Publicacion Sobre La Industria Aeroportuaria

MARCH 2015
Collision course?
Avoid disaster through a successful Operational
Readiness and Airport Transfer (ORAT) program
TOP 10 THINGS
TO SEE AT
PASSENGER
TERMINAL
EXPO 2015
See you in Paris!
www.passengerterminaltoday.com
DIGITAL
SIGNAGE
CUSTOMER
EXPERIENCE
Maximize revenue
and increase
passenger
engagement
Dubai Airports
shares its
thoughts on its
customer vision
In this issue
01
COVER STORY
62
Be prepared
An effective operational
readiness and airport
transfer program is
integral to the successful
opening of an airport
The prevention
of national
embarrassment
and loss of
reputation for
the airport is
another strong
argument for
ORAT
14
32
LES
: CHAR
NAME
7
2
ITY
AGE:
ION: C
48
AT
OCCUP
R
:
TRADE
OFILE
EL PR
,
TRAV
CLASS
S
S
E
BUSIN
ONTH
ES A M
2-3 TIM
54
Features
UPDATE
04
Urban regeneration
London City Airport launches a
US$305m expansion project
07
Green development
Geneva Airport unveils designs for
environmentally friendly East Wing
08
Future plans
Seattle-Tacoma develops
sustainable 20-year master plan
10
Local design
Gerald R Ford creates sense of
place in new Concourse B
12
Chinese construction
Zaha Hadid Architects and ADPI
reveal design for Beijing airport
VIP TERMINALS
14
Star quality
A look at some of the worlds most
stylish and luxurious VIP terminals
passengerterminaltoday.com
CHANGI
CUSTOMER EXPERIENCE
RETAIL
INTERVIEW
24
32
Crowning glory
Changi Airport sets about
constructing an international
terminal and recreation facility
Target audience
How the latest technology is
enabling airports to adopt a more
tailored and relevant retail strategy
RESTAURANTS
40
Taste sensations
Restaurant openings at airports
around the world
SIGNAGE
48
Seen on screen
Digital screens are helping airports
maximize advertising revenues in
the terminal
54
70
Magic moments
Being visually stunning is not
enough. Modern airports need to
deliver a first-rate user experience
French revolution
Augustin de Romanet, chairman and
CEO of Aroports de Paris, talks
industry trends, new technologies
and changing expectations
PASSENGER TERMINAL
EXPO 2015
76
Stars of the show

A look at the top 10 not-to-be-missed
events at the upcoming Passenger
Terminal Expo and Conference
MARCH 2015 | Passenger Terminal World
In this issue
REGULARS
128
136
Now arriving
New technologies, systems and projects
Back chat
How important is an ORAT program when
building a new airport?
EXPO INTERVIEWS
90
92
95
96
Bag drop revolution

Materna
Product diversification
Type22
Real-time reports
Xovis
Help at hand
Vanderlande
DESIGN AND TECHNOLOGY
98
100
101
102
103
Security
L-3 Security and Detection Systems
Border control
Vancouver Airport Authority
Software solutions
Zafire
Engineering
Ineco
Furniture design
Vitra
105
106
108
110
112
114
116
117
118
120
123
124
126
Staff planning
Quintiq
Access control solutions
Kaba
Baggage handling
Crisplant
Seating
Nurus
Baggage and security
Scarabee Systems and BagDrop
Compliance
MER Systems
Display systems
NEC Displays
Eco furniture
Green Furniture
Planning and design
Airport Research Center
Interior solutions
Marcus Pedersen
Seating solutions
Zoeftig
Consulting services
Aviation Research Corporation
Self-service solutions
DSG Systems
Editors comment
A short while ago I was lucky enough to be taken to dinner at a local Michelin-starred restaurant. From the
moment we stepped through the door, the service was exemplary. Our coats were swiftly taken and our chairs
were politely pulled out; the wine was elegantly poured and each of the seven courses mouth-wateringly described.
As much as I would like to say that we received special attention, this was far from the case; every customer was
treated in the same impeccable way, with the exact same attention to detail. Nothing was too much trouble for the
staff and the level of customer service made the (rather large) bill as easy to swallow as the food.
Providing this top level service has become a priority for airports in recent years, with some even building their
own private terminals for their very important passengers. Fraport has opened a new 13,000ft2 VIP facility in Pier
A for passengers wishing to pay for a luxury travel experience, while at Lufthansa its First Class Terminal
provides premium facilities exclusively for HON Circle card holders and first class passengers. As Paul Green,
divisional director at design firm 3DReid, explains in Star quality on page 14, it is the design as well as the
customer service that sets these facilities apart from the rest of the terminal. From the approach to the terminal,
the design of the entrance, the process through the facility to the apron and aircraft beyond, every touchpoint
needs to reinforce the notion of quality the passenger expects and the carrier wishes to portray.
However, it is not just first class passengers receiving the VIP treatment. According to Mazhar Butt, Dubai
Airports head of customer experience, airports are now realizing the importance of focusing on the passenger
above all else, with less emphasis placed on capacity and revenue considerations alone. You should start with the
customer needs, and then provide products and processes that meet those needs, says Butt on page 54. The final
piece of the jigsaw should be the infrastructure that enables and supports this. So, in essence, the airport industry
has only recently started to learn how other successful industries and products have aligned to what their
customers want first and foremost.
Butt will speak on this topic at the Passenger Terminal Conference, which is taking place
alongside the Expo in Paris on March 10-12. On page 76 we take you backstage at the event,
highlighting the top 10 things to see. Well also be hosting the Skytrax World Airport Awards
again at this years at Passenger Terminal Expo, celebrating those who have provided
outstanding customer service throughout 2015. I hope to see many of you there!
Cover image: Neil Webb
02
Editorial
Acting editor: Hazel King
(hazel.king@ukipme.com)
Assistant editor: Daniel Symonds
Production editor: Alex Bradley
Chief sub editor: Andrew Pickering
Deputy chief sub editor: Nick Shepherd
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Art director: Craig Marshall
Art editor: Nicola Turner
Design team: Louise Adams, Andy Bass,
Anna Davie, Andrew Locke, James Sutcliffe,
Julie Welby, Ben White
Advertising
Publication director: Damien de Roche
Associate publication director: Andrzej Smith
International sales: David Binge
Australasia business manager:
Chris Richardson (tel: +61 4207 64110)
Head of production & logistics: Ian Donovan
Deputy production manager: Lewis Hopkins
Production team: Carole Doran, Cassie Inns,
Frank Millard, Robyn Skalsky
Circulation: Adam Frost
Editorial director: Anthony James
Managing director: Graham Johnson
CEO: Tony Robinson
The views expressed in the articles and
papers are those of the authors and are not
endorsed by the publishers. While every
care has been taken during production, the
publisher does not accept any liability for
errors that may have occurred.
Published by UKIP Media & Events Ltd,
Abinger House, Church Street, Dorking,
Surrey, RH4 1DF, UK
Tel: +44 1306 743744
Email: ptw@ukipme.com
Fax: +44 1306 742525
Editorial fax: +44 1306 887546
Join our group on
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ISSN 1362-0770 Passenger Terminal World.
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Passenger Terminal World | MARCH 2015
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04 LONDON CITY AIRPORT
capital gains
London City Airport has announced a development project that
will improve its facilities and almost double its capacity
After several years of negotiating, Newham Councils

Strategic Development Committee has finally granted
planning permission for a 200m (US$305m) development
of London City Airport.
Declan Collier, CEO of London City Airport, said, The
development of the airport will culminate in 2023 when,
following construction of seven aircraft stands, a parallel
taxiway and terminal extensions to the west and to the
east, the airport will welcome some six million passengers
every year.
The proposed investment will enable the airport to operate up
to 111,000 annual flights, an increase on the 70,000 currently
flying to and from the airport, but just short of the existing limit
of 120,000. Without it, the airport is restricted to 38 aircraft
movements an hour, which the airport already reaches at peak
times. Part of the solution is to build a parallel taxiway that
would help to alleviate the congestion.
Jeremy Probert, corporate communications director for
London City Airport, said, The City Airport Development
Programme (CADP) put forward by London City Airport is
simply for infrastructure. The airport, which currently
handles some 3.7 million passengers and 76,000 movements,

already has permission to operate 120,000 flight movements
a year, and has no plans to increase movements beyond what
is already allowed.
The new infrastructure will address three separate
challenges, the three Ps: peaks, people and planes.
Peaks and people
Working in tandem with the parallel taxiway, the terminal
extensions will help to alleviate passenger congestion at peak
times. More movements mean more passengers, so additional
terminal space is needed.
In order to be able to continue to offer passengers the speed
of transit and ease of customer journey that the airport is
known for, greater terminal space is essential, added Probert.
The changes will mean more amenity, more space, a greater
range of destinations and the same high-quality, high-speed
passenger experience, with a focus on customer service.
To aid passenger flows at peak times, London City Airport
uses its Smart Airport System to track the passenger journey
and to monitor bottlenecks and queues.
www.passengerterminaltoday.com ...
LONDON CITY AIRPORT 05

PROJECT: Terminal and
taxiway expansion
LOCATION: London, UK
COMPLETION DATE: 2023
COST: US$305m
of the taxiway. To create a sense of place, the eastern terminal

extension will contain materials that reflect the maritime
heritage of the Royal Docks. The added space from both
extensions will also allow for an expanded and more creative
retail offering.
Larger aircraft
The new aircraft stands will enable larger aircraft to arrive at
City Airport, further contributing to the increase in passenger
numbers. This will, in turn, create greater diversity between
commercial and business users, which currently stands at 61%
business and 39% leisure.
The airport is expecting to see larger aircraft arriving at the
airport in the next two years, added Probert. The Bombardier
CS100, for example, is in testing and Swiss already has the new
aircraft on order. These new aircraft and comparable models
from other manufacturers are larger, wingtip to wingtip, than
the current aircraft using London City. In order to accommodate
them, the airport needs to construct new aircraft stands to the
east of its existing operation.
We know what our passengers expect of

us, and from the passenger journey, and it can
be summed up in three words speed, location
and experience, said Probert. The expanded
airport will continue to use technology to ease the
customer journey and to measure the time that it
takes to travel through the airport. It has already
benefited from the installation of a Smart Airport
System, which measures the passenger journey via
crowd-sensing cameras facilitating staffing and
infrastructure decisions and predicting delays and
bottlenecks before they happen.
To further limit passenger disruption, the CADP
will be implemented in two phases: the first
phase will deliver the western terminal extension,
three new aircraft stands and half of the parallel
taxiway; the second phase will deliver the eastern
terminal extension, four more stands and the rest
ABOVE: Renderings of
the expanded terminal
that will help the airport to
accommodate nearly six
million passengers a year
TOP RIGHT: The new
aircraft stands will be
constructed out over
the docks that surround
the airport, on decking
supported by piling
Completion
When completed, the project will double the airports economic
impact to 1.5bn (US$2.3bn) per annum, as well as creating
1,500 new jobs and a further 500 during construction. During
this time, the plans are subject to 131 separate conditions set
out by council officers to reduce the potential impact of the
development on local residents. The terms include a limit of no
more than 45 noise factored flights an hour, the construction
of a noise barrier on the south side of the site during the
construction period, and the noisiest piling work only taking
place on weekends.
Councilor Lester Hudson, chairman of the Strategic
Development Committee, said, It was a fine balance for
the committee to make the decision considering the amount
of disruption that the construction will cause to residents.
Additional measures have been secured through this planning
application which will mitigate the disruption during
construction and aircraft noise after completion.
The Mayor of London, Boris Johnson, will review the plans
before sending them for approval by the Secretary of State
for Communities and Local Government, Eric Pickles. n
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green wing
The final design for Geneva Airports East Wing is energy-neutral and
sympathetic to the surrounding neighborhood
ABOVE: RSHP
implemented a series
of innovative methods
and technologies that
combine to create
an energy-neutral
building
In August 2014, architects Rogers Stirk Harbour

+ Partners (RSHP) were granted planning
permission for the construction of an East Wing at
Geneva Airport in Switzerland. The new US$326m
facility would replace the existing building
constructed in the 1970s as a temporary structure
to serve non-Schengen long-haul flights.
Its really about passenger comfort and providing
six contact stands for long-haul, wide-body aircraft,
said Dennis Austin, associate partner at RSHP. Its
also about bringing Geneva onto a level playing field
with Zurich, a bit of inter-Swiss competition, if you will.
The airport has a lot of relationships with the Middle
East and North America so its a facility long overdue.
However, the process of getting to the second
design development phase was not straightforward
and involved several redesigns and resubmissions to
the appropriate aviation authorities.
When we released the new design in November
2013, the airport immediately decided that its
operational needs required less of the Schengen/
non-Schengen flexibility. So we spent a lot of 2014
revising the scheme to remove all of the Schengen
stands and facilities.
The resulting design created a seamless
430,500ft2 facility with wide-open spaces, easy
wayfinding and large glazed glass faades that
make full use of the natural light.
RSHP also had to ensure that the East Wing
contained a number of innovative design features. The
buildings close proximity to neighboring complexes
meant that they had to deal with a number of building
restrictions, and strict energy performance laws meant
that the building had to be energy efficient.
The site was incredibly constrained. Literally 1.5m
[4.9ft] off the rear faade of the building is a series of
TERMINAL CONSTRUCTION
07
PROJECT: East Wing
LOCATION: Geneva, Switzerland
COMPLETION DATE: 2020s
COST: US$326m
buildings that are part of a landside campus. Theres

also an office building behind us that houses IATAs
headquarters and they have rights of light demands.
Our solution was two-fold. First and most
importantly, we lifted the building up by one level so
that the Route de Ferney, the Swiss-French connecting
road, could pass underneath us as it does with the
rest of the building. We also leaned the building by
26 toward the aircraft away from the adjacent office
building to give them enhanced daylight.
When it came to addressing the environmental
footprint of the new building, RSHP installed 110
geothermal piles for heating and cooling, 43,000ft2
of photovoltaic panels on the roof, LED lighting
throughout, and low water consumption via methods
such as rainwater harvesting. The architects are
also using locally sourced and sustainable materials
wherever possible.
Every aspect of our electrical needs, FIDS, retail,
all of our 19-hour per day lighting systems, all of our
horizontal and vertical transportation systems, all of
our needs, will be produced by our energy-gathering
systems, said Austin.
We will sell a bit of power back to the grid, and
from time to time we will take from the grid, but we
are standalone. In case of major failure, we have our
own generators; the back-up battery power for all our
equipment is at least 72 hours.
The result is that RSHP and the rest of the RBI-T
consortium responsible for the project can now
look to the future and can remain optimistic when
entering the second development phase. They are
set to issue contracts to complete the rest of the
foundation and roadworks in February 2016, and will
issue contracts for the construction of the East Wing
building in November 2016. n
08
MASTERPLAN
wider vision
Seattle-Tacoma International releases Sustainable Airport Master Plan
to accommodate 66 million passengers by 2035
ABOVE: Sea-Tac is
looking for the most
sustainable way to
expand its terminals
BELOW: The airport
will have 35 additional
gates by 2034
The Port of Seattle has created a Sustainable

Airport Master Plan (SAMP) to tackle the
unprecedented long-term growth at Seattle-Tacoma
International Airport (Sea-Tac). The airport handled
37.5 million passengers in 2014, a 7.5% increase over
the previous year, and numbers have been forecast
to reach 66 million by 2035.
The authority has already put in place two projects
to expand the International Arrivals Facility (IAF)
and renovate the north satellite building, which
will provide some extra capacity by the projected
2019 and 2020 completion dates. But in order to
accommodate long-term growth, the 20-year SAMP
needed to incorporate serious structural changes
while maintaining sustainability.
Its important that we made the decision to
integrate sustainability into this masterplan, said
Elizabeth Leavitt, planning and environmental
management director at the Port of Seattle. Its
important to the people in this region that we do
things sustainably, but I think that some of the
decisions that were going to have to make are to
what extent we continue to try to use existing facilities
versus constructing new ones, and how we balance
that from a sustainability perspective. We want to
get the most life out of existing facilities, but at some
point you have to realize that its time to build more
energy-efficient terminals.
Based on these principles, SAMP takes an
encompassing view of the construction of the airport
and offers alternative suggestions regarding the
most sustainable options. This includes efficiency
in planning, leading to a reduction in aircraft taxi
times and convenient ground access for passengers.
This in turn reduces fuel consumption and carbon
emissions. Other suggestions include different

approaches to reshaping and expanding the terminal
to achieve the desired capacity.
Leavitt added, To get the additional 35 gates
we need by 2034, were going to have to expand
the terminal to the south to support growth in
international wide body aircraft, as well as to the
north for domestic narrow-body capacity.
There are two options to the south, each with
pros and cons, but to get them built were going
to have to find new locations to build alternative
maintenance facilities and cargo hangars.
To the north the story is the same. We have options
for a long extension to the north satellite or for a north
pier concept. But underneath those footprints are
our facilities for aircraft rescue and firefighting, cargo
and airport maintenance, so were going to have to
figure out how to phase in these additional gates while
relocating the facilities that are underneath them.
Timing and organization are key to the project as
the Port of Seattle wants to create a finely balanced
plan that is not only approved by the local and
regional community, but also meets the needs of the
growing number of passengers using the airport.
Were spending a lot of time thinking about how
were going to meet the challenge of rapid growth
in the near term and how we meet the needs of the
traveling public in this interim period, explained
Leavitt. We want to deliver a plan that doesnt
under build and doesnt over build, that takes into
account the economics that keep the Seattle market
growing, yet doesnt leave a poor level of customer
service. Doing this in the most cost-effective way is
going to be important to the airline and the airports
continued economic strength. n
10
PROJECT: Concourse B expansion;
EXPANSION PROJECT
Concourse A renovation
LOCATION: Michigan, USA

COMPLETION DATE: January 2015
COST: US$12.3m
local vibe
Gerald R Ford Internationals new concourses create sense of place for arriving and departing passengers
ABOVE: The terrazzo

flooring in Concourse
B reflects the local
environment, including
Grand Rapids and
Lake Michigan
Gerald R Ford International Airport officially

opened its newly expanded Concourse B and
renovated Concourse A on January 28, 2015. The
project work started in June 2013 and was delivered
at a combined cost of US$12.3m.
The man behind the project, Brian Ryks, joined
Gerald R Ford International Airport as the executive
director in 2012. I flew into the airport in April 2012,
and as an airport director youre excited about what
youre going to see. But when I arrived on Concourse
A everything was blue and gray. Nothing really
visually portrayed that I was in Michigan.
For Ryks, creating a sense of place for passengers
is paramount. The first and last impressions are
important. We wanted to give each concourse more
of a sense of place so that when people step off the
airplane they can identify with west Michigan.
To change that, we added new terrazzo flooring
that reflected some of the themes of west Michigan
such as the Grand River and Grand Rapids. Were
also very close to Lake Michigan and the beach, so
you have plenty of water and sand and we wanted
to reflect those color schemes in the remodeling of
Concourse B. The restrooms were outdated so we
renovated them using lighter colors and modern
finishes. We also integrated some murals in the
waiting areas including a downtown cityscape
scene, a lighthouse, and some tulips and a windmill
reflecting the Dutch heritage of the area.
Although the projects allowed Ryks to create
a sense of place for the passengers, the main
reason for the Concourse B extension was to create
additional gate space. As a result, two new gates
and hold rooms were built, creating an additional
18,000ft2 for passengers.
Our philosophy is that we dont want to overbuild,
but at the same time we want to make sure that
when opportunities present themselves, we have
additional gates to accommodate new scheduled
service opportunities, Ryks continued.
We try and stay ahead of the curve and this
project was completed just in time because we
now have three Southwest Airlines aircraft at those
gates every morning. We also acquired additional
service from American Airlines during this project
so our gate space is being used everyday. Its a
good example of how to stay ahead of the game

without overbuilding.
As part of the Concourse B renovation, the
airport wanted to create amenities that met
with passengers expectations. This involved
constructing several new food and beverage
offerings beyond the TSA screening gates. In
partnership with HMS Host, the airport built
the Michigan Tap Room Restaurant & Bar
and Grand Rapids Magazine store, as well as
renovating the existing bar and bagel outlet. A
new skylight was also installed to improve the
use of natural lighting.
The old concession area had four barstools
and had seating for maybe 20 people, added
Ryks. It consisted of an American Bagel outlet
and a bar that was 8ft long. Michigan is known
for the craft beer industry so we worked with
HMS Host to create what is now the Michigan
Tap Room, which has 20-25 seats at the bar and
additional seating for 100 people. The menu now
reflects the local area, as do the beverages in the
Tap Room.
The aim of the Concourse A renovation project
was to relieve passenger congestion as well
as modernize the facilities. This involved the
expansion of the passenger hold rooms, as well
as adding new seating, carpets and a Grand
Rapids Magazine travel store. The project also
included the addition of new windows and a
business area with charging stations.
Ryks said, We added more than 220 seats
and electrified the area for personal devices.
We changed the carpet and put in an area for
business travelers. It completely changed the
atmosphere in that part of the concourse. What
used to be a very congested area now has a
calming feel because there is enough seating for
everyone and the new windows add natural light
to the area. When you add more light, along with
square footage, it makes the area feel like a much
larger space.
We want our passengers to have a positive
experience so that they want to come back. Were
not a large airport, but theres a lot of things you
can do to give people that personal touch. n
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14-01-2015 15:25:04
NEW AIRPORT
12
industry giant
Aroports de Paris and Zaha Hadid unveil plans for worlds largest airport terminal
ABOVE: The terminal

is inspired by Chinese
culture and language
BELOW: The airport
will accommodate
72 million passengers
by 2025
ADP Ingenirie (ADPI), a wholly owned

subsidiary of Aroports de Paris and winner of
the international competition organized by Beijing
New Airport Construction Headquarters (BNAH) for
the design of Terminal 1 at the new Beijing
International Airport in Daxing, China, has unveiled
the latest design concepts for the project in
partnership with Zaha Hadid Architects (ZHA). The
building will be the worlds largest passenger
terminal when it opens in late 2018.
Located 37 miles south of Beijings Tiananmen
Square, the new Beijing International Airport will
cost US$12.8bn to construct and will eventually
have seven runways and more than 100 million
passengers passing through it per year.
Terminal 1 will measure more than 80,000,000ft2
and have a three-mile-long faade, and has been
designed to accommodate an initial 45 million
passengers per year. It will be adaptable to operate in
several configurations depending on varying aircraft
and passenger traffic throughout each day.
ADPIs design stacks the international and
domestic levels vertically instead of spreading them
out horizontally, which results in a compact terminal
with a single passenger handling center serving
radial boarding piers.
This centralized single-terminal concept will

enable efficient and economical operations, and the
passenger experience will be enhanced by the many
services provided, including shopping areas and
intermodal ground transport.
The distance between the terminal center and the
farthest boarding gate will be just 650 yards less
than Asian and European terminals with similar
capacity. Passengers will easily be able to find their
way within the open interior layout of the terminal,
gravitating naturally to the grand skylight central area
where shops and services are located, and then
walking straight ahead to the gates.
Inspired by Chinese architectural traditions
and symbols reshaped in a contemporary style,
the design is modern and blends naturally into its
surroundings. The overall symmetry of the project
and the flowing, curving forms integrate the design
into a harmonious composition that evokes Chinese
culture, commented a ZHA spokesman. Its colors
and materials are also emblematic of Chinese
traditional visual language.
According to ADPI, the new airport will include
unprecedented levels of environmental management
and sustainability to bolster the airports leading
low carbon status. The airport provides a unique
opportunity to embed sustainability at the heart
of the design philosophy. It will aspire to be Asias
leading green hub of choice, a spokesperson said.
In order to complete the concept, BNAH has
created a joint design team that includes ADPI and
ZHA, as well as competition consortium group
members Buro Happold, Mott MacDonald and EC
Harris. BNAH is now supervising the project, which
is being led into the next stages of development by
the local design institute. n
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05.12.13 09:33
14 VIP TERMINALS
HAZEL KING n
star quality
Creating luxury facilities for
VIP passengers requires
attention to detail, discreet
design and the very best
in customer service
VIP TERMINALS 15
The number of first class passengers is

on the rise for the first time since the
financial crisis hit, with analysis carried out
for the Financial Times by aviation data
company OAG showing the number of first
class seats on airplanes departing in 2014
rising by 34% over 2009.
As airlines continue to offer more lavish
interiors to their most discerning customers
for example Etihad Airways launched
The Residence in late 2014, which includes
a three-bedroom apartment complete with
private butler dedicated first class lounges
and VIP terminals continue to evolve to
meet the growing demand for a top-notch
passenger experience.
MAIN IMAGE: The

reception area of
Munich Airports
VIPWing is designed
to represent the local
Bavarian landscape
16 VIP TERMINALS
The new VIP suite at

Frankfurt Airport was
designed by local
studio MM Design,
which was inspired by
the interior design of
5-star hotels
In May 2014, Fraport relocated its VIP service

into larger premises in Frankfurt Airports Pier
A to accommodate its growing popularity, and
now covers almost 13,000ft2. The facility has a
main lounge and several individual rooms
that emulate the luxury afforded to 5-star
hotel suites, as well as a conference room,
exclusive royal suite and even a fitness room
for those wishing to work out before takeoff. Services include handling of all travel
formalities, including check-in, customs
and baggage handling. Guests are provided
with a dedicated member of staff to meet
their every demand, and passengers are
chauffeured via luxury limousines to avoid
the hustle and bustle of the main terminal.
The challenge associated with the
relocation was to successfully combine all
of these areas, facilities and design elements
into a harmonious, aesthetic and unified
whole, explains Robert Payne, international
spokesperson for Fraport AG. Additionally, we
RIGHT: Sleeping lounge

at Fraports VIP facility
ABOVE: The lounge
now includes a gym
had to ensure that the needs of our various VIP guests would be
properly met by the new facility. Although the lounge has been
relocated to a different part of the terminal complex, this is
irrelevant to our clients because they receive personalized doorto-door service when arriving or leaving the lounge.
Although the facility is available to both commercial
passengers from all airlines and travel class, as well as
those traveling by private or corporate jet, with the VIP
package costing 298 (US$336) plus VAT per guest and
110 (US$124) for each accompanying person, it is not
a mass product according to Payne.
VIP refers to the look, feel and delivery of the
facilities and the service that we provide to each guest
who requests it, he says. This is a premium paid service
that is popular with passengers who desire an extremely
comfortable, sophisticated and tailor-made personalized
care experience and in many cases, discretion.
Exclusivity means
being away
from others or
catering for a
more discerning
audience, and
that is where we
start with the
design of VIP
facilities
Exclusive design
By definition, exclusivity means being away from others
or catering for a more discerning audience, and that is where we
start with the design of VIP and first class facilities, explains
Paul Green, divisional director at design firm 3DReid. From the
approach to the terminal, the design of the entrance, the process
through the facility to the apron and aircraft beyond, every
touchpoint needs to reinforce the notion of quality the passenger
expects and the carrier wishes to portray.
3DReid has been responsible for the design of a number of
luxury lounges and terminals across the UK, including the
Business Aviation Terminal at TAG Farnborough Airport, the
United Airlines Global First and Business Club Lounges in the
new Terminal 2 at Heathrow, as well as the British Airways
Galleries Lounges at Edinburgh and Glasgow airports.
According to Green, the key difference between a VIP terminal
or first class lounge and the main airport lounge is the time or
lack of spent in the facility. An airport will seek to maximize
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18 VIP TERMINALS
3DReid designed the

United Airlines Global
First and Business Club
lounges at Heathrow
Terminal 2
by features of the Bavarian royal family and local Bavarian

designs, according to Corinna Born, director of international
media relations. The architecture is intended to resemble
Bavarian landscapes, with white, high walls to feel like wide
open spaces, inclinations to represent the mountains and rolling
ceilings in the suites that are meant to symbolize the movement
between hills and clouds, she adds.
ABOVE: London Heathrow
offers a limousine service
RIGHT: Great service is key
to creating an exclusive feel
the time and dwell in the departure lounge, while

the preference in the VIP or first class terminal is
to spend the minimum time in the building. There
is an aspiration for high luxury and comfort in
discrete surroundings.
The use of high-quality materials and the latest
technology is key to creating that exclusive
design, with office spaces and conference
rooms featuring large monitors and video
conferencing screens a necessity for the
working passenger.
A feeling of exclusivity is also created
through the choice of flooring materials such
as marble or terrazzo tiling, the furniture
construction, the use of materials soft,
high-quality leather for example and softer,
more atmospheric lighting. Good acoustic
treatment is essential to reinforce the feeling
of separation from both the busy main
terminals, often only beyond a glass door, and
the apron activity, adds Green.
Creating a sense of place can also be useful
when capturing that exclusive feel, something
Munich Airports VIPWing does very well. The
terminal was opened in 2011 and was inspired
Brand identity
Incorporating the airline or airports brand identity can be
a tricky task and, as with the location of these facilities,
discretion is key. The traditional brand colors and wayfinding
found in the main terminal are usually missing from the VIP
terminals, as is the case at Heathrow Airport.
The VIP suites at Heathrow have been designed to emulate
a premium hotel experience, explains Chris Annetts, Heathrow
services director. The VIP experience is intended to evoke
a sense of exclusivity and privacy through the understated
nature of the lounge and brand. The emphasis here is not those
cues normally associated with Heathrow, such as the
yellow wayfinding, but to create a completely immersive
experience away from the airport environment.
We dont take a cookie-cutter approach to anything
we do, so every Clubhouse lounge is considered and
designed depending on its location; every experience is
unique. If a lounge is designed well, it will be successful
without the brand being noticeable, says Callie TedderHares, design manager at Virgin Atlantic Airways.
3DReids Green agrees: The branding of these
facilities tends to be more subtle, focusing on the
touchpoints rather than strong visual identities. In the
United Airlines lounge at Heathrow, we created some
unique pieces of art that were integrated into the interior design
that hinted at the heritage of the United Airlines brand.
Meanwhile at the Lufthansa First Class Terminal at
Frankfurt Airport, which opened in 2004 and is available only
to HON Circle card holders or first class ticket holders, the
interior design matches that of the first class cabin to ensure
It is important
to ensure there
is uniformity in
the quality of
the spaces, the
facilities on offer,
and the overall
experience
THE
GATEWAY
TO NEW
SOLUTIONS
come here to
lookWeatalways
new technologies and
basically to see what is new
in this marketeach year
you have to come because
this is The Show in our
industry
Bernard Thiboutot
Director, Marketing, Aeroport
de Quebec Inc, Canada
This year was really

amazing
in terms of the
coverage, the companies that

are present, the different
types of technologies
and products that are
displayedI will definitely
come again
Hazem Conrol
General Manager E-Commerce
Saudi Airlines, Saudi Arabia
10-12 March 2015
Porte de Versailles, Paris, France

THE WORLDS LEADING
INTERNATIONAL AIRPORT 160+
TERMINAL EXHIBITION
exhibitors
www.passengerterminal-expo.com
20 VIP TERMINALS
MAIN IMAGE: The Club

Area in Lufthansas
First Class Terminal
BELOW: Luxury
cars will transport
passengers from the
terminal to the aircraft
VIP technology
brand continuity. With added touches such as

spa-like bathrooms, quiet rooms with beds, a cigar
lounge and comfort zones featuring dark, handtufted woolen carpets and leather armchairs and
sofas in neutral shades, the Lufthansa brand is
present in a subtle way.
Customer service
Passengers paying for the luxury of a first class
lounge or VIP terminal are looking for service that
goes beyond the run-of-the-mill experience offered
in the main terminal, and consistency is vital.
VIP and first class customers tend to be quite
brand loyal, making regular trips to and from the
same few airports. It is important to ensure there
is uniformity in the quality of spaces, the facilities
on offer, and the overall experience, says Green.
Virgins Tedder-Hares agrees, adding, Our
people are highly trained to ensure each one
of our guests feels special and understood,
which adds to the exclusive feel of the lounge.
Whenever we approach the tangible architecture
of our Upper Class lounge, we look at it as a
canvas for our people to be able to do their job
effortlessly in the space.
As Martin Reicken, Lufthansas director
corporate communications Europe, concludes,
for VIP passengers its the individual and
professional care that makes the big difference. n
Imagine fast-tracking your way through

the airport wearing a smart bracelet
that verifies your identity at airport
checkpoints and gives you instant
access to the VIP lounge. As soon
as you enter the lounge, a concierge
greets you and uses smart glasses to
provide you with the latest information
on your flight, including the weather
and local events at your destination.
Within seconds, she is able to upgrade
you to first class, and since you visit the
lounge regularly, she quickly accesses
your profile, and has her colleague
bring you your favorite drink.
This is the kind of service we can
expect to see in the future at VIP
lounges thanks to new technology,
according to Stephane Cheikh,
innovation manager for SITA Lab.
VIP passengers visit airport lounges
for many different reasons whether
its to relax, find a productive place to
work, enjoy a snack, or freshen up. But
they all have one thing in common:
they expect exceptional, personalized
service, he says.
We expect to see several new
technologies in use in airport lounges
in the next few years as airlines try to
create a unique passenger experience.
This will include wearable devices
from smartwatches to smart glasses
that concierge staff use to better serve
passengers, to biometric bracelets that
passengers wear to identify themselves
and access the lounge. We also think
that sensor technology, such as nearfield communication (NFC), can be
interesting for busier airport lounges
as it can ensure passengers will never
need to wait in line for a concierge.
Some airlines are already trialling
technology in a bid to improve their
customer service, most notably Virgin

Atlantic, which became the first in
the industry to test how wearable
technology, including Google Glass,
could enhance the passenger
experience. In early 2014, concierge
staff at Virgins Upper Class Wing in
London Heathrow Airport donned
smartwatches and smart glasses
to deliver high-tech personalized
customer service to VIP passengers.
As passengers stepped out of their
chauffeured limousines at the Upper
Class Wing, concierge staff received
individual passenger information
directly on their smart glasses or
watches. They were then able to greet
passengers by name and begin the
check-in process. With a simple voice
command or a toggle on the glass,
they could view all the information
normally available at check-in.
The reaction both from passengers
and the concierge staff was very
positive, says Cheikh, who was the
project manager for the Virgin Atlantic
trial. Although it took the concierge
staff a while to get used to reading
data on the glasses and making eye
contact with their passengers, they
quickly became more comfortable, and
they found that there was a certain cool
factor with wearing the glasses.
10-12 March 2015

320+ expert industry speakers from around the

world will gather to share their ideas, experiences,
knowledge, innovations and visions for the future
of the airport and airline industries!
CONFERENCE TOPICS INCLUDE:
Airport Cities & Transport Connections
Airport Design, Planning & Development
Airport Design, Planning & Development Middle East & Asia
Aviation Security, Border Control & Facilitation
Baggage Processing, Tracking & Identi cation
Commercial Development, Retail & Media
Customer Service & Passenger Experience
Energy, Environmental Issues & Sustainability
Increasing Airport Capacity
Management & Operations (inc. ACDM, ATC & TAM)
Passenger Processing, Check-In & Self-Service
Facilities Maintenance & Management
Technology, Systems Integration, IT & ICT
Conference is great, offers a

lot of opportunities, a lot of topics
are coveredI wish I had enough
time to go to all of them
Jacqueline Yaft, Deputy Executive Operations and

Emergency Manager, Los Angeles World Airport - Los
Angeles International Airport
If there is one conference I will

have to choose around the world this
is it, because you get it all in one
Bryan Thompson, General Manager Strategy Planning

and Development, Melbourne Airport, Australia
320+
speakers
THE WORLDS LEADING

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TERMINAL CONFERENCE
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160+
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10-12 March 2015

24 CHANGI TERMINAL 4
RUTH SLAVID n
With the construction of a new

international terminal and a
state-of-the-art recreational facility,
Changi maintains its focus on innovation
crowning
glory
CHANGI TERMINAL 4 25
Singapores Changi Airport is renowned for

its award-winning facilities and first-class
customer service, coming top in the list of best
airports at the 2014 World Airport Awards for
the second consecutive year. To ensure it can
maintain this reputation, the airport needs some
ambitious development plans, and its latest
projects do not disappoint.
The airport is currently constructing the
S$985m (US$730m) Terminal 4, which will open
in 2017, while its Project Jewel development looks
set to transform the airport from a world-class hub
to an international travel destination in its own
right when it opens in 2018 (see Project Jewel on
page 27).
Terminal development
There has long been a trend for the designers and
operators of airport terminals to give their
terminals a sense of place for visitors to know
which country and city they are arriving at or
leaving rather than being in some bland
international nowhere and everywhere zone.
Throughout its development, Changi has always
succeeded in making the airport a reflection of its
home city.
This not only means that it is slick and efficient,
as befits the airports businesslike and prosperous
home, but that it reflects the city-states professed
ambition to be a city in a garden. Singapore has
achieved the unique distinction of becoming more
densely populated and at the same time increasing
its proportion of green space by planting between,
around and even on its buildings. This tropical
lushness is echoed in the airport terminals, which
have abundant plants and green walls, and even
a butterfly garden. The new Terminal 4 will
continue with this tradition. Built on the site of an
old budget terminal, it is modeled after an orchid
petal, the national flower of Singapore.
One of the main focuses of the terminal, which
will handle around 16 million passengers a year,
will be on efficiency. Changi is introducing an
MAIN IMAGE AND
LEFT: Changis
Project Jewel
development will
include lush gardens
and a 130ft-high
indoor waterfall
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CHANGI TERMINAL 4 27
approach that it calls FAST@Changi (Fast and

Seamless Travel), which involves maximizing
automation while still having staff on hand to
assist passengers. It takes the idea of automated
check-in and baggage drops a stage further.
Poh Li San, vice president, Terminal 4
project management office, explains, This new
concept of operations that leverages self-service
technology will greatly reduce waiting times for
passengers and improve workforce productivity.
For instance, airline staff can take on highervalue roles, such as roving service agents
assisting passengers who have difficulty using the
self-service check-in and bag-drop processes.
As self-service kiosks will be available at T4
throughout the day, passengers can choose to
check-in at their own convenience before their
flights without waiting in queues during peak
periods. Those who are unfamiliar with the selfservice options will be assisted by service agents.
Trials of FAST@Changi commenced in May
2014 with a three-month trial at Terminal 1 in
ABOVE: Project
association with Jetstar Asia. The trial enabled
Jewel will combine
Changi Airport Group (CAG), which operates
travel, retail and
the airport, to assess the improvements and
entertainment
BELOW: Self-service
adjustments needed for the hardware and software
technology speeds up
of the various systems, and feedback from
passenger processing
passengers was used to fine-tune the operations and
processes to achieve a better user experience. The
implementation of FAST@Changi is in line with a
wider global push toward increasing automation at airports to
improve productivity and efficiency, while providing passengers
with greater flexibility and convenience, Tan Lye Teck, CAGs
executive vice president, airport management, said in May 2014.
Retail focus
Not surprisingly for a country that is seen as a shoppers
heaven, retail will also be immensely important in the new
terminal. In fact, passengers will be able to start thinking about
it as soon as they arrive at the airport. For the first time at
Changi, there will be an extraordinary amount of transparency,
so even when passengers are checking in, they will be able to
see through to the restricted zones and get a glimpse of the
retail area. This effect will be enhanced by the shop fronts in
the retail area being brightly colored in a manner that is
reminiscent of Singapores Little India. These strong colors
Project Jewel
While Terminal 4 at Changi is impressive, it is what one would

expect the next phase of the airports development to be. Project
Jewel, on the other hand, is truly revolutionary. The scheme, which
will be part retail and entertainment, and part facilities for the
airport, represents an attempt to make Singapore an even more
attractive destination, particularly for stopovers. While the citystate itself is well set up to attract shoppers and tourists, Project
Jewel will offer something special on-site when it opens in 2018,
appealing in particular to travelers whose stopover is not long
enough to make venturing far attractive. Already nearly one-third
of those who use Changi are in transit, so the potential is huge. In
addition the development should attract local residents.
Described as a world-class, signature lifestyle destination
that will enable Changi Airport to capture tourism mindshare, and
strongly boost Singapores appeal as a stopover point for global
travelers, Project Jewel is a joint venture between the airport
and CapitalMalls Asia. It centers on a circular glazed building
and was designed by internationally renowned architect Safdie
and Partners, which is also responsible for the iconic Marina
Bay Sands hotel in Singapore. Project Jewel will have a hub or
gathering place at its heart, replete with 130ft-high Rain Vortex,
believed to be the worlds tallest indoor waterfall.
The idea, says Ivan Tan, senior vice president, marketing and
corporate communications, is to bring the outdoors indoors, so
that visitors to Jewel will be able to enjoy nature and even shop and
dine with an idyllic view, all in air-conditioned comfort. Singapore
itself is lush but being out of doors is rarely comfortable because
of the high temperatures and humidity. At Project Jewel, visitors will
also experience the Forest Valley, which will be filled with plants.
The project will also play its part in the expansion of the airport.
In addition to the creation of the new Terminals 4 and 5, this will
include the upgrading and expansion of existing terminals. By
building on the site of the Terminal 1 parking lot, there will be
additional space created for the arrivals hall, baggage reclaim
and taxi bays. In addition there will be extra facilities for the staff
working at the airport, with connections to all the terminals.
Part shopping mall, part visitor experience and part airport
facility, Project Jewel is difficult to define precisely. But that is what
makes it special and exciting. Tan describes it as a unique mixeduse development that is one-of-a-kind, integrating attractions, retail
offerings and airport facilities.
This major step forward in integrating an airport into a city, in
creating a destination alongside the terminals, is a canny approach
given the competition that exists between major international hubs.
Changi is innovating, not reacting, to a fast-changing environment.
It will be interesting to see if Project Jewel spawns imitators.
28 CHANGI TERMINAL 4
ABOVE: Indoor
gardens help create
a sense of place
LEFT: Passengers
will enjoy more than
160,000ft2 of retail
and F&B space
will catch the eye from a distance and are another indication of
the terminals eschewal of a bland international style.
In total there will be more than 160,000ft2 of retail and food
and beverage concessions, including a walk-through dutyfree store, which will be a first for Changi. This will include
more than 10,500ft2 for liquor and tobacco
and 15,000ft2 of perfumes and cosmetics. A
spokesperson for the airport comments, The
large footprint of the walk-through duty-free
store and the maximum exposure it gives will
provide retail operators with an excellent
platform to offer a wide range of products
and brands in a single location. Not only that,
but placing the popular categories of liquor,
cosmetics and perfumes along passengers
journey toward their boarding gates provides
them with the convenience of accessibility and
minimizes the time they need to shop.
Otherwise the developments in retail are
more to do with transparency and appearance
than the offering itself. There will be a relatively standard mix
of types, with mid-range and luxury, and with all the usual
categories such as a pharmacy, books and a delicatessen.
The airside transfer of passengers and baggage between T4

and the other terminals will also be provided for, facilitating
ease of transfer for passengers transferring between airlines.
In terms of comfort and ambience, T4 will have a look, feel and
environment comparable to the other terminals, offering a good
range of facilities as well as shopping and dining options.
Many of the challenges in the creation of the new terminal are
to do with the speed at which it is wanted and the skills that are
available or not in Singapore. With a short project timeline,
one challenge for us is to ensure extremely well-synchronized
coordination between airport stakeholders and the design
and construction team, to ensure that user requirements are
incorporated into the design and construction, explains Li San.
In addition, T4 will be introducing several new concepts of
operation for Changi Airport, such as FAST and centralized
security screening. These new concepts will drive changes
in design, operation workflows and the use of new enabling
technology, which are all being studied in detail and trialed
before the eventual roll-out.
The contract for the construction of the terminal was awarded
to Takenaka Corporation in December 2013 and techniques
have been selected to minimize the amount of time and labor
needed to meet the 2017 completion date. For example, whereas
conventional construction methods would construct the building
floor by floor, at Changi the new building is being erected in
vertical chunks, starting with the construction of the central
grid, where the baggage handling will be. This is to allow this
system to be installed earlier, bring the completion date closer.
Once the central grid is complete, construction can continue
grid by grid in both north and south directions. Most of the
concrete elements are precast, allowing further time savings
over in situ construction. On the roof, the design uses steel
beams as these can be erected more quickly than concrete.
The project has also committed to using BIM
(building information management), the approach to
construction that makes sure that all information is
shared during the design, construction and operation
phases, preventing double working and errors. Such
an integrated approach across multiple disciplines
reduces construction risks by detecting clashes
early, comments Li San. BIM can also be used to
track inventory, thus improving the ease of future
maintenance and renovation works.
In terms of the use of Changis signature greenery
in the terminal, Li San is relatively cagey. One can
see from the visuals that there is an impressive green
wall on the outside, but the airport is keen to keep
details about interior features a surprise until nearer
the opening. A lot of greenery will definitely be incorporated
into the interiors of T4, Li San says. Gardens are a hallmark
of Changi Airport and T4 will have its own unique way of
introducing nature into the terminal.
When the terminal opens it will be well linked to the rest
of the airport by shuttle buses. But this will not be the end
of development, merely the next phase. Beyond that, there is
an intention to develop a plot of land east of the airport for a
mega terminal called T5, as well as the construction of a third
runway. Alongside the Terminal 4 development, this means
that capacity will more than double, from 66 million passengers
annually today to 135 million by the mid-2020s. n
Gardens are
a hallmark of
Changi Airport
and T4 will
have its own
unique way of
introducing
nature into the
terminal
Flexible design
Terminal 4 has also been designed with flexibility in mind to
allow it to accommodate a range of aircraft. T4 is designed
with the flexibility to meet the operational needs of both
regional full-service and low-cost carriers, says Li San. The
terminal will have 17 contact stands for narrow-body aircraft
and four for wide-body aircraft. These stands will come with
aerobridges, for passenger convenience and ease of access.
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09-02-2015 14:43:40
Dealing with head winds head on

Strong headwinds on final approach are one of the biggest
causes of delay at an airport. As ground speeds slow,
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As part of our approach spacing optimisation suite, Time
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Time Based Separation goes live at London Heathrow in
spring 2015 and is expected to halve wind-related delays.
Visit Lockheed Martin and NATS at

Passenger Terminal Expo, Paris
10th-12th March
lockheedmartin.co.uk/tbs
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32 RETAIL STRATEGY
SAUL WORDSWORTH n
: HANK
NAME
54
ARMER
AGE:
ION: F
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OCCUP PROFILE:
EL
V
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MY CL
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LEISUR
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1-2 TIM
target
audience
Are airports missing a trick by relying too
heavily on mass promotions and discounts,
as opposed to more individually tailored
marketing campaigns?
RETAIL STRATEGY 33
LES
: CHAR
NAME
27
ITY
AGE:
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only receive 85% of the amount the

customer was prepared to pay. If this
behavior could have been anticipated, a
more effective promotion might have been
to offer this customer a discount on a camera
case to encourage additional spend.
With the advance of mobile technology, it is easy
for customers to compare prices and check they are
getting the best deal, rather than assuming airport
prices are the most competitive, continues Buckingham.
Being able to develop a relationship at an individual
level ensures that the customer doesnt make a decision
based on price alone. Any communication should reach
customers via their preferred channels whether online
or offline, rather than those selected by the marketing
department. Digital channels can often be more timely,
personalized and cost-effective, but without data on
passengers and customers, airports often have to rely on
offline and above-the-line campaigns.
London Heathrow in the UK is one example of an
airport that is using mobile technology to reach
individual customers. The Heathrow Airport Guide
App, launched in early 2015, features retail offers
Illustration: Stuart Holmes
According to a recent report by global loyalty

marketing specialist ICLP, airports are far more
likely to take a mass promotional and discounted
approach to their customers than provide tailored and
relevant information based on solid research. This is a
glaring omission in many airports aeronautical revenue
streams and one that all too many continue to neglect.
Airports that tailor their offering pave the way for
developing communications that provide genuine benefit
to each individual, says Mignon Buckingham, managing
director at ICLP. Effective marketing doesnt begin and
end with discounting promotions. While discounting and
offers can of course be an effective way of motivating
spend on unplanned purchases, it can have the opposite
effect if perceived as unsolicited or poorly targeted
communication. A business traveler who is in a hurry to
get to the gate will have little use for a 10% discount on
a meal, whereas this promotion might be welcomed by a
family traveling on holiday.
Discounts have the potential to be dilutive. A passenger
could already have planned to purchase a camera at the
airport, but if that same customer receives and redeems a
voucher for a 15% discount, the retailer would effectively
AT
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2-3
RETAIL STRATEGY 35
RIGHT: Changi
Airport offers targeted
marketing campaigns
at its 120 food and
beverage outlets to
encourage spending
and deals based on passenger details such as

flight number and the terminal they are flying
from, as Chris Annetts, commercial services
director at Heathrow Airport, explains: At this
stage we do not require passengers to give us
their personal information just to receive an
offer, but we will include the option for people
to sign up to our loyalty program, Heathrow
Rewards. Passengers will have the option to
UR
: ARTH
download the offer/promotion and place it into
NAME
their e-wallet, such as the Apple Passbook, and
ED
67
AGE:
: RETIR
ATION
by using iBeacons we will remind passengers to
OCCUP
ER
:
use the voucher in a certain shop or restaurant
TEACH
OFILE
EL PR EISURE
TRAV
L
in the departure lounge.
,
CLASS
EAR
FIRST
ES A Y
Based on our passenger app feedback, we
3-4 TIM
,
Y
L
N
O
will introduce features on an ongoing basis that
will personalize the digital airport experience for
passengers traveling to, through and from the
airport. Heathrow Rewards has already proved profitable for
both the airport and its passengers over one million members
received 1m (US$1.5m) worth of free airport shopping in 2014
and made an average of five visits to Heathrow per year and
the app will enhance this program.
Dubai International (DXB) has also launched
an app, myDXB, that enables passengers to
locate commercial services in the airport
according to their favorite retail or food brands.
Available for free on Apple and Android devices,
myDXB was designed by Airport U, which
creates airport apps that are a vital tool in
increasing commercial revenue, improving
airport product quality and even marketing
the airport to airlines, according to Airport U
director Ian Lowden. Airport Us mCommerce
platforms can be used for campaign
management and for passenger profiling, to
tailor products and promotions to individual consumers.
experience their passengers want, he says. Its not just

about having brands, its about creating a whole airport and
retail experience that puts passengers in the mood to shop.
This is especially true in more mature markets like Europe
and North America, where passengers travel a lot and are
increasingly becoming bored by seeing the same brands and
concepts at every airport.
In order to target individuals, a very detailed picture of
the customer must be created. This is only possible if the
airport has taken the time to conduct research and create a
detailed demographic profile of passengers that goes beyond the
usual where are you flying? and how often do you fly? model.
One airport that really does this well is Copenhagen,
explains Ingram. The mix of brands/shops and how these
are woven into interesting F&B concepts are really
spot on to me. And this isnt just there by pure
chance. They have ongoing surveys that interview an
astronomical number of passengers each year and its
this vast amount of data that helps them have a very
clear understanding of who their travelers are, picking
out the core segment they want to focus on and
providing exactly the type of commercial experience
that these passengers want.
According to Ingram, airports also need to start
imitating retailers and brands from other industries
and build as detailed a database as possible on their
passengers. I believe airports should aim to provide
the sort of shopping experience that online brands like Amazon
do. Time is one of the major constraints in the airport retailing
environment. From our research, we see that lack of time is
one of the key barriers to purchase. So airports would have
a lot to gain if they were able to proactively provide tailored
recommendations and information on the shopping offering
similarly as to what Amazon does when it recommends that
you buy things based on what other people like you have.
Passengers dont have time so you have to bring the product
to them in a way that demonstrates true value to them. To do
so, airports would need to invest a lot more time and energy
into collecting data on their passengers and finding innovative
ways to connect with them than they are today, although that
is slowly changing, Ingram continues.
Its not just about

having brands, its
about creating a
whole airport and
retail experience
that puts
passengers in the
mood to shop
Collaboration
While mobile apps may be one way to connect with passengers
to understand and increase their spending levels, another way
of ensuring retail success is through collaboration. James
Ingram, director of DKMA, a leading marketing consultancy to
the aviation industry, continues to be amazed at how few
airports are taking an active role in developing and improving
their commercial offering and experience, especially as growing
non-aeronautical revenue streams remains such a key priority.
From my experience, the best results are achieved when
airports and retailers work hand-in-hand and adopt a longterm vision of how they can build the sort of commercial
RETAIL STRATEGY 37
LEFT: Airports should

take inspiration from
shopping malls
BELOW: Customers
can shop online and
collect their purchases
at Changi airport
Airports should also be looking for inspiration from

shopping malls, Ingram believes. The way the best
malls mix retail with F&B to create an enjoyable
environment that puts you in the mood to shop is
something airports can aspire to. That means thinking
about how to get the overall commercial offering
to work well together instead of simply putting
some brands here and there. They need to
consider how passengers like to spend time
in their airport and design the space and
experience around that. Again it comes back
to basic understanding of what the travelers
want, he adds.
the retail scene, say Ivy Wong, senior vice president,

airside concessions division. Successful campaigns
mean constant and close collaboration with retailers
to gain greater insights into what passengers want. At
Changi we regularly engage with our retail partners
to understand their business needs and customer
profiles, and better align our marketing objectives and
promotional calendars.
An example of a successful partnership with retail
concessions is the Changi First program, whereby the
airport seeks to provide passengers with exclusive
retail promotions. Recently Changi hosted the global
launch of the new SK-II AurActivator CC Cream
complete with the SK-II brand ambassadors. Other
retail promotions include year-round Goods and
Services Tax (GST) absorption within the public area
shops to attract local residents to enjoy an effective
discount of 7% when they shop at the airport. Like
Heathrow, Changi has its own loyalty program, Changi
Rewards, where its most loyal spenders get a rebate of
up to 3% of their spending at the airport, giving them
more reasons to shop there. It also offers a money-back
guarantee for shoppers who find a product cheaper in
downtown stores.
New shops, F&B outlets and retail promotions are
all publicized through the Fans of Changi social media
platforms, including Facebook, Twitter, Instagram and
Sina Weibo. With a combined fan base of close to a million,
these channels offer a sizeable audience. The airports
latest initiative, however, takes integrated marketing to
a new level. iShopChangi, an online retail concept that
allows passengers to purchase online and collect their
tax-free goods at the airport before flying, was launched in
October 2013. A pop-up iShopChangi store was established on
Orchard Road, a popular shopping belt in Singapore, giving an
Successful
campaigns
mean constant
and close
collaboration with
retailers to gain
great insight into
what passengers
want
Case study: Changi

One airport that has proved itself worthy of
the shopping mall title is Changi Airport in
Singapore. It is one of the airports that has
achieved that great mix of shopping and dining
experiences and is acting as much like a
shopping mall as it is an airport. It is this
mentality that airports need to seek to achieve if
they want to maximize their sales, says Ingram.
With over 350 retail and 120 F&B (food and
beverage) outlets at the airport, Changi Airport
Group takes an active role in leading both
large-scale marketing campaigns and partnering
retailers to run tactical promotions. Each year
it runs a variety of retail promotions, big and
small, to introduce new brands and stores, and
AN
: VIHA
spur spending during key shopping seasons. The
NAME
34
major marketing campaigns run each year include
AGE:
:
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P
U
C
OC
the signature Be A Changi Millionaire retail
NEUR
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R
P
E
:
ENTR
OFILE
campaign from May to October, where a lucky
EL PR
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SS,
A
L
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S
shopper walks away with a million Singapore
ES
BUSIN
ONTH
ES A M
dollars, and Christmas, when shoppers can collect
3-4 TIM
limited edition items or enjoy unique experiences
at the airport with a minimum spend.
Designing the campaigns requires an astute understanding
not only of shoppers behavior, but also of the latest trends in
38 RETAIL STRATEGY
Top tips for better

marketing strategies
Identify key characteristics and preferences: With so many
factors influencing a consumers motivation to spend, it is essential
to identify the key variables and characteristics of a trip, combined
with the preferences of individual passengers and their past
activity, to better understand their current and likely future behavior.
This insight will enable improved targeting and a more relevant
approach to motivate increased expenditure. The ultimate goal
should be to create a single customer profile.
Track marketing promotions: When offering marketing
promotions, it is vital that tracking is in place to be able to evaluate
performance against objectives. Many airports and retailers will
send out and accept discount or promotional vouchers, but often
it can be difficult to obtain the data on those redeemed to obtain
a view of the overall success of the campaign. Research
conducted by ICLP in 2014 with European passengers
found that nearly half of those questioned said the vouchers
and discounts they were offered did not incentivize them to
shop or dine more than they would normally.
Tailored communications: To encourage spending from
passengers who currently dont spend, communications
need to be even more tailored and relevant. It will be more
challenging to change the behavior of those passengers who
appear to have a more negative attitude to spending, so a more
innovative approach will be needed.
H
: SARA
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Use all possible opportunities to communicate: The best

performing airports look at all touchpoints with their customers
to ensure that every opportunity to communicate is utilized. This
includes examining the commercial opportunities to be gained by
incentivizing direct booking of airport parking, for example, or other
relevant products and services such as travel insurance.
on-ground publicity boost for the service, as well

as an opportunity for those interested to register
their details.
We integrated iShopChangi with existing
programs such as Changi Millionaire and Changi
Rewards to further incentivize shoppers to use
the service through seamless integration across
platforms, says Wong. Shoppers on iShopChangi
automatically have their points credited to their
Changi Rewards account and qualify for Changi
Millionaire as well. All this enables us to better
understand our customers spending behavior and
tailor future promotional messages according to
their profiles. We have adopted several promotional
models over the past years, and through the retail receipts and
redemption rates we were able to discern what was popular
with shoppers and what was not.
tailored Bluetooth messages about commission-free

currency exchange deals to passengers in the
departures section of the airport. Meanwhile, a
further recent innovative effort that combines online
and offline channels is Helsinkis grocery service.
Passengers can order through online store Alepa
Kauppakassi and pick up the groceries in the arrivals hall after
touching down.
Helsinki Airport clearly understands that many passengers
share concerns about having to replenish their fridges after
coming back from a trip, says Marco Serusi, senior consultant
with SimpliFlying, a global airport consultancy. With the
grocery service, the airport seeks to make the travel
experience easy and smooth, while developing
itself as a shopping location that meets the various
needs of passengers.
In a similar vein, Stockholm ARNs Arlanda
Food Trucks initiative saw its F&B operators take
to the streets and head downtown to show local
residents the best of what the airport had on offer.
This was a simple yet effective way to reach out
to potential passengers and get them to consider
the airport more in terms of a shopping-dining
destination than simply a place where you go to
catch a flight.
There is clearly scope for innovation in the
industry, but successful marketing doesnt just
happen its a lot about learning by trial and error,
comments Ingram. Airports need to have a system in place to
keep track of how their consumers are behaving and how they
react to the various promotional efforts being implemented.
This means not only tracking who is purchasing what, but also
linking actual purchases to promotions, which can be done
via QR codes and discount codes. This will help them build a
detailed picture of which promotion is most effective for their
key segments. Airports need to stop seeing themselves as
simple landlords and get much more involved in managing their
commercial experience. n
AT
OCCUP PROFILE:
L
E
V
A
TR
ASS,
ES
MY CL
ECONO ONLY, 1-2 TIM
E
LEISUR
A YEAR
Successful
marketing
doesnt just
happen its
a lot about
learning by trial
and error
Innovative options
In the past couple of years, several airports and airlines have
been experimenting with beacon technology to enhance
customer experience through the provision of information at
relevant touchpoints throughout the airport. Virgin Atlantic,
together with London Heathrow, is using beacons to send
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17/02/2015 14:23:56
40 RESTAURANT OPENINGS
HAZEL KING n
taste sensations
Passenger Terminal World looks at some of the latest restaurant
concepts opening up at airports around the world
MAIN IMAGE:
Newcastles new
Cabin Bar features
comfortable seating,
luxury food and wine
brands, and views
over the airfield
RESTAURANT OPENINGS 41
01
PROJECT: Cabin bar

LOCATION: Newcastle International Airport
OPENING DATE: January 2015
PROJECT: Wondertree
LOCATION: Gatwick Airport,
South Terminal
OPENING DATE: Summer 2015
SSPs Cabin Bar at Newcastle International Airport is inspired by the

elegance of travel in a bygone era and the design is focused around
an island bar with atmospheric lighting, including tea-lights at tables, and
chic bar stools upholstered in Tiffany-blue among the design accents that
create a sense of luxury. The bar is part of a 14m (US$21.4m) investment
program at the airport aimed at improving the departure lounge facilities.
SSP has partnered with Champagne Lanson, premium beer brand
Peroni and leading independent wine merchant Corney & Barrow to offer
all passengers a premium experience in a first-class environment. Small
bites and larger meals are also on the menu.
Simon Smith, CEO UK and Ireland at SSP, comments, Cabin is a
brand that works well at any travel location looking to offer customers the
chance to relax and watch the world go by in an environment that allows
them a moments escape from the stress of modern life.
A third Cabin Bar will open at Stansted Airport in the spring.
TRG Concessions will open a 5,250ft2

Wondertree restaurant in Gatwick Airports
South Terminal this summer, which will allow
passengers to take advantage of airfield views
over the runway.
The restaurant will feature a bright, colorful
and contemporary design that includes globe
lights, telescopes and map tables, so that
customers can explore the world even before
setting foot on an airplane. It will offer both a
caf for passengers to grab food on the go and
a full-service restaurant for passengers with time
to relax before departure.
Charlotte Christiansen, business development
manager for catering at Gatwick, says,
Wondertrees exciting offer of freshly prepared
food from around the world is a perfect addition
as we continue to transform the dining experience
for passengers. Wondertree completes a great
year of new restaurants for Gatwick, with many
more exciting additions planned for 2015.
The Wondertree news follows Gatwicks
announcement of a further 1bn (US$1.5bn) of
investment to continue the transformation of the
airport, including the retail and catering offering
for passengers.
Designs for the Wondertree restaurant are
still being finalized, with construction yet to start.
It is due to open in late June or early July,
according to Nick Ayerst, managing director,
TRG Concessions.
02
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partner for value-added baggage handling solutions. This partnership covers not only the turnkey
delivery of high-quality baggage handling systems, but also includes smart software solutions and
continuous lifecycle support.
Come and see us on stand 6075 at Passenger Terminal Expo 2015 in Paris from 10-12 March.
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DRIVEN TO MOVE YOU
03
PROJECT: Fortnum & Mason Bar
LOCATION: Heathrow Airport, Terminal 5
OPENING DATE: December 2014
Luxury food and drink retailer Fortnum & Mason has
opened its first airport bar in Terminal 5 at London
Heathrow Airport, located next to its new 1,000ft2 store.
The design for the restaurant was inspired by Fortnums
history of servicing travelers, its English heritage and 17th
century English silverware, according to Richard McConkey,
associate, Universal Design Studio. We thought that the bar
should provide a moment of respite within the busy terminal and
designed the freestanding canopy structure to shade the length
of the bar to provide shelter and intimacy, he adds.
The 5m-wide canopy is completely self-supporting and uses
nickel-plated solid steel. Elsewhere on the bar a rich palette of
polished pewter, velvet, leather and glass has been used all of
which are custom-made.
The Fortnum & Mason Bar will be open for business from
5:30am until the last flight and will serve high-quality food and
drink including charcuterie plates, hams, caviars and smoked
salmon, as well as fine wines and champagne.
PROJECT: Modmarket
LOCATION: Denver International
Airport, B Concourse
OPENING DATE: January 2015
04
Modmarket has invested over US$1m in its new

900ft2 restaurant situated in the center of the B
Concourse at Denver International Airport, which is
part of the re-imagination of the airports entire
concession program. The restaurant is inspired by
passengers desire for freshly prepared food and
offers a seasonally changing menu with nutritional
content of meals broken down on each receipt.
Modmarket incorporates sustainable beetle-kill
pine from Colorado along with classic Italian marble,
explains Heath Montgomery, spokesman for the
airport. The restaurant also uses rapid cooking and
preparation in combi ovens, which use convection
heating and steam cooking methods.
Modmarket worked with Shea Design Group

from Minneapolis and local artisan suppliers to
create the restaurant; Tastes Denver LLC, a
partnership between Tastes on the Fly and IRG
LLC, is the operator.
Modmarket epitomizes our commitment to
eating well, supporting unique local flavors and
being good environmental stewards. Their success
in the Denver market, growing to eight locations in
just six years, demonstrates the healthy vibe they
strike with Coloradans, says Michael Levine, CEO
of Tastes on the Fly restaurants.
A second Modmarket restaurant is expected to
open on the C Concourse this spring.
Unbenannt-1 1
17.12.2014 17:15:38
05
PROJECT: CNN Traveller Caf

LOCATION: Abu Dhabi International Airport, Terminal 3
OPENING DATE: December 2014
CNNs first Traveller Caf at Abu Dhabi Internationals Terminal 3
is part of the companys expansive consumer engagement
initiative. Designed by London-based agency Portland and operated
by SSP, the CNN Traveller Caf gives visitors a comprehensive CNN
experience including: CNN International broadcast in HD on a
number of screens, with integrated audio system for each table;
online, social and visual CNN content displayed on a media wall
comprising four state-of-the-art Samsung digital signs; and latest news
headlines in an RSS news ticker situated above the serving counter.
Graham Needham, senior designer at Portland, who was involved
in the project, says, The starting point for us was to understand
CNNs ethos and brand values. The main focus for CNN was going
beyond borders and giving customers something unexpected, as
well as delivering intelligent news and a connected world.
The design requirements for a travel environment differ greatly
from the normal retail outlet and so we made sure there were spaces
to store your luggage comfortably, discreet coat hooks embedded
into the table, and places to store electronic devices at your table
all this helps alleviate the stressful environment, which is especially
important in a transit airport like Abu Dhabi.
Portland devised some clever solutions to enhance the connected
world experience for customers a shelf situated at 90 to the
table with power points included enables customers to charge their
electronic devices without fear of damaging them with food or drinks.
There are also international power sockets and free wi-fi throughout.
News is obviously a big part of CNNs brand it is famous for
being the first to break news, comments Needham. We created
a live feed around the counter that was headline-based, giving
customers quick, bite-size snippets of news that are easy to digest
while they order, while there are also opportunities to sit down and
watch the 24-hour news channel. And there is also a social media
wall connected to CNNs Twitter and Instagram feeds, so there are
different levels of connectivity to suit each client.
CNNs brand was the main focus of the design, and Portland
worked within the brand colors of red, white, grey and black to
introduce timber floors and walls and textured materials to create
more warmth and softness.
Portland will continue to work with CNN on developing the vision
for future CNN Traveller Cafs, with the next one launching in Dubai
International Airport in 2015.
In November 2014, concessionaire OTG Management unveiled plans

for the transformation of Terminal C at Newark Liberty International
Airport as part of a US$130m deal with United Airlines. The project is
expected to take 18 months to complete and will see OTG assemble the
largest collection of chef-driven restaurants in the USA.
Rick Blatstein, CEO, OTG Management, comments, Our program
with United Airlines at Newark Liberty is a re-imagination of the airport
experience. We are working with over 20 locally and internationally
celebrated chefs, world-renowned design firms, and integrating over 5,000
iPads to enhance the customer experience.
Passengers will be able to choose from 55 new dining experiences,
including four restaurants created by Michelin-starred chefs. Concepts will
include Saison, a classic French bistro by Alain Ducasse; Vesper Tavern, a
gastropub-style tavern by Paul Liebrandt; Riviera, offering French country
fare by Alex Guarnaschelli; an Italian steakhouse by Mario Carbone; and
Josh Capons SRF Bar, featuring a surf and sushi menu.
Nearly 60 gate areas will also be updated with custom seating and tables
creating a lounge style design. Travelers will be able to use iPads to track
their flights in real time and order food, beverages and other products via a
visual menu available in 20 different languages. Orders are then delivered to
customers seats within 15 minutes.
PROJECT: US$130m restaurant upgrade

LOCATION: Newark Liberty
International Airport, Terminal C

OPENING DATE: Mid-2016
06
46 RESTAURANT OPENINGS
07
Expert
opinion
PROJECT: SAS Caf Lounges

LOCATION: Trondheim and
Troms airports, Norway

OPENING DATE: April/May 2015
Scandinavian Airlines (SAS) is opening two new Caf

Lounges for frequent flyers at Trondheim and Troms
airports in Norway. The new Caf Lounges are designed to
complement the existing SAS lounges and are located near the
departure gates to offer passengers comfort and convenience
right up to the point of departure.
According to Henrik Edstrm, SAS head of media relations
Sweden, the lounge concept is based on self-service and will
be accessed through speed gates. We have a good dialog
with our frequent travelers and have been listening to their
needs and wishes when it comes to making traveling with SAS
as easy and smooth as possible, he adds.
Eivind Roald, executive vice president commercial at SAS,
explains, Our most frequent flyers appreciate time-saving
services such as Fast Track, which is why we are now offering
an additional service designed especially for them. Fast flows
are important on our domestic market and customers can
work effectively in our Caf Lounges located close to the gate.
Each Caf Lounge offers SAS passengers a comfortable
waiting environment as well as wi-fi access, tea, coffee and
pastries. The first lounge concept will open in April 2015 in
Trondheim, followed by Troms in May.
PROJECT: Genghis Grill

LOCATION: Dallas-Fort Worth
International Airport, Terminal E

OPENING DATE: November 2014
08
Concessions International (CI) has introduced a new fast and fresh restaurant option at
Dallas-Fort Worth International Airport Genghis Grill. The restaurant is part of a joint venture
between CI and MBC Concessions and is located in Terminal E (near Gate E33).
The Dallas-based restaurant features a fresh market bar that allows customers to create their own
dishes and has a streamlined menu designed to suit travelers on-the-go needs.
Anthony Joseph, CI president, comments, Our number-one feature at the new restaurant is our
signature exhibition cooking and we pay homage to our history with Genghis Khan with warm colors,
and Mongolian and Asian influences. Passengers can see our market bar with an array of more than
80 fresh ingredients from which they can watch their bowl made. Then passengers can watch our
grill masters cook their creation to perfection on a large, sizzling, circular grill. Our custom grill is 8ft in
diameter, with temperatures reaching over 600C.
Alicia Tomlin designed the restaurant with Genghis Grills corporate office; the architect was Ed
Yost with Carrell Partners & Yost Architecture. Special features include countertop surfaces made
from ECO quartz by Costentino. The ECO quartz is made from 75% recycled materials even 94%
of the water used in the manufacturing process is re-used so not only is it a smart choice for the
environment, but it is a supremely durable product that is also naturally anti-microbial, adds Joseph.
Further CI developments at DFW Airport include a sports bar in collaboration with ex-NFL superstar
Drew Pearson in Terminal B, which is expected to open in November 2015. n
Rick Blatstein, CEO,

OTG Management,
gives his views on
what makes F&B
successful
What are the current trends
affecting airport F&B?
We really see experiences at
the airport rivaling those on the
street. The expectations of our
customers shouldnt change
because they came through
security checkpoint. There is
greater emphasis on making
the airport part of journey
they are becoming destinations
themselves.
What are the main things to
remember when opening a new
outlet in an airport?
A number of factors come into
play when opening a new location
or concept. You have to first
understand who the customer is,
and what is the culture of the city
and region youre operating in.
Developing a truly local program
is a huge part. When you think
about it, airports are the doorstep
to that city and region, so being
able to create a wonderful first
and last impression is everything.
How is technology playing a role
in airport F&B?
Technology plays an active role
in the everyday lives of our
customers, and you can see
it unfolding in the airport. The
integration of Apple iPads at
our restaurants has led to both
increased sales and customer
satisfaction scores. And just
last autumn we introduced the
first ever in-person mileage
redemption program with United
Airlines, where, with a simple scan
of their boarding pass, customers
can pay for food using awards
miles. Ease-of-payment options
are going to be a game-changer.
Interpreting local traditions, embracing tomorrows needs
ADPI
Engineers and architects creating outstanding and protable airport facilities
Taiwan Taoyuan International Airport - Control tower

Taiwan, Taipei
www.adp-i.com
A member company of Aroports de Paris Group
48 DIGITAL SIGNAGE
PAUL WILLIS n
seen on
screen
DIGITAL SIGNAGE 49
How can airports improve the passenger

experience, enhance wayfinding in the
terminal and maximize advertising revenues?
Digital screens might just be the answer
Airport investment
Since the launch of the iPhone in 2007, consumers have

become increasingly obsessed with viewing real-time
information via digital devices, and according to digital
marketing, media and commerce analysts eMarketer, our love
affair with this medium is set to continue. There will be more
than two billion smartphone users around the globe in 2016;
there were 1.75 billion in 2014.
As consumers become more reliant on receiving information
through digital means, airports can capitalize on this technology.
High-definition display screens allow airport operators to
provide up-to-the-minute information for passengers to enhance
their journey, while a 2011 study from Eyetracker (Europes
only specialist eye-tracking agency) conducted by JCDecaux
revealed that each passenger views advertising messages on
digital screens an average of 100 times as they pass through
the airport, making them attractive revenue generators.
In October 2014, specialist out-of-home

(OOH) advertising agency Eye Airports
announced plans for an 8m (US$13m)
upgrade of advertising media and
technology across its airport network
in the UK. It is the largest UK airport
advertising investment this decade.
The Redefining Airports project
will focus on the latest high-spec media
formats with the aim of reaching a new
breed of passengers. The improvements
will be seen in London Gatwick (North
and South terminals), Manchester,
Stansted and many regional airports,
and will include digital welcome screens
and the upgrade of advertising screens
throughout the airports to high-definition
LCD screens.
Airports are fundamentally changing
and the Redefining Airports project
places Eye Airports at the forefront of
this evolution, explains Ged Weston,
sales director at Eye Airports. Aviation
audience numbers are at an all time high
and more desirable than ever. We are
redefining how brands can capitalize
on this audience who are in an alert
and engaged mindset. We believe that
the best way to help clients realize this
opportunity is through digital signage.
on the web
Read the full interview with Eye Airports Ged Weston on
50 DIGITAL SIGNAGE
Making the most of digital

According to Jim Houston, a design director at signage
specialist MSD, the rise in air travel has had a direct effect on
the number of screens installed in terminals, and digital signage
offers a clear advantage over traditional static signage. It can
be changed instantly, he says. We have been using it
anywhere there may be a change in the operation of the
building or facility, such as forecourts, bus and train stations,
check-in desks, landside cafes, security, immigration and gates.
While the ability to be dynamic is one of the key advantages
of digital signage, Arthur Damen, chief marketing officer at
Dutch firm Net Display Systems (NDS), a supplier of digital
signage software to more than 85 airports worldwide, believes
it is a feature that is being largely underused, and digital
signage solutions remain on the whole very traditional.
There are hardly any total, integrated airport signage
solutions, he adds. Some airports have added advertising or
use flight information displays to show the weather conditions
at the destination, but thats basically it. Technology nowadays
offers so many more possibilities.
NDSs own attempts to take advantage of these possibilities
include a video wall at Eindhoven Airport, which shows news
alerts, and a smart airport signage concept that it is rolling out
this year. The concept allows flexibility, with all the screens
at the airport able to switch use instantly to display the
information that is needed at that location at that moment.
Damen gives the example of switching flight information
displays to display restaurant advertisements when passengers
know they will be facing a long delay. The smart signage
concept would also allow airports to tailor directional signs to
the needs of the moment, he believes. Transfer passengers could
be guided to their next flight while arriving passengers could
get up-to-the-minute information on waiting times at security.
Sophisticated signage
ABOVE:
Brisbane
Airport
incorporates
digital screens
with mobile
technology
BELOW: Points
could be useful
in providing upto-the-minute
information in
airports
If the holy grail of digital signage is a perfect fusion of web

interactivity and real-world application, then a company in
Brooklyn might just have found it.
Design agency Breakfast spent three years creating
Points. At first glance it looks no different from any other
directional signpost. But hidden beneath Points milled
aluminum exterior is a complex array of motors and
hardware that enables the arms of the signpost to rotate
and update to display info pulled from online sources.
Passers-by can press categories on an eye-level
display. If Shows is selected, then the 16,000 LEDs that
display text on each of the three black arrows update
with information about whats on at nearby theaters. The
interactive signpost works by using content from RSS
feeds, transportation networks online data, social media,
and listings sites such as Foursquare. At the same time
a micro-transmission motor inside the 8ft-high signpost
rotates the arms to point the way to the event.
DIGITAL SIGNAGE 51
Advertising revenue
In addition to providing real-time information, digital screens
are well-suited to advertising campaigns throughout the airport
and have huge revenue potential a digital billboard in New
Yorks Times Square was recently rented out at US$2.5m a
month. However, they accounted for just under 30% of
advertising sites at the major European hub airports in 2013,
according to Phil Weake, the founder of airport advertising
consultancy firm Compass.
Weake, whose firm has provided consultancy to over 80
airport projects worldwide, expects this figure to rise to 40-50%
by 2020. Over the same period he predicts that digital advertising
displays at UK shopping malls will rise from 38% to 75%.
Digital airport adverts usually come in small-format and
large-format screens made up of networks of LCD screens.
The small-format screens are sited at strategic points in areas
of free-flowing passenger movement and generally show six
adverts per minute on a loop, while large-format screens are
generally in locations where large concentrations of passengers
congregate. Like the small-format screens, they generally show
ads in 10-second slots but their advertising space is sometimes
sold to one advertiser.
Weake explains, It could be said that there are two phases of
digital advertising screen development. Phase 1 involves using
LEFT AND BELOW:

Airports can choose
between large and
small advertising
screens depending
on their location in
the terminal
screens on a standalone or network

basis to display dynamic advertising to
an audience. Phase 2 involves some sort
of mobile or social media activation.
The higher demand at shopping
malls is making them a good testing
ground for the Phase 2 innovations
that Weake believes will soon find
their way into the airport. One recent
initiative is a partnership between ad signage company Adspace
and Shazam, the music-recognition app. Under the partnership,
digital signs in more than 200 US shopping malls will show
ads that can be read and displayed on smartphones using
the app. Something similar could be made of iBeacons,
Apples low-energy Bluetooth transmitters that are popular
in airport retail environments.
Another example of a Phase 2 initiative is at
Brisbane Airport, which became the first airport in
Australia to incorporate digital screens with mobile
interaction in 2013 when it installed two large LED
screens in the international departures area that
allow visitors to publicly share their personalized
SMS messages with passengers. The 9 x 16ft
screens display 40-character messages that can be
easily viewed from several areas of the terminal.
As well as SMS, the interactive screens harness
the latest in state-of-the-art digital technology to
display rich media and interactive content every 30 seconds for
retailers and passengers, with the personal message capability
active between 7:30am and 11:00am every day.
Chloe Lockhart, retail operations manager at Brisbane
Airport Corporation, explains, We decided to introduce these
screens as we were looking for a platform whereby we could
advertise and promote our retailers in a dynamic way, with
digital being the best way to do this. In addition to allowing
us to advertise retailers, the screens also give us the ability
to target particular messages at particular times of the day.
For example, we can program bilingual Chinese messages in
line with the China flights, or dinner specials from 6:00pm
onwards. We also wanted a tool that would allow us to engage,
entertain and inform passengers for example, on the screens
we have a live weather feed from all over the world and we
schedule in various sports games live on Foxtel throughout the
week. We have the SMS your loved ones program in place to
engage passengers during peak times and to provide a point of
difference for BNE Airport.
According to Lockhart, feedback from passengers has
been positive, with more than 100 messages sent on average
per session. It is a very unique service which surprises
and delights people, which is something we like to try and
achieve, she adds.
Digital
billboards
accounted
for 30% of
advertising
sites at major
European hub
airports in 2013
ABOVE:
Airports need
to find more
innovative
uses for digital
screens than
just advertising
RIGHT:
Information
displayed can
be tailored
to suit the
passengers
needs at
specific times
52 DIGITAL SIGNAGE
The system is moderated by a member of staff before the

messages are posted, to ensure they dont contain inappropriate
information. Our system works with passengers sending a
text message, it being received, viewed and screened by a real
person to ensure it doesnt contain rude language or innuendo
and it then being approved and pushed to the live screens.
This is all done in a matter of 1-2 minutes, subject to how
many messages have been sent through at once. There was a
lot of work in developing the actual system from the back end.
A lot of time and effort went into developing and testing the
program. We wanted something that was in real time, and that
when passengers sent a text to the screen they could see their
message in a matter of minutes, Lockhart says.
Weake says the out-of-home (OOH) advertising market,
including airport advertisers, is watching initiatives like these
closely to see how best to marry OOH digital and mobile
technologies to boost sales.
MSDs Houston is more circumspect about the combination
of mobile technologies and digital signage. As he points out,
many phones and apps can already display airport information
without the need to interact with signs.
Dont forget the wayfinding
In any case, he adds, We do believe its important to keep your
head up and off your phone while navigating through a busy
airport, for obvious reasons.
This last point brings up an important distinction about
airport signage. Airports, unlike shopping malls, are places
where the imperative is on getting to your destination fast.
This means that a key consideration in planning
digital advertising screens at airports is avoiding
conflict with terminal wayfinding. Compasss Weake
says, People go there to travel and its vital that
they can see where they need to go.
Because of this, there is a tension between the
need of the airport to raise revenue from digital
advertising and the volume of signage a terminal can
bear before it becomes confusing.
The importance of clarity in airport signs goes
back to the 1960s when the first wave of modern
signage systems arrived. Pioneering designer Benno
ABOVE:
Digital
technology
should
not get in
the way of
wayfinding
Wissing, known for his color-coded 1967 signage at Schiphol

Airport, was so rigorous about the need to avoid confusing
passengers that he banned any other signage in his chosen
shades of yellow and green, which meant outlawing Hertzs
car rental signs.
San Francisco-based designer Mitchell Mauk created the
signage for Qatar International Airport. Theres an art to the
installation of wayfinding signage, he explains. Visibility
is critical. You have to take into account sightlines and the
quantity of information travelers are able to absorb. For
example, when you walk off a plane, you dont need to be
bombarded with signs for taxis, information desks, etc. You
need a sign for the baggage claim and as you move
through the airport you need that sign to be repeated to
confirm youre on the right path.
Mauk says that avoiding overburdening the passenger
with too much information isnt the only reason to think
carefully about the volume and placement of digital
signage. There are also aesthetic concerns. You have
to ask yourself, how do you make it look like an airport
and not a TV showroom.
At Qatar his designs feature bow-shaped glass on the
screens of some of the advertising pylons to replicate
the shape of an airplane wing and to echo the form
vocabulary of the airport. His design brief also includes a
number of static signs.
Mauk believes that from a design perspective, static signs
still allow more freedom than digital signs, which are limited by
screen size and shape (although the new generation of curved
TVs coming onto the market could change this). Additionally
digital signage poses the logistical problem of where to hide
power cables, which is especially tricky with freestanding signs.
While digital signage is undoubtedly the future, most
experts agree that its unlikely it will displace static signage
completely. This is in part for safety concerns airports dont
want a situation arising where, if the network goes down,
theyre left with no directional signs but mostly its for
reasons of common sense.
An exit will always be an exit and static signage is the best
solution to show that, says NDSs Damen. But the role for
digital signage as a medium to optimally support static signage
will further grow. In the future, passengers will experience it
as quite normal for there to be screens all around them. n
You have to ask

yourself, how
do you make
it look like an
airport and not
a TV showroom
LEFT: Mitchell Mauks

signage at Qatar
International Airport
BELOW: Airports must
avoid overloading
digital screens with too
much information
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54 CUSTOMER EXPERIENCE
ANTHONY JAMES n
magic
moments
An airport should involve more than just eye-catching
architecture and process management it should aim
to delight and surpass passenger expectations
Until fairly recently, airports have developed
their infrastructure and processes around
two core requirements: capacity and revenue.
However, many in the industry now realize the key
to future success will revolve around the customer
experience. So reads the synopsis for a
forthcoming presentation to be delivered at the
Passenger Terminal Conference, taking place
March 10-12, in Paris, France.
The speech is being given by Mazhar Butt,
head of customer experience, Dubai Airports, who
intends to answer the question: How do we change
the mindset in the industry and develop airports
that put the customer at the center, and create a
great experience around their needs?
Capacity management was paramount in
making an airport function efficiently, and revenue
management ensures the airport can operate
financially while enabling future infrastructure
investment closing the loop on capacity
management, explains Butt, alluding to the
way things were.
Traditional airport design followed a basic
rule understand your demand to determine
the flows, and build the infrastructure around
accommodating various products and processes.
As a final touch, an effort was made to align the
experience with what a passenger may want,
Butt continues.
However, Butt says the goalposts have now
very definitely moved: As soon as passengers had
a choice, both in terms of airlines and airports
to make their journey, then customer experience
became a variable that the industry had to add
to the mix.
CUSTOMER EXPERIENCE 55
MAIN IMAGE &

INSET: Virgin
Atlantics Upper Class
passenger experience
at LHR T3 includes
seamless baggage
processing on arrival
A far more customer-centric industry demands

a complete reappraisal of development plans:
Instead you should start with the customer
needs, and then provide products and processes
that meet those needs, says Butt. The final piece
of the jigsaw should be the infrastructure that
enables and supports this. So, in essence,
the airport industry has only recently started to
learn how other successful industries and products
have aligned to what their customers want first
and foremost.
Butt is currently defining a future customer
experience vision and strategy for the assets under
the management of Dubai Airports. Hes reluctant
to go into detail, but he says the plan is to shake
things up: The vision applies to managing our
current operation at Dubai International (DXB)
as well as developing the plans for Al Maktoum
International at Dubai World Central (DWC),
he says. The approach is simple disrupt the
model of today, understand the customers and
their needs, and build a compelling product to
truly delight the customer. We cant talk about
specifics as we are still in the concept definition
stage, but we are looking at every touchpoint
along with our key business partners, including
airlines and regulatory authorities, to investigate
where there are opportunities to introduce a new
way of operating a way that is aligned to the
customers needs and expectations.
Magic formula
To help it forensically examine each of those
touchpoints, Dubai Airports has drafted in Engine
Service Design, which worked with Virgin Atlantic
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26.01.15 16:20
The design of a
great customer
experience is
about uncovering
the importance
of the seemingly
unimportant
on its customer experience at London Heathrow. James Samperi,

a director at the UK-based company, spoke at last years
Passenger Terminal Conference, and will immediately follow
Butt at this years event.
Samperi wont be drawn on details either, however he is
willing to provide some examples of good service design from
his past, highlighting the need to offer passengers more magic
moments. One of my favorite examples is from the Virgin
Upper Class experience at LHR T3, he says. One of the key
targets for designing the experience was to seemingly remove
the process from view so a passenger could sail through
seamlessly, he continues. One of the magic moments are
weighing scales built into the curbside drop-off, so the action of
removing the bags from the trunk of the car meant bags were
weighed, labels printed and processed, before the customer has
stepped out of the vehicle.
Engine Service Designs work with Virgin Atlantic also helped
uncover the importance of the first 10 meters for passengers
arriving at an airport, an insight it has adopted as a key
principle ever since.
The design of a great customer experience is about
uncovering the importance of the seemingly unimportant,
explains Samperi. There is a tendency to view the customer
experience solely through the lens of the business process and
therefore actual moments that need careful consideration for
the passenger fall between the gaps. The importance of the first
10 meters for customers is an example of one of these areas,
he continues. It describes that first moment a customer arrives
into a busy and often confusing terminal, and designing that in
ABOVE: First
impressions are
vital, with intuitive
wayfinding
an important
consideration
a way that is intuitive, pleasurable and sets the tone

for the rest of their time with us.
Mind over matter
Clearly airports by their very nature offer particular
customer service challenges: travel can be stressful
and tiring, lines and stress points seem inevitable,
buildings are usually large and complex, and multiple
stakeholders must work together if they are to deliver
a consistent passenger experience.
However, Butt says the biggest hurdle is often
psychological: Our view is that the key challenge
is to overcome the mindset the traditional mindset
of everyone in the aviation supply chain that often
follows the mantra of this is how it has always
been done or we cant change this because of
another stakeholder. We are determined to break
these barriers down when it comes to customer
experience, he says.
Despite endless industry talk of a more seamless
passenger experience in the future with regard
to baggage handling, security and border control,
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Samperi recognizes the constraints of todays

environment: Some of the biggest challenges of
developing services within airports are the need
for customers to navigate a set process its
perhaps one of the only experiences where youre
frisked, your personal space can be invaded, and
you have your personal effects restricted and
monitored, he notes. It also asks customers to
meet the terms of the service provider rather than
offering customers choice, something customers
are used to in all other aspects of their lives
being required to arrive a certain time before
a flight is a prime example of this.
Theres also the fact that multiple service
providers are responsible for the experience,
which can prove problematic:
This is challenging especially
when things go wrong as no
entity is solely responsible for
ensuring the customer is happy
and looked after, continues
Samperi. This also adds to the
stress for passengers, as they
dont necessarily distinguish
between who is part of the
airline, airport, handlers, etc
and can feel under-served.
In response, both men are
designing their customer service
vision for Dubai Airports with
this context in mind, thinking
about the total end-to-end experience and
integrating partners and stakeholders into the
design process so a total solution for the passenger
can be delivered.
At Dubai Airports,
technology is one
of the key enablers
of the experience,
making it possible
to streamline
and personalize
processes
Too much tech?

Many argue that technology will usher in a new
era of utopian air travel, with biometrics and
mobile devices at the top of the list of killer
applications most relevant to improving the
customer experience.
However, Butt sounds a note of caution:
Technology has often been misused as the driver
of the experience, he says. We dont see it that
way at Dubai Airports, technology is one of the
key enablers of the experience, making it possible
RIGHT: Dubai Airports
has recently introduced
May I Help You? staff to
better assist passengers
The nine elements of service design

Service design is an approach
to imagine, develop and deploy
high-performing, branded
services and customer
experiences, says James
Samperi of Engine Service
Design, who identifies nine
critical aspects of a service:
Service role the role and
value a service provides in a
customers life;
Service principles the clear
aims that direct design and
decision making across an
organization;
Value proposition the
big idea that really makes
a difference and compels
customers to buy into a service;
Processes the way a service
is enacted to deliver the desired
experience in ways that can
be managed, improved and

maintained;
Service model how a service
operates to fulfill its role in
customers lives, creating value
as well as profit;
Platform requirements the
operational elements needed
to deliver the service and the
desired customer experiences;
People the beliefs and
behavior of those delivering and
using the service;
Offers the discrete parts of a
service that people interact with
and buy;
Journeys and experiences
how the service comes together
to create a desirable set of
experiences and interactions to
create value for customers and
the service provider.
to streamline and personalize processes, while also being a

medium to create magic moments, Butt continues. The flipside
is over-reliance on technology, or jumping in too soon into every
new technology product in the market. While we dont have a
strong view on which technologies have the greatest potential,
we do believe in the power of customization and personalization
to enhance the customer experience, so our digital strategy is
geared toward seeking solutions in line with these principles.
Samperi concurs: Technology is often deferred to enhance
the passenger flow, provide more information and enhance
the real-time management of operations, he observes. But
although technology will play a significant role in creating the
future airport experience, it alone wont deliver an exceptional
customer experience. Rather, it will be the fusion of smart
technology and experience design that will redefine the role
of the airport in the hearts and minds of customers.
So what will be central to better customer service? Customerfriendly staff are clearly the front face of any organizations
service proposition, responds Butt. Dubai Airports has recently
60 CUSTOMER EXPERIENCE
undertaken an extensive customer service training program over

the past year, launching its own May I Help You team, whose
staff are always present on the ground to assist customers along
their journey. We have also been working collaboratively with
our control authorities (in particular Dubai Police for aviation
security as well as the immigration teams) to align our service
behaviors and language.
Meanwhile, Dubai International (DXB) is undergoing a
significant upgrade program with the addition of the new
Concourse D in 2015, which will provide a new departures
experience for many of its international carriers, followed by
the refurbishment of Concourse C, which was originally opened
in 2000. Terminal 1 is also currently undergoing an upgrade to
its facilities while Dubai Airports continues to improve facilities
at its other terminals.
These projects are all part of our US$7.8bn investment
program that commenced a few years ago, and will ensure
DXB continues to provide adequate capacity for the growth
of the airport for the remainder of this decade, says Butt.
We also continue to invest in a number of experience
improvement projects, and trial some of the latest technological
initiatives in the industry. We believe in a culture of innovation
and take the view that while we are planning for the long-term
at DWC, we have the opportunity to innovate and learn at DXB.
Tomorrow, together
Both men recognize that great customer
experience is a complex enterprise involving
strategy, technology, orchestration of
operations, customer experience design, and
leadership from the top. One of the largest
challenges to delivering a great vision is to
instill everyone with the knowledge of the part
they play in its delivery, says Samperi. After
all, great services can only come from great
organizations. Without engaging a large
proportion of the organization in the
development of the customer experience, it
remains an elusive ambition rather than a
practical set of steps that can be outlined,
crafted and deployed.
ABOVE RIGHT:
Technology is important
but is not always the
answer to improvement
RIGHT: All stakeholders,
including border control,
police and security,
need to work together to
ensure the best possible
customer experience
Meet Mazhar
Mazhar Butt is a passenger experience expert
and ACI-accredited International Airports
Professional (IAP) specializing in developing
passenger experience strategies and service
brand delivery for the end-to-end customer
journey. He has a successful track record of
airport management spanning 20 years at
two of the worlds most prominent airports
Heathrow and Dubai covering airport operations, development
and customer experience. Meet Mazhar at this years Passenger
Terminal Conference: he will deliver his Developing a customercentric airport experience presentation on Tuesday, March 10,
within the Customer Service and Passenger Experience session.
We have also
been working
collaboratively
with our control
authorities to
align our service
behaviours and
language
Dubai Airports is well-positioned to ensure this

is the case: At Dubai we are fortunate to have
the leadership of HH Sheikh Ahmed bin Saeed
Al Maktoum, who essentially oversees the entire
aviation sector for the Emirate, notes Butt.
As such, aligning our vision and plans with the
key stakeholders is less confrontational as we
all have the same ultimate goal to promote
aviation as a key cornerstone of Dubais economy,
he continues.
Unlike the situation most European airports
find themselves in, with high levels of regulation
and cross-purposes between the airports and
airlines, we have a very healthy relationship
with our stakeholders in the aviation ecosystem
at Dubai and are all aligned to the ultimate goal
of contributing to the success of Dubai. Through
a range of formal setups, including various
decision-making forums, we ensure all
development plans and operational improvements
are aligned in a collaborative manner. The proof
of this has been evident in the investment plans
we have made and delivered over the years, and
in particular the timeframes within which these
have been achieved.
As a final note, its refreshing to realize that
some aspects of customer service remain universal
and simple to understand: Passenger needs
are fairly generic across the globe, concludes
Butt. The absolute basics, such as clean toilets,
comfortable seating and a welcoming ambience
are always top of the list. Wi-fi has also become a
far bigger player over the past few years.
Dubai also has particular issues to address as
a transferring hub just over 50% of customers
connect to other flights at DXB: We clearly need
to be aware of connecting passengers specific
needs, concludes Butt. So elements such as
clear line of sight, as opposed to just wayfinding,
minimum levels of change, as opposed to simple
walking distances, and removing the speed
bumps, as opposed to simply installing more selfservice kiosks, are examples of our approach to
addressing the challenges of tomorrow. n
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The process of operational readiness and airport
transfer (ORAT) has emerged to assist airports in
taking major projects from initial planning to opening day.
But is it taken seriously?
The widespread assumption is that construction readiness
equates to operational readiness. Airports working under
this misapprehension dont even consider ORAT until its
too late, according to Alexander Larisch, project director at
Fraport AG. They think it isnt necessary for their airport
until something is not going to plan. A key element is
missing, or theres no driving force and the opening date is
about to be missed, says Larisch, who has spent 10 years
globetrotting as an ORAT expert. Then they panic and
think about ORAT. But by that stage it may be too late
and an ORAT team can only do a quick and dirty job to
support the opening of a new airport or terminal. ORAT
processes should begin one to two years before opening
and even longer for large hub airports.
Jacques Follain, managing director at Aroports
de Paris Management (ADPM), which operates 22
airports, says modern technology has made it even
more imperative to start ORAT processes in good time.
Starting too late can lead to disaster, he explains.
Airports have become considerably more complex over
the past 20 years, with more technology and security
Illustration: Neil Webb
An operational
readiness and
airport transfer
program is key
to ensuring
the successful
opening of any
new airport or
terminal
ORAT 65
Image: HKIA
RIGHT: Munich
tested its new
automated
baggage
handling
systems
thoroughly to
ensure efficient
operations on
the opening day
Lessons learned
Transport for London outlines
scenarios that could affect
the opening of a new airport
without an effective ORAT
program in place
Construction delays: The delayed completion
of construction work, commissioning and
handover all have the effect of reducing the
originally planned ORAT testing phase of the
new facility, as was the case with the opening
of Heathrow Terminal 5, Denver and Bangkok.
Baggage handling systems failures: There
can be problems with introducing a new BHS
and the increasing complexity of automation.
Examples include the widely publicized
problems at Denver, Heathrow T5, Bangkok,
Seoul, Hong Kong and Kuala Lumpur. The
opening of Denver in 1995 was delayed by 16
months due to problems with its full automated
BHS, which was eventually abandoned in 2005.
Systems failures: A common theme has been
software and interface failures affecting key
systems. Heathrow T5, Milan Malpensa and
Kuala Lumpur all opened with failures affecting
systems such as airport-wide information
management and FIDS. These provide vital
information for essential airport terminal
operations, including passenger and baggage
handling, safety-related systems such as fire
detection and CCTV, and security systems such
as access control. A failure of the entire cargo
terminal computer in Hong Kong resulted in
the shutdown of cargo operations for six weeks.
Poor staff preparedness: This has been cited at
a number of airport openings and attributed
to late recruitment, industrial relations
problems, poor staff training and the inability,
or unwillingness, to release staff from normal
operations to visit the new site.
Insufficient number and quality of tests: Trials
that are not representative of opening day and
busy times are inadequate. The trials must also
stress test the new facility.
than ever before. Making an airport fully operational used

to be mainly intuitive but now you need special ORAT
strategies. At ADPM we have our own practice and an
operational bible which is permanently updated to be in line
with technological and operational changes.
Opening failure
The most famous example of the failure to implement ORAT
processes in good time was the opening of Hong Kong
International Airport in 1998. This major hub opened with the
worlds largest terminal buildings and instantly became one of
Asias busiest airports. An extensive ORAT program should
have been implemented years ahead of opening, but it wasnt.
Chaos ensued for months.
The problems began on the new airports first day, when
the flight information display system (FIDS) shut down,
causing long delays. Then an airport worker accidentally
deleted a critical database for cargo services, meaning
cargo had to be manually stored. At one point the
airport had to turn away freight while it sorted out the
problem. Bedlam reigned for about five months as various
organizational, mechanical and technical problems
interrupted operations.
The modern approach to ORAT was not so widely
known in 1998 when Hong Kong opened, however. Its
origin is attributed to the Austrian Reinhard Zeiler, while
he was working in the operational planning department
at Munich Airport Company (FMG) in the 1990s. Zeiler,
who founded the specialist ORAT company On-Block in
2013, says the 1990s was a period of great technical
innovation in the airport world. (See Speaker Q&A on page 67
for more information on Zeilers ORAT presentation at Passenger
Terminal Conference 2015.)
ABOVE: There were

major problems for the
opening of Hong Kong
BELOW: Jacques
Follain, managing
director at Aroports
de Paris Management
Making an
airport fully
operational
used to be
mainly intuitive
but now you
need special
ORAT strategies
ORAT development
The opening of Munich Airport in 1992 was the catalyst for the
development of a more sophisticated ORAT approach (see
Munich experience on page 68). The old Munich-Riem Airport
was scheduled to shut down on May 16, the day before the
opening of the new airport. The overnight move of flight
operations for both British Airways and Pan Am made the
logistics difficult enough. But the development of new
technologies in the 1990s added unprecedented complexity.
Baggage handling systems had been simple belt systems, but
by the 1990s they were sorting bags automatically, comments
Zeiler. Similarly, in the 1970s check-in systems had been
dedicated to specific airlines and were often manual. By the
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ORAT 67
Speaker Q&A
Reinhard Zeiler, general
manager at On-Block, will
present Can ORAT support a
fast-track passenger terminal
build? at 4:45pm on Tuesday,
March 10 at Passenger
Terminal Conference in Paris
What will you be discussing at Passenger
Terminal Conference?
My presentation is a case study of the
successful opening of the new-build Terminal 3
at So Paulo-Guarulhos International Airport.
The new terminal had to be ready before the
2014 FIFA football championship in Brazil. Not
only did construction do an excellent job to
finish within 18 months, it was also the setup of
the Operational Readiness and Airport Transfer
(ORAT) program in which On-Block was
involved which contributed to this success. My
presentation will show how ORAT can support
such a fast-track project.
Why should people attend?
Following the T5 opening at Heathrow in 2008,
the airport industry knows that the success
of a new airport facility is measured on the
opening day operation of this new facility. My
presentation will focus on how important it is
that the construction management and the
ORAT management work hand-in-hand toward
a successful opening.
What will they learn?
The ORAT setup of the T3
project at So Paulo Airport
was very important for its
success. My presentation will
go into details on the ORAT
setup and trial trials on
this case study.
RIGHT: The unloading

of airport equipment
on the apron for the
first day of operation at
Munich Airport on May
17, 1992
1990s, CUTE software solutions had become standard, as had

check-in counters and gate facilities.
In addition, by the time of Munich Airports opening, FIDS
had gone from being simple standalone systems to being
connected to airport operational databases, which were
also integrated with many other airport systems. Airport
stakeholders had to know how to operate all these new
technologies from day one of operations, Zeiler says.
He determined that a more rigorous ORAT program was
needed for Munich Airport than had been attempted before. He
took parts of the existing airport readiness strategies and
added his own elements. His classical ORAT approach
had four major elements: the theoretical preparation of all
stakeholders, their practical preparation (ORAT trials), the
physical relocation and the ORAT project management.
A few years later, the lessons of the successful Munich
Airport project were applied to the opening of Sepang
Airport in Malaysia. FMG secured the contract for
operational readiness as part of the MAACS consortium
and Zeiler was appointed project manager. He convinced
his Malaysian clients to abandon their original readiness
plans and use the Munich ORAT method instead. The
airport opened on time in 1998.
From this time on, we called the whole program
ORAT, he said. Later, FMGs ORAT method became dominant
in this niche market by landing many projects around the globe.
The name ORAT became increasingly popular and today there
are several ORAT consultancies with their own ideas, which is a
positive development for clients.
Today there are

several ORAT
consultancies
with their own
ideas, which
is a positive
development
for clients
Successful projects
Zeiler has since been involved with a number of successful
openings, including Terminal 3 at Delhi Airport in 2010,
Aligning technology
According to Matthys Serfontein, vice president,
airport solutions, SITA, master system
integration (MSI) is key for successful terminal
construction and ORAT. MSI is the practice of
designing, delivering, and commissioning the
airports complete technology estate during the
construction of a new terminal.
SITA has a dedicated practice Airport MSI
to manage the critical alignment of technology
in support of airport terminal construction and
ORAT. Through Airport MSI, SITA brings together
all the technology suppliers into a single program
of works that integrates into, and informs, the
construction contractors master building plan.
One key to the success of an Airport

MSI program is the early engagement of the
MSI trade partner during the terminal design
process. This enables the MSI trade partner
to capture the unique nuances of the airport
ecosystem of stakeholders requirements within a
comprehensive Concept of Operation (ConOps)
documentation set. As the MSI ConOps is written
from the user perspective and agreed by the
complete user community, it is not used just as
the basis for technology design and installation
throughout the building program; it is the central
basis for all systems and user acceptance testing
and training at the conclusion of construction.
Serfontein continues, There are few more

challenging construction projects to take on
than building an airport terminal. Its a facility
through which millions of people will come
and go. Any shortcoming in the alignment of
the terminals technology, which underpins an
airports complete working, can result in not
only a prolonged ORAT trial period, but also
unflattering reviews from the public and other
stakeholders in the new airport terminal. In
contrast, an effective Airport MSI program has
been proved to deliver efficient ORAT trials and
a faster construction close-out program to the
benefit of all parties.
68 ORAT
LEFT: ORAT trials at

Delhi Airport made
sure it was ready to
open in 2010
BELOW: Alexander
Larisch, project
director at Fraport AG
Terminal 1 at Saint Petersburgs Pulkovo Airport in 2013, and

Terminal 3 at So Paulo-Guarulhos, in 2014. Although different
consultants were involved and the approach was slightly
different each time, Zeiler says the reason for success was
always the same. In all three, the airport management, which
was also the ORAT employer, gave full backing to the ORAT
program, realizing it was the most important tool for a
successful opening. As a result, any shortcomings were
observed during the trial periods and quickly corrected.
These three ORAT projects lasted between 12 and 24
months, with a trial period of three to six months. Delhi was
a big-bang opening with all the traffic foreseen for the new
terminal already in place on the opening day, whereas Saint
Petersburg and So Paulo were soft openings with a later
increase in flights. So Paulo delivered the construction and
successful opening of T3 within 18 months, which is a world
record for this size of a passenger terminal.
The prevention
of national
embarrassment
and loss of
reputation for
the airport is
another strong
argument for
ORAT
Trials and training

Zeiler says all staff have to master the new technologies
and processes before opening to avoid a Hong Kong style
disaster. This applies to all core functions, including
passenger handling, security, baggage handling, apron handling
and aircraft handling. New standard operating procedures have
to be in place and staff have to be trained in their use. The
ORAT trials are vital to provide a training environment close to
live conditions. A well-devised ORAT project simplifies all
preparation activities and monitors their progress. Deviations
from schedule can be corrected immediately. Such punctilious
organization makes it far more likely that an airport will open
on time.
ORAT doesnt just ensure operational readiness. It secures
the opening date itself, as long as its set realistically, Zeiler
explains. And this benefits a tight business plan, which most
new airports and passenger terminals face nowadays. The
prevention of national embarrassment and loss of reputation for
the airport is another strong argument for ORAT.
Fraports Larisch, who trained under Zeiler for

eight years at Munich, says the opening of megahubs has made ORAT even more essential. We are
seeing the opening of instant mega-hubs, such as
Istanbul New Airport, which is being planned as the
worlds biggest airport with 150 million passengers,
and Daxing in Beijing, for which the same claim is
being made. When there are five or six construction
companies involved, the process is so complex that
ORAT should be started even earlier.
External help
Larisch also says that many modern airports are so
over capacity that their day-to-day operations are
under unprecedented strain. These airports dont
have the time to address ORAT internally when a
new terminal is opened. He gives two examples:
Berlin Tegel was designed for seven million
passengers and has 20 million today. SoekarnoHatta International Airport, on the island of Java
in Indonesia, had a design capacity of 22 million,
but now operates with 61.7 million passengers.
Many more airports are way over capacity.
In such circumstances, just getting flights in
and getting passengers through safely is a daily
challenge. Whenever there are expansions at
these airports they dont have time to think about
processes, comments Larisch.
An external ORAT team provides the objectivity
that these busy airports need. A neutral team
can express things harshly or truthfully when
necessary. An external consultant can put things
on the table without blaming any of the parties
involved in running an airport, and mediate
between them, adds Larisch.
ADPMs Follain believes that new airport and
terminal openings provide a unique opportunity
for operators. Most major operators realize that
creating a master schedule for an entire project
is the key to success now. Even smaller airports
tend to acknowledge the need for ORAT. Its
best to seize this period of major change as a
unique opportunity to improve procedures, train
staff correctly and ensure that all organizational
procedures are running well. Its an exciting time
as an airport prepares itself for a new story. n
Munich experience
Since the smooth relocation and the start up
of the new Munich Airport in May 1992, the
expertise of the specialists from Flughafen
Mnchen GmbH (FMG), which operates the
airport, has been in high demand with airport
operators around the world.
As the inventor of this successful and complex
relocation process, FMG is recognized as the
worldwide market leader in ORAT for new
airports and extensions to existing airports.
FMGs ORAT team has successfully managed

more than 25 ORAT projects around the world
and recently supported the opening of the new
Hamad International Airport in Doha, Qatar.
FMGs approach is unique: the ORAT team
consists of airport operations experts that
guide the clients teams through the entire
ORAT process. With extensive experience and
operational know-how gained from daily airport
operations and various international projects,
FMGs highly skilled experts are the key to

success with a smooth start up of operations.
Ivonne Kuger, head of consulting and ORAT
at Munich Airport, will present Airport design
and operations: lessons learned from 20 years
experience at 3:55pm on March 10, at Passenger
Terminal Conference in Paris. The presentation
will discuss what is needed for a successful ORAT
project deliver, the primary benefits of ORAT, and
lessons learned at the airport.
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70 INTERVIEW
HAZEL KING n
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revolution
At this years Passenger
Terminal Expo and
Conference, all eyes will
be on the host, Aroports
de Paris. Passenger
Terminal World talks to
Augustin de Romanet,
chairman and CEO
of the company, about
how the group is living
up to expectations
Please give a brief outline of your work at

Aroports de Paris.
Since taking up my duties at Aroports de Paris in November
2012, my priority has been to boost the attractiveness and
competitiveness of the Paris airports with a dual objective:
to enhance passenger and airline satisfaction, and to optimize
airport facilities to improve operating performance and quality
of service. Paris remains one of the worlds top tourist
destinations, but French airports are losing market share in
connecting traffic. We must strive to attract air traffic and
want our passengers to choose Paris not only because of our
319 destinations, but also because we offer an enjoyable and
memorable experience.
Regarding B2B, we intend to provide a full range of services
for airlines regardless of their business model, by cooperating
better for the benefit of passengers. These include optimizing
infrastructure, facilities and services, ensuring flight
punctuality, facilitating transfers, reducing stopover times, and
improving the travel experience for passengers. Last year, 17
new airlines set up at Charles de Gaulle Airport. In order to be
closer to our clients, we have decided to transfer our head office
from the center of Paris to Charles de Gaulle Airport by the end
of 2016.
Last but not least, I have revived the CDG Express project: a
non-stop rail link between Paris and Charles de Gaulle Airport.
This project is crucial to the continued development of air
traffic. Paris is the only major city in Europe not to have this
type of service.
Illustration: Judith Van Den Hoek
INTERVIEW 71
I want to enhance
passenger and
airline satisfaction
and optimize
airport facilities to
improve operating
performance
Augustin de Romanet
Born on April 2, 1961, Augustin de
Romanet is a graduate of the Institut
dtudes Politiques in Paris and a former
student at the cole Nationale dAdministration.
He was managing director of the Caisse des
Dpts et Consignations from March 2007 to
March 2012. Prior to this, he was deputy secretary
general to the Presidency of the Republic from
June 2005 to October 2006 and held senior
positions in various ministries. On November
28, 2012, he was appointed chairman and
chief executive officer of Aroports
de Paris, replacing Pierre Graff,
who retired.
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passengerterminal-expo.com
72 INTERVIEW
We aim to be recognized as the

benchmark operator in Europe
and offer passengers a taste of
Paris within larger and more
open duty-free areas
ADP welcomes Passenger Terminal Expo to Paris!

Aroports de Paris is delighted to host Passenger Terminal Expo 2015 in Paris,
bringing together air transport executives from all over the world. Since its
launch, Passenger Terminal Expo has established itself as the leading event at
which ideas and knowledge that can be used in day-to-day business practices
are shared and discussed, and business relationships are formed. Following
a highly successful event in Barcelona last year, we at Aroports de Paris are
looking forward to welcoming our colleagues to this years Expo.
From my own experience, I realize how important it is to have an integrated
approach. Airports are complex environments that require teamwork with
airlines, governments, regulators, air traffic controls, customs, police, ground
handlers and concessionaires. We are all experiencing change because of the
rapid growth in air traffic, which is expected to double in volume over the next 20
years, while passenger expectations are changing with flow technology. There is
also the challenge of sustainability. Consequently, airports have to adapt to rising
passenger numbers, and upgrade terminal facilities and the passenger process.
How has your main airport, Charles de Gaulle, developed

in recent years? What have been the main changes?
Charles de Gaulle, Europes second-busiest airport, handled
63.8 million passengers in 2014, up by 2.8%, connected to 319
destinations and hosted 157 airlines. With two independent
sets of parallel runways, its flight capacity is 117 aircraft
movements per hour and our target is to reach 120 by 2020.
Since 2007, the airports capacity has increased from 47 to
80 million passengers, with new aeronautical facilities
adapted to super-widebody aircraft and new major
infrastructure that complies with the highest international
standards of quality, such as the Hall M departure lounge
at Terminal 2E. We have all it takes to grow to become
one of the worlds largest airports by adding another big
terminal, Terminal 4, over the next decade.
At the moment, we are continuing to renovate the oldest
facilities, such as the satellites [gate lounges] at Terminal
1, which host the Star Alliance member airlines. Some
of them will be merged to create a new larger boarding
lounge. In the coming years, we will build a connecting
building to link Terminal 2B, currently closed for complete
renovation, to Terminal 2D, just as we did between Terminals
2A and 2C. Baggage handling areas have also been refurbished
to enhance the customer experience at arrivals and departures.
RIGHT: Charles de
Gaulle Airport is
ranked third in the
world for the number
of airlines operating
the A380 aircraft
Photo: ADP Jouanneaux
How has Aroports de Paris Group

progressed over the past five years?
All key aspects of the Groups performance
and business have been improved. To illustrate,
lets take three specific examples: travel
retail, passenger satisfaction and
sustainable development.
On travel retail, we aim to be recognized
as the benchmark operator in Europe and
offer passengers a taste of Paris within
new larger and more open duty-free
areas. From 2009-2015, total floor space
dedicated to shops (bars and restaurants,
landside and airside shops) will have been
increased by 18%, and by 35% for dutyfree shops, which contribute the most.
These developments embody a unique positioning:
Paris, the design capital, which is focused on
three key product families (beauty, fashion and
accessories, and art de vivre) with exclusive
concepts and promotion of French brands.
Although retail revenue per passenger in airside
shops has continually risen [from 9.80 (US$11)
in 2006 to 17.70 (US$19.90) in 2014, and our
target for the end of 2015 is 19 (US$21.30)], we
plan to develop more affordable retail offerings.
Concerning customer satisfaction, passenger
perception has greatly improved with the
commissioning in 2012 and 2013 of new or
renovated facilities and streamlined transfers
at Charles de Gaulle. The customer satisfaction
rate reached 88.1% in 2014 one year ahead
of our 2015 target. We must keep up this effort,
especially to ensure that we provide the same high standards

across all our terminals.
With respect to a sustainable development policy, we have a
proactive objective of a 25% reduction in carbon emissions from
2009-2015. This goal includes a reduction of in-house energy
consumption by 25% per square meter of building space, and
a target of 15% in renewable energy. Over the past five years
weve commissioned geothermal, biomass and solar power
projects. For instance, the biomass power plant at Charles
de Gaulle provides 25% of the heat required and reduces CO2
emissions by 18,000 tons annually. Aroports de Paris is ranked
14th in the Global 100 index, which measures the 100 best
companies in the world in terms of social responsibility.
INTERVIEW 73
LEFT: The recently

renovated Terminal 2A
is light and airy with
plenty of shopping
opportunities
to encourage
passengers spending
Photo: ADP M Lafontan, O Seignette
conducting the feasibility studies. I remain

confident that the project will be carried out
as per schedule, which means that construction
work should begin in 2017 and be completed
in 2023.
The total cost of the project is estimated at
1.7bn (US$1.9bn). This investment will be
covered by charging a fare of 24 (US$27) per
journey similar to elsewhere in Europe plus
an additional fee of 1 (US$1.12) for all airline
passengers, except those in transit. The CDG
Express line will be 19-miles long and will mainly
use existing infrastructure. It will connect the
airport to the Gare de lEst mainline station in
Paris in just 20 minutes. Services will run every
15 minutes from 5:00am to midnight.
What about your plan for Paris-Orly Airport?

Located eight miles south of Paris, Paris-Orly Airport is
Frances second main airport, with 28.9 million passengers
in 2014, mainly with point-to-point traffic in France, Europe,
North Africa and the French Overseas Territories.
A major modernization plan has been underway since
2012 at Paris-Orly to offer the best European standards
in terms of comfort and services for passengers. After
the redevelopment of the areas outside the terminals
and parking entrances, weve started to build a new
departure lounge for international flights. This flagship
projects most spectacular feature will be the creation
of an 860,000ft2 connecting building between the two
existing West and South terminals. This facility will
offer all terminal functions: check-in, security controls,
baggage handling, retail shops and passenger services.
Once completed in 2018, the resizing and upgrading of
the airport will enable capacity to be increased by five
million passengers without exceeding the current annual
limit of 250,000 take-off and landing slots.
How are passengers and airlines demands

changing and how are you addressing them?
The structure of traffic is changing with the
development of low-cost carriers (LCCs), which
now account for 40% of the total European air
transport market. Because the LCCs, as well as
some legacy carriers, are asking us to help them
to reduce costs and optimize turnaround time,
we have introduced time-saving solutions
such as automated self-baggage drop, which
makes check-in times up to 70% faster.
Another great change is the increasing use
of super-widebody aircraft. When the first
A380 arrived in Paris in 2009, we had to put
in place new facilities such as double or triple
boarding bridges. Other terminal facilities,
runways, taxiways and de-icing equipment
were also affected. A total of 100m
(US$112.5m) was invested to adapt all the
airports facilities, working upstream with
airlines. Ranked third airport in the world for the
number of airlines operating the A380, Charles de
Gaulle Airport now offers 24 parking stands for
super-widebody aircraft.
With traffic becoming more global,
we need to be more attuned to our
customers needs and customs,
and speak their languages. A good
illustration of our response to
the latter is our free My Airport
smartphone application, which is
available in 10 foreign languages
and provides real-time information
on schedules and airlines, shopping
With traffic
becoming more
global, we need to
be more attuned
to our customers
needs and customs,
and speak their
languages
What is the progress on the CDG Express rail

link? Can you tell us the confirmed role of
ADP, the timeline and cost?
CDG Express is key to ensuring the attractiveness
of Charles de Gaulle Airport as well as bolstering
the image of the city of Paris. This project has
been relaunched through the creation last year
of a research company that brings together the
French State, RFF [owner and manager of the
French railway infrastructure network] and
Aroports de Paris, and is responsible for
74 INTERVIEW
Photo: ADP Seignette, Lafontan
LEFT: The My Airport

app is available in 10
languages
RIGHT: The new Hall
M departure lounge in
Terminal E is built to
the highest standards
guides, and translations of the signs in Chinese

and Japanese.
How have security requirements changed
in recent years and how are you adapting to
these changes?
Let us look at an example. Changes in legislation
that led to the introduction of the Schengen single
security checkpoint mean that passengers no
longer need to pass through security during their
stopover in Paris; new connecting channels
between terminals 2E and 2F enable them to stay
in a dedicated area, from their arrival to their
onward flight. Currently 90% of customers from
the Schengen area equivalent to 10,000
passengers per day benefit from this single
security checkpoint policy, which allows them
to save up to 10 minutes on their connection
time. This new procedure has contributed to
increasing the attractiveness of the Paris hub.
One-third of all passengers at Charles de Gaulle
connect to other flights, and since 2012
connections have become shorter and faster for
passengers coming from a Schengen country
and traveling on to an international destination.
We are determined
to shift toward
the total lifting
of restrictions on
liquid, aerosol and
gels as soon as
we can, to make
flying easier for
passengers
How are the airports preparing for the

changes in liquid, aerosol and gel (LAGs)
regulations?
The first phase of the new law was put in place
at the beginning of 2014 and we are determined to
shift toward the total lifting of restrictions on
LAGs as soon as we can, to make flying easier for
passengers. However, scanner manufacturers need
to be technically prepared and there needs to be
enough of them to ensure a competitive market in
Europe at acceptable costs.
What new technologies and digital strategy
are you introducing?
New technologies are changing the way people
travel. The Paris airports were the first in Europe
to offer unlimited and free wi-fi. A complete range
of telecoms services and mobility solutions
provided by our subsidiary Hub One also bolsters
enhanced access to connectivity. Each terminal
includes internet zones and computer stations, both

landside and in boarding lounges. Passengers in our
terminals can use the latest generation of information
kiosks, equipped with a webcam. Weve launched a new,
much more efficient website that embodies our digital
strategy: passengers can find all the flight information and
practical aspects of their journey through the airport. We
have also invested in Welcome City Lab, a start-up
incubator dedicated to innovation in the tourism and
travel sectors.
In addition we offer a diverse range of new passenger
services such as PARAFE, an automated system that
allows holders of biometric passports to cross borders
quickly by means of digital fingerprint authenticating
technology.
What international development plans do you
have for the future?
Our ambition is to make Aroports de Paris Group a
world leader in airport design, construction and
operations by expanding our expertise around the
world. Since the acquisition of a 38% stake in TAV
Airports Turkeys leading airport operator in the
fastest-growing aviation market in Europe and a 49%
holding in TAV Construction, Aroports de Paris has taken
on a new dimension and today belongs to the top-three
largest airport alliances worldwide, with a footprint of 37
airports under management and some 200 million
passengers handled. Our partnership with TAV enables us
to create value through the exchange of best practices.
Furthermore we want to expand our scope of expertise
abroad and tap the synergies between our two subsidiaries
ADP Ingnierie and Aroports de Paris Management. The
former is a world leader in airport design, conducting
engineering studies in airfield master planning, control
towers and infrastructures. The latter directly or indirectly
manages airport operations in nine countries and invests in
airport companies. n
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As a system supplier Wanzl offers a complete trolley management service for
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Anz_PTW_215x275mm_0714.indd 1
17.07.14 15:08
76 PASSENGER TERMINAL EXPO 2015
Theres something for

everyone at Passenger
Terminal Expo 2015 live
demonstrations, exclusive
product launches, networking
opportunities, and the aviation
industrys biggest and best
conference ever
Heres our pick

of the top 10
things to see and
do @PTEParis!
stars of
the show
REGISTER FOR YOUR
FREE VISITOR PASS TODAY!
PASSENGER TERMINAL EXPO 2015 77
160+
exhibitors will
attend Passenger
Terminal
Expo 2015
320+
More than
3,500
expert speakers
will present at the
conference
visitors expected
to attend
Dont miss
the Skytrax
Awards
Wednesday,
March 11
Free drinks at the
Opening
Day Party
Tuesday,
March 10
Security.
At the Center of Your Business.

Genetec Security Center is the leading
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deployed by some of the worlds most
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PASSENGER TERMI
WORLD EXPO
From video sur veillance and license

plate recognition to access control and
intrusion detec tion, Securit y Center
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Learn more at the

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booth #4024
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PIERRE CHAPDELA
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or visit genetec.com/transportation
Video Surveillance | Access Control | Automatic License Plate Recognition
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2015 Genetec. All rights reserved. Genetec, and the Genetec logo are either registered trademarks
or trademarks of Genetec. All other trademarks contained herein are the property of their respective owners.
Innovative Solutions
L2_GE1502 EvolveAd_PassengerTerminalWorldExpo_2015.indd 1
Abu Dhabi International Airport
Seeking experienced aviation professionals

for our global portfolio
Visit us at Booth 7000 at Passenger Terminal Expo 2015.
www.parsons.com
2015-02-05 3:27 PM

REGISTER FOR YOUR FREE VISITOR PASS TODAY!
Easy-to-use
bag tags
01
Eezeetags will demonstrate its

easy-to-use bag tags that make
self-service bag tagging a simple and hassle-free experience.
As passengers continue to demand more efficiency from
their airport journeys, the aviation industry is investing in more
and more self-service options to make the process from checkin to take-off as smooth as possible.
Having invested in a masterplan and hardware to speed
up the whole passenger flow, it is very important for investors
to make sure all components, including the consumables, are
aligned to realize the full benefit of their investments.
Today only 9% of airports have some kind of self-service
bag-drop system deployed, so it is still in the very early stages
of development. Passengers lack experience when it comes to
attaching a label to their luggage and the process can become
time-consuming. This is where eezeetags comes in.
Eezeetags have no liner to pull away to expose the adhesive,
which makes tagging less complicated. It is also impossible
to apply the eezeetag incorrectly it simply will not stick to
anything other than the correct side. Once a passenger has
used eezeetags once, they will remember next time how easy it
was and the bag-drop process will become even faster.
Another great benefit of eezeetags is that they create no
waste at the point of tagging no slippery paper on the terminal
floor and no extra cleaning costs.
Visitors interested in learning how eezeetags can increase
terminal capacity, reduce operating costs, improve passenger
experience and optimize non-aeronautical revenues should visit
the eezeetags stand at Passenger Terminal Expo 2015.
Stand 5085
REGISTER FOR YOUR

CONFERENCE DELEGATE PASS TODAY!
CONFERENCE PRESENTATION
02
CDG case study: 4G/LTE

WHO: Soline Olszanski, VP strategy and
innovation, Hub One
WHAT: How can 4G/LTE contribute to airport
performance?
WHEN: Wednesday, March 11, 2:15pm
SESSION: Technology, Systems Integration, IT and ICT
Soline Olszanski, VP strategy and innovation at Hub One, will
present How can 4G/LTE contribute to airport performance?
at 2:15pm on Wednesday, March 11. 4G/LTE technology is making
its mark as the new universal standard for mobile broadband
exchanges. Providing new opportunities for multiple industries, this
technological breakthrough raises the question of how it is to be
applied to critical and professional networks. Over and beyond the
technological interests alone, guaranteeing the availability of critical
services under all circumstances means that we must design
adapted engineering and operational models.
In 2014, Hub One trialed a global 4G/LTE solution at Charles
de Gaulle Airport in partnership with Air France and Aroports
de Paris. The scope of the pilot project was radio PMR, security
application and professional solutions, in indoor, outdoor and
deep indoor environments. Based on this experience, Olszanski
will share her views on how 4G/LTE can contribute to airport
operations and the associated business models. She will also
describe new applications and use-cases in order to contribute to
airport performance via mobile broadband services.
Hub One is a service company providing information and
communications technologies in professional environments. It
designs and deploys the digitization of businesses, locations and
usages. The company can draw on its experience in the airport
environment for providing made-to-measure responses to the
critical and real-time operational needs of major corporations
and SMEs alike. Staff can offer end-to-end services, from network
core to terminal, from deployment in project mode, through to inservice maintenance. The companys solutions and skills combine
the specialties of telecoms operator (fixed, wireless and mobile),
mobility and traceability solutions integrator, and all associated
services. Hub One is a subsidiary of Aroports de Paris.
Stand 5010

Interactive security
Opening address
Augustin de Romanet, chairman and CEO of Aroports

de Paris, which is hosting Passenger Terminal Expo and
Conference, will give the opening address at 8:45am on
Tuesday, March 10, welcoming delegates to one of the
worlds leading airport industry events.
It is our pleasure to be hosting the 21st Passenger
Terminal Expo 2015, says de Romanet. The event is an
opportunity to address major developments, share views,
exchange ideas, benefit from the experience of peers,
and seek innovation and solutions.
Aroports de Paris is also the sponsor of the official
Opening Day Party, which is open to all attendees
following the conference on March 10 and provides
the ideal opportunity for
networking while enjoying
some light refreshments.
Turn to page 62 to read
an exclusive interview
with Augustin de Romanet
about the companys latest
developments.
03
Gunnebo will be showcasing both its pre-security and automated

boarding solutions, demonstrating the use of facial recognition and NFC
technologies. Visitors to the stand will be able to register at the kiosk, have
their photo taken for facial capture and print a boarding pass, and then
proceed through the pre-security gate after successful automated boarding
pass check and facial recognition.
Visitors will then proceed to the boarding gate, where they will present
their boarding pass and experience automated boarding using NFC
technology. Gunnebo will also have a fully interactive dashboard on the stand
showing pre-recorded data from a busy airport of passengers using the presecurity and boarding gates, including the number of passengers processed,
number of passengers denied at pre-security, and throughput rate.
Gunnebo equips some of the worlds largest and most modern airports
with passenger flow management solutions that combine security with speed
and reliability, and simplify passenger travel by ensuring reliable, trouble-free
interaction with security staff and security systems at all times.
Adhering to IATA guidelines, Gunnebos airport solutions include
pre-security, boarding, immigration and anti-return, providing automated
passenger detection systems with sophisticated identification tools including
2D barcode and biometric scanners.
Gunnebo can provide solutions to meet the challenges faced by airports
including: reducing passenger waiting time by managing queues, and
processing passengers faster through the airport to airside in a stress-free
environment. The companys automated processes can free-up airport
staff to focus on customer care and provide fast and efficient movement of
passengers without compromising the strictest security demands.
The companys solutions are future-proofed, embracing todays
technology and beyond. Increased security, lower labor costs and a fast and
convenient passenger journey through an airport are the benefits generated
by Gunnebos solutions.
Stand 3060
ITS
ABOUT
TIME.
Its about security. Its about a better

traveller experience. Its about time.
Its BorderXpress, by Vancouver
International Airport.
Choose the worlds leading self-service border
control solution, designed for any traveller,
not just a select few. Proven with two custom
North American applications and now ready for
the world, BorderXpress will move your airport
to the front of the line.
4x MORE PASSENGERS SERVED PER HOUR
18+ MILLION INTERACTIONS AND COUNTING
89% FASTER FOR ELIGIBLE PASSENGERS
50% LESS TERMINAL SPACE REQUIRED
CUSTOMIZABLE TO ANY JURISDICTIONS REQUIREMENTS
NO FEES OR PRE-REGISTRATION
Visit us at Passenger
Terminal Expo 2015
Stand 2092
+1(604)276.6058
yvr.ca/inv

IATA day
IATA, the official industry
endorser for Passenger
Terminal Expo and Conference,
will once again be hosting a
dedicated one-day session on
March 11 that will see airlines and
airport representatives discuss the
challenges faced by the industry.
The event, which will run from 9:00am until 4:30pm, will look at how
many of the IATA programs outlined at previous Passenger Terminal
Conferences are being implemented and will include a welcome
address from Hemant Mistry, director, airports and fuel, IATA, and a
keynote speech from Rafael Schvartzman, regional vice president,
Europe, IATA.
Topics up for discussion include: the new airport concepts being
considered for the Mexico Airport project, the new Level of Service
(LoS) concept and its practical application
in terminals, capacity enhancement at
Narita Airport, the benefits of e-invoicing,
Smart Security projects, and an update
on what IATA has done toward improving
cyber security.
04
05
Interchange design
WHO: James Berry, global aviation director,
Woods Bagot
WHAT: Reinventing the airport landside
interchange
WHEN: Wednesday, March 11, 9:05am
SESSION: Airport Design, Planning and Development
Recently there has been a progressive change in the design
of the airport forecourt interchange, driven by security
concerns, new passenger facilities such as bag drop and retail,
as well as a desire by airports to differentiate between paying
and non-paying passengers.
James Berry, global aviation director at Woods Bagot,
will present Reinventing the airport landside interchange, at
9:05am on Wednesday, March 11, as part of the Airport Design,
Planning and Development Session. At Woods Bagot weve
been designing, advising and researching forecourt design from
Sydney, Perth and Brisbane in Australia to London Heathrow,
Hong Kong, San Francisco, Fiji and Baku. All of these airports
have their own specific cultural, climatic and operational context
and through specific case studies outlined in my presentation,
I will explore the drivers for change and how these are now
becoming prevalent across the thinking of the airport community,
comments Berry.
Where to stay
For those looking for somewhere different to stay during

Passenger Terminal Expo and Conference, why not try the new
Generator Hostel located in the 10th arrondissement. Rooms range
from en-suite shared rooms from 25 (US$28) per bed, to private
rooms starting at 98 (US$111) per room. There are also premium
twins on the 8th floor with balconies overlooking the Place du
Colonel Fabien.
The property includes a welcoming lobby, a vibrant bar, a
restaurant with garden-facing veranda, a spacious chill-out area,
and a rooftop terrace with sunset views of Montmartre and Sacr
Coeur. The interiors capture the romance of the locale, with
settings that offer a subtle cinematic Parisian experience.
REGISTER FOR YOUR

Passenger Terminal World

FREE APP now available!
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MARCH 2015
THE
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Collision course?
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TOP 10 THINGS
TO SEE AT
PASSENGER
TERMINAL
EXPO 2015
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Customer experience
06
WHO: Catherine Mayer, vice president, SITA

WHAT: Enhancing the customer experience:
so what is next?
WHEN: Tuesday, March 10, 11:35am
SESSION: Customer Service and Passenger
Experience
Catherine Mayer, vice president of SITA, will present Enhancing the

customer experience: so what is next? at 11:35am on Tuesday, March 10.
The presentation will look at how technology continues to change the airport
experience, providing choice and giving control to the passenger,
and how airports and airlines are quickly adopting solutions to meet their
customers demands. But what comes next? During this session, Mayer will
explore the next big IT trends and pilots in technology that are impacting the
customer experience, including passenger service and finding ways to improve
efficiencies and business, and operational results.
During the sessions, we will hear from airports and airlines as to their best
practices and how they are leveraging technology, explains Mayer. I hope to
get the delegates attending my presentation to think beyond what we know
today and what sort of systems and technologies should be considered in
the (near) future.
REGISTER FOR YOUR

Operational platforms
Imagine your perfect airport day. Passengers are processed
quickly at security before being able to relax and shop in the
departure lounge. In arrivals, passengers dont need to wait in line
at passport control. There arent stacks of aircraft in the sky waiting
to land and aircraft arent burning fuel, waiting to take off.
Looking at some of todays airports, this scenario seems a long
way off, but Lockheed Martin believes that the next-generation
airport is within reach. The company will be demonstrating its
airport capabilities at the forthcoming Passenger Terminal Expo
in Paris.
More than 70 airports globally trust the companys operational
platforms to help them more efficiently handle 1.1 billion
passengers and three million flight movements annually. Lockheed
Martins air traffic systems manage over 60% of the worlds
airspace and are responsible for generating greater capacity via
more effective flow management.
Our aviation heritage is unmatched, says Martin Bowman,
airports director at Lockheed Martin. Our focus on innovation,
07
research and development is key in developing more

efficient and effective aviation operations in the future.
Our people, track record, heritage and international
reach provide customers across the aviation sector with
the confidence to trust our systems to deliver the next
generation of truly collaborative, efficient and data-rich
operations, he adds.
Lockheed Martin will be available at Passenger
Terminal Expo to demonstrate a wide range of solutions:
passenger tracking and resource and queue management;
airport operational databases and billing; forecasting and
revenue planning; departure sequencing; and time-based
flow management.
We offer a comprehensive, integrated suite of airport
solutions that offer a curb-to-cloud view of the operation that
consolidates terminal, airside, ATM and decision-making
information systems, concludes Bowman.
Stand 2060
Smart technology.
Smarter business.
Welcome to Montreal-Trudeau Airport.

Welcome to automated border clearance, faster security
screening with SecurXpress, and an innovative self-service
baggage system. The result? A faster, easier, better transit
experience for our passengers.
Thats why over 30 airlines choose to fly through Montreal.
Now, we want you to join us.
admtl.com

08
LIVE DEMONSTRATION
Baggage help
Vaculex will be exhibiting the latest
addition to its airport range, the Ramp
Loader Vaculex BaggageLift Ramp which
assists baggage handlers with the loading and
unloading of bags onto belt loaders, airplane
side. This product offers a solution to the huge
problem of injuries caused by the manual
handling of bags across the airport.
From chutes or laterals, to arrivals belts and
carousels, Vaculex offers a flexible solution
that can be easily designed into new-builds, or
retrofitted into existing facilities. Vaculex, which
is based in Sweden, has been designing and
manufacturing vacuum lifters since 1986. The
companys focus is to develop and manufacture
lifting solutions for industries with high demands
on ergonomics, safety and efficiency. With a
motivated team of dedicated professionals,
Vaculex offers turnkey solutions, from concept
design, to installation and training.
Over the past 10 years, a client base of
more than 60 airports worldwide has been built
up, all of which are using Vaculex equipment
on a daily basis.
As always, visitors and delegates are
welcome to visit the Vaculex stand to see live
demonstrations of the products in operation
and also to test the equipment to see at firsthand how easy it is to operate.
Stand 3080
WHO: Alan Lamond, aviation director, Pascall+Watson
WHAT: Mega passenger terminals a new paradigm
WHEN: Thursday, March 12, 9:05am
SESSION: Airport Design, Planning and Development
Mega terminals
Alan Lamond, aviation director at Pascall+Watson,
will explore the emergence of major new airports
planned for 100 million plus passengers in his
presentation entitled Mega passenger terminals a new
paradigm on Thursday, March 12, at 9:05am. Lamond
will explain how the Dubai World Central, New Beijing
Airport, New Mexico City Airport and the third Istanbul
Airport projects are encouraging some radical
reinterpretation of large passenger terminals and will
ask, How big can a single terminal be?
Lamond will describe the context for the new
generation of mega airports and capture the advantages
and disadvantages inherent in these types of projects.
He will look at the key relationships and passenger
facilities that constrain terminals and provide an
overview of alternative configurations.
REGISTER FOR YOUR

09
88 PASSENGER TERMINAL EXPO 2015

Ground support
Networking opportunity!
Passenger Terminal Expo 2015 will host the Skytrax World
Airport Awards during a ceremony on Wednesday, March
11. The ceremony will be held in the exhibition hall after the
exhibition ends and will provide visitors with a chance to join
key airport industry personnel from around the world and
celebrate the biggest achievements of the year.
Its a great
place to see new
technologies in
the market and
make contact with
people in the
industry
10
JBT, a global leader in the design and

manufacture of cutting-edge ground
support equipment, will showcase its
portfolio of loaders, de-icers and tow
tractors as well as airport gate equipment,
featuring Jetway passenger boarding bridges, JetPower
ground power, JetAire preconditioned air, JetFlo potable
water cabinets, BagBuddy luggage lift, apron management,
and more.
Gate equipment from JBT has grown to include
equipment and support for central system air and power
distribution systems with air handling units, underground pit
systems, and distributed power devices. Services from JBT
include asset management technologies, parts support and
a full-range of on-site repair services.
JBT has expanded the JetPower 400Hz ground power
and JetAire preconditioned air product families to supply
mobile, hangar and military applications. The JetAire
preconditioned air offers the JetAire HPC (HPC-F and HPC-X),
the JetAire Land-based Air Conditioner, the JetAire CAS
Aircraft Air Starter, and the JetAireCAS-750 Bleed Air Cart.
JBT has a complete line of military aircraft ground
support equipment designed to exceed the needs of
todays modern military aircraft. Originating from years of
commercial experience, the companys air-conditioning and
ground-power products represent state-of-the-art technology
with demonstrated low lifetime costs, high reliability, and
ease of maintainability.
Jetway Systems offers customized solutions for air
transportation with the lowest lifetime costs possible. Jetway
provides seamless integration of the passenger boarding
bridge, preconditioned air unit, ground-power unit, and other
systems and equipment thereby reducing aircraft turn
times. As a single-source supplier with unparalleled product
range, Jetway simplifies procurement, contracting, project
management, sourcing parts, and securing qualified technical
support for trouble-free airport operations. Jetway Systems
objective has been to reduce maintenance requirements and
increase functionality, while providing a safe, efficient and
reliable means to board and service the aircraft. For more
than 50 years, JBT has been relied on for the very best in
gate-related products and services. n
Stand 3065
Marie Jail, project manager,

Aroports de Paris, France
on the web
To find out more information on
Passenger Terminal Expo 2015
and to register, visit:
Aviation industry leaders

reach greater heights
with Quintiq
We help airports, airlines, ANSPs, and ground handlers
around the world achieve better efficiency. This means
faster processing, improved safety and compliance,
as well as enhanced customer satisfaction.
Meet Quintiq at the Passenger Terminal Expo 2015

from March 10 to 12. Full details here:
event.quintiq.com/PTE2015
Ad-Aviation-Passenger-Terminal-Expo-2015-EN-215x275mm.indd 1
Join us at the Passenger Terminal Expo

2015 for:
Our joint presentation with
Copenhagen Airports
Insight into our major aviation
customer projects at stand 7080
An aviation mobile game contest
for a chance to win an iPad Air 2
E: info@quintiq.com | I: www.quintiq.com
1/30/15 11:21 AM
90 PASSENGER TERMINAL EXPO 2015 INTERVIEW
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20/01/15 13:15
98 DESIGN AND TECHNOLOGY
optimized security
As passenger numbers increase, baggage security systems must be
adaptable and capable of processing large luggage volumes effectively
Current air travel security
requirements and concerns
are more complex than ever. To
address these needs, L-3 Security
and Detection Systems (L-3 SDS)
manufactures some of the most
sophisticated air travel security
systems available today.
As commercial passenger air
travel is forecast to continue to
increase globally and security
threats continue to evolve, there is
a more urgent need to effectively
and efficiently screen large
volumes of passenger luggage for
dangerous explosives and other
threats. Throughput requirements
for an explosives detection system
(EDS) range from a few hundred
bags per hour to more than 1,000,
depending on airport volumes
and the design of the baggage
handling system (BHS). From small
airports to large international hubs,
implementing the right screening
solution means understanding the
environment and what best fits
the airports needs.
Effectiveness and efficiency
An effective EDS is designed to
meet the most stringent aviation
IQS
MVT-HR
iqs0
iqs1
MV-2365
MV-2367
MV-2368
Level 2 Security
3DX eXaminer
L3E67022
L3E67021
Level 2 Customs
WS4803
WS4798
WS4799
WS4806
WS4800
WS4805
WS4802
WS4804
WS4797
WS4801
WS4796
WS4795
iqs0
Active
Load: 0.060
explosives detection standards,

for both current and emerging
threats. This may involve using
technologies such as dual-energy
x-rays, advanced algorithms,
and high-resolution 2D and 3D
image data for assured alarm
resolution. Such techniques can
help maximize explosives
detection capabilities
and simultaneously
contribute to minimizing
false alarms on
harmless objects. Once
detection effectiveness is
established, the efficiency
of one or multiple EDSs within
a BHS becomes paramount, as
it directly affects the airports
business operations.
Efficiency refers to the number of
bags that can be screened during
a period of time. Key elements of
efficiency include low false alarms
to minimize alarm resolution steps,
a fast belt speed to achieve high
throughput and a large tunnel size
to minimize separate screening
of out-of-gauge bags. Other
capabilities, such as the ability
to handle die-back, can further
contribute to throughput.
Level 4 BVS
BVS8
BVS9
BVS10
BVS11
BVS12
WS4813
SWS1
WS4815
WS4816
SWS2
SWS3
iqs1
Inactive
Load: 0.000
ABOVE: The lowcost eXaminer SX

features expanded
imaging capabilities
and meets the latest
rigorous standards
for explosives
detection within
a lighter, smaller
framed system
LEFT: OptiNet
screen image from
the control room
master control
station where
operators monitor
the status of EDS
operations
Critical to hold baggage

screening efficiency is the EDSs
ability to integrate into the BHS
and the broader airport security
infrastructure using sophisticated
networking technologies. Leading
airports use networking to monitor
real-time EDS performance in
order to get the most out of their
investment while increasing the
productivity and efficiency of their
screening personnel. For example,
in most airports operational
screening needs vary throughout
the day, with peaks and valleys
depending on flight schedules.
Networking makes it possible to
centralize the screening operation
and have images queuing from
multiple scanners, funneled to
an available operator, thereby
increasing productivity while
smoothing out flow from uneven
flight schedules.
Since 1998, L-3 SDS has used
computed tomography (CT)
technology to meet the complex
aviation security demands faced by
airport personnel and regulatory
agencies around the globe.
Its comprehensive portfolio of

hold baggage systems includes
TSA-certified, EU-approved and
CAAC-certified EDS solutions for
every throughput class from
the compact eXaminer SX, the
widely deployed eXaminer 3DX
and the high-speed, dual-energy
eXaminer XLB, to the new EU and
TSA approved MV3D, an ultra-highspeed system capable of scanning
1,800 bags per hour.
With advanced tools that include
360 rotational views of entire bags
and individual threat objects, these
systems allow operators to quickly
and confidently clear bags for
flight or designate them for search.
In addition L-3 has developed
OptiNet, a total networking solution
for an integrated baggage handling
system of any size or scope.
OptiNet provides meaningful data
from all security systems in the
airport, efficiently and securely
linking up to 500 scanners,
baggage viewing stations
and search workstations, and
transmitting up to 70,000 images
per hour in real time.
FREE READER INQUIRY SERVICE
L-3 SECURITY & DETECTION SYSTEMS

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READER
INQUIRY
101
THE ULTIMATE EQUIPMENT FOR LOADING AND UNLOADING BAGGAGE.

SEE US AT STAND 3080 AT PASSENGER TERMINAL EXPO 2015 IN PARIS
OR VISIT US AT VACULEX.COM
expedited entry
Automated border control solutions to suit any traveler with no
pre-registration or fees required
BorderXpress the worlds
leading self-service border
control solution is going global.
Created and launched by
Vancouver Airport Authority (YVR)
in 2008, BorderXpress self-service
kiosks have been configured to
meet the admission requirements
for both Canada Border Services
Agency and US Customs and
Border Protection, and can today
be found at more than 23 airports,
which together currently handle 25
million passenger interactions.
The technology made its debut
on the international stage in early
December 2014 with the launch of
kiosks at Arubas Queen Beatrix
International Airport. In February
2015, 20 kiosks were unveiled
at the Bahamas largest airport,
Nassaus Sir Lynden Pindling
International Airport, bringing the
total number of BorderXpress
kiosks deployed to 610.
BorderXpress combines the
speed and accuracy of a
cutting-edge, proprietary
technology with the direct, personal
attention of a live border officer.
Designed for any traveler, not
just a select few, and with no
pre-registration or fees required,
BorderXpress automates the
administrative aspect of the border
clearance process.
To begin, a traveler uses
the compact, environmentally
friendly kiosk to scan their
passport, answer a short series of
ABOVE:
BorderXpress kiosks
can be configured
to meet the entry
requirements of
any country
LEFT: Passenger
wait times can be
reduced by as much
as 50%
government-required questions
on an intuitive touchscreen and
have their biometrics captured.
This data is then sent safely and
securely to the relevant government
authority for review. In seconds,
the traveler receives a printed
receipt, which they in turn
present to the border officer.
The process not only reduces
wait times by up to 50%, it also
lets border officials do what
they do best perform the final,
in-person identity verification.
BorderXpress requires no
fees, no chip-enabled passports
or prior registration, and it is
fully customizable to meet the
requirements of almost any
country in the world. Customer
airports have reported significant
improvements to customs wait
times. Research shows that
officers can process four times as
many passengers in an hour with
BorderXpress than with traditional
border clearance.
BorderXpress is a win-win for

all, says Paul Mewett, director,
Innovative Travel Solutions, YVR.
Travelers arent standing in long
queues; airlines arent waiting for
connecting passengers; airports
arent as congested; and customs
officials are focusing on what is
most important the assessment
of the passengers, not data entry.
YVRs Innovative Travel Solutions
team continues to field enthusiastic
inquiries from across the globe.
Airports and government agencies
from Europe, Asia and the Middle
East are keen to learn more about
BorderXpress, because it can be
configured to meet the language
and admission requirements of
any jurisdiction. Add to that YVRs
proven expertise, operations
know-how and a dedicated
deployment, maintenance and
service team, and its easy to see
why BorderXpress is at the front of
the line. Our solution is built by an
airport, for airports.
VANCOUVER AIRPORT AUTHORITY

READER
INQUIRY
102
DESIGN AND TECHNOLOGY 101
the real deal

A combination of the latest hardware and state-of-the-art aviation software is
helping airports improve operational efficiency
Improved profit margins
remain a top priority for all
across the airport industry, so
finding the most impactful,
cost-effective way to drive
operational efficiencies and reduce
cost is essential.
In the wonderful yet complex
world of aviation, its easy to lose
yourself in a plethora of disparate
systems and legacy processes that
are far more complex than they
need to be. For airlines, airports,
and ground handlers, this can
make for a costly and challenging
environment with little or no benefit
to passengers.
With approximately 3.3 billion
passengers boarding aircraft in
2014 (thats around 170 million
more than in 2013), continuously
improving services in line with
rising passenger expectations,
while also handling the increase
in passenger numbers, staying
competitive and improving profit
margins is no easy task.
Where sufficient funds are
available, some may look to
gradually modernize their fleet
to incorporate more fuel-efficient
aircraft, some may invest in
long-term infrastructure projects
developing state-of-the-art airports
and facilities, and some may turn to
software and technology.
Using real technology we
have dramatically enhanced our
baggage management solution,
FirstBag, with recent projects
seeing efficiency gains of over
30%, while others have enabled
many major hubs to maximize the
transfer process, says Chris Beling,
commercial director at Zafire.
By listening to and
understanding needs across
the whole supply chain, aviation
software experts are able to
simplify the implementation
and management of complex
processes, such as maximizing
ABOVE: Zafires technology solutions help improve efficiency in all aspects of airport operations
the baggage transfer process; or

optimizing ramp operations to
ensure critical aircraft turnaround
times are met, thereby reducing
financial penalties; or managing
complex billing routines and
rationalization, to name but a few.
But its at the intersection of
next-generation software and
cutting-edge technology where the
real magic happens and where the
innovators innovate. This enables
data to be processed and shared
using browser-based handhelds,
which are 10 times faster than
legacy systems and devices,
thereby placing critical, timesensitive information directly in the
hands of those that need it, when
they need it, and with the ability to
achieve mobilization throughout the
entire aviation environment.
One of the latest solutions
launched helps to mobilize load
operations, adding massive
business benefits to the aircraft
turnaround process. The FirstLoad
app runs on any mobile device,

providing a real-time feed of
requirements and load plans to the
ground handler, helping to automate
aircraft loading and ramp clearance
activities directly at the cargo door.
The FirstLoad app also reduces
the need for manual intervention,
thereby eliminating errors and
cutting down processing time.
In 2014, wearable technology
didnt really live up to market
expectations. However, some
companies are now starting to be
successful in terms of its practical
application and are realizing the
business benefits. A good example
is the replacement of expensive,
bulky, handheld devices with
scanners that are smaller than most
cell phones and include wearable
technology, thereby delivering a
cost-effective, future-proofed, and

easy to use and deploy solution for
baggage handlers: two free hands
instead of one.
The real technology story
continues with interactive airport
signage and display systems,
providing a unique level of
interaction and personalization
for passengers, multichannel
embedded advertising for retailers,
and 24/7 continuous business use,
as well as reduced energy usage
for airports.
So, in terms of where to look
to drive efficiencies, reduce cost,
and even open up new revenue
streams, real technology seems to
have it in the bag and is set to play
a huge role in aiding the industry
today, while shaping the landscape
for the future.
ZAFIRE
READER
INQUIRY
103
BIM solution
Every component of an airport construction project can be carefully planned
and managed using building information modeling
Building information modeling
(BIM) is more than just an
overall three-dimensional image of
a project. The AutoCAD substitute
is also a summary of all the
physical, functional and economic
data needed for the design,
building, exploitation and
maintenance of proposals. Inecos
engineers have experience using
this tool, which is changing the
working system for the construction
of buildings and civil works.
The new digital management
and 3D BIM system is gradually
displacing the two-dimensional
AutoCAD with which millions of
engineers and architects have
studied. The transition from one
technology to the other leaves little
doubt about the many advantages
of the new competitor. BIM
draftsmen, engineers, architects,
providers, constructors and clients,
and many other professionals,
can virtually access and modify
a projects development with
thorough details and an immediate
notification to all the parties
involved, which allows them to
always be working on the latest
version of the model.
Ineco first began using this
new technology in 2009 on small
projects such as airport power
stations. The company then started
using it on complete passenger
terminals and whole airport
projects, including runways and
buildings on different BIM levels.
ABOVE: Section of the model accepted

by the client. The difficulty of joining
the curtain wall with the wave-shaped
roof required different proposals
Rather than just software, BIM

is an information representation
and modeling system of all the
disciplines comprised in a building
or civil engineering project. Using
this system, a large database is
created, enabling the elements
included throughout the whole
lifecycle of the project to be
managed in real time, thereby
enhancing the process and
generating all the necessary
records and documentation.
BIM enables several design
alternatives to be developed that
can be viewed easily in real time.
The model uses geographical
coordinates and real climatological
Kohn Pedersen Fox (KPF)
Ineco used BIM for the design of Abu Dhabi Airport Midfield Terminal
data to make a preliminary energy

analysis, simulating the different
alternatives or modifying faade
typologies, location and size of
doors and windows, building
orientation, etc. With this new
working method, all the features
(physical, mechanical, thermal, etc)
of all the elements and materials
used in the project and required by
the client are added to the project
from the beginning. Also, the
model enables real-time
calculation of the costs as the
project is being developed.
One of its greatest advantages
is the versatility it offers when
it comes to making significant
changes to the design. BIM allows
for them to be carried out without
major delays in the development of
the project.
BIM in practice
The passenger terminal at Odessa
Airport in Ukraine was Inecos first
project in which the architecture
was fully completed using BIM.
This technology allowed for
the implementation of a new
intermediate floor, leaving the
original deadline unchanged,

something that would have never
occurred with traditional systems.
In fact, the client was able to see
the different solutions available and
make the most suitable decision
from a technical and economic
point of view.
At the Midfield Terminal Complex
at Abu Dhabi Airport, one of
the major projects that Ineco is
currently working on, the use of
BIM has been key both during the
bidding process and when it came
to the design of the constructive
project and works process. In this
way, the client has been able to
easily see the bottlenecks that
could potentially occur during
different passenger traffic flows.
BIM has changed the way
infrastructure projects are
managed, and Ineco has been
backing this technology for years.
The company has a team of
professionals dealing in the design,
modeling and development of
BIM projects with the purpose
of offering a top-quality service
and adding the maximum value
possible to the projects it develops.
INECO
READER
INQUIRY
104
public property
The primary objective of good seating design is the recognition of customer
needs without stylistic excesses
Vitra is a Swiss company
dedicated to improving the
quality of homes, offices and public
spaces through the power of
design. The companys products
and concepts are developed in an
intensive design process, which
brings together Swiss engineering
excellence with the creative genius
of leading international designers. It
is Vitras goal to create interiors,
furniture and accessories that are
functional and inspiring. Longevity
of materials, construction and
aesthetics is the companys leading
principle, as demonstrated by its
classics many of which have
been in continuous production
since the 1950s
In 2013/14, one of these
classics, the Eames Tandem
Seating, originally designed for
the Chicago OHare International
Airport in 1962, was installed at the
new Hamad International Airport
(HIA) in Doha. HIA awarded Vitra
the contract to supply and install
more than 24,000 seats.
HIAs project team contacted
Vitras public spaces team, which
focuses on clients in a variety of
public use segments including
transportation, education,
healthcare and hospitality.
In airport projects, the passionate
public spaces team concentrates
on giving the right support and
solutions to those faced with
selecting and installing furniture
for the various environments
waiting areas, gates, holdrooms,
lounges, restaurants, shops, bars,
business and conference centers,
relaxation rooms and others. The
team supports airport executives,
consultants, contractors, purchasing
managers and architects in their
planning and coordination work,
helping to keep track of important
issues and helping stakeholders
come to a well-considered
purchasing decision.
ABOVE: Meda Gate

has been installed at
Molde Airport
FAR LEFT: Vitra
supplied 24,000
seats to Hamad
LEFT: Pulkovo
Airports VIP lounge
Such intense collaboration with

all project stakeholders has not
only led to outstanding projects
in airports around the world; the
experience and lessons from
all these projects are part of a
continuous improvement process
in which the company focuses on
all types of airport requirements
and challenges.
According to Vitra, a primary
objective of design is finding
the best solution for the specific
needs of its users, without being
focused on stylistic excesses.
Designers should practice restraint
and devote themselves to the
complexity of the problem solving

process while still expressing
individual authorship.
A product developed in this
spirit is Vitras latest beam seating
product, Meda Gate, designed
by Alberto Meda. At first glance
its technical sophistication is not
obvious because Meda Gate
captivates users with its elegant
and restrained appearance. Only a
closer look reveals how the product
takes two key considerations into

account the airports need for
efficiency and the passengers
demand for well being. Meda Gate
solves these sometimes conflicting
requirements while having a
positive impact on operations in
terms of wayfinding, airport security
and maintenance.
To find out more visit the Vitra
stand 5040 at Passenger Terminal
Expo in Paris on March 10-12.
VITRA
READER
INQUIRY
105
TRANSPORT
THINKING
R A I L W AY S | AV I A T I O N | R O A D S | U R B A N T R A N S P O R T | P O R T S
We are transport thinking.

We are engineering.
Our essence comprises experience, quality, technology, innovation,
eciency and cost eectiveness. This is the value proposition we
were born with 45 years ago, sticking by it and thus becoming a
global leader in transport engineering and consultancy with projects
in more than 45 countries. We work both with private and public
clients to whom we oer an integral perspective in each of our
transport modes. The expertise of our 2,500 professionals allows us
to be what we are: transport at the service of society.
casablanca airport, morocco | strengthening of civil aviation and national airport plan, nepal | development strategy
for air traffic, egypt | giant 1&2 introduction of the gnss to the aviation sector, european commission | restructuring
of moroccan airspace, morocco | eldorado airport, colombia | turin airport expansion, italy | flight procedures design
for oman airport, oman | airport expansion project management, kuwait | modernisation of the airport network and
reorganisation of airspace, spain | heathrow winter resilience programme, london airport, uk | operational readiness
and airport transfer of the mtc of abu dhabi international airport
www.ineco.com
Premier face recognition

technology for eGate integration
2
4
cameras detect persons face and acquire facial images
mobile unit moves into optimal vertical position
monitor shows live image of person
active lighting for optimized image capture
monitor displays user instructions
Cognitecs software performs instant verification
eGate opens or traveler receives further instructions
See in action at PTE Paris, stand 6065!

FaceVACS-Entry combines smart hardware for image acquisition with
market-leading software for verification processes, and is ready for
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1
5
efficiency solved
Equipped with a supply chain solution thats powered by optimization technology,
Copenhagen Airport is assured of efficient operations and happier passengers
Copenhagen Airport is the
busiest international airport
in northern Europe, serving 60
airlines and over 70,000
passengers every day. Dubbed the
gateway to northern Europe, over
25 million passengers pass
through its doors each year.
In the past 11 years, it has been
named most efficient airport in
Europe nine times and, behind the
scenes, around 2,300 people keep
everything running smoothly. To
maintain its reputation as one of the
worlds best airports, Copenhagen
Airports operations team started to
examine how data could be actively
used to enhance operational
forecasting and planning.
The team recognized that its
staff planning tools no longer
met its requirements. There were
11 departments with different
characteristics, unions and types of
employees, all relying on different
systems ranging from SAP and
Excel spreadsheets to paper and
sticky notes. Staff rosters and shift
patterns quickly became unusable
if any variable changed for
example, if someone called in sick.
Without a full view of the airports
overall staffing requirements,
alternative solutions were not clear.
For instance, an employee may
have been called in to work when a
few hours of overtime by an on-site
staff member would have been
sufficient. Another challenge was
that the airport had to take into
account 1,000 union contract rules
when creating its schedules.
To ensure that its workforce
was being deployed as efficiently
as possible, Copenhagen Airport
required a centralized system
to manage the staff for all 11
departments. This planning system
would have to recognize peaks
in demand to enable accurate
planning. Additionally the team
required the new system to have
Copenhagen Airport needed a staffing solution dynamic enough to meet its daily needs
operational planning functions,

including functions that would
enable planners to assign specific
tasks to employees in different
departments. The system would
also have to enable employees to
record the amount of time spent
on shifts and tasks, including
overtime. Most importantly, it would
have to integrate entirely with
existing systems including payroll,
HR, task scheduling and various
mobile applications.
With these requirements in
mind, Copenhagen Airport sought
an experienced partner to help
redefine and optimize its staff
planning processes.
We were looking for a software
solution to help us with workforce
planning. However, we recognized
that we couldnt use a system
that required us to change our
ABOVE (L-R): Thomas Hoff Andersson,

director of airport optimization,
Copenhagen Airports; and Marcel
Dreef, director aviation planning
solutions, Quintiq
operations to suit the software.

In effect, we needed a solution
that could fit our operations and
processes, says Thomas Hoff
Andersson, director of airport
optimization. We chose Quintiq
because of the flexibility of the
solution. Quintiqs experience in
different industries also gave the
company a major advantage.
Our airport was already a very
efficient machine. But we thought:
If we can work with Quintiq to
optimize our workforce planning
and squeeze out even more
efficiency, it would spell significant
cost savings.
Quintiq delivered an integrated
workforce planning solution with
a 100%-fit architecture, which
incorporated all the airports unique
constraints and business rules.
To boost employee satisfaction,
Quintiq provided an employee
portal so that staff were given more
control over their schedules.
The main reason we chose
Quintiq was because optimization
is the core of the system, says
Andersson. We were also
fascinated by the possibility of
customizing the solution to fit

our work conditions and
requirements. As well as delivering
results we could never achieve
with manual planning, Quintiq
goes beyond merely automating
functions and enables us to
optimize our workforce.
With the new workforce planning
system, Copenhagen Airport
has reduced paperwork, saved
resources and ensured employees
are used to their full capacity.
The system doesnt just
automate processes at the back
end, but finds opportunities to
make the process even more
efficient, says Andersson.
For over 10 years, top aviation
industry players have relied on
Quintiq to make accurate planning
decisions and to stay competitive,
says Marcel Dreef, director of
aviation planning solutions for
Quintiq. Were proud to be the
partner of choice for Copenhagen
Airport. This is a great testament to
our abilities, and I look forward to
helping the largest airport operator
in northern Europe become even
more successful.
QUINTIQ
READER
INQUIRY
106
quick and easy travel

Passengers can enjoy a quicker, more efficient travel experience thanks to
an increase in the number of self-service e-gates at Copenhagen Airport
Kabas self-service gates
have been successfully
implemented at the access points
to Copenhagen Airports security
screening area as well as for
self-boarding. This is part of the
continued development of
passenger services at the airport.
Copenhagen is one of the major
airports in Europe, being a hub and
also a gateway to other destinations
for passengers from the entire
Nordic region, the Baltic states,
Poland and northern Germany. It
has experienced rapid growth over
the past few years with its latest
peak in July 2014 when passenger
numbers reached an all-time high
of 2.6 million. Growth remains high
at around 7% per annum.
At the same time, the airport
is dedicated to a high-quality
passenger experience and toplevel efficiency. This has led to the
extension of self-service throughout
the whole passenger process.
Our passenger interviews
show that self-service travelers
are satisfied travelers. Basically
they would like more self-service
options, says Johnnie Mller, head
of security at Copenhagen Airport.
Today 75% of passengers check
in online, at airport kiosks or by
cell phone. The new e-gates will
increase our capacity at security,
as we will go from the four desks
we have now to six e-gates, which
will make it even faster and easier
to get through the necessary
security check.
Common-use system
Copenhagen Airport carried out
thorough testing before deciding
in favor of Kabas Argus HSB-M03
self-service gates for boardingpass validation. In early 2013
Kaba installed 12 such gates at
the access points to the security
screening area. They went live in
March 2013 and were followed by
ABOVE: Kabas self-service e-gates

provide an expedited entry process
for passengers while maintaining the
versatility to be used by any airline
22 similar gates for self-boarding.

The first gates feature an interface
to the airports operational
database (AODB), while the selfboarding gates fulfill their task as
common use terminal equipment
(CUTE). They may be employed by
any airline using the corresponding
airport gate.
At an e-gate, passengers selfscan their boarding passes, and
only a valid travel document will
open the e-gate, allowing access
to the security screening area.
Passengers continue to use the
same types of boarding passes
as they have used, and boarding
passes in hardcopy and on cell
phones are accepted at the new
e-gates. Though the process is
quick and easy, Copenhagen

Airport still has two manned desks
to help passengers traveling with
young children and passengers
with reduced mobility.
Winning investment
Copenhagen Airport continues to
improve the passenger process
with great success. Over the past
11 years, the airport has won the
award for being Europes most
efficient airport nine times. Selfservice is a core component of the
airports success.
Kristian Durhuus, the airports
COO, said, Automation is a real
win-win investment. The airlines
save money and passengers save
time and get more control over
their journey. That produces more

satisfied passengers and more
competitive airlines.
Copenhagen continues to
pursue its goal and Kaba recently
delivered another 34 Argus selfservice gates to the airport. Kaba
is a globally active, publicly traded
security corporation specializing
in integrated solutions for security,
organization and convenience at
building and information access
points. Kaba is also the worlds
number-one provider of key blanks,
key cutting and coding machines,
transponder keys and high-security
locks. It is a leading provider of
electronic access systems, locks,
master-key systems, hotel locking
systems and security doors.
KABA
READER
INQUIRY
107
Stand 3005
Innovative, efficient and sustainable solutions
BAGGAGE HANDLING SYSTEMS : DESIGN - INSTALLATION - MAINTENANCE - OPERATION
www.alstef.com
Expert in Materials Handling
Smart Airport Signage

Award-winning digital signage
software for any type of display
communication
- FIDS
- Emergency messaging
- Digital menu boards
- Infotainment
- Advertising
- Wayfinding
- And more
www.fids.com
ready to go
A baggage handling system that is 15 miles long will ensure Abu Dhabis Midfield
Terminal Building provides a first-class passenger experience from day one
Abu Dhabi International
Airport, in the United Arab
Emirates (UAE), is one of the
fastest-growing airports in the
world, posting double-digit growth
in passenger numbers every year
since 2006, with 16.5 million
passengers in 2013.
Over the years, this growth
has been catered to by several
major development projects, with
the most recently completed
being the construction of Terminal
3, which opened in 2009 and
serves as the home of Etihad
Airways, the UAEs national flag
carrier. In 2011, Abu Dhabi Airports
Company (ADAC), created by
the Abu Dhabi government to
spearhead the redevelopment of
the Emirates aviation infrastructure,
undertook a major refurbishment
of Terminal 1, with the new design
reflecting elements of traditional
UAE hospitality to provide
passengers with an ultra-luxurious
travel experience.
The latest and by far the
most ambitious project is the
construction of the multi-billiondollar Midfield Terminal Complex
(MTC), which is being built

between the two parallel runways
that lie 2km (1.2 miles) apart.
This location enables the quickest
possible journey from runway to
stand, resulting in a smoother
passenger experience. The
centerpiece of the new complex
will be the US$3bn Midfield
Terminal Building (MTB), which
will be linked to the existing
airport buildings by a tunnel and
is one of the regions most
impressive structures.
The terminals central space will
have a floor area of 7,500,000ft2
(almost three soccer fields) and
a ceiling 170ft high at its highest
point. The terminal will have the
capacity to handle 30 million
passengers per year, gradually
increasing to 40 million, processing
8,500 passengers per hour through
156 check-in counters and 48
self-service kiosks. The terminals
four piers have boarding bridges
serving up to 65 aircraft, including
the Airbus A380.
Construction of the MTB, which
commenced in 2013, is being
executed by a joint venture of
MAIN IMAGE: The test loop
included one component of every
single item in the final baggage
handling system
LEFT: The second milestone in the
project was finalizing and signing off
the design of the system as well as
the test loop
TAV, CCC and Arabtec (TCA JV).

The terminal is designed to be
energy efficient, making use of
design elements such as highperformance and angled glass
faades to minimize the heat
entering the building, making airconditioning more efficient
and providing natural light for
interior spaces. Solid cladding
has also been integrated into the
design, further reducing the impact
of the sun.
Baggage handling system
A vital ingredient of any airport is
the baggage handling system, the
functioning of which can make all
the difference between perfectly
smooth operations and massive

flight delays, making or breaking
the passenger experience.
ADAC selected Beumer Group
with Crisplant, a leading supplier
of automated baggage handling
systems, to design, manufacture
and install the baggage handling
system for the MTB. Crisplants
design exceeded some of the most
critical specifications outlined in the
tender, explains Klaus Toftgaard
Spens, managing director, Beumer
Group Middle East. These
factors included the integration
of a pre-sort function before final
make-up to eliminate several miles
of baggage conveyors to achieve
a smaller system footprint; a
reduction in power consumption of

around 40% for the CrisBag system
compared with conventional
conveyor technology; and a very
high level of system redundancy.
The Crisplant system which,
when complete, will not only be
one of the worlds biggest baggage
handling systems but also the
most technically advanced has
the capacity to process up to
19,200 bags per hour. It will
integrate 15 miles of CrisBelt
conveyors and CrisBag tote-based
transport and sorting system
to sort baggage to make-up via
64 discharges using the unique
CrisBag adaptive tote tilters.
With a tote-based system,
there is one bag per tote, with
everything under control all the way
through the screening, transport
and sorting processes, thereby
enhancing security and minimizing
bottlenecks, says Toftgaard Spens.
Abu Dhabi is a transfer hub with a
large majority of transfer bags and
thats where a tote system is ideal,
being able to handle a wide range
of bag shapes and sizes to a large
number of destinations.
Extensive use of 3D building
information modeling (BIM)
combined with system simulation
and emulation models will highlight
potential operational risks and
ABOVE & BELOW: After months of

component testing, the system was
signed off before moving into the
next phase of the project
support decision making from the

earliest conceptual stages. The
Beumer Group Software Suite will
be used for high- and low-level
control of the complete baggage
handling system.
Factory testing of the system was
carried out in late October 2013 in
Crisplants dedicated test center
at the companys headquarters in
Aarhus, Denmark. This process
was about finalizing and signing off
the design for the entire baggage
system, and it was also about
signing off the test loop.
With the vast majority of
baggage at Abu Dhabi being
transfer baggage, the operating
standards for the BHS are
necessarily very high. The test
center enables the airport to make
sure that the system does precisely
what it was designed to do, says
Klaus Schfer, managing director
of Crisplant, Denmark.
Another advantage of having
this facility is that our engineers
are able to conduct extensive
testing of our software before it is
integrated into any new installation,
ensuring that an airports baggage
handling operation can be up and
running as soon as the installation
is complete. No airport wants
to suffer downtime while initial
teething problems are sorted out,
and thorough testing beforehand
means that a new baggage
handling system can start to make
a return on investment from day
one, he adds.
After the baggage handling
system is complete, a team of
Crisplants residential service
employees will remain on-site
to operate and maintain the
complete installation.
CRISPLANT
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INQUIRY
108
customized comfort
Comfortable yet functional seating plays a major part in transforming the
passengers terminal experience
Airports are more than just a
waiting room. Delayed flights
or early arrivals mean that
passengers spend more time at an
airport than expected. Nurus has
devised a new seating solution that
converts places of necessity into
comfortable, user-centric areas.
Thanks to technological
innovations available today, Nurus
meets the needs of passengers
and staff at terminals where traffic
flow is heaviest. Nurus Digital Chain
produces unique solutions for each
project due to its adaptability.
Nurus offers thousands of
products that are considerate of
travelers and the environment.
The end-user motivation is central
to the design of the product,
including corporate culture
requirements. Nurus makes
sure that the materials used in
manufacturing meet international
norms and standards, and
are certified, recyclable and
environmentally friendly.
Passenger circulation is
highest at the boarding gates
and these areas should have
both the dynamism to handle this
volume and provide a comfortable
environment suitable for long
periods of waiting.
Caria and Penta
Nurus has two waiting solutions
Caria and Penta. Caria, designed
by Nurus Design Lab and MuratMelkan Tabanlog
lu, creates
an ergonomic resting area for
passengers before they travel, with
RIGHT: Stone seating creates

an informal environment where
passengers can relax freely
BOTTOM RIGHT: Caria offers
an ergonomic resting area with
soft upholstery and an inclined
backrest
BELOW: Penta seating solutions
have a durable aluminum
structure and are designed to
suit a corporate environment
its soft upholstery and inclined

backrest. The Caria waiting unit
combines chairs and coffee tables.
Penta has a durable construction
with its aluminum injection frame.
The product, designed by Nurus
Design Lab, enables the airport to
design and create an environment
that has a corporate identity, with
a selection of colors and materials,
and seating for three to six
passengers per unit.
Contemporary products
As well as Caria and Penta,
Nurus offers a wide range of
contemporary lounge products.
This includes professional
office furniture that reflects the
companys sustainable and
innovative design approach.
Nurus serves both national and
international customers including
Istanbul Sabiha Gken, Antalya,
Milas-Bodrum, Ktahya and
Izmir international airports in
Turkey, as well as Turkmenistan,
St Petersburg, Macedonia and
Ashkhabad international airports.
Stone on show
Nurus will be attending Passenger
Terminal Expo 2015, March 10-12,
in Paris, France, where it will be
exhibiting its new terminal seats and
waiting lounge furniture, with a new
range of color and material options.
Stone, designed by Ece and
Oguz Yalim, will be one of Nuruss
2015 lounge furniture selections
on show in Paris. Stone offers
an alternative geometrical layout,
rather than a conventional sitting
arrangement for the common

area furniture.
Stones design inspiration
is from nature and it creates
inspiring environments with its
statue-like appearance. As well
as having a unique and unusual
look, it enables the construction of
different areas due to its modular
structure. With its angled form and
height-adjustable backrest, Stone
gives travelers a comfortable and
ergonomic sitting area.
NURUS
READER
INQUIRY
109
HOW TO ECONOMIZE ON THE WORKLOAD WHEN

INCREASING THE NUMBER OF OPERATIONS?
Managing your
hu man assets
with AviaSoft
DO YOU REALLY
NEED TO HIRE
NEW WORKERS?
www.aviasoft.london info@aviasoft.london
airport evolution
Airport check-in and security processes are being redefined through the use
of innovative technology
When passengers arrive at
an airport, they have a lot of
things to contend with: thinking
about where they are going, feeling
anxious about timekeeping and the
journey ahead, and lining up with
other stressed passengers at
check-in and security checkpoints.
In recent years the Scarabee
Group has introduced new
standards to the aviation industry
to improve the passenger journey.
Since 1988, the Scarabee Group
has been designing, developing
and manufacturing solutions for
passenger, baggage and security
processes, including self-service
bag-drop units and state-of-the-art
passenger security checkpoints.
The company distinguishes
itself from other providers in the
aviation industry by redefining
airport processes and delivers
comprehensive airport solutions
from arrival to boarding that
enhance both the passenger
experience and airport security.
Flow is key
A great passenger experience has
become the key strategic goal
for airport operators. Scarabees
approach to airport solutions
revolves around the human
experience, understanding that the
passengers perception is central
to the enjoyment of the journey.
Airport evolution means
taking the next step in the
passenger experience. There is
a big difference between simply
changing airport processes and
elevating them to a new level
of excellence. The first takes a
short-term view of airport solutions,
whereas the second creates the
wow factor in an end-to-end
experience. As a supplier of
comprehensive passenger touch
points, Scarabee can closely
analyze the passengers progress
through airport procedures and
processes, enabling them to be

redefined and improved.
The perfect journey through
the airport does not include
worries about check-in, baggage
drop-off or long waits at security
checkpoints. Scarabee supports
airlines and airports in exceeding
the passengers expectations
by searching for opportunities
to improve the journey through
reliability, ambience and selfservice to create continuous flow
and guide passengers towards
the retail area and onwards to the
boarding gate.
Next-generation security
With the security checkpoint
being one of the most
BELOW: Scarabee has streamlined

the security checkpoint, improving
the passenger experience
stressful stages in a passengers

journey, security procedures should
be quick and easy. Scarabee has
introduced a new dimension to
security: Security as a Service. This
approach has proved a success at
a number of airports, with industry
leaders awarding Amsterdam
Airport Schiphol the Best Airport
Security Initiative Award 2014
thanks to its Scarabee system.
By the end of 2015 Scarabee
will have deployed in total of
65 new customized security
checkpoints at Amsterdam Airport
Schiphol, which will make the
preflight airport processes more
efficient by reducing waiting times
at passenger touch points and
driving retail revenue through a
longer dwell time in the departure
lounge. A happy passenger equals
a prosperous airport.
Imagination and creation
Scarabee strongly believes that
by using its unique co-creation
process, airport checkpoints can
transform the security process to
one that is both smooth and natural
for the passenger. This process
brings together stakeholders,
MAIN IMAGE: Scarabee will deploy

65 customized security checkpoints
at Amsterdam Airport Schiphol by the
end of 2015
BELOW: BagDrops Modular Compact
unit speeds up the self-service bagdrop process for passengers
airports and airlines, sharing

insights and perceptions of current
and future developments.
Scarabee offers an optimal
and authentic service experience,
developed from concept to
operation and beyond, adapting
and conforming to an ever
changing world of regulations
and requirements.
BagDrop solution
Part of the Scarabee Group,
BagDrop Systems is transforming
the self-service bag-drop industry.
The company has been looking
closely at its innovations, using
the fact-based and real-time data
gathered from existing operations
to measure performance and
provide in-depth analysis to assist
with the continuous improvement
of its bag-drop solution.
The company explored the
elements that create successful
implementation and full adoption
of bag-drop solutions at airports.
By fully understanding the business
goals and constraints of all the
parties involved, a product was
developed that fits every situation
and all operating and business
models, but most importantly each

and every passenger.
Modular compact unit
The result is a complete new
product: the BagDrop Modular
Compact. This integrated solution
is fully configurable and has the
smallest footprint on the market.
This immediately enables an
increase in the number of dropoff positions and maximizes
use of existing infrastructure.
Current BagDrop operations
demonstrate that doubling
passenger throughput and terminal
capacity are possible, and the new
solution will only improve on this
performance.
The Modular Compact includes
optimized passenger ergonomics,
almost completely eliminating the
need for users to lift the bag to start
the process, together with a stateof-the-art user interface, passenger
interaction and voice guidance
when needed, ensuring a high
user success rate.
With its choice of friendly
materials, and a fresh and light
design, the Modular Compact
is inviting and welcoming
to passengers. Airports can

customize the unit to ensure it
blends in with the terminal design
while conforming to the airports
brand identity. Full pre-integration
activities with departure control
systems and baggage handling
systems are performed even before
the units arrive at the airport,
ensuring highly effective, low-risk
installation. A typical installation
takes only two to three days.
The new models are half the
price of their predecessors and
half the size of a traditional
check-in desk, creating the
most powerful business case
for long-term operation in the
market, with payback promised
within one year of operation.
Just a few months after
introduction of Modular
Compact, multiple large-scale
projects are being implemented in
major airports in Asia and Europe,
making BagDrop really proud of
its Modular Compact solution.
SCARABEE GROUP AND BAGDROP SOLUTIONS

READER
INQUIRY
110
compliance made easy
Galiot System
Emergency Response
Airports of any size can ensure they remain compliant using the
latest software solutions
Compliance is a very broad
term and describes the ability
to act according to an order, set of
rules or request. Airport
compliance is a state in which all
airport activities are in accordance
with established (external and
internal) guidelines, specifications
or legislation.
Airport employees that are
accountable for compliance are not
concerned about this theoretical
definition. What they do care about
is how to meet the requirements
of very demanding internal and
external audits and how to reduce
the number of nonconformity
findings. From the employees
point of view, audit results and
open findings are the measure of
the achieved level of compliance.
Therefore MER Systems has
designed its Galiot system exactly
from that perspective to support
and manage specific airport
activities that are subject to internal
and external audits.
MER Systems Galiot Cloud
is an affordable compliance
software solution for regional and
small airports. The company also
supplies Galiot Airport Suite for
large hub airports.
Ensuring safety
Primarily the Galiot compliance
system is a safety management
system (SMS), because nowadays
a systematic and explicit approach
to managing safety is mandatory,
not only for airports but for all
aviation service providers.
Beside SMS, other areas
covered by Galiot compliance
systems are quality and audit
management, passenger surveys,
airport document management,
aerodrome manuals, maintenance
management, staff licenses and
training, wildlife management and
SeMS security management and
airport performance measurement.
Another area covered is the

new ECCAIRS 5 initiative to
standardize occurrence reports.
The process can be complicated
for an average user because
ADREP 2000 Taxonomy covers
all possible aviation related
events. The Galiot system makes
everyday usage of ECCAIRS 5
easier by generating the report
automatically from the existing
occurrence investigation.
Compliance requirements
and regulations are the same for
airports of all sizes, but in many
aspects, the differences between
large hub airports and regional
airports are huge. For regional
airports, it is much more difficult
to provide substantial financial,
organizational and personnel
resources to meet the required
level of compliance. That is why
small and regional airports could
benefit from Galiot Cloud, because
all compliance-related airport
activities could be managed with
one comprehensive, modular and
affordable tool.
Adaptable, affordable solution
Galiot is a comprehensive, simple
to use and easy to implement
web-based application that covers
all airport activities that are subject
to audit. In addition to its
user-friendly design, Galiot is
deployed with many predefined
templates, standards and
airport best practices to reduce
implementation expenses and to
make the implementation process
faster and more straightforward.
Galiot is a highly adaptable
modular system, so each airport
can chose its own implementation
path and modules, offered
templates and licenses plan. One
Galiot system can be shared by
several airports beneficial when
one organization operates more
than one airport.
Security Management
Airport Manual
Maintenance
Task Management
Galiot System
Galiot System
Safety Management
Emergency
Response
Emergency
Response
Wildlife Management
Security
Management
Security
Management
Staff Licences & Training
Airport Manual
Audit & Findings
Maintenance
Airport Documents
Task Management
Airport Performance
Airport Manual
Maintenance
Task Management
Safety Management
SafetyManagement
Management
Wildlife
In terms of affordability,
Staff
Licences
& Training
Galiot Cloud
has
a very
flexible
Wildlife
Management
and affordable pricing plan
Audit
& Findings
depending
on the
airport size
Staff ofLicences
and the number
modules & Training
Airport
implemented.
ForDocuments
example, the
leasing option
for &
Galiot
SMS
Audit
Findings
for smallAirport
airports Performance
starts at 999
(US$1,180) per month.
Documents
ModernAirport
information
technologies
such as cloud computing,
agile software development
Airport Performance
methodology, JAVA Enterprise
framework, Google Web Toolkit,
and the integration of several
excellent and free open source
solutions, are key factors as to why
Galiot can offer comprehensive,
flexible and modular compliance
software solutions at such an
affordable price.
As well as cloud or
software-as-a-service for more
traditional airports, the Galiot
compliance system can also be
licensed per server and deployed
at the customers own discretion.
ABOVE: MER Systems

Galiot Cloud can run multiple
functions due to its modular
design making it adaptable
enough to suit any airports
needs. Operators can also
share the application across
multiple airports if required
MER SYSTEMS
READER
INQUIRY
111
Bringing Together Every

Piece of the Puzzle
Gate Equipment
Ground Equipment
Maintenance
Management Technologies
Tel: (801) 627-6600
www.jbtaerotech.com
The Airport Simulation Solution
Optimise Investments
Reduce Operational Costs
CAST Airport Simulation takes the risk
out of managements decision-making and
minimises investment costs.
Operational simulation with CAST helps
to optimise resources, react in time and
boost efficiency.
Join the world-wide CAST user community
and contact us for your soft ware package
and goal-oriented consulting services.
Passenger Terminal
Aircraft Traffic
Vehicle Traffic
Ground Handling
Airport Research Center GmbH | Bismarckstr. 61 | 52066 Aachen | Germany

Phone +49 (0)241 / 16 84 3-0 | Fax +49 (0) 241 / 16 84 3-19 | info@cast-simulation.com | www.cast-simulation.com
life in transit
Advanced display technologies help operators to combat passenger
bottlenecks caused by an ever-increasing airport population
There is an ongoing debate
about the best way to address
the growing demand for air travel.
One option is to focus on
expanding certain major airports
and have them fed by smaller local
ones (the hub and spoke model) or
to encourage smaller long-haul
flights from more airports (the
point-to-point model).
Regardless of which route is
chosen, the simple fact is that there
are more people going through
more airports more often. And
both approaches require even
more attention and intelligence
being given to information and
way-finding systems. In the first
case, more people will be in
transit going from spoke to hub to
spoke, while in the second option,
smaller airports will see increased
passenger numbers, especially
from overseas travelers.
At the same time, we are seeing
several developments within
display technology solutions that
can help address this challenge.
Larger displays
The ongoing release of new 4K
ultra-high-definition (UHD) displays
aligns with the general trend toward
larger displays, with some models
now exceeding 100in. These
displays bring more accurate
color reproduction and higher
contrast than their predecessors,
broadcasting passenger
information more effectively.
This large format and higher
resolution means more content can
be displayed and their size means
they are more easily readable from
further away, helping to move on
waiting passengers eager to see
their gate number from an already
crowded area.
New terminals are bright spaces.
The glossy surface finishes on
consumer TVs work well in the
comfort of your home but not in
an airport terminal; therefore

NEC 1080p professional displays
only use anti-glare/reflective
surface coatings with haze values
of over 40%.
Smarter systems
The technology used to drive
and monitor display systems is
also getting smarter by using an
enhanced array of sensors and
software solutions to deliver more
timely and relevant information
back to IT support administrators.
Reduced power consumption and
more intelligent power monitoring
technology enable
airport operators to
provide a greener
terminal without
reducing the quality
of their passenger
communication.
Reduced power
consumption enables
mobility for airport
display systems. An airports ability
to quickly react to change has a
direct effect on its brand image,
whether this is managing weather,
security or regulation impact. This
has led to developments in mobile
flight information displays that can
be rolled into position anywhere
in the terminal to relay real-time
information to anxious passengers.
Hand in hand with this is the
increased adoption of cloud-based
systems to deliver content. This
helps ensure that the information
on the in-terminal displays is
accurate, timely, versatile and
consistent with that viewed on
the web or on mobile devices.
Consistent multidevice passenger
communication is key to passenger
satisfaction throughout the travel
journey from home to hotel.
This combination results in
airport display solutions that are
robust, well managed and more
cost-efficient.
ABOVE: Digital video walls provide real-time flight information

LEFT: Glossy screens are replaced by professional ones with
anti-glare surfaces
Interoperability and
engagement
As well as getting tailored, real-time
information from displays dotted
around the terminal, travelers
are increasingly turning to their
smartphones and other mobile
devices for information.
Advanced airports are enabling
these tech-savvy travelers through
the use of technologies such as
near-field communication (NFC)
and Bluetooth beacons. These
can help trigger information feeds
on passengers smartphones
and provide a wealth of new retail
opportunities and passenger
location mapping data to the
airport operator.
Enhanced engagement, driven
by the interoperable systems,
allows the operator to provide

a more bespoke experience for
the traveler. Being able to collect
the required information and
then move on helps alleviate the
traditional choke points that banks
of screens or information points
can create.
NEC has been at the forefront
of delivering LCD-based display
solutions to the worlds largest
airports, including Heathrow, Dubai
and Las Vegas, for more than 12
years. The companys experience
and expertise enables it to offer a
consultative approach to ways in
which the passenger experience
can be improved, while its display
technology continues to deliver
the robustness and reliability that
customers have come to expect.
NEC DISPLAY SYSTEMS

READER
INQUIRY
112
seamless seating
An innovative approach to public area seating that maximizes space
without sacrificing personality
Airport designs often result in
gleaming, high-tech terminal
buildings with regimented rows of
seating that look impressive but
have little personality a passenger
could be anywhere in the world.
However, interior trends in other
indoor public places identify the
need for diversity and
personalization.
Green Furniture aims to create
unique interior impressions. The
companys portfolio allows for the
creation of flowing curves of spaceefficient seating with the warmth
of natural materials and the added
benefit of directing foot traffic.
The story began in 2007 when
founder Johan Berhin applied his
engineering design experience to
public furniture. I was shocked by
how smelly furniture manufacturing
was, with glues and coatings, and
I decided to make a difference,
explains Berhin. The Green
Furniture brand was introduced
in 2010 based on the idea of
producing sustainable design
for indoor public landscapes.
In 2012, Green Furniture
worked with Jernhusen, owner
and operator of railway stations in
Sweden, to develop a revolutionary

new concept for public area
seating. The range was developed
incorporating Swedish ergonomic
design standards and is now
widely used throughout the world
in airports, shopping centers,
stations, universities and other
public buildings.
Seamless seating
The companys seamless seating
is loved by architects as it creates
the visually aesthetic appeal of an
unbroken flow of seating while
maximizing space efficiency,
enabling up to 50% more seating
than conventional alternatives. This
space saving maximizes areas
available for high-income retail.
Green Furnitures seamless
seating can curve around
architectural obstacles, such as
pillars, and helps direct passenger
flow, preventing bottlenecks.
Seamless seating is available
with a choice of options, including
armrests and ergonomically
designed variations for elderly
customers. In addition, integral
footprint neutral tables generate
more revenue for food sales.
ABOVE: Light trees enhance the

airports environmental message
BELOW: Each seating section can be
adapted to navigate obstacles
Maintenance is made easy.

The unique rib construction
means a single rib can be replaced
in situ should one become
damaged without needing to
remove the entire seating section.
Wood options are finished with
hardwax rather like shoe
polish. Not only is this a more
environmental alternative to
varnish, quick drying hardwax can
also be routinely applied on-site to
remove any scratches.
Each 1m (3.2ft) length can be
readily unclipped and moved
by one person to facilitate
floor cleaning. From a
security perspective, the
open rib design offers
clear visibility through the
seating layout.
Variation of shape, configuration
and color is limitless, which offers
each airport the opportunity to

reflect its own style and synergize
with corporate branding. The
wood sends a powerful, visual
environmental message a public
demonstration of sustainability
commitments. Passenger
endorsements of existing
installations demonstrate the
return on investment, as well as
an improved retailing environment
and minimal vandalism.
Acoustic lighting and light trees
The introduction of Green
Furnitures Leaf Lamp acoustic
lighting and light trees made
from lambs wool on a tree
structure and providing certificated
sound baffling for central
atrium areas provide a further
visual message of environmental
commitments.
Increasingly, interior designers
for airport terminal buildings are
daring to be different creating
unique, beautiful and very practical
public spaces.
GREEN FURNITURE
READER
INQUIRY
113
CHRIS PICKARD OF PICKARD ASSOCIATES, LONDON; AND RAIMO JACOBSON OF AIRPORT RESEARCH CENTER GMBH n
one for all

Applying the right level of modeling detail can help airports to find the best
capacity planning approach
The benefits of using
simulation modeling for
capacity analysis and terminal
planning projects are well
understood. Simulation is ideal for
modeling the interdependencies of
processes, such as the effect of
check-in on security control, or of
immigration control on baggage
reclaim. Simulation is also highly
effective for testing multiple options
or what-if scenarios.
As simulation technology has
become faster and more readily
available, there has been a trend
toward complex and sophisticated
models with increasing levels of
detail. The benefit to airports has
been considerable. However,
often in a dynamically changing
airport environment, there are
many situations where quickly
determining facility requirements or
testing service levels is as important
as developing a sophisticated
model or full 3D visualization.
As a result, airport planning
teams often use simulation tools
to develop complex models
for specific projects, but in
addition they develop bespoke
spreadsheets or use a combination
of tools, risking consistency of
assumptions and quality of data.
As projects overlap, models
are duplicated in different tools,
resulting in an inefficient use of
time and increased costs.
Throughout the course of a
project, many questions have to be
answered, ranging from an initial
high-level determination of facility
requirements through to a detailed
analysis of passenger flow and
operational procedures. During the
concept phase of a project, the key
requirement is often to determine
the number of facilities needed,
or the resulting service levels,
such as queue length and waiting
times. Output in the form of data
and charts is sometimes all that is
ABOVE LEFT: Functional high-level CAST simulation model; ABOVE RIGHT: Visual 3D detailed CAST simulation model
needed to inform design work and

produce infrastructure plans. Once
proposed designs and layouts are
available, more detailed simulation
may then be required, enabling
further optimization through the
assessment of passenger flows
and congestion.
Finding the right level of detail
and the right type of model is a
challenge, which often involves
attempting to understand not only
the current needs of the project, but
also whether a chosen solution will
be able to adapt to future modeling
and analytical requirements.
Capacity planning
Pickard Associates specializes
in finding the best capacity
planning approach to meet airport
requirements. For this reason, the
company recently chose to use
CAST Terminal to support London
Stansted Airports capacity and
infrastructure planning. By using
CAST, Pickard Associates was able
to quickly develop a functional
model supporting the infrastructure
planning process. Unlike many other
modeling tools, CAST combines
functional high-level modeling
together with detailed 3D modeling
and visualization in a single system.
As a result Pickard Associates was
able to confidently use CAST in the
knowledge that it could be used
to develop an effective functional

model, which could at a later stage
be adapted and developed further
into a more detailed simulation
without any additional tools.
Commenting on the decision
to use CAST, Chris Pickard,
owner of Pickard Associates,
explains, There are times when
a full 3D model and visualization
is ideal, particularly for engaging
stakeholders. However, through
extensive experience at airports like
London Heathrow, we know that
there are also times when functional
modeling can provide the fastest
and most cost-effective solution,
especially when supporting highly
experienced and analytical teams
such as the team at Stansted.
Giulio Leucci, Stansted Airports
head of airport development,
agreed, adding that through
functional modeling they were
quickly able to review the demand
and capacity at Stansted in a highly
effective and cost-efficient way.
CAST Terminal
CAST Terminal was initially
developed to provide a tool that
could be used throughout a
projects life from concept planning

through to detailed 3D congestion
modeling and visualization.
Functional modeling in CAST
allows the user to simplify models
by representing an airport terminal
as a simple flow chart, combining
multiple processes into a single
object. Due to the simplification
of the model and parameters, it
is possible to quickly run multiple
scenarios and sensitivities. Levels
of detail can be used in a flexible
way and combined within a single
overall model. Often a simple
functional model is developed
in the initial phase of a project,
with more detail and complexity
added later, resulting in a full
visualization based on the same
base assumptions and data.
This modeling approach enables
the user to find the right level
of detail for a project, with the
confidence that if the requirements
change, the model can be adapted
and developed to meet their needs.
CAST Terminal is part of the
CAST Airport Simulation System
developed and distributed by the
German company Airport Research
Center GmbH.
AIRPORT RESEARCH CENTER

READER
INQUIRY
114
Passenger Flow Management Solutions

Gunnebo equips airports around the world with solutions which simplify the passenger experience by reducing passenger
Gunnebo
equips
airports
around
world
with solutions
which
simplify
the passenger
experience
by reducing
passenger
queuing
time
and
providing
faster
passenger
flow
through
the
airport
to airside.
Gunnebo
equips
airports
around
the
world the
with
solutions
which
simplify
the passenger
experience
by reducing
passenger
queuing time and providing faster passenger flow through the airport to airside.
queuing time and providing faster passenger flow through the airport to airside.
Automated processes for pre-security, boarding and immigration provide fast and efficient movement of passengers
Automated processes
pre-security,
boarding and immigration provide fast and efficient movement of passengers
without
compromising
strictestforsecurity
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Automated
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for pre-security,
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and immigration provide fast and efficient movement of passengers
without compromising the strictest security demands.
without compromising the strictest security demands.
For enquiries: airport.entrancecontrol@gunnebo.com

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all systems go
A combination of ergonomic design and cutting-edge technology is
transforming the self-service baggage handling system at Aalborg Airport
DSG and Marcus Pedersen
are launching Air.Go, a
revolutionary self-service bag
drop in Aalborg Airport (AAL),
Denmark. The bag drop is
designed to put passengers in
control, reduce the time spent in
line and eliminate errors in
baggage handling. The bag drop is
customizable, and AAL has chosen
to adopt an RFID-based solution
provided by Lyngsoe Systems. It
enables passengers to move
through the check-in process faster
and more efficiently.
Many airports have check-in
kiosks where the passengers can
check in and print boarding passes
and tags for their bags. Air.Go
extends such self-service to the
bag drop itself. Traditionally, once
passengers have checked in, they
have to hand over their baggage
to airport personnel at a manned
or self-service bag-drop station.
Air.Go replaces the staffed solution
and enables passengers to travel
through the airport faster and
more efficiently while freeing up
staff to help passengers in need of
personal assistance.
There is no doubt that Air.Go
will lead to increased productivity
during the check-in process. We

remove the traditional manned bag
drops, and by doing so enable staff
to provide a better service to the
passengers on the airport floor,
comments Kim Bermann, COO,
Aalborg Airport.
Designed for passengers
Design-wise, Air.Go stands out from
the competition through modern
simplicity. The bag drop sports a
friendly design with soft curves for
a timeless, modern look. The front
is designed to look like a gateway
rather than a machine, because
large machinery can appear
intimidating and complex to use.
Unnecessary details have been
removed to ensure passengers
arent distracted from the interface.
We spent many hours
studying airport processes around
passengers before we made our
first design iteration. Our designer
Sara Clement left nothing to
chance in the design. Everything
is well thought-out, from the
exterior appearance to the human
interaction, says Niels Marcus
Pedersen, CEO, Marcus Pedersen.
The whole system is centered on
a Microsoft Surface Pro tablet, with
ABOVE: The Air.Go self-service

bag-drop station at Aalborg Airport has
been designed to help expedite the
passenger check-in process
software and hardware provided by

DSG Systems. Lyngsoe Systems
provides the RFID technology that
combines it all.
By using RFID technology,
the label is read automatically,
thereby reducing manual handling
and the risk of errors, which
brings the passengers improved
comfort and speeds up the flow,
explains Georg Steen Christensen,
department manager, data capture
development, Lyngsoe Systems.
Versatility through modularity
RFID technology in airports is not
new; the novelty relates to using
this technology only to identify
and process baggage through
the bag drop. Usually self-service
bag drops use either automatic or
handheld barcode scanners, where
the passengers manually scan their
luggage before it is processed. The
advantage of using RFID tags and

antennas is to eliminate this user
action. With Air.Go, the passenger
simply tags the bag, drops it on
the conveyor belt, and then the
luggage is automatically scanned,
weighed and processed.
Air.Go has the ability to be
customized to suit the needs of
individual airports, by adding
hardware such as scanners for
passports and boarding passes;
biometric facial recognition;
fingerprint readers; a terminal for
paying for overweight luggage;
printers for boarding passes,
baggage tags and heavy tags;
and cameras for documenting the
condition of the luggage at
check-in for insurance purposes.
All of these additions can be
added as modules, courtesy of
the modular design of the Air.Go
bag drop. This makes the solution
flexible in an industry where the
demands for technology and
integrated hardware change rapidly
to comply with customer demands
and security.
MARCUS PEDERSEN
READER
INQUIRY
115
FROM THE PUBLISHER OF PASSENGER TERMINAL WORLD
DO YOU NEED BETTER

WEATHER PREDICTION
TECHNOLOGIES
AND SERVICES?
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For further information please contact Simon Willard at:
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Tel: +44 1306 743744 Email: simon.willard@ukipme.com
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www.kaba-gallenschuetz.de
a local-global outlook
Seating suppliers need to understand the local environment and each
airports individual needs if they are to compete on a global scale
Passenger terminal design is
continually evolving as new
technologies come to market and
more adventurous concepts are
implemented Shenzhen Baoan
International Airports futuristic
structure is proof enough of this.
In line with architectural trends,
the flow and design of an airports
interior spaces is also changing
in an effort to further enhance the
passenger experience a move
in part prompted by the higher
demand now placed on comfort
and the inclusion of the latest
tech accessories.
Public seating specialist Zoeftig
the worlds only multinational
specialist airport seating
manufacturer has been at the
forefront of this evolution, supplying
many of the worlds major airport
terminals across every continent.
The companys continued success
reached a high point at the end of
2014 with the signing of a major
supply deal with Dubai International
Airports Concourse D/4 and
Terminal 1 and putting pen to paper
on a deal with a leading airline.
Supplying global markets
requires an in-depth understanding
of the culture and business
practices in each territory its not
simply a matter of following a brief
and delivering the goods. This
local-global ethos has been central
to Zoeftigs success in recent years,
particularly the past two, during
which the company has witnessed
accelerated growth.
Global expansion
Zoeftigs HQ in the UK has long
been a hub for seating design and
innovation, and the companys
commitment to widen its global
reach and embed the brand in
its key territories has been further
strengthened with the opening
of satellite offices in Chicago
(serving the USA, Canada and the
Caribbean); Dubai (serving the

Middle East); and Brazil (serving
South America). This range will
be expanded further in 2015 with
the opening of a new premises in
Asia. It is this commitment that has
shaped the companys success on
the global stage.
Major supply deals with the
likes of United Airlines and the
Dubai Tram network and Dubai
Metro, and winning the contract
to supply the Brazilian airports
serving the FIFA World Cup and
the forthcoming Olympic Games
in 2016, have accelerated Zoeftigs
position on the world stage and
also highlighted the importance of
a design approach that places high
value on forging close links with
architects and designers.
Zoeftigs presence locally, in
each of its key territories, ensures
that each project can be uniquely
tailored and draw from a rich pool
of local knowledge and expertise.
For those commissioning projects,
knowing that the chosen supplier
is already invested in the local
economy and its growth is a key
factor and one that has proved
central to Zoeftig securing deals in
the likes of the UAE.
ABOVE: Airports can choose from a range of colors, materials and configurations
Installing terminal seating in

countries as diverse as the UAE,
Brazil, China and the USA means
that a different approach is needed
for each, in terms of design and
flow, but also with regard to which
seating solution will work best for
the specific environment. Research
and development is central to
Zoeftigs offering, which involves
assessing footfall, measuring
demand for seating, and numerous
other considerations such as
whether there is a need for
in-seat power or different seating
configurations such as cluster,
curve or linear.
In-seat power
One of the most notable trends
in the market is the demand for
in-seat power solutions, enabling
travelers to work, recharge batteries
or simply browse using their
iPads or tablets. A major bugbear
for frequent fliers today is the
lack of free facilities that enable
commuters to work on the move,
so this shift toward an intelligent
in-seat power solution is a key
factor in the design process and

one in which Zoeftig has been an
innovator, with some customers
even opting for a complete
overhaul of terminal seating to
include power.
This tailor-made touch has been
at the heart of Zoeftigs offering for
a long time, and recognizing the
importance of power alongside
the demand for alternative seating
configurations, unique colorways
and myriad material options
has helped the company secure
many of its recent high-profile
contracts. Zoeftigs supply of
seating in Brazils national colors
in preparation of the FIFA World
Cup is just one example of the
companys flexibility.
In other instances, more robust
fabrics and finishes might be called
for, but it is this attention to detail
and a genuine understanding of
the local environment that has
resulted in Zoeftigs continued
expansion into the global seating
market, with unrivalled design
and innovation a common theme
running through all its projects.
ZOEFTIG
ABOVE: Zenky seating solutions at
Dubai International Airport

READER
INQUIRY
116
taking ownership
Can airport colonialism meet the needs of developing nations airports?
Among the many faces of
colonialism was the notion
held by the colonizing powers that
the indigenous people were
incapable of managing, learning or
conducting intellectual work. So
the management decisions with
respect to what was invested, what
projects were undertaken, how
infrastructure problems were
solved, who was eligible for
inclusion in succession planning,
and how the future was confronted
were made by the colonial powers
own people in their home countries
while the locals followed orders to
implement those decisions.
The relevance to this article
concerns the capabilities of the
indigenous people to run their
affairs when the colonizing power
finally left. Unless there was a
conscious effort by the colonizing
power to inculcate the same sense
of operating principles and thinking
within the indigenous people as
they used themselves i.e. trained
and nurtured the indigenous
people for leadership and technical
positions in the same way as the
citizens of the colonizing powers
the outlook was not favorable for
the continued prosperity or stability
of the colonies once independence
was attained.
ABOVE: Antigua V C Bird International

Airport has installed an airport
simulator and the indigenous staff have
been trained through an initiative from
the Jamaican-American CEO
BELOW: Cairo International Airport
maintains an airport simulator and has
indigenous staff trained by an initiative
from Fraport Airport Services Worldwide
Airport privatization
In the airport business, in the last
three decades or so, we have seen
governments in politically and
industrially stable and developed
areas such as Europe, Canada,
Mexico, Australia, New Zealand,
Argentina and South Africa
implement airport privatization.
Some have gone further and
forced a breakup of the ownership
of multiple airports owned by
a private concern where it was
deemed in the best interest of the
public and the competition. These
countries have mostly successful
models of divestment as the new
owners or lessees shared the
same values and management
sense and there was effectively
no distinction between the people
of the government and the new
owners. However, this is not always
the case when the governments
are in developing countries and the
new owners or managers are from
industrialized countries.
The industrialized countries

successful private airports have
set up companies that, jointly with
investors, have provided airport
development and management
services to less developed
countries, and business models
such as build-operate-transfer
(BOT) have become common
among governments struggling to
make a success of their airports.
Such governments have invited
these industrialized airport
operators service companies and
investors to take over their airports
and run them with agreements
spanning from 10-30 years, offering
the incentive of profit in exchange
for investment and development of
national resources and assets.
Self-sufficient management
We see many approaches from
the new owners or managers
regarding the development of
non-industrialized or developing
nations airports, and involvement
of the indigenous people at

various levels of management and
planning. Almost without exception,
all have produced airports that
have improved profitability, levels
of service to passengers and
revenues for the government.
However, not all have taken a
view to developing local staff to
eventually become self-sufficient in
the development and operation of
their airports.
Some continue to send their
own senior management to run the
airport and use local staff only for
the implementation of decisions
made at the headquarters of the
service providers or managers.
Others have engaged local staff
and attempted to bring them into
the fold by training them with
their own staff in the practice of
airport management and planning.
From the perspective of any
government, the latter group is to
be commended while the former
needs to be realigned with the
long-term national objectives of
these governments.
Realignment is often not
possible after the agreements for
periods of two or three decades
have been set. The time to set
the conditions is of course when
the terms of the engagement
with these service providers or
managers are being defined.
Developing skills
However, the challenge for the
new owners or managers, whether
forced by agreement in the terms
of engagement or by corporate
conscience, is how to accomplish
the indoctrination of local staff with
varying cultures and work ethics,
and convert them into solid and
effective decision makers at the
senior and middle management
levels, as well as in the technical
arenas of planning, so that they can
be interchangeable with the new
owners or managers own staff.
It is not just an issue of

indoctrination, but the development
of skills and a mindset for decision
making as undertaken by the staff
of the service providers from the
industrialized countries airports
that makes interchangeability a
commercially viable option and,
as a side benefit, prepares the
locals to truly take over when
BOT is implemented.
One of the best vehicles for
developing airport staff at the
operations and planning level
is the airport simulator. It has
the potential to move all staff,
ABOVE: There is no locally

installed airport simulator for
indigenous staff at Lynden Pindling
BELOW: Curacao Hato
International Airport has an airport
simulator installed and indigenous
staff were trained through an
initiative by the Swiss COO from
Zurich Airport
not just indigenous staff, toward

the objective of management
and planning of airports much
more cost-effectively and quickly
than any other technique, such
as shadowing or attendance at
industry courses during which
practitioners describe what
has been done but hands-on
experience is unavailable. Just as a
pilot is trained in a flight simulator,
an airport simulator can train and
enable the testing of candidates for
airport management and planning
positions in terms of their aptitude
and capability.
Some enlightened new owners
and managers have placed airport
simulators such as ARCport
with the airports within their
responsibilities and used them
for training of all staff, not just the
indigenous staff, thereby promoting
interchangeability for the mutual
benefit of their own organizations
and the governments with whom
they have contracted.
about the author

Article written by K Romi Singh of
Aviation Research Corporation
speedy service
Baggage drop is made easy with one-step and two-step self-service solutions
DSG Systems biggest
success is the delivery of its
self-service bag-drop (SBD)
solution, which has been installed
throughout the world. DSG has
implemented more than 100
bag-drop units in eight countries,
and has become a leading supplier
of SBD in the Nordic region, with
projects and installations at all the
main airports in Scandinavia.
DSG is currently implementing
new bag drops at Billund Airport
in Denmark, Keflavik Airport in
Iceland, Madrid and Barcelona
airports in Spain, Gothenburg and
Stockholm/Arlanda airports in
Sweden and many more.
Retrofit solution
The retrofit SBD is a highly flexible
solution for check-in operations. It
enables fast and easy conversion
between SBD mode and a
manually operated check-in desk,
as many customers prefer to have
a fall-back option. This solution has
the advantages of easy installation
and seamless integration into the
existing check-in desk.
The exterior was designed in
collaboration with the Danish
designer Anders Boel.
Fixed solution
DSG is proud to introduce Air.Go,
the latest product in its bag-drop
family. The company made the
exterior design in cooperation
with the Danish design company
Marcus Pedersen. This innovative
solution can be fitted with the same
functionality as the retrofit solution.
An existing check-in desk may
be converted into an Air.Go or this
SBD may be installed as a new
bag-drop station. The option of
manual operation is still possible
through the use of a mobile checkin unit together with the bag drop.
It is a modular system, making
it possible to add or remove
functionality and features simply
and at low cost.
LEFT: Touchscreen user interfaces

make the SBD station simple to use
BELOW: DSG has fitted its latest SBD
solution at Aalborg Airport in Denmark
Both solutions may be operated

in one or two steps, depending
on the features installed. The
two-step approach means that the
passenger uses the kiosk to check
in and receive baggage tags. After
attaching the tag to the bag, the
passenger may drop the bag off at
any SBD station.
However, many travelers prefer
online check-in. The one-step is an
alternative approach, where these
users may go directly to the bag
drop, receive tags from the SBD
and drop off their bag. All handling
is done at one location.
The following features are
available on all of DGSs SBDs:
touchscreen operation with
modern user interface for
passengers, bag tag printing,
receipt printing, manual/automatic
barcode scanning, RFID bag tag
reading, boarding pass scanning,
passport scanning, NFC access
management, intrusion detection,
length/height check, weight,
payment solution and more.
DSG, in partnership with Marcus
Pedersen, has recently launched its
new solution with RFID at Aalborg
Airport in Denmark.
over 22 countries and thousands

of airport professionals met at
Singapore Expo on January
21-23, 2015. People from all over
the world met to discuss, learn
and discover the latest trends,
technologies and enhancements to
improve the operational efficiency
of airports.
DSG Systems and Marcus
Pedersen attended the Inter
Airport South East Asia exhibition.
DSG presented its complete SBD
Inter Airport Singapore

Over 100 of the worlds leading
airport equipment suppliers from
DSG SYSTEMS
product line live and in operational

condition. Customers experienced
both DSGs SBD systems, the
SBD.Monitor and its newest
SBD.Dashboard.
We had an amazing time
at Inter Airport Singapore. The
feedback we received both during
and after the event has been
overwhelming. We have had many
customers visiting our stand and
we look forward to participating at
Passenger Terminal Expo in Paris,
says DSG Systems managing
director Idar Srgjerd.
On show in Paris
DSG Systems, together with Billund
Airport, will also participate at
this years Passenger Terminal
Conference in Paris. The company
will present news within the bagdrop industry, and show how its
SBD solution affects passengers.
We look forward to cooperating
with Billund at the conference. We
believe that this presentation will
give our customers an interesting
learning experience of our
solutions, explains Srgjerd.
Innovation is an important key
to DSGs core values, and the
company believes it is important
to follow the progression and stay
ahead of the technological curve.
The company is therefore
constantly developing and
improving its products. These new
products will be on show on stand
5045 throughout the three-day
Passenger Terminal Expo at Porte
de Versailles in Paris, France on
March 10-12, 2015.

READER
INQUIRY
117
Facing competition from the Middle

East and a decline in passenger
growth rates, what does the future
hold for Europes hub airports?
Are EU airports
ready for the lifting
of restrictions on
liquids, aerosols
and gels?
PASSENGER
TERMINAL EXPO
BUSINESS
INTELLIGENCE
The fight between airline brands for

frequent fliers has become serious
business in the airport lounge
HEATHROW T2
Why retail
managers need a
firm grip on flight
and passenger data
Out of
this world
Science fiction
to science fact:
spaceports start
to take shape
20
th
ANNIVERSARY
YEAR
POP-UP RETAIL
New retail
concepts are
bringing local and
unique offerings
to passengers
The top 10 things

not to be missed
at this years
conference and
exhibition
Soft target
A soft opening
should ensure
Heathrows latest
terminal makes
headlines for all
the right reasons
INTERVIEW
IATAs head of
strategy, Stphan
Copart, talks
about the future
of check-in
Find out whats

in store at this
years expo in
Barcelona
| MARCH 2015
MARCH 201
5
PASSENGER TERM
INAL WORLD
: CHANGI T4
#WinAFree
Flight!
| DIGITAL SIGNA
GE | CUSTOMER
#FreeWi-fi!
PASSENGER
TERMINAL EXPO
2015 SHOW
PREVIEW ISSUE!
On message
Practical tips on how to increase
revenue and enhance the passenger
experience through social media
RETAIL DESIGN
NARITA T3
Airport concessions
can maximize
retail revenue with
passenger-friendly
store design
The rising number

of low-cost
passengers calls
for ingenious
design solutions
Collision cour
se?
Avoid disast
er thr ough a
successful Op
Readiness an
erational
d Airport Tra
nsfer (ORAT)
program
EXPERIENCE
| VIP TERMINALS
| RETAIL STRAT
EGY |
IATAs Smart
Security program
unveils its firstgeneration
security
checkpoints
#Business
TravelTips
IN THIS ISSUE
SECURITY
Could the use

of biometric
technology make
boarding passes
and passports
obsolete?
BIOMETRICS
IN THIS ISSUE: NARITA AIRPORT | HOLDING ROOM DESIGN | UNRULY PASSENGERS | SHOP DESIGN | FUTURE-PROOFING
SITAs top man

in Europe, Dave
Bakker, shares his
vision for the future
passenger terminal
experience
JANUARY 2015
SEPTEMBER 2014
IN THIS ISSUE: SMART SECURITY | BIOMETRICS | LONDON HEATHROW INTERVIEW | FUTURE TECHNOLOGIES
NO MORE SHOPS. GARDENS

FOR HIRE. DIGITAL ASSISTANTS.
BAGGAGE ROBOTS.
JOIN US IN THE YEAR 2034
SITA INTERVIEW
PASSENGER TERMINAL WORLD | JANUARY 2015
PASSENGER TERMINAL WORLD | SEPTEMBER 2014
THE FUTURE ISSUE
@John:
we have
found your
baggage!
duty-free
discount!
PASSENGER
TERMINAL EXPO
Your flight
BA792 is
closing in
10 minutes!
10%
St Petersburgs
new terminal
prepares for
its December
opening
JANUARY 2014
ANNIVERSARY
YEAR
IN THIS ISSUE: AL MAKTOUM INTERNATIONAL | POP-UP RETAIL | IATA INTERVIEW | SPACEPORTS | TERMINAL DESIGN
The winner of
the 2014 seating
competition is
revealed!
MARCH 2014
DESIGN
CHALLENGE
How building
information
modeling can help
improve operations
ASSET
MANAGEMENT
PULKOVO
How interactive
experiences
and sponsorship
campaigns can
benefit both
airport and brand
IN THIS ISSUE: HEATHROW T2 | BUSINESS INTELLIGENCE | AIRLINE LOUNGES | INTERACTIVE DISPLAYS | MUMBAI AIRPORT T2
The do-it-yourself
approach is taking
over the baggage
drop-off process
ADVERTISING
PASSENGER TERMINAL WORLD | JANUARY 2014
JUNE 2014
IN THIS ISSUE: HAMAD AIRPORT | CLOUD COMPUTING | BAGGAGE | SEATING CHALLENGE | BUILDING INFORMATION MODELING
BAGGAGE
HANDLING
Airports that are

taking the hassle
out of passenger
flight connections
PASSENGER TERMINAL WORLD | JUNE 2014

ANNIVERSARY
YEAR
Silver lining
CONNECTING
FLIGHTS
From the weird

to the wonderful:
concepts that
could change
airport seating as
we know it
LIQUIDS
SCREENING
Cloud computing can help airports slash

operational costs and reduce overheads, freeing
up cash to invest in the passenger experience
SEATING
www.PassengerTerminalToday.com
Local brands
continue to make
their mark on
the US food and
beverage sector
Is behaviour detection the best

defence against terrorists?
F&B FOCUS
How in-terminal
magazines are
helping to put
airports firmly on
the map
Airbus Bag2Go
latest news; IATAs
InBag initiative;
and how airports
are combating
baggage theft
Trading places
IN THIS ISSUE: PULKOVO AIRPORT | INTERACTIVE ADVERTISING | BEHAVIOUR DETECTION | BORDER CONTROL | LAGS
MAGAZINES
BAGGAGE
The top ten things

not to be missed
at this years
conference and
exhibition
SEPTEMBER 2013
JUNE 2013
IN THIS ISSUE: CHRISTCHURCH AIRPORT | FLIGHT CONNECTIONS | IATA INBAG | BAGGAGE FRAUD | SEATING
IN THIS ISSUE: QUEEN ALIA INTERNATIONAL | RETAIL TRENDS | PRIVATISATION | MAGAZINES | PRT SYSTEMS | LOUNGES
The pros and cons of

airport privatisation
PASSENGER
TERMINAL EXPO
PASSENGER TERMINAL WORLD | SEPTEMBER 2013
MARCH 2013
PASSENGER TERMINAL WORLD | JUNE 2013
Formula for
success?
Spot the
difference
ORAT
See you in Paris

!
UKIP Media &
DIGITAL
SIGNAGE
Maximize reve
nue
and increase
passenger
engagement
Events Ltd
Passenger Terminal World is the worlds leading magazine in the field of airport
terminals, covering critical industry developments and the rapidly changing
passenger experience, from the latest new terminals, through to the best security,
check-in, baggage handling and retail innovations.
TOP 10 THINGS
TO SEE AT
PASSENGER
TERMINAL
EXPO 2015
published by
www.PassengerTerminalToday.com
www.passeng
erter
Visit our website to read the latest issue online, register for your FREE copy and
access our digital archive of previous issues, as well as discover all the latest news.
minaltoday.co
CUSTOMER
EXPERIENCE
Dubai Airports
shares its
thoughts on its
customer visio
n
128 NOW ARRIVING
Suspect bag tracking

Air travelers are constantly looking for a better
passenger experience in the air and in the terminal. It is a challenge
for airport authorities to provide this without compromising on
security. It is an even bigger challenge to ensure that ordinary
travelers are not subjected to any inconvenience while being
scanned for contraband.
A leading airport in the Middle East wanted an alternative
solution to screening every passengers bag when exiting the
airport, without compromising on security. The airport operator
wanted a technology-based solution that would help it to achieve
this objective. The end result was the implementation of TrackITs
EnTrackBag to screen suspect bags.
EnTrackBag uses RFID technology to track suspect bags. Once
such a bag is tagged with an RFID tag, it can be tracked at several
key locations before it alerts the officers at the main exit. The system
has the capability to unobtrusively track the suspect bag within the
terminal. The system also has the capability for different levels of
alert based on the significance of the suspicious item in the bag.
The system can be integrated with CCTV camera systems, which
provide an extra pair of eyes in tracking movement within the
terminal. The system can also be integrated with baggage handling
systems, screening systems and passenger information systems.
With the capabilities offered by EnTrackBag, the airport has raised
security in addition to enhancing the passenger experience.
TrackIT, headquartered in Dubai, UAE is a focused tracking and
visibility solutions provider to airports. TrackITs EnTrack suite of
products enable security, operational efficiency and increase nonaviation revenue in airports. EnTrackBag is the only fully functional
suspect bag tracking system adopted by multiple airports around
the world.
TrackIT is at Passenger Terminal Expo 2015 at Porte de Versailles,
Paris [hall 4, stand 3070], and the Airport Show, Dubai, to exhibit
how EnTrack products enable modern airports to optimize security
and operational efficiency.
Genetec, a global provider of unified video surveillance, access

control and license plate recognition, works with leading
airports around the world to ensure the security and efficiency
of their operations. At Passenger Terminal Expo 2015 (March
10-12) the company will be showcasing Security Center, its
unified security platform, which seamlessly blends IP video
surveillance, access and automatic license plate recognition
(ALPR) within a single intuitive interface.
Safeguarding the millions of passengers that travel through
air terminals daily is the most central concern. However, airports
are fundamentally businesses with substantial retail operations
and each is vying for a bigger piece of regional or international
travel. Its important that security investments can be leveraged
to streamline businesses and processes, enabling staff to offer
the best customer service and get passengers through the
terminal quickly, with minimal hassles and interruptions.
As an open platform, Genetec Security Center assists
airports every step of the way in meeting these requirements.
In fact, airports such as Amsterdam Schiphol deploy Security
Center from the moment passengers turn on to the roads that
service the airport right up until the flight departs.
Genetec AutoVu ensures that airport parking runs as
efficiently as possible by keeping track of all vehicles coming
and going at all hours of the day and acts as an early warning
system for the arrival of suspicious vehicles. It can also be
combined with video analytics to improve traffic flow or with
access control technology to offer an automated pay-by-plate
parking service.
Inside the terminal, Genetec Omnicast video surveillance
and Genetec Synergis access control provide personnel with
the right access to perform their tasks and ensure that all areas
are appropriately monitored and protected. On the tarmac,
intrusion and perimeter protection can automatically alert staff
to any potential security breaches.
For more information on Genetec and its solutions please
visit stand 4024 at Passenger Terminal Expo at Porte de
Versailles in Paris, France.
GENETEC
TRACKIT
To learn more about this advertiser,
visit www.ukipme.com/info/ptw NOW!
READER INQUIRY NUMBER
Efficiency and
security
118

119
NOW ARRIVING 129
Gateway security
Founded in 1981, the Mhlbauer Group
has grown into a leading global player in
the security sector. With 35 production and
service locations worldwide, the group has
created a strong competence network around
the globe and has established itself as a
competent partner dedicated to implementing
security systems. Mhlbauer specializes in
innovative end-to-end solutions focusing on
the production, personalization and issuance
of ID documents, and comprehensive border
management solutions (MB Idverso) enabling
the reliable identification and verification of
individuals and documents. Vision inspection
technologies as well as semiconductor and
RFID applications complete the companys
portfolio. In order to enhance Mhlbauers
competences and to provide the customer
with optimized solutions, the group
continuously invests in the latest technologies
and innovative processes. Mhlbauers
clients benefit from three decades worth of
experience gained in leading no fewer than
300 ID projects.
Mhlbauers Integrated Border
Management solution architecture is
based on flexible customizable software
modules. The design is driven by todays
border management challenges, best
practices and international guidelines and
programs. In order to implement Integrated
Border Management solutions, Mhlbauer
determines the basic specifications such
as border types, needed functions, project
dimensions including traveler volumes,
and the incorporation of interfaces
and information systems. The modular
architecture enables the firm to provide
tailor-made solutions for different countries
and customers based on their individual
regulations and requirements.
The MB Fast Gate series, designed
according to the Frontex best-practice
technical guidelines for ABC systems,
combines modern, cost-efficient design
and the latest technologies to accelerate
and secure border control. Based on a
user-centric approach, the FAST GATE
supports all eMRTD, ePassports and eID
cards and enables individuals to perform
fully automated border crossing in a smart
and rapid way. Characterized by a modular
hardware and software architecture, the
MB Fast Gate achieves the highest security
standards and can be flexibly integrated into
any environment.
MHLBAUER
120
Sortation technology
Alstef has signed two contracts
for baggage handling systems
(BHS): one for an automatic
sortation system at Zagreb
Airport in Croatia, and the other for EuroAirport
Basel-Mulhouse-Freiburg in France/Switzerland.
With these two systems, Alstef demonstrates
its ability to propose a range of sortation
technologies in accordance with throughputs
of up to 8,000 bags per hour, and different
functionalities of baggage handling systems.
Alstef will install the BHS for departures and
arrivals, including check-in, screening using
Standard 3 technology, automatic sortation for
departures and reclaim carousels for arrivals.
The automatic sortation system is based
on a carousel with high-speed diverters,
a technology that was chosen due to the
projects special requirements:
Medium throughput with few positions;
Only part of the throughput is handled by
the automatic sorter;
The automatic sorter is also used to
store suspicious bags during the screening
operators decision time;
Additional sortation positions will be added
in future phases when the capacity of the new
terminal is increased.
The carousel with high-speed diverters is

the most suitable for this project, due to its
simplicity, reliability and cost-effectiveness for
medium-capacity sortation (with a redundant
friction drive arrangement).
In EuroAirport, Alstef will automate the
baggage sortation and increase the capacity
of the BHS by replacing the existing make-up
carousel with a cross-belt sorter.
The cross-belt sorter has the following
advantages for this type of project:
High capacity (more than 8,000 bags per
hour) to cope with the traffic peaks;
Very compact solution (a cross-belt sorter
requires less height than a tilt-tray sorter);
High unloading precision (fewer mis-sorts
than with tilt-tray sorters);
High reliability.
These two automatic sortation systems, with
automatic baggage handling systems supplied
by Alstef, will be managed by the Bagware
software suite including SAC, Data Storage
and SCADA functionalities. The two systems
will be in operation by mid-2016.
ALSTEF
121
Independent boarding
In the last months of 2014, Boon Edam won an
order for the installation of its Airport Swinglane selfboarding security lane at Xiamen International Airport
in China. These lanes will be the first self-boarding
lanes in China not to be installed as part of a pilot program.
Xiamen Airport is one of the busiest airports in China, with
nearly 20 million passengers in 2013. Like many airports in China,
Xiamen is one of the front runners in the implementation of selfservice in the airport terminal.
The link with Amsterdam proved advantageous to Boon
Edam. The company is headquartered in the Netherlands and
the Dutch Consul General supported Boon Edams bid. Boon Edam and representatives of
Xiamen Airport first met during the China Airport Check-in Summit in Shanghai. After close
consideration of all competitors, the airport ultimately decided to award the order to Boon
Edam. The companys design of the Airport Swinglane self-service boarding gate, with an
efficient add-on, was better suited to the Chinese market. In a quick turnaround, the Airport
Swinglanes were installed at Xiamen Airport at the end of 2014.
The same technology that was installed in China will be on display at Passenger Terminal
Expo 2015. As every airport is unique and the processes are always slightly different, it is
important to ensure that the self-service solution selected meets the specific requirements
of the airport. Boon Edam has a long history of working with airports to optimize processes.
Together with the customer, Boon Edam determines the requirements and meets them with
full-service secured-entry solutions that can be customized to blend in perfectly with the airport
environment. Visit Boon Edam on stand 5075 to
ROYAL BOON EDAM
learn more about the technology installed in China
and how it can be customized for each airports
requirements.
122
130 NOW ARRIVING
Smart airport signage

Improving the passenger experience,
optimizing traveler flows and increasing
revenue generation are just a few of the
focus areas for airports nowadays. The digital
displays you find everywhere in airport terminals can play an
important role in this. To optimally exploit the possibilities for
display communication at airports, Net Display Systems has
introduced the Smart Airport Signage concept.
Most airports have all kinds of display solutions, such as
FIDS and an advertising system, which all run as separate
solutions, says Arthur Damen, chief marketing officer at Net Display Systems. The basic idea
of our Smart Airport Signage is to integrate these systems into one airport-wide digital signage
solution. This gives an airport the opportunity to flexibly use each screen in the terminal
building individually and thus optimally, meet the display requirements of the moment.
Leading passengers to restaurants to make a flight delay profitable, showing public
announcements on digital menu boards or using all the screens in a certain area for an
emergency evacuation message, are just a few of the many possibilities. With the newest
technologies that are available today, nearly anything is possible.
With more than 20 years of experience in providing high-end digital signage software for
all types of applications, with the airport industry as a specialty, the company knows what it
is talking about. Damen adds, Airports usually have all kind of information available in their
organization. Its often a matter of bringing the information together and having it displayed on
the screens. As database connectivity experts, we know exactly how to do that. With dynamic
content that automatically responds to situation changes we can go even further and make
display communications really smart.
NET DISPLAY SYSTEMS
To experience the Smart Airport Signage
concept in a live setting, visit stand 6105 at
Passenger Terminal Expo.
123
Managing resources
Deciding on the number of employees
needed to complete a job versus the budget
available can be difficult for many airport
operators but AviaSofts software solution
can help. It calculates the number of staff
needed to service the flight schedule, airlines
and many more peripheral factors that affect
staff numbers. Every worker is assigned to a
flight and has a clear view of operations for the
month ahead. However, if something changes
to the flight schedule owing to delays, then
shifts can be moved automatically on the
Daily Schedule and this data is sent to the
employees personal mobile device, which
might be a cell phone or a tablet.
The airport operator can fully control the
flow of employees within the terminal via their
mobile devices. The AviaSoft solution receives
data from the departure control system about
the progress of passengers at check-in and the
quantity of baggage loaded at the aircraft, and
by reading this data, the system can estimate
the time required to finish the handling. Using
this calculation, the AviaSoft system can adjust
the number of employees and man-hours
spent serving a particular flight and direct
them to where they are really needed. In order

to do this, the automatic scheduler changes
shifts dynamically, moving staff servicing one
flight to another, depending on the current load
of the aircraft and other factors including the
passenger list, time to departure, and speed of
check-in and boarding.
Every unit of the program combined
together gives a powerful tool in the
management of human assets at the airport.
Additionally AviaSofts clients receive even
more benefits by using other AviaSoft
modules including DSC, BRS, W&B, GHN,
Airport Documentation and the Airport
Management System. Each module fulfills the
requirements of a typical airport and ensures
that all collected data is complete.
AviaSoft systems can cooperate with the
systems currently used at the airport. They can
maintain all aviation systems as IT support and
remarkably reduce the cost of IT services.
AVIASOFT
124
IT expertise
While supporting an airports
complex operations an
activity that requires extensive
experience TAV IT aims to
employ its team of seasoned
experts to continue to
improve its quality of service
while reducing costs.
One of the industrys
pioneering companies, TAV
ITs accumulated knowledge
and experience in the field
of airport management
systems and applications has
equipped it well in developing
turnkey integrated solutions
for airport infrastructure
systems and redefining processes
whenever necessary to provide further
increased efficiency.
With its broad range of products and
services, including analysis, design,
consultancy, support and maintenance,
TAV IT delivers turnkey solutions for airport
projects. In all new deployments and during
an existing airports redevelopment, TAV IT
ensures that all its customers continue to
receive fast, high-quality service free of any
operational interruptions.
Over 20 airports in Turkey, Europe, North
Africa, the Middle East and the Caucasus use
TAV ITs products and services.
TAV IT supplies integrated products and
services powered by continuous technological
innovation, including:
AODB (airport operational database);
FIDS (flight information display system);
RMS (resource management system);
IB (information broker);
CMS (commercial management system);
CDM (collaborative decision making);
SCS (slot coordination system);
PIDS (passenger information display
system);
TAV Mobile Applications;
VIP and CIP operation and reservation suite;
Eagle lost and found application;
MIS (management information system);
IMS (infrastructure monitoring system);
ERP (enterprise resource planning);
ICT and SAS design;
IT governance;
MSI and program management;
24/7 call center support;
Data center management;
Database and system maintenance.
TAV IT
125
NOW ARRIVING 131
Be prepared
Damarel has been providing departure control
system (DCS) solutions to the aviation industry
for many years. Last year saw a large increase
in the level of interest and discussions about
business continuity for check-in and boarding
in particular.
The repercussions of a DCS failure can
be considerable. Airlines face a direct
financial impact, while ground handlers
find themselves on the front line as queues
build up in the terminal. Passengers expect
continuity of service and they trust aviation
companies to get them to their destinations
without disruption. All it takes is one critical
system outage to break that trust and damage
a hard-built reputation.
In meetings and trade shows around the
world, more people are talking about Backup
DCS. The increased focus has seen aviation
companies implementing solutions that best
suit their operation.
Ground handlers already using Damarels
Local DCS can rely on the system to provide
all the critical check-in and boarding
functions required during a primary system
outage. Airlines take the process further
still, with real-time synchronization of
data between primary and back-up DCS,
particularly in high-volume hubs.
In both cases, passengers experience very

little change to the check-in process and are
kept moving during an emergency. These
companies shine, while the less prepared
switch to stressful, time-consuming manual
processes, with inevitable delays.
Key to the success of any back-up system is
ease of use at short notice. No other system
is easier and faster to learn for the frontline
agent, says the deputy station and quality
manager for Airport Services Leipzig.
For many, business continuity is still just

a concept. But the cost and damage to an
organizations reputation from a DCS failure
couldnt be more real. You cant always
predict the future, but you can be ready for it.
DAMAREL
126
ECO system
Air Support, a company with over 20 years of experience in aviation,
is launching its new ECO module of Mosaic to manage the energy
consumption of entire airport facilities. The modular system is presented
in collaboration with Enel Sole and Schneider Electric, two of the worlds
largest companies in the energy management business.
Airports consume a lot of energy, most of it to maintain the levels
of lighting and air-conditioning of the terminal. The technological
advances of recent years have made it possible to reduce the end users
consumption, but less has been done on complex complete systems.
Mosaic ECO is an innovative rules-based system that can continuously
read the status of entire systems through any kind of sensor connected
to the airport network. Applying the rules, Mosaic communicates
orders and receives feedback to and from the control

equipment in the switchboards. The airports energy
manager can directly set management strategies through Mosaics
simple web interface, setting and controlling even from home the
entire system. Settings and rules are applied and the results are shown
immediately, even remotely, via the web. Often the rules of consumption
optimization are at odds with each other. Mosaic applies special
algorithms to resolve conflicts of adjustment and highlights rules that
are in opposition to one another.
Air Supports long experience in the air transport industry has
been transferred into the ECO module, a unique system that can
simultaneously use information from sensors and from information
higher levels, including scheduling,
changes of gates and flight delays.
The data and the optimization strategy
can be processed on three levels of
optimization up to the use of the most
sophisticated methods of control and
savings strategies.
AIR SUPPORT
127
132 NOW ARRIVING
Hidden capacity
Passenger
flows
The efficiency of processes and the
quality of the experience as perceived
by passengers are closely linked to each
other. That is why Ikusi has devoted all
its experience to technologies and the
development of solutions geared toward
these spheres of airport management.
Ikusi has presented a new version of the
dolphin FIDS 3.0 solution in conjunction
with Samsung Electronics. It incorporates
Ikusis FIDS system directly into the
Samsung Smart Signage Platform (SSSP)
information monitors, without any need
for an external PC and with the resulting
reduction in ownership costs.
Using web-based technology, these
functionalities provide advantages such
as saving time in configuring information
templates, and simplifying installation and
maintenance. This leads to cost reductions
and provides passengers with permanently
updated information.
The company has made a major effort to
innovate in critical infrastructure operation
and this has resulted in spider Pax Flow,
which has come about in response to
the growing need of operators to monitor
the state of the airport globally and
comprehensively.
From various wireless technologies to
video analysis, spider Pax Flow makes it
possible to monitor passengers as they
make their way through the airport, to
determine passenger demand at any
location in the terminal, and to measure
capacity in real time in each part of the
airport. That way, bottlenecks or problems
can be prevented at an early stage
because the operator is in a position to
take proactive steps. These indicators
are obtained by integrating various data
sources and systems, which spider Pax
Flow then turns into knowledge to support
managers decisions in a control center.
It is a process that is bringing us face
to face with what we could call the Airport
of Things: intelligent infrastructure in
which information is constantly gathered,
processed and integrated. The aim is to
ensure that decisions are correctly made
in a collaborative way, that planning is
improved, that resources are optimized,
etc. And as a result, the passenger
experience is improved.
In the next 15 years, air traffic is predicted to double. Airports already

experience pressure to improve their passengers experience throughout all
stages of air travel. Time is the key to meeting this challenge; passengers want more of it
to enjoy airport shops and restaurants. For airport operations, it is increasingly important to
avoid cancellations, and minimize delays and other logistical issues that lead to unsatisfied
customers. How can airport operations make already complex everyday activities even
more efficient?
Safegate Groups portfolio tackles efficiency challenges on three levels in the
tower, on the airfield and at the gate. Many of todays airports were constructed and
put into operation during the 1960s and 1970s, in a period when jet aircraft were only
just being introduced and air travel was booming. The usual way to increase efficiency is
to invest in additional infrastructure. But many airports are finding this option very limited
in scope or simply impossible due to growing residential areas and regulatory issues.
The good news is that quite often the existing infrastructure is used in an inefficient way
and contains hidden and unused efficiency. With Safegate Groups innovative SafeControl
Suite, large infrastructure investments are no longer necessary.
With safety and efficiency as top priorities, Safegate Groups solutions cater to
what airports and passengers value most: time. With Safegate Groups integrated airport
approach, airports can maximize operations and save time for passengers, airlines and
themselves. This means improved efficiency and safety at every stage
of an aircrafts stay at your airport. If flights are
on time, from final approach to take-off, your
SAFEGATE
passengers will be happy. Safegate Group can
check your airport into the future today.
129
IKUSI
128
NOW ARRIVING 133
Loud and clear

AviaVox, a Dutch supplier of intelligent
artificial voice systems, is introducing
two new products at Passenger Terminal Expo
in Paris. First of all, its systems graphical user
interface (GUI) has been entirely renewed. Existing
customers of AviaVox Systems will immediately
identify the changes. Fresh new colors have been
used and the interface has completely been revised
into a modern and easily addressable set of softbuttons and swipeable functions.
Although these changes predominantly concern
the appearance, the real changes are in the AviaVox
software itself. The experienced user will encounter
completely new functions made available through
the new GUI, which is the predecessor for an entire
new range of products and services that will be
launched over the next 18 months. These products
and services will address various web-based
applications, making the systems and solutions
even more powerful than they are today.
The second new product implies a software
solution to export abbreviated essential information
to FIDS screens, and in due course to mobile
devices such as tablets and smartphones. This
solution is not rigid and can be completely tailormade by users to fit in their specific operational
procedures. The customer has a rich set of
choices that can be tweaked or tuned to match
the live announcements being made at a specific
moment, or suppressed in line with a Silent Airport
Policy. The export function is not limited in terms
of languages but can be set so that the local
language, English and destination language can
be read on the FIDS screens. This new feature will
work with most modern FIDS applications.
AVIAVOX
Full-service offering
It has been just over a century since the first scheduled commercial flight, yet the
ascent from land to sky still has the power to astound. Parsons, serving the aviation
market since 1958, achieves a similar effect by working hand-in-hand with airport
owners and stakeholders to deliver innovations that bolster levels of service,
streamline operations, and result in superior facilities.
Parsons is a full-service firm with expertise in all aspects of transportation,
infrastructure, design and construction. Its rail connections are instrumental to the
development of airport cities and hubs; its construction management at-risk project
delivery system has quickly proved to be a preferred choice for airports around the
globe; and its members of staff are proficient in the process of achieving Leadership
in Energy and Environmental Design (LEED) certification.
These are just a few reasons why Parsons is the premier choice for world-class
aviation engineering and construction services. In fact, the corporation has provided
services at more than 450 airports throughout the world and has been involved in
some of the largest and most challenging greenfield airport programs in the world,
including airports in Doha, Abu Dhabi, Incheon, Guangzhou and Athens.
Parsons growing portfolio of airport projects across the world has created the
need for experienced aviation professionals. The company invites you to visit its
stand 7000 at Passenger Terminal
PARSONS
Expo in Paris to learn more about
the companys exceptional career
opportunities in aviation.
130
131
Design that lasts

The white fabric tents that form the roof of
Denver International Airports (DIA) Passenger
Terminal Complex have become an icon
recognized around the world. Inspired by the
majestic Rocky Mountains, Fentress Architects
design is turning 20 years old. The terminal
rises from the Colorado plains to become a
spectacular pavilion covered by one of the
largest integrated tensile membrane structures
in
the world. Set against a breathtaking view of
the Rocky Mountains, this gateway to the west
leaves a lasting impression on all visitors to the
region.
Entering the main terminal, travelers are
struck with the large scale of the Great Hall,
with each of the 34 roofs rising 130-150ft.
The building is art on both the inside and

the outside, and raised the bar for airport
terminal design. The concept of humanism
flows through these gigantic public spaces,
keyed to people and passengers, comforts and
conveniences. Through the use of abundant
daylight and references to the regions context
and culture, the building is as exciting today as
it was 20 years ago.
Fentresss innovative selection of roofing
materials and technology was a sustainable
strategy that has conserved energy and saved
money. The fabric roof transmits enough
daylight to substantially reduce energy needs
for artificial lighting and related cooling loads,
making DIAs passenger terminal complex
one of the worlds largest naturally lighted
structures. The roof design greatly reduced

material requirements in structural steel
and concrete, and embodied energy while
providing a durable, self-cleaning system. The
roofs configuration provides vents for warm air
and reduces cooling energy costs. Passenger
circulation is intuitive and uses organizational
strategies that are sensible and easy to
understand. Its flexibility and adaptability have
allowed the airport and airlines to quickly adapt
to new technology and security measures,
thereby saving them money.
FENTRESS ARCHITECTS
132
630.000.000 passengers
listen to our announcements
At the right time and place,
in their native language
CESSNALAAN 2,
1119 NL SCHIPHOL-RIJK
THE NETHERLANDS
T +31 [0]20 - 31 60 110
E INFO@AVIAVOX.COM
Stand nr.
1010
W W W. AV I AV O X . C O M
PASSENGER
MEDIA STATS 135
TERMINAL
WORLD |
MARCH
MARCH 2015
2015
IN THIS ISSUE:
CHANGI
T4 | DIGITAL
Collision co
urse?
SIGNAGE
Avoid disast
er through
Readiness
a successful
and Airpo
Operational
rt Transfer
(ORAT ) progr
am
| CUSTOMER
EXPERIENCE
| VIP TERMINALS
| RETAIL STRATEGY
| ORAT
Join our LinkedIn group page at

published
TOP 10 THINGS
TO SEE AT
PASSENG
ER
TERMINAL
EXPO 2015
by UKIP Media
See you in
& Events
DIGITAL
SIGNAGE
Ltd
Maximize
revenue
and increase
passenger
engageme
nt
www.pass
Paris!
CUSTOMER
EXPERIEN
CE
Dubai
Airports
shares its
thoughts
on its
customer
vision
engerterm
inaltoday.com
11,159
readers from 151

countries worldwide*
*ABC audited circulation, average net figure Jan-Dec 2013
Latest subscribers
Robert Kikillus, airport operations manager, Port of Seattle
Francois Paradis, architect partner, GLCRM Architects
Paris
See us at Passenger Terminal
Expo and Conference 2015!
Meet the team at the booth
in the foyer.
Passenger Terminal World will
be distributed at Passenger
Terminal Expo and Conference
2015 at Porte de Versailles,
Paris, France on March 10-12.
Well also be at The Airport
Show in Dubai (May) and
AAAE in Philadelphia,
USA (June).
In the next issue
Gerard van der Veer, director, architectural engineering and

building design, NACO
We name the top 10 security technologies
Marco Bresciani, technical director, Aeroporto di Genova SpA
We report on developments in baggage handling

and screening
Franz-Josef Herchenbach, director, portfolio and innovation,

Siemens AG
Mohamed Al Khenaizi, head of continuous improvement,
Dubai Airports
Sophie Speckamp, manager, passenger experience design,
business and premium, Deutsche Lufthansa AG
A look at the latest airport seating trends
How can airports improve their entertainment oering?

The latest airport construction projects... and much more
CONTACT OUR SALES TEAM TO BE INVOLVED.

Damien de Roche, publication director: Damien.deroche@ukipme.com
Website: www.passengerterminaltoday.com
Subscribe at www.ukipme.com/info/ptw
ADVERTISERS INDEX
ADPi ................................................................................47
Aeroports de Montreal ............................................... 86
Air Support ................................................................... 93
Airport Research Center Gmbh ............................... 115
ALSTEF Automation SA ............................................... 107
Arconas ......................................................................... 69
AviAlliance GmbH ....................................................... 64
AviaSoft .......................................................................... 111
Aviation Research Corporation......Inside Back Cover
Aviavox BV ................................................................... 134
BagDrop Systems BV ......................Inside Front Cover
BEUMER Group GmbH & Co KG .................................13
Cognitec Systems GmbH .......................................... 104
Damarel Systems International ................................. 111
Data Modul AG ........................................................... 122
DSG Systems AS ............................................................ 11
eezeetags BV ................................ Outside Back Cover
Fentress Architects ...................................................... 93
Flughafen Muenchen GmbH ..................................... 91
Genetec .........................................................................78
Green Furniture .............................................................9

Gunnebo Entrance Control Ltd ................................ 119
HUB Telecom SA .......................................................... 119
Ikusi - ngel Iglesias SA .............................................. 91
INECO ........................................................................... 104
JBT Corporation .......................................................... 115
KABA Gallenschuetz GmbH ..................................... 122
L-3 Security & Detection Systems .............................. 61
Lockheed Martin UK ................................................... 30
Marcus Pedersen ApS ................................................ 29
Materna GmbH ............................................................ 44
MER Systems Ltd .......................................................... 26
Meteorological Technology World Expo 2015 ........ 121
Mhlbauer GmbH & Co KG ....................................... 66
NEC Display Solutions Europe GmbH .......................53
Net Display Systems ................................................... 107
Nurus ............................................................................. 80
ON-BLOCK GmbH ....................................................... 99
Parsons...........................................................................78
Passenger Terminal Expo 2015 ........................19, 21, 22
Passenger Terminal Expo 2016 .................................. 58

Passenger Terminal World
Online Reader Inquiry Service ........................66, 94
Quintiq Applications.................................................... 89
Royal Boon Edam International BV ...........................97
SafeGate International AB ......................................... 94
Scarabee Systems & Technology BV ........................ 36
TAV Bilisim Hizmetleri AS .............................................34
TrackIT Solutions FZ LLC ..............................................97
Type22 BV ........................................................................3
Vaculex ......................................................................... 99
Vancouver Airport Authority...................................... 82
Vanderlande Industries BV ........................................ 42
Vitra International AG................................................. 56
Wanzl Metallwarenfabrik GmbH ................................75
www.PassengerTerminalToday.com..........................127
XOVIS AG .........................................................................6
Zafire Aviation Software Ltd ....................................... 39
Zoeftig .............................................................................17
136
BACKCHAT
OPENING SOON!
plan ahead
AIRPORT
How important is an operational readiness and airport transfer (ORAT)

program to ensuring new airports are fully prepared for the opening day?
OPENING SOON!
Constructing, testing and opening

a new airport is a complex process
that must be properly managed. As
Jacques Follain, managing director at
Aroports de Paris Management,
explains in Be prepared on page 62,
Airports have become considerably
more complex over the past 20 years,
with more technology and security than
AIRPORT
ever before. Making an airport fully

operational used to be mainly intuitive
but now you need special ORAT
strategies. What are the main things to
consider when planning an ORAT
program, and should they consider
more than just the opening day?
Passenger Terminal World took to
LinkedIn to find out. n
your feedback
Ishaq Vora, senior
project and programs
manager, ALMatar
Consultancy, wrote,
A good ORAT program provides
confidence to all stakeholders,
operators and maintainers that
the brief is met and the people/
processes/systems work as
expected for live operation. The
quality of ORAT trial definition and
planning is also a good indicator of
how well the business understands
its own operational processes and
the learning that comes from such
activity is priceless in making the
necessary final changes before
going live.
Dan Wong, assistant
professor aviation
management, Prince
Sultan University,
commented, The number of
complex systems that are required
to work together in order to operate
a modern airport terminal building
makes ORAT an essential element.

It may push out an opening date,
but better that than a new terminal
building that does not operate
smoothly and efficiently, creating a
bad customer experience, as well
as bad PR for the airport.
Malcolm Hide, senior
consultant, Strategic
Maintenance Ltd, said,
I see ORAT as part of
an overall handover management
process. In my experience, you
need to make sure that a project,
or multiple projects, are absorbed
into the operational environment
correctly in order to future-proof
operations and maintenance. If
the focus is purely on the initial
go live, you run the risk of having
initial success, with longer-term
frustrations setting in once the dust
settles. The longer-term frustrations
drive the operating costs up,
and are usually absorbed by the
operations as they find alternative
ways of getting the drawings,

instructions and operating
parameters.
Andrew Donald AFNI,
business development
manager maritime
sector at Insitu
Pacific, wrote, ORAT must be
closely coordinated with all of
the key elements of the project
including masterplanning, design,
development, recruitment, training,
procedures, and so on. ORAT,
in a practical sense, must work
across all of these aspects of the
construction project and must
ensure that the human elements
are properly integrated with all of
the system elements and that the
people who will run the facility are
properly embedded into the facility.
To do this effectively, ORAT has
to be designed into the project
plan from the outset and must be
well integrated at all phases of
development.
www.PassengerTerminalToday.com ...
... news, views, jobs and exclusive features
What do you think? How

important is an ORAT program
to a successful airport
opening? What are the main
things to consider when
developing an ORAT program?
Wed love to hear your thoughts
on this or any other topic
affecting the airport industry,
so visit www.linkedin.com and
search for Passenger Terminal
World to join in with the debate.
www.linkedin.com
onlin
now! e
SAVE THE DATE!

Airport Operations Management and Planning Conference
Point Roberts Air Park, WA, USA
1-3 October 2015
The three day conference is the fifth in a series since 2008. It brings together speakers
from all parts of the globe, with a common mission of using simulation with ARCport
to achieve their objectives of efficient operations, design to demand and professional
training. The agenda includes presentations, workshops and tours of beautiful Vancouver,
airports and control towers. All professionals involved with airport / airspace operations
and planning should attend.
ARCport ALTOCEF (Airside, Landside Terminal , Onboard, Cargo, Environment and Finance)
is a 5-D simulator used to empower airport and consultant staff and management to make the best possible operational and planning decisions.
For the latest agenda and speakers list, please contact Nancy Darnell at ndarnell@arc-us-ca.com
ARC US will supply invitation letters to those requiring USA and Canadian visas.
info@arc-us-ca.com
Point Roberts, WA, USA 98281
Tel: +1-360-945-2962
Fax:+1-360-945-2974
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MARCH 2015

Stars of the show

MARCH 2015 | Passenger Terminal World

Bag drop revolution

DESIGN AND TECHNOLOGY

Cover image: Neil Webb

Passenger Terminal World USPS 013954 is

Hazel King, acting editor

Self Bag Drop.

Type22 offers the full range of Self Bag Drop solutions.

Upgrade your passengers experience during

04 LONDON CITY AIRPORT

After several years of negotiating, Newham Councils

handles some 3.7 million passengers and 76,000 movements,

LONDON CITY AIRPORT 05

of the taxiway. To create a sense of place, the eastern terminal

We know what our passengers expect of

... news, views, jobs and exclusive features online now!

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We measure your waiting times.

The Xovis person tracking and counting system enables airports

All images: Rogers Stirk Harbour + Partners

In August 2014, architects Rogers Stirk Harbour

buildings that are part of a landside campus. Theres

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brand continuity. With added touches such as

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320+ expert industry speakers from around the