Core Service Standards
These include both passenger focused 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.
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.
Border Force (reported separately)
Border Force is responsible for passport control checks at all UK airports and there are national targets set by the Home Office for maximum queuing times at UK immigration. This performance is reported separately.
Read more on Border Force reporting