THE OFFICIAL SWACAA MAGAZINE VOL: 9 - AUGUST 2016 AIRPORT STAKEHOLDERS EMERGENCY RESPONSE EXERCISE AT KMIII THE 36TH SADC SUMMIT WE ARE READY FOR IT!

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1 SWACAA SWAZILAND CIVIL AVIATION AUTHORITY THE OFFICIAL SWACAA MAGAZINE VOL: 9 - AUGUST 2016 AIRPORT STAKEHOLDERS EMERGENCY RESPONSE EXERCISE AT KMIII THE 36TH SADC SUMMIT WE ARE READY FOR IT! FLYING THE AFRICAN YOUTH AT ROUTES AFRICA ISO CERTIFICATES GETTING CLOSER

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3 Contents CONTENTS EDITOR S CORNER 5 AIRPORT STAKEHOLDERS EMERGENCY RESPONSE EXERCISE AT KMIII 6 THE 36TH SADC SUMMIT WE ARE READY FOR IT! 8 FLYING THE AFRICAN YOUTH AT ROUTES AFRICA 9 DURBAN WELCOMES THE TOURISM INDABA ONCE AGAIN 11 CUSTOMER SERVICE NOT A LUXURY IN OUR AIRPORTS 12 STANDARD BANK OPENS PRIVATE BANKING SERVICE LOUNGE AT KM III 14 SWAZILAND AND SOUTH AFRICAN CIVIL AVIATION AUTHORITY IN PARTNERSHIP FOR SAFETY 15 TAKING KMIII TO THE BUSHFIRE FESTIVAL AUDIENCE 16 HOLIDAY IN MAURITIUS: COURTESY OF A SWACAA/UNISWA PARTNERSHIP 18 PICTURE GALLERY EFFECTIVE MANAGEMENT- A PRIORITY AT SWACAA 25 OUR PEOPLE BEING BORN 26 ISO CERTIFICATES GETTING CLOSER 27 THE IN AND OUT OF KING MSWATI III INTERNATIONAL AIRPORT 28 All the great things are simple, and many can be expressed in a single word: freedom, justice, honor, duty, mercy, hope. Winston Churchill 3

4 SWACAA Head Office: Matsapha International Airport, Swaziland P.O. Box D361, The Gables, H126 Swaziland Civil Aviation Authority (SWACAA) BUS SHUTTLE SERVICE SCHEDULE FROM MBABANE TO KMIII INTERNATIONAL AIRPORT An airport shuttle service is available to passengers wishing to use it to connect flights at King Mswati III International Airport. It will leave Mbabane at the Galp Filling Station Bus Stop from Monday to Sunday. It will pass through the following bus stops; Ezulwini CornerPlaza (Thandabantu Handicraft), The Gables Shopping Complex (next to KFC), Eteteni Engen Filling Station, Matsapha, The George Hotel in Manzini and then proceed to King Mswati III International Airport. The shuttle is visibly branded. The daily schedule is as follows; BUS SCHEDULE: MONDAY TO SUNDAY From Mbabane to KMIII Airport DAY OF THE WEEK MONDAY TO THURSDAY FRIDAY TO SUNDAY BUS INTERVALS BUS - A BUS - B BUS -C BUS - D BUS - E BUS - F BUS - G MBABANE GALP FILLING STATION BUS STOP 0500hrs 1100hrs 1400hrs 0500hrs 0800hrs 1400hrs 1100hrs CORNER PLAZA- EZULWINI 0515hrs 1115hrs 1415hrs 0515hrs 0815hrs 1415hrs 1115hrs THE GABLES SHOPPING CENTRE 0530hrs 1130hrs 1430hrs 0530hrs 0830hrs 1430hrs 1130hrs ETETENI FILLING STATION MATSAPHA 0545hrs 1145hrs 1445hrs 0545hrs 0845hrs 1445hrs 1145hrs THE GEAORGE HOTEL - MANZINI 0600hrs 1200hrs 1500hrs 0600hrs 0900hrs 1500hrs 1200hrs KMIII AIRPORT 0700hrs 1300hrs 1600hrs 0700hrs 1000hrs 1600hrs 1300hrs NB: Please note that there is a shuttle for every connecting flight to and from the KMIII International Airport. Airlink Flight Schedule: Monday to Sunday Departure Arrival Departure Arrival Days OR OR Tambo operation 0650hrs 0740hrs 0810hrs 0915hrs Monday Sartuday 1005hrs 1055hrs 1350hrs 1455hrs Daily 1605hrs 1655hrs 1725hrs 1820hrs Daily excluding Saturday 0650hrs 0740hrs 0810hrs 0915hrs Saturday 1005hrs 1055hrs 1350hrs 1455hrs 1605hrs 1655hrs 0810hrs 0915hrs Sunday 1005hrs 1055hrs 1350hrs 1455hrs 1605hrs 1655hrs 1725hrs 1820hrs SHUTTLE FARES Fares to the airport are as follows: Mbabane - KMIII E Ezulwini - KMIII E Matsapha - KMIII E Manzini - KMIII E Shuttle contact Airlink Contact:

5 EDITOR S CORNER CNN is my default television channel, which I was watching when the news of the terror attacks on Istanbul Airport broke right in front of me. Forty five innocent people - travellers and airport workers - had died. The scene resembled that of a horror movie: it was terrible. I know that throughout the centuries Istanbul has always been a bitterly contested city and she has changed hands many times from the Greek to the Ottoman empires. She has changed identities in the process, from Byzantium to Constantinople to Istanbul; not least because of her ideal strategic location as a vital link between Asia and Europe as well as the Mediterranean and the Black seas, and therefore is a major artery of wealth and power. It was then as it is now. But then again, an extremely significant piece of news that without doubt must have gone unnoticed by most except those of us in the aviation industry, came through: Istanbul had reopened the airport and was back in full operation mode within a world record of 24 hours after a catastrophe of this magnitude. Wow! The people of this great hub, the home of the modern day Turkish Airlines, had refused to be intimidated by bandits and to be paralysed by fear. Talking of the unassailable spirit of the people of Istanbul, WB Yeats penning his Sailing to the Byzantium poem in 1926, wrote that Istanbul is that kind of a city whose people remain courageous even as their heart is fastened to their dying body; the kind that have the ability to exist in the artifice of eternity. What an accurate observation this Irish man made! Getting the airport to full operational status within 24 hours is an example of one of the finest disaster recovery plans ever executed by mankind. Terrorists target travellers, air transport facilities and infrastructure because they want to ground the world - literally bringing it to its knees. Lessons from Istanbul say to us all in the airports business: We have the ability to refuse. There is a triumph of good over evil in the atmosphere which is rubbing off on us all across the four corners of the world. Who said there can be no silver linings out of calamities? We in Swaziland leave no stone unturned as the Kingdom s preparations for the SADC Summit is advancing day after day. We must get our airport emergency response system into the best shape. We must be prepared for any form of eventualities. Excellent customer service is the buzz word at SWACAA. In Sabelo Dlamini - Editor this publication we demonstrate how the Authority is linking the building of a sustainable customer service culture with ISO (Quality Management) Standard 9001:2008. We show how our collaboration with the University of Swaziland is growing by leaps and bounds an example of how you ride on the back of an eagle if one day you want to rise up your wings like the eagles do. We are developing an aviation school in Matsapha Airport and we have our focus on the dream of being a University of Swaziland Faculty of Aviation. We also show how we continuously engage our neighbours and mingle with the best in the world as we draw strength and inspiration. Our objective is to make Swaziland a choice destination for investors and tourists through the most efficient form of transportation 5

6 AIRPORT STAKEHOLDERS EMERGENCY RESPONSE EXERCISE AT KMIII Emergency response exercise at King Mswati III International Airport. A s the country gears to preparing for the major SADC Heads of State Summit to be held in the Kingdom, SWACAA did not want to be left out of the preparations. The 36th Summit of Heads of State and Government of the Southern African Development Community (SADC) will be held in August. At the summit, His Majesty King Mswati III, who is currently the Deputy Chairman of SADC, will assume leadership of the regional organisation from H.E. Lieutenant General Dr. Ian Seretse Khama of Botswana. Such a gathering of high profile people dictates that as an institution in the aviation sector we are prepared for the landing and taking off of the different kinds of aircraft and both Matsapha and KMIII airports will be abuzz with activity, thus it is important to be geared for any misfortune, such as an aircraft accident, that might happen. It is against this backdrop that Airports Operations facilitated an emergency response exercise so that as an organisation we may equip ourselves for if the unfortunate happens. It is better to make a mistake during simulation than to make it in real life. The exercise s objective was to prepare ourselves for an emergency and also to test how ready we are for such an event. In addition we also need to work on a plan of action. To make the exercise realistic, trainees from the Matsapha Police College were present, who played the role of passengers. Some were used to appear wounded, some dead and some survivors. The emergency exercise started with a briefing, where the participants were informed about their roles during the exercise. This was led by SWACAA s Principal Air Traffic Controller Mr Zweli Nkosi. All departments in the organisation were represented, which clearly shows that they are all linked to each other at SWACAA. Other role players included officers from other institutions including the Good Shepherd Hospital, the Royal Swaziland Police, the Umbutfo Swaziland Defence Force, the Immigration Office and the Swaziland Revenue Authority. Worth noting was that the role players took their parts as seriously as if it was real life. This displayed a high level of competency by them. After the exercise was completed all participants gathered for a debriefing session where important items which needed to be fine-tuned were identified. In closing the exercise the Head of Aviation Security Mr Jabulani Magagula, who acted as the Director General, thanked all role players for participating in the exercise. This exercise is very important in light of the upcoming SADC Summit in August and as such both ICAO and the Ministry of Public Works and Transport are very much aware of this exercise today he said. Mr Magagula emphasised that it is paramount for Swaziland to be ready for the summit from all angles, including aviation. As the SADC Summit draws closer, we at SWACAA await in anticipation to welcome the Heads of State and delegates to the majestic Kingdom through King Mswati III International Airport 6

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8 THE 36TH SADC SUMMIT WE ARE READY FOR IT! T he Kingdom of Swaziland is once again poised to make history as a proud host of the Southern African Development Community (SADC) in August This will be the Organisation s 16th Summit and is expected to be attended in person by none other than the Heads of State of the respective member states. It s a big moment for Swaziland and a feather in His Majesty s cap. SADC is a 15-member state development community comprising of Angola, Botswana, the Democratic Republic of Congo, Lesotho, Madagascar, Malawi, Mauritius, Mozambique, Namibia, Seychelles, South Africa, Swaziland, Tanzania, Zambia and Zimbabwe. Presently led by H.E. Lieutenant General Dr. Ian Seretse Khama of Botswana, the community is home to more than 258 million people whose fate will be on the shoulders of these esteemed leaders as they descend onto Swaziland. His Majesty King Mswati III will be taking the Chairmanship from Dr Khama. There is no doubt that a number of very important decisions and resolutions will be taken at this summit, on this soil, which will forever be synonymous with Swaziland. Certainly the kingdom and its people are privileged to host this august organisation and summit. There is an obvious excitement and expectation in the air. Being host of a meeting of this magnitude means that Swaziland must pull out all the stops to ensure that she is at her best in all aspects. The country s infrastructure, people and facilities must be in top shape and already, judging by the level of preparations, it is clear that Swazis are ready to put on a big show. Perhaps few organisations are feeling the weight of this responsibility as much as the Swaziland Civil Aviation Authority. Commenting on the level of preparedness for SWACAA, Mr Bongani Lukhele the Airports Director stated, It is often said Being host of a meeting of this magnitude means that Swaziland must pull out all the stops to ensure that she is at her best in all aspects. that the airport is the reception area of a country, and is where first impressions are made. We at King Mswati III International Airport are going to be Swaziland s reception to all 15 Heads of State, their entire entourages, advance parties, the SADC secretariat and their various parties the task is big but we are up to it. We consider ourselves lucky to be running a modern and well-equipped airport. The summit preparations at the airport include ensuring that the infrastructure and facilities are ready to accommodate the smooth landing of 15 aircraft and satisfy their ground handling needs, including fuelling and parking. Mr Lukhele added that preparedness drills have already taken place with more activities lined up geared at ensuring that the people on the ground are in the best state of mind and ready for a job of this magnitude. Important issues include information for guests, protocol, customer service and immigration, as well as the behind-thescenes tasks, such as emergency services 8

9 FLYING THE AFRICAN YOUTH AT ROUTES AFRICA School Children boarding an aircraft. T enerife is a pretty island off the coast of North Africa: Morocco to be precise. An important part of the Canary archipelago and a Spanish territory, this volcanic beauty was the backdrop of the 2016 forum of Routes Africa. The Routes brand has become legendary in the equation of air access strategies of nations in their quest for economic growth centred on abundant air connectivity. The Routes forums, rotating all over the continent, provide an ideal platform for airports, airlines and tourism boards to meet one-onone to understand each other s needs better and how to trigger mutually beneficial factors.. If there was some sort of controversy about the host being a Spanish territory chosen as a theatre of economic ideas of the African continent, the answers became clear at the departure lounges at Barajas Airport in Madrid on the way to Tenerife. The throngs of passengers waiting for the Boeing 737 at the boarding gates resembled a school playground on the verge of a regional schools tournament. It was the late evening flight from the mainland to the island and these were students, all out for a weekend in Tenerife. As we would later come to learn, the flying of young adults, students in particular, to places of touristic interest is a popular norm in Spain. It s an idea that was piloted and adopted as government policy to sow the seeds of sustainable domestic tourism and air transportation in the whole of Spain and her territories. Not only is this noble idea a pipe dream of policy makers in general but of the industry in particular and the airlines and airports have also embraced the idea by offering rock bottom student fares. Talk about putting your mouth where your money is! By the time work began for the delegates in Tenerife, it was clear in the minds of all participants that it has a lot more to offer to the African continent than just geographical location and conventional methods of the aviation business. At the strategy summit and plenary conference aspect of the 2016 Routes Africa, the forum recognised the fact that Africa accounts for a meagre percentage of the world air traffic volumes. It also acknowledged the challenges on the ground common to the region s states, ranging from low disposable incomes to unnecessarily complex visa regulations. Significantly however, the industry recognised the urgency of learning from Tenerife and opening air travel to the vast majority that ordinarily could not afford to fly. Marketers were encouraged to be creative and package tourism products to offer a solution to African dilemmas and attract to the industry those who, like students, are excluded from flying by conventional restrictions. African airlines were urged to design student fares and airports were asked to play their part with taxes and levies in respect of flights that are demonstrably developmental. Without a doubt, we in Swaziland have to start from the known as we work our way towards unravelling the unknown. Factors such as Durban being a prime holiday destination for our schools are an open secret. The next move is for this generation to fly to this destination. North of Limpopo, the majestic Victoria Falls lie in wait whilst the vast emptiness of the Namib Desert at the Skeleton Coast in Namibia beckons. Mr Sifiso Mnisi Director Air Transport revealed that SWACAA is looking for an airline partner for ventures such as this. Price is a big issue and we have to make sure that the cost is within reach and it is comparable to ground transport. That we can achieve with a low cost airline partner, which the business community can take advantage of and venture into the airline business. Mr Mnisi also views the emergence of Swazi Airways as one major piece of the puzzle as the airline is believed to have in its strategy the routes that would open up air travel to a lot of first time flyers. Mr Mnisi s emphasis is on volumes. He believes that for air travel to be accessible to low income earners and students a strategy has to be mapped out that should satisfy the airline about guaranteed maximum load. He said that they are packaging a travel product that would provide answers to all the questions that must be answered in order for the flights to be both sustainable and cost effective 9

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11 DURBAN WELCOMES THE TOURISM INDABA ONCE AGAIN From R-L: Minister of Tourism and Environmental Affairs Mr. Jabulani Mabuza with South African Minister of Tourism Mr. Derek Hanekom, CNN Richard Quest and others. T he KwaZulu Natal Province and the Kingdom of Swaziland are bestowed with great beauty and history and since ancient times they have been through wars and meetings. KwaZulu Natal has given the world one of the greatest generals to ever grace this planet, King Shaka Zulu. He moulded and brought tribes together to form one of the greatest dynasties ever in Africa and the world over. His kingdom once again brought people and tribes together from all over the world for the 2016 Tourism Indaba. Swaziland, in its endeavour to increase tourism, took part in the Indaba and the Swaziland Civil Aviation once again answered the call. With the King Mswati III International Airport being the flagship of the kingdom s infrastructural development, SWACAA was there to showcase the airport. Other Swazi organisations in the local tourism industry included Big Game Parks, Royal Villas Hotel, Sibane Hotel, Eswatini Kitchens and Skyworld Travel and Tours were also part of the Swazi entourage led by the Swaziland Tourism Authority. The Swaziland stand was as lively as always and all the participants were busy with meetings and clients. The Tourism Indaba has been seeing year-on -year increasing numbers of participants and exhibitors. The Swaziland stand was graced by the presence of dignitaries such as the Minister of Tourism and Environmental Affairs Mr. Jabulani Mabuza, his counterpart the Minister of Tourism in South Africa the Honourable Mr. Derek Hanekom and also the MEC for Economic Development and Tourism in the KwaZulu Provincial Government Mr. Michael Mabuyakhulu. The Indaba is an exhibition event that gives tourism-oriented entities the opportunity to showcase their offerings. SWACAA showcased King Mswati III International Airport as a gateway to the tourism destinations, not only to Swaziland but to the region at large. SWACAA s marketing team had meetings with various clients that are willing to do business in the landlocked kingdom. The increased numbers at the exhibition shows the importance of tourism in uplifting a country s economy and society as a whole. Tourism benefits the man on the street who is in business and the powerhouse organisations that are directly linked to it. SWACAA has always worked hard in promoting tourism not only for the benefit of King Mswati III International but for the benefit of Swaziland and her people 11

12 CUSTOMER SERVICE NOT A LUXURY IN OUR AIRPORTS Airport security staff recently held a customer service course at King Mswati III International Airport. A uthorities are unanimous in their verdict about customer behaviour; customers do not buy products; they buy brands (companies) with products on offer. This is no rocket science. Let us test it and for a moment imagine a consumer who wants to buy a pack of apples and he is at a shopping mall where there are both Checkers and Shoprite stores. He is well aware he can walk into either store with his eyes closed and will be guaranteed the same product. It looks easy and simple enough, but no, the customer will go through a decision making process and whether it is going to be Checkers or Shoprite will be determined to a large measure by his experiences, views and perceptions of both stores; call them brand Checkers and brand Shoprite. That is it! In the travel and hospitality industry, consumers return home talking about their experiences of the destinations that they have visited. Whether they have been awed or disappointed, when you listen to their stories you will almost always conclude that it boils down to how they have been treated, how have they been received, how their problems have been solved, the attitudes of the people tasked with serving them, and the ability of the leaders to put in place and coordinate systems that anticipate their needs and respect them as customers. Two years after being commissioned by His Majesty King Mswati III, The King Mswati III International Airport is talking to itself as an institution in the frontline of destination experience. The conversations are focusing on the importance of a customer, our position and attitudes to service, and to do so with excellence. It is interesting that this important conversation took a bottom to up approach. The Aviation Security Department was taking a series of technical refresher courses when ordinary officers, themselves realizing the gap, asked that a slot be provided for the Executive Committee of the Authority to clearly explain their expectations in customer service. As Bongani Maziya, the Chief of Aviation Security put it, People want top management to provide guidance in this subject based on our situation, systems and processes. The professors may come at a later stage but we want us to start the process by talking to ourselves first, informed by our own organisational culture and value system. The Marketing and Corporate Affairs Director, Mr Sabelo Dlamini, led the discussions over a four week period involving all AVSEC officers. The meetings were honest, robust and frank. The methodology was a discourse with participants enthusiastic participation. Classes were divided into focus groups to interrogate about real King Mswati III International Airport customer service issues. Each group would then make presentations of their own views and proposed solutions and the matters would be opened to the whole class for discussion and consensus. Customers of the airport were specifically identified and listed for all to know and bottlenecks and all other impediments to outstanding service were unpacked for top management to address. Further discussions under this big subject will be rolled out in the coming months under the Quality Management System 9001and the run up to the SADC Summit. But as Fikile Dladla at the AVSEC Department concluded at the close of the AVSEC course, Customer service sounds pretty much like the old rule to me: do unto others as you have them do to you 12

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14 STANDARD BANK OPENS PRIVATE BANKING SERVICE LOUNGE AT KM III The Right Honourable Prime Minister Dr. Barnabas Sibusiso Dlamini at the Standard Bank Business Lounge launch. From L to R- Mr. Phil Mnisi former Standard Bank Chief Executive, Mrs. Sylvia Mthethwa Lubombo RA, Senator Jabulile Mashwama Min. Natural Resources and Energy and Mr. Majozi Sithole Governor of the Central Bank. On 25th May 2016, the Right Honourable Prime Minister Dr. Barnabas Sibusiso Dlamini officially opened the Standard Bank Swaziland Private Banking Service Lounge at KM III International Airport. The first of its kind, the lounge is exclusively for Standard Bank Private Banking customers, offering them a comfortable area to relax in while they wait for their flights. The lounge allows bank clients the opportunity to enjoy coffee, tea and other refreshments, and free Wi-Fi. The lounge also offers secure e-banking stations where clients can make their Internet banking transactions. In his remarks, the Prime Minister warmly congratulated the bank on complimenting Government s efforts in making the airport a world class destination. He went on to say that it was clear that the more comprehensive the services that are available to users of the airport the greater will be the impact on the level of usage. Furthermore, His Excellency applauded Standard Bank on being an industry leader as such a facility presents an attractive service that will be of increasing appeal to airport users. Present during the event were Honourable Ministers, the Governor of the Central Bank of Swaziland, the SWACAA Board of Directors and Management, management and staff of Standard Bank, customers and other high profile delegates. Speaking on behalf of the bank, the then Chief Executive Mr. Phil Mnisi said We don t just see this as an airport but as a place where our customers, particularly those in private banking, spend a lot of their time waiting to catch flights to embark on something that is at the heart of what we strive to do: drive growth in this country and the continent that we call home. This is not just an airport lounge, it provides an opportunity to do business, connect and transact. The lounge will provide a relaxed environment where our private banking customers will be able to conduct their electronic banking in a relaxed environment. Mr. Mnisi further stated that in supporting the nation s vision of 2022, Standard Bank Swaziland deemed it appropriate to invest in this lounge where the men and women who drive growth in and for Swaziland will be able to connect with the world and of course, to bank on the move! Access to the lounge is subject to the following terms and conditions; 1. Lounge access is unlimited and complimentary only for the Standard Bank Private Banking customers. 2. Access to the lounge is on presentation of the eligible Standard Bank Private Banking debit card, cheque book or credit card for the local customers. International customers are required to produce a Standard Bank platinum private banking card and upwards. 3. Terms and conditions apply. In his closing remarks the Prime Minister encouraged SWACAA to work on their promotional contacts with potential airline users of the airport in an effort to the commitment to achieve faster traffic growth for this airport. 14

15 SWAZILAND AND SOUTH AFRICAN CIVIL AVIATION AUTHORITY IN PARTNERSHIP FOR SAFETY VHF Omnidirectional Radio Range (VOR) - One of SWACAA s radio navigation systems for aircraft. C ivil aviation is a dynamic, technology-driven and strictly regulated industry. The technology utilised has to be tested, certified and calibrated to be suited to the purpose for which it was intended. Due to the dynamism and technological advances of civil aviation, some states may not have the equivalent resources to test, certify and calibrate the equipment utilised. Co-operative agreements are then entered into between states and/ or service providing entities to ensure that the equipment utilised in civil aviation is fit for the purpose for which it is intended. Even the International Civil Aviation Organisation (ICAO), the regulatory body of civil aviation, recognises the need for cooperative agreements. The Kingdom of Swaziland is no exception to the challenges of not having the necessary means to test, certify and calibrate the equipment utilised in civil aviation. The need for adequate equipment to be utilised in civil aviation is crucial as the industry is people-centred and any mistake and/or use of inadequate equipment may have serious and catastrophic repercussions, including loss of human life. To overcome these technological challenges, on the 29th of April 2016 SWACAA and the South African Civil Aviation Authority (SACAA) entered into an agreement in which the latter provided the flight calibration of navigational aids and instrument landing systems. The agreement is valid for a period of two years and the services are provided in accordance with the standards as stipulated by ICAO in Annexes 10, 14 and document SWACAA Airports, as a provider of Air Navigation Services, must adhere to ICAO S Standards in providing these essential services. Due to the fact that there are certain procurement procedures that The Director General Mr. Solomon Dube with South African Civil Aviation Authority s Mr William Selebogo during the signing ceremony of the calibration agreement. take time, SWACAA then entered into an agreement with SACAA to try to mitigate these factors. This will benefit SWACAA in that we are going to be able to schedule calibrations whenever there is a need. Flight calibration is done every six months because of and depending on equipment category. This calibration is done after equipment commissioning, servicing and complaints from airlines or aircraft owners. The main purpose of calibration of equipment is for the provision of safety and because aviation is highly regulated there is no room for error. Swaziland is working hard at partnering with other Civil Aviation Authorities (CAAs) to ensure that it provides safer skies for all and to reassure everyone that Swaziland s skies are safe 15

16 TAKING KMIII TO THE BUSHFIRE FESTIVAL AUDIENCE Revellers having fun at Bushfire T he MTN Bushfire Festival is an annual three-day event festival featuring music, art, dance and theatre. This gigantic festival celebrates expression while promoting social responsibility, stimulating the economy and drawing talent and tourists from across Africa and around the world. Further, it is a platform for companies to market their brands and network with different stakeholders across diverse industries. This year the tenth MTN Bushfire Festival was from 27 to 29 May at Malandelas in Malkerns. For the first time since the start of the festival, SWACAA had an exhibition stand with the objective of marketing the King Mswati III brand through networking, while participating in worthy causes alongside the country s corporations. The festival was also used as a team- building initiative to promote team spirit, unity and networking in a fun-filled and relaxed ambience. At SWACAA, we believe that everybody within themselves is an ambassador to our fast-growing brand. Bushfire attracts over 25,000 visitors over the three days and generates publicity value exceeding E21 million. The exhibition space is classified into two parts: the main arena and the VIP arena and SWACAA exhibited in the main arena as a Gazebo sponsor. The benefit of exhibiting in this area was that everyone had access to our fully-branded corporate stand. We exhibited among other corporate giants such as MTN, Swaziland Beverages, Swaziland Building Society, FNB, STA, Red Bull, Dups and KFC. The SWACAA stand was visible and well branded: corporate brochures, magazines, branded T-shirts and caps were distributed. Local visitors to our stand enquired about the airport facility, tours and the new Swazi Airways flights schedule. Nosimilo Dlamini from Maliyaduma said I am excited about the airport and the potential it has. I can t wait for the new airline to start operating. On the other hand, tourists were interested in and wanted information on the future direct flights connecting to KMIII. SWACAA is proud to have taken part in the tenth MTN Bushfire Festival and is excited about the opportunities that have been unplugged by this initiative will be even bigger and better! See you there! 16

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18 HOLIDAY IN MAURITIUS: COURTESY OF A SWACAA/UNISWA PARTNERSHIP Nhlanhla Magagula and Enos Tsabedze enjoying their holiday in Mauritius. T he UNISWA sponsored trip to Mauritius was won by Mr Enos Tsabedze and Mr Nhlanhla Magagula and was scheduled for the 1st to 5th May. The trip included two return tickets from Johannesburg to Mauritius and accommodation for four days. We left Swaziland for Johannesburg and boarded Air Mauritius Flight to Mauritius and arrived at our destination safe and sound. We were hosted at the Aanari Hotel and Spa where we spent the four nights. Mauritius is tranquil and one of the well developed countries. The people are friendly and welcoming much like the people of Swaziland. The tourist attractions were very informative, interesting and the hospitality we received was excellent. Touring around the country was easier for us since there was hardly any language barrier and we indeed felt at home. The day after our arrival we visited the capital city, Port Louis. Port Louis was used as a resting point by travellers during the 1600 by ships travelling from Europe to the Cape of Good Hope (Cape Town). The capital still has resemblances of the French colonial era. Of interest during our stay in Mauritius was visiting the botanical gardens of Pamplemousses. The most interesting part about these gardens is that there were established in 1795, that is 221 years ago. In the gardens there are different species of trees from all over the world. We were shocked to see a tortoise that is 125 years old. We rounded up our sightseeing by vising the Aquarium where they have different species of fish. As SWACAA employees we believe one day as a country we will expand and have a route that will connect to Mauritius. It was our first time to fly and we would like to thank our sponsor, UNISWA Foundation, the Director General, the Marketing Department and our colleagues for the support. We encourage people to visit Mauritius 18

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20 PICTURE GALLERY BUSH FIRE

21 PICTURE GALLERY EMERGENCY RESPONSE EXERCISE IN PICS 21

22 PICTURE GALLERY STANDARD BANK BUSINESS LOUNGE 22

23 PICTURE GALLERY DURBAN TOURISM INDABA 23

24 AIR SERVICES Swaziland Civil Aviation Authority Established as an autonomous body by the Civil Aviation Act of 2009, the Swaziland Civil Aviation Authority (SWACAA) is a statutory body mandated to provide, in an economically viable manner, air transport services and the regulation of civil aviation activities in Swaziland, in accordance with interna tional standards. SWACAA operates King Mswati III International Airport. - King Mswati III International Airport Located in the centre of southern Africa s UNESCO World Heritage Sites and within easy reach of commercial hubs in the region, as well as popular tourist destina tions such as Maputo, Kruger National Park, isimangaliso Wetlands Park and Hluhluwe Game Reserve. It therefore - plays a key role in boosting tourism, trade and commerce. The much-anticipated opening of the air port in 2014, licensed in accordance with ICAO standards, shows that Swaziland means business when it comes to ush - ering in trade, commerce and tourism. The kingdom can now accommodate longhaul flights from all corners of the world, making the airport the flagship facility in the nationwide infrastructural investment envisioned by His Majesty to facilitate Banking services at KMIII International Airport economic growth to first-world status. Able to accommodate five wide-bodied aircraft simultaneously, the airport has a 3.8km runway and can process more than 300 passengers at a time. The terminal building is equipped with modern facilities including duty-free shopping, coffee shops and business lounges. Security is a high priority, with high-tech scanners and screens. Passengers are supported by a network of paved roads throughout Swaziland, placing major tourism and business destinations within easy reach. A new 17km dual carriageway has made the airport more accessible, while construction of a 30km motorway is also being undertaken in Once this is complete the country s commercial hub and administrative capital will be within 30 minutes drive. Swaziland also has a railway network that enables the movement of cargo towards sea ports in neighbouring countries. Cargo can now be processed at the airport and transported to overseas markets in record time, while the raw materials required for production within the kingdom s diverse manufacturing economy will now be on the factory floor much sooner than previously. SWACAA is working to establish connections with international airlines, as well as increasing passenger numbers. Presently, Africa has low air traffic turnover, estimated at a maximum of 5% of the global market, for a variety of reasons, mainly the cost of flying.one of the activities SWACAA hopes to encourage local populations to adopt more widely include business travel to neighbouring countries for small-andmedium-sized enterprises and educational visits for school parties. Swaziland s collaboration with South Africa and Mozambique in a number of regional travel initiatives, including the Standard Bank business lounge at KMIII International Airport KMIII Airtraffic Control Tower. Lubombo Spatial Development Initiative and the East 3 Route excursion, provides an added draw and the new airport is a gateway for international tourists coming to experience these itineraries. It is also well positioned to play a complementary role to larger regional airports, such as OR Tambo International Airport. Establishing direct air access to Durban, Cape Town, Mozambique and an additional flight to Johannesburg are SWACAA s priorities and SWACAA envisages direct long-haul flights from the Middle East in the immediate future. 24

25 EFFECTIVE MANAGEMENT- A PRIORITY AT SWACAA SWACAA management in full concentration at a Leadership class at UNISWA. No great manager or leader ever fell from heaven: it s learned not inherited by Tom Northup. Great and effective management is critical in order for an organisation to achieve its strategic goals. It is also vital for staff retention, hence it is often said people leave managers, not organisations. Management skill is learned through behaviour and knowledge: it is not simply common-sense and one is not born with it. During promotions organisations often look for people with outstanding technical skills and high performers. This is a good thing but in most cases such people lack management/ administration skills. These skills are critical for employees as they climb the managerial ladder. Naturally, such managers battle when it comes to the reality of working and managing resources on the ground. The big question that then arises is how then does the Human Resources department in an organisation close this gap after it has been identified? The answer is simply by training these managers to improve their work performance. As a new and growing organisation in the aviation industry, SWACAA has the responsibility of identifying and closing skills gaps. The Authority recently collaborated with the University of Swaziland (UNISWA) and sent 21 supervisors and managers to be trained in Leadership. This also marks the start of the route towards developing an Aviation Academy at Matsapha Airport. As an organization we have a dream of being a UNISWA Faculty of Aviation. According to the Director Human Capital Mr John Nsibande, the Authority made a transition from being a Government department to a parastatal. During this transition most of the technical staff members were promoted to supervisory and chief positions, which carry with them an administration and management aspect that is critical in any organisation. It is against this background that the Human Capital Department decided to close this skills gap and equip the new managers. The Leadership Course comprised 13 sessions with assignments and examinations. SWACAA firmly believes this training will benefit the staff members by enhancing their managerial skills and also grow them in their careers. This marks the start of the strategy to realising the Faculty of Aviation as a fruit of the SWACAA/ UNISWA partnership 25

26 OUR PEOPLE BEING BORN On behalf of SWACAA we wish all of you a very happy birthday and send you best wishes for you to enjoy much happiness in your life. It is our wish that you have many successes and satisfactions in your life. SWACAA is blessed to have such hard working and sincere employees. Ms. Lungile Tsabedze 18 August- Human Capital/ Administration Department Mr. Brightwell Zulu 17 August- AVSEC Department Ms. Mbali Mtsetfwa 24 August- Airport Operations Department Mr. Phinda Mathabela 28 August- Airport Rescue and Fire Fighting Service Department Ms. Nontobeko Vilakati 1 August- Airport Rescue and Fire Fighting Service Department Ms. Thantazile Lukhele 14 August- Airport Rescue and Fire Fighting Service Department Mr Simo Shongwe 7 August- Inspectorate Department Mr. Bongani Lukhele 7 August- Airport Operations Department Mr. Martin Simelane 15 August- Air Traffic Control Department Ms. Bongiwe Gule 19 August- Airport Operations Department Ms. Nonjabulo Tsabadze 11 August- Airport Operations Department Mr. Bhekumusa Hlatjwako 21 August- Maintenance Department Mr. Muzi Gama 22 August- Airport Rescue and Fire Fighting Service Department Ms. Thandi Shabangu 1 August- Aeronautical Information Management Department Ms. Lindani Jele 3 August- Aeronautical Information Management Department Mr. Sandile Dlamini 20 August- Air Traffic Engineering Department Mr. Best Marimo 3 August- Air Traffic Engineering Department Ms. Khanyisile Magagula 1 August- Human Capital/ Administration Department Ms. Prudence Gwebu 22 August- AVSEC Department Ms. Zanele Simelane 16 August- AVSEC Department Ms. Temhlanga Sikhondze 28 August- AVSEC Department Ms. Bethusile Matsaba 19 August- AVSEC Department Mr. Mcondisi Tsabedze 20 August- AVSEC Department Mr. Karl Saunders 13 August- Airport Operations Department Mr Thanda Sibandze 13 August- AVSEC Department HAPPY BIRTHDAY TO YOU ALL!!! 26

27 ISO CERTIFICATES GETTING CLOSER SWACAA management with ISO Auditors. G litches and challenges notwithstanding; the Swaziland Civil Aviation Authority (SWACAA) is still unwaveringly soldiering on towards full implementation of her integrated management system (IMS) with the goal of obtaining ISO 9001, ISO and OHSAS certification. As the saying goes, nothing worth having comes easy and this whole endeavour has been the very personification of this saying. As the Swaziland Civil Aviation Authority, we understand that it is essential to develop an organisational culture which is conducive to the smooth operation of the Authority s mandate on quality service delivery. One of the key factors in ensuring that this culture permeates through our ranks and filters down to our stakeholders and business partners has been a concerted increase in communication of our policy and process changes with respect to the system(s) requirements, both internally and externally. As a consequence, all parties concerned have understood and internalised the notion that this certification will elevate the Authority to be on a par with leading entities, both locally and internationally. Furthermore, it will enhance customer and international confidence, thus boosting the efforts of all and sundry to make this undertaking work at all costs. Everybody has been working hard to accomplish and achieve this goal, as evidenced by the milestones that have been reached since the inception of the certification project. One of the key milestones reached has been the execution of an Internal Audit, the findings of which informed the development of a Corrective Action Plan. This corrective action has been for the most part implemented. A new Communications Policy and Customer Charter have been developed, which should go a long way towards ensuring that we meet customer requirements, as well as address their concerns timeously. Activities that need to be carried out in order to meet these objectives and targets have been developed and filtered down to the lowest rung of the organisational hierarchy. All newly-engaged employees have been familiarised with the system and how and where they fit into the whole picture. The documentation phase has been completed and all procedures and processes aligned to tie in with the requirements of the three systems. The Management Review meeting, where top management meets to integrate the systems, has been held and it is all systems go for the Stage 1 Audit. At this rate, there is nothing readily foreseeable to prevent us from passing this audit with soaring colours. There is a very bright light at the end of the tunnel and it is not a train head light, of that we can rest assured. As the journey towards ISO Certification nears its end the atmosphere is thick with the scent and anticipation of success. Success is not only imminent; it is at this final hurdle very palpable. All hands are on deck, determined to get the muchdesired ISO flags flying on SWACAA premises and, best of all, the word is out there that SWACAA has indeed arrived! The burning question is Are you ready? 27

28 THE IN AND OUT OF KING MSWATI III INTERNATIONAL AIRPORT Happy customers passing through KMIII. K ing Mswati III International Airport opened on 7 th March 2014 and the first commercial flight took place on 30 th September that year. The airport is the Kingdom s major international hub with the capacity to accommodate large aircraft and long- haul flight operations that connect Swaziland directly with the world. The airport is located on flat terrain with good visibility and is a strategic gateway to Swaziland and the surrounding region for tourism and trade, passengers and cargo. Driving to King Mswati III International Airport Location: The airport is situated in Sikhuphe ENE of Manzini, with a distance of 50 KMs from Manzini and 83KMs from Mbabane. AIRPORT CODE: FDSK Road Works: The first phase of the road from Sikhuphe to Mbhadlana, constructed by the Roads Department in the Ministry of Public Works and Transport, is now complete. This is a dual carriageway with two lanes on each side, which enables the free flow of traffic to the airport. The second phase of the road construction has already commenced. AIRPORT GUIDE The airport complex includes the Terminal Buildingand Cargo Buildings and various support buildings and public parking areas. The 7, 000m 2 terminal building is designed to process about 300 passengers an hour. the airport operates between 6AM-6PM daily local time including public holidays. Swaziland Airlink is currently the only service airline. Please refer to for detailed flight schedules. Parking: Parking at the airport is currently free for short and long stays. The 24 hour surveillance parking area caters for 200 vehicles and is in close proximity to the terminal building. Disabled parking facilities are also available. There is no need to pre-book your parking - first come, first served....continued to next page 28

29 The iconic KMIII Terminal Building. First time in Swaziland: Nestled between Mozambique and South Africa, Swaziland is one of the smallest countries in Africa. It is also one of its gems. Ingrained with a strong sense of national pride, the country is enhanced with a rich cultural heritage. The friendly, laidback people make all visitors feel truly welcome and very safe, ensuring an unforgettable experience for all who visit. The country s protected nature reserves and parks are characterised by some of the most beautiful landscapes in Southern Africa. For more information visit Passports: All travellers coming to Swaziland require a passport that is valid for at least three months upon entry. It is also recommended that you have adequate unused pages in your passport allowing for any necessary stamps upon arriving and departure and at least two free pages in the Visas section of your passport before any international travel. Check with your airline in case you have connecting flights overseas as part of your journey to Swaziland. It may be that countries you pass through en route to your destination require a separate transit visa. All nationals are advised to contact their embassy/high commission to check visa requirements, types and costs for their specific countries. Swaziland Customs: VAT of 14% is levied on most goods and services in Swaziland and on the importation of goods and services. Any person who brings taxable goods or services into the Kingdom or receives supplies of taxable goods or services is liable to taxation. Checking In: Check-in deadlines vary between airports; at King Mswati III International Airport, passengers must present themselves for checkin two hours before the scheduled departure time of the flight. For travel convenience, passengers should always be informed about check-in deadlines and honour them accordingly. Baggage Allowance: Passengers may carry some baggage free of extra charge as shown in the ticket receipt/ itinerary. For further information on Swaziland Airlink Baggage Policy refer towww.flyswaziland.com Airport Security: It is the passenger s responsibility to check the security requirements applicable to flight and departure at the airport prior to travel. The passenger must not include any items in the unchecked or checked baggage that are likely to endanger the aircraft or persons and property on board. Such items arespecified in the ICAO Technical Instructions for the Safe Transport of Dangerous Goods by Air and IATA Dangerous Goods Regulations. Passengers not familiar with these rules and regulations, applicable laws, orders, and government policy of any state to be flown to or from should consult with their relevant airline. Health Information: Swaziland is now almost a completely malaria-free zone. In January 2015, the country celebrated this major malaria milestone through the Ministry of Health in collaboration with the World Health Organisation. In the past seven years not one person has died from malaria in the Kingdom of Swaziland! For safety precautions, comfort and convenience, you should avoid mosquito bites to prevent malaria. You may need to take prescription medicine before, during, and after your trip to prevent malaria, depending on your travel plans, such as where you are going, when you are travelling, and if you are spending a lot of time outdoors or sleeping outside. Malaria areas include eastern areas bordering Mozambique and South Africa, including some parts of the Lubombo district and the eastern half of the Hhohho, Manzini, and Shiselweni districts. The airport is in an area that has never been a malaria zone (North East)....continued to next page 29

30 Passengers arriving at KMIII. SERVICES AND FACILITIES Information and Help in the Terminal: The staff are there to assist you. Feel free to contact our information desk, situated at the entrance of the terminal building, public concourse for assistance when you arrive. WI-FI Facilities: Limited free WI-FI is available in the terminal building. If you need additional time, a pay as you go option is available. Medical Assistance: There is a free medical unit/ clinic situated at the terminal building, public concourse for all passengers at the airport Public Phones: Pay as you go phones operated by Swaziland Posts and Telecommunications and Swazi MTN are available at the terminal building. Smoking Areas: Smoking is not permitted in the terminal building: dedicated smoking areas are available outside the terminal building (landside only) Travelling with Pests: Pests are not permitted in the terminal building, Rest Rooms: Rest rooms are available in the public concourse, baggage claim, departure and arrival lounges. Baby changing stations are located in the disabled rest rooms. Banking Services: A cash machine is available in the public concourse courtesy of Nedbank. A private banking service lounge is also available in the departures lounge courtesy of Standard Bank. Prayer Rooms: Prayer rooms for all religions are available at the departure lounge. Shuttle Services: There is a shuttle service between King Mswati III International Airport and the main destinations of Manzini, Matsapha, Ezulwini and Mbabane. Shuttle departures and arrivals are perfectly synchronised to flight schedules to ensure a seamless transition from...from previous page one mode of transport to the other. Please refer to for the shuttle schedule. There is no need to pre-book. Destination Manzini Matsapha Ezulwini Mbabane Fare E25 E32 E44 E50 Car Rentals: Europcarand Avis are the two car rental services operating at the airport. Tel: Tel: Mobile: Mobile: Eat, Shop and Relax: A coffee shop is available at the public concourse of the terminal building. Duty free shopping is available at the departure lounge. The departure lounge is located in a large spatial volume that supports two embarkation gates. From this lounge the waiting passenger has a view of the runway and aircraft movements. More shops are coming soon. Airport Visitors: People and groups who wish to familiarise themselves with the airport should make applications for their visit to: The Director General, for the Marketing Director s attention, P.O. Box D361, The Gables H126 or via marketing@swacaa.co.sz or hand delivered to SWACAA Head Office, Matsapha Airport Road. The Authority will allocate an alternative date of visit if your proposed date is not appropriate. Since the airport is operational, it may not be possible to accommodate all applications due to airport congestion or other unforeseen circumstances. Groups and individuals should ensure that they have followed the above guidelines and have with them written permits prior to undertaking a trip to the Airport. No permit will be issued on arrival 30

31 The Federation of Swaziland Employers & Chamber of Commerce "The Voice of Business in Swaziland" For the 2016/18 Swaziland Business Directory Contact FSE&CC at: Tel: , Fax: Ema ini Business Centre, Mbabane,

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