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In line with other UK airports, Heathrow Airport introduced a Terminal Drop-Off Charge (TDOC), a charge for dropping passengers off at each of the terminal departure forecourts, to encourage a shift towards public transport or car sharing and help achieve its sustainability objectives. The TDOC will support long term environmental and sustainability benefits to the local area.
Involved from initial design through delivery, and beyond launch, Arup was appointed to provide advisory services and support to Heathrow across the project. Aiming to provide a seamless customer experience, we developed the requirements to implement a barrierless ANPR (Automatic Number Plate Recognition) as well as a back-office payment system. While the first captures the vehicles entering and exiting the forecourts, the second allows customers to pay automatically.
Achieving a high level of payment compliance, the TDOC demonstrates to be a successful strategy to reduce the environmental impact of private cars while delivering a great customer service and generating additional revenue which can be invested in further sustainability initiatives.
Project Summary
<12 months delivery time
>90%payment compliance rate
Providing support throughout the project
As its first free-flow charging scheme, Heathrow Airport required expert advice on how to design, implement, validate and operate the scheme, as well as to monitor its performance after launch. Commencing in October 2020, our team developed different design options, allowing the airport operator to take informed decisions and select the most suitable option to achieve its sustainability goals.
Working closely with internal stakeholders was key to ensure the TDOC was aligned with their standards and policies on vehicle detection, payment system and signage, amongst others. Their feedback also allowed us to create a design that minimises the impact on regular users such as customers, taxi drivers and airlines, helping Heathrow Airport gain their approval. In addition, we developed the testing strategy which made it possible to launch the scheme in November 2021.
Aiming to reinforce the positive feedback from customers and stakeholders, we continue to support Heathrow Airport by monitoring performance and giving recommendations to improve the service. Based on these, we are also helping implement changes which will provide a better customer experience while delivering greater environmental outcomes.
Creating a positive environment and user experience
The TDOC supports the decarbonisation of Heathrow Airport’s operations by encouraging travellers to use public transport or ride share when travelling to the airport. The implementation of a barrierless solution also avoids additional carbon emissions caused by vehicles queuing to enter and exit the forecourts. Minimising traffic congestion brings benefits not only to the environment but also to the local community, which benefit from improved air quality and reduced noise pollution.
Providing a seamless user experience was also a key priority when planning the scheme. Taking advantage of digital solutions and automation, our design facilitates on-site payment and customer support services, and also minimises incorrect vehicle charging. The system provides data on the use of forecourts, offering Heathrow Airport insights on how to keep providing an excellent experience at the busiest times. Part of the monitoring system, the ANPR cameras discourage poor driver behaviours, increasing the safety of other drivers and pedestrians using the space.
“Arup was instrumental in helping us shape the design of the scheme in order to achieve the benefits and timescales of the project we have aimed to achieve. ” Steve Bogg Project Manager, Heathrow Airport
Overcoming the challenges of COVID-19
The TDOC was one of the first major projects Heathrow Airport designed and delivered during COVID-19. With most meetings and communications taking place on virtual platforms, we streamlined and facilitated communications to minimise the impact of remote working on the progression of the project. As just a few members were allowed on site during lockdown periods to protect the health of the teams involved, delivering the project on time became one of the biggest challenges.
While similar projects would have required at least 24 months to be finalised, we delivered the TDOC in less than 12 months. Demonstrating that cooperation and trust are crucial elements when working on any kind of project, our close relationship with Heathrow Airport and the rest of organisations allowed the launch of the project in less time than similar schemes.
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