MONTHLY PERFORMANCE REPORT OCTOBER 2014

gatwickairport.com/performance CONTENTS

At Gatwick we are committed to ensuring all areas of our business live up to the Core Service Standards > expectations of our passengers, our partners and our regulator. As part of this commitment we publish monthly reports Service Standards > which we have now brought together into one easy to follow report. PRM Service and Notification >

You can view or download these reports at any time at gatwickairport.com/performance On-time Performance >

If you have any comments or feedback to help us improve please send them to ACI Airport Service Quality Ranking > [email protected] CORE SERVICE STANDARDS OCTOBER 2014

NORTH Target Average score October 2014 departure lounge TERMINAL seating availability 3.80 4.04 4.01 SOUTH Target Average score October 2014 Ease of finding a seat TERMINAL Results from our passenger surveys 3.80 3.94 4.01 Measured as a score from 1-5 5 = Excellent 1 = Extremely Poor

NORTH Target Average score October 2014 airport TERMINAL cleanliness 4.00 4.02 3.99 SOUTH Target Average score October 2014 Overall cleanliness of the terminal TERMINAL Results from our passenger surveys 4.00 4.16 4.15 Measured as a score from 1-5 5 = Excellent 1 = Extremely Poor

Measures defined and targets set in agreement with the and endorsed by the CAA. Average score measured over the last 12 months. 3 CORE SERVICE STANDARDS OCTOBER 2014

NORTH Target Average score October 2014 airport TERMINAL wayfinding 4.10 4.16 4.16 SOUTH Target Average score October 2014 Ease of finding your way around our airport TERMINAL Results from our passenger surveys 4.10 4.20 4.20 Measured as a score from 1-5 5 = Excellent 1 = Extremely Poor

NORTH Target Average score October 2014 airport TERMINAL flight information 4.20 4.31 4.31 SOUTH Target Average score October 2014 Accuracy and ease of finding flight information TERMINAL Results from our passenger surveys 4.20 4.37 4.40 Measured as a score from 1-5 5 = Excellent 1 = Extremely Poor

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 STANDARDS OCTOBER 2014

NORTH Target Average score October 2014 waiting time at TERMINAL central security search 95.00% 96.74% 96.25% SOUTH Target Average score October 2014 Percentage of time when passengers TERMINAL queued for 5 minutes or less 95.00% 96.62% 96.09% The 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.

NORTH Target Average score October 2014 waiting time at TERMINAL central security search 98.00% 99.90% 99.52% SOUTH Target Average score October 2014 Percentage of time when passengers TERMINAL queued for 15 minutes or less 98.00% 99.98% 99.96% The 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.

Measures defined and targets set in agreement with the airlines and endorsed by the CAA. Average score measured over the last 12 months. 5 CORE SERVICE STANDARDS OCTOBER 2014

NORTH Target Average score October 2014 waiting time at TERMINAL central security search 0 0 0 SOUTH Target Average score October 2014 Instance where a single queue is measured TERMINAL at 30 minutes or more 0 0 0 The 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.

NORTH Target Average score October 2014 flight connections TERMINAL security search 95.00% 99.59% 99.90% SOUTH Target Average score October 2014 Percentage of time when passengers TERMINAL queued for 10 minutes or less 95.00% 98.78% 98.89% This measure applies to 95% of core hours.

Measures defined and targets set in agreement with the airlines and endorsed by the CAA. Average score measured over the last 12 months. 6 CORE SERVICE STANDARDS OCTOBER 2014

NORTH Target Average score October 2014 staff TERMINAL security search 95.00% 99.95% 99.95% SOUTH Target Average score October 2014 Percentage of time when staff TERMINAL queued for 5 minutes or less 95.00% 99.92% 99.70% This measure applies to 95% of core hours. North Terminal Staff performance calculated as average performance of both search areas.

EXTERNAL Target Average score October 2014 external control posts CONTROL security search POSTS 95.00% 99.68% 99.95%

Percentage of time when queue time is 15 minutes or less This measure applies to 95% of core hours. Performance averaged between Tower and North Gate.

Measures defined and targets set in agreement with the airlines and endorsed by the CAA. Average score measured over the last 12 months. 7 CORE SERVICE STANDARDS OCTOBER 2014

NORTH Target Average score October 2014 passenger sensitive equipment TERMINAL priority availability 99.00% 99.46% 99.28% SOUTH Target Average score October 2014 Availability of priority equipment including lifts, TERMINAL escalators and passenger conveyors 99.00% 99.64% 99.71% This covers instances of equipment breakdown or unplanned maintenance affecting the availability of priority Passenger Sensitive Equipment (PSE) during core operational hours.

NORTH Target Average score October 2014 passenger sensitive equipment TERMINAL general availability 99.00% 99.48% 99.49% SOUTH Target Average score October 2014 Availability of general equipment including lifts, TERMINAL escalators and passenger conveyors 99.00% 99.63% 99.58% This covers instances of equipment breakdown or unplanned maintenance affecting the availability of general Passenger Sensitive Equipment (PSE) during core operational hours.

Measures defined and targets set in agreement with the airlines and endorsed by the CAA. Average score measured over the last 12 months. 8 CORE SERVICE STANDARDS OCTOBER 2014

NORTH Target October 2014 baggage TERMINAL outbound baggage process 97.00% 98.10% SOUTH Target October 2014 Percentage of flights when bags are delivered to the TERMINAL airline ground handler 25 minutes or more before 97.00% 98.79% the scheduled time of departure This is a daily event based measure, the score shown relates to the lowest daily performance

NORTH Target Average score October 2014 baggage TERMINAL outbound baggage process 99.00% 99.66% 99.64% SOUTH Target Average score October 2014 Percentage of flights when bags are delivered to the TERMINAL airline ground handler 25 minutes or more before 99.00% 99.77% 99.81% the scheduled time of departure This is a monthly average measure

Measures defined and targets set in agreement with the airlines and endorsed by the CAA. Average score measured over the last 12 months. 9 CORE SERVICE STANDARDS OCTOBER 2014

NORTH Target Average score October 2014 airfield TERMINAL stand availability 99.00% 99.95% 99.98% SOUTH Target Average score October 2014 Percentage of time when aircraft stands are available TERMINAL Stand availability is measured between the following agreed 99.00% 99.97% 99.96% core hours: 00:00-11:00 and 19:00-00:00

NORTH Target Average score October 2014 airfield TERMINAL jetty/airbridge availability 99.00% 99.76% 99.90% SOUTH Target Average score October 2014 Percentage of time when aircraft jetties (airbridges) TERMINAL are available for aircraft boarding/disembarking 99.00% 99.84% 99.72% Jetty availability is measured between the following agreed core hours: 00:00-11:00 and 19:00-00:00

Measures defined and targets set in agreement with the airlines and endorsed by the CAA Average score measured over the last 12 months. 10 CORE SERVICE STANDARDS OCTOBER 2014

NORTH Target Average score October 2014 airfield TERMINAL pier service 95.00% 96.27% 96.42% SOUTH Target Average score October 2014 Percentage of time when stands with pier service are TERMINAL available as opposed to remote stands 95.00% 97.93% 97.97% This 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.

NORTH Target Average score October 2014 airfield TERMINAL fixed electrical ground power 99.00% 99.90% 100% SOUTH Target Average score October 2014 Percentage of time when fixed electrical ground TERMINAL power (FEGP) units are available for aircraft 99.00% 99.99% 99.99% FEGP 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.

Measures defined and targets set in agreement with the airlines and endorsed by the CAA Average score measured over the last 12 months. 11 CORE SERVICE STANDARDS OCTOBER 2014

INTER Target Average score October 2014 inter-terminal shuttle TERMINAL one shuttle available 99.00% 99.89% 100%

Percentage of time when one shuttle with a minimum of one car is available Core hours vary dependent on agreed maintenance periods.

INTER Target Average score October 2014 inter-terminal shuttle TERMINAL two shuttles available 97.00% 99.44% 98.90%

Percentage of time when two shuttles with a minimum of one car each are available Core hours vary dependent on agreed maintenance periods.

Measures defined and targets set in agreement with the airlines and endorsed by the CAA Average score measured over the last 12 months. 12 CORE SERVICE STANDARDS OCTOBER 2014

NORTH Target Average score October 2014 arrivals TERMINAL baggage reclaim carousels 98.95% 99.69% 99.97% SOUTH Target Average score October 2014 Availability of our baggage reclaim TERMINAL carousels for arriving flights 98.95% 99.84% 99.98% For information on the arrivals baggage performance please refer to the Airline Service Standards section of this report.

AIRPORT Target Average score October 2014 aerodrome OVERALL congestion term 0 0 0

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

Measures defined and targets set in agreement with the airlines and endorsed by the CAA Average score measured over the last 12 months. 13 AIRLINE SERVICE STANDARDS OCTOBER 2014

AIRPORT Flights within small/medium aircraft OVERALL target time in October 2014 baggage performance SMALL/ MEDIUM AIRCRAFT 86.85% Target time for small/medium aircraft – last bag delivered within 35 minutes Time 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.

AIRLINES 1-10 BY VOLUME OF FLIGHTS Airline & Number Flights within Airline & Number Flights within Handling Agent of flights target time Handling Agent of flights target time easyJet Thomson Airways MENZIES 4352 84.61% SWISSPORT 199 65.83% SWISSPORT 1349 91.99% MENZIES 176 98.86% Norwegian TAP Air Portugal AVIATOR 874 80.78% AVIATOR 122 57.38% Aer Lingus Vueling MENZIES 283 98.23% SWISSPORT 117 94.87% Ryanair Turkish Airlines SWISSPORT 231 98.27% MENZIES 105 72.38%

Measures defined and targets set in agreement with the airlines 14 AIRLINE SERVICE STANDARDS OCTOBER 2014

small/medium aircraft baggage performance

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

AIRLINES 11-21 BY VOLUME OF FLIGHTS Airline & Number Flights within Airline & Number Flights within Handling Agent of flights target time Handling Agent of flights target time Flybe Ukraine International Airlines MENZIES 84 100% AVIATOR 31 64.52% Air Europa Líneas Aéreas Air Southwest AVIATOR 62 80.65% AVIATOR 26 61.54% Monarch Thomas Cook SWISSPORT 41 70.73% AVIATOR 25 64.00% airBaltic Wow Air AVIATOR 36 97.22% AVIATOR 23 86.96% Royal Air Maroc Germania AVIATOR 32 56.25% SWISSPORT 22 77.27% Air Malta All other airlines MENZIES 31 80.65% 142 62.68%

Measures defined and targets set in agreement with the airlines 15 AIRLINE SERVICE STANDARDS OCTOBER 2014

AIRPORT Flights within large aircraft OVERALL target time in baggage performance October 2014 LARGE AIRCRAFT 93.32% Target time for large aircraft – last bag delivered within 50 minutes Time 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.

AIRLINES 1-10 BY VOLUME OF FLIGHTS Airline & Number Flights within Airline & Number Flights within Handling Agent of flights target time Handling Agent of flights target time Monarch Emirates SWISSPORT 360 96.11% AVIATOR 93 95.70% British Airways Air Transat SWISSPORT 258 93.80% AVIATOR 50 86.00% Thomson Airways Norwegian SWISSPORT 178 92.13% AVIATOR 31 87.10% Icelandair SWISSPORT 178 87.64% SWISSPORT 28 100% Thomas Cook Vietnam Airlines AVIATOR 135 85.19% SWISSPORT 20 95.00%

Measures defined and targets set in agreement with the airlines 16 AIRLINE SERVICE STANDARDS OCTOBER 2014

large aircraft baggage performance

Target time for large aircraft – last bag delivered within 50 minutes

AIRLINES 11-20 BY VOLUME OF FLIGHTS Airline & Number Flights within Airline & Number Flights within Handling Agent of flights target time Handling Agent of flights target time Turkish Airlines MENZIES 19 84.21% MENZIES 4 100% Caribbean Airlines Niki SWISSPORT 14 92.86% MENZIES 1 0% Garuda Indonesia Onur Air SWISSPORT 22 100% AVIATOR 1 100% Air Nigeria Swiftair SWISSPORT 10 90.00% AVIATOR 1 100% easyJet United Airlines MENZIES 6 83.33% SWISSPORT 1 100% Aegean Airlines AVIATOR 4 100%

Measures defined and targets set in agreement with the airlines 17 PRM STATISTICS OCTOBER 2014

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 14,665 Number of passengers needing special assistance met 48,599 Percentage of pre-notifications at least 48 hours before flight* 61%

Number of compliments received (per 1000 PRM passengers) 12 Month Average 0.90 October 2014 1.30

Number of complaints received (per 1000 PRM passengers) 12 Month Average 1.00 October 2014 1.60

* Passengers pre-notification to their airline is required by EU regulation EC 1107/2006/. Pre-notification furthermore helps us provide a better service 18 ON-TIME PERFORMANCE OCTOBER 2014

AIRPORT October 2014 departures OVERALL on-time performance 72%

Percentage of flights departing Gatwick within 15 minutes of the scheduled time

AIRPORT October 2014 arrivals OVERALL on-time performance 75%

Percentage of flights arriving at Gatwick within 15 minutes of the scheduled time

19 ACI ASQ – HOW DO WE COMPARE? Q3 2014

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 8 out of 23 in Q3 2014 How we have performed over time

4.50 4.50

Gatwick’s score 4.00 4.00

Panel average

3.50 3.50

3.00 3.00 12345678910 11 12 13 14 15 16 17 18 19 20 21 22 23

Q4 2011 Q1 2012 Q2 2012 Q3 2012 Q4 2012 Q1 2013 Q2 2013 Q3 2013 Q4 2013 Q1 2014 Q2 2014 Q3 2014

20