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“We have to look at advanced solutions,” Joppart concludes.
Some of the visionary ideas thrown up by the ACARE work are
unlikely to be realised quickly, he accepts, but in combination
they will add up to an ATM network quite different from
today’s: one with system-wide tactical control, the ability to
modify plans in real time, and no discrepancies between flight
plan, airport slot and ATFM slot.
“What we are looking at is
a seamless 4D system in
which the airport and enroute
elements operate
under a full collaborative
decision making system”
ATM AND AIRPORTS: CHALLENGES FOR EUROPE
92
EUROPEAN AIRPORTS:
MEETING PASSENGER
EXPECTATIONS
Anne Paylor looks at how airports are improving the passenger experience
93
ith the European Union focusing increasing
attention on the rights of air travellers and with
airports adopting market-oriented business
strategies that require a much higher standard of customer
service, the passenger is fast becoming the key focus of
attention at the airport.
As air travellers become more experienced, sophisticated
and demanding, airport quality management systems need to
include continuous monitoring of passenger satisfaction levels
in order to maintain standards, identify areas for
improvement, and benchmark service performance.
Airports Service Quality (ASQ) Programme
To that end, ACI has launched the Airport Service Quality
(ASQ) programme, which kicks off from January 2006. Positive
feedback from airports that participated in a two-year joint
ACI/IATA project to gather data from airline customers has led
ACI to build on the process with a new more adaptable
system. It aims to enhance customer satisfaction at all
participating airports by identifying best practice throughout
the industry, allowing airports to benchmark performance
against it.
The ASQ programme will be managed by ACI and will
guarantee customers of the joint IATA/ACI benchmark a
seamless transition into the new initiative. To ensure this, the
ASQ programme will provide full continuity with the former
programme’s questionnaire, methodology, existing survey and
reporting deliverables and fieldwork. New features will also be
added during 2006 and in order to enhance the value of the
programme ACI will establish a high-level Global Airport
Strategy Forum to discuss research and implementation
strategies. ACI also hopes to optimise ASQ output by
customising the reports to any format that meets the airport’s
needs and airports that require their data quickly will be
offered a Hot Alert Service.
Airport Voluntary Commitment to passengers
In 2001, following extensive consultation with consumers,
European governments, the European Commission and the
air transport industry, Europe’s airports developed an Airport
Voluntary Commitment on Air Passenger Service which
contains commitments to deliver a defined quality of service
to air travellers. Although the commitments are not legally
Airport quality
management systems
need to include
continuous monitoring
of passenger
satisfaction levels
W
binding, signatories continually strive to achieve the
standards of quality set out in the Commitment on a
consistent basis.
The Commitment takes into account the fact that when a
passenger buys an air ticket their contract is with the
airline: no contractual relationship exists between
passengers and airports. “However, airport operators
recognise that they have a duty of care towards the
passengers,” ACI EUROPE concedes.
The Commitment also highlights the fact that many
‘airport services’ are not performed by the airport operator
at all and, although airports strive to work closely with all
business partners and government agencies, they often have
little or no choice over the selection of these suppliers. This
can include critical services such as ground handling, which
is organised by airlines and encompasses check-in and
baggage delivery, as well as security checks, border controls,
airport access, etc. ACI EUROPE highlights how its members
across 45 European countries cannot be held responsible
should these services fall below a desired level. Often poor
service standards adversely affect the image of an airport
although the operator is not at fault. It is a constant struggle
for Europe’s airports to address this challenge.
The 11 commitments cover key areas that directly affect
the passenger journey: assistance during periods of
significant delays or disruption, trolley management, wayfinding
　
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