THE AIRPORT

OPERATOR THE OFFICIAL MAGAZINE OF THE AIRPORT OPERATORS ASSOCIATION

TAG FARNBOROUGH The UK’s booming business airport

Features AIRPORT SOCIAL MEDIA TOOLS Ambitious for growth A guide for airports

GLASGOW AIRPORT LIVERPOOL AIRPORT SUMMER 2018 Fight back begins New CEO aims high

3 ED ANDERSON Introduction to the Airport Operator THE AIRPORT uncertainty, capacity constraints and OPERATOR A very Air Passenger Duty. THE OFFICIAL MAGAZINE OF THE AIRPORT OPERATORS ASSOCIATION warm Faced with this challenge, UK AIRPORT OPERATORS ASSOCIATION airports need political support. We welcome need more certainty about what the Ed Anderson deal for aviation will be after Brexit. Chairman to the Even more than that we need the Karen Dee summer Government to focus on what it can Chief Executive do domestically to support airports Peter O’Broin edition in their growth plans. That would Senior Policy Manager ensure that we don’t slip behind of the at just the time when connectivity Henk van Klaveren Senior Public Affairs & PR Manager Airport Operator, will be more important than ever to facilitate the trade and investment on Roger Koukkoullis which our economy depends. Operations, Safety published to coincide with & Commercial Director our annual reception at When Karen Dee and her colleagues Claire Humphries in the AOA team talk to Ministers Events & Member the House of Commons. and officials, particularly about These are exciting and challenging Relations Manager Brexit, they find an impressive level times for UK airports. We have seen Patricia Page of understanding about the issues the National Policy Statement on Executive Assistant that need to be resolved and the Heathrow laid in Parliament, further & Office Manager outcomes that would make a positive progress on the Aviation Strategy Richard Atkin difference and we appreciate that. We and a new Government statement Accounts Executive recognise also that they face multiple on making best use of existing challenges and conflicting pressures. Jeff Bevan capacity. All these things show that Nevertheless, if the UK aviation Policy & Public Affairs Officer the Government is going in the sector is to continue to be one of the right direction. The AOA’s job now AIRPORT OPERATORS ASSOCIATION UK’s success stories, it will require a is to help shape that and make sure 3 Birdcage Walk, supportive policy environment from that the Government delivers an SW1H 9JJ Government and we will continue to ambitious strategy for growth that work hard to secure that. enables us to support the economy as we approach Brexit. One of the messages that we are T: +44 (0)20 7799 3171 always keen to get across relates E: [email protected] Many of our airports continue to to the diversity of UK airports and F: +44 (0)20 7340 0999 report record passenger numbers, the importance of ensuring that W: www.aoa.org.uk but there are also some warning Government policies appropriately signs flashing to which the reflect that mix. As you read this Government should pay attention. Michael Burrell edition of our magazine you will Our pan-European trade association, Editor get a very good flavour of that ACI Europe, has just published a new diversity as our interviews with the report on connectivity for airports Chief Executives of East Midlands, across the European Union and its THE AIRPORT OPERATOR , Liverpool John Lennon and MAGAZINE IS PRODUCED BY findings are striking. TAG Farnborough Airports convey The UK is the only country in the the huge variety of opportunities and report where direct connectivity is challenges that they face. Shimon Speigel not growing. Every other country’s I hope that you will enjoy reading Creative Director airports report continuing growth those interviews, as well as articles Jessica Horton and the UK itself had seen growth on Airports Safety Week, our 2018 Graphic Designer until last year, when Heathrow, for Security Conference and our new example, saw 7% growth. But now GENIUM report that sets out our views on Studio 27 that growth is no longer being what needs to be done to ensure Quadrant Business Centre recorded and it is a worrying sign. that passengers arriving at UK 135 Salusbury Road There are several reasons why UK airports will encounter a smooth and London NW6 6RJ airports are finding it increasingly improved Border, whether they are difficult to deliver the connectivity T: +44 (0)20 7089 2622 visiting us for leisure or business. E: [email protected] that will support our economy W: www.geniumcreative.com and they certainly include Brexit Ed Anderson, AOA Chairman 4

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BUSINESS BOOMS AT UK’S ONLY DEDICATED BUSINESS AVIATION AIRPORT

Business aviation airport, TAG Farnborough, has recorded its busiest day on record – as US jet manufacturer, Gulfstream, announced plans to build a new aircraft service centre at the airport.

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he record-breaking day for jet movements at the airport Ton 25 May followed a period between January and April this year when flight movements were up 20% compared to the same period last year.

TAG Farnborough CEO, Brandon O’Reilly, attributes his airport’s recent success to three factors: international entrepreneurs investigating new business opportunities in the UK as the country prepares for Brexit, the squeezing out of business aviation from London’s largest commercial airports and regular closures to civilian traffic at RAF , which must prioritise military requirements. The squeezing out of business 80% of its movements were private O’Reilly says that, following aviation from London’s largest jet movements, but now, O’Reilly an earlier peak around the airports, Heathrow and Gatwick, has says, “there are regular closures London Olympics in 2012, TAG been a long-term trend, but O’Reilly at Northolt for civilian traffic. Civil Farnborough’s traffic was largely suggests that this could now also aviation is being pushed away. That stable until the Brexit referendum be beginning to be a factor at other is the present position and there is in 2016 “when we started to see London area airports, such as Luton, no sign of it changing”. quite a marked upturn in business which has historically been the UK’s aviation”. He speculates that this busiest airport for private jets. Along with Biggin Hill and Oxford, might have been partly linked to the TAG Farnborough, with its plentiful fall in the value of sterling and partly RAF Northolt’s VIP private jet spare capacity is in a good position because “the type of people who terminal has long been prized by to benefit. The airport markets itself use the airport are always seeking its customers for its proximity to as “a one-stop shop for business business opportunities ahead of the central London and its use by visiting aviation” and sees that claim being curve and the referendum result heads of state. In the past over created change opportunities”.

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The current run of good news at “We welcome this investment, which will TAG Farnborough is something of a contrast to the situation that benefit the regional economy and underpin the O’Reilly found himself in shortly after arriving as CEO in 2006. airport’s role in supporting jobs and economic Farnborough was the UK’s first operational airfield, established development. As Europe’s leading business in 1905. Originally a Government airfield, it was declared surplus to aviation airport and a London gateway, requirements by the Ministry of Defence in 1991 and had been in we are well-placed to meet the specific the process of development since requirements of Gulfstream and its customers.” 2000. A new terminal building had just been completed. Further strengthened by the announcement “because TAG Farnborough is a developments were being planned from Gulfstream that it has London gateway airport dedicated when the global financial crisis decided to construct a new, larger, exclusively to business aviation”. hit. Aircraft movements at TAG purpose-built maintenance, repair O’Reilly echoed that explanation. Farnborough plummeted from and overhaul operation at TAG He said: “We welcome this 28,000 a year to 23,000. “We had Farnborough. The new service investment, which will benefit the to take stock” he said “Our owners centre, which will be up to 220,000 regional economy and underpin the are long-term investors. We took the square feet and will include a new airport’s role in supporting jobs and decision to assess the market and hangar able to accommodate up to economic development. As Europe’s we waited until just before 2010 to 13 large business jets, is set to open leading business aviation airport and start work again on a further round in 2020. a London gateway, we are well-placed of infrastructure investment”. to meet the specific requirements of Gulfstream said it had chosen TAG Gulfstream and its customers”. Farnborough because the London area has the highest volume of Gulfstream traffic in Europe and

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A total investment of £200 million shopping. Passengers flying in to The fact that Farnborough’s has created an award-winning TAG Farnborough can have their passengers are generally keen airport that is well-placed to deliver passports checked by Border Force to see as little of the airport as what O’Reilly describes as “a five- on their aircraft before stepping in to possible presents some unique star service to customers and crew their car waiting for them at the foot business challenges. The kind of with no compromise” and, not least, of the aircraft steps and speeding non-aeronautical revenues on which the one thing that customers value off to their destination. That is most many other airports depend (such as more than anything else: speed. frequently towards London on the retail, car parking and advertising) Visitors to the airport who are used newly-upgraded four-lane M3 which, are simply not available. Instead to large commercial airports will following a £174 million investment, the airport makes its money from a look in vain for check-in desks, now provides a faster link from combination of landing, handling and baggage carousels or duty-free Farnborough to London. aircraft parking fees, fuel sales and office and property rental.

There is, though, one thing that is the same – neighbours concerned about aircraft noise. When O’Reilly arrived in 2006 one of his first tasks was to meet residents and he found that most had two complaints – noise itself and the fact that they had little or no idea about the airport’s future intentions. Though not legally required to do so, he set out to deal with this second issue by consulting on, developing and publishing a masterplan. The 2009 masterplan set out proposals

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for operational improvements to 2019 (and indicatively to “A total investment of £200 million has 2030). It provided the basis for TAG Farnborough’s planning created an award-winning airport that is application to increase permitted annual business aviation air traffic well-placed to deliver what O’Reilly describes movements from 28,000 to 50,000 by 2019, an application that was as “a five-star service to customers and crew granted by the Government in 2010. with no compromise.” On noise, O’Reilly took the radical step For people who don’t live near the set customers each afternoon as of inviting residents’ representatives airport and who don’t routinely the air display takes place. O’Reilly to join him and the TAG Farnborough travel by private jet, Farnborough is concludes that this year, as ever, the team in designing aircraft routes that most famous for its international air brief disruption will be well worth would be safe, would meet the needs show, which combines a weekday it because of the unique biennial of the airport’s customers and would trade show for the international opportunity that it provides to reflect as far as possible the principal aerospace industry with a weekend show case his growing business noise concerns of the people living flying exhibition for the public. It is aviation airport to a global business around the airport. The resulting being held this year from 16 to 22 audience.  Farnborough quiet flying programme July, when TAG Farnborough will and continuing local engagement close its airspace to its normal jet have been key factors in reducing noise complaints to the lowest on record, even as flight numbers continue to rise.

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NEW EAST MIDLANDS MANAGING DIRECTOR IS AMBITIOUS FOR PASSENGER AND CARGO GROWTH

East Midlands Airport is “a hidden gem”, with huge potential for both passenger and cargo growth, according to its new Managing Director, Karen Smart.

mart, who took up her role in almost 5 million passengers a year, London depart within a few minutes April, sees scope for growth in but the airport aims to double this to of each other. Sbusiness passengers and huge 10 million a year. opportunities for the airport’s cargo Looking further ahead, Smart is a services to benefit from the boom in Connectivity for passengers on the strong supporter of a planned new internet shopping. ground is also a key priority, with railway station on the Leeds branch Smart seeking to persuade the of . A key goal for both business and Government that new rail franchise leisure passengers is to improve negotiations offer an opportunity to The airport says that the proposed connectivity by securing a European significantly improve the frequency station at Toton, situated between hub link. , of rail links between nearby East and , would and are all in her sights, but the Midlands Parkway and London St provide the East Midlands region likeliest new connection appears to be Pancras. The current timetable with “the most connected station to the German market, with ambitions leaves Parkway without a service on the high-speed network outside for a new route to , Munich for up to 40 minutes of every hour London”. In Smart’s view, “the or Berlin. Currently East Midlands has and the two trains each hour to Government must now match its support for Heathrow with specific and practical proposals to maximise ’s global “East Midlands is already the UK’s busiest connectivity in the period to 2030, including support for better rail pure cargo airport and second only to connectivity serving East Midland Parkway and backing regional Heathrow in terms of the total tonnage of transport infrastructure to link the cargo that passes through it annually.” proposed HS2 Toton to the airport”.

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East Midlands is already the UK’s of the UK economy – over 90% Her confidence would seem to busiest pure cargo airport and second of the UK’s population is within 4 be justified by the actual and only to Heathrow in terms of the hours’ drive of the airport – as a key planned growth of the major total tonnage of cargo that passes asset. She reckons that much of the freight companies. The airport through it annually – around 360,000 expected growth in freight services is the national hub for DHL, who tonnes, but the goal is to triple freight will come from the flourishing have doubled the size of their local shipments to 1 million tonnes annually e-commerce market and especially operations. In March this year UPS within the next 10 to 20 years. from the overnight express cargo secured permission for a £114 million market that provides the next- parcels depot that will create 1,400 Smart points to the airport’s day delivery service that online jobs on a site between the airport geographical position at the heart customers have come to expect. and the M1.

New jobs at and around the airport will require new skills and Smart is keen to look at ways of ensuring that local people have access to the training that will equip them to take on new jobs. She points to the pioneering work at the airport she has just left, Stansted, to set up a new on-site college which will open this September and, she says, “that could be something we start to look at here”. There could be a focus on science, technology, engineering and maths and an effort to attract more women to study those

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It must all seem quite a distance from Smart’s first jobs as an RAF engineer and air traffic controller at RAF Lyneham in . A spell at public services provider, , “The Government followed, before she joined MAG in 2014. She was Customer Services subjects – a cause about which must now match & Security Director at Stansted, Smart says she has “a real passion”. before being promoted to Director its support for of Landside Operations. Asked All the expected growth in freight about the main difference between traffic will inevitably mean more noise Heathrow with her RAF work and her more recent and the airport is currently consulting work for civilian airports, she on a refreshed noise action plan, specific and points to a difference of focus, with which sets out how East Midlands practical proposals day-to-day operational excellence aims to limit and, where possible, being the key driver at the RAF, reduce the number of people to maximise contrasting with a much greater affected by noise from its operation. focus on commercial success and A new generation of quieter aircraft East Midlands customer service in her roles at should make a big difference and the both Stansted and East Midlands airport already operates a scheme Airport’s global Airports. which obliges airlines operating noisier aircraft to pay a levy, with the connectivity in the Listening to Smart speak with funds raised going to support local knowledge and enthusiasm about community projects. period to 2030” the challenges and opportunities at East Midlands Airport, just weeks Smart signalled the importance that work and villages disturbed by taxi into her new role, it is not hard to she attaches to community relations drivers waiting to pick up airport see why, when MAG’s Group CEO, by hosting a meeting with local passengers. She promised a new Charlie Cornish announced her parish councils within two weeks of effort to tackle that problem by appointment, he described her as starting the job, listening to their giving greater publicity to the “an exceptional leader” and forecast concerns not only about aircraft holding area at East Midlands where with confidence that she would noise, but also about other issues drivers can wait for up to an hour “build on the great foundations that such as airport-related construction free of charge. exist at East Midlands Airport”. 

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GLASGOW AIRPORT STARTS FIGHT BACK AFTER BLOW

Glasgow Airport has won a new daily link with Frankfurt and new Jet2.com routes to Bulgaria and Turkey as it begins a fight back following Ryanair’s decision to axe 20 routes from the airport and to close its Glasgow base.

milestone agreement between Glasgow Airport and AShanghai Airport Authority, the fruit of months of discussions, has also opened the prospect of the first direct link between the west of and Shanghai, which would be a significant addition to Glasgow’s established long-haul routes to the United States, Canada and the Middle East.

Glasgow’s new Managing Director, Mark Johnston, who took up his position in June, says the airport is operating in “a challenging marketplace”, but is committed to ensuring that it delivers the connectivity that will support the wider Scottish economy. Derek Provan, Chief Executive Officer, AGS Airports Ltd

Johnston’s appointment was part of A key part of Provan’s role will be Ryanair blamed high levels of APD a series of management changes at to engage in a dialogue with the for its February decision to close its AGS Airports, the owner of Glasgow, politicians who help to shape the Glasgow Airport base and cut the Aberdeen and environment in which Glasgow and number of routes it operates from Airports. Derek Provan, formerly the other airports operate. He told the airport from 23 to three. The interim Chief Operating Officer at Airport Operator that finding a way company said at the time that its Heathrow, stepped up from the to cut Air Passenger Duty in Scotland, announcement “should not come as a Glasgow MD role to focus solely on securing certainty for aviation after surprise to the Scottish Government. his strategic role as Chief Executive Brexit and winning a tram-train link for We did say that our growth in Officer of AGS and Neil Garwood Glasgow Airport are top of the agenda Glasgow was based on their promise became the new Managing Director in his discussions with the Holyrood to abolish APD, which morphed at Southampton. and Westminster governments. into a promise to halve APD, which

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suddenly has disappeared into the the Lufthansa worldwide network”. ether and quite frankly we don’t have Provan’s view is that: “to get the any more patience”. Ryanair also said “Glasgow Airport German national flag carrier operating that Brexit was a background factor from your airport is a real feather in in its decision. is operating in your cap. It demonstrates confidence “a challenging in the city and in the airport”. There had been “a level of expectation” among airlines, Provan marketplace”, On the leisure side of the business, said, that the Scottish Government Glasgow Airport has also been would replace APD with an Airport but is committed boosted by Jet2.com’s decision to Departure Tax that would be 50% base a seventh aircraft there from lower. The announcement that there to ensuring that next year and to launch two new is no immediate prospect of this destinations from Glasgow Airport in happening because of unresolved it delivers the 2019 to Bourgas, the gateway to the legal issues relating to the continuing Bulgarian Black Sea resort of Sunny exemption of Highlands and Islands connectivity that Beach, and to Izmir in Turkey. airports from the tax had created a much more challenging environment will support the Looking further ahead, Provan is for airlines in Scotland. hopeful that Glasgow Airport’s new wider Scottish memorandum of understanding Provan said his key message to the with Shanghai Airport Authority, Governments in both and economy.” combined with a more liberal London was that “they have to work approach by the Chinese authorities together” to resolve the problem. of having been here before. Provan to aviation links to the UK, will He said he understood that it was started his aviation career at Glasgow eventually open the door to a direct difficult for both sides, with the in 1998 and when he left after ten air link between Glasgow Airport and Scottish Government saying that years the airport had seemed close to China’s biggest city. that they could not adopt a taxation securing a rail link. That project had system that currently doesn’t have been abandoned on cost grounds, Commenting briefly on the other EU approval. Nevertheless, he but now there is renewed hope that airports in the AGS portfolio, Provan argued, it should be possible to find a train-tram project could finally said that Aberdeen is two thirds a judicial or fiscal solution if the two be given the green light. The new of the way through its £20 million Governments are genuine in their project had gone through a feasibility investment programme that will expressed desire to work together to study and was fully funded. Provan transform the passenger facilities resolve the issue. said: “our message to the Scottish with a 50% increase in the size of the Government is ‘let’s get on with terminal. Last year saw the opening On Brexit, Provan said that the this’. The surface access to Glasgow of a new space for arrivals, followed continuing “lack of certainty” on Airport is clearly inadequate”. by the opening this summer of a what the rules for airlines will be after larger and enhanced security search the UK leaves the European Union Having been frank about the area. The project will be completed was “becoming quite a challenge”. A challenges facing Glasgow Airport, next summer with the opening of an greater level of certainty would help Provan is also keen to highlight expanded departure lounge. airlines to plan, since at present they successes. The new daily Lufthansa could only “plan for the worst and service from Glasgow to Frankfurt, Provan also has high expectations hope for the best”. He suggested that combined with the five times per for Southampton following the the UK Government should prioritise week Lufthansa service to Munich, promotion of Head of Operations, an agreement with the EU on aviation the route to Dusseldorf Neil Garwood, to the Managing because of the key role that the sector and the EasyJet link to Berlin enhance Director role there. The airport is plays in facilitating global business. the airport’s connections to Europe’s working to deliver its Master Plan biggest economy. Lufthansa said: and Provan said that there will be On surface access to Glasgow “We have been able to increase a focus on how Southampton can Airport, Provan noted that Glasgow Lufthansa’s flight offer at Glasgow capture a larger share of the flights is one of the only major UK airports from a single weekly service to 12 taken by the three and a half million that has only road access, much of flights a week in just six months. people who live within an hour’s it on a heavily congested M8, which This level of growth is almost drive of the airport, many of whom was “obviously a constraint on unprecedented and underlines the currently travel to either Heathrow growth”. He could be forgiven a sense importance of Glasgow Airport within or Gatwick. 

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Yves Tuet, CEO and Co-Founder, Deolan

emember when you had to and teams involved in turning flights phone all your friends from around is much more complicated Ra landline phone one-by- than organising a get-together with one to organise a get-together? your friends, yet in most cases, Maybe – or maybe not, depending the technology provided is siloed, on your age! But taking the time cumbersome and old-fashioned. today to do something as simple as coordinating a meeting point is The numerous teams and systems unthinkable for most of us. Now, involved in managing a single flight we’re spoilt for choice when it means that exchanging, sharing and comes to digital tools that help us storing information in an efficient to communicate and collaborate way is almost impossible. A lack of with our social circles, from functionality to deal with different social networks like Facebook to business contexts and situations messaging apps such as Whatsapp means that inevitably, email, phone and Telegram. calls and walkie-talkie conversations fill the gaps. That brings a huge risk We can find most of our contacts of information getting lost, recorded on the same platforms, so it’s easy incorrectly or missed by the very to send a message, post an update, teams and individuals who need to or invite numerous people to an be informed. event. You can see at a glance who has responded, keep track of what All this inefficiency is one of the everybody has said and search key reasons why the air transport back at a later date if you need to. industry isn’t performing as well How often do you need to make a as it should, whether in terms of phone call, or even send an email, profitability, passenger satisfaction or nowadays? customer retention. Airlines lose eight per cent of their revenues every year But when many of us arrive at due to flight delays, and six per cent work, it’s a completely different more through unsatisfied customers. story – particularly if you work in air The latest IATA Passenger Survey transport. The number of individuals found that a mere 52% of European

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“The number of individuals and teams CASE STUDY: involved in turning flights around is much more complicated than organising a get- Boosting efficiency, together with your friends, yet in most cases, productivity and the technology provided is siloed, cumbersome the passenger and old-fashioned.” experience at passengers were satisfied with their interfaces and applications in air last travel experience. transport so far behind? Biarritz Airport With more than one million Delays are of course hugely frustrating Some may argue that the barriers passengers per year, Biarritz for customers, particularly when to introducing social media style Airport was keen to improve the they can be avoided, but that isn’t technology to air transport are overall passenger experience, the only issue. Passengers today too great, particularly when it focusing on the role of want real-time information and comes to security. It’s true that communication, collaboration digital services when they arrive information must be shared, and information sharing on the at the airport, such as SMS alerts, stored and protected in a secure ground. Its legacy IT systems real-time messages and smartphone manner, and that access rights housed information in various, apps – the kind of technology that management must be one of the disparate silos, which made they’re accustomed to in many other main features of the system. But this sharing and collaboration settings. In the IATA survey, two isn’t insurmountable and numerous extremely difficult. The Airport thirds of passengers (63%) said real- consumer-facing applications have wanted to integrate these diverse time information would improve the mastered this without breaches IT systems through one platform travel disruption experience. (the latest Facebook data issues to better manage airport activity notwithstanding). Why should B2B and give passengers a smooth But this kind of service won’t become applications be any different? and enjoyable experience. a reality if those on the front line aren’t able to share, collect and Other naysayers might point out To do this, Biarritz turned to deliver real-time, consistent data that social tools are too simplistic Deolan and its new collaboration amongst their teams and partners. for B2B situations, without the tool, Logbook, providing a single On one side, you have a digitally- contextualisation that is needed. plug and play platform for use savvy customer with a smartphone, Surely a wall or chat room shared across its airport teams. By waiting for instant notifications about by many agents and many systems centralising airport data into changes, disruptions or additional would be 200km long given the one social media style tool, the services. And on the other, you have amount of data and information platform has given teams on the an operational member of staff, exchanged. However, that doesn’t ground the ability to more easily who’s producing 80 per cent of mean that a solution can’t be found, and effectively share information the critical data by communicating by drawing on sector expertise and from day one. The result is on a walkie-talkie, over the phone incorporating sub-workflows that improved operational efficiency, or corresponding via email, and make the data manageable. productivity and communication therefore unable to produce the real across the airport, plus a time structured data required to truly Social media style collaboration more seamless and integrated improve the passenger experience. tools are beginning to make experience for passengers. inroads into the air transport Yet, outside work, these same sector, but a change of mindset is individuals are able to synchronise also essential. There is no reason and collaborate with a huge, flexible why these applications have to network of friends and relatives, be complicated and hard to use. using technology with easy-to-use, Taking a lesson or two from the intuitive interfaces. They can share likes of Facebook or Whatsapp will rich content, comment on, share ensure better collaboration between and interact with existing posts and teams, happier and more engaged record information to look at later. employees, improved performance It begs the question – when this and a better experience for the technology already exists, why are passenger. 

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NEW LIVERPOOL AIRPORT CEO AIMS HIGH

John Irving doesn’t lack ambition for his airport – the new boss of Liverpool John Lennon says that he and his team are aiming to provide “the best customer experience in the UK”

rving, who moved from Newcastle Airport to take on the CEO role Iat the self-styled “faster, easier, friendlier” Liverpool Airport in March this year, has the confidence that comes from joining an airport that has a strong existing track- record. It was voted “the UK’s friendliest airport” by Cheapflights. co.uk and tagged by travel intelligence company, OAG, as the only airport in the north of to achieve a five-star rating for punctuality.

The airport has seen growth in passenger numbers of over 25% since 2014, with 5 million passengers per year now choosing to use Liverpool. It has announced ambitious plans to serve more destinations, including long haul, with passenger forecasts indicating the potential to grow passenger numbers to 7.8 million by 2030 – fuelled by a planned investment of £100 million over the next ten years, including a proposed expansion of the terminal building and a potential extension of the .

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Irving, who was previously Chief is just 35 miles down the road from He forecasts that Liverpool will Commercial Officer at Newcastle Liverpool John Lennon and offers a continue to grow by offering an Airport, says that his first impressions choice and frequency of routes to unrivalled customer experience, at Liverpool John Lennon have been and from the UK unmatched outside combined with enhanced very positive, noting especially that: London and the South East. connections to some major holiday “the people are very passionate and destinations, such as Turkey and the very proud to work here and that Irving acknowledges that Canaries. Another key to growth will rubs off on the customer experience”. Manchester “has done an excellent be the development of “the right job and will continue to do so”, connection through a European That emphasis on the quality of the but firmly rejects the suggestion hub”, hinting that either Germany customer experience mirrors the that this puts a natural cap on or Heathrow might provide that. “A approach adopted at Newcastle, Liverpool’s growth. He notes that route to Heathrow would be on the but there is an important difference Liverpool John Lennon operates list”, he says, “but we are realistic between the two airports. From in the second largest catchment about timing. It is one for the future”. Newcastle it is two and a half hours to area in the UK and suggests that any other major airport. By contrast, the airport has yet to reach the full Meanwhile the airport is – “the global potential offered by this very wide consolidating its relationship with gateway to the North of England” – catchment area. its two leading airlines, Ryanair and easyJet. Ryanair’s 33 routes from the airport now include new routes to Shannon in the west “Liverpool will continue to grow by offering an of Ireland and Paphos in Cyprus. easyJet is adding new routes to unrivalled customer experience, combined with Croatia, Turkey and Italy and basing an eighth aircraft at the airport enhanced connections to some major holiday from the end of 2018. Both Blue destinations, such as Turkey and the Canaries.”

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Air and TUI have also announced new routes. Irving is confident that “Liverpool has announced ambitious plans to these routes will help to propel the passenger numbers up to over 5.1 serve more destinations, including long haul, million in the coming year and sees 6 million as an achievable target “in with passenger forecasts indicating the potential the coming years”. to grow passenger numbers to 7.8 million by Responding to a question about 2030 – fuelled by a planned investment of potential obstacles to continuing growth, Irving cites the high £100 million over the next ten years, including level of Air Passenger Duty and uncertainty over the Brexit process, a proposed expansion of the terminal building emphasising the vital importance of airlines securing clarification on this and a potential extension of the runway.” as soon as possible. By contrast, the airport’s growth would accelerate regional airports like Liverpool can the challenge: “We are growing; in the future, he suggests, if it were play both to meet rising passenger we have new routes and, hopefully, able to secure a direct rail link. demand and to boost the economic new carriers on the way. We are in a fortunes of the regions that they good place”.  He emphasises that the serve. Liverpool John Lennon, he Government’s developing Aviation concludes, stands ready to rise to Strategy offers an important opportunity, which Ministers should seize, to underline the key role that

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SECURITY UPDATES FOR AIRPORTS FROM GOVERNMENT AND REGULATOR

AOA members attending the Association’s 2018 Security Conference were given insider updates from the Department for Transport and the Civil Aviation Authority on current security threats and how they are being met.

he conference, held at Slaley Security Regulation, said that the which would place greater emphasis Hall, Hexham, on 30 April and threat picture had never been on behavioural analysis and ensure T1 May, received a confidential greater and as sustained as it had that more attention was paid to update on the latest threat picture been in the last three years, but in issues such as mental health. from Robert Loades, Deputy Head response he said that the UK had of Risk Analysis & Incident Response developed one of the most robust Among airport contributions to the at the Department for Transport. security regimes in the world. conference, Heathrow’s Security Programmes Project Manager, Katy His Departmental colleague, He heralded the introduction of new van den Dries, outlined the explosive Richard Rose, Head of Domestic cabin baggage scanning technology detection cabin baggage scanner Aviation Security Policy & and forecast that the Government being trialled in Terminal 2’s transfers Regulation, gave an update on would mandate its introduction in area over the coming year before policy developments. He said that the coming years. Looking ahead, final purchase decisions are made. the Department is in the process Dykins said he expected that data- of producing new guidance for the driven risk assessments and threat A smaller airports panel, including issuance of airside passes, which he analysis would increasingly inform representatives from Durham Tees described as an important step in passenger screening. On perimeter Valley, Humberside, Jersey, the Isle combatting insider threat risks. This security he said that the CAA will of Man and Southampton, discussed is ahead of the proposed national consult with airports on developing a wide range of security issues database of airside passholders, individual perimeter protection affecting them and made a plea to which is in development. plans (including CCTV, patrols the Department for Transport and and fences) and these would be the CAA to listen to the voice of Rose also highlighted the supported by CAA guidance and smaller airports and to ensure that Department’s work on an Aviation supervision. consultations were more than just Security Strategy, which will provide notifications. airports and other partners with a From the private sector, Philip comprehensive, classified account Baum, Managing Director of Issues covered by other contributors of Government plans, setting five- Green Light Ltd, urged airports to included explosive detection dogs, year priorities with annual reviews. recognise that, while technology, is smart security programmes, the a helpful component of a security EU’s General Data Protection From the Civil Aviation Authority, regime, they should also consider Regulation and the aviation security Phil Dykins, Head of Aviation adopting a proactive approach implications of Brexit. 

THE AIRPORT OPERATOR SUMMER 2018 24 AOA LAUNCHES FOUR-POINT PLAN FOR “A STEP-CHANGE AT THE BORDER”

The Airport Operators Association is calling on the Government to act to deal with a “below par” Border Force service that is generating widespread passenger dissatisfaction. The call is made in a new AOA report, “Towards a smooth and improved Border”, that sets out in detail “what’s broken” at the Border and what should be done to fix it. The report says that: • Border Force resources are insufficient to meet growing demand • Performance targets mask poor performance • The targets are out of touch with consumer expectations • There is a lack of accountability for performance • Technology is used inefficiently • There is a lack of clarity over investment responsibilities

n a foreword to the report, AOA to be through the border within to meet targets and expectations. Chief Executive, Karen Dee, says 12 minutes and they expect non- The report offers examples of this Ithat: “With the UK preparing European Economic Area (EEA) from across the country. In July 2017 to transition out of the European passengers to be processed within there were almost 2,000 non-EEA Union, the Border will be centre 22 minutes. That stands in stark service level breaches at Heathrow. stage in our future relationship contrast to existing Border Force In December 12.5% of non-EEA with the wider world. The frontier waiting time targets of 25 minutes passengers had to wait over 45 will have a starring role to play in for EEA passengers and 45 minutes minutes. The airport reports that Britain’s pitch to attract businesses for non-EEA passengers. The survey “queues of two hours or more are and tourism from across the world”. also shows that many passengers now a once a month occurrence”. At The AOA report makes it clear that think that airports, rather than Border Force failed to “there is still some work to be done Government, are responsible for meet its own 95% monthly threshold before the Border is ready to handle their experience at the Border. twice last year and in one case the the challenges of the future”. maximum wait time was 72 minutes. UK airports report that Border Force At Newcastle Airport a survey of New data in the AOA report from a resources are insufficient to meet over 6,000 passengers revealed that ComRes passenger survey suggests growing demand and that the service queue times were the Border issue that most UK passengers expect provided by Border Force is failing most in need of attention.

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The report says that “airports excessive queues in border halls in free movement of people no longer continue to find Border Force’s breach of service level agreements applies, it is likely that changes to service below par and have little and these contribute to the the Border regime for EEA nationals visibility over its future plans. Border dissatisfaction of passengers. will be needed. The report says Force resources have decreased that: “This would require Border since 2012 while passenger numbers On Brexit the report says that there Force to commit significantly more have increased, and this has led to is an urgent need for clarity about resource to processing EEA and a deterioration in the passenger the changes that may be required Swiss nationals and the increase in experience”. Airports have expressed as a result. The AOA’s position passport checks and processing concern that cuts to Border Force is that Government should seek times which would result could funding make it much more difficult either to maintain the same entry- act as a deterrent to visitors from for service level agreement targets clearance system for EU nationals the EU”. There would also need to be met, particularly during after Brexit or to work with airports to be additional space allocated periods such as the summer, when to provide the extra capacity to immigration control operations passenger numbers are at their airports will require to meet changed in airports, which would come at peak. Airports regularly experience demand. The report says that, if significant cost.

The report concludes with “four clear asks of Government” designed to “achieve a step-change in performance”:

Urgent clarity on post-Brexit Border arrangements. Government should seek either to maintain the same entry-clearance system for EU nationals after Brexit or to provide funding for the extra 1 capacity airports will require to meet changed demand.

A clear, long term resource plan to meet the growth challenge, provide a clear welcome to the UK and meet passenger expectations. Border Force needs a long-term strategy with an 2 accompanying budget to deliver the resources that will be needed.

A framework to encourage innovation. Government should provide a framework which allows them to work with the supply-side of industry to understand what new technologies and 3 innovations might be practicable and to explore the circumstances under which they could be implemented.

Passenger-focussed performance metrics. The forthcoming Aviation Strategy process offers a prime opportunity for Government and industry to work together to explore new mechanisms for 4 measuring performance at the border.

SAVE THE DATE 2018 29-30 OCTOBER 2018 26 From around the sector…

AIRPORT DRONE BAN COMES INTO FORCE

Drones will be banned from flying within a kilometre of UK airports from 30 July.

The change in legislation follows a year- on-year increase in the number of reported incidents involving drones and aircraft, up to 89 in 2017 compared to 71 in 2016.

From November next year pilots of drones weighing more than 250 grams will be required to register with the Civil Aviation Authority and take a test or face a £1,000 fine. A draft Drones Bill to be published shortly will give police more tailored powers to intervene on the spot if drones are being used inappropriately. our skies. These new laws will help ensure geo-fencing as soon as possible to drones are used safely and responsibly”. safeguard critical airspace around airports UK Aviation Minister, Baroness Sugg, from accidental drone incursions. Geo- said: “While we want this industry to AOA Chief Executive, Karen Dee, fencing uses technology to create a virtual innovate and grow, we need to protect welcomed the new laws as “an important geographical boundary, enabling software planes, helicopters and their passengers step in the right direction”, but she also to trigger a response when a drone enters a from the increasing number of drones in called for the introduction of mandatory defined area.

SAVE THE DATE 05.03.2019 AOA ANNUAL DINNER

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GLASGOW AIRPORT ADDS NEW INITIATIVES TO CAMPUS WATCH

text alert system and, for the first time “Glasgow Airport continues to operate a zero- this year, digital radio. tolerance approach to disruptive behaviour at Francois Bourienne, Chief Commercial Officer for Glasgow Airport’s parent group, the airport. Thanks to our early intervention AGS Airports Ltd, said: “Glasgow Airport continues to operate a zero-tolerance approach to challenging disruptive behaviour, approach to disruptive behaviour at the airport. Thanks to our early intervention we’ve seen a significant reduction in the approach to challenging disruptive number of incidents.” behaviour, we’ve seen a significant reduction in the number of incidents during the first five months of this year”. Glasgow Airport has launched its 2018 Glasgow’s industry-leading disruptive Campus Watch campaign on disruptive passengers campaign was introduced Karen Dee, AOA Chief Executive, passengers with two new initiatives. in 2013 in partnership with Police said: “Glasgow Airport’s Campus Scotland. It provides training, advice Watch initiative is a great example of In an unprecedented move, the airport and support to check-in staff, security our industry’s commitment to tackling has launched a national advertising teams, bar and restaurant employees, the problem of disruptive passengers. campaign to remind passengers that retailers and airline crew. A key aim is Thankfully, incidents of disruptive disruptive behaviour of any kind will early intervention, with staff encouraged behaviour are a very rare occurrence, not be tolerated. It has also invested to report details of any potential with data from the Civil Aviation in a new digital radio system to help incident to the airport’s central control Authority showing that the number disseminate live Campus Watch room through a dedicated phone line. of incidents is stable despite record intelligence to staff across the airport. Information is then shared via a rapid passenger growth”.

THE AIRPORT OPERATOR SUMMER 2018 28 From around the sector…

NEWCASTLE AIRPORT CONSULTS ON MASTERPLAN

Newcastle Airport has launched a an excellent customer experience”. It to Gross Value Added could rise to £2.3 consultation on its new Masterplan, says that passenger numbers, which billion (from the current £1.16 billion). which sets out the airport’s goals for its reached 5.35 million in 2017, could centenary year, 2035. grow to up to 9.4 million by 2035. With a view to ensuring that the North East will be able to secure long haul air The airport says that Masterplan 2035 By 2035 the number of jobs supported routes in the future, the plan provides aims to deliver “improved connectivity across the North East of England for the safeguarding of the eastern end and economic benefit, support an could grow to 27,800 (from the current of the current runway to enable the increase in inbound tourism and deliver 18,900) and the airport’s contribution construction of a 700-metre runway extension, should that prove necessary.

“Passenger numbers, which reached 5.35 million The consultation on the Masterplan will in 2017, could grow to up to 9.4 million by 2035.” close on 13 September.

EDINBURGH OPENS SCOTLAND’S FIRST ROUTE TO CHINA

Hainan Airlines launched the first Executive, Gordon Dewar, as “a Passenger numbers are continuing to ever direct flight between Scotland and momentous day for Scotland and grow at , which China in June. China”. He described the new link recorded the busiest year ever for a as “a route which has immense Scottish airport in 2017, with 13.4 Customer The first Airbus 330 flight between opportunities for our countries, from million passengers (up 8.6% on the Edinburgh and Beijing Capital tourism and business to culture and previous year), adding 34 new routes will operate education”. Edinburgh is second only during the year. The airport was Driven four times a week and was welcomed to London as the top UK tourist recently named “Airport of the Year” at WITH TOTAL LIFETIME CARE by Edinburgh Airport’s Chief destination for Chinese tourists. the Scottish Transport Awards. Exceptional quality and highly reliable snow removal and de-icing equipment to keep your airport runways open when the winter weather closes in. At Aebi Schmidt, customer service is key – and our aim is to deliver a service experience second to none! RYANAIR TO OPEN NEW BASE AT SOUTHEND AIRPORT

Ryanair has announced that it will open It expects to carry more than a million Passengers are increasingly turning a new base at passengers a year, doubling the airport’s to London Southend Airport amid from April 2019. annual passenger numbers. the capacity crisis found elsewhere in the capital, where holidaymakers and The airline will use three new aircraft Warwick Brady, CEO of Stobart business travellers face disruption from – an investment of €257 million – to Group, which manages the airport, said: overcrowded airports, impacting on Are you operate more than 55 weekly flights “We have a clear and focussed strategy customer service”. London Southend ready to on 13 new routes to eight different to grow our airport to welcome over Airport has been ranked “best London experience the countries, including Spain and Italy. 5 million passengers a year by 2022. airport” by Which? for the fifth time. Aebi Schmidt difference

WWW.AOA.ORG.UK For more information call 01733 363393 www.aebi-schmidt.co.uk 29

UK AIRPORTS LOSING DIRECT CONNECTIVITY

The UK is the only country in the 28-member European Union whose airports lost connectivity over the past year.

The bad news for UK airports on the number of direct air services they offer came in the latest ACI Europe report on connectivity, published on 19 June.

London Heathrow fell to third place in the league table of European hub airports (with its direct connectivity down 0.2%) due to lack of capacity. Frankfurt (up 11.1%) is now the No. 1 airport in The only bright spot among the UK’s “The UK is the only country Europe, replacing Amsterdam-Schiphol, larger airports was London Stansted, now in second place. London Gatwick whose 11.5% increase in direct in the 28-member European (No.11 in Europe) saw a 2.6% decline in connectivity placed it among Europe’s Union whose airports lost its direct connectivity. top performers. connectivity over the past year.”

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Welcoming as a new client. Are you We are thrilled to be Southampton Airport’s ready to preferred supplier of services experience the and look forward to supporting their future business strategy. Aebi Schmidt difference ICTS operates in 11 airports in the UK and Ireland. For more information call 01733 363393 www.aebi-schmidt.co.uk THE AIRPORT OPERATOR SUMMER 2018 www.icts.co.uk 30 From around the sector…

AIRPORTS SAFETY WEEK “A TREMENDOUS SUCCESS”

traffic control tower, while terminal teams gave information on first aid, terminal evacuation procedures, fire marshals, safe walking routes and escalator and baggage trolley safety. City Airport engaged ground handlers, contractors and airlines.

Meanwhile, found the most imaginative way of portraying the involvement in the week of airside staff, police and fire services and passengers by AOA Operations & Safety Director, He stressed both the wide range of dressing up children to represent them. Roger Koukkoullis, has declared 2018 participants and the variety of issues UK Airports Safety Week, held this year covered as important features of the week. The 2018 Airports Safety Week drew on from 14 to 20 May at over 50 airports Landside staff and representatives of local a project team of experts from ten UK under the theme “Promoting Safety communities, including schools, local airports, large and small, from across the Together” a huge success. councils, emergency services and local country. There was also external support transport operators had joined airside from the Civil Aviation Authority’s He said: “The marvellous support, workers in local programmes. Equally ground handling operations safety team meticulous planning and excellent airports had embraced not just the and the Institution of Occupational delivery has resulted in many remarkable familiar airport safety subjects, but also Safety and Health, the 46,000-member events across the country. It has been a occupational health, wellbeing, mental Chartered body for UK health and safety tremendous success”. health awareness and environmental issues. professionals that is the world’s biggest professional health and safety membership Koukkoullis highlighted several key Examples of airport activities across organisation. The week of events at UK components of this year’s campaign, the England, Scotland, Wales and Northern airports attracted visitors from airports in third Airports Safety Week, including Ireland included Team Heathrow seven other countries. positive collaborative energy, inclusivity ambitious programme, with advice on encompassing the whole airport how to report on incidents and near misses Surveys of attendees at this year’s community, greater awareness of many airside, a demonstration of the dangers airport events and of participating issues and becoming a recognised source of driving within the refuelling zone and airports will provide the AOA with of learning for safety development. nutrition and mental health engagement. feedback which will be used to further Edinburgh Airport invited visitors to its air improve future campaigns.

HEATHROW AIMS TO OPEN NEW RUNWAY IN 2026

Heathrow Airport hopes to begin building “a great day for the country”. He said: “We from five to six and a half hours. its third runway in 2021 and for it to be have been arguing about this for 50 years. It open for business by 2026. is now the will of Parliament. We are going The airport will now launch a second to do this as quickly as possible”. He said consultation process and prepare an The target dates were announced after MPs that the £14 billion project would be entirely application to the Planning Inspectorate for voted by 415 votes to 119 in support of privately funded and that airport charges development consent. It expects the approval Heathrow’s North West runway plan. would remain “close to today’s levels”. He process to take 18 months. The new runway also promised residents a £700 million would increase Heathrow’s capacity to Heathrow’s Chief Executive, John Holland- insulation pot for schools and homes and 130 million passengers a year – 78 million Kaye, described the Parliamentary vote as an extension of the existing night flight ban passengers used the airport in 2017.

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