Customer Care Report 2017 2 2017 · IAA CUSTOMER CARE REPORT Contents A Message from our Chief Executive Designate 4 IAA Customer Care Programme 6 Participating Customers 7 Executive Summary 8 2017 Highlights 10 RP2 Performance Update 14 Schuman Associates Independent Survey 16 Eamonn Brennan Thank you Farewell 18 Customer Feedback 20 Customer Scores by Category 28 Our Top 50 Customers 47 IAA CUSTOMER CARE REPORT · 2017 3 A Message from our Chief Executive Designate A very warm welcome to the Irish Aviation Traffic grew to record levels in Irish airspace Authority’s 2017 ANSP Customer Care during 2017. At our facilities in Dublin, Cork, Report. This is a key publication for the Shannon and Ballygirreen, our Air Traffic IAA, containing the results of the 2017 Controllers and Radio Officers handled independent survey and commentary from record numbers of flights, on top of big our Customers on our Air Traffic increases in 2015 and 2016. En-route Management services. It provides our traffic overflying Ireland grew by close to people with a greater understanding of 1% and flights at Dublin airport increased what our Customers think of us and of by 4%. Our North Atlantic HF what kind of ATM services they want us Communications Team provided services to to deliver. over Million aircraft, up 5% on last year. ½ During 2017, the aviation industry in Europe The overall growth in traffic controlled by and the United States, the most important the IAA, while very welcome, did not come markets for Ireland and the IAA, continued without its challenges. There were no ATM to grow profitably. There were some delays in Irish airspace or at Dublin, Cork or exceptions however and we very much Shannon airports during 2017 but regret the closure of long-time Customers continuing growth in the number of flights Air Berlin and Monarch Airlines. The at Dublin put significant pressure on the perilous state of the finances of several airport’s ground infrastructure. This other European carriers demonstrates that resulted in congestion on the airfield and the industry is one of the most volatile in consequential start-up delays, particularly the global marketplace. at the busier times of the day. 2017 also saw the UK vote in favour of 2017 was the busiest year on record for BREXIT. The uncertainty surrounding this Dublin Airport with over 215,000 flight decision to leave the EU resulted in a movements but at close to full capacity, we weakened Sterling, with implications for expect growth rates to slow until the new passenger volumes between Ireland and the parallel runway is built. We have started UK. The lack of a clear understanding of work on a new Visual Air Traffic Control what a post-BREXIT aviation market will Tower at Dublin so that our Team will be look like continues to concern most in this ready to support our Customers’ flight industry. BREXIT uncertainties and traffic operations on the parallel runway when it levels that have increased beyond our opens for business. Keep an eye on the previous peak of 2008 are just some of the skyline at Dublin Airport for our new tower challenges we face as we strive to meet the as construction surges ahead. high expectations of our Customers and our own people and the requirements of the Shannon Airport saw some growth for the Single European Sky performance scheme. year 2017 but Cork lost some ground on 2016. Both airports did however see 4 2017 · IAA CUSTOMER CARE REPORT growth in the last quarter of the year and 90% for 2017 but I do recognise that there recently announced new services should are still opportunities for improvement in lead to increases in traffic for 2018. the ATM services we provide. We recognise that high performance at Finally, I would like to take this opportunity, value for money prices is of vital importance on behalf of all of us at the IAA, to say to the airline community and I can assure thank you to our Airline Customers who you that we will all continue to work took time from their busy schedules to meet smarter and harder to deliver value for with our Customer Care Team during 2017 money to our Customer Airlines. In doing and to complete the survey for Schuman so we will continue to provide the high levels Associates. I assure you that all their of safety and service delivery our comments and suggestions are welcome Customers expect, at user charges that and that where practicable, we will take the remain among the very lowest in Europe. necessary action to deliver the ATM services that they demand. Our Customer Care programme provides a mechanism for our Airline Customers to Thank you. provide detailed feedback to the IAA, in face-to-face meetings with our Team and through an independently administered online survey. In 2017, we again asked Peter Kearney Schuman Associates, a Brussels based Chief Executive Designate consultancy, to conduct this online survey on our behalf. The independence that they bring to the process helps ensure that we get a clearer understanding of our Customers’ needs and concerns. I am pleased to say that our Customers awarded the IAA an overall Satisfaction rating of IAA CUSTOMER CARE REPORT · 2017 5 IAA Customer Care Programme MAANN LBBAA ARRNN DUUBB AAMSMS YYULUL LOONN FRRAA ORRDD PPITIT PAARR VIIEE YYZ ZRRHH MEEMM FCCOO ISSTT TTULUL SDDFF JFFKK ATTLL DDFWFW DDOHOH DXXBB Our Airlines Customers recognise the IAA as one AUUHH of the most Customer focused Air Navigation Service Providers (ANSP) in the industry. Our people work hard to deliver high Historically, the IAA has asked an quality ATM services in Irish controlled independent body to conduct a survey to airspace and at the three Irish State measure our Customers’ satisfaction levels airports and our Customer Care with our performance, and to compile their programme is a key component of feedback into a series of reports. Using this effort. data from this independently facilitated survey, the IAA produces a report that We meet with many of our Customers at contains our Customers’ responses and their home bases, to listen to what they information on the key operational initiatives have to say about the Air Traffic and performance outcomes for the year. Management (ATM) services we deliver and For 2017, we asked Schuman Associates, to provide updates on our latest initiatives a Brussels based independent consultancy, to make them better. We talk with our to conduct the survey. Customer’s people from a range of disciplines including Operations, Dispatch Copies of this report are provided to our and Finance and this helps us secure high Airline Customers and it is published on the quality feedback on the what we can do to IAA’s website ( www.IAA.ie ). better meet their Airline’s needs. We feed this information back to our Operations Team who then work to resolve any issues as quickly as is possible. 6 2017 · IAA CUSTOMER CARE REPORT Participating Customers Aer Lingus Air Canada Air Canada Rouge Air France Air Transat Alitalia American ASL Airlines Ireland Atlas Air Austrian British Airways CityJet Delta EasyJet Emirates Etihad FedEx IATA Jet2.com KLM Lufthansa Norwegian Omni Air International Qatar Airways Ryanair SAS Stobart Swiss Thos. Cook TUI Airways Turkish Airlines United UPS Virgin IAA CUSTOMER CARE REPORT · 2017 7 Executive Summary This Customer Care report sets out the operational highlights and the IAA ANSP’s performance outcomes for 2017. It also provides details of feedback on what our Customers think of the IAA in the areas of: Safety Value for Money Service Delivery Innovation Customer Service From the Operations perspective, in 2017, growth of traffic in recent years. The En-route traffic in the airspace managed by ensuing congestion has seen start up the IAA increased by just under 1% to delays, particularly during peak periods. 344,000 flights. Our North Atlantic Communications Centre saw a traffic Our Team at Dublin continues to work with increase of 5% to over ½ Million flights the operational Stakeholders at the airport during the year. At the 3 State airports, to deliver more capacity from the current traffic grew by 3.3% with Dublin, the fastest runway and taxiway infrastructure to meet growing major airport in Europe recording the increasing demand from the airlines. almost 216,000 flights (+4%). At the same time, we are working with those same Stakeholders to mitigate the In 2017, there were no ATM delays in Irish challenges caused by increasing congestion airspace and no IAA attributable ATM delays at peak times. These efforts have paid were recorded at any of the 3 State some dividends with average taxi times airports. This does not mean however that across all piers down by as much as there were no delays. Bad weather and a 7 minutes per flight1 at peak times (06:00 – shortage of aerodrome capacity were 08:00 local time). responsible for 11,800 minutes of delay across 697 flights. There were other The outcomes of the 2017 independent disruptions, particularly at Dublin, where the survey are largely positive with an average capacity of the airport’s ground overall satisfaction rating of 90%. This is infrastructure has not kept pace with the reflective of the safe and efficient service 8 2017 · IAA CUSTOMER CARE REPORT provided by our people, Ireland’s communications and performance consistently low user charges and the improvements would not be realised. excellent delay performance of Irish airspace and airports. It also indicative of Thank you to all of our participating the good working relationship between the Customers. IAA and our Airline Customers. We must acknowledge the contribution of our participating Customer Airlines in our Customer Care process.