The services we provide are core to our passengers’ experience of the airport and we take our performance and commitments very seriously.

In April 2014, Gatwick Airport began operating under a new system of contracts and commitments with our airlines. In this new way of working our service standards are agreed with our airline partners and endorsed by the CAA. By comparison, previously the CAA set and measured all our performance and standards.

As a reflection of our new way of operating, we now publish one key performance report which touches all areas of our business and measures our service standards against what has been agreed with our airlines.*

Performance reports 2016

September 2016 
August 2016
July 2016
June 2016
May 2016
April 2016
March 2016 (including PRM data) 
February 2016
January 2016

Performance reports 2015

December 2015
November 2015 
October 2015   
September 2015  (including PRM data)
August 2015  
July 2015    
June 2015   
May 2015   
April 2015   
March 2015   
February 2015  
January 2015

Performance reports 2014

December 2014  
November 2014 
October 2014 
September 2014 
August 2014 
July 2014 
June 2014 
May 2014 
April 2014

What's included in the report

  • Core Service Standards: These include both passenger focussed metrics (such as departure lounge seat availability, cleanliness and queues at security) and airline metrics (such as queues at staff security and the availability of services including piers, jetties and stands). These are measured by a mix of passenger surveys and statistics.
  • Airline Service Standards: This covers baggage delivery standards. We report how airlines at Gatwick perform against a target of delivering the last bag within 35 minutes for small and medium sized aircraft (such as a Boeing 737 or Airbus A320) and 50 minutes for large aircraft (such as a Boeing 777 or Airbus A330). In the future we also plan to measure check-in waiting times.
  • PRM service and notification: How many PRMs (passengers with reduced mobility who need assistance through the airport) we handle, the number of flights with PRMs on board and the number of compliments and complaints.
  • On-time performance: How punctual are the flights that depart and arrive at Gatwick? We show how many flights arrive or depart early, or less than 15 minute after their scheduled time, and how many flights are late.
  •  ACI Airport Service Quality Ranking: This is a measurement of airport service quality undertaken by Airports Council International. We publish our own score, along with 22 European competitors, as well as how this score has changed over time.

 *Except Border Force which is reported on separately

We publish details of rebates paid to our airline customers under our Commitments framework.

View our rebates for the 2016/17 financial year

View our rebates for the 2015/16 financial year

View our rebates for the 2014/15 financial year

Archived reports

View our previously published performance reports for service quality and baggage delivery