

3.90

4.10

4.30

4.50

3.90

4.10

4.30

4.50


4.00

4.10

4.20

4.30

4.40

4.50

4.20

4.30

4.40

4.50

3.90

4.10

4.30

4.50

4.00

4.10

4.20

4.30

4.40

4.50

94%

96%

98%

100%

98%

99%

100%

94%

96%

98%

100%

94%

96%

98%

100%


98%

99%

100%

98%

99%

100%

98%

99%

100%

98%

99%

100%

98%

99%

100%

97%

98%

99%

100%

98%

99%

100%

93%

95%

97%

99%

98%

99%

100%



















3

Rebates:










Stands -£ -£ 0

FEGP -£ -£ 0

Jetties -£ -£ 0

PCA -£ -£ 0

SEGs -£ -£ 0



-£ -£ 0

Bonuses:

Measure


Cleanliness MAA 4.20 4.50 4.18 -£ -£ 0

Wayfinding MAA 4.20 4.50 4.22 33,580£ 419,748£ 10


33,580£ 419,748£ 10

Credit Notes:







Oct - 2017 Year-to-Date

Lower

Threshold

Upper

ThresholdActual


Terminals)


Terminals)

Number of

Bonus





Target

AchievedEstimated Rebate Estimated Rebate

Number of

failures








`

`

Notes:



measured


measured


measured


Jetties


95.00% 99.97% 0.01%% Pier served passengers

99.98% -0.02%

99.88% -0.09%


guidance

PCA


Air

99.00% 99.86% 0.56%Bag reclaim belts availability

Transfer Search95.00% 100% 0.00%

4.18 -0.01 99.00%


Staff search95.00% 99.68% -0.32%

Arrivals reclaims

CSA queues - Times

queue <10 minutes99.00% 99.91% -0.09%

Pier Service*

CSA queues - Times

queue <5 minutes95.00% 97.47% -0.05% 99.00%

SEGs

Ease of using WiFi

Security*


measured

4.23 0.00

100% 0.00%Accuracy and ease of finding

flight information

Wayfinding*4.10 4.24 -0.01

Stands99.00% 99.80% -0.09%


around the airport



Ground Power

Flight information*4.30 4.39 -0.01

FEGP99.00%

Wi-Fi*


99.00% 99.81% 0.04%

99.00% 99.88% 0.18%Overall cleanliness of the

terminal

PSE (General)



PSE (Priority)




Cleanliness*4.00 4.21 -0.01


Departure lounge

seat availability*3.80 4.29 0.00

3.70

3.90

4.10

4.30

4.50

3.90

4.10

4.30

4.50


4.00

4.10

4.20

4.30

4.40

4.50

4.20

4.30

4.40

4.50

3.90

4.10

4.30

4.50

4.00

4.10

4.20

4.30

4.40

4.50

94%

96%

98%

100%

98%

99%

100%

94%

96%

98%

100%

94%

96%

98%

100%


98%

99%

100%

98%

99%

100%

98%

99%

100%

98%

99%

100%

98%

99%

100%

98%

99%

100%

94%

96%

98%

100%

98%

99%

100%



















4

Rebates:










Stands -£ -£ 0

FEGP -£ -£ 0

Jetties -£ -£ 0

PCA

SEGs -£ -£ 0



-£ -£ 0

Bonuses:

Measure


Cleanliness MAA 4.20 4.50 4.21 -£ -£ 0

Wayfinding MAA 4.20 4.50 4.24 33,580£ 419,748£ 10


33,580£ 419,748£ 10

Credit Notes:








Lower

Threshol

Upper

ThresholActual

Estimated Bonus

(All Terminals)

Estimated Bonus

(All Terminals)

Number of

Bonuses





Target


Number of

failures








`

`

Notes:



measured


TTS - One car

TTS - Two cars

99.00% 99.96% 0.00%

97.00% 99.44% -0.18%Track Transit System - % time

two cars available

Track Transit System - one car

availability

Transfer Search95.00% 99.04% 0.36%

0.07%% Pier served passengers

Staff search99.00% 99.98% 1.30%

CSA queues - Times

queue <10 minutes99.00% 99.98% 0.05%

Pier Service*

Bag reclaim belts availability95.00%


measured


measured

96.42% 1.22%Arrivals reclaims

90.70%

99.96% -0.03%

99.68% 0.10%Ease of using WiFi

Security*4.19 0.00 98.00% 99.80%

Jetties


0.17%

Wi-Fi*

99.00%SEGs


guidance

CSA queues - Times

queue <5 minutes95.00% 97.72% 0.93%


measured

99.00% 99.98% 0.04%Accuracy and ease of finding

flight information


Ground Power

4.18 -0.01 99.00%


PCA


Air

Flight information*4.30 4.39 0.00

FEGP

99.00% 99.62% -0.05%Overall cleanliness of the

terminal

PSE (General)



PSE (Priority)



Wayfinding*4.10 4.23 0.00

Stands99.00% 99.84% -0.02%


around the airport


Cleanliness*4.00 4.27 0.00

Terminal 5 Performance Report October 2017Passenger Experience and Service Level Performance

Departure lounge

seat availability*3.80 4.09 0.00 99.00% 99.48% 0.15%


3.70

3.90

4.10

4.30

4.50

3.90

4.10

4.30

4.50


4.00

4.10

4.20

4.30

4.40

4.50

4.20

4.30

4.40

4.50

3.90

4.10

4.30

4.50

4.00

4.10

4.20

4.30

4.40

4.50

94%

96%

98%

100%

98%

99%

100%

94%

96%

98%

100%

94%

96%

98%

100%


98%

99%

100%

98%

99%

100%

98%

99%

100%

98%

99%

100%

98%

99%

100%

97%

98%

99%

100%

98%

99%

100%

88%

90%

92%

94%

96%

98%

100%

98%

99%

100%

98%

99%

100%

96%

97%

98%

99%

100%



















5

Rebates:










Stands -£ -£ 0

FEGP -£ -£ 0

Jetties -£ -£ 0

PCA -£ -£ 0

SEGs -£ -£ 0

Pier Service


-£ -£ 0

Bonuses:

Measure


Cleanliness MAA 4.20 4.50 4.27 -£ -£ 0

Wayfinding MAA 4.20 4.50 4.23 33,580£ 419,748£ 10


33,580£ 419,748£ 10

Credit Notes:








Lower

Threshol

Upper

ThresholActual


Terminals)


Terminals)

Number of

Bonus





Target


Number of

failures





Service Level Performance Service Level Performance

Control Post Security Search

CTA T5

Central Terminal Zone: Terminal 5 Zone:

CP5 CP18

CP8 CP19

CP20

Cargo

Cargo Zone:

CP10 SouthSide

SouthSide Zone:

CP10a CP24

CP25a

Rebates:

EastSide

EastSide Zone:

Credit Notes:

CP16


0.47%

-0.40%

-0.23%

-0.30%

Oct - 2017

0

0



-£ -£ 0

-£ -£ 0

Target

Achieved

Estimated

Rebate

Estimated

Rebate

Number of

failures

-£ -£ 0

T4

T5 -£ -£

-£ -£

-0.07%

-2.58%

0.00%

0.29%

-0.09%

CP24

CP18, CP19 and CP20

2.23%

2.41%

2.06%

95.00% 97.56%

95.00% 95.47%

95.00% 95.47%

-0.21%

0.96%

0.96%

Financial Report

CP16

95.00% 96.73%

95.00% 96.32%

95.00% 96.32%

Year-To-Date

Will be raised and allocated to the relevant parties that used the terminal in the relevant month pro-rata with the

airport charges incurred for passenger services in that month.

T2

T3

95.00% 97.97%

95.00% 99.47%

95.00% 97.04%

95.00% 89.15%


Campus Performance Report October 2017

CP5 & CP8

CP10, CP10a & CP25a

95.00% 98.02%

95.00% 96.96%

95.00% 99.00%

95.00% 95.10%

95.00% 99.43%


93%94%95%96%97%98%99%

100%

93%94%95%96%97%98%99%

100%

93%94%95%96%97%98%99%

100%

93%94%95%96%97%98%99%

100%

93%94%95%96%97%98%99%

100%

86%88%90%92%94%96%98%

100%

93%94%95%96%97%98%99%

100%

93%94%95%96%97%98%99%

100%

93%94%95%96%97%98%99%

100%


93%94%95%96%97%98%99%

100%

93%94%95%96%97%98%99%

100%

93%94%95%96%97%98%99%

100%

93%94%95%96%97%98%99%

100%

93%94%95%96%97%98%99%

100%

93%94%95%96%97%98%99%

100%















Documents

Heathrow Airport SQRB Performance Report · Heathrow Performance Report October 2017 Will be raised and allocated to the relevant parties that used the terminal in the relevant month