ACI NEWS The world in motion
A milestone for the Airport Service Quality (ASQ) Survey programme was passed in January 2011, when Memphis International Airport became the 200th airport to sign up for the programme. Craig Bradbrook, ACI World’s programme director, is pleased
to see a surge in airports joining the ASQ Survey this year. In January alone, 17 new participants joined the ASQ’s Main Survey and two airports were welcomed into the ASQ Regional Survey programme. New members for the Main Survey are: Bahrain; Nassau (Bahamas);
Chang Mai (Thailand); Regina (Canada); St John’s (Canada); Ahmedabad (India); Goa (India); Trivandrum (India); Calicut (India); Guwahati (India); Jaipur (India); Pune (India); Mauritius; Baltimore (USA); Memphis (USA); and Washington – Dulles and National airports (USA). New members for the Regional Survey are Puerto Montt (Chile) and
Springfield, Missouri (USA). ASQ now counts 208 airports in total, 64 out of the 100 largest
airports (by passenger numbers) in the world, eight out of the largest 20 airports in North America, 18 out of the largest 20 airports in Europe and 16 out of the largest 20 airports in Asia-Pacific.
Nancy Gautier provides an update of the latest ACI news and developments from across the globe. Customer service excellence
This balanced spread is a testimony to the global value of
the ASQ Survey and the positive interaction between participants. The full list of participants can be found at
www.airportservicequality.aero. Attendance at the regional forums is growing as well, with
more and more airports seizing the opportunity to share best practices in a transparent manner. Airports Authority of India (AAI) has brought another seven
of its airports into the Survey process, making a total of nine AAI airports. Bradbrook is pleased to see large authorities like AAI using the
ASQ Survey to benchmark the airports within its own group. Also in the ASQ news, Halifax Stanfield International Airport,
Canada and King Fahd International Airport, Damman, Saudi Arabia have passed certification to industry best practice service quality management, under the ASQ Assured programme. Aéroports de Montréal (ADM) has also joined this programme and is expected to undergo certification later this year.
Developing industry standards and recommended practices
ACRIS update Eleven representatives from eight airports and business partners met at the sixth meeting of the Airport Community Recommended Information Services (ACRIS) Working Group at Amsterdam Schiphol headquarters in January. Their agenda: • Finish the draft ACRIS Recommended Practice (RP) • Review the three service descriptions that have already been drafted (Public Flight Data, Passenger Status, and Self Service Drop Off Point services)
• Agree on the ACRIS work plan for 2011 The draft RP text was finished with unanimous consensus amongst
the various Airport IT specialists worldwide. At this moment, the RP text, its annexes and its supporting documents are about to be distributed to all ACI representatives through a ‘Bulletin to members’, in order to provide a period of two months for revision. After that, the RP, with the comments received, will be presented to
the ACI World Governing Board for approval. Please watch for this Bulletin and pass along to your IT experts for review and comment.
Self-service baggage A second recommended practice under consideration is the ‘Self-Service Baggage Process’ RP, which will also be presented to the World Governing Board for approval in April. The RP describes the recommended process and framework to provide
passenger self-service capability when checking their hold baggage, covering aspects as self-tagging, and common use self-service bag-drops.
16 AIRPORT WORLD/FEBRUARY-MARCH 2011 Initially launched under the IATA Fast Travel Working Group in 2009
- under the ‘Bags Ready to Go’ project, the current version (second revision) reflects input from various members of the ACI World Airport IT Standing Committee and ACI-NA Business IT Committee, who have been actively participating in the development of this RP. ACI-NA and ACI World staff members have been actively involved as well. ACI’s approval would add value to this RP for the following reasons:
• Facilitating the airport-airline co-ordination when implementing this process
• Helping the dialogue with government entities towards a future lifting of restrictions for self-tagging
• Continuing the joint industry collaboration that started with the CUPPS project.
• Adding synergies with existing recommended practices such as CUPPS, AIDX, and others.
• Supporting the need of an information exchange framework between aviation stakeholders (for example to use the ACRIS framework as a recommended implementation tool) An Implementation guide is under development as well, and ACI
members who have reviewed it are sending positive feedback. Again we welcome member review and note that the RP has also been
distributed to the broad ACI membership via a ‘bulletin’ following the usual ACI RP approval process, which provides two months for member revision and comments before the final endorsement by the ACI World Governing Board. For more information on ACI World’s Airport IT initiatives, contact Arturo García at
agarcia@aci.aero
Page 1 |
Page 2 |
Page 3 |
Page 4 |
Page 5 |
Page 6 |
Page 7 |
Page 8 |
Page 9 |
Page 10 |
Page 11 |
Page 12 |
Page 13 |
Page 14 |
Page 15 |
Page 16 |
Page 17 |
Page 18 |
Page 19 |
Page 20 |
Page 21 |
Page 22 |
Page 23 |
Page 24 |
Page 25 |
Page 26 |
Page 27 |
Page 28 |
Page 29 |
Page 30 |
Page 31 |
Page 32 |
Page 33 |
Page 34 |
Page 35 |
Page 36 |
Page 37 |
Page 38 |
Page 39 |
Page 40 |
Page 41 |
Page 42 |
Page 43 |
Page 44 |
Page 45 |
Page 46 |
Page 47 |
Page 48 |
Page 49 |
Page 50 |
Page 51 |
Page 52 |
Page 53 |
Page 54 |
Page 55 |
Page 56 |
Page 57 |
Page 58 |
Page 59 |
Page 60 |
Page 61 |
Page 62 |
Page 63 |
Page 64 |
Page 65 |
Page 66 |
Page 67 |
Page 68 |
Page 69 |
Page 70 |
Page 71 |
Page 72 |
Page 73 |
Page 74 |
Page 75 |
Page 76 |
Page 77 |
Page 78 |
Page 79 |
Page 80