CONSULTATIVE COMMITTEE

Managing Director’s Report February 2014

1. Passenger statistics ––– September to December 2013

Southampton Airport welcomed 1,722,989 passengers in 2013 – this is 1.7% higher than in 2012. Between Septmber and December 2013, Airport welcomed 561,741 passengers.

Total Passenger Numbers at Southampton Airport

2013 2012 2011 2010 2009 JanJanJan 88,205 98,633 99,575 95,001 105,227 Feb 100,776 108,723 104,013 114,890 108,536 Mar 124,489 127,946 130,119 142,473 135,312 Apr 136,765 139,260 143,672 121,278 150,447 May 157,691 150,415 157,942 159,700 163,889 JunJunJun 169,317 164,163 177,482 178,900 172,533 JulJulJul 188,780 174,005 192,336 187,757 190,453 Aug 195,225 175,891 187,869 183,500 185,281 Sept 174,167 167,991 175,733 174,570 174,501 Oct 145,813 145,596 152,015 156,754 155,188 Nov 125,950 129,035 124,417 127,019 131,251 Dec 115,811 112,205 117,285 92,582 118,645 TOTAL 1,722,989 1,693,863 1,762,458 1,734, 434 1,791,263 % 1.7% ---3.90% -3.90% 1.60% ---3.20% -3.20% ---8.20% -8.20% change

2. Total Aircraft Movements

Total Aircraft Movements Sep to Dec 2013

The aircraft movements at Southampton Airport decreased by 6.09% from September to December, when compared to the same time last year. Total Aircraft Movements include: Passenger and Cargo Flights, Training Flights, Air Ambulance, General Aviation, Military, Air Taxi and Positioning Flights.

% Sep Oct Nov Dec Total Change

2013 3,851 3,433 2,979 2,714 12,977

2012 3,928 3,657 3,329 2,905 13,819 -6.09%

Total Aircraft Movements 2013 v 2012

% Total Change

2013 40,501

2012 43,285 -6.43%

3)3)3) Total Air Transport Movements

Total Air Transport Movements ––– Sept to Dec 2013

Total Air Transport movements at Southampton Airport between September and December decreased by -6.32%. Total Air Transport Movements includes; scheduled and non-scheduled passenger movements.

% Sep Oct Nov Dec Total Change 2013 3,358 3,116 2,650 2,412 11,536 2012 3,484 3,317 2,918 2,595 12,314 -6.32%

Total Air Transport Movements 2013 v 2012

% Total Change

2013 36,058

2012 38,641 -6.68% 444.4. Airlines & Destinations

Additional Flights

Eastern Airways has expanded its route network to include services between Southampton and . Southampton Airport moved quickly to safeguard services after learning of ’s intention to withdraw from serving this domestic route. There are now three services a day between Monday and Friday and a Sunday afternoon service. have also increased there services to Aberdeen.

Blue Islands have increased their capacity between Southampton and Guernsey by 250% with the introduction of their new 66 seat ATR-72 500. The launch of the new aircraft means that over 110,000 extra seats per year will be available. Southampton Airport welcomed the new aircraft in December with a spectacular water arch and launch event with the Mayors of Southampton and .

Flybe has increased flights to both Jersey and Guernsey for summer to five times a day from the end of March. There’s an additional afternoon flight departing to Jersey daily every day (except Saturday), and extra morning flights departing weekdays to Guernsey.

Withdrawn Routes

Flybe has withdrawn services to Leeds Bradford and Hannover, together with the summer-only services to Barcelona, Beziers and the Isle of Man as part of its route reconfiguration

Channel Islands Roadshow

Southampton Airport led a brand new initiative to the Channel Islands this January, to promote tourism in and to position the airport as a gateway to London using South West Trains. Visiting both Jersey and Guernsey, the successful event included media briefings, travel agent events and a public exhibition. Paultons Park (home of Peppa Pig World), Beaulieu, SeaCity Museum, Southampton Art Gallery, Tudor House & Gardens, The Ageas Bowl and Business South all joined the team from Southampton Airport to promote tourism and business opportunities in the region. , Flybe, and were also part of the roadshow, promoting the increasing number of flights available into Southampton from the Channel Islands.

555.5. Management &&& Staff

Breeze Through Awards (Monthly) ––– September ––– December 2013

Southampton Airport’s staff recognition scheme, The Breeze Through Awards, rewards staff who go the extra mile. Staff can nominate their own team, another team or individual with support from the relevant manager. Monthly winners receive a trophy, an invitation to the annual awards ceremony and have their case study displayed across the airport.

The Breeze Through award for September went to a crew from the Servisair ramp team - Brent Griffiths, Terry Wright, Lee Faithful, Shirley Cuppleditch, Pete Digwa and Marc Harris - for their perseverance and customer-focused attitude when assisting a young paraplegic passenger. The young man arrived at the airport wishing to board his flight with a 112kg wheelchair. The team had not previously been advised of the specialist chair and had to work creatively to ensure that it could be loaded into the aircraft hold. The dimensions were tight, the chair could not be collapsed and spreader boards were required to distribute the weight. After the first attempt there was insufficient space, requiring the chair to be offloaded. The team were committed to finding a solution to enable the chair to be loaded so that the passenger could travel, and after removing the arms from the chair the wheelchair finally fit, allowing the man to travel.

The Breeze Through award for October went to a multi-departmental team - Ian Cross, Matt Brierly, Rachael Adams, Pete Lucas, Dean Nicholls, James Howard and Shaun Ingham - for their professionalism and commitment. They stayed on after their shift hours to manage aircraft manoeuvres in thoroughly unpleasant weather conditions including driving rain and strong winds, ensuring passengers were able to Breeze Through the airport as swiftly as possible.

The Breeze Through award for November went to Bal Gill from Servisair. A family of seven missed their Air France flight to Paris Orly when they made a mistake on the time and arrived at the airport late. They were on their way to Disneyland Paris to celebrate a 70th birthday. Bal went the extra mile to help them; calling the airline to see what they could offer our passengers, searching the internet to find alternatives and working with Flybe to try and find a solution. Bal spent almost an hour helping these passengers and finally found them flights. If Bal had not gone the extra mile, the family may have not made their holiday, losing an awful lot of money and disappointing the party waiting for them in Paris.

The Breeze Through award for December went to Dave Reynolds from the National Air Traffic Control Service (NATS). On 7th December, NATS had technical problems with the ground communications system, causing disruption to flights across the UK, as well as at Southampton Airport. Dave has been praised as being very communicative with his Southampton Airport colleagues and helpful throughout his shift that day. Dave also had the initiative to make some tactical changes to the flight paths of a number of aircraft flying to and from the airport. Working with his colleagues at NATS Flow Management and the NATS headquarters at Swanwick, this solution allowed Southampton Airport to reduce delays and disruption.

666.6. Noise --- End of Year Review

Year Total Complaints Households Aircraft Movements 2013 77 57 40501 2012 94 80 43285 2011 71 66 45704 2010 320 161 45367

We have seen a decrease of 18% in the amount of complaints received during 2013 vs 2012. The average response time over the 12 month period was 1.65 days thus exceeding the SLA of 5 days.

These statistics do not include comments about non SOU aircraft. A total of 5 complaints were received concerning non SOU aircraft (Mix of Police Helicopter and light general aviation)

Notable events

Zero complaints were recorded in November and December 2013.

Complaints remain low for the year, despite the warm weather experienced between May – September. The numbers of complaints received do reflect the weather conditions.

Planned improvements for 2014 include an improved complaint logging database which has been created in house and a planned newsletter focussing on key noise issues such as aircraft routings, how weather can affect noise etc. This follows the proactive stance that we take towards noise.

777.7. Vortex

There were no reported occurrences of vortex damage between September and December 2013.

888.8. Community and charity

The Big Idea ––– aaa oneone----offoff £50,000 grant

Pavillion on the Park in Eastleigh was the latest recipient of the Big Idea funding – a grant of £50,000 to make a significant difference to a community project. The funding will help Pavillion on the Park to build a new outdoor activity building, opening on to Fleming Park. The new 4 all Hangar will provide storage for specialist cycles and a focal point for developing work skills, independent living skills and recreation & leisure experiences.

Building work is due to begin in the Spring.

Movember 2013

Staff across Southampton Airport were sporting a range of moustaches last November for the world- wide phenomenon that is Movember, raising hundreds of pounds for men's health; specifically prostate cancer, testicular cancer and men’s mental health. Other staff members also joined in the fundraising fun by sporting fake moustaches and even passengers got involved by voting for their favourite Southampton Airport moustache on Facebook and posing for photos, with their own moustaches.

Girl Guides enjoy First Aid training thanks to SouthaSouthamptonmpton Airport Fire Service

Ten Girl Guides from the 1st Hedge End Guides group can now boast a first aid qualification after successfully completing training provided by Southampton Airport Fire Service. The one day first aid qualification is a requirement for anyone undertaking awards such as Duke of Edinburgh Award or The Baden Powell Challenge Award in Girlguiding and by adult volunteers in organisations such as Scouting and Guiding.

Southampton Airport Fire Service provide regular one and three day first aid and health and safety at work training to a wide range of groups including businesses, schools, youth groups and community organisations.

Children in Need

Passengers were treated to a Medieval-style play, courtesy of the Romsey Round Table, who were raising money for Children in Need last November. The group raised over £1,900.

999.9. Customer service

Southampton scscoresores highly on customer service

Southampton Airport has seen an improvement in overall passenger satisfaction from 2012, scoring the highest out of the UK airports with an average of 4.14 out of a maximum score of 5 for 2013 - ranking us the 7th highest in Europe. This is due to our exceptionally high scores in customer service, which saw us become first in Europe for 2013 for the helpfulness of airport staff. This data is taken from the scores from those airports that are part of the ASQ programme, of which there are 228 participating airports.

11101000.. Online & Social Media

Twitter The account has reached over 20,000 followers and has proved invaluable for providing instant updates in times of disruption, is followed by local media and is being used as a customer services tool. To follow the airport, go to www.twitter.com/sou_airport

Facebook Our Facebook page continues to grow and our engagement with fans is significantly higher than most other regional airports. Through competitions, surveys and photo sharing the number of ‘likes’ now sits at over 3,200. www.facebook.com/sou.airport

Blog Our blog has entries including top tips, ‘tried and tested’ things to do, places to go in our destinations and closer to home here in Hampshire. We are developing our ‘Day in the life’ features to give more ‘behind the scenes’ insights to working life at the airport.

111111.. Dates for your diary

Next Consultative Committee Meeting Tuesday 10th June 2014, Eastleigh Borough Council. ws:

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2013 ds for the period September to December is as folloisas to December September ds for the period

omplaints recorded in November and December. and in November recorded omplaints located to the North of the Airport.of the North to the located NOTES TO SUPPORT STATISTICS STATISTICS SUPPORT TO NOTES 9 9 NOISE AND COMPLAINTS SUMMARY SUMMARY COMPLAINTS NOISEAND COMPLAINTS NOISEAND NOISE AND COMPLAINTS SUMMARY SUMMARY COMPLAINTS NOISEAND COMPLAINTS NOISEAND 0 0 0 0 4 4

2013

29 2929 29 2012 2012

2012 2012 2012 2012

2012 2012

29 11 11 29

18 1818 18

2011 2011 2011 2011

20112011 20112011

Total Total

TotalTotal Sept 8 23 23 8 Sept 3 Oct 7 3 1 Nov 0 Dec 2

byComplaints Household byComplaints Household NoiseComplaints NoiseComplaints General General Locationof Complaints Locationof Complaints byComplaints HouseholdbyComplaints Household NoiseComplaints NoiseComplaints GeneralGeneral Locationof Complaints Locationof Complaints

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