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 LBABA ARRNN

DUUBB AAMSMS YYULUL LOONN FRARA ORRDD PPITIT PAARR VIIEE YYZ ZRRHH MEEMM FCOCO ISTST TTULUL SDDFF JFKFK ATLTL DDFWFW DDOHOH DXXBB Our Airlines Customers recognise the IAA as one AUHUH 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. Without their ongoing commitment to meet with us and complete the Schuman Associates independent survey, the programme could not work and the significant benefits to all from enhanced

IAA CUSTOMER CARE REPORT · 2017 9 2017 Highlights In 2017, we again saw strong growth across our Air Traffic Control Operations. At our facilities in Dublin, Cork, Shannon and Ballygirreen, our Air Traffic Controllers and Radio Officers handled record numbers of flights. En-route traffic overflying Ireland grew by close to 1% and flights at Dublin airport increased by 4%

we remain committed to continuously Our North Atlantic HF Communications improving the safety of our operations in Team handled 5% more aircraft than in Irish airspace and airports 2016. The rate of growth has started to As part of an extensive safety management ease but with total traffic for 2017 being system, the IAA pays particular attention to significantly stronger than was forecast, 5 Key Safety Performance Indicators (KSPIs): our resources were at times, stretched. Runway Incursions Safety Separation Minimum Infringements Level Busts Safety is the Number 1 priority for all at the IAA. It is the first consideration in Deviation from ATC Clearance everything we do. We are committed to Unauthorised penetration of airspace complying with all National and European safety regulations and with ICAO’s Standards and Recommended Practices. In 2017, the rate per 1,000 movements for Where it is practicable, we strive to go all occurrences recorded in the 5 KSPIs beyond compliance and work to implement reduced by 1.5% over 2016 to 0.858. This international best practice throughout our is an excellent performance when current organisation. record traffic levels are taken into account. Ireland is ranked 2nd in Europe for safety by ICAO and the IAA has already achieved the 2019 2016 Rate / 1,000 2017 Rate / 1,000 RP2 safety maturity target KSPI Movements Movements of Level 4. The IAA is also placed 1st among CANSO Runway Incursion 0.055 0.055 members for safety Separation Minima Infringement 0.036 0.029 maturity. Retaining these Level Bust 0.165 0.157 high levels will be a challenge, particularly as Deviation from ATC Clearance 0.504 0.462 the regulatory landscape Unauth. Penetration of airspace 0.061 0.103 continues to change, but 5 KSPI Total 0.871 0.858 we can assure you that

10 2017 · IAA CUSTOMER CARE REPORT IAA will return €15 Million to Customers in 2018 as a result of risk sharing applied to 2016 traffic volumes

The IAA’s Stakeholder Safety Forum Financial Cost provides a framework for discussions between our Safety Management Unit and Effectiveness our Airline Customers. Ireland’s ATM user charges have met the cost efficiency targets set under the During 2017, our Safety Management Unit European Commission’s RP2 Performance continued to promote the Stakeholder Scheme and continue to be some of the Safety Forum throughout our Customer lowest in Europe. The IAA recognises the base. Membership of this forum includes importance of low ATM costs to our Airline the IAA, an growing number of airlines, the Customers and is committed to providing Irish Air Corps, Irish airports and ANSPs at safe, efficient and cost effective air the regional airports. This broad cross navigation services that offer value for section of the Irish aviation sector facilitates money and meet their operational needs. the confidential sharing of de-identified safety data, which in turn allows for better Ireland continues to maintain one of the data quality and analysis of safety lowest en-route user charges in the significant events. The Stakeholder Safety EUROCONTROL collection area with its 2018 Forum has helped to identify problem areas unit rate at €27.69 (nominal) being the 5th and develop shared risk mitigations and this lowest (3rd lowest in EU). has led to an improved overall safety performance in Irish airspace. Each The 2018 Irish Terminal Air Navigation member airline receives a biannual report Service (TANS) user charge, which applies at on their safety performance in Irish Dublin, Cork and Shannon airports reduced controlled airspace. to €151.75 (nominal). The 2018 TANS charge is in line with the target approved For 2018, we can assure you that the IAA under the EC’s RP2 Performance Plan. will strive to continue improving the overall It remains in the lowest quartile of the safety performance of Irish Airspace and EUROCONTROL collection area on a like for the airports at which we provide ATM like basis and compares very favourably services. against operations of a similar scale and complexity across Europe.

IAA CUSTOMER CARE REPORT · 2017 11 In 2018, the IAA will return over €15 Million No ATM delays in Irish airspace to our customers through reduced Terminal In October 2017, we introduced Low Level and En-Route user charges under the terms Free Route Airspace, thereby extending the of the RP2 performance plan risk-sharing benefits of Customer preferred routings scheme. This is largely as a result of 2016 down to FL75. actual traffic volumes across the Terminal and En-Route environments being Introduced changes to allow westbound significantly ahead of the STATFOR forecasts aircraft achieve more efficient levels and used to prepare the RP2 performance plan. routes by facilitating RLONG separation standards before entering oceanic airspace The North Atlantic Communications (NAC) charge remains unchanged at €45 for the Appended aircraft call sign to CPDLC 6th year in succession. This fee is charged messages for the provision of HF radio communications Implemented standardised arrival in the SHANWICK region of the eastern procedures for Dublin arrivals from North Atlantic oceanic airspace to improve efficiency of descent. Service Delivery The IAA provides Terminal Air Navigation Services at Dublin, Cork and Shannon In 2017, traffic once again grew across the airports where traffic has grew by close to IAA’s En-Route and Terminal operations, 3.3% in 2017. It is expected that 2018 will despite geopolitical uncertainty and be the busiest year on record at Dublin currency volatility. En-Route traffic Airport although the rate of expansion is managed by our Controllers at Shannon likely to slow as available capacity at the increased by just under 1% to 344,000 airport is taken up. In this environment flights. Traffic handled by our North which has seen no increase in the capacity Atlantic Communications Centre in of the airports’ runway and taxiway Ballygirreen grew by 5% and saw our Team infrastructure, the IAA has striven to deliver provide HF Communications services to over an efficient, high quality and value for ½ Million aircraft. Traffic at the three State money service to our Airline Customers. airports where IAA provides terminal ATM This has been demonstrated by: services increased by 3.3%. No IAA attributable ATM delays at Dublin, The IAA provides En-Route Air Traffic Cork or Shannon airports Management (ATM) services in Irish Over 60% of all arrivals to Dublin are airspace, NOTA and SOTA. In 2017, the cleared direct from the FIR boundary to busiest year on record, traffic grew by the merge points almost 1% and 2018 looks like being even Taxi times (between entering the busier. This growth is largely driven by maneuvering area and crossing the schedule expansion by our Customer holding point for a runway) at Dublin have Airlines although we have accommodated reduced by up to 7 minutes in the 06:00 – additional unexpected traffic as a result of 08:00 morning peak, despite a 4% disruption elsewhere in the European increase in traffic. network. The IAA is a Customer focused Air Navigation Service Provider (ANSP), working Our Operations people continue to work hard to deliver excellence in the provision of with our Airline Customers and other En-Route ATM services and operational industry stakeholders to develop innovative efficiency in Irish airspace. Some examples ways of safely and efficiently handling this of this include: increase in traffic, particularly at the

12 2017 · IAA CUSTOMER CARE REPORT airports where no additional capacity has Customer Relationship been added to the runway and taxiway infrastructure. Management (CRM) The IAA’s Customer Care Programme plays Innovation an integral role in the development and maintenance of the working relationship The IAA remains committed to the between our Airline Customers and the implementation of new, pragmatic and ANSP. Our Customer Care team serves as innovative procedures and technology to the day to day point of contact between the ensure compliance with our regulatory airlines and the IAA. obligations and deliver enhanced levels of safety and efficiency to meet the ATM needs Face to face meetings with our Customers of our Customers. This includes working gives the IAA an opportunity to listen to the with industry stakeholders at Dublin Airport challenges facing their businesses, to to deliver additional runway capacity to understand their business priorities and to meet Customer demand although the point learn what we can do to improve the service of diminishing returns has been reached. that our ATM operation provides to them. Some examples of this for 2017 include: This, added to their participation in this CRM Scorecard survey, provides the IAA with The tailwind component for Runway 28 high quality feedback which supports the was increased to 10 knots, resulting in creation of our work programmes for the 72% of traffic using RWY28 during 2017 coming years, always with a view to (82% in 2nd half of the year). Runway 28 delivering a safer, more efficient and cost is the optimum runway for the majority of effective services. Dublin traffic so this change has improved the efficiency of arrivals to that airport. During 2017, the IAA’s CRM team had face Departure – Arrival separation reduced by to face meetings with 33 Airline Customers 3 seconds. This is expected to deliver and one Industry Association. Each another runway movement per hour meeting provided opportunities for during 2018. discussion and feedback on key areas of Departure – Departure separation – trial importance to both Customer and Service commenced to reduce this from 1NM to Provider (e.g. Finance, Operations and IAA 0.7NM from the departure end of the Strategy). runway. Schuman Associates conducted an The High Intensity Runway Operations independent customer satisfaction survey project continues to reduce average using the EU’s EU Survey platform. arrival runway occupancy times. Customers were asked to record their Ongoing participation in Dublin Airport A- opinions on the quality of the ATM services CDM project. Local implementation on a that the IAA provides across 5 key phased basis is planned to start in mid- performance areas. The survey facilitated April 2018. Following six months of the recording of Customers’ comments, operational trials, if its performance is in concerns and suggestions and asked them line with EUROCONTROL requirements, to score the IAA out of 100 for overall Dublin A-CDM will be connected to the Customer Satisfaction. The results of this EUROCONTROL A-CDM system. survey are published in this report.

IAA CUSTOMER CARE REPORT · 2017 13 RP2 Performance Update

The European Commission’s Single European Sky performance scheme was developed to improve the financial and operational efficiency of European airspace.

This scheme requires all EU Member States The EC has confirmed that Ireland and the to put in place targets which make a IAA has met our targets for 2015 and 2016. contribution to Union-wide goals to enhance Although not yet verified by the safety, reduce average user charges, cut Commission, our performance for 2017 was delays and lessen the impact of Air Traffic on target and we are on course to do the Management on the environment. same in 2018.

For the period 2015 – 2019 inclusive, known as Reference Period 2 (RP2), Ireland and the UK submitted a joint Performance Plan as required under EU Legislation which contained targets in these areas and which was one of the first accepted by the European Commission.

En-route ATFM delay (Ireland) 1.00 60 0.90 ) . n i 0.80 50 m (

t 0.70 h

g 40 i l s f 0.60

d r n e a s p 0.50 30 u o M h F 0.40 T T A

e 0.30 t u o

r 0.20

- 10 n

E 0.10 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

Average en-route ATFM delay per flight Flights En-route ATFM delay

©EUROCONTROL/PRU

14 2017 · IAA CUSTOMER CARE REPORT Fully Compliant with EC RP2 Performance Scheme Targets

KPI Status Detail

Effectiveness of safety management (EoSM) - 2019 target fully achieved by 2015 and maintained in 2016. Fully Safety Application of Risk Assessment Tool (RAT) for incident Compliant severity classification - 100% application in 2016. Just Culture - Fully Compliant

2016 En-route user charge €29.67 (nominal) Cost Fully - Fully compliant with RP2 Performance Plan Efficiency Compliant 2016 Terminal user charge €180.18 (nominal) - Fully compliant with RP2 Performance Plan

Fully 2016 actual ATFM delay was 0 minutes per flight, Delay Compliant substantially below the target of 0.13 minutes

Combined target with UK of 3.27% inefficiency for Fully en-route horizontal flight efficiency. Actual for Ireland Environmental Compliant is 0% as Free Route Airspace is as efficient as it is possible to get

IAA CUSTOMER CARE REPORT · 2017 15 Schuman Associates Independent Customer Survey

In 2017, the IAA commissioned the Brussels based consultancy, Schuman Associates, to conduct a Customer satisfaction 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 their opinions of the services we provide.

This year, Schuman used the European The results of the 2017 independent survey Commission’s EU SURVEY web based tool show that the overall level of Customer to reach out to our Customers and ask satisfaction with the IAA is 90%. This them to complete an online survey. performance reflects the IAA’s consistently high levels of safety, low user charges, lack This asked our Customers give their of delay, highly efficient airspace and a high opinions of the IAA’s ATM operations across level of Customer engagement. The IAA’s some key performance areas and to say if ongoing support to the commercial aviation they thought there had been improvements industry is also recognised. over the year. The survey also encouraged them to submit comments, concerns, questions and suggestions in a “free format” section. Schuman Associates downloaded the data, collated it and compiled a number of reports for the IAA.

16 2017 · IAA CUSTOMER CARE REPORT IAA CUSTOMER CARE REPORT · 2017 17 Eamonn Brennan Thank you and Farewell

Eamonn Brennan was elected by the 41 Member States of EUROCONTROL to become its Director General from 1st January 2018, placing him at the heart of Europe’s ATM industry.

Eamonn joined the IAA in 1995 as Director Eamonn skilfully guided the IAA through of Commercial and Training following a difficult times such as the collapse in traffic number of years working abroad. He was in 2008 as a result of the global economic tasked to develop the commercial aspects crisis and the closure of airspace due to the of the company and his success in this area volcanic ash cloud in 2010. More recently, led to his secondment to the Airline Group he steered the IAA, safely and efficiently, as Project Director of their successful £820 through a period of very strong growth in Million bid to become a strategic partner air traffic to the record levels we see today. and equity owner in NATS, the UK’s ANSP. Following the success of that venture, in We would like to take this opportunity to say 2002, Eamonn became the IAA’s Director thank you to Eamonn for his skill and of Change Management and in 2003, he tenacity in ensuring the success of the IAA was appointed to the position of Chief and in leaving it in the healthy state it is in Executive. today. He will be missed by his friends and colleagues in the IAA and also by his many Since becoming Chief Executive, Eamonn good friends across the airline industry. has overseen a significant expansion (+ Eamonn’s aviation career is far from over. 38%) of the IAA’s air traffic management Over the past 22 years, he has in various services and the expansion of the Safety roles, represented the IAA and Ireland Regulatory Division to provide safety throughout the world but as Director oversight to the Irish civil aviation fleet, up General of EUROCONTROL, he will now 90% in the period. Today, the IAA is a be leading on behalf of Europe. highly respected organisation in both the ATM and Safety Regulatory areas, The IAA’s loss is Europe’s gain. consistently ranked by ICAO and EASA as among the best in the world for safety Thank you Eamonn and farewell. oversight and meeting customer expectations in the delivery of safe, cost effective ATM services.

18 2017 · IAA CUSTOMER CARE REPORT IAA CUSTOMER CARE REPORT · 2017 19 Customer Feedback

We would once again like to say thank you to all our Airline Customers who took the time from their busy schedules to meet with our Customer Care Representatives during 2017 and to complete the online independent survey for Schuman Associates.

We welcome their comments and suggestions and can assure them that we “Provide a safe ATM service and provides will take them on board as we work to valuable information through events like continuously improve the safety, financial the Ground Operations Working Group” – and operational performance of our ATM Norwegian operations. The Customer’s key messages “All, good communication” – Delta for 2017, telling us what we do well and where we can improve, are shared below: “Good level of cooperation and resolving issues in a timely & efficient manner” – British Airways SAFETY “Excellent communication” – Atlas Air Safety is the NUMBER 1 priority for “Communications! And maintaining a steady safety record” – United Airlines everyone in the aviation industry. Our Customers recognise the high “I commend you for a very pro-active approach and maintain an open relationship levels of safety throughout the with the airlines that operate through and IAA’s operation but they reminded to your airspace – Air Transat us that they expect all of our “We have had no reported concerns with people to remain fully engaged in IAA related to safety. I believe statistically ongoing safety improvement and your performance is outstanding” – UPS that safety should always be the “We continue to receive an air traffic highest priority for the IAA service that is reliably safe. Thank you” – Virgin Atlantic “Consultation meeting between QR and “The fact that we are not hearing of any IAA are held once a year. Discussions are issues indicates that the system is doing also targeting safety aspects (no Safety well. The fact that I am not hearing related issues reported in 2016 and 2017). reports from the IAA is also an indication Direct contacts established and that we are doing well. Safety is always a maintained” – Qatar Airways challenge and with the number of new “Proactive Safety Management process entrants and the increase in traffic volume, including engagement with stakeholders” now is a time to explore avenues to improve American Airlines - Emirates safety processes” –

20 2017 · IAA CUSTOMER CARE REPORT Customer Feedback

“The IAA controllers are always most Value for Money accommodating in looking after [our] flights for us an de- conflicting them from Our Customers said that they the other flights in the airspace but at the appreciated our low user charges same time allowing us to operate in a safe and controlled environment” – Jet2.com but they also made it clear to us that we must maintain our focus “Assists airline with any investigations in any capacity they can” – Stobart Air on cost control into the future. Some Customers argue that we “Advanced and proactive safety systems and policies” – CityJet should try harder and that charges should be even lower. “As an airline, we have not had any safety related incidents with IAA suggesting you “Relatively low ATM charges for a very perform your core responsibilities very efficient service” – Norwegian well” – EasyJet “Among the lowest costs in Europe, great “Provides safe and efficient airspace service. As an operator we are always management both for traffic to/from looking for reduced costs, the service and Europe and to/from the NAT system” – innovation has been very good” – Delta ASL Ireland “Cost per flight is lowest in IAA controlled “Ryanair commends the professional and airspace” – UPS proactive approach taken by the IAA to ATM Safety which is demonstrated by its “Maintaining lowest user charges in ICAO ranking and by its Single European Europe. Reductions expected in en-route Sky Effectiveness of Safety Management and terminal charges for 2018, and (EoSM) score. Well done to all at the IAA unchanged N Atlantic comms charges. for being ranked 1st in Europe by EASA Keep giving lower rates and good service” and 2nd Globally by ICAO for Safety” – – United Airlines Ryanair “There is a trend towards improving value “Aer Lingus acknowledge the excellent for money. Continue to focus on costs safety performance and on-going and price reduction / efficiency. Airlines measures to maintain it” – Aer Lingus will wish to see continuing evidence that the IAA are focused on cost efficiency” – Virgin Atlantic “The En route unit rate is effectively one of the lowest in Eurocontrol: the unit rate is 29.54 € in 2017, compared to 53.90 € for the European average. But the main reasons of this low unit rate are the very low complexity of the Irish airspace,… the very particular traffic situation with more than 75% traffic overflights and the very huge level of average weight factor. The gate to gate ATCO hour productivity is

IAA CUSTOMER CARE REPORT · 2017 21 Customer Feedback

increasing year after year, and the unit the distance flown in the Irish Airspace is cost is stable on RP2. IAA must continue very small.” – Swiss to decrease its costs by improving the ATCO productivity too”. – Air France “Relatively low en-route charges benefit all operators. ASL is not particularly “The fact that the IAA as reduced its rate affected as most operations are on behalf for 2018 in line with many other ANSPs of other customers. Charges should due to the volume increase, is a good reflect to the requirements to provide a thing. In general the systems and safe and efficient ATM system, to invest in processes deployed by the IAA are necessary improvements to maintain the extremely efficient and thus provide great highest standards and to provide a return value to the airline community” – for investors.” - ASL Ireland American Airlines “With regard to en route charges, Ryanair IAA has a low unit rate - however this is recognises the IAA as one of the most cost actually not IAA's achievement, but simply efficient monopoly air navigation service a function of relatively low airspace providers in Europe. Ireland's en route unit complexity in combination with rate is 50% below the European average comparatively Long average distances and and the 6th lowest in the Eurocontrol an average weight factor significantly area. With regard to terminal navigational higher than that of almost all other charges, we welcome the 4.7% unit rate European States”. – Lufthansa reduction in 2017 which follows an “Low charges without safety or service unacceptable hike in 2015 due to compromise” – Stobart Air regulatory changes. We also welcome note the IAA's proposal to reduce unit “Safe and efficient operation for a fair rates further in 2018 and note this is price. Keep doing what you are doing” – mainly due to additional traffic Ryanair is EasyJet delivering to Ireland. “We expect the IAA “Great effort to control costs. I am not to continuing controlling its costs through sure there is much more than can be innovative solutions to continue providing done. Like all carriers we would like to see a safe and efficient service. In 2018, costs decrease or at the very least not target setting will take place for the the rise” – Air Transat third reference period (RP3) of the Single European Sky Performance Scheme and it “We do appreciate the unit rate proposal is important the IAA has challenging for 2018 and the Kick back of 15 Mio EUR. targets in the area of cost efficiency”. – But what is driving the reduction are Ryanair mainly the inflation adjustments and the traffic over recoveries. “Irelands Airspace “Transiting OTS traffic to the domestic complexity is relatively low - compared to environment and vice versa, also Central European Airspaces. The average managing different direction traffic flows weight factor in the Irisch Airspace is very efficiently” – Air Canada high do to the overflying North Atlantic “Good benchmark against other European traffic. Most of the flights are wide-body Countries” – CityJet AC. European traffic operationg to and from Ireland do only have a very small “We would always like a reducing Unit impact on the amount of Service Units as Rate” – Qatar Airways

22 2017 · IAA CUSTOMER CARE REPORT Customer Feedback

“Continue to apply ICAO principles like “Good level of service; nice balance cost-relatednes and transparency. When between capacity and efficiency in a safe, decide new technologies take into account structured environment; understand additional cost to airlines” – Turkish customer requirements and continuously Airlines looking at positive enhancements. Challenge convention and lead push for “Look for ways to reduce administrative true standardization; Continue overhead” – American Airlines enhancements including collaboration “We acknowledge the IAA en-route pricing with neighbours to deliver holistic service scheme is very competitive” – Aer Lingus benefits through combination of C,N,S and ATM”. – Emirates “Professional ATM services” – Qatar Airways Service Delivery “The airspace management is excellent Our Customers said that they with very few incidences of flow Norwegian were very satisfied with the restrictions into DUB” – efficient service that we provide in “We have no complaints” – Delta Irish En-Route airspace and they “Has always been at a consistently high like that there is no delay. Terminal standard. Hard to improve on excellent United Airlines Customers were largely happy too performance” – but a number complained about “Transiting OTS traffic to the domestic environment and vice versa - transiting the ground delays at Dublin flights into Irish Airports efficiently. Also managing different direction traffic flows “We are very pleased with the service efficiently” – Air Canada Rouge received from IAA” – Etihad “The service we receive (in the en-route “Good quality ATM service without any environment) continues to be of a high problem” – Turkish Airlines standard. Ensure there is no degradation of service” – Virgin Atlantic “Continue to provide a high quality service to aircraft operators with safety at its “From an en route perspective the IAA core” – Jet2.com does a great job, close to industry leading in terms of new process adoption, flexible “Focus on customer requirements where it airspace usage and delay avoidance comes to towing of aircraft at DUB. procedures and systems. Cannot say the Towing operations tends to be pushed same for Dublin operations. Still feel that down the list when prioritizing apron there is a need to improve miles flown on movements however, we find delays in our arrivals and runway arrival predictability towing operations due to late clearance to to get continuous descent improvements. position to out contact stands impacts …On the ground at Dublin, have to find our departure time. Treat towing with processes that reduce the bottlenecks but same priority as taxiing aircraft” - there does appear to be some improvement Norwegian year over year” – American Airlines

IAA CUSTOMER CARE REPORT · 2017 23 Customer Feedback

“IAA ATC service delivery has been very “Movements & capacity have again grown good for our flight operations for many at DUB through 2017 and the delay profile years and the application of FRA within continued to increase with extended taxi the Irish FIT/UIR has helped flight times a feature, especially in the morning efficiency tremendously” – Jet2.com peak hours. [Differences between] “Engages actively with all stakeholders Published and Actual taxi times continue associated to the ATM network. Tries to to be problematic for RWY10 at DUB. The address operational issues in a IAA needs to review processes & coordinated manner. Willing to listen to procedures to assist operators in driving and investigate/address feedback” – punctuality and efficiency on the ground” Stobart Air – Aer Lingus “Excellent relationship with us” – EasyJet “General good traffic flow management, both in the air and on the ground. Still Innovation some inconsistency in regard to flows and in ATC communications. Improvements in A majority of our Customers efficient descent profiles and sequencing support ongoing innovation by the ASL Ireland needed.”– IAA in the development of ATM “You were great 12 months ago so harder services. We take this on board Air Transat to get greater!” – and will continue to evolve our “Service delivery in the terminal area has procedures to drive safety and suffered due to its inconsistent application of low visibility procedures and aerodrome efficiency across our operation capacity restrictions. and add technology where it can Ryanair welcomes the collaborative deliver value to all Stakeholders. approach taken by the IAA and the positive interaction between our IAA always been willing to challenge operational teams. The IAA's en-route convention and one reason they are Emirates level of service delivery is excellent with no regarded so highly” - air traffic flow and capacity management “Forward planning. The remote tower delays in Irish airspace since 2010 despite concept. Point to point airspace structure significant traffic growth mostly delivered are good. Structure of STARS into Dublin by Ryanair, well done and keep it up!” – could be improved” - Norwegian Ryanair “The IAA has always been on the “Dublin presents challenges due to forefront. From NTFSR, to FRA the IAA has capacity until the new parallel runway is been a leader; looking forward to parallel established. Continue to maintain the runway at Dublin and resultant procedures” excellent communications and work by - Delta controllers with the stakeholders to “Working on ways to support space based mitigate the delays at Dublin” – United reporting; ADS-B and satellite Airlines communications to make a radar like environment. Ultimately want to see free

24 2017 · IAA CUSTOMER CARE REPORT Customer Feedback

flight in the Atlantic”- UPS “We recognise the IAA as having a willingness to adopt new technology or new “Again, hard to improve on excellent!” – United Airlines ways of working, while never compromising safety. Examples of this are Ireland’s early “We believe that the IAA does continue to implementation of Free Route Airspace look for innovative ways of doing business, (FRA), Point Merge, Cross-border Dynamic but with no obvious breakthroughs in Sectorisation, Remote Towers, and the 2017” – Virgin Atlantic foresight to invest in satellite based air “En route, the IAA provides an excellent traffic surveillance systems; Ryanair product. Free route airspace is as good as encourage further work in the area of it gets. Improvement can be in the Cross-border dyanamic sectorisation, interfaces; Create a web site or other type remote towers and GBAS technology” - Ryanair of delivery vehicle to improve real time planning. Ensure that PIREPS reported are “Implementation of Remote Tower will be disseminated. It’s important to interesting for AOs. New Runway for communicate especially as we transition Dublin” – Qatar Airways from voice to CPDLC where pilots no longer “Could be more customer focused - NATS know what is going on from just listening seem to take lead on these issues, maybe out on frequency. Develop the southern more integrated on SE Corner workshops flank with Brittany to see if there are further and tel calls” – TUI Airways improvements or extension to the BOTA possibly using AERION as a range extender “Introduce new surveillance tools space if CPDLC on VHF can be maintained” - based ADS-B to replace ground based American Airlines radars as primary surveillance tool” – Jet2.com “IAA does application of FRA in the Irish UIR/FIR well” – Jet2.com Free flight implementation in low level airspace was a step in the right direction. “Keep innovating; “Coordinate with Continued work on processes & procedures neighbouring ANSPs regarding efficient use especially on the apron south of Pier 4 at of the overall airspace” - EasyJet DUB which remains an issue particularly “We know that you are continually impacting Aer Lingus……. An ATC priority working toward modernization of your around towing movement should be system” – Air Transat focused as this directly impacts the “Efficient use of the limited runway system successful operation of the airport at DUB” Aer Lingus at Dublin, particularly when runway 28 is in – use. Excellent controlling of NAT airspace to 15W, and between 15W and UK boundary for aircraft not using Irish airports; Room for improvement? - Installation of GBAS system at Dublin Airport to facilitate a wide range of GNSS/GPS - RNP approaches, as well as development of SIDs & STARs that are the most environmentally efficient” – ASL Ireland

IAA CUSTOMER CARE REPORT · 2017 25 Customer Feedback

Customer Service “Active engagement with customers. Lends expertise in the form of guidance Many of our Customers told us and support on queries from operators” – that they see the IAA’s Customer Stobart Air Service programme as one of the “Excellent relationship. Approachable and best in the industry and they reliable” - EasyJet recognise the our efforts to build “I get a handwritten note from the Irish and maintain an excellent working Aviation Authority; that speaks volumes to relationship with their businesses me. Someone cared enough and valued on all levels. our relationship enough to hand write a note to me. Wow! Thank you” – Air Transat

“Direct cooperation with Airspace “Good communications with operators” – Operators is a key element of ASL Ireland . cooperation” – Qatar Airways “The IAA customer service is excellent. DU “Regular engagement with customers, is always contactable, helpful and open, honest dialogue and direct responsive” - Ryanair . feedback; Broaden the scope” - Emirates IAA does “just about everything “well – “Engaging with customers and keeping Delta them informed of developments in the “The IAA are always a pleasure to deal industry; More visits to Customers / more with” – Air Canada Rouge face to face time” - Norwegian “We are being very well looked after” - “Impressed with representative and Etihad commitment to visit and understand customers, well done. Continue to focus on technology and Customer feedback” - UPS “Good communications! DU and his team have continued to maintain excellent communications and relationships with airline customers. DU has set the bar very high for other ANSPs to meet. Few do” – United Airlines “The IAA are always available for liaison matters and are very approachable. This has continued in 2017” – Virgin Atlantic “The yearly visit to the operators are greatly appreciated and something other ANSP’s should learn from. We find these visits very useful” - SAS

26 2017 · IAA CUSTOMER CARE REPORT Customer Feedback

“Great customer support. More frequent communications via email, blog or any new form of communication. More information on how the FAB is doing. Face to face meetings could slip to alternate years if there was some other communications method” – American Airlines . “Looks after us very well when it comes to air test/service ability flights within Irish airspace. A yearly service delivery meeting would be a usefully addition were the IAA can invite its customers to its facilities in Shannon/Dublin to provide service delivery and airspace development proposal updates, similar to the NATs OPA meetings to encourage customer engagement” – Jet2.com “Best customer service in the industry” – Atlas Air “Answers given user questions during the last enlarged committee meeting of Eurocontrol were poor and seemed to indicate an unwillingness to really engage with users” - Lufthansa “On the day tactical teams are professional and work well with our Crews and our Operations staff. We ask that the IAA work closer with airlines on airspace improvement and efficiencies through further communication and consultation to ensure mutual benefits are delivered. We would like to see quicker delivery of airspace improvements; Reporting and publishing analysis and report on airspace and terminal area activities; Enhanced engagement with operators” – Aer Lingus

IAA CUSTOMER CARE REPORT · 2017 27 Customer Scores by Category

Safety 3.0% 66.0%.0% Excellent 45.5% 224.3%4.3% Greatly Improved Very Good Improved Good Unchanged Adequate RRankank Chhangeange Disimproved Poor Greatly Disimproved 48.5% 72.7%

Value for Money 3.0% 66.1%.1% 99.1%.1% Excellent 18.2% 99.1%.1% Greatly Improved Very Good Improved Good Unchanged Adequate RRankank Chhangeange Disimproved Poor Greatly Disimproved 330.3%0.3% 57.6%57.6% 33.3% 42.4%

Service Delivery 3.0% 12.1% 99.1%.1% Excellent 330.3%0.3% Greatly Improved Very Good Improved Good Unchanged Adequate RRankank Changehange Disimproved Poor Greatly Disimproved 57.6% 87.9%

28 2017 · IAA CUSTOMER CARE REPORT Customer Scores by Category

Innovation 3.0% 3.0%

Excellent 21.2% Greatly Improved Very Good 330.3%0.3% 224.3%4.3% Improved Good Unchanged Adequate RRankank Chhangeange Disimproved Poor 72.7% Greatly Disimproved 45.5%

Customer Service 3.0% 12.1% Excellent 45.5% 221.2%1.2% Greatly Improved Very Good Improved Good Unchanged Adequate RankRank Chhangeange Disimproved Poor Greatly Disimproved 42.42.4%4% 75.8%75.8%

Overall Customer Satisfaction

990.10.1 %

IAA CUSTOMER CARE REPORT · 2017 29 Customer Scores by Category

Our Airline Customers responded to the Schuman Associates independent online survey and provided feedback on their opinions of the IAA and the ATM services we provide. The tables set out below, show how they rate the IAA across a range of key performance areas and how they rank us for overall customer satisfaction. We are extremely grateful to all of our Airline Customers who took time from their busy schedules to complete the survey for Schuman Associates. Thank you all on behalf of everyone at the IAA.