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Airports Council International announces 2015 Airport Service Quality Award Winners Airports Council International (ACI) today announced the winners of the 2015 Airport Service Quality (ASQ) Awards. The world‘s premier passenger service benchmarking programme for airports, ASQ delivered over 550,000 in-depth passenger surveys at over 300 airports across more than 80 countries worldwide last year. The 2015 results represent the world‘s best in class airports where improving the customer experience is concerned—appraised by passengers while they are traveling and the experience is fresh in their minds. Given the growth of the ASQ programme, the 2015 results have been expanded to include a new category (Best Airport by Size and Region) and more robust winners‘ lists (several airports have tied in their respective categories). ASQ has statistically validated the winners to ensure accuracy; as such, a tie indicates that no statistical difference has been found between the scores of two or more airports. Furthermore, the Best Airport by Size and Region category is only applicable to size categories that contain a minimum five qualifying airports. New Top Airports by Region lists are also now available on the ASQ website. These enhancements effectively highlight the high proportion of worldwide airports— both large and small, from developing and developed countries— that are focusing on customer service as a means of fostering traveler loyalty in an increasingly competitive environment.
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“Airports‘ increasing concentration on ensuring a stellar passenger experience is part of a larger trend,‖ noted Angela Gittens, Director General, ACI World. ―Airports have evolved into complex, customerfocused businesses in their own right that in many cases are in competition with each other for passenger traffic. From duty free and restaurants to ambience, cleanliness, courtesy of staff, amenities, efficiency and more, air travelers are expecting big things from the airports through which they travel. More than anything, ASQ is a way for participants to measure the extent to which they deliver on these expectations.‖ The world‘s top airports for passenger service in 2015, as chosen by the world‘s travelers, are: Best Airport by Region (over 2 million passengers per year) Africa First place: Mauritius Second place (tie): Cape Town; Durban Third place: Johannesburg Asia-Pacific First place (tie): Seoul Incheon; Singapore Second place (tie): Beijing; Mumbai; New Delhi; Sanya Phoenix; Shanghai Pudong Third place (tie): Guangzhou Baiyun; Taiwan Taoyuan; Tianjin Binhai Europe First place (tie): Moscow Sheremetyevo; Pulkovo; Sochi Second place (tie): Dublin; Malta; Prague; Zurich Third place (tie): Copenhagen; Keflavik; London Heathrow; Porto; Vienna Middle East First place: Amman Second place (tie): Abu Dhabi; Doha Third place (tie): Dammam; Dubai; Tel Aviv
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North America First place: Indianapolis Second place (tie): Dallas Love Field; Grand Rapids; Jacksonville; Ottawa; Tampa Third place (tie): Austin; Detroit; Sacramento; San Antonio; Toronto Billy Bishop Latin America-Caribbean First place: Guayaquil Second place: Quito Third place: Punta Cana Best Airport by Size 2–5 million passengers per year First place: Jaipur Second place: Lucknow Third place: Guayaquil 5–15 million passengers per year First place: Sanya Phoenix Second place: Tianjin Binhai Third place: Hyderabad 15–25 million passengers per year First place: Seoul Gimpo Second place: Wuhan Third place: Denpasar 25–40 million passengers per year First place (tie): Mumbai; New Delhi Second place: Taiwan Taoyuan Third place: Shanghai Hongqiao Over 40 million passengers per year First place (tie): Seoul Incheon; Singapore Second place (tie): Beijing; Shanghai Pudong Third place: Guangzhou Baiyun
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Best Airport by Region (under 2 million passengers per year) Africa: Upington Europe: Skopje North America: Portland Latin America-Caribbean: Culiacan Best Airport by Size and Region (new category) Asia-Pacific 2–5 million passengers per year: Jaipur 5–15 million passengers per year: Sanya Phoenix 15–25 million passengers per year: Seoul Gimpo 25–40 million passengers per year: New Delhi Over 40 million passengers per year: Seoul Incheon Europe 2–5 million passengers per year: Sochi 5–15 million passengers per year: Pulkovo 15–25 million passengers per year: Dublin 25–40 million passengers per year: Moscow Sheremetyevo Over 40 million passengers per year: London Heathrow North America 2–5 million passengers per year: Grand Rapids 5–15 million passengers per year: Indianapolis Most Improved Airport Africa: Nairobi Asia-Pacific: Denpasar Europe: Istanbul Latin America-Caribbean: Kingston Middle East: Dammam North America: Saskatoon Notes for editors
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Airports Council International (ACI), the trade association of the .1 world‘s airports, was founded in 1991 with the objective of fostering cooperation among its member airports and other partners in world aviation, including the International Civil Aviation Organization, the International Air Transport Association and the Civil Air Navigation Services Organisation. In representing the best interests of airports during key phases of policy development, ACI makes a significant contribution toward ensuring a global air transport system that is safe, secure, efficient and environmentally sustainable. 2. The ASQ Survey covers 34 key service areas and includes 8 major categories such as access, check-in, security, airport facilities, food and beverage, retail and more. All participating airports use the same survey questions, creating an industry standard set of responses that allows participants to track and analyze their performance, as well as benchmark results against airports across the globe. All participating airports can view the ASQ survey results of all other participating airports on a confidential basis. Benchmarking allows participants to compare their airport‘s performance against industry best practices. Through the use of key performance indicators, participants see where their airport under—and over—performs; where improvements are required; and where investment is most likely to deliver the biggest return. Benchmarking offers a broad range of benefits, allowing participants to: get an independent perspective on performance; identify areas of opportunity; understand passengers‘ needs, priorities and expectations; prioritize improvement opportunities; set and monitor performance expectations; and manage change effectively.
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South African Airways celebrates 20 years of flying to Tanzania with special offer South African Airways, the leading carrier on the African continent, proudly celebrates twenty years of flying between Johannesburg and Dar Es Salaam, Tanzania, with special offers on this route from Johannesburg, Durban and Cape Town. The offers from Cape Town and Durban are valid for sale until the end of March 2016 and for travel until 31 December 2016. Terms and conditions apply. The special is available throughout SAA‘s distribution channels. SAA introduced flights to this East African country on October 25th 1995 from when the route has grown from three flights per week to the current offering of twice daily flights between the two African cities. SAA introduced a dedicated freighter service between Johannesburg and Dar es Salaam on 15th January 2011. The service is once a week every Tuesday. ―Dar Es Salaam is one of the key destinations in our extensive African route network and we are proud that as an airline we contribute to the growth in bilateral trade and tourism between South Africa and Tanzania. The route has been sustained for twenty years due to the strength of SAA‘s operations, its extensive route network, schedule integrity, service delivery and on-time performance. ―The strong historical ties between the two nations enabled them to create an environment where business, investment, tourism and cultural exchanges could flourish,‖ says Aaron Munetsi, SAA Chief Commercial Officer (Acting).
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The lifting of visas requirements in 2013 for South African passport holders wishing to visit Tanzania for holiday or business (for up to 90 days) further contributed to stimulating travel between the countries. ―South Africa and Tanzania have traditionally experienced strong bilateral and economic ties; with South Africa one of Tanzania‘s biggest trading partners. A number of South African companies in the mining, banking, retail, and hospitality industries have a presence in Tanzania. A further positive development was that imported goods originating within the Southern African Development Community (SADC) are now duty free which promotes intra SADC trade thus strengthening regional economic integration,‖ says Munetsi. Johannesburg – Dar Es Salaam flights are operated by SAA‘s new A320s, or A319s. The A320 offers a superior product in business class, which has also been well accepted by Voyager Frequent Flyers. -endsSchedule: Flight From Depart To SA186 Johannesburg 10:30 SA187 Dar es Salaam 15:40 SA188 Johannesburg 13:35 SA189 Dar es Salaam 06:00
Arrive Frequency Dar es Salaam 14:55 daily Johannesburg 18:20 daily Dar es Salaam 17:55 daily Johannesburg 08:35 daily
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AIRLINE FINANCE PROFESSIONALS' OUTLOOK 2016 At Accelya, we are keenly observing industry trends and listening to the views of airline finance professionals. In September 2015, we conducted an online survey with airline financial professionals who were attending the IATA World Financial Symposium 2015. ‗Airline Finance Professionals‘ Outlook 2016‘ presents findings of this survey conducted with over 60 professionals from 42 airlines, across initiatives on Cost Control, Payment Management, Alternate Forms of Payment and adoption of Analytics for decision making within their airline. It also presents the industry‘s outlook on IATA‘s New Distribution Capabilities (NDC) initiative regarding airline awareness, readiness and its impact on Revenue Accounting processes. To See More Info visit : http://www.atn.aero/analysis.pl?id=1649
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QATAR AIRWAYS NAMED FIRST PLATINUM AIRLINE IN THE MIDDLE EAST FOR INNOVATIONS IN PASSENGER SELFSERVICE Qatar Airways is the first airline in the Middle East to achieve platinum status in the International Air Transport Association‘s (IATA‘s) Fast Travel Program in recognition of its success with using innovative technology to provide passengers with quick and convenient air travel. Qatar Airways Executive Vice President, Mr. Mohsen Alyafei, received the accolade on behalf of the airline‘s Group Chief Executive, His Excellency Mr. Akbar Al Baker today, from IATA‘s Director Passenger, Pierre Charbonneau, at Marsa Malaz Kempinski, The Pearl, where the airline is hosting the Passenger Experience Management Group. The airline met IATA‘s highest Fast Travel standard by implementing self-service systems that address worldwide passenger demands for more choice, convenience, and control over their travel experience. Qatar Airways uses new technologies, from kiosks to mobile apps, to offer a range of self-serve channels enabling passengers to check-in, print Q-tag baggage labels at home and access quick bag drop facilities worldwide, scan their own travel documents, re-book flights, self-board and report missing bags online.
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Pictured are (left to right) Mr. Ioannis Metsovitis, Vice President Operations at Hamad International Airport, Mr. Pierre Charbonneau, IATA‘s Director Passenger, Mr. Mohsen Alyafei, Qatar Airways Executive Vice President and Mr. Srinivasan A. T., Qatar Airways Chief Information Officer. Qatar Airways Group Chief Executive, H.E. Mr. Al Baker, said: ―Qatar Airways is the first airline in the Middle East to achieve IATA‘s platinum accolade, and only the sixth airline in the world to accomplish this highlevel standard since the Fast Travel Program‘s foundation. This is a significant achievement for the airline and furthers our ambition to redefine the passenger experience. ―Passenger needs are at the heart of our service design, and we want to provide all of our guests with the very best travel experience. For those passengers who are comfortable using technology, Qatar Airways has provided the opportunity to self-serve, giving them the control and flexibility that they desire throughout their journey with us.‖
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The airline industry‘s Fast Travel initiative comprises of six criteria and three standards; green, gold and platinum. Qatar Airways has achieved platinum status for offering various self-service facilities to more than 80 per cent of its passengers travelling through its state-of-the-art hub, Hamad International Airport, and across its global network. In 2014 Qatar Airways received the Fast Travel green status for streamlining its travel processes, and became the first airline in the region to enable passengers to print baggage tags at home. IATA‘s Senior Vice President for Airport, Passenger, Cargo and Security, Mr. Nick Careen, said: ―Qatar Airways‘ ongoing efforts and innovative solutions mean that more than 80 per cent of its passengers are now offered solutions that enable them to manage their own journey. According to industry surveys, over 50 per cent of passengers want to speed up their air travel experience and around 75 per cent of passengers worldwide want more self-service options. Ultimately, by providing more choice and more control for passengers, airlines can achieve lower costs and billions of dollars in annual savings for the industry.‖
http://www.atn.aero/ STAR ALLIANCE IMPROVES CUSTOMER EXPERIENCE AT LOS ANGELES‘ TOM BRADLEY INTERNATIONAL TERMINAL (TBIT) Star Alliance is improving customer experience at Los Angeles‘ Tom Bradley International Terminal (TBIT) through a combination of colocating the member airlines in a one single check-in zone and the progressive introduction of more automation. The aim is to offer customers a wider choice of check-in options, giving them more control over this part of the travel process and creating time savings. As a prerequisite to providing these enhancements, check-in for all 10 Star Alliance member carriers operating out of TBIT has been consolidated in one singe aisle. The check-in counters for Air China, Air New Zealand, ANA, Asiana Airlines, EVA Air, Ethiopian Airlines, Lufthansa, Singapore Airlines, SWISS and Turkish Airlines are now all in aisle ―C‖, at the north end of the terminal. This not only allows customers to easily identify the location of the check-in desks, but also permits the member airlines to share counter space to even better match capacity to the actual demand. A range of joint automated services is also progressively being made available by the TBIT based Star Alliance member carriers. Passengers are being encouraged to make use of the various mobile and web check-in options available. For those needing to print boarding passes at the airport, Los Angeles World Airports (LAWA) has installed 24 common-use kiosks, which can print both boarding passes and luggage tags. In addition to the traditional full service check-in desks, fast bag-drop counters can also be made available for those who have opted to self-tag their bags. To further support these improvements, LAWA will be opening a new North Security Checkpoint located at the end of Aisle ―C‖ sometime in March.
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http://www.atn.aero/ TBIT is also home to Star Alliance‘s Award Winning Los Angeles Lounge, managed by Air New Zealand. Opened in September 2013, the premium customer facility offers space for around 400 Business Class and Star Alliance Gold passengers, as well as an exclusive area for First Class passengers. The 18,000 square foot (1,675 square meter) lounge features a unique open air terrace, offering panoramic views of the northern runway towards the Hollywood Hills. The lounge‘s experience zones are designed to accommodate passenger needs ranging from social gatherings to quiet time away from home. The lounge offers a bar area for socializing, a library space, a den, a study and a media room. Those wishing to freshen up before their flight can do so in one of eight shower rooms. Guests wishing to work will be able to do so from various locations throughout the lounge, which is equipped with highspeed wi-fi and offers printing, fax and copy services on request. With Scandinavian Airlines set to begin services to Los Angeles from Stockholm from mid-March, the total number of Star Alliance airlines serving the airport will rise to 15. Scandinavian will join the current 10 members in TBIT, with Air Canada and Avianca offering flights from Terminal 2, COPA from Terminal 6 and United from Terminals 7 and 8. Jointly they offer around 1,150 daily flights from the airport, connecting 79 cities in 24 countries. The changes at TBIT are being implemented in close cooperation with LAWA and have to a large extent come from the experience Star Alliance made during the Terminal 2 project at London – Heathrow Airport, where a completely new check-in concept was put into effect. All Star Alliance member airlines use the same check-in kiosks, make use of common bag-drop counters and even share Economy Class check-in desks. Using the success of the Terminal 2 project as a base, the Alliance is enhancing the customer experience at other airports around the globe, implementing various technological advances made in London.
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ادارة العالقات العامة -الشركة القابضة لمصر للطيران