Responsible Heathrow Summary 2013

2013 SUSTAINABILITY PERFORMANCE SUMMARY
RESPONSIBLE
HEATHROW
2013
Colin Matthews // Chief Executive
CHIEF
EXECUTIVES VIEW
Our purpose at Heathrow is Making
every journey better. In 2013 we
achieved the highest ever levels of both
passenger satisfaction and passenger
numbers. According to the independently
measured passenger satisfaction score,
75% of Heathrows passengers rate their
experience as excellent or very good.
We delivered robust operational
performance while operating close to
capacity. 470,000 ights arrived and
departed from Heathrow during 2013.
On average, aircraft were larger and
fuller than in previous years, which led
to a 3.4% growth in passenger numbers,
to a record 72.3 million.
We have continued to invest in
transforming Heathrow, spending
11 billion of private money to improve
the passenger experience since 2004.
Our new terminal 2, The Queens
Terminal, is our most recent and visible
transformation and when it opens in
June 2014 more than 60% of Heathrow
passengers will be travelling through
our newest terminals, T2 and T5.
Our new ve-year economic regulatory
and business planning period (Q6)
began on 1 April 2014. Our ve-year
business plan sets out operational and
investment programmes to continue the
transformation of Heathrow, improving
passenger service, and delivering operating
and environmental efciencies.
Making every journey better includes
operating the airport responsibly. We
work hard to be a good neighbour to
our local communities, to manage our
environmental impact and maximise the
economic benets that Heathrow brings.
Noise is a signicant environmental issue
for Heathrow and our stakeholders.
During 2013, we stayed at the forefront
of international efforts to tackle aircraft
noise and published A Quieter Heathrow
setting out our commitments to reducing
aircraft noise while safeguarding the
UKs connectivity.
A Quieter Heathrow outlines the
important steps that are being taken
to reduce aircraft noise: the worlds rst
public ranking of airlines according to
their noise performance; trialing new
departure routes and improving our
noise insulation schemes. Were also
exploring innovative solutions to noise
insulation for local schools such as
providing funds to install adobe
buildings for outdoor learning.
To communicate Heathrows commitment
to being a responsible business regarding
noise and other key topics, we have pulled
together the leading goals from our
sustainability plans and strategies into a
single document. Responsible Heathrow
2020 sets out our top ten goals to reduce
environmental impact, support economic
growth and invest in communities; while
looking after passengers and our people.
Each of our goals is aligned to our
ve-year business plan and is supported
by a detailed strategy and action plan.
Britain is better off when were connected.
The world economy is changing quickly
and Britain needs a world-class hub
airport with the capacity to compete
against Paris, Frankfurt and Amsterdam.
At the end of 2012, the UK Government
established an independent Airports
Commission to explore whether additional
airport capacity was needed in the
UK. In December 2013, we welcomed
the Commissions interim report which
shortlisted Heathrows north-west runway
proposal as one of three options for
additional airport capacity.
As well as connecting Britain to growth
markets across the world, a third runway
at Heathrow will protect more than
100,000 existing local jobs and create tens
of thousands of new jobs nationwide
strengthening our local employment,
apprenticeships and skills programmes
and supporting a strong supply chain
throughout the UK.
For our nal submission to the Commission
during 2014, we are creating a proposal
to deliver the capacity Britain needs
whilst also reducing the total number of
local people affected by aircraft noise. By
positioning the new runway further west
from London, introducing more quieter,
new generation aircraft and developing
new operating procedures, we will reduce
by 30% the number of people within
Heathrows noise footprint in 2030 than
there are today.
By incentivising cleaner aircraft, supporting
global carbon trading and increasing
public transport use, we will also keep CO2
emissions within UK climate change targets
and play our part in meeting local air
quality limits.
We are improving performance today,
through our commitments made in
Responsible Heathrow 2020, and dening
clear commitments for Heathrows
future growth.
RESPONSIBLE
HEATHROW
Supporting
economic growth
and investing in
communities
Responsible
Heathrow
2020
Reducing
environmental
impacts
Looking after
passengers and
our people
i
n
v
e
s
t
m
e
n
t
d
e
v
e
l
o
p
m
e
n
t
L
o
c
a
l

j
o
b
s

&

c
o
m
m
u
n
i
t
y

N
a
t
i
o
n
a
l

e
c
o
n
o
m
ic
e
x
p
e
r
ience
t
h
e

a
i
r
p
o
r
t
O
u
r
P
a
s
s
e
nger
T
o

&

f
r
o
m
p
e
o
p
l
e
Saf
e
t
y
L
o
c
a
l

a
i
r
Wa
s
t
e
c
h
a
n
g
e
p
o
l
l
u
t
i
o
n
and w
a
t
e
r
N
o
i
s
e
C
l
i
m
a
t
e

50% of employees
at Heathrow are
from the local area
34% reduction in CO2
emissions from energy
used in buildings (1990)
70% waste recycled
80% of passengers rate their
overall experience at Heathrow
Excellent or Very Good
750,000 additional
passengers per year
use public transport
75% of employees
say Heathrow is a
great place to work
At least 10% annual
reduction in employee
and passenger injuries
At least 5% reduction in
ground-based NOx emissions
from the airport (2008/9)
500m increase in Heathrows
annual contribution to the UK
economy (GVA) to 6.9bn
Thats why we are working hard to
maximise the economic benets that
Heathrow brings, whilst carefully
managing our environmental
responsibilities and being a good
neighbour to our local communities.
Responsible Heathrow is our commitment
to supporting the UK and local economies
whilst managing our impacts on
communities and the environment.
It brings together the big issues affecting
Heathrow, our communities and our
stakeholders to outline the goals we
want to achieve by 2020 by:
Supporting economic growth
and investing in communities,
Reducing our
environmental impact
Looking after our people
and passengers.
These issues are not new to Heathrow.
Weve pulled together the leading
goals from our existing strategies and
action plans into one place to make our
ambitions, commitments and performance
more accessible for our stakeholders.
So, as well as showing how we are doing
against the important areas we have been
measuring for several years, this report
outlines the progress we are making
against the commitments in Responsible
Heathrow 2020.
This summary report is one of a range of
documents that make up our Responsible
Heathrow reporting series. If you would
like more information on a specic impact
area, you can view our more detailed plans
and management approaches here:
www.heathrow.com/ResponsibleHeathrow
1
Achieving Heathrows vision to be Europes hub of choice
relies on managing the airport responsibly.
100% of aircraft are quieter
by international standards
(ICAO Chapter 4 or better)
2013 COMPANY INFORMATION
PERFORMANCE
SUMMARY
Revenue
1
2,474m
Heathrow
employees
3
6,269
Airlines
82
Operating prot
2
859m
Passengers
72.3m
Cargo
(1,000 tonnes)
1,423
Overall
Satisfaction
Arrivals
5
4.18/5
Flights
469,552
Overall
Satisfaction
Departures
5
4.19/5
Destinations
served
4
180
For footnotes: See inside back cover ap
We are delighted with the impact our adobe buildings have
had on our teaching. Children and staff can all enjoy and
benet from carefully planned experiences outdoors without
the disruption from aircraft noise.
Kathryn Harper-Quinn // Head Teacher // Hounslow Heath Infant School
Play time in an adobe hut
Hounslow Heath Infant School
Performance measure 2011 2012 2013
Air transport movements with ICAO Chapter 4 aircraft (%)
1
96 97.6 98.1
Air transport movements with ICAO Chapter 3 high aircraft (%)
2
0.05 0.00 0.00
Average Continuous Descent Approach (CDA)
compliance per quarter (%)
3
85.00 86.08 87.28
Infringements of Government day and night noise take off limits
4
72 73 43
No. of households responded to Heathrows engagement in relation to
Noise Insulation Schemes
5
NEW MEASURE 897
Adherence to the arrival runway alternation pattern
(0700 2300 local) (%)
6
94.16 92.88 93.03
Noise Action Plan Actions on track and complete (%) 90 92 95
Departing aircraft on track (%) 95.00 93.56 94.46
Noise complaints
7
4,735 29,385 18,725
For footnotes: See inside back cover ap Responsible Heathrow 2020 commitments
REDUCING ENVIRONMENTAL IMPACTS
OUR COMMITMENT
REDUCE THE IMPACT OF NOISE AND SUPPORT LOCAL COMMUNITIES WITH NOISE MITIGATION AND COMPENSATION SCHEMES.
2013 TARGET
At least 90% of the actions in the 2013 Heathrow Noise Action
Plan described as on track or complete by independent auditors.
2013 TARGET ACHIEVED
95% of actions were described as on track or complete.
2014 TARGET
At least 90% of the actions in the 2014 Heathrow Noise Action
2020 GOAL
100% of aircraft are quieter by international
standards (ICAO Chapter 4 or better).
NOISE
Heathrow delivers signicant benets for the UK,
but there are downsides too, including the impact of
noise on local residents. Heathrow is already at the
forefront of international management of aircraft
noise and continues to work hard to reduce its
impact by encouraging quieter aircraft and operating
procedures and supporting local communities with
noise insulation and compensation programmes.
For more detail on what were doing to address
noise at Heathrow, go to:
heathrow.com/responsibleheathrow/noise
Less noise, more fun
As part of our commitment to be
innovative in reducing the impact of
aircraft noise, Heathrow launched a
ground-breaking scheme in 2013,
offering 21 local schools 85,000
each to install specially designed
eco-friendly adobe huts in their
grounds to allow fun, outdoor
learning for schools close to
the airport.
3
21
schools
85k each
For dnata, being a member of the Clean Vehicles Partnership
has helped us look at innovative solutions that have reduced
emissions and costs whilst maximising utilisation from our
eet. Being able to share ideas and best practice with other
airport companies is a real business benet, as well as being
important for the future.
John Edmunds // Business Manager // dnata
Electric charging points
Heathrow car parks
Cleaner vehicles, cleaner Heathrow
Emissions from vehicles used by companies
based at the airport are an important source of
emissions at Heathrow, and an opportunity for
change and reduction in collaboration with our
partners. Thats why we created the Heathrow
Clean Vehicles Partnership.
The Clean Vehicles Partnership is funded by Heathrow to encourage and
facilitate collaboration between companies operating vehicles at Heathrow
to reduce costs and emissions. Last year, Heathrows Clean Vehicle Partnership
celebrated 10 years of working together.
The Partnership of 22 Heathrow companies reduce emissions from their 3,000
vehicles through trials of new, cleaner vehicle types, driver training and emissions
monitoring tools, workshops and networking events to share best practice.
9
Air transport movements with NOx emissions at CAEP/6
standard or better (%)
1
43.00 44.80 46.18
Air transport movements with NOx emissions at
CAEP/4 standard or better (%)
1
90.50 91.30 91.27
Airline compliance to Auxiliary Power Unit (APU) standard (%)
2
78.00 78.64 84.15
Aircraft ground level NOx emissions (tonnes)
3
1,518 1,520 1,544
Air Quality Strategy actions on track & complete (%)
4
86 88
Monitoring stations within 2 km of the airport within EU Limit Values 8of 9
Movements operated by airlines which adopt the
Departures Code of Practice (%)
N/A N/A 50
Aircraft ground level PM10 emissions (tonnes)
3
34 34 36
Heathrow vehicles
5
379 411
Heathrow vehicles powered by hybrid, electric or LPG
5
42 21
OUR COMMITMENT
WORK WITH PARTNERS TO REDUCE EMISSIONS FROM AIRCRAFT, VEHICLES AND BUILDINGS AND ACT AS A RESPONSIBLE NEIGHBOUR.
2013 TARGET
At least 90% of the actions in the 2013 Heathrow Air Quality Action
2013 TARGET PARTLY ACHIEVED
88% of actions were complete or on track.
2014 TARGET
At least 90% of the actions in the 2014 Heathrow Air Quality Action
2020 GOAL
At least 5% reduction in ground-based NOx
emissions from the airport (2008/9).
LOCAL AIR POLLUTION
A range of emissions in European and UK cities
contribute to local air pollution and we are committed
to playing our part in improving air quality in the
local area around Heathrow. As well as activities at
the airport, local emissions come from surrounding
roads, industry and housing. We are working with
partners to reduce emissions from aircraft, vehicles
and buildings to make sure we act as a responsible
neighbour and play our part in meeting EU and UK
Government limits.
For more detail on what were doing to address local
air pollution at Heathrow, go to: heathrow.com/
responsibleheathrow/localairpollution
5
3,000
vehicles
reduce emissions
Total CO2e emissions (tonnes, million)
1
2.218 2.332 2.271
Energy consumption in energy used in our buildings (GWh)
2
687 702.27 744.06
CO2 emissions from energy consumption in energy used
in our buildings (tonnes)
3
272,729 272,853
CO2 emissions from staff travel (tonnes)
4
217,688 195,555
CO2 emissions from HAL (owned/controlled) vehicles (tonnes)
5
9,572 7,970
CO2 emissions from aircraft on the ground and to 3,000ft (tonnes)
6
1,220,069 1,208,146
ACI Europe Airport Carbon Accreditation
7
Level 3
Optimisation
Level 3
Optimisation
Level 3
Optimisation
Adaptation actions on track NEW MEASURE
Scope 1 CO2e emissions (tonnes, million)
8
0.035 0.044 0.043
9
0.249 0.241 0.241
10
1.934 2.047 1.987
CO2e emissions that HAL controls (tonnes, million)
11
0.284 0.285 0.283
CO2e emissions that HAL guides (tonnes, million)
12
0.866 0.879 0.834
CO2e emissions that HAL inuences (tonnes, million)
13
1.068 1.168 1.153
CLIMATE CHANGE
We recognise that climate change is a signicant issue
for aviation and are committed to playing our role
in addressing it. Advances in technology, operations
and alternative fuels are all helping Heathrow reduce
emissions from our own buildings and vehicles.
We also work with our partners to help reduce
emissions that they are responsible for.
climate change at Heathrow, go to: heathrow.com/
responsibleheathrow/climatechange
OUR COMMITMENT
REDUCE EMISSIONS FROM OUR BUILDINGS AND VEHICLES, AND WORK WITH PARTNERS TO REDUCE EMISSIONS
THAT THEY ARE RESPONSIBLE FOR.
2013 TARGET
Reduce CO2 emissions from energy consumed in our buildings
by 1% compared to our 2013 CO2 emissions forecast.
2013 TARGET WAS ACHIEVED
CO2 emissions from our buildings were 4.4%
lower than our 2013 forecast.
2014 TARGET
Reduce CO2 emissions from energy consumed in our buildings
by 1% compared to our 2014 CO2 emissions forecast.
2020 GOAL
34% reduction in CO2 emissions from energy
used in buildings (1990).
Replacing lights with LEDs has helped us
to save 1,700 tonnes of CO
2
in just one
year. Thats the same as boiling 140 kettles
continuously for a whole year!
Little changes go a long way
Reducing energy use at Heathrow isnt just
about the big initiatives. Over 2013, our
energy team worked with partners across
the airport to make little changes that add
up to big energy savings.
From replacing uorescent lighting with
low energy LED and installing automatic
lighting controls, to turning off advertising
screens for just one extra hour per night,
we managed to make some big differences,
saving 3.7 GWh from LED projects alone
thats a cost saving of about 400,000.
-3.7
GWh
7
With an array of stakeholders generating lots of different types of waste,
as well as operating within external regulations, managing waste at an
airport is complex. Thats why this project is an essential step in better
understanding the waste we produce and what we can do to address it.
Mark Robertson // Heathrow Waste & Environment Manager
Segregating waste for recycling
Terminal 5
Sorting out Heathrows waste
To inform our work on waste management,
we carried out a pioneering analysis of our
waste streams in 2013. Using a facility to
sort through over 100 tonnes of waste
at a tonne an hour, its the largest waste
analysis ever done at an airport.
As well as improving our own waste
management strategy, the trial is helping
us nd better ways of working with other
waste producers at the airport.
Waste produced (tonnes) 26,220 26,441 26,693
Waste per passenger (kg/Pax)
1
0.377 0.378 0.369
Waste recycled or composted including Aircraft Cabin Waste (%) 29.2 31 41.7
Waste recycled or composted excluding Aircraft Cabin Waste (%) 44 46 58.7
% waste to landll
2
0.9 4.2 5.9
Hazardous waste produced (tonnes) 251 286 298
Hazardous waste recycled (%) 80 94 94
Construction waste recycled (%)
3
98 97 99
WASTE
With 200,000 passengers passing through the
terminals every day and 76,000 employees on campus,
Heathrow manages a vast amount of waste; over
25,000 tonnes a year. This is around a quarter of the
total waste generated by the entire airport.
To manage this waste effectively, we are committed
to reducing, reusing and recycling as much as possible.
waste at Heathrow, go to: heathrow.com/
responsibleheathrow/wasteandwater
OUR COMMITMENT
MAXIMISE THE REDUCTION, RE-USE AND RECYCLING OF OUR WASTE.
2013 TARGET
Increase recycling of Heathrows operational contract waste
(excluding Aircraft Cabin Waste ACW) to 47%.
58.7% of Heathrows operational contract waste (excluding
ACW) was recycled in 2013. We are working with our
regulators and airlines to investigate opportunities to recycle
some of our aircraft cabin waste in a compliant manner.
2014 TARGET
Increase recycling of Heathrows operational contract waste
(excluding ACW) to 60%.
2020 GOAL
70% of waste recycled.
9
1
0
0
t
WATER AND BIODIVERSITY
Airports use signicant volumes of water, and need
to manage the release of waste water into sewerage
systems and local water courses to reduce the risk
of environmental impact. At Heathrow, we are
committed to managing water sustainably by sourcing
it responsibly, controlling use and efciency, carefully
managing the disposal of water, and monitoring our
impacts on the surrounding environment.
For more detail on what were doing to address water
and biodiversity at Heathrow, go to: heathrow.com/
responsibleheathrow/wasteandwater
Total water used (all sources) (m
3
) 2,265,944 2,220,772 2,348,324
Total water used (all sources) m
3
per pax 0.032 0.031 0.032
Potable mains water used (m
3
) 1,911,045 1,804,272 1,910,427
Harvested rainwater used (m
3
)
1
4,367 0 0
Borehole water used (m
3
)
2
350,532 416,500 437,897
No. of water quality non-compliance incidents 0 0 0
Biological Monitoring Working Party Score River Crane upstream/
downstream of discharge point (Spring)
3
113/65 64/54 51/39
Biological Monitoring Working Party Score
Clockhouse Lane Pit inlet to lake/outlet from lake (Spring)
69/90 40/83 32/46
Retention of Biodiversity Benchmark award
4
Yes Yes Yes
OUR COMMITMENT MANAGE OUR WATER SUSTAINABLY BY SOURCING RESPONSIBLY,
ENCOURAGING EFFICIENCY, MANAGING DISPOSAL, AND MONITORING OUR IMPACTS.
WATER CONSUMPTION:
2013 TARGET
Complete at least 90% of the actions contained in our
2013 operational water use reduction plan.
2013 TARGET PARTIALLY ACHIEVED
81% of actions were complete.
WATER QUALITY:
2013 TARGET
Develop and promote a Code of Practice and Polluter Pays
process aimed at preventing or minimising aireld incidents that
pose a risk to local water quality.
A Pollution Prevention Code of Practice has been
developed with the Heathrow Sustainability Partnership,
and is being rolled out across the airport. The Polluter Pays
process is in development and expected to be complete by
the end of 2014.
2014 TARGET
Complete at least 90% of the actions contained in our
2014 operational water use reduction plan.
2020 GOAL
Reduce water consumption per passenger by 2020.
2014 TARGET
Deliver the 2014 phase of the pollution prevention control
system investment programme to manage aircraft and aireld
de-icing uids to the satisfaction of the Environment Agency.
2020 GOAL
No airport water incidents affecting local rivers and lakes.
BIODIVERSITY:
2013 TARGET
Retain the Biodiversity Benchmark Award in 2013.
This year, we achieved the Biodiversity Benchmark
for the sixth year in a row.
2014 TARGET
Retain the Biodiversity Benchmark Award for existing sites and
achieve the award for the new Princes Lake site.
2020 GOAL
Work with partners to retain the Wildlife Trust
Biodiversity Benchmark.
11
Mayeld Farm
Designed to treat de-icer coming from the
airport using natural processes, Mayeld Farm
is a leading edgewater treatment facility that
removes around seven tonnes of organic pollution
from the airports surface run off each year.
The water containing de-icer from the aireld
is sent to a set of reedbeds where naturally
occurring bacteria can break down around
95% of the de-icer, leaving clean water that
can be released back into local watercourses.
As well as its biodiversity benets, the system is much lower in energy
consumption compared to the concrete structures previously used,
making it cleaner and cheaper to run.
95
%
de-icer
treated
Monitoring invertebrates
at Clockhouse Lane Pit
SAFETY
Keeping everyone safe is one of our values and always
our rst concern. Looking after everyone at Heathrow
is critical to being a responsible business and to
running our airport efciently.
For more detail on how were addressing
safety at Heathrow, go to: heathrow.com/
responsibleheathrow/safety
Employee lost time injuries per 100,000 hours worked 0.45 0.73 0.40
Employee reportable accidents per 100,000 hours worked 0.13 0.17 0.11
Construction reportable accidents per 100,000 hours worked 0.16 0.09 0.04
Passenger accidents within Heathrows control per 100,000 passengers
1
0.91 0.97 0.66
OUR COMMITMENT
ENSURE THAT NOBODY AT THE AIRPORT IS AFFECTED BY ACCIDENT, ILLNESS OR INJURY.
2013 TARGET
Reduce Lost Time Injuries to 0.70 or less
per 100,000 hours worked.
Lost Time Injuries per 100,000 hours
worked reduced to 0.40 in 2013.
Since launching the Heathrow Safe.
It starts with all of us campaign in
2013, engagement in health and safety
has improved signicantly, with employees
saying they feel safe in doing their job
(91% in Pulse survey) and submitting more
near-miss cards.
2014 TARGET
No more than 0.57 Lost Time Injuries per
100,000 hours worked.
2020 GOAL
At least 10% annual reduction in
employee and passenger injuries.
LOOKING AFTER PASSENGERS AND OUR PEOPLE
H
e
a
t
h
r
o
w
2
020
R
e
s
p
o
n
s
ib
le
T
o

&

f
r
o
m
Our
ex
p
e
r
i
e
n
c
e
P
a
s
s
e
n
g
e
r
t
h
e

a
i
r
p
o
r
t
peop
le
S
a
f
e
t
y
H
e
a
t
h
r
o
w
2
020
R
e
s
p
o
n
s
ib
le
T
o

&

f
r
o
m
Our
ex
p
e
r
i
e
n
c
e
P
a
s
s
e
n
g
e
r
t
h
e

a
i
r
p
o
r
t
peop
le
S
a
f
e
t
y
H
e
a
t
h
r
o
w
2
020
R
e
s
p
o
n
s
ib
le
T
o

&

f
r
o
m
Our
ex
p
e
r
i
e
n
c
e
P
a
s
s
e
n
g
e
r
t
h
e

a
i
r
p
o
r
t
peop
le
S
a
f
e
t
y
H
e
a
t
h
r
o
w
2
020
R
e
s
p
o
n
s
ib
le
T
o

&

f
r
o
m
Our
ex
p
e
r
i
e
n
c
e
P
a
s
s
e
n
g
e
r
t
h
e

a
i
r
p
o
r
t
peop
le
S
a
f
e
t
y
Looking after
passengers and
our people
Looking after
passengers and
our people
Looking after
passengers and
our people
Looking after
passengers and
our people
It starts with all of us.
With approximately 1,330 aircraft movements a day,
25,000 vehicles and 80,000 staff on site its essential
that we communicate and embrace a safe culture.
We all have a responsibility to identify and report
potential hazards. We can only maintain a safe
environment through the combined efforts of
everyone on site practising a Just Safety Culture.
Derek Provan // Director of Airside Operations
Making Every Journey Better
Making every journey better for our passengers is our purpose. Heathrows
Making Every Journey Better programme invites all colleagues to suggest
and implement improvements to make a difference for our passengers
from providing sign language guidance to all our passenger facing staff to
helping us better interpret customer feedback.
Roadshows and newsletters make sure Improvements are spread
throughout the airport so that all our passengers can benet from
our employees innovative ideas.
Making Every Journey Better is evidence that lots of
small improvements do add up to major change.
Kevin Rendle //
Heathrow Head of Continuous Improvement
Making safety personal
Safety is one of our core values at Heathrow.
We are committed to safeguarding the
wellbeing of our people, partners, passengers
and members of the public, so its important
that whether they work airside, in the terminals
or in an ofce environment, our employees
understand the role they play in making sure
everyone goes home safely every day.
The Heathrow Safe. It starts with all of us campaign homes in on making
safety everyones responsibility. Using real employees in a range of airport
roles, the campaign highlights how to support each other to sustain a safe
working and travelling environment.
13
OUR PEOPLE
The skills, enthusiasm and dedication of our people
are key to providing passengers with an excellent
experience. Thats why its important that our people
feel Heathrow is a great place to work. We support
our people so they can care for others, maintaining
a positive, supportive and safe working environment,
providing excellent conditions of employment
and rewarding their hard work.
For more detail on what were doing to support
our people at Heathrow, go to: heathrow.com/
responsibleheathrow/ourpeople
% positive employee survey response
I would recommend Heathrow to a friend looking for a job
64 64
Ratio of male:female employees 61:39 60:40 60:40
Employees from non-white ethnic backgrounds (%) 38.8 34.3 37.0
Absence rate (average days/annum) 11.07 9.72 9.48
% gender split of employees in senior positions
1
NEW MEASURE
M 72.3
F 27.7
% new recruits from the local community
2
NEW MEASURE 24
% staff completed employee engagement survey 60 69 86
Heathrow Star Awards Scheme delivered
3
Yes Yes Yes
% staff receiving performance reviews 99 99 99
Investment in training/coaching (K) 2,294 2,965 4,042
Permanent employee turnover (%) 5 6.3 7
External recruits 466 346 402
Active members in pension scheme 5021 5814 6054
OUR COMMITMENT MAKE HEATHROW A GREAT PLACE TO WORK.
2013 TARGET
Reduce absenteeism to an average of
7.5 days per employee.
Absence continues to be a primary
focus for us and in 2013 we took a
number of tactical steps including
revision of our absence policies

with the Trade Unions and the re-launch
of the occupational health contract,
focusing on supporting individuals back
to work and training for managers.
2014 TARGET
Reduce absenteeism to an average of
7.5 days per employee.
2020 GOAL
75% of our employees say
Heathrow is a great place to work.
H
e
a
t
h
r
o
w
2
020
R
e
s
p
o
n
s
ib
le
T
o

&

f
r
o
m
Our
ex
p
e
r
i
e
n
c
e
P
a
s
s
e
n
g
e
r
t
h
e

a
i
r
p
o
r
t
peop
le
S
a
f
e
t
y
H
e
a
t
h
r
o
w
2
020
R
e
s
p
o
n
s
ib
le
T
o

&

f
r
o
m
Our
ex
p
e
r
i
e
n
c
e
P
a
s
s
e
n
g
e
r
t
h
e

a
i
r
p
o
r
t
peop
le
S
a
f
e
t
y
H
e
a
t
h
r
o
w
2
020
R
e
s
p
o
n
s
ib
le
T
o

&

f
r
o
m
Our
ex
p
e
r
i
e
n
c
e
P
a
s
s
e
n
g
e
r
t
h
e

a
i
r
p
o
r
t
peop
le
S
a
f
e
t
y
H
e
a
t
h
r
o
w
2
020
R
e
s
p
o
n
s
ib
le
T
o

&

f
r
o
m
Our
ex
p
e
r
i
e
n
c
e
P
a
s
s
e
n
g
e
r
t
h
e

a
i
r
p
o
r
t
peop
le
S
a
f
e
t
y
Looking after
passengers and
our people
Looking after
passengers and
our people
Looking after
passengers and
our people
Looking after
passengers and
our people
Heathrow Safe
It starts with
all of us
H
e
a
t
h
r
o
w
2
020
R
e
s
p
o
n
s
ib
le
T
o

&

f
r
o
m
Our
ex
p
e
r
i
e
n
c
e
P
a
s
s
e
n
g
e
r
t
h
e

a
i
r
p
o
r
t
peop
le
S
a
f
e
t
y
H
e
a
t
h
r
o
w
2
020
R
e
s
p
o
n
s
ib
le
T
o

&

f
r
o
m
Our
ex
p
e
r
i
e
n
c
e
P
a
s
s
e
n
g
e
r
t
h
e

a
i
r
p
o
r
t
peop
le
S
a
f
e
t
y
H
e
a
t
h
r
o
w
2
020
R
e
s
p
o
n
s
ib
le
T
o

&

f
r
o
m
Our
ex
p
e
r
i
e
n
c
e
P
a
s
s
e
n
g
e
r
t
h
e

a
i
r
p
o
r
t
peop
le
S
a
f
e
t
y
H
e
a
t
h
r
o
w
2
020
R
e
s
p
o
n
s
ib
le
T
o

&

f
r
o
m
Our
ex
p
e
r
i
e
n
c
e
P
a
s
s
e
n
g
e
r
t
h
e

a
i
r
p
o
r
t
peop
le
S
a
f
e
t
y
Looking after
passengers and
our people
Looking after
passengers and
our people
Looking after
passengers and
our people
Looking after
passengers and
our people
TO AND FROM THE AIRPORT
Heathrows surface access network connects people
and freight to Heathrow, supporting its role as the
UKs only hub airport. It generates economic growth
by helping UK businesses connect with the existing
and emerging markets. Enhancing and promoting
sustainable modes of surface access brings benets for
passengers, the airport and society, while minimising
environmental impacts.
For more detail on our sustainable transport
plan, go to: heathrow.com/responsibleheathrow/
toandfromtheairport
No. passengers using public transport (million) 18.88 17.93 18.07
Passengers using public transport to and from Heathrow (%) 41.10 40.80 40.60
ASQ satisfaction with overall ground transportation 3.9 4.0 3.9
Number of employees car sharing
1
1,891 2,562 2,214
Number of employee members of the Heathrow Cycle Hub 620 1572 2100
Number passenger journeys using the Heathrow Pods
2
161,487 259,611 265,582
OUR COMMITMENT CONTINUOUSLY ATTRACT MORE PASSENGERS AND EMPLOYEES
TO USE PUBLIC AND SUSTAINABLE MODES OF TRANSPORT TO AND FROM THE AIRPORT.
2014 TARGET
To complete at least 90% of the actions contained
in our Sustainable Transport Plan.
2020 GOAL
750,000 additional passengers per year use public
transport to access the airport.
PASSENGER EXPERIENCE
Heathrows vision is to be the UKs direct connection
to the world and Europes hub of choice. Our purpose
is to make every journey better and our passenger
principles and services ensure that passenger interests
are at the heart of everything we do.
For more detail on how were improving passenger
experience at Heathrow, go to: heathrow.com/
responsibleheathrow/passengerexperience
Passengers rating their overall departure very good or excellent (%) 70 73 75
ASQ satisfaction with ambience
1
3.71 3.75 3.83
ASQ satisfaction with courtesy and helpfulness of airport staff 4.03 4.08 4.13
Flight punctuality (%)
2
79.21 77.94 77.20
OUR COMMITMENT ENSURE THAT A GREAT PASSENGER EXPERIENCE IS AT THE HEART
OF EVERYTHING WE DO TO MAKE EVERY JOURNEY BETTER.
2013 TARGET
Achieve an overall ASQ rating 3.9 (Excellent or Very Good).
Overall rating from passengers in 2013 was 3.97.
2014 TARGET
Retain overall ASQ rating of 3.97 (Excellent or Very Good).
2020 GOAL
80% of passengers rating their overall experience with
Heathrow as either Excellent or Very Good.
Getting from Plane-Door to Front-Door Responsibly
Getting off the plane at Heathrow doesnt mean the end of your journey.
To help passengers make smarter, more sustainable travel choices all the way
home, weve upgraded onward travel information at Terminal 5.
Large digital screens now show clear network maps, purchase points, directions
to platforms and the quickest and cheapest route by mode of transport.
This is helping us achieve our commitment to increase passengers using
public transport to access the airport.
H
e
a
t
h
r
o
w
2
020
R
e
s
p
o
n
s
ib
le
T
o

&

f
r
o
m
Our
ex
p
e
r
i
e
n
c
e
P
a
s
s
e
n
g
e
r
t
h
e

a
i
r
p
o
r
t
peop
le
S
a
f
e
t
y
H
e
a
t
h
r
o
w
2
020
R
e
s
p
o
n
s
ib
le
T
o

&

f
r
o
m
Our
ex
p
e
r
i
e
n
c
e
P
a
s
s
e
n
g
e
r
t
h
e

a
i
r
p
o
r
t
peop
le
S
a
f
e
t
y
H
e
a
t
h
r
o
w
2
020
R
e
s
p
o
n
s
ib
le
T
o

&

f
r
o
m
Our
ex
p
e
r
i
e
n
c
e
P
a
s
s
e
n
g
e
r
t
h
e

a
i
r
p
o
r
t
peop
le
S
a
f
e
t
y
H
e
a
t
h
r
o
w
2
020
R
e
s
p
o
n
s
ib
le
T
o

&

f
r
o
m
Our
ex
p
e
r
i
e
n
c
e
P
a
s
s
e
n
g
e
r
t
h
e

a
i
r
p
o
r
t
peop
le
S
a
f
e
t
y
Looking after
passengers and
our people
Looking after
passengers and
our people
Looking after
passengers and
our people
Looking after
passengers and
our people
19
Fun for all the family
Air travel can sometimes feel long and
tedious for small children. Our play areas
are designed to allow children to burn
off some energy before they have to
sit still on a ight, and create a holiday
atmosphere for families.
In 2013, Heathrows Stay & Play areas,
featuring slides, tunnels and soft foam
shapes were recognised by the Mumsnet
online community, and picked up an
innovation award at Mumsnets Family
Friendly Awards.
15
Our family-friendly approach eases stress on parents by introducing
family lanes in security, as well as roaming arts and crafts for the kids,
who can also enjoy story time and activities as part of Stay & Play.
Carol Stokes // Heathrows Head of Passenger Experience
LOCAL JOBS AND COMMUNITY INVESTMENT
Heathrow is committed to supporting sustainable
economic growth in the communities surrounding the
airport. We understand that investing in education,
employment & skills and business development will
help us achieve our commitment, so were working
with partners to deliver programmes in each of
these areas.
For more detail on how we are supporting local
economies and our communities at Heathrow,
go to: heathrow.com/responsibleheathrow/
localjobsandcommunityinvestment
SUPPORTING ECONOMIC GROWTH AND
INVESTING IN OUR COMMUNITIES
H
e
a
t
h
r
o
w
2
020
R
e
s
p
o
n
s
ib
le
N
a
t
i
o
n
a
l e
conom
ic
i
n
v
e
s
t
m
e
n
t
L
o
c
a
l

a
n
d

c
o
m
m
u
n
i
t
y
d
e
v
e
lo
p
ment
H
e
a
t
h
r
o
w
2
020
R
e
s
p
o
n
s
ib
le
N
a
t
i
o
n
a
l e
conom
ic
i
n
v
e
s
t
m
e
n
t
L
o
c
a
l

a
n
d

c
o
m
m
u
n
i
t
y
d
e
v
e
lo
p
ment
Supporting
economic growth
and investing in
communities
Supporting
economic growth
and investing in
communities
Heathrow employees living in 5 local boroughs
1
31,300 31,300 35,297
Employed residents of 5 local boroughs working at Heathrow (%)
1
6 6 7
Heathrow employees living in 5 local boroughs (%)
1
43 43 53
Academy job outcomes 440 432 525
Academy training outcomes
2
108 91 1,007
Employer exhibitors attending Heathrow Career Fair 20 18 34
Attendees (schools and colleges) attending Heathrow Careers Fair
3
412 589 5,399
No. of children receiving primary & secondary challenge 5,100 3,483 5,319
Number of businesses participating in Heathrow Business Summit
4
93 45 34
Suppliers from 5 local boroughs attending
Heathrow Business Summit event
156 225 136
Estimated value of business generated through Heathrow Business
Summit event ( million)
16.2 1.24 11.6
Heathrow voluntary investment in Local Business Support projects

()
5
177,120 95,791 124,910
Heathrow employees volunteering in community projects at Heathrow
(volunteer hours)
6
NEW MEASURE
493
(May Dec)
Heathrow investment in Heathrow Community Fund () 637,000 376,000 750,000
Heathrow investment in Hillingdon Community Trust (m)
7
1 1 1
Heathrow investment in community as a result of legal obligations

()
8
309,000 419,000 150,000
Third party funds raised through passenger coin collections () 133,829 190,531 164,324
Heathrow donation to Charity of the Year

()
9
93,171 15,969 30,112
Third party funds raised through noise nes

() 43,000 37,500 27,000
Heathrow Community Trust
The Willow Tree Centre in Hillingdon received grants of 25,000 in both 2012 and 2013
to help build new volunteer and maintenance facilities. Volunteers, including staff from
Heathrow, maintain 15 acres of woodland, reed beds and meadow with the centre providing
outdoor activity facilities for children.
We are indebted to Heathrow Airport, its Community Fund and its employees for their
support and belief in what we are doing for the 14,000 young people, of all abilities, who
use our Centre every year. The grant is going to help maintain the Centres high standards
by expanding various environmental works and contributing towards maintenance.
Dawn Palmer // Willow Tree Management
OUR COMMITMENT SUPPORT THE ECONOMIC PROSPERITY OF THE COMMUNITIES SURROUNDING THE AIRPORT.
2020 GOAL
50% of employees at Heathrow are from the local area.
15
acres
Connecting local businesses to growth
Heathrow opened its doors to 150 SMEs bidding
for contracts with the UKs only hub airport at its
Business Summit in 2013. Originally conceived
17 years ago to connect Heathrow with SMEs
via new business opportunities, the Heathrow
Business Summit gives local companies and SMEs
an opportunity to win contracts with Heathrow,
through its supply chain, around the airport
and across the world.
Over 410 businesses operate on the airport and
many more, including two thirds of the UKs top
300 companies, have set up close by to benet
from the airports operations.
Having a contract with Heathrow has given clients
the condence that we can complete the very
highest prole, technically challenging, projects.
Its allowed us to grow to such an extent that we
have become the worlds number one in the eld
of intelligent lighting control.
Graham Boeler // CEO for Andromeda
NATIONAL ECONOMY
The UK is in a global race for trade, jobs and economic
growth. Heathrow is the UKs only international hub
airport providing connectivity with global markets,
creating economic growth for the UK.
For more detail on how we are supporting the
national economy at Heathrow, go to: heathrow.com/
responsibleheathrow/nationaleconomy
Heathrows annual contribution to the UK economy (GVA) (bn) NEW MEASURE 6.36 6.58
Average aircraft size (no. seats)
1
NEW MEASURE 197 202.8
Heathrow ights operated by next generation aircraft (%)
2
NEW MEASURE 1 2.3
Number of long haul seats (m)
3
NEW MEASURE 44.1 45
Passengers to emerging markets (%)
4
NEW MEASURE 25 25
H
e
a
t
h
r
o
w
2
020
R
e
s
p
o
n
s
ib
le
N
a
t
i
o
n
a
l e
conom
ic
i
n
v
e
s
t
m
e
n
t
L
o
c
a
l

a
n
d

c
o
m
m
u
n
i
t
y
d
e
v
e
lo
p
ment
H
e
a
t
h
r
o
w
2
020
R
e
s
p
o
n
s
ib
le
N
a
t
i
o
n
a
l e
conom
ic
i
n
v
e
s
t
m
e
n
t
L
o
c
a
l

a
n
d

c
o
m
m
u
n
i
t
y
d
e
v
e
lo
p
ment
Supporting
economic growth
and investing in
communities
Supporting
economic growth
and investing in
communities
OUR COMMITMENT ENHANCE THE REGIONAL AND NATIONAL ECONOMIC BENEFITS OF HEATHROW.
2013 TARGET
75% of the UK public agree that Heathrow is important to
the UK economy.
An independent survey to assess public perception of the
airport revealed that 75% of the UK resident respondents
agree that Heathrow is important to the UK economy.
2014 TARGET
77% of the UK public agree that Heathrow is important to
the UK economy.
2020 GOAL
500m increase in Heathrows annual contribution to
the UK economy (GVA) to 6.9bn.
Willow Tree Centre
Heathrow Community Fund
FOOTNOTES
COMPANY INFORMATION
1
Source: Heathrow Airport Limited (HAL) audited
annual accounts.
2
Earnings before interest and tax.
3
Figure for Heathrow payroll as at 31 December 2012.
4
Includes routes that are operated at least 52 times
per year.
5
Heathrow undertakes research into passenger experience
at Heathrow using a Quality Service Monitor (QSM)
survey. Around 37,000 passengers participate in the survey
each year, which rates specic elements relating to the
departure and arrival experience. The rating is based on
a scale with 1 = very poor, 5 = excellent.
NOISE
1
The International Civil Aviation Organization (ICAO)
sets progressively tighter certications for civil aircraft,
with performance standards described as Chapters.
ICAO requires that aircraft manufactured from 2006
onward must meet the requirements of the Chapter 4
noise standard. For noise charging purposes we have
sub-divided Chapter 4 aircraft into High, Base and
Low categories and make higher charges for the
noisier aircraft.
2
See Footnote 1 for denition of Chapter. Within the
broader Chapters, aircraft are referred to as Chapter 3
high and minus to reect aircraft at the top and bottom
end of the Chapter 3 standard noise range.
3
Continuous Descent Approach (CDA) is designed to reduce
fuel consumption and noise by maintaining a constant 3
descent angle during the approach to the runway before
landing, rather than a traditional stepped approach.
4
The Government has set noise controls on night ights at
Heathrow. Between 2330 and 0600, aircraft movements
are limited to a specic number and noise level.
5
Measurement commenced 2013. We wrote to 2,326
properties in total.
6
Runway alternation provides communities with
predictable periods of relief from aircraft noise.
7
During the summer of 2012 we received a signicant
increase in aircraft noise complaints. There were a number
of reasons for this including the second phase of the
Operational Freedoms trial which started on 1 July 2012
and ran until 28 February 2013. The trial is exploring how
certain procedures could be used to help reduce delays
at Heathrow. Of the total number of complaints 27.62%
were from the top ve complainants, 38.43% from the
top 10 and 51.81% from the top 25 complainants.
LOCAL AIR POLLUTION
1
The International Civil Aviation Organizations Committee
on Environmental Protection (CAEP) regularly tightens
aircraft engine emissions standards to take technological
advances into consideration. The current standard,
CAEP/6, came into force in 2008 and requires 12% lower
NOX emissions that its predecessor, CAEP/4.
2
Heathrow sets limits for the use of APUs (Auxiliary Power
Units or on-board engines) when aircraft are on the
ground, to manage emissions. To reduce the need for
APUs, 90% of aircraft stands are tted with electricity
connections and 20% provide pre-conditioned air.
3
On the whole, aircraft emissions are on a downward trend
from a 2008/9 baseline. We updated our methodology in
2013 to provide more accurate data.
4
Relates to 2011 2020 action plan.
5
Available in summer 2014.
CLIMATE CHANGE
1
Carbon dioxide equivalent.
2
Includes electricity consumption, gas, gasoil and
biomass consumption in boilers; also includes Heathrow
Express Depot electricity and gas consumption, but
NOT traction energy.
3
Calculated from xed asset energy using DEFRA/DECC
CarbonSmart emissions factors for the relevant year.
Emissions factor for grid electricity has reduced, which
explains the very small increase in CO2 emissions compared
to increase in energy use.
4
Travel to work and business travel.
5
This covers HAL owned vehicles, or those where there is a
dened service relationship where HAL is responsible for
fuel purchase.
6
Known as the Landing and Take Off cycle, includes
approach & landing, take-off & climb, taxiing, ground
holding and APU use.
7
Airports Council International (ACI) Europe is the
European trade body for airports. ACIs Airport Carbon
Accreditation is an independent, voluntary programme
which assesses and recognises participating airports
efforts to manage and reduce their CO2 emissions. Level
3 Optimisation is the the highest level of performance
achievable without offsetting emissions.
8
Emissions from refrigerants, fuel consumption in
utilities and company owned/leased operational
vehicles/equipment.
9
Emissions from electricity consumption, including
Heathrow Express depot.
10
Emissions from aircraft in the Landing and Take Off
cycle (as dened by the International Civil Aviation
Organization (ICAO)), passenger and staff travel to
and from the airport, third party operational vehicles
and equipment, HAL employee business travel, waste
management, water supply and treatment.
11
HAL controls CO2e performance at Heathrow by
directly managing emissions within its operational
and nancial control. Includes emissions from electricity
fuel consumption in utilities, HAL owned/ leased
vehicles and refrigerants.
12
HAL guides CO2e performance at Heathrow by agreeing
with airport companies and staff the policies, standards
and operating procedures used to manage emissions
within and close to the airport boundary. Includes
emissions from airport staff travel, aircraft on the ground,
third party operational vehicles, waste management
and water supply and treatment.
13
HAL inuences CO2e performance at and beyond
Heathrow by engaging with airport stakeholders to
develop and promote solutions to managing emissions.
Includes emissions from passenger travel to and from
the airport and aircraft taking-off and landing.
WASTE
1
The waste data included in our report relates to waste
generated by Heathrow Airport Ltds activities and waste
from tenants, retailers, contractors and others that use the
Heathrow waste collection service. Our research suggests
this equates to approximately 1/4 of the total waste
generated by airport activities. The remaining waste is
either generated off-airport, is construction/demolition
waste which is reported separately, or it is otherwise
managed outside of the Heathrow contract.
2
Waste to landll increased between 2011 and 2013 due
to a change in processing procedures for certain waste
streams. Elected waste streams, that were previously
being sent to incineration, are now being sorted to
extract more recyclable waste, with the remaining waste
either turned into refuse derived fuel, or sent to landll.
More recently, a waste stream that was previously
landlled is now recycled.
3
Does not include demolition or excavation waste.
Refers to waste recycled and sent to recovery.
WATER AND BIODIVERSITY
1
Terminal 5 rainwater harvesting was not operational
during 2012 and 2013 as upgrades to the water treatment
system are being undertaken to improve the quality for
grey water before use within the terminal.
2
Total use for both T5 boreholes.
3
The Biological Monitoring Working Party score gives a
score to a range of invertebrates, depending on their
tolerance to pollution. This can tell us the biological
water quality of a body of water. >150 indicates very
good quality, 101 150 good, 51 100 fair, 16 50 fair,
0 15 poor. In 2012, River Crane scores were affected
by a pollution incident not linked to Heathrow Airport,
upstream of the airport discharge point into the river.
4
Heathrow rst achieved the biodiversity benchmark
in 2003 and remains the only airport to achieve
the benchmark.
SAFETY
1
Deemed to be attributable to a Heathrow process, person
or asset.
OUR PEOPLE
1
Senior positions are those in ASM positions or
above (managerial).
2
Local community refers to recruits from the ve boroughs
surrounding the airport: Hounslow, Hillingdon, Slough,
Spelthorne and Ealing.
3
Heathrow Star awards are Heathrows employee
recognition awards. They aim to recognise individual
acts, which help Heathrow achieve its mission of
making every journey better.
PASSENGER EXPERIENCE
1
Source: Airports Council International. The Airport Service
Quality (ASQ) Survey is the worlds leading independent
airport customer satisfaction benchmark programme.
2
Departure punctuality is measured as % of ights
departing within 15 minutes of their scheduled
departure time.
TO AND FROM THE AIRPORT
1
Active members of the Heathrow Carshare Scheme.
2
Heathrow Pods are on-demand, driverless electric vehicles
providing transport for passengers between the business
car park and Terminal 5. The pods reduce the number of
bus journeys and therefore emissions around the airport.
LOCAL JOBS AND
COMMUNITY INVESTMENT
1
The Heathrow employment survey is undertaken every
ve years. Figures for 2011 and 2012 are taken from the
2011 interim employment survey.
2
Training outcomes in years prior to 2013 included
apprenticeship and NVQs. From 2013, this also included
pre-employment training provided through the
Heathrow Academy.
3
Figures for 2011 and 2012 include students attending
the Fair. Figures for 2013 include the total number of
attendees from schools and colleges attending the Fair.
4
Figures for 2011 and 2012 refer to the previous Meet
the Buyer event, which was upgraded in 2013 to the
Heathrow Business Summit.
5
Business Support is focused on the ve local boroughs
and includes membership of chambers of commerce and
sponsorship of events.
6
In 2013, Heathrow revised its approach to calculating
employees time spent volunteering. In the interest of
consistency, hours will be reported from 2013 onwards.
7
Hillingdon Community Trust is a local grant-making trust
funding voluntary and community projects and activities
in the London Borough of Hillingdon funded by Heathrow
Airport Ltd.
8
Relates to Section 106 planning requirements for the
development of Terminals 5 and 2. Amount reduced in
2013 as requirements for T5 came to an end.
9
Charity of the Year in 2013 was Oxfam.
NATIONAL ECONOMY
1
Operating larger aircraft that can carry more passengers
at a time enables Heathrow to continue to operate one
of the most efcient hubs in the world.
2
Next generation aircraft including B787 and A380.
3
Flights further than Europe/North Africa.
4
Passengers to emerging markets (non Organisation for
Economic Co-operation and Development member).
Heathrow Airport Limited V1 May 2014
OUR APPROACH TO RESPONSIBLE BUSINESS WAS RECOGNISED IN 2013
Heathrow was
awarded Champion
of Champions in the
Green Apple Awards
for Environmental Best
Practice and Sustainable
Development, thanks to
initiatives including the
innovative Heathrow
Pods, and our carbon
reduction, renewable
energy and sustainable
transport strategies.
Heathrows
Terminal 2, our most
sustainable terminal
yet, was awarded the
Sustainability Leaders
Award for most
sustainable private
sector building.
Heathrows commitment
to responsible business
was recognised
in Business in the
Communitys annual
benchmark, the
Corporate Responsibility
Index (CR Index) and
was the only airport
business to be included
in the top 10, achieving
four stars out of ve.
For the fourth year
running, Heathrow
achieved Level 3
Optimisation by Airport
Carbon Accreditation,
the carbon management
certication standard
for airports in Europe,
Asia-Pacic and Africa.
This is the highest
level of performance
achievable without
offsetting emissions.
Recognising a commitment
to biodiversity management,
Heathrow was awarded the
Wildlife Trust Biodiversity
Benchmark for the sixth
year in a row.

Responsible Heathrow Summary 2013

Uploaded by

Document Information

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Responsible Heathrow Summary 2013

Uploaded by

Copyright:

Available Formats

2013 SUSTAINABILITY PERFORMANCE SUMMARY

You might also like