For over a decade, Heathrow’s Airport Operations Centre (APOC) has been the nerve centre that ensures smooth day-to-day operations at one of the world’s busiest airports. With up to fifty specialists from across the airport community in the APOC, the team manages a vast array of operational responsibilities, combining advanced technology, expert coordination, and real-time collaboration to address challenges and deliver exceptional service to millions of passengers, ensuring Heathrow functions efficiently and securely 24/7.
In the latest episode of Altitude, Kelly Stone MBE, Heathrow Head of Airport Operations and Jeannine Fernandes, NATS Heathrow Air Traffic Coordinator, joined our host Ady Dolan for an exclusive behind-the-scenes look at the inner workings of Europe’s busiest airport and how the centre is evolving to meet future demands.
Where it all Happens
How do we describe the APOC? Imagine a bustling orchestra pit, where each musician needs to be in sync with the conductor. That is what Heathrow’s APOC feels like. However, instead of instruments, we have teams: baggage managers, security leaders, and air traffic specialists, etc., all working together to keep the airport moving. APOC has been designed to bring everyone together in one room (under the Airport Operations Manager direction), fostering a sense of shared purpose and enabling quick, decisive action when needed. Although breakout rooms are available for specific command teams during major events, the core of APOC revolves around co-locating key personnel—this includes those responsible for immediate emergency response and triage, alongside those who deliver live operations.
“When I speak with airport operators around the globe, I often find that Heathrow’s APOC concept has become a benchmark, said Kelly Stone. “While they may call it a “command-and-control centre” or a “collocated operations centre,” the principle of bringing key teams together in one central location is now widely recognised as best practice for major international airports.”
“Ten years ago, when we started our design journey to this centralised approach, it was considered innovative. Now, it is the standard. Previously, we had separate control centres for each terminal and a central hub for key functions like traffic management and engineering. However, we have since found that true power lies in bringing everyone together – from meteorological and aircraft operations specialist to engineers and baggage personnel.”
From managing the daily operation to planning for high-profile arrivals like Air Force One, APOC plays a critical role in planning and coordinating minor and major activities at Heathrow. Stone noted that the secret to managing big, planned events is about ensuring they do not impact regular operations as far as possible. “The team works tirelessly to deliver the same level of service to every passenger.”
This is only possible with the HOEC – the Heathrow Operations Efficiency Cell – a small team of NATS air traffic coordinators, constantly analysing the situation and creating a roadmap for the days ahead. They anticipate potential challenges, like weather delays, and are crucial to how the APOC adjusts its plans, running ‘what if’ scenarios through the Demand Capacity Balancer tool. Their collaborative ethos extends beyond its physical boundaries. Daily communication with the NATS team at Swanwick and Eurocontrol helps the HOEC team identify and ease bottlenecks and optimise traffic flows. Jeannine emphasised the importance of these connections: “We have a unique setup at Heathrow, but it’s our ability to collaborate that ensures smooth operations.”
The Role of Data and Technology
Celebrating a decade of success, Heathrow’s APOC is now looking ahead to a future powered by data and technology. Kelly Stone envisions a future where AI and advanced analytics become integral to decision-making, enabling teams to proactively anticipate and manage disruptions. “By harnessing the power of data,” she explained, “we can fine-tune every aspect of our operation, solidifying Heathrow’s position at the forefront of innovation and operational excellence.”
As airspace becomes increasingly congested and global challenges like climate change and geopolitical instability intensify, the role of APOC will become even more critical. Stone emphasises the transformative potential of these advancements: “The APOC of the future will be data-driven, leveraging innovative technology to deliver efficient and sustainable air travel for generations to come.”
Watch the full episode now on YouTube or listen wherever you get your podcasts.
