MONTHLY PERFORMANCE REPORT MAY 2018 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 Airline 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 MAY 2018 NORTH Target Average score May 2018 departure lounge TERMINAL seating availability 3.80 4.01 4.01 SOUTH Target Average score May 2018 Ease of finding a seat TERMINAL Results from our passenger surveys 3.80 3.94 3.94 Measured as a score from 1-5 5 = Excellent 1 = Extremely Poor NORTH Target Average score May 2018 airport TERMINAL cleanliness 4.00 4.13 4.12 SOUTH Target Average score May 2018 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 airlines and endorsed by the CAA. Average score measured over the last 12 months. 3 CORE SERVICE STANDARDS MAY 2018 NORTH Target Average score May 2018 airport TERMINAL wayfinding 4.10 4.21 4.20 SOUTH Target Average score May 2018 Ease of finding your way around our airport TERMINAL Results from our passenger surveys 4.10 4.26 4.26 Measured as a score from 1-5 5 = Excellent 1 = Extremely Poor NORTH Target Average score May 2018 airport TERMINAL flight information 4.20 4.42 4.41 SOUTH Target Average score May 2018 Accuracy and ease of finding flight information TERMINAL Results from our passenger surveys 4.20 4.49 4.49 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 MAY 2018 NORTH Target Average score May 2018 waiting time at TERMINAL central security search 95.00% 97.64% 97.38% SOUTH Target Average score May 2018 Percentage of time when passengers TERMINAL queued for 5 minutes or less 95.00% 98.01% 97.10% 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 May 2018 waiting time at TERMINAL central security search 98.00% 99.94% 99.96% SOUTH Target Average score May 2018 Percentage of time when passengers TERMINAL queued for 15 minutes or less 98.00% 99.98% 100% 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 MAY 2018 NORTH Target Average score May 2018 waiting time at TERMINAL central security search 0 0 0 SOUTH Target Average score May 2018 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 May 2018 flight connections TERMINAL security search 95.00% 99.87% 99.60% SOUTH Target Average score May 2018 Percentage of time when passengers TERMINAL queued for 10 minutes or less 95.00% 98.79% 97.98% 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 MAY 2018 NORTH Target Average score May 2018 staff TERMINAL security search 95.00% 99.75% 98.26% SOUTH Target Average score May 2018 Percentage of time when staff TERMINAL queued for 5 minutes or less 95.00% 99.80% 99.92% This measure applies to 95% of core hours. North Terminal Staff performance calculated as average performance of both search areas. EXTERNAL Target Average score May 2018 external control posts CONTROL security search POSTS 95.00% 99.93% 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 MAY 2018 NORTH Target Average score May 2018 passenger sensitive equipment TERMINAL priority availability 99.00% 99.63% 99.62% SOUTH Target Average score May 2018 Availability of priority equipment including lifts, TERMINAL escalators and passenger conveyors 99.00% 99.63% 99.29% 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 May 2018 passenger sensitive equipment TERMINAL general availability 99.00% 99.63% 99.63% SOUTH Target Average score May 2018 Availability of general equipment including lifts, TERMINAL escalators and passenger conveyors 99.00% 99.69% 99.52% 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 MAY 2018 NORTH Target Average score May 2018 baggage TERMINAL outbound baggage process 97.00% 99.58% 99.97% SOUTH Target Average score May 2018 Percentage of flights when bags are delivered to the TERMINAL airline ground handler 25 minutes or more before 97.00% 99.58% 99.95% 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 May 2018 baggage TERMINAL outbound baggage process 99.00% 99.98% 100% SOUTH Target Average score May 2018 Percentage of flights when bags are delivered to the TERMINAL airline ground handler 25 minutes or more before 99.00% 99.97% 100% 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 MAY 2018 NORTH Target Average score May 2018 airfield TERMINAL stand availability 99.00% 99.87% 99.85% SOUTH Target Average score May 2018 Percentage of time when aircraft stands are available TERMINAL Stand availability is measured between the following agreed 99.00% 99.85% 99.90% core hours: 00:00-11:00 and 19:00-00:00 NORTH Target Average score May 2018 airfield TERMINAL jetty/airbridge availability 99.00% 99.87% 99.93% SOUTH Target Average score May 2018 Percentage of time when aircraft jetties (airbridges) TERMINAL are available for aircraft boarding/disembarking 99.00% 99.81% 99.95% 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 MAY 2018 NORTH Target Average score May 2018 airfield TERMINAL pier service 95.00% 96.81% 96.24% SOUTH Target Average score May 2018 Percentage of time when stands with pier service are TERMINAL available as opposed to remote stands 95.00% 97.63% 98.16% 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 May 2018 airfield TERMINAL fixed electrical ground power 99.00% 99.91% 100% SOUTH Target Average score May 2018 Percentage of time when fixed electrical ground TERMINAL power (FEGP) units are available for aircraft 99.00% 99.90% 100% 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 MAY 2018 INTER Target Average score May 2018 inter-terminal shuttle TERMINAL one shuttle available 99.00% 100% 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 May 2018 inter-terminal shuttle TERMINAL two shuttles available 97.00% 99.20% 98.87% 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 MAY 2018 NORTH Target Average score May 2018 arrivals TERMINAL baggage reclaim carousels 99.00% 99.89% 99.91% SOUTH Target Average score May 2018 Availability of our baggage reclaim TERMINAL carousels for arriving flights 99.00% 99.83% 99.87% For information on the arrivals baggage performance please refer to the Airline Service Standards section of this report.