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The Service Quality Rebate Scheme was introduced by the CAA to identify the service standards that airlines and passengers could expect from Heathrow in return for the regulatory charges they paid. Where performance falls below a certain level, Heathrow must repay a proportion of charges levied back to the airlines. The service quality rebate scheme is a Licence condition in Q6.
Key features of the scheme:
Changes to the scheme in Q6 include:
The scheme also includes a bonus element on passenger satisfaction measures to reward high performance that benefits passengers. The maximum additional revenue achievable via bonuses at Heathrow is 1.44 % of airport charges.
The following Service Quality Rebate reports combine all terminal reports and also include aerodrome congestion and control post queuing. All links open in a new window.
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