City University y y Associate of Science in Airport Operation and Aviation Logistics

Lecture 6 ec u e

Terminal Operations III

24 February 2011

Airport Authority Vision

To be a world class corporation with a leadership position in airport management and aviation related t d i ti l t d business contributing to the g prosperity of Hong Kong

Mission
To strengthen Hong Kong as a centre of international and regional aviation by: Upholding high standards in safety and security Ope at g efficiently t care o the Operating e c e t y with ca e for t e environment pp y g prudent commercial p principles p Applying p Striving to exceed customer expectations Working in partnership with stakeholders Valuing human resources Fostering a culture of innovation

Terminal Business Unit Organisation Chart 1

AIRPORT AUTHORITY HONG KONG 2003 All rights reserved.

Estate Management Sub-Unit g

Operation Accountabilities
Cleaning and Janitorial Services Terminal 1 Landscaping & Ambience T i l L d i A bi Seasonal Decoration Terminal 1 Building Management Terminal 1 Building Refurbishment Terminal 1 Infrastructure Development Automated P A t t d People Mover Management l M M t

Terminal Operation p
Operation Accountabilities
Terminal 1 Space Planning & Management Accommodation Leasing Airline CIP Lounges Commercial Lounges Arrival Lounge Transit Hotel Government Accommodation Airline Commercial and Service Counters Hotel & Travel Service Counters Facility Counters Medical Service Ancillary Ancillar Passenger Services (EVT wheelchair, porters, meet & Ser ices (EVT, heelchair porters greet, etc) Left Baggage Services Lost and Found Service Terminal Amenities (children area, Smoking lounge, prayer room, nursery)

Passenger Facilitation Sub-Unit

Operation Accountabilities
Passenger Flow Management Baggage Trolley M B T ll Management Terminal 1 Event Facilitation Passenger Transfer Facilitation Signage & Way Finding in Terminal 1 Information Leaflets CIQ Facilitation Q Frequent Visitor Channel Simplifying Passenger Travel Emergency Procedure & Exercise Coordination Emergency Passenger Care Team Passenger Handling Services Permits Management of Airline Check In Counters in Terminal 1 Check-In Flight Information Displays in Terminal 1 Public Addresses in Terminal 1 Baggage Enquiry D k B E i Desk Stand-Up Bags Service

Customer Service Sub-unit Sub unit

Operation Accountabilities Customer F db k Handling C t Feedback H dli Telephone Response Centre Customer Service Counter Customer Service Excellence Program Airport Ambassador Government VIP Lounge Operation G t L O ti Service Standards

Terminal Management Sub-unit Sub unit

Operation Accountabilities G Government Liaison t Li i

Terminal Business Unit Organisation Chart 1

AIRPORT AUTHORITY HONG KONG 2003 All rights reserved.

Terminal 2 &SkyPier Operation Sub-unit

Operation Accountabilities Explore business opportunities in the Pearl River Delta region. Overall P l Ri D lt i O ll management of cross boundary land and sea transport services including the coach / limousine and SkyPier operation as well as the upstream passenger processing service arrangement (SkyLink). Liaison with the travel trade organizations such as g Travel Industry Council and Hong Kong Hotel Association etc.

Land & X Boarder Transport Sub-unit Sub unit

Operation Accountabilities L d id road infrastructure maintenance, Landside di f t t i t cleaning and external landscaping, management of road traffic, vehicle t f d t ffi hi l interchange, car parking and ground transport etc. t t t

Estate & Landscape Management Sub-unit Sub unit

Operation Accountabilities T Terminal 2 operations, building i l ti b ildi management and maintenance, ambience and landscaping, cleaning and janitorial dl d i l i d j it i l services etc and SkyPier infrastructures planning. l i

Passenger Systems & Service Enhancement Sub-unit

Operation Accountabilities Airline operations and service related p policies and the associated facilities like flight information system, integrated g y , g airport information platform, public address, Truck Mobile Radio (TMR) and , ( ) Common Use Self Service (CUSS) etc

AIRPORT AUTHORITY HONG KONG 2003 All rights reserved.

Roles of Terminal Department

Service Provider / Facilitator / Coordinator / Regulator

Service Provider - flight information, information/enquiry, BHS, BHS APM service cleaning baggage trolley, IT service, cleaning, trolley backbone, etc Facilitator - facilitate airlines / handling agents in delivery of quality customer service i.e. customary allocation of check-in counters, transfer desks, laterals, etc Facilitator - f ili F ili facilitate airport based government agencies i b d i in their discharge of duties, i.e. Immigration, Customs, Fire Services Department, Civil Aviation Department Department
AIRPORT AUTHORITY HONG KONG 2003 All rights reserved.

Roles of Terminal Department p

(Continue)
Facilitator - facilitate other business partners such as p retail concessionaires in maximizing revenue generating opportunities Coordinator / Integrator - between the Authoritys business partners (i.e. airlines) and various government (i e agencies to continuously streamline operational p procedures, reduce red-tape and improve overall , p p operational efficiency Regulator - i.e. to safeguard the Authoritys capital investment and interest
AIRPORT AUTHORITY HONG KONG 2003 All rights reserved.

Performance Pledges
Published 90% of the passengers complete check-in in 15 minutes 92% of the passengers complete immigration process in 15 minutes All 1st bag arrive within 20 minutes and all last bag maximum within 40 minutes All passengers and their hand-baggage will be screened within 5 minutes All passengers will be cleared through Customs within 15 minutes All telephone enquiries will be answered within 1 minute

AIRPORT AUTHORITY HONG KONG 2003 All rights reserved.

Passenger Handling at Hong Kong International g g Airport p

Passenger Handling at HKIA

Passenger Flow Process Passenger Facilitation Customer Service Information Service

Passenger Flow Process

Inter-Modal Inter Modal Passenger Flow

Air Road Rail Sea

Passenger Handling (Continue)

Inter-model Transportation
Departure Arrival
Pax Check-In CIQ Pax flow to Pax to boarding gate Pax flow to Pax to other transport mode Pax to Pax flow to departure & boarding gate Bonded Bus to Skypier Sk i Bonded Bus to PTB Board Board A/C Aircraft

Disembark Aircraft A/C

CIQ Baggage Reclaim

Transfer Transfer Check-in Check-in

Pax leave HKIA CLK

Air Transfer Air to Sea Transfer T f Sea to Air Transfer

Disembark Aircraft A/C

Temperature screening i Purchase Purchase Ticket Temperature p Ticket screening Check-In at Skypier Temperature screening

Board Board A/C Aircraft

Disembark Aircraft A/C

Board Ferry

Disembark Ferry

Board Aircraft

Passenger Handling (Continue)

Immigration & Security

Check-In

Level 7

APM

Departure Process

Level 6

Passenger Handling (Continue)

Level 5

T6

Skypier Ticketing Counter

Immigration

Baggage Reclaim

T5 T3

APM

Arrival Process P

City Customs

HKIA O&D Passenger g Throughput

60% 50% 40% 30% 20% 10% 0% Visitor NonVisitor

HKIA Passenger Profile 1/3 Transfer 2/3 Originating & g g Destinating

Passenger Handling (Continue)

Concept in service provision
Demand driven - user oriented Capacity management Just in time Alternatives Cost Effectiveness

Passenger Handling (Continue)

Check-in / airline related service i
344 (T1-288, T256) Check-in Counters C t 10 Airline Service Desks 13 Baggage Enquiry Desk 8 Passenger Handling Agents 65 airlines

FIDS Display

Passenger Handling (Cont ) (Cont.)

Customs and Excise

Immigration
Services provided by HKSAR Government

Health Preventive (Port Health)

Passenger g Handling (Continue)

Security
(AVSECO)

Passenger Handling (Continue)

Passenger Facilitation
Hassle-free flow
Immigration Clearance
Entry / Exit Permit HK Resident Visitors Courtesy Channel

APM EVT Simplified Passenger Travel (SPT) initiatives

Passenger Handling (Continue)

Serpentine queuing

Courtesy Channel

Passenger Handling (Continue)

East Hall Arrival Level 2 escalators

West
West Hall Arrival Level East Hall APM Platform

East

2 escalators

West Hall APM Platform Max. Capacity 500 Persons

280 pax headway 213s h d 213

Automated People Mover

Passenger Handling (Continue)

HKIA Simplified Passenger Travel Initiatives
i) Frequent Visitor Channel
- Hassle-free travel for identified customer segment - Facilitate clearance for frequent visitors who are of high economic value - Brand building for HKIA

ii) Automated Passenger Clearance (APC) Immigration channelE channel I i i h l E h l iii) Expeditious Immigration Clearance (EIC) iv) Sky Pier - A new concept of inter-modal passenger flowupstream check-in

Customer Service Excellence

Passenger Handling (Continue)

Customer Service
Trolleys (Landside and Airside) y ( ) Airport Medical Services Lost & Found Customer service programmes Toilets (landside and airside)

Passenger Handling (Continue)

Customer Service Programmes g
External
Customer Service Excellence Programme (CSEP) Airport Ambassador Programme (AAP) Tourism Orientation Programme ( g (TOP) ) Youth Programme

Internal
- Reach-Out Program - Passenger Care Programme

Passenger Handling (Continue) g g( )

Customer Service Excellence Programme (CSEP)

Objective : To enhance customer service at airport Participation of entire airport community

Tourism Orientation Programme (TOP)

Objective To Obj ti : T provide t i i f graduates i t id training for d t interest i t in tourism AA offers p ace e ts for p act ca t a o e s placements o practical training g Joint programme with HKTB

Youth Programme

Objective : To enhance terminal experience Provide musical performances / handicraft souvenirs to passengers Joint programme with HK Youth Federation

Passenger Handling (Continue)

Airport Ambassador Programme (AAP) p g ( )

Objectives: i) Enhance customer service

ii) Enhance community relations iii) Enhance employability of youths

Provided by youths

Volunteer Ambassadors

Objective : i) To enhance community relation

ii) Seniors to contribute to Society

Provided by senior citizens and undergraduates

Passenger Handling (Continue)

Airport Ambassador Programme

Passenger Handling (Continue)

Airport Ambassador Programme

Passenger Handling (Continue)

Volunteer Ambassadors - Seniors

Passenger Handling (Continue)

Reach-Out Programme:

Objective : Pro-actively interact with passengers t gauge passenger satisfaction to ti f ti Performed by AA duty staff

Passenger Care Team (PCT)

Objective : To provide comfort to passenger during t d i extensive di i disruptions ti Performed by AA non-duty staff

Information Service

Passenger Handling (Continue)

Information service
Important for p p passenger as well as the airport g p community
Signage Customer Service Centre Mutli-Media Information Booth (MMIB) Mutli Media

Passenger Handling (Continue)

Signage
Directional Signage (Blue with white font) Informational Signage Emergency Exit Signage (Green with white font)

Strategy
International standard icon Bi-lingual Prominent and Eye Catching Strategic locations

Passenger Handling (Continue)

Information Signage

Passenger Handling (Continue)

Informational Signage

Passenger Handling (Continue)

Customer Service Centre
Service provided
information provision way fi di assistance finding i t emergency assistance sale of souvenir Polite and prompt Care for passenger Listen Accurate Information Assist proactively

Service Standard

Multi-media Information
MMIB Location Map
71 69 67 65 63 61 44 42 40 35 70 68 66 64 62 60
North

36

48 50 49

46

34

32

South

30

47

45

43

41

33

28

17 26 16 24 22 15

1819

31

7/F - Check-in

29 27 25 23

21 1 2

6/F- Departures 5/F - Arrivals

3 4

Passenger Handling (Continue)

Information provided by MMIB
Flight Info g Airline Info Locations of facilities Emergency Support Commercial Info

Introduction to Real Time Management g

AIRPORT AUTHORITY HONG KONG 2003 All rights reserved.

Real Time Management

AOCC (Airport Operations Control Centre) Functions
Nerve centre of the Airport operations Real time operation control centre (as the casualty ward of a hospital) Ensure safe and efficient terminal and ground transport operations
AIRPORT AUTHORITY HONG KONG 2003 All rights reserved.

Real Time Management (continue)

Introduction
Located at the Integrated Airport Centre g p Floor Area : 250 square metres Entry by Access Control System

AIRPORT AUTHORITY HONG KONG 2003 All rights reserved.

Real Time Management (continue)

IAC

AIRPORT AUTHORITY HONG KONG 2003 All rights reserved.

Real Time Management (continue)

Main Systems
Flight Information Display System Telephone Response Centre Public Address System Close Circuit Television System Automated People Mover Control System Terminal Fire Alarm System Fault Reporting System Security Control Centre (run by AVSECO)

Automatic People Mover Control System System

Terminal Fire Alarm

Telephone Response Centre

Security Control Centre

Real Time Management (continue)

Deployment
Airside / Landside / L5 / L7 / East Hall / West Hall / Central Concourse Customer Service Counter AOCC / GTC / Basement M bil ( i ) Mobile (roving)

Real Time Management (continue)

General D ti G l Duties
Passenger enquiry Check-in counter allocation Systems operations Flight information update Fault F lt report t Real time management of terminal service providers & performance t ensure quality id f to lit service

Incident/Emergency Response

Real Time Management (continue)

Incidents handling (e.g. passenger injury, fire alarm, system breakdown, ambulance case, etc) Emergencies handling - according to TD Operation Procedures & Emergency Procedures Manual - control and coordination centre b f t l d di ti t before activation of Airport Emergency Centre

Real Time Management (continue)

Handling Procedures H dli P d
Assign staff to scene within 15 minutes Inform & coordinate relevant parties Settle incident or damage control Observe relevant procedures Resume normal operation as soon as R l ti practicable Record k R d keeping i

Real Time Management (continue)

Incident Handling Example (Fire Alarm)
Receive alarm Activate delay button deploy duty staff to investigate Liaise Fire Service Department, Police, AVSECO & AA Maintenance False alarm reset the system Genuine fire Activate fire suppression system Evacuation & crowd control Resume normal operation after put off the fire

Real Time Management (continue)

Terminal Fire Alarm System

Real Time Management (continue)

AEC (Airport Emergency Centre) Introduction Adjacent to AOCC Centre for control & co-ordination for AA, Airlines, , , Government Department and other airport operators. Major objective is to minimise adverse effect to airport operations and to speed up the recovery to i i d d h normal operation.

Real Time Management (continue)

Real Time Management (continue)

Membership M b hi Subject to the nature of the emergency, members including Airlines, Government Departments, Airport Operators and AA Regional Support during emergencies - PRD A5 Airport Emergency Support Communication

Case Study

Post Typhoon Operations

Land Transportation

1. 1 Management Objectives
Customer-orientated Ensure a safe and efficient flow of passengers and cargo Ensure an effective management of transport facilities, road network, and real estate Ensure efficient transport linkage between Pearl River Delta and Guangdong Province P l Ri D l dG d P i

2. Airport Transportation Network p p

Hong Kong Transport Network Rail ( Airport Express Line MTR ) LineMTR Road ( Ching Ma Bridge ) Sea ( Marine Pier ) Regional District Transport Network Major Customs Control points Major Customs Control points connecting to Guangdong Province Transportation on Chek Lap Kok Island

2.

Overview of Airports Transportation Network (Contd)

3. 3 Ground Transport Centre (GTC)

Planning Multi modal Multi-modal Transport Design and Structure Standard of Transport Service Operations & Management p g

 Car Park 1
Franchised Bus Station Tour Coach Parking Hotel Limousine Lounge

Cross Boundary
Coach Station

Ground Transportation Centre

T i St ti Taxi Station

4. 4 Transport Facility Management

Road and Railway Systems Ground Transportation Control Centre (GTCC) Ferry
To H T Hong Kong To Mainland

4. Transport Facility Management

Ground Transportation Centre

4. 4 Transport Facility Management

Airport Express Line
Every 12 minutes E i t Fastest Speed: 135km/hr 23 minutes from Airport to Central, p , HK$100/trip Pre check-in service at Kowloon Station and Hong Kong St ti K Station Handle about 19% of passengers and airport users

4. 4 Transport Facility Management

4. 4 Transport Facility Management

Franchised Bus Stat o Station
43 Routes 24 H Hrs Operation 17 Bus Stops Compose 46% of Total Passenger Traffic

4. 4 Transport Facility Management

Tour Coach Station 250 Franchisee Operators, Operators operates around 1450 Coach Buses g 18 Parking Spots Compose 5% of Total Passenger Traffic

4. 4 Transport Facility Management

Hotel Limousine Lounge Limousine Limousine Waiting Area Compose 5% of Total Passenger Traffic

4. Transport Facility Management

Limousine Guests Waiting Lounge

4. Transport Facility Management

Taxi Station

4. 4 Transport Facility Management

Taxi Station Compose 70% of Total Passenger Traffic at Kai p Tak Airport Compose 7% of Total Passenger Traffic now Three types of Taxis: Th t fT i Urban (Red), New ( ) Territories (Green) and Lantau (Blue) Average waiting time: 3 hrs The waiting area can accommodate up to 500 taxis at a single time 24-hr Operation

4. Transport Facility Management p y g

Urban Taxi (Red)

New Territories Taxi (Green)

Lautau Taxi (Blue)

2003 (1) 38 8 20 6

5,000 12 24 2 5 000 12 5,000 47 7 21 12 12 2

2004

(2)

(1): (2): 4

4. Transport Facility Management

Car Parks
HKIA has 3 car parks which provides a total of 2,400 parking spaces The 3 car parks are: Open-air Car Park 1 (Short-term) ( ) Multi-storey Car Park 4 (Short-term and Long term) Long-term) Open-air SkyCity Car Park (Longterm) 30-minute complimentary parking Compose 12% of Total Passenger Traffic

Car Park Facilities at HKIA

88

89

4. Transport Facility Management p y g

Ferry (Hong Kong) Tung Chung Tuen Mun Only operate during peak period to t convey staff t ff to/from Tuen Mun and CLK via Tung d i T Chung

4. Transport Facility Management p y g

Railway System
Airport Express Line Tung Chung Line 19% 2% 46% 5% 5% 7% 12%

Road System
Public Transport Coach Hotel Limousine Taxi Private Cars

Others Oth

4%

4. Transport Facility Management p y g

Mainland Coach Station - 10 parking spaces ki Services - 200 trips per day between HKIA and PRD areas - Operating Hours: 07:00 23:00

4. Transport Facility Management p y g

4. Transport Facility Management p y g

Cross Boundary Ferry Service (Sky Pier) Commenced operation
on 29 S t b 2003 September Serving five ports in the Pearl River Delta Shenzhen Shekou, Shenzhen Fuyong, Macau, Macau Zhongshan and Humen in Dongguan Operating 58 trips per day through HKIA and PRD ports New PortLian Hua Shan

5. 5 Road Management Standards

Road Network (26 KM) Land Grant & Road Designation Traffic Volume approximate 5 300 000 vehicles 5,300,000 (FY03/04) Airport A th it i empowered t perform Ai t Authority is d to f traffic management Enforcement of road traffic regulations and AA By-Law Accident recovery and traffic diversion Corporate with Police Department in the event of special operations

5. Road Management Standards g

In average, 6 accidents per month in 2003 In 2004 (Mar 05), 5 accidents per month Target to reduce 5% each year Procedures, drills & exercises Enforcement
Speeding offence Stationary offence

Road Safety Campaign

5. Road Management Standards

03/04 10 9 8 7 6 04/05

5 4 3 2 1 0

5. Road Management Standards

5. Road Management Standards g

Road Management Team

ATCSS

Airport Traffic Control & Surveillance System t

6. Airport Traffic Control Surveillance System ATCSS

CCTV Roadside Emergency Telephones

6. Airport Traffic Control Surveillance System ATCSS

Automatic Incident Detection Traffic Diversion System T ffi Di i S t

6. Airport Traffic Control Surveillance System ATCSS

Variable Message Signs g

6. Airport Traffic Control Surveillance System

ATCSS
Car Park Occupancy Display

6. Airport Traffic Control Surveillance System ATCSS

Airline Counters Information Display

6.
ATCSS Departure Kerbside Information Display

6.
ATCSS
Ground T G d Transportation t ti Control Centre

7. Facilities Imrpovement

1 3 5
1 2 3 4 5 SkyPlaza Asia World Expo Golf Course SkyPier y Hotel

2 4 2

Sky Plaza Phase I

Ground Transportation p Office Building Centre (North) Terminal Building T i l B ildi

Limousine Lounge

Office Building Sky Plaza (South) Departure Kerb b (Future)

Licensee & Public Transport Operator p p

Licensee Hotel Limousine Hotel Shuttle Tour Coach Mainland Coac a a d Coach Mainland Limousine Public Transport Bus Rental Car (Taxi) Airport Express Line (AEL)

Service Contractors
Car Parks Operation and Management & Vehicle Interchange Management Tow and vehicle rescue Landside cleaning Landscape

Land Transport and Infrastructure

Transport Business T tB i Local
Car Parking Public Transport p Licenced Transport

Cross Boundary Transport Landside Estate Road Management Landscape Estate Management/Coordination

Land Transport and Infrastructure

Telecommunications Infrastructure - TMR (government and internal users) - PABX (government and internal users) ( t di t l ) - AA Network Rental Service g (Optical Fibre and Copper cable) pp ) - Cabling ( p - Wireless LAN service (for Airport Corporate Users) - MATV network (provide TV service to PTB users e.g. tenant s tenants office) Telecom Service - Wireless Internet Service provided by PCCW - Public Mobile Telephone Services (PMTS) - Payphone Service (provided by INFA)

The Future

The Future