Tuesday October 2
Quick Links
Communication the Key to Good Customer Service
Good customer service at an airport should be fluid and seamless with no perceptible difference between the airport, the airlines and the Transportation Security Administration was the message during Tuesday’s General Session at ACI-NA’s 16th Annual Conference and Exhibition.
To get that seamless experience requires constant communication among all airlines, security operations and the airport, said Larry DeShon, executive vice president for Avis Budget Group and a former executive at United Airlines. All airlines at an airport must cooperate with each other as well as with the airport, he noted.
DeShon and Steve Lampa, a senior vice president at Marriott International in charge of quality, both shared tips on how these brands maintain their high quality customer service. Sharing the podium was Lisa Scully, assistant director at the Port Authority of New York and New Jersey. While DeShon and Lampa described their quality control process in detail, Scully described how the port authority it trying to turn around the image at the three New York airports.
Scully emphasized that the need to constantly communicate also includes keeping the passengers informed. Good communication is needed in routine daily operations, she said, but it is critical when the routine is disrupted by long flight delays.
The two most critical areas to improve the customer experience, Scully said are in the restrooms and at the gateways. It is essential that these areas are always clean and the employees courteous.
In light of the long delays at New York’s airports, Scully said the port authority asked one particular terminal operator to improve the gateway experience. Over the last year, the area is cleaner and there are now concessions in the gate area.
Scully said that terminal improved its score by 20 percent over its last annual quality inspection. The gate area scored the largest one-year improvement of any site within the three-airport operation. Scully added that it still needs more work to further reduce passenger complaints.
At Avis, “We Try Harder” is part of the company’s DNA, DeShon said. There are now four independent teams within the Avis Budget operations working to assure a high level of customer service. In addition to three outside teams, each office has a cross section group of volunteers working to improve a specific aspect of its operations. DeShon said these individual teams compete to be a select group that makes a presentation to the company’s top executives.
Marriott gears its customer service approach to gain repeat business by getting the customers to not just “like” Marriott but “love” the experience. The key is to move beyond providing the expected, to provide the “unexpected delight,” Lampa said.
In its hiring process, Marriott looks for those individuals with innate talents that can be applied to a variety of positions. Like Avis, Lampa said these high-performing, customer-service oriented employees have it in their DNA and these are not skills that are taught. However, Marriott does remind all 200,000 employees on a daily basis of a customer service tip. The firm has 20 key points that it continually stresses, discusses and refreshes with new examples.
Turning Green into Green: Bottom-Line Environmentalism
Airport managers often view sustainability as the pot of gold at the end of the rainbow—how to get there is the mystery. But in the concurrent session, “Sustainability and the Bottom Line,” held at ACI-NA’s 16th annual event in Kansas City, the moderator and presenters drew a map to the rainbow’s end by focusing on one color: green.
Mark Reis, aviation director at Seattle-Tacoma International Airport, and James C. Cherry, president and CEO of Aéroports de Montréal, and Geoffrey Galtere, principal project manager, airport IT, at Parsons, offered snapshots of the practical possibilities inherent in sustainability initiatives. Technology consultant Gary Rahl, vice president at Booz Allen Hamilton, followed with an analytical framework to help managers see how their plans could fit into a bigger picture. The bottom line was that sustainability truly is sustainable because it makes sense in terms of dollars and cents.
Reis described Sea-Tac’s sustainability strategy as an effort at resource optimization. The airport requires all concessionaires to pay their fair share of utility costs, giving all stakeholders an incentive to reduce consumption. Rethinking lighting resulted in a reduction in energy consumption of 25 percent per square foot. The airport also recycles 25 percent of its waste stream, saving money but also earning points for good community service.
Cherry offered a three-point outline of his airport’s strategy. Minimal steps offering very quick payback included recycling (including recycling of construction materials), deployment of alternate-energy vehicles, adherence to LEED standards, natural gas heating, and electrical cogeneration. Longer-term paybacks included improving land access via rapid transit links and more efficient roadways, glycol recovery (and, possibly, re-use), and deployment of integrated power generation equipment. Cooperation with outside entities would be required for long-term reduction of ground and aerial congestion, reduction of long taxis in the airfield, and gaining efficiencies in ground handling and terminal design.
Galtere showed that when it comes to airport IT systems and data centers, “the incrementals do add up.” Strategic IT planning can mitigate power use and heat generation by balancing equipment life cycle against costs. Helping those incrementals add up are compliance strategies such as Energy Star, hardware technologies such as blade servers and PCs, and software solutions such as running multiple virtual machines off of fewer power sources. The Climate Savers Computing Initiative offers more information on how to turn an airport IT strategy into a sustainability strategy.
Rahl connected the dots, arguing that successful sustainability strategies are simultaneously tactical and strategic. Tactical sustainability is about sustainability in airports, while strategic sustainability is about airport sustainability. Strategic sustainability means the development of enviro-management systems that go beyond compliance, collaborative master planning involving outside community stakeholders, and investments that go beyond return on investment. While good tactics are crucial, good strategy makes sustainability truly sustainable.
For more information on airport sustainability and the bottom line, go to the website compiled by representatives of ACI-NA’s Joint Environmental and Technical Committee.
A Look at the Future of Aviation Systems Worldwide
A distinguished panel of U.S. and European regulators as well as a private sector specialist aired their views on finding suitable, innovative solutions in the evolutionary air traffic management (ATM) process during an afternoon session at ACI-NA’s 16th Annual Conference and Exhibition in Kansas City.
Joint Planning and Development Office (JPDO) Director Charles A. Leader spoke of the roadmap his organization is tasked with in developing the NextGen System. In an approach to look forward 20 years, he said the obvious challenge is to meet increased demand as the current system is not performing adequately.
“We’re trying to apply current – not cutting edge – technology to our existing 1950s and 1960s technology,” Leader said, noting that single voice radio control communications will be replaced digital data exchange and fragmented weather forecasting will be substituted with integrated probabilistic weather forecast.
JPDO is putting together detailed plans for a three-phase program through 2025 with a concept of operations to include detailed enterprise architecture, an integrated work plan and a business case for this major capital development. In reviewing several initial outside estimates, JPDO has asked for $4.6 billion in funding over the next five years. Strategic partnerships with Europe, Japan, China, Canada and Mexico, and cooperation with the International Civil Aviation Organization (ICAO) are in place to ensure an end-state NextGen includes global harmonization.
Colin Meckiff of the Air Traffic Organization’s Eurocontrol/SESAR – FAA/JPDO coordination unit, provided the European sector approach. He said the Single European Sky Aviation Research (SESAR) title is somewhat misleading as the consortium conducts not only research, but also development and implementation.
Meckiff said a new ATM system is needed as the traffic forecast anticipates doubling by 2020 to 18 million instrument flight rules flights per year. The current system is reaching its limits, airports are saturated, there is fragmentation and there are obsolete technologies.
As the challenges are multiple, SESAR is a complete program. The first definition phase is underway now as a contract with deliverables and milestones. Development and deployment phases will follow. The first definition phase scheduled for completion in March 2008 is being executed by an industry-wide consortium with a total cost is €69 million co-funded by Eurocontrol and European Commission.
Neil Planzer, vice president of strategy, ATM, with The Boeing Co., shared views on ATM he described as thoughtful, but different. He emphasized that the ATM needs more than a band-aid or wrap, but a major overhaul in concept. “The real issue is that we need to transform the system, not modernize or automate it,” Planzer said.
Planzer noted that both the U.S. and EU face their own challenges. The EU has sovereignty issues among the different state system views. And while the U.S. has more harmonization, he said the FAA is “chunking” a number of different vertical technologies, but missing the integral horizontal piece.
Complex Environmental Demands Will Pressure Airports to Change
Airport operations are already complex, but the environmental pressures are growing in intensity.
“This is complex stuff and it’s not getting easier,” observed Jeffrey W. Hamiel, executive director of Minneapolis-St. Paul Metropolitan Airports Commission, at the conclusion of a Tuesday afternoon concurrent session at ACI-NA’s 16th Annual Conference and Exhibition in Kansas City. “Things are changing and becoming more complex in every new public project.”
Hamiel has some experience in the field since he got his start in Minneapolis 30 years ago working in the noise abatement program. The three presentations armed members with background information on environmental issues facing the industry, which still includes noise, but now also include climate change – reducing greenhouse gases. It was not a call to action presentation.
- Howard Aylesworth, director of civil aviation environment, Aerospace Industries Association (AIA), noted that “climate change is the issue de jour.” AIA represents the likes of Boeing and General Electric. Because of the laws of physics, Aylesworth said an aircraft engine cannot be designed to minimize all offending emissions at one time. There are overlapping needs that need to be adjusted.
- Dennis McGrann, executive director of Noise – National Organization to Insure a Sound-controlled Environment, said his grassroots organization has been working with ACI-NA in the halls of Congress to win flexibility for airports to improve noise abatement. NOISE has been working to permit the use of AIP funds for environmental projects and to increase research dollars in pollution abatement.
- Romel Pascual, the Los Angeles associate director for the environment, said the city is working to mitigate carbon emission from its airports and the ports, which it owns. It is also trying to adapt its land use planning to create a green economy and more open spaces. One thing is certain, he said, that the behavior of all needs to change.
Media, Airports Agree the Public Gets Confused
During the Oct. 2 panel discussion “Two Sides of the Story: Media Portrayal of Airports,” at ACI-NA’s 16th Annual Conference, top journalists advocated some of the rules of the road for themselves and airports.
Moderated by Ben DeCosta, aviation general manager for Hartsfield-Jackson Atlanta International Airport, the panel included Don Phillips, a freelance reporter who spent 19 years covering transportation and aviation issues for the Washington Post, Lisa Stark, national correspondent, ABC News, plus Bonnie Allin, executive director of Tucson International Airport and Randy Walker, aviation director at McCarran International Airport.
Each of the panelists discussed their perspective on whether media sees a difference between airline, airport and air traffic control issues.
“I don’t think it’s as bright a line as some think it is,” said Stark. The [passengers’] airline experience will color the airport. Their perceptions often do reflect things unfairly for airports, she said.
Phillips said he thought emotionally, passengers have a harder time making the distinction. Airports may have wonderful shops, he said, but passengers first have to go through TSA.
Walker told the audience that when the media understands airports they do make the distinction between airlines, airports and air traffic control, but local reporters don’t always have the time to get the right information. Airports have to develop good relationships with reporters, he said.
Allin added that passengers don’t distinguish between airport, airline and TSA. Lots of reporters at the local level don’t understand the differences either. “Airports should get to know their local media. As soon as there is a new reporter,” Allin said, “invite them to the airport, give them a tour and start developing a relationship with then fro the very beginning.”
The worst thing a source can tell Stark is “I can’t tell you,” or flat out lie. She appreciates airport directors who will go on camera and cited the Lexington’s Comair accident as an occasion where the media response was handled very well. She also encouraged airports to pitch their positive stories to her.
Exhibit Hall
The Exhibition Hall closed earlier this evening. An estimated 2,000 attendees viewed 125 exhibitors in the last three days.
Next year, the 17th Annual Conference and Exhibition will be in Boston at the John B. Hynes Veterans Memorial Convention Center. ACI-NA will be staging the Sept. 21 -24 event in conjunction with Airports Council International as a worldwide meeting.
Conference Highlights
On Wednesday, there will be a series of briefings in the Grand Ballroom.
- At 8:30 a.m., the ACI-NA Government Affairs team will provide an update on FAA reauthorization and other pending legislation.
- At 10:30 a.m., a team from the FAA will brief the members on a variety of issues facing the agency – from the agency’s perspective.
- At 3 p.m., a TSA executive will conduct a briefing on current security issues.
On Approach: Wednesday's Events
Wednesday, Oct. 3
- 7 - 8 a.m. – Registration, Lobby
- 8 - 9 a.m. – Continental Breakfast, Room 2501A
- 8:30 - 10 a.m. –Government Affairs Update: The Impact of Congressional Action on Airport Operations and Financing, Grand Ballroom
- 10 - 10:30 a.m. – Morning Break, Grand Ballroom Lobby
- 10:30 a.m. - Noon – Airport Forum with the FAA, Grand Ballroom
- Noon - 12:30 p.m. – Airport Membership Meeting, Room 2501D
- 12:30 - 2:30 p.m. – Chairman’s Honors Luncheon, Room 2501C
- 3:30 - 4:30 p.m. – Airport Forum with DHS, Grand Ballroom
- 5:30 p.m. – Bus Transfers to Closing Night Event, Departs Marriott
- 6 - 9:30 p.m. – Jazz District Block Party, 18th & Vine.
- 6 - 7 p.m. – Reception
- 7 - 9:30 p.m. – Dinner, Entertainment & Big Bang Finale: sponsored by Kansas City Aviation Department; Desserts, Boston Style sponsored by Boston Logan International Airport
Closing Night Event
What Other's are Saying
Aviation Week: Guest Blog: TSA's Kip Hawley on Top Priorities in FY 2008
Aviation Week: Dispatches From ACI-NA: Employee Screening Pilot Scheduled to Begin in January
Aviation Week: Dispatches from ACI-NA - Random Airport News
Aviation Daily: Peters Calls For Change As Delay Costs Top $9B
The Kansas City Star: At KC conference, transportation secretary urges aviation reforms
Memphis Commercial Appeal: Ethridge elected chairman of airports group
The Associated Press: Mall-Type Shops Help Airport Revenue Fly
Did you Know
Fountains
When the Humane Society built Kansas City’s first fountains in the late 1800s to provide clean drinking water for horses and dogs, they had no idea what they were starting. Today, the “City of Fountains” is home to more than 200 fountains—more than any other city in the world except maybe Rome.
Downtown Development
The Kansas City metro area is in the midst of $6 billion in new development. More than $3 billion of the new development is taking place in downtown Kansas City, Mo., including the 7-block Power & Light entertainment district and the Sprint Center arena. Elton John will open the new 18,000-seat arena with a concert on Oct. 13.
Exhibitor Spotlight
Federal APD Inc - Parking Control Products (Booth 930)
When LaGuardia, JFK and Newark International Airports needed new parking and revenue control systems in 2004, Federal APD did the job. However, it looked quite different from the old system.
High labor costs have stimulated parking automation, thrusting new technologies and products into the marketplace. Federal APD, the foremost North American manufacturer of parking control products, is leading the industry with automated solutions for car parks of all sizes, from surface lots and parking garages, to citywide ground transportation networks.
Based in Novi, Michigan, Federal APD is the largest U.S. manufacturer of parking, access and revenue control systems. The firm corners the rails of technology in its industry with one first after another. It introduced completely integrated facility management system software to the parking industry. It patented the first “self-park” concept and invented the microprocessor-based barrier gate.
Among the products created by the company are ticket dispensers, barrier gates, vehicle recognition systems, card access readers, manual and automated fee computers to collect parking revenues and central management system software for tracking purposes. With its technology, customers can choose to pay fees by prepay tickets, bank credit/debit cards as well as cash.
Since less equipment is required to operate a Federal APD facility, revenues increase due to more accurate fee calculations, precise cash and vehicle audits and reduced manpower levels. A wholly-owned subsidiary of Federal Signal Corp., established in 1901, Federal APD has become one of the 1,000 largest corporations in the U.S.
Things to do in KC
For those staying beyond Wednesday night’s Block Party, the “World Series of BBQ” gets underway on Thursday, Oct. 4, at 7 a.m. at the American Royal Complex. This BBQ festival, at $10 per adult, runs through Sunday, Oct. 7.
For spouses and other family members not attending the conference, two extensive activity calendars are available at www.visitkc.com and www.kansascity.com.
Block Party Info
The 16th Annual Conference and Exhibition will close Wednesday in true Kansas City style with lots of jazz and barbeque. The Kansas City Aviation Department will host a block party in the historic 18th and Vine Jazz District. This is the place where jazz masters such as Charlie Parker, Count Basie, Big Joe Turner, and hundreds of others defined the sounds of the 1920s, 30s, and 40s. The American Jazz Museum and The Negro Leagues Baseball Museum are part of this complex and both will be open as part of the block party festivities.
Dinner, entertainment and fireworks are sponsored by KCAD. Desserts are sponsored by Boston Logan International Airport.
Grand Marquis, Angela Hagenbach and The Alaadeen Trio will supply live entertainment on three stages.
2007 Sponsors
