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ARINC EMEA NEWSLETTER

DECEMBER 2009 - Vol.1

Integration at the borders Threat of terrorism, combating international organised crime, e-borders making their mark. Fighting fit at 80 ARINC in good health and ready to take on new challenges with new products and services. Keeping Vueling connected Continuing to support Vueling aviation IT services, providing ACARS and OpCenter. Converge & Engage 2010 Join us in Windsor (UK) at the Integrated Travel Technology Forum on 14th April 2010 and the ARINC Customer Meeting on 15th April 2010. Versatile HF datalink HF datalink emerged as an alternative to satcoms on many long-haul routes. Final Call ARINC installs AviaVox artificial voice system into Manchester Airport’s three terminals. Case Study Get more from your messaging with AviNet Mail, the Web-based industry-standard service.

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CONTENT | 01

In this issue

Dave Poltorak

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elcome to the inaugural edition of our ARINC EMEA quarterly newsletter - I hope you find the content both interesting and informative. Please feel free to forward this copy on to your colleagues and friends who might find it similarly interesting and who may wish to receive their own copy in the future.

We are also very pleased to announce that we will be working in collaboration with the well known aviation journalist Brendan Gallagher who has agreed to write a unique regular Industry Insight piece for this newsletter, sharing his thoughts and reflections on topical subjects each edition.

02 03 05 06 08 09 10 12 13

Industry Insight Integration at the border 80th Anniversary ARINC fighting fit at 80 Vueling ARINC keeps Vueling connected New Appointments Checking in ARINC Arrivals Events Converge 2010 & Engage 2010 News What’s happening? Product / Service Viable, versatile HF Datalink Case Study Get more from your messaging Final Call AviaVox artificial voice system Welcome to Brendan Gallagher, aviation journalist, who will be sharing his thoughts and reflections on topical industry subjects in our newsletters.

As you can see, in this issue we cover a wide variety of topics including Brendans' article on electronic borders so please let us know if you enjoyed this issue and if there are any other areas we can cover that are of particular interest to you. Email your comments to us at emea@arinc.com as well as any requests for inclusion on our newsletter mailing list. Enjoy!

Dave Poltorak Vice President & Managing Director (ARINC EMEA)

Brendan Gallagher

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INDUSTRY INSIGHT | 02

Industry Insight from Brendan Gallagher

Integration at the borders

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he threat of terrorism has brought extra urgency to the effort to implement electronic borders around the world. There are other drivers too – notably the need to control illegal immigration and combat international organised crime.

These imperatives have been evident for a long time now, and there's growing evidence that the emerging e-borders are beginning to make their mark. But benefits are also being felt in another arena, one that the policymakers and system designers may not necessarily have anticipated. In the middle of this decade ARINC supported the UK Border Agency's Project Semaphore, which set out to prove the concept of advance passenger information (API) to British satisfaction. During the trial period around 30 million passengers were processed, resulting in around 2,000 arrests for various infractions. The UK is now implementing a £1.2 billion operational programme and is finding that it is not only helping to shield the country from external threats but is also facilitating the arrest of home-grown defaulters and criminals.

serious crimes that included murder, kidnap, rape, assault and fraud. In one example, police arrested a man about to board a flight who was wanted for theft and burglary. A search of his house revealed the body of his partner and he was charged with murder. Also being caught in the electronic net are sex offenders who break their restrictions by travelling, and individuals evading fines or defaulting on child maintenance payments. Meantime, the system is meeting the primary requirement – identifying incoming undesirables so that they can be refused leave to enter the country, countering the smuggling of drugs and tobacco, and interdicting the use of forged passports. The e-borders systems that ARINC develops and integrates are playing a growing part in the campaign to keep terrorism at bay. It's possible to hope that one day that war might be won. But “ordinary” crime, affecting large numbers of people year in and year out, is a fact of life. In an unexpected but fortunate turn, electronic borders are helping to bring more and more criminals to justice.

The most recent figures show that since 2005 the new arrangements have led to more than 4,200 arrests for

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FIGHTING FIT AT 80 | 03

ARINC - fighting fit at 80

maintained our level of service to customers, who depend on us more than ever in times like these.”

As the end of its 80th year approaches, ARINC is in good health and more than ready to handle the challenges still posed by the global economic downturn.

In spite of the pressures, the company is planning for a postrecession world and resurgent demand for new products and services. “Our total R&D and infrastructure spending is on a par with what we did in the best of times,” says Poltorak. “We continue to build up the infrastructure for our established VHF, HF and satellite datalink services, for instance. We're expanding our ARINC Direct portfolio of value-added products for business aviation. And we go on adding to our messaging, airport and security offerings.” >>

“The past six months have been very difficult for aviation and we continue to face a fair number of challenges,” says Dave Poltorak, managing director of the company's UK-based Europe, Middle East and Africa operation. “But we have controlled our costs, found new business and

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FIGHTING FIT AT 80 | 04

ARINC EMEA's focus on advanced airport systems includes the new CUPPS (Common Use Passenger Processing Systems) international standard, and its own remote passenger processing offerings. CUPPS is an upgrade of the existing Common Use Terminal Equipment (CUTE) standard for agent-facing check-in and bag-drop provision at airports, and since mid-November, ARINC has had its CUPPS platform certified by the independent testing authority. Now implemented, it could also come to embrace the common-use self-service (CUSS) kiosks now being implemented in growing numbers. “The International Air Transport Association say that CUPPS ratification is likely to take another year,” says Poltorak. “Meantime, we have a fully compliant product ready to go.” ARINC already has early implementations of remote check-in and bag-drop provision in service at Las Vegas hotels and at Walt Disney World in Orlando, Florida. It is now working to introduce a pair of standardised products supported by Multi-Channel middleware installed at its Tulsa, Oklahoma, data centre to mediate between the remote locations and the airlines' own systems. Express Drop is about to be piloted at Tokyo Narita in preparation for commercial availability from the beginning of next year. Express Check is due for introduction by the end of the first quarter. Recent ARINC Direct initiatives include web-based Advance Passenger Information System (e-APIS) services for US business jet operators. The US authorities now require business operators to file pre–departure advance passenger information in the same way as the airlines. ARINC Direct recently launched a web-based service that allows operators to file passenger details for just $25 per flight. It also supports an “approved travellers” scheme for frequent business-jet fliers, who are expedited through customs and immigration on arrival. Monitoring and reporting of emissions under the European ETS is due to start at the beginning of next year, with the scheme coming into full force in 2012. “With our flight planning and other services we're well placed to provide the information that the operators will need to be compliant,” says Poltorak. “We're already working with customers on

things like the calculation of exact great-circle distances, which are needed to calculate the emissions produce by each flight.” As well as developing new products to meet the needs of a dynamic marketplace, ARINC EMEA has just introduced a new way of delivering its airport products. Earlier in October the division finalised its first channel partnership agreement, with Italian aviation electronics specialist A-ICE (Aviation-Information & Communications Engineering). The programme is designed to bring highly efficient check-in systems and other modern automation to mid-size and smaller airports and this agreement has already resulted in two contracts, covering vMUSE common-use check-in workstations for the airports at Verona and Brescia in northern Italy. By the time the candles are lit on its 81st birthday cake ARINC could have still more service and product innovations in the hands of its customers. These include Oi, the Inmarsat satellite-based onboard internet offering for air transport and business aviation; mobile APIS for transit passengers; and a European ETS compliance system for the airlines.

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VUELING | 05

ARINC keeps Vueling connected ARINC is supporting the Vueling as the low fare Spanish carrier's preferred service provider for aviation IT services. Both Vueling and the former Clickair, which came together in mid-July 2009 to create Spain's second largest airline, were ARINC customers. ARINC has supported Vueling's IT requirements since its creation in 2004, providing ACARS, Type B messaging and connectivity to Navitaire. In parallel, it supported Clickair in its early days, setting up a Navitaire system in record time, enabling Clickair to start selling tickets in summer 2006. As ARINC set about developing its VHF coverage in Spain, Vueling opened new routes in the country. Today ARINC covers 100% of Vueling's destinations in Spain. Vueling also uses ARINC's OpCenter which means that the airline can

integrate datalink within their operations. OpCenter is interconnected with other Vueling systems enabling real time automatic processing of the data sent and received by their aircraft. OpCenter is also interconnected with Iberia in order to forward maintenance data to Iberia's maintenance monitoring systems. ARINC is also providing datalink exclusively for the new Vueling 35-strong Airbus A320 fleet (Clickair used datalink from another provider) through an agreement with Iberia. “In the current global economic situation with heightened competition in Spain, especially in the low fare sector, airlines like Vueling need to watch their costs. ARINC is committed to working with them to offer cost effective solutions that enable them to increase their productivity and efficiency. Datalink is key to that because it helps to reduce manual processing improving airline operations and reducing aircraft turnaround times,� said Andy Hubbard, Head of Aviation Solutions at ARINC EMEA.

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NEW APPOINTMENTS | 06

Checking In Stefan Nicolov moves to ARINC Direct EMEA as Sales Manager, after one year working within the company's Airports Division where he had responsibility for UK, Russia and Croatia airport accounts. Prior to joining ARINC Stefan enjoyed 13 years in the airline industry, including seven years with Virgin Atlantic where he had the responsibility for weight and balance load planning. He then worked with Bulgaria Air for four years as Station Manager, a role that embraced overall supervision of the airline's UK arriving and departing flights. At ARINC Direct, Stefan is working alongside Business Manager James Hardie.

Andy Nicolson - ARINC EMEA is focusing on opportunities around a physical security business providing protection for critical infrastructure under the leadership of Andy, who joins as Security Business Development Director. Andy has held several roles in the high tech industry in his 20 year sales career, which followed 12 years' military service. He was previously VP of International Business Development at CMS and Steelbox Inc., providing focused security consultancy throughout EMEA. Prior to that he worked with Telindus, managing the Global Physical Security Solutions teams with a dedicated focus on Critical Infrastructure. In this role he was responsible for negotiating major systems contracts with International Airports, Seaports, Metros and Highway Operators.

Stefan Nicolov

Andy Nicolson

Andrew Priestley - supporting the Security Development focus as Business Development Director in the government and aviation security team is Andrew Priestley. He joined ARINC EMEA on 5th October from British Telecom, having held a variety of engineering management, sales and finance positions there. Andrew is based at ARINC's London Crawley facilities. Andrew Priestley Alex Gusmao is ARINC EMEA's new Head of Airport Sales. Passionate about merging technology and business benefits to customers, Alex started his working career as a software developer with Unisys. Strongly committed to project delivery and now with 18 years experience in ICT business development, he brings solid credibility and a strong track record to ARINC. Projects he has led include Air Malta outsourcing, Amadeus IT infrastructure, Airbus, Varig IT outsourcing and a contract with the Civil Aviation Authority and Pro-Amazon Federal Police. Alex joins ARINC from rival SITA where he was Regional Sales Director in Latin America from 1999 to 2002 and then in Southern and Central Europe from 2003 to 2008. In parallel with his working life in IT, in 1997 Alex launched one of the internet's first ever blogs, enabling a constructive interaction between consumers and companies. The initiative received media exposure and triggered positive changes in the marketplace for consumer handling services.

Alex Gusmao

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NEW APPOINTMENTS | 07

Lorna Purtell has joined the ARINC EMEA marketing team where she is focusing on marketing communications and event management. Lorna has a background in marketing IT & Telecommunications including experience with Hewlett Packard, Crane Telecommunications and TENET Technology where her responsibilities included marketing mapping solutions to customers in Defence, Security, Government and Utilities in UK, Europe and USA.

Richard Jones joined the ARINC AviNet Mail messaging sector in September 2009 as Account Manager for UK and Northern Europe. His background is in IT sales particularly into the recruitment industry as well as with CRM systems.

Lorna Purtell

Matt Saunders joined the ARINC EMEA marketing department in the summer, primarily to focus on data management and market research. Matt previously worked for a marketing consultant and has a broad Marketing IT background that includes database management, research and direct mail.

Hannah Clarke is our new receptionist and from 1st December, Hannah will be in charge of the ARINC reception area full time.

Richard Jones

Matt Saunders

Hannah Clarke

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EVENTS | 08

Wednesday APRIL 14th 2010

Thursday APRIL 15th 2010

Join us in Windsor in the UK at Converge 2010 - the integrated travel Technology forum - and stay for ARINC Engage, our Europe, Middle East and Africa (EMEA) Airports dedicated Customer event on Thursday 15th.

Engage with ARINC EMEA and help influence our offerings to you!

Please mark your calendar to attend Converge 2010, the Integrated Travel Technology Forum hosted by ARINC on Wednesday 14th April 2010 in Windsor, Near Heathrow in the UK. The ITT forum “Converge” reflects a broader 'boardroom' perspective of issues that impact aviation, airline, airport and other associated organisations and creates an open forum which stimulates lively and interactive debate and opinion around these important topics. Further details of agenda, topics and our range of speakers will follow in early 2010.

Engage 2010 – get up close and personal with ARINC EMEA and let us show you how our solutions can benefit you, in your own specific environment and for your own particular operations.

- Talk to ARINC experts - Get new insights More details of agenda, topics and our range of presentations will follow in early 2010. Join us at our welcome reception on the evening of Tuesday 13th April and enjoy industry insights and debate on Wednesday 14th followed by details of ARINC specific solutions and technology on Thursday 15th April. If you have any particular topics that you would like to see covered at either of these events please email us at emea@arinc.com. We look forward to meeting you there!

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NEWS | 09

What’s happening? Rome, Italy-based A-ICE (Aviation-Information & Communications Engineering), a leading Italian specialist in aviation electronic systems is the first alliance partner to join ARINC EMEA's new Channel Partner program, created to offer highly efficient check in systems and other modern automation for regional and small airports. ARINC is teaming with experienced IT firms and systems integrators to market and deliver the company's industryleading passenger systems to hundreds of smaller airports across Europe, the Middle East, and Africa. The company has identified dozens of smaller airports that are presently under-served with passenger technology.

ARINC has partnered with InFlight Productions (IFP), the specialist audio video on demand (AVOD) services provider, to launch a “live content” capability to its next-generation OiTM Onboard Internet Service, which takes advantage of the increased bandwidth available to In-Flight Entertainment, thanks to the advent of SwiftBroadband from Inmarsat. With the interactive capability of Oi, passengers may use their own laptops or the airline's IFE system to surf the Internet, listen to and watch podcasts, and to keep up to date with the latest sports and global news. Oi empowers passengers with the ability to send important e-mails and keep in touch with friends, family and colleagues at any time during their flight. Oi is fully customisable by each airline, allowing carriers to build differentiated In-Flight Entertainment services for a better customer experience. The flexible Oi offerings can include combinations of free and paid content. In addition, airlines can explore a range of passenger payment options including credit cards. The flexibility of Oi gives airlines the full benefit of a high quality, optimal IFE experience for their passengers.

Representatives from ARINC EMEA, led by Colette Parks, head of Satellite Communications, demonstrated its next-generation OiTM Onboard Internet Service, featuring interactive In Flight Entertainment (IFE) capabilities, at last month's 30th annual World Airline Entertainment Association (WAEA) in Palm Springs, California. They also took the offering to Asian Aerospace 2009 in Hong Kong where interest has been extremely positive among several serviceoriented carriers.

ARINC's partnership with IFP allows it to offer IFP's global content, for example access to Indian movies and TV in several languages, with IFP responsible for collating and managing all Oi content as well as creating the Graphical User Interface for Oi through IFP sister company, 28Designs. IFP is also providing technical support for Oi through its global office network in London, Dubai, Singapore, Los Angeles, Montreal, Auckland, Germany, Amsterdam and a representative office in Beijing.

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PRODUCT / SERVICE | 10

Viable, versatile HF datalink Once upon a time, high-frequency (HF) radio was a thing of wonder, the miracle technology that allowed Marconi to introduce practical trans-ocean wireless nearly a century ago. It reached its zenith in the 1950s, before the advent of satellite communications. But since then it's had a lot of bad press. Unreliable, cumbersome, labourintensive – HF has had its day, say the critics.

W

ell, here's a message loud and clear for the critics. HF datalink (HFDL) for air transport is alive and well and has emerged as a real alternative to satcoms on many long-haul routes. Less well understood is its ability to stand in for VHF on short-haul and regional aircraft in areas where it's hard to make a

business case for the necessary ground stations, as is often the case in the developing world and the further reaches of countries like Australia and Canada. HFDL has been available to the airlines for just over a decade. In that time usage has grown by an average of 20 per cent a year. More than 60 airlines with 1,200 >>

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PRODUCT / SERVICE | 11

aircraft equipped send a million messages a month. Growing numbers of new aircraft are being built with HFDL available as an option, and more airlines than ever are specifying it.

comes to crew workload, the radios cope with varying propagation conditions by automatically scanning for and selecting the best frequency to use at any given time.

Along with VHF and satcoms, HFDL is part of the GLOBALink portfolio of services that ARINC offers to support access to industry-standard ACARS air-to-ground data communications. The company was the first to offer HFDL service, and is still the only provider with global coverage and that's one of the great strengths of this technology.

These flexible, intelligent airborne systems are supported by a ground network with plenty of capacity to accommodate future traffic growth and the resilience to cope with the natural hazards that can affect HF propagation.

VHF datalink is very effective over line-of-sight ranges in continental airspace. But it's physically impossible to place the relay stations on the oceans or in wildernesses like the poles and Siberia. Geostationary satellite systems like Inmarsat provide round-the-world coverage but can't reach the poles. Iridium's low-Earth-orbit satellites overfly the poles but the system has yet to win broad air transport industry acceptance. Only HFDL can offer a combination of global coverage and a significant installed base. The ARINC HFDL service owes its reach to a network of 15 ground stations embracing most of the Earth's surface – around 168 million square miles, including both poles – and with overlapping coverage zones to provide a high degree of service continuity in the event of a station outage. In fact so far this year the system has displayed 100 per cent availability – a reflection of ARINC's continued investment in the infrastructure and long-term commitment to making the service available. With its over-the-horizon abilities depending on refraction from the notoriously variable ionosphere, HF radio has a past history of unreliability. If conditions weren't right, an airborne radio operator might try time and again and still not get through. Modern digital signal processing has changed all that. Recent software innovations in the HFDL radios offered by avionics market leaders Honeywell and Collins mean that message success rates are comparable with those of the VHF and Inmarsat satellite datalink services. And when it

The network design allows for up to four channels per ground station. At present 13 out of the 15 installations are using just two each, while the remaining two stations have three in operation. Traffic load is constantly monitored and additional capacity can be added as required. As a technology HFDL is intrinsically less vulnerable than HF voice to disruption from solar storms. Because it needs less than half as much bandwidth, it can remain usable at times when HF voice won't work, as was the case during the Halloween solar storm of 2003. These are some of the strengths that have made HFDL a standard medium for the support of long-haul operations all over the world. But there is also a compelling case for its use in short-haul and regional operations into areas where VHF datalink is not available. In exchange for a comparatively modest investment in HFDL equipment and service, the carriers could enjoy the cost savings and operational efficiencies already proved in the VHF domain. All that's missing now is HFDL equipment optimised for the narrowbodies, regional jets and turboprops. And that will surely be forthcoming when the carriers signal their broad commitment to HFDL by, for instance, specifying datalink capability for the mandatory HF voice installations on new aircraft destined to fly oceanic routes. Rumours of the decline of HF have been greatly exaggerated. HF datalink is delivering the goods every day on the intercontinental routes – now it's ready to fill the gaps in datalink coverage that affect the bottom lines of shorthaul and regional carriers.

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FINAL CALL | 12

Final Call ARINC has just completed a project to install the AviaVox artificial voice system, an intelligent announcement system, into Manchester Airport's three terminals.

T

he system is configured to make automated 'final call' announcements over the airport's public address system. These are generated through an interface with the Airport Operational Database (AODB) which stores data for all operational areas. The data feed from the AODB sends the flight number, destination and airline name - from which the system automatically generates a 'final call' message over the airport's public address system in the targeted airside zones.

each aircraft's destination, allowing the final call announcement to be made in that country's language as well as English. The system at Manchester was also configured to make automated Remembrance Day announcements on 11 November - giving advance warning of the 11am twominute silence and then marking its end.

The announcements are created artificially using state-ofthe-art technology designed to produce a quality of speech that, while indistinguishable from a human voice, is extremely clear - making it easier to understand, especially for non-native speakers.

"The installation of the AviaVox final call system went ahead with the minimal operational impact and it's introduction has been welcomed by our customer Airlines and service partners. It provides a professional, consistent final call message and reduces the need for manual calls by our Customer Services staff". - Deena Howard, Terminal Manager T2, Manchester Airport.

Since announcements can be made in a large number of languages the system is designed to automatically detect

ARINC has also previously installed the AviaVox artificial voice system at Heathrow.

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CASE STUDY | 13

Case Study - Get more from your messaging At first sight, Manches Aviation and Servisair don't have much in common apart from their involvement in air transport. The first is a small London-based aircraft charter broker, the second one of the world's leading ground handlers, with stations all over Europe and North America. But a closer look reveals that they both depend heavily on messaging services, and they have recently turned to ARINC to meet their needs.

A

viNet Mail is the web-based face of ARINC's industry-standard Type B messaging service. In a recent survey of nearly 200 users no fewer than 72 per cent said they were very satisfied with AviNet Mail, more than 60 per cent reported that their Type B bills had fallen after they moved over, and nearly all of them said they would be glad to recommend the service to others. Amongst these happy customers is Norman Manches, Managing Director of Manches Aviation, and Mike Williams, Servisair's Manchester-based manager of Operations Support for airport passenger systems. “We moved to AviNet Mail this August and we use it primarily for monitoring the departures and arrivals of the charter

flights that we are involved with,” says Manches. “We receive movement messages from airline handling agents all over the world, and particularly in relation to routes between the UK and Egypt, which account for a large part of our volume.” Effortless integration with everyday email, big cost savings and effective customer support – for Norman Manches these are the top three strengths of AviNet Mail. “One of the clever things about it is the ability to receive all your Type B messages through any regular email programme,” he says. “This is an absolute boon for a small business whose primary use of the service is for receiving messages. You can go into your mailbox from any Internet connection anywhere in the world, and you can set up >>

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CASE STUDY | 14

closely and will be dealt with efficiently and quickly,” he says. “ARINC provides us with prompt and effective support.” The company started trialling AviNet Mail at Edinburgh Airport at the beginning of the year and has now implemented it in another four or five locations, including London Gatwick, Liverpool and Newcastle. “Ultimately we'll have it at pretty much all of the airports in the country,” says Williams. “The intention is to replace all our current messaging infrastructure with AviNet Mail.” Servisair uses AviNet Mail for a wide variety of functions passenger handling, operations, load control - in relation to the flights that it handles. “Pre-flight we get passenger lists from the airline, plus details of any special requirements for catering or wheelchair assistance,” Williams says. “When the flight has gone we tell the airline things like who actually checked in, and the time of the departure.”

your BlackBerry or other wireless handheld to receive your messages automatically.” Manches estimates that AviNet Mail saves him 20-25 per cent in messaging costs compared with the service he used before. Not being charged for incoming messages makes a big difference, he says. “We receive a lot of messages from handling agents – between two and five hundred a day – and only a quarter of them are relevant to our business. The last thing we want is to have to pay for the equivalent of junk mail.” If an issue does arise with the service, Manches is just a local call away from his UK-based account manager. “In my experience, it's difficult to resolve technical problems by talking on the phone to someone thousands of miles away, however willing and intelligent that person might be,” he comments. “At the most basic level, there can be problems of English pronunciation – either the operator doesn't understand your explanation of the problem, or you don't understand the solution being offered.” Quality of support also matters to Servisair's Mike Williams. “If you have a problem or you're ordering new connections, you just have a feeling that the matter's being looked at

With its multiple stations and multitude of flights handled every day, Servisair in the UK is a heavy user of messaging and is starting to benefit correspondingly from its switch to ARINC. “In the past it has proved very difficult to keep track of all the connections we've got in all the airports,” explains Williams. “If you're not careful you can end up being charged for hundreds of redundant circuits. ARINC has really helped us to understand our existing infrastructure and identify where we might be wasting money.” Cash flow is also being helped by ARINC's readiness to support Servisair with its billing of customers. “In an ideal world we should be able to charge each airline for each message we send on its behalf,” says Williams. “Before, this proved difficult to achieve. But now ARINC is facilitating accurate charges to the airlines.” All in all, says Williams, Servisair is on track to cut its messaging costs by around 40 per cent as a result of moving to AviNet Mail. With his four-man operation, Norman Manches doesn't stand to save anywhere near as much money as a giant like Servisair. But he shares the bigger company's enthusiasm for ARINC AviNet Mail. “We're getting at least as much functionality as we had before, plus cost savings, plus increased flexibility,” he concludes. “So far this has proved to be a very positive move for us.”

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