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News and events from the voice of the world’s airports

Dublin Airport: Delivering an outstanding airport experience for people with reduced mobility

JUNE 2017


Contents 20







Aeronautical Studies and Risk


Spotlight: Q&A with ACI instructor

Investing in training and succession planning



Dr. Luigi G.Sulmona


14 Dublin Airport APEX





ACI Globa Training photo gallery


Training calendar MAP: EVENTS AND TRAINING


Taxes, tourism and connectivity AIRPORT SERVICE QUALITY


Quito International Airport, Ecuador


ACI Passenger Personas


A look at the first successful ASQ Forum of 2017, ASQ Forum Haikou

ACI is pleased to announce its newest training venue in Haikou,

20 Aerodrome Certification ECONOMICS AND STATISTICS

Analysis training

Key events and courses ACI EVENTS


Events calendar


ACI supports Dreams Soar ASIA PACIFIC


Airport Carbon Accredited airport in Asia-Pacific reach new heights


46 78

Airports gather in Doha for the 12th ACI Asia-Pacific Regional Assembly, Conference & Exhibition

Editors Brent Taylor Manager, Digital Marketing



ACI Asia-Pacific Regional Assembly

and Communications

concludes in Qatar


Sabrina Guerrieri

Abuja runway rehabilitation

Manager, Communications



Bangalore emerges as a vibrant IT hub in India’s ongoing economic boom

Angelika Joachimowicz

New World Business Partners

Communications and Digital Marketing

Assistant Manager,

Airports Council International ACI’s Regional Offices

ACI North America

ACI Africa

ACI Europe

Washington, DC USA

Casablanca Morocco

Brussels Belgium

ACI Latin America and Caribbean Panama City Republic of Panama


ACI Asia-Pacific Hong Kong China








Mark your calendar for Airports Council International's upcoming Airport Service Quality Forums

26–28 April - Haikou, China | 13–15 September - Prague, Czech Republic | 2–4 October - Detroit, USA Theme for 2017: Cultivating a customer experience airport community The ASQ Forums offer the airport community the opportunity to share best practices in airport customer experience and learn more about the world's leading passenger satisfaction benchmarking programme. There are no attendance fees for airport employees.

For more information, please visit

We look forward to welcoming you to China, the Czech Republic and the United States! @ACI_ASQ #ACIASQ

Message from the Director General

Message from Angela Gittens, Director General, ACI World Investing in training and succession planning Airports require a range of skills that must be continually evaluated and refreshed, necessitating investment in training and succession planning. The urgency in the aviation business is driven both by the dynamic changes in market conditions as well as the significant growth in global demand; ACI forecasts passenger traffic will increase from 7.6 billion in 2016 to over 14 billion by 2029. The question for airport professionals is: where are we, collectively, going to get the talent to accommodate such growth and how do we get the talent we have to adjust, adapt and anticipate the developments in business imperatives? Considering this, ACI established a Global Training (GT) service, focussing on continuing education in the foundation airport disciplines of safety, security, customer service, leadership and management, economics, environmental stewardship and facilitation. The service receives strategic direction by the ACI World Board and the ACI Global Training Steering Group, made up of representatives of all five ACI Regions (Africa, Asia-Pacific, Europe, Latin America-Caribbean and


North America). The Steering Group keeps the training function up-to-date on global and regional issues affecting ACI Members, defining the types of education programmes necessary to meet the evolving training needs of ACI Members. GT also receives valuable feedback from training surveys that are circulated to ACI’s six World Standing Committees, comprised of subject matter experts from airports and World Business Partners in such discilplines as: Airport IT; Economics; Environment; Facilitation and

Services; Safety and Technical; and Security. The information collected from such surveys is supplemented by the input from ACI Faculty and students. In this way, the Global Training service is able to stay current and anticipate business conditions so that the coursework remains relevant, accessible and of high quality. ACI also has an extensive educational partnership with ICAO, starting with the Airport Management Professional Accreditation Programme (AMPAP), the joint venture started in 2007. The six-course curriculum, delivered through a combination of classroom and distance learning, covers all functional areas of the airport business and promotes the highest professional standards. To emphasize the importance of the programme to the industry, the graduation ceremony is held at the annual World General Assembly in front of a large gathering of airport CEOs. The students come from all regions, with Asia-Pacific in the lead, consonant with its lead in air service demand growth. Scholarships are available for students from airports in least developed nations. A second high-level professional development curriculum is the Airport Executive Leadership Programme (AELP), developed in cooperation with the John Molson School of Business at Concordia University in Montreal. This two-month course, which can be taken as part of AMPAP, provides global, regional and cultural perspectives on airport management and is aimed at developing the leadership and strategic executive skills of airport industry leaders. The AELP classroom session was held this year in Munich, Germany, hosted most graciously by Flughafen München GmbH, led by CEO Michael Kerkloh.

The sold-out class had participants from every region. ACI also offers an extensive suite of skills development programmes in specific disciplines, with diploma-level courses in the classroom, online or at the worksite. As well, on request ACI delivers customized courses for specific airports or individuals. The largest programme is ACI’s Global Safety Network (GSN) Diploma Programme which comprises six specialized courses on airport safety, and is specifically designed to meet the needs of airside operations and safety managers, including developing, implementing and operating effective Safety Management Systems at their airports. Again, the graduates of the Global Safety Network hail from all of the world’s regions. ACI’s training initiatives take a holistic approach and remain flexible to prepare airport management and staff for the ever-changing landscapes in which they operate. In an industry where change is the new constant, ACI is committed to supporting its members and other airport professionals in their pursuit of training and succession planning— necessary ingredients of sustainable growth.

Angela Gittens Director General


AELP course

View images from the 2017 AELP course, held from 7–12 May in Munich, Germany

Group presentation by AELP participants


Group presentation by AELP participants

Angela Gittens, Director General, presenting at the CEO Forum


AELP course

Group photo of the 2017 AELP class

Angela Gittens, Director General, ACI World, presenting a Thank You Plaque to Michael Kerkloh, CEO and President, Munich Airport.


(From left) Course Director, Dr. William Taylor, ACI World; Angela Gittens, Director General, ACI World; and James Cherry, Past Chair, ACI World , performing a group presentation debrief


WAGA 2017 Welcome Message

WAGA 2017 Welcome Message

Dear Delegates, Airports of Mauritius (AML) is indeed proud to host the 27th ACI Africa/World Annual General Assembly, Conference and Exhibition in Mauritius this year. We are thankful to ACI World and ACI Africa for the trust placed in us and vesting us with the honour to welcome the industry’s leaders and other eminent figures on our beautiful island. Mauritius is internationally known as a world-class location for exclusive tourism but our country is also a reliable and efficient destination for business in the region. Our island ranks first in Africa for the ease of doing business index of the World Bank Group and its investment-friendly conditions are attracting increasing attention from global firms. Mauritius is a country that reconciles the possibility of having a unique lifestyle and a perfect blend of leisure and work.


AML is particularly enthusiastic to welcome the conference this year, where the focus will be on Leadership. We believe this theme is most appropriate within today’s dynamic but uncertain world. Airport management firms around the world need to find ways and means to ensure that our airports become more resilient by being better prepared, so that they may continue to play the vital role they have. We are confident that the participants will derive many benefits and gain inspiring insights during the 27th ACI Africa/World Annual General Assembly, Conference and Exhibition with its rich programme and high-level symposiums. It is therefore with great pleasure that we look forward to welcoming all ACI delegates to Mauritius, with the promise that they will experience the warmth and hospitality of our people and the marvellous features of our country.

Johnny T. D. Dumazel, MRCIS (U.K) Chairman

Registration now open! AFRICA WORLD

16-18 October 2017

I Mauritius

Join us in Mauritius on 16-18 October 2017 for the ACI Africa/World Annual General Assembly, Conference and Exhibition.

Home of the ACI ASQ Awards Ceremony, taking place at the Gala Dinner on 17 October.

For more information go to

Feature airport

Dublin Airport: Delivering an outstanding airport experience for people with reduced mobility By Liz Kavanagh, Customer Experience Manager, Dublin Airport 14

Dublin Airport’s (DUB) vision is to “Deliver an outstanding airport experience for airlines and passengers.” This puts the customer at the heart of all airport activity and inspires DUB to go the extra mile to fully understand and meet a customer’s needs. Over the past ten years, DUB has been on a significant journey --- from scoring the lowest level of customer satisfaction among peer airports within Europe to, in recent years, consistently ranking in the top five. Issuing a strong focus on passenger experience has benefited both passenger and airport alike. This improvement has been achieved by implementing significant changes across infrastructure, facilities, systems, processes, products, services, as well as addressing issues in multiple customer touch-points and transforming the overall passenger experience. By understanding and meeting the key needs of passengers, DUB continually meets and exceeds passenger expectations. Understanding the passenger experience Committed to listening to and engaging with customers, DUB manages a programme of research and monitoring that continually tracks, records and evaluates various aspects of the passenger experience. This

includes ongoing tracking studies, international benchmarking and customer complaint management. Feedback from customers is reviewed cross-functionally on a scheduled basis and priority issues are immediately followed up with identified actions. This review work is also shared with the executive team who ensures issues impacting the customer experience are resolved in a timely manner. This research consistently provides information focused around fundamental passenger needs, including: • the need for simplicity and clarity in processes and information provision; • the integral role of staff both in managing and supporting customers; • information and services at the right point; and • the importance of well-designed and well-maintained facilities. As part of this customer focused initiative, DUB maintains strong links and relationships with various groups representing the interests of airport passengers who have specific needs. Reduced mobility: Providing airport accessibility DUB is dedicated to providing accessibility for people with reduced 15

Feature airport


mobility (PRM) throughout its facilities. The aim is to provide facilities and services that are accessible for all and meet the requirements of relevant legislation and building standards. In order to deliver on best practices, DUB consults with a Disability User Group on an ongoing basis. The Disability User Group consists of many organizations representing people with disabilities, airline customers and the reduced mobility service provider. From an accessibility point of view, the DUB website provides all information needed in relation to facilities and services.

When arriving at DUB, passengers with reduced mobility can expect accessible buses and 170 accessible parking spaces for short-term and long-term stationed vehicles. Routes into terminal buildings are fully accessible with tactile paving and dedicated areas located outside the main doors allowing for easy access. Extensive research and consultation have been dedicated to the development of signs throughout the airport. Pictograms are used whenever possible along with colour coded signs for various facilities. There are also dedicated lanes available at DUB security for PRMs and private security screening available upon request. 17

Feature airport

Visual guides are available on the website to aid individuals with Autistic Spectrum Disorder (ASD) in understanding the process and steps that need to be taken throughout their airport journey. Familiarization tours are also available for anyone apprehensive about travelling. The tours are carried out on a one-to-one basis, tailoring to each individual’s specific needs. Also operating the Autism “Important Flyer” initiative, a wristband or lanyard is provided to passengers with ASD travelling through DUB. These are used as key identifiers for airport personnel to ensure a smooth and catered airport journey, even allowing fast tracking to avoid crowds and queues.


Airport staff play a huge role in delivering an outstanding airport passenger experience. Disability Awareness Training is provided to all front line staff. The training looks at the varied types of assistance passengers with reduced mobility and disabilities may require as they journey through DUB. The training aims at providing a Disability Confident service, ensuring each passenger’s individual requirements are met.

Airports Council International promotes professional excellence in airport management and operations

Airport excellence in safety programme complimentary service for members Assess your safety levels to improve your standing in accordance with industry standards.

Assessment and benchmarking services Assess, monitor, protect and improve your customer experience, cybersecurity, safety and compliance to ensure the sustainability of your airport.

Continuing education Enhance your professional skills in airport management and operations.

Trade publications Stay abreast of the airport industry’s traffic data, rankings, trends, financial performance, forecasts and best practice.

Events and conferences Join a network of airport operators to discuss challenges and share best practice.



+1 514 373 1200

Airport Excellence in Safety (APEX)

Aerodrome Certification: Common challenges in Latin America and the Caribbean By Juan Manuel Manriquez ViĂąas, Manager, APEX in Safety, ACI World


Did you know that there are at least fifteen common gaps among airports in Latin America that might be interfering with the aerodrome certification process? Before the year 2012, networking among airport peers and sharing best practices were very difficult and/or too expensive to do. As a result, airports were in isolation with regard to their safety programmes. Having the opportunity to openly interact with staff from other airports, who are working toward similar goals and facing similar challenges, rarely occurred. Since 2012, the Airport Excellence (APEX) in Safety programme has

been bringing airports closer together and enabling the collection of safety data during APEX reviews. This data provides a clearer picture of the safety gaps and vulnerabilities at airports in all regions. A total of 67 APEX in Safety reviews has been conducted to date, with 10 of these having taken place in Latin America and the Caribbean (LAC). Across the 10 reviews conducted in the LAC region, many commonalities were identified. This gives an indication of the areas that airports need to target for improvement and where staff development should be prioritized. The following 15 gaps are the most common within the LAC region:


Airport Excellence in Safety (APEX)

We’ve noticed that nearly every airport is struggling with wildlife risk assessment. It is important to have a Wildlife Management Plan that states what the airport is doing to manage wildlife on a daily basis, both reactively and proactively. Moreover, having this type of plan in place outlines the risks that the various types of wildlife could present to the airport’s operation. Assessing each species, its habitats and the change to the natural environment is key to monitoring the animals’ potential impact on the airport’s level of safety. The lack of a pavement management programme is another gap that may affect an airport’s capital investment in infrastructure. We have noticed some improvement in Safety Management Systems (SMS) implementation; however, there are significant improvements left to be made in achieving full understanding and compliance across regions. Aerodrome certification is not a one-sided activity. It requires the efforts of both the airport operator and the Civil Aviation Authority (CAA). In 2016, the APEX in Safety Programme participated with the International Civil Aviation Organization (ICAO) in two workshops that aimed to help the region with the aerodrome certification process:


• ICAO/FAA workshop for Aerodrome Certification Inspector held in Kingston, Jamaica • ACI-ICAO Aerodrome Certification Workshop held in Lima, Peru. Additionally, ACI supported ICAO in the TEAM mission in Honduras, where we were able to help both the aerodrome operator and the CAA harmonize their relationship and move towards greater collaboration between both parties. Within a few days we contributed to the successful completion of phase I of the aerodrome certification process, while also making progress toward the completion of phase II. The APEX Team, together with our APEX Partners, continues working to provide members with advice and assistance while fostering professional excellence in airport management and operations.


Airport Excellence

Safety Assessor Training Programme Apply today! The Airport Excellence (APEX) in Safety Programme along with ACI Global Training has launched the APEX Safety Assessor Training Programme (SATP). The objectives of the initiative is to: • Improve competency levels; • develop expertise for future Assessor participation in the APEX in Safety Programme; and, • provides free on-the-job training to safety experts.

This initiative will be carried out through capacity building, leading to the creation and/ or enhancement of expertise in airport safety and regulatory compliance, mentorship and network growth, the enhancement of airport safety levels and promotion of airport excellence.

More information and admission requirements: For more information on the APEX SATP, as well as admission requirements, please download our reference document.

Course listing: For a list of courses that are part of the APEX SATP, please download our course programme. Mandatory training course fees for successful candidates of DNA countries will be fully subsidized by ACI.

Participation forms: APEX SATP letter of commitment APEX SATP application form Please submit participation forms to

Questions: For any questions on the APEX SATP, please email


APEX in in Safety Safety is is the an industry of review a kind APEX industryleading, leading on peer programme, tailored to your needs to help drive process to help drive improvements at your airport improvments in your operational safet performance website: • email:

Economics and Statistics

Taxes, tourism and connectivity

By Patrick Lucas, Senior Manager, Economics and Statistics, ACI World

Source: World Tourism Organization (UNWTO) 2016

Have we temporarily forgotten tourism’s contribution to economies around the globe? In this new era of inward-looking policies and protectionist rhetoric, which has swept several western countries, this question needs to be raised as the risk of retraction on years of liberalization remains omnipresent. At the same time, the facts remain evident. According to the United Nations World Tourism Organization (UNWTO), tourism accounts for


10% of global Gross Domestic Product (GDP) and one in ten jobs are linked to tourism. Despite many challenges on the geopolitical front in 2016, demand for international tourism remained relatively strong. International tourist arrivals grew by 3.9% to reach a total of 1,235 million, according to the latest UNWTO World Tourism Barometer. Notwithstanding, short-sighted policies could jeopardize this important sector of the economy, particularly when we think of tourism’s

supply chain. It is important to remind ourselves that aviation, a vital link in this value chain, is also the lifeblood of tourism in many respects. In short, an attack on the liberalization of air transport hurts tourism. Tourism and liberalization The liberalization of air transport is part and parcel of tourism and economic development. Despite the economic woes, uncertain geopolitical landscape and acts of terror that have permeated many markets in 2016 and 2017, air travel has remained unperturbed over the short run. This is largely due to increased competition among suppliers of air transport, rising per-capita income in key markets and lower fares faced by passengers, all of which have helped foster an environment of sustained growth in air travel. Thus, irrespective of the downside risk, there has been an overall positive net gain in traffic growth and the air transport value chain. Research studies have shown that traffic growth typically averaged between 12% and 35% subsequent to liberalization of air services agreements between countries1. This growth was significantly greater than the years preceding liberalization. With as much as 54% of international tourists traveling by air based on the latest figures from UNWTO, there is a positive relationship between liberalization, international passenger traffic growth and tourism. Air

transport also continues to play a major role in the shipment of value added goods across the globe. While trade by air encompasses only 0.5% of global volumes, it represents as much as 35% of their value2. Thus, there is a general consensus across many stakeholders in the aviation value chain that the liberalization of air transport generates a number of opportunities with direct and indirect impacts across the economic landscape.


The Economic

Impact of Air Service Liberalization, InterVISTAS-ga2 2

Aviation: Benefits

Beyond Borders, Air Transport Action Group (2016) 3


Industry Connectivity Report (2015)

Connectivity, capacity and liberalization Connectivity as it applies to airports could be defined in two ways: direct connectivity, or the total number of direct scheduled flights offered by airport X to all other airports; or indirect connectivity, defined as the total number of indirect connections offered by airport X to other destinations via an intermediate airport. The combination of the two is indicative of overall connectivity levels for a given airport. Hub connectivity refers to connections offered through hub airport X between two other airports3. Airports continuously try to enhance their connectivity through air service development. In an effort to attract new traffic either as a gateway to tourist destinations in their home countries or as a point of connection for a seamless onward journey, airports have been propelled into an environment where they must compete for new markets 27

Economics and Statistics

and retain existing ones. At the same time, the necessary infrastructure capacity within the air transport value chain is required. That includes not only airport infrastructure but also intermodal transport and hotel accommodations for leisure and business travelers to name a few. Airports now have to compete with one another to retain and attract the traffic they need. A fundamental prerequisite for achieving connectivity is formalized market access. This is obtained by ratifying bilateral agreements that remove restrictions on air transport among countries. The most immediate impact of air transport liberalization is on the end user; the conventional wisdom suggests that liberalization leads to innovation and choice, which results in greater traffic growth. The link implies that traffic growth leads to economic growth by bringing consumers (passengers) from one market to another.

Source: seo


aviation economics

Thus, the combined purchasing power of consumers and businesses has a multiplier effect across the value chain and leads to job creation. This, in turn, has a feedback loop over and over again through wealth creation. Nevertheless, challenges to air transport liberalization persist in many parts of the world where rigid bilateral air transport agreements and regulations take center stage and hinder the prospect of economic development. The wider economic benefit is realized through increased connectivity between cities and the flow of people, which has enabled the proliferation of markets for goods, services, capital and technology. According to the International Air Transport Association (IATA), the number of unique city-pair connections by air has doubled from what it was twenty years ago, reaching more than 17,000 in 2016 (see Chart 1).

Unique city-pairs (1994–2016)

Source: adapted from “Economic Performance of the Airline Industry,” IATA (2015)

Taxes, trade and tourism While the risk of retraction in air transport liberalization lurks on the horizon, aviation stakeholders must also be cognizant of other challenges that hinder industry growth and progress. One of these challenges has to do with excessive taxes in the aviation sector. “Taxes are the price of civilization.” First coined by the American jurist, Oliver Wendell Holmes, Jr., there is considerable truth in this statement since tax revenues are vital to finance social and economic programmes

administered by the state. A tax is a legitimate right by any government since it is a source of financing for schools, hospitals and other types of social infrastructure, irrespective of the jurisdiction and governance model. However, in spite of its necessity, by its very nature, a tax that is levied on individual consumers or firms represents a market distortion. Market distortions may result in inefficiencies and disincentivize certain forms of economic behaviour. There are jurisdictions where providers and users of aviation infrastructure face a significant tax burden. This, in turn, may lead to a loss in competitiveness


Economics and Statistics

and opportunities for air service development aimed at enhancing connectivity and trade. The International Civil Aviation Organization (ICAO) defines a “tax” as “a levy that is designed to raise national or local government revenues which are generally not applied to civil aviation in their entirety or on a cost-specific basis.” In many parts of the world, users of aviation services face excessive taxation and this hampers the revenue available to those in the aviation value chain, especially air carriers and airport operators. More importantly, a high tax that is imposed on passengers tends to curb air transport demand, which has an impact not only within the aviation sector but also on the economies that are served in those jurisdictions. In compliance with ICAO’s Policies on Charges and Taxation, taxes on international air transport should only be levied in a justifiable, equitable and non-discriminatory manner. ACI Africa/World Annual General Assembly The United Nations 70th General Assembly has designated 2017 as the International Year of Sustainable Tourism for Development to highlight its contribution to economic and social progress. In this context, tourism has been identified as having specific role in five key areas:


1. Inclusive and sustainable economic growth 2. Social inclusiveness, employment and poverty reduction 3. Resource efficiency, environmental protection and climate change 4. Cultural values, diversity and heritage 5. Mutual understanding, peace and security. It is time to take stock of the role that tourism plays, not only for the economic and social benefits that it extends by the sector, but also to identify innovative strategies and policies to ensure the long-term growth of the industry in tandem with the air transport value chain, especially in emerging markets. Join us in Mauritius on 16–18 October 2017 for the ACI Africa/World Annual General Assembly, Conference and Exhibition and participate in the session “Taxes, connectivity and sustainable tourism: Barriers and opportunities to grow.” This session will present a variety of viewpoints and practices from government, the tourism sector and airports on tourism growth impediments and enablers.

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Airport Service Quality (ASQ)

Airport Service Quality (ASQ) interview feature: Quito International Airport, Ecuador By Sevda Fevzi, Manager, ASQ Strategic Marketing, ACI World


As ACI’s Airport Service Quality (ASQ) programme enters its 11th successful year, we will be focusing on how airports are increasingly putting the passenger first in all that they do. Indeed, passenger service is a shared priority among all aviation stakeholders—in particular all members of the airport community. As you’ll learn in this interview series, airports are digging deeper than ever through activities aimed at cultivating a culture of customer service excellence across all staffing levels. Aligning all stakeholders in the pursuit of airport customer service excellence can be a powerful tool toward improving the passenger experience, ensuring employee satisfaction and raising non-aeronautical revenues. In this edition, I speak with Alisson Larrea, Corporate Affairs and Marketing Manager at Corporación Quiport S.A.

Key facts about Quito International airport • Airport code: UIO • Year the airport opened: • Previous airport was opened in 1960 • New Quito Airport currently in operation since 2013 • Annual number of passengers in 2016: 4.9 million • Number of employees: 7,500 in the entire airport (120 companies)

Did you know? The New Quito International Airport is located in the parish of Tababela near Quito, the Capital of Ecuador. The Tababela plateau on which the airport is located was visited and baptized by the French Geodesic Mission at its arrival in Ecuador in 1736, when it came to measure a meridian curve from zero latitude to the North Pole. Its name is owed to the fact that the French considered the plateau a “table belle,” or beautiful table in English. With the local pronunciation, over time, the name became Tababela.

1) How and why did UIO join ASQ? How does UIO directly benefit from ASQ? Quiport has been an active member of ACI LAC and ACI for several years. Through this leadership role, we have learned about the different programs offered for airports to improve their service levels in various areas. Upon opening the New Quito International airport in February 2013, our focus was to deliver the best possible customer service to our passengers and general users. We were looking for a programme that could not only audit our airport management, but also provide us with benchmarking information in order to learn best practices that were being implemented in other airports. As a result, we decided to participate in the ASQ programme as it is the global standard for measuring passenger satisfaction. The benefits we get from participating in ASQ are various thanks to the way it is designed and how


Airport Service Quality (ASQ)

the information is presented. We get feedback from a representative sample of our passengers on 34 airport aspects. In our view, this is a great plus as the program ensures all flights are covered with a minimum number of surveyed travelers which in turns allows the airport to have a greater understanding of its passenger profile. This information is very useful for several purposes, such as determining potential commercial offers, marketing programs, operational efficiencies and so on. We are also able to run comparative reports with a set of different airports in the region or the world, allowing us to see our ranking and which areas need to be further improved. Finally, passengers see it as very positive the fact that the airport is always requesting feedback in order to enhance its service. It shows we care!

2) How does UIO align the common vision of improving passenger experience with all stakeholders, partners and service providers in your organisation? A key strategic goal for Quiport is achieving excellence in customer service. This statement means that we strive to provide a positive experience to our passengers, strengthen the relationships with our stakeholders and positively position Quiport and the Quito Airport brand. Therefore, our actions are aimed at ensuring all airport service providers understand how vital their role is in providing an efficient and pleasant travel experience. We are in constant communication with the different entities to ensure we understand their needs and challenges and also provide them with key information


on how the service is being perceived by our users. The information we share is based on the results of ASQ, as well as other surveys we do, on a quarterly basis. This gives us feedback on processing times, flows, efficiency and the like. A key commitment for us is to maintain an open and transparent line of communication with all airport product and service providers.

3) Are there any particular programmes, courses or activities UIO runs with employees that are specifically aimed at improving customer and passenger satisfaction? Another strategic objective for Quiport is to have the best personnel available in order to provide superior service to our users across every aspect of airport management. As such, we do have several training programs and initiatives aimed at enhancing skills to improve customer and passenger satisfaction. For instance, we have implemented a â&#x20AC;&#x153;Train the trainer program in helping passengersâ&#x20AC;? for all customer service, facilitation and VIP services personnel who are the people helping passengers on a daily basis at the terminalâ&#x20AC;&#x201D;in person, by phone, via web site or on social networks. Additionally, our operator has implemented a great initiative to have administrative personnel be more in touch with passengers. Each person goes once a week for about half an hour to the terminal and provides useful information to departing and arriving passengers. This has

allowed us to have more customer service personnel available during peak hours and to get administrative staff more involved in day-to-day airport management. 4) Does UIO practice measuring customer satisfaction of only departing passengers or both departing and arrivals passengers? For almost 10 years, we have done quarterly surveys of all our passengers, including arriving passengers, in order to verify processing times, staff courtesy, overall satisfaction and more. We do this on peak hours of peak days.

5) What is some of the more unusual passenger feedback UIO has ever received? We don´t generally get unusual feedback. However, once we had a passenger suggest that we broadcast the Ecuadorian soccer games on our FIDS screens. We do broadcast the games on some huge screens and in all food and beverage locations, mainly when it is the Ecuadorian soccer team in the soccer World Cup play offs. After all, we love soccer!

6) What are some of the topics you would like to see discussed at future ASQ Forums?

about operations (flight status), airport services and commercial offers, as well as travelling tips. In our experience, the use of social media has been extremely positive, mainly in emergencies such as the earthquake we experienced in 2016 which affected the coastal area of the country but was felt in our city. We activated our emergency plan, which includes messages through Facebook and Twitter, to provide information that is not only received by passengers but also by the media, who replicate our messages. This way we ensure accurate details are being provided and thereby mitigate any speculation. Along with the use of digital channels comes the implementation of airport apps. We launched ours at the beginning of the year for Android and it has been very successful. We are currently working on upgrades, many of which are based on passenger feedback, and plan to launch the IOS version next year. ASQ Forums would be the perfect platform to share experiences in the use of social media. Some topics may include: launching a twitter account, what information to provide to users, how to reach a greater audience and how to provide superior customer service through digital channels.

A key area that needs to be addressed is the use of social media tools to provide customer service. We have had great experience in this area since the opening of the airport and these channels have become the main point of contact for our customers to obtain live information


Airport Service Quality (ASQ)

Alisson Larrea, Corporate Affairs and Marketing Manager, Corporacion Quiport S.A.

Alisson Larrea biography Alisson Larrea is a high-level, bilingual, results-oriented professional with 15 years of experience in strategic and marketing plans, tactical leadership, project management and business development. She has a track record, both in Canada and Ecuador, in different sectors including airport management, mass consumer goods, consulting services, communications, television production and non-profit organizations. She has been in the airport industry for the past eight years working for CorporaciĂłn Quiport, concessionaire of the airport service in Quito, Ecuador. Since 2013, she


has worked as Corporate Affairs and Marketing Manager, successfully managing internal and external communications, customer service, corporate image, public relations, strategic planning and special projects, always aligning with corporate goals. Alisson holds an MBA and bachelorâ&#x20AC;&#x2122;s degrees in communications from a Canadian post-secondary institution, as well as several diplomas in airport management, including one from ACI´s Airport Executive Leadership Program.


Airport Service Quality (ASQ)

ACI Passenger Personas: 2017 Update By Dimitri Coll, Head, ASQ Programme, ACI World

Last year, using Airport Service Quality (ASQ) data, ACI introduced the concept of Passenger personas to help better describe airport customers. Personas are fictional characters or typologies created to represent the different user types that might use a product or service, such as an internet website, brand or product in varying ways. In a customer experience context, personas tell you what prospective and current customers are thinking and doing as they weigh their options to address a need to which an airport will respond. Much more than a one-dimensional profile of the people you need to influence, actionable personas reveal insights about your customers’ decisions—their specific attitudes, needs, expectations and concerns. This in turn can help airports steer customer experience initiatives in the right direction.


Main benefits for airports that use ACI Passenger Personas • Provides a new benchmarking tool in order to benchmark an airport not only on its ASQ score, but also on passenger typology • Supports the design of a satisfying and memorable passenger experience that can more comprehensively target customers’ needs • Provides a consistent understanding of the airport’s core audiences ACI Passenger Personas are divided into six key personas based on ASQ passenger data gathered from over 550,000 travelers and more than 300 airports worldwide. The six passenger personas represent key profile groups that allow airports to strategically create different customer experiences to meet the needs of different passenger types.

Introducing the six ACI Passenger Personas The gender selected for each persona is representative of the higher percentage of gender found in these personas.

The Workman

The Value Seeker

The workman is an experienced traveller and demanding passenger, which has specific needs and high expectations.

Although the value seeker does not fly frequently, this persona is confident in their expectations of the airport experience.The value seeker is highly demanding, not easily satisfied by the airportâ&#x20AC;&#x2122;s performance and has clear expectations of processing efficiency and the quality of the retail and food and beverage experience. This persona is the highest spender, but expects value for money.


Airport Service Quality (ASQ)

The Sun Lounge Tourist

Although the sun lounge tourist is not very experienced with airports, this profile is an experienced consumer and is eager to encounter an entertaining experience at the airport.

The Airport Enthusiast The airport enthusiast has a very positive attitude towards airports and wants to enjoy the full experience. This persona 42

understands the airport passenger process and, while keen to gain discretionary time in the lounge, is accommodating to occasional delays. If the basic needs are met, this persona responds very positively, not only in his willingness to spend time and money in the retail and food and beverage areas, but also in his positive perception of the airport experience.

The Timekeeper

The timekeeper is not a frequent flyer but is confident in using airports. This persona has clear and specific priorities but if these needs are met, is likely to be satisfied by the airport experience.

The table below shows the breakdown of the most popular Passenger Personas according to each region: Passenger Persona 2017*




Middle East



North America

The Workman


















































The Friendly Vacationer The Value Seeker The Sun Lounge Tourist The Airport Enthusiast The Timekeeper


* Based on 2016 ASQ data

The most common Passenger Persona in ASQ data is still the sun Lounge Tourist. Sun Lounge Tourists represent almost 32% of worldwide passenger traffic. For this persona, once the core needs are met, airports should focus on offering new adventures that give a vibrant launch to the passenger’s vacation, such as food and beverage, retail and events in the terminal. For the Sun Lounge Tourist, vacations start at the airport and she expects to live a memorable experience. The Value Seeker, The Sun Lounge Tourist and The Airport Enthusiast (almost 57% of the population measured by the ASQ programme) are the most likely to increase non-aeronautical revenues at airports.

Based on this standard typology of passengers and annual ASQ data, ACI’s ASQ programme is offering the new optional Passenger Personas Report to every ASQ participant. For more information about ACI Passenger Personas, email ———————————————————— Order the Passenger Personas Research Report.


YoU Are An ACI AIrPorT ServICe QUAlITY (ASQ) AWArD WInner!

“Aperi atem eos volum qui volupturi nonempos con conserumquam si vent. Aque consecepudae ommos aut pedignatiur?


YoUr PASSenGerS hAve SPoken Um non nit, nonseruptas id ut libus at quatur accaborem prae invende llupta aut aciatur iberume Airportsdoluptate Council International (ACI) World congratulates the turestios num sunt et abore.”

winners of the 2016 Airport Service Quality (ASQ) Awards. The most demanding judges in the industry have deemed your airport to be among the very best in the world!

The annual ASQ Awards recognize and reward The ACI ASQ Award is the airport industry’s most respected award, the best airports theability world according ACI’s demonstrating yourin team’s to consistently deliver ato best in class customer service experience at your airport. ASQ passenger satisfaction survey. They “Please accept my personal congratulations on your ASQ award, ACI’s represent the highest possible accolade for recognition of your airport’s exceptional and sustained delivery of outstanding service. airport operators and are customer an opportunity to celebrate commitment of airports We seethe ever-greater competition among airports and worldwide with it increasing pressure to optimize performance across the operation, especially when to continuously improving theToday’s passenger it comes to the passenger experience. airport managers must respond to the passenger’s demand and expectation for superior customer experience. service.

Your airport’s results in the 2015 ASQ Survey demonstrate your professionalism, commitment and success in delivering that high level of customer service. Your airport is a credit to our industry and I thank you and your team for a splendid achievement.” Angela Gittens, Director General, Airports Council (ACI World) For more information or to see theInternational 2016 ASQ Award recipients, visit



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Airport Service Quality (ASQ)

A look at the first successful ASQ Forum of 2017, ASQ Forum Haikou By Sevda Fevzi, Manager, ASQ Strategic Marketing, ACI World

(from left) The ACI team: Antoine, Natalie, Vivian, Sevda, Kunle, Dimitri, Valerie and Genevieve


ACI’s Airport Service Quality (ASQ) team was delighted to welcome more than 230 participants from over 40 airports and even more airlines and organizations to the ASQ Form Haikou. We would like to extend sincere thanks to Haikou Meilan International airport for hosting the forum and welcoming us so warmly to their wonderful city. The ASQ Forums offer unique opportunities to bring together the community of airport customer service experts and to exchange valuable information regarding the latest trends in passenger experience. The purpose of each ASQ Forum is to help airports effectively and efficiently manage passenger satisfaction, improve the quality of their airport services and exchange examples of best practice. During the Haikou Forum, we built a common vision and shared knowledge regarding passenger experiences at airports. The theme for 2017 ASQ Forums is based on “Cultivating a customer experience airport community.” This particular theme recognizes that putting the passenger first is a shared priority among all aviation stakeholders, and ACI will give focus to the role of all members of the airport community in cultivating a culture of customer service excellence. Key topics covered during the ASQ Forum Haikou included: • developing the ultimate customer experience by connecting with airport employees and the community; • understanding arriving passengers and their expectations through the new ASQ Arrivals Survey;

• comprehending different generations of passengers and how they travel; • optimizing customer service through the ASQ portfolio of services; • introducing the new ASQ Employee Survey for Customer Experience; • a complimentary full-day training session before the start of the forum; and • presentations during the Forum that covered the ASQ Sample Plan Management Tool, the ASQ Reporting Portal, fieldwork dos and don’ts, practical guidance on data collection, audits and eligibility criteria for ASQ Awards and much more. Contributing to the conference programme were insightful presentations from Haikou Meilan International Airport, Shanghai Hongqiao Airport, and Guangzhou Baiyun International Airport. Delegates were also treated to two guest keynote speakers, Shiyu Zhang, Vice President, China Development Magazine and Mr. Zheng Hongfeng, CEO of CARNOC & VariFlight. Both presentations provided the delegates with a broader overview of the importance of airport customer experience, and how influential future technologies could be in achieving passenger satisfaction. The forum was rounded off by a delightful airport tour, which showcased why Haikou Meilan International Airport is a consistent ASQ award winner, showcasing unique features that help facilitate customer satisfaction.


Airport Service Quality (ASQ)

Delegates were treated to a variety of interactive traditional cultural entertainment, unique to the region of Haikou, Hainan.

View photos from the ASQ Haikou Forum here. The next forums will be held in Prague, Czech Republic 13–15 September, and Detroit, USA, 2–4 October 2017. We invite all airports to join us for the forums! ———————————————————— For more information, please visit www.aci. aero/asq or email to join our mailing list.

All the conference presentations were offered in simultaneous translation in English and Chinese Mandarin.









Mark your calendar for Airports Council International's upcoming Airport Service Quality Forums

26–28 April - Haikou, China | 13–15 September - Prague, Czech Republic | 2–4 October - Detroit, USA Theme for 2017: Cultivating a customer experience airport community The ASQ Forums offer the airport community the opportunity to share best practices in airport customer experience and learn more about the world's leading passenger satisfaction benchmarking programme. There are no attendance fees for airport employees.

For more information, please visit

We look forward to welcoming you to China, the Czech Republic and the United States! @ACI_ASQ #ACIASQ

Global Training

Aeronautical Studies and Risk Analysis training: Providing training solutions to address your needs By Issa Castro, Manager, Global Training, ACI World


An aeronautical study is used at airports when non-compliances are identified and need to be assessed following a risk-based approach to ensure that airports continue to operate safely. These studies assess the impact of deviations from the aerodrome standards and the national regulations, and present effective alternatives to compensate for the deviation while still maintaining the highest safety standards. For example, if your airport is planning on operating larger aircraft and cannot comply with existing standards due to current design standards for the airfield, developing an aeronautical study would be recommended by the International Civil Aviation Organization (ICAO) to document and indicate that this non-compliance will not adversely affect the safety nor significantly affect the regularity of aircraft operations.

(SMS), airports around the world are being asked to rely more and more on aeronautical studies, in particular when addressing non-compliances at their aerodromes,” she says. “This is a new concept for many airport staff and is not an area where training is readily available,” Riley adds. “This course addresses this gap in the industry and will hopefully equip ACI Member Airports to take their SMS to the next level.” As a result, ACI Global Training will be piloting the classroom training on Aeronautical Studies and Risk Analysis on 31 July–4 August 2017 in Port of Spain, Trinidad and Tobago for the Airports Authority in Trinidad and Tobago with participation from the Trinidad and Tobago Civil Aviation Authority. Participants share their objectives

You ask, we deliver While aeronautical studies are discussed at a high level in a number of ACI safety course offerings, it was in response to Member Airport training requests that ACI Global Training decided to move forward and develop a stand-alone five-day classroom training on Aeronautical Studies and Risk Analysis. Lead ACI safety instructor Debbie Riley agrees with this approach: “With the advancement of safety management systems

“As a certified aerodrome we recognized the need to assess the impact of deviations from the standards specified in ICAO Annex 14 Vol.1 and the national regulations. “It was determined that building capacity within the Airports Authority of Trinidad and Tobago in the specialized area of Aeronautical Studies would enable us to identify feasible solutions without degrading safety or negatively impacting operational efficiency.


Global Training

“In this regard, ACI was engaged with a view to the tailored development and facilitation of this inaugural Aeronautical Studies and Risk Assessment Course, which will also benefit other regional airports that share common issues.”

will include examples and case studies. The second half will be dedicated to practical exercises, requiring participants to develop a full study.

- Kurt A.G. Menal, Manager Airport

• explain the objectives of conducting an aeronautical study; • determine when to conduct an aeronautical study; • describe the steps to perform a risk assessment; • perform multiple risk assessment exercises; and • develop and conduct a full aeronautical study.

Operations, Piarco International Airport

“I want to thank the Airports Authority of Trinidad and Tobago and ACI for coordinating and scheduling the Aeronautical Studies and Risk Assessment course in Trinidad and Tobago in July/August 2017. As the aerodromes regulator, the Trinidad and Tobago Civil Aviation Authority anticipates this training course will be essential to the development of the aerodromes inspectors, not only in Trinidad and Tobago, but also in the wider Caribbean where there is a similar need for this training.” - Kingsley Herreira, Manager Licensing, Safety Regulations, Trinidad and Tobago Civil Aviation Authority

Course content This training will be designed to specifically examine the use of aeronautical studies for airport operators and provide a step-by-step explanation on how they are developed. The course will be divided into two sections. The first half of the training will be dedicated to classroom-based instruction, which


Upon completing this course, participants will be able to:

Moving forward, we are offering an Aeronautical Studies and Risk Analysis in Honolulu, from 12–18 August 2017. We will be including this course as part of the standard safety training offering and we plan on scheduling more training dates in 2018. ———————————————— To find out more information or request an in-house training of this course, please contact

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Global Training

Spotlight: Q&A with ACI instructor Dr. Luigi G. Sulmona By Melisa Monje, Manager, Global Training, ACI World

Dr. Sulmona, or Joe as many who attend his courses fondly refer to him, is a senior professional with years of experience in the pursuit of innovative private and public sector development. Joe has a demonstrated track record of leading multi-disciplinary teams with expertise in strategic planning, personnel coaching and training, capital and land-use planning, public administration, policy advocacy, project management, stakeholder consultation, commercial development and voluntary community service. Tell me how you first got your start in the aviation industry? I grew up during the space ageâ&#x20AC;&#x201D;the space race, space exploration, Neil Armstrong walking on the moon and so on. This is what first got me interested in the industry per se. Additionally, I have always wanted to fly an aircraft, so at 15 I started ground school and obtained my commercial pilotâ&#x20AC;&#x2122;s licence five years later at 20.


What has surprised you the most about working at airports? Coming from the flying side of the industry, I was not familiar with the complexity of airports nor their exact role within the industry. In my opinion, they are a generally understated part of the aviation value chain. What would you tell someone who is contemplating the idea of starting their career at an airport? I would tell them to maintain an open mind, have an outward perspective and remain flexible throughout their career. The airport industry is rapidly changing and new challenges constantly arise. One must be able and willing to adapt quickly and effortlessly. You have been an ACI instructor since 2011. How do you maintain a fresh perspective in the classroom? Well, in every class I have taught, I remind participants of the importance and need for continuous learning. They must put in the time and do their homework, attend conferences, read up on industry developments and be willing to challenge conventionsâ&#x20AC;&#x201D; words I myself live by as best I can. What are some challenges you have encountered as an ACI instructor?

The biggest challenges are usually organizational roadblocks to change. Generally participants understand the course topics and concepts discussed; however, the challenge comes when we begin looking to find solutions. We must always consider that local implementation is difficult given differing local practices. On that same thread, what has been the most gratifying? I often stay in touch with many of the participants who attend my courses and a number of them have eventually been promoted into senior positions, including to the position of CEO. These leaders become a source of new learning for me. What is your greatest professional achievement? I have worked alongside some great professionals in the 1990s that led to the development of Automated Border Controls. This concept has now become globally widespread, improving border security and passenger service. If you werenâ&#x20AC;&#x2122;t an ACI instructor, what would you do? At this mature stage of my career, giving back to industry is my commitment. Teaching and contributing to the development of young people is on my permanent agenda. 55

Global Training

ACI is pleased to announce its newest training venue in Haikou, China By Kevin Caron, Head, Global Training and DNA Assistance Programmes, ACI World

(from left) Mr. Jianfeng Duan, Assistant President, Sanya Phoenix International Airport; Ms. Valerie St-James, Senior Manager, ASQ, ACI World; Ms. Sevda Fevzi, Manager, ASQ Strategic Marketing, ACI World; Mr. Dimitri Coll, Head, ASQ, ACI World; Mr. Antoine Rostworowski, Director, Airport Customer Experience and Technology, ACI World; Mr. Hongyu Liao, Chairman of HNA Airport Group; Mr. Xuqiang Yang, President of HNA Airport Group; Mr. Hexin Wang, Vice President of HNA Airport Group; Mr. Zhenwei Lin, Vice President of HNA Airport Group; Mr. Jian Wu, Vice President of Meilan International Airport.


ACI World is proud to announce that the HNA Airport Group Limited (HNA) have signed an agreement to become an official ACI Training Venue for China and the Asia-Pacific region. We would like to personally congratulate the president of HNA, Mr. Xuqiang Yang, and the Chairman of HNA, Mr. Hongyu Liao, for all their efforts in collaborating with ACI on this initiative. The signing of this agreement took place at the ACI Airport Service Quality (ASQ) Forum in Haikou, Hainan, China on 26 April 2017 with Mr. Antoine Rostworowski, Director, Airport Customer Experience and Technology, signing on behalf of ACI World. The HNA training venue is currently the sole training partner that ACI has in China. Through collaboration with HNA Airport Group, we hope to provide ACI programmes to regional airports in this country as well as our worldwide network of member airports. We would like to specially thank Ms. Meggie Yuan, Manager, Service Quality Center Operation Management, and Ms. Betsy Chen, Supervisor, Service Quality Center Operation Management, from HNA as their support and dedication were a huge contributing factor to establishing this new training venue. To everyone whose efforts made this possible, we want to say congratulations! About HNA

Being a subsidiary of HNA Group, HNA Airport Group is a professional company that engages in airport construction, operations management, airports and aviation ground service, commercial resources development, airport industry planning, investment, and mergers and acquisitions. Founded in 2003, HNA Airport Group operates, manages or has cooperative relationships with 15 airports, including Haikou Meilan International Airport, Sanya Phoenix International Airport, Yichang Sanxia Airport, Tangshan Sannvhe Airport, Weifang Nanyuan Airport, Manzhouli Xijiao Airport, Anqing Airport, Yingkou Airport, Hainan Boao Airport, Sansha Yongxing Airport, Songyuan Chaganhu Airport and Bazhong Enyang Airport. HNG Airport Group works with the worldâ&#x20AC;&#x2122;s largest airport and aviation service supplier, SWISSPORT, as well as Sinoport Aviation Ground Service Co., Ltd., the integrated domestic aviation ground service operator.


Global Training

ACI Global Training photo gallery In the month of April, a total of 253 participants attended one of 14 courses delivered in the areas of economics, facilitation, management and safety.

ACI-ICAO Aerodrome Certification, 3â&#x20AC;&#x201C;7 April 2017 in Athens, Greece


Airport Revenue Generation, 3â&#x20AC;&#x201C;7 April 2017 in Munich, Germany

Developing a Customer Service Culture, 3â&#x20AC;&#x201C;7 April 2017 in Incheon, South Korea


Global Training

Redeclaration of Runway Distances, 9–13 April 2017 in Muscat, Oman

ACI-ICAO Aerodrome Certification, 24–28 April 2017 in Honolulu, Hawaii


Airport Revenue Generation, 25â&#x20AC;&#x201C;29 April 2017 in Bali, Indonesia


Global Training

GSN 4: Working with Annex 14, 24â&#x20AC;&#x201C;28 April 2017 in Bangkok, Thailand

GSN 6 - Aerodrome Auditing and Compliance, 24-28 April 2017 in Port of Spain



Global Training

Training calendar Asia-Pacific Airport Enterprise Risk Management 16–20 July 2017 Abu Dhabi, UAE

GSN 6 - Aerodrome Auditing and Compliance 31 July–4 August 2017 Kuala Lumpur, Malaysia

Airline Managements for Airport Professionals* 6–10 August 2017 Abu Dhabi, UAE

GSN 3 - Emergency Planning and Crisis Management 20–24 August 2017 Abu Dhabi, UAE

Managing Service Quality at Airports 6–8 September 2017 Incheon, South Korea

Europe Behavioural Analysis: Passenger Screening and Insider Threat Management 04–8 September 2017 Munich, Germany

Managing Service Quality at Airports 10–14 July 2017 Panama City, Panama

Aeronautical Studies and Risk Analysis 31 July–4 August 2017 Port of Spain, Trinidad and Tobago

ACI/ICAO Aerodrome Certification* 14–18 August 2017 Port of Spain, Trinidad and Tobago

GSN 4 - Working with Annex 14 14–18 August 2017 Montego Bay, Jamaica

North America GSN 5 - Advanced Safety Management Systems 10–14 July 2017 San Francisco, USA

Airport Safety Management Systems Implementation* 21–25 August 2017 Atlanta, USA

ACI-ICAO Airport User Charges* 25–29 September 2017 Montreal, Canada

GSN 2 - Airside Safety and Operations 18–22 September 2017 Istanbul, Turkey

Airport Master Planning


25–29 September 2017 Istanbul, Turkey

*Can be taken as an elective for the Airport Management Professional Accreditation Programme (AMPAP)

Latin America-Caribbean GSN 1 - Safety Management Systems 3–7 July 2017 Montego Bay, Jamaica

GSN 2 - Airside Safety and Operations 10–14 July 2017 Montego Bay, Jamaica


**Course availability and dates subject to change. Visit our Global Training calendar for the most up–to–date information

For additional information please contact us at


Next Gateway Destinations: Abu Dhabi, Kingston, Moscow, Cincinnati, Hong Kong, & more TBC

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AMPAP Administrator

AMPAP The Global ACI-ICAO Airport Management Professional Accreditation Programme (AMPAP) is an executive development programme for airport executives worldwide. The primary focus is to develop airport managers through a six-course curriculum that covers all functional areas of the airport business in key areas. AMPAP encourages participants to share best managerial practices in an interactive, cross cultural environment while establishing a 15 global network of contacts.

ACI Events and Global Training map

Key events and courses Highlighted events and training June–October 2017




MANAGING SERVICE QUALITY AT AIRPORTS 10–14 July 2017 Panama City, Panama

Events Training/courses *This course can be taken as an elective for the Airport Management Professional Accreditation Programme.





ACI Events

ACI events calendar June 2017—October 2017

2017 ACI-NA Air Cargo Conference

ACI-NA Annual Conference & Exhibition

4–6 June 2017 Orlando, FL

17–20 September 2017 Fort Worth,TX

ACI-NA Jumpstart Air Service Development Conference

Airport Service Quality (ASQ) Forum Detroit

5–7 June 2017 Providence, RI

27th ACI EUROPE General Assembly, Congress and Exhibition 12–14 June 2017 Paris, France

ACI-NA Airport Collaborative: Crisis Management Workshop 27–28 June 2017 Herndon, VA

ACI-NA 2017 Business of Airlines Workshop for Airport Decision Makers 17–19 July 2017 Seattle, WA

AAAE/ACI-NA Airport Summer Fly-In 25–26 July 2017 Washington, D.C.

2017 ACI-NA/AAAE Airport Safety Management Systems Workshop 8–9 August 2017 Minneapolis, MN

ICAO Global Aviation Security Symposium (AVSEC 2017) in collaboration with ACI 12–14 September 2017 Montreal, Quebec

Airport Service Quality (ASQ) Forum Prague 13–15 September 2017 Prague, Czech Republic


2–4 October 2017 Detroit, MI

Global Sustainable Aviation Summit 2017 (ATAG) 3–4 October 2017 Geneva, Switzerland

27th ACI Africa/World Annual General Assembly, Conference & Exhibition 24–26 October 2017 Port Louis, Mauritius

2017 Airports Canada Conference & Exhibition 24–26 October 2017 Toronto, ON

————————————————————————— For a full listing of ACI events, please visit






15 Years | 2002-2017 -

ACI Events

ACI supports Dreams Soar by helping to publicize epic journey around the world By Anita Berthier, Manager, External Relations and Special Events, ACI World

Shaesta Waiz, Pilot and Cofounder, Dreams Soar, addresses 90 female aviation professionals in Montreal, Quebec at the IAWA Connect event.


ACI World employees at the IAWA Connect event in

Angela Gittens, Director General, ACI World, met with

May 2017.

Shaesta Waiz, Pilot and Cofounder, Dreams Soar, on her stop in Montreal, Canada.

During May 2017, Shaesta Waiz, the first female civilian Afghan pilot and founder of the Dreams Soar Global STEM Solo Flight project became the second woman (and the youngest) to embark on a solo flight around the world, in her quest to inspire other women and girls to reach for the sky. Technology has been at the forefront of advancements made in aviation and in the achievements of both men and women throughout history. Almost exactly 90 years after Charles A. Lindbergh made the first solo non-stop flight across the Atlantic Ocean, Shaesta took to the skies on a 90-day journey which will make 30 stops on 5 continents, in 18 countriesâ&#x20AC;&#x201D;covering a total of more than 25,000 miles.

Science, technology, engineering and mathematics As the youngest woman to attempt this journey, her goal is to promote science, technology, engineering and mathematics (STEM), and aviation education to the next generation, in particular to girls and young women. Dreams Soar, founded by Waiz in 2014, has joined forces with global partner the International Civil Aviation Organization (ICAO) and others to deliver a global outreach mission along the route. ACI is supporting Dreams Soar by helping to publicize this epic journey and by inviting airports, whether ACI Members or not, to welcome Waiz and to offer all assistance possible. On her stop in Montreal, Shaesta took the time to meet with women in aviation, including some ACI World employees, at a networking


ACI Events

Anita Berthier, Manager, External Relations, ACI World had the opportunity to meet Shaesta Waiz, Pilot and Cofounder, Dreams Soar, at Montréal–Pierre Elliott Trudeau International Airport.

event organized by the International Aviation Womens Association (IAWA) at the ICAO Headquarters in Montreal, Canada. Together with ACI, ICAO and the International Air Transport Association (IATA), IAWA took the opportunity that the event provided to celebrate the 90th Anniversary of the first non-stop transatlantic flight by Charles Lindbergh and to honour Waiz. At the event, ACI’s Director General, Angela Gittens, congratulated Waiz following some opening remarks by ICAO and IAWA. “I would like to congratulate Waiz on her dedication to promoting aviation education to the next generation, and in particular to women,” said Gittens. “It is essential that airports have a deep


talent pool from which to draw in order to ensure the sustainable growth of the industry. Ensuring that women see aviation as a productive career path goes a long way toward ensuring we have the people we need to successfully meet future demand.” Follow Shaesta’s full journey via Twitter with the hashtag #STEMsoars.

Melisa Monje, Manager, Global Training, ACI World, represented ACI at an ICAO event held at the Montréal– Pierre Elliott Trudeau International Airport.

The daughter of Capt. Aysha AL Hameli, UAE Representative, ICAO Council, was delighted to meet Shaesta Waiz, Pilot and Cofounder, Dreams Soar, at an ICAO event held at the Montréal–Pierre Elliott Trudeau



Airport Carbon Accredited airports in Asia-Pacific reach new heights By Ken Lau, Manager,Technical and Industry Affairs, ACI Asia-Pacific

11 Airports recently accredited or upgraded under the Airport Carbon Accreditation programme were presented with certificates at the 12th ACI Asia-Pacific Regional Assembly, Conference & Exhibition.

Airports in Asia-Pacific are committed to sustainable growth as proven by the number of Airport Carbon Accredited airports in the region: only halfway through the year, the total has now reached 38. The region also welcomed another two carbon-neutral airports recently:


Kempegowda International Airport in India, and the first carbon-neutral airport in Australia, Sunshine Coast Airport. An Airport Carbon Accreditation certificate presentation ceremony was held during the 12th ACI Asia-Pacific Regional Assembly in Doha. Eleven airports recently accredited or upgraded

under the programme were presented with Airport Carbon Accreditation certificates to recognize their initiatives and achievements in carbon emissions reduction. These 11 airports were: Level 3+, Neutrality: • Hyderabad Rajiv Gandhi International Airport, India • Sunshine Coast Airport, Australia Level 3, Optimisation: • Hamad International Airport, Qatar • Suvarnabhumi Airport, Thailand • Sydney Airport, Australia Level 2, Reduction: • Kansai International Airport, Japan • Osaka International Airport, Japan Level 1, Mapping: • Beijing Capital International Airport, China • Gold Coast Airport, Australia • Muscat International Airport, Oman • Nadi International Airport, Fiji “Airports in our region have made remarkable progress on their journey towards carbon neutrality,” said Mrs. Patti Chau, Regional Director of ACI

Asia-Pacific. “Last September we welcomed our very first carbon-neutral airport, and just a few months later we welcomed another four carbon-neutral airports. We are proud of the 38 Asia-Pacific carbon accredited airports; these airports account for about 30% of air passenger traffic in Asia-Pacific. “Going forward, we will continue to encourage airports to establish targets for carbon emissions reduction,” she added. “We will further continue to work with our members to achieve sustainable growth and join the 183 airports worldwide that have been recognized by the Airport Carbon Accreditation programme.” The 38 Asia-Pacific airports currently certified by the programme are as follows: Level 3+, Neutrality: • Indira Gandhi International Airport, India • Kempegowda International Airport, India • Rajiv Gandhi International Airport, India • Sunshine Coast Airport, Australia Level 3, Optimisation: • Adelaide Airport, Australia • Brisbane International Airport, Australia • Chhatrapati Shivaji International



• • • • • • • • •

Airport, India Gimpo International Airport, Republic of Korea Hamad International Airport, Qatar Hong Kong International Airport, Hong Kong Incheon Airport, Republic of Korea Kaohsiung International Airport, Chinese Taipei Parafield Airport, Australia Queen Alia International Airport, Jordan Suvarnabhumi Airport, Thailand Sydney Airport, Australia

Level 2, Reduction: • Chiang Mai International Airport, Thailand • Don Mueang International Airport, Thailand • Dubai International, United Arab Emirates • Dubai World Central, United Arab Emirates • Hat Yai International Airport, Thailand • Kansai International Airport, Japan • Kuala Lumpur International Airport, Malaysia • Macau International Airport, Macau • Mae Fah Luang Chiang Rai International Airport, Thailand • Osaka International Airport, Japan


• Sharjah International Airport, United Arab Emirates • Taoyuan International Airport, Chinese Taipei Level 1, Mapping: • Abu Dhabi International Airport, United Arab Emirates • Bahrain International Airport, Bahrain • Beijing Capital International Airport, China • Gold Coast Airport, Australia • Hobart International Airport, Australia • Muscat International Airport, Oman • Nadi International Airport, Fiji • Phnom Penh International Airport, Cambodia • Siem Reap International Airport, Cambodia • Sihanoukville International Airport, Cambodia

———————————————— For more information about Airport Carbon Accreditation, visit


Airports gather in Doha for the 12th ACI Asia-Pacific Regional Assembly, Conference & Exhibition, hosted by Hamad International Airport By Vivian Fung, Manager Communications, ACI Asia-Pacific

Hosted by Qatar’s Hamad International Airport (HIA), the 12th ACI Asia-Pacific Regional Assembly, Conference & Exhibition was held from 10–12 April 2017 and concluded with record attendance. HIA and ACI Asia-Pacific warmly welcomed 400 delegates representing 175 organizations from 54 countries to the event. The conference was officially opened on 11 April under the patronage of H.E. Jassim Seif Ahmed Al Sulaiti, the Minister of Transport and Communications of the State of Qatar. In his opening remarks, he welcomed delegates to Doha for the event and stated that the success of Qatar’s plan is closely related to the country’s connectivity, and that transportation is the prime enabler.

H.E. Jassim Seif Ahmed Al Sulaiti, the Minister of Transport and Communications of the State of Qatar


“As the Minister of Transport, I have been given the mandate to further advance Qatar’s connectivity and have therefore embarked on

Representatives from Hamad International Airport and ACI officiated the opening ceremony.

a large-scale investment programme to deliver critical transport projects, including thousands of kilometers of road and expressway upgrades and construction, the new Hamad Port and a major railway system. And of course Hamad International Airport, over the past three years, has established itself as a world-class hub, facilitating the expansion of our national carrier Qatar Airways, which currently connects Doha with more than 150 destinations.

Qatar Airways, we have recently announced the corporatization of Hamad International Airport in line with international airport best practices.

“Aviation has long played a leading role in supporting local and global economies, but today airports are proving to be key driving engines for this dynamic industry as they evolve into a fully-fledged sector, conducive to aviation expansion,” he continued. “To this extent, we consider Hamad International Airport as an integral part of Qatar’s long-term development strategy, and after three years of successful operation under the leadership of

During the three-day conference, leading airport operators and aviation experts discussed some of the most critical issues, opportunities and challenges facing the aviation industry today, in addition to sharing strategies for success. The event has also attracted a significant number of service providers exhibiting their innovative products and award-winning services.

“I would like to thank you for being here with us, extend my appreciation to ACI Asia-Pacific for selecting Qatar to host this prestigious event and wish this year’s conference all the success with new ideas and solutions that will further advance our industry,” he concluded.



(from right) Howard Eng, President and CEO, Greater Toronto Airports Authority; Andrew O’Brian, President & CEO, Corporación Quiport; John Defterios of CNN Abu Dhabi; Kerrie Mather, Managing Director & CEO, Sydney Airport and President of ACI AsiaPacific; Fred Lam, CEO, Airport Authority Hong Kong; and Patti Chau, Regional Director, ACI Asia-Pacific

Engr. Badr Mohammed Al Meer, Chief Operating Officer of HIA, said: “We are delighted to host an event of such international calibre in Doha and welcome our industry peers to HIA. Together with ACI Asia-Pacific, we have developed the ideal platform for industry leaders to come together to discuss trends and challenges, as well as propose ideas that will make a real difference to the future of aviation. We also look forward to presenting our distinguished guests our city as a vibrant tourism and business destination, unveiling Qatar’s warm hospitality and showcasing the dynamism and success of the world’s youngest airport hub, Hamad International Airport.”


Kerrie Mather, President of ACI Asia-Pacific, thanked the host and sponsors for their support: “It is most fitting for Hamad International Airport, a long-term supporter of ACI Asia-Pacific and one of the leading airports in the region, to play host to the event. “The Asia-Pacific region is the largest and fastest-growing aviation market,” she continued. “Airports throughout the Asia-Pacific region are investing in and expanding their facilities to meet growing demand, while continuing to deliver a world-class airport experience. Hamad International Airport is the best example to illustrate what other airports

Mohamed Khalifa Rahma, Regional Director of the International Civil Aviation Organization’s (ICAO) Middle East Office, delivered a special address on the “Air Transport Outlook in the Middle East” with reference to the latest initiatives at ICAO Middle East.

in the region are experiencing and what ACI has been promoting—the excellence of airport operations and management. “ACI, as the association representing airports worldwide, stands firm and united in ensuring the safety and security of the travelling public by offering a network of safe and secure airports,” she added. “We have been working closely with our industry partners, ICAO and IATA, to develop programs and tools to help our members to achieve improvements in safety and security, and we will continue to do so.”

A Leaders’ Forum was held on 11 April, where airport chiefs of some of the world’s busiest and largest airports discussed “What Defines a Best Airport.” Session speakers included Engr. Badr Mohammed Al Meer, COO of Hamad International Airport; Kerrie Mather, Managing Director & CEO, Sydney Airport and President of ACI Asia-Pacific; Declan Collier, CEO, London City Airport and Chair of ACI World; Andrew O’Brian, President & CEO, Corporación Quiport, Quito International Airport; Howard Eng, President and CEO, Greater Toronto Airports Authority; and Fred Lam, CEO, Airport Authority Hong Kong.



At the closing ceremony, Kenichi Fukaya and Futoshi Osada, Senior Executive Advisor and Executive Vice President of Narita International Airport, respectively, received the event flag from Abdulaziz Al Mass, Vice President Commercial and Marketing of HIA during the handover ceremony.

The conference also featured a discussion session called “Aviation Talks,” a half-day event dedicated to Middle Eastern airports. Participants were engaged in thought-provoking discussions on how airports in the region plan for future growth. Narita International Airport hosted the Farewell Reception on 12 April as they will be hosting the next ACI Asia-Pacific Regional Assembly, Conference and Exhibition in Narita, Japan from 23–25 April 2018. ————————————————————— For further details about the next Assembly, please visit the ACI Asia-Pacific website at www.


Kerrie Mather, President of ACI Asia-Pacific, presented an appreciation plaque to Engr. Badr Mohammed Al Meer, COO of Hamad International Airport.


AVSEC 2017

ICAO Global Aviation Security Symposium (AVSEC2017) AVSEC Culture – Beyond the Standards ICAO Headquarters, Montréal, Canada, 12 - 14 September The International Civil Aviation Organization (ICAO) will be holding its inaugural Global Aviation Security Symposium from 12 – 14 September at the ICAO Headquarters in Montréal, Canada. The three-day Symposium will bring together AVSEC professionals from around the globe to advance the cultivation of a new mind-set towards aviation security, embracing it as a culture that goes beyond a set of standards. It will strategically enhance international cooperation and collaboration to address the threat posed by terrorists targeting civil aviation by reinforcing, strengthening and

promoting the international framework of aviation security standards. Participants will benefit from an interactive exhibition showcasing the latest State and industry AVSEC technology and process innovations, along with dynamic learning workshops. This will also be an incredible opportunity for networking and collaboration between States, ICAO, industry leaders, and representatives from different international and regional aviation organizations. For more information, please visit our website

In collaboration with


ACI Asia-Pacific Regional Assembly concludes in Qatar with two resolutions adopted and Board Directors elected By Vivian Fung, Manager Communications, ACI Asia-Pacific

The 12th ACI Asia-Pacific Regional Assembly was held on 11 April 2017. Two resolutions were unanimously adopted by the ACI Asia-Pacific members: • A call for mutual support within the airport community • A call for airports to consider strengthening landside security Mrs. Patti Chau, Regional Director said: “At the 12th ACI Asia-Pacific Regional Assembly, we called upon members to provide mutual support within the airport community by taking part in ACI’s Airport Excellence in Safety and Security programmes and making use of ACI training courses and seminars


as we work together towards the long-term sustainability and growth of the air transport industry. “Through this resolution, we wish to provide a positive response to the International Civil Aviation Organization’s ‘No Country Left Behind’ campaign and remind our members of the ACI services available,” she continued. “The second resolution called upon our members to consider enhancing landside security through practical and common-sense approaches.” The ACI Asia-Pacific Regional Assembly also elected 13 Regional Board Directors for a three-year term.

Doha , Qatar Re-elected for a three-year term: • Sulaiman Abidin (Yangon, Myanmar) • Ali Salim Al Midfa (Sharjah, United Arab Emirates) • Derun Li (Shanghai, China) • Xue Song Liu (Beijing, China) • Pedro Roy Martinez (Guam) • A Chandrakumaran Nair (Cochin, India) • Sasisubha Sukontasap (Thailand) • Il-Hwan Sung (Korea) • Dar-jen Tseng (Taoyuan, Chinese Taipei) Elected for a three-year term: • Turki Abdullah Al-Jawini (Saudi Arabia)

• Gholam Hossain Bagherian (Iran) • Eric Delobel (Cambodia) • Greg Fordham (Airbiz, representing World Business Partners) “I wish to congratulate all elected members of the Board,” said Patti Chau. “Together with our President, we look for ward to working closely with our Board in strengthening ACI Asia-Pacific’s role in representing our airport members in the region and acting as the voice of Asia-Pacific Airports. I am confident that this new Board composition will bring new insights to the development of the airport industry in the Asia-Pacific region.”


World Business Partners

Abuja runway rehabilitation: Expectation meets good timing By Fortune Idu, Managing Director and CEO, FCI International Ltd

When in a public conference the Nigeria Minister of State For Aviation, Senator Hadi Sirika, announced the imminent closure of Nnamdi Azikiwe International Airport in Abuja for runway rehabilitation, the atmosphere of the full auditorium was charged with disapproval, doubt and fear. Given that Abuja is the capital of governance for Nigeria, with an estimated population of about 180 million people and an economy that is heavily driven by a government controlled oil economy, there were fears of a total collapse of business and economy.


Abuja is one of the fastest developing capital cities in the world, starting as a greenfield project of half a million people in 1984 into a major city with an estimated population of 6 million in 2016, representing an annual growth rate of 35%. The city’s growth has been driven by economic activities that have largely been facilitated by air transport. Indeed, it wasn’t until 2002 when Abuja airport was fully operational that the government’s attempts to transfer the capital from Lagos to

Abuja were successful. Since then passenger traffic through the airport has continued to increase, from 3.9 million in 2013 to 4.3 million in 2015. Abuja airport has become the second busiest airport in Nigeria and West Africa, and given its geographic location has evolved into a regional transit hub for trade within the West Africa region. Given the above, the proposed closure of the airport was unthinkable to many, but runway maintenance was a priority for the safety of the airportâ&#x20AC;&#x2122;s passengers. The international airline union protested the complete closure and the possible diversion to Kaduna airport, which is a three-hour car ride away from Abuja. In as much as safety was the reason for the complete closure of the airport, security was the argument from the international airlines, who refused to be diverted to Kaduna. Nigerian air travellers were not ready to accept a compromise of safety or a chance that there

could be a crash, so they were ready to go along with the Minister provided flight security was managed. Eventually the airport was closed for six weeks for intensive runway rehabilitation work, which took place 24 hours a day. Ahead of the closure, preparation work was underway at Kaduna airport to ensure that it was able to handle the increased volume of passengers. The terminal building was immediately upgraded and the challenge of multi-modal connectivity was addressed by providing free shuttle service for passengers from Abuja to Kaduna. The rail line between Kaduna and Abuja was also put to work. Within the six-week period over 17,426 passengers were transported to Kaduna from the Abuja airport terminal in 1,031 shuttles, in addition to the over 5,000 passengers that chose to travel by train from Abuja. The scope of the runway work at Abuja airport


World Business Partners

Fortune Idu, Managing Director and CEO, FCI International Ltd, is the Chairman of the Airport Business Summit and is an intermodal transport development consultant engaged in human resource capacity building and the promotion of development and investment opportunities within the air transport industry. He can be reached by emailing

included removal of the two layers of asphalt in the middle third of the runway, installing a geogrid and relaying the two layers. The wearing course of the first third and last third portions of the runway were milled off and re-laid. Airfield lighting and runway marking work was also completed in strict adherence to set milestones, resulting in the entire project being finished a week early. The prompt supply of materials, human resources and technology was a well-coordinated collaboration from a determined government working with several ACI World Business Partners to deliver a timely result, ensuring business continuity with minimum disruption. The Managing Director of the Federal Airports Authority of Nigeria, who also happens to be the current president of ACI Africa, relocated his operational base to Abuja to achieve what industry sceptics thought would not be possible. Though the total overall cost for the project is yet to be made public, some local economists


estimate the loss of business due to the closure of Abuja airport at US$1 billion. Notwithstanding, Abuja has improved its status as an emerging regional economic hub, and travel in and out of the city will continue to increase. Nigeria is aware of Abujaâ&#x20AC;&#x2122;s growing status as a hub of business and cultural activity, and efforts are being made to increase the passenger handling capacity of the airport by building a brand new terminal that will be operationally ready by the beginning of 2018. The airport will also join the league of intermodal airports as it is being linked by rail to the city. For the moment, full air service is back and aircraft are taking off and landing on a safer runway, and passengers can now say that it was well worth the interruption. This can be a lesson for other airports within the region.

World Business Partners

Bangalore emerges as a vibrant global IT hub in Indiaâ&#x20AC;&#x2122;s ongoing economic boom By Anupam Dasgupta, Vice President - Business Development, GrayMatter Software Services Pvt. Ltd., India

The Silicon Valley of India: Bangalore India


India has moved along a journey of fast growth ever since its economic liberalization in 1991. The goal was to make the economy more market-oriented and expand the role of private and foreign investment. While presenting the Union Budget on 24 July, 1991, Dr. Manmohan Singh, then Finance minister of India, quoted Victor Hugo, saying, “No power on earth can stop an idea whose time has come.” His words were prophetic, as India, propelled by blistering growth in IT and IT-enabled services, witnessed growth in GDP of over 2200% over the next 25 years. During the course of this journey, Bangalore emerged as the leading IT business hub in India. Geographically, Bangalore is situated on a plateau, and this, coupled with its identity as a global IT hub, led to the city being known as the “Silicon Valley of India.” As per a recent study based on the JLL City Momentum Index, Bangalore has emerged as the world’s most dynamic city. The study was based on 42 indicators, including socio-economic factors like gross domestic product, air quality and foreign direct investment; real estate momentum measured by construction, rents and investment; and technological strength in terms of access to education and quality of the environment. The study evaluated 134 established and emerging business hubs in order to determine which urban economies are most likely to adapt to rapid change. Interestingly, the original Silicon Valley in California stands third in this study.

a vibrant culture of innovation and consumerism that makes it an attractive destination for young and talented entrepreneurs to start up. GrayMatter has its corporate headquarters in Bangalore, India. Being a niche provider of analytics products and services, GrayMatter has contributed to Bangalore’s identity as a technology-led hub of innovation. Such focused, innovative firms encourage the birth of new start-ups and also satiate the professional aspirations of the vast, high-caliber talent pool available in Bangalore. Development in India continues in a positive, up-beat manner, notwithstanding ups and downs and the odd hiccup here and there. Bangalore remains a beacon in these endeavors, with its inhabitants exhibiting an ever-growing passion for technology, innovation and path-breaking business ventures.

Bangalore as a city is a focal point for entrepreneurs with start-ups ranging from technology to tech-enabled e-commerce outfits. The city exudes


World Business Partners

New World Business Partners POTTERS BALLOTINI SAS Region: Europe Level: Silver Address: Potters Ballotini SAS, Z.I. du Pont Panay, 03500 Saint Pourcain Sur Sioule, France Website: : Contact: Pascal Hivert, European Sales Manager Email: Phone: +33(0)470457045

THE MARSHALL RETAIL GROUP Region: North America Level: Diamond Address: 3755 W. Sunset Road, Suite A Las Vegas, NV 89118 Website: Contact: Roderick I. McOwan Email: Phone: (702) 949-8777


Potters is the worldâ&#x20AC;&#x2122;s largest producer of glass beads, with 25 plants on 4 continents. Among various applications, especially in the road-marking industry, we supply an aviation grade for airport marking based on type III glass beads, ensuring optimal visibility for pilots in night and/ or adverse conditions.

Marshall Retail Group (MRG) is Americaâ&#x20AC;&#x2122;s largest, independent specialty retailer in the airport and casino-resort marketplace. For 60 years, MRG has provided clients with a portfolio of attractive, successful brands that turn pedestrians into window shoppers, window shoppers into buyers and buyers into loyal, repeat customers. The premiere retail development company currently operates more than 160 stores across the United States and Canada.

> Airport World 1, 2017 Now available online


The magazine of the Airports Council International

In this issue On the agenda: Investing in airports Airport profile: Frankfurt and global operator Fraport Special report: The buying game Plus: Shopping malls, Future design & Car parking

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All sectors of the global aviation industry have been working together to reduce air transport’s environmental impact, following a shared strategy for CO2 emissions reduction. The Summit is where, in 2008, the aviation industry launched the world’s first emissions reduction goals from a single global sector. Since those goals were announced, the industry has been making impressive progress in addressing its carbon emissions, as well as driving all aspects of sustainable development.

WHO WILL ATTEND Airlines, airports, air navigation service providers, manufacturers, fuel suppliers, ground service and transportation providers, industry suppliers of products and services, travel and tourism companies, civil aviation authorities, chambers of commerce, government representatives, aviation regulators, industry trade associations, environmental groups and civil society. » Be part of the only aviation and sustainability event to be organised by ATAG together with ACI, CANSO, IATA and ICCAIA, representing the entire commercial air transport industry. » Network with over 300 of aviation’s leaders, experts, stakeholders, regulators, NGOs and the media. » Question the experts on topics of critical importance to aviation today, through interactive panel debates and technical workshops.



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ACI World Report - June 2017  

News and events from the voice of the world's airports

ACI World Report - June 2017  

News and events from the voice of the world's airports