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HOW THE WORLD WILL TRAVEL
EXPLORING THE CULTURAL ASPECTS OF PASSENGER FACILITATION
JUSTIN WASTNAGE - DIRECTOR, AVIATION POLICY
Airports of the Future Final Showcase. Brisbane, 20 August 2013
Tourism & Transport Forum
• Tourism & Transport Forum (TTF) is a national, member-funded
CEO forum, advocating the public policy interests of leading
organisations in Australian tourism, transport and aviation
TTF and AotF
• Founding member of the STCRC – now defunct
• TTF formed strategic research alliances with a number of key
universities including University of Queensland, Victoria University
and Queensland University of Technology
• Partner of QUT on Airports of the Future project since 2009
• Find legislative pathways for technological solutions
TTF’s advocacy role
• Get government out of the way
or
• Get government involved
• Fundamentally, win the argument
• Build economic case
• Build relationships
• Use the media
• Rally industry
• Play politics
TTF’s interest in passenger facilitation
• Federal government committees
• National Passenger Facilitation Committee
• Tourism Access Working Group
• Tourism Visa Advisory Group
• Streamlining trans-Tasman border formalities
• Automate outbound controls
• Introduce NZ Arrivals lane
• Lightweight CIQ model
Factors grinding away at pax facil
PESTLE
• Political – Air liberalisation creates greater demand
• Economic – Growth in emerging economies in Asia
• Social – Changing traveller demographics
• Technological – Automation of current border formalities
• Legislative – Global interoperability standards
• Environmental – Sustainability of airports
Australia’s shifting tourism market
Impact of Asian Century on pax facil
• VIP processing • In-flight immigration
Changing expectations
International travellers want….
• More efficient check-in and
baggage drop (72%) *
• More self-service kiosks (28%)
• Overall terminal ambience (39%)
*Source: Amadeus – Reinventing the Airport Ecosystem, 2012
Responding to passengers
The personal touch
• Baggage porters for families
• Lounges for business travellers
• Interpreters for international visitors
• Sustained funding for frontline Customs staff
Guest assistance
• Fast track through immigration and language support
Demographics
Ageing travellers
• Wheelchair assist • Luxury shopping
Airport security
• ICAO global standards – not in Australia
How to annoy arriving visitors
• The 100mL rule • The 50 cigarettes rule
How to annoy departing visitors
• Three ways to shop GST-free
Thank you
Justin Wastnage | Director, Aviation Policy
Tourism & Transport Forum | www.ttf.org.au
mail PO Box R1804, Royal Exchange NSW 1225
address 8th Floor, 8-10 Loftus Street, Sydney, NSW 2000
direct +61 2 9240 2034 fax +61 2 9240 2020
mobile +61 410 219 131 email jwastnage@ttf.org.au

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JNW AotF Final showcase Pax Facil

  • 1. HOW THE WORLD WILL TRAVEL EXPLORING THE CULTURAL ASPECTS OF PASSENGER FACILITATION JUSTIN WASTNAGE - DIRECTOR, AVIATION POLICY Airports of the Future Final Showcase. Brisbane, 20 August 2013
  • 2. Tourism & Transport Forum • Tourism & Transport Forum (TTF) is a national, member-funded CEO forum, advocating the public policy interests of leading organisations in Australian tourism, transport and aviation
  • 3. TTF and AotF • Founding member of the STCRC – now defunct • TTF formed strategic research alliances with a number of key universities including University of Queensland, Victoria University and Queensland University of Technology • Partner of QUT on Airports of the Future project since 2009 • Find legislative pathways for technological solutions
  • 4. TTF’s advocacy role • Get government out of the way or • Get government involved • Fundamentally, win the argument • Build economic case • Build relationships • Use the media • Rally industry • Play politics
  • 5. TTF’s interest in passenger facilitation • Federal government committees • National Passenger Facilitation Committee • Tourism Access Working Group • Tourism Visa Advisory Group • Streamlining trans-Tasman border formalities • Automate outbound controls • Introduce NZ Arrivals lane • Lightweight CIQ model
  • 6. Factors grinding away at pax facil PESTLE • Political – Air liberalisation creates greater demand • Economic – Growth in emerging economies in Asia • Social – Changing traveller demographics • Technological – Automation of current border formalities • Legislative – Global interoperability standards • Environmental – Sustainability of airports
  • 8. Impact of Asian Century on pax facil • VIP processing • In-flight immigration
  • 9. Changing expectations International travellers want…. • More efficient check-in and baggage drop (72%) * • More self-service kiosks (28%) • Overall terminal ambience (39%) *Source: Amadeus – Reinventing the Airport Ecosystem, 2012
  • 10. Responding to passengers The personal touch • Baggage porters for families • Lounges for business travellers • Interpreters for international visitors • Sustained funding for frontline Customs staff
  • 11. Guest assistance • Fast track through immigration and language support
  • 13. Ageing travellers • Wheelchair assist • Luxury shopping
  • 14. Airport security • ICAO global standards – not in Australia
  • 15. How to annoy arriving visitors • The 100mL rule • The 50 cigarettes rule
  • 16. How to annoy departing visitors • Three ways to shop GST-free
  • 17. Thank you Justin Wastnage | Director, Aviation Policy Tourism & Transport Forum | www.ttf.org.au mail PO Box R1804, Royal Exchange NSW 1225 address 8th Floor, 8-10 Loftus Street, Sydney, NSW 2000 direct +61 2 9240 2034 fax +61 2 9240 2020 mobile +61 410 219 131 email jwastnage@ttf.org.au