Rod Fraser

Rod is experienced in trading and commercial, business change, people change, customer-focused change, transition and transformation, portfolio management, executive support functions and program delivery. Currently, he is head of strategic planning, responsible for cross-operational strategy, thought leadership and supporting the operations leadership team at Heathrow. The role includes reviewing practical applications of GenAI, automation and robotics to transform airport operations. Specific focus areas include turnaround management, stand allocation and planning, and future roadmap creation.

---

Improving on-time performance (OTP) at Heathrow

Improved punctuality is key to achieving Heathrow Airport’s strategic objectives and, like many major airports, a changing operating environment is making improvements challenging. Heathrow worked on its journey to a double-digit (14 ppt) improvement in punctuality by setting up an integrated portfolio of initiatives. These initiatives will deliver ongoing customer experience, safety and efficiency enhancements that will benefit airlines, employees, passengers and the environment. Delivery required a collaborative approach, working with stakeholders across the airport, including airlines and ground handlers, with the goal to deliver effective change in the short and longer terms.

The audience will learn:

• A successful approach to improving punctuality
• The critical factors that drove the improvement in OTP
• Making use of all available data
• Putting the plan in place
• Taking a collaborative and integrated approach to working with stakeholders across the airport ecosystem