Heathrow Airport
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.
The Passenger Pays
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.
Determining the passenger charge
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.
Review of the charge
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.
The Consumer Challenge Board
The CCB was established in 2017 by the CAA in partnership with HAL and the Heathrow airline community to strengthen the link between consumer outcomes and priorities and the regulation of HAL for the H7 price control review, in line with the CAA’s statutory duty to consumers(*). The CCB’s role was to act as an independent advisory body (**) to help ensure that HAL’s business planning and approach to Outcomes-Based Regulation (OBR) is driven by a robust understanding of what consumers value.
* Note: Under the Civil Aviation Act 2012, the CAA has a general duty to further the interests of users of consumers regarding the range, availability, continuity, cost and quality of airport operation service.
** Note: The CCB is a non-executive independent group. Members bring senior experience in a wide variety of relevant fields, including consumer representation and advocacy, consumer research, economic and regulatory affairs, competition policy, international airport infrastructure development, and the leadership of consumer facing businesses.
The CCB’s work
During 2017- early 2020, the CCB provided independent scrutiny and challenge to HAL on the consumer research and engagement it undertook to inform its business plan and approach to OBR (outcomes, measures, targets and incentives). It also engaged closely with the airline community and other stakeholders. During this time the CCB delivered a number of outputs, details of which can be found below. These include:
- Response to HAL's Consumer Research and Engagement Strategy
- Principles of good consumer engagement
- Consumer engagement with vulnerable consumers and PRMs
- The CCB's report on HAL's expansion masterplan
- A number of challenge logs
- Report on HAL's Initial Business Plan
Impact of latest developments
The CAA considers that the Court of Appeal's decision on Heathrow expansion and the severe financial impact of Covid-19 have led to a material change in circumstance in respect of the CCB's future role. Due to the extraordinary circumstances and challenges facing the aviation industry at this time, after due consideration and discussions with the CCB and industry stakeholders the CAA has reached a decision to conclude the CCB's work. The CAA will be exploring alternative approaches in continuing to ensure consumers' interests remains at the heart of its regulatory work for H7, building on the CCB's important work and best regulatory practice and in particular the CCB's report on HAL's Initial Business Plan.
The CAA's recent April 2020 consultation discusses the impact of these developments on its H7 economic regulatory work programme. The CAA is exploring alternative approaches to ensure consumers' interests remain at the heart of its regulatory work in H7 pursuant to its statutory duty to consumers and will set out its views in its June 2020 consultation.
The CAA recognises the CCB's important and valuable contribution to the H7 price control review. The CAA considers the CCB has helped progress cultural change in HAL's approach to consumer engagement and it will be important that this is maintained and built on and the issues identified in the CCB's report on the Initial Business Plan are addressed (to the extent that they remain relevant to the new circumstances that the sector is experiencing). The CCB's excellent work has given the CAA a strong platform to build on in considering how to adapt its regulatory approach to meet the challenges presented by the Court of Appeal's decision on Heathrow expansion and Covid-19. The CAA is clear that consumers remain at the heart of its work in H7. In building on the CCB's work, it is important that HAL continues to understand consumers' evolving priorities and to reflect these in its plans and approach to OBR, which the CAA considers will help further consumers' long-term interests. The CAA is hopeful that a CCB type role can emerge in the future when the industry outlook is more certain.
CCB members
Jeff Halliwell, Chair
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.
Dr David Holden
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 Liu
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 McAuley OBE
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 Scott
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 Whyley
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.
Board agendas
2020
2019
- 16 December
- 02 December
- 18 November
- 12 November
- 19 August
- 6 August
- 5 August
- 15 July
- 01 July
- 17 June
- 20 May
- 07 May
- 29 April
- 15 April
- 1 April
- 18 March
- 4 March
- 18 February
- 04 February
- 21 January
- 07 January
2018
- 17 December
- 3 December
- 19 November
- 8 October
- 17 September
- 3 September
- 6 August
- 16 July
- 2 July
- 18 June
- 4 June
- 21 May
- 9 April
- 19 March
- 19 February
- 5 February
- 8 January
2017
Board meeting minutes
2020
2019
- 16 December
- 18 November
- 12 November
- 21 October
- 16 September
- 19 August
- 6 August
- 15 July
- 1 July
- 17 June
- 20 May
- 7 May
- 29 April
- 15 April
- 1 April
- 18 March
- 4 March
- 18 February
- 4 February
- 21 January
- 7 January
2018
- 17 December
- 3 December
- 19 November
- 17 October
- 8 October
- 17 September
- 3 September
- 20 August
- 6 August
- 16 July
- 2 July
- 18 June
- 4 June
- 21 May
- 9 April
- 19 March
- 19 February
- 5 February
2017
Meeting summaries
2020
| Date | Organisation | Topic | CCB attendance |
| 10 Jan | CCB | The CCB met to discuss the CCB Report on HAL's Initial Business Plan | JH, IL, DH, JS, TM, CW |
| 13 Jan | HAL | Constructive Engagement Introductory Session | JH, JS, CW, IL, DH |
| 14 Jan | HAL | Constructive Engagement Introductory Session | JH, JS, CW, IL, DH |
| 20 Jan | HAL | Constructive Engagement Introductory Session | JH, IL, DH |
| 21 Jan | HAL | Constructive Engagement Introductory Session | JH |
| 27 Jan | CCB | The CCB met to discuss the structure of their Report on HAL's IBP | JH, JS, IL, CW, DH |
| 28 Jan | CAA | JH met with Freya Whiteman of the CAA | JH |
| 30 Jan | HAL | JH met with the HAL Board | JH |
| 10 Feb | HAL | The CCB met with HAL to discuss the First Draft of the CCB's Report on the IBP | JH, IL, DH, CW, TM |
| 10 Feb | HAL | CE Workstream - Outcomes, measures, targets and incentives | JH, IL, DH |
| 11 Feb | HAL | JH and IL met with the HAL Executive Committee | JH, IL |
2019
| Date | Organisation | Topic | CCB attendance |
| 07 Jan | HAL | CCB updated the LACC on the Challenge Log, Version 4 | JH, IL, DH, JS, TM, CW |
| 09 Jan | CAA | JH and IL attended a Heathrow stakeholder meeting with the CAA Board | JH, IL |
| 21 Jan | HAL | CCB met with HAL to discuss current status of Consumer Engagement, strategy feedback and principles of incentives | JH, IL, DH, TM, CW |
| 30 Jan | HAL | JH met with the HAL Board | JH |
| 04 Feb | CAA | CCB met with CAA to discuss the HAL/airline commercial deal for iH7 | |
| 18 Feb | HAL |
Current Status of Consumer Engagement Consumer Engagement Strategy feedback (Horizon quarterly report and Airport Choice brief) Surface Access |
JH, JS, CW
JH |
| 21 Feb | CAA | JH met with Beth Corbould of the CAA | JH |
| 04 March | Daly's wine Bar | CCB met to work on Challenge Log, Version 5 | JH, JS, CW, DH, IL, TMC |
| 18 March | HAL | Current Status of Consumer Engagement WTP Aggregate Benefits Validation & CBA Update Surface Access - update on Strategy & Access charging research Part 2 Synthesis Expansion |
JH, JS, CW, DH, IL, TMC |
| 18 March | HAL | JH met with HAL Customer Director, Jason Knight | JH |
| 01 April | HAL | CCB met to work on Challenge Log, Version 5 | JS, CW, DH, IL, TMC |
| 15 April | HAL | Current Status of Consumer Engagement (Best Airport Service - parts 1 & 2, Operational Resilience Brief) Part 2 Synthesis Results Surface Access Charge Expansion - outline of June consultation Expansion - Heathrow feedback on CCB report on expansion Future agenda & wash-up on previous meetings actions |
JH, JS, CW, DH, IL, TMC |
| 28 April | HAL | CCB met with HAL to discuss Arrivals Consolidation, H7 Choices Research and Preferred Masterplan | JH, IL, JS, CW |
| 07 May | BA | CCB met with British Airways to discuss expansion | JH, IL, DH, TM, JS, CW |
| 14 May | HAL |
JH met with HAL Executive Board where he took them verbally through the key points of the Challenge Log, Version 5. It was a good and constructive discussion. It was noted that the work of the CCB is appreciated by HAL, and Emma Gilthorpe specifically asked JH to pass on HAL's thanks to all CCB members. |
JH |
| 15 May | CAA |
JH met with Beth Corbould of the CAA to discuss the final version of the Challenge Log Version 5. |
JH |
| 20 May | HAL |
JH met with John Holland Kaye prior to the CCB meeting to discuss the Challenge Log Version 5 as he was out of the country at the time of the Executive Committee meeting on the 14th. |
JH |
| 20 May | HAL | CCB met with HAL to discuss Surface Access Consolidation of Insights, Status of Consumer Engagement and How Consumer Engagement Drives the Business Plan | JH, IL, DH, TM, JS, CW |
| 20 May | HAL |
Following the CCB meeting JH met with Paul Smith of CAA to discuss the Challenge Log Version 5 |
JH |
| 05 August | HAL | JH met with the DfT where they discussed carbon emissions. | JH |
| 06 August | CAA | The CCB met with the CAA for an update | JH, IL, DH, TMc |
| 09 August | CAA |
JH meeting with Beth Corbould for CAA catch-up |
JH |
| 19 August | HAL | CCB met with HAL to discuss: The Summary Plan, Principles for Incentives Methodology, Operational Resilience, Surface Access and the Consumer Engagement Plan | JH, IL, DH, JS, TM, CW |
| 09 Sept | CAA | JH met with HAL Executive Committee | JH |
| 10 Sept | HAL | JH met with Jenny Wilmott of the Consumer Challenge Board | JH |
| 16 Sept | CAA | CCB met with HAL to discuss: Building a consumer-focused business plan; Development of outcomes, measures, targets & incentives and Consumer engagement feedback findings and proposals | JH, IL, DH, JS, TM, CW |
| 16 Sept | HAL | JH is meeting with BA and VAA | JH |
| 05 Oct | HAL | JH and IL met with HAL Executive Committee | JH, IL |
| 21 Oct | HAL | JH met with Andrew McMillan | JH |
| 21 Oct | CCB met with HAL to discuss: Building a consumer-focused business plan; Development of outcomes, measures, targets & incentives and Consumer, Surface Access and Consumer Engagement findings and proposals | JH, DH, JS, TM, CW | |
| 12 Nov | BA | CCB met with BA at their offices at BA Waterside to discuss expansion | JH, IL, JS, TM, CW |
| 13 Nov | CAA | JH met with FW of the CAA | JH |
| 18 Nov | HAL | JH met with Andrew McMillan and John Holland-Kaye to discuss Constructive Engagement and the Initial Business Plan | JH |
| 18 Nov | HAL | CCB met with HAL to discuss: Building a consumer-focused business plan; Development of outcomes, measures, targets & incentives and Consumer, Generation Z and Choices Research | JH, IL, DH, JS, TM, CW |
| 27 Nov | HAL | JH met with the HAL Board | JH |
| 02 Dec | CAA | CCB with CAA to discuss role of CCB and TORs | JH, IL, DH, JS, TM, CW |
| 03 Dec | HAL | JH met with HAL Executive Committee | JH |
2018
| Date | Organisation | Topic | CCB attendance |
| 8 Jan | CAA | Update on the consultation. Information about the CAA's role in resilience, the history of it, why we care, highlights from CAA previous research. | JH, IL, DH, TM, CW, JS, AB |
| 15 Jan | HAL | Literature Review, Service Proposition and Signatures, Expansion, Forward Plan of Activity. HAL and CCB discuss CCB issue log. | JH, IL, DH, JS, TM, CW, AB |
| 25 Jan | HAAG | Introduce role and work of CCB and HAAG. | JH |
| 25 Jan | CAA | CAA's legislative duties in respect of PRMs | JH |
| 25 Jan | BA | Update on CCB work | JH |
| 1 Feb | HAL | HAL Expansion and overview of DCO process | JH |
| 5 Feb | easyJet | Overview of easyJet, easyJet's consumer research and the company's perspective on H7 | JH, IL, DH, JS, TM, CW, AB |
| 06 Feb | HAL | HAL Executive Committee to discuss Challenge Log | JH |
| 09 Feb | Consumer Challenge Board | Introduction to new Chair | JH |
| 19 Feb | CAA | CCB talked to CAA about PRM's | JH, IL, JS, TM, CW, AB |
| 22 Feb | HAL | Passenger Sustainability Research - Focus Groups | IL |
| 05 Mar | HAL | Discuss draft Interim report and Challenge Log | JH, IL, DH, JS, TM, CW, AB |
| 19 Mar | BA |
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. |
JH, IL, DH, JS, TM, CW |
| 29 Mar | HAL | Discussion on Surface Access | IL, JH |
| 09 Apr | LACC | CCB update the LACC on progress | JH, IL, DH, TM, AB |
| 09 Apr | HAL | Current Status of Research & Engagement, Consumer Research & Engagement Strategy and Sustainability | JH, IL, DH, TM, AB |
| 23 April | CAA | Update on consultation and S16 | JH, IL, DH, JS, TM, CW |
| 23 April | HAGG and HAL | Consumer engagement on vulnerable passenger | JH, IL, DH, JS, TM, CW |
| 23 April | HAL | Current Status of Research & Engagement and Business planning, Passenger Insight community - opportunity to input into planned topics, Feedback on synthesis brief and experiments and Principles of cost benefit analysis | JH, IL, DH, JS, TM, CW |
| 24 April | HAAG | Update on CCB and HAAG Activity | JH |
| 26 April | HAL / Airlines | Automation Event | JS |
| 21 May | HAL | Current Status of Research & Engagement, Work package feedback (experiments, sustainability results) and airport charges | JH, IL, DH, TM, CW, AB |
| 21 May | HAL | Surface Access Discussion | JH, IL |
| 22 May | HAL | Vulnerable Consumers Discussion | CW |
| 24 May | HAL | HAL Board to discuss progress since CCB interim report | JH |
| 4 June | HAL | WTP Draft Report and a session on the process the expansion team has taken to develop the strategic requirements and evaluation of the masterplan | JH, IL, DH, JS, CW, AB |
| 18 June | HAL | Current status of engagement plan, Sustainability Passenger Engagement Research, Synthesis of insights proposal, Draft WTP report, Draft Principles of outcomes and measures and Draft Consumer Engagement Strategy | JH, IL, DH, JS, TM, CW, AB |
| 2 Jul | CAA | Introduction to new CEO of the CAA. | JH, IL, DH, JS, CW, AB |
| 2 Jul | HAL | Expansion and Vulnerable Consumers | JH, IL, DH, JS, TM, CW, AB |
| 3 Jul | HAL Exec | Update on CCB progress | JH |
| 16 Jul | HAL | Willingness to Pay and Expansion | JH, IL, DH, JS, TM, CW, AB |
| 19 Jul | HAL | Discussed updates to CCB Challenge Log | JH |
| 27 Jul | CAA Consumer Panel | Raise concerns with consumer panel that are outside of the CCB remit | JH |
| 30 Jul | DfT | Introduction to CCB and update on progress | JH |
| 6 Aug | LACC | Discussed updates to CCB Challenge Log, consumer research and engagement, master planning, outcome based regulation and constructive engagement | JH, IL, DH, JS, TM, AB |
| 20 Aug | HAL | Airline insight report, Western rail and Operational Resilience and Current status of work package feedback. | JH, IL, DH, JS, TM, CW, AB |
| 3 Sep | HAL | Horizon Quarterly report, Airline business partner survey, Masterplan explained and Current status of work package feedback. | JH, IL, DH, JS, TM, CW |
| 5 Sep | HAL | Willingness to Pay | DH |
| 17 Sep | HAL | Synthesis of insights, customer insight to inform arrivals and Current status of work package feedback. |
IL, DH, JS, TM, CW, AB |
| 8 Oct | HAL |
Preliminary outcomes and measures, expansion workshops results and actions and Current status of work package feedback. |
JH, IL, DH, JS, TM, CW |
| 9 Oct | Heathrow Community Engagement Board (HCEB) | Introduction to CCB and update on progress | JH |
| 5 Nov | HAL | Cost Benefit Analysis | JH, IL, DH, JS, TM, CW |
| 5 Nov | CAA | CAA's October Consultation and Initial Business Plan / Final Business Plan | JH, IL, DH, JS, TM, CW |
| 6 Nov | Arora | JH met with Surinder Arora (Chairman), Carlton Brown (CFO), who outlined Arora Group and their thinking in relation to Heathrow. In return JH described the role and responsibilities of the CCB, which at present are limited to scrutiny of HAL as the licence holder and therefore the entity regulated by the CAA. | JH |
| 19 Nov | HAL | Update on Consumer Engagement Plan, Expansion and Surface Access. | JH, IL, JS, TM, CW, AB |
| 20 Nov | HAL Exec Committee | JH updated the HAL exec committee on progress of consumer engagement. | JH |
| 17 Dec | HAL | The CCB updated HAL on the Challenge Log, Version 4 | JH, IL, DH, CW |
2017
| Date | Organisation | Topic | CCB attendance |
| 21 Feb | Heathrow AOC | Governance, responsibilities and consumer engagement carried out by the airlines | JH |
| 21 Feb | CAA | 2012 Aviation Act, CAA Consumer Panel and consumer engagement carried out by CAA | JH |
| 24 Feb | CAA | Role of the CCB | JH |
| 27 Feb | LACC | Governance and future investment | JH |
| 1 Mar | HAL | Overview of Heathrow's performance and discussion of R3 | JH |
| 2 Mar | IATA | Previous price control period (Q6) | JH |
| 3 Apr | DfT | UKG Aviation Strategy | JH |
| 3 Apr | LACC | Introductory meeting | JH |
| 5 Apr | BA | Overview of BA, BA's consumer research and BA's perspective on H7 | JH, IL, DH, JS, TM |
| 5 Apr | HAL | Introduction to consumer research and willingness to pay research | JH |
| 13 Apr | CAA | Overview of CAA, Consumers and Markets Group, CAA Tracker survey, Aviation Statistics, economic regulation of HAL | JH, IL, DH, JS, TM, CW, AB |
| 20 Apr | CAA Consumer Panel | Introductory meeting | JH |
| 21 Apr | HACC | Introductory meeting | JH |
| 25 Apr | HAL | Willingness to pay research | DH |
| 25 Apr | CAA | Introductory meeting | JH |
| 3 May | HAL/NATS | Tour of airport, overview of punctuality, capacity, consumer research, Service Quality Rebate Scheme (SQR), Quality of Service Monitor, Airport Service Quality (ASQ) | JH, IL, DH, JS, TM, AB |
| 8 May | CAA | R3/H7 work programme | JH, DH, JS, TM, AB |
| 8 May | CAA Consumer Panel | Role, responsibilities and relationship between Consumer Panel and CCB | JH, IL, DH, JS, TM, AB |
| 8 May | HAL | Engagement with airlines, DfT and CAA. Strategic Brief HAL 2030/2040. Consumer engagement on surface access, journey mapping, PRMs and social media | JH, IL, DH, JS, TM, AB |
| 9 May | CAA | Update on CCB progress | JH |
| 22 May | HAL | Influencing factors on the passenger journey and immigration insights | JH, IL, DH, JS, TM, AB |
| 5 Jun | HAL/NATS | Airspace resilience overview, Consumer Research, Outcomes and Capital Overview | JH, IL, DH, JS, TM, CW, AB |
| 3 Jul | LACC | Update on CCB progress | JH, AB |
| 10 Jul | Virgin | Overview of Virgin Atlantic, Virgin's consumer research, and Virgin's perspective on H7 | JH, IL, DH, JS, TM, CW, AB |
| 12 Jul | HAL | Update on CCB progress | IL, DH |
| 12 Jul | HACC | Introductory meeting | JH |
| 17 Jul | HAL | Preparation for forthcoming meeting with HAL board. Review progress to date | JH |
| 25 Jul | HAL | Personal introduction and description of composition, role, modus operandi and activities of CCB. | JH |
| 26 Jul | HAL | Personal introduction and description of composition, role, modus operandi and activities of CCB. | JH |
| 2 Aug | Which | Introduce role and work of CCB. Explore consumer views of current and future Heathrow experience. |
JH |
| 5 Sep | HAL | Introduce role and work of CCB. Explore consumer views of current and future Heathrow experience. | JH |
| 11 Sep | HAL | Feedback to HAL's Consumer Research and Engagement Strategy | IL, DH, JS, TM, CW, AB |
| 21 Sept | HAL | Inception meeting for the qualitative phase in preparation for HAL's willingness to pay (WTP) research | IL, CW |
| 28 Sep | BA | Update on CCB progress | JH, IL, DH, JS, TM, CW, AB |
| 23 Oct | CAA | Update on consultation and presentation on airport charges | IL, DH, JS, CW, AB |
| 23 Oct | HAL | Second review of HAL's updated Consumer Research and Engagement Strategy | IL, DH, JS, CW, AB |
| 1 Nov | HAL | Review of qualitative research results | JH, IL, DH, JS, TM, CW, AB |
| 9 Nov | CCB | Review of qualitative WTP research results | JH, IL, DH, JS, CW, AB |
| 23 Nov | Border Force | Objectives and parameters of UK Border Force's work at Heathrow, and how that interfaces with HAL. | JH, IL, DH, JS, TM, CW, AB |
| 4 Dec | HAL |
|
JH, IL, DH, JS, TM, CW, AB |
| 5 Dec | Tripartite HAL Airlines CCB | Review attributes for WTP survey |
JH, CW, DH, AB |
| 5 Dec | HAL/CAA | HAL presented to the CAA/CCB how consumer engagement is driving Heathrow's expansion plans. | DH |
| 11 Dec | CAA | Update on CCB progress. | JH |
| 18 Dec | Lufthansa | Lufthansa views on consumer research and H7 and their expectations of R3/expansion. Contrasts or lessons which can be learned from consumer experience of other major hub airports like FRA. | JH, IL, DH,TM, CW, AB |
| 21 Dec | HAL | Update on CCB progress. CCB shared some of the key issues and challenges the CCB have raised or observed about HAL's consumer engagement. | JH |
Abbreviations:
- BA - British Airways
- DfT - Department for Transport
- HACC - Heathrow Airport Consultative Committee
- HAL - Heathrow Airport Limited
- Heathrow AOC - Heathrow Airline Operators Committee
- IATA - International Air Transport Association
- LACC - London (Heathrow) Airport Consultative Committee
CCB reports
- CCB Issue Log, Version 1 - 18 December 2017
- CCB interim report and CCB challenge log (version 2) - 21 March 2018
- CCB Challenge Log, Version 3 - 2 July 2018
- CCB Challenge Log Version 4 - 21 December 2018
- CCB Challenge Log Version 5 - 15 April 2019
- CCB Challenge Log Version 6 - 15 September 2019
- Report by Heathrow Consumer Challenge Board on masterplan
- Report by Heathrow Consumer Challenge Board on HAL's Initial Business Plan
Contact us
Consumer Challenge Board Secretariat - Claudette Williams
Email: info@h7ccb.co.uk
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