Facilitation and airport services - Airports Council International

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General and passenger facilitationACI’s objective in the area of facilitation is to develop policies and positions aimed at continuously improving service quality at airports,simplifying and speeding the flow and processing of passengers, baggage, cargo and mail through airports, while bearing in mind thedifferent requirements of various authorities with particular regard to security, drug interdiction and dangerous goods.3.1Quality of serviceACI POLICY3.1.1 Service quality should be a keycomponent in an airport’s businessstrategy and operations management.ACI RECOMMENDED PRACTICE / COMMENT3.1.1a Airport operators should monitor a wide range of factors related toquality, according to the needs of users and the characteristics of the airport.3.1.1b Where airports have no direct control, they should strengthen theirexisting cooperation with all other organizations and agencies which have aguardian role for service delivery at the airport, in order to develop a “seamlessairport service” with agreed minimum service standards.3.1.1c They should also develop airport business continuity plans which arecomprehensive and coordinated with all parties.3.2Traffic peaks and capacity constraintsACI POLICY3.2.1 Airport capacity limitationsshould be resisted by airport operators,in consultation with other involvedagencies and airlines.ACI RECOMMENDED PRACTICE / COMMENTDespite the best efforts of airport operators to expand airport capacity to meetdemand and remove artificial capacity restrictions, the phenomenon of trafficpeaking may reduce the effects of such efforts, and has been the subject ofincreasing concern by airport operators around the world. Traffic peaking atairports generates severe economic penalties, such as under-utilization of costlyairport facilities and services, opportunity costs from direct and indirect impact oflost services, and delays to aircraft and passengers.Significant improvements can be obtained by attempting to redistribute trafficthrough effective consultation between the interested parties, i.e. in particularairlines, airports and government authorities. ACI and IATA have jointly produceda booklet entitled "Guidelines for Airport Capacity/Demand Management" toassist both airports and airlines to combat the problem of traffic peaking andresulting adverse effects, and to maximize the utilization of airport facilities andother resources for the benefit of all parties concerned.ACI Policy and Recommended Practices Handbook | Seventh Edition | November 2009 Section 3 | Page 2
3.3Code-sharingACI POLICY3.3.1 Code-sharing and alliance airlinesshould use the same terminal facilitieswhenever the airport operatorconsiders this arrangement feasibleand it does not jeopardize overalloperation of the terminals.ACI RECOMMENDED PRACTICE / COMMENTCollaborative and code-sharing arrangements should be fully transparent topassengers, many of whom choose an airline on the basis of its level of service,frequent flyer programme and reputation for effective safety and securitymeasures.It is the responsibility of airlines to provide passengers with full writteninformation, firstly at the time of booking/reservation, and secondly when ticketsare issued, regarding the operational flight numbers, operating carrier(s),intermediate stops, changes of aircraft, airport terminal designators, etc.,involved in the planned journey. Similar recommendations were adopted byECAC in 1996 and by the ICAO Air Transport Regulation Panel in 1997, and arebecoming a regulatory requirement in an increasing number of countries.Airlines should inform airport operators well in advance of all the logistical detailsinvolved in a particular collaborative or code-share arrangement, includingchanges of aircraft at an intermediate airport or changes from an international toa domestic terminal (or vice versa) required on the same flight number.With regard to the display of different code share airline identifiers and flightnumbers on the FIDS, it is recommended that, where required, these be shownon a rotating basis in an additional column (e.g., ‘Remarks’) on the same line.3.4Simplifying Passenger TravelACI POLICY3.4.1 Airports should note theprinciples of the Simplified PassengerTravel (SPT) initiative and incorporatethese in their facility and processplanning, where appropriate.ACI RECOMMENDED PRACTICE / COMMENTACI is a member of an industry consortium called Simplifying Passenger Travel,whose objectives are to simplify and streamline the passenger process; helpimprove aviation security; increase customer satisfaction; make better use ofexisting airport space and resources; and make the transport system moreefficient and reduce costs.Strategies of the SPT project are to re-engineer the entire passenger journey,using and updating ongoing programmes such as e-ticketing and self-servicecheck-in; catalyse industry change through promotion of these concepts andexplanations of the benefit of their implementation; consider the entire passengerjourney; promote benefits of cooperation, both internationally and betweengovernment and industry, to find collective solutions; implement newtechnologies for identification and communication; ensure international standardsare established, where necessary; learn from experience by fostering pilotprojects; partner with other groups engaged in related areas; and respond tothreats to the aviation industry.Compatibility must exist between the requirements of the relevant governmentinspection agencies at the origin and destination of a journey. Procedures relatedto the facilitation of passengers must be developed on an international level toallow for the standardization of documentation and handling methods. Theseprocedures should recognize the desirability of the eventual replacement ofprocesses now in existence in favour of automation and a paperlessenvironment. Governments should also encourage the development ofinternational communications networks allowing for the transmission of databetween governmental agencies within a country and between countries.Further information can be found at www.spt.aero.ACI Policy and Recommended Practices Handbook | Seventh Edition | November 2009 Section 3 | Page 3
Page 1: 3Facilitation and airport services(
Page 5 and 6: 3.6Maximum clearance times at inter
Page 7 and 8: 3.10Simplification of procedures fo
Page 9 and 10: 3.13Sign systems at airportsACI POL
Page 11 and 12: 3.17Airport facilities for tour ope
Page 13 and 14: 3.24Facilities for general aviation
Page 15 and 16: 3.28Consultations between agencies
Page 17 and 18: 3.33Elimination of the paper cargo
Page 19: 3.38Cargo facility planningACI POLI

Facilitation and airport services - Airports Council International

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