Progress against our
Business Plan
BP11
The rolling three-year business plan,
BP11, set out our agenda for 2008/09.
Our main aims were to build on Terminal 5’s strengths to upgrade the customer
experience, continue to make the business more cost effective, grow our operations
and make corporate responsibility aprominent part of our business. Record
fuel prices and the global downturn meantwe needed to revise our plans and reset
priorities. Nevertheless, we have stillmade significant progress against our
original goals, laying the foundationsfor future success
An upgraded customer experience Terminal 5 has transformed our operational performance and customer service.