S T R A T E G I C P L A N

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2 1 Itroductio P3 About the Commissio for Aviatio Regulatio P4 3 Missio ad Strategic Goals Cotets 6 Fiacially Strog Travel Agets ad Tour Operators P11 P5 7 Robust Framework to Eforce Passeger Rights P13 9 Summary of Goals, Objectives ad Actios P16 4 Efficiet, High-Quality ad Safety Coscious Airport Services P6 8 Regulatio that Represets Best Iteratioal Practice P14 Appedix 1 Orgaisatio Structure P0 5 Safe ad Fiacially- Robust Airlies ad Groudhadlers P10 Commissio for Aviatio Regulatio, 3rd Floor, Alexadra House, Earlsfort Terrace, Dubli, D0 W773. Tel: Fax: ifo@aviatioreg.ie The Commissio ackowledges daa for the provisio of high quality images used i this report.

3 1 Itroductio This is the first Strategic Pla that the Commissio for Aviatio Regulatio has published for a umber of years. We have decided to publish this Pla because there are a umber of areas where we eed to cosider chages to the regulatory framework curretly i place. Our last price determiatio for Dubli Airport was made i 014 ad rus for the period 015 to 019. The ext determiatio eeds to be i place by late 019. Now is the time to review ad improve the processes we used i the last determiatio to apply i the ext roud. This would iclude cosiderig the potetial for improvig the level of cosultatio betwee the airport, airlies ad passegers ad examiig the regulatory model to esure it is sufficietly flexible to adapt to chagig circumstaces; for example, the recet uexpected growth i passegers goig through Dubli Airport. There is also a ew Europea Directive that eeds to be i place by mid- 018 cocerig the rights of people who buy package holidays from Tour Operators ad Travel Agets that are licesed by this Office or by other Europea Member States. This Strategic Pla, for the period 017 to 019, clearly sets out what we ited to cocetrate o i the ext three years ad will uderpi our work plas for the same period. We will be reviewig our Strategic Pla each year to make sure it remais relevat. 3

4 About the Commissio for Aviatio Regulatio The Commissio for Aviatio Regulatio regulates certai aspects of the aviatio ad travel trade sectors i Irelad. It was established o the 7th February 001 uder the Aviatio Regulatio Act, 001. It is a idepedet public body uder the auspices of the Departmet of Trasport, Tourism ad Sport ad is accoutable to the Houses of the Oireachtas. The Commissio liceses the travel trade i Irelad. Tour Operators ad Travel Agets apply each year ad we issue them with liceces whe they meet certai criteria. As part of this fuctio, the Commissio admiisters a bodig scheme ad a travellers protectio fud. This allows us to reimburse may travellers i the evet of a licesed travel aget collapse. The Commissio is i charge of settig the maximum level of airport charges at Dubli Airport for regulatory periods of a miimum of 4 years. Dubli Airport is subject to ecoomic regulatio sice it has sigificat market power i the Irish airport market. This meas that if there is o price regulatio, Dubli Airport ca set the prices that it charges to airlies usig its facilities at levels that are higher tha ecessary. This is true for ay compay that has sigificat market power. Our role is to set a price which closely mirrors what might be charged i a competitive eviromet thus protectig the iterest of users of the airport. We also esure that the ifrastructure ad services provided meets the eeds of the users. The charges collected by the airport are passed through to passegers by the airlies, as part of the price of their ticket. The Commissio is resposible uder EU legislatio for dischargig Irelad s resposibilities for schedule coordiatio/slot allocatio at Irish airports ad the appoitmet, where ecessary, of a schedules-facilitator/slot-coordiator. Dubli Airport is the oly coordiated airport i Irelad, where demad exceeds capacity. This meas that more airlies tha ca be accommodated wat to fly out of Dubli Airport at the same time. It is our resposibility to appoit someoe to decide at what time each airplae ca take off or lad. A compay called Airport Coordiatio Limited curretly carries out this fuctio at Dubli Airport. The Commissio is also resposible for licesig Irish-based Air Carriers i accordace with EU legislatio. It is also the competet authority i Irelad for approvig groudhadlig operatios at Dubli, Shao ad Cork Airports. The Commissio has a sigificat role to play i addressig complaits agaist airlies ad all airports i Irelad. We are the agecy you cotact if you have bee deied boardig, have bee dowgraded or if your flight has bee cacelled or delayed. Whe ecessary we will forward your complait to aother regulator, as we ca oly deal with airlies flyig out of Irelad or EU airlies flyig directly ito Irelad from somewhere outside Europe. I additio, we work to esure that people with disabilities or reduced mobility are offered the same opportuities for air travel comparable to those of other citizes at all Irish airports. To this ed we deal with queries ad complaits where a airlie has refused to allow a passeger o board. We also set out what assistace these passegers should expect from airports ad airlies. Fially, we look at compesatio for lost or damaged wheelchairs, mobility equipmet or assistive devices. Appedix 1 sets out our orgaisatio structure. 4

5 3 Missio ad Strategic Goals The Commissio for Aviatio Regulatio has developed a Strategic Pla for the period 017 to 019 to provide iformatio to Air Passegers, Travel Agets, Tour Operators, Airlies, Groudhadlers, Airports ad other stakeholders about our highlevel work objectives for the ext three years. These objectives may chage over time due to chages i our workig eviromet. At the momet the Departmet of Trasport, Tourism ad Sport is carryig out a review of airport charges regulatio. The coclusio of this study may impact o the work carried out by the Commissio. Eve with this ucertaity, we thik it is importat to provide stakeholders with iformatio o what we ited to do i the short to medium-term. We will, of course, adjust our strategic objectives i light of ay chaged circumstaces as they occur. Efficiet, high-quality ad safety coscious airport services Safe ad fiacially-robust Airlies based i Irelad ad Groudhadlers at the three state airports Fiacially strog Irish Travel Agets ad Tour Operators A robust framework to eforce passeger rights i all Irish airports A regulatory framework that represets best iteratioal practice I this Strategic Pla, we list the objectives that we eed to achieve to meet our goals. We also provide more detail o the actios that we will udertake to achieve our objectives. Over the ext three years, the missio of the Commissio for Aviatio Regulatio will be to protect the iterests of Air Passegers. We will achieve our missio by focusig o five strategic goals. We will focus o deliverig: We pla to achieve our strategic goals while strivig for the best use of resources, value for moey ad operatig uder strict corporate goverace arragemets. We will moitor our performace agaist this pla at the ed of each year ad iclude a commetary i our aual report. 5

6 4 Efficiet, High-Quality ad Safety Coscious Airport Services Oe of the key objectives for the Commissio for Aviatio Regulatio for the period 017 to 019 will be to apply price cap regulatio to Dubli Airport i lie with our three statutory objectives1. We must protect the reasoable iterests of curret ad prospective users of Dubli Airport. We must also facilitate the efficiet ad ecoomic developmet of Dubli Airport which meets the requiremets of curret ad prospective users of Dubli Airport ad we must eable Dubli Airport to operate ad develop i a sustaiable ad fiaciallyviable maer. This will be doe i the cotext of a fast-chagig idustry. Dubli Airport was the fastest-growig Airport i Europe i the first semester of 016, withi the group of airports that welcome more tha 5 millio passegers aually. Growth at Dubli Airport was higher tha expected by ourselves, the airport ad the airlies. Coversely, i the late 000s there was a dramatic ad uexpected reductio i passegers travellig through Dubli Airport. Give that we regulate Dubli Airport charges o a five year cycle, these examples highlight the eed to icorporate sufficiet flexibility i the regulatory model to deal with ucertai demad for services ad ifrastructure. Figure [1]: Dubli Airport is the Fastest-growig i Europe i 016* 11.50% 11.0% 9.0% 9.10% 7.70% Dubli Barceloa Amsterdam Copehage Madrid Barajas *Withi the group of airports welcomig more tha 5 millio passegers aually. Table Source: ACI EUROPE Airport Traffic Report released o 17th February 017. Objective 1: Set efficiet charges at Dubli Airport Overall Satisfactio To set a price cap for Dubli Airport for the ext regulatory period 00-04, which emulates as 5.00 closely as possible a competitive outcome, i order to protect the iterests of curret ad prospective users. Extesive cosultatio i 018 ad 019 will iform this price cap. Prior to this, we will develop 4.00 policy which is i accordace with best regulatory practice ad which allows us to achieve our statutory objectives. As part 3.00of this preparatio we will egage with stakeholders o the chargig priciples proposed by the Natioal Civil Aviatio Developmet Forum to determie to extet to which they are to be accommodated.00uder existig legislatio. It is worth otig that the curret regulatory framework does ot preclude Dubli Airport from eterig ito bilateral agreemets I 016 The Departmet of Trasport, Tourism ad Sport commeced a review of ecoomic regulatio of Irish airports. Implemetig ay ew legislative framework derived from the review will form part of our strategy. Q1 013 Q1 014 Q Q1 016

7 4 Efficiet, High-Quality ad Safety Coscious Airport Services Competitive airport charges beefit passegers directly, through reduced fares ad idirectly, through a larger umber of routes becomig profitable for airlies, especially for low cost ad short haul routes. For istace, as oted i our submissio to the cosultatio of the Departmet of Trasport, Tourism ad Sport, airport charges for a low cost airlie such as Ryaair were 13% of its costs for the fiacial year eded 31 March 016. Table 1: Airport charges as a proportio of low-cost airlie s costs ad ticket prices paid by passegers Ryaair Costs / Year eded March 016 Fuel 19 3% Airport ad hadlig charges 8 13% Route charges 6 10% Staff costs 6 9% Other 9 15% Operatig Profit 14 % Total % Source: Ryaair Aual Report 016 To regulate ad moitor the cost-efficiet provisio of capital projects, i particular the North Ruway project, givig icetives for Dubli Airport to operate efficietly ad sustaiably to the beefit of curret ad future users. The North Ruway is the secod largest project at Dubli Airport sice regulatio started i 001, followig the costructio of Termial. Table : The North Ruway as % of the Total Capital Allowace for Type of Allowace Amout Share North Ruway 46.7m 38% Other Triggered Allowace 61.3m 9% Allowed Flexible 60m 40% Allowed No-flexible 81m 1% Total 649m 100% Source: CAR 014 Determiatio To cotiually moitor the compliace of airport charges, as well as fees charged to airlies for passegers with reduced mobility ad the quality of service measures at Dubli Airport, to esure passegers, icludig those with disability, cotiue to have access to effective, high-stadard services. 7

8 4 Efficiet, High-Quality ad Safety Coscious Dubli Barceloa Amsterdam Copehage Madrid Barajas Airport Services Figure : Cosumer Satisfactio at Dubli Airport Overall Satisfactio Q1 013 Q1 014 Q1 015 Q1 016 Table Source: Dubli Airport reported ACI Survey Results. Objective : Icrease stakeholder ivolvemet i decisio makig 180 Figure1603: Dubli Airport ad stakeholders DUB 013 DUB 014 DUB 015 DUB LHR LGW STN 016 I MAN LCY I To put i place a framework to ecourage a icreased level of cosultatio o airport charges ad ew ifrastructure. Meaigful ad trasparet cosultatio betwee Dubli Airport ad stakeholders is essetial, give the lack of competitio that would otherwise esure that airport charges are justified ad that required capital ifrastructure is supplied at miimum cost. This will also help to prevet ivestmet i ifrastructure that is ot eeded or cost-iefficiet. This will assist us i achievig our objective to facilitate the efficiet ad ecoomic developmet of Dubli Airport to meet the requiremets of curret ad prospective users. 8

9 4 Efficiet, High-Quality ad Safety Coscious Airport Services Dubli Barceloa Amsterdam Copehage Madrid Barajas To examie how to better egage the passeger i the regulatory process ad to esure the service provided ad the cost paid matches their expectatios. The Commissio will edeavour to implemet ew mechaisms to become better iformed of the views ad eeds of passegers ad to better reflect them i the airport charges determiatio. Overall Objective 3: Promote competitio adsatisfactio facilitate ew etry ito 5.00 relevat markets 4.00 To declare slot-coordiatio parameters at Dubli Airport i a way that makes best use of available ifrastructure. This should help potetial ew airlie etrats ad beefit passegers. Dubli Airport 3.00 is a level 3 airport (fully coordiated), where demad exceeds capacity, ad slot allocatio permits the efficiet use of the limited airport resources to the beefit of airport users ad passegers..00 To egage a idepedet slot-coordiator at Dubli Airport to allocate airport slots i a eutral, 1.00 efficiet, ad trasparet maer ad i accordace with the IATA Worldwide Slot Guidelies agaist Airlies operatig without a slot at Dubli Airport. Sactios have bee To eforce sactios 014 they remai Q1 015 Q1 016 effective at reducig Q1 such013 operatios, Q1 although higher compared to those i airports i Lodo ad Machester i the UK i 015. Figure 4: Operatios without slot at Dubli Airport DUB 013 DUB 014 DUB 015 DUB LHR I LGW STN 016 MAN LCY I To esure that Access to Istallatio (ATI) fees charged to Groudhadlers at Dubli, Cork ad Shao Airports are relevat, objective, trasparet, ad o-discrimiatory, thus allowig fair access to the market. 9

10 5 Safe ad Fiacially-Robust Airlies ad Groudhadlers The Commissio is the competet authority i The Commissio curretly liceses 14 Irish-based Irelad for licesig Air Carriers ad approvig Air Carriers ad 45 Groudhadlig operators Groudhadlers operatig at Irish airports. All at Dubli, Shao ad Cork Airports. The total Air Carriers who trasport passegers for hire or umber of liceces i issue over the last umber reward must hold a valid Operatig Licece ad of years has remaied costat, with oly margial Air Operator s Certificate. A Operatig Licece is chages from year to year. This tred is expected issued by the Commissio for Aviatio Regulatio to cotiue; although the implicatios of Brexit to Air Carriers who have their pricipal place of may brig a level of ucertaity as UK-based busiess i Irelad. A licesed Air Carrier must airlies could seek to apply for a Irish operatig also have, ad for the duratio of the Operatig licece i order to allow them to cotiue to avail Licece hold, a Air Operator s Certificate (AOC). of access to Europea routes followig Brexit. The Irish Aviatio Authority is resposible for the Other airlies have also sigalled their itetio gratig of AOCs to Irish Air Carriers. Licesed to apply for a Irish Operatig Licece. I additio, Air Carriers are moitored closely to make sure ecoomic recovery has cotributed to growth at they meet a umber of requiremets icludig our airports, especially at Dubli. This growth, ad safety stadards, satisfactory isurace cover ad future aticipated growth, may result i a icrease fiacial fitess. i licece holders ad/or expasio by existig licece holders, especially i the groudhadlig The Commissio also grats approvals to compaies area as demad for these services icreases. egaged i groudhadlig activities at Cork, Dubli ad Shao airports. Groudhadlig Although there are o sigificat chages expected broadly comprises all those services required by a to the regulatory framework i these areas, the aircraft betwee ladig ad take-off; for example Commissio will be moitorig the impact of the marshallig aircraft, loadig/uloadig, refuellig, Europea Commissio revisio of the EASA Basic baggage hadlig, passeger hadlig ad aircraft Regulatio, which icludes proposals for the maiteace. A airlie may choose to provide itroductio of requiremets for the safe provisio services for itself (self-hadlig) or cotract with of groudhadlig services. It will be ecessary aother compay (third-party hadlig), be it a to cosider how ay ew proposals will sit with airlie or a dedicated groudhadlig compay. the existig groudhadlig regime. Similarly, we The Commissio esures that groudhadlig will moitor the evaluatio of the applicatio of approval holders comply with legal requiremets Regulatio (EC) No 1008/008 ad ay chages i such as fiacial fitess ad techical competece. legislatio. Objective 1: Operate a efficiet process for licecig airlies ad groudhadlers Cotiue to be effective by keepig our systems ad iteral processes uder review. Review timelies for resposes, processes for licece issue, reviews, reewals, withdrawals or revocatios. Further coordiate processes with the IAA i our respective roles of issuig liceces to airlies ad review our iformatio-sharig arragemets. Explore how relevat groudhadlig objectives could be most efficietly achieved at Irish airports withi the scope of the existig legislative ad regulatory frameworks. 10

11 6 Fiacially Strog Travel Agets ad Tour Operators May people buy holidays from Travel Agets ad Tour Operators. These compaies ca be based i Irelad, elsewhere i Europe ad outside Europe. There are a rage of rules, set out i legislatio, that are used to determie if liceces are required. The Commissio will issue liceces to Travel Agets ad Tour Operators who have demostrated that they have the ecessary busiess, orgaisatioal ad fiacial capabilities ad have put a bod i place for the protectio of the travellig public. These bods, together with a travellers protectio fud, are used to provide protectio to some classes of customer i the evet of a collapse (either by issuig refuds or arragig repatriatios). Legislatio uderpiig the curret bodig ad travel protectio arragemets dates back to 198 ad sice the there have bee sigificat developmets i how people book ad pay for their holidays, particularly with the advet of the iteret. The EU Services Directive ad crossborder tradig rules have led to amedmets i the laws i Irelad. As a result, the type ad level of protectio available to Irish customers may vary depedig o the locatio of the compay they are bookig their holiday with, ad the type of products that are beig purchased. A ew Europea Commissio Package Travel Directive (015/30/EU) has bee adopted, which aims to harmoise protectio across Member States. This Directive eeds to be trasposed ito Irish legislatio by Jauary 018 ad will come ito force i July 018. This may brig chages to the regulatory eviromet for the sector, as well as chages to how this office carries out its fuctios. The Commissio will work with the Departmet of Trasport, Tourism ad Sport ad the travel trade idustry to develop a clear uderstadig of the requiremets of the Directive ad ay chages that may be required to be made to existig arragemets. This will be a key area of work durig 017 ad we will cosult widely with the travel trade idustry ad other iterested parties whe developig optios. Recet years have see some growth i the travel trade idustry, with the umber of licesed Travel Agets icreasig slightly each year. The majority of ew applicats have bee o-irish compaies. Sice the vote by the Uited Kigdom to leave the Europea Uio, we have oted a slight icrease i iterest from compaies established i the UK seekig to ope a brach i Irelad. I time we ca determie if this becomes a tred. Every year Travel Agets ad Tour Operators apply to the Commissio for a licece. We assess their fiacial, busiess ad orgaisatioal capabilities before decidig whether or ot to issue a licece to a applicat. Oce a licece is issued, we cotiue to moitor the performace of Travel Agets ad Tour Operators to determie if they are complyig with the licece coditios. Ufortuately, compay collapses do occur ad i the last six years there have bee four such icideces. I each case the Commissio has admiistered refuds to affected customers. The most sigificat collapse occurred i July 016 (Lowcostholidays Spai SL), which resulted i over 4,000 claims. We will be reviewig curret bodig ad customer protectio arragemets to esure that they remai fit for purpose. 11

12 6 Fiacially Strog Travel Agets ad Tour Operators Objective 1: Implemet requiremets of the Package Travel Directive We will work closely with the Departmet of Trasport, Tourism ad Sport, the travel trade idustry ad other iterested parties to determie what chages eed to be made to curret regulatory arragemets i order to comply with the 015 Package Travel Directive (for example, i the areas of licesig, bodig ad travel protectio). I tadem with this, we will review our ow iteral processes to esure we ca cotiue to fulfil our legal remit. We will work with the travel trade idustry ad other iterested parties to idetify optios ad implemet ay chages that eed to be made. We will cosult widely ad aim for a smooth trasitio from the curret scheme to the future oe. Objective : Provide adequate protectio to the travellig public We will review curret bodig ad travel protectio arragemets i cosultatio with stakeholders to esure they remai effective give our experiece of compay collapses over time. Some compaies sell holidays to customers without havig the ecessary licece i place. If such a compay were to collapse, its customers are ot protected by our scheme. We will cotiue to review our iteral processes for moitorig the sector so that we ca effectively ivestigate such activities. 1

13 7 Robust Framework to Eforce Passeger Rights The Commissio deals with queries ad complaits where passegers are deied boardig or their flight is cacelled or subject to a log delay. I additio we eforce the rights of disabled persos ad persos with reduced mobility whe travellig by air. virtue of the fact that passeger complaits arisig from flights departig i the UK ad arrivig ito Irelad, will ow fall withi our remit. This differs from the situatio today where these complaits are dealt with by the Civil Aviatio Authority i the UK. The public s awareess of their rights has grow steadily i recet years ad this tred is actively ecouraged at both atioal ad Europea level, through a mixture of media campaigs ad other advertisig strategies. However, from our experiece there is room to further icrease the public s awareess of their rights. This icreased awareess, coupled with the sectoral growth projected by may airports i Irelad, may lead to a icrease i the volume of complaits received by this office i the comig years. Brexit may, i time, result i a icrease i complait volumes, by I light of this, our strategy for the period 017 to 019 is twofold. Agaist a backgroud of a likely icrease i volume of complaits, we will review our complait-hadlig service to esure it cotiues to operate effectively. It is worth otig that for every 1,000 valid complaits that we deal with, we also assist over 3,000 other idividuals by providig them with iformatio (see Table below). This effort may be better directed at icreasig public awareess of air passeger rights, which i tur may reduce the volume of queries received. Table 3: Overview of complait versus query volumes from Year Queries Valid Complaits Total Objective 1: Deal with passeger complaits efficietly, effectively ad fairly Review our complait-hadlig processes, ivestigatig opportuities to reduce volume of queries that fall outside our remit. Objective : Icrease the travellig public s awareess of their rights Develop a commuicatios pla, icludig a review of our websites, to icrease awareess of air passeger rights. Egage with stakeholders to address source of complaits. 13

14 8 Regulatio that Represets Best Iteratioal Practice The world withi which CAR operates is ot static. By way of example, the ew Package Travel Directive is likely to brig chages to how we licece Travel Agets ad Tour Operators ad chages to how customers are protected i the evet of a compay collapse. This will preset a challege to the Commissio to esure that Irelad has the appropriate customer protectio measures i place. However, all Member States have to carry out a similar exercise ad it is importat that we lear from the experieces of other Member States, to esure we have a regulatory framework i Irelad that best suits the eeds of Irish customers. The Departmet of Trasport, Tourism ad Sport is cosultig o the ecoomic regulatio of airport charges ad the outcome of that process is ot yet kow. We eed to be prepared to adapt our regulatory framework to accommodate the outcome of that cosultatio. I ay evet, there are at least two areas where we ca ehace the curret model of regulatio. We ca work with the idustry to icrease the level of egagemet betwee Dubli Airport, airlies ad passegers whe decisios that impact o these parties are made ad explore how the voice of the passeger ca be better heard i the cosultatio process. Agai, CAR ca lear from the experieces of other coutries whe dealig with these challeges. Retaiig the right people with the skills ad experiece ecessary, together with ehacig those skills will be a sigificat challege for CAR, particularly as competitio for these skill sets icreases across the domestic ecoomy. We also recogise that as a small kowledge-based orgaisatio, collaboratio ad iformatio-sharig remais importat to the successful achievemet of our goals. This will require flexibility i our orgaisatio structure ad job roles i order to respod to the rapidly chagig exteral eviromet i ways that remai effective ad efficiet. We rely upo the expertise ad kowledge of our staff to achieve our strategic goals ad we eed to sustai motivatio ad ehace our kowledge i order to be i a costat state of readiess to meet the challeges ahead. Objective 1: Operate efficiet ad fit-for-purpose systems We will review our systems for issuig liceces to Airlies, Groudhadlers, Tour Operators ad Travel Agets to make sure that they remai up-to-date ad represet best practice. I doig this we will look to other, similar agecies to draw from their experieces. I additio, we will look to imposig the miimum level of regulatory requiremets ecessary for applicats. We will bechmark ourselves agaist other agecies to esure we are usig best practice i eforcig passeger rights, promotig their rights ad esurig airlie compliace. Objective : Cosult effectively with stakeholders Develop ad implemet a formal commuicatios pla for each of the sectors we operate icludig Airlies, Groudhadlers, Airports, Travel Agets, Tour Operators ad passeger represetatives. Egage early ad cosult widely with stakeholders ad operate a policy of o surprises. Develop a formal pla for regulatory compliace visits to licesed etities. Cotiue to egage with regulators ad idustry both atioally ad iteratioally to improve our regulatory practice. Natioally, the Ecoomic Regulatory Network is a groupig of the key Irish ecoomic regulators that was setup i respose to the Govermet s iitiatives o Better Regulatio. This etwork shares best practice, which supports a more cosistet regulatory approach. 14

15 8 Regulatio that Represets Best Iteratioal Practice Cotiue to actively participate i the Thessaloiki Forum of Europea Airport Charges Regulators to promote best practices i the ecoomic regulatio of airports ad the evaluatio of the Airport Charges Directive. To date the Commissio has chaired the 016 subgroup examiig cosultatio ad the weighted average cost of capital (WACC). Europea-level guidelies were published i December Co-ordiate with other relevat agecies i relatio to the regulatio of Dubli Airport. For example the IAA is the safety regulator ad soo to be resposible for evirometal oise regulatio. We will review our joit workig arragemets to esure we work efficietly together where required. Develop a approach to regulatory policy i preparatio for our 019 Dubli Airport Determiatio accordig to best iteratioal practice, i particular, cocerig better passeger represetatio, trasparecy, flexibility, ad costructive cosultatio betwee Dubli Airport ad users. Keep up-to-date o developmets (icludig the impact of Brexit o aviatio) ad provide iformatio to stakeholders i a timely maer. Publish a strategic pla for the period 017 to 019 settig out our goals for that period ad the key areas of work o which we ited to focus. Review the structure ad cotet of our mai website ad our cosumer-focused website (flightrights.ie) to esure we provide stakeholders with iformatio that is easy to access ad uderstad. Objective 3: Maitai a Skilled ad Motivated Staff Alig resource educatio ad developmet plas with this strategic pla. Put i place a traiig pla for staff developmet based o a aalysis of the skill ad competecy requiremets of CAR. As part of this process, develop our kowledge further o the specific traiig requiremets which apply i the Groudhadlig area. Cotiue to use our Performace Maagemet Developmet System to esure best busiess practice together with facilitatig idividual ad orgaisatioal educatio ad developmet eeds idetificatio. Develop ad implemet a kowledge maagemet system i order to retai ad ehace our skill set appropriate to the eeds of CAR

16 9 Summary of Goals, Objectives ad Actios Efficiet, High-Quality ad Safety Coscious Airport Services Objective 1 Actios Set efficiet charges at Dubli airport Set a price cap for Dubli Airport for the ext regulatory period ad cosider other regulatory approaches cosistet with legislatio. Regulate ad moitor the cost-efficiet provisio of capital projects. Moitor the compliace of airport charges ad the quality of service measures at Dubli Airport. Objective Actios Icrease stakeholder ivolvemet i decisio-makig Ecourage icreased level of cosultatio o charges ad ifrastructure. Examie how to better egage the passeger i the regulatory process. Objective 3 Actios Promote competitio ad facilitate ew etry ito relevat markets Declare slot-coordiatio parameters at Dubli Airport to optimise the use of ifrastructure, facilitatig ew airlie etrats. Appoit a idepedet slotcoordiator. Eforce sactios for airlies operatig without a slot. Esure fees charged to Groudhadlers are relevat, objective, trasparet ad o-discrimiatory. 16

17 9 Summary of Goals, Objectives ad Actios Safe ad Fiacially Robust Airlies ad Groudhadlers Objective 1 Actios Operate a efficiet licesig system Cotiue to be effective by keepig our systems ad iteral processes uder review. Review timelies for resposes, processes for licece issue, reviews, reewals, withdrawals or revocatios. Further coordiate processes with the IAA i our respective roles of issuig liceces to airlies ad review our iformatio-sharig arragemets Explore how relevat groudhadlig objectives could be most efficietly achieved at Irish airports withi the scope of the existig legislative ad regulatory frameworks. Fiacially Strog Tour Operators ad Travel Agets Objective 1 Actios Implemet requiremets of the Package Travel Directive Work closely with stakeholders to determie requiremets. Idetify optios ad implemet ecessary chages. Objective Actios Provide adequate protectio to the travellig public Review bodig ad travel protectio arragemets to esure they remai effective. Ivestigate cases of alleged mistradig. 17

18 9 Summary of Goals, Objectives ad Actios Robust Framework to Eforce Passeger Rights Objective 1 Actios Deal with passeger complaits efficietly, effectively ad fairly Ivestigate opportuities to reduce volume of queries that fall outside our remit Egage with stakeholders to address source of complaits. Objective Actios Icrease travellig public s awareess of air passeger rights Develop a commuicatios pla, icludig a review of our websites, to icrease awareess of passeger rights. 18

19 9 Summary of Goals, Objectives ad Actios A Regulatory Framework that Represets Best Iteratioal Practice Objective 1 Actios Operate efficiet ad fit-for-purpose systems Review systems for licesig Airlies, Groudhadlers, Tour Operators ad Travel Agets to esure best practice. Bechmark ourselves agaist others to esure best practice i eforcig ad promotig passeger rights ad airlie compliace. Objective Actios Cosult effectively with stakeholders Implemet a commuicatios pla to update stakeholders. Cotiue to egage with regulators ad idustry both atioally ad iteratioally to improve regulatory practices. Actively participate i the Thessaloiki Forum of Europea Airport Charges Regulators ad the evaluatio of the Airport Charges Directive. Co-ordiate with other relevat agecies i relatio to the regulatio of Dubli Airport. Develop regulatory policy i preparatio for our 019 Dubli Airport determiatio drawig from experiece of other regulatory bodies. Keep up-to-date ad provide iformatio to stakeholders (icludig the impact of Brexit o aviatio) i a timely maer. Publish a strategic pla. Review ad improve websites. Objective 3 Actios Maitai a skilled ad motivated staff Alig resource educatio ad developmet plas with this strategic pla. Put i place a traiig pla based o a aalysis of the skill ad competecy requiremets of CAR. Cotiue to use our Performace Maagemet Developmet System to esure best busiess practice. Develop ad implemet a kowledge-maagemet system. 19

20 Orgaisatio Structure COMMISSIONER Cathy Maio DIRECTOR OF ECONOMIC REGULATION Adria Corcora ECONOMISTS Maria Baquero Luke Maig DEPUTY COMMISSIONER / DIRECTOR OF LEGAL David Hodett AVIATION LICENSING MANAGER Louise O Dwyer AVIATION LICENSING OFFICER Joae Molloy AIR PASSENGER RIGHTS MANAGER DIRECTOR OF ADMINISTRATION DIRECTOR OF FINANCE Bria Higgis Josephie O Reilly OFFICE MANAGER Patricia Barto Sorcha McDoald AIR PASSENGER RIGHTS OFFICERS ADMINISTRATOR Michael Dowlig, Deborah Maguire Adriee Sudquist RECEPTIONIST TRAVEL TRADE LICENSING MANAGER Sarah Fischer TRAVEL TRADE LICENSING OFFICERS Fioa Hewso, Noel McDermott, Liam O Coor

21 Commissio for Aviatio Regulatio, 3rd Floor, Alexadra House, Earlsfort Terrace, Dubli, D0 W773, Irelad. Tel: Fax: ifo@aviatioreg.ie