Improving on-time performance (OTP) at Heathrow
08 Apr 2025
N111
Management and operations – increasing capacity and efficiency, airside
Improved punctuality is key to achieving Heathrow Airport’s strategic objectives and, like many major airports, a changing operating environment is making improvements challenging. Heathrow worked on its journey to a double-digit (14 ppt) improvement in punctuality by setting up an integrated portfolio of initiatives. These initiatives will deliver ongoing customer experience, safety and efficiency enhancements that will benefit airlines, employees, passengers and the environment. Delivery required a collaborative approach, working with stakeholders across the airport, including airlines and ground handlers, with the goal to deliver effective change in the short and longer terms.
- A successful approach to improving punctuality
- The critical factors that drove the improvement in OTP
- Making use of all available data
- Putting the plan in place
- Taking a collaborative and integrated approach to working with stakeholders across the airport ecosystem
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