overview on airport operation

LEARNING & DEVELOPMENT MANAGEMENT “ BASIC AIRPORTS OPERATIONS COURSE ” OVERVIEW ON AIRPORT OPERATION

OVERVIEW ON AIRPORT OPERATION DIVISION BASIC AIRPORT OPERATION COURSE

OBJEKTIVE

To analyze the role of Airport Operations Division

To discuss on AETRA Benchmarking

Airport Operation Division Consists:

AIRPORT OPERATION CENTRE

TERMINAL OPERATION SERVICES

FLIGHT OPERATION CENTRE

LANDSIDE OPERATIONS

AIRPORT OPERATIONS DIVISION

AIRPORT OPERATIONS DIVISION HJ DAUD HOSNAN GENERAL MANAGER MALAYSIA AIRPORT ( SEPANG ) PN ZANITA ZAKARIA SENIOR MANAGER HEAD OF OPERATION MOHD FAUZI AHMAD AOC MANAGER BAHARUDDIN ATAN TERMINAL MANAGER BAHARUDDIN ATAN FOC MANAGER CHENG LI PERNG JAMALULDDIN AIRSIDE OPS MANAGER MOHD ARIFF JAAFAR LANDSIDE MANAGER

The OBJECTIVE OF AIRPORT OPERATIONS DIVISION

To focus on improving the quality of services provided by KLIA

To provide safe efficient and economical operation service to our entire customers

To Comply with Civil Aviation Act 1996 and ICAO standards

THE ROLES OF AIRPORT OPERATIONS DIVISION

To ensure all operation facilities at KLIA are serviceable at all time

To update and enhance SOPs

To manage crisis efficiently

ROLE AND RESPONSIBILITY OF EACH UNIT IN AIRPORT OPERATIONS DIVISION

AIRPORT OPERATION CENTRE ( AOC )

The Centre to monitor, co-ordinate and direct airport operations

Strategic viewpoint of all airport actives

AIRPORT OPERATION CENTRE ( AOC ) ( COUN’T)

Fully co-ordinate operating procedures with Airside, Terminal and Landside division

Promotes safe and efficient airport operations

To interface with various departments and agencies operating in the airport

TERMINAL OPERATION SERVICES

Manage the Main Terminal Building, Satellite Building, Contact Pier, and Bunga Raya Complex

Provide operational services to passengers, airport users, airline operators, concessionaires, government agencies as well as to other relayed agencies.

TERMINAL OPERATION SERVICES ( Cont…)

To manage and work closely with PR Division in handling complaints from customers, airport users and passengers.

To ensure the terminal area are clean and efficient for the comfort and convenience of the passengers.

To ensure that the VVIP/VIP are properly taken care of and ensure safe, smooth and expeditious passage while at the airport

FLIGHT OPERATION CENTRE

Daily Gate Planning

Real Time Gate Management

Flight Information Management ( FIDS )

FLIGHT OPERATION CENTRE ( Cont..)

Slot Co-ordination with MAS

Daily Check-In Counter Allocation

Real Time Check in Counter Management

AIRSIDE OPERATION

Airfield Safety Unit

Licensing and Enforcement Unit

Bird Control and Environment

Space Planning and Logistics

LANDSIDE OPERATION

To ensure the efficiency and safety of the landside activities

To coordinate with internal and external parties on accidents, vandalism, road damage, etc

To formulate and update procedures and policies

PUBLIC TRANSPORT

Access Management

Curbside Management

AETRA BENCHMARKING SURVEY

The International Air Transport Of Association ( IATA) Global Airport Monitoring Customer Satisfaction Benchmarking Program was developed to provide “valuable information for marketing and tracking data”.

Each participant airport can compare their service level with other airports around the world, and explore passengers’ today experience for improvement purposes

Survey Methodology:

The airport survey is conducted by distributing questionnaires to passengers at the gate lounges prior to their departure.

AETRA BENCHMARKING SURVEY

passengers satisfaction survey is conducted on the airport services and facilities

Type of service element:

Airport Services Element

Airline Services Element

AIRPORT SERVICES ELEMENT:

Overall satisfaction with the airport

Ease in finding ways through the airport/signposting

Flight Information Screens

Ease of making connections to other flights

Availability of baggage Carts

Helpfulness and courtesy of the airport staff

Restaurant / Eating Facilities

Shopping Facilities…………..( cont…

AIRPORT SERVICES ELEMENT:

Cleanliness

Airport Comfort

Security Inspection

Parking Facilities

Ground Transportation

Ambience Of The Airport

Business Facilities

Speed of baggage handling

AIRLINE SERVICES ELEMENT:

Waiting Time in Check-In Queue/Line

Efficiency Of Check-in Staff

Courtesy / Helpfulness of Check-In Staff

Business Executive Lounges

KLIA Achievement in The Year of 1999:

For the year 1999,KLIA obtained these status in the World Ranking for Airport between 15 to 25 mppa: No. 4 for Overall Passenger satisfaction No. 3 for Overall Business Passenger Satisfaction No. 5 for Overall Leisure passenger Satisfaction

For all airport categories, KLIA was ranked 6 th Best Airport

KLIA Achievement In The Year 2003:-

1. KLIA voted best emerging airport in Asia in the category for handling less than 500,000 tonnes of cargo

2. KLIA top five airports in the world in terms of overall passengers satisfaction is a survey by AITA, after Dubai, SIN, Hong Kong and Copenhagen Airport

KLIA Achievement In the Year 2003:-

3. KLIA is among the top ten airport in the 2003 Airport Of The Year survey done by Skytrax Research,

4. KLIA 3 rd in the world for the 15-25 mppa category in Airport World Global Services Excellence Award

5. KLIA 2 nd 15-25 mppa category for Middle East/Asia Pacific Region in The Airport World Global Service Excellence Award.

As a conclusion, you should now understand the roles and functions of the airport Operations Division and how the airport measures its services and facilities for improvements and future developments,