Your airport www.bristolairport.co.uk Issue 13 > Winter 2016 First class honours
Bristol Airport has been ranked the best in the UK in a benchmarking programme measuring passenger satisfaction.
Airport Service Quality (ASQ) process, from check-in on is the industry standard for departure to baggage reclaim airports across the world and is when returning home. Overall managed by the Airports Council satisfaction is also split by International (ACI). Success journey purpose, enabling came during the third quarter of airports to assess how well they 2016, which included the busiest meet the needs of business summer in the Airport’s history. and leisure passengers. Bristol Airport was ranked number one As well as measuring overall in the UK for business passenger customer satisfaction, ASQ rates satisfaction, as well as specific airports against more than 30 indicators including comfort of different indicators, covering waiting and gate areas. all parts of the passenger
Arrivals revival With the west terminal extension close to The £2.3 million project will see of a new World Duty free completion - including a major overhaul of the 10 of the latest ePassport gates store, the changes will make installed, providing a safe, secure a significant difference to the security search area - attention has now turned to and speedy alternative to the passenger experience. conventional border control upgrading facilities for arriving passengers. Space The upgraded immigration process. As well as introducing hall will open in spring is currently limited in the immigration hall, but new equipment, the immigration 2017. Unfortunately, as an completion of the terminal extension will enable hall will be redesigned to create a unavoidable part of this more welcoming environment for it to be enlarged to house seven additional improvement work, no ePassport overseas visitors and UK residents gates will be available to passport control points. returning home. passengers for a period between The new ePassport gates are January and Easter. In the faster, and can be used by meantime, arriving passengers passengers aged 12 years and can help keep time spent at over (those currently installed the border to a minimum by at Bristol Airport are limited having passports open to the to passengers aged 18 and photograph page and removing over). Combined with recent hats and sunglasses in advance improvements to the ‘meet and of inspection, with families greet’ and baggage reclaim areas, encouraged to go through the along with the addition border together.
1 Sustainability
Focus on waste Landmark During 2016 the Bristol Airport team has renewed its focus on waste management, ensuring that as much waste as possible is separated flight carbon and recycled. deal struck As a large site with multiple cafes, restaurants and shops, the Airport generates lots of waste, and the amount increases significantly in the busier summer months. In early 2016, waste segregation methods on site were refreshed and improved, and positive results are now In October, members of being seen. the International Civil Aviation Organisation Quick facts: (ICAO) agreed to support the implementation of a scheme to offset the carbon emissions from international flights. Sixty-five nations, representing 85 per cent 49 tonnes of international air traffic, of food waste were collected - A new scheme has been have indicated that they will the same weight as an aircraft introduced to donate pushchairs participate in the voluntary tug. This food waste goes to an which go unclaimed from left anaerobic digestion plant where luggage for re-use by families pilot phase of the scheme. it is converted into power and through our charity of the year, biofertiliser. Children’s Hospice South West.
Lots of plastic water bottles are left at security because of the restrictions on liquids. These get emptied, packaged and squashed into blocks and sent for recycling.
CARDBOARD PLASTICS CANS PAPER
This step makes aviation the first global industry sector to sign up to a carbon-offsetting scheme Mixed-up recyclable items are sent to a facility in Avonmouth where they which is also supported by a are separated out into the individual materials - cardboard, plastics, cans commitment to continue making and paper- ready for recycling. technological improvements to engines and airframes, air traffic management efficiencies and the use of alternative fuels. Staff have Between January and June 579 been given tonnes of waste were produced. It comes at a time when Bristol reusable cups Airport is continuing to invest in (pictured) reducing emissions. The latest project is the conversion of large floodlights for use in Less across our aircraft parking areas into staff cafés to LED lights. The new lights will be more reduce the use than energy efficient as well as requiring of disposable less maintenance. coffee cups. of this waste went to landfill.
2 Sustainability Passenger experience
Information station Hotel nears completion As part of upgrades to the departure lounge, a new airside information desk has been installed, providing a central point for customer enquiries. Staffed by Bristol Airport’s friendly customer experience team (Veronica Hinton and Robin O’Neill are pictured), the desk is the place to go whether you want to know where to warm baby milk or buy the latest designer sunglasses.
Bristol Airport’s first on-site hotel is taking shape just a stone’s throw from the terminal building. The 201-room Hampton- by-Hilton will open in early 2017, providing a convenient accommodation option for passengers, particularly before an early morning departure or an arrival late in the evening.
Rousing reception Last minute lifesaver
For nearly one million passengers each year, the Silver Zone car park There is now no excuse for forms the first and last impression of Bristol Airport. That is why plans forgetting those promised are in motion to replace the current reception building with a new gifts for friends, family or work facility which will provide a warmer welcome, as well as an improved colleagues following a trip away, working environment for up to 50 members of the Airport’s ground thanks to the new WDF store in transportation team at any one time. arrivals. What is more, it means passengers can pick up last The new two-storey structure will be located at the heart of Silver Zone, creating efficiencies in what is a busy 24-hour operation catering for thousands of cars a day during the peak minute treats without the hassle summer season. of having to fit them into their luggage before boarding the flight home.
The new store is open to passengers arriving on international and domestic flights and stocks a range of fragrances, chocolates and liquor.
3 Serving our region
View from the CEO: Wall of fame ‘Don’t forget the role As part of the £24 million west terminal extension, an inspirational of regionals’ digital wall combining cutting-edge technology and creative content has been installed as the backdrop to the central security search area.
The screen is 14 metres long, with a picture made up more than five million pixels. This provides a visual platform for sequences showcasing iconic locations across the South West, as well as short videos telling the story of ‘amazing journeys’ made by local people – including Olympic gymnast and star of Strictly Come Dancing, Claudia Fragapane and Dan Parry-Jones, a Bristol-based artist.
The screen also gives up-to-the-minute weather information from Following the Government’s selected destinations across Bristol Airport’s route network. announcement of support for a third runway at Heathrow, Bristol Airport’s Chief Executive, Robert Sinclair, champions the role of regional airports.
While the Government decision to back expansion at Heathrow reflects a desire to keep Britain moving and demonstrate the country is open for business in a post-Brexit era, it is worth noting that most passengers flying into and out of the UK use other airports. That is why the benefits of increased connectivity, inbound tourism and more jobs must be spread across the whole country, not just concentrated in London. In particular, major regional airports, like Bristol, should not be overlooked following what has been a South East focused debate. The solution to capacity constraints in London has dominated the UK aviation agenda for decades, yet - even with Government support - a third runway at Heathrow remains many years away. Better use of existing capacity must be a priority in the meantime. For many passengers beyond the capital, there is another option in the shape of resurgent airports such as Bristol. Simply funnelling passengers from all over the UK into Heathrow is not a comprehensive or sustainable transport strategy. More needs to be done to improve surface access to regional airports which can meet demand closer to where it arises, reducing journey times for travellers and encouraging public transport use in the process. This would demonstrate the Government’s commitment to balanced aviation growth with real benefits beyond the South East.
4 Serving our region
Links effect
The opening of the South Bristol Link (SBL) this winter is good news for passengers travelling to Bristol Airport from the north, east and west, as well as helping to take traffic off minor roads through local villages. Along with the other rapid transit routes which make up the MetroBus network – to which Bristol Airport has contributed nearly £5 million – the SBL will also improve journey time reliability for public transport services between the Airport and Bristol city centre. However, Bristol Airport remains the only top ten UK airport without either road access to at least dual carriageway standard or a direct rail link. Lack of resilience and capacity in the transport network can already cause delays to passengers, staff and local people at peak travel times. Further surface access improvements would address this as well as helping to unlock greater economic benefits for local businesses and cutting journey times for commuters to and from Bristol. A proposal to look at options for a Bristol South West Economic Link – focused on the A38 corridor between Bristol and the Airport – would be a positive first step towards addressing this connectivity challenge, as well as potentially delivering a step-change in multi-modal public transport provision to and from Bristol Airport.
Making connections
The search for new routes took Bristol Airport’s aviation team to Chengdu in China in September for the 22nd World Route Development Forum. World Routes brings together 3,000 professionals from the world’s leading airlines, airports and tourism authorities over three concentrated business days, with the aim of creating new connections. With support from national tourism agency, Visit Britain, the Bristol team showcased the region’s key economic sectors and tourism attractions, building awareness which it is hoped will translate into links to new markets in future.
5 Our community
Crowd-puller Rare bats found in Free Flyer travel Claverham For a third successive year, for local Diamond Bristol Airport’s firefighting team displayed one their specially travelcard holders designed fire vehicles (pictured) Following the withdrawal as part of the Emergency of free travel on the Flyer Services Day at Weston-super- bus for holders of Diamond Mare this summer. travelcards earlier this year, The fire team volunteered on their day off to arrangements have been put attend the show, and crowds flocked around in place for some local card- the vehicle for a chance to sit in the cab! holders to continue enjoying Members of the public were amazed by the sheer size of the vehicle - it would take five free travel between Bristol standard fire engines just to top up the water city centre and Bristol Airport. tank of one airport fire vehicle, which can An environmental project supported by the hold over 10,000 litres. Bristol Airport Local Community Fund has uncovered a rare breed of bat in Claverham, North Somerset. A survey carried out by Yatton and Congresbury Wildlife Action Group (YACWAG), using equipment funded by a donation from the Local Community Fund, revealed Claverham is home to a greater number of a serotine bats than anywhere else in the country. The serotine bat is one of Britain’s largest bat species and usually one of the first to appear in the The concession applies to evening, often emerging in good light. anyone living permanently in the postcode areas BS40, Aviation Fair a flying success BS41 8, BS48, BS49 BS29 or BS25. Residents in these In September, Bristol Airport’s administration building played areas who are also Diamond host to the annual Aviation Fair, which many of the 900 people travelcard holders can travel attending on the day reported was the best yet. Comments regularly free of charge on the Flyer overheard on the day included “oh Dad, look at that plane” and on production of a valid “can I have one of those” – the latter in relation to the fantastic Diamond travelcard and aircraft models on display! There was a great atmosphere, with lots Bristol Airport’s concessionary of young aviators enjoying the views, and some even taking the travel scheme card. Normal controls of a flight simulator. restrictions apply and travel is free Monday to Friday Organisations taking stands included the police, the Bristol Aero Collection, the Bristol from 9am-4am and anytime & Wessex Aero Club, Bristol Balloons, and Saturday, Sunday or public the Bristol Airport Air Cadet Squadron. holidays The Fair featured live on BBC Radio Bristol during the morning programme and was Concessionary travel scheme card covered extensively in the Bristol Post. Not application forms are available on only was the Fair enjoyed by many families Bristol Airport’s website or from the on the day, but it also raised a staggering Flyer kiosk on the terminal forecourt. £1,000 for Bristol Airport’s charity of the year, Children’s Hospice South West.
6 Our community Airport people
Volunteer force
In July, Bristol Airport welcomed a number of local community and charity groups to the administration building to meet members of staff. The event helped to raise awareness of the volunteering opportunities available in the local community. During the afternoon organisations including North Somerset Fostering, North Somerset Libraries, Voluntary Action North Somerset and the Bristol Airport Air Cadet Squadron provided information and spoke about their work and ways in which Airport staff could get involved.
Taking safety seriously
Safety is paramount in airport operations, and the Bristol Airport Fire and Rescue Service plays a vital role in ensuring a swift response in the event of any incident involving staff or passengers. Chief Fire Officer, Gary O’Neill, explains how his team is structured to ensure round-the-clock support is in place.
Bristol Airport makes a big investment in the Fire and Rescue Service, providing facilities and equipment - from vehicles and rescue equipment to training and development. We have fantastic facilities on which to practice our skills, including an aircraft simulator and a villa complex which enables us to practice different scenarios, including working at height. When we recruit for new firefighters we always receive lots of applications, so competition for the chance to join the team is intense. What we look for in a candidate is determination and self- discipline, while being a team player is also a must. It can take 12 months to get a new recruit fully competent in their role. As well as learning from the experienced team at the Airport, this also involves a residential The Fire and Rescue Service consists of the event of an incident, we are already firefighting training course, first aid training, four different watches - Red, Blue, White familiar with each other, and understand breathing apparatus training, and driver and Green - corresponding with the system our respective operational capabilities and training to LGV level. and terminology employed by the local command structures. authority fire service. This means that when, Once qualified, the new recruit will We have a total of 46 people in the team, for example, Red Watch are on duty at the continue to be assessed regularly to from firefighters to station officers. An Airport so are their Red Watch counterparts ensure competences are maintained. individual’s roles and responsibilities are in the Avon Fire and Rescue Service, With the continued development of the dependent on the position they hold – but, providing both organisations with the terminal, combined with changes in aircraft whatever your rank, this is a very exciting, opportunity to get to know each other technology, we are constantly adding to our rewarding and interesting place to work. and train together. This means that in skill set in order to keep the Airport safe.
7 News round-up
Monkey business Working together Know your limits Fifty different organisations are Everyone wants to have based at Bristol Airport, many of an enjoyable start to their who play a part somewhere along journey, but anti-social the passenger journey - so, it is behaviour by a minority important that everyone is pulling can occasionally spoil the in the same direction. experience for everyone. There is nothing wrong That is why Bristol Airport held a review session at the end of the summer season, with enjoying a drink before inviting representatives from key business heading off on holiday, but Bristol Airport’s Fire and Rescue Service has partners (pictured with Bristol Airport passengers should be aware teamed up with Monkey World in Dorset to CEO, Robert Sinclair) along to share their set up a recycling project with a difference experiences and discuss future plans. that excessive drinking could by donating old and unwanted lengths of result in them not being fire hose. allowed to travel. Over time, firefighting hoses become damaged and worn and are no longer That is why Bristol Airport has come suitable for their intended use. Rather than together with other UK airports, destroying old hoses, the Airport’s Fire and airlines, retailers and airport police to Rescue Service donate them to good causes create an industry Code of Practice on where alternative uses can be found. For disruptive passengers. The purpose example, local zoos and animal sanctuaries of this voluntary code is to create a can use the redundant kit to create common, consistent approach that interesting surroundings for animals. coordinates and enhances existing Held at Yeo Valley’s HQ in nearby Blagdon, efforts to prevent and minimise This year, more than 175 metres of soft the day was a great opportunity to discuss disruptive passenger behaviour. collapsible fire hose and 15 metres of hard ways of delivering the improvements fixed hose have been donated to Monkey required to cement number one ASQ status Pictured is a sealed tamper proof bag World in Dorset where it will be used to (see front page). All involved committed to which discourages consumption of mimic branches, trees and foliage for the continuing to work as one team to deliver duty free alcohol on board flights. residents to swing and play on. great customer service. Shop smart
The Airport Operators Association (AOA) and the UK Travel Retail Forum (UKTRF) have launched a Code of Practice for airport retailers to ensure greater transparency on how customers benefit from the VAT relief concession for airport retailers.
The industry-wide set of guidelines aims to give clarity to customers by requiring airport retailers to provide a clear explanation to all customers on how the VAT benefit is used and on when and why customers are required to present boarding passes. The guidelines enshrine current best practice on VAT relief in airports and are set out in store for customers. Pictured is point of sale information from WDF’s departure lounge store at Bristol Airport. More information can be found at www.uktrf.co.uk.
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