monthly performance report may 2018 - gatwick airport · stand availability is measured between the...

MONTHLYPERFORMANCEREPORTMAY 2018

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 STANDARDSMAY 2018

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

4.01

Average score

4.13

Average score

3.94

Average score

4.15

May 2018

4.01

May 2018

4.12

May 2018

3.94

May 2018

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

4.21

Average score

4.42

Average score

4.26

Average score

4.49

May 2018

4.20

May 2018

4.41

May 2018

4.26

May 2018

4.49

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%

May 2018

97.38%

May 2018

99.96%

May 2018

97.10%

May 2018

100%

SOUTHTERMINAL

SOUTHTERMINAL


Average score

97.64%

Average score

99.94%

Average score

98.01%

Average score

99.98%


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

May 2018

0May 2018

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%

May 2018

99.60%May 2018

97.98%SOUTHTERMINAL

6

Average score

0

Average score

99.87%

Average score

0

Average score

98.79%



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%May 2018

100%

7

May 2018

98.26%May 2018

99.92%

Average score

99.75%Average score

99.80%

Average score

99.93%


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%

May 2018

99.62%

May 2018

99.63%

May 2018

99.29%

May 2018

99.52%

SOUTHTERMINAL

SOUTHTERMINAL


Average score

99.63%

Average score

99.63%

Average score

99.63%

Average score

99.69%


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%

May 2018

99.97%

May 2018

100%

May 2018

99.95%

May 2018

100%

SOUTHTERMINAL

SOUTHTERMINAL


Average score

99.97%

Average score

99.58%

Average score

99.98%

Average score

99.58%


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%

May 2018

99.85%

May 2018

99.93%

May 2018

99.90%

May 2018

99.95%

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

99.87%

Average score

99.87%

Average score

99.85%

Average score

99.81%


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%

May 2018

96.24%

May 2018

100%

May 2018

98.16%

May 2018

100%

SOUTHTERMINAL

SOUTHTERMINAL


Average score

96.81%

Average score

99.91%

Average score

97.63%

Average score

99.90%


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%

May 2018

100%

May 2018

98.87%


Average score

100%

Average score

99.20%


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

0May 2018

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%

May 2018

99.91%May 2018

99.87%SOUTHTERMINAL

13

Average score

99.89%Average score

99.83%

Average score

0

AurignyAURIGNY

AIRLINE SERVICE STANDARDSMAY 2018

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 May 2018

96.59%

4,217 177

1,380 170

871 142

81

299

290

97.30% 98.87%

97.83% 99.41%

96.56% 71.13%

95.32%

94.48%

easyJetDHL

Aer LingusMENZIES

Airline &Handling Agent


Number of flights

Number of flights

Flights withintarget time


British AirwaysBA GGS

NorwegianNORWEGIAN

RyanairMENZIES

VuelingMENZIES

FlybeAIRLINE SERVICES

AIRLINES 1-10 BY VOLUME OF FLIGHTS

98.77%

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.

TAP Air PortugalMENZIES 105 95.24%

TUI AirwaysAIRLINE SERVICES

Royal Air MarocMENZIES

Iberia ExpressMENZIES

Air BalticAIRLINE SERVICES


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

108 89.87%

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.

24 91.67%

Air MaltaAIRLINE SERVICES

23 78.26%

31 96.77%

Turkish AirlinesAIRLINE SERVICES

19 94.74%Cobalt AirMENZIES



Number of flights

Number of flights



61 100%

Air Europa Líneas AéreasMENZIES

31 100%

36 97.22%

Ukraine International AirlinesMENZIES

WOWAirAIRLINE SERVICES

69 98.55%

59 96.61%

All other airlines

56 92.86%

29 100%

Air Arabia MarocMENZIES

Rossiya DNATA


15

WestJetAIRLINE SERVICES

TUI AirwaysAIRLINE SERVICES

Thomas CookMENZIES


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 May 2018

97.78%

365 99.18%British AirwaysBA GGS 113 99.12%

EmiratesDNATA



Number of flights

Number of flights



Virgin AtlanticVS SWP

278 95.68%

NorwegianNORWEGIAN

93 100%

VuelingMENZIES 74 100%

62 98.39%

166 87.95%

187 98.93%

263 100%



61 96.72%Air TransatVS SWP

Turkish AirlinesAIRLINE SERVICES

Smart WingsMENZIES

Air EuropaMENZIES

China AirlinesDNATA

Qatar AirwaysVS SWP

Cathay PacificDNATA

Wizz AirMENZIES

WOWAirAIRLINE SERVICES

25 100%

20 100%

RwandairAIRLINE SERVICES

26 100%

26 100%

33 100%

IcelandairMENZIES


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


Number of flights




18 100%


Number of flights


2 100%

14 100%

Tianjin AirlinesAIRLINE SERVICES

2 100%

100%

3 100%

9 100%

Ukraine Internation AirlinesMENZIES

6 All other airlines


18Measures defined and targets set in agreement with the airlines. Check-in queue performance is measured for the time in which an airline’s individual check-in is open or the agreed defined time of an airline’s check-in operation. Aer Lingus performance data not available due to temporary relocation of the airlines check in area.

55,071

97,743

62,335

890,447

52,647336,921

40,106

22,295

14,971

267,413

175,904

125,148

100%

97.35%

94.03%

99.95%

99.93%97.27%

99.57%

99.89%

100%

99.83%

98.33%

99.73%

Virgin Atlantic

Aurigny

Thomas Cook Airlines

easyJet

Emirates

British Airways

Norwegian

All other airlines

Vueling

TUI

Ryanair

Turkish Airlines

Airline / Operator Departing Passengers

Service Score

AIRLINES 1-11 BY VOLUME OF DEPARTING PASSENGERS

Airline / Operator Departing Passengers

Service Score

waiting time atcheck inPercentage of time when passengers queued for – 30 minutes or lessThe waiting time is the delay imposed by the queue for check in or bag drop within a defined airline check in area, up to the point that the passenger reaches the check-in desk or bag drop desk/kiosk. Airlines achieving 95% or higher are considered to have met the target successfully.

AIRPORT OVERALL

Service Score May 2018

98.65%

PRM STATISTICSMAY 2018

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

17,384

66,402

53.75%

May 2018 0.7512 Month Average 0.45

May 2018 1.6412 Month Average 1.14

19

http://www.gatwickairport.com/prm


20

* waiting time once PRM made themselves known.

departing

October November December January February March

90%

80%

Target

100%

20 mins

10 mins

Standard*

30 mins

PRE-BOOKED

94.11%

87.53%

96.54%

93.23%

86.43%

98.76%

95.10%

87.19%

98.48%

95.37%

89.22%

98.53%

-

-

-

99.83%

99.80%

99.88%


* time assistance available at gate from arrival on chocks.** Please note that due to a change of systems the arrival performance data for February and March was compromised and therefore these scores do not reflect the service received by passengers.

arriving

90%

80%

Target

100%

10 mins

5 mins

Standard*

20 mins

PRE-BOOKED

90%

80%

Target

100%

35 mins

25 mins

Standard*

45 mins

NON PRE-BOOKED

97.46%

95.01%

98.94%

99.09%

94.60%

99.73%

97.42%

94.93%

98.92%

100.00%

97.05%

100%

96.28%

93.44%

98.79%

98.66%

96.64%

98.66%

97.52%

95.53%

99.07%

97.95%

96.04%

100%

65.43%

58.38%

77.94%

89.48%

79.36%

94.09%

59.32%

52.45%

72.63%

85.31%

75.86%

90.61%

21



ON-TIME PERFORMANCEMAY 2018

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

May 2018

69.1%

May 2018

68.7%

22

ACI ASQ – HOW DO WE COMPARE?Q1 2018

Airports Council International produce a measure of overall satisfaction with the airport. It shows how we compare against a panel of 20 European Competitor airports, as well as how our score (out of 5) has changed over time.

Gatwick ranked 9 out of 20 in Q1 2018 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

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

5

Q1 201

6

Q2 201

6

Q3 201

6

Q4 201

6

Q1 201

7

Q2 201

7

Q3 201

7

Q4 201

7

Q1 201

83.00

3.50

4.00

4.50

Gatwick’s score

Panel average

23

monthly performance report may 2018 - gatwick airport · stand availability is measured between the...

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