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ACI

WORLD REPORT

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

Airports of Thailand: Enabling regional connectivity p10

OCTOBER 2017

www.aci.aero


Contents AIRPORTS COUNCIL INTERNATIONAL

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20

New trends in

members in implementing runway SECURITY

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Africa’s annual conference FEATURE STORY

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ECONOMICS

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A glimpse into the future

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2017 Airport traffic: A look back at H1

Airports of Thailand: Enabling regional connectivity SAFETY

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Aviation Security Symposium

Prime Minister of the Republic of Mauritius to open ACI World and

The Chieftains of Industry brief ICAO Council

ACI collaborates with ICAO on successful 1st Annual Global

non-aeronautical activities

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The Airport Excellence (APEX) in Safety programme assists ACI

ACI Regional Offices MESSAGE FROM THE DIRECTOR GENERAL

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42

ASQ

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Airport Service Quality (ASQ) interview feature: San Antonio International Airport


26 GLOBAL TRAINING

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Building capacity: Talent exchange programmes

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ACI Global Training photo gallery

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Training calendar

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MAP: EVENTS AND TRAINING

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Key events and courses ACI EVENTS

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ACI events calendar

Editors Brent Taylor

WPB

Manager, Digital Marketing and Communications

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ACI World Business Partners: Innovating

btaylor@aci.aero

for airports Sabrina Guerrieri

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The transformational power of location intelligence for airports INDUSTRY PARTNER

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Celebrating 70 years catering to the traveler

Manager, Communications sguerrieri@aci.aero Angelika Joachimowicz Assistant Manager, Communications and Digital Marketing ajoachimowicz@aci.aero


Airports Council International ACI’s Regional Offices

ACI North America Washington, DC USA

ACI Latin America and Caribbean Panama City Republic of Panama

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ACI Africa

ACI Europe

Casablanca Morocco

Brussels Belgium

ACI Asia-Pacific Hong Kong China


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 www.aci-waga2017.com


Message from the Director General

Message from Angela Gittens, Director General, ACI World New trends in non-aeronautical activities Shortly after the exciting ACI Africa/World Annual Assembly, Conference and Exhibition in Mauritius from 16-18 October, we will travel to lovely Bangkok, Thailand for The Trinity Forum from 1–3 November, under the theme: “How does airport retail remain relevant in a changing world?” While this new era of online retail and services has disrupted the conventional business models on the non-aeronautical side of the airport business, they have also brought new and unexploited opportunities. As such, we explore in-depth key topics of the changing dynamic of Chinese travel retail; driving and combating disruption; future proofing the commercial offer; and, an exclusive session to look at Passenger Personas and profiles across generations. This will provide an ample opportunity for delegates to learn from both the common patterns as well as the differences in customer expectations across

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generations of passengers. Commercial, or non-aeronautical revenues, are a vital component of an airport’s income stream and of its resulting bottom line. They provide diversification of airport income sources and serve as an additional cushion during economic downturns. According the 2017 Airports Council International (ACI) Airport Economics Report, non-aeronautical revenue represented 26.5% of all non-aeronautical revenue worldwide in 2015. Car parking revenue and property revenue/rent followed retail concessions as


important secondary sources of revenue, at 22.9% and 14.4% of all non-aeronautical revenue respectively. The study found significant regional variance. For instance the Middle East had the highest proportion of non-aeronautical revenue attributed to leasing of or revenue-sharing from retail concessions, at 55%. North America on the other hand continued to be the world leader in generating revenue from car-parking services, representing over 40% of the region’s non-aeronautical revenues. While retail facilities, and food and beverage outlets are attractive investments since they represent one-third of commercial revenues on average, disruptive technologies such as easy and ubiquitous access to online retail and e-commerce platforms, and increased retail competition outside the purview of the airport has limited the growth prospects for airports’ non-aeronautical revenues. There are also challenges for advertising due to the huge increase in online advertising. Car parking is also faced with increased competition. Airport car parks have always been subject to competition from off-site facilities, but increasingly they must compete with public transport services which remove the need to travel to and from airports by personal car.

has contributed to a burgeoning middle class. Millennials are tech-savvy and have a set of expectations that distinguish them from previous generations. Understanding these trends will be important for airport managers to remain successful. I look forward to welcoming you all next month to the world’s most influential leading global airport commercial revenues conference, expected to attract over 300 aviation professionals from across the globe. The “Trinity” of travel retail— executives from airports, concessionaire and brand communities—will together explore how to better engage the consumer and how commercial revenues can be maximized, to build and sustain healthy airports that serve the traveling public and their communities.

Angela Gittens Director General

As air travel continues to extend its reach to the world’s populations through affordable choices, the demographic composition of the world is changing. Whereas many advanced economies continue to experience an ageing population, major emerging markets have also observed an expansion in their working age populations which

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Events

Prime Minister of the Republic of Mauritius, The Honorable Pravind Kumar Jugnauth to open ACI World and Africa’s annual conference By Anita Berthier, Manager, External Relations and Special Events , ACI World This month, the 27th ACI Africa/ World Annual General Assembly Conference & Exhibition will be opened by the Prime Minister of Mauritius, the Honorable Pravind Kumar Jugnauth. under the theme “Bold leadership in a time of change,” the Honorable Jugnauth will address an expected 400 international delegates from the aviation industry. “Mauritius is pleased to welcome the partners and stakeholders of the global airport and aviation sector,” said the Honorable Jugnauth. “This conference is an opportunity for our country to proudly showcase the progress we have achieved in aviation.” The Honorable Jugnauth will be joined at the Opening Ceremony by Angela Gittens, Director General, ACI World; Declan Collier, Chair, ACI World; Ali Tounsi, Secretary General,

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ACI Africa; Engineer Saleh Dunoma, President, ACI Africa; and, Johnny Dumazel, Chairman AML & ATOL. The Keynote address will be given by Dr. Olumuyiwa Benard Aliu, President of the Council of the International Civil Aviation Organization (ICAO). A detailed programme of the conference can be found on the event website. Don’t miss top airport speakers which will include:

• •

• Romesh Bhoyroo, Chief Executive Office, Airports of Mauritius Ltd. • Alan Borg, Chief Executive Officer, Malta International Airport • Howard Eng, President & Chief Executive Officer, Greater Toronto Airports Authority • Martin Eurnekian, Chief Executive Officer, Aeropuertos Argentina 2000 • Deborah Flint, Chief Executive Officer, Los Angeles World Airport • Poppy Khoza, Director of Civil Aviation, Chief Executive Officer, South African Civil Aviation Authority • Anil Kumarsingh Gayan, Minister of Tourism, Government of Mauritius • Kerrie Mather, Managing Director and Chief Executive

Officer, Sydney Airport Corporation Limited Guruprasad Mohapatra, Chairman, Airports Authority of India Bongani Maseko, Chief Executive Officer and Executive Director, Airports Company South Africa Toby Nicol, Executive Director, The Global Travel Association Coalition (GTAC) Stefan Schulte, Chairman of the Executive Board, Fraport AG Zhen Wang, Chairman, Haikou Meilan International Airport Ian Witter, Head of Airside Regulation & Oversight, Heathrow Airport Ltd.

Read the full press release for more information.

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Feature airport

Landside view of the passenger terminal which was put in service in September 2013

Airports of Thailand: Enabling regional connectivity 10


Many airports around the world could be considered gateways to their countries. They are the first impression that many travelers have of the destination, and as such often impart a distinct sense of place. In addition to fulfilling this role, it should also be noted that airports are a vital part of the international aviation industry—complex pieces of infrastructure that must ensure the safety of travelers while providing them with an unparalleled passenger experience.

Land,” and the airport was named by His Majesty the late King Bhumibol Adulyadej. Suvarnabhumi Airport is one of the world’s busiest airports and boasts the highest passenger traffic in Thailand. In the fiscal year 2016, Suvarnabhumi Airport accommodated 55.47 million passengers on 333,263 commercial flights operated by 111 scheduled airlines. The airport has become the first choice in Thailand for transit and transfer passengers to connect to the rest of the world.

In Thailand, there are six main international airports under supervision of Airports of Thailand Plc. (AOT): Suvarnabhumi Airport, Don Mueang International Airport, Phuket International Airport, Chiang Mai International Airport, Hat Yai International Airport and Mae Fah Luang – Chiang Rai International Airport.

With its 563,000 square meter space, Suvarnabhumi Airport is ranked as the world’s third-largest airport by physical space. Moreover, the airport has focused on implementing stateof-the-art technology to better serve passengers. For example, the airport has installed 53 information kiosks for passengers to easily check information on flight schedules, terminal layout plans and retail stores.

All of these airports play important roles as gateways to Asia. With their advantageous locations in each region of the country, these airports work well as regional hubs for passengers connecting from neighboring countries. Suvarnabhumi Airport In the central part of Thailand, Suvarnabhumi Airport and Don Mueang International Airport have their own outstanding characteristics. “Suvarnabhumi” means “Golden

Don Mueang International Airport Don Mueang International Airport was the first airport constructed in the country and is considered a cornerstone of commercial aviation in Thailand. And while there are bigger airports in Thailand today, Don Mueang International Airport has maintained its modern characteristics and currently serves as a low-cost carrier hub. Equipped with a variety of facilities,

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Feature airport

Suvarnabhumi Airport interior lounge in Thailand

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Phuket International Airport, Mai Khao, Phuket, Thailand

the airport offers affordable prices and rapid service. Domestic passengers can generally board within 30 minutes and international passengers can board within one hour. The airport also provides automated passport checks for Thai nationals and assigns “Airport Help” staff to communicate with tourists, particularly Chinese travelers. Chiang Mai and Mae Fah Luang-Chiang Rai International Airports In the north of the country, Chiang Mai and Mae Fah Luang-Chiang Rai International Airports function as the gateway to Indochina. These two airports welcome travelers to the

fascinating land of Lanna heritage, which is surrounded by beautiful nature and a magnificent culture. Another important role of Chiang Mai International Airport is to serve the economic growth of the north. The airport is located only 7 kilometers from the city, making for a quick trip downtown. In 2016, Chiang Mai International Airport was awarded third place in the “Best airport by size – 5 to 15 million passengers” category in the Airport Service Quality (ASQ) survey. Mae Fah Luang-Chiang Rai International Airport is a small airport but no less important as a vital element of

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Feature airport

Suvarnabhumi Airport aerial view in Thailand

Thailand’s overall air transport industry. The airport proudly presents a warm and welcoming atmosphere to passengers as they arrive in a city renowned for its nature, arts scene and culture. In the future, the airport will play another important role as a regional center for aviation-stated business, and is also expected to accommodate travel from the fast-growing CLMV (Cambodia, Lao PDR, Mayanmar and Viet Nam) countries and the South China Region. Phuket and Hat Yai International Airports Phuket International Airport is the

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gateway to the Andaman Islands, while Hat Yai International Airport is the gateway to the southernmost part of Thailand. Phuket International Airport welcomes travelers to world-renowned destinations such as the Phi Phi and Similan Islands, and is also well connected to destinations in various regions around the world. With growing passenger numbers, Phuket International Airport has been regularly upgraded to ensure that it is able to accommodate passengers. Recently, a new passenger terminal was opened to serve international flights, featuring full service facilities


that cover an area of over 73,000 square meters. This new passenger terminal is an energy-saving building and uses solar power. Hat Yai International Airport is located in the Songkhla Province, which is an important economic and educational zone in the southern part of the country. The airport plays a major role in supporting five neighboring provinces, including Songkhla, Sutun, Narathiwat, Pattani and Yala, as well as the neighbouring country: Malaysia. From July to September of every year, Hat Yai International Airport welcomes Thai-Muslim passengers joining in the annual Haji pilgrimage to Mecca. Hat Yai International Airport has put its efforts on enhancing its services and facilities to meet the needs of airport users.

Hat Yai International Airport in Thailand

It is with great pride that AOT operates six international airports in Thailand, each with their own particular strengths and areas of focus. Despite their respective roles within the country’s aviation system, all six have an overarching goal of connecting travelers, whether to other parts of Thailand, to the continent at large or to the rest of the world.

Suvarnabhumi Airport interior view in Thialand

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Safety

The Chieftains of Industry brief ICAO Council

By Michael Rossell, Deputy Director General, ACI World

The President of the Council of the International Civil Aviation Organization (ICAO) described Angela Gittens, Director General of ACI; Jeff Poole, Director General, Civil Air Navigation Services Organization (CANSO); Alexandre de Juniac, Director General, International Air Transport Association (IATA); and Jan Pie, Chairman, International Coordinating Council of Aerospace Industries Associations (ICCAIA), as the “Chieftains of Industry� when, on 15

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September, they made their annual presentation to Council on the State of the Industry. The ICAO Council, which comprises representatives from 36 countries around the world, sets the international standards and recommended practices for international civil aviation. This includes matters such as aviation safety, security, environmental protection and economic development. The annual


presentations provide an opportunity for ACI and the other major representative organizations to brief Council on the pressing issues of the day so that they may take account of these views as they develop international policy. This year’s briefings were held immediately before Council was due to hold its annual Offsite Strategy Meeting focused on the implementation of ICAO’s Global Aviation Safety Plan and its Global Air Navigation Plan. In her presentation, Angela Gittens described the importance of the aviation industry and regulators working together to achieve common goals. She said that the industry generated social and economic value to communities, countries and regions and that for aviation to keep achieving that objective continued collaboration was essential. The essence of that collaboration needed to focus on improved efficiency, and here she said there was a need for increased participation of airports in the development of the Worldwide Slot Guidelines. The current guidelines did not fully take into account the needs of passengers and airports, and this had to be addressed. Similarly, she said that operational integration was essential for making best use of the available infrastructure, both on the ground and in the air, and so ACI supported the use of Airport Collaborative Decision Making (A-CDM). A second theme was the need to engage with communities to listen to and take account of their needs and concerns—issues included aircraft noise, local air and water quality and of course climate change. She said that airports around the world were already taking huge strides in accounting for and reducing their

carbon footprint through the Airport Carbon Accreditation programme. She added that ACI had just released a new version of its ACERT tool which could help even non-specialists at airports identify and manage their CO2 emissions. The third area was centered on the development and payment for new infrastructure. She described the operation of airports and how both aeronautical and non-aeronautical revenues contributed to their financial position, and how the development of networks could support otherwise non-viable small airports, in turn supporting communities that would not enjoy service. One model that was increasingly successful worldwide was the increasing level of privatization which mobilized investment and development of infrastructure to better meet airlines’ and passengers’ needs. She concluded that while there were challenges ahead from increased traffic there were also opportunities, and it was for industry and regulators to work together to seize those opportunities for the benefit of all. Jeff Poole talked about the trends and challenges for air traffic management, most notably those of growth in already congested areas. In a similar theme to that presented for airports, he said that it was essential for all actors to work together to promote and increase the efficiency of the industry. Alexandre de Juniac commented on the global financial position of the airline industry, but said that returns on capital were not evenly spread. He said he recognized the prospective value of privatizations, but urged ICAO to build regulatory structures to ensure that airports

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Safety

and air navigation service providers put the interests of States and passengers first. He further commented on the need for ICAO to act to support and promote action on delivery of the “CORSIA� agreement. Last, and by no means least, Jan Pie talked about the robust state of the manufacturing industry and said that it had delivered 1,776 commercial aircraft in 2016. He said that Airbus had forecast that the global fleet would increase from 19,630 in 2016 to 33,070 in 2036, and Boeing’s forecast was up from 21,670 to 43,920 in the same period. To be able to deliver and manage this increase would require all parts of industry and regulators working together, and he concluded that ICCAIA supported the development of the ICAO global plans to ensure that everyone was moving in the same direction. The Council appreciated the presentations and said that they were an important contribution to its deliberations, not least in the forthcoming Offsite Strategy Meeting to which ACI and others were invited. ACI will build on these contacts and continue to present the voice of the worlds airports to a willing and receptive audience.

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190 accredited airports 22

116

in North America

in Europe

37

in Asia-Pacific

6

in Latin America & Caribbean

Welcoming

2.5 billion passengers per year.

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in Africa

58

In countries across the world.

38.5%

Or of global air passenger traffic.


APEX

The Airport Excellence (APEX) in Safety programme assists ACI Members in implementing runway safety programmes By Ermenando Silva, APEX in Safety, ACI World

The APEX in Safety Team with the Surabaya Runway Safety Team

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Local Runway Safety Team meetings are regularly held during the APEX in Safety reviews, wherein participants share international Local Runway Safety Team (LRST) best practices, lessons learned, campaigns and hot topics.

reporting systems and safety culture. By inviting the various stakeholders to the workshop on the last day of the assessment, the APEX Team will help set up the LRST and provide mentorship in order to carry out effective meetings. Best practices for maintaining a safe runway

The runway is considered the most critical infrastructure at the airport, so all measures deemed necessary for the maintenance of the runway and compliance with regulation and best practices at the international level must be adopted to safeguard airport operations. This will help to ensure the mitigation of safety incidents involving aircraft. The forum in which runway safety should be discussed to guarantee minimum safety conditions and contribute to the adoption of best practices is the LRST, whose chair should be held by the airport operator, as it manages the airport infrastructure and is the certificate holder. On-site safety workshops Earlier this year, seeing the need to provide more assistance to airports in this regard, the APEX in Safety Team added a new element to its offering to complement onsite reviews. The APEX Team would determine whether the host airport had an LRST beforehand, and then proceed to set up a workshop if deemed necessary.

LRST meetings should focus on the design and maintenance of the runway, markings, signs and lighting, standard operating procedures, birds and wildlife, foreign object debris (FOD) and incursions and excursions. Risk assessments should be conducted along with investigations of incidents occurring on the airfield. The workshop sessions include all stakeholders who should attend the LRST meetings so that they can get a firsthand briefing on the key role they must play to create a strong and reliable working group. Regular members should include the below stakeholders, but note that this is by no means an exhaustive list as every airport is unique: • • • •

aerodrome operators; air traffic services; commercial air operators; representatives of flight crews familiar with the aerodrome; and, • representatives from the general aviation community (if applicable).

The LRST workshop provides an extensive and comprehensive set of tools for the host airport to use in setting up their committee. Throughout the week, while assessing the various safety areas, the APEX Team is able to get a clear understanding of the state of the infrastructure, procedures,

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APEX

The Surabaya Runway Safety Team meeting with ACI and sharing best practices

The team may also include: • the regulatory authority; • the military operator (if applicable); • support services (deicing, catering, ground handling, etc.); • emergency response service providers; and, • subject matter experts by invitation (meteorologists, ornithologists, accident investigation authority, etc). Consideration may also be given to periodically inviting members of other RSTs to enable sharing of information and learning. The APEX programme remains in touch with the growing needs of airports in regard to providing assistance in 22

operational safety management—we invite airports of all sizes to join and contribute. For more information on the APEX in Safety programme, visit the website.

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Security

ACI collaborates with ICAO on successful 1st Annual Global Aviation Security Symposium By Nicholas Ratledge, Manager Security, ACI World

The ICAO and ACI World organizing committee

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From 12-14 September 2017, over 600 delegates including regulators, industry and solution providers descended on ICAO Headquarters for the 1st annual Global Aviation Security Symposium. The theme of the symposium was “AVSEC Culture – Beyond the Standards,” a new mindset toward aviation security, including security culture, international cooperation and collaboration to address the evolving threats faced by civil aviation today. Prior to the Symposium, a series of workshops were held, including a cyber security tabletop exercise, a landside security workshop delivered by Buti Qurwash from Dubai Airports, an introduction to risk management, an introduction to the ICAO Universal Security Audit – Continuous Monitoring Approach and industry workshops on Computed Tomography presented by Battelle. The Symposium was officially opened by Dr. Fang Liu, Secretary General, ICAO, followed by David Pekoske, Administrator, US Transportation Security Administration. Mr. Pekoske highlighted that today’s threats cannot be addressed with yesterday’s security system and that states can no longer work in isolation to address aviation security. Henrik Hololei, Director General, Mobility and Transport from the European Commission said that security must be risk based, outcome based and facilitation based, and Mr Philippe Rainville, President and Chief Executive Officer of Aeroports de Montreal, highlighted the benefits of collaboration, cooperation and information sharing among all stakeholders in an airport environment.

ICAO Secretary General, Dr. Fang Liu, opened the Symposium

David P. Pekoske made his first international appearance as the new Administrator for the United State’s Transportation Security Administration (TSA) and served as Keynote speaker.

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Security

The opening sessions of the symposium focused on security culture, engaging the audience to find a common definition and then discuss how that vision can be achieved. Airport participants included Nina Brooks, Head, Security, ACI World and Jennifer Sullivan, Director Safety and Security at Greater Toronto Airports Authority. The afternoon brought a fun game to demonstrate the need for unpredictability in security measures, and a session on risk assessment. The first day closed with various panelists discussing the latest emerging threats and how effectively to combat them through a robust risk based approach. Day two included sessions on the need for quality control at international, national and local levels, with speakers from Dubai and the Greater Toronto Airports Authority providing insights into how their operational quality control systems operate.

Nina Brooks, Head, Security at ACI World contributes during a panel on the importance of security culture in the aviation environment.

Angela Gittens, Director General, ACI World opened the following part of the symposium, which focused on innovation and technology. The keynote address presented by Dr. Harry Martz of the Non-destructive Characterization Institute highlighted the need for industry to speed up deployment of new innovations and highlighted the potential of learning algorithms for automated object detection and stand-off technologies. Afternoon topics included the evolution of the security checkpoint, latest technologies such as an electronic nose being trialled for mail screening, and facial recognition technologies. Speakers included Eric Bourai from Aeroports 28

Angela Gittens, Director General, ACI World, opened the session on “Security processes and technological innovations.�


Ivy, the RCMP explosives detection dog demonstrated her expertise, and charmed delegates.

de Paris, Jeffrey Barrow and Sebastien Colmant from the Smart Security team and Bart Mos from Amsterdam Schiphol. The final day commenced with a keynote from TSA, highlighting their drive for innovation, followed several interesting case studies. ICTS Europe showcased its InnerEye program, using the human brain through EEG measurement and the rapid identification of threats in cabin or checked baggage. One of the highlights of the conference was

a presentation on explosive detection canines by Aeroflot Airlines in Russia and a live demonstration from Royal Canadian Mounted Police, with special guest Ivy. Dublin Airport and ICTS Europe had a difficult act to follow, highlighting the deterrent and detection benefits of behaviour detection at airports. The final session of the symposium considered capacity building and the need to strengthen cooperation and sharing of information and best practices between and among States and stakeholders. Poppy Khoza,

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Security

More than 600 delegates visited the innovative exhibition. Photo credits: Vanda D’Alonzo Photography

Director General of Civil Aviation, South Africa, highlighted that security threats and terrorist acts are not contained to one country or regionwe are only as strong as our weakest link.

collaboration. ACI is looking forward to the 2nd Global Aviation Security Symposium planned for 30 October to 2 November 2018 in Montreal.

The final session aptly considered the need for assistance and capacity building activities and called for a strong security culture throughout the entire aviation security system. In closing, the 1st annual Global Aviation Security Symposium highlighted the strong cooperation between States and industry, showcasing not only the innovation in today’s security environment, but emphasizing the need to address emerging security threats today through security culture, quality management and

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Economics and Statistics

A glimpse into the future By Guillaume Rodier, Data Analyst, Airport Traffic Statistics, ACI World

With global traffic surpassing 7.6 billion passengers in 2016, forecasts reveal that traffic will continue to rise rapidly in the short-term based on a projected compounded annual growth rate (CAGR) of 6.5% per annum. Domestic traffic will continue to climb steadily over the next two years—especially in Asia-Pacific, Europe and North America regions— achieving a global CAGR of 5.3%. Despite this,

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gains will come primarily from international traffic, with a two-year CAGR of 8.4%. The latter will be 73% of the size of domestic traffic by 2018, representing more than 52% of the total world growth over the two-year period. Chart 1 presents the global passenger forecast for the period, broken down to a monthly frequency and featuring standard 95% prediction intervals.


Global traffic expansion Progress in the liberalization of transborder air transport, enhanced aircraft efficiencies over medium and long-haul operations and the persistent rise in per capita income will fuel the propensity to travel. This is especially true in highly populous regions like Asia-Pacific, where passenger traffic expansion represents 52% of total world growth over the period from 2016 to 2018. In fact, the region’s combined domestic and international markets are forecasted to be the largest contributors to world growth—at 35.3% and 16.7%, respectively. This is followed by the European market, occupying 24.8% of global growth. Air cargo, following its surge in summer 2016, will continue to rise at an average of 7.4% worldwide for the same period. This growth will add up to an extra 16.9 million tonnes by December 2018, of which half will be in Asia-Pacific, increasing the region’s total market share to just above 39%.

hampering growth prospects over the short and medium terms. Specifically, these are related to geopolitical unrest, terrorism and threats to security in certain parts of the world. Physical capacity considerations and potential bottlenecks in air transport infrastructure also pose challenges in accommodating future demand. Finally, protectionist policies that retreat from further economic integration and air transport liberalization could have an adverse effect on the air transport industry. For more on airport traffic forecasts, see the 2017 edition of the ACI World Airport Traffic Forecasts (WATF). Disseminated in standard EXCEL format, it presents aggregate traffic figures for total, international and domestic passengers as well as air cargo volumes and aircraft movements. Using 2016 as reference year, the projections extend to 2040. The report includes tables, graphs and rankings for volumes, growth rates, market shares and contribution to growth. The forecasts are presented on a global, regional and national level, featuring over 100 countries.

Aircraft movements Though more modest, the growth in aircraft movements has also been picking up speed in recent years, a trend that will persist in the short-term. Movements are predicted to increase at a steady rate of 2.3% per annum worldwide. Europe and Asia-Pacific will host the bulk of the growth, with shares of 47% and 39% respectively. The Middle East is a smaller contributor but nonetheless features above-average growth rates, fueled by the strong connectivity it offers to the two leading regions.

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There are several impediments that could curtail the continued rise in demand, potentially 33


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Economics and Statistics

2017 Airport traffic: A look back at H1

By MichaĂŤl Simard, Data Analyst, ACI World and Patrick Lucas, Head Airport Business Analytics, ACI World

Despite the escalating preoccupations regarding the rise of economic protectionism in advanced economies, the first half of 2017 saw robust growth in global trade and air transport demand. These encouraging results may be a sign that fears concerning the impact of inward-looking policies have not fully precipitated across sectors of the economy. Air transport demand continues to march to the beat of its own drum, posting annual growth rates in excess of 6%. International travel and tourism remain irrepressible, even considering the geopolitical risks that persisted in certain parts of the world. There is a growing disconnect between global GDP growth levels, which have remained modest after 2011, and passenger traffic growth, which continues to be robust and improve year after year. Many of the factors behind this are microeconomic in nature and are directly related to industry dynamics. For example, the increased presence of low-cost carriers fueled a higher propensity to travel in advanced economies, challenging other modes of transportation even in regions with extensive land transport infrastructure, like Europe. Meanwhile, emerging markets are increasingly the engines of growth for the global aviation market.

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Global passenger traffic increased 7.1% in June 2017 with growth of 6.6% on a year-to-date basis. This was an improvement over the same period in 2016, which had posted increases of 4.5% and 5.6% respectively. Passenger traffic is poised to exceed 8 billion in 2017. International passenger traffic is an essential part of this increase, with June figures of 9.5% year over year and 8.9% on a year-to-date basis. Although all regions posted positive numbers in passenger traffic, particularly from a historical perspective, North America and the Middle East ended June 2017 with comparatively lower growth rates, at 3.4% and 3.3% respectively. Both regions posted strong growth at the start of the year, but have experienced middling increases since February. Europe and Asia-Pacific, representing more than 59% of world traffic volume and posting growth rates of 9% and 8.1% respectively on a year-to-date basis, contributed a significant portion of the total expansion. In the near term, even with macroeconomic forecasts that remain subdued and the rising economic risks in advanced economies, firm growth in air traffic should remain the pattern for the second half of 2017. Still, though there are differences in income elasticities between


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Economics and Statistics

passenger and air cargo demand, sudden macroeconomic shocks could increase the risk of a downturn in air cargo volumes and passenger traffic in the medium-term. Supported by a surge in global trade and industrial production, air freight volume continued its positive trend which started in the latter half of 2016. June numbers showed an astounding 8.2% growth year over year, in line with an 8.4% increase on a year-to-date basis. This represented a stark departure from the same period in 2016, which had posted 0.5% year-to-date growth. The gradual recovery of Brazil (projected GDP growth for the country by the International Monetary Fund (IMF) stood at 0.3% for 2017, up from -3.6% in 2016, stable growth in Asia-Pacific and a strengthened Euro area will contribute to this pattern continuing. North America also posted substantial freight volume growth, 7.9% for June 2017 and 6.7% on a year-to-date basis. Inventory build-ups, increased export orders and a firming up of consumer demand, reflected in increases in online purchases, are important drivers in the near term. Moreover, tightening capacity and rising prices for shipments by ocean have also brought about an important substitution effect, propping up demand for air freight services as a mode of delivery in the near term. Charts 1 and 2 summarize regional growth rates for passenger traffic and air freight volume for the first half of 2017 in comparison with 2016 growth rates. For a detailed analysis of traffic across the world’s airport markets, refer to the Annual World Airport Traffic Report, 2017 edition.

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ACI’s flagship publication remains the authoritative source and industry reference for airport traffic data, rankings and analytical trends for over 2,400 airports in 175 countries worldwide. The report provides a view of air transport demand across the world’s airports by three thematic areas: passengers, cargo (freight and mail) and aircraft movements. The report also features in-depth analysis of traffic by region and prospective aviation markets, and international and domestic traffic breakdowns.


FEATURING EXCLUSIVE FORECASTS FOR OVER 100 COUNTRIES PRESENTED ON GLOBAL, REGIONAL AND NATIONAL LEVELS

Annual World Airport Traffic Forecasts 2017–2040 PASSENGER TRAFFIC

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+1 514 373 1243

publications@aci.aero

aci.aero/Publications


THE INDUSTRY’S MOST COMPREHENSIVE AIRPORT TRAFFIC STATISTICS DATASET

2,400 AIRPORTS IN 170 COUNTRIES

Annual World Airport Traffic Dataset PASSENGER TRAFFIC

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BUNDLE TO SAVE Pair the Annual World Airport Traffic Dataset with the Annual World Airport Traffic Report and Save!

+1 514 373 1243

publications@aci.aero

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2016 ACI Airport Key Performance Indicators EXCEL DATASET AVAILABLE FOR PURCHASE

Geographic region Economic grouping

Airport size (i.e., <1 million passengers to >40 million passengers)

(e.g., advanced economies, emerging and developing economies, BRICS, etc.)

Ownership Regulatory model

(i.e., public, private, public-private partnership)

Global indicators for over 800 airports, representing 73% of the worldâ&#x20AC;&#x2122;s passenger traffic www.aci.aero/Publications/New-Releases or +1 514-373-1243

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Airport Service Quality

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

SAN ANTONIO INTERNATIONAL AIRPORT

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As ACI’s Airport Service Quality (ASQ) programme prepares to conclude its 11th successful year, we continue to focus 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 Karen Ellis, Chief Customer Experience Officer at San Antonio International Airport. Key facts about San Antonio International Airport • Airport code: SAT • What year the airport opened: Built in 1941 as a military base because of WWI and became a commercial airport in 1953 • Annual number of passengers in 2016: Record 8.62 million (1.3% increase over 2015) • Number of employees at SAT: 5,564 • Did you know? SAT’s Executive Team has over 155 years of aviation experience! 1) How and why did SAT join ASQ? How does SAT directly benefit from ASQ? SAT has been a participant of the ASQ programme for over five years. Unfortunately, I

am unsure how SAT joined. However, if I had to take a guess, I would say it would be through a previous Aviation Director who was very active with ACI-NA. I believe SAT became a participant for a number of reasons: it is important to hear the voice of the customer; we want to have a clear vision of how the service level provided compares to similar-sized airports, as well as other airports in our region; it helps us to identify services that will assist us in becoming a more profitable airport; and ASQ has an outstanding reputation in the industry for providing quality benchmarking and insightful suggestions for improvement. SAT benefits directly from ASQ because it allows us to drill down on the specific wants, needs and expectations of our passengers. It also prevents SAT from focusing on areas which will not enhance the level of service we provide. 43


Airport Service Quality

The City of San Antonio has earned the title of “Military USA.” SAT is extremely supportive of their troops, and as a result have the emblems displayed near the USO.

2) How does SAT align the common vision of improving passenger experience with all stakeholders, partners and service providers in your organization? SAT firmly believes that it is imperative that the airport-wide community moves in the same direction when it comes to ensuring service excellence—from bedside to planeside and beyond. In order to do that, the entire community must hear the voice of the customers. The survey results are communicated to airport stakeholders on a quarterly basis. 3) Are there any particular programmes, courses or activities SAT runs with employees that are specifically aimed at improving customer and passenger satisfaction? 44

After the survey results are communicated to the stakeholders, if the results are below a certain standard, action plans for improvement are created with timelines for execution. SAT has also created Appearance, Behavioral, Safety and Service Standards, to which all stakeholders are required to adhere. Finally, we offer free airport-wide Customer Service Training classes to ensure that all team members are speaking the same—or very similar—language. These initiatives have been implemented to ensure that our passengers’ experience is similar regardless of the touchpoint. 4) Does SAT practice measuring customer satisfaction of only departing passengers or both departing and arrivals passengers? SAT measures customer satisfaction for both departing and arriving passengers.


5) What is some of the more unusual passenger feedback SAT has ever received? SAT conducts semi-annual surveys in order to drill down even farther from the ASQ surveys. These surveys allow us an opportunity to ask specific questions based on identified trends. In addition, through the SAT Loyalty Program we are able to enquire about potential service offer ideas and get feedback before full implementation. 6) What are some of the topics you would like to see discussed at future ASQ Forums? Iâ&#x20AC;&#x2122;m not sure if this has been done before, but I think it would be interesting to feature airports that have ranked number one in a specific area discuss what they have done to receive top scores. Karen Ellis, Chief Customer Experience Officer, San Antonio

Karen Ellis Biography

International Airport (SAT).

Karen W. Ellis serves as the Chief Customer Experience Officer for the San Antonio International Airport System, which comprises the San Antonio International Airport and Stinson Municipal Airport. Karen has almost 20 years of leadership and customer service experience in the aviation industry and served at the Houston Airport System and Hartsfield-Jackson Atlanta International Airport prior to SAT.

(Customer Service Institute) and a certified Customer Service Manager (Customer Service Institute of America). Karen has managed the ASQ Program at SAT since June 2016.

Karen holds a Master of Science Degree in Human Resources Management from Troy State University and a Bachelor of Science Degree from Jacksonville State University. In conjunction with her educational background, Karen is a certified Customer Care Manager

Karen will be presenting during the Customer Experience workshop at the forthcoming 27th ACI Africa/World Annual General Assembly. For more information, visit http://www.aciwaga2017.com. For more information on the ACI ASQ programme, visit www.aci.aero/asq or reach us by email at aciasq@aci.aero.

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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?

Congratulations

YoUr PASSenGerS hAve SPoken Um non nit, nonseruptas id ut libus at quatur accaborem

Airports Council International (ACI) World congratulates the winners of the doluptate prae invende llupta(ASQ) aut aciatur 2016 Airport Service Quality Awards. iberume

turestios num sunt et abore.”

The annual ASQ Awards recognize and reward the best The most demanding judges in the industry have deemed your airport to be airports in the worldamong according ACI’s the veryto best in the ASQ world! passenger satisfaction survey. They represent the highest possible The ACI ASQ Award is the airport industry’s most respected award, accolade for airport operators and celebrate the demonstrating your team’s ability to consistently deliver a best in class commitment of airports worldwide toatcontinuously customer service experience your airport. improving the passenger experience. “Please accept my personal congratulations on your ASQ award, ACI’s recognition of your airport’s exceptional and sustained delivery of outstanding customer service.

Be sureWe tosee join us for the prestigious ASQ Awards ever-greater competition among airports and with it increasing pressure optimize performance across when ceremony ontoTuesday, 17 october, tothe beoperation, held atespecially the 27th it comes to the passenger experience. Today’s airport managers must ACI Africa/World Annual General Assembly, Conference respond to the passenger’s demand and expectation for superior customer and exhibition, taking place from 16–18 october 2017, in service. Port louis, Mauritius. 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 International (ACI World) For more information regarding the ASQ Awards, visit: www.aci.aero/asq-awards

For more information regarding the 27th ACI Africa/World Annual General Assembly, Conference and Exhibition, visit www.aci-waga2017.com

.


TAKE YOUR PASSENGER SERVICE TO NEW HEIGHTS

PASSENGER PERSONAS Every passenger is different, and airports that know who their passengers are can better cater to their wants and needs. Through extensive study and data analysis of ASQ Survey data, ACI has created an ASQ add-on based around six passenger typologies that will help you to: know what current and prospective customers are thinking and doing; highlight the passenger types that are most inclined to spend at your airport; help you understand the specific attitudes, needs, expectations and concerns of your passengers; address gaps in service and, benchmark your results with other participating airports.

ARRIVALS SURVEY Participating ASQ airports can now take part in the add-on ASQ Arrivals Survey that offers vital learnings related to arriving passengers’ satisfaction levels. The ASQ Arrivals Survey takes place on the day of travel as passengers are in the airport, ensuring that impressions are fresh and opinions are accurate. The ASQ Arrivals Survey will: help you understand arriving passengers’ moods and impressions of the airport, from walking distances and washroom cleanliness to wayfinding, immigration, baggage claim and much more; help differentiate the key drivers of satisfaction among arrivals passengers, which can be distinct from the needs of departures passengers; and, give you the actionable intelligence to enhance your service offering to arriving passengers, and gauge the effectiveness of these enhancements.

Do not wait to take the next step in improving the customer experience journey at your airport. Contact ACI’s ASQ team for more information by emailing aciasq@aci.aero.

aci.aero/Airport-Service-Quality/ASQ-Home

+1 514 373 1200


BE CUSTOMER READY WITH ACI’S EMPLOYEE SURVEY FOR CUSTOMER EXPERIENCE (ECE)

A tool specifically designed to help airports be “customer ready” RE

A survey that can be used year after year A measure of employee performance and engagement to strive higher An ideal complementary tool for existing ASQ airport members

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KEY BENEFITS OF USING ACI’S ECE

FOR YOUR PASSENGERS

Improved airport experience through better relationships with airport employees

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Feeling of valued contribution and belonging to the airport community

+1 514 373 1200

FOR YOUR INDIVIDUAL AIRPORT UNITS

Growth of revenues, improved productivity and employee retention

FOR THE AIRPORT COMMUNITY

Unified pursuit of a seamless passenger experience

aci.aero/Airport-Service-Quality/ASQ-Home


Global Training

Building capacity: Talent exchange programmes By Kevin Caron, Head, Global Training and Developing Nations Assistance Programme, ACI World

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Every airport cares about training, developing and nurturing their workforce. Currently, many ACI Members are implementing a staff exchange programme as a popular method of training and development. Supporting staff development The airports that have participated in a staff exchange programme have found that employees are able to learn from those working in a similar position in a different airport. For example, a Manager of Retail from “airport x” will be paired with his or her colleague from “airport y.” This method supports the staff members’ development by giving them a chance to work in different environments and learn new perspectives. The true meaning of this type of programme is sharing, earning and improving the experiences of both staff members.

ACI’s role in talent exchange programmes ACI is currently working via the World Human Resources (HR) Forum and the five regional HR committees to provide its global membership with best practices and tools for those who are interested in participating in talent exchanges, so stay tuned! ACI’s aim is to develop exchange programmes from the ground up in cooperation with airport members and their HR teams, thereby setting a course for increased success in achieving airport excellence. Learn more about this initiative email training@ aci.aero.

The main benefit of a programme of this nature is that airport staff members gain practical experience that can be applied when they return to their regular duties with initiatives and contributions that will improve the airports’ processes and performance. In addition to this, the programme is a chance to evaluate a staff member’s ability to integrate, to build relationships and to find out whether he or she has potential for a leadership position. Besides anything else, the programme helps the staff members involved to improve their field of knowledge and to practice the consistent core values of the airport.

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Global Training

ACI Global Training photo gallery

Airline Management for Airport Professionals*, 6-10 August 2017 in Abu Dhabi, UAE

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Human Factors for Airport Managers, 9-11 August 2017 in Port of Spain

ACI/ICAO Aerodrome Certification*, 14-18 August 2017 in Port of Spain

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Global Training

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

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

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GSN 5 - Advanced Safety Management Systems, 21-25 August 2017 in Montego Bay

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AMPAP The Hallmark of Excellence in Airport Management

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 global network of contacts.

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Global Training

Training calendar Asia-Pacific

Latin America-Caribbean

Developing a Customer Service Culture at Airports*

GSN 3 - Emergency Planning and Crisis Management

15–19 October 2017 Abu Dhabi, UAE

6–10 November 2017 Montego Bay, Jamaica

Airport Revenue Generation* 29 October–2 November 2017 Abu Dhabi, UAE

Airport Human Resource Management* 5–9 November 2017 Abu Dhabi, UAE

Airport Master Planning 6–10 November 2017 Kuala Lumpur, Malaysia

ACI/ICAO Aerodrome Certification* 13–17 November 2017 Kuala Lumpur, Malaysia

GSN 6 - Aerodrome Auditing and Compliance 13–17 November 2017 Montego Bay, Jamaica

North America Safety Risk Assessment 9–11 October 2017 Honolulu, USA

Aeronautical Studies and Risk Analysis 12–18 October 2017 Honolulu, USA

Security and Facilitation

Europe Human Factors for Airport Managers 23–25 October 2017 Bucharest, Romania

23–27 October 2017 San Francisco, USA

Accommodating Passengers with Disabilities (ADP) 6–8 November 2017 Houston, USA

ACI/ICAO Aerodrome Certification* 23–27 October 2017 Istanbul, Turkey

Passenger with Reduced Mobility (PRM) 13–15 November 2017 Munich, Germany

Airport Collaborative Decision Making (A – CDM) 13–17 November 2017 Istanbul, Turkey

GSN 4 - Working with Annex 14 27 November–1 December 2017 Riga, Latvia

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————————————————————————— *Can be taken as an elective for the Airport Management Professional Accreditation Programme (AMPAP) **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 training@aci.aero


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Introducing the Airport Finance Diploma

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aci.aero/airportfinance

training@aci.aero

+1 514 373 1200


ACI Events and Global Training map

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

SECURITY AND FACILITATION 2017 AIRPORTS CANADA CONFERENCE & EXHIBITION

23–27 October 2017 San Francisco, USA

24–26 October 2017 Toronto, ON GSN 3 - EMERGENCY PLANNING AND CRISIS MANAGEMENT 6–10 November 2017 Montego Bay, Jamaica

26TH ACI-LAC ANNUAL ASSEMBLY CONFERENCE EXHIBITION 7–9 November 2017 San Jose, Costa Rica

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

60


AIRPORT REVENUE GENERATION* 29 October–2 November 2017 Abu Dhabi, UAE 11TH ACI AIRPORT EXCHANGE 5–7 December 2017 Muscat, Oman

THE TRINITY FORUM 2017 AIRPORT COLLABORATIVE DECISION MAKING (A – CDM)

1–3 November 2017 Bangkok, Thailand

13–17 November 2017 Istanbul, Turkey

27TH ACI AFRICA/WORLD ANNUAL GENERAL ASSEMBLY, CONFERENCE & EXHIBITION 16–18 October 2017 Port Louis, Mauritius

61


ACI Events

ACI Events calendar October 2017—December 2017

ASQ Forum Detroit 2–4 October 2017 Detroit, MI, United States

26th ACI-LAC Annual Assembly Conference Exhibition 7–9 November 2017 San Jose, Costa Rica

Global Sustainable Aviation Summit 2017 (ATAG)

11th ACI Airport Exchange

3–4 October 2017 Geneva, Switzerland

5–7 December 2017 Muscat, Oman

27th ACI Africa/World Annual General Assembly, Conference & Exhibition

—————————————————————————

16–18 October 2017 Port Louis, Mauritius

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

The Trinity Forum 2017 1–3 November 2017 Bangkok, Thailand

ACI-NA Marketing & Communications Conference 6–8 November 2017 St. Louis, MO

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For a full listing of ACI events, please visit www.aci.aero/events.


World Business Partner

ACI World Business Partners: Innovating for airports By Tunde Oyekola, CEO, El-Mansur Atelier Group and Chair, ACI World Business Partners Advisory Board

ACI’s World Business Partners (WBPs), from well-established companies to entrepreneurial start-ups, are an invaluable specialist source of expertise for the world’s airports, providing solutions which are tailored to the airports sector. With their in-depth understanding of the everyday demands on airports they combine years of experience in the airport environment with leading-edge thinking, thereby ensuring the continued growth of the aviation industry. The panel discussion and presentations at the 2017 ACI Africa/World Annual General Assembly in Mauritius will highlight some of the various ways in which our WBPs are supporting and improving the aviation sector globally and in all ACI regions. ACI Africa (Tunde Oyekola): Alternative business models as a solution for the growth and sustainability of airports Airports are capital-intensive projects, and as such are usually undertaken and subsequently managed by government. However, the successful running of an airport requires money, skill and efficiency devoid of government interference. This has been a continued conflict in the region and a reason why many airports in Africa are not living up to their full potential.

64

For example, several airports in the region depend almost entirely on aeronautical revenues and taxes as their main sources of revenue, which is clearly not enough to run the facilities, not to mention maintain and expand them. This has become very obvious over time and the owners are waking up to the need to explore and take advantage of all the other opportunities available, to not only ensure increases in revenue, but also tie this back into improvement of facilities and thereby the enhancing the overall passenger experience. For airports to thrive and grow, the imperative of having alternative business models as a means of generating revenues cannot be overemphasized. Many airports have begun to tap into the expertise provided by ACI WBPs to achieve this goal. ACI Asia-Pacific (Greg Fordham): Next-generation baggage handling concept Passengers will be able to drop their bags at an automated bag drop immediately after disembarking from their train, bus, limousine, taxi, rental car or private vehicle. From the dispersed bag drop units, baggage is fed directly to a “bag factory” in a simple, low cost building adjacent to the terminal. At an appropriate time


prior to aircraft departure, bags for each flight are distributed via high-speed conveyors directly to the aircraft gate where they are loaded into containers or directly onto the aircraft. The same high-speed conveyor system transports arrival baggage from the aircraft gate to the bag factory. When the arriving passenger is ready to collect their bags, they are dispatched from the bag factory and delivered to the passenger via a “reverse bag drop” unit. During the session, this process will be explained in more detail and enhanced with graphics and images. ACI EUROPE (Catherine Mayer): Leveraging IT to power growth and sustainability In today’s digital and technology driven world, airport and industry partners are working together to leverage the power of IT systems to meet their critical and complex goals of enhancing safety and security, maximizing efficiencies, improving business performance and offering the best possible customer experience. However, learning to analyze and apply the vast amount of data is what will drive the real transformation of our industry, enabling us all to offer even better services. The fast-changing IT solutions and customer demands for technology make it very challenging for airports to understand which systems will meet their specific needs. We are fortunate though because through the ACI committees, conferences and workshops, airports and WBPs have the opportunity to work together and share their experience about new

technologies, as well as how to maximize the benefits from existing ones. Additionally, ACI, along with SITA, co-sponsor the industry’s only dedicated Airport IT Trends Survey (now in its 14th year), enabling members to benchmark their technology practices and activities. During this session, some of the key highlights from the 2017 Airport IT Trends Survey will be shared, including investment trends, new technologies and activities where WBPs are working in collaboration with airports to develop the best practices and find the best solutions. ACI Latin America-Caribbean (Angel de León): How technology can improve the airport passenger experience Global Exchange has activities in airports located in 19 countries. We are constantly rethinking ways to improve our relationships with customers and airport authorities. One constant in this process is the key role that technology plays. We believe that information technologies allow WBPs to customize their communications and move beyond the “one to many” marketing and communication mantra of the past. During this panel discussion we will share ways we are working with airport customers, ranging from the more generic to the more customized. Some examples include installing large LED displays with personalized communication to catch the eye of the traveler. We display these “one to few” communications in their language of origin. Moreover, the displays are dynamic and depend on nature of flight (origin, destination, seasonal events, etc.).

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World Business Partner

Another, more customized experience can be provided when small, tablet-like displays are installed to facilitate customer interactions during their final purchase. We ran a test in Sydney Airport that shows how some customers prefer interaction with a screen rather than communicating in a foreign language. Yet another example is the act of following up with the customer if he provides his email when exchanging currency. This opens up the possibility of providing destination information and even discounts upon return, thereby developing a lasting relationship. This is a pure â&#x20AC;&#x153;one to oneâ&#x20AC;? communication strategy that has proven practical for customers who find value in email communications of this nature. ACI North America (Pablo Reich): Amenity-rich and stylish terminals for an enhanced passenger experience The intersection between the user experience and design is increasingly driving how we interact with public spaces, especially airports. Technology and star ratings are catalysts for driving an improved passenger experience. This presentation will be about the leading trends that deliver a more stylish, amenity-rich passenger terminal for a diverse range of travelers. From maximizing passenger conveniences and barrier-free furniture to seat-side power amenities and increased third-party revenue for facility operators, discover how high-performance furniture can play a key role in the passenger journey. With the onset of affordable and convenient intermodal travel, terminals the world over

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are experiencing the demands on high-density public spaces. Since airports have become busier, increased passenger numbers mean that there is a broader, more diverse range of travelers to accommodate, each with unique needs. Families, back-packers, retirees, business travelers and persons with disabilities are just some of the unique demographics passing through a terminal each day. Audience members during this presentation will learn how the latest trends in airport furniture can be used to satisfy a range of needs and enhance the passenger experience. Please join us at this interactive discussion and share your ideas and experiences as well. The ACI WBP programme has made significant progress over the years, and as we keep working together as a team, you can rest assured that it can only get better.


SAVE THE DATE

Naritasan Shinshoji

For further inquiries www.aci-asiapac.aero | events@aci-asiapacific.aero


World Business Partner

The transformational power of location intelligence for airports By Christopher Yeong, Vice President Technology Development, cherrypicks

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In the age of smartphones and information ubiquity, passengers want to have everything they need on their device so that the airport experience is as automated as possible. According to SITA’s Passenger IT Trends Survey, nine out of ten passengers want to use their smartphones to search for flights, receive flight updates, find airport amenities and find the best way to go from point to point in an expansive environment with which they’re not familiar. Airports and airlines alike are looking for ways to provide automated services that both give passengers control of their airport experience and reduce operational costs: 82% of airlines and nearly half of all international airports worldwide are planning to implement major initiatives over the next three years to bring the aviation industry in line with the information era. Beacon technology Some airports have already explored implementing beacon-based navigation services as limited-access proof-of-concept tests (e.g., proximity detection and location intelligence service, which provides accurate indoor location positioning represented by the standard blue dot on indoor maps comparable to those found on outdoor GPS devices).

the airport, their boarding gate distance and flight information while checking for changes in the boarding gate number or boarding time and sending notifications to the passengers. Technology and language barriers Language barriers are another common problem that passengers face, and they can now use augmented reality technology on their smartphones to overlay airport signage with the passenger’s preferred language. Unlike traditional translation engines, the translations are customized to fit the specific needs of passengers so they don’t have to deal with grammatically unusual translations. For airports and airlines to gain actionable insight on passenger behavior, they are increasingly looking towards Big Data analytics. Once enough historical data has been captured, spikes in demand for services can be anticipated, which allows airport to optimize operations and retailers to capture incremental sales with proximity marketing campaigns. Looking ahead, location intelligence is poised to fuel the transformation towards Airport 4.0 and become the driving force behind enhancing the passenger experience and improving operational efficiencies.

Passengers can search for airport amenities and be guided to their destination with traditional blue dot map navigation, or, if they tilt their phone up, augmented reality navigation will show the way, through elevators, escalators and floors. The service intelligently re-routes passengers if they take detours, and constantly monitors the time, the passengers’ location in 69


Industry Partner

Celebrating 70 years catering to the traveler By Erik Juul-Mortensen, President, Tax Free World Association

Seventy years ago, on the west coast of Ireland, one inspired idea led to the creation of what is now a global, multi-billion-dollar business. The duty free industry as we know it began at Shannon Airport in 1947 thanks to the vision of Dr. Brendan O’Regan and his team, who saw the potential in selling duty free goods to the trans-Atlantic passengers disembarking at Shannon while their aircraft were being refueled. The model created at the Shannon Free Zone has been replicated and developed to such an extent that today, duty free retail is vital to the health of the aviation industry, not to mention an integral part of the journey for millions of travelers worldwide. The value of retail to airports The modern duty free industry is more than just a revenue stream for airports, important though that is. For brands and retailers, an airport presence offers the opportunity to reach a very large, cosmopolitan, affluent pool of potential customers—the perfect shop window. For travelers, duty free shopping continues to offer the world’s best brands at great prices, and often products that can’t be found elsewhere. And for airports, the retail offer enhances and helps define the character of the location.

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According to market specialist Generation Research, the global duty free industry now generates around US$64 billion, of which airports account for well over half. Without that revenue, it would be even harder for airport owners to invest in much-needed facilities at a time of traffic growth all over the world. Duty free revenue has helped airports, airlines and other companies make the cost of travelling more affordable for millions of people across the world, especially in emerging markets.

A reason to celebrate: The 70th anniversary of duty free For these and many other reasons, we at Tax Free World Association (TFWA) believe that the 70th anniversary of the duty free industry is a landmark well worth celebrating. It offers us an opportunity to explain to travelers how the duty free purchases they make help airports to invest in the future, to create jobs for local people and to keep travel costs down. By communicating the benefits of duty free shopping, we want to

71


Industry Partner

help airports and store operators promote their retail offer to the traveller.

And we hope that it will be a worthy way to mark Dr. O’Regan’s legacy.

With this in mind, TFWA has created a visual campaign featuring original illustrations, based on six key messages around the signature, “Duty free & travel retail: part of the journey.” The visuals are intended for use by airports, retailers and other business partners around the world, with companies taking part invited to add their logo to the visual before deployment. We hope that the campaign will prove an attractive and effective means to convey a positive message about the contribution the duty free industry makes to the world of travel.

We invite ACI Members around the world to join us in celebrating 70 years of success.

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For more information on the campaign to celebrate 70 years of duty free, please contact John Rimmer at j.rimmer@tfwa.com.


2017

N PE O

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RE W O N

THE GLOBAL AIRPORT COMMERCIAL REVENUES CONFERENCE 1-3 November 2017 â&#x20AC;¢ Bangkok, Thailand Hosted by

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> Airport World 3, 2017 Now available online

ÂŽ

The magazine of the Airports Council International

In this issue Focus on: Global airport operators Airport report: Charlotte Douglas Special report: Investing in LaGuardia Plus: IT innovation, security & people matters

View the full magazine online Follow us on:

Published by:

www.airport-world.com


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ACI World Report - October 2017  

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

ACI World Report - October 2017  

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