ACI-NA Winter and Irregular Operations Management April 23, Rose Agnew

Transcription

1 ACI-NA Winter and Irregular Operations Management April 23, 2014 Rose Agnew

2 Agenda IROPS Causes & Effects Overview Actions HUB Airports ACRP Reports Regional Coordination GTAA Expert Panel (Peer Review)

3 How did we get here? US Centric Events: Severe Weather System Outages Facilities Labor Regulatory Change - CANCELLATIONS DOT Inspector Report DFW hosts Call for Action IROPS Workshop ACI-NA hosts IROPS Customer Care Workshop DOT National Task Force releases Model Guide Regional Diversion Workshops are hosted across the country ACRP research project begins Regional Coordination Starts FAA Diversion Forums (6) ACRP releases Guidebook as ACRP Report 65 Regional Dissemination April - November Regional Coordination Expands

4 IROPS Events: Causes and Effects

5 What are Passenger Needs? Passengers in Stranded Aircraft Information Communication Food/Hydration Cleanliness Special Services Passengers in Terminals Information Communication Food/Hydration Retail Cleanliness Lodging/Rest Ground Transportation Special Services *Source: DOT Working Group 2

6 BERLIN Complexity of IROPS Relationships Consumer Watchdogs / Media Airline PR = Need for Coordination Congress Stakeholders ATCSCC DOT/FAA Public Relations DOT Consumer Complaints Airlines AOC Super Airline Dispatcher ATC Liaison Passengers Ramp Controller DOT/FAA/ATC Ground Controller Center Airspace Station Manager CONDOR Airport Management Terminal Management Airport TSA CBP Structured approach required for IROPS Contingency Planning

7 Agenda IROPS Causes & Effects Overview Actions HUB Airports ACRP Reports Regional Coordination GTAA Expert Panel

8 DFW 2007 Call to Action DFW

9 Irregular Operations (IROPS) Actions FAA Funded ACRP Reports Report 65: Guidebook for IROPS Contingency Planning Report 104: Defining & Measuring Aircraft Delay and Airport Capacity Thresholds Report 106: Being Prepared for IROPS: A Business-Planning and Decision-Making Approach ACRP 10-23: IROPS Stakeholder Communications & Coordination NEW

10 IROPS Guidebook A Systems Approach Approach Airside Related Activities -Lightning -Snow Clearing Departure Airside Landside Runway/ Taxiway Apron/ (Equipment) Parking Ground Transportation -Cars / Busses / Trains -Aircraft Moving -Maintenance -Deplaning -Fueling -Catering -Ground Power -Deicing -RON Parking Gates Airport Transport Terminal Terminal Related Activities -Checkpoint / TSA -CBP - Baggage Handling -Check-In - Retail -Airport Info Gates -Busses -APM Airport Transport Runway/ Taxiway Apron/ (Equipment) Landside Related Activities Parking -Parking Lots Ground Transportation Cars / Busses / Light Rail Trains R. Agnew

11 How do we share information? Airport Operations Airlines Gov. Agencies

12 Sharing Information is Key to Success Our Plan What do you need from us? Diversion Airports Airline(s) Customer Care HUB Airport(s) Your Plans What we need from you. Government Agencies Joint Plan What can we do to support each other? 12

13 IROPS Survey: Lessons Learned / Best Practices Report 65 GTAA Eric Tolten

14 Report 65: Guidebook Elements Part 1 The Fundamentals Part 2 Resource A Topics Resource B Model Guide Resource C Tools Resource D A Sample Plan

15 The Six Step IROPS Planning Process Sustainability Principles Sustainability Principles Sustainability Principles Sustainability Principles Guidebook: Part 1 (Pages 1 23)

16 What do I need to do to get started? Confirm Executive Buy-in Identify the IROPS Champion & establish local IROPS contingency response committee Review local IROPS events Perform self assessment (gap analysis) Remember sharing information is KEY to success Start with Notification and 24/7 Contact Information

17 Local IROPS Committee Local IROPS Committee

18 Review Local IROPS Events Surge situations Aircraft on ground, being serviced, etc. PAX in terminal, through TSA, Concessions, etc. Capacity and capability situations Aircraft at gates PAX in terminal (both sides of security) Off-hours situations Aircraft arrivals PAX in terminal (concessions, staff access to secure side, CBP, TSA availability, etc.) Extended stay situations Aircraft stranded PAX stranded (overnight/several days, in terminal or off site)

19 Agenda IROPS Causes & Effects Overview Actions HUB Airports ACRP Reports Regional Coordination GTAA Expert Panel

20 Who is using Report 65 guidance? During Project: Coordinated planning process was tested at five (5) airports: JFK, SLC, MKE, FWA, ACT After Report 65 was published (2012): Eight (8) regional events were held 480 participants from 152 organizations attended Attendees included 90% of major US Airports plus Regional Airports & Airlines, FAA, TSA, CBP As of Early 2014: Planning guidance has been used at dozens of airports during Regional workshops

21 ACRP Report 65 Regional Dissemination

22 Agenda IROPS Overview Actions HUB Airports ACRP Reports Regional Coordination GTAA Expert Panel

23 GTAA Extreme Weather Event Deep Freeze: January 5 9, 2014 (Rolling IROPS) Ground Stop: 11 hours -25 C (-13F) to -40 C Wind-chill 20 + Diversions Challenges Communications Baggage Handling Equipment Function GTAA Website PAX Food & Water

24 GTAA Approach Peer Review GTAA Staff Review Airlines Ground Handlers Fuelers Nav Canada PAX Focus Groups Peer Review Blue Ribbon Panel Deloitte Hosted by ACI-World Olso Frankfurt DTW Edmonton DFW MSP ACI-NA ACRP Report 65

25 Toronto Pearson Winter Operations Review Timeline January 5-9, 2014 Interactions Interdependences GAPS

26 GTAA Outcomes Go Forward Plan Summary of 12 Recommendations Operations Recommendations Recommendation 1: Revise and test the GTAA s Irregular Operations Plan to harmonize with the operations plans of airport service providers to improve the airport s response to unusual winter weather and other disruptions. Recommendation 2: Establish clear early warning criteria and define joint escalation levels and procedures within the GTAA and among key airport service providers to ensure timely, responsive and coordinated decision making where large scale service level disruptions occur or are imminent. Recommendation 3: Expand and better equip the Emergency Operations Centre to allow for improved coordination of airport service providers. Recommendation 4: Secure additional equipment for unusual winter weather operations to improve the resilience of the airport to weather. Recommendation 5: Proactively deploy warming stations to protect ground support crews during unusually cold weather. Recommendation 6: Establish a joint traffic management team to improve aircraft arrival and departure metering to allow for active management of potential imbalances during irregular operations. Recommendation 7: Improve the GTAA s Apron Snow and Ice Removal Plan to enable better gate access during weather disruptions. Recommendation 8: Develop, implement and test an arrival baggage Irregular Operations Plan and identify baggage system and handling escalation criteria to better monitor the inbound baggage process. Communications Recommendations Recommendation 9: Improve GTAA internal communication. Improve communication protocols with airlines and other airport service providers to enable a clear, consistent and accurate flow of information among service providers. Recommendation 10: Create a passenger facing app, and enhance joint protocols and develop the necessary processes and other tools for irregular operations communications to passengers, media and Toronto Pearson employees to enable timely and effective communication. Passenger Well being Recommendations Recommendation 11: Develop and publish GTAA guidelines for responding to the needs of passengers during irregular operations. Recommendation 12: Establish an Airport Updates web page that becomes the GTAA website s dominant web page during a service disruption, and improve Toronto Pearson s WiFi and cellular capacity. REPORT: Toronto Pearson January 2014 Operations Disruption Review & Recommendations Executive Summary

27 GTAA Outcomes Go Forward Plan Summary of Recommendations Operations Communications Passenger well-being A Champion! Please check-in with Pat Neville from GTAA for more details.

28 IROPS Summary Communication 28

29 Changing the Outcomes Airport Operations Optimize use of infrastructure Mitigate congestion exceeding airport capacity and capability Optimize use of ground handling resources Airlines Improve on-time performance Higher turnaround Mitigate congestion exceeding airport capacity Government Agencies Flexible departure planning Reduce tarmac, ramp and taxiway congestion Mitigate congestion exceeding airport capacity Optimize passenger flow

30 Thank You

31 For More Information Please contact: Rose Agnew Principal Aviation Innovation, LLC Phone

32 ACRP Documents

33 Backup

34 Airline SOC/OCC

35 TABLE TOP Testing TRAINING 1

36 Instant Communication

37 IROPS Response Self Assessment Regional Coordination Five Primary Factors 1. Executive Support Create a Framework to share and contribute Decisions made by all Aviation Service Providers 2. Establish Local IROPS Committee Know your history Mutual Code of Joint Actions & Procedures Our collective reputations 3. Establish Local IROPS Champion Collaboration and Communication Skills Deplaning Parameters The Triggers 4. Table Top Training Events Common Yardstick 5. Share the Vision Unrelenting dedication to Passenger Care Passenger Care Filter Assessment High Medium Low Gap Analysis