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GATCOM REPORT FROM

GATWICK AIRPORT CHIEF EXECUTIVE STEWART WINGATE

PERFORMANCE, ACTIVITIES AND PEOPLE

April - June 2017

Agenda item no. 9

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1. OVERVIEW

1.1 During the period, Gatwick achieved a 9% year-on-year increase in traffic, resulting in 11.8m passengers travelling through the airport. Over the Easter period we achieved a record breaking 44 million passengers in a rolling 12 month period – a first for a single runway airport.

1.2 Gatwick Airport published its results at the end of June for the year ended 31 March 2017 as the airport passes the 45 million annual passengers milestone. Annual results show passenger numbers +7.7%, EBITDA +12.9%, long-haul growth +13.6% and cargo +15.9% on last year. Record growth has been matched with record results in quality of service for passengers and completion of the biggest year of investment in the airport’s history as it continues to deliver on its ambitious plans for growth. Long-haul continues to be a success story with volume growing 13.6% and now represents one in five of Gatwick’s passengers.

1.3 Following a year of record growth, Gatwick has been officially recognised as a carbon neutral airport through its use of 100% renewable electricity and Gold Standard carbon credits to offset ground fuel emissions. The award, from ACI Europe, means that Gatwick Airport Ltd completed Airport Carbon Accreditation at Level 3+ in 2016 for all ground operation emissions that the airport controls – including fuels, electricity and business travel

1.4 Around 2000 beacons have been installed across Gatwick Airport’s two terminals providing an indoor navigation system that is much more reliable than GPS, enabling augmented reality wayfinding for passengers – a world first for an airport. Passengers can be shown directions in the camera view of their mobile device making it easier for passengers to locate services.

1.5 Gatwick Airport has won three awards for the first time at the annual Royal Society for the Prevention of Accidents (RoSPA) awards ceremony, recognising the airport’s commitment to environment, health and safety (EHS) initiatives and for demonstrating a robust and high quality health and safety management system across all construction projects at the airport.

1.6 On the first anniversary of Gatwick’s award winning Hidden Disability Lanyard service, Gatwick has become the first airport in the world to invest in an Eagle Hoist 4 - a passenger lifting facility that provides wheelchair users with a safer and more respectful transfer for wheelchair users requiring full assistance to their aircraft seat.

Gatwick celebrated World Autism Awareness Day in April. Travelling through an airport can be a challenge for people affected by autism and the event in the North Terminal allowed families to 'check in', ride on assistance buggies, meet trained security dogs and the police, watch the x-ray machines in action and talk with staff about travelling with autism.

1.7 To celebrate Gatwick's growth and promote the fact that we now offer more than 50 long-haul routes, the airport linked up with Tom Jackson, creator of popular Twitter account 'Postcard From The Past', to curate an exhibition of over 200 postcards sent back to Britain from distant destinations in years gone by, many originating from some of Gatwick's most popular long-haul destinations. In fact our long-haul network is continuing to grow, for example since the exhibition we have announced routes to Kigali; Singapore; Buenos Aires; Taipei; Denver; Seattle; Chicago; and Austin, Texas.

1.8 As we continue to grow, we remain focused on working with all parties concerned, to ensure the benefits of the airport are felt as widely as possible, but also to manage the impacts of the airport’s operations. During the period, the Noise Management Board held their 6th meeting, which focused on the 2017/18 work plan; progress on arrivals Fair and Equitable Dispersal (FED); and the introduction of departures related activities to the work plan.

The 2016 report on Horley Gardens Air Quality Management prepared by Reigate & Banstead Borough Council shows continued good performance with no exceedances of the annual NO2 limits at the permanent monitoring stations. However, one of the diffusion tube monitoring sites on the A23 Brighton Road (RB149) shows that NO2 at this location is above the air quality objective due to road traffic. RBBC and Gatwick agree that the RB149 site needs further attention and potential mitigation measures are currently being explored with other partners.

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2. DELIVERING THE BEST PASSENGER EXPERIENCE

2.1 CORE SERVICE STANDARDS (CSS) Due to the earlier timing of GATCOM this quarter the data will be provided verbally at the meeting. 2.2 IN-BOUND BAGGAGE (IBB)

Against a 98% target for in-bound baggage (IBB), the airlines at Gatwick achieved a score of 99.6%, up from 99.3% in the same period last year. Current performance with the moving annual target is marginally up at 99.2%. Gatwick measures IBB scores and reviews them with airlines and ground handling agents daily.

2.3 FLIGHT INFORMATION Verbal update at the meeting.

2.4 BRITISH AIRWAYS IT FAILURE The recent global IT failure affecting British Airways attracted global media interest. Flights were cancelled from both Gatwick and Heathrow and the press office worked closely with the airline to ensure that information was relayed to passengers. It was noted that the Gatwick team provided a thorough communications approach and provided informative and frequent updates to passengers at the airport.

2.5 BAGGAGE SYSTEM FAILURE

An IT fault caused a baggage system failure on Friday 26 May. The airport’s escalation procedures worked well and media team was made aware of the issue at an early stage (4.30am). This meant the press office was prepared and could issue media statements and respond to media enquiries at an early stage. This fast, ongoing response from the press office helped to portray an accurate account of events in the media and mitigate damage to the airport’s reputation. 2.6 SECURITY A period of heightened UK National threat level following the Manchester bombing (elevated to CRITICAL, an attack is imminent, from 22-27 May 17) underlined the need for continued vigilance, security awareness and training across the wider airport community. It also reinforced the importance of activity and investment being driven by our Landside Security Strategy to further enhance our landside capabilities.

Airlines serving US destinations are now in receipt of further direction from the US Transport Security Agency regarding additional security and process measures required of them. These are not as far reaching as previously envisaged (full ban of personal electrical devices in cabin bags) and Gatwick will work with relevant airline partners to assist with implementation of these further measures where applicable.

Security CSS metrics continue to be met or exceeded throughout the period. The Gatwick internal central search queueing time target (97.5% of passengers queue for less than 5 minutes) continues to drive a stable and resilient operation throughout the Easter and early summer period. Passenger feedback, as per our QSM scores, continues at record levels in parallel with operational stability but also as a result of an ongoing focus on service delivery, behaviours and awareness training. This has been especially evident with regards to the

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hidden disabilities and autism awareness campaigns resulting in security staff making a significant positive difference for many of our passengers.

The focus going forward is on a stable and resilient summer and further embedding the positive gains made on many fronts since the start of the year.

2.7 IMMIGRATION E-gate usage amongst eligible passengers remains consistently high but with opportunity for further improvement. Collaboration between UKBF and GAL continues to focus on enhancing E-gate utilisation as well as ongoing infrastructure and process improvement initiatives. Plans for a further 10 E-gates in North Terminal remain on track and the summer months will see trialling and testing of automated queue timing at immigration. With Brexit negotiations at an early stage, close working relationships will ensure shared understanding of regulatory impacts (or otherwise) moving forward.

2.8 PASSENGERS WITH REDUCED MOBILITY (PRM)

April 46008 PRM (April 16 was 41,192 YOY increase of 9.8% or 4,096 PRMs)

May 64,362 PRMs a significant increase on last year (May 2016 was 56,470 YOY increase 13.9% or 7,829 PRMs)

June increase to date 12% v 2016

Aviramp trial until 18th July

18th May – 1 year anniversary of the Hidden Disability lanyard launch

OCS presented in a Dementia Day organised by Sussex County Council in May

2.9 PASSENGER COMMUNICATIONS Further enhancements have been made to the Gatwick website to provide passengers with up to date information with new message alerts during disruption (used to good effect on 26 May) and further improvements to the frequently asked questions.

We’ve just installed improved large scale Security graphics in the new contained preparation area in North Terminal to help reduce the liquids reject rates at Security and encourage passengers to better prepare their hand baggage prior to screening.

In our drive to create a seamless customer experience on the Gatwick Express from London to Gatwick and then on through the airport, we have developed a pocket sized leaflet with GTR which promotes the Gatwick Express and helps passengers prepare for their journey through the airport. The new GX on board team are handing out the leaflets and have to hand our security liquids bags to help passengers prepare for Security whilst they travel by train to Gatwick.

New feedback walls have been installed across the terminals to encourage passengers to provide us with more feedback about their positive Gatwick experiences. Passengers can take a business card from the holders on the feedback walls and choose how they’d like to tell us about the service they’ve just received – whether it be through the website, by letter or on social media. We continue to appreciate the support and insight provided by the PAG Passenger Communications Group to improve the feedback responses to passengers and to review both GatwickwendyS’s and Impact’s Customer Service teams’ responses each quarter.

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2.10 PASSENGER FEEDBACK During the quarter Gatwick received two compliments and 10 complaints per 100,000 passengers. The top three issues were Security staff, Security Lost property, Special assistance service and Special assistance inbound waiting time. The top areas of compliment were Security staff, Special assistance staff and Special assistance service.

During this quarter we received a consistently lower number of complaints/100,000 passengers each month with Security receiving consistently high numbers of compliments each month too.

3 HELPING OUR AIRLINES GROW

3.1 TRAFFIC This period saw Gatwick achieve a 9% year-on-year increase in traffic, resulting in 11.8m passengers travelling through the airport. This increase was driven by an extra 2,999 aircraft movements compared to the same period last year. Load factor rose by 2.6 points in spite of the increase of 716,928 seats which resulted in 960,528 additional passengers using the airport.

3.2 ROUTE ANNOUNCEMENTS

Air Arabia Maroc announced that they would be operating a twice weekly service to Fez in Morocco from mid-June. RwandAir has commenced a 3 weekly service to Kigali at the end of May, and Georgian Airlines have commenced a twice weekly service to Tbilisi from June. Also, more recently, New China Airlines have announced a service to Taipei; and Norwegian Airlines have continued to expand their low-cost long-haul network with planned routes to Singapore, Buenos Aires; Denver, Seattle, Chicago; and Austin, Texas. These latest announcements will bring Gatwick’s total number of long-haul routes to 62.

4. INCREASING VALUE AND EFFICIENCY 4.1 CAPITAL INVESTMENT

The Construction Teams have been busy with the drafting and finalising of the five-year Capital Investment Plan. It is currently reaching the final phase of consultation with the airlines, and is due to be published towards the end of July. The plan provides details of seven Programmes of Construction which will be delivered between 2017 and 2022. Each programme has a number of projects within it and all are designed to drive operational efficiency and growth for the airport, while continually improving the passenger experience. A particular focus of this CIP will be investment in the Airfield, with a dedicated Programme Team assigned to this. Meticulous planning is underway and this, combined with the cross-functional teams and integrated approach will ensure a successful delivery of projects ahead. An overview of the CIP will be presented at the October GATCOM meeting.

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4.2 THE GATWICK GROWTH BOARD

In the second quarter of 2017 the Gatwick Growth Board (GGB) continued its programme of stakeholder engagement through a series of meetings with political, business and community representative contacts. These included Gatwick Diamond Initiative, Network Rail, and Coast to Capital Local Enterprise Partnership. The study for the GGB by Arup on Gatwick Airport’s road and rail connectivity in the coming decade is due to be published in mid July.

4.3 FUTURE RAILWAY STATION DEVELOPMENT

Gatwick has recommenced work with Costain on the further development of this project following CEC approval of funding for the ongoing design work. DFT and Network Rail will also seek authority through their governance process with approvals expected by mid July. A series of workstreams will be undertaken in parallel to develop greater certainty on costs and specification for critical aspects of the scheme, including pedestrian flow modelling, vertical circulation, roof and footplate concept design.

4.4 GOVIA THAMESLINK RAILWAY STRIKE ACTION

A further overtime ban by ASLEF train drivers working for Southern and Gatwick Express has been announced by the union, coming into effect from 00:01 on Thursday 29 June and continuing until further notice. GTR has announced its intention to run a reduced timetable on suburban and some South Coast services but the only Gatwick services affected are off peak Gatwick Express trains to/from Brighton (they will continue to run to London). GAL continue to work closely with GTR to minimise any disruption to staff and passengers, and will regularly communicate updates. 4.5 CHRIS GIBB REPORT ON SOUTHERN PERFORMANCE

Gatwick is reviewing the recent publication of Chris Gibb’s report to the Secretary of State regarding underlying performance issues for Southern. Alongside the recommendations for DfT, Network Rail and GTR is also the view that Gatwick should take the freehold of the station and continue to fund improvements in line with the airport’s objectives. A review of the viability of this recommendation will be completed over the coming months in conjunction with DFT.

4.6 LONDON MAYOR’S TRANSPORT STRATEGY

We are currently preparing our response to the consultation on the Mayor’s Transport Strategy. The strategy includes support for the upgrade of the Brighton Main Line as part of a number of messages to improve surface access to London’s airports. 4.7 LOCAL RESIDENTS CONCERNS WITH UNOFFICIAL PARKING The Surface Transport and Community Engagement teams have followed up their initial meeting with members of the local community regarding parking activity in residential areas, Uber and other private hire vehicles. The group agreed that this was a valuable forum as it can help provide a more integrated approach across all local areas, including Manor Royal. Actions were agreed, and the group will continue to meet to support further joint working. We have also initiated a dialogue with Uber to develop a better approach to their activities around the airport.

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4.8 SECURE CYCLE STANDS

We are continuing to roll out improvements to facilities for cyclists following our audit of cycle storage, lockers and changing/shower facilities. We are progressing with the installation of new secure cycle stands at both North Terminal and South Terminal to replace existing racks, which includes removing the poorly-used cycle pods. 4.9 BUS AND COACH FACILITIES At short notice we have revised the layout of the bus stops on Furlong Way at North Terminal, in response to the urgent need for additional capacity. In doing so we have made space for the Car Parks team to start running 18m “bendy-buses” for the staff car park shuttle service, using the same vehicles that operate the long stay car park shuttle. In making these changes we have managed to create space for one additional bus stand, allowing clearer allocation of services and helping to reduce congestion at some stops. The new layout will be operational from 29 June 2017. We are also in discussion with a new coach provider that will start “premium” services to and from Brighton in the near future.

4.10 ROAD NETWORK

We have met with Highways England regarding the M23 Smart Motorway project, due to start construction in April 2018. The meeting focused on current issues regarding survey works that have taken place on the M23 and the performance of the signals at Junction 9. There was agreement regarding Highways England providing better communication with the project team and resolving the signals issues. On the design of the M23 Smart Motorway project Highways England agreed to work with Gatwick to develop an integrated solution for South Terminal Roundabout and widening of the eastbound spur to Junction 9, which fall outside the Smart Motorway project itself. We will work with Highways England to ensure the best solution, allowing for integration with proposed work at North Terminal Roundabout.

5 BUILDING A STRONG ENVIRONMENT, HEALTH AND SAFETY CULTURE

5.1 ENVIRONMENT, HEALTH AND SAFETY

Our key EHS metrics in May buoyed the initiatives and objectives that we are focussing on in 17/18. Fire safety and the desire to reduce false alarms saw the launch of a new Gatwick campaign, including an informative video to raise awareness and reduce the number of false alarm activations and evacuations at the airport. Every year false fire alarms cost the Gatwick Airport Community a significant amount of time and money and impact negatively on our operational performance and reputation. Evacuations were 50% less than this time last year and we are tracking below our 10% activation to evacuation target.

Our ongoing biodiversity work continues to promote positive publicity both locally and nationally. In May this has included the Gatwick Wildlife Week promoted in local newspapers and attendance by staff and public. The purchase of a Gatwick Forest School base (delivered at the end of June) will further promote Forest Schools for local schools. National recognition has included the filming of rare Long-horned bees for the BBC OneShow, a biodiversity Learn Live session to over 40 schools and the funding of a biodiversity PhD.

Gatwick was officially recognised in May as a carbon neutral airport through its use of 100% renewable electricity and Gold Standard carbon credits to offset ground fuel emissions.

Energy consumption was down, water consumption up, diversion to land fill maintained (100%), recycling and re-use were both improved on last May.

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Summary:

0 x Environmental exceedances 0 x Reportable Staff incidents to the HSE

2 x Passenger evacuations 0x Reportable PAX incident to the HSE

0 x Lost Time Injuries

5.2 SECTION 106 ANNUAL REPORT

The verification of our 2016 Annual Monitoring Report has been completed. This involves selection by the external consultants (JACOBS) of ten obligations or commitments, of which six relate to Noise, Air Quality and Surface Access, and four relate to other topics such as Utilities, Waste and Community. The consultant’s report for 2016 found that all ten of the obligations or commitments that were subject to verification are “On Track”.

5.3 DECADE OF CHANGE REPORT 2016

The 2016 Decade of Change report was published at the end of May. The “dual” format established last year has been maintained, i.e. Summary printed format, with more detailed PDF report posted online. As in previous years, the annual Environmental key performance indicators table has been externally audited.

The Report shows that Gatwick is making significant progress on all of its environment targets, including:

Reducing Airport energy consumption by 13%, and Airport water consumption by 24%, since 2010;

Reusing or recycling 52% of Airport operational and commercial waste, with zero untreated waste going to landfill, and becoming the first Airport to process aircraft waste onsite into renewable energy;

Reducing carbon emissions under GAL’s direct control (energy and ground fuels) by 44% since 2010, and achieving Airport Carbon Accreditation at Level 3+ (‘Neutral’);

Retaining The Wildlife Trusts’ Biodiversity Benchmark for the third consecutive year.

In addition, in 2016 Gatwick spent £139.4 million with local suppliers; contributed £200,000 to the Gatwick Airport Community Trust for distribution to local causes; launched the Gatwick Foundation Fund to support local non-profit organisations in Sussex, Surrey and Kent; and sponsored 43 community events; while staff and passengers raised £156,000 for national and local charities.

5.4 CARBON

Gatwick’s carbon footprint for 2016 was externally verified as part of the Airport Carbon Accreditation process. Overall the 2016 footprint increased by 3% compared to 2015, while passengers increased by 7%. Scope 1 emissions (from GAL use of fuels) increased 0.3% while Scope 2 emissions (from GAL use of electricity) decreased 6.4%. Scope 3 emissions (from third parties’ use of the airport) increased 3.7%; within this category, aircraft emissions increased by 0.8% and emissions from passenger surface access increased by almost 8%.

In May, we secured Airport Carbon Accreditation certification for 2016 at Level 3 + (Carbon Neutral). This was achieved through our ongoing reduction of emissions under GAL’s direct control, ongoing purchase of renewable electricity for the Airport, and offsetting residual GAL emissions through the purchase of verified carbon credits.

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5.5 AIR QUALITY

The 2016 report on Horley Gardens Air Quality Management prepared by Reigate & Banstead Borough Council shows continued good performance with no exceedances of the annual NO2 limits at the permanent monitoring stations. However, one of the diffusion tube monitoring sites on the A23 Brighton Road (RB149) shows that NO2 at this location is above the air quality objective due to road traffic. RBBC and Gatwick agree that the RB149 site needs further attention and potential mitigation measures are currently being explored with other partners.

5.6 NOISE 5.6.1 NOISE MANAGEMENT BOARD The agenda for NMB/6 - held on 14 June - focussed on the 2017/18 Work Plan, progress on arrivals Fair and Equitable Dispersal (FED) and the introduction of departures related activities to the Work Plan.

Working with GAL, NATS had developed options, largely aimed at near term operational ATC changes, to improve arrivals FED. Work to better understand feasibility of these options is being taken forward by NATS for discussion with the NMB. Further FED work includes a proposal, as part of the NMB Work Plan, to consider night noise respite but this will take time to understand feasibility and then develop and deliver.

Two Gatwick-led, independently facilitated departures workshops were held on 1 June. A morning session focussing on community input was designed to inform and help shape an afternoon industry workshop. The workshops worked well in concert providing both important departures related elements that have been added to the NMB Work Plan and in crystallising with industry partners how we might draw together some of the necessary activity. The workshop output will also add to GATWICK’S thinking on other airspace activities, in particular following up on the series of undertakings requested of GATWICK by the CAA in its conclusions in respect of modification requirements relating to Route 4 RNAV 1 SIDs.

Draft minutes of NMB/6 are on the NMB webpage.

NMB/7 is scheduled for 6 September.

5.6.2 CAA P-RNAV POST IMPLEMENTATION REVIEW – ROUTE 5 The modified runway 08 Route 5 SIDs towards the east - required by the CAA - were introduced on 30 March 2017. Gatwick will monitor the revised design for 6 months after implementation, then present track data and a summary of the results to enable the CAA to determine whether the revised design achieved its aim. The data collection requirements will be similar to those required for the modified Route 4.

Between 30 March and 31 May 17 Route 5 was flown by 2225 aircraft achieving route conformance of 99.74%. GATWICK received 9 complaints attributable to Route 5 departures; of these 2 were in the RH7 postcode area with the remaining from further afield. A single complaint specifically mentioned Route 5. For context a total of 4438 complaints were received over the period by Gatwick, of which 40 were from the RH7 postcode.

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5.6.3 INFORMATION SHARING Gatwick will be increasing the amount of information and flight performance data available via the website. This will include more frequent updates to the Airspace Blog, the most recent iterations of which concerned changes to be delivered through the NATS Swanwick Airspace Improvement Programme (SAIP) and GAL departures related work with the Noise Management Board. 5.6.4 NOISE COMPLAINTS HANDLING We continue to monitor the use and effectiveness of the complaints system and have received feedback through GATCOM, NMB and NATMAG on the utility of the system. A number of upgrades have been introduced or are planned and significantly enhance the original system. Gatwick’s Noise Lab now includes a complaint mapping tool tab, optimisation to allow access to the system via mobile devices and the availability of live flight data. Further options for improvements will be considered in the autumn which will be the next opportunity to schedule system changes.

Since the introduction of the complaints Freepost facility on 30 November we have received a total of 3820 complaints: 3672 (96%) were submitted by 3 individuals; 114 (3%) included multiple complaints; and 34 (1%) were complaints from individuals. The NMB along with NATMAG are being kept abreast of the numbers of complaints along with changes to the complaints process and enhancements to the system.

6 COMMUNITY ENGAGEMENT

6.1 GOVERNMENT AND PARLIAMENTARY ENGAGEMENT

Gatwick has been working closely with the Coast to Capital LEP to raise awareness of the upgrades needed on the Brighton Mainline. This has involved organising a number of regional roundtable events which are leading up to a parliamentary roundtable with MPs and key business leaders. We have also been supporting the Gatwick Growth Board with their stakeholder engagement and strategy for the upcoming launch of the GGB’s connectivity study. We have been working closely with other strategic airports and the Department for Transport to analyse the impacts of Brexit on the aviation industry and more specifically for airports. We have continued an active engagement programme with local MPs to discuss noise issues and our economic contribution to the region, this will continue following on from the election. We continue to play an active role in the cross-industry organisation, Sustainable Aviation as well as working with the AOA on other issues such as Air Passenger Duty, disruptive passengers and accessibility. We are constructively engaging with cross-departmental submissions to a number of Government consultations. These consultations cover topics such as airspace modernisation, night noise and the national policy statement.

6.2 LOCAL COMMUNITY ENGAGEMENT We published our quarterly community newsletter in June and continue to use our contact with local groups encourage new subscriptions. This includes details of our 2017 engagement programme, offering parish councillors and other community representatives the opportunity to visit the airport, meet our team and understand more about the airport operation and how we work to manage its impacts.

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6.3 LOCAL ECONOMIC AND BUSINESS ORGANISATIONS Gatwick co-sponsored the annual Gatwick Diamond Economic Growth Forum in June, bringing together around 150 businesses and public sector bodies to explore and debate the current economic performance and future opportunities for growth of the Gatwick Diamond. We have also continued our long-standing support for the Gatwick Diamond Meet the Buyer event, connecting SME suppliers with large buyer organisations across the region. Additional resources in 2017 have enabled delivery of a programme of seminars throughout the year – several have taken place during this reporting period, and have been well attended. We held our first Gatwick Community Forum in June, bringing together companies that operate at Gatwick to share their current community engagement activities and explore opportunities for shared learning and joint working. Companies represented included airline; retail; food and beverage; passenger service; and construction sectors. It was agreed that this should become a regular forum, and the next event in September will focus on the theme of resourcing and recruitment. 6.4 THE GATWICK FOUNDATION FUND

The June panel meeting saw 16 grants across Kent, Surrey and Sussex being awarded, totalling £100,000. The number is half from the previous round as Gatwick sought to identify larger projects where we would be a sole funder. The recipients are in the process of being informed and announcement of the projects will be made in the next few weeks.

6.5 THE GATWICK AIRPORT COMMUNITY TRUST As part of the 2017 grant application scheme, 130 applications were received by Gatwick Airport Community Trust totalling £455,047. At the end of May, the trust awarded grants of £195,428 to 107 different charities and community organisations for projects in East and West Sussex, Surrey and Kent. This included two larger grants of £10,000 per year for two years to each of The Tall Ships Trust and the Capel Sports Pavilion.

6.6 SPONSORSHIP

Brighton Marathon is comfortably the 2nd largest marathon in the UK, and now the 8th largest in Europe. The event is a premier fixture on the UK’s sporting event calendar, attracting runners and spectators from across the region. A two year partnership with the marathon weekend offered Gatwick the opportunity to frame a powerful community activation focusing on health & wellbeing, family/accessibility and sustainability. Over 3,100 Mini Mile Entries, were facilitated for free by Gatwick. We gave free entry to all children (regardless of age, ability or background) in the Cancer Research UK Kids and Teens Mini Mile Races: the South East’s largest youth and junior mass participation running race. Whilst our sponsorship meant there was no entry fee, those taking part were invited to make an optional donation to race sponsor and our national charity partner, Cancer Research UK. (Entries in 2016 were 2,500). Reusable Gatwick branded water bottles were handed out to all 12,000 finishers and the organisers installed a number of stand pipes across the event village. In the unprecedented 21 degree heat this initiative not only reduced plastic waste, but will also have had a positive medical impact keeping runners essentially hydrated post-finish. The water bottles were chosen for their sustainability credentials.

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Our airport branded Fast-Track and Assistance Lane (for wheelchairs and families) at race pack collection was also an excellent race day addition. Queues on Saturday afternoon (peak time) were over 45minutes at this area, in unseasonable heat and a number of families stated to the organisers that our Fast Track lane was a much needed release from this. In partnership with the Brighton Dome & Brighton Festival, which took place throughout May, Gatwick sponsored the Family, International and Accessibility programmes. These programmes offered a wide range of artistic performances, spanning music, theatre and dance which were enjoyed by people of all ages and abilities. Gatwick sponsored this year’s Crawley Festival for the third year in a row with a week of festivities, as the town celebrates its 70th birthday. One of the first events to kick off the Festival was ‘Crawley High Street Live’, which saw more than 3000 Crawley residents attend to enjoy a day of live, free music from local bands and singers in the town’s high street. Gatwick sponsored one of the music stages, as well as a marquee in which free DJ sessions took place throughout the afternoon and evening. Following the event, a ‘community week’ from 27 to 30 June - sponsored by the airport - was been added for the first time to the Festival programme, featuring musical theatre, folk music and performances from young musicians over four nights.

6.7 CHARITABLE ACTIVITY The overall fundraising figure for the Mini-Mile at Brighton Marathon was £34,000 (this is from JustGiving alone - details from other fundraising platforms is unknown). For the weekend as a whole the total fundraising was £502,800 (again this is just from JustGiving figures). From the event organiser’s experience (and post event surveys) they can accurately estimate that 75% of money raised is through JustGiving, so an accurate estimate of the total figures would be 25% higher. The streets of Horsham were aglow with neon as more than 900 women, men and children stepped out under the stars as part of the St Catherine’s Hospice 10th anniversary Midnight Walk, sponsored by Gatwick Airport. Our local charity partner estimates that £150,000 has been pledged for the event.

7 THE BEST PEOPLE, PROCESSES AND TECHNOLOGY

7.1 EDUCATION, EMPLOYMENT AND SKILLS

Gatwick Airport was headline sponsor of the sixth annual Big Bang Fair South East as a record number of more than 9,500 students attended the event to learn about the career opportunities available to them through studying science, technology, engineering and maths (STEM) subjects. A dedicated ‘Gatwick zone’ at the event offered more than 15 interactive airport-related activities, supported by a range of airport teams, including Airfield, Terminals and Engineering and various partner organisations including the Met Office. Over a third of the total number of students visited the zone with 600 of them watching a series of Learn Live broadcasts direct from Gatwick back to the Big Bang Gatwick theatre – where they were able to ask questions of the experts. The 2017 graduate engineering programme has successfully recruited 2 engineering graduates, with an additional place yet to fill. In addition, the programme is also piloting a Quantity Surveying graduate programme in response to the decline in qualified Quantity Surveyors (lowest recorded numbers since 2008). Gatwick continues to have a presence at a number of University careers fairs – UCL, Imperial and Brighton, with a new presence this year at the Graduate Engineer Show in Derby and Cranfield University, renowned for its links with Aviation and Engineering.

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The Gatwick Engineering apprenticeship scheme has also had a successful intake, with 7 apprentices starting in September. The programme attracted an extremely high quality of applications, resulting in an additional apprentice being recruited over the initial requirement for 6.

7.2 IT

We have successfully completed the refresh of the Wifi estate across the Gatwick campus. This will enable download speeds of up to 5mbps per passenger and conforms to the high density standards for Wifi. By conforming to this standard we will have a better customer experience in areas with high dwell time. Our focus will now move onto making the login and sign up process for customer Wifi more customer friendly. We are on track to complete the rollout of 1700+ CCTV cameras across the Gatwick campus. These cameras will record in high definition (1080p) and will help to make Gatwick a safer place for our passengers, customers and staff. We will tightly control who has access to the recorded images and how it is stored and used. Our focus will now move on to rolling out CCTV cameras on the airfield (a further 130+ cameras). Thomson Airways: the airline unveiled their new brand and introduced 10 self-service bag drop kiosks to offer customers an effortless check-in experience in the North Terminal. We are working to launch Gatwick’s passenger app to a limited set of pilot users in the coming weeks. We will then iterate and build out the functionality within the application until such time as it is ready to launch to the general public.

The digital radio project has now successfully completed and is closed. The project to refresh our flight information display screens (FIDS) has successfully delivered and is in the process of closing out some final change requests.

Gatwick Airport supported the first ever international airport ‘hackathon’, which challenged programmers and computer coders to improve passengers’ travel experience by developing innovative ideas for new apps over a period of 48 hours. Gatwick shared flight and waiting time data with the developers to help them with the challenge, alongside six other airports including: Schiphol (organisers of the initiative) Stockholm, Frankfurt, Geneva, Munich and Copenhagen.

The ‘{re}coding’ event, which is taking place in Berlin from 16 - 18 June, is the first time so many international airports have joined forces to collaborate and share data to improve the passengers’ experience by for example, managing passenger flows more efficiently, as well as preventing delays and inconvenience to passengers

7.3 INTERNAL COMMUNICATIONS

During this period, Internal Communications focused on communicating and cascading our Top Five business objectives for 2017-18, as well as reviewing performance in the prior year. This included two Leadership events, firstly for Exec and Senior Leaders, and secondly for people leaders within our management grades. The latter including the first staff address by our Chairman, Sir David Higgins. Internal Communications produced a narrative to assist managers with briefing their team, a video of Nick Dunn, our CFO, talking through the objectives, and other tools such as Q&As to support managers with their cascades. A key focus was also on reviewing the year, including a number of staff activities to mark year-end in June using our corporate communications channels and a video message from Stewart Wingate to give his insight into results and passenger service performance. Following the Leadership Events, Internal Communications has organised a number of sessions for Stewart with staff to update them on key business topics and enable an open forum for questions with the CEO.