Hyderabad Airport: Rajiv Gandhi International Airport

Hyderabad Airport ONE FAMILY, ONE MISSION

www.hyderabad.aero

Hyderaba

ONE FAMILY, O

The city of Hyderbad in India may be more recogn but this may be about to chang RESEARCH BY

2

[ DEC 2018 ] BUSINESS EXCELLENCE

Jo

ad Airport

ONE MISSION

nized as a pharma and IT hub to those in the west, ge thanks to Hyderabad Airport.

oseph Philips BUSINESS EXCELLENCE [ DEC 2018 ]

3

An aerial view of PTB by night

he city of Hyderbad in India may be more recognized as a pharma and IT hub to those in the west, but this may be about to change thanks to Hyderabad Airport. Until as recently as 2008, Hyderabad was without an international airport, despite a population of something over 6 million. 8 years later in 2016, the airport is already becoming an invaluable tool in bringing Hyderabad to the world and showing all that it has to offer.

Its CEO, Mr Sgk Kishore recently told us:

T

4

[ DEC 2018 ] BUSINESS EXCELLENCE

“I can confidently say that Hyderabad has set a benchmark for airports that followed.”

The airport has experienced double-digit growth every year since its inuguration and in 2015, welcomed 12.5 million passengers through its gates. This is set to climb to over 15 million in 2016. The passengers aren’t just domestic, either: the airport already has connectivity to over 50 global cities, either through direct or multi-stop flights. The livery on the aircraft parked outside its terminals show companies from countries in the

HYDERABAD AIRPORT

“Hyderbad Airport was conceived over 10 years ago, as the city’s planners decided that an airport was required to develop the burgeoning city’s potential”

Middle East and beyond: impressive progress achieved in only 8 short years.

An Airport India can be proud of Hyderbad Airport was conceived over 10 years ago, as the city’s planners decided that an airport was required to develop the burgeoning city’s potential. Research was conducted into all aspects of how a wellfunctioning modern airport should be in terms of best practice, best design and ultimately, the best product for the end customer. A

BUSINESS EXCELLENCE [ DEC 2018 ]

5

BEUMER GROUP BEUMER Group is an international manufacturing leader in intralogistics in the fields of conveying, loading, palletising, packaging, sortation and distribution technology including Baggage Handling System.

Together with all its subsidiaries, BEUMER Group employs some 4,000 people and is present in many industries worldwide.

Our area of activities ranges from systems for bulk material and piece good transport, packaging and palletising technology for food and building materials to solutions for mail-order business, post applications and baggage handling. We are a competent global service partner, backed by a worldwide customer support network www.beumergroup.com

SOME THINK AIRPORT EFFICIENCY HAS REACHED ITS LIMITS. WE THINK DIFFERENT. “Streamlined” is a term often used in the aviation industry. Where some apply it to aeronautics, we apply it to excellence in baggage handling.

BEUMER Group offers a unique blend of hardware, software and “brainware”.

For us, streamlining doesn’t simply mean quicker, greener and safer technology. It means seamlessly integrating end-to-end baggage handling solutions that meet an airport’s specific requirements. For us, efficiency doesn’t end with project commissioning; it just starts there. Our global Customer Support organisation ensures you reap efficiency gains from day one and continue to do so long into the future.

For efficiency without limits, visit www.beumergroup.com

BEU_AirportsCrisbag_AirportAdvertIndia_165x117_EN.indd 1

6

[ DEC 2018 ] BUSINESS EXCELLENCE

21.06.16 13:37

HYDERABAD AIRPORT

decision was made to use the public-private partnership model for funding – the first of its kind in India, and construction works began in 2005.

The construction phase for the airport created an estimated 830,000 jobs directly or indirectly in the Hyderabad region. It included the building of a 4.2km runway – long even by international standards – a specialized termin and the impressive passenger terminal. The future ambitions of the team behind the airport

are exhibited by the fact that the airport is one of the first in the world to be modular – that is, future expansion can be carried out without disturbing any of the airport’s operations.

The IATA recently named it one of the world’s best airport in the 5-15 million passenger capacity. It’s the seventh consecutive time that the airport has received the award since its inauguration in 2008 and is highlights the good work has been achieved in such a short time. Elsewhere, Hyderabad and Glasgow

“The construction phase for the airport created an estimated 830,000 jobs directly or indirectly in the Hyderabad region”

Mr. SGK Kishore CEO

BUSINESS EXCELLENCE [ DEC 2018 ]

7

were recently the world’s first airports to receive British Safety Council awards in the area of safety and sustainability.

Dedication to visitors The IATA award metioned in the previous section was only achieved through Hyderabad’s unrelenting focus on its visitors.

That particular award is based on passenger feedback, which uses 24 different paramaters.

The success reflects the airport’s core focus on passenger experience which can be seen everywhere: from its online feedback systems and actively maintained social media channels.

The airport also has its own call centre and regularly maintained e-mail accounts. There is also a department, QSD, standing for Quality Service Department, which looks into all the passenger feedback and looking to see how the service can be improved. Theirs is a constant dialogue with passengers to establish their expectations, and looking to improve on any negative comments that appear. As Mr. Kishore points out: “the bottom line is that we put a lot of focus on core passenger experience.

Passengers are the ultimate customer.”

Management view the terminal as a hotel lobby. This means that many of the people

“The bottom line is that we put a lot of focus on core passenger experience. Passengers are the ultimate customer”

8

[ DEC 2018 ] BUSINESS EXCELLENCE

HYDERABAD AIRPORT

in India to offer mobile check-in working there have hospitality Did you know? using QR codes. experience. There are regular brainstorming workshops, Local engagement feedback panels, roundtable Hyderabad From the outset, the management discussions which involve all the Airport has of Hyderabad Airport have airport’s stakeholders. In short, created, directly understood the importance of veryone is engaged in making or indirectly, local engagement. Because the the customer service among the around 830,000 Indian aviation industry is still best in the aviation industry: from jobs in the city nascent in global terms (until the people working in retail, to now, rail has been a far more catering and even the security popular mode of transport within staff. “At every stage, we’re asking the country’s borders), several products and passengers what they’d like to see added to employees were drafted in from abroad for the the airport” says Kishore. airport’s startup. Slowly but surely, however, Its innovation in the area of airport more and more locals are being employed… technology has also been developed in and the airport is thriving as a result. lessening the hassle that travellers have One measure taken by the airport to sometimes come to expect from airports. For develop and harness the skills and abilities example, it was the first airport approved for of locals is the so-called Aviation Academy. the e-boarding solution which was developed All areas of the airport from retail to security in-house. It means that passengers can board have certified courses, which can be availed of planes with minimal manual intervention. This without any cost to the individual. The result is comes in addition to being the first airport

BUSINESS EXCELLENCE [ DEC 2018 ]

9

An aerial view of PTB by night

not only that locals can upskill, but also that a spirit of self-development is fostered in every corner of the business.

Beyond its own employes, the airport had had a tangible effect on the lives of thousands of others besides. It has created, directly or indirectly, around 830,000 jobs in the city and its evirons. Around 120,000 jobs were created at the inception phase alone, while its contribution to the local economy is estimated at running into billions of rupees. The construction

10

[ DEC 2018 ] BUSINESS EXCELLENCE

phase– spread over three years - generated just under 12 billion rupees.

Partners and Suppliers It does not take much time to realize why Hyderbad, as Mr. Kishore elegantly puts it, “is not so much a standalone airport so much as an entirely integrated ecosystem”. The “one family, one vision” motto that it uses extends to its partners. These range from international companies with signficant presence in India, such as Larsen & Toubro, the construction

HYDERABAD AIRPORT

In the near future, a partnership with Indian Rail looks like emerging. The government is keen to tie-up the infrastructure of Hyderabad into a modern integrated system. This will involve bringing the country’s rail network right to the airport’s doorstep, and allow the area’s considerable manufacturing, aerospace, IT and pharmaceutical industries to continue to flourish.

The Future

company and Dalkin Airconditioning India PVT, which looks after the airports considerable HVAC network.

Indian suppliers have also benefitted hugely from the airport and are set to be some of the main beneficiaries of the airport’s continuing growth. These include Beumer Technology, which looks after the airports baggage handling operations, Enerparc Solar Power, Smith Detection X-Ray machines and Vitra India which provides the airport with its seating.

In the coming years, double digit growth is expected to continue so management are already planning expansion of the terminal to deal with the increased traffic of passengers.

In addition, management have recognized the huge potential for the airport to deal with the cargo for commodities and perishables, and plans are already underway to develop their capacity in this area.

In the medium term, management are investigating the possibility of making Hyderabad a redistribution centre for express cargo. Naturally, this will be aided by India’s large and growing trade with countries like China and the US, as well as India’s growing prowess as a leader in the manufacturing sector. Logistics, therefore, will be crucial and Hyderabad Airport can play an obvious role.

The team behind Hyderabad Airport continue to do a remarkable job in maintaining such high standards at a breakneck speed of growth. Before long, Hyderabad Airport City, as it is now being called, will no doubt be making more and more appearances on boarding gate signs in airport terminals all over the world.

Maybe only then will the family behind the airport have achieved their mission.

HYDERABAD AIRPORT

 +91-40-6654 6370  info@hyderabad.aero www.hyderabad.aero

BUSINESS EXCELLENCE [ DEC 2018 ]

11

Hyderabad Airport  +91-40-6654 6370  info@hyderabad.aero www.hyderabad.aero

Produced by: www.bus-ex.com