Lecture 6 - Terminal Operation III (Touched Up) [Compatibility Mode]

8/2/2019 Lecture 6 - Terminal Operation III (Touched Up) [Compatibility Mode]

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Cit Universit Associate of Science in Airportperation and Aviation Logistics

L t r

Terminal Operations III


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with a leadership position in airport

managemen an av a on re a ebusiness contributin to theprosperity of Hong Kong


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Mission

T r n h n H n K n n r f

international and regional aviation by:

U holdin hi h standards in safet and

security

O eratin efficientl with care for the

environment A l in rudent commercial rinci les

Striving to exceed customer expectations

Valuing human resources


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Terminal Business Unit Organisation Chart 1Terminal Business Unit Organisation Chart 1

AIRPORT AUTHORITY HONG KONG 2003All rights reserved.AIRPORT AUTHORITY HONG KONG 2003All rights reserved.


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Estate Mana ement Sub-UnitEstate Mana ement Sub-Unit

Cleaning and Janitorial Services erm na an scap ng m ence

Seasonal Decoration

Terminal 1 Building Management

Terminal 1 Infrastructure Development

u oma e eop e over anagemen


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Terminal OperationTerminal Operation

Operation Accountabilities Terminal 1 Space Planning & Management

Accommodation Leasing

Airline CIP Lounges

Arrival Lounge

Transit Hotel

Government Accommodation Airline Commercial and Service Counters

Hotel & Travel Service Counters

Facility Counters

Medical Service y v , w , ,

greet, etc)

Left Baggage Services

Lost and Found Service

Terminal Amenities (children area, Smoking lounge, prayer room,nursery)


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Passenger Facilitation Sub-UnitPassenger Facilitation Sub-Unit

Passenger Flow Management aggage ro ey anagementTerminal 1 Event Facilitation

Passenger Transfer FacilitationSignage & Way Finding in Terminal 1Information LeafletsCIQ Facilitation

Frequent Visitor ChannelSimplifying Passenger TravelPassenger Care Team

Passenger Handling Services Permits-Flight Information Displays in Terminal 1Public Addresses in Terminal 1 aggage nqu ry es

Stand-Up Bags Service


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u t m r r i u -unitu t m r r i u -unit

us omer ee ac an ng

Telephone Response Centre

Customer Service Counter

Airport Ambassador

overnmen ounge pera on

Service Standards


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T rmin l n m nt u -unitT rmin l n m nt u -unit

overnmen a son


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Terminal Business Unit Organisation Chart 1Terminal Business Unit Organisation Chart 1



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Terminal 2 &SkyPier Operation Sub-unitTerminal 2 &SkyPier Operation Sub-unit

Operation Accountabilities

Explore business opportunities in theear ver e ta reg on. vera

management of cross boundary land and

/ limousine and SkyPier operation as well

service arrangement (SkyLink). Liaison

with the travel trade or anizations such asTravel Industry Council and Hong KongHotel Association etc.


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L n X B r r Tr n rt u -unitL n X B r r Tr n rt u -unit

an s e roa n ras ruc ure ma n enance,cleaning and external landscaping,

managemen o roa ra c, ve c einterchange, car parking and groundranspor e c.


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--

erm na opera ons, u ngmanagement and maintenance, ambience

an an scap ng, c ean ng an an or aservices etc and SkyPier infrastructuresp ann ng.


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n r t m r in r t m r i

Enhancement Sub-unit

Enhancement Sub-unit

Operation Accountabilities

Airline o erations and service related

policies and the associated facilities likefli ht information s stem inte ratedairport information platform, public

address Truck Mobile Radio TMR andCommon Use Self Service (CUSS) etc


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Service Provider / Facilitator / Coordinator / Regulator

Service Provider - flight information, information/enquiry,

, , , ,

backbone, etc

Facilitator - facilitate airlines / handling agents in deliveryof quality customer service i.e. customary allocation of

check-in counters, transfer desks, laterals, etc

ac tator - ac tate a rport ase government agenc es

in their discharge of duties, i.e. Immigration, Customs,

,AIRPORT AUTHORITY HONG KONG 2003All rights reserved.AIRPORT AUTHORITY HONG KONG 2003All rights reserved.


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Roles of Terminal De artmentRoles of Terminal De artment

Facilitator - facilitate other business partners such as(Continue)(Continue)

retail concessionaires in maximizing revenue generating

opportunities

Coordinator / Integrator - between the Authoritys

. .

agencies to continuously streamline operational

rocedures reduce red-ta e and im rove overall

operational efficiency

Regulator - i.e. to safeguard the Authoritys capital

investment and interest



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Performance PledgesPerformance Pledges

Published

90% of the passengers complete check-in in 15 minutes 92% of the passengers complete immigration process in

15 minutes

All 1st bag arrive within 20 minutes and all last bagmaximum within 40 minutes

All passengers and their hand-baggage will be screened

within 5 minutes All passengers will be cleared through Customs within

15 minutes

All telephone enquiries will be answered within 1minute



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Hon Kon InternationalHon Kon InternationalAir ortAir ort


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Passenger Flow Process

Customer Service

Information Service


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Passenger Flow Process


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- Air

Road

Sea


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Inter-model TransportationDeparture CIQ

Pax flow toboarding

gateBoard A/C

PaxCheck-In

CIQ

Pax toboarding

gate

BoardAircraft

PaxCheck-In

Arrival DisembarkA/C

CIQBaggageReclaim

Pax flow toother

transportmode

Pax leaveCLK

Arrival DisembarkAircraft

CIQBaggageReclaim

Pax toother

transportmode

Pax leaveHKIA

DisembarkA/C

TransferCheck-in

Pax flow todeparture

& boardingBoard A/CAir Transfer DisembarkAircraft

TransferCheck-in

Temperature

Pax todeparture

& boardingBoard

Aircraft

gate

Air to Sea DisembarkA/C

Purchase

Ticket

Bonded

Bus to

Board

Ferr

Disembark

Aircraft

PurchaseTicket

Tem erature

Board

Ferr

screen ng gate

rans er yp er

Check-In atSkypierSea to Air Disembark Bonded Board

screening

screening

Transfer


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Immigration & Security

Check-In

Level 7

Departure

Process

Departure

Process

APM

Level 6


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BaggageT6 Skypier

e c a m

T5

Counter

APM

Arrival City

rocess


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HKIA O&D Passen er

Throughput

60%HKIA Passenger

Profile50% 1/3 Transfer

2/3 Ori inatin &

30%Non-

Destinating

10%

20% Visitor

0%


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Concept in service provision

Demand driven - user oriented Capacity management

Just in time

Alternatives Cost Effectiveness


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Check-in / airline related

344 (T1-288, T2-

56) Check-in

serv ce

oun ers

10 Airline Service

13 Baggage

Handling Agents

FIDS Display


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Customs andExcise

.

Immigration

Services provided by

HKSAR Government

Services provided by

HKSAR Government

H l h P ti ( )


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Passen erHealth Preventive (Port Health)

Handling (Continue)

Security

(AVSECO)(AVSECO)


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Hassle-free flow

Entry / Exit Permit

VisitorsCourtesy Channel

APM

EVT Simplified Passenger Travel (SPT) initiatives


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Courtesy Channel


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East Hall Arrival Level22 escalatorsescalators

West

West Hall

Arrival Level

APMPlatform

East

22 escalatorsescalators

280280 paxpaxheadway 213sheadway 213sWest Hall APM

Platform

Max. Capacity 500Mover


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Initiatives

- Hassle-free travel for identified customer segment

-

higheconomic value

- Brand building for HKIA

ii) Automated Passenger Clearance (APC)mm grat on c anne c anne

iii) Expeditious Immigration Clearance (EIC)

iv) Sky Pier - A new concept of inter-modalpassenger flowupstream check-in


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Customer Service

Trolle s Landside and Airside Airport Medical Services

Customer service programmes

Toilets (landside and airside)


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Customer Service Pro rammesExternal

- Customer Service Excellence Pro ramme CSEP- Airport Ambassador Programme (AAP)

- Tourism Orientation Pro ramme TOP

- Youth Programme

Internal

- Reach-Out Program- Passenger Care Programme


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Passen er Handlin (Continue)Passen er Handlin (Continue)Customer Service Excellence Programme

Objective : To enhance customer service at airport

Tourism Orientation Programme (TOP) ec ve : o prov e ra n ng or gra ua es n eres n

tourism AA offers lacements for ractical trainin

Joint programme with HKTB

Objective : To enhance terminal experience

passengers Joint programme with HK Youth Federation


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Airport Ambassador Programme (AAP) Objectives: i) Enhance customer service

ii) Enhance community relationsiii) Enhance employability of youths

Provided by youths

Volunteer Ambassadors Objective : i) To enhance community relation

ii) Seniors to contribute to Society Provided by senior citizens and undergraduates


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Airport Ambassador Programme


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Airport Ambassador Programme


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Volunteer Ambassadors - Seniors


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Objective : Pro-actively interact withpassengers o gauge passenger sa s ac on

Performed by AA duty staff

Objective : To provide comfort to passengerur ng extens ve srupt ons

Performed by AA non-duty staff


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Information Service


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Information service

Im ortant for assen er as well as the air ortcommunity

Customer Service Centre -


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Signage

Directional Signage (Blue with white font) Informational Signage

Emergency Exit Signage (Green with white font)

Strategy International standard icon

Bi-lingual

Prominent and E e Catchin Strategic locations


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Customer Service Centre Service provided

information provision

way n ng ass stance

emergency assistance

sale of souvenir

Service Standard Polite and prompt

Care for passenger

Listen

Accurate Information Assist proactively


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63

65

67

6971 68

66

64

62

MMIB Location Map

48 4644 42

40 3634

3230

61 60

171819South

North

47 4543

41

4933

3129

2725

2321

2624

22 15

16

7/F - Check-in

1

2

36/F- Departures

4

5/F - Arrivals


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Information provided by MMIB

Fli ht Info Airline Info

Emergency Support

Commercial Info


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Real Time Mana ement

AIRPORT AUTHORITY HONG KONG 2003

All rights reserved.




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AOCC (Airport Operations Control Centre)

Functions

Nerve centre of the Airport operations

casualty ward of a hospital)

transport operations





Real Time ManagementReal Time Management


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(continue)(continue)

Located at the Inte rated Air ort Centre

Floor Area : 250 square metres







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(continue)(continue)Main Systems

Flight Information Display System

Telephone Response Centre

Public Address System

Close Circuit Television System Automated People Mover Control System

Terminal Fire Alarm System

Fault Reporting System

Security Control Centre (run by AVSECO)

Automatic People Mover Control System Terminal Fire AlarmSystem


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System

Telephone Response Centre Security Control Centre

Real Time Management


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g

(continue) Deployment

Airside / Landside / L5 / L7 / East Hall / WestHall / Central Concourse

AOCC / GTC / Basement

o e rov ng



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gg

(continue)(continue)enera ut es

Check-in counter allocation

Flight information update au repor

Real time management of terminal service

prov ers per ormance o ensure qua yservice



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gg


Incidents handling (e.g. passengerinjury, fire alarm, system breakdown,ambulance case, etc)

Emergencies handling-

& Emergency Procedures Manual

- con ro an coor na on cen re e oreactivation of Airport Emergency Centre



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gg

(continue)(continue)an ng roce ures

Inform & coordinate relevant parties

Observe relevant procedures esume norma opera on as soon as

practicable

ecor eep ng



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gg


duty staff to investigate Liaise Fire Service

False alarm reset the system e u e e c va e e supp ess o

system Evacuation & crowd control

esu e o a ope a o a e pu o e e



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Terminal Fire Alarm System



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(continue)(continue) AEC (Airport Emergency Centre)

Introduction -

Adjacent to AOCC

Centre for control & co-ordination for AA AirlinesGovernment Department and other airport operators.Major objective is to minimise adverse effect to

airport operations and to speed up the recovery tonormal operation.



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(continue)(continue)em ers p

Subject to the nature of the emergency,members including Airlines, GovernmentDepartments, Airport Operators and AA

Regional Support during emergencies

- PRD A5 Airport Emergency SupportCommunication


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.

Customer-orientated

passengers and cargo

Ensure an effective management of

transport facilities, road network, and real

Ensure efficient transport linkage between

Pearl River Delta and Guangdong Province

2. Air ort Trans ortation Network


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Hong Kong Transport Network

Road ( Ching Ma Bridge )

ea ar ne er

Regional District Transport Network

Major Customs Control points

Major Customs Control pointsconnecting to Guangdong Province

Transportation on Chek Lap Kok Island

2. Overview of Airports Transportation Network (Contd)2. Overview of Airports Transportation Network (Contd)


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.


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.

-

O erations & Mana ement


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Tour Coach Parking Franchised Bus Station Hotel Limousine Lounge

Cross Boundary

Coach Station

ax a on

.


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Road andRailway

GroundTransportation

Control Centre

Ferryo ong

Kong To Mainland

4. Transport Facility Management4. Transport Facility Management


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Ground Transportation Centre

..


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Airport Express Line

very m nu es

Fastest Speed:

23 minutes from

Air ort to Central

HK$100/trip

Pre check-in

service at Kowloon

Station and Hong

ong tat on Handle about 19%

airport users

..


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..


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Franchised Bus

Station 43 Routes

24 Hrs

Operation

17 Bus Stops

Compose 46%

of Total

Passenger

Traffic

..


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Tour Coach Station

250 Franchisee

,operates

Coach Buses 18 Parkin

Spots

Compose 5%

of Total

Passenger

Traffic


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Limousine Guests Waiting LoungeLimousine Guests Waiting Lounge



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Taxi StationTaxi StationTaxi StationTaxi Station

..


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Taxi Station

Passenger Traffic at Kai

Tak Airport Compose 7% of Total

Passenger Traffic now

ree ypes o ax s:

Urban (Red), NewTerritories Green and

Lantau (Blue)

Average waiting time: 3

hrs The waiting area can

accommodate u to 500

taxis at a single time

24-hr Operation

4. Trans ort Facilit Mana ement4. Trans ort Facilit Mana ement


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Urban Taxi (Red)

New Territories Taxi (Green)

Lautau Taxi (Blue)


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2003(1) 5,000 12

22004

(2)

47 7 21 12

,

12

2

(1):

(2): 4

4. Transport Facility Management4. Transport Facility Management Car Parks

HKIA h 3 k


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HKIA has 3 car parks

of 2,400 parking

spaces

The 3 car parks are:

Open-air Car Park

1 Short-term

Multi-storey Car

Park 4 (Short-term

-

Open-air SkyCity

Car Park (Long-

term)

30-minute

Compose 12% of Total

Passenger Traffic

Car Park Facilities at HKIA


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88


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89



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Tuen Mun

during peak periodo convey s a

to/from Tuen Mun

an v a ungChung



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Railway System

Tung Chung Line 2%

Public Transport 46%

Hotel Limousine 5%

Private Cars 12%

ers



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Mainland CoachStation

- par ng spaces

- 200 trips per daybetween HKIA

and PRD areas

- Operating Hours:07:00 23:00



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C B d F


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Cross Boundary FerryService(Sky Pier)

Commenced operation

on ep em er Serving five ports in the

Pearl River Delta -

Shenzhen Shekou,

Shenzhen Fuyong,,

Humen in Dongguan

Operating 58 trips per

day through HKIA andPRD ports

New PortLian HuaShan

.


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Land Grant & Road Designation

, ,(FY03/04)

Airport Authority is empowered to perform

traffic management

Enforcement of road traffic regulations and AA

By-Law

Accident recovery and traffic diversion

Corporate with Police Department in the event

of special operations

5. Road Mana ement Standards

In average 6 accidents per month in


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In average, 6 accidents per month in

2003

Target to reduce 5% each year

Procedures, drills & exercises

Speeding offence

Stationary offence

5. Road Management Standards5. Road Management Standards


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9

10

6

7

8

3

4

5

1

2

5. Road Management Standards5. Road Management Standards


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5. Road Mana ement Standards

Road Management


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Road Management


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ATCSS

Airport Traffic Control & Surveillance

ys em

6. Airport Traffic Control Surveillance

ATCSS


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ATCSS

CCTV

Emergency

Telephones

6. Airport Traffic Control Surveillance System

ATCSS


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ATCSS

Detection

ra c vers on ystem


ATCSS


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ATCSS Variable Message

Si ns

6. Airport Traffic Control Surveillance System

ATCSS


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ATCSS Car Park Occupancy

Display


ATCSS


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ATCSS Airline Counters Information

Display

6. ATCSS


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Display

6.

ATCSS


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roun ransportat onControl Centre


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7. Facilities Imrpovement7. Facilities Imrpovement


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4 21 SkyPlaza

3 Golf Course

4 Sk Pier

Sky Plaza Phase I

5 Hotel


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Ground Trans ortationOffice Building(North)

Centre

erm na u ng

Sky PlazaOffice Building

Departure Kerb(Future)

u


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Licensee & Public Trans ort O erator

LicenseeLicensee


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Hotel LimousineHotel Limousine

Hotel ShuttleHotel Shuttle

Tour CoachTour Coach

Mainland CoachMainland Coach

Mainland LimousineMainland Limousine

Public TransportPublic Transport

Rental Car (Taxi)Rental Car (Taxi)

Service Contractors


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ManagementManagement && VehicleVehicle

InterchangeInterchange ManagementManagement

Tow and vehicle rescueTow and vehicle rescue

Landside cleaningLandside cleaning

Land Transport and

Infrastructureransport us ness


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ransport us ness

Car Parking Public Trans ort Licenced Transport

Road Management Landscape

Estate Management/Coordination

Telecommunications


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Infrastructure- TMR (government and internal users)

- governmen an n erna users- AA Network Rental Service- Cablin O tical Fibre and Co er cable- Wireless LAN service (for Airport Corporate Users)

- MATV network (provide TV service to PTB users e.g.

Telecom Service

- Wireless Internet Service provided by PCCW- Public Mobile Telephone Services (PMTS)-

The Future


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Lecture 6 - Terminal Operation III (Touched Up) [Compatibility Mode]

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