Aviation World 1/2013 - Fraport AG
Aviation World 1/2013 - Fraport AG
Aviation World 1/2013 - Fraport AG
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<strong>Aviation</strong> <strong>World</strong> 1/<strong>2013</strong><br />
Battling Snow and Ice 08<br />
04 The City at the<br />
Gates of Frankfurt<br />
Social Media: Let’s Connect 10<br />
Airline Portrait: Vueling 14
2 Check-in<br />
04 Frankfurt Airport City<br />
08 Battling Snow and Ice<br />
14 Airline Portrait<br />
Dear Reader,<br />
Dr. Stefan Schulte<br />
Executive Board Chairman<br />
<strong>Fraport</strong> <strong>AG</strong><br />
2012 will certainly be remembered as a turbulent year for the air transport industry in<br />
Europe. “More passengers – less cargo” at Frankfurt Airport (FRA) characterized traffic<br />
development last year. High fuel prices, burdens imposed by the national aviation tax<br />
and weak demand – especially in southern Europe – weighed heavily on the economic<br />
vitality of our entire aviation industry. Nevertheless, FRA did considerably well in this<br />
challenging environment. We achieved a new annual record of 57.5 million passengers<br />
(up 1.9 percent) and exceeded the 200,000 passenger level last summer – for the first<br />
time in the history of Frankfurt Airport.<br />
The weak global economy also played a crucial role in the development of the air<br />
cargo market. Although FRA’s cargo volumes slipped below the 2011 level, this<br />
negative trend has been slowing down. Thus, the decline in cargo tonnage was significantly<br />
reduced towards the end of last year and this promising trend is moving in the<br />
right direction. In January <strong>2013</strong>, cargo figures grew positively again. Therefore, we expect<br />
an overall increase in both passenger figures and cargo tonnage in the medium<br />
and long term. This is also why we are continuing to expand Frankfurt Airport, step by<br />
step, in keeping with demand. The importance of our capacity expansion is underscored<br />
by another achievement last year: FRA’s on-time performance exceeded the 80<br />
percent threshold for the first time – good for the airlines and passengers as well as for<br />
the environment. After only one year of operations, Frankfurt Airport’s new Runway<br />
Northwest is already playing a key role in this regard and demonstrates one of the reasons<br />
why additional capacities were so urgently needed.<br />
The growth of the FRA’s operational facilities is being accompanied by major infrastructure<br />
development near the terminals. In recent years, numerous real estate projects<br />
have led to the emergence of the dynamic Frankfurt Airport City. Our well-connected<br />
Frankfurt Airport City serves as an attractive location for global players, hotels, logistics<br />
companies and many other internationally-oriented businesses.<br />
In addition to many other exciting stories, this issue of <strong>Aviation</strong> <strong>World</strong> will reveal<br />
further plans for developing Frankfurt Airport City, on the doorstep of Frankfurt am<br />
Main and at the crossroads of Europe. I hope you enjoy reading this issue of <strong>Aviation</strong><br />
<strong>World</strong>.<br />
Sincerely,<br />
Dr. Stefan Schulte<br />
03 <strong>Fraport</strong> <strong>World</strong><br />
Frankfurt Airport City: a City with Potential<br />
German Air Transport: Joint Energy Efficiency Campaign Launched<br />
Winter Services at Frankfurt Airport: Battling Snow and Ice<br />
Social Media: Let’s Connect!<br />
13 Airline <strong>World</strong><br />
FCS: Ending the Endless Paperwork Trail<br />
Airline Portrait: Vueling – Beyond Low Cost<br />
Lufthansa Cargo’s Director Communications: Matthias Eberle<br />
18 People <strong>World</strong><br />
Airline Operators Committee : New Chairman<br />
New Managing Director at <strong>Fraport</strong> Cargo Services<br />
New at <strong>Fraport</strong> Ground Services
1997<br />
79.9 % 2002<br />
1998<br />
77.3 %<br />
1999<br />
63.4 %<br />
2000<br />
75.5 %<br />
2001<br />
76.3 %<br />
77.9 %<br />
2003<br />
78.1 %<br />
2004<br />
76.9 %<br />
2005<br />
76.6 %<br />
2006<br />
72.9 %<br />
2007<br />
72.6 %<br />
2008<br />
73.7 %<br />
2009<br />
78.8 %<br />
2010<br />
69.3 %<br />
<strong>Fraport</strong> <strong>World</strong><br />
New record in 2012: annual on-time performance ratings at Frankfurt Airport in comparison (1997 to 2012, updated: December 1, 2012).<br />
The historic low during the period resulted from a partial lockdown of airspace during the Kosovo War in 1999.<br />
Punctuality Record at FRA<br />
Is the flight on time? Punctuality is a key<br />
issue at all airports; after all, delays disrupt<br />
operations, cost passengers and<br />
crews nerves, and the airlines money.<br />
The new Runway Northwest at Frankfurt<br />
Airport has led to a significant improvement<br />
in punctuality as can be seen after<br />
the first year in operation.<br />
The on-time performance rating for all<br />
flights in 2012 was 80.3 %, surpassing the<br />
old record dating back to 1997 (79.9 %).<br />
The rating sees Frankfurt cross the 80 %<br />
threshold, the target value in terms of<br />
punctuality for many European airports,<br />
for the first time, with the month of<br />
<strong>Fraport</strong> Listed in<br />
The Sustainability Yearbook <strong>2013</strong><br />
For the sixth consecutive year, <strong>Fraport</strong> is<br />
represented in the RobecoSAM Sustainability<br />
Yearbook, which is regarded as the<br />
world's most comprehensive publication<br />
on corporate sustainability performance.<br />
As in 2012, the airport operator again<br />
received the “RobecoSAM Bronze Class<br />
Award” in honor of its outstanding sustainability<br />
record (environmental, social<br />
and governance practices).<br />
The yearbook is published by RobecoSAM,<br />
a leading asset management company<br />
November standing out and setting a<br />
new monthly record of 87 %. The result<br />
saw Frankfurt Airport top the punctuality<br />
rankings of the Association of European<br />
Airlines (AEA) in November. “The result<br />
represents a major step forward for us in<br />
relation to other major European hubs,”<br />
says Matthias Beckmann, Senior Manager<br />
Punctuality and Performance Management<br />
at <strong>Fraport</strong>. It sees FRA leave the likes<br />
of London Heathrow (77.9 %) and other<br />
major European airports behind it in the<br />
punctuality rankings for 2012.<br />
<strong>Fraport</strong> sees the ability to now use parallel<br />
runways and the resulting greater capac-<br />
focusing on sustainability funds, and the<br />
international accounting firm KPMG. Every<br />
year, over 2,000 companies are evaluated,<br />
with only the top 15% from 58 industries<br />
making it into the yearbook.<br />
<strong>Fraport</strong> is listed in the Industrial Transportation<br />
sector.<br />
2012<br />
80.3 %<br />
2011<br />
74.5 %<br />
ities for landing aircraft as the main reason<br />
for the improvement. According to Beckmann,<br />
it allows the airport to react better<br />
to weather conditions, such as strong<br />
winds or poor visibility. In addition, the<br />
larger capacities also permit a time buffer<br />
for possible delays during morning peak<br />
hours. This also has positive implications<br />
for later flights, as there are no delays in<br />
the passenger and ground handling processes.<br />
This reduces the number of subsequent<br />
delays, or rotation delays as they are<br />
known. “However, the positive effects are<br />
also amplified by the current relatively low<br />
traffic volume due to the economy,” states<br />
Beckmann.<br />
For detailed information on <strong>Fraport</strong> <strong>AG</strong>’s<br />
sustainability initiatives and listings visit:<br />
www.fraport.com/content/fraport/en/<br />
sustainability.html or send an e-mail to:<br />
nachhaltigkeitsmanagement@fraport.de Please scan the QR code to view the yearbook.<br />
3
4 <strong>Fraport</strong> <strong>World</strong> – Keynote<br />
Frankfurt Airport City: a City with Potential<br />
Excellent connections and a wide range of uses:<br />
Frankfurt Airport is a very popular business location among<br />
global players and available space continues to grow<br />
It all began with a few buildings for passenger and bag-<br />
gage handling; in the meantime, Frankfurt Airport has<br />
become a city in its own right: the Frankfurt Airport City.<br />
Offices, cargo hangars, logistics centers, hotels –<br />
countless different real estate projects have evolved<br />
in around the airport over the decades. The total<br />
area of almost 25 square kilometers means that<br />
some lie directly next to the terminal and others<br />
are several kilometers away. “We use the umbrella<br />
term ‘Frankfurt Airport City’ to refer to all these<br />
projects. The different real estate locations fulfill<br />
varying requirements for the users,” explains Franz<br />
von Ditfurth, <strong>Fraport</strong>'s head of real estate marketing.<br />
After all, airlines, logistics companies and hotel<br />
operators all have different needs when it comes<br />
to space requirements and highway connections.<br />
However, there is one thing that all prospective<br />
customers have in common: “Their demand for real<br />
estate at our airport is constantly high,” says von<br />
Ditfurth. “That is also due to the good intermodal<br />
links; after all, our experience shows that the better<br />
the connectivity of a location, the better its opportunities<br />
to attract economic potential and develop<br />
attractive real estate.” The wide range of real estate<br />
on offer represents a further advantage. “On<br />
the one side we have air traffic-related users, such<br />
as freight forwarders, who are attracted by the<br />
proximity to the airport; on the other we have<br />
companies, such as management consultants, who<br />
have no direct affiliation to the airport, but value<br />
mobility and an international environment,” explains<br />
the <strong>Fraport</strong> real estate expert.<br />
About 550 companies and government agencies<br />
currently have their offices at the airport. Many of<br />
them come from the air transport and freight industries,<br />
but they also include companies from the<br />
Newly opened in March:<br />
the new corporate headquarters<br />
of <strong>Fraport</strong> <strong>AG</strong>.<br />
manufacturing sector and, above all, service providers.<br />
The development into a business location<br />
has also attracted hotels and conference centers to<br />
the Frankfurt Airport City. Its almost 2,900 rooms<br />
now make it the largest hotel location at a European<br />
airport. “The growth during the past has<br />
been immense and we also expect a positive trend<br />
in real estate demand during the coming years, if<br />
not decades,” states von Ditfurth. The Frankfurt<br />
Airport City is therefore continuously developing,<br />
as the current projects on this pages show.<br />
Offer s More Than Jobs<br />
“Thanks to these projects, the Airport City still<br />
possesses major growth potential,” says von Ditfurth.<br />
The growing number of companies moving<br />
there will also see the number of jobs in and<br />
around the airport increase: According to recent<br />
surveys, 79,000 people already work in the Airport<br />
City, making Frankfurt Airport Germany’s largest<br />
local workplace. “Very good accessibility – not<br />
only by air – is a decisive factor for the attractiveness<br />
of the airport as a workplace,” explains von<br />
Ditfurth. “In addition to office space, the Airport<br />
City must also provide adequate infrastructure to<br />
the many thousands that work here.” This includes<br />
the provision of services, such as doctors, kindergartens<br />
and supermarkets. A good example is the<br />
143,000 m2 “The Squaire” building, which was<br />
one of the major construction projects in recent<br />
years. “Nevertheless,” concludes von Ditfurth,<br />
“<strong>Fraport</strong>’s core business remains airport management<br />
and none of these real estate projects would<br />
exist without the airport. It constitutes the primary<br />
locational factor for any company moving here.”
4<br />
2. Central Area<br />
This is the central area of the Frankfurt Airport<br />
City and provides a large offer of office and service<br />
space in Terminals 1 and 2, the Frankfurt<br />
Airport Center 1 and 2 (FAC), and the “The<br />
Squaire” office complex. It is also the site of<br />
<strong>Fraport</strong>'s new corporate headquarters since the<br />
beginning of March <strong>2013</strong>. The plans also envisage<br />
the construction of an additional office building<br />
directly in front of Terminal 2, the 48,000 m2<br />
“Propeller” building. At present, only four percent<br />
of the available space in the central area is<br />
not rented out.<br />
5<br />
Further information on real estate management at <strong>Fraport</strong> is available at:<br />
www.fraport.com >> Our Expertise >> Non-<strong>Aviation</strong> >> Real Estate Management<br />
1<br />
2<br />
Please scan<br />
the QR code for<br />
more information<br />
on a project.<br />
<strong>Fraport</strong> <strong>World</strong> – Keynote<br />
1<br />
2<br />
3<br />
4<br />
5<br />
6<br />
1. Gateway Gardens<br />
The 350,000 m2 site at the north-east tip of the<br />
airport is set to become a new district of Frankfurt<br />
with its own subway station. The business campus<br />
will be expanded to include additional office<br />
and commercial space, congress centers and<br />
hotels by 2021. At present, 30 percent of the<br />
planned space has been marketed. In <strong>2013</strong>, the<br />
House of Logistics and Mobility (HOLM), an interdisciplinary<br />
research center, and Alpha Rotex,<br />
the tallest office building at the airport, will be<br />
ready. In addition, work is just starting on a hotel<br />
with about 130 rooms, which will be the third<br />
hotel at Gateway Gardens.<br />
6<br />
Gateway Gardens<br />
Central Area<br />
5<br />
3<br />
Mönchhof Logistics Park<br />
Terminal 3<br />
CargoCity South<br />
Airport City West
6 <strong>Fraport</strong> <strong>World</strong> – Keynote<br />
4. Terminal 3<br />
Terminal 3 is planned as a modular project and will<br />
be built on the south side of the airport on the site<br />
of the former U.S. Air Base. It will expand capacities<br />
in the future by up to 83 aircraft parking positions<br />
and as much as 25 million passengers per year.<br />
The planning also includes office and commercial<br />
space. The preparations are currently underway<br />
on the site and the individual construction phases<br />
shall be completed according to actual requirements.<br />
6. Airport City West<br />
The 450,000 m2 site to the northwest of the airport,<br />
which was once the Ticona chemicals plant,<br />
was acquired by <strong>Fraport</strong> within the framework<br />
of building the new Runway Northwest. The restoration<br />
of the site and removal of the former<br />
industrial plant is currently still in progress. The<br />
future space will offer excellent conditions for<br />
businesses from all industries. The only building<br />
in use on the site at the moment is an 11,000 m2<br />
<strong>Fraport</strong> office building that once served as an<br />
administration building for the Ticona chemicals<br />
plant.<br />
3. Mönchhof Logistics Park<br />
The central location of the Mönchhof Logistics Park –<br />
the single largest industrial site in the Frankfurt/<br />
Rhine-Main Region – and its proximity to the airport<br />
and CargoCity make it an ideal location for<br />
the distribution of goods and services throughout<br />
the entire region. The concept for the utilization of<br />
the approximately 1.1 km2 site focuses on logistics,<br />
offices and small-scale retail outlets. It also targets<br />
airport-related businesses, as well as companies<br />
that require easily accessible locations, such as hotels<br />
and restaurants. Zoning plans with the designation<br />
of industrial and commercial areas have already<br />
been legally approved. Over 50 percent of<br />
the space has been marketed since the start of development<br />
in 2007.<br />
5. CargoCity South<br />
Opened in 1996, the CargoCity on the south side<br />
of the airport is today a major hub for numerous<br />
international freight forwarders. The 980,000 m2<br />
area (plus an expansion area of 270,000 m2) even<br />
has its own highway exit ramp and railway track<br />
connection to offer. In the meantime, increasing<br />
airfreight capacities have seen space become<br />
scarce and it is therefore planned to expand<br />
Cargo City South by adding about 100,000 m2 of<br />
freight space until 2020. The first of the new han -<br />
gars shall already be operational in <strong>2013</strong>.
<strong>Fraport</strong> <strong>World</strong><br />
German Air Transport: Joint Energy Efficiency Campaign Launched<br />
“Vier bringen Sie weiter” is the slogan that the<br />
German air transport industry is using to draw attention<br />
to the greater energy efficiency of modern<br />
passenger aircraft. Why? A large proportion of the<br />
German population believes the fuel consumption<br />
of aircraft to be far higher than it actually is. That<br />
was the finding of a survey commissioned by the<br />
Federal Association of the German Air Transport<br />
Industry (Bundesverband der Deutschen Luftverkehrswirtschaft<br />
– BDL) and conducted by the Forschungsgruppe<br />
Wahlen polling institute in 2011.<br />
The majority of those asked believed that the average<br />
fuel consumption of a modern aircraft is 40<br />
liters per passenger 100 kilometers, even though<br />
the figure is in actual fact under four liters.<br />
“We have reduced our average consumption by<br />
37% since 1990 and the German airlines plan to<br />
improve their energy efficiency even further; after<br />
all, fuel makes up one third of today’s operating<br />
Ground Handling:<br />
Decision Adjourned<br />
costs,” says Klaus-Peter Siegloch, President of the<br />
BDL. The initiators of the campaign include not<br />
only the airlines Lufthansa, Air Berlin, TUIfly, Condor<br />
and Augsburg Airways, but also <strong>Fraport</strong> <strong>AG</strong>.<br />
The operator of Germany’s largest commercial airport<br />
has long since been an advocate of sustainability<br />
in its corporate dealings and thus contributes<br />
to the sustainable development of the entire air<br />
transport industry.<br />
The four liter aircraft campaign, which was<br />
launched in January of this year focuses not only<br />
on drawing attention to the low fuel consumption<br />
of modern passenger aircraft, but also on modern<br />
airports. For example, modern airports that can<br />
supply parked aircraft with conditioned air and<br />
ground power avoid the energy-intensive use of<br />
auxiliary turbines. Frankfurt Airport is today already<br />
saving about 4,000 tonnes of CO 2 emissions<br />
per year at its new Pier A-Plus doing just that.<br />
In December the European Parliament rejected a bill<br />
on ground handling services submitted by the European<br />
Commission. The bill proposed that all major<br />
airports should admit at least three providers of<br />
ground handling services. The responsible EU Commissioner,<br />
Siim Kallas, has however not withdrawn<br />
the bill. He plans to assess all the options and wants<br />
to discuss the issue again in the Transport Committee.<br />
The final decision therefore remains to be seen. Rejected: European Parliament votes against new bill on ground handling services.<br />
Terminal 2: New Flight Information Screens<br />
The new displays were officially handed over to the Airline Operators Committee (AOC) in<br />
December (from left to right): Peter Dudenhoefer (<strong>Fraport</strong> <strong>AG</strong>), Ulrike Kuehlmaier (AOC),<br />
Carlos Cardiga (AOC), Jens Grabeleu (<strong>Fraport</strong> <strong>AG</strong>) and John Cala (<strong>Fraport</strong> <strong>AG</strong>).<br />
New flight information monitors were installed<br />
in the check-in halls of Terminal 2<br />
last December. The introduction of the<br />
new, larger displays means that passengers<br />
can now check for information on their<br />
flights more easily, and from a greater distance.<br />
The new displays are located in the<br />
middle of each check-in hall and provide<br />
up-to-date information on destinations,<br />
check-in desks and gates for up to 64<br />
flights.<br />
After having tested various technologies<br />
over the course of the past two years,<br />
<strong>Fraport</strong> finally concluded that the large<br />
46" screens, in sets of four, provide the<br />
best solution when it comes to satisfying<br />
the needs of passengers in the terminal.<br />
7
8 <strong>Fraport</strong> <strong>World</strong><br />
Battling Snow and Ice<br />
Expansion of Winter Services at Frankfurt Airport pays off<br />
Frankfurt Airport stepped up to the challenges of the<br />
cold season by equipping its Winter Services with more<br />
staff, a larger fleet, additional de-icing vehicles and<br />
optimized processes. The move came as an attempt<br />
to further reduce the effects of snow and ice on flight<br />
operations.<br />
Following the snowy winter of 2010 / 2011 and the<br />
milder one of 2011 / 2012, the past few months<br />
have had a little bit of everything to offer: many<br />
warm days, but also freezing rain and mountains of<br />
snow. “Unfortunately the meteorologists cannot<br />
forecast exactly how a winter is going to develop.<br />
We therefore have to base our preparations on the<br />
extreme winters, such as the ones two and three<br />
years ago, when ice and snow resulted in flight<br />
disruptions and countless canceled flights,” says<br />
Roland Schwarz, head of <strong>Fraport</strong>’s Winter Services.<br />
As a consequence of this, as well as the airport’s<br />
expansion with the new Northwest Runway, the<br />
airport operator has increased the number of staff,<br />
added many vehicles to its fleet and optimized<br />
processes during the past two years (see box).<br />
Positive Balance<br />
With winter 2012 / <strong>2013</strong> almost over (as of the editorial<br />
deadline in mid-February), the conclusion is<br />
a positive one: “We were well-prepared and also<br />
able to maintain basic operation during adverse<br />
weather conditions,” assesses Schwarz. Nevertheless,<br />
it was not possible to entirely exclude flight<br />
disruptions this year either. “Removing snow and<br />
de-icing aircraft simply takes time, and that can<br />
also limit capacities,” states Schwarz. A higher fre-<br />
Winter Services Well-Prepared<br />
quency of flights can quickly lead to delays that<br />
can sometimes no longer be made up for on the<br />
same day. “These delays also pose a problem with<br />
regard to the night flight ban,” according to<br />
Schwarz. As a precautionary measure the winter<br />
schedule therefore has about 45 flights less<br />
between 10:00 p.m. and 11:00 p.m. than the<br />
summer schedule (90 flights). Schwarz: “That<br />
gives us a small buffer in case things get tight.”<br />
The aim of the Winter Services is to restore operations<br />
as quickly as possible in the event of ice<br />
states Schwarz and, “For that it does not suffice<br />
to simply have enough well-trained personnel<br />
and operational vehicles; many cogs have to<br />
mesh perfectly.” One of the basic requirements<br />
is the availability of de-icing agents for surfaces<br />
and aircraft. <strong>Fraport</strong> set up its own dedicated<br />
management system to this end in 2010. The<br />
system allows the company to always check the<br />
available stock and ensures a constant supply<br />
thanks to fixed contracts. <strong>Fraport</strong> currently has<br />
up to 3.6 million liters of liquid de-icing agents<br />
in stock for keeping the 990-soccer field large<br />
maneuvering area ice-free.<br />
Optimized Clearing Routes<br />
In order to make sure that the runways are cleared<br />
as quickly as possible, the routes that the vehicles<br />
take have also been optimized. “This includes, for<br />
example, orientating ourselves to the current direction<br />
of operation, which saves time because we<br />
can cut out areas that are not being used, for ex -<br />
ample, during easterly operations,” explains<br />
Schwarz. That allows the Winter Services to clear<br />
the runways about 15 minutes faster after the<br />
onset of snow, according to Schwarz.<br />
• More staff: 1,200 staff at <strong>Fraport</strong> and N*ICE in winter 2012 / <strong>2013</strong> mean almost<br />
double the number of two years ago. In addition, the staff receive more<br />
extensive training.<br />
• Larger fleet: Frankfurt Airport now has a fleet of 243 vehicles for clearing the runways<br />
and maneuvering area, making it the largest fleet of its kind in Europe. The<br />
number of aircraft de-icing vehicles has also been increased to 58 (from 43 in 2010)
In order for the flights to actually be able to take<br />
off from the runways once they have been cleared,<br />
the Duty Winter Services Coordinator at <strong>Fraport</strong> is<br />
in direct contact with the shift supervisor of the<br />
de-icing services provider N*ICE. “We can’t keep<br />
the aircraft waiting for any amount of time, because<br />
the effects of the de-icing measures only last<br />
as long as the weather conditions permit. That<br />
means, in the worst case, we have to re-start the<br />
de-icing process if the aircraft has to wait too long<br />
for a cleared runway,” says Dieter Wimberger,<br />
Managing Director at N*ICE. According to Wimberger,<br />
cooperation between the different entities<br />
has worked very well during the past months.<br />
During this time the aircraft de-icers have had a<br />
lot to do: By mid-February they had already deiced<br />
about 7,500 aircraft as a result of the frequent<br />
snow and freezing rain, compared to a total of<br />
about 4,700 for the whole of last winter season.<br />
“The greater volume doesn’t pose a problem,<br />
because we have more staff and vehicles at our<br />
disposal this winter than ever before,” says Wimberger,<br />
adding that the staff are also better<br />
trained. The new personnel practiced on a Boeing<br />
747 provided by Lufthansa solely for this purpose.<br />
Safety First<br />
However, as the example of the aircraft de-icing<br />
shows, there are some weather conditions where<br />
even the very best preparation does not help.<br />
Heavy freezing rain on one afternoon in mid-January<br />
resulted in all subsequent take-offs and landings<br />
having to be canceled. The aircraft were<br />
Films Helping Passengers<br />
<strong>Fraport</strong> <strong>World</strong><br />
The de-icing of an aircraft takes from 8 to 40 minutes, depending on its size.<br />
covered in a coat of ice that simply redeveloped<br />
after de-icing as a result of the continued freezing<br />
rain. “We’re helpless in such cases,” says Wimber -<br />
ger and Schwarz adds: “In situations like that, the<br />
aircraft simply have to stay on the ground, because<br />
safety always comes first.”<br />
A man and woman meet at the airport. They lose<br />
each other at security, meet again at duty free<br />
shopping and then go and have something to eat<br />
together: What looks like the start of a Hollywood<br />
movie is in fact one of the new <strong>Fraport</strong> films.<br />
The airport operator now helps passengers<br />
through transfers and security checks with two<br />
short films. The films also show the extensive retail<br />
offer at Frankfurt Airport and encourage<br />
viewers to make use of their time before departures<br />
or during transfers to go shopping or have<br />
a coffee break.<br />
The films can be viewed on <strong>Fraport</strong>’s Internet<br />
pages and social media channels; in addition, the<br />
security film is also shown on the screens at the<br />
security checkpoints.<br />
9
10 <strong>Fraport</strong> <strong>World</strong><br />
Let’s Connect<br />
Frankfurt Airport is connected to the major social media networks.<br />
The aim is direct communication with passengers and fans<br />
How long can I leave my suitcase at Left Luggage?<br />
Can I leave the transit area for two hours? Which<br />
terminal does my airline fly from? Passengers at<br />
Frankfurt Airport get quick answers to these and other<br />
questions on social media platforms such as Twitter<br />
and Facebook. The social media team at <strong>Fraport</strong> is<br />
at your service around the clock.<br />
YouTube<br />
www.youtube.com/<strong>Fraport</strong>undFRA<br />
Launched: May 2012 • Video views: about 100,000<br />
Focus: Videos about the hub and its activities<br />
“We want to connect with passengers and people<br />
in the region,” says Yasmin Tuncay, who is in<br />
charge of the social media channels at <strong>Fraport</strong>.<br />
She reveals: “Social media allow us to connect<br />
directly with many people, both here at the airport<br />
and all over the world.”<br />
“<strong>Fraport</strong> has been developing its social media<br />
presence since 2010 and is on the social network<br />
Facebook, microblogging service Twitter, videosharing<br />
website YouTube and photo-sharing website<br />
Pinterest. “With the diversity of Web 2.0, it is<br />
Pinterest<br />
www.pinterest.com/AirportFRA<br />
Launched: December 2012 • Pinboards: 10<br />
Focus: Photos of Frankfurt Airport<br />
no longer enough to just be present on one platform;<br />
but that doesn’t mean that we just copy and<br />
paste from one community to the next,” explains<br />
Tuncay. Each offer has its own specific focus (see<br />
the social media profiles).<br />
High Reach<br />
The “Frankfurt Airport” page on Facebook is the<br />
most successful of <strong>Fraport</strong>’s social networking<br />
offers to date: “The over 100,000 fans mean we<br />
have a huge reach,” says Tuncay. “People share<br />
and like our posts, which means our information<br />
has a viral spread.” The “Frankfurt Airport” page<br />
covers a wide range of information, including<br />
some special-interest topics, such as travel and service<br />
information, new airline routes, cultural information<br />
on the region. “In addition, we also<br />
keep an eye on the Facebook pages of various different<br />
airlines, share information with them and<br />
post interesting contributions on our page,” states<br />
Tuncay.<br />
However, regardless of which social media platform<br />
<strong>Fraport</strong> is currently communicating on, there<br />
is one important success factor that they all share:<br />
questions and comments from users have to be<br />
answered as quickly as possible. “It’s important<br />
that we react quickly, especially in cases when passengers<br />
are asking for help, which occurs mostly<br />
on twitter, and not just from 9 to 5,” stresses Tuncay.<br />
The social media team therefore also includes<br />
staff from the <strong>Fraport</strong> Communication Center,
which takes calls around the clock. Ever since<br />
2010, each shift has included at least one person<br />
who is trained in the use of social media. “Our colleagues<br />
at the <strong>Fraport</strong> Communication Center are<br />
always available and also have the necessary background<br />
knowledge to respond to queries,” reports<br />
Tuncay.<br />
Positive Feedback<br />
The team answers all questions concerning flight<br />
operations. Detailed questions dealing with specific<br />
issues, such as airport expansion or special<br />
services, are forwarded to the respective experts<br />
within <strong>Fraport</strong>. “Of course there are also critical<br />
contributions, for example, on noise pollution, but<br />
it’s normal for us to accept these posts too and not<br />
simply delete them,” stresses Tuncay. “Nevertheless,<br />
our netiquette applies for all communication<br />
on our page and we are sometimes forced to remove<br />
posts that are deemed below-the-belt or discriminating.”<br />
<strong>Fraport</strong> is generally highly satisfied<br />
with the response to its social media activities and<br />
therefore feels very well represented on its four<br />
platforms: Facebook, Twitter, YouTube and Pinterest.<br />
There are currently also no plans to expand<br />
the offer, for example, by joining Google+. “But<br />
we are of course keeping an eye on developments,<br />
because the user figures alone show that there’s no<br />
way companies can ignore the social networks.<br />
The fact of the matter is that even if we weren’t on<br />
the platforms, they’d still be talking about us, so it’s<br />
better to be part of the conversation and available<br />
to answer questions,” concludes Tuncay.<br />
<strong>Fraport</strong> <strong>World</strong><br />
Facebook<br />
Frankfurt Airport<br />
www.facebook.com/FrankfurtAirport<br />
Launched: June 2010<br />
Likes: 100,000+<br />
Focus: The airport, its events and services,<br />
as well as contributions on the<br />
regional activities and sponsoring<br />
commitments of the <strong>Fraport</strong> Group.<br />
<strong>Fraport</strong> Jobs & Careers<br />
www.facebook.com/<strong>Fraport</strong>Karriere<br />
Launched: June 2010 • Likes: 6,500+<br />
Focus: Company news and job offers<br />
11<br />
Twitter<br />
www.twitter.com/Airport_FRA<br />
Launched: June 2010<br />
Followers: about 7,000<br />
Tweets: 36,500<br />
Focus: The <strong>Fraport</strong> Twitter account<br />
provides travelers with information,<br />
such as the weather, arrival and<br />
departure times, or where to find<br />
certain facilities at the airport.<br />
In addition, the social media team<br />
also welcomes all tweeters that log<br />
in at the airport or tell other users<br />
that they are currently in Frankfurt.<br />
For more information please contact<br />
Yasmin Tuncay, y.tuncay@fraport.de
12 <strong>Fraport</strong> <strong>World</strong><br />
Photos of Fans Soar the Skies<br />
Ten Frankfurt Airport fans have been<br />
sporting a Condor’s Boeing 767-300 with<br />
giant photos since December 2012. As<br />
part of the “Ja zu FRA!” airliner campaign<br />
(Yes to FRA!), participants were able to<br />
upload a picture of themselves and explain<br />
briefly why they support the airport and<br />
their picture should adorn the plane. The<br />
ten most original Frankfurt Airport fans<br />
were chosen by a jury from the 400 entries<br />
and invited to a professional photo shoot.<br />
“These ten airport fans represent the<br />
many supporters of our message in the<br />
Frankfurt/Rhine-Main Region and carry<br />
it out into the world on the aircraft,” says<br />
Ralf Teckentrup, Chairman of the Condor<br />
Management Board. “We’re showing<br />
our support for Frankfurt Airport worldwide<br />
with the “Ja zu FRA!” airliner and<br />
underlining the significance of this important<br />
national and international hub<br />
of air transport.”<br />
Curtains Up!<br />
Tourists jumping out of a plane with<br />
parachutes; a stocky businessman with<br />
his briefcase squeezing himself out of<br />
the hatch of a submarine against the<br />
Around the world on a Boeing’s belly: supporters of the “Yes to FRA” initiative.<br />
Please scan the QR code to view the video on your smartphone.<br />
The “Ja zu FRA!” airliner will be operating<br />
on various different Condor long-haul<br />
routes from Frankfurt, including to Cape<br />
Town, Las Vegas, Myanmar and the Caribbean.<br />
The current destinations of the “Ja<br />
zu FRA!” airliner can be found under the<br />
backdrop of the Frankfurt skyline; people<br />
queuing up at the Römerberg to have<br />
themselves beamed up. These are all<br />
scenes that can be seen by moviegoers in<br />
the Rhine-Main Region in the new cinema<br />
commercial produced by the “Yes to FRA”<br />
initiative. The 60-second commercial,<br />
which is titled “As long as ... ”, has been<br />
out since the end of December and takes<br />
a tongue-in-cheek look at the importance<br />
of the airport to the region.<br />
Scan the QR<br />
code to see the<br />
commercial.<br />
“Our Stars in the Sky” section of the<br />
Condor website.<br />
For further information, please visit the<br />
“Ja zu FRA!” website:<br />
www.ja-zu-fra.org >> Aktionen >><br />
Fan-Flieger-Aktion (only in German)<br />
Prayer Rooms<br />
People of all confessions are welcome<br />
at Frankfurt Airport. Christians, Muslims<br />
and Jews can find a little peace from the<br />
hustle and bustle of airports in chapels<br />
and prayer rooms situated in both terminals.<br />
Three additional places of peace<br />
and prayer have now also been opened<br />
in the B-West Transit Area of Terminal 1<br />
for transit passengers.<br />
The expanded offer is part of the “Great<br />
to have you here!” service program, which<br />
Frankfurt Airport has called to life to help<br />
improve passengers’ stay at the airport.<br />
Please scan the QR code for more information.
FCS: Ending the Endless Paperwork Trail<br />
<strong>Fraport</strong> Cargo Services (FCS) now offers<br />
its customers convenient electronic invoicing<br />
by e-mail free of charge. “The<br />
procedure has two advantages: firstly,<br />
we help protect the environment, because<br />
the invoices no longer have to be<br />
printed out, and secondly, the processing<br />
time is reduced, because we no longer<br />
have to send the invoices by mail,” reveals<br />
Katrin Lehmbach, Head of Controlling<br />
at FCS. In addition, the recipient of<br />
the invoice can conveniently forward it<br />
by e-mail and does not have to archive<br />
Capacities Expanded<br />
Air Astana is increasing capacities on its<br />
route between Frankfurt and the Kazakh<br />
capital, Astana. As of April, the airline<br />
will be operating a Boeing 767-300 with<br />
28 Business Class and 190 Economy Class<br />
seats on four days a week (Saturday to<br />
Tuesday) instead of the Boeing 757-200<br />
with 16 Business Class and 150 Economy<br />
Class seats, which will fly the route on<br />
the remaining three days of the week.<br />
The move now sees the Kazakh national<br />
carrier offering more seats to Central Asia<br />
than ever before.<br />
New Nonstop Service<br />
Air China will commence a nonstop<br />
Chengdu – Frankfurt service on May 19,<br />
<strong>2013</strong>. According to the airline, the new<br />
service shall cement the position of<br />
Chengdu as the hub of air transport in<br />
southwestern China and offer faster and<br />
more affordable travel to and from Europe.<br />
At present, passengers between Germany<br />
and Chengdu or other southwestern regions<br />
are forced to travel through Beijing,<br />
Shanghai or Hong Kong, resulting in a<br />
it by hand. FCS protects the invoices<br />
against abuse with a qualified electronic<br />
signature.<br />
The eBilling service is available free of<br />
charge and customers are free to decide<br />
whether they would like to receive their<br />
invoices by e-mail or continue receiving<br />
them on paper. Interested customers<br />
can register on the <strong>Fraport</strong> Cargo Services<br />
website: www.fraport-cargo.de >><br />
Service >> eServices or send an e-mail to<br />
billing@fraport-cargo.de.<br />
journey time in excess of 15 hours. The<br />
opening of the new nonstop Chengdu-<br />
Frankfurt service will make Chengdu the<br />
third city in Mainland China with a direct<br />
connection to Frankfurt. The three-times<br />
weekly service will be operated by an<br />
Airbus A330-200 on Tuesdays, Fridays and<br />
Sundays, with a flight time of approximately<br />
10 hours. The A330-200 features<br />
personal AVOD in all classes and lie-flat<br />
seats in Business Class.<br />
A380 to Frankfurt<br />
Thai Airways has been operating a daily<br />
Airbus A380 flight on its Bangkok – Frankfurt<br />
route since mid-December. The occasion<br />
was celebrated by Airline and <strong>Fraport</strong><br />
representatives with a cake and gate<br />
event, and a welcome fountain staged by<br />
the airport's fire department.<br />
IN BRIEF<br />
Capacities<br />
Increased<br />
Airline <strong>World</strong><br />
Boeing 747 replaces Airbus A340:<br />
China Airlines increased capacities<br />
on its Frankfurt–Taipei route at the<br />
beginning of March. The airline<br />
now offers 70 instead of 30 seats<br />
in Business Class and 319 seats in<br />
Economy Class (previously 246).<br />
The flights shall continue to operate<br />
on the same days, with nonstop<br />
flights from Frankfurt to Taiwan<br />
on Mondays, Wednesdays,<br />
Fridays, Saturdays and Sundays.<br />
New bmi regional<br />
Flight to Bristol<br />
As of the summer schedule, bmi<br />
regional will introduce two daily<br />
flights from Frankfurt to Bristol in<br />
the southwest of England. This new<br />
route will complement bmi<br />
regional’s existing services from<br />
Frankfurt to East Midlands. Bristol is<br />
one of the largest cities in England,<br />
with a population of around<br />
430,000. The flights will be operated<br />
by Embraer 145 jets, seating<br />
49 passengers.<br />
New Check-in<br />
Desk<br />
Air Canada has moved: Canada's<br />
national airline can now be found in<br />
Departures Hall B East of Terminal 1<br />
at Frankfurt Airport. The new desk<br />
numbers are 675–678 for baggage<br />
drop-off and 610 and 612 for ticket<br />
sales.<br />
13
14 Airline <strong>World</strong><br />
Airline Portrait: Vueling – Beyond Low Cost<br />
The Spanish airline continues to grow: as of March,<br />
its growing network will also include Frankfurt Airport<br />
Julio Rodriguez,<br />
Chief Commercial Officer<br />
at Vueling<br />
Barcelona for Easter − Vueling is opening its route be-<br />
tween Frankfurt and the Catalan capital on March 23,<br />
just in time for the Easter holiday season. In addition to<br />
tourists, the Spanish airline’s new route targets mainly<br />
business travelers.<br />
Vueling at a Glance<br />
• Founded in 2004<br />
• Corporate headquarters in El Prat de Llobregat, Barcelona<br />
• 1,500 employees<br />
• 100 destinations<br />
• Over 14.8 million passengers per year (2012)<br />
• 70 aircraft<br />
• Certified according to the Operational Safety Audit (IOSA) by<br />
the International Air Transport Association (IATA), as an airline<br />
that meets the highest quality and safety standards.<br />
Almost every traveler knows the process: Enter<br />
the destination and a few seconds later the portal<br />
shows the cheapest flight. It is often only a few<br />
Euros that tip a passenger’s decision in favor of an<br />
airline when comparing flights online. Founded<br />
purely as a low-cost carrier in 2004, Vueling has<br />
been so successful in this market that the airline<br />
has added over 100 destinations, in Europe, North<br />
Africa and the Middle East, to its network in just<br />
nine years. “Thanks to our balance between cost<br />
control and service quality, we’re the airline with<br />
the second best cost structure in Europe, and<br />
can therefore pass these advantages on to our<br />
passengers,” states Julio Rodriguez, Chief Commercial<br />
Officer at Vueling.<br />
Consolidation of Position<br />
In the beginning, the airline, which was founded<br />
by various investors, still limited itself to destinations<br />
within Spain; however, since going public in 2006,<br />
it has been steadily expanding its network. The<br />
current <strong>2013</strong> summer schedule alone includes 30<br />
new destinations in Europe – including Frankfurt.<br />
“We are working to maintain sustainable economic<br />
growth; our main goal in the short term is therefore<br />
to consolidate Vueling’s activities in our key international<br />
markets,” reveals Rodriguez. According<br />
to Rodriguez, the airline has already consolidated<br />
its position in Italy, France and the Netherlands<br />
and is a well-known brand, however: “We must<br />
nevertheless work hard to achieve similar results in<br />
the German and Nordic markets, where we plan<br />
to expand massively during the coming summer
Hotel Brand: The Vueling by HC<br />
Vueling Airlines and the “Hoteles Catalonia” chain have signed a strategic partnership<br />
agreement. The first establishment of the new “The Vueling by HC” brand will<br />
open in downtown Barcelona during the first quarter of <strong>2013</strong>. The unusual design<br />
is inspired by the look of Vueling’s aircraft, for example, the bar and restaurant recreate<br />
the interior of a commercial aircraft; the multi-purpose breakfast area is reminiscent<br />
of a terminal; and the reception area simulates the check-in desks with their<br />
conveyor belts and information screens. The partners also plan to export their concept<br />
of urban tourism to other cities, among them, the airline’s major destinations.<br />
season.” Vueling only started flying to destinations<br />
in Germany in 2012, with flights from Barcelona<br />
to Berlin, Hamburg, Nuremberg and Munich. By<br />
the end of this summer, the airline will be represented<br />
at ten German airports, with 16 routes to<br />
Spain and Italy.<br />
Vueling plans to attract passengers with tailor-made<br />
offers and fares. “Our company was born as a purely<br />
low-cost carrier; however, now, nine years later,<br />
we have become an airline that offers products and<br />
services beyond low cost – and at competitive<br />
fares,” says Rodriguez. Besides the classic low-cost<br />
carrier fare, “Basic” (no baggage allowance or seat<br />
reservation), the airline also offers the “Optima”<br />
(baggage allowance, seat reservation and booking<br />
changes) and “Excellence” fares. The latter offer<br />
targets the more demanding and business travelers;<br />
it guarantees an empty middle seat, priority<br />
check-in and full flexibility for booking changes. In<br />
addition, the airline also focuses on direct customer<br />
service with social media and an app of its own.<br />
The airline’s 90 percent on-time performance rating<br />
is another factor that contributes to its success<br />
according to Rodriguez.<br />
Tourists and Business Travelers<br />
The aim of the offer is, on the one side, to attract<br />
tourists to Barcelona itself, or to other destinations<br />
in Spain, North Africa and the Canary Islands,<br />
served from Barcelona. Vueling's hub offers 2,900<br />
possible origin and destination combinations and<br />
crossed the threshold of two million transfer<br />
News on Vueling is also available<br />
on the social web and by<br />
mobile app.<br />
passengers in 2012. On the other side, Vueling<br />
also focuses on business travelers and has therefore<br />
added Frankfurt to its network. “Frankfurt was<br />
one of the very few business destinations missing<br />
in our network. As most of the people in Barcelona<br />
use Vueling as their first-choice airline for business<br />
trips, adding flights to Frankfurt from our hub was<br />
the obvious next step,” says Rodriguez. As of the<br />
summer schedule at the end of March the airline<br />
will therefore be operating twelve weekly flights<br />
between Frankfurt and Barcelona.<br />
Airline <strong>World</strong><br />
Appearances can be deceiving: what looks like a check-in desk at the airport is in<br />
fact the reception of the new Vueling hotel in Barcelona.<br />
15
16 Airline <strong>World</strong><br />
“A <strong>World</strong> Without Airfreight Would Lead to a<br />
Standstill at Factories All Over the <strong>World</strong>”<br />
Profile<br />
Matthias Eberle, 44, has<br />
been Luft hansa Cargo<br />
Director Communications<br />
for almost a year. He previously<br />
worked at the<br />
Handelsblatt news paper<br />
for 12 years, among<br />
others as an aviation<br />
journalist, and later as its<br />
New York correspondent<br />
and the head of its<br />
foreign correspondents<br />
division.<br />
Airfreight is a driving force of the economy, but it has<br />
an image problem in Germany according to Matthias<br />
Eberle. <strong>Aviation</strong> <strong>World</strong> spoke to Lufthansa Cargo’s<br />
Director Communications to find out how he intends<br />
to improve the image of the cargo airline and why<br />
social media play such an important role.<br />
Mr. Eberle, airfreight is having a tough time with<br />
many people in the region, not just since the<br />
opening of the new runway; does the industry<br />
have an image problem?<br />
There’s an obvious misunderstanding between the<br />
German media, politics and the domestic airfreight<br />
and logistics industries, with painful and expensive<br />
consequences as we can see from the ban on night<br />
flights in Frankfurt. Machinery and car manufacturers<br />
are praised for their exports, but logistics<br />
companies are held back, when it is in fact we who<br />
make the success of “Made in Germany” exports<br />
possible. Let’s not fool ourselves, yes, logistics does<br />
have a real image problem.<br />
What does that mean for the Lufthansa Cargo<br />
location Frankfurt?<br />
Well, we can only be successful in the long term if<br />
we are accepted among all stakeholders. The next<br />
level after acceptance is popularity. In order to<br />
score points here, we will have to work very hard<br />
and change in many areas. The management have<br />
initiated a process of change with the “Lufthansa<br />
Cargo 2020” program, with which they intend to<br />
develop a next-generation company. We want to<br />
be at the forefront of our industry in 2020, both<br />
economically and ecologically, with brand new,<br />
quieter aircraft, the most modern cargo center in<br />
the world and the most highly-qualified staff in<br />
the airfreight industry. That would be a strong and<br />
attractive signal, not only for the Frankfurt/Rhine-<br />
Main region, but also well beyond.<br />
What role can communication play in the process?<br />
First of all, we have to show that Lufthansa Cargo<br />
is an indispensable partner when it comes to a<br />
successful German economy. We must use simple,<br />
emotional messages to show that a world without<br />
airfreight would lead to a standstill at factories all<br />
over the world in no time. If anything, the volcano<br />
eruption on Iceland in 2010 proved that beyond<br />
any doubt. The next thing is that we have to put<br />
a greater emphasis on how seriously we take our<br />
responsibilities to society. The world knows far too<br />
little about what we are already doing in this area.<br />
As a force of innovation in the airfreight industry,<br />
Lufthansa Cargo turns many screws to reduce<br />
burdens on the environment, such as noise pollution<br />
and CO 2 emissions. This year, we will be receiving<br />
the first two of five brand new Boeing 777<br />
freighters, the quietest and most efficient aircraft in<br />
its class. In addition, we are also gradually replacing<br />
our standard container with a version made of a<br />
lighter composite. That will save a lot of weight and<br />
lead to a direct reduction in emissions. We are not<br />
only issuing press releases on all these measures,<br />
but also targeting direct contact with local residents,<br />
students and school children. Lufthansa Cargo<br />
offers about 400 guided tours per year for these<br />
target groups, to allow them to experience the<br />
company’s activities in the region first hand.<br />
To what extent do social media also play a role?<br />
The world of communication is changing at an incredible<br />
pace; a platform like Facebook already has<br />
over a billion users. So we too are present on this,<br />
the most visited website in the world, and show-
case ourselves as an interesting, transparent company<br />
and allow people to experience the fascinating<br />
world of airfreight in a way unlike any other<br />
company in our industry. It surprises us time and<br />
again how interested people from all over the world<br />
are in details about our company and how grateful<br />
they are for an exciting glimpse behind the scenes.<br />
Those who see the positive comments on our fan<br />
page can easily understand how positive it is for<br />
our image that we have opened ourselves to the<br />
booming world of social media.<br />
In what ways does a better image affect your<br />
business?<br />
Communication and marketing unfortunately<br />
aren't as simple as 20,000 fans on Facebook automatically<br />
equals selling x number of tonnes more<br />
freight; but it is beyond any doubt that companies<br />
with a good image are economically more successful<br />
and attract the best talent; and we’re going to<br />
need this talent on our road to “Lufthansa Cargo<br />
2020”, which also envisages the digitalization of<br />
all our cargo processes.<br />
Lufthansa Cargo<br />
at a Glance<br />
Lufthansa Cargo <strong>AG</strong> is a fully-owned subsidiary<br />
of Deutsche Lufthansa <strong>AG</strong> and ranks<br />
among the world's leading cargo carriers.<br />
Freight volume in 2012: 1.7 million tonnes of<br />
freight and mail transported, and 8.7 billion<br />
revenue tonne-kilometres sold. Its route<br />
network includes over 300 destinations in<br />
some 100 countries.<br />
New Look<br />
Airline <strong>World</strong><br />
American Airlines presented its new look at the start of the year.<br />
It includes a logo change after 40 years, a new livery for the aircraft<br />
and a fresh new design for the staff uniforms. The new look comes<br />
with the modernization of the fleet and will be introduced step-bystep.<br />
“Our new logo and livery are designed to reflect a passion for<br />
progress and soaring spirit that are uniquely American,” states Virasb<br />
Vahidi, Chief Commercial Officer at American Airlines. “Our core<br />
colors of red, white and blue have been revamped to reflect a more<br />
vibrant and welcoming spirit. The new tail, with stripes flying<br />
proudly, is a bold reflection of American’s origin and name.”<br />
The new look of American Airlines is characterized by the tail fin in the<br />
colors of the American flag.<br />
FCS New Handling Agent<br />
for Asiana Airlines<br />
<strong>Fraport</strong> Cargo Services has been the new cargo handling agent for<br />
Asiana Airlines since February. As the foreign airline with the largest<br />
route network between China and the rest of the world, the airline<br />
operates flights to 68 destinations in 22 countries, in addition to its<br />
12 domestic destinations in Korea. The airline ships freight to 28<br />
cities in 14 countries on 27 routes. As of February, <strong>Fraport</strong> Cargo<br />
Services is responsible for handling the airline's cargo to and from<br />
Frankfurt. “Asiana Airlines in Seoul, South Korea – one of the most<br />
important Asian markets – is a very important customer with immense<br />
potential. We appreciate this vote of confidence and it confirms<br />
our strategy and position as a quality service provider,” commented<br />
Andreas Helfer, Managing Director at FCS.<br />
LAN: Ground Handling Services<br />
Take Over Ramp Services<br />
LAN Airlines shall also be operating a daily Santiago de Chile –<br />
Madrid – Frankfurt route during the <strong>2013</strong> summer schedule.<br />
<strong>Fraport</strong> Ground Handling Services will resume the provision of<br />
ramp services as of February 1.<br />
17
18 People <strong>World</strong><br />
Airline Operators Committee: New Chairman<br />
Carlos Cardiga<br />
Thomas Pembroke<br />
About This Publication<br />
Publisher:<br />
<strong>Fraport</strong> <strong>AG</strong><br />
Frankfurt Airport Service <strong>World</strong>wide<br />
60547 Frankfurt, Germany<br />
www.twitter.com/Airport_FRA<br />
www.facebook.com/FrankfurtAirport<br />
Responsible for content:<br />
Sebastian Keil, Corporate Communications<br />
Anette Schmid, <strong>Fraport</strong> Ground Services<br />
Ulrike Dietz, Airside and Terminal Management,<br />
Corporate Safety and Security, Sales and<br />
Customer Relations<br />
Content, information, and ideas for articles:<br />
Matthias Beckmann, John Cala, Ulrike Dietz,<br />
Susanne Kalbe, Sebastian Keil, Nicole Ruschig-<br />
Brunck, Anette Schmid, Roland H. Schwarz,<br />
Alexandra Ulm, Meike Wasow<br />
Change at the head of the Frankfurt Airline<br />
Operators Committee (AOC): On January 1, <strong>2013</strong>,<br />
Carlos Cardiga, 43, took over as Chairman from<br />
Thomas Pembroke, 65, of South African Airways,<br />
who is going into retirement this year.<br />
Pembroke, who has been Station Manager for South<br />
African Airways in Frankfurt since 1991, joined the<br />
AOC in 1999 and was at its helm for eleven years.<br />
“I’m sad to leave, because I enjoyed doing this job<br />
and it was always very important to me to represent<br />
and promote the interests of the community,” commented<br />
Pembroke on his departure.<br />
One of the first challenges faced by Pembroke as<br />
Chairman – as well as the entire air transport industry<br />
– was the increased security in the aftermath<br />
of the attacks of September 11, 2001. “This<br />
was one of the most challenging aspects of my<br />
time as Chairman, and I always made every effort<br />
to ensure that the necessary measures were as<br />
bearable as possible for the passengers,” recalls<br />
Pembroke. In addition, he was also involved in a<br />
range of other developments at Frankfurt Airport,<br />
including issues such as aircraft de-icing, persons<br />
with reduced mobility or the introduction of the<br />
smoking lounges in the non-smoking terminals.<br />
He hopes that his successor shall continue to maintain<br />
the close cooperation and excellent communication<br />
with <strong>Fraport</strong> and government agencies.<br />
The new head of the AOC, Carlos Cardiga, has<br />
worked in a range of functions at Ibero Airport<br />
Written by:<br />
Profilwerkstatt GmbH, Darmstadt:<br />
Hannah Cosse (chief copywriter), Gesche Brock,<br />
Katharina Mandlinger<br />
Layout:<br />
Profilwerkstatt GmbH, Darmstadt: Anke Rabbeau<br />
Printed by:<br />
ABT Print und Medien GmbH, Weinheim<br />
Production and project management:<br />
Profilwerkstatt GmbH, Darmstadt:<br />
Dr. Claudia Klemm, Ricarda Conrad<br />
Services since 1990 and has been Airport Manager<br />
Frankfurt for Air Berlin and Icelandair since 2003.<br />
In addition, he is also the Chairman of the joint<br />
A & B working group (AOC & BARIG) at BARIG.<br />
Cardiga has served as Vice-Chairman of the AOC<br />
for the past ten years and shall be succeeded by<br />
Bernardo Griebel from US Airways.<br />
As the new AOC Chairman, Cardiga plans to build<br />
on his work to date and also intensify communication<br />
with government agencies and AOCs at<br />
other airports. “My aim is to improve the quality of<br />
service for the passengers,” stresses Cardiga, who<br />
intends to continue his successful cooperation<br />
with <strong>Fraport</strong> and maintain the close level of communication<br />
with the <strong>Fraport</strong> Executive Board.<br />
AOC<br />
The AOC has been representing the interests<br />
of airlines at Frankfurt Airport for 60 years.<br />
The aim of the organization is to improve<br />
processes and infrastructure, and make the<br />
airport more attractive. The committee is<br />
open to all airlines at the airport and currently<br />
includes 79 of them. Since the end of<br />
2012, it has also opened its doors to airport<br />
service providers, such as handling agents,<br />
to become members.<br />
www.aoc-fra.org<br />
Photo credits:<br />
<strong>Fraport</strong> – p. 1, 2 (top, center), 4, 5, 6, 7<br />
(bottom), 8, 9, 12, 13 (bottom), 18, 19 (top,<br />
right and bottom left); <strong>Fraport</strong> Cargo Services –<br />
p. 19 (top, left); RobecoSAM Sustainability Yearbook<br />
– p. 3 (bottom); Die-Vier-Liter-Flieger –<br />
p. 7 (top); European Parliament – p. 7 (center);<br />
IconDock.com – p. 10 (top); Air Astana – p. 13<br />
(center); Vueling – p. 14, 15; Lufthansa Cargo –<br />
p. 16, 17 (left); American Airlines – p. 17 (right);<br />
Vietnam Airlines – p. 19 (bottom, center); Pakistan<br />
International Airlines – p. 19 (bottom right)
New Managing Director at<br />
<strong>Fraport</strong> Cargo Services<br />
Andreas Helfer, 52, has been the new<br />
Managing Director of <strong>Fraport</strong> Cargo Services<br />
GmbH, alongside Diana Schöneich,<br />
since January 1, <strong>2013</strong>. He succeeds<br />
Winfried Hartmann, who has assumed<br />
new responsibilities at the parent company,<br />
<strong>Fraport</strong> <strong>AG</strong>, after over a decade in<br />
the cargo business.<br />
Helfer joined the <strong>Fraport</strong> Group in 1996 as<br />
Manager Cargo Development, before<br />
being appointed Managing Director of<br />
Frankfurt Hahn Airport in 2000. During the<br />
further course of his career at <strong>Fraport</strong>, he<br />
served first as Managing Director at <strong>Fraport</strong><br />
Real Estate and later as CEO of <strong>Fraport</strong> Twin<br />
Star Airport Management AD in Bulgaria<br />
and Daport S.A. in Dakar, Senegal. Helfer<br />
stated that he will use his experience to<br />
consolidate FCS market leadership in cargo<br />
handling at Frankfurt and uphold the FCS<br />
philosophy of quality and competitiveness. New Managing Director: Andreas Helfer<br />
Tunisair: New General<br />
Station Manager<br />
Khalil Jamil, 53, has been appointed the<br />
new General Station Manager for Germany<br />
at Tunisair.<br />
Jamil has been with<br />
the company for 25<br />
years, working in various<br />
different positions<br />
at the airline’s head<br />
office in Tunis until<br />
2000.<br />
He was subsequently transferred to<br />
Djerba, where he was res ponsible for all<br />
airports in the southern part of Tunisia.<br />
Jamil has been stationed in Frankfurt since<br />
November 2012 and is responsible for all<br />
of Tunisair’s German destinations.<br />
As the new General Station Manager for<br />
Germany, Jamil plans to maintain the<br />
strong and efficient partnership with<br />
<strong>Fraport</strong> and would also like to use his<br />
time in Frankfurt to learn German.<br />
Vietnam Airlines: New<br />
General Manager<br />
Nguyen Quoc Phuong, 34, has been the<br />
General Manager of Vietnam Airlines in<br />
Germany since July<br />
2012. After graduating<br />
with a Master of<br />
Business Administration<br />
from the University<br />
of Greenwich, he<br />
began his career at<br />
the Austrian health<br />
care company VAMED<br />
in 2003. In 2004,<br />
Phuong moved to the airline industry,<br />
where he was employed as Marketing<br />
Manager for Vietnam by United Airlines.<br />
In 2005, he joined Vietnam Airlines, working<br />
first as Marketing Manager, and as of<br />
2009, as Branch Manager in Osaka, Japan.<br />
In his new position, Phuong plans to<br />
strengthen the ties between Vietnam and<br />
Germany: “We want to connect businesspeople<br />
from Germany and Asia better<br />
through Frankfurt, and allow more travelers<br />
to get to know – and fall in love with –<br />
this stunningly beautiful part of the<br />
world.”<br />
People <strong>World</strong><br />
Change at <strong>Fraport</strong><br />
Ground Services<br />
PIA: New Country<br />
Manager<br />
Syed Qamar Maqbool, 47, is Pakistan<br />
International Airlines’ (PIA) new Country<br />
Manager for Germany,<br />
Austria & Switzerland.<br />
Mr. Qamar joined PIA<br />
as a Marketing Intelligence<br />
Analyst at the<br />
Karachi office in 1990.<br />
19<br />
Carsten Röcken, 47, took over as Senior<br />
Executive Manager Ramp Services at<br />
<strong>Fraport</strong> Ground<br />
Services on January 1,<br />
<strong>2013</strong>. As the head of<br />
the largest division at<br />
Ground Services, he<br />
will be responsible for<br />
aircraft loading, baggage<br />
transportation<br />
and over 1,700 staff.<br />
Röcken, a business and law school graduate,<br />
has been employed at <strong>Fraport</strong> since<br />
1987, working in a variety of areas, including<br />
Human Resources and <strong>Aviation</strong><br />
Security. He most recently held the position<br />
of Senior Executive Manager Passenger<br />
Services and Operations at <strong>Fraport</strong><br />
Ground Services. In his new funct ion,<br />
Röcken is above all, relishing the opportunity<br />
to work with his new colleagues on<br />
challenging and exciting projects. His<br />
focus will be on the issues of quality,<br />
punctuality and customer satisfaction.<br />
He subsequently<br />
worked in various<br />
managerial positions<br />
including Manager International Affairs,<br />
Regional Manager Kingdom of Saudi<br />
Arabia and Pakistan. Mr. Qamar has also<br />
represented Pakistan International Airlines<br />
at various high-level forums, including as<br />
a member of the Pakistani Government's<br />
delegation for bilateral air services<br />
agreements.<br />
In the face of a highly competitive market,<br />
Mr. Qamar’s aim is to improve passenger<br />
and cargo loads, with better yields, and<br />
explore the opportunities for additional<br />
flights to Germany.
From XS to XXL.<br />
<strong>Fraport</strong> provides the perfect service tailored to every plane.<br />
Every airline customer is unique – and should expect customized service. A ground handling partner with years of<br />
experience and expertise, <strong>Fraport</strong> <strong>AG</strong> knows exactly what each airline needs. Together, we develop the right solutions<br />
designed to meet your specific requirements. Flexibility is a major advantage, especially when we have to get late<br />
arriving planes out even faster. We know the processes on the ground and can move into action with speed, precision<br />
and efficiency. We put performance first, not size. Let us be your flexible ground handling partner.<br />
Contact the <strong>Fraport</strong> ground services: phone +49 (0) 69 690-71101 / handling@fraport.de / www.fraport.com<br />
<strong>Fraport</strong>. The Airport Managers.