Investing in better journeys. Heathrow s new Terminal 2

Transcription

1 Investing in better journeys Heathrow s new Terminal 2

2 Terminal 2 will be home to 23 Star Alliance member airlines as well as Aer Lingus, Virgin Atlantic Little Red and Germanwings. For Star Alliance, which represents just over 20% of Heathrow s airport traffic, Terminal 2 will be its new Heathrow home. And for the first time, all Star Alliance member airlines operating at the UK s prime aviation hub will be under one roof. Terminal 2 gives Star Alliance the opportunity to enhance its seamless hub service. It can increase the number of passengers connecting through Heathrow and provide shorter connecting times between member airlines. Coming together in a single terminal helps Star Alliance offer a better level of service for passengers. Passengers can enjoy the convenience of easy connections combined with the innovation, speed, comfort and high levels of service that Terminal 2 offers. Modern air travellers expect the choice that lets them strike a balance between technology and the personal touch. So Terminal 2 has more automated processes and common facilities than in other Heathrow terminals. It gives passengers more control over their journeys. Operating under one roof lets member carriers share operational facilities more efficiently, and make the best use of space and services. That makes Terminal 2 a commercially attractive European hub. T2 Star Alliance is the world s leading airline network. It operates more daily flights and serves more destinations than any other. The Alliance s 27 airlines have more than 4,000 aircraft and offer more than 21,000 daily flights to 1,329 destinations in 194 countries. Together they carry over 600 million passengers a year. From Terminal 2, 23 Star Alliance airlines (Aegean Airlines, Air Canada, Air China, Air New Zealand, ANA, Asiana Airlines, Austrian, Brussels Airlines, Croatia Airlines, EGYPTAIR, Ethiopian Airlines, LOT Polish Airlines, Lufthansa, Scandinavian Airlines, Singapore Airlines, South African Airways, SWISS, TAM Airlines, TAP Portugal, Turkish Airlines, THAI, United and US Airways) will provide 136 flights a day to over 51 worldwide destinations. Terminal 2 will also provide Aer Lingus passengers with a much improved ease of connection for those transferring to their final destination. Aer Lingus has interline and codeshare partnerships with many of the Terminal 2 carriers and being located in closer proximity to them will create commercial opportunities for single-site hub connectivity to over 100 destinations worldwide. At Terminal 2 connecting passengers will enjoy the same great retail brands, food and drink outlets and airline and airport lounge services as their direct flight customers making Heathrow Terminal 2 a positive selling point for the Irish national carrier as it grows its international passenger profile. In July 2013, the new Germanwings launches - a completely new brand and product concept allowing passengers to fly à la carte. Passengers will be able to put together individualised packages ranging from budget, no-frills travel to a more refined passenger experience with more advantages and extra services, all of which will be tailored to the passenger needs. A great service for Germanwings passengers flying out of the new Terminal 2 in Aer Lingus is the national airline of Ireland. It operates a fleet of 58 aircraft, on 116 routes, from central airport locations in Ireland, the UK, mainland Europe and North America, serving in excess of 11 million passengers annually while providing seamless global connectivity with its partner airlines. Aer Lingus operates 23 daily flights from London Heathrow to the island of Ireland. Germanwings part of the Lufthansa Group, is the German budget airline that takes pride in offering one of the highest quality passenger experiences in the low-cost market. 2 Heathrow s New Terminal 2

3 Contents Introduction 4 Terminal 2 the next phase of Heathrow s transformation 6 Designed around passengers 8 A new direction for retail 10 Slipstream 12 Challenges and complexities 14 Investment, jobs and skills 18 Sustainability 22 How will Terminal 2 operate? 24 Heathrow s New Terminal 2 3

4 Introduction Flying is a common feature of modern life. For holidays and business, people rely on air travel to get them to where they need to be. If you re going on holiday, flying can be especially exciting. Occasionally it can stressful, for example, if you re worried about reaching the airport on time, getting through security queues with your bags, and finding your way to the gate. When you fly, you want your journey to be as safe and smooth as possible. You want to get from A to B with the minimum of fuss. Heathrow is popular. It has more passengers than any other UK airport, and it offers them a greater choice of global destinations. Thousands of people travel through our airport every day. Each passenger has their own story and their own expectations of the journey ahead. At Heathrow, our aim is simple: we want to help every single passenger get to where they want to be as smoothly as possible. That s why we work to make every passenger s journey through our airport better. Over the past few years we have invested 11 billion in upgrading, replacing and refreshing facilities within and around Heathrow. Terminal 5 was the springboard for upgrading the entire airport. Terminal 5 s extra capacity has cut congestion and enabled us to relocate airlines with their alliance partners. But that was just the start. The redevelopment of Terminals 1 and 3 has provided improved facilities and services. At Terminal 4, a new check-in area and forecourt have added an extra 6,000 square metres of space. That s given passengers more room to get out of their cars and taxis before entering the terminal. Now we ve turned our attention to Terminal 2. After more than half a century of service, it needed a new vision and a new space designed around the needs of the passenger. At a cost of 2.5billion, Terminal 2 is one of the largest privately funded construction projects in the UK. During the lifetime of the construction project, it will have supported 35,000 jobs across the country. When the terminal opens next year, we will be unveiling the latest phase of our transformation. 4 Heathrow s New Terminal 2

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6 Terminal 2 the next phase of Heathrow s transformation As the UK s only hub airport, Heathrow is a vital national asset. Millions of people rely on it to connect them to the world. Our job is to help them travel smoothly and swiftly through the airport. Since 2003 Heathrow has invested 11 billion on airport transformation. That makes it one of the UK s largest private-sector investment projects. We ve put that money into the construction of Terminal 5, the soon-to-open Terminal 2, new baggage systems and the refurbishment of Terminals 3 and 4. Terminal 5 changed the way Heathrow serves its passengers. Operational performance has improved and passengers have noticed the difference across all Heathrow terminals. The proportion of passengers rating their Heathrow journey as very good or excellent has risen from 48% in 2007 to 74% today. And for two years running, passengers have rated Terminal 5 the best airport terminal in the world. The latest phase of this transformation comes with the opening of the new Terminal 2. It will be much easier to reach than the old terminal. There s a new multi-storey car park right outside the front door, and public transport connections rail, tube and bus feed directly into the terminal s striking central courtyard. From 2019 Crossrail will give Heathrow passengers new routes into London, and connect business passengers directly to the City and Canary Wharf. When Crossrail opens, 11.7 million people will be living within an hour of Heathrow. Because flying can sometimes be stressful, we ve made Terminal 2 light and airy. Passengers will find it spacious and relaxed. For those who like a reassuring human touch, we ll provide friendly Passenger Ambassadors to help people find their way faster to their departure gates, to shops and restaurants or to their connecting flights. Our goal is to make the journey of every passenger better within the size of the airport we have today. It s one more step in the transformation of Heathrow. 6 Heathrow s New Terminal 2

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8 Designed around passengers Terminal 2 has two parts: the main Terminal 2 building and a satellite terminal known as Terminal 2B. The two are connected by a passenger tunnel. The design of Terminal 2 has passengers at its heart. It gives them a light, spacious and airy building filled with new technology and helpful, courteous staff to make their journey even smoother and simpler. When Terminal 2 becomes fully operational, up to 20 million passengers will use it each year. They form a varied, cosmopolitan and discerning group. By understanding our passenger make-up, we make sure that we can meet their individual needs. Step by step, we re working to make the Terminal 5 passenger experience the norm for more of our passengers. We re giving them more ways to check in such as desks, self-service kiosks and smooth bag drops and a simple route through security with comfortable seating, restaurants, bars and shops to enjoy while they wait for their flight. Like Terminal 5, the new Terminal 2 gives passengers more room to relax. The main building is bright, modern and striking, with a two-level departure lounge, ten-metre-tall viewing windows and twelve new aircraft stands. The experience will be similar for passengers travelling through Terminal 2B: bright, airy and relaxing with smooth connections. Finding your way round Terminals 2A and 2B will be intuitive. Both buildings put passengers in control of their time because they can see exactly how far it is to departure gates, shops and restaurants. Who are our passengers? Terminal 2 welcomes a huge variety of passengers. Business travellers, for example, have different needs to leisure travellers. Since one out of every five passengers will be making connections, we ve made it quick and easy for them to reach their onward flight. Terminal 2 delights all types of passengers Many of Terminal 2 s passengers will travel alone, including business travellers and those on their way to visit friends and family. Although families and groups make up a smaller proportion of Terminal 2 passengers, they will find the terminal just as exciting, inspiring and relevant to their needs. T2 passenger forecast 2014/ million 2015/ million 2016/ million 2017/ million 2018/ million 8 Heathrow s New Terminal 2

9 Passenger transit types Traveller type Passenger party 40% 38% 62% 38% 80% 15% 5% 22% Departing Connecting Arriving Business Leisure Travelling alone In pairs 3+/groups Based on November 2011 to October 2012 data For business travellers Because business travellers fly more often, they are more familiar with the airport. To make their journey fast and smooth: the short-stay car park incorporates bay-finding technology and a find-your-car service self-service check-in options get travellers to the departure lounge as efficiently as possible free Wi-Fi and connectivity tables within the departure lounge let people work until they board their flight exclusive services for First and Business Class passengers, including a dedicated faster security lane (fast track) and airline lounges. For Leisure Travellers For many leisure travellers, the holiday starts when they reach the airport. To keep things relaxed and stress-free, particularly for passengers who are unfamiliar with Heathrow, Terminal 2 has: multilingual Passenger Ambassadors throughout the terminal to help passengers with any aspect of their journey, including connnections and onward travel the option to pay for a peaceful retreat in an airport lounge where the facilities will include refreshments, entertainment, a spa and showers bookable personal shoppers to help passengers make the most of their shopping time in the departure lounge. For families We re proud of our family-friendly facilities at Heathrow, and our ability to make family travel as easy as we can. Terminal 2 welcomes families with spacious, open, pushchair-friendly concourses and plenty of lifts. There are plenty of things to make family travel easier: family bays in the short-stay car park all close to the terminal building simple information to help families prepare for security checks family-friendly security lanes during peak holiday periods a wide range of services in the departures lounge, including a family-friendly restaurant and a play area for younger children. Heathrow s New Terminal 2 9

10 A new direction for retail A new terminal is a great opportunity for Heathrow and its retail partners to put even more fun and leisure into air travel. So, from 4 June 2014, we ll have 69 outlets open in Terminal 2. To achieve the most enjoyable retail experience, we defined a fresh retail vision around six key directions. To be awarded a unit, brands bidding for space at Heathrow had to respond to all six in their tender documents. 1. New luxury personalised experiences 2. SoLoMo social location mobile targeting customers on the go 3. Hybridisation one space, many moods, inspired by innovative collaborations between different brands 4. Transient customised experiences which respect our international audiences 5. Customisation bespoke products and services that embrace the needs of a global audience 6. Multi channel thinking digital to communicate with passengers on the move. offers and experiences, Terminal 2 also incorporates a range of flexible and transient spaces that keep our retail experience fresh enough to engage the most frequent of flyers. 52 shops 17 bars and restaurants including 7 restaurants with airfield views In Terminal 2, we ll use technology to create digitally and socially enhanced shopping experiences that bridge the gap between physical shopping and e-commerce. More than ever before, this is an opportunity to connect with our passengers through their mobile devices and tablets. The layout and operators of Terminal 2 s retail spaces are in keeping with a worldwide passenger base. Among the global offering are outlets that highlight the best of British design and service. With its luxury boutiques, casual dining spaces, premium restaurants, the latest in fashion and vital travel services such as pharmacy, foreign exchange and newsagents, retail at Terminal 2 will surprise and delight our passengers. The departure lounge includes a wide range of shops and food outlets for every passenger to enjoy, as well as fun features as seen opposite. The brands that won positions in Terminal 2 were challenged to improve the passenger experience by moving away from a one-size fits-all approach. As well as providing tailored 10 Heathrow s New Terminal 2

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12 Slipstream In 2010 we organised an international art competition. We wanted to find five artists who could produce an ambitious artwork that would build on the volume and architecture of Terminal 2 s vast covered court. The winner was Slipstream from British artist, Richard Wilson RA. Slipstream is a monumental sculpture that fills the entire length of the new central courtyard with a flowing, twisting and tumbling aluminium form. He described it as a way of transferring the thrill of the air-show to the architectural environment of an international air terminal. Wilson s mesmerising vision is for a dynamic swirl of contours and looping metal. His sculpture is the size of an A400 jumbo jet set inside a cavernous space on the scale of the Tate Modern s Turbine Hall. At 70 metres long and 77 tonnes in weight, Slipstream gives Heathrow the longest permanent sculpture in Europe. Passengers will be struck by the way that Slipstream flows seamlessly through the covered court, twisting across the atrium s columns and swirling through the architecture and around the two walkways. It forms a breathtaking entrance and exit from Terminal 2. Slipstream is more than an artwork. Wilson s sweeping artistic vision demanded the precision engineering and cutting-edge design technology of the aerospace industry. Engineers, architects, fabricators and a team of experts have worked with him to design and engineer over half a million components that capture the volume of an aircraft s movement through space. Installation is in itself a major engineering and logistical feat. Slipstream arrived by lorry from Hull as 23 enormous wooden skeletons covered in a riveted aluminium skin and wrangled over steel frame sections. On the floor of the covered court, they resembled giant vertebrae, ready to be raised into position 20 metres above the ground. Slipstream will become one of the UK s most viewed artworks. Passengers will easily recognise Wilson s influences: classic 20th-century aluminium aeroplanes and the gymnastic form of a stunt plane that leaves a trail of swirling air in its wake. Although Slipstream recreates movement, it s the passengers who experience it as they flow around the sculpture, exploring it from several angles until they reach the front and the revelatory moment when they see the nose cone, cowling and wings of a plane racing towards the sky, a slipstream in its wake. For passengers arriving at or departing from Terminal 2, Slipstream will be an unforgettable first or last cultural experience of the UK. As John Holland- Kaye, Heathrow s Development Director, points out: Slipstream is an iconic artwork that will bring to life the glamour and excitement of air travel, at the heart of a glamorous and exciting new Heathrow. 12 Heathrow s New Terminal 2

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14 Challenges and complexities Building and opening a new terminal is a huge challenge for any airport. The scale and complexity of the construction project and the number of companies and people requires collaboration and coordination at every phase of construction, right up to the day of opening and beyond. Almost every new terminal around the world has experienced difficulties during the first few days after opening, Terminal 5 included. However, we ve worked hard to learn lessons from our own experience and from others around the world. All of them have been incorporated in our planning for the opening of Terminal 2. Nevertheless, it will still be a huge challenge and some teething problems are inevitable. But we can promise that we are focused 100% on the task and determined to ensure that every passenger enjoys the best possible experience. Building Terminal 2 in a working international airport: We re building Terminal 2 in the heart of a fully operational airport. To complete the project on time with no impact on everyday operations requires detailed planning and collaboration between construction partners. Terminal 2 is just part of the project. At the same time we re upgrading the area around it with new roads, a new car park, new walkways connecting passengers to Heathrow Express and Heathrow Connect and underground and coach terminals. Because we re building on the site of the old Terminal 2, there s plenty of existing infrastructure to take account of, and to rebuild where necessary. Most important of all, we have to make sure that we re building Terminal 2 in a way that will serve our passengers for decades to come. It all adds to the complexity of the build. Moving 26 airlines in to a new terminal: Moving all of the Star Alliance partners as well as Aer Lingus and Germanwings into one location is a challenge. Because space is tight at Heathrow, moving one airline has an effect on the operations of another. We have to plan every sequence of moves in detail and in cooperation with numerous airlines. We also have to work with the airlines ground handling staff who look after baggage and customer service, because they too have to move without affecting passenger service. 14 Heathrow s New Terminal 2

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16 Challenges and complexities Continued Getting it right We re doing everything we can to make the opening of Terminal 2 as smooth as possible for our first passenger and each one that comes after. During planning and design: Research We looked at every terminal opening that s taken place in the past ten years and examined the problems they had to see what we could learn. Co-operation We ve worked continuously with our terminal occupants, Star Alliance and each member airline, Aer Lingus and German Wings. We set up working groups for open and honest conversations particularly about check-in, airline moves, baggage handling and staff logistics. Construction Our rigorous planning and build schedule is on track for completion in November That gives us another six months before opening to allow time for testing and for staff to get to know the new building and how it operates. Operations Director We appointed our Terminal 2 Operations Director 18 months before the terminal opens. This early appointment has helped to keep construction decisions focused on safe operations and great passenger experience. That focus will continue as we move into operational readiness and the opening and running of the terminal. Trials and test events The six months between construction handover and terminal opening give us time to plan, test, improve and test again before we open for business. During that time, Terminal 2 will go through more than 180 trials. The trials test everything from individual aspects of terminal operations, such as the check-in process, to large-scale trials that test the complete passenger journey. The larger trials involve more than 3,000 people at a time. In total 14,000 people will help us test Terminal 2 before it opens to the public in the summer of Where possible, all the new technology that we re using in Terminal 2 will already have been tested in other Heathrow terminals. Terminal 2 will not be a proving ground for new technology. Baggage handling We ll test the baggage system on numerous occasions at full capacity to replicate real-life operations. Terminal 2 s departing baggage will use Terminal 1 s baggage system, which has been significantly upgraded. Many elements are already in operation. For arrivals, a new baggage facility has been built. Staff training Staff will be critical to the success of Terminal 2. To make sure they know how the new terminal works and understand our new systems and processes, terminal health and safety and their role in the smooth running of 16 Heathrow s New Terminal 2

17 operations, they will all take part in familiarisation, induction and training courses. They ll have access to three types of training. Some will undertake technical training, which will be assured by Heathrow. Others will undergo operational training if their work involves a change in processes, different technology or new ways of working. All staff will receive familiarisation training to make sure they understand their roles and get used to the new working environment before the first passengers arrive. Familiarisation training involves planning, liaison and collaboration with 160 stakeholders to ensure that the terminal s 25,000 staff get the right level of tailored training. Operational and familiarisation training will be provided by Heathrow. We ve adopted a show-me-you-know approach so we can be sure that training is thorough, and that staff are comfortable with their new roles and responsibilities. We ll also run a series of staff rehearsals and trials ahead of the terminal opening date. On Opening: Phased opening Terminal 2 will open in phases with the 26 airlines moving in over a period of six months. That means we ll start with a limited number of passengers so we can concentrate on giving them the best possible experience. Over the following months, we ll gradually build up to full operations. For the first three weeks of operations, Terminal 2 will operate at only 10% capacity so we can iron out any teething troubles with minimal impact on passengers. Contingency planning We ve had meetings with teams from airports across that world that have recently opened new terminals. Their input helps us test what are commonly known as business-as-usual scenarios, and plan for all foreseeable events. In preparing for potential problems, we ve used the past experience of others to strengthen our contingency plans. New ways of working and travelling Terminal 2 is being built around the passenger, using new technologies that are just being introduced in our other terminals, such as automatic ticket presentation. For many airlines, the new features of Terminal 2 such as shared check-in facilities will mean new ways of working. Heathrow s New Terminal 2 17

18 Investment, jobs and skills Heathrow is one of the UK s largest single-site employers with more than 76,600 people directly employed on the site. In the surrounding area, Heathrow supports a total of 114,000 jobs. It accounts for one in five (22%) of local jobs. Building a jobs-led recovery to support economic growth is the responsibility of leading privatesector employers. There has never been a more vital time to create jobs and invest in the skills and training of the people who do them. As the UK s only hub airport, Heathrow plays a unique role in the mix and range of good quality jobs, training and career opportunities it creates locally and nationally. Heathrow stands at the heart of a vibrant airport-based regional economy. Out of the top 300 UK companies, 202 have their headquarters clustered within a 25-mile radius of Heathrow. And there are 60% more international companies around Heathrow than in the rest of the UK. As a result, the local area around Heathrow has 9% more jobs per resident than the south-east of England, and 6% more jobs in management and professional level occupations per employee. Construction The building of Terminal 2 has also created many new quality infrastructure, engineering and construction jobs across the country. At a cost of 2.5 billion, Terminal 2 is one of the UK s largest privately funded construction projects. Terminal construction supports the wider UK economy by creating direct jobs locally and indirect jobs nationwide around 35,000 jobs in total. Terminal 2 is also creating sustainable employment at Heathrow, with around 25,000 staff from airlines and handlers to retailers being trained to work at the terminal when it opens. 18 Heathrow s New Terminal 2

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20 Investment, jobs and skills Continued Skills development It s not just the number of jobs at Heathrow that matters, but the quality of those jobs and the quality of the skills development and training opportunities that come with them. Heathrow is much more than an airport. It s a community of businesses offering a range of careers and skilled jobs in aviation, construction, engineering, retail, logistics, communications, planning, security and technology. For everyone who works in those industries, Heathrow offers career progression and career mobility. To equip people with the right skills, we provide a wide range of training and development opportunities through the Heathrow Academy: as well as specialist engineering, retail and construction apprenticeships. We also work with local schools to raise career awareness and aspiration among students and the wider community. Heathrow has a unique role to play in boosting jobs and skills, and supporting economic growth within its local communities and across the UK. Through the development of Terminal 2, Heathrow is becoming a career destination within which people can realise their potential and fulfil their ambitions. New ways of working It s the people that bring Heathrow to life. Within Terminal 2 we will create an inspired team to deliver exceptional passenger service through consistent operational excellence. More than 25,000 people from around 200 organisations will work in Terminal 2, including people from airlines, handlers, retailers, security officers, cleaners and engineering. At Terminal 2 and throughout Heathrow, we will work as a team to provide courteous, compliant and efficient service for our passengers and airline partners. Heathrow s community of businesses serve passengers from all over the globe. They expect us to compete with the best levels of service anywhere in the world. Part of our proposition for the new Terminal 2 is to enhance the passenger experience through a wider range of technologies and our passenger ambassadors. We will do it by recruiting ambitious people and training them to provide a competitive level of service. Around 500 Security Officers, more than 50 Passenger Ambassadors and 70 Service Team leaders will work in Terminal 2. Some will focus on security and security officer leadership and all on terminal operations and passenger experience. We ll also have airline and baggage-handler staff from our 26 airlines as well as UK Border Force staff and retailing teams. 20 Heathrow s New Terminal 2

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22 Sustainability At Heathrow we work to run our airport responsibly. This means improving our performance in areas such as transport, resources and people. Our vision to become Europe s hub of choice relies on us running the airport sustainably, enhancing the airport s social and economic benefits and reducing its environmental impacts. We do this by setting and achieving targets to improve our performance on issues such as reducing CO 2 and local air pollution, managing the impact of noise, and increasing the number of local people who work at the airport. Terminal 2 will be Heathrow s most sustainable terminal yet. It will help Heathrow become a more sustainable airport overall. Design The skylights and 10-metre-high, floor-toceiling windows maximise the natural light. Sophisticated lighting control systems keep energy use down by switching off lights when parts of the building are not in use or when daylight is bright enough. The roof s north-facing skylights provide glare-free daylight all the way from check-in to aircraft boarding. Terminal 2 will not overheat in the sunshine. The glazed facade incorporates solar controlled glass and angled louvres, while an overhanging roof shades the south-facing windows. The terminal s closeness to runways and taxiways means aircraft have a shorter distance to travel between the gates and take-off and landing, thereby reducing emissions. Water-efficient fittings in the terminal reduce water consumption. To cut the use of potable water even further, there are boreholes which should supply most of the water for the cooling plant and toilets. 22 Heathrow s New Terminal 2

23 Because Heathrow has excellent public transport links, more than 40% of passengers already arrive by rail, bus, tube or coach. This helps reduce emissions and congestion The terminal has its own renewable-energy centre providing combined heat and power fuelled by woodchip, highly efficient gas boilers and a cooling station. The wood for the boiler is sourced locally promoting forest management and creating local employment opportunities. 75% of the woodchip comes from within a 50-mile radius of the airport; the rest comes from within a 100-mile radius. The energy centre also generates electricity and makes use of any waste heat from the biomass boiler. Demolition and construction Over 99% of material from the demolished Terminal 2 was recycled or reused for energy. Terminal 2 will be the world s first BREEAM 1 certified airport terminal. Operation The building s CO 2 emissions will be 40.5% lower than building regulations require. We aim to recycle or compost 70% of airport waste by Within Terminal 2, waste management and segregation at source will help us reduce and better manage operational waste. The new Terminal 2 will support a more sustainable Heathrow Heathrow operates more efficiently from a smaller number of larger terminals arranged in a more regular layout. This format reduces aircraft taxi times and CO 2 emissions. Larger, more efficient aircraft such as the A380 can operate from Terminal 2. A380s have the lowest fuel burn per seat of any commercial large aircraft and emit half the noise of their nearest competitor. 1 BREEAM is the world s foremost environmental assessment method and rating system for buildings. It sets the standard for best practice in sustainable building design, construction and operation and has become one of the most comprehensive and widely recognised measures of a building s environmental performance. Heathrow s New Terminal 2 23

24 How will Terminal 2 operate? Check-in Terminal 2 gives passengers a choice of check-in methods: quick and easy self-service kiosks, fast bag drop desks and full service check-in desks. The check-in process at Terminal 2 is configured in 3 waves across four zones (A to D). The wave approach, supplemented by clear signage provides passengers with choice, an intuitive route and a simplified process to get the Terminal 2 passenger journey off to a smooth start. Wave 1 self-service check-in Wave 1 consists of 66 self-service kiosks. At this point passengers can check-in for their flight, print their boarding cards and bag tags and tag their own bags before moving on to the bag drop at Wave 2. Wave 2 bag drop Wave 2 is the point at which most economy passengers will drop their bags after using the self-service kiosks at Wave 1. Wave 2 has 60 check-in desks which will be staffed to provide common bag drop for economy passengers (ie any economy passenger can drop their bag at any economy desk). At certain times of the day the use of these desks will change to provide dedicated full service desks for premium passengers (business and first class). Wave 3 Premium desks and full service check-in Wave 3 has 56 desks spread across Zones A, B and D (not Zone C because this is the entrance to security). Wave 3 has dedicated premium desks as well as full service common economy check-in desks for those that have not used self-service kiosks (ie any economy passenger can use any economy desk). Note that the Zone C premium check-in service is at Wave 2. Unlike traditional check-in desks, the Wave 2 and Wave 3 desks are designed to give staff the option to use them in a traditional way or to stand in front of them to greet passengers. 24 Heathrow s New Terminal 2

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26 How will Terminal 2 operate? Continued Zones Four check-in zones (A, B, C and D) run through the waves from front to back. Each zone caters for a group of airlines as shown below. To help passengers find the right zone for their flight, the departures level of the terminal has plenty of signage. Zone Airlines A Air Canada Thai Airways International Air China Turkish Airlines Singapore Airlines Austrian LOT Polish Air Lines Brussels Airlines Lufthansa B Croatia Airlines Swiss International Airlines Germanwings C D Aer Lingus Virgin Atlantic Little Red Aegean Airlines Air New Zealand ANA Asiana Egypt Air Ethiopian Eva Air Scandinavian Airlines South African Airways TAP Portugal United US Airways Check-in; zone allocation for Terminal 2 airlines may be subject to change Security Passengers flying from Terminal 2 enter the security search area directly after ticket presentation. Premium passengers using the Fast Track service are screened in a dedicated Fast Track area. All other passengers pass through the regular security lanes. There are four lanes for Fast Track passengers and 17 regular lanes. The number of lanes that are open depends on the time of day and the expected volume of passengers. We ll open and close lanes as required to minimise queuing times. All security lanes have automatic tray return for reduced manual handling for passengers and staff. An additional 10 metres of space gives passengers room to collect their belongings after screening. When they enter security, passengers can see all the way through to the departure lounge. This makes navigation through the terminal building much easier. It gives passengers the information they need to plan their own time and journey through the terminal. 26 Heathrow s New Terminal 2

27 Departure lounge After security, departing passengers enter the departure lounge (connecting passengers reach it from the transfers security zone) where they can relax, eat and shop before going to the gate to board their flight. There will be two lounges: the main departure lounge in Terminal 2A and a smaller departure lounge in Terminal 2B. All passengers have full access to either lounge. Terminal 2A main departure lounge The main lounge will be split across two levels and the wave roof will be visible across both levels to provide plenty of natural space and light. Passengers will be able to view the entire lounge from the upper level balcony, enabling them to be in control of their own journey and plan their time before their flight. This area will also contain, amongst other types, convenience retail outlets. The lower level of the departure lounge will be the main area for leisure and shopping, providing a wide range of shops and restaurants tailored to suit the needs of every passenger using Terminal 2. In addition, 1,400 seats in the departure lounge will provide sufficient space and comfort for passengers. Terminal 2B departure lounge For passengers departing from Terminal T2B there is also a wide range of shops and restaurants here to enjoy. Heathrow s New Terminal 2 27

28 How will Terminal 2 operate? Continued The journey between Terminals 2A and 2B A passenger underground tunnel connects Terminals 2A and 2B. Passengers heading for Terminal 2B will be able to see it after leaving security. Clear signs point the way to the Terminal 2B gates. Boarding There are 12 boarding gates in Terminal 2A and 14 in Terminal 2B. All of them are open gates gates that share space with larger areas in the departure lounge. This gives passengers the opportunity to continue enjoying the shops and restaurants on offer for longer. Aircraft stands Aircraft stands are the areas where aircraft park when passengers embark and disembark. Ten stands in Terminal 2A, two of which are flexible stands (a single large aircraft stand that can take two smaller aircraft) which means that up to 12 aircraft can park here at one time. 14 stands in Terminal 2B, increasing to 16 in Terminal 2A handles domestic and international flights. Terminal 2B handles international flights only. Arrivals Baggage Arriving passengers collect their bags from one of two baggage reclaim halls. One is for domestic passengers; the other, for international. Both halls are in Terminal 2A. The international hall has eight reclaim belts, all capable of handling A380-size aircraft. The domestic hall has two reclaim belts and direct access to the arrivals hall without passengers having to go through customs. Passport control For passengers landing at Terminal 2, passport control is in Terminal 2A. There, they will find a mix of EU and non-eu lanes, E-gates, Fast Track and lanes for passengers with reduced mobility. The passport control area incorporates a flexible queue maze that can be altered to deal with varying passenger volumes throughout the day. Adaptation to suit passenger flows improves the passenger experience. Arrivals hall The arrivals hall is a wide open space, spanning the width of the terminal building from north to south. It is a pleasant and easy environment for friends and family to welcome passengers off their flights. Within the arrivals hall, passengers will find a court area for leaving the terminal and a covered area dominated by the iconic Slipstream artwork. 28 Heathrow s New Terminal 2

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30 1:5 ratio Disclaimer Please note this artwork should not be reproduced without the permission of the airline Before going to print please ensure you have the Pantone colour references. This airline logo is only current and up to date on the day it is downloaded from this site. Do not keep and reprint from it at a later date as it may be superseded by a more up to date version. Disclaimer Please note this artwork should not be reproduced without the permission of the airline Before going to print please ensure you have the Pantone colour references. This airline logo is only current and up to date on the day it is downloaded from this site. Do not keep and reprint from it at a later date as it may be superseded by a more up to date version. Current contact: bford@thy.com obattal@thy.com eyesildoruk@thy.com Disclaimer Please note this artwork should not be reproduced without the permission of the airline Before going to print please ensure you have the 30 Heathrow s New Terminal 2 Pantone colour references. This airline logo is only current and up to date on the day it is downloaded from this site. Do not keep and reprint from it at a later date as it may be superseded by a more up to date version. Current contact: Disclaimer Please note this artwork should not be reproduced without the permission of the airline Before going to print please ensure you have the Pantone colour references. This airline logo is only current and up to date on the day it is downloaded from this site. Do not keep and reprint from it at a later date as it may be superseded by a more up to date version. Current contact: Gil Tripo Disclaimer gtripo@tap.pt Please note this artwork should not be reproduced without the permission of the airline Before going to print please ensure you have the Pantone colour references. This airline logo is only current and up to date on the day it is downloaded from this site. Do not keep and reprint from it at a later date as it may be superseded by a more up to date version. Current contact:?? HOME OF STAR ALLIANCE Current contact: naomi.minnett@swiss.com Disclaimer Please note this artwork should not be reproduced without the permission of the airline Before going to print please ensure you have the Pantone colour references. This airline logo is only current and up to date on the day it is downloaded from this site. Do not keep and reprint from it at a later date as it may be superseded by a more up to date version. Current contact: david.morgan@thaiairways.co.uk

31 Terminal 2 design and build Luis Vidal and Architects are the lead architects for Terminal 2, collaborating with Foster and Partners during the project phase and Pascall+Watson during fit out. The two main contractors are HETCo (a joint venture between Ferrovial Agroman and Laing O Rourke) and Balfour Beatty.

32 heathrow.com/t2 Heathrow Airport Limited 2013 NND 0613