Heathrow Airport: Unlocking lasting improvements in punctuality

Heathrow Airport, one of the world’s busiest hubs, experienced a significant decline in On-Time Performance (OTP) post-pandemic, impacting overall efficiency, passenger experience, and its strategic objectives. To address this critical challenge, Heathrow partnered with PA Consulting.

PA embarked on a collaborative effort with Heathrow, using a data-driven methodology to get to the heart of the OTP issues. This involved engaging stakeholders across the airport ecosystem, analysing large volumes of complex data, and leveraging PA’s aviation expertise. Key initiatives included developing an integrated ‘Punctuality Plan,’ implementing a Power BI dashboard for real-time insights, and an engaging ‘On-Time Together’ communications initiative.

This partnership has shown strong results, including a 14-percentage-point rise in OTP in the first quarter of 2024. These gains improve the customer journey and safety, while also boosting operational efficiency. Airlines, employees, passengers, and even the environment benefit, with potential CO2 reductions of up to 30,000 tonnes annually. The new strategies are built for sustained improvement, positioning Heathrow for ongoing success and future expansion.

Discover the full story of how PA  helped Heathrow Airport transform its operations and achieve lasting punctuality improvements:

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