Skip to content

Our strategy and objectives

Terminal 5 Galleries lounge

The Galleries lounges at Terminal 5 and Terminal 3 have had a fantastic reception and we are using the same concept at other key airports such as Milan, Johannesburg and Vancouver.

Progress against our Business Plan

BP11

The rolling three-year business plan, BP11, set out our agenda for 2008/09. Our main aims were to build on Terminal 5’s strengths to upgrade the customer experience, continue to make the business more cost effective, grow our operations and make corporate responsibility a prominent part of our business. Record fuel prices and the global downturn meant we needed to revise our plans and reset priorities. Nevertheless, we have still made significant progress against our original goals, laying the foundations for future success.

An upgraded customer experience

Terminal 5 has transformed our operational performance and customer service. We have exceeded punctuality and baggage targets across the network, achieving record customer satisfaction scores. Service for premium customers has been upgraded with the new Club World product, now fitted to all Boeing 747 aircraft and over half of our Boeing 777 aircraft, and this year we will launch our new First cabin. The Galleries lounges at Terminal 5 and Terminal 3 have had a fantastic reception and we are using the same concept at other key airports such as Milan, Johannesburg and Vancouver.

Competitive cost base

With record fuel prices to contend with during the year we redoubled efforts to control costs. Terminal 5 has allowed us to cut the cost of our Heathrow operations by more than expected. By the end of March 2009, our overall Heathrow manpower levels had reduced by 1,074 MPE, 14 per cent lower than the peak resource level during the first month of Terminal 5 operations. A significant management voluntary severance programme also reduced the number of managers by a third. Capacity was realigned to meet weaker demand and, where possible, exploit our most fuel efficient aircraft.

back to top