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OTHER ARTICLES Last modified on January 15, 2018

World in motion

Sabrina Guerrieri reports on plans for a new Customer Excellence Global Summit, the official launch of ACI’s Airport Excellence (APEX) in Security programme and the latest world traffic forecast.

ACI World has selected Halifax Stanfield International Airport as host for the inaugural Customer Excellence Global Summit, which will be held in Halifax, Nova Scotia, Canada, between September 9–13, 2018.

The event is in response to the aviation industry’s ever-increasing global focus on customer service and appetite for knowledge about how airports can improve the customer experience.

The conference will combine the traditional multiple ASQ Forums held throughout the year into one international annual ASQ Forum and Summit, providing the industry with a much needed platform to exchange best-practices and lessons learned on providing the airport customer experience, challenges and trends, and how ever-evolving technology impacts customer experience management.

The one-day Forum and following two-day Summit will be open to ASQ subscribers as well as those airports who desire information about the ASQ programme.

In addition, the event will include a Gala dinner and the prestigious annual ASQ Awards, presented to airports whose passengers have rated them the highest over the course of a year, based on their demonstrated commitment to providing excellent customer experience.

The tripartite event is expected to attract a large number of delegates and provide Halifax Stanfield, the city and province, with international exposure and business development opportunities.

Pictured above are Halifax International Airport Authority’s CEO, Joyce Carter (centre) and Board chair, Wadih Fares (right) receiving their gateway’s 2016 ASQ Award for being voted the joint third best airport in North America from ACI World’s incoming vice chairman, Martin Eurnekián (left).

“ACI is delighted that Halifax Stanfield will be the first to host the inaugural Customer Excellence Global Summit,” said ACI World director general, Angela Gittens, on announcing the new event at the recent ACI Africa/World Assembly in Port Louis, Mauritius.

“They have proven themselves dedicated to continuous improvement of the customer experience at the airport, using the feedback they receive from their customers through the ASQ programme as a management tool. Their ASQ Award demonstrates the success of their efforts.”

ACI also used the occasion of its 27th Africa/World Assembly to officially launch its Airport Excellence (APEX) in Security programme. The launch followed a presentation by Mam Sait Jallow, regional director of ICAO’s Western and Central African (WACAF) Office; and, a case study from Romesh Bhoyroo, CEO of Sir Seewoosagur Ramgoolam International Airport in Mauritius, where the first pilot programme review was completed in 2016.

With the continuous and evolving security threat challenging the aviation industry, and a strong demand for compliance with standards coming from the UN Security Council, ICAO and governments, it has become imperative that airports have the most effective, appropriate and cost-effective security measures in place.

APEX in Security plays a key role in helping airports understand where they can improve, in terms of security standards, best practice and operational efficiency.

APEX in Security is run on similar lines to the popular APEX in Safety programme. It uses international standards and recommended practices supplemented by implementation guidelines as its base, and expert views of seasoned practitioners from airports around the world.

“A sustainable aviation industry is built upon a foundation of safety and security,” said Gittens. “I am pleased to officially launch APEX in Security, one year after having signed a Memorandum of Understanding with ICAO, which sees both organisations working more closely towards the objectives of the programme.

“I hope that many airports will benefit from the knowledge, expertise and leadership of the community of airports. Every airport can benefit and every airport can contribute.”

Building on the success of APEX in Security in Mauritius, six further pilot reviews were conducted at member airports in Africa and Asia Pacific, and a strong pipeline of reviews is now being developed for the balance of 2017 and 2018.

Finally, the new World Airport Traffic Forecasts (WATF) 2017–2040  is now available at www.aci.aero/watf. Boasting traffic forecasts for over 100 country markets, the WATF dataset presents detailed metrics which include total number of passengers (broken down into international and domestic traffic), total air cargo and total aircraft movements.

Absolute figures, compounded annual growth rates (CAGR), market shares and global growth contributions are presented over three time horizons: short, medium and long-term over the 2017–2040 period.

With global traffic reaching the 7.7 billion passenger mark in 2016, and expected to double by 2031 based on a projected growth rate of 4.9% per annum, the WATF is an indispensable decision-making resource for airports, businesses and investors.

The WATF is distributed in a standard EXCEL format and includes analyses, summary tables, predicted rankings and charts as well as the full dataset of forecasts. For a detailed understanding of the methodologies used to produce the forecasts, please refer to www.aci.aero/watf to download the ACI Guide to World Airport Traffic Forecasts.

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