Post on 31-Mar-2015
The AOA, Welcome and the 2012 ‘Great’ Campaign
Darren CaplanChief Executive, Airport Operators Association
Welcome Airport Seminar1 February 2012
Contents
1. Introduction2. AOA Public Affairs 2012 – importance of
passenger experience3. Improving the customer experience4. ‘Welcome’ at airports5. The GREAT campaign
The AOA•Represents and promotes the interests of some 70 airport operator members, and 160+ associate members.•AOA’s vision – vibrant airport sector, sustainable growth•AOA’s mission – engage with government, regulators and opinion formers to secure public policy which delivers on our vision•AOA’s activity
– public affairs and lobbying / policy development– promoting security, economic development, operational safety and environmental
sustainability– “Voice of UK airports”; seek to inform public opinion (ie Volcanos / LAGs / Snow / political
issues)
1. Introduction
Airports and aviation are a good thing!
•1m jobs•£50bn+ GDP•£8bn+ tax to the Exchequer•Tourism / VfR / business / freight / aerospace…•Regional and international infrastructure, “connecting the economy, for jobs and growth”
1. Introduction
2. AOA Public Affairs Activity 2012
– Government’s agenda economic growth tax revenues ( deficit/debt) jobs business success regionalism agenda tourism and aerospace jobs
– airports / aviation – can deliver… economic growth tax revenues jobs business success regionalism agenda tourism and aerospace jobs
2. AOA PA activity 2012 – importance of passenger experience
Two ‘Asks’ Two ‘Gives’
1. APD freeze / ‘No double taxation’•recognise the uncompetitiveness of the UK having the highest APD in the world•European neighbours reducing APD•HMT to offset ETS by phasing out APD
1. Sustainable Aviation• Cleaner, Quieter, Smarter aviation• Reduce carbon emissions / noise;
tech-nological innovation (efficient aircraft, operational procedures, biofuels, etc)
2. ‘Fair framework for growth’•Government to address post May 2015 airport expansion / capacity issues,•Government to support growth in ALL UK regions•Look at giving better direction on planning policy framework
2. “Better” passenger experience• engage CAA consumer advocacy
panel• improving by investment in
facilities, terminals, runway clearing capacity, etc
• improving security procedures, etc• resilience / capacity management• improve efficiency, tackle queues,
reduce delays
• Priority activity: lobby on Sustainable Framework for UK Aviation• Communicate: “Connecting the economy, for jobs and growth”
3. Improving the customer experience
• Airports working hard to enhance the passenger/customer experience:– “Better AND bigger”
• Airports investing billions of pounds– From own resources, yet benefiting wider economy and society
• More than just airport staff – variety of related stakeholders required to improve customer experience:
– Public transport access – staff and infrastructure– Security officials– Retail workers– Baggage handlers– UKBA– Etc
3. Improving the customer experience
• Airport Service Quality surveys– Help to understand passenger views/concerns– Enable airports invest in areas customers want to see = improved scores, reduced
complaints...
3. Improving the customer experience
• Which? annual survey– 8,000 which members take part, 28 UK airports rated
So what are airports doing?3. Improving the customer experience
Airport Investment
Birmingham Investment in ‘One’ Terminal project and security equipment
Bristol Investing to expand terminal space
Gatwick £1bn investment programme, including new security facilities and improved departure lounges
Heathrow £5bn investment programme, including terminal redevelopment, for example Terminals 1 & 4
Leeds Bradford £11m investment to increase the size of the airside space by 65% and install a new departure lounge
What are airports doing?
3. Improving the Customer Experience
Airport Investment
Manchester £100m invested to redevelop Terminals 1 & 2
Newcastle Investing in terminal improvements and focusing on customer communication, including via social media
Newquay Cornwall Investing in modern technology, and experienced staff
Southampton Investing in facilities, including catering and improved public transport access
Stansted International Arrivals Terminal extension - £50m investment
3. Improving the Customer Experience
• AOA Airport of the Year 2011– Awarded by airlines…
More than 6mn: LGWLess than 6m: NCL
4. ‘Welcome’ at airportsCAA• Passenger Surveys – different airports’ traveller habits (2010: Birmingham,
Doncaster, East Midlands, Gatwick, Heathrow, Humberside, Leeds Bradford, Liverpool, London City, Luton, Manchester, Stansted)
• CAA consumer panel – from 2012…
Welcome• Responding to a question on the CAA’s Passenger Survey (2008), 62% of departing
visitors strongly agreed they felt welcome in Britain, and a further 33% agreed (but not strongly). 78% of those visitors who strongly agreed they felt welcome in Britain also strongly agreed they would recommend it to friends and family, meaning that consistently delivering a first-class welcome will lead to more emphatic recommendations of the destination.
‘Welcome’ findings•Airports viewed as the least welcoming touch-point by visitors.•Terminals have a ‘sameness’ about them, offering no real sense of place – the loss of a considerable marketing opportunity. Positive Britain imagery could be gainfully employed to make visitors feel more welcome.•The ‘politeness of customs and immigration staff’ has a relatively high level of impact on how welcome visitors feel in Britain – this shows it is an important aspect of the visit to focus on maintaining and improving. Some airports currently perform better than others for this.
5. ‘Positive Britain imagery’:The ‘GREAT’ Campaign
What is the campaign?• promote the UK abroad, deliver long-term economic benefits from the
interest generated by the Diamond Jubilee and London 2012 Olympic and Paralympic Games
Why is it being rolled out at airports?• The vast majority of visitors will arrive by air• The domestic campaign follows the customer journey from point of
origin, to ensure continuityGet involved• AOA coordinating airports involvement with Number 10, UKBA and Visit
Britain
5. Airports and the ‘GREAT’ Campaign
Summary
1. Introduction2. AOA Public Affairs 2012 – importance of
passenger experience3. Improving the customer experience4. ‘Welcome’ at airports5. The GREAT campaign
The AOA, Welcome and the 2012 ‘Great’ Campaign
Darren CaplanChief Executive, Airport Operators Association
Welcome Airport Seminar1 February 2012