PHASE 2 OF STANSTED TRANSFORMATION DELIVERING NEW DEPARTURE LOUNGE
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PHASE 2
OF STANSTED
TRANSFORMATION
DELIVERING NEW
DEPARTURE LOUNGE
The official magazine of the
Airport Operators Association
AUTUMN 2014
Features News
London Luton to embark on major £100m development Bristol Airport achieves a European safety first
Southampton Airport developing as
Orbis launches Vision for Ethiopia appeal
‘a real alternative to London’
TAG Farnborough Airport: The business of business aviation Vanderlande updates Cardiff’s baggage handling system
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WWW.AOA.ORG.UK THE AIRPORT OPERATOR
AUTUMN 2014
The official magazine of the
Airport Operators
Association
Airport Operators Association
3 Birdcage Walk
London
SW1H 9JJ
Tel: 020 7799 3171
Fax: 020 7340 0999
www.aoa.org.uk
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The Airport Operator is produced Ed Anderson, Chairman,
by PPS Publications Ltd.
Airport Operators Association
CHAIRMAN’S
INTRODUCTION
James Howson
Publisher &
Exhibition Manager
Ross Falconer
Editor
Amy Hanna Can I welcome readers we hosted jointly with the The AOA has recently Finally, bookings have opened
Deputy Editor to this Autumn edition British Air Transport published a new report, for our Annual Conference
of the Operator. The last few Association, and which had ‘Sustainable Airports: on 10 and 11 November at
Richard Jende months have been a very more than 150 attendees Improving the environmental the London Hilton Metropole
Head Designer
busy period for the AOA in including some 50 impact of the UK’s global Hotel. Once again we have
terms of engagement with parliamentarians. gateways’, which shows an extremely strong line up
Samita Brant
Designer politicians. This has included: the impressive work UK of speakers, including the
a meeting with the Secretary The Sir Howard Davies airports have been doing Airports Commission Chair
Paul Sweeney of State for Transport Airports Commission has recently to deal with carbon Sir Howard Davies, Willie
General Manager - Patrick McLoughlin, to recently confirmed its Final and noise as they grow. It Walsh and Craig Kreeger, the
Association Business
which we also invited Shortlist of options and demonstrates conclusively Chief Executives of IAG and
Sustainable Aviation to confirmed its intention to that airports are taking their Virgin respectively, a number
Paul J. Hogan
Managing Director participate; a Chairman’s produce a Final Report environmental responsibilities of our leading airport CEOs,
Lunch in Westminster in the summer of 2015. seriously and are working the Aviation Minister Robert
attended by a number of We continue to urge the to reduce their impact. Goodwill and the Labour
PPS Publications Ltd MPs, including the Aviation Commission to stick to Shadow Secretary of State
3a Gatwick Metro Centre Minister Robert Goodwill its timetable and to urge The coming weeks will see Mary Creagh. We will also
Balcombe Road
and the Labour Shadow all the political parties to the industry working through be running the popular AOA
Horley, Surrey
RH6 9GA Minister Gordon Marsden; commit to act upon the the coalition group A Fair Annual Awards during the
United Kingdom and we have welcomed the Commission’s findings in Tax on Flying, stepping up Dinner on 10 November. I urge
Tel: 01293 783851 Labour Shadow Secretary of order to ensure we have the its campaigning on Air our Corporate Partners, Silver
Fax: 01293 782959 State for Transport Mary network of vibrant point-to- Passenger Duty. This will Sponsors and Associates
Email: post@pps-publications.com Creagh to our June Board point airports and sufficient focus on the penal levels of to consider nominating
meeting. Mary Creagh also world class hub capacity APD for families and will seek themselves for awards and
www.pps-publications.com
spoke at the very successful the UK needs to link to to achieve exemption from urge all members to book for
©PPS Publications Ltd 2014 Summer Reception at the existing and emerging APD for children. I urge you the Conference. I look forward
House of Commons, which markets in the future. all to support this campaign. to seeing many of you there.
Please ensure all press releases
are sent to PPS Publications
directly, not to AOA head office.
THE AOA IS PLEASED TO WORK
WITH ITS CORPORATE PARTNERS
AND SILVER SPONSORS
Corporate partners
Silver sponsors
Fire Services
Preventing Protecting Responding
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WWW.AOA.ORG.UK THE AIRPORT OPERATOR
AUTUMN 2014
PHASE 2 OF STANSTED
TRANSFORMATION
DELIVERING NEW
DEPARTURE LOUNGE
London Stansted’s transformation is continuing
apace, with Phase 2, the £80 million
redevelopment of the international departure
lounge, well underway. A major element of this
is the greatly enhanced retail offer, and Steve
Foster, Manchester Airports Group’s Head of
Retail, gave Airport Operator’s Ross Falconer an
exclusive tour, to see the developments first-hand.
Manchester Airports Group visited Stansted to report on
(MAG) acquired Stansted in Phase 1 of its transformation
February 2013 and quickly – the reconfigured landside
established an ambitious area and new security search
strategy to make the airport the zone. At the time, this was
best in London. Its £260 million approaching completion, and
investment programme is nine months on the impact is
transforming passenger services clear to see. Our tour followed
and facilities, and the £80 million the route of a typical departing
redevelopment of the passenger, and the most
international departure lounge is immediate impression is of 01
the latest stage of this. the intuitive wayfinding. The
security search area is notably
The airport’s progressive plan is enhanced, having been moved and passengers with reduced area between security and the unit and Harris + Hoole’s first
also producing tangible traffic away from its central location to mobility, and a fast track lane departure lounge is one of the airport coffee shop. It is from
results. Airline growth deals, new a new area twice the size – now for premium travellers. The most tangible results of this here that passengers move
route launches and increased 5,000sqm – and flooded with first section was opened to research. “This area is a tranquil on to the main retail area.
frequencies have all contributed natural light on the south side passengers last December, space, there’s no advertising
to a recent return to growth. of the terminal. Accompanying while overall completion and the or messages, and our idea is GREAT RETAIL POSITIONS
The latest available figures for Airport Operator through the official opening was in March this that by the time passengers AND GREAT ZONING
August show an 11.6% rise to security process, Steve Foster, year, marking the end of Phase 1 have passed through this Of course, Foster’s real passion is
over two million passengers Manchester Airports Group’s of the airport’s transformation. zone, they feel relaxed and for retail and this shines through
for the month – the third Head of Retail, explained that prepared for the rest of their as he talks about the first phase
consecutive month of double- the number of security lanes After navigating security we journey,” Foster explained. of the brand new departure
digit growth. August was the has increased from 18 to 22, entered the transference area. lounge, which opened in July and
busiest single month in four years with an hourly capacity of Interestingly, to inform its Immediately upon exiting this boasts the largest walkthrough
and helped boost the annual 5,500 passengers, and this part approach, MAG used research calming area, we entered the World Duty Free store in terms of
number of passengers using of the passenger process was by psychologists to understand orientation zone, which when retail space. The store provides
the airport to over 18.9 million. certainly smooth and seamless. where passengers feel confused, complete will feature a large a flagship entrance to the
The high-tech zone includes 20 stressed and relaxed on their flight information screen, an new departure lounge, easing
Regular readers will know that automatic self-service gates, journey through the airport. orientation map, and essentials passengers on a simple and
Airport Operator previously dedicated lanes for families The 542sqm transference including a foreign exchange intuitive journey past essential
01
Steve Foster, Manchester Airports Group’s
Head of Retail, gave Airport Operator’s
Ross Falconer an exclusive tour to see
how Stansted’s redeveloped international
departure lounge is progressing.
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THE AIRPORT OPERATOR WWW.AOA.ORG.UK
AUTUMN 2014
travel retail, luxury goods and TENDERS FOR 16 RETAIL UNITS
high street fashion, and finally on Stansted is currently tendering
to a dedicated food & beverage for 16 new retail opportunities,
area, as well as general seating, covering fashion, shoes,
located near the departure lounge accessories and luxury goods
exit points, meaning passengers – 13 new units and three
can relax in the knowledge they pop-up locations to test new
are as far as they can be before ideas and brands. The tender
departure gates are announced. process closes in October,
Flight information screens are and Foster said passengers
being installed in all retail units, can expect a few surprises
and at regular intervals along when the units open in August
the main public areas, so that 2015. “I think it will bring some
passengers can effortlessly really fabulous new brands to
view the status of their flight. Stansted, some brands that
have operated here before,
Foster explained that the World and some that have never
Duty Free store is double operated in airports before, so
the size of the previous duty it’s a real balance and is very
free area, and provides an exciting for us,” he enthused.
enhanced customer experience.
“It looks really beautiful and The development is using
sets the tone for the rest of feedback from retailers to
the airport,” he commented. address the challenge that
airport units don’t always
Beyond the World Duty Free provide the perfect store
store, Stansted’s new ‘high street’ 02
footprint to allow them to fully
is truly coming to life, as we
discovered when we walked past
several attractive new outlets that
have already opened, including
WHSmith, Dixons Travel, Boots,
Rituals, The Body Shop, Glorious
Britain, Fat Face and JD Sports.
The emphasis is clearly on
combining an international flavour
with some quintessentially
British brands. Indeed, the latest
store to open was Hamleys
on 11 September. The world
famous toy store has opened the
new larger Hamleys Stansted,
which features an extended
range of over 1,000 products
and a dedicated LEGO area.
What our tour did convey
was the intelligent design and
layout of the retail area, which
aids the intuitive wayfinding
process, and also ensures
that every passenger passes
every store. “We’ve focused
on giving the retailers great
positions, great zoning and
purpose-built units. We’re also
exposing passengers to every
retail opportunity, so they can
quickly make choices as to what
they want to do,” Foster stated. 03
02 03
The first phase of the brand new departure lounge Alongside the enhanced retail offer, passengers can expect an exciting new
opened in July and boasts the largest walkthrough food & beverage line-up. The diverse mix will include world famous brands,
World Duty Free store in terms of retail space. The store new concepts, a celebrity chef offering, and good old fashioned favourites.
provides a flagship entrance to the new departure lounge.
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THE AIRPORT OPERATOR WWW.AOA.ORG.UK
AUTUMN 2014
04 05
express their brand. The new CONTEMPORARY, Other key aspects of the at immigration, particularly in its investment programme is
departure lounge is being INNOVATIVE F&B development include a new peak times, and will soon be particularly timely. Stansted is
extended by over 60% in terms Alongside the enhanced retail Escape Lounge off the main opening the initial phase of not just getting a makeover,
of floor space and, with unit offer, passengers can expect an departure lounge, which will an extended and reconfigured it is receiving a multi-million
sizes ranging between 55sqm exciting new F&B line-up. The be available to any passenger border control area, including pound investment to create
and 375sqm, opportunities diverse mix will include world to pre-book, and a 70% the introduction of 15 new contemporary, convenient,
exist at Stansted to reach a famous brands, new concepts, increase in passenger seating generation ePassport gates innovative and stylish terminal
wide audience in travel retail. a celebrity chef offering, and to 750 seats, including all- to help speed passengers facilities. The significant
good old fashioned favourites. important charging points. safely and securely through improvements made firstly to
“The retail offer is an Foster commented that the the immigration process. the security search area, and
essential part of any airport airport is offering a wide range 15 NEW E-PASSPORT GATES now to the departure lounge,
experience and we want of options to suit all tastes Stansted has also been working Since taking ownership of are tangible results of its
to not only deliver a great and budgets, whether that in partnership with the UK Stansted 18 months ago, efforts and when fully complete
retail solution through this be convenient ‘grab and go’ Border Force to improve the MAG has overseen a return will provide a transformed
major transformation of options, or stylish choices for experience of passengers arriving to a period of growth and passenger experience.
the international departure passengers with more time.
lounge at Stansted, but
offer something different in Several brands are making
the London market,” Foster their airport debut at Stansted,
explained. “Stansted is including James Martin Kitchen,
London’s third largest airport Harris + Hoole, Cabin (serving
operating from a single fine wines and contemporary
terminal building. With only British delicacies), and Coast to
one departure lounge and a Coast (an all-American dining
terminal redesign that takes experience). Among the other
all departing passengers on major brands present are Pret
a defined path past each A Manger, Starbucks, Burger
retail unit, the opportunity King, and JD Wetherspoon.
exists for retailers to enjoy
circa 10 million guaranteed The new Burger King will open
footfall from day one trading for business later this year,
– more than many shopping and all remaining F&B outlets
centres up and down the in spring 2015. Meanwhile,
country – and those passenger in November 2014 an M&S
numbers are set to increase Simply Food will open in
in the years ahead.” international arrivals. 06
04 05 06
Phase 1 of Stansted’s transformation includes the reconfigured landside British lifestyle clothing brand Fat Face has opened a new larger store, The security search area is notably
area and new security search zone. The number of security lanes has widening the clothing, accessory and footwear ranges on offer. Steve Foster, enhanced, having been moved away
increased from 18 to 22, with an hourly capacity of 5,500 passengers. Manchester Airports Group’s Head of Retail, explained that the shack-style from its central location to a new
interior incorporates textured and reclaimed finishes to create an authentic feel. area twice the size – now 5,000sqm
– and flooded with natural light on
the south side of the terminal.
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THE AIRPORT OPERATOR WWW.AOA.ORG.UK
AUTUMN 2014
01 02
LONDON LUTON AIRPORT Record numbers of passengers have been taking
ON COURSE FOR RECORD
to the skies from London Luton. The airport
experienced its busiest summer period on record
BREAKING YEAR AHEAD and the upward trend is set to continue, with
passenger numbers for 2014 predicted to be the
OF MAJOR REDEVELOPMENT highest in the airport’s 76-year history.
As London Luton process to select contractors. ease of use. Our redevelopment reclaim belt; and increased retail, London Luton signed a new 10-
experiences record Construction work is expected plan marks the start of an catering, circulation and seating year deal with easyJet, which will
passenger traffic, it has also to begin early next year. exciting new journey for London areas. Other elements of the more than double the number
received confirmation that final Luton as we begin the process development include a new two- of easyJet passengers using the
planning consent has been The plans, including an expanded of transforming the airport. storey pier, a newly configured airport to over nine million a year.
granted for a £100 million and modernised terminal building, Working together with the road system in front of the Central The airport is set to welcome a
development, which will improved surface access and an support of our owners and our Terminal Area, a new parallel record number of passengers
increase annual passenger upgraded passenger experience, airline and business partners, our taxiway to unlock capacity for an this year, with throughput
capacity from 12 million to 18 are forecast to increase the vision is for a vastly improved additional six million passengers a expected to outstrip the previous
million per year by 2031, and airport’s annual economic impact airport, which plays a major year from the existing runway, and high of 10.3 million in 2008.
enable London Luton to by £283 million to £1.2 billion, role in providing more capacity new car parking facilities including
become a leading airport and create over 5,000 new jobs. in the London system.” a new multi-storey car park. Final planning consent for
serving London, Luton and the the £100 million development
surrounding regions. Clive Condie, Executive Construction work will take place Final planning consent follows is clearly an important step
Chairman of London Luton over three phases, providing a number of significant for the growing airport, and
With all necessary planning Airport, said: “The record a larger, modernised terminal developments at London Luton a real vote of confidence in
processes cleared, the summer we have experienced building with up to 20 security under new owners Aena, the London Luton and its future.
airport will now press ahead is testament to the demand passenger screening lanes; 15 world’s largest airports operator, The airport is developing
with the development and from leisure and business immigration passenger screening and the infrastructure fund of and radically improving its
has already launched an passengers who value the lanes; up to eight international Ardian, a private investment passenger experience, while also
extensive procurement airport’s convenient location and and one domestic passenger company. In March this year, benefiting the local economy.
01 02
London Luton’s £100 million development will increase annual passenger capacity from 12 Construction work will take place over three phases, and will include a
million to 18 million per year by 2031. The plans are also forecast to increase the airport’s annual newly configured road system in front of the Central Terminal Area.
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AUTUMN 2014
CEO DAVE LEES:
SOUTHAMPTON AIRPORT
‘A REAL ALTERNATIVE
TO LONDON’
It is Southampton Airport’s aim
to establish itself as a leading
regional airport, and with a
commitment to a 20-minute
airport journey and pioneering
route network development, it
certainly does provide a unique
offering for its passengers. Its
exceptional surface transport
links meanwhile mean the
gateway can for many passengers,
according to CEO Dave Lees, serve
as a real alternative to London’s
airports for accessing the south of
01
England. Amy Hanna reports.
As passenger numbers With passenger numbers Southampton is proving itself to Southampton Airport is in ticketing concept, developed
flourish, development having risen 5% since last year be a real and viable alternative a unique and advantageous with Southwest Trains and the
projects continue to spring up to 1.8 million, Southampton to the capital’s gateways. “We position – quite literally – being frequent services it operates
countrywide, and market International is one such airport have got a lot of very positive located just an hour and ten into London. Passengers flying
stimulation remains vigorous experiencing intensifying feedback from passengers who minutes from London Waterloo with Flybe and Blue Islands
outside of its London centre, it interest from its passengers. positively discriminate against by rail. It also possesses the can now book their plane and
seems we are in the midst of a The airport’s quickly traversable the London airports for short closest mainline rail station of train tickets together, collecting
renaissance of regional airports terminal and its strong customer haul journeys, because they any UK airport – just 99 steps the latter platformside when
in the UK. Chagrined by current service ethos have been key don’t want the hassle of getting from its terminal – and, just they reach the rail station.
contention surrounding the drivers in its growing popularity, there, or to spend the amount seven minutes by train from Coupled with the 20-minute
future of the country’s aviation while its exceptional surface of time it takes to go through Southampton Central station, maximum journey from aircraft
landscape – and the fate of its transport connections and close the airport – being herded no other city in the country to exit that it promises, the
two largest gateways – travellers proximity make it strategically through so absolutely,” asserted has such a quick connection airport has created the sort
are once again recognising the well placed as an entry point Southampton Airport CEO from its local airport to its city of seamless journey from
merits of flying from their local into London. In fact, for business Dave Lees. “A really positive centre. As part of its efforts to plane to final destination that
airports, shunning London’s passengers, travellers making move is taking place, in which maximise the efficacy of its rail gateways the size of Heathrow
more sprawling facilities for the short trips, and for those passengers are wanting to use network, and particularly its and Gatwick can only dream of
convenience of the runways at four million people that live their local regional airport for accessibility to the capital, the delivering. “We’ve had several
their doorstep. within an hour of the airport, the convenience that it brings.” airport has introduced its rail-air thousands of people already
01
The airport’s pioneering route network development strategy is focused on connecting the maritime city
with other ports around Europe, in an effort to bolster the strong industry that keeps Southampton
afloat. From the winter season, Flybe will operate a daily service to Hamburg, and from there the airport
will seek to join up the dots with other key ports across the continent, including Marseille and Venice.p.13
WWW.AOA.ORG.UK THE AIRPORT OPERATOR
AUTUMN 2014
using the newly introduced customers and markets around will operate a daily service exceptional customer service, easy and friendly” journey. The
rail-air direct connection and the whole of Europe. The to Germany’s largest port embracing the opportunities airport’s relatively small scale
it’s growing in popularity, increasing stability of the city of Hamburg, and from provided by its infrastructure. is a fundamental requisite in
particularly with passengers airport’s position – thanks to its there the airport will seek to “Because of our size we can be its ability to deliver such an
coming from the Channel steadily increasing passenger join up the dots with other what we call a 20:20 airport. experience. Ensuring that it
Islands and going to London, numbers – means that it is key ports across Europe, So door-to-door in 20 minutes doesn’t grow too greatly in
who would traditionally able now to capitalise upon its aiming to establish further whether that’s arriving or size is vital to limiting walking
use Gatwick. They’re now unique circumstances as the links in Germany in the form departing, which you can’t find distances, while passenger
using Southampton as an passageway to a port town, as of Frankfurt and Munich, and at the other larger airports in processes must remain fluid
alternative,” said Lees. it begins to develop its route also in Marseille and Venice, the south east of England,” Lees and wait times minimised,
network in a manner unlike any over the course of the coming stressed. “We see that as a key and customer service must
This summer, Channel Islands- other airport in the country. years. “We are really working differentiator for passengers, continue to be second to none,
based airline Blue Islands to define our unique selling particularly those wanting “be it at security or check-in,
increased the number of “We’re trying to hook into a point and our key industry to take short-haul trips – our from catering units or ground
services it operates between number of key European hubs, strength in the region,” Lees particular focus. Someone handlers”. “We want to make
Guernsey and Southampton to and in particular marry up some said. The airport’s unmatched considering taking a rail journey flying more enjoyable,” Lees
eight flights a day – a telling of the maritime centres across geographical location means can consider using air as an said. “Aviation has been tarred
indicator of the significant role Europe,” Lees explained. “This that there isn’t, and likely alternative, because they only with the ‘difficult’ brush over
Southampton plays as gateway part of the world has a very won’t be, another airport have to spend ten minutes in the the course of the last ten years.
to the mainland. This move strong seafaring history, so that can provide comparable building, and that’s the direction People have come to think of
was in response to demand, there’s huge associated industry connectivity in the UK. that we’re going to be taking our it as not being a particularly
as more consumers choose both from a maritime and an proposition in as we go through pleasant experience, and what
Southampton as their route aerospace perspective in this Its evolving route network the rest of this year into 2015.” we’re trying to do is reverse
to central London, increasing region. We’ve been working is just one aspect of that and make sure that it’s
its market share. This fourth with a number of companies Southampton Airport’s At the crux of Southampton’s an enjoyable and hassle-free
return flight brings 40,000 in the industry, to look at what development, and the gateway approach is what it calls ‘breeze experience, so people will
more seats to the market, and links they particularly want.” to the south of England is also through’, a passenger initiative choose it as their method
follows significant investment From the winter season, Flybe strengthening its emphasis on all about facilitating a “fast, of choice for travelling.”
in December last year when
the airline launched its first
66-seat ATR 72 aircraft,
dedicated to its Guernsey
to Southampton service and
a 250% increase in capacity.
The additional Blue
Islands services come as
the preference to fly to
Southampton grows, while
passenger numbers for Gatwick
continue to decline. In May,
5,104 fewer passengers used
services between Guernsey
and Gatwick, a drop of 16%
from May 2013, whereas
Southampton services enjoyed
a 44% year-on-year increase
with 5,276 extra passengers.
CONNECTING AIR AND SEA
With its competitive connections
to the capital, the airport is
emerging as an important
catalyst for industry – both
regional and national – and
indeed, for the maritime trade
that sustains Southampton
as one of the UK’s leading
ports, it provides pivotal
connections to new suppliers, 02
02
Southampton Airport’s ‘breeze through’ initiative and its commitment to delivering
a 20-minute airport journey from aircraft to ground transport for travellers with
hand luggage are just some of the ways in which small-scale airports can provide a
passenger experience that international hubs, due to their size, can only dream of.p.14
THE AIRPORT OPERATOR WWW.AOA.ORG.UK
AUTUMN 2014
The £1.9 million
rejuvenation of RENOVATIONS WILL INCREASE
Manchester Airport’s
Taxiway Juliet is an
TAXIWAY’S LIFESPAN BY 30 YEARS
essential part of its
ongoing maintenance
strategy, and will
ensure the safety and
quality of the airfield.
Once completed in 13
weeks’ time, the works
will have a 30-year
lifespan before they
need upgrading and
repairing again.
As we enter the latter half
of the financial year, the
positive results recorded by
Manchester Airport are an
encouraging indicator of that
which is yet to come. The
global gateway to the north of
the UK continues to grow, and
this year, for the first time since
2008, it has experienced
01
record-breaking traffic of more
than 21 million travellers. To put
that in perspective, they drink see the concrete broken out, to excavate the area and contingency plans should the While the majority of the taxiway
an average of one million pints to repair the formation level ensuring all relevant electrical works overrun. This includes renovation will involve rebuilding
of beer and eat 300,000 and replace the concrete. works are undertaken. As part being flexible with the starting that which is already there to
breakfasts every year – and When complete the works of the works we will re-cable hours each night, which if ensure the efficiency and high
passenger numbers continue to will have a 30-year lifespan taxiway lights and put in some needs be can be extended to quality of the airfield, part of the
rise, attracted by the wealth of before they need upgrading new LED taxiway lighting.” allow for any additional time works will see the improvement
choice offered by the airport’s and repairing again. that might be required.” and simplification of the airfield’s
65 airlines. Ongoing McLoughlin and his team layout. This includes putting
preservation of its airfield is a The works involve a range of will work alongside principal Any project on an airfield a different alignment on the
vital part of the airport’s processes. From an operational contractor Galliford Try and presents challenges, and taxiway to make the approach
development, and it is soon to point of view, the main aspect airfield lighting specialist ATG McLoughlin’s team will need to stands and piers straighter
embark on the newest stage of is the creation of the working Airports on the project, which to work closely with every for aircraft. “This in turn allows
its continuing renovations – the site, which involves creating will take place five nights a week stakeholder across the airport to us to lengthen one of our
restoration of Taxiway Juliet. a diverted route for aircraft with the diverted taxiway closed, mitigate obstacles such as the stands, so once the works are
and apron vehicles to use and reopening each morning to closure of three aircraft stands, complete it will be able to take
Starting in mid-late September breaking out the existing area, aircraft traffic. The excavations which means remote stands a bigger fleet, which means the
and taking place over a 13- from which, explained Rory fall partly within the strip of the being used at certain times to stand will be more flexible in
week period, the reconstruction McLoughlin, the airport’s Airfield diverted taxiway, which means facilitate the works. “Plus some the future,” McLoughlin said.
works are a vital part of the Planning & Compliance Manager, that the contractor must leave larger aircraft, like our daily
airport’s stringent airfield the construction team aims to the area in a spotless condition A380, have to backtrack along The rejuvenation of Taxiway
maintenance strategy. recycle and reuse as much of the at the end of each shift. “We the runway to get to stand,” Juliet is another aspect
Manchester Airports Group old concrete as possible. “The have already been working with he stated. “To minimise any of Manchester Airport’s
is investing £1.9 million in the second process,” he explained, all key stakeholders to ensure issues, we are working with dedication to improving
project, which encompasses “is the construction work itself. everyone is aware and prepared airlines, pilots and Air Traffic its service, and to the
a total reconstruction of the This includes working closely for the works,” McLoughlin Control and will use ‘follow me’ ongoing growth of its long
300x30m taxiway, and will with suppliers and contractors asserted. “We have also built in vehicles out on the airfield.” haul route network.
01
While the majority of Manchester Airport’s renovation of Taxiway Juliet will involve rebuilding that which is already there
to ensure the efficiency and high quality of the airfield, part of the works will also see the improvement and simplification of
the airfield’s layout. Once complete the area will have a 30-year lifespan before it needs upgrading and repairing again.When the industry’s biggest names
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THE AIRPORT OPERATOR WWW.AOA.ORG.UK
AUTUMN 2014
FROM iBEACONS TO ACE AGENTS–
The impact of the
smartphone on the
IMPROVING THE PASSENGER
passenger experience has been
vast, and new mobile-based
EXPERIENCE AT UK AIRPORTS
technological developments
continue to help redefine the
travel process. Mobile boarding
passes and app-based real-time
flight updates have become As the majority of UK airports continue to experience welcome increases in
common features, but some
passengers can now even opt to
traffic, steps are being taken to ensure that passenger experiences follow the
receive proactive, location- and same upward trend. Ryan Ghee reports.
flight-specific messages via their
smartphone to further simplify Workboxes’ at some departure
their airport experience. gates, which can be rented
by passengers who are
This summer, passengers desperate to finish their work
travelling from London’s before boarding their flight.
Gatwick and Luton airports
with easyJet have been able to The airport has also had a
receive relevant notifications dedicated ‘Summer of Care’
to their devices thanks to the campaign in place throughout
installation of iBeacons by the the summer season to help
carrier. The iBeacons, which use ease the airport experience for
Bluetooth Low Energy (BLE) leisure travellers. In a similar
and geofencing technology to initiative, travellers departing
interact with Bluetooth-enabled from Manchester, Birmingham
smartphones in their vicinity, have and Luton, as well as Gatwick,
been installed in the bag drop and have also been able to call upon
security areas of the two airports. Monarch’s new Airport Customer
So, when a passenger walks Experience (ACE) agents if
past the wall-mounted iBeacons, they have any questions or
they receive an automatic concerns while in the terminal.
notification via the easyJet
app reminding them to have Each of these initiatives,
their documentation ready for 01
spanning from the
inspection at the next checkpoint. implementation of cutting
in the wrong queue and direct includes a games room, a quiet THE VALUE OF TRADITIONAL edge technology to traditional
While this is a rather simplistic them to the right one,” he added. study area and complimentary CUSTOMER SERVICE face-to-face customer service,
use of iBeacons to initially Wi-Fi throughout. This investment in passenger are helping the UK’s airports
test the feasibility of the CREATIVE SPACES FOR experience by Gatwick Airport improve the passenger
technology in the airport BUSINESS OR PLEASURE “London Gatwick is pleased also includes the introduction experience for a broad spectrum
environment, should the trial Beyond mobile technology, to embrace innovation and of the 4sqm so-called ‘Business of business and leisure travellers.
prove to be a success, further we have also recently seen change in being the launch
uses could well be explored. widespread investment in location for this new lounge
passenger facilities at some concept, aimed at the leisure
easyJet’s Head of Digital, James of the nation’s major airports. traveller and the savvy new
Millett, admitted that iBeacons At Birmingham Airport, for generation of business
offer “incredible opportunities”, example, a new Regus Express traveller,” said Guy Stephenson,
and when quizzed on potential Lounge will open shortly, Chief Commercial Officer,
future use cases, he explained providing a dedicated working Gatwick Airport. “We strive
that they could provide an space for business travellers. A to bring our passengers the
effective wayfinding solution. “If similar lounge also opened in best possible experience
you have customers queuing to August at Heathrow Airport’s when they walk through our
check-in golf bags or bicycles, Terminal 5, while Gatwick doors, and My Lounge is an
for example, and they’re in Airport has just unveiled the example of a great product
the wrong queue, we could new ‘My Lounge’ concept. as we compete to grow,
potentially have a message Designed by No.1 Traveller complementing the investment
automatically sent to them via specifically for the “more laid in passenger experience that
the app to tell them they are back traveller”, My Lounge we continue to make.” 02
01 02
iBeacons have emerged as an effective tool to enhance the passenger The new ‘My Lounge’ at Gatwick Airport has been
experience. easyJet and Virgin Atlantic have launched trials, while SITA has created specifically for the “more laid back traveller”,
established the Common-use Beacon Registry. (Image courtesy of SITA.) and includes a games room, study area and free Wi-Fi.Of ficial event partners confirmed so far:
Inspiring travel facilitators to transform tomorrow’s customer journey
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THE AIRPORT OPERATOR WWW.AOA.ORG.UK
AUTUMN 2014
FLEXIBLE AND CONVENIENT
PARKING SOLUTIONS
APCOA UK currently manages the parking and coaching
requirements for a variety of airports of all sizes across
the country – from annual passenger numbers of less than
one million to 70 million. Paul Connolly, Airport Parking
Operations Manager, APCOA UK, outlined some of the latest
innovations and how the parking experience may evolve.
The huge volumes of SEAMLESS END-TO- with a number of different
passengers and END EXPERIENCE processes – parking, check-in,
transactions that are handled The fast-moving pace of security, boarding, etc – any
sets airports apart from other technology development and simplification is welcome. One
sectors. APCOA acknowledges its integration into daily life such potential enhancement to
that each airport is different looks set to accelerate over streamline and simplify some
and ensures that a clear the coming years. Technology of the disparate processes is
understanding of local is already well integrated into the drop-off of baggage in the
requirements is used as the the airport parking experience car park and transfer to the
foundation for the delivery of with ANPR recognition of final destination. “This relatively
tailored solutions. APCOA vehicles and advanced bay small change removes the
UK’s clients include Heathrow, monitoring systems, which physical aspect of dragging
Gatwick, Birmingham, London help to streamline the user heavy cases through a busy
Luton, Aberdeen International, experience, directing customers terminal building and would
Southampton, and Exeter to a space more easily and make the airport experience just 01
airports, and it is committed helping them to locate their that little bit more pleasant,”
to delivering services that vehicle on return. “Customers Connolly commented.
meet the specific needs of are demanding increasingly
these clients. flexible and convenient ways He added that parking does
to solve their parking needs, not figure highly on customers’
“At APCOA, we are passionate and we expect this to continue minds when they travel to
about airport parking,” Paul with the main development the airport. To connect with
Connolly, Airport Parking on the horizon being the flights to their final destination,
Operations Manager, APCOA development of the ‘connected they must travel to the airport
UK, explained. “We believe car’, which will integrate somehow and, therefore,
our parking management, with a variety of systems, airport parking is often a
technological advances and technologies and agencies grudge purchase. “The holy
customer service pedigree through linked smartphones, grail of airport parking is for
to be unparalleled, and have installed SIM cards, NFC customers to have a seamless
attained recognition of our and other communication end-to-end experience
expertise and capabilities technologies to provide a where everything goes right,
through industry awards host of service enhancements, making the experience wholly
and accreditation bodies, which would not have been unmemorable,” he stated.
including the British Parking possible before,” Connolly “There are some aspects of the
Association’s Approved said. “Examples include smart service that customers love.
Operator Scheme (AOS). traffic information and routing, Valet Parking, for example,
In partnership with our seamless payment solutions has grown from strength-
clients, we have developed and dynamic tariff solutions.” to-strength, as customers
class-leading business appreciate the benefit of being
intelligence, MI and yield As travelling through the met at the airport and having
management systems.” airport involves interaction their car parked for them.” 02
01 02
One of the main ‘value add’ installations The new multi-storey car park
at Heathrow Airport’s new Terminal facility at Heathrow’s Terminal 2
2 is the ‘Car finder’. Each bay is fitted opened for business in June 2014.
with an overhead ANPR camera, and
the integrated technology means when
you key in your registration, you are
told exactly where your car is located.p.22
THE AIRPORT OPERATOR WWW.AOA.ORG.UK
AUTUMN 2014
01
Hampshire’s TAG
Farnborough Airport has
THE BUSINESS OF
BUSINESS AVIATION
played a pivotal role in the
history of British aviation.
Described by its CEO as “where
the past meets the future”, it is
arguably the birthplace of
modern flight; the country’s first As Europe’s leading business aviation airport, and the only facility dedicated to
powered plane took off from its
runway in 1908, and aircraft have
business travel in the UK, TAG Farnborough Airport plays an important role in
continued to do so ever since, the prosperity of industry in not only its local community, but on a national and
making it the longest continually
active airport in the UK. Once
international level. The world of business moves fast, and CEO Brandon O’Reilly
the country’s centre for vital explained how the airport is developing to stay at the forefront of the sector.
development and research into
airborne technology (the advent
of the Concorde was pioneered one of its most significant the fiscal crisis of 2008, TAG Airport CEO Brandon O’Reilly. enough.” Specialist business
in Farnborough), it is now the trade events – Farnborough Farnborough Airport and the “People travel for a number travel, O’Reilly explained,
leading business aviation airport International Airshow, and is connectivity it provides have of reasons – for leisure, for unlocks unique opportunities
in Europe, and the only one in also a key driver for industry never been more significant. education and for business, and by delivering journeys that
the country devoted to business across the spectrum, providing for those travellers involved in other airports are not capable
passengers. a vital dedicated gateway for “As the world’s GDP grows, the inward investment and overseas of delivering. “There are
business passengers just 40 economic engine of the world trade at the higher end of passengers who need to travel
The airport is well known for miles from central London. restarts and real growth starts the business market, there is to three cities in one day, to
the important part that its And as the global financial to take place around the world often a need to be in places sign agreements so that they
airfield plays in the ongoing recovery propels international once again, it means more that commercial aircraft will can beat the competition – they
development of the aerospace industry to heights even people are naturally starting to not get you to, or won’t get travel on business aviation,
industry as the home of greater than were seen before travel,” said TAG Farnborough you to efficiently or quickly they don’t travel commercially.
01
“There are passengers who need to travel three cities in one day, to sign
agreements so that they can beat the competition – they travel on business
aviation, they don’t travel commercially,” TAG Farnborough Airport CEO
Brandon O’Reilly explained. “Airports like ours facilitate that sort of economic
activity – and without such facilities less of such activity would occur.”p.23
WWW.AOA.ORG.UK THE AIRPORT OPERATOR
AUTUMN 2014
to the airport in numbers that residents – even those people 1,000 direct and 4,000
have not been seen since the who don’t like airports,” O’Reilly secondary jobs, making it a
recession began. “The really said. “Noise is the main concern, major economic beneficiary
interesting development has so we initiated the Farnborough in the area. The airport works
been Asia,” O’Reilly continued. Quiet Flying Programme. closely with the community,
“Numbers are relatively small Essentially we gave local and particularly its schools
but the percentage increases residents a blank piece of paper and colleges – its specialised
are quite large again. Chinese and asked them to design the Aviation to Education
aircraft we’ve seen come in paths that they thought aircraft programme is tailored to
at about an 8% increase in should fly.” Once the projected informing and educating young
2013 over 2012, and we’re routes were adapted by pilots people about aviation, while
seeing an increase of similar and tested by professional its TAG Flying Scholarship
numbers this year as well. This air traffic controllers for funds one student a year to
is a real reflection of the world their safety to operate in the train towards a National Private
economy and where growth is air traffic environment that Pilot’s License (NPPL). “The
occurring – when we forecast exist in Farnborough, the airport takes its responsibility
our growth, the global GDP is airport moderated a number to be a good neighbour very
02
a very good guide as to how of its routes based on the seriously, and we also want
well business aviation will do.” communities’ concerns, to make sure that we are
Airports like ours facilitate that brought about the beginning developing flight paths that right at the very front edge of
sort of economic activity – and of an increase in the number Achieving an exemplary impacted less on its nearby environmental development
without such facilities less of of large, airliner size business standard for his business built-up communities and here at the airport,” O’Reilly
such activity would occur. We jets that did not cease – the aviation passengers is plainly reducing noise complaints asserted. TAG Farnborough is
believe that it is absolutely 45% increase in 2012 over 2011 O’Reilly’s passion, and in his substantially. “On top of that now in the process of consulting
vital for inward investment and continued into an 8% increase in role at the helm of the business we took some of those local on a more controlled airspace
overseas trade, and the fact that 2013 over 2012. “Those types of he is fundamental to every residents on a business jet around the airport. Today,
an airport like Farnborough is aircraft have continued to come single aspect of the airport’s from Farnborough and flew Farnborough exists in a Class
located so close to a world city, to Farnborough, and I suspect service, due to the fact that TAG the routes that they had G – Uncontrolled Airspace
a world financial centre, a world it’s a mixture of two things,” Farnborough Airport Limited designed, so that they could – environment, and it hopes
economic enabler like London, O’Reilly explained. “One is the owns the airport site, operates look out of the window and to enhance that to Class D –
is essential not only for the ongoing economic recovery and the facility, and delivers all makes sure their house wasn’t Controlled Airspace, which
regional economy here but also the other is, once passengers services, including the provision being overflown. That is a good would mean it can execute
for the national economy and get a taste for coming here, they of fuel and engineering. Of example of our commitment even more precise and noise
the European economy as well.” obviously like to come back the wide scope of important to the local community, sensitive flight paths than
again rather than fly to other achievements that O’Reilly has and shows how seriously those that exist today. “It’s a
DEDICATED BUSINESS AVIATION airports where business aviation accrued since his appointment we take their concerns.” very exciting project that we’ve
Just as the world of business is not as dedicated as it is here.” as CEO of TAG Farnborough got underway with National
never stands still, business Airport in 2006, perhaps the For the region of Farnborough Air Traffic Services at the
aviation is always evolving, and Another interesting dynamic most significant is the recent the airport is an important moment. So we’ll see where
TAG Farnborough Airport must that is emerging at TAG acquisition of government community asset and provides that leads us,” O’Reilly said.
adapt accordingly. Its solely Farnborough Airport is approval to gradually increase
business customer base meant variation in the origins of its the number of aircraft
that the economic downturn arriving business aviation movements at the airport from
had a marked impact upon its aircraft, with the mix of 28,000 to 50,000 by 2019,
traffic, but with its recovery travellers using its facilities when it expects to have largely
the airport is experiencing gradually changing. Although exceeded the present limitations
an upturn in its passenger the lion’s share of its business on its movements to handle
numbers once again, and will still comes from within Europe, 35,000 flights. In order to obtain
see around 25,000 movements the airport is presently permission for the increase,
take place this year. It is the witnessing the renaissance the airport was required to
first time since the onset of of global corporate travel. demonstrate to the Government
the global recession some six American travellers, O’Reilly that the economic benefit of
years ago that it has seen such explained, are employing the increase would outweigh
rapid growth, and passenger business aviation to the degree the environmental impact – a
numbers have undergone that they were prior to 2008, factor that the airport has long
between a 5%-8% rise year- while travellers from the Middle considered a priority. “We are
on-year every month in 2014. East – a region that has always in complex airspace here, at the
The mix of aircraft that the had very strong connections centre of a large, built up region,
airport receives is changing too. to London, and therefore so it makes a lot of sense to talk
The Olympic Games in 2012 Farnborough – have returned to our local community, our
03
02 03
The airport is well known for the important part that its airfield plays in TAG Farnborough Airport is experiencing a variation in the origins of its
the ongoing development of the aerospace industry as the home of one of its arriving business aviation aircraft, with the mix of travellers using its facilities
most trade significant events – Farnborough International Airshow, and is gradually changing. Although the lion’s share of its business still comes from
also a key driver for industry across the spectrum, providing a vital dedicated within Europe, the airport is presently witnessing the renaissance of global
gateway for business passengers just 40 miles from central London. corporate travel from regions such as the US, Middle East and Asia.You can also read
