Update from the Passenger Services Group October Meeting
The HCEB Passenger Services Group held their 3rd virtual meeting on Tuesday 13 October 2020 and were joined by Rachel Cerfontyne, Chair of the HCEB.
Covid-19 Travel
Despite the ongoing pandemic some of the group had experienced travel out of and into Heathrow along with a variety of airports both in the UK and internationally. Everyone felt the airport and aircraft experience safe and reassuring. A high degree of cleanliness and social distancing procedures in place along with plentiful signage and sanitation points. There were two areas that did however, need attention – the UK Border where queuing at times was resulting in a natural tendency to ‘bunch’, additionally, passenger security lines could sometimes be lengthy at busy times. Heathrow are aware of both issues and the entire industry has made representations to the UK Government in relation to the Passenger Locator Form which is now required to be completed prior to UK arrival. The Government have committed to make the form simpler.
Ongoing
Dependent on UK Government guidelines those members of the group with airside pass access will recommence their regular terminal checks with a particular emphasis on Covid procedures and the passenger flows and experience arising from the terminal consolidation from 2,3,4 and 5, to 2 & 5.
The group reflected on the difficult situation facing many employees of Heathrow and those involved in supporting businesses.
Beyond Heathrow
The group were joined by representatives from the Civil Aviation Authority (CAA) who described the framework around the process by which Heathrow Airport Ltd are measured and incentivised – this is known as H7 and ensures that the users of the airport (passengers and freight) have the the best possible experience at a cost which is reasonable. This was the first time the PSG had sat down with the CAA and it was a valuable exchange.
The group were also briefed by the Airspace Change Organising Group (ACOG) the presentation is available here. In many respects the pandemic has accelerated many of the changes which both passengers and communities seek – newer, quieter, more fuel efficient and less polluting aircraft, with the early retirement of older aircraft. Less aircraft movements have reduced delays and resulted in a significant reduction in ‘holding’ and route lengths. All data which will help when the skies become busier post-pandemic. ‘Building Back Better’ applies to aviation as well.
2021 Planned “Deep Dives”
As always the PSG will monitor the airport and devote part of the quarterly meetings to current issues. Responding to topics raised by passengers, the group and Heathrow.
In addition the following topics will be addressed;
· January 2021 – Research & Customer Metrics
o Looking at Heathrow’s metrics, the suite of data and tools they use to ensure the passenger experience is optimal.
· April 2021 – Surface Access & Environmental Issues
o More than ever connectivity is a key aspect of the passenger experience. Reducing our dependency on cars and road vehicles.
· July 2021 – Extra Care Passengers
o With passenger numbers likely to be returning to more normal levels we will return to this vital area. Looking at the compete customer experience from ground transportation to aircraft seat and back for those passengers who require extra care.
· October 2021 – Resilience & Winter Preparedness
o As passenger numbers and aircraft movements build the importance in ensuring Heathrow is ready for the winter months is reflected in our look at the preparations by both Heathrow and the largest carriers.
The Group have decided to continue with a ‘blended’ meeting format ensuring safe and efficient attendance while, at the same time returning to physical presence in the terminals.
Following the meeting Mark Izatt, Chair of the Passenger Services Group said: “Although the world is flying less it’s important that those passengers who are using Heathrow can do so with confidence. We are glad to see that is the case and despite the situation the focus remains on delivering the best experience. Having Rachel Cerfontyne, HCEB’s Chair join us for this meeting was invaluable and helpful as we planned our roadmap for 2021. These are trying times for the aviation family and we continue to wish the best for everyone associated with Heathrow.”