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

96.62%

March 2015

100%

March 2015

97.77%

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

99.74%

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