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170-4435 March A-Times #83 Ƒ.Indd Airport Times Keeping the Auckland Airport community informed | Issue 83 March 2009 | ISSN1176-9432 Working together works Inside this issue: • A pilot study to improve the passenger experience • A bag’s journey at the airport • Get ready for Auckland Cup Week! Right: An arriving passenger into Auckland encounters many faces in the arrival process. The ‘lean’ pilot study aims to improve the process through teamwork. “This pilot study is a great example The process is called ‘lean’ because of key stakeholders at New it uses less capital, space, time, A better Zealand’s major gateway working materials and people effort to together for a common purpose. deliver the highest quality and most passenger economical products or services in “Our primary aim the most responsive and fl exible way. experience is to provide a From an airport arrival perspective, Auckland Airport and key better welcome for this means looking systemically at partners – Air New Zealand, such processes as queue times, MAF Biosecurity New Zealand, passengers.” baggage wait-times and the provision Aviation Security Service, “At the same time, it is important of passenger information. The fact New Zealand Customs, and to recognise that each of the airport that the airport operates in real-time, Menzies – have combined their partners has different statutory and is asset and customer intensive considerable forces on a new obligations, and will have other – both in terms of passengers, and ‘lean process’ pilot study to service improvement initiatives to in the broad range of partners examine ways to improve the be considered. needed to operate – makes it an arriving passenger experience interesting study. at Auckland Airport. “To achieve our goal, it will require a lot of support from everyone The pilot study, which is being This evaluative study, whilst focused involved and the establishment of a facilitated by Beca, commenced on distinct aspects of the arrival common core practice,” adds Tony. in February 2009 and is expected process at Auckland’s international to report results by the end of terminal, complements other border Lean process is ‘the systematic May 2009. agency initiatives currently under way. approach to eliminating waste from Tony Gollin, Chief Operating processes so that every part of the Offi cer Aeronautical, says: process adds value to the customer’. The inaugural fl ight fl ew in on Fancy a 16 February and marks the commencement of a six-days direct trip a-week service by Eagle Air, a subsidiary of Air New Zealand. to the Previously, customers had to fl y into or out of either Wellington wineries of or Palmerston North and make their way by road to get to the Wairarapa? Wairarapa. This new service The opening of the new saves travellers time and money. Masterton Airport terminal Aucklanders can now enjoy an means travellers to and easy weekend getaway to the from the Wairarapa can region and relish in the fabulous now enjoy a direct link food and wine industry, luxury from Auckland Airport. lodges and country lifestyle. 02 Airport Times The numbers say it all Auckland Airport announced a sound half-year environment and particularly long-haul passenger result last month, despite the current economic volumes; the trans-Tasman market has remained downturn. The airport’s balance sheet is looking strong. healthy and the company has demonstrated resilience to the current economic conditions, 2,872,775 passengers relative to global airport trends. Number of domestic passenger movements. With growth in operating results and signifi cant Up 4.1%. Driven by strong competition. progress in key projects, Auckland Airport strengthens its status as New Zealand’s premier $51.6 million aviation gateway. Profi t after tax, up 5.3%. This excludes the non-cash We cut to the chase and give you the highlights for investment property devaluation. the six months to 31 December 2008 compared to the same time last year: 3.75 cents per share The interim dividend to be paid to AIAL shareholders $184 million on 27 March 2009. Total Auckland International Airport Limited (AIAL) revenue. Up 6.8%. Other highlights 6,630,816 passengers • Opening of new $50 million international terminal pier Total passenger movements through Auckland • Upgrade of the international terminal forecourt Airport. A 2% increase. • Arrival of fi rst-ever A380 aircraft into New Zealand • Commencement of new Pacifi c Blue 3,227,505 passengers trans-Tasman services Number of international passenger movements • New leadership team appointed (excluding transits and transfers). A decrease of • A fully subscribed $130 million bond issue 1.2%. A refl ection of the current global economic Left: Once checked- in your bag takes on Behind the a journey of its own. It will get its very own barcode and can scenes... pass through up to You’ve carefully packed your suitcase with your four security checks before it boards the favourite swimming costume and are ready for aircraft. another overseas adventure. But what happens to your bright-green Samsonite suitcase or tatty old backpack once you have checked it in with your airline? During the check-in process your luggage is weighed and tagged with a unique barcode, which cleverly keeps track of your name and fl ight number to ensure you are happily reunited with your bag, and your favourite bikini, at your fi nal destination. Once it is popped on the conveyer system at check-in it is whisked away into the world of the baggage make-up area. This area is a mezzanine maze of overhead conveyers that transports your bag to its fi rst stop – security screening. Thank you! All international checked-in luggage is x-rayed and Travellers emptied their pockets to the tune of checked through up to four levels of security screening $23,000 in a New Zealand Red Cross bushfi re to ensure all security and safety measures have been met. appeal at Auckland Airport last month. An infrared scanner reads the attached barcode as it Airport emergency offi cers and customer service chugs along metres of conveyers to identify which fl ight it staff jingled collection buckets for six days and is going on, and then siphons it off to the assigned pick-up raised the money in response to the devastating point for your fl ight. bushfi res in the Australian state of Victoria. Thank you for your At this point, baggage handlers collect your luggage and generous donations. use an electronic scanner to read the barcode and record what bag is being collected and which ‘can’ (container) it The New Zealand Red Cross is is loaded into. Each can is then transported and loaded holding its annual appeal soon, with a street collection on into your aircraft. 6 March. If you would like to All this is happening behind the scenes at Auckland help out, please contact Gail Airport while you enjoy a spot of leisurely shopping on 09 262 0942. and a cuppa before boarding your fl ight! Airport Times 03 Right: Thousands of punters will pass through Auckland What’s on in Airport on their way to Ellerslie’s big racing week. Auckland? Auckland Cup Week 28 February, 4 & 7 March If you’re looking for an excuse to throw on the glad rags and party in style, look no further than New Zealand’s biggest and most glamorous horse-racing event, Auckland Cup Week. Race-goers fl ock to Ellerslie for the three-day carnival to witness Australasia’s fi nest thoroughbred horses, jockeys, trainers and fashion icons competing for the biggest prizes in the country! Auckland Airport has been proudly supporting Auckland Cup Week since it began in 2006. “Auckland Airport was identifi ed as an important partner for the day. A self-confessed punter, Simon has been for this event as it is the gateway for many visitors to invited to give his tips for the big races in The New Auckland,” says Auckland Racing Club chief executive Zealand Herald tipping panel. Chris Weaver. “We have decked the international and domestic terminals out in race week branding to raise Only once a year does horse racing of this calibre awareness of the event and to welcome race-goers to stampede through Auckland. Join the tens of thousands Auckland,” he says. of people expected at Ellerslie racecourse. For more information visit: www.aucklandcupweek.co.nz If you are keen to have a fl utter be sure to check out Auckland Airport chief executive Simon Moutter’s tips 11.30am – It’s time for a meeting with Air New Zealand A day in the life of airport manager Greg Edmonds to pass on important information for his ground staff. Cheryl Coldicutt 12.30pm – Lunchtime! Cheryl Coldicutt is a well-known face around 1pm – One of Cheryl’s airline customers stops by for Auckland Airport – where she has worked for an impromptu meeting. four airlines over the past 33 years. As Air New Zealand’s customer airline manager, Cheryl 2pm – Hotel inspections. Cheryl reviews all hotels manages relationships with the airlines for which used for accommodating passengers when fl ights Air New Zealand provides ground services for. are disrupted. Take a peek at a day in Cheryl’s life... 4pm – Cheryl sends information to Air New Zealand’s 6am – Cheryl’s day begins with a brisk walk with shift managers about the next day’s activities to pass her daughter’s Border collie around the streets on to their staff. of Glendowie. 5pm – With another successful day behind her, Cheryl 8am – Arriving at work, Cheryl checks her early-morning heads home. emails, some of which are from airline staff across the 6pm – The day ends with dinner, a glass of her world, and replies to feedback from her airline clients.
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