SUMMER ISSUE 2014

COMMUNIQUÉ

Every flight begins a t the .

Issue sponsored by: BUSINESS

Vueling CEO Alex Cruz:

On ’s importance On not liking low cost terminals On working with to increase passenger spend

Airports & Cyber-security Airport Charges The Airline Conversation

The invisible threat EC releases review of the With Sertaç Haybat, Directive on Airport Charges the CEO of HH EE AA LL TT HH II EE RR

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OLIVIER JANKOVEC, AIRPORTS IN ALEX CRUZ, CEO, DIRECTOR GENERAL, THE NEWS ACI “Airports who want to A snapshot of stories from work with Vueling need to Editorial: Back to the Future? around Europe appreciate what service business travellers expect”

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AIRPORTS & AIRPORT CHARGES PASSENGER SERVICES CYBER-SECURITY The healthier foods your passengers and staff want . . . Bridging the gap between ACI EUROPE launches We need to talk about airlines & airports groundbreaking Guidelines on The healthier fit for your airport. cyber-security the passenger experience andwiches and salads with fewer than six grams of fat, made with fresh ® S vegetables, are available at SUBWAY restaurants and can fit right in with healthier eating habits. Customers can have their made-to-order portable sandwiches and other great food options for all day-parts .

As the #1 Global franchise*, SUBWAY® restaurants show a strong international presence with a simple and flexible operation.

The SUBWAY® restaurant chain has 48 years of experience and has made it possible for thousands of individuals to build and succeed at their own businesses. The chain offers franchisees access to a well-structured and effective system that has been developed and perfected over several Airports Council International Director: Media & Communications Magazine staff PPS Publications Ltd decades. European Region, Robert O'Meara 6 Square de Meeûs, Tel: +32 (0)2 552 09 82 Publisher and Editor-in-Chief Paul J. Hogan 3a Gatwick Metro Centre, Balcombe Road, With more than 40,000 restaurants operating in more than 100 countries, the B-1000 Brussels, Belgium Fax: +32 (0)2 502 56 37 Editor Ross Falconer Horley, RH6 9GA, United Kingdom SUBWAY® restaurant chain is the largest restaurant chain in the world! Your [email protected] Deputy Editor Amy Hanna passengers and employees will appreciate the availability of a familiar brand Director General Sales Director Jenny Rayner Tel: +44 1293 783851 Fax: +44 1293 782959 name that they know and trust. Olivier Jankovec Director: Membership Head Designer Richard Jende email: [email protected] Tel: +32 (0)2 552 09 72 Services & Events Graphic Designer Samita Brant [email protected] Danielle Michel General Manager - Association Business Paul Sweeney © PPS Publications Ltd 2014 Contact Janet Bencivenga Tel: +32 (0)2 552 09 78 800.888.4848 x 1351 or 203.877.4281 x 1351 Fax: +32 (0)2 502 56 37 e-mail: [email protected] [email protected] Or visit www.subway.com The opinions and views expressed in Communiqué Airport Business are not necessarily those of ACI EUROPE or the Publisher. ACI EUROPE and PPS Publications accepts no ® © SUBWAY is a registered trademark of Doctor’s Associates Inc. 2014 Doctor’s Associates Inc. responsibility or liability whether direct or indirect, as to the currency, accuracy or quality of the information, nor for any consequence of its use. *SUBWAY® is the #1 restaurant chain in total restaurant count with more locations than any other chain in the Quick Service Restaurant (QSR) industry. CONTENTS CONTINUED

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AIRPORT LEADERSHIP ACI EUROPE AIRPORT ACI EUROPE AIRPORT MANAGEMENT AND CHANGE TRADING CONFERENCE REGIONAL AIRPORTS’ SYSTEMS MANAGEMENT & EXHIBITION CONFERENCE & EXHIBITION Enhancing operational efficiency The High Performing Airport Commercial revenues vital to operational excellence Report from Madeira

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WAYFINDING INNOVATION SHOWCASE VENICE MARCO POLO AEROPORTI DI ROMA INNOVATION AIRPORT Passenger-focused innovation Rome Fiumicino enhancing Leading the way The outstanding performance of connectivity Venice Marco Polo Airport

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VERONA AIRPORT MILAN MALPENSA BERGAMO ORIO AL AIRPORT PEOPLE SERIO AIRPORT 19 new services generate growth at Luxury retail at heart of Milan Øyvind Hasaas, new Managing Verona Malpensa makeover Bergamo Orio al Serio completes Director, Oslo Airport renovation

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WINTER SERVICES THE AIRLINE SECURITY & CONVERSATION FACILITATION Winter preparations The year of Hamburg Airport Sertaç Haybat, CEO Pegasus Airlines Meeting the needs of airport and passenger

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FRANKFURT AIRPORT 24TH ACI EUROPE OUTSIDE IN GENERAL ASSEMBLY, Germany’s gateway to the world CONGRESS & EXHIBITION Brian Collie, Chairman, Jurys Inn, and Chairman, Luxury Retail, Sponsor and exhibitor news McArthurGlen helsinkiairport.fi helsinkiairport

You know where your business takes you. We know how to get you there, faster. Because the fastest route connecting Asia and Europe is via .

We are growing to meet your now and future needs. Because like you, when it comes to flying, we mean business.

Trust us and you are already there. Respect for the environment is central to everything we do

Brussels Airport is an important company in Belgium. Courtesy of its central location, the airport plays a crucial role in the connectivity of the region and the whole country. In addition, is one of the largest employers in Belgium, employing 20,000 people directly and a further 40,000 indirectly.

Every day, sta at Brussels Airport seek out the most innovative solutions to deliver the best possible service to their customers, passengers or businesses, and in doing so meet the requirements for an airport that serves as an international transport hub at the crossroads of economic and cultural relations. At the same time, we are always looking at how we can reduce the environmental impact as much as possible, in consideration of the requirements that exist in terms of technical feasibility, safety and security and the economic obligations we need to meet.

Alongside being a company with a solar park that generates 3% of its energy requirements, Brussels Airport is also one of the few airports in Europe that has its own water treatment plant and the only airport that puri‚ es the waste water from de-icing operations. Moreover, despite the growing number of passengers, Brussels Airport manages to limit its impact on the environment: the volume of waste is decreasing steadily, and average energy consumption is falling year on year. The noise levels measured in 2013 were also the lowest for 10 years. In designing new infrastructure, we use the latest state-of-the-art technologies in terms of sustainability in order to reduce the environmental footprint of our activities.

In the development of Brussels Airport, we do not shy away from our major responsibilities as an airport operator. At the same time, we remain fully focused on the future with our sights locked on the sustainable development of our activities for the future generations.

Discover our Environment Report and all our other sustainable actions on www.brusselsairport.be

14319-EN-V3-ad A4 milieu.indd 1 28/05/14 12:22 EDITORIAL

Respect for the environment Back to the Future? is central to everything we do

By Olivier Jankovec, Director General, ACI EUROPE Brussels Airport is an important company in Belgium. Courtesy of its central location, the airport plays a crucial role in the connectivity of the region and the whole country. In addition, Brussels Airport is one of the largest employers in Belgium, employing s we are preparing to assemble pointing to increased traffic concentration, retaining both passengers and airlines. 20,000 people directly and a further 40,000 indirectly. in Frankfurt for our 24th Annual which means that growth is likely to be ACI EUROPE’s Facilitation & Customer Congress & General Assembly, more focused and less inclusive. Service Committee has just come up Every day, sta at Brussels Airport seek out the most innovative solutions to deliver the A trading conditions have con- Besides traffic, connectivity is becom- with a comprehensive review of the way best possible service to their customers, passengers or businesses, and in doing so meet the tinued to improve markedly since the ing a challenge of its own. Indeed, traffic airports conceptualise, plan and deliver beginning of the year. Passenger traffic growth no longer translates into system- their passenger experience. Our new requirements for an airport that serves as an international transport hub at the crossroads posted an impressive +8% growth in April atic connectivity gains. Since 2008, small Guidelines for Passenger Services at of economic and cultural relations. At the same time, we are always looking at how we can – well above macro-economic indexes. and regional airports have seen their European Airports were presented to EU reduce the environmental impact as much as possible, in consideration of the requirements For the first time since the financial cri- direct connectivity decrease by -3.4%. At Transport Commissioner, Siim Kallas, by that exist in terms of technical feasibility, safety and security and the economic obligations sis of 2008/2009, the performance gap the same time, larger airports and hubs our President in early June – receiving we need to meet. between EU and non-EU airports has have shown significant connectivity resil- appreciation and praise. Crucially, these significantly narrowed and it is also com- ience, and they have played an increasing Guidelines will help airports check their forting to see those national markets most role in providing indirect connectivity to fundamentals and further enhance every Alongside being a company with a solar park that generates 3% of its energy requirements, impacted by the Sovereign debt crisis other airports. However, they also face aspect of the passenger experience. Brussels Airport is also one of the few airports in Europe that has its own water treatment enjoying a rebound. tough competition for connectivity from You may have noticed some new plant and the only airport that puri‚ es the waste water from de-icing operations. Moreover, All this bodes well for the peak summer their peers both in Europe and beyond. features to our magazine, like Airport despite the growing number of passengers, Brussels Airport manages to limit its impact months – apart from Ukrainian airports, Our Annual Congress in Frankfurt will all People which sheds the light on the on the environment: the volume of waste is decreasing steadily, and average energy which are bracing for severe hardship. be about connectivity – with the release individuals shaping our industry – or consumption is falling year on year. The noise levels measured in 2013 were also the lowest Yet, behind these generally positive of a comprehensive ACI EUROPE report The Airline Conversation which this time headlines, the picture remains contrasted. on how the connectivity of Europe’s air- introduces you to Sertac Haybat, the for 10 years. In designing new infrastructure, we use the latest state-of-the-art technologies As in any competitive industry, it is not a ports has evolved over the past 10 years. CEO of fast growing Pegasus. And as in terms of sustainability in order to reduce the environmental footprint of our activities. win-win for all. Several large airports have This is quite fitting with a new European you have no doubt noticed already, Alex enjoyed a traffic boost as low cost carriers Parliament freshly elected and a new Cruz, CEO of the ambitious Vueling, is In the development of Brussels Airport, we do not shy away from our major responsibilities are moving up market. However, this has European Commission to be appointed the subject of our lead interview in this as an airport operator. At the same time, we remain fully focused on the future with our been at the expense of other secondary after the summer. Connectivity has indeed issue. Vueling is a perfect example of sights locked on the sustainable development of our activities for the future generations. and regional airports. This new trend was taken an ever more prominent position in how the airline business is going hybrid. much debated at our Regional Airports policy debates, given its direct correlation Given that it is airlines likes these which Conference in Madeira last May – with with economic growth and jobs. are putting more capacity in the market, easyJet, Vueling, TAP and HOP! sharing For airports, traffic and connectiv- you can expect to see more of their their current strategies and market posi- ity are closely linked to quality – a key logos at European airports in the sum- tioning. These recent developments are competitive factor for attracting and mer season and beyond.

Discover our Environment Report and all our other sustainable actions on www.brusselsairport.be

Summer 2014 Airport Business 07

14319-EN-V3-ad A4 milieu.indd 1 28/05/14 12:22 Airports in Eindhoven Airport At 16.5% so far in 2014, Eindhoven Airport is growing faster than the news Amsterdam Airport Schiphol. Eindhoven Airport has developed a new airport operations website, in association with the Ensure that ACI EUROPE is up to Alderstafel advisory committee. The website will provide accurate information about the airport, using speed with the latest news concerning tools such as Brüel & Kjær’s WebTrak and WebTrak MyNeighbourhood. These provide the community your airport by contacting us via with information about their local airport’s complaint handling process, noise measurements, answers [email protected] or via to frequently asked questions, and a better understanding of airport operations. our Twitter feed @ACI_EUROPE

Shannon Airport If its current growth path continues, Shannon Airport will get very close to achieving 1.5 million annual passengers in 2014.

Shannon Airport’s nine new European routes (Munich, , Faro, Warsaw, Krakow, Nice, Poitiers, Berlin, and Fuerteventura, with , and , via ) have delivered a 140% increase in passenger numbers on continental services recorded in April in comparison to the same period last year. Shannon enjoyed its biggest monthly increase in over a decade as 31% more passengers flew through the airport in April compared to the same month in 2013. The sharpest increase was recorded in passenger numbers to and from the continent, which more than doubled.

Amsterdam Airport Schiphol If Amsterdam Schiphol keeps growing at its current rate (4.9%) in 2014 it will surpass 55 million passengers.

Amsterdam Airport Schiphol, Europe’s fourth busiest airport, achieved carbon neutrality in April. The achievement was announced at this year’s Global Sustainable Aviation Summit, which took place in Geneva. Eindhoven Airport – also a member of the Schiphol Group – was certified at the ‘Neutrality’ level of Airport Carbon Accreditation in 2013, becoming the very first carbon neutral airport in Benelux.

Málaga-Costa del Sol Airport The airport is averaging nearly 10% (9.5%) growth so far in 2014 (January-April).

Honeywell Aerospace’s SmartPath Precision Landing System, which simultaneously reduces weather-related delays, lowers air traffic noise, improves flight efficiency and increases airport capacity, has started operating at Málaga-Costa del Sol Airport in . SmartPath is the world’s only certified Ground-Based Augmentation System (GBAS), a technology that augments GPS signals to make them suitable for precision approach and landing, before broadcasting the data to approaching aircraft. Helsinki Airport Helsinki Airport is averaging nearly 5% Chopin Airport handled over 47,000 PRMs (4.8%) growth so far in 2014 (January- (Passengers with Reduced Mobility) in 2013, making it one of the top PRM-friendly airports in April). On that basis it should exceed Europe. Each PRM has the right to request the free 16 million annual passengers. assistance of a specially trained airport employee, provided from the moment they arrive at the airport Finavia has announced a €900 million expansion until they are seated on a plane, or in reverse in the project at Helsinki Airport, designed to strengthen case of arriving passengers. its position as a hub between Europe and Asia, and help it meet rising future demand. Improvements will focus on increasing check-in, transit travel capacity and passenger traffic arrangements. The first stage will be completed in the summer, when Minsk Airport a new security checkpoint will be introduced in Terminal 2, while new departure processes are Minsk National Airport in Belarus has deployed scheduled to be built around May or June this year. Rapiscan Systems’ Real Time Tomography (RTT) Additional security check capacity, a new congress 110 Hold Baggage Screening (HBS) systems, as area, and an automated check-in and baggage part of the airport’s long-term investment and drop are also expected to be constructed this year. development of its infrastructure. Equipped with stationary gantry detection technology, the Rapiscan RTT can detect an increased range of explosive threats and prohibited items, such as liquid explosives.

Paris- Paris-Orly has achieved 5.4% average monthly growth so far in 2014.

Paris-Orly Airport has also launched an innovative environmentally friendly filter marsh system for the treatment of stormwater run-off. The marsh filtration system, believed to be the first of its kind at an airport, is made up of a pond and a marsh reed bed, which will treat winter products contained in stormwater from the airport. The system consists of 12 basins each measuring 500sqm, 34,000 reeds, and is currently in a one- year period of fine-tuning.

Rome Fiumicino Airport 43 new services (+14%) between August 2013 and August 2014.

Aeroporti di Roma is clearly focusing on the passenger with two recent initiatives. Wi-Fi internet access became unlimited and entirely free from May. Passengers can now connect to Wi-Fi from their laptops, tablets or smart phones, to browse and download mail while awaiting their flight. Additionally, an ‘Airport Helper’ project was also launched in May. Assisting passengers with professionalism and courtesy, enhancing their airport experience: this is the main task of the Airport Helper, a figure called to help travellers find their way around the Rome airport.

Izmir Adnan Menderes Airport Izmir Adnan Menderes continues to maintain its position as the fifth largest airport in Turkey behind Istanbul Atatürk, Istanbul Sabiha Gökçen, Antalya and Ankara.

Turkey-based Izmir Adnan Menderes has opened a new domestic terminal, which was built with an investment of €265 million. Built by TAV Construction, the terminal is expected to support growing domestic and international traffic, as well as expand the overall wider economic development of the region. Spread across a total area of about 200,000sqm, the terminal has eight passenger boarding bridges and is located next to the current international terminal.

Compiled by Inês Rebelo. See you in next year!

25th ACI Europe General Assembly, Congress and Exhibition Hilton Prague, 24–26 June 2015 VUELING INTERVIEW

See you in Prague next year! Alex Cruz, CEO of Vueling, in conversation with Airport Business “Airports who want to work with Vueling need to appreciate what service level business travellers expect”

By Paul Hogan

We don’t like low cost into – ‘LCC’ or ‘hybrid.’ I think ‘extremely Airport Business met Alex Cruz at airports and low cost productive’ might be a better one.” Cruz , the headquarters of International Airlines Group (IAG) which terminals.” It’s not exactly is referring to the noticeably changed also comprises and . what you expect to hear dynamic among all the big ‘non-legacy’ “We have clear profitability and growth from Alex Cruz, CEO of Vueling, the boss airlines who have decided that they want objectives and the rest of IAG, starting of Europe’s fourth-largest low cost carrier to raise average yields significantly by with Willie Walsh, understand Vueling’s business model.” IAG ownership has also (LCC), which expects to overtake putting the business traveller at the core given Vueling access to much larger Norwegian to become Europe’s #3 LCC of their model – the same staple passen- resources: IAG announced in August within the next year (you can probably ger which most airlines relied upon for 2013 that an additional 120 A320s would be deployed to Vueling 2015-2020. guess which LCCs are #1 and #2). Vueling ultimate profitability for 50 years before is on a major growth spurt, taking in lots of the invention of the LCC. new leased aircraft every year, and “We’re definitely serving the business service facilities at Schiphol and not the dramatically opening a major new base in traveller – they’re 39% of our customers – low cost offering. Of course, this doesn’t th Rome this spring. On the eve of the and a much bigger slice of the revenues mean that we don’t take airport fees into 25 ACI Europe General Assembly, Congress and Exhibition airline’s 10th birthday (1 July), Vueling will and profits. Airports who want to win our account; ultimately, we have the best be operating 90 aircraft, up from 38 in business – and get the benefit of serv- relationships with those airports that have Hilton Prague, 24–26 June 2015 2010, and serving close to 300 routes. ing and selling things to our customers similar commercial pressures to us.” Cruz doesn’t much like the LCC label – need to appreciate what service level Airport Business met Alex Cruz either. “In recent times commentators we know these customers expect. For at Heathrow, the headquarters of haven’t known which category to put us these reasons we insisted on using the full International Airlines Group (IAG) which

Photos: Max Summer 2014 Airport Business 11 VUELING INTERVIEW

also comprises British Airways and Iberia. IAG bought control of Vueling in 2013 – previously its other IAG stable mate, Iberia, had a large but non-controlling 48% holding. According to IAG the takeover allowed Vueling to: “Retain its individual brand and current operations, while the airline’s customers benefit from a larger com- bined network.” It also means that Cruz reports directly to IAG CEO Willie Walsh. “It’s a high pressured environment to put it mildly. But that’s in the genes of Vueling anyway, having originally grown from a start-up. We have clear profitability and growth objectives and the rest of IAG, starting with Willie Walsh, understand Vueling’s business model. Specifically, Willie’s experience as boss of Aer Lingus “Rome is a very big bet; we can really make something out of Rome.” shows: Walsh knows very well what is Cruz says he’s thoroughly enjoying establishing a major Italian business: “ has a lot of parallels with Spain… the cultural closeness is very required to manage a company of our important – the Italians’ think similarly to us and have a great work ethic, size and he supports all of our efforts to I am not just talking about stereotypes – obviously Vueling is not just become a better airline. He knows we Spanish or Spain – but we’re working towards our Italian citizenship.” have a lot of competitive pressures com- ing from the market.” After becoming part of IAG it quickly got us a lot of publicity and attention, itself as a significant ‘sun and beach’ became apparent this “market” was about especially as the Irish [Ryanair] followed player in Italy, Germany and France while to become a lot bigger for Vueling. IAG us there. But it’s a nice place – we can be we also grow in the UK and Scandinavia.” ownership gave Vueling access to a much a little bit flexible with the capacity, and larger pool of all kinds of resources, and try some new routes.” Rome transformation IAG announced in August 2013 that an With growth operations in Brussels, “won’t be built in a day” additional 120 A320s would be deployed Rome, Paris, Florence and Amsterdam, In some contrast Cruz lights up and to Vueling 2015-2020. Big ambitions were Vueling will not just focus in non-Spanish enthuses about Vueling’s new Rome in prospect and it did not take long to find markets. “We continue to grow in Spain base: “Rome is a very big bet; we can out where these lay. with an emphasis on non-domestic traf- really make something out of Rome.” Brussels is a major airport which fic”, remarks Cruz. Vueling expects to Indeed Vueling’s Rome’s Fiumicino became a Vueling base this spring, albeit continue slowly building connectivity with expansion is seismic: It comprises the with only one aircraft so far. “Brussels northern airports and pushing healthy summer 2014 introduction of 24 new is a small base. We have more impor- growth in southern and island airports. routes (seven domestic and 17 interna- tant bases in Paris, and even in Florence, “Spain continues to be a fantastic holiday tional) and the decision to base a total where we have two aircraft. But Brussels destination and Vueling is consolidating of eight Airbus aircraft at the airport. Of the 24 new destinations only three (all in Spain) are not already served by one or more carriers – including 11 by Ryanair. But the base is especially challenging to for which Rome is a ‘last stand’ to which it had already retreated from Milan (Malpensa is a major easyJet base; while Milan Bergamo is similarly for Ryanair). Alitalia has long had to put up with a sig- Vueling’s Director of Network Planning, nificant Ryanair base at Rome Ciampino Strategy and Slots, but, once again, Vueling’s move on Rome Javier Suarez, sweeps is a frontal assault on Alitalia’s business his hand across the 2014 Vueling route map traveller market. to illustrate just how “France has always been our second much new capacity the biggest market and Paris our biggest new Rome base has base outside of Spain, but now Rome delivered – Vueling’s systemwide capacity will be. Rome has a lot of parallels with is up 31% this summer where the whole Vueling story led by with Italy +143% started. Indeed at the end of this year more seats. Rome will be about the size that Vueling was in Barcelona by about 2009. We will also be the #2 airline after Alitalia and competing very much with them through domestic and international products by offering frequent flyer programmes and

12 Airport Business Summer 2014 VUELING INTERVIEW

many other business products – all the things people had with Alitalia and they want them again.” (Although it is worth noting that Vueling is not a member of the alliance, even though it does codeshare with Iberia on the vast majority of its routes.) “Rome was not built in a day and neither was its transformation brought about when we turned up with our planes in a single day. We’re building, but we do have a fantastic summer in prospect.” Cruz also says he’s thoroughly enjoying establishing a major Italian business: “Italy has a lot of parallels with Spain… the cultural closeness is very important and a great benefit – the Italians’ think similarly to us and have a great work ethic, I am not just talking about stereotypes – obviously Vueling is not just Spanish or Spain – but we’re work- “We’re definitely serving the business traveller – ing towards our Italian citizenship – to be they’re 39% of our customers – and a much bigger slice of the revenues and profits. Airports who want to accepted by the people with a reliable prod- win our business – and get the benefit of serving and uct, but at very reasonable prices.” selling things to our customers – need to appreciate what service level we know these customers expect.” Bigger Vueling: Which airports will get new routes? According to anna.aero’s analysis of there won’t be a great increase in destina- Routes to Russia/CIS/Eurasian Innovata/Diio Mi data for August 2013 and tions, but with the new bases we’ll do a lot Economic Union August 2014, Vueling’s capacity is up 31% of dot connecting. It’s true that there are Like many airlines the crisis in Ukraine this summer, with Italy (+143%), Belgium ‘white spots’ – with 125 different airport has meant that Vueling has had to (+111%) and Greece (+169%) seeing particu- destinations on our system we have a postpone some very positive route larly rapid growth. The first two are driven bit of everything in terms of north-south, developments which were just about by the airline’s expansion at Rome and east-west, business, leisure, and highly lib- to happen – Vueling was due to launch Brussels. Overall, since last summer, Vueling eral, and highly regulated. We’re not big in three services to Ukraine from Barcelona has started operations in eight new country certain markets for obvious reasons – for this year – Kiev Zhuliany went ahead on markets: Armenia, Cyprus, Estonia, Hungary, instance a lot of people are very excited 12 April, but not services to the eastern Poland, Senegal, Serbia and Tunisia. about Turkey, but for us it’s an outbound Ukraine cities of Kharkov on 4 June and However, with the new bases, Cruz and leisure market which has yet to prove to Donetsk on 5 June. However, Cruz says thinks that the bulk of the route growth will it can generate a healthy traffic base from that despite the unrest, performance of centre on new services between existing our key markets like Barcelona, and we the new Kiev route has been “very good” airport operations. “It’s fair to say that we don’t fly to Dublin yet where we’d be com- and he is keen to resume expansion when have put most of the dots on the map, that peting with the incoming airlines.” the situation normalises. Indeed Vueling is very experienced in the Russian market having first begun services to Moscow Domodedovo in 2009. Reporting that load factors are “all in the nineties” from Russia and the CIS/ Eurasian Economic Union countries, Cruz says that there are substantial opportuni- ties: “Russia is still a very old fashioned, “In terms of technology regulated bilateral market, although there we have what we need; are some flexibilities from second cit- the industry is just not ies.” In this respect Cruz hopes to soon using it. There should be a single-entry point, add Rome-St Petersburg and Florence- and for my customers Moscow: “We want to start these as soon I frankly think that will as possible. To appreciate the size of this be the Vueling app and nobody else’s; we fully growing opportunity, when we started expect it to develop Barcelona-Moscow services exactly five into a tool covering the years ago, we were operating 3-4 weekly whole journey, including travel to and from the frequencies. Now we’re doing the equiva- airport, and the airport lent of that every day from across the experience itself.” Vueling network.” Vueling was born into the Spanish domestic travel market at a time when it was being revolutionised by the high speed train, and this is clearly a big influence on Cruz: “From a customer

Summer 2014 Airport Business 13 VUELING INTERVIEW

ROUTES: 106

BASES: 17

AIRCRAFT: 86 + 56/58 orders/options

PASSENGERS: ++21 million (2014 estimate)

ABSTRACTS FROM “VUELING'S DNA”: • Efficiency is what drives us • Nonconformism is what sets us apart • Friendliness is our philosophy

“I have also spoken to airports many times about working together to jointly increase passenger spend. So far, only small initiatives seem to work out but I’m still optimistic that further experience perspective at the station vs. opportunities will be developed think we know what we’re doing at Vueling, jointly in the near future.” airport, the high speed train experience we have the innovation DNA.” beats us every time – you can arrive at And while talking to Airport Business the station just a few minutes before in the shadow of Heathrow – argu- your train, the security is not as onerous, ably something of a ‘university’ in how and there is much more space.” Cruz nobody else’s. For the first time Vueling’s to merchandise to passengers – Cruz agrees that the threat is largely struc- IT budget will now see much more spent is still critical of airport commercial tural and not related to all of Europe’s on our mobile application than the web enterprise on two key fronts: “I agree high speed rail providers and to only platform – we fully expect our app to that airports need to do everything pos- specific markets, but that high speed develop into a tool covering the whole sible to maximise revenue, but every rail serves as both a warning, as well as journey, including travel to and from the time I travel I am astonished that there competitive example, and ultimately “a airport, and the airport experience itself.” is never anything to buy in the boarding potential business opportunity through gate where there is so much signifi- partnerships.” He also thinks that, in Cruz on improving airport cant dwell time. This is such a missed response, one of the key areas of air- technology and shopping opportunity. And, while we’re talking of port improvement should be centred on Cruz’s clear implication is that airports missed opportunities, airports have very application of traveller technology and need to cooperate more with airlines patchy Wi-Fi and vastly differing models airport commercial offers. like his if they hope to play any role at of supply.” But even these points are “In terms of technology, in essence, all: “We know everything about the pas- overwhelmed by his final message: “I we have what we need; the industry is senger – when they fly, where they are have also spoken to airports many times just not using it. If I arrive at an airport, going, and the booking tools they use about working together with us to find and there have been delays, and I need etc etc. We all need to think outside of structural ways in which we can jointly to find out which train to catch next and the box – connectivity is one thing – we increase passenger spend. So far, only re-book, I want to avoid multiple plat- have had that for some time. But then small initiatives with individual airports forms, so there should be a single-entry we have to find out which ideas will seem to work out but I’m still optimistic point, and for my customers I frankly make money and recover the costs of the that further opportunities will be devel- think that will be the Vueling app and hardware and programming. To be honest I oped jointly in the near future.”

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Fraport. The Airport Managers. Join us at the ACI Europe Annual Congress, 16 – 18 June 2014 in Frankfurt! Keeping an EYEon the BIGPICTURE. CYBER-SECURITY

Keeping an EYEon the BIGPICTURE.

We need to talk about cyber-security

Over the last decade, airports have made a tremendous leap into the evolving age of technology. User-friendly airline and airport websites, online check-in, unmanned border controls, automated checked baggage systems, Wi-Fi networks, the list goes on. However, networked hyper-connectivity exposes us to cyber-threats. And just as technology rapidly evolves, cyber-threats are doing so too. Monika Simonaityte reports.

yber-security incidents are Unfortunately, not all airports have external sources. These attacks are taking dramatically increasing year-on- implemented cyber-security systems that place all around the world almost every year across the full spectrum would protect and control those opera- minute and the targets vary from bank- C of international trade. Due to tions and all related features. It simply ing systems to e-mail servers. In terms their visibility, disruption of the essential means that even though many may have of airports, the most ‘desirable’ exposed operations of airlines and airports could security measures in place, cyber crimi- parts could be public wireless hotspots, feasibly be the subject of a cyber-attack nals, ‘hacktivists’, or cyber terrorists may which are heavily used by the passengers by cyber terrorists. consider this as a perfect opportunity to at almost every airport; the baggage sys- One such example would be the attack attack the airports in many different ways. tems, serving thousands of passengers’ on Istanbul Atatürk and Sabiha Gökçen belongings; main airport websites, and airports. In July 2013 the passport control 4 types of security incident so on. systems at the departure terminals in But first, we need to understand what Thirdly, if a member of the airport staff both of these airports were shutdown by are the possible threats for airports. destroys airport data, leaks sensitive infor- a cyber-attack. Passengers were forced According to 9 Steps to Cybersecurity mation, or in a worst-case scenario, harms to stand in line for hours, and the majority by Dejan Kosutic, there are four types the systems intentionally, then the airport of flights were delayed. Even though the of security incident: Natural Disaster, would not have a pleasant experience systems were restored, the damage could Malicious Attack (External Source), Internal from an internal attack. be felt for many hours after. Attack, and Malfunction and Unintentional And finally, sometimes the airport may In order to keep the global aviation Human Error. suffer from random errors or acciden- system operating smoothly, the industry Firstly, natural disasters – these include tal failures like power loss, equipment relies on information and communica- severe floods, earthquakes, snow, and ice shutdown or damage, loss of internet and tions technology (ICT) to deliver critical storms, hurricanes and other hazardous phone lines; this type of incident would information, empowering the people natural processes that may disturb the be called a malfunction and unintentional working within the network. It is clear that business continuity of an airport or even human error. airport infrastructure supports many dif- completely shut down the airports for an As mentioned, the air transport indus- ferent operations that are critical for the indefinite amount of time. try is one of the targets likely to be efficiency and effectiveness of the air Secondly, malicious attacks are a seri- selected by cyber terrorists, be it airlines transport system. ous threat, which usually come from or airports.

Summer 2014 Airport Business 17 CYBER-SECURITY

It is crucial to understand that the dis- ruption caused by a cyber-attack also depends on the airport’s size and traffic. However, all these types of incidents may result in long-term implications for any type of the airport. According Loss of operations for any period of to 9 Steps to time would seriously harm the business. Cybersecurity by The same goes for reduced throughput Dejan Kosutic, there are four types of, for example, Hold Baggage Systems, of security incident: which would lead to chaos from the Natural Disaster, passenger’s side, and operational produc- Malicious Attack (External Source), tivity would drastically drop. Internal Attack, Moreover, the leakage or destruction of and Malfunction data does not sound convincing – sensi- and Unintentional tive information may reach third parties Human Error. that are waiting to use it for their own interest, which could be disastrous not only for the airport, but also for the whole the EU, notably in terms of national capa- management exercise, which was held of the aviation sector. bilities, coordination in case of incidents in May 2013 and one of the aims was Usually, any severe incidents that spanning across borders, and in terms to activate the European Aviation Crisis require time to be solved inevitably lead of private sector involvement and pre- Co-ordination Cell (EACCC). The guidance to a financial loss; whether it affects a sta- paredness. In terms of airports in the EU, material, written by the Study Group, is a ble hub airport or a small regional airport, they are specifically vulnerable because supplementing directive on ‘cyber-threats delays or cancellation of flights result in air transport infrastructure (that includes to aviation’ in ECAC DOC30 chapter 14. high recovery costs. ground and inflight ATM) is dependent on When the guidance material is prepared If that were not worrying enough continuous and uninterrupted informa- and published, it will depend on Member though, the whole situation would be tion flows and databases, which cannot States to ensure that organisations and aggravated by the press and an immedi- be allowed to fail. An agreement on a air transport operators take actions ate negative ripple effect on social media. Directive on NIS is planned for the end and implement measures accordingly. of 2014. Although the guidance material is more Preparing for the worst What is more, the UK Centre for the focused on Air Traffic Management (ATM) That’s not to say that airports will be left Protection of National Infrastructure (CPNI) and aircraft systems, airports are also entirely defenceless against this new foe; published a report in 2012, encouraged to take action. ACI EUROPE there are many activities ongoing in Europe Cyber-security in Civil Aviation, based has two representatives (from Birmingham from different institutions and bodies on discussions of the Joint Coordination Airport and ADP) in the ECAC Study Group aiming at spreading awareness of cyber- Group (JCG), which states that cyber- and is actively involved in this work. attacks and how to protect businesses. In security should be part of all civil aviation If we look at the US, the Transportation 2013, the European Commission released considerations. The JCG aims to coordinate Research Board (TRB) is a part of the a policy document called Cybersecurity operations related to developing cyber- National Academies of Science that is Strategy of the European Union: An Open, security for the air transport industry. The aiming to develop Airport Cyber-security Safe and Secure Cyberspace that invites report gives a background of the current Best Practices. The research team, which industries to take certain actions at the situation, and names organisations and consists of Grafton Technologies, Embry- national level in order to protect their government bodies that are related and Riddle Aeronautical University, Massport, business and to have harmonised cyber- involved with the issues. Furthermore, it or Grafton Information Services, asks air- security measures among all Member gives recommendations and guidance that ports to share their experience, knowledge State airports in the EU. the aviation industry should consider, in and concerns about cyber-security issues. In early 2014, the EU Cyber-security order to increase its cyber-security. The results of this research will be freely strategy was reviewed and it was agreed available in a guidebook and multi-media to continue the work with the Member Research: ECAC Study Group material on the TRB website. The outcome States, national and private organisations. & the EACCC of this research is intended to help airports The European Commission has also Furthermore, the European Civil Aviation to set up and manage an efficient cyber- developed a policy on Network and Conference (ECAC) has a Study Group on security programme. Information Security (NIS). The aim of this Cyber Threats to Civil Aviation that provides policy is to better coordinate cyber-secu- guidance for Member States, in terms of How airports can prepare rity measures between EU institutions and cyber-security control measures. The Study There are a number of actions that EU Member States, involving public and Group considers recent developments in airports could consider and implement in private sector cooperation. The European cyber-security and a cyber-threat matrix order to protect their business. Firstly, it Network and Information Security Agency taking into account work that was done by is important to recognise the cyber-risk (ENISA) was established in 2004 and a the International Civil Aviation Organisation, and threat, and then it would be easier to new Regulation to strengthen ENISA and a framework for establishing best practices establish a cyber-security strategy, objec- modernise its mandate is currently being for reducing cyber-attacks on critical avia- tives, vision, and mission. negotiated by the Council and European tion information systems (CIAS), and risk Secondly, promotion of cyber-security Parliament. assessment comparability. awareness would be effective at all levels, Despite progress based on voluntary Conclusions and lessons learned both business practices and the interface commitments, there are still gaps across were presented from a cyber-crisis with customers. In particular, industries

18 Airport Business Summer 2014 CYBER-SECURITY

should reflect on ways to make CEOs and Boards more accountable for ensuring adequate cyber-security measures. The first step could be the provision of training on cyber-security to all relevant staff, and a dialogue at all levels of airport management. Furthermore, airports should It is crucial to regularly test their own systems through understand that the the use of external audits, penetration test- disruption caused by a cyber-attack ing, and regular examination of the airport’s also depends on the websites. What could also help is deploy- airport’s size and traffic. ment of advanced protection gateways for However, all these types of incidents may Supervisory Control And Data Acquisition result in long-term (SCADA) networks. SCADA is a part of air- implications, such as ports’ critical infrastructure and responsible those pictured, for any for control of equipment (water pipes, apron type of airport. services, etc), and having security devices installed, would eliminate the risk of access by cyber criminals to SCADA networks. Not just for geeks cyber-attacks will not happen, but if – or Moreover, airports should be encouraged Ostensibly, cyber-attacks are not the rather when – they happen, the time it to share their experience with other airports responsibility of IT departments alone; takes to recognise, analyse and respond and national and international organisations it covers all the elements of an airport to an incident will limit the damage and by spreading the word through conferences, business and should be considered as a lower the cost of recovery to an airport. meetings, and so on. serious threat. Since airports are heavily The consequences can cost billions, but ACI EUROPE is following discussions dependent on interconnected systems, it is not only about the money: trust and in the Council and European Parliament a sudden shutdown or a failure would reputation of the airport would be sig- to ensure that the interests of airports are undoubtedly reduce and suspend the nificantly harmed as well. Possible next taken into account and that any reporting continuity of business for an indefinite step? “Put Cyber-security on the agenda requirements are not too burdensome for amount of time. before it becomes the agenda” (UK members. There is absolutely no guarantee that GCHQ, 2012). ZAS ACI Airport Business Summer 2014.pdf 1 6/5/2014 5:41:57 PM

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Bridging the gap between airlines & airports

It’s been 5 years since the The emergence of global hubs outside Europe, in particular EU Directive on Airport in the , has added Charges became law. As significant competitive pressure for some time part of its standard review on our European hubs. A comprehensive study, Airport process, the European Competition in Europe was already released in 2012, Commission released documenting and quantifying a formal report on the these developments. application of the Directive across the EU. How does it perform in today’s market reality? Robert O’Meara reports.

he independent report which to retain existing traffic. Commenting on the release of the EC’s reviews the application of the This is where the disconnect occurs report on the Directive, Olivier Jankovec, EU Directive on Airport Charges between today’s market reality and the EU Director General ACI EUROPE said Twas released in May with minimal Directive on Airport Charges. As recent as “Airports cannot move to a better market fanfare, maybe because there was noth- the Directive is, it is still essentially based location, unlike airlines who enjoy a wide ing dramatic or particularly exceptional in on the assumption that airports are natural choice of airports to fly from. All airports the report. The European Commission (EC) monopolists and that their charges need can do is work hard to make their mar- talked about the additional transparency to be scrutinised. In the intervening years, ket location more attractive. This means achieved by the Directive. For its part, ACI the EC has recognised that the develop- that for every airport, offering competitive EUROPE underlined the generally suc- ment of new airline business models has charges is a key business requirement, to cessful implementation of the Directive resulted in a shift in bargaining power retain existing traffic and attract new air across Europe. between airports and airlines – to the ben- services – all without the need for regula- But perhaps the lack of fanfare was also efit of the latter. As well as being explicitly tory intervention!” partly itself a sign of how the oldest debate referenced in the new Communication, The tensions between prescriptive regu- between airlines and airports is moving on. this was largely what drove the content lation and dynamic competition are already Historically, the cost of airport charges of the new EC Guidelines on State aid for evident in issues such as charges incentive has been one of the standard gripes that the aviation sector, released last February. schemes that airports have developed to airlines like to make on a regular basis. Even Ryanair’s combative CEO Michael support airline growth, as well as in the dif- To get an airline CEO to recognise the full O’Leary has acknowledged several times ferentiation of services offered to airlines. costs involved in running an airport is a in the mainstream media that airports are These tensions manifest not only between rare thing – even rarer still for that CEO competing with each other. airports and airlines but also between to acknowledge that airport charges are Moreover, this is no longer limited to incumbent airlines and new entrants. There actually reasonable. regional airports and Low Cost Carriers at a is clearly a risk that regulation ends up And yet, airport CEOs regularly acknowl- time when ‘airline hybridisation’ is becom- caught in the middle – potentially under- edge that the airline business is a difficult ing the rule of the game – with Low Cost mining normal commercial interactions and one, and often cite the health of their key Carriers moving up market and Full Service constraining competition. airline clients as being their number one Carriers adapting. The emergence of On this aspect, Jankovec added “Now business concern. One of the reasons for global hubs outside Europe, in particular in that we can no longer assume that the this is that over the past 15 years airports the Middle East, has also added significant airport is the dominant party in the airport- have invested vast amounts of time and competitive pressure for some time on our airline relationship, surely the objective of resources into understanding what airlines European hubs. A comprehensive study, airport regulation needs to be reconsid- want, in order to be able to attract them to Airport Competition in Europe was already ered – along with its scope and content. set up new routes, to increase capacity on released in 2012, documenting and quanti- The potential benefits for the aviation sec- existing ones and, as often as not, even just fying these developments. tor and the travelling public are significant.

20 Airport Business Summer 2014 AIRPORT CHARGES

We are pleased that the Commission seems to be willing to look in that direc- tion and we very much look forward to contributing to the Thessaloniki Forum The Italian exception next month.” While the EC’s report is looking more in detail at specific issues regarding the way WHILE AIRPORTS in most EU According to Stefano Baronci, Secretary in which the Directive has been imple- Member States are calling for less regu- General of Assaeroporti, the biggest con- mented in different States (including lation, the situation in Italy is uniquely cern at the moment is how to move from the consultation of airlines and two-way different. After an astonishing 10-year the old system to the new one. Baronci flow of information between airport and freeze on airport charges under the old tells Airport Business: “Legal certainty, airline), its most significant addition is system, the newly established Regulatory adequate return on investment, proper the establishment of a Forum of national Authority for Transport in Italy is now cost orientation and procedures, simplic- regulators. This Forum is supposed to responsible for setting the economic ity of rules – these have all been absent meet on a regular basis to exchange on regulation in compliance with the EU from airport regulation in Italy. That the implementation of the Directive and Directive 12/2009. With this purpose in needs to change immediately, if we are ensure more uniformity and commonality mind, the Authority has just launched ever going to be able to attract private in the way airport charges are regulated a public consultation with the rel- capital to finance much needed invest- at national level. The first meeting of the evant stakeholders. Assaeroporti, the ment. Currently, the price caps of several Forum is scheduled to take place on 13 Association representing 36 airport opera- airports which were approved under the June in Thessaloniki, under the auspices tors in Italy, expects the future airport previous regulation by the Italian CAA of the Greek Presidency of the EU. As a charging systems to provide a clear, have expired or are about to expire. We result, the Forum has been named the predictable and transparent regulatory urgently need to explore transitory solu- Thessaloniki Forum. ACI EUROPE has been framework. There are many issues which tions which ensure an adequate level of invited to represent the airport sector and need to be addressed, not least a lack tariffs so as to allow the implementation it is expected that the Forum will discuss of clearly-defined procedures to allow of planned investments by those airports specific aspects of implementation of the a timely implementation of new charges at until the new charging system is in place Directive as well as the competitive land- each price review. and fully applied.” scape in which airports operate. We look forward to reporting on it in the future. HUB P_Advert_Airport yearbook 2012-2013.pdf 1 01/10/12 10:05

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ACI EUROPE launches groundbreaking Guidelines on the passenger experience

This month, ACI EUROPE released a landmark publication, the Guidelines for Passenger Services at European Airports. Entirely dedicated to the passenger, the Guidelines offer a holistic approach to passenger services at European airports. That approach takes into account the development of a new airport business The Guidelines for Passenger Services at European Airports were produced by the ACI strategy that is increasingly focused on meeting the needs EUROPE Taskforce on the Passenger Experience, in which airport operators and ACI EUROPE and expectations of passengers. Inês Rebelo reports. World Business Partners actively participated.

he new Guidelines highlight the smartphone apps, are being incor- airport to the moment they step on board various passenger trends of porated by European airports in their their flight.” the moment and present a new plethora of services and, at the same Siim Kallas, European Commission Vice T and multidimensional model for time, are inspiring them to foster a closer President responsible for Transport, com- passenger categorisation. In addition, relationship with the passenger. mented: “With all that has happened in it features the so-called 3P approach The publication also includes nine air transport over the past 15 years, these (Premises, Processes & People), look- case studies (Aena Aeropuertos, ANA, Guidelines provide real insight into how ing at how the design of the premises, Athens International Airport, Hamburg the passenger has become a focus of air- the quality and smoothness of the pro- Airport, , Nice Côte d’Azur port customer service. Given all the EU’s cesses at airport terminals on departure, Airport, SEA Milan, Warsaw Chopin hard work in developing air passenger arrival and transfer, as well as the role Airport, and ) with the aim rights and other supporting legislation, I played by people working within the of showing how European airports are am delighted to see this kind of industry- airport, significantly shape the passenger successfully implementing the diver- led publication being launched and I experience. sification and customisation of their congratulate ACI EUROPE on taking the Additionally, the Guidelines explore passenger services. initiative.” how fast evolving communication tech- On 6 June, the Guidelines were for- By identifying efficient means and nologies, such as Wi-Fi, tablets and mally presented to Siim Kallas, Vice measures to enhance the overall pas- President of the European Commission senger experience at European airports, in charge of Transport, by Arnaud Feist, the Guidelines provide airport operators President of ACI EUROPE and CEO of of all sizes, and other partners, with the Brussels Airport. relevant tools to evaluate and improve Feist commented: “Putting passen- the quality of the services provided to gers front and centre of our strategy is passengers. a major business imperative for airports These Guidelines for Passenger across Europe. The digital revolution has Services at European Airports were empowered the passenger, and with produced by the ACI EUROPE Taskforce competition between airports now a firm on the Passenger Experience, in which reality, it is all about providing the best airport operators (Amsterdam Airport airport experience. This involves look- Schiphol, Finavia, SEA Milano, Swedavia, ing for more efficient processes, using an Zurich Airport) and ACI EUROPE World ever-increasing array of communications Business Partners (SITA, Morpho, TH platforms and coming up with creative Airport Consulting, and TMT Management Olivier Jankovec, Director General, ACI EUROPE; and innovative concepts to inspire.” GmbH) actively participated. Federico Bonaudi, Manager: Facilitation, Parliamentary Affairs & Regional Airports, ACI He added: “With these Guidelines, we ACI EUROPE’s Guidelines for Passenger EUROPE; Siim Kallas, Vice President of the are providing airports of all sizes with a Services at European Airports is available European Commission in charge of Transport; tool box that will help them check the in printed format from Arnaud Feist, President of ACI EUROPE; and fundamentals and further enhance every ACI EUROPE and also in electronic Giorgio Medici, Customer Care Manager, SEA Milan Airports, and Chair of the ACI EUROPE aspect of the passenger experience format from this download link: Facilitation Committee. – from the moment they arrive at the http://bit.ly/1kPDHDV

22 Airport Business Summer 2014 Ruban d’Honneur 2013/14

WDFG161 - DNFI 210x297mm Advert.indd 1 18/03/2014 11:48 AIRPORT LEADERSHIP AND CHANGE MANAGEMENT

Airports face complex, interlocking and sometimes paradoxical sets of challenges to which they must be able to demonstrate transparently that they are performing at a high level.

The High Performing Airport

have heard it said the airport is the Airports today are under enormous pressure to perform. In ultimate theatre of life. The cast is certainly broad and diverse in the a challenging economic and social environment, they need I airport industry: passengers, inves- to find ways of meeting the ever-evolving aspirations and tors, airlines, regulatory authorities, local expectations of a range of different stakeholders. Running communities, airport staff, contractors and politicians. Dramas little and big can play an airport in the 21st century requires deft leadership skills. out between these different groups and Report by Richard Plenty, Managing Director of personnel ultimately the airport has to ensure that the show goes on. Airports face complex, consultancy This Is. Edited by Robert O’Meara. interlocking and sometimes paradoxical sets of challenges to which they must be able to demonstrate transparently that difficult by the uncertain, volatile, and • Human capital measurement and they are performing at a high level. complex environment that airports face. assessment. But what exactly does high performance It’s not enough to be a high performing look like? What are the characteristics of a airport at any given moment in time – it’s Given the importance of these top- high performing airport organisation? And as important that performance is sustain- ics, it’s timely that ACI EUROPE will be what should airport leaders be doing to able in the face of unpredictable change. sponsoring the Airport Leadership and create a high performance environment? Great leadership is particularly impor- Change Management Summit in Munich, Our understanding of what character- tant in navigating organisations through Germany, from 1 to 3 December, to ises ‘high performance’ is made more times of uncertainty. Attention needs to examine more closely what’s involved in be given to building intangible assets the High Performing Airport. The focus (such as organisation culture) and the will be on reviewing how leadership, human capital base so that organisa- organisation and people can bring about tions develop the resilience, flexibility and change and make a real difference to capability to cope with changing circum- performance. stances. Of particular importance are The event will bring together airport issues such as: CEOs, and Operations, Commercial and Corporate leaders from Europe • The ‘courageous leadership’ needed and around the world with the airport to bring about change and engage, HR community and experts in leader- motivate and inspire people through ship, organisation behaviour and change challenging and difficult times; management. The Summit builds on the success • The development of a high perfor- of previous Leadership and Change mance ethos and culture; Management Fora held in Dublin 2011, 2012 and Bologna 2013, and • The design of organisations, processes provides a learning environment a little and infrastructure to enable people to different from those of most conferences perform at their best; with interactive workshops, best-in-class ‘change stories’, a CEO Master Class and

Richard Plenty, Managing Director • The planning, recruitment, selection great panel sessions. of personnel consultancy This Is. and development of people to work in a For more details, visit high performance environment; and www.airport-leadership.com

24 Airport Business Summer 2014 Big investment. Great return.

At Montréal-Trudeau, to help travellers move We believe that offering a great passenger more easily through the airport, we continue to experience is the only way we can truly connect prepare for the future with six new international to people, and to the rest of the world. For us, gates and ongoing upgrades to our installations. that’s the greatest return of all. admtl.com

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Commercial revenues vital to operational excellence

23rd ACI EUROPE Airport Trading Conference & Exhibition, Zurich, 26-28 March

he ACI EUROPE Airport Trading development of both airport infrastruc- transformation – from B2B to B2C busi- Conference & Exhibition this year ture and connectivity. Importantly, global nesses – with revenues increasingly headed to Zurich. Home to many travel retail sales grew by 7.5% to US$60 coming not from the airlines, but from T financial institutions and bank- billion (€44bn) in 2013. passengers. This perhaps heralds a new ing giants, the city is one of the world’s The theme, ‘Travel Experience – frontier for airports, redefining the rela- biggest financial centres and was an apt Operational Excellence vs. Commercial tionship between airport and passenger location – the airport itself also being a Opportunities’, was a prescient one. through retail. Above all, this business model of commercial excellence. Indeed, while the conference covered transformation is about leadership and Attracting over 400 key industry a broad range of topics, it was widely innovation, and the event highlighted sev- stakeholders, representing airports, agreed that without commercial rev- eral examples of both. retailers, brands, and consultants, the enues, operational excellence cannot be Next year’s 24th ACI EUROPE Airport event highlighted the critical impor- achieved. The challenges facing air- Trading Conference & Exhibition takes tance of commercial revenues to the ports are prompting an ongoing business place in Milan.

Thomas E. Kern, Chief Executive Officer, Zurich Airport, stated that “airside, duty free is key”, while “landside, connectivity is key”. He also highlighted the local flavour of the airport’s retail and food & beverage offer. Kern explained that there are three commercial centres at Zurich Airport: the Airside Center, which offers a premium international retail experience; the landside Airport Center, which is heavily frequented and has a mid-market offering; and The Circle, featuring new premium brands.

Keynote speaker Tyler Brûlé, Editor in Chief, Monocle, and Founder and Chairman, Winkreative, offered a truly unique perspective on the airport retail experience. As a seasoned traveller – Brûlé travels 250 days a year – he has vast experience of aviation and international Patrick Graf, Chairman, ACI EUROPE markets. The Winkreative team helped Commercial Forum, and Senior Vice Brisbane Airport develop its blueprint for President Commercial, Zurich Airport, the new international terminal, with a emphasised “that there are many vision to create a world-best experience. It opportunities in airport retail to provide also created a strong brand for Canada’s a unique passenger experience”. “We as Porter Airlines, which is based at Toronto airports have to find the right answers City Airport. Offering his observations on to passenger needs. We will, in future, be airport retail, Brûlé commented: “Everyone able to individualise and personalise the likes to talk up differentiation, innovation experience for each traveller,” he added. and sense of place, but few are delivering Graf also raised the potential of loyalty on it.” He called for more originality in the programmes, explaining that airport product mix, and more pleasant surprises operators still don’t know much about for travellers. Among those airports their passengers – who they are, when and getting it right, Brûlé highlighted Helsinki – how often they use the airport, and why, “The best hub in Europe for buying unique, business or leisure? interesting food and craft products”; Zurich, which is “a model of efficiency”; and Oslo, which “should be admired for its warmth and use of solid materials”.

26 Airport Business Summer 2014 AIRPORT TRADING CONFERENCE & EXHIBITION

Olivier Jankovec, Director Sarah Branquinho, President, General, ACI EUROPE, explained ETRC, delivered a passionate that Europe saw 2.8% passenger address on the importance of growth in 2013, with a contrasted working together to protect performance. “There is a two- airport retail income. ETRC and speed market in Europe,” he said. ACI EUROPE have strengthened “EU countries saw 1% growth, their relationship over the past while non-EU countries saw more year, working closely on two key dynamic growth of 9.6% in 2013.” issues: LAGs and Air Passenger Macro-economic conditions will Rights. Branquinho explained be a key traffic determinant this that new LAGs rules are an year; Jankovec explained that “opportunity for retailers to the Eurozone is more stable, the sell to international transfer US is performing pretty well, and passengers to a greater extent”. the emerging markets are not On Air Passenger Rights, she said: performing as dynamically as in “Airports and retail partners need recent years. The full-year forecast to work together to succeed.” for 2014 is 3.2% passenger growth.

Stéphanie Griffiths, Director of Thomas Sevcik, Managing Director, Strategic Development, Future Arthesia AG, gave a provocative Foundation, expanded on how to presentation, in which he asked: utilise mobile devices to enhance Are we seeing the end of retail? He travellers’ experience and maximise contended that online retail will retail opportunities. “Mobile is be a defining force, and that offline hot,” she said, with 91% of users retail must react to that. “Airports keeping their mobile device within need to be innovation leaders, not arm’s reach 100% of the time. “And late adopters. There will always mobile in retail is even hotter.” be retail, but with your lead time, Mobile currently influences 5.8% you should probably think today of shopping trips, and by 2020 that about what you will do tomorrow,” figure will have grown to 50%. Sevcik commented. He added that Griffiths added that the multiple passenger dwell time provides tailored messaging opportunities airports with a key advantage in presented by iBeacons have the a networked, social media driven, potential to help airports increase smartphone world. revenues from on-site retailers.

Lise Ryevad, Director Airport Sales, Copenhagen Airports, commented that “today’s passengers are just like ‘real’ consumers”. “They shop where they are, pay as they like, with delivery as they wish,” she said. Ryevad also emphasised the The importance of powerful partnerships was explored by a panel importance of meeting passenger featuring: Peter Eriksson, Founder and Managing Director, Eriksson expectations, with services such as + Partner GmbH; Ute Pohl, Head of Retail, Fraport; Raoul Spanger, order from home and pick up on Executive Director, Gebr. Heinemann; Patrick Graf, Chairman, ACI departure or arrival. EUROPE Commercial Forum, and Senior Vice President Commercial, Zurich Airport; Andrea Belardini, CEO Europe & Global CCO, The Nuance Group; and Francis Gros, Global Travel Retail & Special Channels Director, Luxottica.

The Unconference sessions provided a more interactive, participant driven approach, which encouraged stimulating The exhibition was an excellent debate and the sharing of ideas. showcasing platform for industry The sessions focused on two suppliers, and provided valuable themes: Leveraging technology networking opportunities. for commercial gain, and airline, airport, concessionaire and brand cooperation to increase passenger spend.

Summer 2014 Airport Business 27 REGIONAL AIRPORTS’ CONFERENCE & EXHIBITION

Thomas Langeland, Chairman, ACI EUROPE Regional Airports’ Forum, and Airport Director, Kristiansand Airport.

Sven Kukemelk, Consulting; Roko Tolic, Airport Director, Airport; Paul Verhagen, General Manager Spain & Portugal, airberlin; Gudny Johannsdottir, Manager, Commercial Operations, Isavia Ltd (Keflavik Airport); François Marie, Airport Director, Nantes Olivier Jankovec, Director General, ACI Atlantique; and Bernardo EUROPE, and Dr Alberto João Cardoso Trindade, Project Director, Gonçalves Jardim, President of the Regional Porto Bay Hotels. Government of Madeira.

he 7th ACI EUROPE Regional Airports’ Conference & Exhibition took ACI EUROPE place in Madeira from 12 to 14 May. The event provided an opportu- nity to review trading conditions and key challenges for regional airports. It was preceded by a plenary meeting of ACI EUROPE’s Regional Airports’ Regional Airports Forum. This year’s event comprised seven sessions, covering the full spectrum of issues affecting regional airports, and brought Conference & together more than 200 delegates from regional airports, local and national authorities, the European Commission, airlines (including airberlin, easyJet, Exhibition HOP! and TAP Air Portugal) and ACI EUROPE World Business Partners.

John Strickland, Director, JLS Consulting, chairing a session.

28 Airport Business Summer 2014 PHOTOS: © AVIATION MEDIA ATU_ACI_ilani.pdf 1 20.05.2014 12:01

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With increasing passenger numbers, it The software enables airports to plan at stra- Advanced is important to have intelligent information tegic times when maintaining an exceptional technology. The PAX2SIM advanced simula- passenger experience is especially critical. tion software enables airports to accurately The efficient handling and delivery of capacity predict their passenger capacity and passen- baggage is another key element of the ger flow. This makes it possible to visualise passenger experience. Virtual systems are ideas and objective decisions, rather than used by airport operators to problem solve planning speculating, with the ultimate objective of any scenario before a baggage handling saving time, money and resources. system is implemented. Hub Performance’s software The PAX2SIM solution can perform long, AutoMod Baggage Handling Systems ana- middle and short-term planning, from sizing lyse system performance, size of material new projects and specifying needed space, handling equipment, and define and evaluate ub Performance is currently to complementing existing operations by operational strategies, so that a picture of involved in using its capacity plan- forecasting resource needs in relation to pas- the potential solution can be reached before ning software PAX2SIM to forecast senger dwell time targets and process flow. commissioning takes place. Hand validate the resources needed for the future extension of Bordeaux Airport’s low cost terminal billi. Working closely with the project team, the target is to experiment several options and to measure the associ- ated passenger dwelling times, thus defining best ratio of ‘cost versus service levels’. The PAX2SIM advanced Meanwhile, Hub Performance baggage simulation handling system validation experts have software enables been supporting Beumer Group UK and Vinci airports to accurately predict Airports on a project at . The their passenger challenge has been to provide visibility on capacity and systems demand for early bag storage (EBS) passenger flow. and to validate strategies for future IT in order to avoid saturating sorters, chutes and make- up positions during normal operations and failure mode.

have to deal with the complexity of Improving managing the multiple processes and stakeholders involved in an airport’s day-to-day operations, in an integrated passenger manner,” explained Albert Algans, Ikusi’s Director for Airports. “So analysing airport management from the perspective of experience and process engineering and cooperation between stakeholders, as might be imple- operational mented in a factory for example, makes sense. Methods like Six Sigma are per- fectly applicable in such an environment, efficiency so why not apply them? By defining the different processes in the airport, we can establish indicators (KPIs), metrics, alarms Albert Algans, Ikusi’s Director oday, airport infrastructure and action plans, within the context of for Airports: “Airport managers managers face a two-fold chal- ongoing improvements.” have to deal with the complexity lenge – ensuring the efficiency of He continued: “On one hand, there is of managing multiple processes and stakeholders involved in an T airport processes while provid- no doubt that the latest cutting-edge airport’s day-to-day operations, ing a top quality service to passengers. technology is now present in airports: the in an integrated manner.” This challenge has to be met in a complex smartphones of the passengers them- environment, marked by increasing pas- selves are excellent Wi-Fi tracking points. senger numbers, together with restrictions These locating technologies allow us to warehouse that can benefit operators using on the level of available infrastructure increase the productivity of the Wi-Fi net- those process engineering-based solutions. investments that are required in order to works already in place, providing extremely Thus, we obtain a holistic vision of airport cope with this growing demand. This is key data for the operators. On the other management in real time.” all happening while users are demanding hand, technologies such as video analysis These solutions for integrated airport better services and a faster, more com- or barcode readings mean management increase the efficiency of fortable airport experience. that the infrastructure can be reused, complex infrastructure, while improving “At the same time, airport managers generating greater intelligence in the data the passenger experience.

Summer 2014 Airport Business 31 AIRPORT MANAGEMENT SYSTEMS

be asked. This may concern the short and the simulation and gaming test bed for the Dynamic medium-term future, or both. SESAR concepts, like Airport Operations In order to provide a suitable tool for Management, where the processes of this task, Airport Research Center has performance steering, performance moni- simulation equipped CAST with appropriate interfaces toring, performance management and post and analysis functions. “This allows a very operations management build the core for time-efficient generation and distribution of proactive decision making. “The concepts environment information, and a baseline for quick deci- are validated in a dynamic simulation envi- sions. Dependent on specific stakeholder ronment where CAST provides a full model hen developing an airport, needs, the relevant system parts of land- of the airport, not only representing the or improving operations, side, airside and airspace are considered,” infrastructure and traffic, but also all related several processes have to be Laubrock commented. processes, control actions and the informa- W considered, infrastructure has Meanwhile, for SESAR, CAST together tion flow between the contributing parties,” to be planned and the objectives of several with the ATHOS system by Airbus provides Laubrock said. stakeholders have to be reached. With the CAST airport simulation software, developed by Airport Research Center, Germany, spe- cific areas of focus such as security control or stand allocation, as well as complex inter- dependencies between the terminal and airside, can be analysed and understood. “Capacity assessment and testing of options CAST simulation in takes the risk out of management’s deci- action – flight status sion making,” explained Michael Laubrock, on the apron and display of security Managing Partner at Airport Research control status in the Center. “Utilisation of resources can be opti- terminal. mised by balancing capacities and demand.” He added that a permanently available simulation model represents the airport with all its relevant operational compo- nents, thus providing a test environment always available for various questions to

and technical support 24/7, AeroParker has This also allows the airport to spot booking Car parking delivered fantastic ROI results and reduced trends and tailor the experience accordingly, reliance on third party companies for a num- making sure they are providing the best pos- ber of UK airports. sible service to individual customers. and ancillary Integration of the AeroParker system AeroParker has delivered fantastic ROI directly onto an airport website, a system results to a number of UK airports, such as which can be easily administered to ensure Manchester, East Midlands, Bournemouth, pre-booking customers are given the most up to date Leeds, and Humberside, and the car prices, is intended to increase non-aeronau- park booking service JetParks. It recently system tical revenue through customer satisfaction. worked with Humberside Airport to design Allowing customers to easily book all ancillary and implement its completely responsive products direct from the airport enhances the booking system, which is already seeing eroParker is a pre-book and pay passenger experience before even arriving at fantastic results in just the first few weeks e-commerce system which allows the airport. Gathering customer details then after launch. AeroParker comes in a range for the cross selling of all airport allows the airport to contact customers in the of flexible packages, which cater to any size Aancillary products and services future regarding offers and promotions, which airport, ensuring cost-effective and unique whilst building customer relationships for in turn boosts bookings and customer loyalty. solutions to all clients. future commercial gain. The system is designed to boost non-aeronautical rev- enue through the collection of customer data, intelligence tools, analytics and CRM. AeroParker allows the cross selling of airport car parking, lounges, fast track security and AeroParker recently worked with any other third party ancillaries in one seam- Humberside Airport to design and implement its completely responsive less transaction. booking system, which is already Having worked with airports for over 14 seeing fantastic results in just the years, AeroParker enables back-end admin- first few weeks after launch. istrators to easily manage and offer the simplest solutions to purchasing their prod- ucts and services. With digital marketing

32 Airport Business Summer 2014 I AM NCR WAYFINDING Making Everyday Travel Easier

Time to take the easy way. NCR Wayfinding is much more than a series of simple screens. It’s an interactive way to engage your travelers and drive incremental revenue.

We are NCR. We make everyday easier. Learn more at ncr.com/travel WAYFINDING INNOVATION

With more knowledge and travelling savvy than ever before, passengers of today seek even greater control over where, Pedro Carrasco, Vice President Sales, EMEA and when and how they interact with airports and airlines APAC, NCR Corporation – Travel Division: “A throughout their journey. Convenience is paramount and, high-quality directory and wayfinding experience Pedro Carrasco, Vice President Sales, EMEA and APAC, NCR helps passengers find where they need to , Corporation – Travel Division, explained how innovative while also providing informational and wayfinding technology will continue information on their flight status, how long it will take to play a greater role in helping airports to deliver an them to get to the gate, and shopping or dining exceptional passenger experience. options along the way.”

Leading the way

or any passenger, throughout the help people find airport amenities like airport journey there will always dining and shopping. “Our annual Traveler be questions that need answers Experience Survey found that approxi- F – be it the location of a gate, mately 1 in 3 passengers are more likely to where is available to eat before boarding, make a purchase after seeing it promoted or whether a flight is departing on time. through airport digital signage. So instead “Travel is a high-stress activity for passen- of just waiting for 30 minutes at a gate, gers, having to navigate unfamiliar spaces, travellers can be incentivised to grab a often within a limited amount of time,” bite or do some shopping without fear of Carrasco said. “A high-quality directory finding their way back to the gate in time and wayfinding experience helps pas- to make their flight,” he said. sengers find where they need to go, while One of the best examples of NCR’s also providing information on their flight Wayfinding deployments is at Dubai status, how long it will take them to get to International Airport, where the solution the gate, and shopping or dining options is deployed in all passenger facilities. The along the way.” airport is unique in that a very large per- The NCR Wayfinding solution is truly centage of passengers are transiting, and omni-channel, centrally managed to of those, many are there for more than deliver consistent wayfinding informa- four hours. Being able to cater to pas- tion to mobile, the web, and self-service sengers who want to explore the airport is devices within the airport. Each expe- important, especially for the airport’s duty rience is totally optimised for the free retail operations. capabilities of the device, with multi-touch zooming, rotation, and map naviga- The airport experience tion. “We can even integrate gate-level of the future wayfinding for airlines’ mobile apps for The next generation of solutions that all of their hub airports,” Carrasco added. improve the passenger experience will Passengers can access this information revolve around convenience, minimising via web or tablet, an app on their smart waits, and maximising the time that a pas- device, or on interactive screens within senger can engage in enjoyable activities, the airport itself, to access not only the Carrasco determined. “We expect the location of their destination, but also the passenger’s mobile device will play a key optimal route to get there. While core role, both for accessing information, and functions of the solution are consistent for the airport/airline to be able to iden- between airports, the solution is designed tify and locate passengers as they move to integrate directly with the airport’s own through the facility. Both airlines and Flight Information Display (FID) system. airports will continue to make advances The first and most important job of an in understanding the passenger at an interactive wayfinding solution, Carrasco individual level, and proactively help tailor explained, is to help people find their gate an experience aligned to the passenger’s quickly and easily. Beyond that, NCR’s preferences, all informed by their time Wayfinding solution is also designed to and location constraints.”

34 Airport Business Summer 2014 Recognising progressive ideas in action transforming airport performance and reputations INNOVATION SHOWCASE

Virgin Atlantic starts iBeacon trial at London Heathrow

At the beginning actions on travellers’ of the system. of May, Virgin smartphones. Reuben Arnold, Brand Atlantic launched For instance, a pas- & Customer Engagement a trial of senger approaching Director, , iBeacons in the Upper the security area in the said the carrier has “only Class Wing at London Upper Class Wing might skimmed the surface” , with receive a signal to their of the benefits beacon the aim of exploring if smartphone, triggering technology can provide. and how the technology their mobile boarding He added: “In the future, can help to personalise pass to be automatically we expect it to further the airport experience displayed, saving them personalise our passen- for passengers. The having to search for the gers’ journey, such as iBeacons together digital boarding pass notifying an Upper Class create an indoor themselves. The iBea- passenger that there proximity system and cons are also currently is an open appoint- they transmit a signal being used to notify ment in the Clubhouse using Bluetooth Low passengers of currency spa, or introducing the Energy (BLE) to nearby exchange offers in their crew members on their Virgin Atlantic is working with SITA to devices, enabling them locality, highlighting the flight as they board the trial the iBeacon devices in the Upper Class Wing at London Heathrow. to trigger specific potential retail benefits aircraft.”

INNOVATION SHOWCASE Passenger-focused innovation among European airports and airlines is rife, and in the last three months alone, a number of products and services have been unveiled. Ryan Ghee reports.

World’s first Bloomberg Hub at London City Airport

Barcelona- based carrier London City Bloomberg’s suite of which is 130m long and Vueling worked Airport is now apps, charging stations, comprises 23 million with Sony home to the Bloomberg terminals LEDs, displays multi- to develop a first-of-its-kind and free Wi-Fi. ple streams of news digital boarding pass specifically Bloomberg Hub, which The Media Wall, headlines and financial for the has been introduced to meanwhile, is made up information, while the SmartWatch 2. give the airport’s of 12 55-inch -high Media Panel is located business travellers definition 4K screens, at the entry point to pre- access to relevant news, and includes a mixture security and passport data and information in of Bloomberg content, control, and displays Iberia, Vueling and airberlin launch a highly digital real-time market prices, branded content and environment. The news summaries and messages tailored smartwatch boarding passes project consists of five live departures informa- according to the time core elements: The tion. The Media Ticker, of day. Wearable Iberia, Vueling and devices, and Vueling Media Panel, The Media technology airberlin have devel- has partnered with Sony Ticker, The Lounge, The continues to oped boarding passes to develop a boarding Media Wall and The gradually gain for Samsung, Sony and pass for the SmartWatch Wi-Fi Sponsorship. traction as both a Pebble smartwatches 2. Travellers who own The Lounge, which personal and enterprise respectively. these devices can can seat more than tool, and three European Iberia has teamed choose to store their 180 people, is divided airlines have embraced up with Samsung to boarding pass on their into multiple zones, smartwatch technology develop a boarding device, as an alterna- including ‘Connect’ to offer a new form of pass for the Samsung tive to carrying a more where travellers can boarding pass. Building Gear 2 smartwatch, air- traditional paper or work in a dedicated on the popularity of berlin’s is available for smartphone-based space equipped with mobile boarding passes, Pebble and Pebble Steel version. tablets pre-loaded with

Summer 2014 Airport Business 35 TrevisoAirport formato testo - flat VeniceAirport

sfumatura alternativa

sfumatura inserita nel sito

versione in negativo

.it TrevisoAirport formato testo - flat VeniceAirport

sfumatura alternativa

sfumatura inserita nel sito

VENICE MARCO POLO AIRPORT versione in negativo

ith over 8.4 million pas- sengers, Venice Marco Polo Airport grew by 3% W in 2013 and 12% in 2012, a period in which Italy’s passenger vol- umes were declining by an average of 2% per annum. While 2014 will be a year of consolidation, its growth will con- tinue. The primary strategy for the airport will be to continue its intercontinental growth. Recognised as the third inter- continental airport by the Italian Civil Aviation Authority, Venice Airport has seen during the 2014 summer season the inauguration of Tokyo, its eighth inter- continental gateway (after New York, Philadelphia, Atlanta, Toronto, Montréal, Doha and Dubai). The development of new intercontinental flights opens new markets both for inbound tourism, but most importantly for the industries that are scattered in the airport’s immedi- ate catchment area; as a matter of fact, With over 8.4 million passengers, Venice Marco Polo Airport grew by 3% in 2013.

The outstanding performance

of Venice Marco Polo Airport

Venice Marco Polo Airport over the last couple of years has continued its growth path despite a shrinking Italian market. The secret of its success is linked to a strategy of non- dependence on domestic traffic, and a quest to increase the number of carriers that operate from the airport.

most people know Venice as a must see with the city and the territory it serves, it

.it destination in the world, but what most has an extensive master plan with a total people do not know is that over 35% of value of over €600 million to be imple- Venice Airport’s passengers declare mented up to 2021. The new investment business as the reason for travel. phase has already started during this Venice Airport is also home to two calendar year, which is seeing the expan- based carriers, and AirOne, sion of the apron, as well as the flight which guarantee links with less devel- infrastructure and the new fire brigade Venice Airport has oped points in Europe. In addition, over extension. 2015 will see the expansion of seen during the 2014 summer season 30 carriers offer point-to-point services, the terminal and the construction of the the inauguration which, together with 13 European hub new that will link the air of Tokyo, its eighth carriers, guarantee capillary penetration terminal with the water terminal. intercontinental gateway (after New to the world. The managing company SAVE is York, Philadelphia, Venice Airport is widely recognised very sensitive to environmental issues, Atlanta, Toronto, as a small jewel and in order to guaran- and participates in Airport Carbon Montréal, Doha and Dubai). tee that the growing passenger numbers Accreditation; Venice Marco Polo Airport can enjoy an infrastructure that is in line is accredited at Level 2.

Summer 2014 Airport Business 37 There are many things that you can find in Rome but, among them, there is only More than 10 mln one you really shouldn't miss: Italy. passengers in transit 60 millions of people, the 8th world economic power and the highest concentration of More than 200 FCO UNESCO heritage sites, fully and constantly destinations connected connected through Rome FCO.

adr.it > Business > Route Development

WELCOME THROUGH ROME

FCO THE ITALIAN > Sicily - Seaside GATEWAY AEROPORTI DI ROMA

There are many things that you can find in Rome but, among them, there is only More than 10 mln ome’s iconic tourist attractions are Rome is one of the world’s great cities, and a prominent one you really shouldn't miss: Italy. passengers well known and its status as a busi- in transit ness destination is growing. About business and leisure destination. It is served by two 60 millions of people, the 8th world economic R 600 multinational companies are airports managed by Aeroporti di Roma – the hub power and the highest concentration of More than 200 FCO based in the central region of Italy, of which airport of Rome Fiumicino and Rome Ciampino, which is Rome is the beating heart. UNESCO heritage sites, fully and constantly destinations Connectivity is, therefore, key for Rome mainly used by low-cost carriers. Here, Airport Business connected Fiumicino, which handled over 36 million focuses on developments at Rome Fiumicino, including connected through Rome FCO. passengers in 2013, with 200 destinations served by more than 100 airlines. The lat- rampant route growth and major enhancements to the est available figures for the year-to-date passenger experience. Report by Ross Falconer. adr.it > Business > Route Development (January to April 2014) show 2.5% growth to around 10.5 million passengers. Importantly, connectivity is increasing alongside passenger numbers. This sum- mer’s growth in available capacity at Rome Rome Fiumicino Fiumicino will be unprecedented. “To meet high demand and guarantee quality service to passengers and companies, our company enhancing connectivity has begun a series of investments aimed at considerably improving both infrastructures and passenger service,” explained Fausto Palombelli, Director of Aeroporti di Roma’s Strategic international hub to this development, ADR will be able to offer (ADR) Aviation Marketing Development. Several important new routes have been up to 14 daily frequencies between Rome “Furthermore, it should be noted that in addi- launched from Rome Fiumicino this year. Fiumicino and Switzerland. tion to the natural increase in connections In April, SWISS strengthened its presence Meanwhile, rouge intro- coinciding with the summer season, 2014 saw in Rome with the launch of a new route to duced services between Montréal and a 10% increase in seats offered compared to Geneva. Lorenzo Lo Presti, CEO of Aeroporti Rome Fiumicino in May. Initially operated the same peak period last year. For the whole di Roma, passionately described the new five days per week, the service became summer – end-March to end-October – there service as “further confirmation of the impor- daily from 2 June and complements will be more than 50 new flights to and from tance of the airport as a strategic hub of the airport, made available both by compa- international air traffic”. Switzerland repre- nies already operating at Fiumicino, and by sents an important market for Rome, with an new carriers who chose to invest in Leonardo average growth rate of 7% over the past four Fausto Palombelli, Director of ADR’s Aviation Marketing Development: da Vinci Airport. Added to the existing offer years, and a volume of about 850,000 pas- “For the whole summer – end-March to are 10 new destinations. The most important sengers in 2013. “In such a scenario, SWISS end-October – there will be more than news is the considerable growth of direct is certainly a carrier of choice, and we are 50 new flights to and from the airport, made available both by companies connections towards Italian and European pleased that it enriches the existing offer- already operating at Fiumicino, and tourist and seaside destinations, and towards ing of flights to Zurich with this new direct by new carriers who chose to invest in long range destinations.” service to Geneva,” Lo Presti added. Thanks Leonardo da Vinci Airport.” WELCOME THROUGH ROME

FCO THE ITALIAN > Sicily - Seaside GATEWAY

Summer 2014 Airport Business 39 AEROPORTI DI ROMA

the Air Canada Rome-Toronto operation. base at Rome Fiumicino last December and Air Canada rouge was established by Air will offer 112 weekly flights this year. Canada in 2012 to offer services aimed at the leisure market. It has also further strength- Dedication to the passenger ened its position in Rome, by changing Lo Presti speaks eloquently of ADR’s from operating the 767 to the A330 on the goal to “achieve excellence in the quality of Toronto route, meaning it can now offer 50 all the services offered to passengers”. Its more seats per flight. strong focus on the passenger experience Another notable piece of annual growth is has seen the introduction of two interesting the restart this month of operations new initiatives – the new Airport Helper and to Delhi after a 10-year hiatus. “The perma- also free Wi-Fi. At the launch of the Airport Helper initiative, a flash nent connection to Rome, inaugurated by Air Launched at Fiumicino in May, the Airport mob Drum Circle was organised India, stresses the importance of the Italian Helper project had already been adopted by and performed in the terminal by market for the Indian carrier and once more ADR at Ciampino last year, where it recorded the Airport Helpers themselves. confirms Rome’s attraction,” commented very positive feedback from travellers. The Palombelli. “This new flight consolidates and Airport Helpers aim to enhance the travel Meanwhile, unlimited Wi-Fi internet reinforces the development and expansion experience by assisting passengers with access has been available at Fiumicino since strategy of flights towards new markets with professionalism and courtesy, and they May, in another enhancement of the pas- a high commercial potential that Aeroporti perform this task in addition to their regular senger experience. ADR has launched a new di Roma started with success, also thanks to jobs. There are around 530 members of the communication campaign called ‘Dedicati the important infrastructure development Airport Helper community at Fiumicino, rep- a te’, meaning ‘dedicated to you’, in order to works that are raising the quality of services resenting ADR and the companies operating create awareness among passengers of the offered in the main national airport. I would at the airport, such as cleaning compa- services available to them. also like to express my best hopes that this nies, shops, restaurants, and handlers. It is clear that the needs of the pas- new partnership will help to reinforce the Stefano Donnarumma, Airport Management senger are at the heart of ADR’s strategy. economic bonds and tourist connections Director of ADR, explained that the results at Its initiatives to improve the airport between India and Italy.” Ciampino last year were outstanding. “The experience, coupled with its route devel- Vueling and Ryanair are also contributing percentage of passengers satisfied with the opment and connectivity enhancements, to Rome Fiumicino’s growth. While Vueling efficiency of the information provided, and further strengthen Fiumicino’s hub posi- is adding 27 new destinations this August, the courtesy and professionalism of person- tioning, as well as the competitiveness of increasing its total to 35, Ryanair opened a nel, reached around 92%,” he said. air transport in Italy. VERONA AIRPORT

19 new services generate growth at Verona

erona is part of the del Garda of remarkable recovery were recorded for domestic traffic still remains nega- airport system that manages later in the year. Domestic traffic at tive (-4% compared to a year ago). In the both Brescia and Verona air- Verona increased by 5% in the last two 2014 summer season, Verona Airport will V ports. Verona primarily handles months of 2013. be connected to 57 destinations – nine passenger traffic, while Brescia is instead Passenger traffic in April and May this domestic, 34 EU and 14 non-EU. If the cur- dedicated to cargo. The system handled year began to grow significantly, with an rent trend continues, the airport expects 2.8 million passengers and 44,000 tonnes 8.8% year-on-year increase in April, and to exceed three million passengers by the of cargo in 2013. a 6.6% rise in May. An important contri- end of 2014. Last year, Verona handled 2.7 million bution to growth is the 19 new routes Verona Airport’s catchment area com- passengers, 1.8 million of which were (Berlin, Hamburg, Cologne, Palermo, prises three Italian regions – Veneto, international. Despite the decline over Bari, Dublin, Amsterdam, , Lombardy and Trentino-Alto Adige. More the previous year, mainly due to the dif- Timisoara, Southampton, Barcelona, Paris,​​ than 385,000 SMEs are based in these ficult economic situation and the Ministry Cambridge, Geneva, Zurich, Edinburgh, regions, representing one of the rich- of Foreign Affairs’ warning concerning Leeds, Mostar, Zakynthos, and Corfu). The est and most productive areas in Italy, departures to Egypt that lasted from last new services have led to a 17% increase with a high frequency of business travel. summer through the autumn period, signs in international traffic, while the figure Meanwhile, for incoming traffic, the airport is the main gateway to an important tour- ist area, well known thanks to its important artistic and cultural heritage, the Dolomite Mountains and Lake Garda, and the strong tradition of cuisine and wine production. Verona Airport handled 2.7 million While some of Verona’s 19 new routes passengers in 2013, and if the current trend continues, the airport expects to exceed have already commenced operations, three million passengers by the end of 2014. they will all be fully operational by the end of July. Furthermore, Air One has opened a new base at Verona with five flights to domestic and international destinations. MILAN MALPENSA

ilan Malpensa is experienc- Milan Malpensa’s new Terminal 1 shopping area ing solid passenger growth, increases the total retail offering in the departure lounge to 23,000sqm, with around 100 shops, bars with the latest available figures and restaurants, including the Davide Oldani Cafè. M showing a 2.9% increase to 5.5 million passengers between January and April 2014. Cargo traffic has performed even more strongly – a 10.7% rise to 147,337 tonnes handled in the first four months of the year perhaps indicating that the airport is at the vanguard of the economic recovery. “Malpensa is pivotal in the Milan airport system; it is strategic for this country, and SEA invests in an infrastructure that was able to grow even during the crisis and is now capturing the signs, albeit still weak, of an upcoming recovery,” commented SEA President Pietro Modiano. “What we can see today is only the beginning of Malpensa’s new success story unfolding before our eyes.” Non-aviation revenues are increasingly important to SEA, growing by 6.8% in 2013 to €180.6 million, which represents 23% of SEA’s overall revenues. The new retail area – the Piazza del Lusso – creates a real sense of place. Truly Italian in style, the design is a tribute Luxury retail at heart of to the city of Milan. The desire was to cre- ate a luxury commercial platform on a par with that of the city, and both the archi- Milan Malpensa makeover tecture and the materials used are similar to those of the famous downtown Galleria Vittorio Emanuele shopping mall. While the figures are impressive SEA is investing €30 million in the renovation of Milan – a total area of 8,000sqm with 46 com- Malpensa’s Terminal 1, ahead of the city hosting EXPO 2015. mercial units, including a 2,000sqm The first phase, completed in May, saw the opening of a new walkthrough duty free area – even more impressive are the important new brands. luxury retail area, reflecting Milan’s status as a fashion These include Tod’s, Moncler, Bottega capital. Report by Ross Falconer. Veneta, and the first Giorgio Armani bou- tique in a European airport. The new shopping area is accessible to passengers travelling to both Schengen Elegant, bright and simultaneously. and non-Schengen destinations, and state-of-the-art “The new spaces have been con- increases the total retail offering in the The lighting is one of the most distinc- ceived, designed and built to project departures area to 23,000sqm, with around tive features of the new area, and was into the future an airport facility 100 shops, bars and restaurants. These created by renowned lighting designer intended to contribute to the relaunch include the Davide Oldani Cafè, where pas- Cinzia Ferrara. “Constantly alternating full of a new Milan, while keeping the mem- sengers can enjoy a gourmet meal (Davide and empty spaces in the drop ceiling cre- ories of its past, having a careful eye Oldani is a renowned Italian chef). ates a light and shade effect, an effect on its present and eager to participate that changes according to how one looks in a leading role in the creativity of the at it,” explained Ferrara. years to come,” commented architect The €30 million restyling of the current Gregorio Caccia Dominioni. “The works part of Terminal 1 involves a surface area are inspired by the Lombard architec- of 18,000sqm, including the Arrival Hall, tural and design tradition, characterised the check-in level and the entrance to the by the search for innovative materials airport from the railway station. and special care of details aimed at Once the overall renovation is complete achieving overall harmony.” in April 2015, Terminal 1 will be an elegant, The restyled Terminal 1 showcases bright and airy state-of-the-art steel and Milan Malpensa as an icon of innovation glass facility, featuring an aerodynamic and design. The airport expects the new design, marble floors, and zinc-titanium shopping area to become a destination in cladding. It will have a total surface area its own right, and the renovation is sure The new retail area features an impressive of 350,000sqm, 90 boarding gates, 270 to further enhance both the passenger range of new brands, including Tod’s, Moncler, Bottega Veneta, and the first Giorgio Armani check-in desks, and will be the first Italian experience and the airport’s vital non- boutique in a European airport. airport able to accommodate two A380s aviation revenues.

42 Airport Business Summer 2014 ACI_europe_210x297.indd 1 20/05/14 09.32 BERGAMO ORIO AL SERIO AIRPORT

The first aircraft to land on the newly renovated runway was an Air Dolomiti Embraer 195 at 06:10 on 2 June.

Bergamo Orio al Serio completes runway renovation

he scope of the renovation Bergamo Orio al Serio Airport – Italy’s fourth largest airport, works at Bergamo Orio al Serio Airport took in the runway, which handling 8.9 million passengers in 2013 – has completed the T is 3km long with a paved width major overhaul of its runway. The third phase of the €50 of 60m, the main apron to the south of million project required the total closure of the runway for the airport, a smaller secondary apron to the north, the taxiways and ramps. 20 days – it reopened at the beginning of June. In addition to the resurfacing of these areas, 2,000 new LED runway lights were installed, which provide an energy sav- The second phase began towards the surfacing and asphalt on a 295,000sqm ing of around 70% when compared with end of April, while ensuring that the airport area, and the installation of 1,200 new LED traditional lighting systems. continued to be operational; this phase runway lights. The project was undertaken in three took in the east end of the runway. Phase The figures associated with the pro- stages, the first of which began in March 2 involved the upgrade of surfacing and ject are impressive and indicative of the and did not require any flight restrictions, asphalt on a 55,000sqm area, the instal- task at hand. The ground surface area as it was focused on the west side and lation of 250 new LED runway lights, and on which the work took place totals in the area north of the aircraft apron. levelling and increasing the load-bearing 550,000sqm – equivalent to more than 80 Phase 1 involved the upgrade of surfacing capacity of 8,000sqm of the grass safe football pitches. Over 220,000 tonnes of and asphalt on an area of approximately area located at the end of the runway. asphalt were laid, corresponding to 6,500 80,000sqm, the installation of 400 new The third stage was carried out truckloads of 35 tonnes. Meanwhile, new LED runway lights, the creation of a new between 13 May and 1 June, and resulted runway markings total 56,000sqm and 5,000sqm concrete apron, and levelling in the total closure of the runway. This 370km of power cables have been laid. and increasing the load-bearing capac- final stage of the runway works was The first aircraft to land on the newly ity of 13,500sqm of the grass safe area characterised by a whirlwind of activity renovated runway was an Air Dolomiti located at the end of the runway. 24 hours a day. It involved the upgrade of Embraer 195 at 06:10 on 2 June. While the airport was temporarily closed for the runway works, it took the opportunity to implement some terminal improvements, giving it a brighter, more attractive feel. This included 1,600sqm Bergamo Orio al Serio Airport has completed of porcelain tiles being laid, the restora- the major overhaul of its tion of 5,000sqm of parquet flooring, and runway. The third phase restructuring of the suspended ceiling. of the project required the total closure of There was also refurbishment of some the runway for 20 days retail stores. – it reopened at the Looking ahead, a further phase will beginning of June. take place, which will see the modernisa- tion of the ground handling aircraft area on the north apron, with asphalting of a 45,000sqm area.

44 Airport Business Summer 2014 MILAN BERGAMO AIRPORT OVER 120 ARRIVALS FOR YOUR DEPARTURES.

ALBANIA BELGIUM Brussels Charleroi BOSNIA - HERZEGOVINA Mostar BULGARIA Sofia CAPE VERDE Sal CZECH REPUBLIC Prague DENMARK Billund EGYPT Marsa Alam, Sharm el Sheik ESTONIA Tallinn FINLAND Lappeenranta, Tampere FRANCE Lourdes, Paris Beauvais GERMANY Hamburg Lübeck, Bremen, Berlin Schonefeld, Dusseldorf Weeze, Frankfurt Hahn, Munich (from 2/06) GREECE Athens, Cephalonia, Corfu, Kalamata, Karpathos, Kos, Crete Chania, Crete Heraklion, Mykonos, Patras Araxos, Rhodes, Salonika, Volos HUNGARY Budapest ITALY Alghero, Bari, Brindisi, Cagliari, Catania, Crotone, Lamezia Terme, Olbia, Palermo, Pescara, Rome Fiumicino, Trapani IRELAND Cork, Dublin, Knock LATVIA Riga LITHUANIA Vilnius MACEDONIA Skopje MOLDAVIA Chisinau MOROCCO Casablanca, Fez, NETHERLANDS Eindhoven NORWAY Oslo Rygge POLAND Krakow, Gdansk, Katowice, Warsaw Chopin, Warsaw Modlin, Wroclaw PORTUGAL Porto REPUBLIC OF MALTA Malta ROMANIA Arad, Bacau, Bucharest Otopeni, Cluj, Craiova, Iasi, Timisoara, Târgu Mures, Tulcea SLOVAKIA Bratislava SPAIN , Barcelona El Prat, Barcelona Girona, Ibiza, Madrid, Mahon, Malaga, Palma de Mallorca, Santander, Santiago de Compostela, Saragossa, , Valencia SPAIN CANARY ISLANDS Fuerteventura, Gran Canaria, Lanzarote, Tenerife SWEDEN Gothenburg, Stockholm Skavsta TUNISIA Djerba, Monastir, TURKEY Istanbul Sabiha Gökçen UKRAINE Donetsk, Kiev, Lviv UNITED KINGDOM Bristol, East Midlands, Leeds Bradford, London Stansted, Manchester

Information updated on 30th April 2014

www.orioaeroporto.it Reflecting the dynamism and diversity of people AIRPORT PEOPLE at the heart of the airport business

he Board of Directors of Oslo Airport has appointed Øyvind New Oslo MD Øyvind Hasaas to Hasaas as its new Managing T Director. Hasaas (57) will take up his new role in August. focus on terminal development A business economist, Hasaas brings a broad range of industrial experience to the role from major international organisa- These are exciting times for Oslo Airport, which has the tions, including REC Solar ASA – a solar power company headquartered in Oslo; reached the halfway point in its major expansion project, and Norsk Hydro ASA – an aluminium is experiencing healthy growth in passenger traffic, and and renewable energy company, similarly headquartered in the Norwegian capital. has a continually expanding route network – the latest His key competencies include turning announcement being new SAS services to Hamburg and businesses around, restructuring projects, Vilnius. In August, a new Managing Director – Øyvind Hasaas as well as launching new products and market segments. – will take the reins, with plans to continue the dynamic He replaces Nic Nilsen (67), who has approach taken by his longstanding predecessor Nic Nilsen, decided to step down after 15 distin- guished years at the helm. Nilsen’s tenure as Ross Falconer found out. was characterised by a real passion for the aviation industry and the role that Oslo Airport plays in the Norwegian economy new pier will be completed in April 2017, available figures for April show a 4.6% and society. While this made his deci- increasing the airport’s annual capacity to rise in passenger numbers to almost two sion to step down a difficult one, he also 28 million. million, fuelled by an impressive 13.2% alludes to seeing “a need for renewal”, Under Nilsen’s stewardship, the airport increase in international traffic, pointing to and Hasaas speaks with enthusiasm about has developed into a major international an exciting future as Hasaas prepares to continuing the passionate approach: success story. 2013 was a record year, take the helm. “I look forward to taking over from Nic with around 23 million passengers han- Nilsen and to developing Oslo Airport dled – up 4% year-on-year. A central part as a part of the Avinor Group. I will do of Nilsen’s strategy has been expanding everything to ensure that the termi- Oslo’s portfolio of long-haul routes, and nal development will be completed on notable success was achieved with the time and within the budgetary con- announcement that will com- straints, and with the least possible mence services between Dubai and Oslo disruption for the users of Oslo Airport in September. “Demand for good routes during the construction period. I also is huge, and it is of course gratifying that look forward to cooperating with Avinor we can offer travellers almost 170 direct employees and other partners to the routes,” he said. benefit of the passengers.” Norway’s generally healthy economic He joins the airport at a time of intense situation combined with attractive routes, activity. After breaking ground in 2011, including new intercontinental services construction of the new departures and to the US and Asia, made 2013 a banner arrivals hall, new railway station and year for the airport. Meanwhile, the latest

Øyvind Hasaas Nic Nilsen i s will take over as Oslo stepping down as Airport’s new Managing Managing Director of Director in August. “I Oslo Airport after 15 will do everything to years at the helm. His ensure that the terminal dynamic approach development will be to the development completed on time and of the airport has within the budgetary seen it develop into a constraints, and with major international the least possible success story. disruption for the users of Oslo Airport during the construction period,” he commented.

46 Airport Business Summer 2014 Expanding towards a greener future

90%

355 WINTER SERVICES

The importance of forward The severe weather conditions experienced across planning and preparation Europe in recent winters means airports are striving Established for over 15 years as a manu- facturer and supplier of environmentally to be better prepared than ever. The summer season friendly runway and commercial de-icers, is traditionally when winter services strategies are Proviron supplies high quality acetate and formate based de-icers in both liquid and evaluated, and airports will soon be starting the solid form. It recently strengthened its procurement process for 2013/14. Here, Airport Business product portfolio with the addition of air- highlights some of the latest equipment and services craft de-icing and anti-icing fluids. Proviron supplies runway and aircraft from suppliers that will be helping airports remain safe de-icing and anti-icing products all over and operational during the winter months. Europe, from Scandinavia to Turkey, and Iceland to the Baltic States. During the last few years, the company has heavily invested in its de-icing activities in order to expand Winter preparations

its production capacity and grow its market AMS requirements, and are proven and very share in Europe. Proviron recently added popular with airline operators in the US.” Vienna Airport and Prague Airport, among Following the harsh winter conditions others, to its customer portfolio. of recent years, Proviron has noticed that “The decision to manufacture and supply the requested lead times for receiving aircraft de-/anti-icing fluid (ADF) products runway or aircraft de-/anti-icing products in Europe was mainly driven by the fact that have become shorter. It has also seen that airlines, ground handlers and airports were airports, airlines and ground handlers have unhappy with the quality and/or service of increased their storage capacity to be better their current ADF suppliers, or were some- prepared for severe winters. times even ‘left in the cold’ when winter was “As always, forward planning and prepa- challenging,” explained Frederic Versavel, ration prior to the start of winter is critical,” Business Manager De-icing Solutions, Versavel commented. “It is vital, as well as Proviron. “Proviron teamed up with its long- being common sense, to ensure that de-icer During the last few years, Proviron term partner Cryotech (USA), world leader in stock levels are kept full throughout the has heavily invested in its de-icing de-icing technology. Proviron manufactures winter season. Preparedness combined with activities in order to expand its the full range of Cryotech’s ADF prod- good communications between customer production capacity and grow its market share in Europe. ucts (Type I, II and IV), all of which are FAA and supplier can go a long way to ensuring approved, fully comply with the latest SAE things run smoothly.”

De-icing innovation

VESTERGAARD supplies a range of de- the most optimal distance, thus helping save on icing vehicles designed to ensure that aircraft get both fluids needed and time needed for the de- off the ground safely. There are several innovative icing operation,” said Lars Barsoe, Sales Manager, features, but the most prominent one for this year Vestergaard. Commenting on the environmental is the Precise Positioning System, which helps benefits of the Precise Positioning System, he keep the nozzle within exactly one metre of the added that the saving on fluids means a corre- aircraft surface – the optimal distance in de-icing. sponding saving on energy. “Because the system Vestergaard supplies a range of de-icing vehicles The company is present across the world, with also speeds up the de-icing, there will be less with several innovative features, but the most prominent one for this year is the Precise very large operations in Germany, France, the UK, taxiing and waiting with engines running, again Positioning System, which helps keep the nozzle Scandinavia, Russia, Canada, the US, Japan, Korea, helping the environment, and decreasing conges- within exactly one metre of the aircraft surface – and lately also China. Its latest big order in Europe tion on aprons,” Barsoe stated. the optimal distance in de-icing. is to service British Airways at London Heathrow Of course, an effective winter services strategy with 10 Elephant Beta aircraft de-icers. must have a well-trained staff and a solid winter right time, in the right sequence to push back, to “The new Precise Positioning System works operations plan that includes the various players fit with de-icing pad capacity and runway capac- with sensors and the safety aspect is that the on the airport. For Vestergaard, de-icing is the ity”. “The de-icing operation then has to be made nozzle cannot touch the aircraft surface when focal point, and Barsoe explained that “it is very up of a well-trained, well-motivated, and well- engaged, and it aids the operator to stay within important that the tower releases aircraft at the equipped group,” he concluded.

48 Airport Business Summer 2014 Let’s beat the elements together

Aircraft de-/anti-icers: Runway & commercial de-/anti-icers: t Cryotech Polar Plus® (80) Type I t Provifrost® KA ECO Liquid potassium acetate t Cryotech Polar Guard® II Type II t Provifrost® KF ECO Liquid potassium formate t Cryotech Polar Guard® Advance Type IV t Provifrost® NF Solid sodium formate t Cryotech® E36 Liquid potassium acetate t Cryotech® NAAC Solid sodium acetate t Cryotech® CMA Solid calcium magnesium acetate t Cryotech® CMA40 Solid blend of 40% CMA and 60% rock salt

XXXQSPWJSPODPNtTBMFTEFJDFS!QSPWJSPODPN

PRO-AD-Deicers-190x132-06_2014-v1.indd 1 2/06/14 21:07 Strategies for attracting and retaining THE AIRLINE CONVERSATION airline customers

Of course our growth can be maintained – as long as Sabiha Gökçen Airport builds the second runway by end 2016 – and if we get all the traffic rights Pegasus’ Haybat is not fazed by the daunting we want.” Sertaç Haybat, the CEO of prospect of the new, six Pegasus Airlines, works from one of the runway Istanbul Grand modern office developments which have Airport (IGA) and dismisses suggestions that it will sprung up around Sabiha Gökçen Airport overwhelm both Sabiha – part of the very prosperity both his Gökçen and his own airline and the airport have brought to the operation. “I think IGA airport is a must, indeed neighbourhood. Pegasus is inextricably closing Atatürk airport will linked to the boom which rocketed Sabiha be a big mistake – a mega Gökçen from an airport of 240,000 city like Istanbul should have all three airports.” passengers 10 years ago, to one that will leap past 20 million in 2014. (Unable to ignore this success any longer also finally opened a major base with 25 aircraft last year.) Founded in 1990 Pegasus was rein- vented as a low cost carrier (LCC) in 2005 with just six domestic routes. It has grown 25-30% each year since then and will Pegasus Airlines CEO deliver over 20 million passengers in 2014, operating to 80+ destinations in some 35 countries. Its operations differ significantly welcomes Istanbul Grand from other LCCs in Europe which largely fly point-to-point: Pegasus’ international connecting traffic in Istanbul approaches Airport – but doesn’t 25% of its total; it truly operates a hub and not just a big LCC base. Indeed Haybat expect to operate there! says some things that closely echo Turkish Airlines: “Istanbul is a natural hub given its geographic location, and very convenient, as domestic and international traffic is all In conversation with Paul Hogan under one roof.” But the Pegasus boss still feels that modernisation has gone only so far and that bilateral air service agreements are apparently daunting competitive prospect because we bring low fares.” heavily biased in favour of Turkish Airlines. of the giant new €10 billion, six runway So the question remains: How long can “The Turkish-EU bilateral situation is Istanbul Grand Airport (IGA) and dismisses Pegasus keep growing; will it keep all the almost liberalised, and even if Poland has suggestions that it will overwhelm both existing Boeings 737-800s after the 75 not been fully opened to us, we started Sabiha Gökçen and his own operation. A320/21 are delivered by 2016; and will flying to Budapest in May, and we now “I think the opening of IGA happening it even take up more from the 25 options? have traffic rights to Prague. The Turkish within four years is optimistic. But the (i.e. +150% fleet expansion to 125 from cur- CAA is working hard for us; we just wish airport is a must, indeed closing Atatürk rent 50). “Our decision on keeping the -800s that progress could be faster.” airport will be a big mistake – a mega city after the big Airbus order depends on get- Indeed the situation with the Middle like Istanbul should have three airports ting the traffic rights we need – if we can get East, North and the Russia/CIS/ to serve different catchment areas. But access to Russia and the Middle East we’ll Eurasian Economic Union is still very limit- even though we’ll have 100 planes when it take all the Airbuses in 2016, and keep the ing. “Turkish Airlines is ‘cherry picking’ as opens, we don’t want to spread ourselves Boeings, doubling the fleet to 127. If not, we Istanbul is designated as a city and not across two Istanbul airports and, in any may lose the 25 options and the -800s and two airports – we often just get given their case, judging by its costs IGA is likely to we’ll have 75 planes.” leftovers. It’s frustrating as we’d love to be a very expensive airport!” Once again Haybat reemphasises the fly to almost all cities in the Middle East, same advantages of geography which we don’t have services to Saudi Arabia, An LCC; but a reliable partner have allowed Turkish Airlines to build or Jordan and we’d like to serve 10-20 for new routes a super-hub with narrow body aircraft: destinations in Russia, and the CIS – yet Haybat considers Pegasus to be a very “Our aircraft have a six-hour range from Pegasus was overlooked again when reliable partner. “We’ve dropped hardly Istanbul – enough to get us to places like Turkish Airlines got Sabiha Gökçen-Kiev. any routes since 2005, maybe Sofia, a Almaty and Bishkek and the whole of Turkey is very popular in these markets couple of domestic points, and Frankfurt Europe. We have a huge potential market – Russians have visa-free travel, although because we had the wrong slots – then to exploit, so we have no plans for long- there has been some easing, and I when Frankfurt opened the third run- haul aircraft. We just need the bilaterals genuinely believe that eventually these way, we restarted. Now we have 84 to become more liberal and for Sabiha bilaterals will disappear.” destinations and we’re real market-mak- Gökçen to build its new runway so we can Surprisingly Haybat is not fazed by the ers – wherever we fly we create traffic accommodate it all.”

50 Airport Business Summer 2014 The race to find the fastest airline in the world

bud:runway run Budapest Airport

An event powered by: bud:sport Budapest Airport

11:00hrs Saturday September 6 2014

12km or 6km races €75 single entries (four or two lengths of Runway 1) €50 (per runner) team entries

anna.aero-Budapest Airport 100% entrance fees donated “Golden Cake Trophies” and Wizz1.0 Air advert to children’s cancer charities tickets and tour prizes for: and other good causes

FASTEST male/female

FASTEST AIRLINE TEAM – “The Fastest Airline in the World”

FASTEST AIRLINE CEO – male/female

FASTEST AIRPORT CEO – male/female

A FINISHER’S MEDAL souvenir shirt, and gift bag for every entrant

MORE AWARD CATEGORIES An unforgettable running For other air transport partners, tourism agencies & experience on Budapest enterprises, media etc, etc Airport’s Runway 13R-31L

REGISTER ONLINE International entries* Platinum Qualifying airlines, airports and other air transport enterprises may take part, Sponsor & Official Carrier but places are strictly limited. To register your interest go to: www.anna.aero/budrunwayrun SPECIAL *Registrations from Hungarian enterprises handled separately - details to follow RACE FARES!

Routes-Europe-2014-ARR.indd 57 29/05/2014 13:53 WE’RE USING BEST PRACTICES TO TRANSFORM THE PASSENGER EXPERIENCE WE’RE CREATING AN INTELLIGENT AIRPORT

Together, Genève Aéroport and SITA have transformed passenger experiences and raised satisfaction levels.

FOR MORE INFORMATION, VISIT WWW.SITA.AERO/TOGETHER

3031 SITA TWC Ad GENEVA MASTER.indd 1 02/06/2014 09:38 SECURITY & FACILITATION

ith burgeoning passenger traffic, airports are being Meeting the needs of continuously challenged W to find the right balance between security, cost and efficiency. Be airport and passenger it in arrivals at border control, or depar- tures at gates or scanning checkpoints, factors such as increasingly stringent legislation; increased passenger frustra- A passenger’s experience at a security checkpoint tion with checkpoint procedures; limited can have a deciding influence on the way he budgets; and changing passenger habits, remembers his airport journey, which is why the like the increasing use of cabin bags, are encouraging airports to search for new airport industry is placing more emphasis than and innovative solutions. Then there is the ever on the development of ingenious solutions greatest challenge of all – the challenge to deliver a security experience that is that meet the security demands of the airport and convenient and comfortable for the pas- satisfy the needs of the passenger. WE’RE USING senger. “In addition to ensuring a high degree of security, airports must also con- sider the passenger experience, wait times BEST PRACTICES and cost. Passenger experience and wait times affect turnaround times for flights, usage of airport facilities – especially retail – and customer satisfaction,” said The Atkins Passenger Authentication TO TRANSFORM Sten Peeters, Senior Director of Business Scanning System (PASS) uses Development, Security at leading security advanced technology to link screening and imaging specialist Analogic. passengers to their travel documents as they pass through security “Our technology enables airports to checks at Heathrow Airport. The THE PASSENGER quickly and safely move passengers to system improves airport security their destinations, while meeting the secu- and passenger processing. It amalgamates online check-in, rity demands of today and tomorrow,” he airline data, biometric fingerprint explained. Analogic’s COBRA Checkpoint technology and departure lounge EXPERIENCE CT system is among the most sophisti- systems into one seamless ‘gate- to-gate’ solution. Image courtesy of cated 3D imaging checkpoint systems in Heathrow Airport Limited. WE’RE the industry. Featuring continuous-flow Computed Tomography-based technology, the future-proof checkpoint solution allows CREATING AN airports to double the throughput of check- point lanes while lowering false-alarm rates and improving the passenger experience, without compromising security. world. “COBRA’s innovative 3D imaging “Our technology was designed with technology gives operators the abil- INTELLIGENT the customer in mind,” Peeters asserted. ity to easily manipulate baggage scans “Passengers can leave their laptops and on screen to get a 360 degree detailed liquids inside their bags, allowing for less view. The outcome at product trials has bin use and higher throughput. This has been fewer bag searches, better resource AIRPORT enabled passengers to move through utilisation, and lower false-alarm rates, the line faster, without sacrificing safety. which result in improved efficiency and The COBRA’s advanced algorithms and improved passenger experience.” 3D imaging capabilities offer superior Together, Genève Aéroport and SITA have detection and more efficient resource Biometric identification transformed passenger experiences and utilisation.” COBRA Checkpoint CT system As well as fulfilling the security needs also enables bags to be viewed in full of the airport and creating a calming raised satisfaction levels. 3D and to be rotated to show potentially experience for the passenger, meeting hidden objects, eliminating the need legislative criteria is a crucial factor in FOR MORE INFORMATION, VISIT to put a bag back through the scanner, the development of security solutions. WWW.SITA.AERO/TOGETHER which saves time. The COBRA system Legislature played an important role in scans up to 550 bags an hour and can the creation of the biometric technol- The COBRA Checkpoint accommodate more than 300 passengers ogy by Atkins – a pioneering leader in Security System uses CT per hour based on Type D+ operations. facial recognition at UK airports. The firm screening technology, “That’s two times faster than the industry developed, in collaboration with Gatwick which enables the highest probability best,” Peeters commented. The system’s Airport, and later Heathrow Airport, its rev- of detection and the performance has resulted in improved olutionary facial recognition technology lowest probability operational efficiency, shorter airport in response to a government regulation of false alarm, as confirmed by Analogic’s lines, and an overall better passenger that requires the airport and the airlines operational data. experience, while still meeting the secu- to confirm that the person named on the rity demands of busy airports all over the ticket is the one that gets on the plane.

Summer 2014 Airport Business 53

3031 SITA TWC Ad GENEVA MASTER.indd 1 02/06/2014 09:38 450 500 400 550 2X 300 FASTER BPH Laptops and liquids 200 Bags Per Hour stay in the bag

0

BAGS

COBRA Checkpoint CT

With Analogic’s COBRA 3D checkpoint CT technology, you can double the throughput of your checkpoint lanes and improve passenger experience without reducing security.

§ 550 bags per hour § Laptops and liquids stay in bags for quicker throughput and less bin use § ECAC Type D/D+ and UK DfT ACBX-LEDS Certified

The result is improved operational efficiency, shorter security lineups and better resource utilization.

To watch a video on the COBRA Checkpoint CT System, visit: www.analogic.com/cobra

To learn more: Visit: www.analogic.com/innovation | Call: 978-326-4000 | NASDAQ: ALOG Innovative Solutions for Life

ACI EUROPE Airport Business Summer Issue Full page type size: 190 mm x 270 mm 4/4 Full page trim size: 210 mm x 297 mm May 28, 2014 JLIEU Full page bleed size: 216 mm x 303 mm SECURITY & FACILITATION

“We worked with a partner company called solutions that satisfy the demands of both biggest challenge for us today, where the Aurora who have developed a technology passenger and airport. Its present focus is new integrated passenger gate technol- that works for facial recognition in the infra- on expanding the use of self-service and ogy can help to find the best compromise 450 500 red spectrum,” explained Nick Whitehead, biometric technology used in the various for everybody. Fully integrated self-ser- Atkins’ Strategic Services Manager (Identity aspects of the travelling experience so vice devices like pre-screening gates for Assurance). Infrared facial recognition is that it applies to the whole airport journey. boarding pass checks, automated immi- 400 550 now deployed in Heathrow’s Terminal 5 “Now, self-service is being expanded gration and self-boarding-gates located 2X and Terminal 2, and is operating in Terminal into the airline checkpoints. The origi- in front of the jet-bridges at the terminals 1. It’s a facial recognition link, in addition to nal deployment was for the airport can make the passenger experience most the photograph attached to your boarding – protection of the lounge, which is the convenient, saves valuable time during card, which means you cannot swap your responsibility of the airport. Now though, the boarding and immigration process and boarding card and board a flight without airlines are looking for self-service options reduces delays and waiting times drasti- 300 FASTER biometric authentication.” right through the whole of the departure cally.” So far, he described, these three In recent years airport security, process,” Whitehead said. “A number of gate devices are communicating individu- Whitehead explained, has begun to years ago now the airlines had massive ally with different data sources. But if they BPH Laptops and liquids evolve. “In terms of the ongoing require- success with getting you to check-in at can communicate with each other and ments for security, there is I think home online, and what we’re now trying have access to the same database, there Bags Per Hour probably a change in perception about to do is get to a situation where you could will be a solution created that provides all 200 stay in the bag the risk associated with air travel. The go through the whole process, board the the benefits for the passenger, airports further we get away from 9/11, the more plane, and you didn’t have to present your and airlines, with a much higher security opportunity I think there is to reconsider ticket to an agent at all.” level. “Bringing this already available fully what the appropriate level of security integrated solution in compliance with check is for travellers on an aircraft.” The importance of personal data protection requirements, is 0 Risk-based assessment, he explained, is integration at the gate the biggest challenge the airport security now being openly discussed as a genu- René Kraemer, Head of Business industry is facing today.” inely deliverable possibility, and a way of Development, Mass Transit, at secu- Gunnebo’s automated boarding gate improving not only the passenger experi- rity gates developer Gunnebo Entrance technology has been developed to BAGS ence but targeting security where it has Control, explained that there are four deliver all-important efficiency, safety, the most effect – “now that fits not only major stakeholders in the airport secu- and passenger comfort, in answer to a governmental regulation, but also in rity process. The airport operator, whose the needs of the airport of today. The an era of austerity there would appear to interest is in operating the airport in the new AFL Boarding Gate, which has been be cost savings to be made by moving most efficient, secure and profitable way; installed at airports including Naples, away from a one-size-fits-all to a more airlines, who seek to get passengers in Beijing, Hamburg and Bristol since last risk-based assessment”. “Obviously that’s and out of their aircraft in the fastest and year, features low power consumption fraught with some political overtones,” he most convenient manner; the government, and full height glass panels, and is EN continued, “so there’s a journey to go in represented mostly in immigration; and, 16005 compliant. “There is currently no COBRA Checkpoint CT this space, but fundamentally the direc- of course, the passenger. “When we com- other boarding gate beside the AFL in the tion of travel is to try to get to a properly pare all these interests from the different market that facilitates efficiency, passen- risk-based assessment.” groups in regards to security, we come to ger comfort, sustainability and revenue With Analogic’s COBRA 3D checkpoint CT technology, you Working in cooperation with its airports, the conclusion that they are not all going generation simultaneously in a better Atkins is committed to the development of in the same direction,” he said. “This is the way,” Kraemer said. can double the throughput of your checkpoint lanes and improve passenger experience without reducing security.

§ 550 bags per hour § Laptops and liquids stay in bags for quicker throughput and less bin use § ECAC Type D/D+ and UK DfT ACBX-LEDS Certified

The result is improved operational efficiency, shorter security lineups and better resource utilization. Airports including Naples, Beijing, Hamburg and Bristol (pictured) have utilised Gunnebo’s AFL Boarding Gate for automated boarding pass check prior to security screening since last year. The gates have enabled the airports to significantly reduce waiting times for passengers, and To watch a video on the COBRA Checkpoint CT System, provide valuable live information and reports on passenger movement, visit: www.analogic.com/cobra their arrival time before departure and their identity.

To learn more: Visit: www.analogic.com/innovation | Call: 978-326-4000 | NASDAQ: ALOG Innovative Solutions for Life Summer 2014 Airport Business 55

ACI EUROPE Airport Business Summer Issue Full page type size: 190 mm x 270 mm 4/4 Full page trim size: 210 mm x 297 mm May 28, 2014 JLIEU Full page bleed size: 216 mm x 303 mm Life is hard when you are anordinary luggage label.

The future of self tagging

eezeetags introduces a new experience in the self service bag drop process. And it all starts with the tags itself. eezeetags are high quality bag tags that have no backing paper to pull away and nothing that sticks to clothes, bags or fl oors. They only stick to itself and to nothing else. The result? No waste paper at drop off point, no false sticking possible and therefore a much higher self tagging success rate. According to some major airlines that use eezeetags for their bag drop process this ensures a more easy and seamless travel experience and increases the level of satisfaction of the passengers. www.eezeetags.com

VieVieww m moreore wi withth

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optimistic that it will this year achieve its Discovering Hamburg’s potential The year of ambition to welcome 14 million passen- In line with the pioneering developments gers to Hamburg. In the first five months taking place in the terminal environment and of the year it has achieved an increase beyond, Hamburg Airport’s route network is Hamburg of +8% compared to the previous, and flourishing, driven by the increased services expects this favourable result to continue, of many of its airlines. germanwings is pres- as more and more passengers choose ently completing its takeover of Lufthansa’s Airport the airport for its attractive mix of holiday non-hub European services, adding its own and business destinations, combined with new routes – it now operates more than 50 short walking distances and ongoing good different services from Hamburg in the cur- An ever-flourishing route service. “This is our recipe for success,” rent summer timetable. network, significant Eggenschwiler said. 2014, it seems, will be easyJet meanwhile has made a huge step, Hamburg Airport’s year. opening its second German base at Hamburg infrastructure developments “In 2014, our passengers can choose Airport in March. At the start of 2014, easyJet’s and promising growth in from a broad route network with 120 route network from Hamburg consisted of passenger numbers so far destinations. We are focusing on the new six destinations; by the end of the year, it will routes and on even more comfort for our have grown to 21. In addition, Norwegian has are all signs that 2014 is passengers,” established Eggenschwiler. significantly expanded its services between a year full of potential for “The new, more convenient P1 multi-storey Hamburg and Spain, and SAS is further car park, for example, with around 2,800 expanding its presence in the market for flights Hamburg Airport. parking spaces, will open in July in time to Scandinavia. The airport’s timetable also now for the summer holidays.” In the terminal includes flights to Athens, Marrakech, and Tel complex, meanwhile, the airport has just Aviv, and an increased long-haul network. 013 was a year of turbulence for expanded its lounge to serve around 300 The airport’s low-cost offering has grown Hamburg Airport. Amid an already guests at any one time. considerably too, with quality low-cost car- arduous economic climate, indus- “We are always looking for ways to make riers having discovered the potential of the 2 trial strikes, severe storms and the our passengers’ time at the airport even northern German market, and offering new infrastructure developments of some of easier and smoother. At present, we have opportunities for its passengers. Flights to its primary airlines all presented obsta- a six-month test of a self-service baggage 100 of the roughly 120 non-stop destinations cles to passenger numbers, while the drop off system for passengers operating in in its timetable are now available for less than negative impact of the German Aviation Terminal 1. The really special feature here is €100. In 2005 there were just 50 of them, and Tax presented hurdles too. “Despite this that these kiosks will in the future be used four years later 80. Today, passengers have challenging environment, though, we can for baggage for all airlines,” he continued. a broad range of service and price models indeed be satisfied with our result,” said “What matters most to me is that we listen to choose from. “They can put their journey the airport’s CEO Michael Eggenschwiler. to our customers. Every customer sugges- together just how they want it, guided by Germany’s fifth busiest airport recorded tion is looked at in detail. Older passengers, their own service expectations and budget,” 13.5 million passengers last year, and for example, have particular expectations Eggenschwiler stressed. “Experience shows finished the financial year with a profit of of an airport. The walking distances can’t that it is precisely the low-cost carriers that €37.3 million. be too long and the writing on the signs has bring a lot of additional traffic, boosting the With an encouraging start to 2014 to be a bit bigger. We are working hard to incoming market in particular. This is good for behind it, the airport is now rightfully make sure these needs are met.” the city of Hamburg as a whole.”

Michael Eggenschwiler, CEO, Hamburg Airport: “What matters most to me is that we listen to our customers. Every customer suggestion is looked at in detail. Older passengers, for example, have particular expectations of an airport. The walking distances can’t be too long and the writing on the signs has to be a bit bigger. We are working hard to make sure these needs are met.”

Summer 2014 Airport Business 57 Putting the environment into proper perspective.

Environmental protection plays a central role in everything we do. As such, we have made a volun-

tary commitment to minimising our CO2 footprint and using ground-breaking technologies to reduce

carbon dioxide emissions even further. This has helped us cut back on 14,000 tons of CO2 over the last few years. And our environment department does even more – for example, we have made a commitment to improving noise protection for our neighbours, increasing air quality, reducing waste and disposing of it using environmentally friendly methods, protecting waterways, and preventing bird strikes.

Details of our environmental projects and our responsibility for nature can be found here: hamburg-airport.de/en Putting the environment into proper perspective.

No other airport in Europe has the diversity of routes and destinations that can be reached from Frankfurt. “German jobs depend to a great extent on the exporting industries, and these in turn rely on good connections to the rest of the world. These are concrete competitive advantages that secure our prosperity here in Germany,” said Dr Stefan Schulte, CEO and Chairman of the Executive Board of Fraport AG.

Germany’s gateway to the world

Europe’s world-class hubs serve as the driving force of the continent’s business, industry and mobility, and with the theme ‘Compelling Connectivity for our Cities, Regions and Europe’, this year’s ACI EUROPE General Assembly, Congress & Exhibition could hardly have a more fitting host than Fraport AG.

ver centuries, Frankfurt has founded 90 years ago, and now the indus- concluded a number of major capacity developed as one of the world’s try pioneer is Germany’s largest work expansion projects at the airport, including most important strategic complex at a single location – employing Runway Northwest – the only new runway O regions for transportation and some 78,000 people and representing in Europe – and Pier A-Plus at Terminal trade. Located in the heart of Germany a diverse array of nationalities, occu- 1, and in September of last year, Fraport and Europe, it is a city that epitomises pations and career opportunities. The submitted technical plans for the new ‘connectivity’ – with intermodal transpor- Frankfurt region depends on the 3 to the City of Frankfurt. The tation networks, international trade and for key industries, ranging from banking first construction phase, allowing for 14 communications and digital connectiv- and finance, transportation and logistics, million passengers per year, is expected ity all vital parts of its DNA. Frankfurt is trade fairs and congresses, international to start in 2015, for completion around Germany’s gateway to the world – and its tourism, consulting and business ser- 2020. In its next phase Terminal 3 will be Environmental protection plays a central role in everything we do. As such, we have made a volun- airport provides the global connectivity vices to pharma and chemicals, autos and able to serve a total of 25 million passen- tary commitment to minimising our CO footprint and using ground-breaking technologies to reduce that is crucial for a country which depends machinery. Not surprisingly, Frankfurt is gers, increasing FRA’s total capacity to 2 on its export-driven economy. the country’s most international city and about 88 million passengers per year. carbon dioxide emissions even further. This has helped us cut back on 14,000 tons of CO over the 2 No other airport in Europe has the boasts many foreign business commu- Fraport works closely with its airlines last few years. diversity of routes and destinations that nities including expanding Chinese and to show them the unique qualities of And our environment department does even more – for example, we have made can be reached from Frankfurt. “German Indian representation. Frankfurt Airport, and its role as a vital hub a commitment to improving noise protection for our neighbours, increasing air jobs depend to a great extent on the It is for these reasons that Fraport to the leading economies of the world. exporting industries, and these in turn considers it so important to continue Its route network growth continues at a quality, reducing waste and disposing of it using environmentally friendly methods, rely on good connections to the rest of developing the airport’s infrastructure consistent pace, and June will see the protecting waterways, and preventing bird strikes. the world. These are concrete competi- – firstly to enable more companies to initiation of the airport’s first ever China tive advantages that secure our prosperity base their operations at the Airport City Southern route, as well as the return after here in Germany,” said Dr Stefan Schulte, site and secondly to address the issue some years of MIAT Mongolian Airlines’ CEO and Chairman of the Executive Board of terminal capacity expansion promptly Frankfurt to Ulan Bator. The airport’s home Details of our environmental projects and our of Fraport AG. before bottlenecks emerge, Schulte carriers, Lufthansa and , are also responsibility for nature can be found here: The forerunner of Fraport AG was stressed. In recent years Fraport has adding new routes. hamburg-airport.de/en

Summer 2014 Airport Business 59 24TH GENERAL ASSEMBLY, CONGRESS & EXHIBITION

SPONSOR AND EXHIBITOR NEWS

ADELTE PBBs successfully installed at ramp, and its new Automatic airports worldwide, ADELTE’s Baggage Cart Dispenser ADELTE is an reputation is internation- bringing smart technology to NEWS engineering ally recognised for setting the challenge of running busy company based in Barcelona, high standards, not only in airport terminals. providing engineering design, aesthetics, safety, As a global airport services know-how and results-driven reliability and comfort, but partner, ADELTE will also solutions for airports also in maintenance services, showcase its full range of worldwide. promptness of execution and technical services to both ADELTE designs, manufac- customer service. airlines and airports, which tures, installs, operates and ADELTE will showcase its ensures continuous and maintains state-of-the-art whole range of products with maximum effectiveness on the passenger boarding bridges a special emphasis on its apron, and guarantees safety (PBBs), innovative ground advanced Apron Drive PBB and comfort for passengers support equipment (GSE) and designed and built to provide and operators: training, opera- smart terminal solutions, and total safety, unparalleled tion, maintenance, spare parts ADELTE designs, manufactures, provides high value technical flexibility and long-lasting and refurbishment for equip- installs, operates and maintains state- services which improve per- performance; its new genera- ment such as PBBs, PCAs, of-the-art solutions and provides high formance on the apron and tion of PCA unit designed to GPUs, VDGS, BHMS, etc. value technical services that improve performance on the apron and deliver deliver a better experience for significantly enhance opera- a better experience for passengers. passengers. With hundreds of tional performance on the STAND 37

aviation history, Xsight been adopted by major air- Xsight runways solutions presents a ports including Boston Logan, Systems new paradigm in runway and by top-tier integrators management and allows such as Thales Group. Xsight Systems is the constant command over airport FODetect is an automated NEWS provider of advanced runways and their surroundings. and comprehensive FOD runway sensor solutions Xsight enables airports to detection solution collocated chosen by leading airports manage runways more with runway edge lights and is worldwide. For the first time in efficiently and feel confident the most powerful solution to For the first time in aviation history, that the runways are safe, improve runway safety, opera- Xsight runways solutions presents a new secure and clear for operations. tional efficiency and increase paradigm in runway management and Solutions from Xsight runway capacity. allows constant command over airport runways and their surroundings. Systems, having exceeded FAA regulatory requirements, have STAND 45

small airports such as in a range of cost effec- AeroParker Manchester, Humberside, tive packages, AeroParker AeroParker is a Bournemouth and East Pro, Lite and WS, all eas- NEWS pre-book parking Midlands for over 20 years. ily integrated with a wide and ancillary system, which AeroParker offers airports variety of barrier systems increases non-aeronautical the most simple, easily such as Skidata, Scheidt revenue whilst collecting administered yet sophisti- & Bachmann, Designa, passenger data. Amazon cated yield management to ZEAG and ACS/Xerox. Not cloud-hosted, trusted online help control all ancillaries. only is the system tech- and across all mobile devices, PCI compliant, the system nically supported 24/7, Amazon cloud-hosted, trusted online and the AeroParker software has enhances the passenger AeroParker also includes across all mobile devices, the AeroParker been generating real ROI experience through a single Digital Marketing support software has been generating real ROI results for both large and small airports such as results for both large and basket transaction. Enabling from basic maintenance, to Manchester, Humberside, Bournemouth and you to engage with custom- in-depth analysis, strategic East Midlands for over 20 years. ers before they arrive at the digital planning and email airport, AeroParker helps you marketing. gain vital passenger insight Jon Keefe, CEO of the ACI EUROPE General positioned at stand 33 the and develop relationships for AeroParker and Rhodri Assembly, Congress & chance to win an iPad mini. future financial gain. Edwards, Client Services Exhibition, giving visitors AeroParker is available Director, will be attending to the AeroParker stand STAND 33

60 Airport Business Summer 2014

24TH GENERAL ASSEMBLY, CONGRESS & EXHIBITION

Zodiac Arresting Systems aircraft ranging from a Cessna Citation to a Boeing 747. The Zodiac Arresting The EMAS predictably and lives of 243 passengers and NEWS Systems is reliably crushes under the crew members have been recognised as the world’s weight of an aircraft, provid- saved, with no injuries of leading manufacturer of ing deceleration and a safe consequence, very little to no military and commercial stop. It is FAA-accepted as aircraft damage, and minimal aircraft arresting systems. an equivalent to a standard service interruption. EMASMAX® is the lat- Runway End Safety Area and EMAS installations est, most durable version of is an acceptable alternative worldwide have grown to Zodiac Arresting Systems’ for preventing overrun catas- 81 systems at 50 airports, field-proven EMAS, devel- trophes at airports where including two each at oped with and approved by runway end safety areas Sichuan Province, China the FAA. EMASMAX arrestor (RESA) do not exist or are (2006), Madrid-Barajas, Spain EMASMAX® is the latest, most durable version of Zodiac Arresting Systems’ field- beds are composed of blocks impractical due to environ- (2007), Kristiansand, Norway proven EMAS, developed with and approved of lightweight, crushable mental or other issues. (2012) and one at Taipei City, by the FAA. EMASMAX arrestor beds are cellular cement material There have been nine Taiwan (2011). composed of blocks of lightweight, crushable cellular cement material designed to safely designed to safely stop air- overruns into these arres- stop aircraft that overshoot runways. craft that overshoot runways. tor beds at US airports by STAND 43

T-Systems Ennis-Flint

T-Systems has more T-Systems operates infor- Ennis-Flint is a NEWS than 30 years’ mation and communication NEWS worldwide leader in experience in the airport technology (ICT) systems for the traffic safety and road business, and is now multinational corporations marking industry, providing enlarging its total airport and public sector institu- quality and performance- management system portfolio tions. T-Systems provides driven solutions designed to in offering its solutions out of integrated solutions for the enhance traffic safety for all the Cloud. networked future of business users: drivers, pedestrians, gates, as well as vehicular road- Big Book of Infrastructure Thanks to a new service and society. Some 50,000 cyclists and pilots. ways on the airside. Solutions’ – a solutions-based model, smaller airports can employees at T-Systems com- Ennis-Flint manufactures and AirMark can last up to 12 manual with all the answers also afford the continuous bine industry expertise and supplies AirMark® preformed times longer than paint. for governments and coun- ICT support of T-Systems, ICT innovations to add signifi- thermoplastic pavement mark- To learn more about each cils, highways agencies and and airports across the world cant value to the digitisation ings that are engineered for of the company’s prod- road operators, infrastruc- are benefiting from the ICT strategies and core business use on taxiways, ramps, aprons, ucts take a look at its ‘The ture and facilities architects, support of Telekom’s daugh- of customers all over the designers, developers, town ter company. world. T-Systems generated planners, contractors and T-Systems is Deutsche revenue of around more. Visit the Ennis-Flint Telekom’s corporate cus- €9.5 billion in the 2013 finan- stand for more details and to tomer arm. Drawing on a cial year. pick up your copy. global infrastructure of data centres and networks, STAND 28 STAND 47

AviaVox AviaVox has intensively such as the AODB, FIDS and studied the information PA-Systems. Furthermore, AviaVox specialises needs of passengers, airports AviaVox has developed the NEWS in Intelligent and airlines. As a result the ‘Airline-Gate-Client’ that ena- Automatic Announcement company has structured its bles airlines to accompany Systems for airports. The automatic announcements their boarding procedures company has developed a such that it supports the effi- with automatic announce- state-of-the-art phoneme ciency of passenger flow from ments. AviaVox is the only technology that actually the moment the passenger company in the world that makes a computer speak. The sets foot on the airport to has made an extended synthetic voices cannot be the moment they board the set of editors for different distinguished from a human aircraft. The basic system can airlines. The software can speaker. AviaVox delivers a be extended by a number of be implemented at existing AviaVox has developed state-of-the-art subscription-based service for options, addressing the main CUTE/MUSE/CUPPS and is phoneme technology that actually makes a 24 languages. It is affordable information needs at airports. certified by companies such computer speak. It delivers a subscription- for every size of airport. The system can be imple- as SITA, ARINC, RESA and based service in 24 languages, with synthetic voices that cannot be distinguished from a mented relatively easily, as Ultra Electronics. human speaker. It is affordable for every it integrates with the existing size of airport. equipment and software STAND 2

62 Airport Business Summer 2014 Join the revolution happening in Europe, Africa, Asia and Australia.

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Routes and World Route attract over 250 delegates to on existing air services and Development Forums and Zimbabwe; Routes Silk Road network with industry deci- The Routes many airports and airlines are and of course World Routes, sion makers should ensure NEWS business is focused now using Routes’ events as the world’s largest annual the Routes 2014 Event entirely on aviation route part of their planning cycle. commercial aviation event Programme is added to their development, and the Routes events include which celebrates its 20th diaries for this year. company’s portfolio Routes Americas, the only anniversary in 2014 when it You will find more infor- includes events, media and route development forum for takes place in Chicago, USA. mation at routesonline.com, online businesses. The all of the Americas, which now Malaysia for the fourth time Airports, tourism authori- where the route development company organises and incorporates Network USA, in March; Routes Europe, ties and other industry community meets! Routes is a operates world-renowned an event previously run by which saw 1,200 delegates in stakeholders wishing to UBM Live brand. airline and airport networking RBI; Routes Asia which, now attendance in 2014; Routes seek out new opportuni- events through its regional in its 12th year, took place in Africa, which is expected to ties to build and negotiate STAND 4

at 60 airports in 27 different Heinemann also supplies shops and more. Congress & Exhibition. This Heinemann countries. The company also goods to more than 1,000 Heinemann invites all year’s highlights will be the runs shops at border customers in more than 100 visitors to get in touch with presentation of the new shop Gebr. Heinemann is crossings, along with 21 different countries. the company and especially design of Frankfurt T2 Non- NEWS the only family-run shops aboard 11 cruise liners Heinemann has developed the brand Heinemann Duty Schengen, as well as the business among the global and two ferries. In addition strong partnerships with Free. You will discover a introduction of a brand new players of the travel retail to the retail business, customers from several fascinating variety of dif- Home Delivery service, which business. Located in the different channels, as there ferent topics on more than is outstanding within the HafenCity in Hamburg, are airports, airlines, ferries, 150sqm at the exclusive travel retail business. Heinemann operates duty cruise liners, border shops, Heinemann stand at the ACI free and Travel Value stores duty free zones, military EUROPE General Assembly, STAND 11

solutions for sustainable APCOA PARKING Group growth and operates car parks that make careful use of APCOA PARKING resources. Technical innova- NEWS Group is the leading tions such as reduced-CO2 European parking manager. shuttle buses at airports help More than 40 years of company the market leader in cities and airports reduce their operational experience and this segment, too. The group CO2 emissions. Lessors can innovation, the combined currently manages around 1.4 expect a sustainable approach know-how from 12 European million parking spaces at to nature and a sustainable countries and a highly more than 7,400 locations in increase in the property’s diversified portfolio Europe. APCOA’s products for value from APCOA PARKING. distinguish APCOA PARKING airport operators are parking To operate profitably in the Group from its competitors. management, e-solutions, long term, the company offers More than 40 years of operational experience and More than 30 European taxi-management system, a sophisticated added value innovation, the combined know-how from 12 European airports have chosen APCOA parking enforcement and programme. countries and a highly diversified portfolio distinguish APCOA PARKING Group from its competitors. to manage their parking advertising solutions. facilities, making the APCOA PARKING offers STAND 35

Altadona utilisation and in many cases Real Time Integrated Data billing. Additionally, Engine (ARTIDE) – a power- Altadona’s Automated on/off Blocks Altadona is proudly Altadona’s new stand ful, flexible platform that Detection System is a cost-effective way to know stand occupancy and vacancy in NEWS presenting its utilisation solution comes integrates disparate systems real-time, and integrate this data into an newest solution, its complete with RIDS to and sensors seamlessly with airports’ AODB/RMS. Automated on/off Blocks improve further the current airport systems such Detection System – a efficiency on the stand, as as AODM/RMS, creating cost-effective way to know in well as a camera for a true situational awareness real-time stand occupancy/ real-time view of the stand for improved operation of vacancy and integrate this from the AOCC. airports. Powered by ARTIDE, data into airports’ AODB/ Altadona develops Altadona also offers differ- RMS to improve stand solutions that improve ent solutions and sensors operational efficiency by that manage real time data facilitating both real-time to solve operational effi- data and integration of such ciency problems in a vast data into existing ecosys- array of areas inside airports. tems for airports. Its core product is the Altadona STAND 38

64 Airport Business Summer 2014 24TH GENERAL ASSEMBLY, CONGRESS & EXHIBITION

eezeetags check in at any kiosk, print out a will not be around anymore. boarding card and bag tag, self- So there is an urgent demand Stimulated by the tag their bag and drop it. This for an easy bag tag. That is NEWS IATA fast travel helps airports create decen- why eezeetags created the initiative, kiosks, bag drop, tralisation of queues and hugely eezeetags. biometric iris scanning, expand terminal capacity. There are just two simple automated passport readers, All though home-printed steps to follow, no back- modern security lines, self and permanent bag tags will ing to pull away, no messing All though home- boarding gates and even be a part of the future – there around with claim tags, no printed and permanent bag tags will be a vending machines are will always be a need for false sticking, and no waste. part of the future – dominating the landscape of on-demand terminal-printed eezeetags makes self-tag- there will always be a the modern terminal building. bag tags. Most passengers do ging 100% intuitive. need for on-demand terminal-printed bag The key component is not understand how to apply tags. Most passengers self-service. a traditional tag, and how STAND 7 do not understand how Airports adopt more and can we expect them to? They to apply a traditional tag, so there is an more CUSS solutions instead were created 40 years ago urgent demand for an of renting out CUTE counters for trained agents. Once self- easy bag tag. to airlines. Passengers can service is the standard, these

ThyssenKrupp Airport Carbon Accreditation

Airport The Airport Carbon carbon mapping and NEWS Systems Accreditation & WSP management, and is the only stand will showcase the ACI industry-specific perfor- ThyssenKrupp Airport over the world. Its expertise EUROPE-owned programme mance based, voluntary and NEWS Systems is one of the allows the successful handling which encourages and institutionally endorsed main providers of global gate of projects no matter their size enables airports to implement carbon and energy certifica- solutions. The company sells, or characteristics; projects best practice carbon and tion label. WSP is the delivers and maintains passenger range from a single VIP Bridge energy management administrator of this boarding bridges with over 4,000 to more than 123 bridges in processes and to gain public programme, and will be in units at airports worldwide. Dubai. The company also recognition for their place to provide details of the carbon and energy manage- ThyssenKrupp Airport Systems focuses on developing other achievements. This pro- programme, its benefits and ment activities. accompanies its clients from the equipment for the airport gramme is the airport industry how to become accredited, as design consultancy phase industry and in particular in the reference standard for airport well as information about its STAND 32 through to the handing over and area of auxiliary equipment. beyond, with excellent operation and maintenance services all STAND 16 global aviation industry. Airport World. Aviation Aviation The team has over 40 Media’s event portfolio ThyssenKrupp sells, delivers Media years of experience in all includes the ACI Airport and maintains passenger forms of media. Aviation Economic and Finance boarding bridges with over 4,000 Aviation Media is an Media’s portfolio of Conference, various Airport units at airports worldwide. NEWS independent, magazine titles include: Cities World Conferences and business-to-business Routes News, Airline Fleet Exhibitions, ACI EUROPE’s communications company. It Management and ACI World’s Regional Airports Conference specialises in the production and Exhibition, SMART of global aviation magazines, Airports and ACI World’s special publications, Annual General Assemblies. conferences, exhibitions and events, and websites for the STAND 5

DATA MODUL company is as close as pos- sible to its clients. DATA MODUL DATA MODUL will be show- NEWS (formerly CONRAC) casing its brand-new display is a leading supplier of Flight concept: Super-slim displays Information Display Systems based on energy efficient LED and Public Displays. Its management from consulting success of this strategy. the latest state-of-the-art backlight technology with pro- philosophy is to provide and conceptual design to DATA MODUL’s HQ, R&D production technology, tective front glass and new, customers not only with installation and service. and production are based including optical bonding. extremely power saving indus- products, but also with the Longstanding business in Germany. Its factory in A global network of sub- trial PCs which are integrated best display or system relationships and installations the south-east of Frankfurt sidiaries and sales offices, in a highly innovative way. solution for their projects: in over 200 airports covers 18,000sqm of manu- as well as sales and ser- Professional project worldwide clearly prove the facturing space and provides vice partners, ensure the STAND 41

Summer 2014 Airport Business 65 OUTSIDE IN Insights from close, but not inside, the airports business

he calibre of the retail experi- ences at former BAA airports are a ‘It’s not rocket science – telling indication of the instrumen- T tal part that Brian Collie played in making airport retail what it is today. The it’s just what people former Group Retail Director of BAA plc sent ripples through the industry when he announced in 2004 that he would end want, in real life’ his 13-year stint with the operator at the age of 50. Nearly a decade on, and Collie is at the heart of another travel industry institution – as Chairman of Irish hotels Brian Collie, Chairman, Jurys Inn, and Chairman, group Jurys Inn. Ahead of his Aer Lingus Luxury Retail, McArthurGlen flight to the group’s Dublin headquarters, Collie sacrificed his well-treasured airport shopping time to meet with Amy Hanna at Gatwick Airport, where he once stood as a the customer service, and the value for Board member for four years. money. It’s not rocket science – it’s just Collie thrives on delivering experiences, what people want, in real life.” and is very much at home in the people- As well as developing the World Duty driven hotel business. Jurys Inn owns and Free brand and giving life to the Heathrow manages 31, what Collie calls, 3*+ hotels. “If Express, Collie was responsible for the you were looking at the low-cost carriers retail operations of 20 airports during we’re more like easyJet than Ryanair,” he his time at BAA – an experience he rel- said. Jurys Inn Heathrow is the group’s only ished. His excitement for the industry is hotel on airport grounds, and while the contagious, and he remains at its forefront group has enterprising plans for expan- – an advocate of all things online, he is a sion, competing with the dozens of hotels keen supporter of advancements in home that hem the UK’s airports isn’t a prior- delivery, pre-ordering and Shop & Collect, ity. “We look for good locations like every a service he pioneered. other good operator – the right location The once Board member still has an that attracts the right guest,” Collie stated. affinity for his local airport. “I’m a huge fan At the company behind ‘Exceptional of Gatwick – I think they’ve probably got Despite being Irish, Collie said that Jurys Inn is more like easyJet everyday hotels’, Collie explained, deliver- the best operation of any UK airport, and than it is Ryanair. Jurys Inn ing an outstanding customer experience I think the work that Stewart Wingate and Heathrow is presently the group's is not all that different to doing so in an his team have done here operationally only hotel on airport grounds. airport retail environment, except with has been terrific,” he said. “The entrance greater face-to-face opportunities to add to both the terminals is very special. that has been done. “I always think that that crucial customer service to a good The security is second to none. They’ve retail should be on the way and not in fundamental product “– be it comfortable expanded it, they’ve made it easier, the the way,” he said. The walk-through duty beds or a smooth route to security”. “And people are friendly – they’ve just lifted free area, he explains, is “convoluted and then, underpinning all that has got to be it to a whole new level.” Commercially disorientating”, and doesn’t create the value for money. And that’s the same at though, Collie (who initiated the exten- same sense of place that was the essence the airport. You’ve got to get the formula sions at Gatwick’s South and North of the first ever walk-through store that right – the environment, the product, terminals) doesn’t agree with everything Collie established at Heathrow’s Terminal 3. “You’ve got to remember that people aren’t here to shop, they’re here to get on a plane. You’ve got to make them feel comfortable that they’re in control of their time and where to go,” he said. Six months after leaving BAA Collie rejoined the Board of designer outlet operator McArthurGlen, and shortly after Collie serves as Chairman, Luxury Retail at designer outlet operator became a partner. Since then the com- McArthurGlen. The group is currently pany has grown from having eight or constructing its first luxury outlet nine luxury centres to 21 across Europe in America in a joint venture with Vancouver Airport operator YVR. today. The firm is now building its first Located at the end of the runway, it centre in North America in a joint ven- will be McArthurGlen’s first airport ture with Vancouver Airport operator YVR. site. “We’ve been approached by a lot of airports since we launched the YVR Located at the end of the runway, it will relationship, but we’d first like to see be McArthurGlen’s first airport site. “We’ve how it works,” commented Collie. been approached by a lot of airports since we launched the YVR relationship, but we’d first like to see how it works,” com- mented Collie. “We open early next year, and we’ve got extremely high hopes for it.”

66 Airport Business Summer 2014 Egon Schiele, Self-Portrait with Physalis (detail), 1912, Leopold Museum, Vienna with Physalis (detail), Egon Schiele, Self-Portrait

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