overview on airport operation

LEARNING & DEVELOPMENT MANAGEMENT LEARNING & DEVELOPMENT MANAGEMENT

“ BASIC AIRPORTS OPERATIONS COURSE ”“ BASIC AIRPORTS OPERATIONS COURSE ”OVERVIEW ON AIRPORT OPERATION OVERVIEW ON AIRPORT OPERATION

Vision:

“To provide world class

airport

services

to all our customers”

Vision:

“To provide world class

airport

services

to all our customers”

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Malaysia Airports Holdings Berhad (487092-W)

OVERVIEW ON AIRPORT OVERVIEW ON AIRPORT OPERATION DIVISIONOPERATION DIVISION

BASIC AIRPORT OPERATION BASIC AIRPORT OPERATION COURSECOURSE

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OBJEKTIVEOBJEKTIVE

1.1. To analyze the role of Airport Operations DivisionTo analyze the role of Airport Operations Division

2.2. To discuss on AETRA BenchmarkingTo discuss on AETRA Benchmarking

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• Airport Operation Division Consists:Airport Operation Division Consists:

• AIRPORT OPERATION CENTREAIRPORT OPERATION CENTRE

• TERMINAL OPERATION SERVICESTERMINAL OPERATION SERVICES

• FLIGHT OPERATION CENTREFLIGHT OPERATION CENTRE

• LANDSIDE OPERATIONSLANDSIDE OPERATIONS

AIRPORT OPERATIONS DIVISIONAIRPORT OPERATIONS DIVISION

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HJ DAUD HOSNANHJ DAUD HOSNAN

GENERAL MANAGERGENERAL MANAGER

MALAYSIA AIRPORT ( SEPANG )MALAYSIA AIRPORT ( SEPANG )

PN ZANITA ZAKARIAPN ZANITA ZAKARIA

SENIOR MANAGERSENIOR MANAGER

HEAD OF OPERATIONHEAD OF OPERATION

MOHD FAUZI MOHD FAUZI AHMADAHMAD

AOC MANAGERAOC MANAGER

BAHARUDDIN BAHARUDDIN ATAN ATAN

TERMINAL TERMINAL MANAGERMANAGER

BAHARUDDIN BAHARUDDIN ATANATAN

FOC MANAGERFOC MANAGER

CHENG LI CHENG LI PERNG PERNG

JAMALULDDINJAMALULDDIN

AIRSIDE OPS AIRSIDE OPS MANAGERMANAGER

MOHD ARIFF MOHD ARIFF JAAFARJAAFAR

LANDSIDE LANDSIDE MANAGERMANAGER

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The OBJECTIVE OF AIRPORT OPERATIONS DIVISION

• To focus on improving the quality of services provided by KLIA

• To provide safe efficient and economical operation service to our entire customers

• To Comply with Civil Aviation Act 1996 and ICAO standards


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THE ROLES OF AIRPORT OPERATIONS DIVISION

• To ensure all operation facilities at KLIA are serviceable at all time

• To update and enhance SOPs

• To manage crisis efficiently


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ROLE AND RESPONSIBILITY OF EACH UNIT IN AIRPORT OPERATIONS DIVISION

• AIRPORT OPERATION CENTRE ( AOC )

The Centre to monitor, co-ordinate and direct airport operations Strategic viewpoint of all airport actives


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AIRPORT OPERATIONS DIVISIONAIRPORT OPERATIONS DIVISION• ROLE AND RESPONSIBILITY OF EACH UNIT IN ROLE AND RESPONSIBILITY OF EACH UNIT IN AIRPORT OPERATIONS DIVISION AIRPORT OPERATIONS DIVISION

• AIRPORT OPERATION CENTRE ( AOC ) ( COUN’T)AIRPORT OPERATION CENTRE ( AOC ) ( COUN’T)

Fully co-ordinate operating procedures Fully co-ordinate operating procedures with with Airside, Terminal and Landside Airside, Terminal and Landside divisiondivision

Promotes safe and efficient airport Promotes safe and efficient airport operationsoperations

To interface with various departments To interface with various departments and and agencies operating in the airportagencies operating in the airport

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• ROLE AND RESPONSIBILITY OF EACH UNIT IN ROLE AND RESPONSIBILITY OF EACH UNIT IN AIRPORT OPERATIONS DIVISIONAIRPORT OPERATIONS DIVISION

• TERMINAL OPERATION SERVICESTERMINAL OPERATION SERVICES

Manage the Main Terminal Building, Satellite Building, Manage the Main Terminal Building, Satellite Building, Contact Pier, and Bunga Raya ComplexContact Pier, and Bunga Raya Complex

Provide operational services to passengers, airport Provide operational services to passengers, airport users, airline operators, concessionaires, government users, airline operators, concessionaires, government agencies as well as to other relayed agencies.agencies as well as to other relayed agencies.

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• TERMINAL OPERATION SERVICES ( Cont…)TERMINAL OPERATION SERVICES ( Cont…)

To manage and work closely with PR Division in handling To manage and work closely with PR Division in handling complaints complaints from customers, airport users and passengers.from customers, airport users and passengers.

To ensure the terminal area are clean and efficient for the comfort To ensure the terminal area are clean and efficient for the comfort and and convenience of the passengers.convenience of the passengers.

To ensure that the VVIP/VIP are properly taken care of and ensure To ensure that the VVIP/VIP are properly taken care of and ensure safe, safe, smooth and expeditious passage while at the airportsmooth and expeditious passage while at the airport

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• FLIGHT OPERATION CENTREFLIGHT OPERATION CENTRE

Daily Gate PlanningDaily Gate Planning

Real Time Gate ManagementReal Time Gate Management

Flight Information Management ( FIDS )Flight Information Management ( FIDS )

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• ROLE AND RESPONSIBILITY OF EACH UNIT ROLE AND RESPONSIBILITY OF EACH UNIT IN AIRPORT OPERATIONS DIVISIONIN AIRPORT OPERATIONS DIVISION

• FLIGHT OPERATION CENTRE ( Cont..)FLIGHT OPERATION CENTRE ( Cont..)

Slot Co-ordination with MASSlot Co-ordination with MAS

Daily Check-In Counter AllocationDaily Check-In Counter Allocation

Real Time Check in Counter Real Time Check in Counter ManagementManagement

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• AIRSIDE OPERATIONAIRSIDE OPERATION

Airfield Safety UnitAirfield Safety Unit

Licensing and Enforcement UnitLicensing and Enforcement Unit

Bird Control and EnvironmentBird Control and Environment

Space Planning and LogisticsSpace Planning and Logistics

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ROLE AND RESPONSIBILITY OF EACH UNIT IN ROLE AND RESPONSIBILITY OF EACH UNIT IN AIRPORT AIRPORT OPERATIONS DIVISIONOPERATIONS DIVISION

• LANDSIDE OPERATIONLANDSIDE OPERATION

To ensure the efficiency and safety of the landside To ensure the efficiency and safety of the landside activitiesactivities

To coordinate with internal and external parties on To coordinate with internal and external parties on accidents, accidents, vandalism, road damage, etcvandalism, road damage, etc

To formulate and update procedures and policiesTo formulate and update procedures and policies


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PUBLIC TRANSPORT

• Access Management

• Curbside Management


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AETRA BENCHMARKING SURVEY

The International Air Transport Of Association ( IATA) Global Airport Monitoring Customer Satisfaction Benchmarking Program was developed to provide “valuable information for marketing and tracking data”.

Each participant airport can compare their service level with other airports around the world, and explore passengers’ today experience for improvement purposes


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• Survey Methodology:Survey Methodology:

The airport survey is conducted by distributing The airport survey is conducted by distributing questionnaires to passengers at the gate lounges prior to questionnaires to passengers at the gate lounges prior to their departure. their departure.

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• AETRA BENCHMARKING SURVEYAETRA BENCHMARKING SURVEY

• passengers satisfaction survey is conducted on passengers satisfaction survey is conducted on the airport services and facilitiesthe airport services and facilities

Type of service element:Type of service element:

1.1. Airport Services ElementAirport Services Element

2.2. Airline Services ElementAirline Services Element

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• AIRPORT SERVICES ELEMENT:AIRPORT SERVICES ELEMENT:

Overall satisfaction with the airportOverall satisfaction with the airport

Ease in finding ways through the airport/signpostingEase in finding ways through the airport/signposting

Flight Information ScreensFlight Information Screens

Ease of making connections to other flightsEase of making connections to other flights

Availability of baggage CartsAvailability of baggage Carts

Helpfulness and courtesy of the airport staffHelpfulness and courtesy of the airport staff

Restaurant / Eating FacilitiesRestaurant / Eating Facilities

Shopping Facilities…………..( cont…Shopping Facilities…………..( cont…

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• AIRPORT SERVICES ELEMENT:AIRPORT SERVICES ELEMENT:

CleanlinessCleanliness

Airport ComfortAirport Comfort

Security InspectionSecurity Inspection

Parking FacilitiesParking Facilities

Ground TransportationGround Transportation

Ambience Of The AirportAmbience Of The Airport

Business FacilitiesBusiness Facilities

Speed of baggage handlingSpeed of baggage handling

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• AIRLINE SERVICES ELEMENT:AIRLINE SERVICES ELEMENT:

Waiting Time in Check-In Queue/LineWaiting Time in Check-In Queue/Line

Efficiency Of Check-in StaffEfficiency Of Check-in Staff

Courtesy / Helpfulness of Check-In StaffCourtesy / Helpfulness of Check-In Staff

Business Executive LoungesBusiness Executive Lounges

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• KLIA Achievement in The Year of 1999:KLIA Achievement in The Year of 1999:

For the year 1999,KLIA obtained these status in the World Ranking for For the year 1999,KLIA obtained these status in the World Ranking for Airport between 15 to 25 mppa:Airport between 15 to 25 mppa:

No. 4 for Overall Passenger satisfactionNo. 4 for Overall Passenger satisfaction

No. 3 for Overall Business Passenger SatisfactionNo. 3 for Overall Business Passenger Satisfaction

No. 5 for Overall Leisure passenger SatisfactionNo. 5 for Overall Leisure passenger Satisfaction

For all airport categories, KLIA was ranked 6For all airport categories, KLIA was ranked 6thth Best Airport Best Airport

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KLIA Achievement In The Year 2003:-

1. KLIA voted best emerging airport in Asia in the category for handling less than 500,000 tonnes of cargo

2. KLIA top five airports in the world in terms of overall passengers satisfaction is a survey by AITA, after

Dubai, SIN, Hong Kong and Copenhagen Airport


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KLIA Achievement In the Year 2003:-

3. KLIA is among the top ten airport in the 2003 Airport Of The Year survey done by Skytrax Research,

4. KLIA 3rd in the world for the 15-25 mppa category in Airport World Global Services Excellence Award

5. KLIA 2nd 15-25 mppa category for Middle East/Asia Pacific Region in The Airport World Global Service Excellence Award.


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As a conclusion, you should now understand the roles and functions of the airport Operations Division and how the airport measures its services and facilities for improvements and future developments,

Just remember, our vision,

PROVIDE WORLD CLASS SERVICES

TO ALL OUR CUSTOMERS!

CONCLUSIONCONCLUSION

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-End of presentation-

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Malaysia Airports Holdings Berhad (487092-W) Thank youThank you

End of End of PresentationPresentation