ACI WORLD REPORT Get to know your Punta Cana International Airport p8 - Airports Council International
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ACI WORLD
REPORT
News and events from the voice of the world’s airports
Get to know your Punta Cana
International Airport p8
1
DECEMBER 2018 www.aci.aero
Contents
4 AIRPORTS COUNCIL
INTERNATIONAL
ACI’s regional offices
6 MESSAGE FROM
ANGELA GITTENS
8
FEATURE AIRPORT 24
Get to know your Punta
Cana International Airport
GLOBAL TRAINING SECURITY
12 IAP Reaccreditation 22 NEXTT on the agenda
Programme to launch
January 2019 IT & FACILITATION
26 Highlights from the
MOODIE REPORT Fourteenth Symposium
16 In celebration of airports. How and Exhibition on the ICAO
to get involved in a new charity Traveller Identification
publication celebrating airports Programme (TRIP)
SAFETY 30 ACI’s involvement with
18 ACI represents Airports the World Travel & Tourism
at the ICAO Thirteenth Air Council in the Seamless
Navigation Conference Traveller Journey
20 ACI represents Airports AIRPORT SERVICE QUALITY
at the ICAO Thirteenth Air 32 Meeting the Experiential
Navigation Conference Demands of Travellers
34 Be the best airport in
customer experience in
both departures and arrivals
ECONOMICS
38 Highlights from the ACI
World Airport Traffic Forecasts
(WATF) 2018–2040
40 Middle Eastern traffic
– Diplomatic tensions strain the
region’s largest aviation markets
16
ENVIRONMENT
46 Amsterdam Schiphol
Airport is combating wildlife
trafficking
GLOBAL TRAINING
50 Building airport excellence
in people, safety, security,
environment and so much
more!
54 Global Training is pleased
to shine a light on our very
first Airport Security Diploma
22
recipient, Mariola Ziolkowski
56 Photo Gallery
72 Training course calendar
ACI GLOBAL Editors
TRAINING MAP
74 Featured GT courses Angelika Joachimowicz
Manager, Digital Projects
76 WORLD BUSINESS PARTNERS ajoachimowicz@aci.aero
Airports Council
International
ACI’s Regional Offices
ACI North America ACI Africa ACI Europe
Washington, DC Casablanca Brussels
USA ACI Latin America Morocco Belgium
and Caribbean ACI Asia-Pacific
Panama City Hong Kong
Republic of Panama China
4
Message from the Director General
World Report
Message from the Director
General Angela Gittens
Amazing that this year is coming to a close already.
ACI has been so busy that time has just flown by.
It`s worth having a brief recapitulation of some
of our achievements and to thank our Members,
governmental and industry partners as well as
the flying public and shippers who make our work
possible. ACI World and Regions align our plans and
efforts to bring the best service to our Members
and move our industry forward, at national, regional
and global levels.
We continue with our drive for data-driven decision-
making and saw the fruits of our labor with the
most significant amendment to Annex 14 in living
memory that went into effect last month. Based on
years of data, it provides for airports to increase their
capacity for accommodation of large aircraft with
no diminution of safety. Our colleague experts on
the Air Navigation Commission at the International shared but this will develop into a beneficial tool to
Civil Aviation Organisation (ICAO) recommended create a quality safety culture and will be important
the amendment to the ICAO Council which gave for identifying vulnerabilities that we, ICAO and
its approval. With the inexorable growth of traffic in industry partners can address.
every region of the world, finding ways to efficiently
and safely increase capacity is a priority for us all. Similarly, the Safety and Technical Standing
Committee developed a template ground
In the future we will have more data since the ACI handling license agreement for airports to use
World Governing Board tasked the World Safety in conformance with the ground handling policy
and Technical Standing Committee with piloting the adopted by the ACI Assembly. Being proactive and
collection of safety data and ultimately approved collaboration across all sectors is what has created
a programme for ACI to collect safety data from the impressive safety record of our industry. We
its Members. No individual airport data will be are proud to take large steps in that direction.
6
While safety stays uppermost in our mind, we do this year, with Quito, Ecuador and Adisumarmo,
not neglect our key customer, the airline passenger. Indonesia as the first and second reviews. For all
Airports have demonstrated their commitment to of the APEX disciplines, we encourage airports
delivering excellence in the customer experience to include their regulators in an open, candid, but
as we have seen in the uptake of the Airport “friendly” opportunity to not only review regulatory
Service Quality (ASQ) programme by airports and compliance but strive for best practice.
the improvement in the level of satisfaction with
airport facilities and services by passengers. The As businesses that must safeguard safety and
programme provides valuable insight for each security, be effective stewards of their environs,
airport and the wealth of data ACI has garnered deliver a high quality of customer service, attract
from the programme has enable us to provide and retain air service for their community, and
useful information on factors influencing customer generate enough income to maintain and develop
perceptions. As well, ACI produced an updated the infrastructure to accommodate growth, and be
Handbook on the accommodation of persons with resilient and adaptive to climate change and other
disabilities so that airports can make it easier for all disruptions, airports need to leverage technology to
passengers to use their facilities with comfort. The solve business problems and create opportunities
growth in passenger numbers will include persons for improved performance. ACI has developed a
with mobility challenges, whatever the cause, and series of projects to help in this direction, including
airports will be ready to serve them. ACRIS, the airport beacons registry, the digital
transformation Handbook, the upcoming API
With the growth in our dynamic industry, ACI has platform and is engaged in the NEXTT programme.
focussed on bringing training solutions to all airports, You will hear much more about this in the coming
large and small, in every region. Today`s airports are months as we, along with the International Airport
businesses in their own right and require capability Transport Association (IATA), look for innovations for
in an enormous range of disciplines. Safety of passenger, baggage, cargo and aircraft processing.
course is our bedrock and our largest curriculum and
student volume but we have increased our offer in To help our Members navigate the vast array of
security, finance, customer service, management, products and services ACI has to offer, I draw
business, environmental management, air service your attention to the first edition of the Portfolio
development and cyber security. And we continue of Products and Services publication. This edition
to offer the flexibility of on-line, classroom and only refers to ACI World items but future editions
in-house delivery, with more offerings in French and will include the many offerings of each ACI Region
Spanish. In line with our policy of “No Airport Left as well as the Airport Carbon Accreditation
Behind,” many courses are free, particularly as part programme, which is operated by ACI EUROPE but
of the follow-up from an Airport Excellence (APEX) available to airports in all regions.
in Safety or Security peer review.
The APEX programme, where the community of
airports comes to life, added the Security component
last year and piloted the Environmental component
7
Feature airport Get to know your Punta Cana International Airport 8
The Punta Cana International airport opened
its doors in 1983. This airport is the gate to fly
direct to paradise. Located in the eastern part of
Dominican Republic, it is the leading airport for
travel to the Dominican Republic with convenient
direct flights arriving daily from around the world. It
has been the fastest growing airport in the region,
having 2 terminals and now we are planning the
construction of adding our third terminal.
The first year of operation the airport received
2,500 passengers, today the airport manages 7.8
million passengers every year. During the 70’s,
the whole area of what is now Punta Cana, had
only 20 hotel rooms. Today, there are more than
45,000 indicators that show how this airport
has built and turned this area in one of the main
tourist destinations.
9
Feature airport Punta Cana International Airport manages more than 67% of Dominican flights, connecting the country with more than 98 cities in 28 different countries and giving all airlines the facilities needed to have an efficient operation. The airport offers 2 runways, 27 gates, 30 aircraft parking, 3 VIP lounges, 1 pool with view to the runway, VIP Terminal, FBO Terminal and a cargo Hub operation. Also for the convenience of the passengers, the airport offers E-Gates, Bag tag Printers, EDS machines, VIP services app application, 45 commercial stores and soon to come a preclearance for US citizens. 10
The vision of the airport is to provide passengers
the best experience throughout the entire
passenger journey, start to finish. Punta Cana
International airport continues to be the main
developer in the area providing 500 direct
employees and 7,000 indirect.
——————————————————————
For more information visit the website.
11Global Training
IAP Reaccreditation
Programme to launch
January 2019
In 2007, ACI and the ICAO established a formal In light of this challenge, the AMPAP Steering
partnership to provide accessible, affordable Committee, with the support of the IAP
and universally available specialized airport Community of Practice Board, has approved the
management training to the worldwide airport IAP Reaccreditation Programme, referred to as
community through the Global ACI-ICAO the “IAP +”.
Airport Management Professional Accreditation
Programme (AMPAP). Successful graduates of IAP +
the programme were to awarded the designation
of International Airport Professional (IAP). This reaccreditation programme is designed to
encourage current AMPAP graduates to pursue a
The aim of AMPAP is to develop a new generation path of continuous improvement and excellence.
of airport leaders in all functional areas of the The programme will recognize their activities in
airport business and promote the adherence to keeping current on policies, standards, processes
the highest professional standards and effective and challenges and developing strategies and
sharing of best managerial practices, in a cross- solutions to address emerging issues.
cultural, highly interactive environment.
AMPAP has established a large networks of global
The airport industry has recognized the importance airport executives that share ideas, innovations,
of AMPAP as airports seek to ensure that their solutions and insights on the challenges and
management teams have the professional opportunities that airport managers face daily
background and acumen to address the dynamic or that they may need to plan for in the future.
changes within the aviation sector. To date, there are 895 AMPAP graduates, IAP’s
and Associates, and a further 1,500 students
The future of aviation from 118 countries have been registered in the
programme.
As aviation grows and evolves, the airport
management team will need to adapt to acquire
new competencies, embrace innovation and
develop new expertise to effectively address
these changes.
12As stated by the Director General, “Airports are critical engines
Ms. Angela Gittens, “launched in of global connectivity and the
2007, this programme has become significant local economic growth
the globally recognized and which results from it,” said Dr. Fang
respected curriculum for career Liu, ICAO’s Secretary General.
development and excellence for “They also generate important
airport executives. We continue revenues for governments to
to update and expand our re-invest, and their combined
curriculum offering to meet the sustainability impacts highlight
rigorous demands for expertise the importance of keeping airport
in airport management.” decision-makers fully up-to-date
13Global Training
on the latest management best The objectives of AMPAP for airport executives are:
practices in our rapidly growing
and constantly innovating sector.” 1. Increase the professional knowledge
and capability of airport management
personnel worldwide in order
“The members of the AMPAP to improve the performance of
airports in their core missions (safety,
Community of Practice are excited
security, efficiency, quality, social/
about this latest enhancement to environmental responsibility, etc.);
2. Encourage the adherence to uniform
the global accreditation program; standards and awareness of best
it establishes a means and practices at the world’s airports;
3. Promote the recognition of
methods for those who have professional excellence in airport
management; and,
invested resources into graduating 4. Expand communication among
from the program to continue to airport executives globally to
optimize knowledge sharing among
improve their skills,” said Robert the world’s airports.
Kennedy, IAP Community of
Practice (CoP) Chair.
To further build an international network of airport
We are happy to announce that the official launch executives, graduates of AMPAP have created the
of the IAP reaccreditation is scheduled for January IAP CoP, through which alumni and IAP students
1, 2019. I want to encourage all IAP graduates can share knowledge and experience.
to enrol in the IAP + programme which will
demonstrate their commitment to enhancing their Students that have successfully completed
professional knowledge, skills and capabilities in the programme will earn the IAP designation
the field of airport management. recognized by ACI and ICAO, completing the
rigorous standards with expertise in the field of
airport management.
Visit our website and learn more about the IAP
Reaccreditation Programme.
14International Airport Professional
Reaccreditation Programme
Beginning 1 January 2019, the ACI/ICAO IAP
designation for airport professionals will
introduce a new way to stay current in the
aviation industry.
Leaders with impact Whether you take a course, give a speech or teach a seminar,
each activity can gain you points and earn you the IAP+.
IAP + demonstrates an ongoing commitment
from graduates who continue to master areas
within the airport community.
Be a leader with impact
contribute to the development
of the airport industry
ts
in
5
o
Join the synergy
1 00 P
gain new perspectives and
insights with like minds
YEARS
Get recognition of
professional excellence
Learn more about IAP+ and join today!
aci.aero/IAPplusMoodie Report
In celebration of airports How
to get involved in a new charity
publication celebrating airports
To honour the wonderful world of airports and all • cultural, an art display, aviation museum or
they stand for and contribute to mankind, a special the like)
pictorial edition of The Moodie Davitt e-Zine will • operational, of runways, ATC tower, terminal
be produced for a hypothetical International buildings, aprons or the like, or
Airports Day. • people, staff or passenger related.
To help produce this, airport companies around The date that has been chosen as this hypothetical
the world are encouraged to supply a single International Airports Day is 17 December – the
great high-resolution image that they think anniversary of the day (in 1903) that Wilbur and
encapsulates something unique, memorable or Orville Wright made their first flights at Kitty
indicative about their airport, together with very Hawk in the USA with their first powered aircraft.
short explanatory text.
The Wright brothers had invented the first
The content can be: successful airplane and the aviation sector has
never looked back since.
• commercial, for example, shopping, dining or
advertising Contributions should be sent to:
Martin@MoodieDavittReport.com
16SAFETY AND OPERATIONS PUBLICATIONS
To order a publication from Airports Council International (ACI):
publications@aci.aero www.aci.aero/Publications +1 514 373-1243
17Safety
ACI represents Airports
at the ICAO Thirteenth Air
Navigation Conference
By RC Raman, Manager Airport Safety and Operations
ACI presented five working papers at the ICAO standard procedures for operations, airport
Thirteenth Air Navigation Conference held in collaborative decision-making (A-CDM),
Montréal from 9 to 19 October 2018, which total airport management (TAM) and use
was attended by 1,213 delegates nominated of new technologies such as aircraft with
by 116 Member States and 37 international folding wing tips as well as the safe use of
organizations. The theme of the Conference was drones for aerodrome operational support
“From Development to Implementation.” The in the inspection of movement areas and
discussions took place in two committees, the wildlife management. The Conference noted
Air Navigation Committee (Committee A) and the that aerodrome operators of States are
Safety Committee (Committee B). encouraged by ACI to request assistance to
address issues of concern.
Committee A discussed the challenges and
initiatives related to aerodrome capacity and • Cyber resilience highlighted ACI initiatives
efficiency in light of the forecast for doubling of to ensure cyber resilience from an
traffic in the next fifteen years in both passenger airport perspective. States recognized
volume and aircraft movements. It highlighted the recommendation from this paper
areas in which States, ICAO and industry should that an expert group should develop a
increase their efforts to implement strategic trust framework that should be practical,
objectives in the Global Air Navigation Plan (Doc efficient, flexible and effective for all parties.
9750, GANP).
• New Experience Travel Technologies
ACI presented the following working papers, (NEXTT), a joint paper with IATA, introduced
which were discussed and supported by States: ACI and IATA initiatives on the transport of
passengers, baggage and cargo to benefit from
• Aerodrome operations, capacity and the latest technological developments and
efficiency shared ACI initiatives to enhance enhance aerodrome capacity through better
aerodrome capacity and efficiency including efficiency and predictability of operations. The
aerodrome certification, airport planning, Conference noted the work being undertaken
18by IATA and ACI in this respect and that one • Airport Excellence (APEX) in Safety
emphasis of NEXTT was on automating the presented the progress of this programme
exchange of data. which the Conference noted along with the
need for States to support the participation
Committee B discussed organizational safety of national airport operators and expressed
issues, operational safety risks and emerging support for States to look favourably on peer-
safety issues. The Conference agreed on the to-peer assistance to airports on operational
need to continue implementation efforts under safety management and facilitating compliance
the umbrella of the Global Aviation Safety with regulations.
Plan (Doc 10004, GASP), focusing on safety
performance, regional mechanisms, safety The conference agenda included a wide array of
risk management and national/regional safety issues such as the next edition of the Global Air
planning. ACI presented two papers on: Navigation Plan; future provision of aeronautical
meteorological services; system-wide information
• Aerodrome safety elucidated ACI activities management; trajectory-based operations; air
and initiatives related to runway safety, safety traffic flow management; civil/military cooperation;
data, SMS implementation and aerodrome operations above Flight Level 600; operations
certification. The paper expressed support below 1000 feet; and remotely piloted aircraft
for ICAO activities and strategic objectives system (RPAS), among others.
on safety, and discussed emerging issues in
relation to aerodrome safety, notably the use of The Conference agreed on a total of 52
lasers and drones in the vicinity of aerodromes. recommendations which will be submitted for
The Conference noted and supported the approval to the ICAO Council for subsequent
information highlighted in the paper and endorsement by the 40th Session of the
acknowledged the valuable contribution of Assembly in 2019.
the presented activities to aerodrome safety.
19Safety
Assessment and reporting
of runway surface conditions
By Alexis Clinet, Airport Operations Officer, ICAO
Runway accidents, notably runway excursions, the runway. This evaluation should be performed
remain one of aviation’s highest safety risk by trained runway assessors.
categories. Among the top contributing factors
are poor braking action due to contaminated The outcome of the evaluation and associated
runways combined with shortfalls in the accuracy RWYCC are then used to complete a standard
and timeliness of runway surface conditions. As a report called the Runway Condition Report (RCR)
consequence, ICAO has called for the widespread which is forwarded to air traffic services and the
deployment of its new methodology for assessing aeronautical information services for dissemination.
and reporting runway surface conditions.
Another important element of the GRF is a
This new methodology, commonly known as process that enables a pilot to provide their own
the Global Reporting Format (GRF), will become observations confirming the RWYCC, providing
applicable in 5 November 2020. The GRF targets an alert of deteriorating (or improving) conditions
the standardized reporting of runway surface based upon their own experience of actual
conditions on wet and contaminated runways, braking action or lateral control. A corresponding
the impact of which is directly correlated with an mechanism for the airport operator to downgrade
aircraft’s performance, enabling a better flight crew (or upgrade) the RWYCC on the basis such reports
prediction of take-off and landing performance as therefore incorporated into the GRF.
well as an improved situation awareness.
The importance of a global and harmonized
The GRF is intended to cover conditions found in implementation of this new methodology should
all climates and it provides a means for aerodrome not be underestimated. To help address this need
operators to rapidly and correctly assess runway a joint ICAO/ACI symposium will be hosted in
surface conditions, whether they are exposed to Montreal 26 to 28 March 2019, to register visit
wet runway conditions, snow, slush, ice or frost. the website. The principal objectives of this
It is designed to tackle rapidly changing weather event will be to ensure international awareness
conditions such as those experienced during winter and knowledge of the GRF, including the training
or in tropical climates, when timely decisions required and resources available. This symposium
may be required. It comprises an evaluation will be followed-up by regional seminars focussing
of a runway through human observation and a on local stakeholders and regional particularities
consequent assignment of a Runway Condition such as weather conditions, airport characteristics
Code (RWYCC). This code is complemented by and stakeholder expectations. These regional
a description of the surface contaminant based seminars will take place between March 2019 and
upon its type, depth and coverage for each third of November 2020.
20ICAO/ACI Symposium on Implementation
of the New Global Reporting Format for Runway
Surface Conditions (GRF2019)
26-28 March 2019, duration 2.5 days, at ICAO HQ, Montréal, Canada.
www.icao.int/Meetings/grf2019
21Security NEXTT on the agenda ACI World’s security, facilitation and IT director, Nina Brooks, tells us more about how the New Experience Travel Technologies (NEXTT) initiative can help shape the future of air travel. By Stephen Saunders, Advisor NEXTT, ACI World 22
Aviation is on a journey towards a healthy and An initiative, by definition, is an introductory
sustainable future. Air travel is as popular as ever, step or leading action, and, in this case, it is
and the recent release of ACI World’s World Airport leading us to acknowledge that the digital age is
Traffic Report reveals that all regions around the transforming our industry and will have a major
world experienced growth and collectively saw a impact on our future.
7.5% increase in passenger numbers compared
to the year prior. It is with this understanding that the NEXTT
conversation has started to form around three
This growth trajectory has no signs of slowing emerging themes – off-airport activities, advanced
down and new forms of transport are beginning processing and interactive decision making.
to take shape which is increasing the pressure on
this century old industry to innovate and create. Each of these themes has taken on a unique
form across the world of aviation and is creating
But like all successful journeys, an intended promising results offering a glimpse into the
heading is necessary at the onset. ACI and the future. Though these topics give us a great place
International Air Transport Association (IATA) to start, NEXTT is exploring much more and is
have partnered to help set the course of this embracing new and emerging technologies.
journey through industry collaboration and have
created the New Experience Travel Technologies Digital transformation seeks to find a seamless
(NEXTT) initiative. flow through the airport by integrating systems
and services, including those provided by all
Anyone who is passionate about creating a future partners such as airlines, security, customs,
vision of air transport is invited to engage in this concessions, ground handlers and air navigation
journey and offer their insight and expertise. service providers.
The intent of this article is to provide a better Today’s technologies can enable airports to do
understanding of the current framework and something that was unimaginable just a few
ideas that have been driving NEXTT over the last years ago – deliver personalised and individual
year and a half. service to millions of passengers.
NEXTT defined in today’s digital world Consumer demands for great experiences
enabled by digitalisation are forcing businesses
Holistically, NEXTT isn’t a project and won’t in all sectors to reevaluate their strategies and
create a product to be deployed to the masses. approach digital transformation in a new way and
It also isn’t a standard on its own or even a aviation is no different.
recommended practice to follow promising
success. It is, however, an initiative that Emerging themes of NEXTT
allows us to challenge the ways in which we
operate today and to create a new journey As mentioned, NEXTT has seen three themes that
framework meeting the demands of tomorrow. continually drive discussion about reimagining
23Security
the travel journey. The first, off-airport activities, The second theme, advanced processing, is
is bringing the travel journey to the passenger automating often hidden but critically important
by taking the physical airport campus and its tasks of an airport operation. Examples include
accompanying processes into the communities autonomous vehicles and robotics on the airfield,
and in some instances, the homes of passengers. and automated passenger identity management.
Airports and airlines find value by addressing Each of these helps maintain a safe space for all
terminal capacity concerns and bringing stakeholders to benefit from an efficient operation.
added convenience and satisfaction to their
mutual customer. The last theme is interactive decision-making and
the ability for airport and airlines to be proactive
instead of reactive. This vital process is linking
24everything together with trusted, real-time data Join the conversation by showcasing how you are
throughout the journey. embracing the future by leveraging technology.
NEXTT is actively seeking case studies and
The use of predictive modelling and artificial industry trials that are testing new ways to
intelligence will enable swifter real-time imagine the air transport experience. Let’s answer
decisions using a wider array of data than could this question together, what does the future hold
be performed by any human. for air travel?
Next for NEXTT: How to engage
Join the discussion!
There are already many projects and initiatives
underway at ACI, IATA and, more broadly, in Twitter: #NEXTTjourney
the industry that are piloting or implementing LinkedIn: Search for the ‘
these concepts. New Experience Travel
Technologies’ group
NEXTT brings together these findings into a
single vision, ensuring that we are all steering
in the same direction and can share innovations
and findings between all aspects of the business,
whether dealing with passengers, bags, cargo or
the aircraft itself.
The desire to innovate within aviation is apparent
and can be quickly measured by the level of
interest in NEXTT across industry and non-
industry experts. Over a thousand participants
have joined our last three webinars that have
provided a useful platform to further expand on the
emerging themes and foster useful discussion.
These webinars are part of an ongoing series and
can be streamed on-demand or viewed live on
their publication date.
Additionally, workshops and innovation boot
camps have all formed around the NEXTT desire
to build the journey of the future.
25IT & Facilitation
Highlights from the
Fourteenth Symposium
and Exhibition on the ICAO
Traveller Identification
Programme (TRIP) By Jean-Sébastien Pard, Manager
Facilitation and IT, ACI World
26The Fourteenth Symposium and Exhibition on the
ICAO Traveller Identification Programme (TRIP)
took place at ICAO Headquarters in Montréal
from 23 to 25 October 2018. Centered around
the theme of “Using Traveller ID for Streamlined
Border Controls,” the Symposium addressed the
five elements of the ICAO TRIP Strategy, including
machine readable travel documents (MRTDs),
specifications and best practices for document
issuance, identification management and related
border security issues.
Over 600 delegates, including 81 States, 15
international organizations and a large number
of solution providers attended the event. Again
this year, participants enjoyed a wide-range
exhibition showcasing the latest industry
technology and process innovations related to
biometric identification, travel document security
applications and border inspection systems.
Solution providers such as Vision-Box, an
ACI World Business Partner, were present to
discuss the latest available traveller identification
technologies. Aaron Beeson, Director Business opportunity to increase international cooperation
Solutions for Vision-Box commented “We are and collaboration to address the security and
very excited to see how engaged governments facilitation challenges faced by international
airports, airlines and other travel operators civil aviation. The increased usage of Advance
are in the digital transformation of identities, Passenger Information (API) systems and the
borders and seamless traveller programs. This implementation of ICAO Annex 9 Facilitation
year’s event provided an exceptional opportunity Standards and Recommended Practices by
to conduct productive conversations on the Member States are important milestones for
emergence of virtual identities and their role in improvements on border control management.
privacy and traveller-centric seamless initiatives
around the world.” As reported during the session entitled
“Setting the scene” during the Symposium, ACI
In line with various UN Security Council Resolutions reiterated its support of the work being done at
that re-affirmed the vital role of border controls ICAO, through the TRIP programme and in the
to combat terrorism, the Symposium offered an security arena. ACI reaffirmed its engagement
27to work with all key stakeholders towards a the passenger experience and maintaining safety
truly seamless passenger experience. As a and security.
representative of the world’s airports, ACI is
also involved in various identity-related initiatives New technology is taking the aviation industry
such as the Known Traveller Digital Identity of the beyond what anyone could ever have imagined.
World Economic Forum, and One ID, a project The identification of travellers and the increasing
that falls within the vision of the New Experience drive towards the use of biometrics are key
Travel Technologies (NEXTT), jointly launched components. ACI will continue to support these
last year with IATA. These initiatives envisage a initiatives in the future to help airports use the
seamless process, removal of duplication, use of latest available technology and innovations to
biometrics, on-the-fly processing (walking pace), further enhance the passenger experience.
use of automation and, most of all, a strong
partnership approach. ACI looks forward to attending the fifteenth
edition of the TRIP Symposium and Exhibition
Furthermore, the scale of the growth of aviation that will be held in June 2019.
activity brings into sharp focus the need for
systems and processes that are up to the task of —————————————————————
tomorrow’s facilitation and security challenges.
Airport operators, airline carriers and government Find out more about the ICAO Traveller
authorities have to manage performance and Identification Programme.
growth, contain costs, make better use of
resources and find efficiencies, all while improving Learn more about NEXTT.
2829
IT & Facilitation
ACI’s involvement with
the World Travel & Tourism
Council in the Seamless
Traveller Journey By Jean-Sébastien Pard, Manager
Facilitation and IT, ACI World
30The World Travel and Tourism Council (WTTC) Gloria Guevara, WTTC President and CEO, said:
Seamless Traveller Journey initiative workshop, “By using technology to minimize queues, we
held in Seattle, Washington, US, on 7 November can give low-risk travellers more time to enjoy
2018, was the fourth of a series of focused the travel experience. These travellers, by using
meetings. The goal of this workshop was to technology, will be able to spend their time
identify a common interoperable framework enjoying the experience, shopping at airports or
allowing travel industry stakeholders to engage more time at destinations rather than worrying
with governments with a collective voice. The about long queues. Travel and tourism employs
WTTC is aiming to create a seamless traveller one in ten people on the planet today and, over
journey within the existing process which puts the the course of the next 20 years, we will witness
traveller at the centre. Expertise and insights from a doubling of the number of travellers and the
multiple entities from across the travel industry creation of as many as 100 million jobs around the
(airlines, airports, hospitality, cruise, car rental, world. We have a responsibility to prepare for the
tour operators), air travel industry associations future by transforming the traveller experience
(ACI and IATA), as well as identity and technology while increasing security by working together
solution providers, gathered at the Google offices and with governments.”
in Seattle to guide the harmonized approach.
WTTC will continue to engage with key industry
WTTC is the body which represents the global players in the end-to-end journey, as well as
private sector for travel and tourism. This collaborate with ACI and IATA through the NEXTT
organization announced a series of pilot schemes initiative to find a harmonized approach for the
to test the use of biometric technology throughout implementation of biometrics and digital identity
the end-to-end passenger journey. In the first half in the travel and tourism sector, while having the
of 2019, a trial will test the biometric technology customer at the centre.
application at every stage of the travel process
- from the point of booking, check-in, through
airports, airline boarding, border management,
car hire, hotel, cruise and during the journey.
The first pilot envisioned will see travellers on
round-trips between Dallas and London airports
using biometric technology to conduct security
screening, boarding and border control processes
before accessing car rental and hotel check-in
using the same biometric information. WTTC is
working with American Airlines, Dallas Fort Worth
International Airport, Hilton and MSC Cruises
on plans for this first step. Finally, the Council
has also invited the United States Customs and
Border Protection and the UK Border Agency to
collaborate on the first pilot.
31Airport Service Quality Meeting the Experiential Demands of Travellers By Nancy Knipp, SVP, Airport Lounge Development (ALD) Always-connected, highly-mobile millennials are ensure that travellers can get a taste of their forging new norms for leisure and business travel, destination without leaving the airport. As a making the use of technology and the focus on result, airports, and lounges within them, are unique experiences the hallmarks of their travel evolving to meet these preferences, providing habits. It is important to understand the changing more personalized experiences and developing needs of these travellers for airports and airport micro-communities where people can feel a lounges to stay ahead of the competition. For sense of place and have the ability to work, relax example, experiences need to be localized to or be entertained. 32
In the past, travellers were content with an is located in. For example, at The Club in the
airport being the transition space between the Pittsburgh International Airport, local chef Kate
airplane and the destination. Now, people crave Romane consults on the menu, while local
an exciting and valuable experience during every photographer JP Diroll’s art adorns the walls. It
step of their journey. A generational study found is essential that lounges are able cater to the
that 38% of millennials consider themselves to individual needs of travellers in this way. If the
be “explorers” rather than tourists, compared to sometimes-daunting experience of air travel can
30% of Gen Xers and 24% of Baby Boomers, be humanized, travellers will feel more comfortable
which demonstrates the shift in mindset and, as and encouraged to travel. Lounges then not only
a result, the expectations of younger generations maximize the experience for the traveller but also
when buying an airplane ticket. increase business to concessions, which drives
airport revenue. If space within the airport is
Because of this shift, experiential trends are on being fully utilized as a lounge, and it becomes
the rise in airports and airport lounges, and we a popular destination for travellers, then airports
are now seeing more entertainment, technology, will benefit from the revenue made.
food and beverage, and health options made
available. Airports are working hard to meet the Evolving traveller preferences will need to be
needs of the “bleisure” traveller, someone who identified to provide experiences that easily
wants a mix of business and leisure out of their integrate into, and enhance, the traveller’s journey.
travel experience. People want the ability to If steps are taken to create unique personalized
be productive and have fun at the same time. experiences, then travellers as well as airports
Examples include Hong Kong International Airport, will stand to benefit.
which features an IMAX theater, and Denver
International Airport, which offers yoga and
meditation classes. Other airports and lounges
are starting to provide services like dry cleaning
and dog sitting in an effort to make the airport an
easy place to continue living life as usual. Another
example is Orlando International Airport where
The Club lounge features “kid zones” to meet
the needs of the many families travelling through
the Orlando airport. These features create an
atmosphere to enhance a person’s life, and not
interrupt it, on their journey.
In order to enhance the traveller’s journey, it is
important for airports to use airport lounges to
develop micro-communities and give people
a mini-experience of the city that the lounge
33Airport Service Quality Be the best airport in customer experience in both departures and arrivals By Valerie St. James, Senior Manager, Market Research, ASQ, ACI World, and Sevda Fevzi, Manager, ASQ Strategic Marketing, ACI World 34
Are departing passengers more satisfied with complete the process. It may be that someone
an airport’s services than arriving passengers? is waiting for them, they are on their way to a
Or vice versa? Are there any specific groups of meeting or they are just tired from their trip. This
passengers particularly influenced or less satisfied feeling of being rushed puts the passenger in a
with the arrivals service at an airport? certain mood with a specific set of expectations.
It is even more important to explore the key
The departure experience at an airport can mark dimensions that contribute in creating a positive
the beginning of a trip for a passenger, whilst for experience for passengers.
others, it is the beginning of the return trip. The
same logic can be applied to passengers arriving To pinpoint those key dimensions and ensure that
at an airport where they have either reached their every passenger journey touchpoint is considered
destination or have returned back home. In both is to put yourself in your passengers’ shoes.
cases, the passenger experiences two starts and Throughout the journey, they are discovering
two ends to the journey through an airport, which the airport, they experience the service and the
can have an impact on the onward journey or form facilities and they interact with the staff. What
a lasting memory of an airport. information do they need? What emotions are
they experiencing? What messages are they
For an airport to get the most out of an investment receiving from the environment they are exposed
to improve passenger experience, we must start to? All of these variables will have an impact on
by understanding the overall passenger journey. their overall appreciation of the process.
At arrivals, airports are constrained by the fact
that the main objective of the passengers is to When surveying the passengers at arrivals,
leave the airport as soon as possible. Is it even emotions and perceptual evaluation of services
worth exploring this process? Absolutely, and must be taken into account:
even more!
• The overall flow at each step of the process:
An airport passenger can experience different immigration, baggage claim and customs.
emotions during arrivals, compared to departures,
and has distinctive priorities and a different state • The overall perception of security, ambiance,
of mind. How do airports enhance customer walking distances, wayfinding, organization of
experience satisfaction levels for this audience? the waiting line, and availability and helpfulness
of the staff.
The arrivals process is part of the entire passenger
journey. There can be more or less steps to Once the range of emotions and perceptions has
be reached depending on the context – is the been identified, measuring the level of satisfaction
passenger arriving internationally or domestically? for each of those elements provides airports with
Do they have checked luggage or carry-on only? the full picture of customer experience sentiments.
One thing all these different types of passengers It will also offer the level of details necessary to
have in common is that they are anxious to support prioritization of improvement initiatives
35Airport Service Quality
and potentially add additional resources where To be the best in customer experience, ACI
necessary. Repeating measurement of customer recommends airport members to be the best
experience satisfaction over time is an effective in both ways for their passengers, in departures
way to understand the return on investments and arrivals, and invites ACI member airports
(ROI) of your initiatives. to implement the ASQ Departures and Arrivals
survey programmes.
However, surveying passengers at arrivals brings
its own set of challenges. Even though it would
be tempting to reach out to the passengers once ——————————————————————
they are back home and more open to take the
time to share their experience, real time surveys
have much more value. The experience is still fresh For more information, contact aciasq@aci.aero.
in their minds and their moods have not been
impacted by any event that may have happened
after leaving the airport. Also, passengers should
be intercepted close to the end of their journey to
allow measurement of the entire process, but their
level of promptness to participate will be reduced.
To counter this, ACI’s Airport Service Quality
(ASQ) has devised an App-driven survey on tablet
devices, where the passenger is interviewed by
a fieldwork agent to help accelerate the time it
takes for the passenger to complete the survey.
While the arriving passengers may seem to
have limited opportunities to contribute to an
airport’s non-aeronautical revenues, improving
the passenger experience can bring an airport to
the next level. Will a positive, simple and quick
process have an impact on the passenger’s mood?
Will it provide more time to stay in the retail area?
Understanding your arriving passengers and their
expectations will not only improve their perception
of your airport but will pave the way to explore
new sources of revenue. Through the ASQ Arrivals
Survey, an airport will also understand further how
the passenger intends to travel when leaving the
airport, as well as capturing an in-depth passenger
profile and demographic information.
36Arrival Departure Commercial Employee Passenger Terminal Customer
vv Survey Survey Survey Survey Persona Analysis Journey
Report Mapping
The ASQ Customer Experience Programme
provides the full story of passenger satisfaction
across 92 touchpoints in your airport.
ASQ is a “one stop”solution that equips airports
with evidence based, actionable intelligence.
Contact
37
aciasq@aci.aero www.aci.aero/customer-experience-ASQ +1-514-373-1200Economics and Statistics
Highlights from the ACI
World Airport Traffic Forecasts
(WATF) 2018–2040 By Guillaume Rodier, Data Analyst,
Airport Traffic Statistics, ACI World
Following strong results in 2017,
domestic passenger traffic is expected
to grow at an annualized rate of 5.7%
over the next two years. The trend
dampens in the long term, resulting
in a compounded annual growth rate
(CAGR) of 3.5% for the 2017 to 2040
period. Growth will come largely from
Asia-Pacific, Latin America-Caribbean
and North America, together hosting
88.5% of all domestic expansion.
Despite this steady upwardtrend,
growth will come primarily from the
international sector, forecast to grow
at an annualized rate of 4.9% over the
next 23 years. As of 2017, international
traffic represents 41.4% of global traffic
while the domestic sector stands at
58.6%. They are expected to almost
reach parity around 2040.
38The projected growth in international market will also fuel advanced nations’
and domestic passengers is not uniform international passenger growth, further
across all country markets and regions. contributing to the sustained growth of
Chart 1 highlights the proportions international passengers worldwide.
of global passenger growth by type
(international, domestic) and economic The ACI World Airport Traffic Forecasts
grouping (advanced, emerging). (WATF) 2018–2040 is distributed in a
standard Excel format and includes
One key fact that emerges is that analyses, summary tables, predicted
the growth of advanced economies rankings and charts as well as the full
is forecast to be almost two-thirds dataset of forecasts. Visit our store
international. This is intuitive—countries page to order your copy now!
that already have well-developed
and saturated domestic markets are
likely to face more opportunities for
expansion across their borders rather
than within. This can be attributed to an
increase in propensity to travel, coupled
with a multiplication of opportunities
as emerging markets achieve greater
levels of liberalization. On the
other hand, emerging economies’
international and domestic sectors will
both grow appreciably, respectively
representing 33% and 36% of global
passenger growth.
While domestic passenger traffic
expansion is significantly stronger in
emerging and developing economies
than in advanced economies,
international traffic shows high
predicted growth across country
markets of all levels of development.
In the long term, it is expected that
international traffic will catch up to
domestic traffic in part because of
this very dynamic. The expansion of
emerging economies on the aviation
39Economics and Statistics
Middle Eastern traffic
– Diplomatic tensions strain the
region’s largest aviation markets
By Patrick Lucas, Head, Airport Business Analytics, ACI World; Aram Karagueuzian,
Manager, Airport Traffic and Forecasts, ACI World; and, Michaël Simard, Data Analyst,
Economic Statistics, ACI World
Middle Eastern passenger traffic growth: 2016–2017 % change
40Looking back at passenger traffic in 2017 drop in prices and that in turn adversely affects the
labour markets and air transport demand in other
Continued tensions, geopolitical concerns and sectors. On the other hand, a prolonged drop in
trade embargoes negatively affected the Middle oil prices tends to put downward pressure on air
East in 2017. In the short term, temporary bans transport fares, given that it is such a significant
on carrying large electronic devices on board, as component of air carriers’ operating expenses.
well as US travel restrictions, undoubtedly shook This acts to stimulate demand.
passenger flows from certain Middle Eastern
countries on market segments to and from Despite increases in oil prices, Iran remains at a
North America. Moreover, the diplomatic dispute standstill with the US with respect to imposed
and blockade between Qatar and neighbouring sanctions. Nevertheless, after a lackluster year
countries, Saudi Arabia, United Arab Emirates for aviation in the Middle East, the country
(UAE), Bahrain and Egypt, resulted in a decline posted one of the strongest gains in passenger
in traffic in key markets. The blockade, which numbers among the major aviation markets in the
became effective in June 2017, resulted in an region. With a population of over 80 million, Iran’s
immediate closure of those four countries’ domestic market, which makes up as much 80%
airspace to all Qatar-registered aircraft. Qatar of the nation’s total traffic, thrived in 2017. The
Airways, Qatar’s flag carrier and the airline most nation’s total passenger traffic grew 8.7% in 2017.
affected by the blockade, immediately lost its
two biggest markets, UAE and Saudi Arabia, but Economies such as the UAE and Saudi Arabia
it was quick to adapt by launching new routes continue to diversify beyond oil in order to
to other markets such as Oman. Nevertheless, stimulate investment in other sectors. Air
Qatar’s passenger traffic declined 5.4% in 2017. transport is one such sector, particularly since the
On the other hand, Muscat (MCT), Oman’s capital two countries are the largest aviation markets in
airport, saw its traffic increase 16.9%. Other the region. While the UAE as a whole experienced
major markets not involved in the blockade saw modest 3.3% growth in passenger traffic in
traffic jump, due in part to a reshuffling of routes 2017, Saudi Arabia achieved much stronger year-
and destination switching. Airports in Kuwait and over-year growth of 8% and all its major airports
Israel respectively saw passenger traffic leap experienced important increases. Jeddah (JED),
16.8% and 14.6%. the capital’s airport and the busiest in Saudi
Arabia, grew 9.1%. Since Jeddah is the principal
The rise in oil prices has meant an improvement gateway to Mecca and Medina, two of the
in economic conditions in many major markets, holiest cities in Islam, key routes to other Muslim
especially in the economies of the Middle East. destinations—most notably Karachi, Jakarta and
However, oil prices are a double-edged sword Lahore—continue to flourish.
for the aviation sector. On the one hand, those
economies heavily dependent on the production Because of the tumultuous times the Middle East
and export of oil as a source of national income has recently experienced, the region witnessed
experience economic weakening as a result of a much more modest growth in 2017 than it did
41Economics and Statistics
Chart 1: Evolution of annual passenger traffic in the Middle East (2000–2017)
throughout the past two decades. In 2017, growth fronts. From a historical perspective, it is among
varied in different countries in the region. The net the world’s fastest-growing nations in terms of air
effect for Middle Eastern passenger traffic was transport demand because its geographic location
5.8% growth over 2016. From 2000 to 2017, the is ideal for connecting intercontinental traffic
region achieved overall average annual growth flows. Emirates Airlines, the long-haul carrier
rates of 8.6% for passenger traffic. Thus 2017 of the Emirate of Dubai, has also capitalized on
represented a below-average year for the region Dubai’s negotiated fifth-freedom rights to expand
(see Chart 1). its operations quickly. Since 2000, the UAE has
experienced a 12.1% average passenger-traffic
Even with the economic difficulties and disputes growth rate per annum, while the rest of the
that the Middle East region faced in 2017 and into Middle East’s airports have achieved an average
2018, aviation stakeholders in Middle Eastern traffic growth rate of 7.2% (see chart 2).
countries have capitalized on the strategic
locations of their major airports as points of Air cargo’s evolution
connectivity for medium-haul and long-haul
flights. The UAE stands out as a market that has The Middle East was at the focal point of many
embraced aviation as a sunrise industry on all geopolitical events in 2017. The Qatar diplomatic
42Chart 2: Evolution of passenger traffic in the Middle Eastern regions (2000–2017)
crisis, which blocked its air travel and commerce Despite the short-term changes and events
with neighbouring states, left a cloud of that have affected the Middle Eastern air cargo
uncertainty over the market. After strong traffic hubs, their geographic location permits them
growth in previous years, the region started to capitalize on multimodal transport to offer
showing early signs of a market slowdown in significant integrated sea-and-air solutions.
2017, as air cargo traffic growth at certain Middle Freight arrives by ship via the Arabian Sea from
Eastern hubs fell. The UAE saw air cargo growth South Asia and is re-exported by air to areas such
slow, although growth ranged from sharp declines as Europe. Growth in volumes on European trade
to moderate increases at different airports in the lanes to and from the Middle East continued
UAE. Conversely, Doha-based Qatar Airways to flourish in 2017, growing by double digit
Cargo, Qatar’s main air freight carrier, successfully percentages. Handling over 9.3 million metric
opened a number of new markets. This carrier has tonnes, Middle Eastern airports achieved a
leapt to become the third busiest cargo airline in 5.9% cargo volume increase over the previous
the world in terms of freight tonne kilometres year. Chart 3 shows that the region attained a
flown. Doha (DOH), Qatar’s main hub, saw its compounded annual cargo-traffic growth rate of
cargo volume jump 15.0% in 2017. 6.7% from 2000 to 2017.
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