Principles of Airport Management - Secretaría de la CLACclacsec.lima.icao.int/Reuniones/2007/Seminario-Chile/Presentaci... · Principles of Airport Management ˘ ˇˇ ... Infrastructure

1

Strategic Airport Management Programme9-13 April 2007

Principles of Airport Principles of Airport ManagementManagement

��

��

��


��Role of Aviation AuthorityRole of Aviation Authority�� Establish policies for each aspect of airport functions Establish policies for each aspect of airport functions

and manage service standardsand manage service standards�� Regulate and promote development of air servicesRegulate and promote development of air services�� Certification and safety oversight of national Certification and safety oversight of national

registered aircraftregistered aircraft

��Role of airport operatorRole of airport operator�� Maintenance and operations of airportMaintenance and operations of airport�� Provision of air traffic control services within the Provision of air traffic control services within the

national flight information regionnational flight information region�� Provide airport fire and rescue servicesProvide airport fire and rescue services�� Other commercial activities and services (including Other commercial activities and services (including

nonnon--aviation related)aviation related)

Regulatory Regulatory vsvs nonnon--regulatoryregulatory

2


��Gateways to the worldGateways to the world��Architectural showpiecesArchitectural showpieces��National iconsNational icons��Commercial/shopping Commercial/shopping centrescentres��Infrastructure contributing to national Infrastructure contributing to national

economyeconomy

Modern Day AirportsModern Day Airports


��Airport Operations constitute:Airport Operations constitute:--�� All activities involved in ensuring the smooth and All activities involved in ensuring the smooth and

efficient handling aircraft, passenger and cargoefficient handling aircraft, passenger and cargo�� Includes operations of passenger terminals, hangars, Includes operations of passenger terminals, hangars,

runways, taxiways, apron, aircraft parking areas, runways, taxiways, apron, aircraft parking areas, airfreight terminals, airport logistics and real estate, airfreight terminals, airport logistics and real estate, commercial developmentscommercial developments

��Airport Operators are expected to:Airport Operators are expected to:--�� Provide safe and efficient airport operations and userProvide safe and efficient airport operations and user--

friendly facilities and servicesfriendly facilities and services�� Pressure is there to meet needs and expectations of Pressure is there to meet needs and expectations of

many faceted airport users many faceted airport users –– clients (passengers, clients (passengers, airlines, cargo/ freight forwarders)airlines, cargo/ freight forwarders)

Airport OperationsAirport Operations

3


Airport StakeholdersAirport Stakeholders��Typical involve multitude of Airport Typical involve multitude of Airport

Organizations including:Organizations including:�� Government AgenciesGovernment Agencies�� AirlinesAirlines�� Ground Handling CompaniesGround Handling Companies�� Cargo AgentsCargo Agents�� Oil CompaniesOil Companies

((refuellingrefuelling/storage)/storage)�� Concessionaires Concessionaires �� Ground Transport CompaniesGround Transport Companies�� Service ProvidersService Providers


�� Government Agencies includeGovernment Agencies include�� Airport AuthorityAirport Authority�� Customs, Immigration & Health (Quarantine)Customs, Immigration & Health (Quarantine)�� Telecommunications and Land Transport AuthoritiesTelecommunications and Land Transport Authorities�� Police/Security AuthorityPolice/Security Authority�� Trade and Tourism DepartmentsTrade and Tourism Departments�� Public Works/ Veterinary DepartmentsPublic Works/ Veterinary Departments

Airport StakeholdersAirport Stakeholders

4


��Airport is a service industryAirport is a service industry��Establish service oriented policies geared towards Establish service oriented policies geared towards

needs of clients which include passengers, needs of clients which include passengers, airlines, cargo operatorsairlines, cargo operators

��Manage, monitor and control established policies Manage, monitor and control established policies via service standards:via service standards:--�� Speed of clearance, baggage deliverySpeed of clearance, baggage delivery�� Satisfaction of customersSatisfaction of customers�� Availability of servicesAvailability of services�� Competitive pricing, value for moneyCompetitive pricing, value for money

Establishing Airport PoliciesEstablishing Airport Policies


��Close working relationship between airport Close working relationship between airport operators and each of the airport organization operators and each of the airport organization and between airport organization themselvesand between airport organization themselves

��Balance different components of operationsBalance different components of operations�� EgEg facilitation facilitation vsvs security security vsvs commercialcommercial

��Setting common standards on safety, efficiency Setting common standards on safety, efficiency and serviceand service

��Meet needs of clientsMeet needs of clients�� Passengers, airlines, shippers, ground handlersPassengers, airlines, shippers, ground handlers

��Strive to achieve winStrive to achieve win--win situation for allwin situation for all

Key PrinciplesKey Principles

5


��Safety and Security will not be compromisedSafety and Security will not be compromised��Paramount importance to maintain safety and Paramount importance to maintain safety and

security of the airports at all times security of the airports at all times �� fundamental driver in airport operationsfundamental driver in airport operations

��Lapses in safety or security could result in serious Lapses in safety or security could result in serious consequences affecting lives of passengers and consequences affecting lives of passengers and airport staff, damages to property and create airport staff, damages to property and create irreparable damage to the image of airport.irreparable damage to the image of airport.

��Security of airports rests with the respective Security of airports rests with the respective government, and will work with them to ensure the government, and will work with them to ensure the security and safety of operations.security and safety of operations.

Safety and SecuritySafety and Security


Safety and SecuritySafety and Security�� Integrity of Airport Safety Integrity of Airport Safety

and Security Plansand Security Plans��Security ProgramsSecurity Programs

�� Provide close coordination Provide close coordination and full cooperation with and full cooperation with national security services for national security services for overall airport security to overall airport security to combat threatscombat threats

�� Need good level of security Need good level of security consciousness and consciousness and awareness by airport staffawareness by airport staff

�� Need to overcome the Need to overcome the threat of complacencythreat of complacency

6


Safety and SecuritySafety and Security��Safety ProgramsSafety Programs

�� Strict management and Strict management and enforcement of airside enforcement of airside safety, safety,

�� Train apron vehicle drivers Train apron vehicle drivers and equipment operatorsand equipment operators

�� Schedule safety evacuation, Schedule safety evacuation, emergency drills and crash emergency drills and crash exercises to ensure staff exercises to ensure staff are aware of their rolesare aware of their roles

�� Provide sufficient and Provide sufficient and properly located evacuation properly located evacuation pointspoints


��Efficiency is critical to achieve:Efficiency is critical to achieve:--�� reliability of servicereliability of service�� pursuit of conveniencepursuit of convenience�� time savingstime savings�� price valueprice value

��Facilitation of passengers, bags and cargo at Facilitation of passengers, bags and cargo at the airports as differentiating factorthe airports as differentiating factor

��Optimal staffing, equipment and facilitiesOptimal staffing, equipment and facilities��Keep operating expenses down Keep operating expenses down ��Achieve a quick turnaround and onAchieve a quick turnaround and on--time time

departure for airlinesdeparture for airlines��Provide adequate infrastructure and facilitiesProvide adequate infrastructure and facilities

Airport Operational EfficiencyAirport Operational Efficiency

7


��Streamlining and reStreamlining and re--engineering operational engineering operational processesprocesses

��Applying technology to Applying technology to improve airport efficiencyimprove airport efficiency

��Develops and applies a Develops and applies a standardised set of airport standardised set of airport operations manual for the operations manual for the full spectrum of airport full spectrum of airport operationsoperations

Airport Operational EfficiencyAirport Operational Efficiency

Immigration Auto-Clearance System

Wireless Check-in


�Passengers’ first and last impression of the destination

�Develop a culture of “service excellence” creating sense of pride amongst airport staff

�Actual level of service at each airport will vary depending on hygiene factors

�Promote ISO certification

Service Quality DeliveryService Quality Delivery

8


Free InternetMovie Theatre

New Facilities to Improve ServicesNew Facilities to Improve Services


�� Investing in human resource development, Investing in human resource development, equipping staff with the necessary skills for equipping staff with the necessary skills for their assigned responsibilitiestheir assigned responsibilities

��Continuous training to enhance staff skillsContinuous training to enhance staff skills�� Improving productivity and morale.Improving productivity and morale.��Respect the rights and entitlements of staffRespect the rights and entitlements of staff��Create a work environment that is supportive Create a work environment that is supportive

and stimulatingand stimulating��Rewards initiative and effortRewards initiative and effort��Compensates employees at a level that Compensates employees at a level that

ensures the recruitment and retention of a ensures the recruitment and retention of a high calibre, effective, productive professional high calibre, effective, productive professional and technically qualified staffand technically qualified staff

Human Resource DevelopmentHuman Resource Development

9


��Airports with healthy Airports with healthy financial returns financial returns instillinstillconfidence in the confidence in the stakeholders and stakeholders and airlinesairlines

��Maximising commercial Maximising commercial returns is produces returns is produces positive financial returnspositive financial returns

��Development of nonDevelopment of non--aeronautical revenues aeronautical revenues benefit airlines and benefit airlines and improve improve competitivenesscompetitiveness

Commercial DevelopmentCommercial Development


��Optimise commercial Optimise commercial opportunities with opportunities with initiatives, diversification, initiatives, diversification, effective commercial retail effective commercial retail layout, promotional layout, promotional campaignscampaigns

��maximise cargo and maximise cargo and logistics potentiallogistics potential

Commercial DevelopmentCommercial Development

10


Translate expectations of service standards into Translate expectations of service standards into quantifiable measures, differs from airport to airportquantifiable measures, differs from airport to airport��Processing speedProcessing speed

�� checkcheck--in processin process�� immigration/customs clearanceimmigration/customs clearance�� paxpax and baggage security screeningand baggage security screening�� baggage deliverybaggage delivery

��Functionality standardsFunctionality standards�� Minimum connecting timeMinimum connecting time

��Availability Availability �� Key operating systemsKey operating systems

egeg flight monitor, escalators, trolleysflight monitor, escalators, trolleys

��Financial performanceFinancial performance�� P&LP&L

Performance StandardsPerformance Standards

Documents

Principles of Airport Management - Secretaría de la CLACclacsec.lima.icao.int/Reuniones/2007/Seminario-Chile/Presentaci... · Principles of Airport Management ˘ ˇˇ ... Infrastructure