The path of Rome Fiumicino Airport to operational excellence - EURO Aviation IT Summit Budapest - September 28, 2018 - SITA
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The path of Rome Fiumicino
Airport to operational
excellence
EURO Aviation IT Summit
Budapest – September 28, 2018
2017 - ROME FIUMICINO (FCO) IN NUMBERS …
>200 DESTINATIONS
41Mln PASSENGERS
100 AIRLINES
LONG HAUL
55 DESTINATIONS
6 NEW DESTINATIONS
+9% LONG HAUL TRAFFIC
(2017 vs. 2016)
5 NEW CARRIERS IN 2017
8 NEW ROUTES IN 2017
CONNECTING
25% PASSENGERS
2
… AND IN THE PERCEPTION OF PASSENGERS …
ACI – AIRPORT SERVICE QUALITY (ASQ) SURVEY
Overall Satisfaction (1: Poor; 5: Excellent) – European Airport >40M Pax
+32%
4,4 4,36
AIRPORT 4,33
4,20
4,2
COUNCIL 4,15
4,05
INT’L 4,0 4,00
3,97
3,95
3,8 3,95
AWARDS
3,6
3,4
3,31
3,2
2013 2014 2015 2016 2017 1Q2018
▪ Awarded by Skytrax 4-star rating
SKYTRAX ▪ Skytrax award “World's Most
Improved Airport” for 2018
WORLD’S MOST
IMPROVED AIRPORT
3
…THANKS ALSO TO THE FOLLOWING ACHIEVEMENTS
FCO connects Rome with the world better and better. In August 2018 FCO recorded the 45th
GROWTH consecutive month with growth of long-haul traffic (+15,0% vs. PY).
Airport capacity continuously increased with zero utilization of new areas. By 2020 the capacity
CAPACITY will reach the 50 mln passengers/year threshold (from 37 in 2015). Boarding bridges from 36 to 63.
In Q1 2018, 83% of flights left FCO on time vs. a 76% average in the EU TOP 25 airports. In
EFFICIENCY 2014 the same number was 75%.
In less than 5 years the workforce of ADR increased by 1.000 new employees. 600 as a
EMPLOYEES consequence of the decision to in-source mission-critical activities for airport quality and
efficiency.
On December 2016, FCO became the first airport in Italy and one of the first in Europe to
REGULATION obtain the Aerodrome Certificate according to Commission Regulation (EU) No 139/2014
4
CUSTOMERS COME FIRST: TAKING GOOD CARE OF PASSENGERS & AIRLINES 5
STRONG FOCUS ON OPERATIONAL EXCELLENCE: CUSTOMER ORIENTED
ORGANIZATION AND INFRASTRUCTURE IMPROVEMENT…
TERMINAL IN-HOUSE APPROACH BROWN-FIELD
TERMINAL CONTINUOUS
ORGANIZATION FOR KEY FRONTLINE IMPROVEMENT ON A 40-YEARS
ACTIVITIES ORGANIZATION
OLD INFRASTRUCTURE
Terminal management redefined: Insourced all airport processes with Refurbishing existing terminal
the new figure of Terminal Manager significant impact on the passenger without additional room (FCO
verifies passenger services experience in order to gain greater Pax/Mq ratio -15% vs. major
functionality (reacting immediately to control and reliability and to guarantee European Hubs average), adapting
address any problems) and provides excellent levels of service: the infrastructure to traffic
information to the passenger: ▪ creation of 100% ADR-owned development and evolution of airport
▪ Dedicated Terminal Manager: subsidiaries: Airport Cleaning; ADR processes, in order to improve:
supported by a dynamic team Security; ADR Assistance (PRM); ▪ customer experience
(~100 HDC, O&M and cleaning) ADR Mobility (Parking) ▪ process efficiency
▪ 9 Information desks ▪ Maintenance: insourcing of ordinary ▪ wayfinding
maintenance activities
6
…WITH A KEY-ROLE OF NEW TECHNOLOGIES
USE OF DIGITAL TECHNOLOGY
BEST-IN-CLASS STATE OF THE ART TO IMPROVE CUSTOMER
INFRASTRUCTURE PROCESS CONTROL EXPERIENCE
Introduction of new technologies Investment in the most advanced Wi-Fi:
in order to optimize existing technologies to strengthen the ▪ No registration required
infrastructures and improve terminal and airside areas ▪ Fast connection speed up to 4 mbps
processes productivity: monitoring: ▪ Unlimited duration and data download
▪ passport control E-gates
▪ Queue beater at security ▪ Extensive participation in New App (4 languages):
checkpoint SESAR ▪ Wayfinding (>2.000 beacons)
▪ X-Ray machines Standard-3 ▪ Implementation of iAOP & APOC ▪ Flight tracking (push notifications)
▪ Person Tracking Technology ▪ Connections from/to the airport
▪ Possibility to book the parking space
▪ Retail information and promotions
7
PASSENGER EXPERIENCE: ALWAYS THE CORE OF OUR APPROACH…
Enhancing comfort and passenger services
CLEANLINESS PREMIUM SERVICES COMFORT ENTERTAINMENT
Paying peculiar attention Transforming the airport into an
to the cleanliness of international theater and
terminals and toilets: showcase of the most
prestigious events in Rome…
▪ Refurbishment of each
sanitary block (precious ▪ >170 events in 2017
materials used and hands- ▪ Exhibition of original
free experience) Roman Ancient statues
▪ Update of all cleaning …with family-friendly play-
procedures and staff areas
training in order to
guarantee the right attitude Business services re- Terminal and boarding areas
imagined: comfort improvement:
▪ New lounges ▪ Destress Areas after
▪ New daily room hotel Security Checks
and business center ▪ Revamped boarding
▪ New dedicated parking areas
areas with exclusive ▪ Charging stations
benefits ▪ Baggage claim
▪ Personal Shoppers refurbishment
▪ Free play Pianos in each
Auditorium della Conciliazione:
boarding area Preview at T3 of the Harry Potter Live Show
8
...WITH A STRONG FOCUS ALSO ON AIRLINES.
PERFORMANCE SURVEY DEVELOPING TERMINAL WITH THE
COOPERATING
FOR COMPREHENSION AIRPORT USERS
MONITORING OF AIRLINE NEEDS ORGANIZATION
Dashboard, based on the first 15 Airlines’ satisfaction and priorities Continuous cooperation with Airlines
carriers in FCO (up to 80% analysis focused on: and Ground Handlers to maximize
passengers) focused on: ▪ Infrastructures operational efficiency and make the
▪ Punctuality ▪ Terminal services/processes best use of the airport capacity
▪ Airport charges ▪ Airside processes
▪ Performance ▪ Boarding/disembarking
▪ Capacity management
▪ Information
▪ Staff services
9
DIGITAL TECHNOLOGIES AS KEY ENABLERS OF THE BUSINESS STRATEGY 10
MAIN OPERATIONAL KPIs SHOW SIGNIFICANT ACHIEVEMENTS
Security(1) Passport Baggage(1) -20%
(mm:ss) Control(1) Delivery Domestic
Flight
(mm:ss) (mm:ss) -29% International
Flight
-45%
40
39:32
7 31:37
6:05 7:30
6 8 29:57
30
5
6 21:20
4
3:22 20
3 4
2 10
2
1
n.d.
0 0 0
2013 2018 2013 2018 2013 2018
YTD YTD YTD
Comfort Cleanliness of toilets Wi-Fi satisfaction(2)
satisfaction(2) satisfaction(2)
+52% +91%
+41%
3,63 3,79
4,00 4,31 4,03 3,59
AVG AVG
Europe 4,00 AVG
3,50 Europe 3,50
Europe
3,00 2,83 2017 2017
3,00 2,83 3,00
2017
2,50 2,50 2,11
2,00 2,00 2,00
1,50 1,50
1,00 1,00 1,00
0,50 0,50
0,00 0,00 0,00
2013 2018 2013 2018 2013 2018
YTD YTD YTD
(1) Waiting time (90% of cases) (mm:ss) (2) ACI – ASQ Survey (1 min 5 max)
11BEST IN CLASS
NEW INFRASTRUCTURE
12BEST IN CLASS DEVELOPMENT OF NEW INFRASTRUCTURE
1,3€ BN INVESTED IN LAST 5 YEARS…
NEW BOARDING AREA E
44.000 CEILING
SQM equal to St. Peter’s Square flooring
LED LIGHTS
16.191 able to light up 14 times
the surface of Milan’s Dome
57.794 EXTERNAL FACADES
SQM equal to 48 Olympic swimming pools
STEEL
36.000t equal to 4,5x Eiffel Tower’s weight
CABLE
655 KM equivalent to distance between Fiumicino
Airport and French Border
132.000 EXTERIOR FLOORING
SQM equal to 20 soccer fields
13…IN ORDER TO GAIN CAPACITY AND IMPROVE CUSTOMER EXPERIENCE…
TERMINAL
CUSTOMER EXPERIENCE CAPACITY INCREASE OPERATIONS IMPROVEMENT
ORGANIZATION
New terminal surfaces designed Increasing capacity by 6 million The construction of the new
and built in compliance with passengers thanks to: boarding area has involved
international best practices and ▪ 90.000 sqm of new terminal area processes improvement:
exalting Italian architectural ▪ 14 loading bridges of which ▪ new BHS System
principles (Skytrax audit report 5 E-code and 2 F-code aa/mm ▪ increasing One Stop
2018) ▪ 8 remote areas Security Flights (avoiding
extra security-check for
connecting passengers)
▪ Doubling Loading-Bridge
stands for Extra-Schengen
flights
14…DELIVERING BEST IN CLASS RETAIL EXPERIENCE
RETAIL ACTIVITIES 4.650 NEW BOARDING AREA E
SQM
F&B SHOPS 3.500
SQM
SALES IN 2017 >200M €
WALK-THROUGH LAYOUT 1.850
FOR MAIN DUTY FREE SHOP SQM
F&B SHOPS 10
RETAIL POINT OF SALES 40
15NEW BROWN-FIELD
DEVELOPMENTS COME NEXT
16WE WILL MAKE THE BEST USE OF THE CURRENT AIRPORT GROUND BY
STAYING “UNDER ONE ROOF” AS LONG AS POSSIBLE …
TERMINAL 1 EXTENSION BOARDING AREA A
TO BE COMPLETED IN 2022 TO BE COMPLETED IN 2019
BOARDING AREA E 11-24
and
TERMINAL 3 EXTENSION
COMPLETED IN DEC 2016
17… WITH PROJECTS LIKE THE NEW ICONIC «PIAZZA» IN THE REFURBISHED
TERMINAL 1
18THE FULL UTILIZATION OF THE CURRENT GROUND WILL ALLOW FCO CAPACITY
TO GROW UP TO 55 MPPA
+6
MPPA
NEW BOARDING
INFRASTRUCTURES… AREA A
23 new gates
+3
BUILDING ON T2 T1 EXTENSION T1 EXTENSION MPPA
THE BUILT… CLOSURE departures level arrivals level
+2
RENOVATIONS… T3 RENOVATION MPPA
2017 CAPACITY CAPACITY CAPACITY
44 44 MPPA 50 MPPA 55 MPPA 2022
MPPA 2018 2020 2021
BESIDE
OPTIMIZING… PROCESSES METHODS RESOURCES FACILITIES
19THE NEW BUSINESS CITY OF
ROME
21A NEW BUSINESS CITY AT THE HEART OF ITALY’S TRANSPORTATION SYSTEM
▪ 7 Buildings
▪ 77.000 sqm
(co)working
space
▪ 8.600 sqm for
retail and food
▪ 2.000 parking
spaces
▪ 5.200 sqm
conference areas
▪ 41.000 sqm
gardens&green
22THE CORNERSTONES OF THE AIRPORT REAL ESTATE DEVELOPMENT
TERMINAL
NEW BUSINESS CITY OFFICE TOWER THE THIRD HOTEL
ORGANIZATION
• Construction start in H2 2019 • Construction starts in 2019 and ends in • Construction start in H2 2019 and ends
2021 in H1 2022
• Opening of phase 1 (first 5 buildings)
in H2 2022, phase 2 a year later • In close proximity of Terminal 1 • Adjacent to Terminal 1
• Environmental certification LEED • Environmental certification LEED Gold • Environmental certification LEED Gold
Gold
• Gross surface of 13.000 sqm and cost • 289 rooms, gross surface of 17.000 sqm
• 800 seat auditorium located in the of 32 M Euro and total cost of 35 M Euro
Congress Centre (1300 pax)
TOTAL ESTIMATED INVESTMENT OF 240 M EURO
23THANK YOU
The “Vitruvian man” statue, made by artist Mario Ceroli, was restored in 2017.
As of today, the statue is installed at the the center of the airport ,
becoming the new meeting point In the departure hall of Terminal 3 for passengers
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