As part of the economic regulation of BAA, the Civil Aviation Authority (CAA) introduced a service quality rebate scheme which started on 1 July 2003. The scheme was updated in March 2008, with the aim of improving service standards at Heathrow.

This scheme covers service quality performance, specifically the serviceability (availability) of the following equipment:

• Passenger Sensitive Equipment (PSE), which includes lifts, escalators, conveyors (moving walkways), and Terminal 5 track transit system. The PSE has been split into two groups, a priority list and a general list, to ensure key equipment is identified and monitored closely, whilst keeping the rest of the equipment maintained
• Other equipment in the scheme, including: arrivals baggage reclaim belts, fixed electrical ground power (for aircraft on stands), stands, jetties, pre-conditioned air (for aircraft), and stand entry guidance (to assist aircraft parking).

• Queuing at the departures security search area, transfers security search, staff search, and control posts search (this is the security search for catering, flight crews and maintenance equipemnt), and the availability of pier service for aircraft
• Passenger perception of the availability of seating in the departures lounge, the quality of flight information systems, how easy it is to find their way around, and the cleanliness of toilets and concourse areas within the terminal buildings.

Performance standards have been set by the CAA. If BAA Heathrow fails to achieve any of these then rebates are paid to the Heathrow-based airlines. Some elements within the scheme have a higher rebate penalty than others.

The maximum amount of rebate penalty currently payable is 7% of airport charges income. This means that approximately £63 million at Heathrow is 'at risk'. Additonally the CAA have included a bonus scheme to further encourage high performance to the benefit of passengers. The maximum additional revenues achievable via bonuses at Heathrow is 2.24 % of airport charges, approximately £20 million.

Further information about the scheme

Terminal 1
Terminal 2
Terminal 3
Terminal 4
Terminal 5

Control post queuing

Heathrow control post queuing July 2008 (18KB PDF)
Heathrow control post queuing June 2008 (19KB PDF)
Heathrow control post queuing May 2008 (14.3KB PDF)
Heathrow control post queuing April 2008 (50KB PDF)

Aerodrome Congestion Term (ACT)

Aerodrome Congestion Term June 2008 (19KB PDF)
Aerodrome Congestion Term May 2008 (15KB PDF)
Aerodrome Congestion Term April 2008 (15KB PDF)

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