The path of Rome Fiumicino Airport to operational excellence. EURO Aviation IT Summit Budapest September 28, 2018

Transcription

1 The path of Rome Fiumicino Airport to operational excellence EURO Aviation IT Summit Budapest September 28, 2018

2 ROME FIUMICINO (FCO) IN NUMBERS >200 DESTINATIONS 41Mln % % PASSENGERS AIRLINES LONG HAUL DESTINATIONS NEW DESTINATIONS LONG HAUL TRAFFIC (2017 vs. 2016) NEW CARRIERS IN 2017 NEW ROUTES IN 2017 CONNECTING PASSENGERS 2

3 AND IN THE PERCEPTION OF PASSENGERS ACI AIRPORT SERVICE QUALITY (ASQ) SURVEY Overall Satisfaction (1: Poor; 5: Excellent) European Airport >40M Pax +32% AIRPORT COUNCIL INT L AWARDS 4,4 4,2 4,0 3,8 3,6 4,36 4,33 4,20 4,15 4,05 4,00 3,97 3,95 3,95 3,4 3,2 3, Q2018 Awarded by Skytrax 4-star rating SKYTRAX Skytrax award World's Most Improved Airport for 2018 WORLD S MOST IMPROVED AIRPORT 3

4 THANKS ALSO TO THE FOLLOWING ACHIEVEMENTS GROWTH FCO connects Rome with the world better and better. In August 2018 FCO recorded the 45 th consecutive month with growth of long-haul traffic (+15,0% vs. PY). CAPACITY Airport capacity continuously increased with zero utilization of new areas. By 2020 the capacity will reach the 50 mln passengers/year threshold (from 37 in 2015). Boarding bridges from 36 to 63. EFFICIENCY In Q1 2018, 83% of flights left FCO on time vs. a 76% average in the EU TOP 25 airports. In 2014 the same number was 75%. EMPLOYEES In less than 5 years the workforce of ADR increased by new employees. 600 as a consequence of the decision to in-source mission-critical activities for airport quality and efficiency. REGULATION On December 2016, FCO became the first airport in Italy and one of the first in Europe to obtain the Aerodrome Certificate according to Commission Regulation (EU) No 139/2014 4

5 CUSTOMERS COME FIRST: TAKING GOOD CARE OF PASSENGERS & AIRLINES 5

6 STRONG FOCUS ON OPERATIONAL EXCELLENCE: CUSTOMER ORIENTED ORGANIZATION AND INFRASTRUCTURE IMPROVEMENT TERMINAL ORGANIZATION IN-HOUSE APPROACH FOR KEY FRONTLINE ACTIVITIES BROWN-FIELD TERMINAL CONTINUOUS IMPROVEMENT ON A 40-YEARS OLD ORGANIZATION INFRASTRUCTURE Terminal management redefined: the new figure of Terminal Manager verifies passenger services functionality (reacting immediately to address any problems) and provides information to the passenger: Dedicated Terminal Manager: supported by a dynamic team (~100 HDC, O&M and cleaning) 9 Information desks Insourced all airport processes with significant impact on the passenger experience in order to gain greater control and reliability and to guarantee excellent levels of service: creation of 100% ADR-owned subsidiaries: Airport Cleaning; ADR Security; ADR Assistance (PRM); ADR Mobility (Parking) Maintenance: insourcing of ordinary maintenance activities Refurbishing existing terminal without additional room (FCO Pax/Mq ratio -15% vs. major European Hubs average), adapting the infrastructure to traffic development and evolution of airport processes, in order to improve: customer experience process efficiency wayfinding 6

7 WITH A KEY-ROLE OF NEW TECHNOLOGIES BEST-IN-CLASS INFRASTRUCTURE STATE OF THE ART PROCESS CONTROL USE OF DIGITAL TECHNOLOGY TO IMPROVE CUSTOMER EXPERIENCE Introduction of new technologies in order to optimize existing infrastructures and improve processes productivity: passport control E-gates Queue beater at security checkpoint X-Ray machines Standard-3 Investment in the most advanced technologies to strengthen the terminal and airside areas monitoring: Extensive participation in SESAR Implementation of iaop & APOC Person Tracking Technology Wi-Fi: No registration required Fast connection speed up to 4 mbps Unlimited duration and data download New App (4 languages): Wayfinding (>2.000 beacons) Flight tracking (push notifications) Connections from/to the airport Possibility to book the parking space Retail information and promotions 7

8 PASSENGER EXPERIENCE: ALWAYS THE CORE OF OUR APPROACH Enhancing comfort and passenger services CLEANLINESS PREMIUM SERVICES COMFORT ENTERTAINMENT Paying peculiar attention to the cleanliness of terminals and toilets: Refurbishment of each sanitary block (precious materials used and handsfree experience) Update of all cleaning procedures and staff training in order to guarantee the right attitude Business services reimagined: Terminal and boarding areas comfort improvement: Transforming the airport into an international theater and showcase of the most prestigious events in Rome >170 events in 2017 Exhibition of original Roman Ancient statues with family-friendly playareas New lounges New daily room hotel and business center New dedicated parking areas with exclusive benefits Personal Shoppers Destress Areas after Security Checks Revamped boarding areas Charging stations Baggage claim refurbishment Free play Pianos in each boarding area Auditorium della Conciliazione: Preview at T3 of the Harry Potter Live Show 8

9 ...WITH A STRONG FOCUS ALSO ON AIRLINES. PERFORMANCE MONITORING Dashboard, based on the first 15 carriers in FCO (up to 80% passengers) focused on: Punctuality Airport charges Performance Capacity SURVEY DEVELOPING FOR COMPREHENSION OF AIRLINE NEEDS Airlines satisfaction and priorities analysis focused on: Infrastructures Terminal services/processes Airside processes Boarding/disembarking management Information Staff services TERMINAL ORGANIZATION COOPERATING WITH THE AIRPORT USERS Continuous cooperation with Airlines and Ground Handlers to maximize operational efficiency and make the best use of the airport capacity 9

10 10 DIGITAL TECHNOLOGIES AS KEY ENABLERS OF THE BUSINESS STRATEGY

11 MAIN OPERATIONAL KPIs SHOW SIGNIFICANT ACHIEVEMENTS Security (1) (mm:ss) 6:05-45% 3:22 Passport Control (1) (mm:ss) :30 Baggage Delivery (1) (mm:ss) :57 39:32-29% -20% 21:20 31:37 Domestic Flight International Flight Comfort satisfaction (2) 2018 YTD 2 0 n.d YTD Cleanliness of toilets satisfaction (2) Wi-Fi satisfaction (2) 2018 YTD 3,50 3,00 2,50 2,00 1,50 1,00 0,50 0,00 2, % 4, YTD 3,63 AVG Europe ,00 3,00 2,00 1,00 0,00 2, % 4, YTD 3,79 AVG Europe ,50 3,00 2,50 2,00 1,50 1,00 0,50 0,00 2, % 4, YTD 3,59 AVG Europe 2017 (1) Waiting time (90% of cases) (mm:ss) (2) ACI ASQ Survey (1 min 5 max) 11

12 BEST IN CLASS NEW INFRASTRUCTURE 12

13 BEST IN CLASS DEVELOPMENT OF NEW INFRASTRUCTURE 1,3 BN INVESTED IN LAST 5 YEARS NEW BOARDING AREA E SQM SQM t CEILING equal to St. Peter s Square flooring LED LIGHTS able to light up 14 times the surface of Milan s Dome EXTERNAL FACADES equal to 48 Olympic swimming pools STEEL equal to 4,5x Eiffel Tower s weight 655 KM CABLE equivalent to distance between Fiumicino Airport and French Border SQM EXTERIOR FLOORING equal to 20 soccer fields 13

14 IN ORDER TO GAIN CAPACITY AND IMPROVE CUSTOMER EXPERIENCE TERMINAL ORGANIZATION CUSTOMER EXPERIENCE CAPACITY INCREASE OPERATIONS IMPROVEMENT New terminal surfaces designed and built in compliance with international best practices and exalting Italian architectural principles (Skytrax audit report 2018) Increasing capacity by 6 million passengers thanks to: sqm of new terminal area 14 loading bridges of which 5 E-code and 2 F-code aa/mm 8 remote areas The construction of the new boarding area has involved processes improvement: new BHS System increasing One Stop Security Flights (avoiding extra security-check for connecting passengers) Doubling Loading-Bridge stands for Extra-Schengen flights 14

15 DELIVERING BEST IN CLASS RETAIL EXPERIENCE RETAIL ACTIVITIES F&B SHOPS SALES IN SQM SQM >200M NEW BOARDING AREA E WALK-THROUGH LAYOUT FOR MAIN DUTY FREE SHOP SQM F&B SHOPS RETAIL POINT OF SALES

16 16 NEW BROWN-FIELD DEVELOPMENTS COME NEXT

17 WE WILL MAKE THE BEST USE OF THE CURRENT AIRPORT GROUND BY STAYING UNDER ONE ROOF AS LONG AS POSSIBLE BOARDING AREA E and TERMINAL 3 EXTENSION COMPLETED IN DEC 2016 TERMINAL 1 EXTENSION TO BE COMPLETED IN 2022 BOARDING AREA A TO BE COMPLETED IN

18 18 WITH PROJECTS LIKE THE NEW ICONIC «PIAZZA» IN THE REFURBISHED TERMINAL 1

19 THE FULL UTILIZATION OF THE CURRENT GROUND WILL ALLOW FCO CAPACITY TO GROW UP TO 55 MPPA NEW INFRASTRUCTURES BUILDING ON THE BUILT T2 CLOSURE +6 MPPA BOARDING AREA A 23 new gates T1 EXTENSION departures level T1 EXTENSION arrivals level +3 MPPA RENOVATIONS T3 RENOVATION +2 MPPA MPPA CAPACITY 44 MPPA 2018 CAPACITY 50 MPPA 2020 CAPACITY 55 MPPA BESIDE OPTIMIZING PROCESSES METHODS RESOURCES FACILITIES 19

20 21 THE NEW BUSINESS CITY OF ROME

21 A NEW BUSINESS CITY AT THE HEART OF ITALY S TRANSPORTATION SYSTEM 7 Buildings sqm (co)working space sqm for retail and food parking spaces sqm conference areas sqm gardens&green 22

22 THE CORNERSTONES OF THE AIRPORT REAL ESTATE DEVELOPMENT TERMINAL ORGANIZATION NEW BUSINESS CITY OFFICE TOWER THE THIRD HOTEL Construction start in H Opening of phase 1 (first 5 buildings) in H2 2022, phase 2 a year later Environmental certification LEED Gold 800 seat auditorium located in the Congress Centre (1300 pax) Construction starts in 2019 and ends in 2021 In close proximity of Terminal 1 Environmental certification LEED Gold Gross surface of sqm and cost of 32 M Euro Construction start in H and ends in H Adjacent to Terminal 1 Environmental certification LEED Gold 289 rooms, gross surface of sqm and total cost of 35 M Euro TOTAL ESTIMATED INVESTMENT OF 240 M EURO 23

23 THANK YOU The Vitruvian man statue, made by artist Mario Ceroli, was restored in As of today, the statue is installed at the the center of the airport, becoming the new meeting point In the departure hall of Terminal 3 for passengers 24