MONTHLY PERFORMANCE REPORT APRIL 2016

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 APRIL 2016

NORTH Target Average score April 2016 departure lounge TERMINAL seating availability 3.80 4.07 4.12 SOUTH Target Average score April 2016 Ease of finding a seat TERMINAL Results from our passenger surveys 3.80 4.05 4.02 Measured as a score from 1-5 5 = Excellent 1 = Extremely Poor

NORTH Target Average score April 2016 airport TERMINAL cleanliness 4.00 4.01 4.02 SOUTH Target Average score April 2016 Overall cleanliness of the terminal TERMINAL Results from our passenger surveys 4.00 4.15 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 APRIL 2016

NORTH Target Average score April 2016 airport TERMINAL wayfinding 4.10 4.12 4.11 SOUTH Target Average score April 2016 Ease of finding your way around our airport TERMINAL Results from our passenger surveys 4.10 4.22 4.24 Measured as a score from 1-5 5 = Excellent 1 = Extremely Poor

NORTH Target Average score April 2016 airport TERMINAL flight information 4.20 4.37 4.38 SOUTH Target Average score April 2016 Accuracy and ease of finding flight information TERMINAL Results from our passenger surveys 4.20 4.41 4.44 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 APRIL 2016

NORTH Target Average score April 2016 waiting time at TERMINAL central security search 95.00% 94.84% 95.50% SOUTH Target Average score April 2016 Percentage of time when passengers TERMINAL queued for 5 minutes or less 95.00% 94.81% 96.29% 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 April 2016 waiting time at TERMINAL central security search 98.00% 99.75% 99.92% SOUTH Target Average score April 2016 Percentage of time when passengers TERMINAL queued for 15 minutes or less 98.00% 99.86% 99.79% 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 APRIL 2016

NORTH Target Average score April 2016 waiting time at TERMINAL central security search 0 0.00 0 SOUTH Target Average score April 2016 Instance where a single queue is measured TERMINAL at 30 minutes or more 0 0.00 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 April 2016 flight connections TERMINAL security search 95.00% 99.04% 96.88% SOUTH Target Average score April 2016 Percentage of time when passengers TERMINAL queued for 10 minutes or less 95.00% 98.13% 96.88% 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 APRIL 2016

NORTH Target Average score April 2016 staff TERMINAL security search 95.00% 99.86% 99.61% SOUTH Target Average score April 2016 Percentage of time when staff TERMINAL queued for 5 minutes or less 95.00% 99.06% 100% This measure applies to 95% of core hours. North Terminal Staff performance calculated as average performance of both search areas.

EXTERNAL Target Average score April 2016 external control posts CONTROL security search POSTS 95.00% 99.99% 100%

Percentage of time when queue time is 15 minutes or less This measure applies to 95% of core hours. Performance for the Northen Approach 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 APRIL 2016

NORTH Target Average score April 2016 passenger sensitive equipment TERMINAL priority availability 99.00% 99.52% 99.68% SOUTH Target Average score April 2016 Availability of priority equipment including lifts, TERMINAL escalators and passenger conveyors 99.00% 99.60% 99.67% 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 April 2016 passenger sensitive equipment TERMINAL general availability 99.00% 99.64% 99.72% SOUTH Target Average score April 2016 Availability of general equipment including lifts, TERMINAL escalators and passenger conveyors 99.00% 99.69% 99.71% 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 APRIL 2016

NORTH Target April 2016 baggage TERMINAL outbound baggage process 97.00% 93.28% SOUTH Target April 2016 Percentage of flights when bags are delivered to the TERMINAL airline ground handler 25 minutes or more before 97.00% 97.99% 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 April 2016 baggage TERMINAL outbound baggage process 99.00% 99.87% 99.71% SOUTH Target Average score April 2016 Percentage of flights when bags are delivered to the TERMINAL airline ground handler 25 minutes or more before 99.00% 99.91% 99.85% 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 APRIL 2016

NORTH Target Average score April 2016 airfield TERMINAL stand availability 99.00% 99.11% 99.81% SOUTH Target Average score April 2016 Percentage of time when aircraft stands are available TERMINAL Stand availability is measured between the following agreed 99.00% 99.86% 99.78% core hours: 00:00-11:00 and 19:00-00:00

NORTH Target Average score April 2016 airfield TERMINAL jetty/airbridge availability 99.00% 98.40% 99.78% SOUTH Target Average score April 2016 Percentage of time when aircraft jetties (airbridges) TERMINAL are available for aircraft boarding/disembarking 99.00% 99.78% 99.88% 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 APRIL 2016

NORTH Target Average score April 2016 airfield TERMINAL pier service 95.00% 96.50% 96.48% SOUTH Target Average score April 2016 Percentage of time when stands with pier service are TERMINAL available as opposed to remote stands 95.00% 96.78% 97.18% 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 April 2016 airfield TERMINAL fixed electrical ground power 99.00% 98.95% 99.91% SOUTH Target Average score April 2016 Percentage of time when fixed electrical ground TERMINAL power (FEGP) units are available for aircraft 99.00% 99.91% 99.93% 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 APRIL 2016

INTER Target Average score April 2016 inter-terminal shuttle TERMINAL one shuttle available 99.00% 99.90% 99.98%

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 April 2016 inter-terminal shuttle TERMINAL two shuttles available 97.00% 99.10% 99.36%

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 APRIL 2016

NORTH Target Average score April 2016 arrivals TERMINAL baggage reclaim carousels 99.00% 99.82% 99.59% SOUTH Target Average score April 2016 Availability of our baggage reclaim TERMINAL carousels for arriving flights 99.00% 99.86% 99.80% For information on the arrivals baggage performance please refer to the Airline Service Standards section of this report.

AIRPORT Target Average score April 2016 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 APRIL 2016

AIRPORT Flights within small/medium aircraft OVERALL target time in April 2016 baggage performance SMALL/ MEDIUM AIRCRAFT 94.29% 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 MENZIES 3799 97.37% MENZIES 174 90.80% Aurigny AVIATOR 1132 92.14% AIRLINE SERVICES 161 98.14% Norwegian Thomson Airways AVIATOR 818 93.52% AVIATOR 135 74.81% Ryanair AVIATOR 415 99.04% AIRLINE SERVICES 89 66.29% AVIATOR 220 97.27% AVIATOR 79 98.73%

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. 14 AIRLINE SERVICE STANDARDS APRIL 2016

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 TAP Air Portugal AVIATOR 79 89.87% AIRLINE SERVICES 30 100% Express MENZIES 58 63.79% AVIATOR 29 79.31% Líneas Aéreas Monarch AVIATOR 56 91.07% AIRLINE SERVICES 28 92.86% airBaltic Meridiana AIRLINE SERVICES 51 100% AVIATOR 20 95.00% Ukraine International Airlines Smart Wings AVIATOR 47 63.83% AVIATOR 19 94.74% All other airlines AVIATOR 31 93.55% 126 72.22%

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. 15 AIRLINE SERVICE STANDARDS APRIL 2016

AIRPORT Flights within large aircraft OVERALL target time in baggage performance April 2016 LARGE AIRCRAFT 97.34% 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 British Airways AVIATOR 271 98.89% DNATA 90 96.67% Norwegian AVIATOR 176 92.61% AVIATOR 81 100% Monarch WOWAir AIRLINE SERVICES 163 99.39% AVIATOR 39 100% Thomas Cook AVIATOR 137 94.16% AVIATOR 35 97.14% Thomson Airways AVIATOR 132 98.48% AVIATOR 34 100%

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. 16 AIRLINE SERVICE STANDARDS APRIL 2016

large aircraft baggage performance

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

AIRLINES 11-19 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 Meridiana AIRLINE SERVICES 31 100% AVIATOR 2 100% Vueling AVIATOR 25 100% AVIATOR 1 100% Germania AIRLINE SERVICES 10 80.00% Aer Lingus MENZIES 7 100% Air Europa Líneas Aéreas AVIATOR 4 100% TAP Portugal AVIATOR 3 100%

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. 17 PRM STATISTICS APRIL 2016

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 13,356 Number of passengers needing special assistance met 41,912 Percentage of pre-notifications at least 48 hours before flight* 70.00%

Number of compliments received (per 1000 PRM passengers) 12 Month Average 0.81 April 2016 0.88

Number of complaints received (per 1000 PRM passengers) 12 Month Average 1.00 April 2016 0.48

* Passengers pre-notification to their airline is required by EU regulation EC 1107/2006/. Pre-notification furthermore helps us provide a better service 18 PRM STATISTICS APRIL 2016 departing

ALL PASSENGERS

Standard* Target October November December January February March 10 mins 80% 99% 93% 94% 89% 93% 84% 20 mins 90% 100% 99% 99% 95% 98% 94% 30 mins 100% 100% 100% 100% 100% 100% 99%

* waiting time once PRM made themselves known. 19 PRM STATISTICS APRIL 2016 arriving

PRE-BOOKED

Standard* Target October November December January February March 5 mins 80% 95% 97% 98% 98% 98% 98% 10 mins 90% 96% 98% 99% 99% 99% 99% 20 mins 100% 98% 99% 99% 100% 99% 99%

NON PRE-BOOKED

Standard* Target October November December January February March 25 mins 80% 98% 99% 99% 99% 99% 99% 35 mins 90% 99% 100% 99% 100% 100% 100% 45 mins 100% 100% 100% 99% 100% 100% 100%

* time assistance available at gate from arrival on chocks. 20 ON-TIME PERFORMANCE APRIL 2016

AIRPORT April 2016 departures OVERALL on-time performance 76.90%

Percentage of flights departing Gatwick within 16 minutes of the scheduled time

AIRPORT April 2016 arrivals OVERALL on-time performance 78.04%

Percentage of flights arriving at Gatwick within 16 minutes of the scheduled time

21 ACI ASQ – HOW DO WE COMPARE? Q1 2016

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 12 out of 22 in Q1 2016 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 Q4 2011Q1 2012Q2 2012Q3 2012Q4 2012Q1 2013Q2 2013Q3 2013Q4 2013Q1 2014Q2 2014Q3 2014Q4 2014Q1 2015Q2 2015Q3 2015Q4 2015Q1 2016

22