Airports Throughout Europe and Africa

WorldtracerImportant UIS SUMMER 2014 Poster inside AIRLINE GROUND AGS SERVICES

www.ags-airlinegroundservices.com

GROWTH AN WHAT DO LCCS OUTSOURCING DEVELOPING IN THE ASIAN OVERVIEW WANT FROM AND FACILITIES ROUTES IN A FAST- MARKET OF ISAGO GROUND HANDLERS? MANAGEMENT MOVING WORLD From XS to XXL. Fraport provides the perfect service tailored to every plane.

Every airline customer is unique – and should expect customized service. A ground handling partner with years of experience and expertise, Fraport AG knows exactly what each airline needs. Together, we develop the right solutions designed to meet your specific requirements. Flexibility is a major advantage, especially when we have to get late arriving planes out even faster. We know the processes on the ground and can move into action with speed, precision and efficiency. We put performance first, not size. Let us be your flexible ground handling partner.

Contact the Fraport ground services: +49 (0) 69 690-71101 / [email protected] / www.fraport-groundservices.com

Fraport. The Airport Managers. EDITOR’S LETTER | SUMMER 2014

PARVEEN RAJA Publisher LETTER FROM [email protected]

THE EDITOR ROSA BELLANCA Commercial Director [email protected] elcome to the Summer edition of Airline Ground Services. The new issue has a new editor: my name is BHAVI ATUL Events Coordinator Kirsty Powell, and I’ve worked in and around aviation [email protected] in Europe and the Middle East. I hope I can do as

good a job as my predecessor, Ian. SHELDON PINK WThe focus of this issue, appropriately for Summer, is on growth. Graphic Designer/Production [email protected] Airlines, ground handlers and service providers are seizing new markets, new opportunities, new routes and new technology. This is all in the SHOBHANA PATEL face of decreasing budgets, shrinking turn-around times, and growing Head of Finance fi[email protected] passenger numbers. As we welcome our readers to the 4th GSE Buyers & Ramp Ops CHARLOTTE WILLIS conference, as well as the new Airfield Operations and Preventing Aircraft Events Administrator [email protected] Damage conferences at Dublin’s Four Seasons Hotel, we take a look at Ireland’s flag carrier, Aer Lingus. We also talk to Sky Handling Partner Ltd., an important player in Ireland’s ground handling scene. In light of the 27th IGHC Ground Handling Conference in Kuala Lumpur, we also investigate how ground handlers are exploiting the ever- increasing opportunities to be found in the Asian market. Sadly, as we go to press the tragic events surrounding Malaysia Airlines flight MH370 are still unfolding. Our thoughts are with the families and friends of those

who are missing. Address changes and subscription orders to: [email protected] I hope you enjoy this issue, and I welcome your feedback. Q ISSN 2040-476X

EDITORIAL CONTRIBUTORS Mike Bryant, Martin Courtney, James Graham, Megan Ramsey, David Smith

PUBLISHED TWICE A YEAR BY EVA International Media Ltd 25 Burcott Road, Purley Surrey, CR8 4AD, UK Tel: + 44 (0) 20 8668 9118 Fax: + 44 (0)20 8660 3008 KIRSTY POWELL Website: www.evaint.com

Editor PRINTED BY [email protected] Headley Brothers The Invicta Press, Lower Queens Road Ashford, Kent, TN24 8HH, UK

DISTRIBUTED BY Business Air

WorldtracerImportant UIS SUMMER 2014 Poster inside AIRLINE GROUND AGS SERVICES

www.ags-airlinegroundservices.com format without written permission from

GROWTH AN WHAT DO LCCS OUTSOURCING DEVELOPING IN THE ASIAN OVERVIEW WANT FROM AND FACILITIES ROUTES IN A FAST- MARKET OF ISAGO GROUND HANDLERS? MANAGEMENT MOVING WORLD EVA International Media Ltd

www.ags-airlinegroundservices.com Summer 2014 Airline Ground Services 1 CONTENTS | SUMMER 2014 CONTENTS 4 GROUND 1 Editor’s letter HANDLERS: WHAT’S NEXT? 8 Strategic partners In a competitive business environment where standing still is not an option, Sky Handling Partner operates in airports throughout Europe and Africa. It prides itself on Megan Ramsey looks at how the big its collaborative approach to working with its customers. AGS spoke to Darren Moloney, ground handlers are working hard to Managing Director of Sky Handling Partner Ltd. in Ireland. expand without compromising quality across their networks. 10 Handling growth We investigate how ground handlers are working hard to keep pace with the rapid expansion of the aviation industry throughout Asia and in particular, the Far East.

20 Setting standards for safety IATA gives AGS Magazine a detailed overview of its ISAGO programme, which is setting a global standard in safe operation for airlines and ground handlers.

24 Hard to handle? At the end of the day, all airlines are looking for a good service at a reasonable price from their ground handlers. Mike Bryant investigates how low-cost carriers’ requirements differ from 14 TECHNOLOGY those of the more traditional, legacy airlines. JOURNEY STARTS HERE 26 More than just cleaning Martin Courtney looks at the latest developments in the IT systems used We take a look at two of the major players in the facilities management and outsourcing by airlines, airports and handlers to business, which provide services ranging from aircraft appearance to security, allowing improve staff and customer experience. airlines, airports and handlers to focus on their core business.

34 35 years of service Nigerian ground handler nahco aviance is celebrating 35 years in the business. AGS magazine looks at some of its signiﬁ cant achievements.

35 Bringing background checks to the forefront Procius, which provides background service checks for airside employees, is marking 31 EYES ON its 10th anniversary this month as it helps airlines and retail companies prepare for the THE FUTURE opening of the Terminal 2, The Queen’s Terminal at London Heathrow Airport. Craig Smyth, president and managing director of UK-headquartered handler 40 Routes to success Menzies Aviation (part of John Menzies plc), talks to AGS about track records, David Smith looks at the factors that inﬂ uence route development, so crucial to the targets and talent. success of airlines and airports in the rapidly changing aviation market.

44 Best of all worlds Aer Lingus, Ireland’s ﬂ ag carrier, operates as a ‘value carrier’. It has recently branched out into third-party handling in a partnership with Etihad Airlines at Dublin Airport. We spoke to Chief 36 GROWING MARKETS Operating Ofﬁ cer Fergus Wilson about the opportunities and challenges this creates. AS INDUSTRY EXPANDS 47 Looking back, looking forward James Graham looks at where AGS asked seven ground and cargo handlers what has happened over the last year, opportunities for ground handlers may come in the next decade. and what they think is to come in the next 12 months, for their business and for the industry as a whole.

2 Airline Ground Services Summer 2014 www.ags-airlinegroundservices.com

FEATURE | GROUND HANDLING

GROUND HANDLERS: WHAT’S NEXT? In a competitive business environment where standing still is not an option, the big ground handlers are working hard to expand without compromising quality across their networks

ccording to Gary Chap- in many of our businesses worldwide; (WFS) is perhaps a little more cau- man, president of Dubai- and completed a number of ambitious tious than Chapman, but still optimis- headquartered dnata: projects,” he stated. tic. He commented: “We’ve seen some “Business remains in- Among these, dnata has made some strengthening in our cargo handling tensely competitive and recent acquisitions across a number markets, but it’s coming off a low base. Ait is important to avoid being driven of its core lines of business, not just in Nonetheless, the emerging signs of slow to commodity type pricing. If we are ground handling. It has formed some economic recovery are helpful.” to deliver safe and a consistently high joint ventures with partners, set up standard of service then we need to a new business at Clark in the Philip- OBSERVING THE TRENDS ensure we make a fair return that pines and made progress on a number Nassberg expects that over the enables adequate investment in peo- of key investment projects such as its coming months, growth in individual ple, facilities and equipment. We have dnata City at London’s Heathrow Inter- markets will be slow, though he does good traction and have received some national airport. not expect to see regression. “The pleasing feedback and accolades from Mervyn Walker, executive vice pres- consolidation of handlers in some our customers; gained new contracts ident operations at Menzies Aviation, markets is a challenge, making market noted that 2013 was a good year for the company. It met the fi nancial expectations of its institutional shareholders, bettered its safety and security record of 2012 and completed three acquisitions. However, he also said: “Airline procurement departments are doing a great job and we have had to balance the demands of our biggest cost, our labour force expecting small infl ationary pay awards, and the airlines not wanting this cost passed on. It means we have to improve our productivity relentlessly every year while continuing to grow our customer base and number of stations.” Gary Chapman is president of dnata Mervyn Walker is EVP operations at Barry Nassberg, group chief operat- Menzies Aviation ing offi cer at Worldwide Flight Services

entry more difficult in some cases. The in the handling industry. “The Swiss- opportunities are in expansion to new port/Servisair combination is good for markets, particularly those opening to the sector and we believe it will lead to new handlers for the first time, and the many opportunities for Menzies,” he development of new ancillary services,” said. “Also, we have a large war-chest he believes. and expect to complete another mini- Chapman pointed out that ground mum three, maximum fi ve acquisitions handling is “always a competitive envi- in 2014.” ronment”, making quality of service and Menzies is continuing to invest value for money essential to success. heavily in new GSE, with a preference He considered: “It does seem to be for electrically powered equipment that the trend for airlines (and indeed where airport infrastructure will sup- airports) to outsource their ground port this. The handler has also fi nished handling operations is continuing, the development of its new real-time even in the North American market, Barry Nassberg is group chief operating manpower allocation programme, where airlines have historically self- offi cer at WFS MARS, and started to roll it out at Gat- handled. KPMG estimates that, in wick and Prague airports. 2015, 50% of ground handling will be At dnata, Chapman said that while undertaken by ‘independent’ handlers. OPPORTUNITIES good business opportunities are always This figure was 35% in 2007 and is So what’s the next move? Nassberg of interest, the company is “not seeking expected to grow to 55-60% by 2020 emphasised that WFS is keen to develop to grow and expand just for the sake of – a clear trend and an understandable further in those markets where its it”. He explained: “When we look for one when we consider the challenges presence has, until now, been limited. new business acquisitions we seek busi- of some legacy carriers. Global ground “We’re focused on Africa, where three nesses which have good synergies with handling is estimated to generate stations have been opened in the past 14 our existing core businesses. They must US$50 billion in revenues a year – so months, and at least one or two more are have the potential to provide a good it’s not an insignificant industry!” planned for this year,” he confi rmed. return on our investment and, most Chapman highlighted consolida- Elsewhere: “In the Middle East importantly, we need to be able to see tion – for example, the acquisition we’ll be opening our first station in opportunities to further develop the of Servisair by Swissport in Decem- Amman in early 2014, and expect more business and bring it into line with our ber last year, which Swissport group to follow. South America is another high standards. president and CEO Per Utnegaard area of focus and 2014 will be the year “But it can’t be just about expan- described as “an essential part of Swis- we enter that market. We’ll be further sion. You have to continue invest, and sport’s growth strategy” – as a trend developing our range of premium ser- invest seriously, in what you already that he believes will continue. Many vices, having opened Singapore’s first have in order to maintain market posi- markets, such as the Middle East and arrivals lounge just weeks ago. We tion and ensure the very viability of the Africa, are still rather fragmented, so expect to introduce this service offer- business... Put simply: you can’t stand there is scope for further mergers and ing at a number of new stations in the still if you are to deliver a safe, reliable acquisitions among the numerous coming two years.” and consistent level of service across all smaller players that exist in those re- Like Chapman, Walker is convinced the airports and to all your customers,” gions, he said. that there will be more consolidation he concluded.

6 Airline Ground Services Summer 2014 www.ags-airlinegroundservices.com

INTERVIEW | SKY HANDLING PARTNER

Sky Handling Partner provides the full spectrum of ground handling services

AGSTQPLFUP%BSSFO.PMPOFZ .BOBHJOH%JSFDUPSPG4LZ)BOEMJOH1BSUOFSJO*SFMBOE UPlOE out how the company develops and supports collaborative relationships with its customers across Europe and Africa

ky Handling Partner is a Darren Moloney, Norwegian Air Shuttle, Emirates and subsidiary of Groupe Crit Managing Flybe, and aircraft types ranging from which is based in Paris and Director of regional Saab and ATR42 up to B777 Sky Handling and A380. listed on the Euronext Par- Partner Ltd. is exchange. The handling in Ireland Moloney says, “In the UK and Ssector of the group achieved revenues Ireland operation alone we serviced of €197m for 2013 with operations 103,302 fl ights in 2013 – this aptly covering 10 stations in seven coun- demonstrates the level of volume the tries including France, United King- group has secured in this important dom, Ireland and several African market. Global volume for 2013 ex- locations, with a workforce of ceeds 300,000 fl ights with a further 3,300 staff. increase forecast for 2014.” Depending on the loca- Sky Handling Partner has invested tion, the company’s services in several key technologies to support include the full spectrum its operation. Moloney explains, “On of ground handling ac- the ramp, all ground support equip- tivities. Its customers in- ment is tracked by GPS which provides clude Air France, City- real-time visibility on equipment loca- jet, Lufthansa, SAS, tion including speed, direction and the TAM, British Air- specifi c driver of the unit. Our Ilynx ways, Swiss Airlines, Turnaround Monitoring system, de- Air Canada, Air veloped on a bespoke basis, enables Transat, Westjet, the provision of e-billing services UPS, TNT, DHL, and real-time information fl ow.

8 Airline Ground Services Summer 2014 www.ags-airlinegroundservices.com INTERVIEW | SKY HANDLING PARTNER

The system utilises mobile data capture a signifi cant investment in technology around an aircraft and interfaces into and support systems. He continues, “In our scheduling programme to provide addition, our continued focus on train- a live feed on current station events ing and compliance, and the level of ser- h5IFlSTUQSJPSJUZJT BOE and records a plethora of salient data vice excellence we consistently achieve, XJMMBMXBZTSFNBJO TBGFUZ specifi c to each fl ight serviced. has enabled us to develop long-term 4BGFUZPGPVSTUBGG QBTTFOHFST “Several stations within the group strategic partnerships with our airline BOEUIFBJSDSBGUXFIBOEMFv are ISAGO compliant and the corporate customers. This approach has allowed Darren Moloney objective is to achieve this accreditation us to increase the range of services we across all locations by 2016,” says Molo- offer to individual airlines, for example ney. “The fi rst priority is, and will al- crew transport, supervision etc. ways remain, safety. Safety of our staff, “This collaborative approach is ab- passengers and the aircraft we handle. solutely vital for the future success of In order to support this primary re- any ground handling company and Sky sponsibility the group has a dedicated Handling Partner has worked to ensure in-house Security and Compliance team fi rst-mover advantage in this regard.” who report directly to the board of di- The company’s revenue from rectors. Our commitment to maintain- ground handling has doubled over the ing and further embedding our safety last decade and this has been accom- culture is evidenced by the awards and plished by entering new market loca- accreditations we have received. For ex- tions (Shannon, London City, Lungi) in ample, in Ireland we have secured the strategic partnership with key airlines overall Irish Transport Industry Safety and inorganically by acquiring incum- award for 2012 and have also been the bent ground handling companies such recipient of the NISO (National Irish as Aria Logistics Ltd in London City in Safety and Occupational) award on sev- 2013. Moloney confi rms, “The group is eral occasions. There is a formal train- committed to expanding our network ing and compliance programme that is presence and investing in key airport audited internally by our quality team locations that complement our exist- and externally by our airlines.” ing airline pool. This strategy simulta- Moloney says, “Ground handling, neously acts as an enabler to increase Sky Handling Partner not unlike many industries, has had the number of airlines we serve and operates throughout to adapt and proactively manage the provides opportunities to develop new Europe and Africa economic challenges prevalent in the strategic relationships.” European aviation market since late 2008.” Sky Handling Partner has en- sured it maintains its full spectrum ground handling capability by making

www.ags-airlinegroundservices.com Summer 2014 Airline Ground Services 9 FEATURE | GROUND HANDLING IN ASIA HANDLING GROWTH

The aviation industry is growing in Asia faster than anywhere else, and much of that expansion is being seen in the Far East. At major airports across the region, handlers are working overtime to cope with rapidly increasing demands

mong the many ground ing it to react quickly to accommodating fi c movements through Malaysia’s Se- handlers active in South- large intakes of new staff. nai International Airport. However, for east Asia whose business KL Airport Services (KLAS), which SATSSB, this has represented what it has grown exponentially offers cargo handling, in-fl ight cater- regards as “a positive challenge”. in recent years is Bangkok ing and aircraft maintenance and en- That pace of growth is not likely AFlight Services (BFS), which offers a gineering services as well as ground to slow any time soon, says SATSSB’s full range of ramp, passenger and cargo handling at a number of Malaysian air- deputy CEO Safuan Basir. Indeed, with handling services at the Thai capital’s ports – including in the capital’s busy the ASEAN (Association of South-East Suvarnabhumi International Airport. Kuala Lumpur International Airport – Asian Nations) Open Skies policy likely In fact, BFS has grown at a rate of more has grown almost 150% in the last fi ve to come into force during 2015, the air- than 10% a year since it started operat- years. Despite this rapid rate of growth, port operator and handler expects its ing there in 2006 and currently, on aver- “We have managed relatively well due business to increase still further. age, brings over 100 new staff into the to a combination of adequate resources, Located south of KLIA and not far organisation every month. funding and human capital manage- north of another busy aviation hub, Sin- Consequently, says BFS managing ment,” explains Kam Weng Woo, Head gapore’s Changi International Airport, director Stewart Sinclair, it has become of Business Development & Integrated Senai International has continued to part of the handler’s culture to manage Logistics Services of KLAS. develop despite its proximity to these that growth. Coping effectively with “However, the continued growth at major gateways. It provides a useful al- that rate of expansion means address- such a pace is not sustainable, with the ternative and complements the capacity ing resource planning issues relating to biggest emerging challenge being the of Changi and KLIA in both commer- equipment and staff, including recruit- shortage of skilled manpower. With the cial and general aviation, he believes. ment, uniform issuance, initial and sub- growth of LCCs and other industries, Increasing demand has led SATSSB to sequent refresher training, and much the ground handling industry is experi- invest heavily in new infrastructure and more, he notes. encing high turnover, due largely to the new service provision since it took over It is not always easy to predict equip- many opportunities available in the job operations at the airport in 2003. ment requirements early enough to cope market. Front-line ground handling is Being a private sector airport op- with the rapid pace of growth being expe- also not as appealing to Generations Y erator and handler has given it certain rienced. Typically, BFS has only between and Z,” he continues. advantages over some of the state- 60 and 90 days’ notice that it has been Senai Airport Terminal Services Sdn owned handlers that have dominated selected by a carrier as its handler before Bhd (SATSSB) has also had to handle an the ground handling sector in many Far starting work for the airline, whereas the increasing number of aircraft and traf- Eastern markets. Being a commercial equipment required to handle the ad- operation has allowed it to control man- ditional tasking usually takes four to six Kam Weng Woo, aging and packaging the airport’s prod- months from ordering to delivery. Thus, head of business ucts – including its ground handling – “We have to do a fair amount of ‘crystal development and thereby provide cost-effective solu- ball’ gazing to try and stay ahead of the and integrated tions to potential customers. “We believe logistics services, curve,” Sinclair points out. However, BFS KLAS there are big opportunities for more pri- is at least in the fortunate position that it vately owned airports in this region sim- has the facilities and qualifi ed staff to un- ply to cater to the growing demand and dertake its own employee training, allow- connectivity within this region,” he adds.

10 Airline Ground Services Summer 2014 www.ags-airlinegroundservices.com FEATURE | GROUND HANDLING IN ASIA

dlers. However, there is signifi cant po- ible and cost-effective handlers, regard- AN EVOLVING MARKET tential for major handling companies to less of their ownership. The ground handling business has partner, and perhaps form joint ventures, According to KLAS’ Woo, recent changed over recent years, perhaps with the smaller and secondary handlers years haves seen the development of as much in Asia as anywhere else. The in order to expand their coverage. a more competitive environment in main difference may be simply one of Along with this growth in both air- which handlers must operate and with scope, so many new airports having been port and handler numbers has come a the ASEAN Open Skies agreement al- opened across the Far East over the last fundamental change in the nature of most certain to be effective aas ofs ofi n 10-15 years. airline-handler contracts, with a move December 2015, the market will be fur- Ten years ago, there were only one or in many countries away from the tra- ther liberalised. In the past, most of the two handlers in the majority of the region’s ditional reciprocal handling deals that Far Eastern markets were the province major airports, while over the last decade were endemic throughout Asia. Whilst of just one or two ground handlers but, we have seen major hubs like Changi, many legacy Asian carriers do continue with the gradual implementation of the KLIA and Bangkok all welcome many to adhere to reciprocal arrangements, open skies, KLAS will is expected to see more ground handling providers to their the new carrier entrants to the market, the entry of the big players into some of aprons, both to cater to the increasing de- notably the LCCs, look for the most fl ex- the growing markets. mand from carriers and to create a more Not all handlers agree that the sec- competitive environment for airport han- tor is becoming suffi ciently liberalised. dling and related service provision. One who spoke to AGS notes that in According to SATSSB’s Safuan Basir, many locations the market continues to LCCs fl ying through the region are likely be skewed by national or local laws and to represent the majority customers for regulations that either prevent foreign these secondary, new-entrant ground handlers from operating at all in some handlers, these airlines’ operations being locations, or at least make it very diffi - characterised by higher fl ight frequencies cult for them to compete effectively by and quick turnaround times; he believes favouring local handlers (which may on that the ‘pioneer’ handling companies will occasion be local airlines). continue to cater for the long-haul and full-services fl ights because of their big- Emirates is one of the many carrier ADAPTING ger resources and comparative strength customers of BFS at Suvarnabhumi The ground handling business used of position in relation to the newer han- to be well defi ned;, with the various

We Do It. We Just Do It Differently.

Bigger Doesn’t Always Mean Better... At ATS, our size can be measured by our ability to respond to the unique needs of our customers. With our focus on people, safety and operations, our business model provides a level of customer intimacy that you can’t ﬁnd with the big guys.

Learn more about our special blend of services at www.ATSSTL.com

AIRPORT TERMINAL SERVICES WINGTIPS YOUR TRAVEL LOUNGE

www.ags-airlinegroundservices.com Summer 2014 Airline Ground Services 11 FEATURE | GROUND HANDLING IN ASIA

responsibilities of passenger handling, ness processes has have also impacted ramp handling, fl ight operations to what is traditionally a skilled manpow- be provided frequently negotiated er-based service, Woo considers. He as a package. Now it is much more notes that KLAS has diversifi ed its rev- segmented. With the proliferation of enue stream and from a 100% depend- self-service kiosks and web check-in, encye on ground handling business, it the requirement for check-in agents is now deriving ancillary revenues from has reduced in scope and numbers. aviation-related but non-ground han- Centralised load control is now much dling activities such as the rental of fa- more common, more and more airlines cilities, passenger loading bridge opera- do not need to buy the full weight tions and integrated logistics. This now and balance services from the ground represents 22% of KLAS’ total revenue KLAS operates at a number of Malaysian handlers, further reducing costs for and the handler is hoping to increase it airports, including Kuala Lumpur the airline. The impact to the ground to 30%. International Airport handler is reduced revenue, due to being There is widespread consensus that asked to provide fewer services to be the nature of the Asian ground handling also continue to evolve. For BFS’s Sin- provided and a narrower scope of duties. market will continue to change and that clair, like KLAS’s Woo, one of the big- Automation and simplifying busi- the challenges facing handlers there will gest issues to be faced is the decreasing availability of appropriate staff. Gener- ally, the rate of unemployment in Asia is low, and in South-east Asia it is very low – there is less than 1% unemployment in Thailand, BFS’s home base, for example – so fi nding high quality Eng- lish-speaking customer service agents is a challenge, Sinclair reports. Plus, handlers are constantly having to increase staff remuneration just in order to remain competitive. This steadily increasing cost base is why a lot of handlers now prefer two-year contracts with airlines to longer term fi xed contracts, he says. The importance of LCCs to the region’s aviation sector has already been al- luded to and Sinclair is very much of the opinion that these airlines will have the same effect in Asia as they did in Europe and the US, in that they will fuel huge ing years as we attempt to replace current human functions with automated and rapid growth in the region’s aviation systems and processes.” (and handling) sector. He notes that the While Edwards agrees with his fellow ground service providers that the devel- pure LCC model is evolving to offer bun- opment of LCCs (in particular new Asian carriers such as AirAsia, Jetstar and dled add-on services at a quicker rate in Tiger Airways) have caused handlers to adapt their business models to meet the Asia than originally happened in Europe TQFDJlDOFFETPGUIFTFBJSMJOFT IFBMTPQPJOUTUPBOPUIFSSPMFUIBUIBTDIBOHFE or the US and that Asian LCCs have car- TJHOJlDBOUMZJOOBUVSFPWFSSFDFOUZFBSTnBJSGSFJHIUIBOEMJOH ried cargo almost since the launch of the Since 2008, cargo tonnages have fallen, and the increased use of belly cargo model on the continent – as opposed, in widebody passenger aircraft means that fewer dedicated freighters are now at least initially, to LCC operations in operating in the market. But, despite the focus for handlers being these days Europe and the US, despite having the WFSZNVDIPOPOUJNFQFSGPSNBODF UIFUVSOBSPVOEPGQBTTFOHFSmJHIUTJTBT same rapid turnaround ground times of complex as ever, with numerous different agencies and their vehicles crowding 25-30 minutes across all the continents. around an aircraft trying to achieve a quick and successful turnaround. LCCs are not the traditional ground &EXBSETDBOQPJOUUPBOVNCFSPGUSFOETUIBUIFSFBEJMZJEFOUJlFTXJMMFGGFDU handler’s market and the handlers need an already changing Asian ground handling market. For example, the increasing to be agile and fl exible enough to accom- SBOHF PG UXJOFOHJOF XJEFCPEZ BJSDSBGU XJMM CSJOH QSFWJPVTMZ EJGlDVMU QPJOUUP modate the LCCs and their passengers’ point destinations within range, he believes. “We expect airlines to expand their needs. Moreover, most large LCCs are services to secondary destination in the region and the continued growth of big enough to self-handle, thus further LCCs will open up other new markets. eroding the available markets.

“Environmental pressure has had little impact in the region, with some ex- INVESTMENT ceptions such as Australia and New Zealand. However, it is inevitable this will Of course, while the cost of labour is change as time goes on and we will see policies taking into account environmen- certainly increasing in South-east Asia, tal needs,” Edwards continues. “And, as for technology, my vision as a passenger ground handling staff remain relatively of leaving home and sitting in my seat on the aircraft without having interacted inexpensive and, as a result perhaps, with any ground handler, airport or airline personnel is appealing. As a ground Sinclair believes that there has up to now IBOEMFS IPXFWFS XFOFFEUPlOEXBZTUPBEEWBMVFUPDVTUPNFSTnUPBEPQUBOE been no real focus on the part of many BEBQUUPUFDIOPMPHZJOPSEFSUPCFOFlUBMMPVSTUBLFIPMEFSTv handlers to employ modern technology

12 Airline Ground Services Summer 2014 www.ags-airlinegroundservices.com FEATURE | GROUND HANDLING IN ASIA

to replace people. This is a shame, he says, believing that the sector should always be looking for areas in which to improve productivity. While he thinks that for many handlers the process of automation will remain a secondary consideration until the economics of the industry positively force it, Sinclair points out that BFS has invested heavily in modern technology, For HANDLING AIR ASSISTANCES :;;:8I>K:B6C6<:B:CI example, it has spent the last three years developing its own IT systems and now boasts a suite of tools covering such I=GDJ<=FJ6A>IN! handling-support tasks as resource planning and allocation, time and attendance, purchasing, cargo and billing. “We are H6;:IN!H:8JG>IN6C9 continuing to develop our real-time tools to ensure we max- imise the use of our resources at all times,” he insists. :CK>GDCB:CI# As new-generation aircraft are introduced into the region, ground handlers need to upgrade their equipment to match the technological needs of the aircraft. With the tightening of Environmental environmental laws, are also tightening and may result in more investment is required to address this issue. Environmentallyly friendly equipment is generally more expensive. In the ASEAN region especially, the growth of LCCs will continue with the move towards Open Skies policy. More LCCs will start operations to tap into a market contain- ing a population base of one billion population base, while existing LCCs will increase their frequency. New airports and terminals are also being built and completed – these will also pose a challenge to ground handlers as they need to spread their operations over different terminals, thus potentially increasing costs. The Malaysian ground handling business is fairly typical of most other Asian countries, KLAS’ Woo states. “KLIA is still growing, albeit at a slower pace than some fjVa^in of the gateways in the region, and this has made it tough to grow at the pace we would like to,” he says. “Regula- igV^c^c\ tions and laws are still pro-business, however, making it much easier to operate than in many other countries hZXjg^in where restrictive policies and regulations inhibit the hV[Zin scope of ground handlers.”

SOMETHING A LITTLE DIFFERENT As in any industry, individual handlers try to set themselves apart from the competition and offer something different, or just something better, than their rivals. For Sinclair, providing a flexible approach to BFS’s customers is important, such that client carriers can select which services they want and the company can then look to specifically tailor a package for them. 6E>DC::G>C<K>:LD; For some airline customers, BFS provides everything from station management down, so carrier clients do I=:C<LDGA9 not need to have their own representatives on-site; “We act as if we were the airline,” he says. For certain carrier customers, BFS staff are dressed in the airline’s uniform, 8dbbZgX^VaVk^Vi^dc]VcYa^c\$;gZ^\]i]VcYa^c\ while others are in the handler’s own uniform – it really HidgV\Z$:mZXji^kZ6k^Vi^dc$IgV^c^c\# depends on what the customer wants and whether the price associated with varying degrees of dedicated staff is desirable or whether a more generic approach is suf- ficient for their requirements, he observes. And, at Senai, being an airport operator, management company and ground handler, SATSSB can offer its custom- © photo Corinne Platon ers a one-stop-shop providing the full range of airport operations. The economies of scale accrued as a result mean that costs can be kept down, while SATSSB also has the financial muscle to invest in major development projects such Création as its Senai Airport Aviation Park, designed to provide a more cost-competitive option for aircraft hangaring, main- lll#bVe"]VcYa^c\#Xdb tenance, repair and overhaul (MRO), fixed-based operator XdciVXi5bVe"]VcYa^c\#Xdb (FBO) and business aviation activities.

www.ags-airlinegroundservices.com Summer 2014 Airline Ground Services 13 FOCUS | INFORMATION TECHNOLOGY

The aviation industry is steadily upgrading its IT systems to provide a 21st Century staff and passenger experience TECHNOLOGY JOURNEY STARTS HERE

irports, airlines and bag- User Terminal Equipment (CUTE) and gage handling companies Common Use Passenger Processing are busy upgrading their System (CUPPS) platforms which IT systems to support a help airlines, airports and baggage wealth of new applica- handling agents to share the cost of IT Ations and services, including greater infrastructure by enabling staff to work mobility for staff and passengers, im- at any desk, gate or workstation. proved automation and self service op- Heathrow Airport plans to install tions, and better collaboration between ARINC’s iMUSE CUTE application at themselves and their aviation industry Terminal 2 in time for its opening in partners in an effort to improve the pas- 2014, where the software will support senger experience, reduce their own op- 378 check-in desks and boarding gates, erational costs and open up new sourc- eventually processing 20m passengers es of revenue. per year. Heathrow AOC chair David Wild- COMMON USE SYSTEMS Nick Gates, portoﬂ io director, SITA ing highlighted the software’s ability Many of those upgrades rest on Common to help the airport process passengers

14 Airline Ground Services Summer 2014 www.ags-airlinegroundservices.com A better tomorrow begins today

We won’t just turn around your aircraft We will turn around how you feel about cargo, passenger and ramp handling.

To ﬁnd out about how we can help you call: +1 303 376 6908 or email: [email protected]

Consolidated Aviation Services www.casusa.com Lets do something better FOCUS | INFORMATION TECHNOLOGY

faster and more efficiently ‘through sharing airport infrastructure and resources’ as ‘pivotal’ to Heathrow’s mis- sion to improve its customer service levels by helping passengers get to their flights as quickly as possible. “Airports may provide CUTE systems for free, but in reality airlines might be paying for them through passenger fees and aircraft landing fees, or billing functions which basically charge the airline for using the system,” said Nick Gates, portfolio director at aviation industry IT supplier SITA. Alongside common use equipment and cloud based applications and services which remove the need to have full feature desktop PCs for staff use, the increased use of self service platforms for passengers is also key to reducing operational expense of all parties, especially when it comes to the use of mobile applications for check-in, boarding and baggage tracking. “You will always need something for old fashioned style travellers, but anything supporting automated check-in and to replace aging kiosks and check- in desks [will be widely implemented],” said ServiceTec site support manager for Heathrow Airport, Chris Newman. “If you think about the old way of travelling, the paper used for boarding passes, bag tags or passenger lists does not cost much but printers do,” said Gates. “You have to maintain printers and change ink and so on, so there is quite a large maintenance overhead – support costs which [increased use of] mobile phone apps could reduce.” worldwide flights at Keflavik Interna- lines] when it comes to the adoption tional Airport in 2014. The new system of IT,” said SITA’s Gates. “But there is is expected to reduce or even complete- a lot more use of baggage verification ly remove the need for ground handlers systems which make sure bags are go- “But there is a lot more use of to teletype digital messages to manage ing on the right aircraft … [plus] opera- CBHHBHFWFSJlDBUJPOTZTUFNT baggage processes, including check-in, tions and systems for resource manage- which make sure bags are going tracking and loading. ment to make sure they [baggage han- on the right aircraft” “The repercussions will be immedi- dlers] have the right people in place, ately felt by all stakeholders in our hub, [and support] task allocation and man- including passengers who can expect agement for mobile devices.” an improvement in punctuality and Ground handling company Servi- GROUND HANDLING AND quicker baggage delivery, while ground sair announced in October 2013 that BAGGAGE SYSTEMS handlers will have a much more effi- it would deploy Damarel’s LodeStone New baggage reconciliation systems cient and user-friendly system,” com- weight and balance solution for Thom- designed to automate the baggage mented Icelandair ground operations son Airways 787 Dreamliner aircraft tracking, loading and management, both vice president Ástþór Ingason who ex- flight departures from East Midlands to improve the passenger experience and pects to see ‘heavy’ savings on teletype Airport, with the Dreamliner’s complex remove cost and complexity from airport messaging costs. mix of container sizes allowed in each and ground handling service operations Precise details are yet to emerge, section of the aircraft’s hold demanding are also being widely installed. but the platform will be integrated into software which load controllers could Amadeus announced an agreement Amadeus Airport IT portfolio and Altéa use to optimise weight whilst comply- with Icelandair which will see the two DCS platform with all data required to ing with regulations. Azzura Ground companies jointly develop a baggage manage baggage hosted in Amadeus’s Handling Services used the same com- reconciliation system that provides Data Centre and available via an appli- pany’s Babel GUI Common Language real-time, automated loading, track- cation interface. Front-End and Embark Automated ing and management of passenger lug- “I would say baggage handlers are Gate Boarding solution on its CUTE gage set to be deployed on all Icelandair lagging a bit behind [airports and air- systems installed at London Heath-

16 Airline Ground Services Summer 2014 www.ags-airlinegroundservices.com FOCUS | INFORMATION TECHNOLOGY

‘cloud’ but there is a bit of a catch up FIDS AND DISPLAYS [with the rest of the IT industry],” said Many vendors are currently installing Peter Ball, head of aviation develop- large format displays for use in digital ment at Zafire which provides a range signage systems within airports, including of cloud based applications and services Samsung which also manufactures a to the aviation industry, including de- range of smartphone and tablet devices parture control, baggage reconciliation that airports are beginning to issue to and management, and bag tracking staff in greater volumes. systems. “But the organisations which Sacramento International Airport’s bring a lot of legacy, hardware orien- Central Terminal B, which opened in tated systems are less willing.” October 2011, features 250 flight information display system (FIDS) with A-CDM BOOSTS 32-57 inch Samsung monitors, for ex- INFORMATION SHARING ample. Samsung has also harnessed its Cutting their own costs in tandem with mobile tablet technology as a replace- speeding up passenger journies relies in ment or supplement to FIDS systems no small part on improved collaboration at Gatwick Airport, where its Samsung and information sharing between Galaxy Tab device has replaced tradi- airlines, airports and baggage handlers. tional large scale matrix information Amadeus is currently working with screens which are generally more ex- Munich and Copenhagen airports on pensive to operate and maintain. Over the development of two new airport IT 160 devices – dubbed ‘info tabs’ - will solutions based on its Airport Sequence be placed at strategic locations within Manager and Airport Fixed Resource the airport’s north and south termi- Optimiser applications as part of a nal’s during the course of 2014, provid- broader airport collaborative decision ing passengers with access to relevant making (A-CDM) initiative. The Air- flight information when flight details port Sequence Manager optimises flight are keyed in, with plans to add Goog- departure runway sequencing, sharing le Maps for terminal navigation and data between airport operators, ground games to entertain those suffering flight handlers and airlines to improve depar- delays at a later date. ture and arrival predictions and assess “These Samsung devices provide a the impact of adverse weather condi- much simpler tool for our passengers. tions on flight times to speed up aircraft They have really low maintenance costs turnaround and make the best of avail- as we manage them remotely through able airport capacity. a web browser,” said Gatwick Airport “Munich was a pioneer of A-CDM, chief information officer Michael Ibbit- but before putting an IT system be- son in a statement. hind what you want to do you need to Tokyo is another airport to make row’s Terminal 4, which will gradually implement the process defined by your use of digital signage for passenger in- expanded to cover Malaysia Airlines, control, which are about the milestones formation, with around 100 installed SriLankan Airlines, Gulf Air, Air Malta, when you report to the airport manage- throughout the airport. The digital sig- Uzbekistan Airways, Azerbaijan Air- ment team, like different readiness for nage interacts with information fed to it lines and Romanian Airlines (Tarom). each aircraft, for example,” explained from customer smartphones, like esti- Babel and Embark provide a graphi- Yannick Benardeau, commercial direc- mated queuing time based on how long cal user interface that links disparate tor for airport solutions at Amadeus. previous passengers have taken before airline DCS check-in systems under a “It [Munich Airport] developed the holding up their phone to have a bar- single application to give staff access to IT to support this by itself based on code read by security check-in systems. multiple information databases. what they did in past years, but in the meantime they needed to refresh the MOBILITY PLAYING CLOUD HOSTED, SAAS MODEL technology behind that and re-engineer INCREASINGLY IMPORTANT ROLE Damarel’s L-DCS and LodeStone some of the components. And we are Mobile devices are certainly taking an passenger check-in, boarding and getting some manual processes auto- increasingly active role in the IT systems weight and balance applications are also mated, such as the departure sequences being deployed by airports, airlines provided under a cloud based software for the runways, de-icing management and ground handling companies, with as a service (SaaS) model. Norwich and other functions.” both passenger and staff facing systems International Airport is a customer, Elsewhere global security company coming to the fore. Australian regional accessing data and applications hosted Northrop Grumman is to provide the airline QuantasLink installed Zafire’s in Damarel’s UK data centre, with analytics module of its Airport Real- FirstFIDS flight information display airport facilities manager Mel Gray time Collaboration (ARC) service to system in 2013 as it looked to improve citing the relatively low cost of the pay Dubai Air Navigation Services (DANS) communication between its ground as you go licensing model compared to a – software which provides historical handlers and ramp managers in airports client based, on-premise equivalent. analysis and reporting on airport oper- including Adelaide, Brisbane, Cairns, “Every one of our customers is using ations to help improve resource alloca- Melbourne, Perth and Sydney. The browser based apps – people are now tion and predictability whilst support- software was live on 50 mobile devices much more comfortable with the term ing A-CDM initiatives. used by staff as of December 2013,

www.ags-airlinegroundservices.com Summer 2014 Airline Ground Services 17 FOCUS | INFORMATION TECHNOLOGY

with further rollouts planned for 2014. And Ultra Electronics is currently In many countries sovereign border FirstFIDS is a cloud hosted platform installing a range of hardware and control agencies are not yet ready to en- which constantly updates fl ight arrival, software platforms at Viracopos Inter- dorse completely automated passport departure, terminal and departure national Airport in Brazil as part of its check-in processes, and kiosks will is- information on mobile devices, including terminal renovation project, including sue receipts before passengers are di- smartphonesÆ and tablets. CUPPs, baggage reconciliation, FIDS, rected to offers for fi nal verifi cation. Elsewhere Acciona Airport Services resource management and airport op- “It is challenging but there is lots of (AAS), the airport handling services operational database (AODB) systems work going on to try and alleviate the erator present at eight airports in Spain after securing a subcontract from John- system by sharing data in advance of and Germany, introduced a mobile son Controls in September 2013. passengers travelling,” said SITA’s Gates. communication system from INFORM North American airports have in- in May 2013. The AAS platform at Pal- stalled systems able to process US and ma de Mallorca Airport was upgraded Canadian citizens only include Seattle- to support the GroundStar Mobility & Tacoma, Vancouver, Toronto, Chicago, Web Solution in the same year, with DFW, Montreal, Miami and New York staff accessing real time baggage han- JFK with Pittsburgh set to go live in the dling task and status information from Spring of 2014. Orlando has gone one their smartphones and/or PDAs using a further by installing biometric enabled customised INFORM mobile app. kiosks which can be used by Interna- In many cases, airports are con- tional passengers who have received tracting a single vendor to supply a Electronic System for Travel Authori- multitude of different systems in the Samsung information tablet zation (ESTA) approval prior to fl ying hope that this approach can foster – the fruits of a collaboration between more effi cient data sharing, integration SITA, Vision-Box and the US Customs and collaboration. ARINC supplied a and Border Protection Agency. The range of systems at RAK International BIOMETRIC BORDER kiosks allow passengers to have their Airport in 2013, with a core suite of CONTROLS SPEED TRAVEL passport automatically read, submit airport passenger processing solutions Part of the broader shift to passenger their fi ngerprints and have their facial which included operational systems, self service systems involves border image captured using its touch screen. the vMUSE CUPPS system, AirVue controls, with airports currently FIDS and AirDB 7 AODB system go- installing biometric systems - eGates, FACIAL RECOGNITION TECHNOLOGY ing live in October of that year. The automated passport control or global SITA’s iBorders platform also powers AirVue FIDS system provides real time entry kiosks - that enable passengers Dublin Airport’s automatic border fl ight information to passgners blended to scan their passports and answer control at the newly built Terminal with multimedia content including TV customs declaration questions using 2 which uses NEC’s NeoFace facial streaming and advertising. self-service kiosks. recognition software to check that a passenger is not on any border control checklist. The system put in place by the Irish Naturalisation and Immigration Service (INIS) and the Dublin Airport Authority (DAA) in May 2013, only handles passengers which have pre- registered their details as part of e-Visa schemes, however. Automated passport control kiosks are also being integrated with digital *ONBOZDBTFT signage options that provide passen- airports are gers with additional information or contracting a marketing/advertising opportunities single vendor to that deliver additional revenue streams TVQQMZBNVMUJUVEF for the airport itself, as happened with of different the installation at George Bush Inter- TZTUFNTJOUIF continental Airport in partnership with hope that this technology providers GCR and Hou- approach can foster ston Airport System (HAS). NPSFFGlDJFOUEBUB Even where border control still re- sharing, integration lies on manual inspection at the insist- and collaboration ence of local authorities, facial recognition can still play a part in broader security initiatives. Sochi Airport in Russia recently used images supplied by Broadway’s 3D Face Recognition System to identify athletes, fans and dignitaries visiting the 2014 Winter Olympics, but also as a way of verifying system access for its own employees.

18 Airline Ground Services Summer 2014 www.ags-airlinegroundservices.com Delivering operational excellence below the wing. Enhancing passenger experience above.

Aircraft Service Fleet Resource Contract Web ,QYHQWRU\ Financial Business TurnaroundAircraft CaptureService ManagementFleet ResourcePlanning Contract& Asset PortalWeb ,QYHQWRU\& Stock ManagementFinancial IntelligenceBusiness Turnaround Capture Management Planning & Asset Portal & Stock Management Intelligence The MOST comprehensive aviation service management solution available: Complete service capture leading to accurate billing and fewer disputes The MOST comprehensive aviation service management solution available: 5HVRXUFHRSWLPLVDWLRQLQFOXGLQJSHRSOHVNLOOVÁHHWDQGHTXLSPHQW Complete service capture leading to accurate billing and fewer disputes 0RELOLVHJURXQGFUHZV LQFUHDVHHIÀFLHQF\ZLWKSRZHUIXOLQWXLWLYHPRELOHVROXWLRQV 5HVRXUFHRSWLPLVDWLRQLQFOXGLQJSHRSOHVNLOOVÁHHWDQGHTXLSPHQW 7RWDOFRQWURORIKLJKYROXPHWLPHFULWLFDOWDVNVIRUWLPHO\WXUQDURXQGV 0RELOLVHJURXQGFUHZV LQFUHDVHHIÀFLHQF\ZLWKSRZHUIXOLQWXLWLYHPRELOHVROXWLRQV $QHDV\WRXVHFRVWHIIHFWLYHFORXGEDVHGVROXWLRQ 7RWDOFRQWURORIKLJKYROXPHWLPHFULWLFDOWDVNVIRUWLPHO\WXUQDURXQGV $QHDV\WRXVHFRVWHIIHFWLYHFORXGEDVHGVROXWLRQ Contact 7RWDOFRQWURORIKLJKYROXPHWLPHFULWLFDOWDVNVIRUWLPHO\WX the Zafire team today: UQDURXQGV $QHDV\WRXVHFRVWHIIHFWLYHFORXGEDVHGVROXWLRQ T +44 (0) 1295 701 810 E DYLDWLRQ#]DÀUHFRP Find us on 2UVFDQKHUH

www.zafire.com/aviationContact the Zafire team today:

T E Find us on Advert 215X275.indd+44 (0) 1 1295 701 810 DYLDWLRQ#]DÀUHFRP 2UVFDQKHUH28/01/2014 15:21:23

www.zafire.com/aviation FOCUS | ISAGO

SETTING STANDARDS FOR SAFETY In an ever-changing and increasingly complex environment, IATA’s Safety Audit for Ground Operations (ISAGO) is setting a global standard for airlines and ground handlers. As the programme enters its sixth year, IATA gave AGS Magazine a detailed overview of ISAGO and its strategy for safe ground handling.

BUILDING STANDARDS years, the airlines and the providers had the ‘how to do’ ground operations in THROUGH EXPERTISE to develop their own ground operations an industry accepted manner, while With the growth of air traffic, airport manuals and practices/checklists used the IATA Ground Damage Database operations have become increasingly when performing station provider’s (GDDB) provides performance moni- complex. More and larger aircraft oversight audits. Since these are not toring for both IGOM and ISAGO. Un- manoeuvring on crowded airport standardised, there is more room for til the launch of the GDDB, there was surfaces, an increase in ground support error or large gaps of effi ciency. no worldwide source for reliable data equipment, and faster turnaround The IATA Safety Audit for Ground regarding ground damage—which is times all contribute to the challenge Operations (ISAGO) is the industry’s vital in order to understand the scope of improving operational safety on the fi rst global standard for the oversight of the issue and to reliably measure im- ground. and auditing of ground service provid- provements brought about through the Complicating this task is the fact ers (GSPs). It aims to improve safety implementation of ISAGO and IGOM. that the ground handling area lacks and reduce airline costs by drastically Both ISAGO and IGOM have been standardised oversight and harmo- reducing ground accidents and injuries, put together with industry partners in- nised requirements for ground opera- while driving down the number of du- cluding airlines, GSPs, regulators, air- tions procedures, processes and general plicate or redundant audits. ports, and cargo handlers, in order to oversight when these activities are out- In tandem, the IATA Ground Op- support standardisation, and effi ciency, sourced by airlines. As a result, over the erations Manual (IGOM) provides resulting in less confusion when handling aircraft and a reduction in costs. One example is in the area of ground staff training. Modelled on the hugely-successful ISAGO IATA Operational Safety Audit (IOSA) IGOM framework, ISAGO is conducted on a

two-year cycle at both headquarters

and station levels of a ground handling

company. ISAGO is applicable to in-

dependent ground handlers as well as

airline-owned subsidiaries or airline

Airport Handling embedded GSPs, regardless of size. The

Manual scope of the audit is tailored to the range

of activities conducted by the GSP to be audited at a particular airport. There- CARGO LOAD MAIL PAX BAGGAGE GSE CATERING SLA / SGHA fore, any GSP is welcome to apply for the ISAGO registration audit. Typically,

20 Airline Ground Services Summer 2014 www.ags-airlinegroundservices.com FOCUS | ISAGO

audits that take place at headquarters INTEGRATED SOLUTIONS Three ISAGO workshops were held in are conducted by IATA-accredited au- 2013. One more is to be held this spring dit organisations and take two days to *"5"IBTQMBDFETJHOJlDBOUFNQIBTJTPO in Paris. The feedback received from complete. Station audits are conducted the implementation of Integrated Solu- these sessions clearly indicated that by airline auditors and their duration is tions for Ground Operations which to- regulators should make more use of dependent on the scope of the audit. gether with ISAGO also covers: programmes such as ISAGO. As of 31 December 2013, more than 700 ISAGO audits had been completed; WHY SIGN UP TO ISAGO? close to 200 audits were performed in IATA GROUND OPERATIONAL Working with the members, GSPs, audit 2013. There are more than 140 ground MANUAL (IGOM) organisations, regulators, airports and service providers in the ISAGO registry IGOM was developed in response to in- others, IATA’s internationally recognised providing services at over 240 stations dustry demands for standardisation of auditing activities aim to achieve the and 170 airports worldwide. processes to enhance safety and reduce following benefi ts: The growth and development of damage and injury within ground opera- • Safer ground operations, fewer ISAGO is attributed to the 44 ISAGO tions. IGOM covers the complex series of accidents and injuries pool member airlines that have made processes required to separate an air- • Elimination of redundant audits the programme stronger than ever. craft from its load (passengers, baggage, from airlines – one ISAGO audit in Each one of them has provided an army cargo and mail) on arrival and combine place of multiple airline audits of auditors in the implementation of it with its load prior to departure. IGOM • Reduced injury and ground standards that typically exceed relevant is the core ‘how to do’ manual for all damage costs regulatory requirements. For some pool ground operations and provides stand- • Uniform audit process and members, audit reduction is as high as ard procedures, instructions, score cards consistently applied harmonised 53%, depending on how ISAGO is in- for the frontline personnel. standards corporated in their own quality assur- • Improved safety oversight ance program (QAP). The more ISAGO • Improved quality standards is incorporated in the airline’s QAP, the GLOBAL AVIATION DATA • Enhanced understanding of high more effective ISAGO becomes and the MANAGEMENT (GADM) risk areas within ground operations greater are the benefi ts achieved. This is a data management system sup- • Direct feedback from ISAGO audits porting the collection and integration to standards and procedures groups ISAGO AROUND THE WORLD of data from various sources (IOSA, to address areas of concern means In general, the programme is very STEADS, FDX, ISAGO, GDDB etc.) to per- rapid correction of inconsistencies well accepted by the ground handling form comprehensive safety analysis to community as ISAGO is offering a identify risks and measure performance. On average, 22% of audits can be solution for airlines, GSPs, as well for Information gained will be used by the reduced per operator via their partici- airports and regulators. Many GSPs aviation industry to manage and miti- pation in the ISAGO pool. This occurs switched from ISO: 9001 certifi cation gate risks. in terms of reduction of cost for over- to ISAGO registration. Several countries sight, though it varies depending on the have mandated ISAGO registration as require ISAGO registration for ground size of the operator. For example, how a condition of receiving an operating handlers. many GSPs do they use? How ‘big’ is license, for example, Lebanon, Turkey IATA also signed a Memorandum of their contribution to the pool (meaning and Kazakhstan. Individual airports Understanding (MoU) with the Euro- number of ISAGO audits they need to including Seattle-Tacoma (US), Montego pean Civil Aviation Conference (ECAC) perform under the pool concept)? But Bay (Jamaica), Amsterdam (The to help increase awareness of the audit in all cases, the latest studies prove that Netherlands) and Toronto (Canada) also programme among ECAC members. all the operators experience signifi cant

ISAGO Audit Pool 2014 : 42 member airlines

Europe -Adria -CSA -Aegean -KLM -Air -LOT Russia / CIS France -Bulgaria Air -Aeroflot North America -Alitalia -TAROM -Austrian -Turkish -Air Astana -Air Transat -BA -UTAir -United Airlines -Brussels -Azerbaijan Air China / North Asia -Air Canada -Martinair -Transaero -Air China Middle East / -China Southern Airlines North Africa -Egyptair -Qatar Airways Africa 4 -Royal Jordanian -Saudia Airline Latin America -Ethiopian & The Caribbean -Kenya Airways Asia Pacific -SAA -COPA -Air Zimbabwe -Air India -GOL -Garuda -LAN Indonesia -Volaris -Korean Air -TAM -Biman -Copa Colombia

www.ags-airlinegroundservices.com Summer 2014 Airline Ground Services 21 FOCUS | ISAGO DAY ONE 25TH NOVEMBER EVA INTERNATIONAL MEDIA LTD PLENARY SESSIONS AVIATION PUBLISHERS & EVENTS SPECIALISTS 09.10 DATA SHARING AND APPLICATION CENTRALISATION 09.30 Q & A, DISCUSSION 09.40 OPTIMISING CASHFLOW WITH PASSENGER REVENUE ACCOUNTING SYSTEMS 10.00 Q & A, DISCUSSION 10.10 BUSINESS INTELLIGENCE AND DATA ANALYTICS TO STREAMLINE OPERATIONAL EFFICIENCY 10.30 Q & A, DISCUSSION 10.40 REFRESHMENT BREAK & VIEWING OF EXHIBITION 11.15 HOW ARE SELF-SERVICE CHECK-IN AND BOARDING PLATFORMS IMPROVING THE PASSENGER EXPERIENCE AND TRANSFORMING THE AIRPORT LANDSCAPE? 11.50 Q & A, DISCUSSION 12.00 FLIGHT INFORMATION DISPLAY SYSTEMS (FIDS) 25th – 26th November 2014 12.30 CLOUD HOSTING PERFORMANCE AND RELIABILITY Four Seasons Hotel 13.00 Q & A, DISCUSSION Simmonscourt Road, Dublin 4, Ireland 13.10 LUNCH & VIEWING OF EXHIBITION 15.00 MOBILE PASSENGER NOTIFICATION: LOCATION-BASED INFORMATION OPENS UP NEW SOURCES OF REVENUE 15.30 Q&A, DISCUSSION 15.40 SELF-SERVICE BAG DROPS AND TAGS 16.10 Q&A, DISCUSSION 16.20 VIDEO ANALYTICS AND FACIAL RECOGNITION TO BOOST SECURITY AND CONGESTION MANAGEMENT 16.50 Q&A, DISCUSSION 17.00 CUPPS VERSUS CUSS, AND CUTE The 3rd Aviation IT Conference is a learning forum on new and 17.30 Q&A, DISCUSSION emerging IT trends in aviation. Aimed at airlines, airports and ground 17.40 END OF DAY ONE handlers, the conference features a line-up of expert speakers who will share their in-depth knowledge and experience on topics including 19.00 COCKTAIL RECEPTION & GALA DINNER data sharing, cloud services, passenger revenue accounting systems, CUPPS versus CUSS versus CUTE and much more. DAY TWO 26TH NOVEMBER If you’re a CIO, CTO, COO, CFO, Director of IT, Head of Passenger 09.30 CHAIRMAN’S OPENING REMARKS Experience, or have responsibility for fraud/payment systems, revenue 09.40 SECURITY and distribution, the 3rd Aviation IT Conference is a must-attend 10.20 Q&A, DISCUSSION ﬁ xture for your agenda. Reserve your space now! 10.30 EQUIPPING THE MOBILE AVIATION WORKFORCE Previous sponsors 11.00 Q & A, DISCUSSION 11.10 REFRESHMENT BREAK & VIEWING OF EXHIBITION 11.40 ANALOGUE RADIO AND IP NETWORKS If your organisation would like to nominate a speaker for this year’s conference, 12.10 Q&A, DISCUSSION contact [email protected] 12.20 MOBILE BILLING AND PAYMENT For sponsorship enquiries and stand reservations contact: 12.50 Q&A, DISCUSSION Rosa Bellanca on + 44 (0) 208 668 9118 or email [email protected] 13.00 LUNCH & VIEWING OF EXHIBITION 14.00 BUSINESS INTELLIGENCE/ To register and qualify for your early bird 10% discount before 31st May ANALYTICS IN LOYALTY CARD, Visit http://evaint.com/our-events/aviation-it-conference-exhibition/register-now CRM AND SOCIAL MEDIA CONTEXTS Registrations now being taken by telephone call Bhavi or Charlotte on +44 (0) 208 668 9118 14.45 Q&A, DISCUSSION All major credit cards accepted (excluding AMEX) 14.50 AIRLINE RESERVATION, BOOKING AND GDS INTEGRATION 15:35 Q&A, DISCUSSION 15:40 FINAL WORDS FROM THE CHAIRMAN Ná caill amach! Don’t miss out! FOCUS | ISAGO

GROUND OPERATIONS Regulatory Operational TRAINING Environment and Procedures Framework Procedures IATA trains more than 1000 professional Standards Job cards in the area of Ground Operations every Polices year. We offer specialised training following the applicable regulations, AHM IGOM recommended practices, standards and manuals, having content aligned with recognised manuals like AHM and IGOM. We support the industry with two main groups of courses: GDDB

ISAGO GROUND OPS MANAGEMENT GADM Verification LEVEL COURSES: Hazard Identification Audit Data analysis s "JSDSBGU%FJDJOH0QFSBUJPOT Feedback Management s #VTJOFTT"WJBUJPO FBO Ground Services cost saving in the area of audit perfor- with the IGOM requirements and s $SJTJT$PNNVOJDBUJPOT mance. introduction of SMS requirements .FEJB3FTQPOTF IATA, through our regional offi ces for providers. s 4()"4-"&GGFDUJWF (where we are closer to the stakehold- 4. Simplifi cation of the audit Negotiations Behavior ers and can better address their needs standards and processes and s 4UBOEBSE-JOF.BJOUFOBODF – based on our vision ‘Global develop- requirements for audit report Agreements ment and regional delivery’), is en- completion and the streamlining of s 4UBUJPO(SPVOE)BOEMJOH couraging operators to join the pool the auditor qualifi cation process. Management by communicating the present benefi t 5. Extension of the ISAGO pool cost savings. Our regional colleagues membership to non-IATA member s (SPVOE0QFSBUJPOT.BOBHFNFOU are also in close cooperation with reg- airlines that are on the IOSA %JTUBODF-FBSOJOH ulators explaining the benefi ts of the registry and introduction of ISAGO and encouraging them to sup- motivation factors to attract more port the airlines to join the pool and ac- pool members. GROUND OPERATIONS cept ISAGO as the acceptable means of 6. Harmonisation of audit procedures LEVEL COURSES: compliance to the operator’s oversight and management among s "JSDSBGU.BSTIBMMJOHBOE of outsourced services in the ground various ground operations audit 3BNQ)BOE4JHOBMT handling area. programmes. s "JSDSBGU5VSOBSPVOE$PPSEJOBUJPO 7. Sustainability by shaping regulatory -PBEJOH4VQFSWJTJPO WHAT’S NEXT FOR ISAGO? framework and working with In 2012, the ISAGO pool members regulators and airports to bring in s "JSDSBGU8FJHIUBOE#BMBODF developed the ISAGO Strategy, which the airlines’ and GSPs’ perspectives. s "JSQPSU4FSWJDFT is a fi ve-year plan (2013-2018) for Passenger Handling further development and worldwide CONCLUSION s &NFSHFODZ1MBOOJOHBOE3FTQPOTF implementation of ISAGO. It is based on Using ISAGO, an airline can bring for Airports and GSPs several strategic pillars that cover areas to its ground operation a degree of s .BOBHFNFOUPG"WJBUJPO'BDJMJUBUJPO such as: consistency in operating procedures and 1. Stabilised audit allocation approach processes that are aligned worldwide, s 1BTTFOHFS"TTFTTNFOU5SBWFM and introduction of off-pool audits as ISAGO’s standards are linked with %PDVNFOU$IFDL done on commercial basis. the IGOM. Furthermore, through s 4UBUJPO0QFSBUJPOT$POUSPM 2. Endorsement for reporting of participation in ISAGO, airlines have the s "JSQPSU3BNQ4FSWJDFT ground damage to the GDDB opportunity to collect ground damage %JTUBODF-FBSOJOH and introduction of a risk-based data through the GDDB that will help s 1BTTFOHFS(SPVOE4FSWJDFT approach to renewal audits. With establish a baseline for ground damage %JTUBODF-FBSOJOH GDDB, ISAGO will have the means performance, identify negative trends to receive and analyse ground and contributing factors and enable s #BHHBHF)BOEMJOH4FSWJDFT damage data. ISAGO will then the development of proper mitigation and Systems be able to introduce a risk-based actions which can lead to fewer injuries approach to its audit and, given and reduced costs reduction in the Furthermore IATA offers an extensive suffi cient data collection, the ground operations area. Ultimately all MJTUPGDPVSTFTBCPVU$BSHP)BOEMJOH industry will be able to measure stakeholders will benefi t from broader BOE%BOHFSPVT(PPET3FHVMBUJPO %(3 whether it is reducing the number implementation of ISAGO and adoption NPSFJOGPBUXXXJBUBPSHUSBJOJOH of accidents and injuries, which if of the IGOM through improved safety, validated, will result in signifi cant reduced costs and greater effi ciency cost savings. through standardization of processes 3. Alignment of ISAGO Standards and procedures.

www.ags-airlinegroundservices.com Summer 2014 Airline Ground Services 23 FEATURE | HANDLING LCCS

All airlines want the best service at the best price, but low-cost carriers have different requirements from the more traditional, legacy airlines

HARD TO HANDLE? astjet fi rst took to the skies in No- ing to the airline’s senior vice president the carrier by its low lead-in fares) and vember 2012 and now provides and head of ground services, Kamal that brings its own challenges as they domestic fl ights within Tanza- Hingorani, the main differences re- tend to need extra care in processing nia and international services to quired by an LCC of its ground handlers through the terminal. South Africa and Zambia. It is an is a low price and the stripped-down It’s also been a challenge to change finteresting example of an LCC looking service. the culture in Africa regarding time- to prosper in a diffi cult aviation market. For the handlers, “frills have come keeping, Bodin explains. “[There were] To minimise its responsibilities on the to a complete stop with LCCs”, he says. some passenger-related issues at fi rst ground and to enable it to concentrate “It’s just the basic handling of the fl ights but they have learned the benefi ts of ar- on its core activities, from its launch the without … specialised services that tra- riving and checking in on time.” airline chose to outsource all its ground ditionally the legacy carriers have re- Can fastjet and other LCCs survive handling. quired.” in the diffi cult African market? “Abso- fastjet’s preferred ground handling lutely,” he argues. “We have excellent agent (GHA) is the globally active ser- MARKET VARIATIONS OTP, a strong brand, are growing inter- vice provider Swissport, which handles The demands put upon ground handlers nationally and have become the airline for it at its various city destinations and can vary according to the carriers of choice domestically in Tanzania. We contracts with local agents where it involved and the markets in which they still have a long way to go; protection- doesn’t have its own local presence. The operate. For example, approximately ism of various governments inhibits system is “working very well and we are 40% of fastjet passengers are believed growth and fair competition, taxes are delighted with the strength of the rela- to be new to aviation (possibly enticed to too high and infrastructure can be a tionship,” says fastjet chief operating of- problem. But we are committed to confi cer Richard Bodin. tinue to democratise air travel in Africa Like all LCCs, fastjet demands a and to building on our success so far.” 40-minute turnaround and regularly Bodin goes on: “In the past few over-achieves on that target. Bodin months we have launched a new Tanza- says, “Indeed, our OTP [on-time per- nian domestic route (Mbeya) and have formance] is approximately 96% and grown that to a daily rotation. We have clearly our turnaround performance is also launched two international routes a strong contributing factor to this.” (Dar es Salaam to Johannesburg and SpiceJet, which is headquartered in Lusaka) and are deep in negotiations Gurgaon and currently fl ies to 46 cities with other African governments to link across India and international destina- Tanzania with their capitals. We hope tions, is another LCC operating in an to establish two new bases in the near extremely tough market. It has stayed future.” focussed on its goal of becoming In- dia’s ‘preferred low-cost airline’ and has FAST TURNS Kamal Hingorani, senior vice president and made arrangements on the ground to head of ground services at India’s SpiceJet The impact of LCCs on the aviation make its low-cost model work. Accord- market has been profound. One of the

24 Airline Ground Services Summer 2014 www.ags-airlinegroundservices.com FEATURE | HANDLING LCCS

areas in which their influence has been most keenly felt is in improved ground turnaround times. “[This] has been a core benefit to the airlines and passengers alike as fares have tumbled and schedules grown. Fast turns are now a [general] requirement,” Bodin notes. “In the early days [of LCCs] handling agents resisted Your GSE business partner change. However, those that were brave enough to embrace new working practices and cultures really benefited from the spectacular growth of LCCs,” he adds. SpiceJet’s Hingorani agrees. “LCCs have changed the way that ground handlers work and thereby changed the industry. GHAs had to adapt and need to further adapt for the revised mandate of much leaner ground turnaround times.” Hingorani is certain that the present business models employed by today’s LCCs with their ground handlers will be the guide for future ground handling contracts agreed by almost all carriers. Why? “Because this model has proved to be successful as well as cost effective,” he insists. LCCs cannot afford to operate in the way that traditional carriers did. Their timelines are too challenging, the mar- gin for errors too small. Bodin is part of a senior management team at fastjet that has a long history of LCC operation and Bodin himself was at London Luton-based LCC pioneer easyJet; he can remember how the low-cost carrier model GSE Services developed from the start: “In the early days of easyJet, we utilised the activities and approach of a Grand Prix team . Rental and Operational leasing during a pit stop to demonstrate that complex and critical . Ramp assistance and maintenance procedures can be done at lightning speed by being properly . Fleet Management prepared, with equipment ready, maintaining a teamwork 17 000 units in 80 airports approach and being truly committed to the target. . “The ‘Pitstop 20’ programme helped drive the paradigm nd shift that spread across the industry. In fairness, however, we Supply of Remarketed 2 hand GSE were simply building on the outstanding work being demon- All brands strated by Southwest in the US,” Bodin says generously. .

For Hingorani and SpiceJet, which operates in such a . Motorised and non-motorised cut-throat business environment: “It is the need of the hour . Full Refurbishment is possible and a matter of survival. Subsequent to the grounding of . Spareparts available some carriers (notably Kingfisher in India), both airlines and . www.gseforsale.aero GHAs have understood the need to be even more versatile and even more competitive. This has also made them leaner and better.” EVENTS We will be there in 2014. Contact us to arrange a meeting! THE FUTURE Can we expect further changes in the LCC model and its impact . EMERGING AIRPORTS - April 2014, Abu Dhabi , UAE on handlers? “Certainly, in Africa, things can improve,” says Bodin. He believes that 40 minutes is too long for an aircraft . GSEBUYERS - April, Dublin, Ireland turnaround and notes that his carrier intends to develop even IATA GROUND HANDLING - April, better working practices. . Kuala Lumpur, Malaysia Hingorani disagrees somewhat. Further reducing turnaround times may not be advisable, he believes, consider- . AFRAA, SUPPLIERS CONVENTION – May, ing possible impacts on safety and quality of handling. A Nairobi, Kenya 30-minute turnaround for a narrowbody aircraft and 20-25 minutes for a smaller aircraft is required, he insists, and cut- . AIRPORT SHOW – May, Dubai, UAE ting these times further could have potentially significant GROUND HANDLING INTERNATIONAL - June, safety and service quality repercussions. . Many of the factors influencing LCCs and their handlers’ Johannesburg, SA performance lies out of their hands. “Somewhat strict and . GROUND HANDLING RUSSIA & CIS - September, impractical government regulatory policies need an immedi- Moscow, Russia ate review and should be made user-friendly and less cum- bersome,” he urges. . ACI – October, Durban, South Africa And Bodin observes that turnaround times are only part . GROUND HANDLING – November, of the challenge facing LCCs and their ground service pro- Gothenburg, Sweden vider partners. “Better quality equipment and resources, improved infrastructure and commitment from airport au- [email protected] www.tcr-group.com thorities are all part of the mix. Even a constant supply of electricity can sometimes be a challenge!” he highlights.

www.ags-airlinegroundservices.com Summer 2014 Airline Ground Services 25 FEATURE | OUTSOURCING AND FACILITIES MANAGEMENT

Mitie terminal cleaning at Birmingham Airport

THAN MORE JUST CLEANING Airlines, airports and ground handlers need to outsource a large number of services so they can focus on their core business of moving passengers and cargo. AGS spoke to some of the major players in the outsourcing and facilities management area

he range of services offered still a family business, set up in 1900, by the aviation division of demonstrating our long-term approach UK-based OCS Group Ltd to business.” is extensive. It includes Over the last few years, OCS has terminal cleaning, aircraft retained 100 per cent of its aviation Tappearance, baggage and passenger contracts when they have come up for screening, lost property, assistance re-tender, which is illustrative of the for passengers with reduced mobility high customer conﬁ dence in OCS: “Vir- (PRM), toilet and water servicing, lo- gin aircraft cleaning was re-secured, gistics, laundry, concierge services and as well as PRM work at Birmingham, landscaping. The company lists among Manchester and East Midlands. Prior its clients over 50 airlines including to that we had re-bid for aircraft ap- British Airways and Virgin; and over 25 pearance for BA, which we secured, and airports worldwide. We spoke to Mark we have also negotiated the extension of Walls, Managing Director Aviation & our laundry contracts with Virgin and Gateways for OCS Group UK Ltd. BA for a further ﬁ ve years. This is indic- We asked what makes OCS stand ative of the positive view our customers out. “Our responsiveness to customer have of OCS in terms of the service lev- needs,” Walls replies. “We spend a lot Mark Walls, Managing Director Aviation & els they receive and the desire to carry of time focusing on new solutions and Gateways, OCS Group UK Ltd on working with us.” new technology to support them. We’re OCS works very closely with ground

26 Airline Ground Services Summer 2014 www.ags-airlinegroundservices.com FEATURE | OUTSOURCING AND FACILITIES MANAGEMENT

handlers too. Walls explains, “On a day- lost property. Walls says, “At Manches- to-day basis we work with Swissport, ter we provide a wide range of support dnata, Servisair and other handlers. including aircraft appearance, PRM and Many airlines will appoint a ground several other airport services. handler under an agreement to deliver “Gatwick is one of OCS’s major suc- all services on the ground.” cess stories in the UK. We are currently As well as maintaining a close work- delivering all of the terminal cleaning ing relationship with ground handlers, and PRM work. We also provide a num- airlines and airports, OCS also works ber of additional airport-related ser- with equipment manufacturers, to vices such as concierge, where we give make sure the client gets the best pos- advice to passengers passing through sible service: “The turnaround time on the airport. We also have an aircraft ap- short haul ﬂ ights is very tight – we’ve got pearance service at Gatwick. At Heath- something like 12 minutes to get into the row we do landscaping work on the air- aircraft, clean it and get out again. We port’s landside.” can’t start cleaning the aircraft until the Safety is of paramount importance. passengers have exited, so, for one client, Walls explains, “There’s a whole range of we had some bespoke crew vehicles with training on health and safety which our integrated steps designed and built for staff are obliged to take, starting with us that enabled us to get up to the rear the induction training, which is class- door of the aircraft while the passengers room based, and includes easy to follow were still exiting from the front. This handouts . For specialised skills, such as buys us an extra three or four minutes to for drivers of ambilifts and highlifts who help with the turnaround times, to make have to back vehicles up to an aircraft, sure that delays are minimised.” there is specialist training provided by In the UK, OCS operates at London’s the manufacturers of the vehicles. We Heathrow and Gatwick airports as well also have our own training teams who go as 10 regional airports. At the regional round the country initially training these airports, it provides passengers with re- OCS provide PRM assistance at airports drivers and then return on a regular ba- duced mobility assistance and additional around the globe sis to provide refresher training and to services such as baggage screening and check their skills and capabilities.”

An African Welcome. An amazing experience. B13109

Safe, reliable service into Africa PROUDLY 7YV]PKPUNX\HSP[`NYV\UK OHUKSPUNZLY]PJLZ[VTVYL[OHU HPYSPULZVWLYH[PUN ÅPNO[ZHTVU[O)PK(PY:LY]PJLZ 5FM t'BY PZ[OLTVZ[L_WLYPLUJLK( [email protected] OHUKSLYPU(MYPJH

www.ags-airlinegroundservices.com Summer 2014 Airline Ground Services 27 FEATURE | OUTSOURCING AND FACILITIES MANAGEMENT

The OCS group operates worldwide in four regions, which are linked through development groups for each of the company’s service lines. Walls says, “We have an aviation group whose focus is to ensure that we share best practice in aviation services across all of the regions. We’ve been working in aviation in the UK for nearly 50 years now, from when we ﬁ rst started cleaning aircraft at Gatwick. We have provided support to other regions to establish and mobilise new service offerings so, for example, we sent a team to Australia to help to set up the PRM and aircraft appearance operations there. Now we’re delivering services in Mauritius, Mumbai, several Colin Marshall, Director of Transport, Mitie airports in Australia, several airports in New Zealand, and Singapore. The aviation team meets once a month via online monitoring, immigration presentation, meeting with representatives from each PRM, compliance, aircraft cleaning, of the regions, and ensures global best toilet and water servicing, airline practice is shared as well as adherence to laundry, in-transit cleaning, vehicle the very highest standards of customer cleaning, shunting, remote asset service and innovation.” cleaning (e.g. bus/tram stops), retail OCS is optimistic about the future. cleaning and trolley management. The “There is a very clear focus on growth company’s wider services include built- within our division,” Walls says. in passive ﬁ re protection, pest control, energy management, engineering MITIE: ONE TEAM services maintenance, waste and Strategic outsourcing company Mitie recycling, and winter services. provides a range of services at airports For Mitie, it’s all about the people. Di- across the UK, including cleaning and rector of Transport, Colin Marshall, says, maintenance, baggage screening, CCTV “They’re motivated, keen to challenge and

“We spend a lot of time focusing on new solutions and new technology to support them. We’re still a family business, set up in 1900, demonstrating our long-term approach to business” Mark Walls

28 Airline Ground Services Summer 2014 www.ags-airlinegroundservices.com FEATURE | OUTSOURCING AND FACILITIES MANAGEMENT

aircraft, and to plan our own operational priorities, such as stand planning, aircraft Security is one of the services offered by Mitie washing, and engineering. It’s a two-way working relationship, and important that we manage it effectively,” says Marshall. “We have forward-thinking relationships with all of our equipment suppliers, from large scrubber dryers to smaller cleaning carts. We are passionate about continual improvement and have built up a good relationship with all of our suppliers to keep up to date with the latest innovations available. We also regularly invite our manufacturers along to our sites to take part in ‘innovation days.’ We find these are really useful to talk through the latest equipment on the market and help our team learn about the best and safest way to operate the machinery.” The main challenge facing the aviation services industry is how to create an effi- cient and pleasant passenger experience, without sacrificing safety and security, in an environment of tightening budgets and with increasing passenger numbers. Mitie is using its ‘one team’ mindset to tackle this challenge. “We’re always on the look-out for smarter ways of doing things, without impacting the quality of the service we provide,” explains Marshall. “By training our managers in lean principles for example, we can deliver a more ef- ficient cleaning process than ever before. This has created significant savings for a wide range of clients despite increasing learn new things, and passionate about service standard programme. As a result, passenger figures. By adopting a lean ap- what they do. They’re totally committed the team is aware of the role they play in proach to cleaning, we can reduce staffing to doing everything they can to improve protecting the client’s reputation; they en- levels – and have done by up to 12% with the passenger experience, which is the sure each passenger receives an exception- some of our clients. What’s more, by multi- ultimate aim of every aviation operator.” al service at every touch point throughout skilling our team and being smarter about The company has a stringent recruitment the airport. Often that means going above how we utilise their skills, there has been process. The dedicated MiTec centre in and beyond in service delivery, dealing no adverse impact to service delivery.” Northern Ireland carries out all security with a whole host of situations including He goes on, “We are also often faced with clearance for both airside and landside, locating missing children and helping challenges out of our control e.g. weather, so all Mitie staff are screened before they people who are taken ill at the airport. Our delays etc. Although we have planned con- start work. Marshall continues, “We then team of ‘cleaners’ in Manchester are now tingencies in place, it’s our ‘one team’ ethos invest in our people, providing extensive officially known as ‘Airport Service Assis- that really helps us overcome the challeng- training to enhance their skills on both a tants’, giving them an even greater sense of es. Working in true partnership, we react personal and professional level, in all as- purpose and belonging.” quickly and efficiently and have often aspects of our work. That includes tailoring Mitie provides in-house airside ramp sisted with security alerts, flooding and training so that our people are properly safety training to its staff. Airside driver baggage handling to support the client on prepared for the particular environments training and manoeuvring around the top of our contracted services.” they are working in, for example comply- ramp, with an emphasis on approaching Mitie’s clients are certainly happy with ing with Department for Transport regu- aircraft, is provided by specialist train- the service they receive. Andrew Boyd, lations in the aviation sector. As a result, ing companies. “We have implemented a Head of Terminal 3, Manchester Airport our people want to work for us and are comprehensive safety management proce- Group, says “We’ve made great strides in inspired to do a good job.” dure – incorporating policy, training, au- picking up faults, reviewing standards and Marshall explains, “We work towards diting, and risk management – to ensure progressing with remedial action thanks a ‘one team’ ethos with all of our clients. this training transfers into practice,” says to the focus of the team on T3, both in- That means aligning our goals with our Marshall. side and front of house.” This sentiment clients’, and tailoring our services to deliv- The company’s ‘one team’ culture ex- is echoed by Lisa Sheil, Customer Services er what is best for them. A great example tends to its working relationships with Liaison Officer, Manchester Airport Ter- of this is our commitment to improving ground handlers and equipment manu- minal 2: “I am very impressed with the the passenger experience at Manchester facturers. “We liaise very closely with high standards of cleaning, which I know Airport where we’ve empowered our team ground handling companies on a daily ba- have been maintained for some time. The to take part in the client’s own customer sis to ensure the security and safety of the team’s hard work is certainly paying off.”

www.ags-airlinegroundservices.com Summer 2014 Airline Ground Services 29 MILAN 2014 ITALY’S INDUSTRIAL, LOGISTICS AND FASHION CAPITAL PLAYS HOST TO

THE SHERATON MALPENSA AIRPORT HOTEL 17th-19th September 2014

The Sheraton Malpensa Airport Hotel

Conference Chairman: Olivier Bijaoui CEO and President, WFS Global SAS

For more information please visit www.evaint.com or contact Rosa Bellanca on [email protected] or call +44(0)208 668 9118 INTERVIEW | MENZIES AVIATION

EYES ON THE FUTURE

Craig Smyth, president and managing director of UK-headquartered handler Menzies Aviation (part of John Menzies plc), talks to AGS about track records, targets and talent

ur 10-year track plus growing low-cost carrier activity record (humble that has always depended on the out- though we are) is sourced model, Smyth is confi dent of pretty impressive continuing growth to come – perhaps by any standards,” underlying growth accelerating to four “Smyth Oconsiders. Revenue, for exam- or fi ve percent – even if the fi rst quarter ple, has grown from about £100 mil- of this year has been relatively fl at. lion ten years ago to about £800 mil- Right now, Menzies Aviation is lion now. Menzies Aviation’s compound looking at opportunities around the annual growth rate in terms of volumes world. For instance, the biggest airport currently stands at around 11 percent tender ever (42 airports) is under way per annum, with underlying growth in Spain; there are also licences out at about two percent per annum for in Germany and Paris; and there are the last few years, he said. Last year plenty of tenders out in the UK in the saw the handler open 18 new stations wake of the Swissport/Servisair merger. across the globe, as well as successfully Smyth pointed out that Menzies Avia- renewing 114 contracts and winning 66 tion has launched a new business in the new contracts. Its network covers 144 US called Simplicity Ground Services, stations in 31 countries, serving 500 created to serve the effi cient cost, high- airlines and turning around one mil- value needs of low-cost and domestic lion aircraft a year. Smyth attributes airlines. In fact, Simplicity is active at Menzies Aviation’s successful, largely fi ve airports in the Midwest and recent- organic growth to “its customers valu- Craig Smyth, president and managing ly won Delta in Detroit, the contract ing its best-in-class safety performance director of Menzies Aviation starting in April. combined with excellent service and ef- Menzies Aviation has also just fi cient costs”. over the same 20-year period, the glob- opened in Namibia – and “there’s lots Menzies Aviation’s latest fi nancial al freighter fl eet is anticipated to rise by happening in Africa” Smyth hinted; he report cites Boeing and Airbus as stat- 82 percent, from 1,615 to 2,938. Bear- also mentioned India, Australia, New ing that the world’s passenger aircraft ing this bullish forecast in mind along- Zealand and South-east Asia as po- fl eet will more than double from the side an increasing trend for airlines to tentially interesting areas for growth. 2011 fi gure of 15,556 to 32,551 in 2031; outsource their handling requirements, Overall: “There’s room for opportunism

www.ags-airlinegroundservices.com Summer 2014 Airline Ground Services 31 INTERVIEW | MENZIES AVIATION

everywhere but we are being very tar- as leading to a deal with Air France- NURTURING TALENT geted in our approach.” KLM-Martinair in Bogotá – or like For instance, Menzies Aviation has Skystar in Australia and New Zealand, set up a scheme called the Senior ‘RIFLE SHOT’ which brought five new stations to the Leadership Development Programme So what exactly is Menzies Aviation handler’s network; by providing its that aims to develop leadership aiming to achieve next? Smyth services on an outsource basis for air- skills in carefully chosen candidates explained: “Our global market share lines; and by selling ancillary services through training and mentoring. The is currently three percent and we want such as cleaning, fuelling, lounges or programme includes participation in to double that over the next five years de-icing in addition to its core ser- the company’s Cross Cultural Team – largely organically but with the right vices. In this latter regard, the recent Challenge (CCTC), which for the last few sort of acquisitions when they become acquisition of ground handler Moose years has focused on staging an annual available. We have looked at 2,500 Aviation at Stockholm Arlanda airport football tournament in Bangalore airports, considering GDP, country risk, added an extra revenue stream as well in collaboration with the Parikrma number of local handlers, availability as strengthening Menzies Aviation’s Foundation, a charity that has set up of local labour and the type of airlines presence in the region. free schools for the children of the city’s operating there (especially the type of Going back to the Desacol acquisi- poorest families. As well as enriching customer that’s going to give you 15 tion, Smyth noted that the outlook for the local community, the CCTC gives the turnarounds rather than 15 customers Latin America depends largely on the Menzies Aviation candidates a chance each giving you one turnaround). We continuing development of its mid- to test and improve their leadership, have profiled 150 of these that we are dle classes, as well as what the low- teamwork and practical skills. interested in and our target is to add 50 cost carriers do in the region. There “Nurturing talent within the com- of the medium to large airports to our are other locations there that Men- pany is critical to our success over the network over the next five years. 100 of zies Aviation will look at in the future. next ten years; this is our scarcest re- these will be in new countries with the However: “We need to get Colombia source and our greatest asset – espe- remaining 50 being located in countries integrated first before we look at any- cially considering our plan to expand. where we already operate. We call this thing else in the region and we’re about We need to prepare the next genera- our ‘rifle shot’ approach because it’s very six months away from the programme tion of management for our existing targeted.” being complete. We have put some of stations as well as the new locations Menzies Aviation will aim to grow our Spanish team into Colombia to get we are looking to add,” Smyth point- in several ways: by taking on scale cus- things under way and we’re confident ed out. tomers; by winning licence tenders that our operations there will come As well as promoting development at airports; by acquiring companies out the same as any Menzies Aviation of its existing staff, the company is with big customers or operating li- station anywhere in the world, to the making good use of networking site cences, like Desacol in Colombia which same standards – but with a Colombi- LinkedIn (www.linkedin.com/compa- brought the strong LANTAM group an flavour. We like to bring people up ny/menzies-aviation) to grow its pool into the Menzies Aviation fold as well within the organisation.” of human resources.

32 Airline Ground Services Summer 2014 www.ags-airlinegroundservices.com INTERVIEW | MENZIES AVIATION

hope of 20-odd airlines all shopping together. That would be good for them because they could buy in bulk and us handlers would give them a better rate, but it all tended to fragment before you came to the signing of a contract. But now you have groups like Air France- KLM-Martinair or IAG (BA, Iberia and Vueling) operating more as one unit, which is better for the airlines, who will achieve economies of scale from the handler passed on in rates. It will also make it easier for a handler like us to start up in a new airport where we’re not present because we won’t be trying to price something for ﬁ ve turns a day when our sweet spot is ﬁ fteen narrow- bodies a day.” Nonetheless, Smyth feels there will always be a place for smaller handlers, because it is relatively easy to do a very good job at a single airport. The problem, he said, is scaling up to cover several gateways: then, there are extra costs and complications relating to safety and operational management The Menzies Aviation network covers 144 airports in 31 countries systems, IT and key account management that quickly separate the men from the boys. As for medium-sized handlers, they will have to choose A CHANGING MARKET whether they want to be consolidators “This is a very fragmented market at – or consolidated. “If they are strong “This is a very fragmented market the airline level and also at the ground regionally they should do ok, but if at the airline level and also at the handling level. But it looks like the they have a scattered presence over ground handling level. But it looks Swissport/Servisair deal will kick start four or five countries they will be se- like the Swissport/Servisair deal consolidation in the handling sector, verely challenged. will kick start consolidation in the and I think that’s a good thing,” Smyth “Airlines will always have choice of handling sector, and I think that’s observed. handlers – but it’ll be survival of the a good thing” He continued: “We’ve had alliances fittest, and I expect Menzies Aviation Craig Smyth for many years and when it came to and Swissport to race ahead of the procurement there was always great rest,” he affirmed.

www.ags-airlinegroundservices.com Summer 2014 Airline Ground Services 33 FEATURE | NAHCO AVIANCE

35 YEARS Nigerian ground and cargo handling company nahco aviance lists among its OF SERVICE values safety, integrity, he Nigerian Aviation Han- operations to other African coun- reliability, innovation and dling Company Plc, nahco tries. nahco aviance currently handles respect for the individual. aviance, was incorporated about 70% of domestic and foreign on December 6, 1979; it airlines operating in Nigeria. These are values the however started operations Among other achievements, nahco company has not lost sight of Ton April 1, 1979, the same day the aviance prides itself as the leading in its 35 years of operation Murtala Muhammed International aviation ground handling company in Airport Lagos was opened. Nigeria and by extension sub-Saharan For 26 years, the company operat- Africa. Nahco was the first aviation ed as a government owned enterprise, handling company in Nigeria to de- however, in August, 2005, the compa- ploy the Hermes system for its opera- ny became a Public Limited Company tions. It has expended millions of Na- and was listed on the Nigerian Stock ira to upgrade its Learning and Devel- Exchange the following year, mak- opment Centre to meet international ing it the first and the only aviation standards and got the IATA approval ground handling company in Nigeria to run an accredited ATC. to be so listed. In May 2012, the company com- nahco aviance, a member of the missioned a new world-class ware- aviance group, is involved majorly house with the capacity to handle in cargo and aircraft handling, pas- 230,000 and 60,000 tonnes of im- senger facilitation, crew transpor- port and export cargo respectively tation, passenger profiling, aviation per annum. It received the pres- training and was recently awarded the tigious ISAGO Certification till licence to operate a free trade zone. It 2014, and it is the current holder of currently employs about 2000 staff AFRAA’s Ground Handling Service and operates in all the major airports Provider of the year award among in Nigeria, handling different air- other national awards. craft types, having invested heav- nahco aviance has consistently ily in ground service equipment provided its numerous international recently. and local client airlines with excep- The company currently tional services and it is poised to con- serves more than 35 airlines, tinue to offer even better services in including Emirates, Virgin, the years to come. British Airways, DHL and The company is currently pursu- Kayode Oluwasegun-Ojo, Lufthansa and many more, ing a diversification programme that MD / CEO, nahco aviance at seven airports across Ni- is expected to improve trade and geria. It has plans to expand boost the nation’s economy.

34 Airline Ground Services Summer 2014 www.ags-airlinegroundservices.com INTERVIEW | PROCIUS

BRINGING BACKGROUND CHECKS TO THE FOREFRONT

Checking staff backgrounds is an important but complex task, subject to multiple layers of regulations. UK-based Procius provides expert background checks for staff in all areas of aviation and ground services

s the Royal Terminal pre- have the European Commission with time – knowing which checks are pares to open in June their statutes EC300 and EU185. no longer valid can be an impossible 2014, Procius’ Commer- Onto the this, the UK’s Department task. This is one area where Procius cial Director Nick Trol- for Transport have added their Sin- is able to add value, since any change lope has some careful gle Consolidated Document (SCD). in airport regulation is immediately Aadvice for companies with staff work- Finally, each individual airport, op- programmed into MyCheck and as a ing airside: “If you haven’t got your erating under the watchful eye of the result all checks which are suddenly flight crew, IT and engineers, baggage Department for Transport, has added invalid are immediately flagged for handlers, retail and catering staff ap- its own set of local regulations. This attention, to avoid the critical delays proved, then now is the time to act. A results in nearly as many regulation- caused by an ID centre rejecting an lot of companies got into difficulties sets as there are UK airports!” application on regulatory grounds. when Heathrow’s Terminal 5 opened “We would like to gain more clien- in 2008 as their employers had left tele in the ground-handling and engi- it too late to get approval with seri- neering sectors,” Trollope continues. ous and costly consequences,” he cau- “To date, the majority of airside appli- tioned. cants that we screen have been flight “It is also extremely important to crew, retail, catering and hospitality select a reputable company who are staff. But we see a large opportunity specialists in the field and 100% in for us with the major ground handling tune with the ever changing require- and maintenance companies who rely ments in airport security regulations. heavily on temporary workers – who Each UK international airport has in themselves normally have more its own variation of these, for exam- fragmented backgrounds which are ple, Heathrow Airport has recently harder for employers to check. In ad- tightened its regulations for existing dition, we are keen to branch out to airside pass holders who change em- other EU member states whose fun- ployer, so it is imperative that a back- damental regulations are the same as ground checking company is fully the UK – and who carry very similar aware of this. We have these details threat levels to the UK.” factored into our MyCheck™ system, Procius was set up by Nick Trol- which enables us to respond immedi- lope and Julian Parker in 2004 in the ately to ensure the best possible pass wake of 9/11 when the UK Govern- rate in a timely fashion.” ment introduced strict new rules for The MyCheck™ system was de- Nick Trollope, Commercial background checking aviation work- signed and developed by Procius spe- Director Procius ers. They were the first company to cifically to process airside passes and provide an outsourced solution in typically handles 1000–2000 people He continues, “Most change that airside background checks to take being checked at any one time. It we see is implemented at local airport the burden from aviation HR depart- manages workflow in terms of timing level – and in many cases when the ments. Procius signed its first custom- and priorities and is adjusted to cater goalposts move, employers are expect- er, DHL Aviation in 2004 followed by for any new regulations. ed to adapt immediately. In practice, its first major airline customer, BMI, Managing these regulations is the for an airside applicant who is part- the same year. Since that time, Pro- largest challenge faced by the com- way through their background checks, cius has achieved considerable growth pany. Trollope explains, “The regu- this could mean that some or all of and longstanding success with a cur- lations themselves are the result of the checks undertaken are no longer rent client portfolio including Virgin three regulating bodies layering their valid and must be re-performed. For Atlantic, British Airways, Monarch own interpretations and extensions large volume recruiters handling Airlines, Titan, Jet2 and United Air- on top of each other. At the top, we thousands of documents at any one lines’ ground handling.

www.ags-airlinegroundservices.com Summer 2014 Airline Ground Services 35 FEATURE | GROUND HANDLING

As airline networks expand, we look at developing opportunities for ground handlers around the world

BidAir started handling the A380 for Air France in South Africa in 2010

GROWING MARKETS AS INDUSTRY EXPANDS

t is a given that aircraft ground terminals, cargo villages and luggage another 5,000 aircraft will be needed to handling as an industry has an in- systems. The main determinant of an service demand. A central piece to the terdependent relationship with the airport’s performance has to be factors aviation development plan is a new Bei- operation, movement, servicing such as location, captive market, mix jing Airport to accommodate the rapid and maintenance of aircraft. This of airline customers and management growth in both domestic and interna- Iin turn creates the same opportunities team. All of these can and will in turn tional passengers. for both start-up and existing ground affect an airport’s investment potential In late 2013, an Air France Consult- handlers that airlines have identifi ed. and activity level for ground handlers. ing team went to Shanghai, appointed Emerging aviation markets can be iden- In China, on 14 March 2011, the by China Eastern as part of a consulting tifi ed in the Middle East, much of Af- National People’s Congress approved a engagement with the Chinese company, rica, the Indian sub-continent, Russia, new national development programme to improve the organisational processes a number of the CIS (Commonwealth of for the fi ve years to 2015, including the and ground operations of China East- Independent States) countries and the planning and construction of many ern. Experts from Air France Consult- Baltic state. greenfi eld airport developments. The ing described and explained the opera- As airline networks expand, their plan marks a turning point in China’s tion and organisation of a hub control need for handling will expand with the economic development; no longer is the centre of an international Airline. greater reach of operations. However, it emphasis on headline growth. Rather The growth of airports is an obvious remains all too easy for carriers to self- China seeks ‘higher quality growth’. and clear driver of the spread of nation- handle where it is possible to operate Having raised the living standards of al, regional and international sched- such in-house activity. hundreds of millions in the last 30 uled airline networks and operations. While it remains diffi cult to deter- years, the country is now seeking sus- What can easily be under the radar, mine the exact numbers and locations tainable growth through overcoming however, is the growth of ad hoc, gen- of the new greenfi eld airports likely to challenges such as pollution, intensive eral aviation that is likely to happen at open over the next two decades, what energy use and resource depletion. the same time. One interesting market is not diffi cult to undertake is to iden- According to business consultants for general aviation (GA), such as pri- tify where these new airports are likely KPMG, the Beijing government is con- vate jet and turboprop aircraft as well to be. However, the undeniable attrac- tinuing its Hub-and-Spoke network, as helicopter operations, is China. Since tions these new investments will rep- much like the United States model to China’s central government announced resent for ground handling companies, move rapidly growing tonnes of car- the opening up of low-altitude air space there are a number of pitfalls that must go and passenger numbers. Between for general aviation in November 2010, be avoided. 2011 and 2015, 50 new airports will be because of the current low level of GA The main one is the inability to see opened, taking the total to 230, in line activity, fi xed based operators (FBO) that airports are not a single asset class, with the long-term goal set in 2008 are rare in China and few foreign com- despite sharing such obvious charac- of having 244 operational airports in panies have ventured into China’s FBO teristics such as runways, passenger 2020 and it is estimated that by 2030, market. One which has is Switzerland’s

36 Airline Ground Services Summer 2014 www.ags-airlinegroundservices.com FEATURE | GROUND HANDLING

Jet Aviation AG, which inked a joint room for smaller regional or even na- venture with Beijing-based Deer Air tional players the future would seem to Company. A second is Colt Internation- be dominated by bigger multinationals al. “We’re expecting 2013 to be our third consolidating their positions through straight year that fuel sales grow by 50 acquisition of smaller players. percent,” said Daniel Coetzer, manag- “Ground handlers need to look at ing director of Colt International Eu- ways of expanding their revenue base rope. “Our customer base in China has beyond traditional airline sources. Ser- increased by about 40 percent and we vices that add value to the discerning have more European customers visiting traveller, and for which they are pre- the Pacifi c Rim than ever before.” pared to pay, is the way forward.” In 2012, China’s business jets As ground handlers bear down on topped 336, and 96 of those aircraft costs when competing for airport con- were added just that year, according to tracts, there is a danger that many will a survey conducted by Asian Sky Group, de-skill staff to allow minimum sal- a business aviation services consultancy ary positions. In his opinion, however, based in Hong Kong, China. there is evidence that suggests this this In Scandinavia, FBO ground han- Bob Gurr, director of sales and marketing of may only occur where cost is everything. dler ASE Handling is excited at the South Africa-based handler BidAir Services He says: “Areas of high staff costs look prospects of growing private aircraft more towards multi-skilling and multi- use in the region and elsewhere. Joe Belmaati, station controller, says: “I think travelling in privately owned jets will become more wide-spread for conveni- ence as well as security reasons.” The Copenhagen-based handler, with branches in Sweden, sees growing fl ights from China and Russia as a territory as two areas of opportunities. Belmaati considers that the general airline handling industry will expand as more people will be fl ying in the future, both as airline and private jet passengers. His interesting take on where business opportunities might lie for handlers is the supply of bespoke services to clients.

OUT OF AFRICA Bob Gurr, director of sales and marketing of South Africa-based handler BidAir Services, has an interesting take on what is a good opportunity for a start-up handler: “Any one where you are a monopoly!“ he says. BidAir, a member of the BID- Vest Group, is “deﬁ nitely” looking at emerging markets, says Gurr: “BidAir deﬁ nitely has an interest in looking at viable market opportunities in sub-Saharan Africa. Other growth markets, such as India and South America could be of interest as well.” South Africa presents as one of the most advanced aviation markets on the continent and shares many trends with other advanced aviation markets. This means that Gurr is a keen watch- er of market developments. He says: “Whilst there is still

www.ags-airlinegroundservices.com Summer 2014 Airline Ground Services 37 AFTER A SUCCESSFUL LAUNCH WE ARE PLEASED TO ANNOUNCE

19th-20th FEBRUARY 2015

HILTON LONDON HEATHROW AIRPORT HOTEL T5

THE FUTURE IS COMING www.evaint.com FEATURE | GROUND HANDLING

tasking, whilst lower cost areas do not considerable opportunities for new Airport terminal is to open in July 2017, perhaps see that imperative. This will business, notes Gurr. to boost the capacity of the airport to change going forward as all handlers He says: “We started handling the 30 million passengers annually. Singa- need to adopt smart practises in order 380 with Air France in 2010, with pore’s sprawling Changi Airport is set to remain competitive.” Lufthansa being the second operator to to get much bigger with the opening Ground handlers operate in in- JNB. Emirates also introduced the 380 of a new T5 terminal built to handle as creasingly congested environments, for a while before withdrawing it. As we many as 50 million passengers per year. with little additional airport real estate no longer handle Lufthansa, we now The city-state’s transport minister Lui to expand into. This means more time only look after the daily Air France 380. Tuck Yew has confi rmed plans for the is spent in seeking ways to work more Ramp handling is not much different new super-sized T5 facility, although effi ciently and effectively. from that of the 747. Aircraft cleaning the terminal won’t open until sometime Gurr sees evidence of this. He says: is more intensive, but the ground time in the next decade. “There is no doubt that anything other allows for a reasonable period to clean. In India, there are some 14 greenfi eld than ‘greenfi eld’ sites are becoming The main area of difference on the PAX airports which have received in-principle constrained. We need to ensure that side is obviously the number of passen- green lights, including a major facility to our staff operate in a safe and profi cient gers and the need for effective boarding be developed at Punefor and Nalanda manner in order to make do with the procedures due to simultaneous two- in Bihar. A projected trebling of traffi c situation at hand. It is also extremely deck loading.” is persuading the Indian government to important that ground handlers are in- invest US$30 billion in infrastructure cluded in the early stages of any plan- GREENFIELD AND SECOND AIRPORTS over the next ten years in the upgrading ning that the airport authority does for In many parts of the world, investments of existing airports, the provision of sec- future developments at their airports. in airports are as likely in greenfi eld ond airports for major conurbations and All too often the areas not ‘touched’ by and second airports as they are in greenfi eld airports. The government also passengers receive the ‘out of sight, out established airports. For handlers, such intends to invest some US$10 billion in of mind’ treatment by airport planners. new building will tend to offer more ancillary services such as ground han- Ground handlers must be forceful in chance of establishing a presence than an dling, maintenance, air traffi c manage- getting their voices heard at the earli- expanding existing operation where there ment, security and training. est possible stage. are likely to be entrenched operators. Projected growth for the country will “There will be further consolida- The growing demand for a greater necessitate provisioning for a second air- tion within the industry, but regional number of airports in Indonesia refl ects port at each of the 12 metropolitan cities and national handlers will continue to what industry observers are describing and a third in the case of Mumbai, pav- have a role. There will be continued as one of the world’s the fastest growing ing the way for a total of 13 metro air- cost pressures on the handlers which markets for air travel and the fi fth larg- ports. There is the possibility of a second they will try and manage through more est domestic air travel market. airport in Ahmedabad as well. effective ways of doing business, but The popularity of air travel in Indo- may in the long-term affect their abil- nesia, not least the growing demands SLOW AND STEADY ity to continue to provide safe, qual- for air travel to replace ferry transport The development of an airport can ity services. The airlines really need to between the country’s many islands, is take years and even decades. Faster take a fresh look at what they expect leading to a crisis in the state’s aging developments for handlers can come from the handlers, is it ‘you get what airport infrastructure. This made the in the form of new airline services you pay for’ or is it ‘you pay for what headlines this year when In August, and changes in airline networks with you get’?” Garuda was forced to announce a six existing airports. Independent ground Another opportunity for handlers months delay in the launch of its fi rst handlers are working in a generally more comes in aviation hardware develop- Jakarta-London service to May 2014 liberalised environment compared with ments. The arrival of the A380 in South because of the capital’s aging airport. the past. There are many opportunities Africa in 2010 provided BidAir with A multi-billion dollar Abu Dhabi for the taking.

Ground handling staff at Johannesburg airport welcome the arrival of the ﬁ rst Air France A380

www.ags-airlinegroundservices.com Summer 2014 Airline Ground Services 39 FEATURE | ROUTE DEVELOPMENT

Route development is critical to the success of both airlines and airports, but there is no magic formula that can be applied across the board. Decisions have to be made based on individual factors, which are evolving constantly in the fast-moving aviation world

ROUTES SUCCESS

40 Airline Ground Services Summer 2014 www.ags-airlinegroundservices.com FEATURE | ROUTE DEVELOPMENT

ake Canada’s low-cost air- are performing well. If not, adjustments line WestJet, which serves are made to improve performance. The 88 destinations. It strives to important factor is to remain fl exible maintain its position as one and competitive across the entire net- of the fi ve most successful air- work to offer the choices guests have Tlines in the world and has built a strong asked for,” said Weatherill. business model based on steady growth. WestJet has a broad cross-section But recently it took steps to expand its of passengers to satisfy when selecting routes in directions once thought out of routes. “In Canada, one can imagine how bounds. popular sun destinations are between John Weatherill, WestJet director of October and April, and with such a vast network and schedule planning, said: expanse of Canadian soil to cover, the “In addition to the recent launch of our domestic market is popular with both new regional carrier - WestJet Encore - business travellers and guests visiting we’ve announced our fi rst trans-Atlantic friends and family from coast to coast,” route, to Dublin. All of this from an air- said Weatherill. “Our business travel line that pledged 18 years ago to never John Weatherill, WestJet director of market is also growing and we have infl y east of Winnipeg, Manitoba, which network and schedule planning troduced different fare options and Plus hardly anyone outside of Canada has seating to appeal to that demographic.” heard of.” family and friends?” said Weatherill. WestJet has certain characteristics WestJet’s 20-person Network and “WestJet Encore was introduced in 2013 that have kept it in the ranks of North Schedule Planning team takes the deci- to provide these services to smaller Ca- America’s most profi table airlines. “We sions over new routes. It works around nadian communities. As well as stimu- have kept out of the airline graveyard by 18 months in advance developing and lating local economies in catchment ar- offering destinations the public is asking adjusting existing and future routes. eas, the competition introduced to the for. But that is part of a larger strategy “Before selecting routes, the team always regional market has created a signifi cant to adapt routes to capitalize on popular look at new and existing destinations drop in the high cost of regional travel.” destinations in different seasons, opti- with an eye on passenger demographics. Once a route is up and running, mizing the fl eet and remaining vigilant What routes will satisfy business, leisure WestJet’s planning team monitors it in terms of route performance,” he said. and family requirements? Which ones closely. “They are constantly evaluating Compared to low-cost airlines, lega- will allow them to keep in touch with and planning ahead to make sure routes cy carriers have different criteria to take

www.ags-airlinegroundservices.com Summer 2014 Airline Ground Services 41 FEATURE | ROUTE DEVELOPMENT

into account when selecting routes, but Croatia and Santiago de Chile in Chile. their business models also have to adapt “We launched three weekly fl ights to to changing circumstances. For a long Santiago de Chile, which was our ninth time, Air Japan focused on selecting city destination in Central and South Ameri- destinations to favour business travel- ca, emphasizing the importance of long- lers, but an airline spokesperson said it haul fl ights for this developing region,” had adapted its strategy in recent times. they said. “Now when we select new destina- KLM is also the largest European tions, our strategy is to look carefully supplier of fl ights between Europe and at the mixture of business and leisure China, a vital role given the Asian giant’s travellers,” he said. “Our route develop- growing economic power. “We started ment is a comprehensive and systematic with just a handful of frequencies back project. International air travel demand in 2000, but we now operate 58 weekly is volatile and an airline’s main task is to fl ights between these major economic gain stable and sustained profi ts. So our centres. This consolidates Amsterdam’s route network is based on a thorough position as a gateway between China and profi tability analysis. We also discuss Western Europe. We serve eight cities in Ioanna Papadopoulou, AIA director, every detail with the airports, even down marketing and communications Greater China, along with our partner to putting up signs in Japanese.” China Southern,” the spokesperson said. Air Japan has traditionally focused Despite the expansion of KLM’s on providing services to famous and yield business travellers. There’s a strong routes, the company has had to be fl ex- iconic cities, including New York, Lon- possibility of new launches to and from ible in its response to fl uctuations in the don, Beijing and Shanghai. But it re- these regions. We have a list of candidate economy. “It’s a tougher market with cently introduced new routes to second- cities and the route development teams more competition, and fuel prices have tier cities, including Boston, San Diego are selecting the best ones,” he said. risen. So, we have made more seasonal and Helsinki. Dutch carrier KLM also believes it adjustments to our network and fl eets. “Introducing a completely new route has an advantageous strategic position This fl exible approach to opening and helps strengthen economic relationship in the heart of Europe. “Despite having closing routes and using different types between city pairs on our routes. Also, a relatively small home base at Schiphol of aircraft has made KLM stronger and by connecting smoothly throughout our International Airport, in Amsterdam, bigger than ever before,” she said. network, the new city gets easier access KLM has maintained an international With route development, there is to various cities. This can yield enor- orientation from the beginning and often a complex interrelationship be- mous growth to local economies. Once now serves 135 destinations,” said their tween the airlines and airports. Athens the routes are in place, Air Japan works spokesperson. “Our strength lies in the International Airport (AIA), for exam- closely with the local community and tightly knit worldwide network we have ple, makes available a portfolio of busi- tourism offi ces to consolidate their suc- created with our partners. It links nearly ness cases to all its airlines. “Our route cess,” he said. every important economic region in the development is always based on two-way Although Air Japan recognises the world with the Netherlands, and with communication involving a great deal of competitive challenges posed by low- each other. Passengers transfer easily at exchanging views and ideas,” said Mrs cost carriers, it believes further growth is Schiphol and cargo planes can get prac- Ioanna Papadopoulou, AIA director, possible. “We are aiming to capture the tically anywhere easily.” marketing and communications. growing travel demand between South- For many years, KLM has regularly Athens often makes suggestions east Asia and North America. We will introduced new routes based on its route based on detailed analysis of Market- utilize Japan’s geographical advantages development team’s analysis of a coun- ing Information Data Transfer (MIDT) – it is almost in the middle of Southeast try’s economy and tourist industry. Last data, as well as its own annual passen- Asia and North America. In this partic- year, KLM opened four new routes: Bil- ger surveys. “The airport’s surveys are a ular market, we’ll be focusing on high- bao in Spain, Turin in Italy, Zagreb in valuable source of information to iden-

42 Airline Ground Services Summer 2014 www.ags-airlinegroundservices.com FEATURE | ROUTE DEVELOPMENT

tify potential opportunities,” said Papa- ington and Boston. Those routes could To date, Ryanair has operated with dopoulou. “The airport’s experience over easily accommodate direct services and great success out of Modlin. When the 13 years of analysing 40,000 interviews benefi t even more from the strategic airport opened in 2012, Ryanair had a year, offers an advantage to our devel- location of Athens and the additional eight routes, but it soon expanded and opment team. Even more importantly, traffi c to the US from the surrounding last winter it fl ew to 17 European air- the information allows for in-depth Balkans and Mediterranean area,” said ports: Glasgow Prestwick, Brussels- analysis by the airlines. They make the Papadopoulou. Charleroi, Paris-Beauvais, Eindhoven, fi nal decisions based on how the route Similarly, there are high numbers Milan-Bergamo, Liverpool, Stockholm- fi ts into their developmental plans, air- of indirect fl ights from Athens to Asia, Skavsta, Budapest, Oslo-Rygge, Lon- craft availability, traffi c potential, costs especially Bangkok, Singapore, Beijing don-Stansted, Rome-Ciampino, Bolo- and revenues.” and Seoul. “Asia, along with the Aus- nia, Bristol, Manchester, East Midlands, The airport can also try to infl uence tralia routes of Melbourne and Sydney, Dublin, Cork. an airline’s decision by making opening constitutes a market of 400,000 indirect In addition to these 17 airports, Ry- discounts available under AIA’s growth passengers per year which every relevant anair fl ew to four seasonal holiday desti- incentive scheme. “It’s a risk-sharing airline could take advantage of by put- nations in the summer of 2013 – Chania, instrument to support the airlines in ting on direct services,” she said. Palma, Trapani, Marseille, Pisa. These their efforts to introduce new routes. In Poland, Warsaw Modlin Airport routes were all successful and will re- These incentives offer signifi cant dis- has had to take different factors into ac- appear in the schedules this summer, counts on landing and parking charges count in developing its routes. Modlin alongside fi ve new destinations – the for up to fi ve years to alleviate start-up was opened as recently as July 2012 and domestic Polish ones of Wroclaw and costs. More than eight different growth one airline, Ryanair, dominates its fl ight Gdansk and the international ones of schemes are available to airlines. Along schedules. The Hungary-based low-cost Thessaloniki, Shannon and Alicante. As with other innovative marketing instru- carrier Wizz Air used Modlin for several a result, there will be 26 Ryanair routes ments, they have won 12 Routes Airline months, but only as a temporary base from Modlin this summer. Marketing awards over the last nine before transferring to Warsaw Chopin “Most of the new routes went well years,” she said. Airport last summer. last summer, but Ryanair also decided to AIA monitors the trends and struc- cancel several routes which were operat- tural changes in both the international ed in summer 2013 to and from Weeze, and Greek market. In the last two years, Hahn and Bari. Load factors and yields the major complicating factor has been were not satisfying so Ryanair moved the dramatic slump of the Greek econ- the capacity to the new routes,” Lenarc- omy which has complicated the route zyk said. development picture. Ryanair’s confi dence in new route “The downturn has changed the development out of Modlin is based on travel behaviour of Greek consumers the relative stability of Poland’s economy and we’ve seen a weakening of interna- which has better resisted the global melt- tional Origin and Destination traffi c, as down than the Greek economy. “We had well as transfer traffi c via Athens, due to no recession in 2009-2012, even though the tarnished profi le of the city and the we developed more slowly and in 2014 country. Rising fuel prices have also put our economy should grow by 3%. Be- pressures on airline capacity. Another cause the fi nancial crisis does not seem pressure has come from the subsidies threatening to people any more, Polish provided to foreign low-cost carriers by people are eager to travel and willing to Greek regional entities to increase direct Piotr Lenarczyk, commercial-marketing spend money,” he said. operations to regional airports,” she said. director, Modlin Air travel has become a new habit for To counteract the negative effects of many Poles as low-cost airlines provide the economic crisis, AIA introduced tem- Modlin’s commercial-marketing cheaper tickets and a greater variety of porary and targeted pricing measures director, Piotr Lenarczyk, says the air- routes. Around 10% of passengers have in the winter of 2011-2012, which have port’s formula for route development is never fl own before. There were 25 mil- been updated seasonally. “The main aim relatively straightforward. “We simply lion passengers in Poland last year and is to complement the traditional incen- check where Polish people fl y to and try the number is rising. Lenarczyk expects tives, which are purely growth-oriented, to convince Ryanair to establish a route growth of of 1.5 million in 2014 and a by rewarding the sustainability of airline there. An additional factor is that the stable 0.2 million per year rise for four capacity. The intention is to counteract destination airport should already be years after that. traffi c losses,” she said. In addition, in used by Ryanair. If it’s one of Ryanair “We hope to open some new routes 2013, AIA kept all charges unchanged base airports that is even better as it’s in the summer of 2015 and we are al- for a fi fth consecutive year. less expensive to operate from,” he said. ready in talks with Ryanair about po- Despite the downturn, AIA sees sig- “At the end of the day Ryanair makes tential new ones. It’s never an easy nifi cant opportunities for development. the fi nal decision and takes on the risk, process and it can take a long time to Although Europe and the Middle East but we give them wish list with as much negotiate, especially if we want to at- are well exploited, the Americas, the Far data and feedback as possible about po- tract a new carrier to new routes. With East and Africa have great potential to tentially unserved markets with high po- Ryanair the process is shorter, as they provide new routes. “More than half a tential. We select airports with low-cost are already based here and know the million passengers a year are fl ying indi- structures, so we don’t fi ght to put on market well. It’s just a matter of time rectly between Athens and US destina- routes to the biggest and most expensive before we make more announcements,” tions, mainly New York, Chicago, Wash- hub airports.” he said.

www.ags-airlinegroundservices.com Summer 2014 Airline Ground Services 43 INTERVIEW | AER LINGUS

Aer Lingus turns around an Etihad A330 at Dublin Airport

BEST OF ALL WORLDS "FS-JOHVT *SFMBOETmBHDBSSJFS JTJOUIFVOVTVBMQPTJUJPOPGPQFSBUJOHBTBAWBMVFDBSSJFS PGGFSJOHDPNQFUJUJWFGBSFTCVUSFUBJOJOHBIJHIFSMFWFMPGTFSWJDFUIBOUIBUPGMPXDPTU DBSSJFST*UIBTKVTUBEEFEUXPOFXMPOHIBVMEFTUJOBUJPOT 4BO'SBODJTDPBOE5PSPOUP BTXFMM BTSFDFOUMZCSBODIJOHPVUJOUPUIJSEQBSUZIBOEMJOHJOBQBSUOFSTIJQXJUIJUTFRVJUZQBSUOFS &UJIBE"JSMJOFT BU%VCMJO"JSQPSU8FTQPLFUP$IJFG0QFSBUJOH0GlDFS'FSHVT8JMTPOBCPVU UIFPQQPSUVOJUJFTBOEDIBMMFOHFTUIJTDSFBUFT

he airline’s watchwords for the requirement to deliver consistently ground handling, are “Safety, high standards of service to a third-par- reliability and consistent de- ty widebody aircraft operator. Robust livery of high quality service,” and diligent preparation was also key says Wilson. This applies to and we commissioned a comprehensive Tall aspects of the airline’s ground han- project plan to ensure the delivery of a dling operation, whether self-handling seamless introduction of our services or acting as a third-party handler. corresponding to the customer’s re- These high standards are “embedded in quired specifi cations. In adding such a our culture and strongly supported by new dimension to our ground handling our training programmes,” he says. business, we have leveraged our capa- The same standards apply when bilities at DUB and further confi rmed outsourcing ground handling at Aer our ability to provide world class ground Lingus’s 70 destinations throughout handling services. I am most proud of Europe and North America: “We use Fergus Wilson, Aer Lingus Chief all my colleagues in Ground Operations a range of criteria, foremost of which Operating Offi cer at DUB for this achievement.” are safety and quality of service. Value Aer Lingus self-handles at its Dub- proposition, available resourcing in line challenge, but one that the airline and lin hub and Shannon and Cork bases. with our schedule and requirements, its staff rose to meet. Etihad Airlines The GSE fl eet across all three airports scalability of ground handler station fl ies daily (twice daily from July 2014) comprises 480 motorised and 486 un- capabilities and reputation are all key into Dublin, operating A330 and B777 motorised pieces of equipment. Equip- considerations.” aircraft. Wilson explained, “Added to ment maintenance is outsourced and Adding third-party handling to serving our own fl ight schedule, this managed locally, through a central pro- the Aer Lingus portfolio presented a presented a key challenge in terms of curement and fl eet management strat-

44 Airline Ground Services Summer 2014 www.ags-airlinegroundservices.com INTERVIEW | AER LINGUS

egy from the Dublin hub. This ensures at airports is 35 to 45 minutes depend- Aer Lingus can take a holistic view of ing on the station. Our Airbus A330 the GSE fl eet across all stations, re-allo- aircraft serve mainly the USA and they cating equipment across stations where arrive into Dublin eastbound from necessary to meet changing demands. North America starting from 0500 in The airline runs a busy schedule the morning. Turnaround times are be- from its Dublin base so its ground han- tween one hour and forty-fi ve minutes dling has to be effi cient and stream- and two hours and thirty minutes de- lined. Wilson gave us an overview of a pending on the route. Some A330 air- typical day’s operation: craft operate to Spain or Portugal fol- “Aer Lingus mainline operate a fl eet lowing their arrival from the USA, then of 47 Airbus aircraft across our route have a quick turnaround back to Dublin network. Thirty-nine of these aircraft in the early afternoon for another trans- serve the Dublin base. We operate an atlantic departure to Chicago or New all Airbus fl eet consisting of both short- York in the early evening around 1700.” haul (A319, A320, A321) and long-haul “Our Operations Logistics Depart- aircraft (A330-200, A330-300). Three ment is responsible for managing the B757 aircraft recently joined the fl eet daily operation and also for managing to fl y the JFK and Boston routes from the recovery from disruptions. Issues Shannon and Toronto from Dublin.” that can challenge the daily operation “A typical day in the height of the are delays, weather phenomena, air summer season has approximately 220 Aer Lingus self-handles at its Dublin hub traffi c restrictions, customer conveni- fl ights across the network, of which and Shannon and Cork bases ence issues, technical problems, crew- circa 180 operate in and out of Dublin. ing logistics, ground handling issues We carry an average of 35,000 passen- turning to operate again in the evening and industrial action. We endeavour to gers daily during the summer season, to Spain arriving back around 2300. avoid, minimise and prevent delays and 24,000 of them in and out of the Dub- The Dublin – London route is our busi- disruptions at all times.” lin base. Short-haul aircraft are fully est, serving both London Heathrow and Aer Lingus began operation in 1936. tasked and a typical day can see one of London Gatwick. We operate approxi- It was fl oated on the Irish and London our A320 aircraft in Dublin starting at mately 40 fl ights in and out of London stock exchanges in 2006, and continues 0600, operating to Germany and back every day.” to adapt and innovate in the ever-chang- then off to Paris mid-afternoon, and re- “Our short-haul aircraft turnaround ing landscape of world aviation.

/Motion is our Business As the leading Ground Handling Provider at Munich Airport we´re mobile and ﬂexible. From developing and tailoring our services to meet customer needs to the continuous optimization of our processes.

Living ideas – Connecting lives

Visit our website to ﬁnd out more about AeroGround www.munich-airport.com/aeroground

www.ags-airlinegroundservices.com Summer 2014 Airline Ground Services 45 INTERVIEWFEATURE | GROUND | MENZIES HANDLING AVIATION Under the Patronage of H.H. Sheikh Ahmed bin Saeed Al Maktoum President of Dubai Civil Aviation Authority, Chairman of Dubai Airports, Chairman and Chief Executive of Emirates Airline and Group

Tomorrow’s Airport Industry, Today

<'5:1634*#3'1(5*'US$100 billion 3')+10#.#+32135&'7'.12/'05/#3-'5 <+4%644231,'%54#0&5'0&'34&+3'%5.:8+5*"145'&6:'34(31/17'3 3')+10#.#7+#5+10#65*13+5+'4 < 1+017'3 ).1$#.#+321354622.+'34#55*'+0&6453:4.'#&+0)$64+0'442.#5(13/ BOOK YOUR STAND TODAY

Please call Raed El Forkh on +971 50 653 1941 or email [email protected]

11 – 13 May 2014 | Dubai International Convention and Exhibition Centre www.theairportshow.com

SUPPORTERS

Co-located events

ORGANISED BY

46 Airline Ground Services Summer 2014 www.ags-airlinegroundservices.com REVIEW | GROUND HANDLING LOOKING BACK LOOKING FORWARD In a challenging economic climate, ground handlers continue to innovate and invest in technology and staff, and are optimistic about the future

encouraging for all fi elds of the tourism year and the positive image of WFS in industry. Political stability in Greece Manchester with the airlines and airport will ensure that long-term tourist tar- authority. We have also fi nalised the gets and objectives will be achieved. agreement for the cargo franchise in Dar es Salaam. MENZIES AVIATION, UK One of the challenges we face is con- 2013 was a good year for Menzies. We tinuing to support the business growth met the fi nancial expectations of our of our customers by providing the same institutional shareholders, we bettered high quality service in an unfavourable our safety and security record of 2012 economic environment. Our competi- GOLDAIR GROUP, GREECE and we completed three acquisitions. All tiveness is the result of a full synergy be- We are proud to achieve further in all a good year. tween our operational and commercial expansion internationally in addition Airline procurement departments strategy. In this respect, the growth of to 26 airports in Greece. Today Goldair are doing a great job and we have had our group has never wavered. To coun- Handling operates in two airports in to balance the demands of our biggest ter external events that may impact Cyprus, Larnaca and Paphos, and three cost, our labour force expecting small our business, we identifi ed the need to in Bulgaria. We have been granted a infl ationary pay awards and the air- develop a multi-service structure in a license to provide full ground handling lines not wanting this cost passed on. It multi-market environment. Wherever services at Bulgaria’s third largest means we have to improve our produc- possible within our network, we strive airport, Varna Airport, from April 2014. tivity relentlessly every year while con- to offer a ‘full handling’ solution that Goldair is already active in Bulgaria, as it tinuing to grow our customer base and combines both ground and cargo han- offers handling services at the airport in number of stations. dling. Another challenge is obtaining Sofi a from 2010 and Burgas from 2012. In the next 12 moths we see more the right contracts at the right price in Another important achievement is the consolidation. The Swissport-Servisair competitive markets. network agreement we have entered combination is good for the sector and While the fi eld of ground handling with German ground handling company we believe will lead to many opportuni- assistance was mostly limited to an AeroGround. Last but not least, this year ties for Menzies. Also we have a large implementing role, our customers can we have added Singapore Airlines (for war-chest and expect to complete an- see the benefi t of relying on a group Greece) and Tarom (for Bulgaria) to our other minimum three, maximum fi ve like WFS. Indeed with the increasing clientele and renewed the contacts with acquisitions in 2014. We have the funds integration of these sectors, sign of a major customers including Aerofl ot, to ensure that we are the second larg- growing global demand, the ground Emirates, Novair, Small Planet and est ground handler in the world but the handling industry cannot escape the Turkish Airlines (cargo). number one when it comes to safety, logic of consolidation. We believe that The main challenge has been the security and service delivery. the industry overall will continue to current global and national economic give more opportunities for expan- and political crisis and its consequences, sion. We anticipate strong demand in resulting in constant pressure for reduc- areas hitherto little or not explored by tion of prices from airlines. Therefore, ground handling companies. We aim we have been urged to minimise our to play a major role in the identifica- costs while we have to keep a high level tion, design and implementation of of safety and quality of services offered. these additional services. In the coming year, for the industry WFS GLOBAL, FRANCE in general, we can foresee global stabi- We intend to serve our customers, FRAPORT AG, GERMANY lisation with a tendency of slight devel- airlines and airports. Their recognition Departure punctuality could be even opment. For our business, and Greece is our main satisfaction, and it is further improved here in Frankfurt. In as a tourism destination, there seems expressed through the confi dence they 2013 82.8 percent of all departing fl ights to be an increase in demand towards place in us. Our recent developments in were on time, meaning that Frankfurt our country and an estimate of 18 mil- Northern Europe, the United Kingdom, ranks among the most punctual hub lion international arrivals this year. We Jordan, in Africa and those to come are airports worldwide. This is due to an are happy to see the effectiveness of a good example. They include our new increase in runway capacity but also the measures taken to reduce the is- station start-up in Manchester for ramp a result of our excellent performance sue of high seasonality of Greek tour- and passenger handling: four handling in ground handling services and ism. There are positive signs that are contracts in Manchester within the fi rst infrastructure.

www.ags-airlinegroundservices.com Summer 2014 Airline Ground Services 47 REVIEW | GROUND HANDLING

This year we are celebrating the 40th services to our customer airlines in line The cost of fuel for aircraft and the birthday of our fully automated baggage with their requirements. increasing concerns of security impact handling system. With a total length of New GHA services are blooming on our business, since both will have 80 kilometers the system is worldwide due to leading-edge technologies. The the tendency of increasing cost, which unique. It truly represents the ‘heart’ of only way to thrive is an innovation- makes alternative forms of transport our state-of-the-art central ground han- oriented culture. Some major ground of cargo more attractive. Air cargo sur- dling infrastructure, which is of great handling companies which left the re- vives by sufficiency and making the re- advantage for all our airline customers gional market a decade ago are now duced travel time an attractive proposi- here at Frankfurt Airport. coming back on the scene. This new tion to its customer base. Traffic figures at Frankfurt Airport trend combined with a tough competi- developed better than expected in 2013. tion environment, pushes us to define AVIAPARTNER, BELGIUM Despite challenging framework condi- new development strategies and assess The users committee of Paris-Orly tions, we have been able to achieve traf- complementary partnerships. Our ex- airport voted on the attribution of fic growth, as we are working meticu- perience of the French market with its handling licenses. The massive vote by lously on our infrastructure and servic- specificities in terms of HR regulations the airlines for Aviapartner puts our es. Passenger figures rose by nearly one and the know-how of tailored ground group in second place in the overall percent to more than 58 million. Also handling services make the difference. voting, raising the possibility for us to cargo traffic developed positively ris- operate in Orly Ouest, if the authorities ing by 1.4 percent to almost 2.1 million confirm the choice of the airlines. This metric tons. is the reward of an excellent collective Our goal at Fraport Ground Servic- performance in all our stations in France es is to provide and support a successful and in the Group. hub operation in the heart of Europe to We are proud of our close customer all our airline customers here in Frank- partnerships. Proof of our success are furt. Therefore the successful manage- the several contract renewals and ac- ment of growth and quality will always quisition in different airports includ- remain our focus. ing FCO, VCE, MXP and NCE with Air Canada; DUS with ANA, Turkish, SAS, HACTL, HONG KONG Germanwings, SunExpress and Ger- The management of Hactl handled the mania; In France and the Netherlands difficult labour market exceptionally with Vueling; and in Belgium with TAP, well in 2013. We were able to retain Ethiopian, Iberia, British Airways and all of our key staff, in particular very Jetairfly. On April 1st, Aviapartner Italy technical and technically trained staff will open its eighth station at BLQ. who are so essential for the smooth The market is changing rapidly operations of our terminal. This is in an and the pressure to reduce costs and environment where there is a general increase efficiency and quality is high. shortage of labour of nearly 6000 At Aviapartner, we try to understand people at the airport and in certain in depth the needs of our customer AMC GROUP, FRANCE disciplines relating to ground handling airlines and strongly believe that close In October 2013 we proudly announced and the ramp business the demand is customer communication, continuous the renewal of the licence of MAP extremely high, which was exacerbated improvement and operational excel- Handling (a subsidiary company of by Cathay Pacific opening their own lence (both in terms of safety and qual- AMC Group) at Nice Airport for seven terminal and trying to attract labour ity) go hand in hand with improved ef- years. The renewal of the licence from other sources. ficiency and cost reduction. shows the trust of our clients and We face constant challenges, since The pace of the changes in the mar- the authorities, which is our greatest we operate in a highly dynamic indus- ket will remain. The large airline groups strength. MAP Handling opened its try in an extremely competitive world. will continue to integrate products, ser- ninth lounge dedicated to general However, by having the right people vices and operations to reduce costs as aviation at Strasbourg airport in a joint in the right jobs and working together much as possible whilst the low cost venture with Landmark Aviation. The with a common goal we will be able to airlines will move gradually towards the highly professional team operates with overcome the challenges, which we will traditional segment. As a ground han- the same helpfulness as at Bordeaux, Le inevitably face. dler it is important to have a good mix Bourget, Lyons, Marseilles, Montpellier, Over the next 12 months we expect in your customer portfolio and to think Nantes, Nice and Toulouse lounges. the air cargo industry in general to show outside of the box. Aviapartner has the As we handle all types of airlines, growth over 2013, and we will focus a reasonable size, personal approach and our challenge is to adapt to different lot of time and effort cooperating with close customer contact to be able to re- commercial policies and procedures in customers on how to work together to act quickly in this changing environ- compliance with safety and security reg- meet the challenges faced by the indus- ment. In a quickly changing aviation ulations. Thanks to our proactive and try. The importance of progressing with industry, the ground handling mar- qualified staff who welcome new proce- the third runway for Hong Kong is es- ket continues to consolidate. Avia- dures, the support of our QSSE depart- sential for the future well-being of the partner’s network in Europe is a key ment and GSE investments, we are able air cargo industry in Hong Kong and element to play an important role in to satisfy all our customers regardless of further delay would have a very nega- this trend without jeopardising the their profile. We have achieved our ob- tive impact on the industry as a whole personal approach and intimacy of a jectives to provide high levels of quality and to Hactl. privately owned local business.

48 Airline Ground Services Summer 2014 www.ags-airlinegroundservices.com