We have exceeded punctuality and baggage targets across the network,achieving record customer satisfaction scores. Service for premium customers has been upgraded with the new Club World product, now fitted to all Boeing 747 aircraft and over half of our Boeing 777
aircraft, and this year we will launch our new First cabin. The Galleries lounges at
Terminal 5 and Terminal 3 have had a fantastic reception and we are using the same concept at other key airports such as Milan, Johannesburg and Vancouver.