BAA fined despite security queuing times improving

Security queuing times at Heathrow and Gatwick airports have improved but airport operator BAA has still been fined more than £7 million for failing to meet service standards.

Service quality schemes at Heathrow and Gatwick were introduced by the Civil Aviation Authority in 2003. From April this year security queuing targets were tightened up so that BAA has to pay rebates if passengers have to queue for more than five minutes for 95% of the time. The previous target was 10 minutes.

In its report covering the last six months the CAA says improvements were also seen in cleanliness and pier service in most terminals at Heathrow and Gatwick.

But despite improvements in some areas, the CAA notes “acceptable standards have not yet been achieved consistently across all services at all terminals”.

Areas where service standards were not met were: Heathrow Terminal 3 – departure lounge seating; Heathrow Terminal 4 – pier service; Gatwick South Terminal – departure lounge seating, cleanliness and wayfinding; Gatwick North Terminal – departure lounge seating and pier service.

“The improvements in service quality, particularly reductions in the time spent in security queues, have benefited passengers. However, as the improvements have not been consistent across all services at all terminals, I have written to the airports' managing directors asking them how they plan to improve the services that have persistently failed to meet the CAA's higher standards,” says CAA group director, economic regulation, Dr Harry Bush. “It is important that BAA provides assurance to passengers that it is going to do better,” he adds.

Heathrow and Gatwick have to pay rebates to airlines if they fail to meet the specified service standards to passengers and airlines. For the six months from April the amounts paid in rebates to airlines have been £4.08 million at Heathrow and £3.26 million at Gatwick.

Bonuses are paid for service standards that exceed the targets in particular areas. Gatwick airport received a bonus of £309,000 for the six months from April, but Heathrow failed to achieve any bonuses.

Written by: Nick Purdom