Heathrow Airport (HAL) is one of the busiest airports in the world, handling over 75 million passengers per year. It is a ‘hub airport’ - one where airlines concentrate passenger traffic and routes to make their network of flights operate more efficiently.
Under the Civil Aviation Act 2012, the CAA regulates Heathrow’s operations because it considers that the airport has substantial market power that justifies detailed economic regulation.
Passengers passing through Heathrow pay a charge. This charge, separate from other taxes and charges such as the Air Passenger Duty, is bundled into airfares and passed on to Heathrow by the airline on behalf of the passenger.
The charge the passenger pays to use Heathrow is decided by the regulator (the CAA), after consultation with the airport and the airlines, and is currently about £21 per passenger.
The charge Heathrow levies on each passenger is subject to a regular review, normally every five years. The outcome of the current review, dubbed H7, will likely set a new charge from 2020.
In order to strengthen the link between consumer outcomes and priorities and the regulation of Heathrow, the H7 Consumer Challenge Board (CCB) was established by the CAA in partnership with HAL and the airlines that currently use Heathrow (the “Heathrow Airline Community”).
The CCB’s role is to scrutinise and challenge Heathrow’s business plans to ensure it has taken account of current and future passengers’ priorities. Its primary task is to ensure that Heathrow’s business plan going forward from 2020 is informed by, and grounded
in, high quality consumer engagement.
Jeff's executive career was in CEO/ MD roles with consumer-facing companies such as Fox's Biscuits/ Northern Foods, First Milk, and Bernard Matthews. His background was in consumer marketing roles with leading international businesses such as Mars, and Colgate. He now has a number of non-executive Chair and Non-Executive Director roles, which span private, public, and third sector organisations. Of particular relevance to the CCB, he is Chair of Transport Focus, the consumer watchdog for public transport and England's highways, and Chair of Anglian Water's Customer Engagement Forum, which has a similar brief, in the water sector, to that of the CCB in respect of HAL.
David has twenty years' experience of advising at the highest level on the insight and implementation of market research data to solve business problems, having been involved in over 500 such research studies across a wide variety of business areas. He holds a PhD in Transport Economics, specialising in understanding consumer behaviour, priorities and sensitivities to changes in provision of services.
Isabel is a transport user champion with long experience investing in transport infrastructure, especially airports. She previously invested in airports in the UK, Asia Pacific, and the Americas while working with leading international airports as an executive and board member. Isabel is currently on the board of Pensions Infrastructure Platform, formed by UK pension schemes to invest in UK infrastructure. She is a board member of Transport Focus, the consumer watchdog for public transport and England's highways.
Trisha is also a member of the CAA Consumer Panel and has outstanding consumer advocacy and engagement experience. She is currently a Non-Executive Director of NHS Greater Glasgow and Clyde, which is Scotland's largest Health Authority and through this she is Chair of the Glasgow City Health and Social Care Partnership Board. Trisha is a Non-Executive Director of Northern Ireland Water and has also been recently appointed as a member of the ORR Consumer Panel. Based in Scotland, Trisha brings an important perspective from outside of the South East of the UK.
Jayne brings excellent experience of a variety of regulated sectors. She is currently a panel member of the Competition and Markets Authority, a Non-Executive Director of the Marine Management Association, Chair of the Audit Committee of the Registers of Scotland and also of the Private Healthcare Information Network. She is a former Non-Executive Director and Chair of the Audit Committee at Ofgem and a former member of the Audit Committee for the Department of Energy and Climate Change. Based in Perth, Scotland, Jayne also brings a perspective from outside the South East.
Claire has extensive consumer advocacy and engagement experience. She is currently a member of a number of bodies including: the Ofgem Stakeholder Engagement and Consumer Vulnerability Panel; the Finance and Leasing Association Disciplinary Panel; the Advertising Advisory Committee; and the Money Advice Trust Board. She has recently been appointed to the Office of Rail and Road (ORR) Consumer Panel and is also a member of the CAA's Consumer Panel - bringing specific aviation knowledge and experience to the role.
JH, IL, DH, JS, TM, CW
Current Status of Consumer Engagement
Consumer Engagement Strategy feedback (Horizon quarterly report and Airport Choice brief)
BA's view on:
1. Development priorities for H7 and the consumer engagement evidence to support BA's priorities.
2. Aspects of SQRB BA see as important to go forward into H7 and what consumer engagement evidence BA have in support.
3. Discuss draft Interim report and Challenge Log
4. Views on approaches to R3, including affordability getting defined as keeping charges flat and how that might be achieved, and alternative developers.
5. Resilience - views on how operational changes or investment can improve resilience.
IL, DH, JS, TM, CW, AB
Preliminary outcomes and measures, expansion workshops results and actions and Current status of work package feedback.
JH, CW, DH, AB
Consumer Challenge Board Secretariat - Claudette Williams
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