MONTHLY PERFORMANCE REPORT MARCH 2016 · March 2016 4.12 March 2016 4.37 March 2016 4.25 March 2016...

MONTHLYPERFORMANCEREPORTMARCH 2016

gatwickairport.com/performance

http://www.gatwickairport.com/performance

CONTENTS

Core Service Standards

Airline Service Standards

PRM Service and Notification

On-time Performance

ACI Airport Service Quality Ranking

At Gatwick we are committed to ensuring all areas of our business live up to the expectations of our passengers, our partners and our regulator. As part of this commitment we publish monthly reports which we have now brought together into one easy to follow report.

You can view or download these reports at any time at gatwickairport.com/performance

If you have any comments or feedback to help us improve please send them [email protected]

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http://www.gatwickairport.com/performance

mailto:[email protected]

CORE SERVICE STANDARDSMARCH 2016

Measures defined and targets set in agreement with the airlines and endorsed by the CAA.Average score measured over the last 12 months.

departure loungeseating availabilityEase of finding a seatResults from our passenger surveysMeasured as a score from 1-55 = Excellent 1 = Extremely Poor

airportcleanlinessOverall cleanliness of the terminalResults from our passenger surveysMeasured as a score from 1-55 = Excellent 1 = Extremely Poor

NORTHTERMINAL

NORTHTERMINAL

Target

3.80

Target

4.00

Target

3.80

Target

4.00

Average score

4.07

Average score

4.01

Average score

4.05

Average score

4.15

March 2016

4.11

March 2016

4.03

March 2016

4.03

March 2016

4.15

SOUTHTERMINAL

SOUTHTERMINAL

3


airportwayfindingEase of finding your way around our airportResults from our passenger surveysMeasured as a score from 1-55 = Excellent 1 = Extremely Poor

airportflight informationAccuracy and ease of finding flight informationResults from our passenger surveysMeasured as a score from 1-55 = Excellent 1 = Extremely Poor

NORTHTERMINAL

NORTHTERMINAL

Target

4.10

Target

4.20

Target

4.10

Target

4.20

Average score

4.13

Average score

4.36

Average score

4.22

Average score

4.40

March 2016

4.12

March 2016

4.37

March 2016

4.25

March 2016

4.43

SOUTHTERMINAL

SOUTHTERMINAL

Measures defined and targets set in agreement with the airlines and endorsed by the CAA.Average score measured over the last 12 months. 4


waiting time atcentral security search Percentage of time when passengers queued for 5 minutes or lessThe waiting time is the delay imposed by the queue for security including ticket presentation and facial capture, up to the point that the passenger reaches the security roller bed.

waiting time atcentral security search Percentage of time when passengers queued for 15 minutes or lessThe waiting time is the delay imposed by the queue for security including ticket presentation and facial capture, up to the point that the passenger reaches the security roller bed.

NORTHTERMINAL

NORTHTERMINAL

Target

95.00%

Target

98.00%

Target

95.00%

Target

98.00%

March 2016

94.72%

March 2016

99.72%

March 2016

95.40%

March 2016

99.88%

SOUTHTERMINAL

SOUTHTERMINAL


Average score

94.85%

Average score

99.72%

Average score

94.73%

Average score

99.86%


waiting time atcentral security search Instance where a single queue is measured at 30 minutes or moreThe waiting time is the delay imposed by the queue for security including ticket presentation and facial capture, up to the point that the passenger reaches the security roller bed.

NORTHTERMINAL

Target

0Target

0

March 2016

0March 2016

0SOUTHTERMINAL


flight connectionssecurity search Percentage of time when passengers queued for 10 minutes or lessThis measure applies to 95% of core hours.

NORTHTERMINAL

Target

95.00%Target

95.00%

March 2016

97.50%March 2016

98.75%SOUTHTERMINAL

6

Average score

0.08

Average score

99.27%

Average score

0.00

Average score

98.34%



staffsecurity search Percentage of time when staff queued for 5 minutes or lessThis measure applies to 95% of core hours. North Terminal Staff performance calculated as average performance of both search areas.

NORTHTERMINAL

Target

95.00%Target

95.00%SOUTHTERMINAL

external control postssecurity searchPercentage of time when queue time is 15 minutes or lessThis measure applies to 95% of core hours. Performance for the Northen Approach Gate.

EXTERNAL CONTROL POSTS

Target

95.00%March 2016

100%

7

March 2016

99.38%March 2016

98.75%

Average score

99.88%Average score

99.05%

Average score

99.99%


passenger sensitive equipmentpriority availability Availability of priority equipment including lifts, escalators and passenger conveyorsThis covers instances of equipment breakdown or unplanned maintenance affecting the availability of priority Passenger Sensitive Equipment (PSE) during core operational hours.

passenger sensitive equipmentgeneral availability Availability of general equipment including lifts, escalators and passenger conveyorsThis covers instances of equipment breakdown or unplanned maintenance affecting the availability of general Passenger Sensitive Equipment (PSE) during core operational hours.

NORTHTERMINAL

NORTHTERMINAL

Target

99.00%

Target

99.00%

Target

99.00%

Target

99.00%

March 2016

99.61%

March 2016

99.66%

March 2016

99.63%

March 2016

99.52%

SOUTHTERMINAL

SOUTHTERMINAL


Average score

99.54%

Average score

99.63%

Average score

99.60%

Average score

99.70%


baggageoutbound baggage process Percentage of flights when bags are delivered to the airline ground handler 25 minutes or more before the scheduled time of departureThis is a daily event based measure, the score shown relates to the lowest daily performance

baggageoutbound baggage process Percentage of flights when bags are delivered to the airline ground handler 25 minutes or more before the scheduled time of departureThis is a monthly average measure

NORTHTERMINAL

NORTHTERMINAL

Target

97.00%

Target

99.00%

Target

97.00%

Target

99.00%

March 2016

99.12%

March 2016

99.87%

March 2016

99.30%

March 2016

99.91%

SOUTHTERMINAL

SOUTHTERMINAL


Average score

99.87%

Average score

99.87%


airfieldstand availability Percentage of time when aircraft stands are availableStand availability is measured between the following agreed core hours: 00:00-11:00 and 19:00-00:00

airfieldjetty/airbridge availability Percentage of time when aircraft jetties (airbridges) are available for aircraft boarding/disembarkingJetty availability is measured between the following agreed core hours: 00:00-11:00 and 19:00-00:00

NORTHTERMINAL

NORTHTERMINAL

Target

99.00%

Target

99.00%

Target

99.00%

Target

99.00%

March 2016

99.99%

March 2016

99.97%

March 2016

99.99%

March 2016

99.85%

SOUTHTERMINAL

SOUTHTERMINAL

Measures defined and targets set in agreement with the airlines and endorsed by the CAAAverage score measured over the last 12 months. 10

Average score

97.55%

Average score

97.49%

Average score

99.89%

Average score

99.78%


airfieldpier service Percentage of time when stands with pier service are available as opposed to remote standsThis measure is based on the total number of passenger movements (arrivals and departures). If a passenger is able to walk into the pier, then the stand is classed as a pier served stand.

airfieldfixed electrical ground powerPercentage of time when fixed electrical ground power (FEGP) units are available for aircraftFEGP availability is measured between the following agreed core hours: 00:00-11:00 and 19:00-00:00. FEGP powers aircraft when on a stand allowing engines to be turned off.

NORTHTERMINAL

NORTHTERMINAL

Target

95.00%

Target

99.00%

Target

95.00%

Target

99.00%

March 2016

96.49%

March 2016

99.88%

March 2016

96.91%

March 2016

99.96%

SOUTHTERMINAL

SOUTHTERMINAL


Average score

96.51%

Average score

98.45%

Average score

96.76%

Average score

99.91%


inter-terminal shuttleone shuttle available Percentage of time when one shuttle with a minimum of one car is availableCore hours vary dependent on agreed maintenance periods.

inter-terminal shuttletwo shuttles available Percentage of time when two shuttles with a minimum of one car each are availableCore hours vary dependent on agreed maintenance periods.

INTERTERMINAL

INTERTERMINAL

Target

99.00%

Target

97.00%

March 2016

100%

March 2016

98.69%


Average score

99.88%

Average score

99.09%


aerodromecongestion term An event occurs which is the responsibility of the airport or its agents which causes an impact in terms of a number of aircraft movements lost or deferred

AIRPORT OVERALL

Target

0March 2016

0

Measures defined and targets set in agreement with the airlines and endorsed by the CAAAverage score measured over the last 12 months.

arrivalsbaggage reclaim carousels Availability of our baggage reclaim carousels for arriving flightsFor information on the arrivals baggage performance please refer to the Airline Service Standards section of this report.

NORTHTERMINAL

Target

99.00%Target

99.00%

March 2016

99.63%March 2016

99.56%SOUTHTERMINAL

13

Average score

99.85%Average score

99.87%

Average score

0

AIRLINE SERVICE STANDARDSMARCH 2016

small/medium aircraftbaggage performanceTarget time for small/medium aircraft – last bag delivered within 35 minutesTime from the ‘on-chocks’ time supplied by the airlines’ handling agents to delivery to the baggage carousel. Airlines achieving 95% or higher are considered to have met the target successfully.

AIRPORT OVERALL

SMALL/MEDIUM AIRCRAFT

Flights within target time in March 2016

94.68%

3372 169

993 159

756 108

95283

262

97.36% 100%

93.96% 97.48%

92.59% 63.89%

95.79%97.17%

92.37%

easyJetMENZIES

AurignyAIRLINE SERVICES

Airline &Handling Agent


Number of flights

Number of flights

Flights withintarget time


British AirwaysAVIATOR

VuelingAVIATOR

NorwegianAVIATOR

RyanairAVIATOR

Thomson AirwaysAVIATOR

Aer LingusMENZIES

TAP Air PortugalAVIATOR

AIRLINES 1-10 BY VOLUME OF FLIGHTS

90 93.33%Turkish AirlinesAIRLINE SERVICES

14Measures defined and targets set in agreement with the airlines. Baggage performance is measured between the following agreed core hours: 0400-2200 from May to October for both terminals, 0500-2100 between November to May for North Terminal and 0500-2200 between November to May for South Terminal.


small/medium aircraftbaggage performanceTarget time for small/medium aircraft – last bag delivered within 35 minutes

32

35

32

85

2862

28

20

18

56

121

36

87.50%

100%

81.25%

97.65%

67.86%79.03%

96.43%

55.00%

94.44%

91.07%

76.86%

100%

Measures defined and targets set in agreement with the airlines. Baggage performance is measured between the following agreed core hours: 0400-2200 from May to October for both terminals, 0500-2100 between November to May for North Terminal and 0500-2200 between November to May for South Terminal.

Pegasus AirlinesAVIATOR

airBalticAIRLINE SERVICES

Ukraine International AirlinesAVIATOR



Number of flights

Number of flights



FlybeAVIATOR

GermaniaAIRLINE SERVICES

Iberia ExpressMENZIES

Air Europa Líneas AéreasAVIATOR

All other airlines

Royal Air MarocAVIATOR

Air MaltaAIRLINE SERVICES

Titan AirwaysMENZIES

Smart WingsAVIATOR


15


large aircraftbaggage performanceTarget time for large aircraft – last bag delivered within 50 minutesTime from the ‘on-chocks’ time supplied by the airlines’ handling agents to delivery to the baggage carousel. Airlines achieving 95% or higher are considered to have met the target successfully.

AIRPORT OVERALL

LARGE AIRCRAFT

Flights within target time in March 2016

96.14%

270

51

65172

33

163

34128

123

9298.89%

98.04%

96.92%94.77%

100%

97.55%

100%95.31%

90.24%

96.74%British AirwaysAVIATOR

WOWAirAVIATOR

NorwegianAVIATOR



Number of flights

Number of flights



Virgin AtlanticAVIATOR

IcelandairAVIATOR

MonarchAIRLINE SERVICES

Thomson AirwaysAVIATOR

Turkish AirlinesAIRLINE SERVICES

Thomas CookAVIATOR

EmiratesDNATA




large aircraftbaggage performanceTarget time for large aircraft – last bag delivered within 50 minutes

32

14

12

11

6

5

93.75%

71.43%

100%

90.91%

100%

100%

Air TransatAVIATOR


Number of flights


GermaniaAIRLINE SERVICES

Aer LingusMENZIES

VuelingAVIATOR

Garuda IndonesiaAVIATOR

Air Europa Líneas AéreasAVIATOR



4

2

100%

100%

Hi FlyAVIATOR

Titan AirwaysMENZIES

1 100%TAP PortugalAVIATOR


Number of flights


PRM STATISTICSMARCH 2016

Gatwick provides a range of services to passengers with reduced mobility (PRM) or who require special assistance.For information on how to access these services please go to gatwickairport.com/prm

Number of flights with PRM passengers met

Number of passengers needing special assistance met

Percentage of pre-notifications at least 48 hours before flight*

Number of compliments received (per 1000 PRM passengers)

Number of complaints received (per 1000 PRM passengers)

* Passengers pre-notification to their airline is required by EU regulation EC 1107/2006/. Pre-notification furthermore helps us provide a better service

11,816

37,455

70.70%

March 2016 1.0412 Month Average 0.85

March 2016 1.0112 Month Average 1.02

18

http://www.gatwickairport.com/prm


19

* waiting time once PRM made themselves known.

departing

October

100%

99%

100%

99%

93%

100%

99%

94%

100%

95%

89%

100%

98%

93%

100%

94%

84%

99%

November December January February March

90%

80%

Target

100%

20 mins

10 mins

Standard*

30 mins

ALL PASSENGERS


arriving

October November December January February March

90%

80%

Target

100%

10 mins

5 mins

Standard*

20 mins

PRE-BOOKED

October November December January February March

90%

80%

Target

100%

35 mins

25 mins

Standard*

45 mins

NON PRE-BOOKED

* time assistance available at gate from arrival on chocks.

96%

95%

98%

99%

98%

100%

98%

97%

99%

100%

99%

100%

99%

98%

99%

99%

99%

99%

99%

98%

100%

100%

99%

100%

99%

98%

99%

100%

99%

100%

99%

98%

99%

100%

99%

100%

20

ON-TIME PERFORMANCEMARCH 2016

departureson-time performance Percentage of flights departing Gatwick within 16 minutes of the scheduled time

arrivalson-time performance Percentage of flights arriving at Gatwick within 16 minutes of the scheduled time

AIRPORTOVERALL

AIRPORTOVERALL

March 2016

68.40%

March 2016

70.30%

21

ACI ASQ – HOW DO WE COMPARE?Q4 2015

Airports Council International produce a measure of overall satisfaction with the airport. It shows how we compare against a panel of 22 European Competitor airports, as well as how our score (out of 5) has changed over time.

Gatwick ranked 8 out of 23 in Q4 2015 How we have performed over time

3.00

3.50

4.00

4.50

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23

Q4 201

1

Q1 201

2

Q2 201

2

Q3 201

2

Q4 201

2

Q1 201

3

Q2 201

3

Q3 201

3

Q4 201

3

Q1 201

4

Q2 201

4

Q3 201

4

Q4 201

4

Q1 201

5

Q2 201

5

Q3 201

5

Q4 201

53.00

3.50

4.00

4.50

Gatwick’s score

Panel average

22

MONTHLY PERFORMANCE REPORT MARCH 2016 · March 2016 4.12 March 2016 4.37 March 2016 4.25 March 2016...

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