Edinburgh Airport Consultative CommitteeChief Executive’s Report

Meeting date 11 November 2019Period covered (Year/Quarter/covering months)

2019 Q3July, August, September

Table of contents1 Traffic figures

1.1 Passenger figures.................................................31.2 Aircraft movements..............................................31.3 Aircraft traffic mix................................................31.4 Cargo figures in kg................................................41.5 Day v Night aircraft movements...........................41.6 Traffic commentary..............................................4

2 Capital investment2.1 Projects under construction.................................52.2 Projects being developed.....................................62.3 Projects recently completed……………………………… 7

3 Community investment3.1 Community Fund..................................................83.2 Charity work………………………………………………………83.2 Community engagement commentary................8

4 Surface access4.1 Bus and tram services..........................................94.2 Taxis...................................................................104.3 Surface access commentary...............................10

5 Aircraft noise5.1 Noise complaints received.................................115.2 Runway use………………………………………………………115.3 Complaints by type of enquiry………………………….135.4 Complaints by area sorted by number………………145.5 Noise commentary……………………………………………14

6 Route developments6.1 New services for 2019/2020...............................156.2 Ceased services for 2019....................................156.3 Route commentary............................................16

7 Passenger satisfaction analysis7.1 Complaints, compliments and enquiries............177.2 Passenger satisfaction........................................187.3 Appendices.........................................................19

1. Traffic figures All percentages are reported to one decimal place. Any negative figures or decrease in percentages are reported in red.

1.1 Passenger figures

Passenger figures Jul-19 Aug-19 Sep-19Q3 2019

totalQ3 2019

% of totalQ3 2018

% of total

% change 2019 vs

2018

Domestic 475,757 470,458 441,801 1,388,016 31.8% 33.6% -4.9%

International 1,032,783 1,010,193 938,232 2,981,208 68.2% 66.4% 3.5%

Total 1,508,540 1,480,651 1,380,033 4,369,224 100% 100% 0.6%

Aircraft movements Jul-19 Aug-19 Sep-19Q3 2019

totalQ3 2019

% of totalQ3 2018

% of total

% change 2019 vs

2018

Domestic 5,739 5,748 5,531 17,018 45.9% 46.1% -0.4%

International 6,835 6,847 6,368 20,050 54.1% 53.9% 0.5%

Total 12,574 12,595 11,899 37,068 100% 100% 0.1%

Passenger traffic mix Jul-19 Aug-19 Sep-19Q3 2019

totalQ3 2019

% of totalQ3 2018

% of total

% change 2019 vs

2018

Scheduled 1,475,305 1,451,545 1,355,548 4,282,398 98.0% 97.7% 0.9%

Charter 31,346 27,976 23,091 82,413 1.9% 2.2% -13.6%

Other 1,889 1,130 1,394 4,413 0.1% 0.1% 26.4%

Total 1,508,540 1,480,651 1,380,033 4,369,224 100% 100% 0.6%

1.2T

raffic commentary

4.4 million passengers used Edinburgh Airport in Q3 2019 - a growth of 0.6% YoY.

Growth came from international passengers - due to new route growth, as well as increased capacity to long-haul destinations. We added 23 new routes overall in 2018 and will have introduced 21 new routes by the end of 2019.

Domestic segment with negative growth as Ryanair decreased schedule to Stansted from June 2019 (from four per day to four per week). Ryanair will cut the route completely from Winter 2019. Domestic traffic was further impacted by a higher than usual amount of cancellations (BA pilots’ strike & weather disruptions).

Wow Air ceased all operations.

Decrease in charters as TUI ceased Pula and served less flights to Larnaca, Rhodes and Gran Canaria. Thomas Cook did not resume the Antalya route after 2018.

A fall in the number of night time flights for the second consecutive quarter.

Cargo figures in KGs Jul-19 Aug-19 Sep-19Q3 2019

totalQ3 2019

% of totalQ3 2018

% of total

% change 2019 vs

2018

Mail 1,983,733 1,908,574 1,816,686 5,708,993 52.9% 51.9% 2.6%

Freight 1,819,597 1,678,048 1,576,409 5,074,054 47.1% 48.1% -1.4%

Total 3,803,330 3,586,622 3,393,095 10,783,047 100% 100% 0.7%

Day vs night aircraft movements

Jul-19 Aug-19 Sep-19Q3 2019

totalQ3 2019

% of totalQ3 2018

% of total

% change 2019 vs

2018

Night (0000-0559) 512 483 474 1,469 4.0% 4.0% -1.7%

Day (0600-2159) 11,227 11,286 10,614 33,127 89.4% 89.2% 0.2%

Evening (2200-2359) 835 826 811 2,472 6.7% 6.7% -0.9%

Total 12,574 12,595 11,899 37,068 100% 100% 0.1%

2. Capital investment

2.1 Projects under construction Network Strategy

The IT network is critical for all airport operations, including security, check-in, baggage and terminal/airside operations, to function and work collaboratively with handling agents, airlines and other partners. The current network is aged and complex – this project will implement a simplified, highly resilient network and wireless solution to support the current and future demands of Edinburgh Airport.

The project gained Board approval to proceed in September 2019. The team are mobilising with implementation partners with hardware arriving in December 2019. The project will build the new network in parallel to the current network and migrate business services over in a phased approach.

Value: £6.3mDue to be complete: May 2021

Baggage Futures

This project started in September 2018 and will deliver additional baggage handling capacity to meet forecast demand beyond 2021 and comply with EU Hold Baggage security screening legislation. It will be housed within the footprint of the existing Baggage Hall and utilises the footprint of the old domestic arrival area. This project aims to improve reliability, resilience and capacity of the hold baggage and sorting system. This project is on track to bring forward the GO/NO-GO date to 11 November for the first phase of the works allowing the second phase to proceed as planned.

Value: £30mDue to be complete: August 2021

East Terminus

The Airport Link Road, Eastfield Road, Hilton roundabout and interchange are a critical bottleneck on access in and out of the airport and there’s insufficient space for new projects and growth at the terminal. East Terminus is part of a £20m investment project to improve access to and from the airport. Phase 1 of building has commenced and is due to open Summer 2020. The passengers will now be covered from the terminal to pick-up/drop-off, new passenger ramp with an event space, new 5m wide passenger bridge over Gogarburn, new Passengers with Reduced Mobility (PRM) building.

Phase 1 value: £6.5mDue to be complete: Q2 2020

Fire Station

The airport fire station was initially built in 1977. During its lifetime, there have been several extensions/renovations to enhance the facilities and accommodate airport growth, therefore increasing the fire station’s operational needs. This project currently has a very productive ongoing engagement with AFS and 50% of the design review has been carried out. The next steps for this project are to commence the preparation of tender information.

Value: £2.5mDue to be complete: End of 2021

Terminal Toilets Refurb (phase 4)

This project to upgrade the toilets will ensure a better passenger experience and make the facilities easier to clean and maintain. Phases 1 and 2 are now complete, delivering upgrades to toilet blocks at International Arrivals 1, Gate 3 and South East Pier. Phase 3 is due to commence in November 2019, where our attention will be focused on toilet blocks at Gate 7 and landside EAT.

Value: £2.5m (all in)Phase 4 completion due: March 2020

2.2      Projects being developed East Access Road The main access to the airport on Eastfield Road is at capacity and the airport requires an alternative access to the campus for future growth of the airport and Crosswinds. This will ease congestion on Eastfield Avenue and allow for reduced journey times at peak. An archaeology report has been carried out and received with geophysical survey and next steps agreed. The next steps for this project will be detailed design to allow planning permission dates to be met. We are in the options phase and have an agreed end-to-end road alignment and are currently designing junctions and optimising internal operational spaces. We are now planning to submit a derailed planning permission in 2020.

Value: £14m Due to be complete: Q1 2022

Security Futures (Phase 1)

The primary drivers for this project centre on the requirement for both legislative compliance and the need to ensure enough capacity is available to support passenger growth. Phase 1 of the works is already well underway which is focused ensuring the correct technology provider is selected when EAL move to standard three cabin baggage screening. Alongside this, work is underway to ensure development of future capacity is aligned with the airports long term development strategy which will form the second phase of the works.

Value: £800kWorks due to start: Q3 2020

Car Park Rehabilitation

A makeover is planned for the multi-storey during the winter months of 2019/2020. This will include a deep clean, remedial maintenance and new-look signage across levels 1-5, the lifts, ground floor foyer and toilets. Level 2 features our fastTRACK bridge and improvements will be made to highlight this feature. Finally, we are considering the addition of external feature lighting to showcase this terminal parking facility.

Value: tbcDue to be complete: March 2020

2.3      Projects recently completed FastPARK

The project created a new ‘off-site’ parking facility in front of the terminal to provide a better-quality service for customers as well as allow the airport to store vehicles more efficiently and therefore increasing car parking capacity. It was completed and handed over for operational use in July 2019. Customers have been using the new product and it has been operating well. Works to relocate airport staff to a new consolidated staff car park have also now been concluded.

Value: £3.5m

Wide Area Network (WAN) Upgrade

The project will deliver increased capacity and resilience to existing connections to our datacentres in Edinburgh and Newcastle, supporting our key business systems and applications. Our key suppliers and partners (Pulsant and Comms World) are now progressing final enabling works and readiness for our two migration phases in August and September 2019.

Value: £330kDue to be complete: October 2019

Terminal Toilets Refurb (phase 3)

This project to upgrade the toilets will ensure a better passenger experience and make the facilities easier to clean and maintain. Phases 1 and 2 are now complete, delivering upgrades to toilet blocks at International Arrivals 1, Gate 3 and South East Pier. Phase 3 is due to commence in November 2019, where our attention will be focused on toilet blocks at Gate 7 and landside EAT.

Value: £2.5m (all in)Phase 3 completion due: March 2020

3. Community investment The Community Fund budget is generated from the drop off fee and increases in line with

passenger numbers.The Community Fund board meet three times a year and is chaired by Alex Cole-Hamilton, MSP

for Edinburgh Western.Application information can be found at edinburghairport.com/community

3.1 Community Fund

Budget for 2019: £143,000Funding awarded in 2019 so far: £93,365.61 to 54 groupsBudget remaining for Meeting 3: £49,634.39

The next Community Fund meeting will take place on 1 November 2019.

Charity work

Edinburgh Airport’s 2019 Charity of the Year is The Yard, an adventure play centre in Edinburgh for disabled young people aged 0-25. At the end of Q3 more than £85,000 had been donated in cash and gifts in kind. This includes confiscated alcohol from our Security processes for use as raffle prizes, staff led fundraising events, bucket collections at the airport, foreign currency boxes and quarterly appeals.

So far in 2019, the airport has donated almost £16,000 in match funding grants amongst 19 charities. Staff can apply for match funding up to twice per year for a charity of their choice or up to four times per year for the corporate charity.

Community engagement commentary

We work in partnership with Gateway to provide work experience placements to pupils within Edinburgh and the Lothians during the first full week of each month.

Edinburgh Airport hosted their first work experience day for pupils with Additional Support Needs. A class from Pinewood School visited the airport in June and learned about the different teams at the airport. This received traction in the media as well as a mention in Scottish Parliament. We will be welcoming another group from Leith Academy in November.

In September we hosted our first Engineering Tomorrow session for Whitburn Academy and Wester Hailes Education Centre. This is an initiative aimed at schools in areas of deprivation to build awareness around STEM (Science, Technology, Engineering and Maths) subjects for young people. The target age group for the programme is 12-13 years old. The first session received excellent feedback from teachers and pupils and we are hosting another session in November.

4. Surface access Surface access target is 35% of passengers using public transport by 2020.

4.1 Bus and tram services

4.2 Commentary

Public Transport Mode share is 35% for Q3 2019 compared to 31% for Q3 2018. Both Citylink AIR and Airlink introduced larger capacity vehicles on their route in Q3. Taxi rank departures down YoY and last rolling 12 months. Enforcement cameras in the DOZ have been in place since June. This system issues taxi drivers breaking the

byelaws with a fine. Departures per pax are down for Q3 vs LY but are declining at a lower rate than in Q1 and Q2.

5. Aircraft noiseOur Service Level Agreement (SLA) is to respond to noise complaints within five days.All percentages are reported to one decimal place.Any negative figures or decrease in percentages are reported in red

5.1 Noise complaints received

Jul-19 Aug-19 Sep-19Q3/2019total

Q2/2019total

% changeQ3/2019 vQ2/2019

% changeQ3/2019 vQ3/2018

Noise complaints 282 305 150 737 735 0.13% 61%

Complainants 41 50 46 106 101 4.9% -71.8%

Answered in SLA 99.7% 83.3% 93.5% 91.7% 97.4% -5.7% 11.4%

5.2 Runway use

Jul-19 Aug-19 Sep-19Q3/2019total

Q2/2019total

% changeQ3/2019 vQ2/2019

% changeQ3/2019 vQ3/2018

Runway 06 3716 3250 2516 9482 19776 -52.1% 51.3%

Runway 24 8831 9321 9370 27522 15555 76.9% -10.3%

5.3 Complaints by type of enquiry

Defined terms - As perceived by complainant not EDI defined

Ground running Complainant considers noise source to be engine testing operations or noise of aircraft on ground within the airport grounds

Helicopter Complainant considers noise source to be EDI related helicopter movement complaints – generally not Edinburgh Airport movements

General/non-specific

Complainant wishes to report a non-noise related complaint – still logged as it is received to noise line or noise email address

Off track Complainant considers the aircraft to be flying out with the SID or NPR

Low flying Complainant considers noise source to be due to the altitude of aircraft being too low

Arriving aircraft noise Daytime (06:00 – 23:30) noise level complaints for Arrivals

Departing aircraft noise Daytime (06:00 – 23:30) noise level complaints for Departures

Daytime Noise Levels Daytime (06:00 – 23:30) noise level complaints – Arrivals and Departures

Night flight noise Night time (23:30 to 06:00) noise level complaints

ACP Enquiries regarding noise levels relating to proposed new flight paths not yet flown

Military flight noise Noise complaints regarding military aircraft not associated with Edinburgh Airport

5.5 Noise commentary

Despite the number of complaints rising during this quarter, the number of complainants remained steady.

Comparison of Q3 2018 with Q3 of 2019 shows an increase in complaints from 581 to 737, however the number of complainants has reduced from 377 to 106, a reduction of 71.8%.

The rise in complaints is due to wind direction and the continuing complaints in this respect from two frequent complainants. One complainant in Dunfermline accounted for a total of 216 complaints during the

6 Route development

6.1 New services for 2019

Destination Airline Start date1 Islay Loganair 31 Mar 20192 Luxembourg Ryanair 01 Apr 20193 Philadelphia American Airlines 02 Apr 20194 Billund Ryanair 04 Apr 20195 Bodrum Jet2 07 May 20196 Corfu Jet2 09 May 20197 Bergen Loganair 09 May 20198 Stavanger Loganair 10 May 2019

5.4 Complaints by area sorted by number of complainants

9 Bourgas Jet2 11 May 201910 Guernsey Loganair 11 May 201911 Boston Delta 25 May 201912 Milano Alitalia 08 Jun 201913 Aalborg Great Dane 26 Jun 201914 Vienna Lauda 27 Oct 201915 East Midlands Loganair 29 Oct 201916 Bucharest Ryanair 30 Oct 201917 Verona easyJet 07 Dec 201918 Warsaw Chopin Wizz Air 18 Dec 201919 Gdansk Wizz Air 19 Dec 201920 Budapest Wizz Air 21 Dec 201921 Bucharest Wizz Air 23 Dec 2019

2020

Destination Airline Start date1 Birmingham easyJet 29 Mar 20202 Bydgoszcz Ryanair 02 Apr 20203 Rotterdam Transavia 02 Apr 20204 Izmir Jet2 05 May 2020

6.2 Ceased services

2019

Destination Airline End dateVienna Jet2 04 Jan 2019Stewart Norwegian 30 Mar 2019Las Palmas (Gran Canaria) TUI 30 Apr 2019Kefalonia Jet2 25 Sep 2019Almeria Jet2 18 Oct 2019Stansted Ryanair 26 Oct 2019East Midlands Flybe (taken over by Loganair) 27 Oct 2019

6.3 Route commentary

Qatar Airways increased frequency to ten per week for Summer (from daily). Lufthansa started a new service to Munich ( two pw) in December 2018. Munich is also served by easyJet &

Eurowings. Jet2 started three new routes in 2019 – Bourgas, Bodrum & Corfu (all one per week) & announced Izmir for May

2020 start (one per week) and removed Almeria and Kefalonia after Summer 2019. American Airlines started a new route to Philadelphia, which replaced the service to JFK, offering more choice for

onwards connections. Delta started a new service to Boston in May 2019 further expanding our long-haul offering. Ryanair started new routes to Billund (Denmark) and Luxembourg in Summer 2019 & will introduce Bucharest

starting 30 October 2019. Ryanair is ceasing the Stansted route from 26 Oct 2019. From June 2019, the route was operated with a reduced

frequency (four weekly from four daily). Loganair started four new routes in early 2019: Bergen and Stavanger in Norway as well as services to Islay and

Guernsey. Alitalia served a peak summer service to Milan (Linate & Malpensa) in 2019. Great Dane launched a two per week service to Aalborg in Denmark in June 2019. Lauda (owned by Ryanair) will start a new three times weekly service to Vienna in October 2019. Wizz Air will start flying four routes from EDI starting Christmas 2019. Emirates will operate a daily winter service (previously five pw). Flybe ceased East Midlands on 27th October. Loganair is taking up the route from the same date with an increased

frequency. Transavia will start a new service to Rotterdam in April 2020. easyJet will start a new service to Birmingham from March 2019.

7 Passenger satisfaction analysis

7.1 Complaints, compliments and enquiriesReceived via our website or by post

Jul Aug Sep0

255075

100125150175200225250275300325 302

313 309

39

806265

85

57

Complaints Compliments Enquiry

Full breakdown of areas of complaint can be found in appendices 2.1, 2.2 and 2.3

July Aug Sept % change Q3 2019 vs. Q2

2019

% change Q3 2019 vs. Q3

2018

Total

Complaint 302 313 309 -12% 3% 924Compliment 39 80 62 52% 126% 181Enquiry 65 85 57 0% -23% 207Total 406 478 428 -5% 5% 1312

7.1.2 Feedback through Webform – Commentary

The top 4 areas of complaint have consistently been;

Car Parks – pricing, FastPark, overstay charges Handling Agents – baggage speed, staff service, lost items Security – staff service, lost or damaged items, fastTRACK speed/closed upon arrival Terminal – wayfinding, walking distance, seating/comfort

Total complaints in July has decreased vs 2018. This is in comparison to both August and Septembers’ totals which have increased year on year. Overall there has been a 5% increase in feedback for Q3 2019 vs 2018.

There has been a significant increase in compliments 2019 vs 2018, this is as a result of the positive feedback for both PRM and the Additional Needs Team. This, along with staff service for both Car Parks and Security account for the majority of Q3 compliments.

7.2 Passenger SatisfactionGathered by our in-house Market Research team who interview 350 departing passengers & 300 arriving passengers per month

Journey to airp

ort

Check In

Securit

y

Departure Lo

unge

Embarkation

Overall d

eparture exp

erience

Disembarka

tion

Immigration

Baggage Hall

Journey from airp

ort

Overall a

rriva

ls exp

erience

3.43.63.8

44.24.44.6

Passenger Satisfaction - Face to face suvey

July August September Target

Market Research Team surveys and e-mail satisfaction survey – Commentary Face to face survey under target throughout Q3 are;

o Embarkationo Disembarkation (above target for August)o Baggage Hall

Appendices

A. Areas of complaint – July 2019

Airlines

Airside O

ps

Car Parks

Handling Agents

Immigration

Lost Property

LoungesMisc PRM

Retail

Securit

y

Terminal

Transport

Website

Welcome Team Wifi

0

10

20

30

40

50

60

70

80

July

B. Areas of complaint – August 2019

Airlines

Airside O

ps

Car Parks

Handling Agents

Immigration

Lost Property

LoungesMisc PRM

Retail

Securit

y

Terminal

Transport

Website

Welcome Team Wifi

0

10

20

30

40

50

60

70

80

August

C. Areas of complaint – September 2019

Airlines

Airside O

ps

Car Parks

Handling Agents

Immigration

Lost Property

LoungesMisc PRM

Retail

Securit

y

Terminal

Transport

Website

Welcome Team Wifi

0

10

20

30

40

50

60

70

80

September