Awful airports have one common feature: Too many ‘stakeholders’
Ever wondered why so many airports are struggling to perform the task of effortlessly guiding passengers from departure hall to aircraft? Dubai Airports Chief Executive Paul Griffiths has a simple answer: too many cooks.
Many airport operators don’t have direct control of different segments of the passenger journey – from check-in to immigration to duty-free or baggage handling – creating the potential for breakdowns along the way.
As a result, long queues and delays are commonplace in areas like passport control, baggage carousel or security checks. Lack of direct control by airport operators over various facets of the passenger journey often leads to systemic breakdowns.
Queuing is a feature of almost every stage of the passenger journey, caused by the numerous and separated processes: check-in, baggage drops, screening, border control, gate waits, baggage collection, quarantine and customs – each process has a different owner whose needs must be met.
Too many stakeholders put unnecessary strain on the operational flow between an airport, airline and handler, leading to endless queues and frustrating delays throughout the passenger journey that ultimately tarnish the travel experience.
Of course, the issue of capacity management amidst escalating demand needs critical scrutiny. Most African airports do not operate Slot Allocation although Grandfather rights ensure that incumbent airlines continue to dominate hub-airports and this restricts the ability of new entrants to enter into these markets.
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Ground-handling services remain a barrier to contestability, as ‘self-handling’ is rarely permitted in airports and therefore some airlines have created a monopoly provision of services.
Too many stakeholders managing passengers without coordination intensifies disruptions, drawing intense public scrutiny as surging travel demand collides with inadequately prepared airport infrastructures.
Air traffic control (ATC) deficiencies also hinder the full realisation of contestability; delays are increasing in European airports, approximately 100 planes at any given time are delayed waiting to take off or have to circle their intended destination to receive clearance to land.
The root of the problem lies in the fact that ATC in Europe is controlled by 42 different centres, and this obviously causes greater delays.
The creation of a single controlling body to supervise and co-ordinate ATC would have a positive impact on the industry within the EU.
Amsterdam’s Schiphol Airport understands this issue and they are trimming the number of handlers down to three, aiming for better control and service quality.
Menzies Aviation supports Schiphol’s move and believes that minimising ground handling contracts can elevate industry standards. Consolidation paves the way for improved safety measures, heightened sustainability practices, and elevated standards of service.
Here is a case study of Jettainer, a German company dedicated to the management of unit load devices (ULDs) for both baggage and cargo in over 500 locations globally. They are industry experts, who guarantee steering and positioning, maintenance and repair with 100 percent container and pallet availability.
How do they do this? By deploying a unique combination of dedicated teams and leading IT solutions, big data and artificial intelligence. They offer airports and airlines ULD management solutions so that airports can concentrate on their core businesses. Their integrated and seamless coordinated approach to focused and timely communication within a myriad of landings and take-offs is breathtaking.
Similarly, queue predictions based on historical data and real-time information can enable airports to proactively measure and allocate resources and deploy additional counters.
Process optimisation through digitally integrated interfaces between the airlines, airport and State is the triage toward alleviating the foregoing. Biometric technology, for example, can speed up the check-in, boarding, and security processes, as well as reduce the risk of fraud, identity theft, and human error.
Other contactless technology that airports can integrate into their passenger journeys to help improve on their operational efficiencies include online check-in, smart baggage kiosks, virtual queueing, contactless fast-track, pre-order retail & food and beverage, digital customer support as well as contactless customer feedback via designated QR Codes.
Improving customer experience for passengers to enjoy a seamless and contactless journey through airports has no short cuts. Airports must be intentional and purposeful in order to score satisfactorily in this highly scrutinized area by the general public.