"How to Write Sunglass Retail Business Plan"
STANSTED AIRPORT CONSULTATIVE COMMITTEE Minutes of a meeting of the Passenger Service Group held at the Airport on Wednesday, 26 October 2005 The meeting commenced at 10.05 a.m. MEMBERSHIP * Mr R Gilbert (Chairman) Independent Mr K Artus Representative of STACC * Mr A Chalmers Representative of STACC Mr T Fegent Representative of STACC * Mrs B Hayter Independent * Mr R Mansbridge Independent * Mr P Odrich Independent * Mr P Leeder (substitute for Mr Artus). (* present) Representing Stansted Airport Limited (STAL) Ms P Heffron Head of Service Delivery Representing Secretariat Mr G Redgwell Essex County Council (Secretary to the Group) 93. APOLOGIES FOR ABSENCE Apologies were submitted from Mr Artus and Mr Fegent. 94. MINUTES The Minutes of the meeting held on 27 July 2005 were confirmed as a true record. Two matters arising are dealt with in Minutes 95 and 96 below. 95. NEW TAXI OPERATOR (Minute 79/05) In response to a question by a Member, it was confirmed that Checker Cars did not have a wheelchair accessible taxi available on the Airport site, although it did have an arrangement in place to hire in such a vehicle from another company in Bishops Stortford as required. 1 The Panel expressed its disappointment at the lack of ready availability of such a vehicle and asked that its concerns be made known to Retail Services, which had awarded this contract. 96. SECURITY ID BADGES FOR MEMBERS OF THE GROUP (Minute 89/05) The current security colours and coding used on badges were explained. The Head of Security undertook to ensure that badges held by Group Members were consistent and allowed them access to all appropriate parts of the Airport. 97. PRE MEETING TOUR Members were reminded of the pre-meeting tour of the Terminal, when visits had been made to the Security Central Search area and the new retail facilities in the Departure Lounge. The Chairman indicated that some issues noted during the tour would be supplemented in the following presentation by Nick Cole. 98. PRESENTATION BY HEAD OF SECURITY Introduction The Group received a presentation by Nick Cole, Head of Security at the airport. This concentrated on two issues: - The Security Improvement Phase. - Current threat levels. Given the confidential nature of the briefing about threat levels and action being taken at the Airport, no information about that part of the presentation has been included in these minutes. Security Improvement Phase (SIP) Nick indicated that the SIP was being undertaken in three parts and through a variety of methods, including hardware improvements (as had been seen during the tour), training initiatives for staff and behavioural changes in the way managers and staff carry out their jobs. As well as improving the service provided to passengers, there were two corporate aims STAL had in mind:- (a) To achieve a throughput of 4,500 passengers per hour and meet the current peak time demand on Central Security Search. (b) To continue to meet peak time demand on an ongoing basis and enable up to four additional slots to become available for use during each peak hour. This would have considerable financial rewards for STAL, airlines and retailers. At present, whilst the runway had capacity to take extra flights, the constraining factor was throughput at Central Security Search. 2 STAL sees the key benefits of SIP as being: - improved security effectiveness. - increased throughput of passengers. - reduction in absenteeism of staff. - improvement during both overt and covert checks of security. - positive customer feedback. - better visibility at all levels of performance data. - increased ownership of problems and issues among all staff. - improved staff morale. The SIP was working well at present and data presented by Nick showed how this had been reflected in the Service Level Agreement (SLA) with airlines, the Quality Service Monitor and Feedback Cards from passengers. It was confirmed that the SLA expects that 95% of passengers will reach Central Security Search within 10 minutes of joining the back of the queue. For 2005/06 so far, this figure was running at 96.5% (and was at 100% during non peak periods). The Group welcomed this progress but did comment that, if about 5% did not reach Central Security Search within 10 minutes, this could potentially be about 1 million passengers per year. In response, Nick indicated that most passengers who did wait longer did actually reach Central Security Search within 11/12 minutes of joining the queue. Nick also indicated that the heaviest demand was at 6.00 a.m. and, to help flatten this peak, Central Security Search now opened at 4.00 a.m. The SLA was harder to meet in winter months, due to passengers having coats that needed to be removed and checked, as well as the usual checks of any hand baggage. The Group thanked Nick for his presentation, and for responding to its questions, and he left the meeting at this point. 99. LONG TERM PROPOSALS FOR THE FORECOURT The Group received a presentation from Matthew Findlay, Development Manager, STAL, advising it of the final proposals for the long-term development of the forecourt. A diagram of the proposals was also submitted (not reproduced in these minutes). 3 The Group noted that the proposals were very much in line with those it had supported at its special meeting on 14 March. There would be set down points for eight buses and 47 private vehicles, as well as bays for 10 taxis (now grouped rather than split, as proposed in the earlier discussions). All parking would be parallel to the road and kerb and should not involve any reversing into traffic streams, given the size of the bays. Whilst a through route would remain, it should have limited traffic, given the proposal to restructure the short stay car parking area and use its current access road for through traffic. In response to questions by Members, Matthew indicated that: - the final scheme had been prepared to Highways standards and was seen as the best „fit for purpose‟ of the options considered. - there were no traffic lights or „sleeping policemen‟ in the revised layout. - planning constraints meant that no canopy would be provided over the private car set down area. - no trolley parks would be positioned in the private car set down area (due to safety concerns about trolleys being blown into traffic lanes). Whilst the projected timescale was March to July 2006 the Group acknowledged that the work was linked closely to a number of other projects and could be subject to slippage. The Group thanked Matthew for his presentation, and for responding to its questions, and he left the meeting at this point. 100. REPORT BY ENGINEERING AND TERMINAL GENERAL MANAGER On behalf of the Engineering and Terminal General Manager, Paula Heffron submitted a written report on a number of developments, which is reproduced as Annex “A” to these Minutes. Some items in the report were supplemented orally and details are set out in Minutes 101 to 103 below (to be read in conjunction with Annex “A”). 101. AIRLINES EOS was operating a Boeing 767. It had established its own executive lounge, located in Satellite 1. Maxjet had originally planned a no frills operation but had rebranded its product subsequently. Fares would be in the region of £599 one-way. Zoom would operate its final flight on Friday, 28 October. It had been pleased with load figures and was likely to return next summer. 4 102. FACILITIES Flight Information Screens need replacing at regular intervals, to retain their efficiency. Some bins particularly for the deposit of chewing gum had been provided but were proving very difficult to keep clean. 103. SAFETY ISSUES : PROPOSED BAN ON SMOKING It was confirmed that STAL proposed to take this action regardless of the final proposals put forward by the Government on smoking in public places. The Group acknowledged the magnitude of the issues involved. 104. REPORT BY HEAD OF RETAIL TRAVEL SERVICES On behalf of the Head of Retail Travel Services, Paula Heffron submitted a written report on a number of developments, which is reproduced as Annex “B” to these Minutes. The Chairman reminded Members that a number of the catering outlets had been seen during the tour of the Terminal earlier in the day. 105. QUALITY SERVICE MONITOR (QSM) A range of QSM figures were received. The overall passenger ratings for each month in the third quarter of 2005 (out of 5) were as follows:- Month Arrivals Departures July 2005 4.0 4.0 August 2005 4.1 4.0 September 2005 4.0 4.1 106. FEEDBACK CARD ANALYSIS The Group received the monthly feedback statistics for the third quarter of 2005. Statistical information obtained was as follows:- Total complaints BAA related BAA complaints Complaints related to number of passengers July 2005 134 95 1:22,901 August 2005 130 77 1:29,668 September 2005 146 92 1:22,136 The Group noted that categories receiving five or more complaints in a calendar month must be reported to STAL‟s Management Board. 5 107. BAGGAGE DELIVERY STATISTICS Figures for July to September 2005 inclusive were submitted for both companies providing baggage-handling facilities – Servisair and Swissport (split between Ryanair and non Ryanair handling). Despite the demands on services during this period, figures remained at a very high standard of provision. 108. FLIGHT PUNCTUALITY STATISTICS Figures for March – June 2005 inclusive were submitted in respect of the four major southeast airports (for departures only). The figures for Stansted can be summarised as follows (rounding up and down may mean figures do not add up to 100%):- Percentage of Flights departing within x of time Month 0-15 16-30 min 31-60 min 61-180 min 180min min plus March 2005 72 14 8 5 1 April 2005 86 9 4 1 0 May 2005 82 11 5 3 0 June 2005 77 12 7 3 0 109. FACILITY VISITS AND INDIVIDUAL REPORTS A number of issues of concern and interest had already been covered in reports submitted by STAL‟s officers. Additional points were now raised by Group members and are dealt with in Minutes 110 to 118 below. Where possible, responses were given, as indicated in italics. Other issues would be pursued and progress reported at the next meeting. 110. DISABLED PASSENGERS A case involving Ryanair turning a group of blind and partially sighted passengers off a flight recently had received extensive publicity in the media. This case had not come to STAL’s attention prior to appearing in the media. Currently, the Disability Discrimination Act provisions did not apply to air travel and it was for each airline to determine how many disabled/special needs passengers it would carry. Ryanair’s policy states that it would not carry more than four on a flight (and that prior notification of any requirement needed to be given). Under its own policy, therefore, it should not have accepted a block booking from this group. 6 The Chairman drew attention to an individual case. Paula undertook to expedite a response. She also drew attention to a case involving STAL and Ryanair where there was a likelihood of legal action. 111. STANSTED EXPRESS The Group continued to have concerns about many aspects of this service, including cost, reliability and standard of rolling stock. This could effect the wish to increase the percentage of passengers using public transport to get to and from the Airport. The Group agreed that there would be little point in inviting the operator to attend a further meeting. Resolved: That the Chairman should write on the Group‟s behalf to the Managing Director of STAL, advising him of its concern about the standard of the service provided on the Stansted Express service, and enquiring whether STAL could use its influence to bring about an improvement in the situation. 112. PROPOSED INCREASE IN NUMBER OF NIGHT FLIGHTS Members were aware of a recent meeting in London, where the possibility of increased numbers of night flights was discussed, and asked for further information on this. The background to this is a consultation document issued by the DfT on the night noise regime at Heathrow, Gatwick and Stansted up to 2012. This was discussed at the last Committee meeting (see comments in Committee Minute 78/05). No decisions had yet been made by the Government. 113. SECURITY LEVY Is there a security levy on passengers? Yes, as part of national legislation. All proceeds go to the Government, not to airport operators. 114. LITTER There was a lot of litter in the fenced off area near the forecourt. This had been used as a builders compound until recently. The situation would be investigated. 7 115. TRACK TRANSIT SYSTEM (TTS) The TTS units looked very „tired‟. There were no plans at present for refurbishment, but the situation would be investigated. 116. SATELLITE I Some of the seating was in a poor condition. The standard of cleanliness in the early morning was also poor on occasions. Seat pads throughout the Satellite were being replaced as part of a rolling programme of work. Cleaning staff were allocated to this area and it should be clean. The situation would be investigated. 117. TOILET PROVISION Some of the ladies toilets were closed at present. They were being upgraded and it was best to do this at a quieter time of the year. As part of the upgrade all roller towels would be removed and replaced by turbo dryers. 118. CAR PARKS Some unauthorised use of the Enterprise House staff car park seemed to be occurring. This could also have security implications. The situation now reported would be investigated and any necessary action taken. There were sometimes long queues on the forecourt for buses to the long stay and mid stay car parks. The contract with the car park operator provides for buses to arrive at least every 10 minutes. 119. FUTURE PRESENTATIONS AND TOURS The Group agreed that the pre-meeting tour in January 2006 should be a visit to the Terminal, in particular to look at the baggage systems, including the new OOG belt and delivery area. Members would meet STAL‟s officers at the Information Desk in the Terminal at 09.00 a.m. At the meeting there should (subject to speakers being available) be presentations on:- 8 (a) How a disabled passenger gets from the Terminal entrance to their flight, and vice versa (Airfield Services Ltd). (b) Ryanair operations (NB: This could be deferred to April should a speaker not be available). 120. PROGRAMME OF MEETINGS 2006 The Group confirmed that it wished to continue to meet at 10.00 a.m. on the morning on STACC meeting days, with tours commencing at 09.00 a.m. (NB: Later in the day, STACC confirmed its programme of meetings for 2006 as 25 January, 26 April, 26 July and 25 October – Secretary.) 121. CHRISTMAS PROMOTIONS In response to a question by a Member, Paula Heffron confirmed that the usual pre Christmas attractions would be repeated this year. Some retailers had already put up decorations. The meeting finished at 12.30 p.m. Chairman 9 ANNEX "A" (Minute 100) REPORT OF ENGINEERING AND TERMINAL GENERAL MANAGER MATTERS ARISING FROM LAST MINUTES There were no matters which had not been answered at the time. AIRLINES (a) EOS, Stansted's 48-seat all first class service to JFK (New York), commenced operations on 19 October and had it's official press launch today (26 October). It would locate a spare aircraft at Stansted and hopes to increase routes and frequency in the future. (b) Maxjet commences its one class, 102-seat business class, operation from Stansted to JFK on 2 November. It hopes to increase services in the near future and commence services to Florida in December, although this is not confirmed. (c) Ryanair has commenced 11 new destinations from this Autumn: Grenoble and Poznan 23/09/05 Kaunas 22/09/05 Lodz, Gdansk, Bydgoszcz, Szczecin, Rzeszow, Bratislava 30/10/05 Toulon and Nantes tbc (d) Zoom, a Canadian carrier which also operated from Gatwick, has operated one flight a week to Vancouver this summer. It operates a Boeing 767, with 268 seats. (e) Flyglobespan commences flights to Tenerife in November and to Geneva in December. These are in addition to Edinburgh and Glasgow. FACILITIES (a) EOS, the new first class carrier, had a new lounge in Satellite 1 near its preferred gate. (b) Satellite 1 Departures refurbishment works had been completed and phase 2, to refurbish the Arrivals route, was planned for the next calendar year. (c) Project Sparkle 1 – a refurbishment programme of six key toilet blocks – had been completed and had greatly improved them. These include Satellite 1 International (both blocks), Satellite 1 Arrivals, Satellite 2 International Arrivals, Satellite 2 Domestic, and Departure Lounge East (by Windmill pub). Phase 2 was underway, to refurbish an additional four blocks (Satellite 2 International Departures was complete, Arrivals pre Immigration was underway and Landside ladies and gents in check-in and landside arrivals by the Information desk would follow pre Christmas). 10 (d) Since the glass wall at Central Security Search was moved forward, to allow the installation of new long feed roller beds to provide passengers space and time to prepare themselves for their security check and speed up processing, there had been a steady increase in processing and fewer queues. Eleven roller beds were in place, new flooring had replaced the blue and green flooring in the queuing area and new signage would follow for the front wall. (e) New technology flight information screens/gantries had been installed in check-in zones to provide clearer information to passengers and to ease congestion at the front of the Terminal. These had proved very successful and new FIDS structures were to be installed in the International Arrivals hall in the near future. STAL had also carried out an intensive study of all FIDS on the Airport and had a replacement schedule to upgrade all in the next few years. (f) Onward travel information pods were to be installed in both International and Domestic arrivals halls, to allow passengers to obtain and print out travel information. (g) New large onward travel signage had been installed on the glass panels at the front of the Terminal, to direct passengers to bus/coach/train/car parks, etc. (h) The old KLM lounge in Satellite 2 had become a Wetherspoons bar. (i) The tunnels from the short stay car parks were due to be refurbished in conjunction with the PTI project. Work would commence on the central two tunnels; this would then be rolled out to the outer two in due course. (j) The Public Transport Interchange (PTI) project commenced in June and work would start in earnest in the spring to provide an improved PTI. (k) By early December there would be an Arrivals baggage out of gauge (OOG) belt to deliver OOG items to passengers in the reclaim hall. This would speed up the delivery of OOG items and reduce manual handling. SAFETY ISSUES (a) Since escalator barriers had been installed at the top and bottom of escalators to and from the train station (to prevent passengers from taking trolleys and oversize bags on to the escalator) there had been a reduction in the number of accidents. (b) By the end of March 2006 STAL would be banning smoking in all general public areas by travellers. A working group had been set up to plan this. STAL would provide an external area landside for smokers and was looking at the feasibility of creating an airside external facility. By 2008 it was likely that all staff smoking at STAL would be banned. 11 SERVICE-RELATED ISSUES (a) Passenger numbers increased by 5% in September over September 2004, bringing the moving annual total to 21.89 million. (b) Generally, passenger feedback had been very positive, with one compliment being received per five complaints. It was pleasing to see very few complaints about security queues. In September no area of activity received more than eight complaints. SECURITY (a) No deficiency or enforcement notices were received from the DfT over the period. (b) Security SLA was currently running at 98.4% for October, with a moving annual total of 96.9% against a target of 95%. INCIDENTS There had been a very unfortunate incident in Satellite 1 where a passenger in apparent distress jumped from the escalator, causing fatal injuries. She did not fall on the escalator, as erroneously reported in the press. ________________________________ 12 ANNEX "B" (Minute 104) REPORT OF HEAD OF RETAIL SERVICES EXTERNAL AREAS Short Stay Car Park (SSCP) Tender – new car park operator A new five-year SSCP contract had been awarded to NCP. NCP successfully operated a number of on-Airport car parks, including the short stay at Gatwick. The new short stay car park contract was not a concession style agreement, as was previously the case with the incumbent operator Meteor, but rather was a management style contract which is KPI/SLA performance based. This new style contract was currently in place at Gatwick short stay car parks, and had resulted in improved customer service. The new contract commences on 1 December, and STAL was working towards a smooth and seamless transfer to NCP. Meteor Parking Ltd would continue to operate both the Mid Stay and Long Stay car parks. Short Stay Car Park reconfiguration Work continued on the design for the reconfiguration scheme of the short stay car park. It was anticipated that STAL would have a preferred scheme by the end of October, and it was currently scheduling the works to commence early in the New Year, with completion in the spring of 2006. Details of the final scheme would be available to present to the Group in January 2006. SPARK Parking and Rental Awards The SPARK (Parking and Rental Awards) were launched on 1 July for car parks and car rental operations across all BAA airports. Customer and staff nominated teams and individuals who demonstrated excellent customer service, across several categories for the period July to September. Award categories are as follows: Best team customer service. Best overall car park. Best overall car rental station. Best overall car park operator. Best overall car rental operator. Best new initiative. Best individual customer service. Most outstanding individual contribution to their business. All the entries (over 20,000 across all airports) were currently being reviewed and during November BAA plc would announce the top three individuals in each category. These individuals would be invited to an awards ceremony at the Waldorf Hilton at the end of November. The winners of each category would be presented with a trophy by Richard Hammond (of Top Gear fame) and a cheque for £1,000. 13 This rewards initiative had followed on from the success achieved with the catering awards scheme, which had run over the last two years (Food and Beverage awards). The SPARK awards would become an annual record and recognition scheme for staff who deliver great customer service across all external retail business. CATERING Pontis would be commencing the refit project for Caffe Espresso on 31 October. This project would take approximately two weeks to be completed and would have more of a coffee shop feel to it. Garfunkels and Caffe Uno Presto closed on Sunday 13 October in preparation for the refit to Frankie and Bennie and Frankie and Bennie Deli. The deli offer was a new venture for the Frankie and Bennie chain (the offer is primarily a grab 'n' go offer and the product range will include bagels, doughnuts, muffins and shakes). STAL opened the new Est Presso offer (in place of the Gifts 4 All site) and this had been trading extremely well and had also received a lot of positive comments from travellers. JDW had now opened the Express pub offer in Satellite Two and had received much positive feedback. With regards to staff catering, STAL would be refitting the Atrium Café in Enterprise House and anticipated commencing this project from mid November. INTERNAL AREAS Trading hours - the winter trading hours were staying the same as the current summer trading hours. Refits – Sunglass Hut/Watch Station unit and Claire's Accessories Landside unit had both been re-fitted. ________________________________ 14