Holiday Report 2011 UK Airports

Holiday Report 2011
UK Airports Report
BDRC Continental 2011

The BDRC Continental Holiday Reports 2011 are produced by BDRC Continental for purchasers on the explicit understanding that the data reported is for the use only of the purchasing organisation. No part of the report, or survey data, may be lent or sold, either in whole or in part, to non-purchasing organisations. All the data, reports, and other outputs from the survey are subject to this confidentiality condition. Copyright of the data belongs exclusively to BDRC Continental and no publication or circulation of any data from the survey may take place without the express written permission of BDRC Continental. The results of the study may be used by purchasers for PR purposes but all proposed releases should be sent to BDRC Continental for approval prior to their despatch. This is to ensure no misrepresentation of the data or undue use of knocking copy. Statements made from findings arising from small sample sizes should acknowledge this fact and the potential statistical unreliability. These terms of confidentiality and copyright are designed for the protection of all purchasers to ensure the accuracy of any published information. By purchasing the Holiday Report, all purchasers are bound to agreement of these terms and conditions as stated. The publishers of the report use their best endeavours to ensure the accuracy of the report, but do not warrant the accuracy of the data provided nor do they accept liability for any error contained in or omission from the report or any loss direct or indirect arising there from.
Author: Colin Shaddick
Contact: colin.shaddick@bdrc-continental.com T: 020 7490 9103
Contents
Introduction Usage of UK Airports and Air Travel Net Promoter Score (NPS) Holiday Traveller Segments Airport Shopping Airport Security Mobile Communications Individual Airport Summaries About BDRC Continental
4 5 6 14 16 18 20 24 44
2011 Holiday Reports

Terms and Conditions
45
46
Introduction
The last twelve months have proved challenging for the air travel industry. Heightened security alerts, the Icelandic ash cloud, industrial action, and early winter weather all caused considerable disruption which at times stretched airport services to their limit. To understand more about how UK airports are coping with an ever changing air travel environment and its effect on their customers, the BDRC Continental 2011 holiday report examines air passengers perceptions of individual UK airports. Using the Net Promoter Scores (NPS) this report has identified for each UK airport the number of customers who were either loyal enthusiasts, satisfied but unenthusiastic, or unhappy customers. Passengers views on airport security and their airport shopping behaviour were also covered in this report. The data reported is based on over a 1,000 interviews providing a large and robust sample to give valuable insights into the current air traveller market. Survey details The BDRC Continental Holiday Reports 2011 are based upon up-to-date primary research among a national sample of 1,008 UK adults aged 20 to 64 years. All were interviewed online in January 2011. The sample interviewed reflects the demographic profile of the 31.8 million UK adults aged 20 to 64 years who are online. The data was weighted at the analysis stage to further ensure the sample reflected the UK adult online population profile. The full list of BDRC Continental Holiday Reports available in this series are: Tourism Trends
Communication Trends
UK Airports The Cruise Market
Usage of UK Airports and Air Travel
Usage of UK Airports
The BDRC Continental 2011 Holiday survey asked 1,008 UK adults aged 20 to 64 years which UK airports they had used in the last 12 months for either business or leisure purposes. The number of adults using the airports in 2010 is shown in the following chart. The figures reported relate to the number of individual adults who used an airport, and do not relate to the number of trips made. Therefore if a traveller used Heathrow ten times in 2010 they would only count once (not ten times) and this information should not be confused with passenger trips often reported in passenger surveys. From a marketing perspective this information is important as it provides data on the unique number of UK adults visiting a specific airport thus providing an estimate of how many UK passengers are potentially exposed to airport marketing communications. In total 65% of UK adults aged between 20 and 64 years used one or more of the 22 airports surveyed. From this information the profile of the customers for each airport and the rating each achieved (Net Promoter Score) is provided in this report.
Percentage of UK population (20-64 years) using UK airports in 2010

20.5 % 15.7 % 13.5 % 10.4 % 8.9 % 7.8 % 6.5 % 6.3 % 5.7 % 5.4 % 19.5 %
Heathrow (any)
Heathrow 1 to 4
Heathrow 5
Gatwick
Manchester
Stansted
Birmingham Int
Luton
Edinburgh
Bristol
East Midlands
Statistical caution For Cardiff, Southampton, Bournemouth, Exeter and Inverness the individual base size was below 30 and too small to provide statistically reliable data. For this reason profile and Net Promoter Scores have not been provided for these five airports. For those airports used by under 5% of the population the base size for each was between 30 to 49 and statistical caution should be used when reviewing their individual information. Note: Data relates to number of UK individuals using the airport (not number of passenger trips) Base: All UK adults aged 20-64 years (1008)
5.2 %
5.2 %
5.2 %
5.1 %
4 .9 %
4 %
3 .7 %
3 .6 %
3 .4 %
2 .8 %
2 .5 %
2 %
Exeter
1.7 %
Inverness
Belfast Int
Belfast City
Glasgow
Newcastle
Liverpool
Aberdeen
London City
Cardiff
Leeds Bradford
Southamp Bournemouth -ton
Air Travel
Type of airline mainly used when going on holiday
Budget airlines
30
Scheduled airlines
34
Both equally
34
Not sure
The online revolution has contributed considerably to the growth of the budget airline, which in turn has significantly changed air travel. For UK leisure passengers, the difference between those that use mainly budget airlines and those that use mainly scheduled airlines is marginal. The impact budget airlines have had on stimulating air travel, opening up new destinations, increasing short break trips and fuelling the second home market has been significant. Despite the challenges air travellers faced in 2010 with the ash cloud, early winter weather and increased security alerts these do not appear to have diminished their intentions to use air travel in 2011. On average a third of all those who travelled by air in 2010 will make at least one business trip by air in 2011 (average number of business trips overall 1.3) and virtually all (95%) will make at least one leisure trip (average number of trips overall 2.4).
Base: All UK airport users (654)
Net Promoter Score
What is NPS?
To understand customers satisfaction with individual UK airports a Net Promoter Score (NPS) was obtained for each. This scoring system uses the following approach:
How to Calculate Your Score

NPS is based on the fundamental perspective that every company's customers can be divided into three categories: Promoters, Passives, and Detractors. By asking one simple question How likely is it that you would recommend [Company X] to a friend or colleague? you can track these groups and get a clear measure of your company's performance through its customers' eyes. Customers respond on a 0-to-10 point rating scale and are categorized as follows: Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others, fueling growth. Passives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings. Detractors (score 0-6) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth. To calculate your company's Net Promoter Score (NPS), take the percentage of customers who are Promoters and subtract the percentage who are Detractors.
http://www.netpromoter.com/np/calculate.jsp
2010 Satmetrix Systems, Inc. All rights reserved
How to improve NPS?
How to Improve Your Score

A company's Net Promoter Score (NPS) helps corporate leaders define their companies' real mission and hold their people accountable for building great customer relationships the only path to prosperity and true growth.
"Act Upon" the Three Groups of Customers

Grouping customers into these three clusters Promoters, Passives, and Detractors provides a simple, intuitive scheme that accurately predicts customer behaviour. Most important, it's a scheme that can be acted upon. Frontline managers can grasp the idea of increasing the number of Promoters and reducing the number of Detractors a lot more readily than the idea of raising the customer satisfaction index by one standard deviation.
Tune Your Company's Growth Engine

The ultimate test for any customer-relationship metric is whether it helps the organisation tune its growth engine to operate at peak efficiency. Does it help employees clarify and simplify the job of delighting customers? Does it allow them to compare their performance from week to week and month to month? The notion of Promoters, Passives, and Detractors does all this, and helps companies turn into Net Promoter Stars.
Increase Promoters and Decrease Detractors

But the business goal here isn't merely to delight customers, it's to turn them into Promoters customers who buy more, and who actively refer friends and colleagues. That's the behaviour that contributes to growth. A company seeking growth must increase the percentage of Promoters and decrease the percentage of Detractors. These are two distinct processes that must be managed, and Net Promoter Scores capture both.
10
UK Airports Net Promoter Scores comparison
Net Promoter Score comparison of UK airports to other industry sectors

Consumer electronics
24
Computer hardware
21
Mobile phone handsets
18
UK airports
17
Mobile networks
Banking
-4
Car insurance
-9
In comparison to other industries UK airports collectively have a good Net Promoter Score of +17. Net Promoter scores do, however, fluctuate by individual airport with both London City and Newcastle airports achieving high scores, +45 and +44 respectively. Luton, Aberdeen and Belfast City airport all achieved lower scores. Both Aberdeen and Belfast City appeared to polarise their customers with large numbers, in equal proportions, being either promoters (score 9 or 10) or detractors (score 0 to 6).
11
Net Promoter Scores

(+17)
Detractor Score 0-6
Promoter score 9-10
= Net promoter score
(+45)* 56
(+44)* 56
(+32)*
(+32)*
(+24)
(+24)
(+22)
(+19)* 46
(+19)
(+19)
39
47
45
42
42
40
38
35
11 22
ALL AIRPORTS London City
12
15
13 18
Leeds Bradford Edinburgh
18
Birmingham International
18 27
19
Liverpool Glasgow
16
Stansted
Newcastle
Bristol
East Midlands
(+17)
(+17)*
(+15)
(+15)
(+8)
(+3)
(-1)
(-1)*
(-3)*
39
37
37
37
44 33 33 23 35
22
20
22
22
25
24 30 38 45
* Small Base Base: All UK airport users (654)
ALL AIRPORTS
Belfast International
Heathrow terminal 5
Manchester
London Gatwick
Heathrow 1 to 4
Luton
Aberdeen
Belfast City
12
Net Promoter Scores for business and leisure travellers
Detractor Score 0-6
Promoter score 9-10
= Net promoter score
(+17)*
(+8)
(+17)
39
32
39
22
24
22
ALL AIRPORTS
Business
Leisure
In general business travellers were more critical of airports than leisure travellers and gave a lower Net Promoter Score for UK airports overall. London City Airport has a large proportion of business travellers in comparison to other UK airports, yet still managed to achieve a high NPS amongst these more critical travellers. Tailoring their services to the business traveller has helped increase their rating.
Base: All UK business (208) and leisure (639) air travellers
13
Holiday Mindset Segments
14
Holiday mindset segments

14%
Organised Floppers
Stay close to resort / accommodation
Organised for them
17%
Organised Sightseers
5%
Organised Adventurers
See main tourist sites
Go off beaten track
Independent Floppers
Independent Sightseers
Independent Adventurers
10%
25%
Organised themselves
29%
Throughout our series of Holiday Reports 2011, we refer to six identified holiday mindset segments. These segment holiday takers in terms of the types of main holiday that they like to take at the moment. Holiday takers are segmented according to their responses to two questions: Which of these best describes the type of main holiday that you like to take at the moment? Stay mainly at or close to resort/hotel accommodation See the main tourist sites and attractions Go off the beaten track to see the less touristy parts or how the locals live
And which one of these best describes how you like to book your main holidays? Have travel agent/tour company organise the holiday for you Organise your holiday yourself, direct with the providers
Depending upon the combination of responses, individuals are allocated to one of six segments illustrated above. The proportion of all UK airport users falling within each segment are represented by the size of the circles.
15
Airport shopping
16
Airport shopping
Airports provide an excellent environment for shoppers. Once airside passengers can relax and start to think about their holiday, often stimulating shopping behaviour. Furthermore travellers have time on their hands whilst waiting for their flight and browsing in shops is one way to keep occupied. Airport retail can add to the passenger experience of the airport overall. Providing the right goods and ambience to passengers can enhance perceptions and satisfaction of an airport.
Airport shopping
I like to shop at the airport and often buy things
I rarely visit shops at the airport
20%
15%
I like to browse in airport shops but rarely buy things
26% 39%
I like to browse in airport shops and sometimes buy things
The chart shows that most airport users (85%) like to shop or to browse around the shops when they fly. A fifth of all passengers often buy things whilst there and a further two fifths will sometimes buy things.
Those least likely to be shoppers are the Independent Traveller who like to go off the beaten track. The types of shops usually found at airports tend to cater more for those travellers who like their comfort and perhaps in the mood to treat themselves to a little luxury.
17
Airport security
18
Airport security
Some experts have said that certain passenger security checks at UK airports are unnecessary and should be removed to save time. Other experts have said that terrorism continues to be a real threat and all security checks currently in place are needed.
Views on airport security

Not sure Should be even stricter
4% 16% 30%
Certain security checks should be lapsed
50%
Checks should remain as they are now
Travellers were divided, on this issue. Those more likely to want some relaxing of security checks were business travellers. Amongst all air travellers 30% agree that some security checks should go, this increases to 40% amongst business air travellers.
Many business travellers will be frequent airport users and find the requirement to stand in security queues and have to remove items of clothing tiresome. This may well be a contributing factor to their more cavalier attitude towards security. The dilemma airports face is to keep frequent travellers happy whilst at the same time ensure security checks are thorough and effective.
19
Mobile Communications
20
Ownership of Mobile Devices
Developments in mobile communications continue to advance at a rapid pace changing the needs and experiences of travellers. Smartphones now enable far more information and entertainment to be available to those on the move and their ownership has grown in a very short space of time. Currently six in ten (60%) of UK air travellers own either a blackberry, i-phone or another type of Smartphone.
Ownership of mobile communication devices (%) Business Travellers

(639)
Leisure Travellers (208)
Laptop
47
61
62
60
Regular mobile phone
48
42
Net book / ipad
10
11
14
Net Smartphone
60
58
76
Other Smartphone
29
29
31
i-phone
20
19
28
Blackberry
20
19
37
With the rapid advancement of Smartphones, the development of an airport app could be a good way to engage passengers to get the most out of their visit.
21
Apps Used on Holiday
Types of Apps used on holiday (%)

Weather reports Maps Social networking Destination information Travel times / journey Music
67 65 46 42 37 34 34 33 27 23 19 8
Games
News and sports Translations Making reservations Films / TV Other entertainment
Apps are a big addition to mobile communications, the popular ones currently used whilst on a holiday are weather reports and maps.
Base: All using Apps on holiday (111)
22
Social Networking
Type of social networking carried out whilst on holiday (%)

Find out what people are up to
69
Tell people about my holiday
63
Share photos of my holiday
45
Ubiquitous social networking is also popular with many holiday makers who keep in touch via facebook, Twitter and other social sites. Besides sharing holiday experiences, posting photos is also popular and an important way to communicate the holiday experience. As reported in the 2011 Holiday Communication Trends report, word of mouth is an extremely important way to stimulate interest and future holiday bookings. What is said on social sites and shared with family and friends is a powerful part of the holiday marketing process.
Base: All users using Social Network sites on holiday (138)
23
Individual Airport Summaries
24
Aberdeen (ABZ)
Passenger details
Terminal passengers in 2010
(source CAA)
2,782,00 (trips)
BDRC Continental 2011 Holiday Survey data

% of UK 20 to 64 year olds using Aberdeen in 2010
(Estimate excludes non UK residents and those outside the 20 to 64 year old age range)
4.0% (individuals)
Business and leisure traveller profile at Aberdeen
Leisure only 72
Business only 20
Both 8
Region lived
Net Promoter Score

NPS score
Elsewhere in UK
42%
26%
Scotland / North
All UK airports
22
39
+17
32%
London / South East
Aberdeen
45
44
-1
Passenger observations
Customers ratings for Aberdeen are polarised between Promoters (45%) and Detractors (44%) suggesting it works well for some but alienates others. In comparison to other regional airports, fewer live within the catchment area of the airport. This may have an effect on the airports NPS as fewer feel a close affinity with the airport and the benefit it serves to the regional community. Customers who used Aberdeen in 2010 are likely to take 2.8 business air trips and 3.8 leisure air trips in 2011 from any airport.
Base: Users of Aberdeen Airport (36)
25
Belfast City George Best (BHC)
Passenger details
(source CAA)
2,812,000 (trips)

% of UK 20 to 64 year olds using Belfast City in 2010
5.2% (individuals)
Business and leisure traveller profile at Belfast City
Leisure only 63
Business only 29
Both 8
Region lived
Net Promoter Score

NPS score
Elsewhere in UK
52% 45%
Northern Ireland
All UK airports
22
39
+17
Belfast City
38
35
-3
Like Aberdeen passengers using Belfast City Airport are polarised between Promoters (38%) and Detractors (35%) suggesting it works well for some but alienates others Similar to many other regional airports around half of customers live within the regional catchment area of the airport. Customers who used Belfast City airport in 2010 are likely to take 2.2 business air trips and 3.7 leisure air trips in 2011 from any airport.
Base: Users of Belfast City Airport (39)
26
Belfast International (BFS)
Passenger details
(source CAA)
4,051,000 (trips)

% of UK 20 to 64 year olds using Belfast International in 2010
5.2% (individuals)
Business and leisure traveller profile at Belfast International
Leisure only 59
Business only 23
Both 18
Region lived
Net Promoter Score

NPS score
Elsewhere in UK
48% 52%
Northern Ireland
All UK airports
22
39
+17
Belfast Int.
20
37
+17
Belfast International has a similar number of Promoters (37%) to its neighbour Belfast City. It achieves a higher Net Promoter Score as it has fewer Detractors (20%). It does have a considerable number of Passives (43%) who need more persuasion to make them Promoters and thus reduce the risk of lowering the airports NPS. Customers who used Belfast International in 2010 are likely to take 2.7 business air trips and 3.7 leisure air trips in 2011 from any airport.
Base: Users of Belfast International Airport (38)
27
Birmingham International (BHX)
Passenger details
(source CAA)
8,621,000 (trips)

% of UK 20 to 64 year olds using Birmingham International in 2010
7.8% (individuals)
Business and leisure traveller profile at Birmingham Internationa
Leisure only 59
Business only 23
Both 18
Region lived
Net Promoter Score

NPS score
Elsewhere in UK
45% 55%
West & East Midlands
All UK airports
22
39
+17
Birmingham Int.
18
42
+24
Birmingham International achieves a higher than average Net Promoter Score of +24. The profile of passengers using the airport is quite consistent with other regional airports. Around a half (55%) live within the regional catchment area. It does, however, have a slightly higher number of business users (41%). Customers who used Birmingham International are likely to take 2.7 business air trips and 3.2 leisure air trips in 2011 from any airport.
Base: Users of Birmingham International (82)
28
Bristol (BRS)
Passenger details
(source CAA)
5,759,000 (trips)

% of UK 20 to 64 year olds using Bristol in 2010
5.7% (individuals)
Business and leisure traveller profile at Bristol
Leisure only 75
Business only 18
Both 7
Region lived
Net Promoter Score

NPS score
Elsewhere in UK
56% 44%
South West
All UK airports
22
39
+17
Bristol
15
47
+32
Bristol is a popular airport and achieves one of the highest Net Promoter Scores of +32. Nearly a half of passengers are from the South West indicating the airport has a strong affinity with the region. In comparison to other regional airports slightly fewer use the airport for business travel. Customers who used Bristol in 2010 are likely to take 2.1 business air trips and 3.3 leisure air trips in 2011 from any airport.
Base: Users of Bristol Airport (53)
29
East Midlands (EMA)
Passenger details
(source CAA)
4,174,000 (trips)

% of UK 20 to 64 year olds using East Midlands in 2010
5.4% (individuals)
Business and leisure traveller profile at East Midlands
Leisure only 72
Business only 20
Both 8
Region lived
Net Promoter Score

NPS score
Elsewhere in UK
62%
East Midlands
38%
All UK airports
22
39
+17
East Midlands
18
40
+22
East midlands achieves a good Net Promoter Score of +22, which is higher than the average (+17). Like Bristol nearly three-quarters of individuals who use the airport are exclusively leisure travellers. Customers who used East Midlands in 2010 are likely to take 1.6 business air trips (which is lower than many other airports) and 3.6 leisure air trips in 2011 from any airport.
Base: Users of East Midlands Airport (53)
30
Edinburgh (EDI)
Passenger details
(source CAA)
8,701,000 (trips)

% of UK 20 to 64 year olds using Edinburgh in 2010
6.3% (individuals)
Business and leisure traveller profile at Edinburgh
Leisure only 60
Business only 21
Both 19
Region lived
Net Promoter Score

NPS score
Elsewhere in UK
49% 51%
Scotland
All UK airports
22
39
+17
Edinburgh
18
42
+24
Edinburgh is a popular airport and achieves a good Net Promoter Score of +24 above the average of +17. A significant number (40%) use the airport for business purposes and it therefore has to cater for both types of traveller, which it appears to be achieving successfully. It also is has a strong national identity with half of customers living within Scotland.
Base: Users of Edinburgh Airport (58)
Customers who used Edinburgh in 2010 are likely to take 2.3 business air trips and 2.7 leisure air trips in 2011 from any airport.
31
Glasgow International (GLA)
Passenger details
(source CAA)
6,586,000 (trips)

% of UK 20 to 64 year olds using Glasgow International in 2010
5.2% (individuals)
Business and leisure traveller profile at Glasgow International
Leisure only 67
Business only 17
Both 16
Region lived
Net Promoter Score

NPS score
Elsewhere in UK
52% 48%
Scotland
All UK airports
22
39
+17
Glasgow Int.
19
38
+19
Glasgow International achieves a good Net Promoter Score of +19, slightly above the average of +17. It has a good mix of business and leisure passengers and therefore needs to provide facilities that meet the needs for both these types of passenger. As with Edinburgh approximately half its passengers live in Scotland.
Base: Users of Glasgow International Airport (53)
Customers who used Glasgow International in 2010 are likely to take 2.7 business air trips and 2.8 leisure air trips in 2011 from any airport.
32
Leeds Bradford (LBA)
Passenger details
(source CAA)
2,707,000 (trips)

% of UK 20 to 64 year olds using Leeds Bradford in 2010
3.4% (individuals)
Business and leisure traveller profile at Leeds Bradford
Leisure only 65
Business only 21
Both 14
Region lived
Yorkshire / Humberside
56% 44%
Net Promoter Score

NPS score
Elsewhere in UK
All UK airports
22
39
+17
Leeds Bradford
13
45
+32
Leeds Bradford achieves a high Net Promoter Score of +32, nearly twice the average for all airports of +17. It has a high number of Promoters (45%) and few Detractors (13%) indicating it pleased most passengers and alienated few. Similar to many other regional airports just over third (35%) of adults who used the airport in 2010 used it for at least one business trip. Nearly a half of customers came from the Yorkshire/Humberside region. Customers who used Leeds Bradford in 2010 are likely to take 2.4 business air trips and 3.4 leisure air trips in 2011 from any airport.
Base: Users of Leeds Bradford Airport (33)
33
Liverpool John Lennon (LPL)
Passenger details
(source CAA)
5,065,000 (trips)

% of UK 20 to 64 year olds using Liverpool in 2010
4.9% (individuals)
Business and leisure traveller profile at Liverpool
Leisure only 76
Business only 16
Both 8
Region lived
North West
51% 49%
Net Promoter Score

NPS score
Elsewhere in UK
All UK airports
22
39
+17
Liverpool
27
46
+19
Liverpool achieves a good Net Promoter Score of +19, slightly above the average of +17. It has a slightly higher number of leisure only passengers (76%) compared to other regional airports. Customers who used Liverpool Airport in 2010 are likely to take 2.1 business air trips and 3.3 leisure air trips in 2011 from any airport.
Base: Users of Liverpool Airport (48)
34
London City Airport (LCA)
Passenger details
(source CAA)
2,836,000 (trips)

% of UK 20 to 64 year olds using London City Airport in 2010
3.7% (individuals)
Business and leisure traveller profile at London City Airport
Leisure only 38
Business only 43
Both 19
Region lived
London / South East
Net Promoter Score

NPS score
Elsewhere in UK
25% 75%
All UK airports
22
39
+17
London City
11
56
+45
London City achieves the highest Net Promoter Score of +45. It is noticeably different to other airports having a significant business air traveller profile. Nearly two thirds of passengers interviewed had taken a business trip from the airport in 2010. The airports focus on business customers is clearly appreciated and has helped it achieve a high NPS. Customers who used London City Airport in 2010 are likely to take 4.7 business air trips (twice the number measured for most other airports) and 4.0 leisure air trips in 2011 from any airport. As both these figures are high this suggests that London City Airport users are frequent air travellers. 35
Base: Users of London City Airport (38)
London Gatwick (LGW)
Passenger details
(source CAA)
31,569,000 (trips)

% of UK 20 to 64 year olds using London Gatwick in 2010
19.5% (individuals)
Business and leisure traveller profile at London Gatwick Business only 6
Leisure only 81
Both 13
Region lived
London / South East
54% 46%
Net Promoter Score

NPS score
Elsewhere in UK
All UK airports
22
39
+17
Gatwick
25
33
+8
Although Gatwick achieves a positive Net promoter Score (+8) this was below the average of +17. Many (42%) gave Gatwick a passive score of 7 or 8 suggesting the airport needs something new to give it an uplift or more of an identity. Gatwick is noticeably different to many of the other UK airports in that a large number (nearly a fifth) of all 20 to 64 year olds had used the airport in 2010. Furthermore it has a significant leisure profile (81%) who use it just for leisure trips. Customers who used Gatwick in 2010 are likely to take 2.1 business air trips and 2.7 leisure air trips in 2011 from any airport.
Base: Users of London Gatwick Airport (199)
36
London Heathrow all terminals (LHR)
Passenger details
(source CAA)
66,252,000 (trips)

% of UK 20 to 64 year olds using London Heathrow (all terminals) in 2010
20.5% (individuals)
Business and leisure traveller profile at London Heathrow (all terminals) Business only 7
Leisure only 64
Both 29
Region lived
London / South East
52% 48%
Net Promoter Score

NPS score
Elsewhere in UK
All UK airports
22
39
+17
Heathrow all terminals
34
27
+7
Similar to Gatwick a fifth (20.5%) of all 20 to 64 year olds have used one or more of the Heathrow terminals in 2010. The Net Promoter Score achieved for Heathrow overall is +7 (similar to Gatwick). Net Promoter Scores did differ between terminals 1 to 4 and Terminal 5 and these are reported separately.
Base: Users of London Heathrow Airport (216)
37
London Heathrow terminals 1 to 4 (LHR)
Passenger details
(source BAA)
41,400,000 (trips)

% of UK 20 to 64 year olds using London Heathrow (terminals 1 to 4) in 2010
15.7% (individuals)
Business and leisure traveller profile at London Heathrow (terminals 1 to 4)
Leisure only 65
Business only 13
Both 22
Region lived
London / South East
49% 51%
Net Promoter Score

NPS score
Elsewhere in UK
All UK airports
22
39
+17
Heathrow terminals 1-4
30
33
+3
Heathrows older terminals are currently being refurbished, and this probably explains why terminals 1 to 4 achieves a lower Net Promoter Score (+3) than terminal 5 (+15). In addition the older terminals may feel dated alongside the new Terminal 5. Half (51%) of the UK passengers using Heathrow terminals 1 to 4 live in London or the South East.
Base: Users of London Heathrow terminals 1 to 4 (169)
Customers who used Heathrow Terminals 1 to 4 in 2010 are likely to take 2.2 business air trips and 3.1 leisure air trips in 2011 from any airport.
38
London Heathrow terminal 5 (LHR)
Passenger details
(source BAA)
24,400,000 (trips)

% of UK 20 to 64 year olds using London Heathrow (terminal 5) in 2010
10.4% (individuals)
Business and leisure traveller profile at London Heathrow (terminal 5) Business only 10
Leisure only 68
Both 22
Region lived
London / South East
53% 47%
Net Promoter Score

NPS score
Elsewhere in UK
All UK airports
22
39
+17
Heathrow terminal 5
22
37
+15
Terminal 5, achieves an acceptable Net Promoter Score of +15. However, this may appear disappointing to some as it is considered one of the flagship terminals for the UK. Fieldwork for the survey was carried out in early January, just after the disruption caused by the winter weather over Christmas, and the adverse press coverage may have influenced this score. As with Terminals 1 to 4, approximately half of UK passengers who used Terminal 5 in 2010 live in London or the South East. Customers who used Terminal 5 in 2010 are likely to take 3.2 business air trips and 3.6 leisure air trips in 2011 from any airport. These were slightly higher averages than many other airports suggesting terminal 5 attracts more frequent flyers.
Base: Users of London Heathrow terminal 5 (107)
39
Luton (LTN)
Passenger details
(source CAA)
8,719,000 (trips)

% of UK 20 to 64 year olds using Luton in 2010
6.5% (individuals)
Business and leisure traveller profile at Luton Business only 12
Leisure only 70
Both 18
Region lived
London / South East
30% 46% 24%
Net Promoter Score

NPS score
Elsewhere in UK
All UK airports
22
39
+17
East Anglia
Luton
24
23
-1
Lutons low Net Promoter Score (-1) is driven by a high number of passengers who are Passive (53%). The number of detractors is not significantly higher than several other airports which achieved higher scores. This suggests Luton functions satisfactorily it just lacks any wow factor to make users Promoters. Most passengers live in either London, South East or East Anglia, Customers who used Luton in 2010 are likely to take 2.8 business air trips and 3 leisure air trips in 2011 from any airport.
Base: Users of Luton Airport (63)
40
Manchester (MHT)
Passenger details
(source CAA)
17,644,000 (trips)

% of UK 20 to 64 year olds using Manchester in 2010
13.5% (individuals)
Business and leisure traveller profile at Manchester Business only 12
Leisure only 74
Both 14
Region lived
North West
37% 17% 46%
Net Promoter Score

NPS score
Elsewhere in UK
All UK airports
22
39
+17
Yorkshire / Humberside
Manchester
22
37
+15
Manchester achieves an acceptable Net Promoter Score of +15. It is one of the UKs busier airports and has an above average number of leisure only (74%) passengers. Two thirds of its UK passengers live either in the North West or Yorkshire. It therefore has a strong association with its regional catchment area.
Base: Users of Manchester Airport (143)
Customers who used Manchester Airport in 2010 are likely to take 1.8 business air trips and 2.6 leisure air trips in 2011 from any airport.
41
Newcastle (NCL)
Passenger details
(source CAA)
4,362,000 (trips)

% of UK 20 to 64 year olds using Newcastle in 2010
5.1% (individuals)
Business and leisure traveller profile at Newcastle
Leisure only 63
Business only 21
Both 16
Region lived
North / North East
49% 51%
Net Promoter Score

NPS score
Elsewhere in UK
All UK airports
22
39
+17
Aberdeen
12
56
+44
Newcastle has one of the highest Net Promoter Scores of all UK airports measured +44. Nearly four in ten (38%) use the airport for business trips. It therefore bridges the gap of providing a good service for both business and leisure travellers. Just over a half (51%) of its UK passengers live in the North East and it has a strong association with its regional catchment area. This local identity may also have helped its Net Promoter Score. Customers who used Newcastle Airport in 2010 are likely to take 2.6 business air trips and 3.2 leisure air trips in 2011 from any airport.
Base: Users of Newcastle Airport (43)
42
Stansted (STN)
Passenger details
(source CAA)
18,712000 (trips)

% of UK 20 to 64 year olds using Stansted in 2010
8.9% (individuals)
Business and leisure traveller profile at Standsted
Leisure only 70
Business only 14
Both 16
Region lived
London / South East
36% 65% 29%
Net Promoter Score

NPS score
Elsewhere in UK
All UK airports
22
39
+17
East Anglia
Stansted
16
35
+19
Stansted is one of the UKs busier airports with nearly one in ten (8.9%) 20 to 64 year olds using the airport in 2010. It had a slightly heavier leisure passenger profile than other regional airports, 70% of passengers only used it for leisure purposes in 2010. It achieves a good Net Promoter Score of +19 which is very encouraging when compared to its neighbour, Luton, where customers are less likely to be Promoters of the airport. Customers who used Stansted in 2010 are likely to take 2.8 business air trips and 3.6 leisure air trips in 2011 from any airport. These were slightly higher averages than some other airports and suggests the airport does attract more frequent flyers.
43
Base: Users of Stansted Airport (86)
About us
BDRC Continental is the UKs largest independent market research agency. Established in 1991, we have built an unrivalled reputation as a full service consultancy, providing our clients with critical evidence-based intelligence to inform major business decisions. We are committed to providing our clients with excellent service throughout the research process thats why our clients keep coming back to us.
One of our main areas of specialism is the travel sector with deep expertise in:
Culture, Tourism & Leisure Transport & Travel Hotels, Meetings & Hospitality BDRC Continental is quality accredited (ISO 20252) and Members of the MRS (Market Research Society) Company Partner Scheme.
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2011 Holiday Reports
TOURISM TRENDS Where will be top overseas destinations in 2011? Will the UK continue to benefit from the staycation? Identifying emerging trends in attitudes and behaviour here and abroad Contact: victoria.tranter@bdrc-continental.com T: 020 7400 1014 COMMUNICATIONS TRENDS What are the effective media communications which stimulate holiday bookings? What is the role of social media? Which media best trigger word of mouth? Are Smartphones the new travel accessory? Contact: steve.mills@bdrc-continental.com T: 020 7400 0381 THE CRUISE MARKET Who will be taking a cruise in 2011? What are the key criteria for selecting which cruise to take? Which cruise line is peoples first choice? What marketing and online communications help travellers research and choose a cruise? Contact: dave.chilvers@bdrc-continental.com T: 020 7400 9111 UK AIRPORTS Usage and rating of individual UK airports by both business and leisure travellers. Use of budget and schedule airlines. Views on airport shopping and security. Contact: colin.shaddick@bdrc-continental.com T: 020 7400 9103
45
Conditions of Contract / 1
1. DEFINITIONS In these conditions:1.1 the Client means the person, firm, company or organisation to whom the proposal is addressed. 1.2 the Company means Business Development Research Consultants Limited (and any of its subsidiaries) whose registered office is at Kingsbourne House, 229-231 High Holborn, London WC1V 7DA. 1.3 the Contract Date means the date of confirmation of contract. 1.4 the Information means all data produced pursuant to the provision of the Service, including but not limited to completed questionnaires, electronic media, the findings of the survey and the survey report or presentation. 1.5 the Service means the provision by the Company to the Client of the research and the information, details of which are set out in the survey confirmation. 2. FORMATION OF THE CONTRACT 2.1 These conditions shall form the basis of the contract between the Company and the Client. Notwithstanding anything to the contrary in the Clients standard booking conditions, these conditions shall apply except so far as expressly agreed in writing by a person authorised to sign on behalf of the Company. Any variation to this contract in terms of techniques or sample shall not affect any of the other terms of this contract. 2.2 No servant or agent or the Company has power to vary these conditions orally. 2.3 Unless otherwise expressly stated in writing, all quotations and estimates by the Company are invitations to treat. The Clients confirmation of commissioning is an offer which will be accepted by the Company posting its confirmation of contract. 2.4 The signature of the Client or its representative of this confirmation of contract shall constitute acceptance by the Client of these conditions. In the absence of signature by or on behalf of the Client of these conditions, the agreement of the Client by e-mail will constitute acceptance by the Client of these conditions. 2.5 The Company will provide the Service to the Client at the request of any representative of the Client unless otherwise instructed in writing by the Client. 2.6 The construction, validity and performance of these conditions and this contract shall be governed by English Law. 2.7 These conditions supersede all previous terms and conditions of contract issued by the Company. 2.8 These general conditions shall be subject to such special conditions as may appear in the letter. 2.9 In the event of any conflict, or apparent conflict, between the special conditions and these general conditions, the special conditions shall prevail. 2.10 All notices to be served hereunder shall be served by first class pre-paid post, facsimile message or e-mail at the registered office or principal trading address of the intended recipient. Notices shall be deemed served when they would ordinarily have been received in normal business hours according to the means of transmission of such notices. 3. CANCELLATION 3.1 The consent of the Company to cancellation or variation of the contract shall not in any way prejudice the Companys right to recover from the Client full compensation for any loss or expense arising from such cancellation or variation on an indemnity basis. 3.2 Subject to any special conditions appearing in the survey confirmation, the Client may terminate the contract by giving not less than 1 month's prior notice of termination. 3.3 In the event of termination of the contract prior to completion of the Service, the Client will be liable to pay that proportion of the fees (as set out in the survey confirmation letter) as represents all work carried out, expenses incurred and financial commitments entered into by the Company as at the date of termination of the contract in accordance with clause 3.2 above, such proportion to be calculated by the Company at its sole discretion. 4. PRICE 4.1 The fees set out in the survey confirmation shall apply only in relation to the techniques and sample description set out therein. Any alterations to techniques or sample proposed by the Client may, at the sole discretion of the Company, result in increased fees being payable. 4.2 The provision by the Client of inaccurate information in relation to the Service may result in an increase in the fees set out in the survey confirmation. 4.3 The fees are quoted exclusive of VAT which will be added to all invoices at the rate applying at the appropriate tax point, except as varied for export clients. 4.4 If, through any currency fluctuation, the sterling equivalent of the cost to the Company of any obligations incurred in respect of overseas work for the Client exceeds the cost reflected in the survey confirmation, the Company shall be entitled to charge for such obligations at the exchange rate which is in operation at the time remittance is made abroad. 5. PAYMENT 5.1 Unless the survey confirmation makes specific provision for phased payments, the fees payable in respect of the Service will be invoiced as [50% upon commissioning and 50% upon delivery of the information][1/3 within 7 days of the contract Date, 1/3 at the start of work and 1/3 upon delivery of the information]. 5.2 Invoices in respect of the Service are payable within 30 days of the date of the invoice. 5.3 The Company reserves the right to charge interest on overdue invoices at 3% per annum above the base rate from time to time in force of Barclays Bank PLC. 5.4 The Client shall not be entitled to set off against any amount payable under this contract any amount due by the Company to the Client under any other agreement. 5.5 Without prejudice to any other rights of the Company, if the Client shall fail to make punctual payments of any monies due under any agreement between the Company and the Client, the Company may at its option, either withhold the provision of the Service and/or the information, until the total indebtedness of the Client to the Company has been discharged, or cancel this contract. 5.6 The Company reserves the right at any time at its discretion to demand security for payments before continuing with the provision of the Service or delivering any of the information to the Client, notwithstanding any subsisting agreement to provide credit to the Client or any provision to the contrary contained in these conditions. 6. COPYRIGHT AND CONFIDENTIALITY 6.1 The copyright in the information and research design shall be and shall remain owned by the Company. 6.2 All of the information is confidential to the Company. To the extent that the information is given to the Client, the Client undertakes to take all reasonable precautions to maintain the confidentiality of the information and not to allow access to the information other than to:6.2.1 those of the Clients employees who have reasonable need to have access to same; and 6.2.2 professional advisers to the Client (such as advertising agencies and P.R. Consultants) but only on the specific understanding that such professional advisers do not pass on or use any of the information for clients of theirs other than the Client.
46
Conditions of Contract / 2
6.3 In the event of the Client wishing to publish all or any part of the information, the Client must obtain the prior written approval of the Company and must acknowledge the Company as the source of the published material, such approval not to be unreasonably withheld. The information (in whatever form) shall at all times remain the property of the Company which may, at its discretion, destroy all or part of same after two years following the date of delivery of the information Any Research Plan or Research Proposal submitted to the Client by the Company before contract is agreed, is submitted on the understanding that it is for the Client's consideration only and that it will not be shown to any third party. The Client shall not be entitled to use such plan or proposal if the contract is not awarded to the Company. Where the Company's name is associated with any public presentation or with any widely circulated document relating to the information, the Client agrees that the Company shall have the right to publish relevant results and information about the research with its own interpretation, if the Company considers such publication necessary to correct a misleading impression or to protect its reputation. 7. CARRYING OUT OF THE SERVICE 7.1 In the event that the Company shall be commissioned to conduct a survey requiring interviewees to examine or use any products, the Client shall indemnify the Company against any action by any interviewee or third party relating to the description, presentation or use of such products whether or not the Client is the manufacturer, distributor or agent for such products. 7.2 Any alteration to techniques or sample sizes from those set out in the survey confirmation, proposed or acquiesced to by the Client, may result in the delivery of the Information being delayed. 7.3 The Company reserves the right to sub-contract all or any part of the Service, including but not limited to the research described in the survey confirmation, to recognised suppliers, but subject to the appropriate quality controls and to the prior notification to the Client of the intention to sub-contract. 7.4 If the Company is required by the Client to sub-contract any part or parts of the Service to a named sub-contractor or one or more named sub-contractor, no warranty can be given by the Company as to the quality of accuracy of such part or parts of the Service. 7.5 The Company will use its reasonable endeavours to deliver the information on or before the date stated as the Delivery Date in the survey confirmation but time of delivery of the Information shall not be of the essence unless otherwise specifically stated. 8. 8.1 NON-SOLICITATION The parties each undertake with the other that during the period commencing on the Contract Date and ending six months following the date of delivery of the Information, neither party shall canvass, or solicit for direct or indirect employment, any personnel of the other party, or proceed with any approach made by or on behalf of any such personnel, unless the prior written consent of the employing party is obtained. QUALITY OF SERVICE The Information will contain material derived from sample surveys carried out in accordance with accepted market research methods and as such, are subject to limits of statistical error. The Company shall use all reasonable endeavours to ensure the accuracy of the Information, but no warranty is given as to the accuracy of any data provided by interviewees. All warranties or other terms implied by statute or otherwise shall not apply to this contract, including but not limited to those implied by the Supply of Goods and Services Act 1982 and the Consumer Protection Act 1987. The Company shall not be liable for any consequential or indirect loss suffered by the Client or any third party in relation to the contract and the Client shall indemnify the Company in respect of any claim of any person in respect of such consequential or indirect loss. The entire liability of the Company under this contract shall not in any event exceed the fees payable under this contract, save in respect of the Companys liability for death or personal injury resulting from negligence, where liability shall not exceed the company's insured limit. FORCE MAJEURE The Company shall not be liable for any delays in or failure to provide the Service arising from circumstances outside its control, including but not limited to changes in government policy (in the country where the research is undertaken), lockouts, fire, accident, adverse weather conditions, war, terrorism, civil unrest, or postal or railway strikes. WAIVER The failure by a party to enforce in any instance the performance by the other of any provision of the contract shall not be construed as a waiver of the first partys rights to future performance of such or any other provision of the contract.
9. 9.1
9.2
9.3
9.4
9.5
10. 10.1
11. 11.1
47

Holiday Report 2011 UK Airports

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Holiday Report 2011 UK Airports

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Holiday Report 2011

BDRC Continental 2011

BDRC Continental 2011

BDRC Continental 2011

Author: Colin Shaddick

Contact: colin.shaddick@bdrc-continental.com T: 020 7490 9103

2011 Holiday Reports

BDRC Continental 2011

Author: Colin Shaddick

Contact: colin.shaddick@bdrc-continental.com T: 020 7490 9103

BDRC Continental 2011

Author: Colin Shaddick

Contact: colin.shaddick@bdrc-continental.com T: 020 7490 9103

Usage of UK Airports and Air Travel

BDRC Continental 2011

Author: Colin Shaddick

Contact: colin.shaddick@bdrc-continental.com T: 020 7490 9103

Percentage of UK population (20-64 years) using UK airports in 2010

Southamp Bournemouth -ton

BDRC Continental 2011

Author: Colin Shaddick

Contact: colin.shaddick@bdrc-continental.com T: 020 7490 9103

Type of airline mainly used when going on holiday

Base: All UK airport users (654)

BDRC Continental 2011

Author: Colin Shaddick

Contact: colin.shaddick@bdrc-continental.com T: 020 7490 9103

Net Promoter Score

BDRC Continental 2011

Author: Colin Shaddick

Contact: colin.shaddick@bdrc-continental.com T: 020 7490 9103

How to Calculate Your Score

BDRC Continental 2011

Author: Colin Shaddick

Contact: colin.shaddick@bdrc-continental.com T: 020 7490 9103

How to improve NPS?

How to Improve Your Score

"Act Upon" the Three Groups of Customers

Tune Your Company's Growth Engine

Increase Promoters and Decrease Detractors

2010 Satmetrix Systems, Inc. All rights reserved

BDRC Continental 2011

Author: Colin Shaddick

Contact: colin.shaddick@bdrc-continental.com T: 020 7490 9103

UK Airports Net Promoter Scores comparison

Net Promoter Score comparison of UK airports to other industry sectors

Mobile phone handsets

2010 Satmetrix Systems, Inc. All rights reserved

BDRC Continental 2011

Author: Colin Shaddick

Contact: colin.shaddick@bdrc-continental.com T: 020 7490 9103

Net Promoter Scores

Detractor Score 0-6

Promoter score 9-10

= Net promoter score

* Small Base Base: All UK airport users (654)

BDRC Continental 2011

Author: Colin Shaddick

Contact: colin.shaddick@bdrc-continental.com T: 020 7490 9103

Net Promoter Scores for business and leisure travellers

Detractor Score 0-6

Promoter score 9-10

= Net promoter score