MONTHLY PERFORMANCE REPORT MARCH 2015€¦ · March 2015 4.14 March 2015 4.32 March 2015 4.21 March 2015 4.39 SOUTH TERMINAL SOUTH TERMINAL Measures defined and targets set in agreement
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MONTHLYPERFORMANCEREPORTMARCH 2015
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 tocustomer.services@gatwickairport.com
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CORE SERVICE STANDARDSMARCH 2015
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
4.02
Average score
4.00
Average score
3.99
Average score
4.16
March 2015
3.99
March 2015
3.98
March 2015
4.04
March 2015
4.15
SOUTHTERMINAL
SOUTHTERMINAL
3
CORE SERVICE STANDARDSMARCH 2015
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
4.15
Average score
4.31
Average score
4.20
Average score
4.39
March 2015
4.14
March 2015
4.32
March 2015
4.21
March 2015
4.39
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
CORE SERVICE STANDARDSMARCH 2015
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 2015
95.52%
March 2015
99.88%
March 2015
95.20%
March 2015
99.84%
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. 5
Average score
96.29%
Average score
99.88%
Average score
96.27%
Average score
99.97%
CORE SERVICE STANDARDSMARCH 2015
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 2015
0March 2015
0SOUTHTERMINAL
Measures defined and targets set in agreement with the airlines and endorsed by the CAA.Average score measured over the last 12 months.
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 2015
99.90%March 2015
97.88%SOUTHTERMINAL
6
Average score
0
Average score
99.59%
Average score
0
Average score
98.51%
CORE SERVICE STANDARDSMARCH 2015
Measures defined and targets set in agreement with the airlines and endorsed by the CAA.Average score measured over the last 12 months.
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 averaged between Tower and North Gate.
EXTERNAL CONTROL POSTS
Target
95.00%March 2015
100%
7
March 2015
99.85%March 2015
99.90%
Average score
99.94%Average score
99.89%
Average score
99.91%
CORE SERVICE STANDARDSMARCH 2015
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 2015
99.57%
March 2015
99.78%
March 2015
99.58%
March 2015
99.68%
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. 8
Average score
99.57%
Average score
99.60%
Average score
99.62%
Average score
99.59%
CORE SERVICE STANDARDSMARCH 2015
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 2015
99.41%
March 2015
99.85%
March 2015
98.37%
March 2015
99.64%
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. 9
Average score
99.75%
Average score
99.70%
CORE SERVICE STANDARDSMARCH 2015
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 2015
100%
March 2015
99.91%
March 2015
99.96%
March 2015
99.76%
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
99.95%
Average score
99.88%
Average score
99.95%
Average score
99.81%
CORE SERVICE STANDARDSMARCH 2015
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 2015
97.02%
March 2015
100%
March 2015
97.95%
March 2015
99.98%
SOUTHTERMINAL
SOUTHTERMINAL
Measures defined and targets set in agreement with the airlines and endorsed by the CAAAverage score measured over the last 12 months. 11
Average score
96.59%
Average score
100%
Average score
98.22%
Average score
99.99%
CORE SERVICE STANDARDSMARCH 2015
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 2015
99.63%
March 2015
99.16%
Measures defined and targets set in agreement with the airlines and endorsed by the CAAAverage score measured over the last 12 months. 12
Average score
99.89%
Average score
99.43%
CORE SERVICE STANDARDSMARCH 2015
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 2015
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 2015
99.67%March 2015
99.94%SOUTHTERMINAL
13
Average score
99.91%Average score
99.85%
Average score
0
AIRLINE SERVICE STANDARDSMARCH 2015
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 2015
93.40%
3737 175
1318 147
761 125
121290
227
88.23% 86.86%
95.45% 59.86%
89.75% 96.80%
85.12%90.00%
97.36%
easyJetMENZIES
AurignyMENZIES
Airline &Handling Agent
Airline &Handling Agent
Number of flights
Number of flights
Flights withintarget time
Flights withintarget time
British AirwaysSWISSPORT
Thomson AirwaysSWISSPORT
NorwegianAVIATOR
Aer LingusMENZIES
VuelingSWISSPORT
RyanairSWISSPORT
Turkish AirlinesMENZIES
AIRLINES 1-10 BY VOLUME OF FLIGHTS
104 85.58%TAP Air PortugalAVIATOR
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 April for North Terminal and 0500-2200 between November to April for South Terminal.
AIRLINE SERVICE STANDARDSMARCH 2015
small/medium aircraftbaggage performanceTarget time for small/medium aircraft – last bag delivered within 35 minutes
30
32
31
79
2862
27
23
22
44
139
35
86.67%
96.88%
87.10%
96.20%
85.71%75.81%
77.78%
91.30%
40.91%
88.64%
71.22%
74.29%
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 April for North Terminal and 0500-2200 between November to April for South Terminal.
Air MaltaMENZIES
airBalticAVIATOR
Ukraine International AirlinesAVIATOR
Airline &Handling Agent
Airline &Handling Agent
Number of flights
Number of flights
Flights withintarget time
Flights withintarget time
FlybeMENZIES
MeridianaAVIATOR
Air Europa Líneas AéreasAVIATOR
Wow AirAVIATOR
All other airlines
GermaniaSWISSPORT
MonarchAIRLINE SERVICES
Royal Air MarocAVIATOR
Iraqi AirwaysMENZIES
AIRLINES 11-21 BY VOLUME OF FLIGHTS
15
AIRLINE SERVICE STANDARDSMARCH 2015
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 2015
95.06%
262
31
33240
18
167
22157
141
9398.85%
100%
96.97%88.75%
100%
98.20%
81.82%89.81%
77.30%
82.80%British AirwaysSWISSPORT
IcelandairSWISSPORT
NorwegianAVIATOR
Airline &Handling Agent
Airline &Handling Agent
Number of flights
Number of flights
Flights withintarget time
Flights withintarget time
MonarchAIRLINE SERVICES
Garuda IndonesiaSWISSPORT
Virgin AtlanticSWISSPORT
Thomson AirwaysSWISSPORT
Air TransatAVIATOR
Thomas CookAVIATOR
EmiratesAVIATOR
AIRLINES 1-10 BY VOLUME OF FLIGHTS
16Measures 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 April for North Terminal and 0500-2200 between November to April for South Terminal.
AIRLINE SERVICE STANDARDSMARCH 2015
large aircraftbaggage performanceTarget time for large aircraft – last bag delivered within 50 minutes
16
15
2
4
1
4
1
3 1
2
1
93.75%
93.33%
100%
100%
100%
100%
100%
100% 100%
100%
100%
Vietnam AirlinesSWISSPORT
Airline &Handling Agent
Airline &Handling Agent
Number of flights
Number of flights
Flights withintarget time
Flights withintarget time
Caribbean AirlinesAVIATOR
TUIfly NordicSWISSPORT
Aegean AirlinesAVIATOR
Aer LingusMENZIES
Titan AirwaysMENZIES
Air BerlinMENZIES
Turkish AirlinesMENZIES
Wow AirAVIATOR
Hi FlyAVIATOR
TAP Air PortugalAVIATOR
AIRLINES 11-21 BY VOLUME OF FLIGHTS
17Measures 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 April for North Terminal and 0500-2200 between November to April for South Terminal.
PRM STATISTICSMARCH 2015
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
10,943
35,012
63%
March 2015 0.8012 Month Average 1.00
March 2015 1.0012 Month Average 0.90
18
ON-TIME PERFORMANCEMARCH 2015
departureson-time performance Percentage of flights departing Gatwick within 15 minutes of the scheduled time
arrivalson-time performance Percentage of flights arriving at Gatwick within 15 minutes of the scheduled time
AIRPORTOVERALL
AIRPORTOVERALL
March 2015
79%
March 2015
81%
19
ACI ASQ – HOW DO WE COMPARE?Q1 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 7 out of 23 in Q1 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
53.00
3.50
4.00
4.50
Gatwick’s score
Panel average
20
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