NOVEMBER 2011 GROUND AGS SERVICES

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LUFTHANSA: TURKISH GROUND AIR CARGO HANDLING IATA TRAINING: HANDS OFF SERVICES EYES HANDLING IN DIVERSITY OUT ENHANCING BUT IN CHARGE EXPANSION PICTURES OF AFRICA THE OFFERING

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PUBLISHER/EDITOR CONTENTS +P.VSSBZ T: +44 (0)1992 424193 2 Handling update &KP!FWBJOUDPN 4 IT update HEAD OF FINANCE/ADMINISTRATION 6 Cargo update 4UFWF.VSSBZ T: +44 (0)1992 424193 8 Routes update &TUFWF!FWBJOUDPN 10 -VGUIBOTBIBOETPGGCVUlSNMZ SALES MANAGER .BY3BKB in charge on the ground T: +44 (0)208 668 1420 Jo Murray speaks to Nils Ecke, Vice President Product Management & &NBY!FWBJOUDPN Passenger Services, and Oliver Widmann, Head of Commercial Airport Relations, , about the airline’s penchant for outsourcing the handling function and yet ADVERTISING SALES EXECUTIVE remaining firmly in charge of all the important parameters on the ground (SBDF)FXJUU T: +44 (0)208 660 2371 14 Turkish Ground Services: &HSBDF!FWBJOUDPN FZFJOHFYQBOTJPOBUIPNFBOEBXBZ Turkish Ground Services comprises more than 3,000 pieces of equipment and 6,000 INTERNATIONAL MEDIA AND Airline Ground Services CONFERENCE PRODUCER staff. It offers ramp, passenger and cargo handling services. Parveen Raja finds out more from Bayram Özçelik, General Manager of TGS T: +44 (0)208 660 9116 F: +44 (0)208 660 3008 16 /PSXFHJBOTUSJWJOHUPXBSETCFJOHMFBO &QBSWFFO!FWBJOUDPN Norwegian Air Shuttle is the second largest airline in Scandinavia, and has a route network that stretches across Europe into North Africa and the Middle East. Lasse DESIGN & PRODUCTION Sandaker-Nielsen, spokesperson for Norwegian, explains how the airline manages its Sheldon Pink operations on the ground T: +44 (0)7736 312001 &NSQJOLUPP!HNBJMDPN 18 $JNCFS4UFSMJOHBWFSZBDUJWFQBSUOFS JOUIFEFWFMPQNFOUPGHSPVOETFSWJDFT Rikke H Pallesen, Director Ground Operations, at Sterling tells Airline Ground ISSN 2040-476X Services that the airline strives to offer the best service to all its passengers 1VCMJTIFERVBSUFSMZCZ &7"*OUFSOBUJPOBM 20 5SBWFMQPSUGSPN(%4UP%$4BOENVDIGVSUIFS 10#PY Robert Sikam, Director, Airline IT solutions, EMEA, Travelport, tells Jo Murray that $IFTIVOU 8BMUIBN$SPTT &/&( 6, there is not necessarily a clear cross over in terms of customers between the GDS part of the business and the Airline IT Solutions business but both have a vital role to play 1SJOUFECZ )FBEMFZ#SPUIFST 25 %BOVCF8JOHTNFFUJOHIJHI&VSPQFBOTUBOEBSET The Invicta Press, -PXFS2VFFOT3PBE Danube Wings, the Slovak air carrier, transported 86,894 passengers in 2010. We speak "TIGPSE ,FOU5/)) 6, to Captain Peter Galovic, Chief Executive Officer, Danube Wings, about the airline’s arrangements for ground handling Please send address changes and subscription orders to &7"*OUFSOBUJPOBM 26 Air cargo handling conference 2011 Airline Ground Services takes a visual look back at the recent event in 32 "MMJFECZRVBMJUZ Hassan Nashaat is the Commercial Director of the International Aviation Business (IAB) in Issue 12 © 2011 . He explains to Jo Murray how IAB is participating in an alliance of handlers $POUFOUNBZOPUCFSFQSPEVDFEJO 34 Aviator: the objectives keep BOZGPSNBUXJUIPVUXSJUUFOQFSNJTTJPO GSPN&7"*OUFSOBUJPOBM HSPXJOHBTUIFCVTJOFTTHSPXT Jo Murray speaks to Paul Synnott, Chief Executive Officer of Aviator 36 "GSJDBCSFFEJOHVOJGPSNJUZPVUPGEJWFSTJUZ There is nothing homogenous about Africa and yet this continent has to develop uniform practices across its international industries, especially aviation – a challenge for any continent and for any industry. Jo Murray reports

NOVEMBER 2011 AIRLINE GROUND 41 IATA training: enhancing the offering AGS SERVICES Jo Murray finds out about the way in which IATA is enhancing its training offering in relation to ground services and associated activities 44 "4&(SPVQCSPBEFOTJUTPVUMPPL Mohamed Hanno is the Executive Chairman of the ASE Group “Egypt, Morocco & UAE” and the CEO of ASE – Aero Services Egypt. He talks to us 46 %PJOHCVTJOFTTXJUIJOUIF6, BGUFSUIF#SJCFSZ"DUnBOFXMBOETDBQF www.evaint.com

LUFTHANSA: TURKISH GROUND AIR CARGO HANDLING IATA TRAINING: HANDS OFF SERVICES EYES HANDLING IN DIVERSITY OUT ENHANCING BUT IN CHARGE EXPANSION PICTURES OF AFRICA THE OFFERING The Bribery Act 2010 received Royal Assent on 8 April 2010 and came into force 1 July 2011 in the United Kingdom. Phil Walton, Partner in Mundays LLP, explains

www.evaint.com November 2011 Airline Ground Services 1 NEWS | HANDLING UPDATE HANDLING UPDATE NEGOTIATIONS AT SWISSPORT currently executing ’s ramp handling activities in Finnair is in negotiations with Swissport International about the hub, would transfer to the service of Swissport its baggage and apron services at . The under their present terms of employment if Swissport and aim is to conclude negotiations before the end of the year. Finnair reach an agreement. Swissport International plans “Developing partnership networks is part of Finnair’s key to establish a ground-handling organisation in Helsinki ca- strategy. Swissport is a global professional organisation that pable of offering the full range of ground handling services to has strong expertise in ground handling services. With the all operating at Helsinki airport. cooperation, we aim for even better quality and cost-effi ciency,” In other news, Swissport has appointed its new says Finnair’s Chief Operating Offi cer Ville Iho. management team to run the ground handling Juan Jose Andres Alvez, Executive Vice Presi- operations at . Marcel Buelens dent Ground Handling EMEA at Swissport Inter- as CEO and Alex Weidmann in his function as national, says: “I am extremely excited about these COO will lead and manage Swissport’s ground negotiations to cooperate with Finnair at their handling operations in Brussels. Swissport Cargo hub in Helsinki in the future, to help build them a Services will remain under the lead of Managing strong platform with our services for the benefi t of Director Patrick Minsart. Finnair’s growth strategy. Our Swissport Formula Finally, Swissport has appointed Roman offers Finnair innovation and fl exibility, combined Hermann (left) as the company’s new Executive with high levels of reliability and quality.” Vice President for Business Development effec- The employees working for Barona Handling, tive October 1, 2011.

BAS APPOINTS NEW CEO SFS has provided into plane fuelling ing on the new business, Robin Ward, Bahrain Airport Services (BAS) Chair- for United Express at ORD, adding Servisair’s Vice President of Busi- man announced the appointment of United’s mainline fuelling operations ness Development, says: “We are very Mr. George Saounatsos as the new CEO in 2005. Today, these combined opera- pleased to have secured this contract effective 16th October 2011. George tions encompass over 220,000 aircraft and we look forward to a very success- brings a unique depth of experience and fuelling operations at ORD each year. ful partnership for many years to come.” expertise to the company, having held Matt Ellingson, President of SFS, senior positions for several major avia- comments: “Servisair is honoured to FLIGHTCARE PROVIDES tion companies and in Europe have been selected by United to con- FREE HANDLING & the Middle East. tinue providing these vital services to Flightcare, an FCC Group subsidiary United at their largest Hub operation. specialised in ramp, passenger and cargo As part of the new agreement, SFS will handling at airports, sponsored an initia- make a signifi cant fi nancial investment tive at Manises airport in Valencia which of several million dollars, deploying was organised by the Dutch Red Cross. At new state-of-the-art, ecological friendly 10.00, an -KLM fl ight arrived fuelling assets that will reduce the gen- carrying approximately 70 passengers eration of greenhouse gases and ground with chronic illness or disabilities, about equipment congestion around United 20 of them in wheelchairs, who were aircraft. These new fuelling assets planning a special day in Valencia. They will also simultaneously enhance the were accompanied by personnel from the ground safety of all employees involved Red Cross and KLM, as well as doctors, in servicing United’s aircraft at ORD”. nurses, relatives, and Dutch journalists. Just prior to this, Servisair an- Aena and Flightcare coordinated the nounced that it has been awarded a new services to handle the fl ight. Mr. George Saounatsos contract with Porter Airlines at Boston. The contract includes passenger serv- TIGER AIRWAYS USES BFS SERVISAIR RENEWS ice, ramp handling, cabin cleaning and Tiger Airways from Singapore has start- FUELLING CONTRACT de-icing and became effective on Au- ed using ground and cargo handling Servisair Fuel Services (SFS) has an- gust 5, 2011. Servisair already provides services from Flight Services nounced the renewal of its into-plane into-plane fuelling services to Porter (BFS) after having used just BFS passen- fuelling contract with United Air Lines Airlines, who commenced service be- ger handling service at at Chicago O’Hare International Air- tween Boston and Toronto City Center Airport since December 2009. This up- port (ORD) through 2016. Since 2003, Airport in September, 2009. Comment- grade means BFS is now a full handler to

2 Airline Ground Services November 2011 www.evaint.com NEWS | HANDLING UPDATE

Tiger Airways, including the provision of expansion projects. ASIG was chosen as for the provision of passenger and passenger, ramp and cargo handling. the new provider and under the licens- weight and balance services to CITYJET Flight TR2102 of Tiger Airways ing agreement will manage and operate at City Airport. was the fi rst fl ight to use BFS ramp the airport’s sole jet fuel facility as well This contract represents approxi- and cargo services. It fl ew in to Suvar- as provide aircraft refuelling services mately 30% of the total fl ight activity in nabhumi Airport on Friday September to all of the airlines serving PTY. The the airport which is located in the heart 30, 2011 carrying 135 passengers from company expects to fuel approximately of the English capital. The expected Singapore and touched down at 07:55. 3,900 fl ights a month at the airport. number of fl ights to be serviced for the The BFS team was led by Javed Malik, Commenting on the new license, duration of the handling contract is Services Delivery – Ground Director, Keith P Ryan, ASIG President, says: 37,500. Sky Handling Partner UK will who was on the ground to welcome the “We are extremely happy to have been also benefi t from the anticipated in- fl ight and made sure that every step ran selected as the new provider at Tocumen crease in air business traffi c at London smoothly. He presented the BFS Certifi - which represents City Airport due to the hosting of the cate of Appreciation and gave souvenirs our entry into the Central American Olympic games in 2012. to the captain and crews. Shortly after, market. Strategic expansion into new TR2103 returned to Singapore at 08:51 markets is central to ASIG’s long-term ATS ISAGO REGISTERED on that day with 100 passengers. growth plans and Panama presents Services (ATS) Just prior to this, on September an exciting opportunity with strong has received the IATA Safety Audit 8, 2011, BFS welcomed the inaugural economic growth projected over the for Ground Operations (ISAGO) fl ight of IndiGo from India as a new cus- coming years. ASIG is investing in the fuel registration for its corporate offi ce in tomer. IndiGo chose BFS as its partner infrastructure to accommodate increased St Louis and is the fi rst ground service at Suvarnabhumi Airport to provide all activity at the airport and to support the provider to be registered at Las Vegas – handling services including passenger, airport’s major expansion plans. We have McCarran International Airport (LAS). ramp and cargo services. IndiGo cur- also invested in new refuelling equipment ATS services audited by the ISAGO rently operates daily fl ights connecting including solar powered refuelling carts Auditing Airline at LAS include baggage Delhi and Bangkok, and daily fl ights and have trained the local staff in ‘best in handling, aircraft handling and loading, connecting and Bangkok. class’ safety and refuelling procedures to aircraft ground movement, organisation ensure that we deliver the safest, highest and management. The implementation ASIG LAUNCHES AVIATION quality service possible.” of ISAGO aims to improve safety and FUEL OPERATIONS cut airline costs by drastically reducing ASIG has announced that it was award- GROUPE CRIT IMPLEMENTS HANDLING ground accidents and injuries. The ed a 20-year licence to provide aviation Sky Handling Partner UK, a Groupe Crit benefi ts to airlines, ground handlers, fuel services at Panama’s Tocumen In- subsidiary, has been awarded the tender regulatory and airport authorities ternational Airport (PTY). In conjunc- issued by CITYJET, the Irish subsidiary include but are not limited to: safer tion with a local Panamanian company, of Air France, to provide ground ground operations, less accidents and ASIG participated in a competitive bid handling services for all their fl ights injuries; uniform audit process and process that focused on technical ex- at London City Airport. Sky Handling harmonised standards; improved safety pertise, fi nancial strength and experi- Partner UK has secured a three-year oversight; and harmonised auditor ence in fuel facility construction and contract, effective on October 15, 2011, training and qualifi cations.

MENZIES CALLS FOR OPEN MARKET Menzies, one of the applicants for a ground handling license at Brussels Airport, has requested an open market for ground handling services, following recent developments at the airport. An open market would mean that, in future, more than two ground handling service providers could operate at Brussels Airport. Menzies has appealed to the other ground handling service providers and to the air carriers to support such a solution quickly. In other news, a three-year partnership between Air Pacifi c and Menzies Aviation in Sydney, Melbourne and Brisbane for the provision of providing passenger and ramp handling has been announced. Alistair Reid, Senior Vice President Oceania, comments: “This addi- tional business with Air Pacifi c is signifi cant in expand- ing our current relationship where we handle cargo for the ‘World’s Friendliest Airline’ across New Zealand. This new piece of business for Menzies Aviation is a step forward in working closer with Air Pacifi c within the Pacifi c Region on other opportunities in the future.” The fi rst fl ight that Menzies Aviation will be handling Air Pacifi c will be Wednesday November 16, 2011 in Sydney and Brisbane, and Friday November 18, 2011 in Melbourne.

www.evaint.com November 2011 Airline Ground Services 3 NEWS | IT UPDATE IT UPDATE ARINC WINS NEW BIZ (GroundStar) HubControl, has proved ARINC EMEA recently won a hotly to be a successful solution. In use at four contested new contract from a size- major hubs internationally, GS Hub- able UK airport for its vMUSE Enter- Control helped the fi rst airline imple- prise common-use passenger processing menting it to achieve over 40% improve- technology. The win comes hard on the ment in turnaround performance. The heels of a similar contract win at system is the common solution for all City Airport. Installation of all the new actors of a HCC or ACC with an agreed equipment, which will be implemented airport collaborative decision making later this year, will include hosted CUPPS (A-CDM) process fl ow. GS HubCon- service. The advantage of vMUSE En- trol monitors and guides the progress terprise is that it is easy to operate and of each turnaround handling process in support and it will enable the airport to real-time from planning through execu- serve a multiple group of customer air- LAUNCHES CLOUD tion while at the same time suggesting lines creating terrifi c economies of scale, Bahrain’s national carrier, Gulf Air, is possible delay codes based on observed says Tony Chapman, Senior Director, In- launching cloud computing to boost root causes. The system advises, via con- tegrated Travel Solutions. its business performance and cus- sistently calculated and updated Target Further, ARINC has completed the tomer services. The adoption of cloud Off-Block Time (TOBT), how much time deployment of Common-Use Self Serv- computing enables Gulf Air to take outbound fl ights would be delayed un- ice (CUSS) kiosks used by airlines at advantage of the high-speed, high-ca- less corrective action is taken. London Heathrow’s Terminals 1, 3 and pacity computing power the technol- 4. ARINC service commenced in 2010 ogy offers through its virtual cloud of AMADEUS AND SITA: TRACKING after BAA requested a proposal for sup- servers that would allow the airline to Amadeus is working with SITA to em- port services for their existing kiosk es- achieve a much faster and more effi - power Amadeus Altéa customers to offer tate and the subsequent replacement of cient business performance resulting real-time baggage tracking information all kiosks with new hardware. in enhanced customer service. and worldwide baggage reconciliation In addition, Airlines has Says Gulf Air Acting Director to passengers, whilst reducing the costs renewed its communications contract Information Technology Dr Jassim associated with mishandled baggage. with ARINC to receive ARINC ACARS® Haji: “Cloud computing is the new Altéa Baggage Tracking is based on the Data Link and OpCenterSM Message evolution in the IT world towards integration of SITA’s baggage messaging Management Service. ARINC has been delivering faster and more effi cient technology with the passenger and bag- Vueling’s preferred supplier since the IT and business services than ever gage servicing capabilities of Amadeus airline was established in 2004. before while reducing infrastructure Altéa Departure Control. SITA BagMes- Finally, ARINC has commenced a and service costs. Internationally, sage is a unique service used by more project to deploy its new ExpressCheck this new technology is being fast em- than 500 airlines and close to 200 major technology for Menzies’ Macau Airport braced by every corporate entity and airports and is the most comprehensive Services in Macau, China. ExpressCheck we are glad to be the pioneers once source of information on baggage move- – ARINC’s off-site common-use pas- again to introduce this in the King- ments globally. The result of the collabo- senger check-in solution – is one of AR- dom of Bahrain.” ration is a single, integrated environ- INC’s new range of hosted services using He adds: “By moving to cloud ment which allows airlines to provide its multi-channel architecture. computing, Gulf Air’s IT is providing passengers with real-time status updates crucial customer-end services such regarding the location of their baggage GHANA INVEST IN SITA UPGRADE as contact centre, internet booking, through multiple channels. Ghana is to benefi t from new integrated online-payment, online check-in, ex- “The airport itself is one of the last airport systems from airport IT special- tending IT services to new destina- frontiers in delivering the ‘total trip ex- ist, SITA, designed to improve passenger tions, etc., faster with much less cost perience’. If airlines are to overcome fl ow and baggage management at the and manpower which in turn enables this challenge, it is important that they country’s main airport, Kotoka Inter- Gulf Air to respond to our customers address the issue of mishandled bag- national Airport. The new systems were immediately.” gage, which is a persistent problem for commissioned by Alhaji Collins Dauda, the industry and a very disruptive issue Minister for Transport. for passengers. In fact it’s an area where The 10-year, $15 million implemen- The SITA Baggage Reconciliation technology can make a real difference, tation by SITA for the Ghana Airports System will provide Kotoka’s 800,000 and Amadeus’ and SITA’s vision for the Company Limited (GACL) includes tech- passengers with a state-of-the-art facil- airport is to deliver solutions based on nology upgrades such as the introduction ity capable of tracking over two million collaboration and data sharing between of a new baggage reconciliation system, bags from check-in to delivery while en- all relevant parties, including airlines, the latest CUSS check-in kiosks, and suring that the right bag is on the right airports and ground handlers. Our work SITA’s suite of airport management solu- plane for the right passenger. with SITA shows how sophisticated tions integrated with a new airport oper- technology can deliver real improve- ational data base and fl ight information INFORM ASSISTS DECISIONS ments to the passenger experience,” says display system which ensures passengers German- based company INFORM’s Julia Sattel, Vice President Airline IT, get a real-time view on fl ight changes. Turnaround Management system, GS Amadeus.

4 Airline Ground Services November 2011 www.evaint.com

NEWS | CARGO UPDATE CARGO UPDATE SKYCARGO AT SWISSPORT ROLLS OUT ITS HEAVIEST SHIELD INTELEFILE Emirates SkyCargo came to the rescue of Swissport has rolled out e-document a ship undergoing repairs when it trans- management solution SHIELD Intele- ported a 36-tonne rudder part – the fi le. SHIELD Intelefi le was designed heaviest single item ever carried by the specifi cally for the air freight industry freight division of Emirates Airline. where large volumes of paper-based The rudder stock – 9.16m long and documentation continue to dominate. 1.05m wide – was required for urgent It has already been used by Swissport at repairs to a vessel at Dubai Dry Docks. Heathrow for more than eight years. The part – tailor-made by Korean steel Swissport’s John Batten, Executive manufacturer Taewoong – would nor- Vice President Global Cargo, says: “We mally be transported by sea, but a quick are very pleased to award Transputec a solution was required to reduce the global contract. SHIELD Intelefi le has cost of the ship being out of service. In been used very successfully at Heathrow conjunction with Dubai-based charter helping to streamline logistics, improve broker Air Charter International, it was customer service and reduce total ad- transported on an Emirates freighter – ministration costs. It also represents the a 747-400F – from Seoul to Dubai and single most practical solution to manage tested ground handling operations at the ever challenging issue of air freight both airports to the fullest. documentation compliance.” “Transporting a piece of cargo this Transputec CEO Rickie Sehgal says: heavy requires the highest degree of care “This is tremendous news for Transpu- and special handling,” says Hiran Perera, tec. The contract with Swissport builds Emirates’ Senior Vice President Cargo on the success of our existing partner- Planning & Freighters. “Two cranes – ship and cements our ongoing collabo- TIACA COMMENDS TSA capable of lifting 50 tonnes each – along ration to innovate further in developing The US Department of Homeland with two high loaders were required, e-freight solutions.” Security Transportation Security while more than 30 workers in both Administration’s (TSA) decision not Seoul and Dubai made sure the intricate WFS ACQUIRES ASSETS to proceed with a December 31, 2011 loading operation went smoothly. OF EXCEL CARGO deadline for 100% screening of car- “Precision planning and the com- Worldwide Flight Services (WFS) has go on international passenger air- bined expertise of everyone involved at become the largest cargo handler in craft bound for the US is the “right Emirates SkyCargo, dnata, Air Charter Montreal, Canada, by purchasing the decision” says The International Air International and was crucial assets of Excel Cargo at both Montreal’s Cargo Association (TIACA). to this success of this project,” adds Per- Dorval and Mirabel airports. The com- Michael Steen, Chairman of TI- era. “This is testament to our commit- bined operation of both airports, includ- ACA, says: “We wish to commend ment to meeting even the most challeng- ing the existing WFS operation at Dor- TSA on this decision. We fully rec- ing customer requirements. We are also val, will have close to 150 employees and ognise its intention to enhance ex- committed to facilitating international will function under the WFS name and isting air cargo security programs trade, so it is particularly satisfying that brand. but it is showing the foresight to lis- we will have contributed to the vessel’s The acquisition supports WFS’ long- ten to, and work with, the industry quick return to service.” term commitment to the Canadian towards this objective. This is the market. WFS also provides handling result of TSA requesting comment in Halifax, Ottawa, Vancouver and To- from the air cargo industry on the ronto. Growth in Canada forms part of feasibility of a December 31, 2011 the strategic plan for developing WFS’ deadline and its careful considera- presence in North America. Since Janu- tion of the advice it received. ary 2011, WFS has been awarded 24 new “We expect to engage in fur- cargo contracts in North America worth ther consultation with TSA along US$11 million and retained a further 10 with other industry partners to en- contracts that were part of competitive sure we continue to maintain the bid processes. highest possible levels of air cargo Olivier Bijaoui, President & CEO of and aviation security. This has al- WFS, says: “This is a large and impor- ways been our priority, and we are tant acquisition for WFS as it establishes pleased that TSA has taken into itself as the major cargo handling part- account industry’s views. We need ner in Canada. The existing Excel op- to maintain this truly collaborative eration complements WFS’ activities. It approach to continue improving also provides the opportunity to develop and evolving security.” not only our customer base to include numerous freight forwarders, but also

6 Airline Ground Services November 2011 www.evaint.com NEWS | CARGO UPDATE

to expand our service offerings with the addition of cargo running at Dorval and ramp and warehouse handling at Mi- rabel.” He adds: “WFS recently appointed Michel Defays as Senior Vice President Canada. Michel has significant aviation experience from the airline, ground han- dler and airport operations fields. His expertise will be valuable to both us and our customers as we focus on further de- velopment in Canada.”

ÇELEBI OPENS FRANKFURT WAREHOUSE In keeping with its strategy to provide ground handling and cargo handling services on a larger international scale, Çelebi has opened the most modern and state-of-the-art facility in Cargo City South at by of- is a subsidiary of Volga-Dnepr Group CARGO 2000 IN CHINA fering full range cargo warehousing serving 18 hubs in the world. Ludwig has become and documentary services. This com- Hamburger, Vice President and Re- the first airline from the mainland plements Çelebi’s cargo handling op- gional Director EMEA, says: “We are of China to join Cargo 2000 and to erations in Hungary, India and Turkey, continuously developing ABC’s service commit to its program to improve and is Çelebi’s 4th large scale cargo quality in order to assure reliability and the quality of air cargo. Overall, it is handling operation. operational efficiency and therefore to the 30th international airline to join Can Çelebioglu, Chairman of Çelebi always meet our customers’ needs. At Cargo 2000. The group also includes Holding, says: “Our presence at Frank- Schiphol Airport we recently decided to 15 of the world’s leading freight for- furt Airport is an integral part of our collaborate with Menzies Aviation that warding organisations as well as approach towards Western and Central will provide us with a bigger facility. ground handlers, road feeder serv- Europe. We see this as a further step in We think that cooperating with this ex- ices operators, technology providers setting up hub distribution and a full perienced and globally acting handling and airports. handling network in Europe. It is our in- agent will help us to further develop A SkyTeam Cargo member, China tent to bring in a new model of handling our handling procedures. Above all, Southern operates a fleet of five 777- into the market, which is based on best- this will support us in optimising and 200F and two 747-400F and plans in-class quality coupled with superior extending our route network which is to introduce a further 777-200F by technological development.” part of our growth strategy.” the end of 2011. The airline currently The operation in Frankfurt is al- offers six intercontinental freighter ready underway. The focus is on real- AVIAPARTNER MEETS TACSS routes from Shanghai to Los An- time information systems and high After months of preparation, Aviapart- geles, Vancouver, Chicago, Amster- quality care of the complex product ner Brussels station is ready to adopt dam, and Frankfurt and from needs of the customer, including: strin- the TAPA Air Cargo Security Standards Guangzhou to Amsterdam, with a to- gent security standards and optimised (TACSS). This new security standard tal of 26 flights a week. in-check and out-check timings. The promises to become the determining Mattijs ten Brink, Chairman of mission is to provide the most advanced factor in air cargo security processes. Cargo 2000, says: “We are extreme- technology for full automisation cou- The certificate was developed by the ly pleased to welcome China South- pled with the ability to handle air cargo Transported Asset Protection Associa- ern Airlines as our newest member in the most flexible and customer-fo- tion (TAPA) that unites 600 members, of the Cargo 2000 initiative. As one cussed ways. global manufacturers, logistics provid- of mainland China’s leading cargo ers, freight carriers and law enforce- players, the airline’s decision to join MENZIES HANDLES ABC AT SCHIPHOL ment agencies. our membership provides a clear AirBridgeCargo Airlines (ABC), Rus- Aviapartner’s Brussels station com- indication that the quest for qual- sia’s largest scheduled all-cargo carri- plies with all requirements of this new ity is indeed a global pursuit. We er, has announced that Menzies Avia- certification. Aviapartner will apply look forward to their participation tion is acting as its handling agent at this standard to all of its cargo stations and input within the group over the Amsterdam Schiphol Airport (AMS). before the end of 2012. TACSS is the coming years.” The new handling contract is set up for first security standard that has been Luo Laijun, SVP China South- five years and covers ramp and cargo developed specifically for air cargo. ern Cargo, says that by joining Cargo handling services. The programme is based on a risk as- 2000, China Southern will imple- AirBridgeCargo has established one sessment model which ensures the im- ment an efficient process and quality of its major hubs at Amsterdam Schiphol plementation of appropriate levels of management system to have a better Airport operating 12 scheduled 747 full security. It sets out a set of stringent control of its cargo handling process freighter flights per week – processing requirements that integrates specific and to enhance customer satisfaction some 70,000 tons per annum. Estab- security equipment with equally strict with improved service. lished in May 2004, AirBridgeCargo procedural rules.

www.evaint.com November 2011 Airline Ground Services 7 NEWS | ROUTES UPDATE ROUTES UPDATE

EMIRATES A380 TO JO’BURG has welcomed its fi rst scheduled Emirates A380 service as fl ight EK761 from Dubai arrived at O R Tambo International Airport. Johannesburg is the fi rst destination for the double-decker in Africa and the 16th destination on the Emirates A380 network. The Emirates A380 was greeted with the traditional water cannon salute at O R Tambo International Airport. Over the last year, Emirates has carried more than 900,000 passengers across its three South African gateways – , and Johannesburg. In the first eight months of 2011, the airline also car- ried more than 37,500 tonnes of high value cargo on its South African routes, with ex- ports up 26% from the same period in 2010.

EASYJET LAUNCHES KEFALONIA SCHIPHOL ADDS FREIGHTER LINK In France, these are: Bâle Mulhouse, easyJet has confi rmed the addition of a Amsterdam Airport Schiphol has fur- Biarritz and Brest. In Europe, these are: new service from Gatwick to the Greek ther strengthened its freighter connec- , Copenhagen, Düsseldorf, Eind- Island of Kefalonia, bringing its total tions with China and Hong Kong, fol- hoven, -Malpensa, Moscow and number of destinations from the airport lowing the launch of China Southern Prague. In the Mediterranean, these are: to 93. The new three times weekly serv- Airlines’ twice weekly 777F services to Beirut and Istanbul. And in Morocco, ice will operate from April 28 to the end Chongqing. The new fl ights comple- this is Casablanca. Air France will also be of October 2012. ment China Southern’s existing serv- increasing capacity on existing domestic ices from Amsterdam to Shanghai and routes, with an increase in the number FINNAIR TO DUBAI Guangzhou, and bring to nine the total of seats greater than 80% in some cases. Finnair is operating scheduled fl ights number of destinations in China served between Helsinki and Dubai during by freighters direct from Schiphol: REINSTATES JYVÄSKYLÄ - the winter 2011. “Finnair has previously now Hong Kong, Beijing, Shanghai, HELSINKI operated charter and leisure fl ights to Guangzhou, Shenzen, Tianjin, Yantai Finland’s newest airline, Flybe, is step- Dubai but recently there has been in- and Chengdu in addition to Chongqing. ping in to continue fl ying the key service creasing demand. We want to improve China Southern is one of seven freighter between Jyväskylä and Helsinki with up our service continuously and offer our operators now serving China and Hong to three return fl ights a day. The deci- customers smoother connections to Kong from the airport, the other airlines sion follows Finnair’s withdrawal from Dubai,” says Ville Iho, Finnair’s Senior being Air France KLM, , China the route. Mike Rutter, Managing Direc- Vice President, Operations. The route Cargo Airlines, Jade Cargo, Cathay Pa- tor Flybe Europe, comments: “Flybe has will be fl own three times per week in cifi c and Airbridge Cargo. a history of stepping in to support re- the winter season until March 23, 2012. Schiphol now plays host to 21 gional economies and ensuring continu- The route is operated with 757 aircraft. freighter operators, collectively repre- ation of such key life-line routes. We are The fl ight from Dubai to Helsinki takes senting an average of 325 movements pleased to be able to step in to make sure about six hours. per week, serving 70 destinations in that those needing to fl y between Jy- 45 countries on six continents. Pas- väskylä and Helsinki are not left without GULF AIR: NEW ROUTE senger and combi carriers addition- a quick and affordable travel option. The Gulf Air has hosted an event in ally provide services from Schiphol to schedule for our new Jyväskylä - Hel- prior to the launch of its inaugural Hangzhou and Xiamen. sinki service has been created to offer flight to the Italian capital. A new non- maximum convenience for time-saving stop service starts between FRANCE IN MARSEILLE point-to-point travel, offering direct ac- and Rome on November 30, 2011 with Pierre-Henri Gourgeon, CEO of Air cess via the capital to and from the rest four flights per week. The direct flights France KLM, has handed over to Hu- of the world.” between Rome and Bahrain provide gues Heddebault, Regional Director, two-way connectivity to destinations the keys of the new Air France base in QANTASLINK EXPANDS INVESTMENT in the GCC, Indian sub-continent, and Marseille, marking the kick-off of Air QantasLink has announced a signifi cant the Far East via Gulf Air’s Bahrain hub. France’s new organisation in the French boost to its product, service, and sched- Gulf Air will be operating a two-class regions. Starting October 2, 2011, Air ule offering throughout regional Queens- configuration aircraft on its new route. France has been offering 13 new non- land. QantasLink’s Executive Manager Gulf Air will operate four times weekly. stop routes on departure from Marseille. Narendra Kumar has announced that

8 Airline Ground Services November 2011 www.evaint.com NEWS | ROUTES UPDATE

the airline’s two additional 717 aircraft mark this summer having carried more end, just months after launching eight will be based in Brisbane. These new than eight million passengers from Lon- new destinations from the airport for 115-seater aircraft will commence serv- don Luton since its launch at the Airport the first time. The inaugural flight to the ice from early 2012. in May 2004. most southerly Channel Island will take In addition, QantasLink will ex- Simon Harley, Business Develop- off on May 2, 2012. Flights will operate pand its network by launching a new ment Manager at London Luton Air- four times a week (Monday, Wednesday, Townsville to Moranbah service. From port, says: “We are delighted to an- Friday and Sunday). October this service will initially take- nounce the start of this service to Lodz off twice a week on Wednesdays and and now have a total of 23 routes on A380: SINGAPORE - FRANKFURT - Fridays to provide customers with sale with Wizz Air. Wizz Air’s rapid NEW YORK seamless connections to Cairns and be- growth in recent years has made the will fly the A380, on tween Far North Queensland and the airline a key partner in London Lu- the Singapore - Frankfurt - New York Bowen Basin coalfields. QantasLink ton Airport’s drive to offer low cost air route from January 15, 2012. Frankfurt also celebrated the arrival of a new travel within an easy reach of passen- and New York will be Singapore Airlines’ $30 million next generation 74-seat gers from London, the Midlands and ninth and 10th destinations to receive Bombardier Q400 aircraft, which will the South East.” the superjumbo. New York will also be deliver the network enhancements. the second point in North America to be EMIRATES TO ZAMBIA AND ZIMBABWE added to the list. The Singapore Airlines EMIRATES UPGRADES US NETWORK Emirates’ extensive African network is to A380 has proven exceptionally popular Emirates has unveiled major new expan- be boosted again with the launch of two with customers, with strong loads on all sion plans for the US, with the launch of new destinations – Lusaka, the capital routes it serves. System-wide, more than daily services to Seattle and Dallas. Dal- of Zambia, and Harare, the capital city 5.6 million customers have flown on the las-Fort Worth and Seattle-Tacoma In- of Zimbabwe. Zambia and Zimbabwe, airline’s A380s since the inaugural flight ternational Airports will both be served which share a border with the Victoria in October 2007 to Sydney. by non-stop flights from February 2, Falls will now be linked with a five times The daily A380 flights will replace and March 1, 2012 respectively. Emir- weekly flight from Dubai, starting from an existing daily 747-400 service to ates’ Seattle route will help to further February 1, 2012. New York’s JFK Airport via Frankfurt, strengthen the airline’s links with Boe- The Dubai-Lusaka-Harare serv- representing a daily increase of 25% in ing. Only this month, Boeing predicted ice will be operated by an A330-200 seat capacity. Singapore Airlines cur- a robust outlook for aircraft manufac- aircraft in a three-class configuration. rently has 13 A380s in service and a turing over the next few decades, es- Passengers flying Emirates from Lusa- further six on firm order. timating that there would be demand ka and Harare will be able to connect for approximately 31,000 planes worth seamlessly to points across the Far and ARRIVES IN $4 trillion by 2030. Already the larg- Middle East, Indian sub-continent, BULGARIA est operator of 777 aircraft in the world, Europe and Australasia via the airline’s Qatar Airways has continued its 2011 Emirates last year ordered an additional hub in Dubai. European expansion drive with the 30 777-300ERs, bringing its total 777 launch of scheduled flights from the passenger fleet commitments to 132 air- EASYJET FROM BRISTOL TO NAPLES airline’s Doha hub to Bulgaria’s capi- craft. Both services will be operated by easyJet has confirmed the addition of a tal city of Sofia. Sofia becomes the 777 aircraft, with private suites in First new service from Bristol to Naples. The latest addition to Qatar Airways’ Eu- Class, lie-flat beds in Business Class and inaugural flight to Naples will take off on ropean portfolio this year, which has generously sized Economy Class seats. May 12, 2012. Flights will operate three seen the launch of five other routes, times a week (Tuesday, Thursday and Bucharest, Budapest, Brussels, Stutt- SPIRIT AIRLINES ADDS SERVICES Saturday). gart and Venice, in phases since Janu- Spirit Airlines has started two daily ary. Qatar Airways’ European network non-stop flights between Portland, TO JERSEY FROM SOUTHEND now totals 26 cities, representing 25% Oregon and Las Vegas. “We are very easyJet has announced the addition of a of the airline’s global network of over excited to be giving consumers in Port- new route to Jersey from London South- 100 destinations. land the opportunity to save money on travel,” says Spirit’s President and CEO Ben Baldanza. “We welcome Spirit Airlines to Portland International Airport,” says Steve Schreiber, Port of Portland Avia- tion Director. “We expect this service to be a big hit as Las Vegas is our most travelled route with some 450,000 passengers travelling each year be- tween PDX and Las Vegas.” FINNAIR OPENS ROUTE TO LUTON LAUNCHES LODZ In April 2012, Finnair will open a direct London Luton Airport and Wizz Air route from Helsinki to Dubrovnik, have announced yet another new route. located at the southern tip of . The service to Lodz, Poland, operates The route will be flown three times per three times per week from London Lu- week in the summer season. ton Airport. The airline reached a land-

www.evaint.com November 2011 Airline Ground Services 9 AIRLINE INTERVIEW | LUFTHANSA

LUFTHANSA: HANDS OFF BUT FIRMLY IN CHARGE ON THE GROUND

Lufthansa is renowned for providing full-service, technology-enabled and well executed services to passengers. It is also well-known for fully outsourcing its ground services requirements to third-party providers. Jo Murray speaks to Nils Ecke, Vice President Product Management Airport & Passenger Services, and Oliver Widmann, Head of Commercial Airport Relations, Lufthansa, about the airline’s penchant for outsourcing the handling GVODUJPOBOEZFUSFNBJOJOHlSNMZJODIBSHFPGBMMUIFJNQPSUBOUQBSBNFUFSTPOUIFHSPVOE

rankfurt and are founded in 1990 and located at Stutt- centres of excellence for gart, Memmingen, Munich, Weeze and Lufthansa. When it comes Berlin. to introducing new proc- “Lufthansa has shifted 20% of its esses, technologies and ground handling volume away from the F contractual arrangements, these two airport towards this new ground han- stations are at the cutting edge of eve- dling organisation,” explains Widmann rything Lufthansa sets out to achieve on of the Munich operation. “This has cre- the ground. ated competition in terms of conditions Of course has seen and quality. We see that this works very signifi cant change in recent months with well and we are satisfi ed with the situa- the formation of AeroGround, the new tion.” The 20% of the volume Widmann handling company that has been spun is talking about relates to smaller air- out of the airport. Widmann explains craft which are more labour-intensive that at Munich two licences for ground than larger aircraft types, he says. handling have been granted: one is held What do passengers Widmann explains that Losch has by AeroGround; and the other is held by want; we are thinking about where the an employment model that is very at- a new partnership between Swissport future of passenger handling is headed tractive to Lufthansa – in essence the and Losch airport service GmbH – the Nils Ecke, Vice President Product Management salary scheme is production-oriented. latter is a family operated company, Airport & Passenger Services, Lufthansa Partnered with Swissport – an expert

10 Airline Ground Services November 2011 www.evaint.com AIRLINE INTERVIEW | LUFTHANSA

in managing hub traffi c – the marriage When it comes to relationship- between Losch and Swissport at Munich building with the handler fraternity, is a winning one for Lufthansa. “The Widmann says that partnership models combination of a logistical champion on between an airline and a ground handler the one hand; and on the other hand a are for the hubs like Frankfurt and Mu- champion of working well with people nich where there are complex transfer and having an innovative salary scheme, structures and integrated systems, shift is a model for the future. Now it is es- models and passenger/aircraft fl ows to tablished at Munich, perhaps other loca- be managed. “At stations to which we tions will benefi t from it in the future,” fl y two or three times a day, the require- says Widmann. In fact AeroGround has ments are not so high and therefore the similarly introduced more future-facing integration needs are not as intensive,” contractual arrangements vis à vis its says Widmann. staff (please see AGS June 2011, p .16) at Ecke adds that the more complicated Munich Airport. the station, the more desire for Lufthan- It is unclear whether the 80:20 split sa to introduce more technology-orient- is set in stone going forward, but one We have clear ed products. “At the main hubs we have thing is certain at Lufthansa: ground parameters for what a potential quick boarding gates which automati- handling is not core business and will provider to Lufthansa looks like cally enable the passengers to board by not be taken in-house at any of its sta- Oliver Widmann, Head of Commercial Airport just using their cell phones with their Relations, Lufthansa tions at any time in the foreseeable fu- boarding ID. The question on the prod- ture. But with so much at the airline sustainability and we, of course, look at uct side is: what do passengers want; we dependent on strong ground operations, the price level. But we have no black list are thinking about where the future of how does Lufthansa keep its hands off – everyone is welcome to make us an of- passenger handling is headed.” these outsourced services and resist the fer – but we have clear parameters and Ecke says the future of passenger urge to micro-manage? criteria for what we do want and what handling is defi nitely headed outside Widmann responds: “This question we don’t want from a shortlist.” the airport. Check-in is either being has two sides to it: the contractual side Of course, in Germany, generally performed at home or is not done at all, and the management side.” Comment- only two ground handling licences are he says. “We are doing a test-run on a ing on the management side, Ecke says: issued at any airport, one of which is German route where you don’t have to “It is true that the moment you start to usually retained by the airport handler check in at all; we do the check-in for work with a third-party handler your and only one further licence usually goes you because there is no real value to the focus shifts from controlling to steering. to a third-party handler. This can result passenger in checking in 24 hours before But what we have found is that if you are in low levels of competition but can also the fl ight.” focusing on and measuring the correct result in innovation – as seen at Munch. He continues: “The next thing we numbers, then the ground handling is- Competition aside, is there an incli- are working on is a next generation self- sue is easy to manage when outsourced.” nation at Lufthansa towards the large bag drop – a machine where you can just By way of example he says it is easy network handlers who can propose mul- drop your bag.” Essentially, passengers to count the number of pieces of luggage ti-station agreements? Widmann says are able to print their bag tags as well that are lost, to count the amount of time there is no benefi t to Lufthansa in the as their boarding passes at home so that you have to wait for a piece of luggage to network deal approach. “We look at each they can just drop their bags when they show up at the belt, and so on. station for the best combination of price arrive at Frankfurt Airport – where a pi- “We ask: what are the goals we want and quality,” he says, adding that the lot scheme has been operating – at a cov- to achieve? For example, the common branded network approach may deliver ered area away from the check-in halls. goal must be that you reduce the amount benefi ts to a handler but not necessarily When it comes to buying technolo- of lost baggage,” he says. “It is not only to an airline. gies, Ecke says it is not about choosing the kind of training you would teach a ground handler; they are professionals in their own right. It is all about focuss- ing on the same goal.” In terms of managing the contrac- tual side of the relationship, Widmann points to the service level agreement and the incorporation into this agreement penalties for non-performance or short- performance. “You have to establish a statistical system to collect data and this data gives a juridical basis for the penal- ties,” says Widmann. When asked what it is like to be Lufthansa when this huge and compli- cated airline goes shopping for ground services, Widmann responds: “We have clear parameters for what a potential provider to Lufthansa looks like. We look at safety standards, commercial

www.evaint.com November 2011 Airline Ground Services 11 AIRLINE INTERVIEW | LUFTHANSA

What of the future? Where is of cell phones which is now a global all this headed? Ecke says that the standard product.” Frankfurt and Munich hubs are Widmann concludes that the future Lufthansa’s development centres for will bring better logistical systems the way in which ground services will around the aircraft. “I think there is a be performed elsewhere in its network lot of commercial potential in this,” he where reasonable. But acceptance of says. In the maritime world, much more progressive passenger and baggage advanced technology is used to bring services varies hugely by country. together all the processes on the ground. “The UK loves electronic support,” “I think, in the future, the airline industry says Ecke. “Some markets do not. We will follow this lead,” he says. “There watch how the customer accepts this. is something for all parties to gain in Honestly, I think it is always a ques- terms of cost-savings, sustainability and tion of time. Look at the acceptance passenger satisfaction.”

a single supplier and installing a suite of products; rather Lufthansa is acquiring a mixture of technologies from various suppliers. However, Lufthansa is pres- ently in the process of defi ning its future IT framework which revolves around migration to Amadeus. This huge task is mainly behind the scene; out in front in the airport environment there are two main initiatives which draw on new technologies. These are: improving the passenger experience and making travel easier; and the other is keeping passen- gers informed if things go wrong.

12 Airline Ground Services November 2011 www.evaint.com

HANDLER INTERVIEW | TURKISH GROUND SERVICES TURKISH GROUND SERVICES: EYEING EXPANSION AT HOME AND AWAY

Turkish Ground Services (TGS) was established on January 1, 2010. It operates at six Turkish airports, namely: Istanbul Ataturk Airport, Ankara Esenboga Airport, Izmir Adnan Menderes Airport, Airport, Adana Airport and Istanbul Sabiha Gokcen Airport. This is no small operation – it comprises more than 3,000 pieces of equipment and 6,000 staff – and offers ramp, passenger and cargo handling services. Airline Ground Services "(4 lOETPVUNPSF from Bayram Özçelik (BÖ), General Manager of TGS

AGS: What is TGS? A partnership? A separate company with investment from diverse sources? BÖ: TGS is a joint venture company between (THY) and HAVAS¸. THY’s idea was to organise its business units into separate companies. Therefore, THY sought a highly qualified joint venture partner which exhibits strong expertise in terms of efficiency and third-party sales. TGS operates THY flights at six major national airports in Turkey, which comprises about 300,000 operations per year. The selection of the joint venture partner took place through a tender process, which concluded with the partnership of HAVAS¸. Accordingly, the role of THY within TGS is the organisation and coordination of all commercial and operational tasks in partnership with HAVAS¸. Another noteworthy point is that THY is TGS’s largest customer with a share of over 95% of all business handled.

AGS: Why was TGS put in place? Is it a better way to deliver services to Turkish Airlines and third-party airlines? Is it more cost-effective? Is it more focused on training and quality as a stand-alone business? BÖ: Cost-cutting played an overriding role in the decision to found TGS. In terms of training and quality standards, THY and HAVAS¸ were already at international standards – on an exemplary level. By forming TGS, it has become possible to be proactive in generating third-party business, therefore it has a positive collateral impact on ground services spending by THY.

AGS: What is happening at the airports in Turkey in terms of investment, passenger and baggage handling technologies and new infrastructure? BÖ: At the major national airports in Turkey, subsequent to liberalisation,

14 Airline Ground Services November 2011 www.evaint.com HANDLER INTERVIEW | TURKISH GROUND SERVICES

TAV, ICF and LIMAK built and have AGS: Will you expand to other airports been operating highly modern, attractive either inside or beyond Turkey? and convenient terminals. What awaits BÖ: Of course, we have expansion us in terms of technological innovation plans at national and international is a semi-automatic check-in, visa, level. Frankly, national expansion lost and found, and boarding process. is limited to an additional three to Furthermore, in the future, all airports four airports. Our main markets are will be equipped with RFID technology. Central Europe, CIS countries and This will allow a faster and more effi cient North America. Currently we are in the handling process. planning process for 10 stations with service-specifi c diversity. AGS: What is TGS investing in with regards to training and proving AGS: What does investment from quality standards? HAVAS¸ mean for you in terms of BÖ: We are currently approving the expertise and experience in the implementation of ISAGO and green ground handling market? airport standards. Moreover, we have a BÖ: HAVAS¸ was spun off from highly successful training division which the Turkish Airlines Group in the ensures an exemplary level of training. 1990s during the privatisation TGS has invested process. Through its restructuring AGS: How is TGS investing in GSE? POJUTPXOIJHIMZNPEFSOmFFUBOE and the continuous optimisation of all What type of equipment are you other equipment with an investment processes, today, HAVAS¸ is a fl agship buying? How much equipment have value of approximately $80 million company in many ways. Thus, HAVAS¸ you inherited from the airline and Bayram Özçelik, General Manager, is a model of success and stability with Turkish Ground Services HAVAS¸? Do you buy equipment long experience, particularly in ramp outright or do you lease it? What purposes? To what extent is this services. As well as the inspiration is your on-going procurement dictated by your clients? from HAVAS¸, TGS, with its young and programme for GSE? BÖ: Inform and SITA DSC are systems dynamic organisational culture, has BÖ: Because of our history, we that we have implemented for planning brought new vision and competition to have received a certain percentage of and operations. We also use TROYA and the market that will lead the sector to a our equipment from THY. Besides QUICKRES for THY handling. new era. the transfer of GSE from THY to TGS, TGS has invested on its own highly modern fl eet and other equipment with an investment value of approximately $80 million. Schopf, COBUS, TLD and Harlan form the largest part of our new investments.

AGS: Do you also handle cargo? If so, what have you put in place in terms of hangars, teams and equipment for cargo loading? BÖ: Cargo handling is an issue which is currently being pursued in our internal processes. As part of this process, we have established a cargo department which is planning and monitoring the preparations.

AGS: Which IT projects are you pursuing for ground handling

www.evaint.com November 2011 Airline Ground Services 15 AIRLINE INTERVIEW | NORWEGIAN

NORWEGIAN: STRIVING TOWARDS BEING LEAN Norwegian Air Shuttle ASA, commercially branded “Norwegian”, is a publicly traded low-cost airline. It is the second largest airline in Scandinavia, and has a route network that stretches BDSPTT&VSPQFJOUP/PSUI"GSJDBBOEUIF.JEEMF&BTU5IFDPNQBOZIBTFYQFSJFODFETJHOJlDBOU growth with more than 13 million passengers recorded in 2010. Lasse Sandaker-Nielsen, spokesperson for Norwegian, explains how the airline manages its operations on the ground

orwegian operates 59 that the 18 brand new Boeing 737-800 Gothenburg, Sweden, to Continental aircraft on 261 routes aircraft with higher capacity delivered Europe and the Mediterranean, as these to 100 destinations and over the past year are paying off,” says fl ights have been full throughout July. employs approximately Bjørn Kjos, Chief Executive Offi cer of As a low-cost airline, Sandaker- 2,500 people. Nearly 1.6 Norwegian. Nielsen says: “Norwegian strives to have Æ/million passengers fl ew with the airline The airline operated 99.9% of its a lean organisation and administration. in July, an increase of 21% compared scheduled fl ights in July, of which The company outsources services such with July 2010. The load factor during 82.6% departed on time – in large as airport handling services, whenever this period was close to 90% with a part due to effi cient operations on the possible.” But the handling function is strong capacity increase of 23%. ground. In fact, approximately 1 million not totally outsourced: “We do, however, ”We are very satisfi ed with the passengers fl ew with Norwegian from have internal teams that communicate continued passenger growth and the the Nordics to Continental Europe in and coordinate with our airport record high fi gures in July. Even with a July. Strong contributors to these fi gures handling partners on a daily and regular capacity increase of 23% we manage to are Norwegian´s recently launched basis. As far as passenger care/customer report a load factor of 90%. This proves routes from Helsinki, Finland, and relations [are concerned], we have a

16 Airline Ground Services November 2011 www.evaint.com AIRLINE INTERVIEW | NORWEGIAN

We believe that the passengers should be able to enjoy a TNPPUIUSBWFMFYQFSJFODFXIFOmZJOH with us, and facilitating ‘self-help’ technology whenever possible is crucial to that success Lasse Sandaker-Nielsen, spokesperson, Norwegian large group of employees that work with these issues,” he adds. Enlarging further on the airline’s efforts to be lean, Sandaker-Nielsen says: “We outsource whenever possible, as we believe this is the only way to have a smooth, lean and fi nancially effi cient organisation. In Norway, our primary partner is Røros Flyservice; in Sweden, it’s Nordic Aero; and at London Gatwick, technology whenever possible is crucial will be gradually introduced at all our we use Servisair.” to that success. We’ve been offering primary airports.” When it comes to passenger mobile phone boarding passes for When asked about how Norwegian check-in, Sandaker-Nielsen says: “We quite some time and it is a big success, chooses its suppliers, Sandaker-Nielsen encourage all of our passengers to use particularly among business travellers.” responds quite simply: “Flexibility our check-in kiosks located at most So what about baggage check-in? and quality.” But what about third- airports in Scandinavia. This makes for He responds: “We have baggage drop party catering, refuelling and cabin a more effi cient check-in both for the areas where our customers can drop off cleaning? Does Norwegian seek to passenger and our staff.” their luggage after checking in at the buy bundled services or is the airline He continues: “We believe that the kiosks. We have recently introduced looking for specialists in each area? passengers should be able to enjoy a self-service baggage check-in kiosks at Sandaker-Nielsen concludes quite smooth travel experience when fl ying Bergen Airport. As many as half of our simply: “Bundling is more time and with us, and facilitating ‘self-help’ passengers use this new service, which economically effi cient.” Our Business is to Optimize Your Business GHS System - IT Integration and Operational Solutions for Ground Handlers / Comprehensive and integrated software for handling operations and commercial processes / Single central installation for company-wide use at any number of stations via Web access / Increase of efficiency and control through integrated complete solutions

Information Broker Flight Scheduling Central Database Business Forecasts SLA Service Recording Billing Multi-Station Capability Business Intelligence System RMS Operations Planning Contract Management E-Invoicing Mobile Workforce Management

SYSTEM topsystem Systemhaus GmbH [email protected] Germany +49.2405.4670-0 www.topsystem.aero

www.evaint.com November 2011 Airline Ground Services 17 AIRLINE INTERVIEW | CIMBER STERLING: A VERY ACTIVE PARTNER IN THE DEVELOPMENT OF GROUND SERVICES

Rikke H Pallesen (RHP), Director Ground Operations, at Cimber AGS: Do you prefer large network Sterling tells Airline Ground Services (AGS) that the airline handlers or do you seek out niche handlers that provide services specific strives to offer the best service to all its passengers. However, to an individual location? for the competitive business market, time is of the essence and CS: We generally work with network it is constantly working to make processes as lean as possible. handlers as we usually do not require any specialised services. Cimber Sterling is introducing Altea DCS in order to be able to offer more self-service, starting with the business market and AGS: Do leisure passengers have to be handled differently to business expanding to the leisure market passengers in terms of baggage, check-in counters, passenger flows? AGS: Cimber Sterling operates a domestic stations are ramp/baggage CS: We strive to offer the best service business model which appears to have handled by the airport handling to all our passengers. However, for the four planks to it (domestic operations operation – except at Copenhagen which competitive business market, time is in , shuttles to European is handled by SGH. We work closely of the essence and we are constantly cities, a leisure route network and together with the domestic airport – working to make the processes as lean as charter operation). However, when it including Copenhagen – to make sure possible. Business passengers are often comes to procurement, to what extent that all operational/strategic needs of experienced travellers and will quickly do you (in general terms) favour the Cimber Sterling are catered for. embrace new technology introduced. traditional low-cost airline business We are currently introducing Altea model of outsourcing all non-core AGS: When it comes to international DCS in order to be able to offer more operations like passenger, baggage destinations – either European cities self-service, starting with the business and ramp handling? or international leisure locations – to market and expanding to the leisure CS: We favour the outsourcing what extent do you choose to work market. of all ground handling. All handling with third-party handling companies? In general, leisure passengers do is currently outsourced apart from How do you go about selecting them? not have to be handled differently, and landside handling at three domestic How far do you supervise them? What they too are looking for technology stations. contract terms do you prefer (short that can make their journey as smooth and flexible or long-term and like as possible. The leisure passengers AGS: How do you handle passenger partners)? will only be handled differently if they check-in, baggage check-in and ramp CS: For all international destinations are travelling on a charter flight (all operations in the Danish market we work with third-party handlers/air- seats controlled by one or more tour and how do you work with domestic port handlers. When a new destination operators). With these flights, the check- airports/agents to achieve this? is introduced, we contact all suitable in set-up at the airports is agreed with CS: We prefer to outsource ground (must have systems in place to handle the tour operator, depending on when handling if the quality of the handling an interline carrier) handling agents at they require and what details they can and the charges agree with our concept. the location for their proposal. A safety/ deliver (in terms of using technology). Only three domestic stations are security assessment (checklists based Ramp handling is identical currently handled by QI staff – landside on EU-OPS, IOSA, etc) is made before regardless of the type of flights, as only as this is currently the most cost a contract is signed. Once the contract procedures are laid down according to efficient solution, as the staff carry is signed, the handling agent will be su- law and regulation. out back office task in between flights. pervised/controlled according to sched- The existing airport handling at these ule by our Ground Control Department. AGS: What is the policy in relation to particular stations offer little or no Furthermore audits are carried out by automating check-in across the airline landside handling to other airlines. All our Quality Department. using kiosks, SMS and web check-in?

18 Airline Ground Services November 2011 www.evaint.com AIRLINE INTERVIEW | CIMBER STERLING

To what extent do you embrace the procedures are “type specifi c”, such as in your region or has this not affected new technologies coming on-stream, de-icing, etc. The handling agents will you? Are you expecting greater invest- especially at Copenhagen? make themselves acquainted with these ment and higher service levels? What CS: We have positive expectations procedures through the Cimber Sterling is the outlook? for all new technologies. Our aim is Ground Operational Manual. CS: We have not been directly to offer SMS and web-check in for all affected for the time being. For our major stations, which is why we are currently AGS: Do you carry belly freight? If so, stations (hubs) we would welcome more migrating to Altea DCS. Additionally, what arrangements have you put in competition rather than consolidation. for Copenhagen, we are currently testing place to handle that? self-boarding. CS: We do have cargo agreements AGS: Are you investing in IT to in place for selected stations. The help manage the handling function AGS: Presumably, when you engage in agreement for the handling of cargo is as well as departure control and whole aircraft charter, you no longer not necessarily signed with the existing flight management? To what extent have infl uence over the handling of handling agent. As cargo handling is does IT assist with airline ground your aircraft on the ramp? Is that the subcontracted, it is also supervised and services? case? audited by Cimber Sterling. CS: We have just invested in Altea CS: We have full control and infl uence DCS – Customer Management. Our IT for all charter fl ights, apart from ACMI AGS: Do you welcome the consolida- Department is a very active partner in operations. ACMI operations are carried tion in the ground handling market the development of ground services out on the marketing carriers’ handling contracts. However, audits, supervision and control are still carried out for the ACMI stations.

AGS: For your own operations, how do you ensure that ramp operations are as safe as possible? Do you look for ISAGO accreditation? Do you perform audits? Do you monitor your SLAs very closely? Do you penalise and incentivise? CS: We do recognise ISAGO accreditation, but this is not a requirement yet, as many handling agents are still in the process of being certifi ed.

We do recognise ISAGO accreditation, but this is not a requirement yet, as many handling agents are still in the process of being DFSUJlFE Rikke H Pallesen, Director Ground Operations, Cimber Sterling

We assess the handling agent according to a QI checklist, based on safety requirements from IOSA and EU OPS. Our supervision/control program for handling agents includes pre-contractual assessment, and yearly assessments by our Ground Control Department, where SLAs are also monitored. All stations will also be audited by our Cimber Sterling Quality Department. Bonus/penalty arrangements are used actively at selected stations.

AGS: Do any elements of your fl eet require special handling or handling equipment? Or is your ATR, Bombardier and 737 fl eet fairly straight forward to handle? CS: As for all aircraft, some

www.evaint.com November 2011 Airline Ground Services 19 IT | TRAVELPORT TRAVELPORT: FROM GDS TO DCS We all know Travelport as a provider of transaction processing solutions to the global travel JOEVTUSZ#VUXIFOXFUIJOLPG5SBWFMQPSUXIBUQFSIBQTl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

ithin the Air- points out Sikam. “The other thing straightforward from a technology point line IT Solu- that we have added is an application of view. tions business that allows the passenger to pre-pay for “The PNR is the crux of the issue our portfo- excess baggage, offering a discount of as all the information we need is stored lio is quite up to 20%. This can all be done online there and it gives us an understanding “Wbroad,” points out Sikam. Not only are which will speed up the check-in process of passenger behaviour,” says Sikam. customers diverse – airlines, airports at the airport.” “Other things that we facilitate include and ground handlers, for example – Sikam is aware that the use of merchandising. We help our customers to but the client group also comprises technology and mobile devices to stay in put advertisements on boarding passes, Travelport’s competitors. “Behind the touch with passengers is a highly useful and we give the customer the choice of scenes we power quite a lot of our tool; but it can also be very annoying whether they want to print the boarding competitors’ platforms with our IT for the passenger when the message passes with ads or without ads.” technology,” he says. “Now we also have is purely sales-led. He says being “over So where are all these technologies some railway companies that we pro- communicative” is not the right way to headed and are there any shining lights vide technology for.” use the available technologies, especially in this area? “In the US, flying is like Travelport offers the airline market, when the target is a frequent flyer who taking a bus,” responds Sikam. “It is a its agents and partners a hosted is only too aware of the airport layout benchmark for us to work to.” solutions suite called Meridian which and the opportunities for passing time/ He continues: “In the US we are comprises reservations, inventory purchasing goods at the airport. currently working on a frequent flyer and departure control systems (DCS), “We, at Travelport, are always profile. This enables you to pass through including collection of fares, pricing having brain-storming sessions and we security without showing anything and electronic ticketing products, plus listen to the customers’ points of view to security staff as you are already advanced connectivity solutions. to understand the best service we can recognised as a frequent flyer. These are “We now have relaunched our provide,” he says. the sorts of things we are looking at. DCS. It is part of our Meridian hosting Of course managing human “Another thing that is happening solution,” says Sikam. “About three resources in the airport environment is right now, is that when you show up at years ago we signed a technology one area in which technology is vital, the desk to show your boarding pass, partnership agreement for a weight whether the resources come in the shape you simply show your mobile phone and balance system with Res2 in the of airline personnel themselves or third- with your boarding pass on the screen. Netherlands and they have built us party ground agents. Sikam says that Things are becoming paperless, which a brand new GUI [graphical user Travelport is using technology to deliver is very important when entering an interface],” says Sikam, stressing that vital information on passenger flows and electronic environment. A further thing the GUI is a major selling point for the aircraft delays to staff at check-in desks, that is happening is RFID which we are system. “The GUI has been developed on the floor or at the . “What we looking at introducing.” to take the check-in and gate agent are looking at is trying to deliver more In terms of delivering technologies throughout the whole process.” information on these mobile devices to to the airport environment, Sikam says “From the weight and balance staff to enable them to help passengers that IT infrastructure in the airport perspective, the system ensures both rather than, for example, send them to environment can be a limiting factor. economic flight and safety. If there is a desk to speak to another member of “Travelport can work entirely through a very heavy piece of cargo that is used staff,” he says. All of this adds up to a the internet,” he points out. This means to keep balance and weight in the right much more positive airport experience there is less dependence upon local proportions, the GUI advises right away for the passenger. hardware and simply a requirement for exactly where to put it,” he says. Technology does not only bring a reliable internet environment. Travelport has made sure that it sits efficiency and improved passenger flows; What is neat about Travelport is at the forefront of check-in and boarding it also allows airlines to earn revenue that, as a hosted solutions provider, the technologies. “We offer our customers from selling ancillary revenues. Sikam company really does not aim its products internet check-in, which allows says that all the information that an at any particular slice of the airline passengers to print their boarding passes airline needs in order to communicate community. From the large network at home; or we will send a text message with the passenger is stored in the carrier to the local city-pairs operators, with a 3D boarding pass barcode which passenger name record (PNR) which the company has an appropriate can be used to pass through the gate,” makes marketing extra airline services response and is keen to listen.

20 Airline Ground Services November 2011 www.evaint.com

Procure, fi nance, maintain, operate and be green

19-20th April 2012 Sheraton Amsterdam Airport Hotel & Conference Centre

To be chaired by Pete Speck, Vice President and Head of Corporate Supply, Swissport International & Pim Stam, Director Procurement Ground Operations France and The Netherlands, Air France/KLM

11.00 QUESTIONS AND DISCUSSION DAY ONE 11.10 BREAK FOR REFRESHMENTS AND VIEWING OF EXHIBITION

To be chaired by Pete Speck, Vice President and Head of Corporate Supply, 11.40 AN ANALYSIS OF GSE MAINTENANCE COSTS Swissport International & Pim Stam, Director Procurement Ground Operations France and The Netherlands, Air France/KLM A case study presentation performed by a supplier and a buyer together of GSE maintenance costs. Taking a 08.30 REGISTRATION OPENS real fl eet with a real economic life and real maintenance 09.30 CHAIRMAN’S OPENING REMARKS requirements then analysing what it costs to keep that fl eet active over a specifi c timeframe. 09.40 PROCUREMENT METHODS: OPEN TENDER, E-AUCTIONS, PREFERRED SUPPLIERS – HOW IS A BUYER TO CHOOSE? 12.20 QUESTIONS AND DISCUSSION A panel discussion comprising GSE buyers with experience 12.30 BREAK FOR LUNCH AND VIEWING OF EXHIBITION of a range of methods used to procure new and used GSE. Understanding the whole process, including: the 14.00 GSE PROCUREMENT FROM THE NETWORK information gathering stages, demonstrations, corporate PROCUREMENT POINT OF VIEW: A CASE STUDY reference-taking, maintenance costs and producing real When buying a large portfolio of GSE across multiple analysis on the supplier base. sites to perform numerous contracts with a large number Moderator - Richard Montague, Head of Ramp Operations & Ground of clients, GSE procurement becomes a central function Handling BAA Ltd, Heathrow to any handling operation. Setting the criteria, taking Ground handler buyer - Mike Ballet - Procurement Manager, Aviapartner advantage of bulk purchasing, building relationships and Airline buyer – Kevin Robins, Manager Automotive, Facilities & managing a large range of existing and new GSE Transportation, 14.30 INTEGRATED MULTI SITE GSE PROCUREMENT 10.20 FINANCIAL MODELS FOR DEFINING AND CALCULATING The purchase of GSE as a separate economy of scale in THE TOTAL COST OF GSE OWNERSHIP order to provide an identifi able contribution to corporate What does total cost of ownership mean to different profi tability together with the effi ciency savings resulting buyers and different suppliers? What is included in the from a mordenisation programme. total cost equation? How does it relate to second-user GSE Andreas Vassilaros, Projects Director, Aviator and what do these fi gures mean to a fi nancier? Where do residual values come in when making procurement 15.10 QUESTIONS AND DISCUSSION decisions? 15.20 BREAK FOR REFRESHMENTS AND VIEWING OF EXHIBITION To be moderated by Richard Adler, Head of Sales – Europe, CSA Financial (UK) Ltd 15.50 STAYING SAFE: WHAT DOES THIS MEAN IN Mike Doane, Sales Director, Douglas TERMS OF MANUFACTURE? A panel discussion on GSE manufacturing standards and future trends. Do safety implications hamper progress or actually drive innovation and development? Are there export implications for safety features? Is labelling an important safety feature? What are the GSE manufacturers doing to ensure that safety is the number one feature in everything they produce and how far does training have an impact on safe operations? Moderated by Pete Speck, Vice President and Head of Corporate Supply, Swissport International Alisdair Couper, Managing Director, Treberg DTS Bryn Jones, General Manager, Bliss-Fox Ground Support Equipment 16.30 STAYING SAFE: WHAT DOES THIS MEAN IN 10.10 GOING GREEN: WHO SHOULD PAY? TERMS OF OPERATIONS? With the obligation to being green now forming an It is one thing buying safe and fi t for purpose but it is imperative rather than an option, what are the costs another operating GSE in a safe fashion. What is the involved in sustainable operations, who is absorbing approach to safety and how is it evolving? them now and who should pay in the future? Will David Anderson, Head Of Operations Aircraft Safety, environmental issues create productive partnerships in the airport environment or will they create schisms? What 16.50 QUESTIONS AND DISCUSSION are the manufacturers doing to create both economically 17.00 END OF DAY ONE aware and environmentally aware GSE?

19.00 COCKTAIL RECEPTION 10.50 QUESTIONS AND DISCUSSION 19.30 GALA DINNER 11.00 BREAK FOR REFRESHMENTS AND VIEWING OF EXHIBITION

11.30 GSE BUYERS ARE ONE THING BUT WHAT ABOUT THE SPECIFIERS? WHO ARE THEY AND WHAT INFLUENCE DO THEY HAVE? Specifi ers of ramp equipment are often the ultimate decision-makers in the buying process. What does a specifi er seek to achieve and how can a supplier rise to the challenge?

12.10 EMERGENCY MANAGEMENT When the unthinkable happens and there is a serious incident or accident on the ramp, procedures and systems are put in place around GSE to ensure safety of operations and minimise losses and delays. Thomas Romig, Safety Offi cer, Genève Aéroport

DAY TWO 12.50 CLOSING QUESTIONS AND DISCUSSION 13.00 END OF CONFERENCE AND CLOSING LUNCH To be chaired by Pete Speck, Vice President and Head of Corporate Supply, The organisers reserve the right of programme amendment. Swissport International & Pim Stam, Director Procurement Ground Operations France and The Netherlands, Air France/KLM

08.30 REGISTRATION OPENS Interested in Sponsorship, Exhibiting 09.30 CHAIRMEN’S OPENING REMARKS or attending the conference 09.40 GOING GREEN: WHAT ARE THE IMPLICATIONS FOR AIRPORTS REGARDING THE EQUIPMENT OPERATED ON Contact Parveen & Grace on +44 (0) 20 8668 9118 SITE AND CARBON LIMITS? or Email: [email protected] or [email protected] Airports do not necessarily produce the emissions they take responsibility for given the number of other stakeholders operating in the airport environment. What responsibilities and obligations fall on airports and which of these are passed on to third parties operating in that Special sponsor environment? What should airports be putting in place regarding the ground equipment operated there in order to meet future sustainability goals and avoid penalties? Leonie Dobbie, Associate – Head of Sustainable Aviation & Airports, Mainland Europe, WSP 19-20th April 2012 Sheraton Amsterdam Airport Hotel & Conference Centre

Registration form per person For group rates and to register email: [email protected] Please complete the form below and fax it to: +44 (0) 20 8 660 3008

Registration fee includes: hotel accommodation, participation in the conference, lunches, coffee breaks, evening networking party and conference papers, which will be available at the event.

If you are a buyer or involved Delegate fee no accommodation - £1,000 - €1,150 - $1,580 in purchasing or making decisions on Ground Support Equipment Delegate fee + 1 nights hotel accommodation - £1,050 - €1,200 - $1,650 - spare parts then you qualify for a 25% discount of the Delegate rates Delegate fee + 2 nights hotel accommodation - £1,225 - €1,400 - $1,925 Please Tick Which Currency you wish to pay in R € - Euros R $ - USD R £ - Sterling Delegate fee + 3 nights hotel accommodation - £1,400 - €1,600 - $2,200

All UK companies will be charged 20% VAT O All European companies please supply your VAT number so you are not charged 1. Attendee details

(Mr / Mrs / Miss / Ms) First Name : Surname :

Job title :

Company name :

Address (line1) :

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County/State : Post/Zip code : Country :

Tel. no : Fax :

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2. Invoice details as above/as below (delete and fill in required option)

(Mr / Mrs / Miss / Ms) First Name : Surname :

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3. Other Information 4. Payment

I am interested in exhibiting Yes/No Please email me an invoice Yes/No I am interested in sponsoring Yes/No I wish to pay by credit/debit card Yes/No

Please note: In the event that GSE Buyers’ Conference 2012 is cancelled by the organisers, a full refund will be made on all payments received. However, if the event is cancelled/postponed for reasons beyond the direct control of the organisers, this booking will be transferred or no refund will be given. Cancellation policy: If you are unable to attend we will accept a substitute delegate attending in your place at no extra cost. All cancellations must be made in writing by emailing to [email protected] If you cancel 60 days before the event you will be charged a 25% administration cost. If you cancel after the 60 days you will be charged 50%. Cancellations before the 60 days you will receive a full refund.

www.evaint.com AIRLINE INTERVIEW | DANUBE WINGS DANUBE WINGS: MEETING HIGH EUROPEAN STANDARDS Danube Wings, the Slovak air carrier, transported 86,894 passengers in 2010 (77,800 in 2009). *UTmFFUJODMVEFTUISFF"53QMBOFT5IFDPNQBOZPQFSBUFTNBOZDIBSUFSmJHIUTBOEJT BOPGlDJBMBJSMJOFPGUIF4MPWBLJDFIPDLFZOBUJPOBMUFBN*UBMTPPQFSBUFTSFHVMBSmJHIUTUPGSPN #SBUJTMBWB  ,PTJDF  ;BEBS 3JKFLB  4QMJU BOE %VCSPWOJL "JSMJOF (SPVOE 4FSWJDFT "(4  UBMLT UP $BQUBJO1FUFS(BMPWJD $IJFG&YFDVUJWF0GlDFS %BOVCF8JOHT BCPVUUIFBJSMJOFTBSSBOHFNFOUT GPSHSPVOEIBOEMJOHXIJDIJODMVEFTFSWJDFTQSPWJEFECZ4LZQPSUHSPVOEIBOEMJOHTFSWJDFTJO 4MPWBLJB CPUI#54BOE,4$ BOE.BSDPOJ)BOEMJOHBU#PMPHOB

AGS: Are you primarily a charter selecting third-party check-in agents? airline, scheduled airline, regional PG: Check-in and baggage handling airline or a combination of all three? for Danube Wings fl ights is outsourced What is your link with the VIP to our partners and we select our operation? partners with the aim of securing PG: Danube Wings is an airline smooth and reliable baggage services for oriented to the European market, our passengers. operating scheduled fl ights, seasonal scheduled fl ights as well as charter AGS: Who looks after your three fl ights. Our sister company, VR Jet, ATR aircraft on the ramp in terms operates business and VIP fl ights with of tugging aircraft, de-icing them, its versatile business jet fl eet. refuelling them and cleaning them? We select our Do you outsource this work or does AGS: What type of passenger does partners with the aim of securing some of it remain in-house? Danube Wings largely serve? Are you smooth and reliable baggage services PG: Our aircraft are serviced both by catering mostly to leisure passengers for our passengers our staff and by our partners. or are there also a fair number of $BQUBJO1FUFS(BMPWJD $IJFG&YFDVUJWF0GlDFS  Danube Wings business passengers? What does this AGS: If you carry cargo, what are your mean for the way in which you check Wings and the way in which it handles arrangements for cargo handling? passengers in? Is check-in all manual? its passengers and baggage? PG: Standard European procedures Are you moving towards internet, PG: The new BTS terminal provides and regulations are applied. SMS, kiosk check-in or is that not increased comfort and better quality necessary? services to our passengers. AGS: Have you found that ground PG: Danube Wings passengers are handling services at the destinations both business and leisure. Scheduled AGS: Presumably your leisure passen- you serve are strong and meet your fl ights serve mostly its business clientele, gers carry plenty of baggage. Do you needs? Or, have you had to put in while seasonal scheduled fl ights and have a policy on baggage and do you place your own teams to train third some charter fl ights serve the leisure have any special systems to track and parties, raise standards and introduce clients. Check-in of our passengers is trace it? incentives? operated in accordance to the European PG: Our leisure passengers’ luggage PG: We fi nd ground handling airports’ standards and it is oriented is routinely handled and processed services at the destinations served by toward fast passenger processing. according to high European standards. our fl ights satisfactory and, depending on specifi c conditions, our staff or our AGS: What will the new terminal at AGS: Do you have your own passenger partners’ staff provide all necessary Bratislava Airport mean for Danube and baggage check-in staff at services. Bratislava? What about at destination airports? To what extent do you outsource passenger and baggage handling and how do you go about

www.evaint.com November 2011 Airline Ground Services 25 AIR CARGO HANDLING CONFERENCE | ROUNDUP

AIR CARGO HANDLING CONFERENCE 2011: RESPECT THE PAST, CONSIDER THE PRESENT BUT INFLUENCE THE FUTURE

Airline Ground Services takes a visual look back at the Air Cargo Handling Conference 2011

his year’s 3rd Air Cargo Handling conference took Awards will also be given in 2012 and thereafter for: innovation, place in Amsterdam between 19-21st September. handing on of expertise, the design of unique training With over 200 delegates the event was acknowl- programmes and IT module development. Companies are edged a great success and the participants par- encouraged to nominate individuals within their organisations ticularly enjoyed our introduction of three work- and should email the organisers their nominations six weeks T ing groups for the handlers, freight forwarders and airlines before the event. respectively. Delegates felt that the discussions were thought The six board members who will decide on the winners are; provoking and productive with the added bonus of identifying  mbaZ]% The gala dinner was sponsored by our host Amsterdam  Hebob^k;bcZhnb%>q^\nmbo^H% Schiphol airport and they provided a dramatic backdrop of Worldwide Flight Services fl oodlit snow sweepers to frame our group of professional  Bg`h&:e^qZg]^kKZag%=@?G^mphkdq^\nmbo^Ob\^Ik^lb]^gmfbkZm^l:bkebg^ the event a success. Each received an award at the Air Cargo  Pbg_kb^]AZkmfZgg%FZgZ`bg`=bk^\mhk% Handling Conference 2011. Fraport Cargo Services In the future these six ambassadors will sit on a panel and recognise others who have been nominated as ambassadors of We would like to thank all of our sponsors, speakers and excellence in terms of training, development and competence. delegates for helping us make this event such a success.

26 Airline Ground Services November 2011 www.evaint.com AIR CARGO HANDLING CONFERENCE | RROUNDUPOUNDUP

www.evaint.comwww.evaint.com NNovemberovember 22011011 AirlinAirlineeG GroundroundSe Servicesrvices 27 AIR CARGO HANDLING CONFERENCE | ROUNDUP Æ

The Air Cargo Handling Conference 2011 was pleased to present David Ambridge, General Manager Cargo, Bangkok Flight Services, with a special award in recognition for his charitable work and for bringing a charitable dimension to the work the air cargo industry performs.

28 Airline Ground Services November 2011 www.evaint.com AIR CARGO HANDLING CONFERENCE | ROUNDUP

www.evaint.com November 2011 Airline Ground Services 29 AIR CARGO HANDLING CONFERENCE | ROUNDUP Æ

30 Airline Ground Services November 2011 www.evaint.com AIR CARGO HANDLING CONFERENCE | ROUNDUP

We look forward to welcoming you to the 4th Air Cargo handling Conference to be held in 20-22nd June 2012, which will be hosted by Worldwide Flight Services. We shall be sure to update you on the venue, programme and the speakers shortly.

www.evaint.com November 2011 Airline Ground Services 31 HANDLER INTERVIEW | IAB

ALLIED BY QUALITY

Hassan Nashaat is the Commercial Director of the International Aviation Business (IAB) in Egypt. He explains to Jo Murray how IAB is participating in an alliance of handlers – along the same lines as an airline alliance – to ensure consistency of service provision to airlines with routes into Mediterranean airports. He also tells us how IAB has progressed its IT, training and quality initiatives during this quiet time for airline operations in Egypt following political change

he Mediterranean Alliance countries that are currently represented representative there, if it then decides to (TMA) has been established in the alliance are: Italy, Egypt, Turkey, put a route into, say, Egypt, there is no and IAB is a champion Tunisia and Morocco – but this is set need, now that TMA is in place, for the of the new allegiance. to expand. The mix of countries is airline to take a chance when selecting “TMA comprises ground interesting because, although they all representation in that new country. In ThandlingÆ providers from around the frame the Mediterranean, there is a essence, it is all about consistency of Mediterranean. One reliable company combination of EU countries – which service provision. There is an inter-SLA has been picked from each country are regulated by EU regulations – and in place between the alliance companies and we are acting as an alliance,” says non-EU countries which have their own to ensure that services remain consistent Nashaat. rules and regulations. and there are no negative surprises. “At the moment we’re present in fi ve So why does Nashaat think that Of course consistency is ensured countries and we have many requests an alliance is the most workable in any service sector by underpinning from different locations – other than solution for the Mediterranean region? those services with training. At present these fi ve countries – where we are Nashaat responds: “Our core business TMA is exchanging training knowledge qualifying companies at the moment,” he is representation, supervision and within the alliance through bringing says. “It is very important that we have passenger handling. We want to provide together Training Managers, sharing reliable partners.” our customer airlines with a proven information and developing a common Today, TMA’s headquarters is in level of reliability.” He explains that if, platform. “We are making sure that each Rome, Italy. Nashaat, himself, is the for example, an airline fl ies regularly company pools its training resources,” fi rst President of the alliance. The fi ve to Italy and has come to trust its says Nashaat. IATA training resources

32 Airline Ground Services November 2011 www.evaint.com HANDLER INTERVIEW | IAB

are also heavily drawn upon to ensure essence, IAB staff visit Egyptian families high training and quality benchmarks who are identifi ed within the scheme are attained and retained. and assist them with the businesses in The development of the alliance which they are engaged, for example, around the Mediterranean is a timely with marketing and accounting and signifi cant development; but so too expertise. Nashaat says this type of are operations within Egypt – at IAB effort is all about showing support for itself. The company is stationed at all Egyptian society and assisting with its Egyptian Airports, including: Sharm el advancement as a whole. Sheikh, Hurghada, Luxor, Aswan, Cairo, Returning to aviation, we come TABA, Marsa Alam, Alexandria and to the environment for performing Borg El Arab. Nashaat says that IAB has ground services in Egypt, ie the airports. focussed on building local expertise, fully system means that every fl ight can be Airports in Egypt have been undergoing understanding the culture of operations tracked automatically – rather than huge development in recent years. inside Egypt and has not tried to be a manually. Sharm el Sheikh and Hurghada have global player – that is where TMA comes On top of all this, IAB is also taking been doubled in terms of capacity. Also, in. In 2010, the company doubled the a lead in terms of corporate social a further international airport has been number of customers it served. A large responsibility. “We are trying to be opened in the south called Suhag – this number of new airlines joined IAB’s part of what is going on in Egypt at the has been done to boost the travel market portfolio to bring the total number to 30 moment,” says Nashaat, “by helping between the Gulf region and Egypt for airlines. society.” IAB is taking the initiative to Gulf workers. But political change came to Egypt help poor families to develop small and Perhaps a good word for summing up during 2011 and this has brought its high medium businesses so that their children activities in Egypt is “progress”. Change points and its low points. Every area of can return to school rather than having has come to this country and change Egyptian politics, lifestyle and business to go to work. This means both practical is touching everyone – both within the has been touched, resulting in certain and fi nancial help. IAB employees are country and, as IAB has shown, from social and economic pressures. For the being trained – through an Egyptian inside the country to the international aviation industry, these pressures are organisation – to support families. In markets. caused largely by negative international perceptions of travel to and within Egypt rather than the realities on the ground, says Nashaat. As Egypt fi nds its political feet and calm has been restored, so too should demand for airline travel into Egypt – especially from leisure passengers. So far, passenger numbers are lagging – in fact 2011 volumes are down 40% from the heights of 2010. That is not surprising. Nashaat points out that the tourist industry in Egypt has enjoyed spectacular growth in recent years and once the new Parliament is installed, there is the potential to more than double the annual number of tourists from 14 million at the height of the market to 30 million going forward. This is an impressive number to look forward to. In the meantime, quiet times enable any organisation to take a long hard look at its processes, training and IT systems, and IAB is no different. Firstly there has been a multi-discipline focus group put in place to tackle ISAGO accreditation at the headquarters and Cairo stations. Documentation is being restructured and training is being reconsidered to match ISAGO requirements. Accreditation is not far away. Our core business is Secondly, the companies’ IT representation, supervision and infrastructure has been addressed. “We passenger handling. We want to are currently integrating a system based provide our customer airlines with a on an Oracle database which applies proven level of reliability at both the operational and fi nancial Hassan Nashaat, Commercial Director, management levels,” says Nashaat. The International Aviation Business

www.evaint.com November 2011 Airline Ground Services 33 HANDLER INTERVIEW | AVIATOR

AVIATOR: THE OBJECTIVES KEEP GROWING AS THE BUSINESS GROWS

Aviator was the name assigned at the beginning of this year to the merged constellation of Nordic ground services companies, namely the Swedish company Nordic Aero and the Norwegian companies Røros Flyservice and Norport Ground Handling. The Accent Equity 2008 investment fund acquired just over a 50% share in the Aviator Airport Alliance and the management of the original three companies owned the remaining share. But things have moved on since the Alliance was formed. Jo Murray speaks to Paul Synnott, $IJFG&YFDVUJWF0GlDFSPG"WJBUPS

e have added another two companies since then: Novia Dan- mark A/S and Sturup Handling AB which “Wis operated at Malmo Airport,” says Synnott. When asked if the network is now complete, Synnott responds: “We are defi nitely not on what I would call the acquisition trail. We do have the capacity, the competence and the fi nancial resources to deal with opportunities when they pop up. We’re not really about putting fl ags on the map but, if we were, we do have the possibility to do more, and we are open to any proposition that would complement our services in any way – either a complementary service or a complementary geographical area.”

34 Airline Ground Services November 2011 www.evaint.com HANDLER INTERVIEW | AVIATOR

Synnott is very much a services man. improvements come is in terms of best there is too much equipment that He earned his stripes at Serco and has practice, operational excellence and needs to be repositioned. “In one of focussed on Scandinavia for the last 15 standardised training,” he says. our stations equipment is getting quite years. He certainly has all the credentials Of course IT will be the backbone old, however they have a very effi cient to manage and grow this collection of fi ve of the network. “The businesses that ground services workshop, so we are able ground handling companies, brought we have acquired have not been all on to keep everything well maintained,” he together under the Aviator name. the same page in terms of IT,” he says. says. “What we are investing in is more “I have been brought in to grow the “Our latest acquisition has a pretty environmentally friendly equipment like Aviator business and to add value, but good system so we fi nd ourselves asking de-icers, or we are changing products, we have to do it in a sensible way,” says whether it is possible to replicate the for example having better blower Synnott. “What we’re not trying to do is Novia IT system solution across the facilities,” says Synnott. simply increase the results for 2011. We entire network.” He continues: “We also have a glycol could do that very easily but it would He says there are two approaches to recycling centre at Arlanda which we probably be a short-term strategy. We IT system selection: the fi rst approach is are developing. I think one of the things have a longer-term strategy to increase choosing an IT system that refl ects the that really sets us apart from any other the value of the business.” company’s practices; the second is to business is the way in which we recycle Certainly Synnott knows the value of allow the IT system to lead the processes. the glycol and the system that we use... promoting the skills inherent in each of “Most of the operating systems that we although the idea of recycling glycol in the fi ve companies and, let’s face it, these would invest in and use have a number itself is not unique.” skills are more vibrant and marketable of parameters that I would not want to Synnott himself – being from outside as a collective. “We are looking for alter too much. Changing them would be the aviation industry – has a useful synergies in the group and there are great in the short term but in the long vantage point on the ground handling a number of ways in which we will term you are making it more diffi cult to business. He points to the peaks and achieve effi ciencies. Some of the things improve your processes,” he says. troughs suffered by the handling that I have been looking at include the “My role is very clear: to improve industry, and says that he therefore administrative resources to run the the performance of all the Aviator intends to develop Aviator away from companies. We’ve got fi ve separate business, and I will do that by making being just a ground handling company companies with separate administrative sure that our customers and our staff into an airport services company. functions. But what I defi nitely don’t are happy which, in turn, makes the “What we will look to do is use want to do is damage the level of job of improving the performance of more effi ciently all of the resources service available to our customers,” he the business much easier,” says Synnott. we have. We will also look to diversify emphasises. “What I would stress is that we are not services. Some services don’t need to be Of course, with a private equity going to make any big changes just performed at peak times – two hours participant behind Aviator, capital for change’s sake, so any structural, later and you still have the same amount investment is possible. “We have a operational or organisational changes of staff but you don’t have the same strong owner now and, although we will all be tried and tested before we volume of work. We could train and re- won’t take risks, we do have better access start running with them.” train certain staff which would make our to capital,” says Synnott. “Putting all this To date, Aviator has brought in a full company more effective, and the airline together and working on processes and team of senior management at board customers more effective too.” procedures will lead us to offering better level. There are now: a Chief Operating Synnott says that the jewels in the quality to our customers.” Offi cer, Project Directors and a Chief Aviator crown are the range of services Aviator now operates 22 stations Financial Offi cer as well as Synnott as and the areas in which they are located. across the Nordics. “Some of the time Chief Executive Offi cer. The model is New products are also being brought to we only have customers that only working well and, since the business the market. “We’re just about to launch operate at one station, or at one or two was launched, contracts have already a new lounge in Copenhagen which will stations, but the network approach been signed with: easyJet, Emirates, be quite a different concept to what we is important for us and we must Norwegian, Air France-KLM, British have seen before – hopefully we will be make sure that we are good at every Airways and – some of able to use the work that we have done single one of those stations,” he says. which are new contracts and some of there to open up another lounge in a Synnott talks of indirect value that is them are renewals. This is a true mark different location.” being delivered through standardised of approval. So the Aviator business keeps on procedures at a higher quality. “The As for equipping the operation, unfurling and, as Synnott says: “The cost of human resources probably Synnott says that, in some areas, there objectives keep growing as the busi- isn’t dramatically different; where the is a requirement to invest; but in others ness grows.”

www.evaint.com November 2011 Airline Ground Services 35 FEATURE | AFRICA

AFRICA: BREEDING UNIFORMITY OUT OF DIVERSITY

There is nothing homogenous about Africa. It is a tapestry of a continent where diversity rules and the natural, political and social landscape is never boring. And yet this continent has to develop uniform practices across its international industries, especially aviation – a challenge for any continent and for any industry. Jo Murray reports

he Arab Spring, famine and Moreover, regions that export sig- five years. Over the last decade, the un- war have bought Africa into nificant quantities of natural resources weighted average of countries’ growth our living rooms night after (Africa, the Commonwealth of Inde- rates was virtually identical in Africa night. Perhaps less publi- pendent States, the Middle East and and Asia. Moreover, over the next five cised are the opening up of South America) all experienced rela- years, Africa is likely to take the lead industry,Æ5 the exploration of minerals and tively low export volume growth in and the average African economy will the economic potential of this vast conti- 2010, but very strong increases in the outpace its Asian counterpart. nent that are now being realised. dollar value of their exports. For exam- According to the IMF, the seven Af- While it is impossible to general- ple, Africa’s exports were up 6% in vol- rican economies to watch are: Ethiopia ise about a whole continent, there are ume terms, and 28% in dollar terms. (GDP forecast 8.1), Mozambique (GDP some indisputable figures that present This puts the continent in a position of forecast 7.7), Tanzania (GDP forecast Africa as “a continent to watch” for economic power like never before. 7.2), Congo (GDP forecast 7), Ghana economic growth. According to the Although we are all told to watch (GDP forecast 7), Zambia (GDP fore- World Trade Organisation, Africa had the BRIC countries and Asia generally cast 6.9) and Nigeria (GDP forecast the fastest average rate of GDP growth for economic growth and fresh market 6.8). Of course that is not to say that, of any region over the last five years opportunities in the coming years, The in some respects, Africa is not playing – a staggering 4.7 between 2005 and Economist has pointed out that, over catch-up. We know that infrastructure 2010. While Africa reported favoura- the last 10 years, six of the world’s 10 and regulation have a long way to go ble figures, Europe could only come up fastest growing economies were in – as does political stability in many with 1.9 (the EU 1.8) in 2010 with the sub-Saharan Africa. On IMF forecasts, corners of the continent – but this is US only coming in at 2.8 – that truly Africa will grab seven of the top 10 a continent with strong prospects too. puts things into perspective. places for GDP growth over the next We are already seeing some of this

36 Airline Ground Services November 2011 www.evaint.com FEATURE | AFRICA

filter through to the aviation industry. baggage screening at departures, as For example, earlier this year came the well as a new arrivals carousel). This announcement that sweeping changes system will be operational in the sum- are underway at Zambia’s internation- mer of 2012, for the opening of the new al airports. Zambia’s National Airports terminal, and it will be one of the most Corporation Ltd (NACL) is embarking secure systems in sub-Saharan Africa, with SITA on a major transformation says the company. of check-in facilities at Lusaka and Liv- On the airline front, this Summer ingstone International Airports. A key we saw the national flag carrier of goal of this five-year agreement is to Angola, TAAG Angola Airlines (Lin- reduce pressure on existing infrastruc- baggage and other areas. has Aéreas de Angola) purchase 777- ture at both airports through greater Robinson Misitala, Managing Di- 300ER aircraft with GE90 engines as- automation of the check-in process rector, NACL, says: “Trade, tourism sisted by an approximately $256 mil- and the introduction of passenger self- and inward investment are critical to lion long-term loan guarantee from the service check-in on the SITA Airport- the economic development of Zambia Export-Import Bank of the US (Ex-Im Connect Open platform. This will also and easy access to the country through Bank). The aircraft will be used to ex- allow for the common-use of all check- its international gateways is a high pand TAAG’s intercontinental service in facilities by all airlines based at the priority. We are satisfied to introduce provided through its all-Boeing fleet. two airports. these major changes in collaboration “This is a proud day for Angola and Passengers and airlines at Lusa- with SITA as they will encourage air- its people,” says TAAG Chairman, An- ka International Airport will benefit lines to fly here and give a major boost tonio Luis Pimentel Araujo. “Taking from the deployment of the new CUTE to passenger traffic.” possession of this airplane and being (Common Use Terminal Equipment) Mali is also seeing the renewal of the first in all of Africa to buy, own and services at check-in counters and will passenger and bag handling equip- operate the airplane further confirms also be able to use a range of CUSS ment at its airports. In an announce- TAAG’s commitment to leadership and (Common Use Self-Service) check-in ment for the second order in Africa innovation in African aviation.” The kiosks, including the compact S3 free- for ALSTEF, the company said that delivery was the first of two airplanes standing kiosk. The upgrades happen- it obtained its first contract at the ordered by TAAG in October 2009. ing at Livingstone International Air- Bamako-Senou International Airport, TAAG will use the airplanes for route port will cover both check-in counters providing for the renovation of the expansion to destinations including and CUSS check-in kiosks. Automa- existing terminal, all baggage convey- direct routes to Rio de Janeiro, Sao tion at both locations will also extend ing equipment required (including 11 Paulo, Lisbon and Oporto. The airline to boarding gates, arrivals and lost check-in desks and all conveyors for is also preparing its application to fly

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www.evaint.com November 2011 Airline Ground Services 37 FEATURE | AFRICA

into the US with its new 777-300ERs. And routes into Africa are finding favour too. For example, Etihad Air- ways has announced the start of flights to Nairobi, its first destination in East Æ Africa. A daily service from Abu Dhabi to Nairobi will begin on April 1 next year, operated by a two-class A320 aircraft with 16 Pearl Business class and 120 Coral Economy seats. “This new route will allow Etihad to tap into large traffic flows between East Africa, North Asia, and the Indian Subconti- nent,” the airline‘s Chief Executive Of- ficer, James Hogan, says. “Our strategy is to target areas of strong growth in emerging economies such as North, East and Central Africa and we have a number of other destinations under active consideration.” The Managing Director of the Kenya Airports Authority, Stephen Gi- chuki, says: “Our airport is currently undergoing an expansion and upgrad- ing of its facilities which includes the construction of a new terminal. This will have the capacity to handle 20 million passengers, and construction is expected to begin in January 2012.” Etihad began dedicated cargo services to Nairobi in March, 2009 and now operates five freighter flights with a to- tal capacity of 340 tonnes each week. This will increase by 5% from April 1. Investment in aircraft and routes is not all that is being reported. On the ground handling front, Aviance Ghana has continued to invest in new GSE for the Accra Kotoka International Air- port (ACC), Ghana, operation, points out Paul Craig, Managing Director, Aviance Ghana. “In the last year we have added , Egyptair, Airways and TAP to our customer portfolio,” he says. “De- spite the turmoil in other parts of the globe, Ghana continues to perform steadily and with the recent oil explo- ration gearing up, new airlines and in- vestors are keeping a watchful eye on the West African jewel. “Ghana is working hard to estab- lish itself as the gateway to West Africa and carriers such as , , and Fly 540 are all rumoured to be looking to begin operations. As part of the airport master plan, a new aircraft parking area, Southern Stands, is be- ing constructed and will provide linear parking for up to seven wide-body air- craft. To help with servicing this area, Aviance Ghana has placed an order with Goldhofer, for the first AST2R towbarless tractor in Africa. Currently on trial is the new Infoman from Zebra Technologies.”

38 Airline Ground Services November 2011 www.evaint.com FEATURE | AFRICA

New purchases at Aviance Ghana include: covered passenger steps (from Denge), an ambulift (from Mallaghan), a towbarless tractor (from Goldhofer), passenger buses (from Cobus), a specialised reach forklift (from Linde), forklifts (from Linde/Nissan) and ground power units (from Hitzinger). Menzies has been busy making news in . Velvet Sky, South Africa’s newest domestic carrier, took to the skies on its inaugural flight from Johannesburg OR Tambo Interna- tional Airport to Durban King Shaka International Airport. Menzies was appointed handling agent and all went off without a hitch. Forsyth Black, Senior Vice President Africa, Menzies Aviation, says: “Menzies was appoint- ed on a range of factors, but not least our safety, security, quality and mar- ket independence.” Within the coming weeks Velvet Sky expects to expand from one to three aircraft and run over 60 flights per week around the Johan- nesburg/Cape Town/Durban golden triangle.” es staff have a new locker room, small opened the new Mashonzha Lounge Menzies Aviation in South Africa changing area and a bar-style restroom at Johannesburg OR Tambo Interna- has also announced the opening of its also. Finally there is a briefing room/ tional Airport. This is in addition to new combined baggage services office meeting for staff and customer pre- the highly acclaimed and successful and passenger services staff facility flight briefings and training sessions,” Shongololo Lounge at the same loca- at Johannesburg OR Tambo Interna- says Black. tion which has been operational now tional Airport. “The Passenger Servic- Finally at Menzies, the handler has for three years.

www.evaint.com November 2011 Airline Ground Services 39 FEATURE | AFRICA

Ghassist in Angola has also been also come on board and will start its op- final dividend of 45kobo per share to celebrating good news. Marketing Man- erations on November 2, 2011 with A319 all shareholders of the company. The ager, Diogo Pontes, says, the 14 year old and A320 aircraft on a daily basis,” she meeting was also used to introduce company that serves 17 airline clients says. “With the increasing client base, we two new Directors of the company, D regularly has now won three new clients. have had to invest in more equipment to Umar Faruk (Non-Executive Director) TheyÆ are Iberia, Air Marroc and KLM. be able to satisfy their increasing needs. and Gordon Gofwan (Executive Di- On the equipment front, Ghassist has In view of that, we have purchased an- rector) in charge of business develop- been on an acquisition spree and now other high loader Commander 30.” ment, to the shareholders. has two ground power units “Hobart For training purposes, ENHAS has Managing Director Kayode Ojo has 140 KVA”, four conveyor belts, one trac- set up one computerised training room also presented a paper to the monthly tor and four vehicles, and one ambulift. with 10 computers to assist especially Capital Market Correspondents Asso- The company says that, at present, it is with learning departure control sys- ciation of Nigeria (CAMCAN) Forum. preparing to offer flight operation serv- tems and also be able to train other He says that private firms should be ices. Staff have been trained for provid- clients when needed. ENHAS is also a encouraged to go into Public Private ing safe and efficient push back services; member of the UN Global Compact, an Partnership with government to solve and training has also been delivered in initiative for businesses that are com- infrastructural challenges facing the relation to load control, check-in and mitted to aligning their operations to industry. He advised airlines to bench- ramp operations. Ghassist is also operat- the 10 universal principles in the areas mark on economy of scale and global ing at three news stations, namely: Ond- of human rights, labour, environment reach through mergers; and more im- jiva, Cabinda and Lubango. They are and anti-corruption. portantly, corporate governance should domestic airports at present but at least Finally, the Nigerian Aviation Han- be a cardinal objective. He also listed two of them will become international dling Company Plc (nahco aviance) the problems facing the industry as: airports, reports Ghassist. And let’s not held its 30th Annual General Meeting the high cost of fuel, infrastructure, forget that Luanda International Air- (AGM) at the Conference Hall of the presence of unauthorised people at the port has been rebuilt – a very important Nicon Luxury Hotel, Abuja, in June airside, indiscriminate seizure of equip- base for Ghassist’s activities. 2011 with an appreciable turnout of ment and the high cost of procuring Over at Entebbe Handling Serv- shareholders who came to witness the ground support equipment. ices (ENHAS) in Uganda, the handler performance of the company in 2010. Despite the challenges, there is is benefiting from the increase in flight Welcoming shareholders to the meet- plenty to play for in the African mar- frequencies. Madrine Arishaba, Train- ing, the Chairman, Board of Directors, ket. Airlines are waking up to the gi- ing & Development Officer at ENHAS, Senator Ike Nwachukwu thanked them ant trading potential of this richly en- says that, for example, Emirates has in- for staying with the company through dowed land mass. The wise ones are creased its flights from five times to sev- thick and thin, and promised that the planning their routes in and the serv- en times a week; British Airways from company would always strive to give ice providers who have prepared them- three times to five times; and KLM from good returns on their investments. selves to the highest standards will be three to six times. “Qatar Airways has The meeting approved the payment of amongst the winners.

40 Airline Ground Services November 2011 www.evaint.com INTERVIEW | IATA TRAINING

IATA TRAINING: ENHANCING THE OFFERING

+P.VSSBZlOETPVUBCPVU he IATA Training & Devel- individuals, professionals wishing to UIFXBZJOXIJDI*"5" opment Institute (ITDI) make a career change or professionals offers professional train- who are new to aviation. The Institute JTFOIBODJOHJUTUSBJOJOH ing at both management offers courses all over the world and PGGFSJOHJOSFMBUJPOUP and operational levels to in 2010 it trained more than 30,000 Taviation professionals and other rel- people on five continents. Training is HSPVOETFSWJDFTBOE evant groups. The ITDI’s main aim is done either through regular classes BTTPDJBUFEBDUJWJUJFT to achieve safety, efficiency and growth or in-house company classes. ITDI through training. courses are taken up by a wide range The training courses are accessible of organisations, including airlines, to anyone – IATA member and non- ground service providers, airports and member airlines, government bodies, civil aviation authorities. It even trains

www.evaint.com November 2011 Airline Ground Services 41 INTERVIEW | IATA TRAINING

UnitedÆ Nations staff all over the world. the Documentation Control and Pas- IATA believes strongly in a senger Assessment course which continuing professional education trains check-in and gate staff approach to training. The ITDI does to check visas, immigration indeed offer a staged approach so requirements and identify that training continues through an forged documents or po- individual’s career. A professional’s fi rst tentially disruptive pas- step is simply to undertake one course sengers. Training in and achieve a certifi cate for that. Or they this area is important can choose to take an IATA Diploma as it helps airlines and – which is a group of courses related their agents avoid to a specifi c subject – in, for example, immigration penal- ground operations, airport strategic ties. After all, in the management or airline commercial EU, the minimum management. ITDI trainers stress fi ne is €5,000 per that all certifi cates are awarded to the passenger for failing individual – not to the company that to detect problems employs him or her – and so all IATA in this area. The accredited qualifi cation are portable like regulations stipulate academic achievements. that it is up to the air- The IATA training team comprises line to ensure that the eight professionals who oversee courses passenger has the right in the fi elds of: quality, cargo, security, travel documents at the air navigation, safety, law, airports and departure point but any ground operations, the environment penalty resulting from in- and airline management for example. fringement can be passed on to “In 2011 we have 700 classes around the handler if the airline subcon- the world,” says Dimitrios Sanos, tracts check-in and gate services to responsible for all courses related ground service providers. to airport management, design and And IATA has even more courses operations; as well as ground services – under development, including one that Training is done both operations and management. “We may revolve around training for severe either through regular classes or in- have IATA training centres in Miami, weather conditions. house company classes. ITDI courses Montreal, , Singapore, Delhi, as Sanos adds: “All the courses are taken up by a wide range of well as additional classroom facilities in are designed in such a way that the organisations, including airlines, ground London, , Istanbul, Athens, and participant will leave the classroom service providers, airports and civil some locations that we are testing at with a toolkit. He or she will have the aviation authorities the moment.” During the second half of background knowledge to support him 2011, IATA is planning classes in Lima, in his decisions in the future, get access and higher effi ciency. Peru, as well as other locations chosen to accurate information, including the Of course the Airport Handling to accommodate the needs of the local manuals, and gain practical knowledge, Manual will continue. It has existed for market. “We also have a new training often through case studies.” many years and is the bible for delivering centre in Beijing that serves China but Ground services training at IATA ground services. But the difference is anyone can register to train there – it is is largely related to safety and also to that while the Manual says what to do, an open class. It has been successful for ISAGO standards. At the end of the the IGOM will tell ground handlers how the last year and a half,” he says. training, students are supported with to do things. IATA is rapidly ramping up the additional information or through These notions of safety and effi ciency number of courses available to the distance learning courses. are not just abstract ideas; they have very ground handling community. In the IATA wishes to see member airlines real consequences. In fi nancial terms, past there were only two such courses gain access to strong services from well- IATA has estimated the cost of accidents available – Station Ground Handling trained ground service providers; by on the ramp to be about $4 billion per Management and the Standard Ground the same token it expects handlers to annum. Doing things better, more Handling Agreement Workshop. In be able to run a profi table business as consistently and in an educated manner recent years, the offering was enhanced, a consequence of achieving excellent will deliver real benefi ts to airlines adding the Corporate Negotiating Skills standards through training. To this and ground handlers. Ultimately, the course and operational courses such as end, by the end of 2011, IATA will have rewards will revolve around safety, but Aircraft Weight and Balance (the theory issued the IATA Ground Operations they will also be commercial. rather than training associated with any Manual (IGOM) which will be the fi rst “We are aiming to provide assistance specifi c departure control system) and ever set of harmonised ground handling to the airline and airport services Station Operational Control. procedures. This will assist with market,” Sanos states as the Institute’s A further course available is called consistency of services, enhanced safety raison d’être.

42 Airline Ground Services November 2011 www.evaint.com

HANDLER INTERVIEW | ASE GROUP

ASE GROUP BROADENS ITS OUTLOOK Mohamed Hanno is the Executive Chairman of the ASE Group “Egypt, Morocco & UAE” and the CEO of ASE – Aero Services Egypt. He talks to Airline Ground Services about both the big picture for ground handling internationally and about what is going on much closer to home in Egypt and throughout ASE’s network

here are still some small day to day problems in the public sector,” says Hanno of the “Tunrest that we saw in Eqypt at the beginning of the year during the Arab Spring, “but, in general, we’re getting to the right place.” He is emphatic, howev- er, that whatever was going on political- ly, ASE never stopped working. “During these periods we re-arranged ourselves, seeking better business development and looking at improving the things we have done in the past,” he says. Of course, ASE is a network that has been built across three territories over more than 20 years and beyond through its business associates. ASE – Egypt was established in 1989, followed by ASE – Morocco in 1998 and by 2008 UAE became the third branch. One area that Hanno is passionate about throughout his network is ISAGO. “ISAGO is something we have done from the very beginning,” he says. “We’re one of the few companies that started the ISAGO programme and we were involved in putting in place the ISAGO standards together with IATA, other ground handlers and airlines. We truly believe in ISAGO.

The important thing is to train people to believe in what they are doing and that is what we have done Mohamed Hanno, Executive Chairman, ASE Group

44 Airline Ground Services November 2011 www.evaint.com HANDLER INTERVIEW | ASE GROUP

“That’s why its corporate headquar- ters and the main five airports (CAI, HRG, SSH, LXR, HBE) in Egypt that ASE serves are ISAGO registered. IS- AGO is also present in Morocco at our head office in Agadir as well as at Agadir Airport and Marrakesh Airport. We have requested that, in 2012, we will be ISAGO registered in Tangier and two other Moroccan airports. Soon, we will have the renewal of Agadir and Marrakesh.” So, in practice, what does it mean for ASE to go through this audit process? Hanno responds: “For us it was a little bit easier because we took it step by step. At the first step we started with AHM 804 which was a measurement of our work and standards. Then we took the ISO standards. The important thing is not preparing documents, arranging manuals or putting things into order. It takes time but it can be done. The “The mission of this training cen- important thing is to train people to tre is to deliver a priceless quality of believe in what they are doing and that services in training and consultancy The handler plans to move into is what we have done.” with a price efficient strategy to serve its new headquarters in Cairo, Egypt, The work on quality and procedures the aviation and tourism industries,” in 2012 from where it will chart the is clearly paying off. In July 2011, ASE comments Hanno. next stage of its growth – Egypt received “The Majestic Five But ASE is not fixed on the territories Continents Award for Quality and of Morocco, Egypt and UAE. “We are Excellence” in Rome. The accolades are planning to go within Africa and maybe starting to roll in and the hard work is some European countries too,” says were sorry to leave but they had to. paying off. Hanno, adding that the west coast of Some people have contacted us to say When asked whether the shape of Africa, the east coast and the centre of that they have come back. In general I the organisation has changed, Hanno the continent are all under review. would say that traffic is going up and responds: “Yes. In 2009 we started So when ASE goes into a new back to normal for us. From 5% of traffic operations at in Upper territory, what does it set up first? Hanno in February and then 20% in March and Egypt, midway between Cairo and responds: “We will try to do what we are now we are at 85%-90%.” Luxor. This was a new operation for us. most specialised in which is passenger Today, ASE is very involved now in We started there with nasair, a Saudi handling and then we will start looking designing the IATA Ground Operations Arabian airline, and flydubai, from the at ramp handling. Really, if we have the Manual (IGOM). “We are working very UAE. We handle one flight per day for ability to open both passenger handling hard. The IGOM Chapter 1 working each airline and sometimes during peak and ramp handling, we will certainly do group on passenger handling took place seasons, two to three flights.” that together.” here in Cairo,” says Hanno. “The aim In late 2010 ASE’s Service Delivery Internally, there are investments of IGOM is to eliminate the need for Unit at Alexandria Airport started being made to the existing business too. each airline to maintain its own manual handling flydubai, followed by nasair IT systems at ASE are being overhauled and to give ground services providers flights at the new Borg El-Arab airport, – an ERP system is being installed which a standard set of procedures to apply which is located around 45km from will be complete by the beginning of 2012. across all aircraft and airlines.” Hanno’s Alexandria City Centre. In January 2011, A letter of agreement is also signed with team is also actively involved in the ASE established a new Service Delivery Amadeus for the Altéa ground handling Aviation Ground Services Agreements Unit at Sohaq or HMB (Hosni Mubarak module. “We will be the first ground Working Group and the Airside Safety International Airport) where ASE handlers in Africa and the Middle East to Group which both meet twice a year. handles all of the nasair and flydubai have Amadeus Altéa,” he says. As ASE achieves its aims both flights. All this is great news for a company throughout its own network and for ASE has also opened a new training that suffered huge business interruption the benefit of the industry as a whole, centre for both internal and third-party at the beginning of the year. In February the Egyptian ground handler is also training. It is in the process to be an 2011, traffic decreased to just 5% of taking the time to build a new home. IATA affiliated regional training cen- the usual volumes – that traffic just The handler plans to move into its new tre, ASE – Aviation Services Education, represented evacuation flights. By headquarters in Cairo, Egypt, in 2012 says Hanno. The centre is due to open March, traffic had risen to 20% of from where it will chart the next stage of this autumn in Casablanca, Morocco. expected levels. “At the very end, people its growth.

www.evaint.com November 2011 Airline Ground Services 45 LEGAL COLUMN | MUNDAYS DOING BUSINESS WITHIN THE UK AFTER THE BRIBERY ACT – A NEW LANDSCAPE?

The Bribery Act 2010 (the “Act”) received Royal Assent on 8 April 2010 and came into force 1 July 2011 in the United Kingdom. It has been a long time coming and quite controversial in that some countries, particularly the USA, wanted to see a strong regulation to match its own Foreign Corrupt Practices Act, whereas other countries and businesses in the UK were concerned that it might put them at a competitive disadvantage in the global economy at a time of economic downturn. I do not believe this is the case, writes Phil Walton, Partner in Mundays LLP. This article will explore the new law, the new offences, the guidance issued by the Ministry of Justice and consider its effect on day to day business in this country

he Act abolished previous transactions may be conducted. to a collaboration, outsourcing or a bribery offences that previ- confi dentiality agreement, a consultant, ously existed both under FAILURE OF COMMERCIAL a distributor, a franchisee, potentially common law and statute ORGANISATIONS TO PREVENT BRIBERY a supplier or a manufacturer in a and completely overhauled Only a “relevant commercial organisa- white label agreement. Commercial TtheÆ law relating to bribery, an altogether tion” can commit an offence under organisations are clearly open to the welcome change. Bribery offences are no section 7. For the purposes of this sec- risk of being liable for a section 7 longer confi ned to transactions involv- tion, a relevant commercial organisation offence from a number of sources and ing public offi cials and their agents but can include a body incorporated in the it is therefore critical that adequate now extend to cover all private sector or UK or a partnership formed under the protective measures are put in place. commercial transactions. law of the UK that carries on business Importantly, a commercial organi- (regardless of where such business is sation can be guilty of an offence under THE LAW carried on) or any other body corporate section 7 even if the associated person The new position under the Act is: or partnership that carries on business, is not convicted of an offence and re- 1. It is an offence to offer, promise or or part of a business in the UK. A trade gardless of whether the commercial give a bribe to another person; or profession is included in the defi ni- organisation was aware of the corrupt 2. It is an offence to request, agree to tion of “business”. conduct or not. However, the associated receive or accept a bribe; Under section 8 an “associated person must intend to obtain or retain 3. It is an offence to bribe a foreign person” is interpreted widely. A person business, or an advantage in the conduct public offi cial to obtain or retain is associated with a relevant commercial of business. business; organisation if that person performs If a commercial organisation is services on or behalf of the commercial convicted of a section 7 offence, they And of particular interest to those organisation. A person could therefore can be fi ned an unlimited amount. conducting business in the UK; be an employee, agent or a subsidiary. In addition they may be barred from 4. It is an offence where a commercial This is determined by reference to all the public contracts, a debarment that may organisation fails to prevent bribery relevant circumstances although if the result in the permanent exclusion of by a person acting on its behalf (an person is an employee of an organisation that company from public procurement “associated person”), where the is it presumed that the employee is an contract opportunities. bribery was intended to obtain or associated person. retain a business advantage for the Interpreted widely an associated DEFENSIVE MEASURES commercial organisation. person may also be another party It is a defence under section 7(2) for the commercial organisation to prove that It is high time such measures were they had in place adequate procedures brought in, especially in the current eco- Commercial organisations are clearly designed to prevent its associated per- nomic climate where bribery and cor- open to the risk of being liable for a sons from bribery. As a result of section ruption ultimately hinder the recovery section 7 offence from a number of 9, the Ministry of Justice has now pub- on the economy and disadvantage busi- sources and it is therefore critical lished guidance about such procedures. nesses who comply with the law. It does that adequate protective measures These are not prescriptive guide- mean however, that there will be some are put in place lines and the procedures put in place noticeable changes in the way business should be tailored to the size of and the

46 Airline Ground Services November 2011 www.evaint.com Save the Date

IATA Ground Handling Conference 2012 is going to Prague!

This is the opportunity for you to network with your peers and the industry’s experts and leaders and learn about today’s issues and keep abreast with industry trends. Mark your calendars today and stay tuned for more information on the event!

7 – 9 May 2012 Prague LEGAL COLUMN | MUNDAYS

level of risk faced by each commercial organisation. The Guidance sets out six principles intended to provide commer- cial organisations with a starting point for the planning and implementation of theÆ procedures.

1. Proportionate procedures – the com- mercial organisation’s procedures should reflect the nature, scale and complexity of its activities, as well as the level of bribery risk faced 2. Top-level commitment – the highest levels of management within the organisation should create an environment in which bribery is not acceptable 3. Risk assessment – the commercial organisation should periodically review and assess the level of its exposure to internal and external risks of bribery 4. Due diligence – a proportionate risk-based approach to due diligence should be carried out on all those who would be categorised “associated persons” 5. Communication (including training) – the commercial organisation needs to make everyone within the business fully aware of its bribery prevention policies and procedures 6. Monitoring and review – consistent monitoring to ensure the procedures and prevention measures are working and improving them if necessary

Whilst it took a while to come out, the Guidance is accessible, it is in plain English and it is very useful for commercial organisations who wish to ensure compliance. It should not be a complete substitute for taking appropriate advice, depending upon the circumstances. Commercial organisations will start to see standard anti-bribery clauses appearing in contracts for the supply of goods and services to ensure anyone that may be classed as an “associated person”, is aware of the Act and the organisation’s own policies and contracts to comply Phil Walton with the Act. These types of clause are in the interests of all parties involved but should be reviewed carefully by legal advisors to ensure a fair balance of risk in compliance. in place an anti-bribery policy for all reviewed and updated to comply with Commercial organisations should employees and will need to update their the new law. focus first and foremost on ensuring that “whistle-blowing” policies to ensure that The Bribery Act is a welcome addi- their internal procedures are effective, people are not afraid to come forward tion to the UK’s anti-corruption regime that they have weighed up the potential if they suspect wrongdoing. Further, all but commercial organisations will need risks and that all “associated persons” standard commercial contracts, from to adapt to ensure compliance. The pen- whether these are employees, agents service level agreements to ground alties for failing to do so are high but or subcontractors are fully aware of the handling agreements, from supply of necessary to ensure a fairer, more trans- regulations. They will need to have put goods to supply of services should be parent commercial economy.

48 Airline Ground Services November 2011 www.evaint.com Over 1,000 delegates! Industry leaders, top executives and key decision makers

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Fraport. The Airport Managers.

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