Aciworld Report
Total Page：16
File Type：pdf, Size：1020Kb
WORLD ACI REPORT News and events from the voice of the world’s airports Athens International Airport: Connecting the world one passenger at a time p8 AUGUST 2018 www.aci.aero Contents 14 SAFETY 20 New edition of the ICAO Safety Management Manual – a useful tool for all airport operators AIRPORTS COUNCIL INTERNATIONAL 22 Protecting passengers by 4 ACI’s regional offices providing safe design 6 MESSAGE FROM THE GLOBAL TRAINING DIRECTOR GENERAL 24 GSN Diploma Programme brings value to your career FEATURE AIRPORT 8 Connecting with the world:The new INDUSTRY NEWS experience of Athens International 30 Accelerating change – Women in Airport aviation across the globe AIRPORT SERVICE QUALITY ECONOMICS 14 ASQ interview feature: 32 Privatization can provide a viable Toronto Pearson solution to the global airport International Airport infrastructure gap 38 ENVIRONMENT 38 New tools to support the member airports’ effort to minimize environmental footprint 40 GLOBAL TRAINING PHOTO GALLERY 32 42 ACI EVENTS CALENDAR 46 ACI EVENTS AND GLOBAL Editors TRAINING MAP Angelika Joachimowicz Key events and courses Manager, Digital Projects [email protected] 48 GLOBAL TRAINING CALENDAR Hicham Ayoun WORLD BUSINESS PARTNERS Manager, Communications 50 New World Business Partners [email protected] Airports Council International ACI’s Regional Offices ACI North America ACI Africa ACI Europe Washington, DC Casablanca Brussels USA ACI Latin America Morocco Belgium and Caribbean ACI Asia-Pacific Panama City Hong Kong Republic of Panama China 4 ACI_SummitAdvert_WorldReport.pdf 2 5/28/18 2:13 PM GLOBAL SUMMIT HALIFAX, NOVA SCOTIA, CANADA 10-13 SEPTEMBER 2018 C M Y CM MY CY CMY K DELIVERING THE BEST EXPERIENCE REGISTRATION NOW OPEN! https://customerex2018.aci.aero Message from the Director General Message from Angela Gittens Lessons learned from the Airports Service Quality Programme The modern airport is a business in its own right, no matter the governance model, which must compete for air service to generate the economic vitality its community demands. As such, customer service and experience is a core priority. As the aviation industry has worked to reduce barriers to travel, physical and financial, and as socio- economic shifts have fueled the global propensity to travel, aviation has experienced not only growth but diversity in its passenger base. In light of these factors. understanding and meeting the different needs and expectations of the modern, and has given us insights into what is most and least emerging, passenger base, is the key to producing important to the customer experience and how a positive airport customer experience. that is changing over time and in reaction to what airports around the world have instituted in their Airport management has clearly demonstrated its attempts to improve the customer experience. commitment to produce a high quality of customer Some 65% of the world`s passengers travel experience as we have seen through the uptake of through airports that subscribe to the ASQ survey the ACI Airport Service Quality (ASQ) programme, of departing passengers. training and workshop offerings and highlights in the PassengersPlus website. Because customer service has become such a high priority for our members, ACI has expanded In its essence, ASQ is a global benchmarking the ASQ programme offerings. Last year, ACI programme measuring passengers’ perceptions added an Arrivals Survey and an Employee Survey and satisfaction while they are travelling through for Customer Experience to the ASQ portfolio. This an airport. But, more than that, the programme year, we have reinforced the service offering to our assists airports assess their own performance in members by developing the ASQ barometer, which meeting their own passengers` expectations. Over was in direct response to members’ feedback the years the programme has been in existence, it 6 that they needed to be proactive in measuring to 2013 were for infrastructure and access, their efforts against sound and objective data. reflecting airport investment in the wake of strong We appreciate that objective measurement and growth in passenger volumes. As a guide to benchmarking are critical in driving performance in airports setting priorities for future investments, a business as competitive and dynamic industry as the dimensions that will have the greatest impact airport management. These quarterly reports will on overall satisfaction are infrastructure, retail, food go a long way in helping inform airports and, in turn, and beverage and security, in that order. encourage them to strive for continued customer excellence in tangible ways that resonate with Clearly, in the fast-changing world of airports, ASQ their customers. We will soon add a Commercial is a vital component in an airport’s understanding of Survey. With pressure on airports to diversify and how to deliver better passenger service. We have strengthen sources of non-aeronautical revenue, learned a lot and we have successfully added a the Commercial Survey helps airports make crucial host of new tools in order to better guide member decisions about the mix of services they provide. airports in their journey toward passenger service excellence and we will continue to do so. But what have we learned, over the past five years, as providers of this global programme? In what way To that end, we will launch the inaugural ACI has our service enabled us to better understand Customer Excellence Global Summit in Halifax, the evolutions of our industry but also of the needs Canada, from 10-13 September 2018, to hear from of the traveling public? the world’s best in customer excellence, from inside and outside of the airport industry. We will Based on our findings, there has been a regular also celebrate the airports that earned the highest increase in the overall ASQ airports’ performance scores from their customers in 2017 at the Gala which shows clearly that ACI Member airports ASQ Awards ceremony. are aware of the importance of the customer experience and are using their performance scores Angela Gittens to identify and mitigate weaknesses in their service proposition. Specifically, the overall satisfaction improved from 4.08 in 2013 to 4.19 in 2017, on a scale of 1 to 5. The ASQ programme defines six dimensions: Security; Retail, Food and Beverage; Infrastructure; Wayfinding; Check-In; and Access. Globally, the best performing categories in 2017 were: Check-in (4.26 out of 5.0) Passport/ID control (4.24), Security (4.21), and Wayfinding (4.20). The most improvement in scores in 2017 compared 7 Feature airport Connecting the world: The new experience of Athens International Airport 8 Since March 2001, Athens International Airport significantly their operations out of Athens, with (AIA) keeps offering high-level services, having new destinations and more flights. earned the trust of airlines, passengers, partners and stakeholders. Having welcomed more than The dynamic trend has continued in 2018, with 265 million passengers at its premises, and over 11.1% growth to over thirteen eight million 3 million flights in these 17 years of operations, passengers in the first seven months of the year. the airport keeps creating significant benefits for While domestic traffic grew by 3.7% slightly tourism, the national economy, and Athens as a (+1.2%), the sharp increase of international destination. 2017 was a historic best performance travelers continued at 15%. Additionally, todate, year for the airport, both in terms of traffic, as well foreign residents’ international arrivals grew as in terms of financial performance, while the by 22%. The figures for the summer season airport continues in 2018 its dynamic growth, for are very positive, with five new airlines (Cyprus a fifth consecutive year. Airways, Flynas, Primera Air, Wizz Air, Wataniya), a new based airline (Volotea), 58 new routes, 24 Athens, dream destination and airport new destinations and 370+ new weekly flights. Frequencies have also been increased on 34 Athens, dream destination and airport. More existing destinations, highlighted - on the long-haul analytically, in 2017, the airport handled record end - by Air China adding a third weekly flight on 21.7 million passengers with a growing network its Beijing route, and Scoot adding a fourth weekly of 137 destinations (103 international) operated by frequency to Singapore. Capacity increases also 60 airlines. Among the most significant additions feature the deployment of the A380-800 on the to Athens’ connectivity was the launch of direct 2nd daily flight of Emirates from Dubai to Athens long-haul connections to Beijing, New York and throughout the summer and Qatar’s A350 on the Singapore. At the same time, all airlines increased Doha-Athens route. 9 Feature airport together key players from the private and public sectors for the first time, to further develop and Key contributors to this positive outlook remain promote Athens as an ideal, contemporary city- AIA’s renowned developmental strategy, with one break destination, especially in spring, autumn of the most comprehensive and innovative airline and winter. incentive schemes internationally, and its strategic focus on the promotion of “destination Athens” ASQ Award Winner: Best Airport in Europe through strategic actions, initiatives and synergies. Also a result of constantly improving passenger Consistently aiming at the enhancement of the and visitor experience at the airport, AIA has connectivity of Athens, AIA undertakes and recently been awarded by the ACI