September 2017 - aci.aero

Sep 8, 2017 - airport and host location for the 27th ACI. Africa/ World Annual ..... at your airport · website: www.aci.aero/apex • email: [email protected] ...
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ACI

WORLD REPORT

News and events from the voice of the world’s airports

Sir Seewoosagur Ramgoolam International Airport: A leading African airport and host location for the 27th ACI Africa/ World Annual General Assembly, Conference and Exhibition p8

SEPTEMBER 2017

www.aci.aero

Contents

46

AIRPORTS COUNCIL INTERNATIONAL

4

ACI Regional Offices

ECONOMICS AND STATISTICS

26

Measuring airport financial performance

MESSAGE FROM THE DIRECTOR GENERAL

6

Celebrating customer service

32

Business intelligence for the airport industry

excellence in a time of change AIRPORT SERVICE QUALITY FEATURE STORY

8

38

Sir Seewoosagur Ramgoolam

Interview feature: Liverpool John Lennon Airport, UK

International Airport SAFETY

14

ACI participation in ICAO Aerodrome Design and Operations

42

ASQ Customer experience forum

46

New airports join the ASQ family

Panel meeting SECURITY

20

FACILITATION AND IT

52

Why digital transformation is important to airports

Capacity Building and how ACI contributes to global initiatives

ENVIRONMENT

58

World Elephant Day

58 GLOBAL TRAINING

62

What type of training delivery

68

ACI Global Training photo gallery

72

Training calendar

is best for your organization?

MAP: EVENTS AND TRAINING

74

Key events and courses ACI EVENTS

78

ACI events calendar WORLD BUSINESS PARTNERS

80

Ground accidents due to slippery runways and associated costs for airports

20 Editors Brent Taylor Manager, Digital Marketing and Communications [email protected] Sabrina Guerrieri Manager, Communications [email protected] Angelika Joachimowicz

83

ACI World Benefits

Assistant Manager, Communications and Digital Marketing

86

New World Business Partners

[email protected]

Airports Council International ACI’s Regional Offices

ACI North America Washington, DC USA

ACI Latin America and Caribbean Panama City Republic of Panama

4

ACI Africa

ACI Europe

Casablanca Morocco

Brussels Belgium

ACI Asia-Pacific Hong Kong China

Registration now open! AFRICA WORLD

16-18 October 2017

I Mauritius

Join us in Mauritius on 16-18 October 2017 for the ACI Africa/World Annual General Assembly, Conference and Exhibition.

Home of the ACI ASQ Awards Ceremony, taking place at the Gala Dinner on 17 October.

For more information go to www.aci-waga2017.com

Message from the Director General

Message from Angela Gittens, Director General, ACI World Celebrating customer service excellence in a time of change Dear Colleagues, I’m excited and looking forward to the 27th ACI Africa/World Annual General Assembly, Conference and Exhibition taking place from 16–18 October 2017 in Port Louis Mauritius, under the theme “Bold leadership in a time of change.” This theme recognizes that, whatever the set of changes that beset our business and our lives, airports play a crucial role in the economic and social health of communities, countries, regions and the world at large, and they must craft a strategy for their sustainable development to continue providing those benefits. Among such changes is the evolution of passenger expectations. From digital services to tailored experiences, today’s customers a