From relationships to partnerships
Transcription
From relationships to partnerships
International customer journal FRAME AGREEMENTS CONTRACTUAL MODELS Swissport’s recent signing of major new collaboration frameworks with Swiss WorldCargo and Air France highlight the growing trend of local ground handling agreements being replaced by longer-term contractual models. d e d ar aw t s Ju Swissport International Ltd., Issue 15, July 2005 dH oun l Gr ba Glo a omp gC lin and 4–5 CHECKING IN PA S S E N G E R P O W E R Like the wider air transport industry itself, Swissport is using technology to improve the passenger experience. Swissreporter provides an update on these important developments. 8 –11 CARE CONCEPT C R I S I S P R E PA R AT I O N Aware of its inherent exposure to emergency situations, Swissport has developed a new Corporate Crisis Management Policy to be implemented at all stations worldwide. 17 INTERVIEW RAM MENEN Ram Menen, Senior Vice President Cargo at Emirates Airlines, has spearheaded not only his own carrier’s rapid development, but also championed the wider role of air cargo. 18 –19 From relationships to partnerships The ground handling sector and its airline customers agree: value for money and top service quality are two key ingredients in the success of any business. But just as crucial in many respects is effective customer relationship management, or CRM. Of course, this is nothing new to Swissport, but it is currently being intensified in some very interesting ways. Ask airline procurement officers how they choose their ground handling provider and they will not search long for the answers: price, performance, quality, service range, innovation, transparency, flexibility and, maybe, simplified processes and hassle-free accounting. Voilà. The fact that effective relationship management and its various components, such as reliability, credibility and continuity, are equally vital to a partnership’s success is often overlooked. Yet good relations are as essential as ever. The short-term opportunist approach may reap some quick rewards, but it will never provide a relationship with the kind of confidence and trust that can be so beneficial over the longer term. Jointly evaluating, analysing, developing and implementing may sound like more work. But both sides tend to agree that, in the longer term, it is a far more satisfactory approach and a far more productive one, too. And this is exactly what Swissport aims to intensify in future, so further developing the dialogue with its airline customers. made solutions”, a programme that is designed to address its airline customers’ needs more individually, comprehensively and flexibly than ever. Whether it is a total outsourcing approach à la SWISS, a frame agreement such as with Air France or Swiss WorldCargo, a network deal as per KLM or a regional package of the GOL kind, Swissport will be placing a clear and consistent emphasis on dialogue. This means we will be listening, understanding and accommodating to turn a business relationship into a genuine partnership that offers maximum value to both parties involved. We look forward to talking with you. To do so, Swissport’s sales organisation has created “myport – tailor Stephan Beerli ar e Ye f th ny o A thank-you message from Swissport to: Abaeté - Linhas Aéreas + Absa - Aerolinhas Brasileiras S/A + Aces + ACM Aviation Inc. + Ada Air + ADC Airways + Adria Airways + Adriyatik Tasimacilik Dis Tic. Ltd. + Aegean Airlines S.A. + Aegean Aviation + Aer Lingus + Aero Charter + Aero Condor S.A. + Aero Continente S.A. + Aero Flight + Aero Lloyd + Aero Zambia + Aerocaribbean + Aeroceltic + Aerocharter de Mexico, S.A. de C.V. + Aeroflot + Aerogaviota + Aerolineas Argentinas + Aeromar Airlines + Aeromexico + Aeromexpress + Aeropostal + Aeroservice + Aerosur + Aerosvit Airlines + Africa West + African Aviation + Afriqiyah Airways + African International Airways + Air 2000 LTD + Air Ailes + Air Alfa + Air Algerie + Air Alps Aviation + Air Asia + Air Astana + Air Atlanta Icelandic + Air Austral + Air Baltic Cooperation + Air Berlin + Air Bosna + Air Cairo + Air Canada + Air Cargo Inc. + Air Cargo Trader + Air Charter AG + Air China + Eurasia Air Cargo Ltd. + Air China Intl + Air Company Domodedovo + Air Direct + Air Dolomiti SpA - L.A.R.E. + Air Europa + Air France + Air Gabon + Air Holland + Air India + Air Italy SpA + Air Jamaica + Air Jet + Air Lithuania + Air Littoral + Air Luxor + Air Macau + Air Madrid + Air Madagascar + Air Malta Ltd. + Air Malawi Ltd + Air Mauritius + Air Méditerranée + Air Miles + Air Moldova + Air Nauru + Air New Zealand Limited + Air Niugini + Air Nostrum + Air One + Air Pacific + Air Plus Comet + Air Routing + Air Security + Air Seychelles + Air Sofia + Air Srpska + Air Tahiti Nui + Air Tanzania + Air Transat + Air Ukraine + Air Zimbabwe + Airborne Express + AirBridgeCargo + Aircargo Logistics International + Airlinair + AirMar Transportes Internacionales + Airtours International Airways + AirTran + Alaska Airlines + Albanian Airlines + Alitalia + All Nippon Airways + Alliance Air + Alloy Aircraft Company Ltd + ALM Antillean Airlines + Aloha Airlines + Alpi Eagles, SpA + America West + American Airlines + American Trans Air, Inc. + Amerijet International Inc. + Amiri Flight + Anatolia + Anglo American + Antares Airtransport + Antinea Airlines + Arab Air Carrier Organization + ARAVCO Ltd + Ariana Afghan Airlines + Arina Airlines Ltd. + Arkia Israeli Airlines Ltd + Armenian Airlines + Arrow Air + ASB Air Ltd. + Asiana Airlines + ASM + Astra Associated Services + Astraeus Ltd + Astral Aviation Ltd. + ATA + ATCL + Atlantic Air System + Atlantic Pacific Airline Associates Inc. + Atlas Air, Inc. + Augsburg Airways GmbH + Aurigny Air Services + Australian Airlines + Austrian Airlines + Astral Aviation + AVANTI AIR GmbH & Co. KG + Avensa + Aviacsa + Avianca Airlines + Aviogenex + Avioimpex + AvMax Group Inc + Axis Airways + Azzurra Air + Bannert Air GmbH + Baron Air Cargo + Baseops International Inc. + BASF Leasing AG + Bax Global + Belair + Belavia- Belarussian Airlines + Biman Bangladesh Airlines + Birgma Sweden AB + B-Jet SA + Blue Panorama Airlines + Blue Wings AG + Blue1 + BonairExel + Bombardier Aerospace Corp. + Bosphorus European Airways + BP America + BRA Transportes Aéreos + Braathens, AS + BRA-Brasil Rodo Aereo + Brinks Global Inc. + Brit'Air + Britannia Airways AB + British Airways + British Mediterranean Airways + British Midland + Bulgaria Air + Burlington Air Express, Inc. + Buzz + BWIA + C.A.I Cargo Airlines + Cameroon Airlines + Canadian Airlines Int'L Ltd + Cape Air + Capitol International + Cargo Airlines Ltd + Cargologic + Cargolux + Carpatair + Casino Express + Casio Air Tours + Cathay Pacific Airways Ltd. + Catran AG + Challenge Air + Channel Express + Chapman Freeborn Airmarketing Ltd + China Airlines + China Cargo Airlines + China Eastern Airlines + China Southern Airlines + Cielos Airlines Luxembourg + Cielos del Peru + Ciernes Overseas Inc + Cigna Corp. + Cimber Air + Cirrus Airlines + City Air + Clasquin + Club Airways + CNA International + Comfort Air GmbH + Compagnie Aerienne Corse Mediterranée + Condor Flugdienst + Congo Airlines + Consultores Maca, S.A. de C.V. + Continental Airlines + Continental Micronesia Inc + COPA + Corsair + Coyne Airways + Cresta Tours + Croatia Airlines + Cronus Airlines + CrossRacer/SAA Cargo + CSA - Czech Airlines + Cubana de Aviacion + Cukurova Aviation + Cyprus Airways + Daallo Airlines + Daher International + DaimlerChrysler Aviation GmbH + DAS Air Ltd. + Delta Air Lines + Demavia + Denim Air + dba + DHL + Dinar Lineas Aéreas, S.A. + Dniproavia + Dragonair + Dubai Air Wing + Dublin Airport + Duo Airways LTD + Dutch Caribbean Airline + DutchBird + Eagle Air Ltd + East African Air + easyJet + Edelweiss Air AG + Egypt Air + EL AL Israel Airlines + Electra Airlines + Emery Worldwide Airlines, Inc + Emirates + Enkor + Envirotainer Services + Eritrean Airlines + Estonia Air + Ethiopian Airlines + ETIHAD Airways + Euralair + EuroAir + Eurocypria Airlines Ltd. + Eurofly + Eurojet Airline SAS + Europe Airpost + Europe Continental Airways S.A + European Air Express (E.A.E) + European Aircharter Ltd + European Air Transport + Eurowings + EVA Airways + Evergreen International Airlines, Inc + Excellent Air Int'l BV + Exel Aviation Group + Expeditors Canada Inc. + FAI Airservice AG + Falcon Air Express, Inc + Federal Express + Fine Air + Finnair + First Choice Airways Limited + Fischer Air + Flight Management Corporation + flightserve.com + FLY S.A. - Linhas Aéreas + Flyair + Flybaboo SA + Flybe + FLYTRANS + Frans Maas + Freebird Airlines + Frontier + Futura International Airways + G-5 Executive AG + Gandalf Airlines + Garuda Indonesia + GB Airways Ltd. + Gemini Air Cargo, Inc. + Géodis Overseas + Geologistics + Germania + Germanwings + Ghana Airways + Girjet + Global Jet Concept SA + Globe Air Cargo System + GO Fly Ltd. + GOL Linhas Aéreas + Gold Air + Golde Jet + Goldeck-Flug GmbH + Gözen Air Services + Graff Aviation Ltd + Grupo TACA + Gulf Air + Hadid + Hahn Air Lines GmbH + Hapag Lloyd + Hawaiian Air + Heli Air Services + Helios Airways Ltd + Hellas Jet S.A. + Helvetic Airways + Hemus Air + Hola Airlines + Horizon + Hydro Air + IACA + Iberia + Iberworld Airlines S.A. + ICC Air Cargo Canada + Icelandair + Imair Airlines + Indian Airlines Ltd + Intensive Air, (Pty) Ltd + Inter Air + Inter Airlines + International JetClub Limited + InterSky Luftfahrt Gmbh + Ion Tiriac Air + Iran Air + J C Bamford (Excavators) Ltd + Japan Airlines International + JAT Jugoslav Airlines + Jet 2000 Business Jets + Jet Aviation Handling AG + Jet Flite OY + Jet Link + Jetalliance Flugbetriebs AG + Jetclub AG + Kalitta Air + Kalitta Air LLC + Kales Airline Services GmbH + Kangra Aviation + Kenya Airways + Kibris Türk Hava Yollari + KLM - Royal Dutch Airlines + KLM Cityhopper B.V. + KLM UK + Korean Air + Kras Air + KTHY - Kibris Türk Hava Yollari + Kuehne & Nagel + Kuwait Airways + Kuzu Air + Kyrghyzstan Airlines + Lacsa + LAM - Linhas Aéreas de Moçambique + Lan Chile + Lapa + Leisure Cargo GmbH + Liat + Libyan Arab Airlines + Lineas Aereas Allegro, S.A. De C.V. + Lions Air AG + Lithuanian Airlines + Lloyd Aereo Boliviano + Loganair + LOGFRET + Logimpex + LOT - Polish Airlines + LTU + Lufhansa + Luxair + Macedonian Airlines + Maersk Air A/S + Malaysia Airlines + Malev - Hungarian Airlines + Malmö Aviation + Martinair Cargo + Martinair Holland + MAS Air Cargo + MAT Macedonian Airlines + Maxjet + MEA Middle East Airlines Air Liban + Meridiana Airways + Mesaba Aviation + Metropolis + Mexicana + Mexico Global Airlines + Miami Air + Middle East Airlines + MK Airlines Ltd + MNG Cargo Airlines + Moldavian Airlines + Monarch Airlines + Montenegro Airlines + Morgan Stanley + Morro Vermelho Taxi Aereo + MP Cargo + Mytravel Airways A/S + National Airlines, Inc. + Nationwide Air + NetJets + Nippon Cargo + Nomad Aviation (Pty) Ltd + Nordic Airlink AB + North American Airlines, Inc. + North Flying A/S + Northwest Airlines + Nouvelair Tunisie + Nouvelle Air Ivoire + Novair + Ocean Airlines + Oceanair Linhas Aéreas Ltda + Öger Turk Tur + Olympic Airlines + Oman Air + Omni Air International + Omskavia Airlines + Onur Air + Pakistan International Airlines + Palestinian Airlines + PBair + Pegasus + Penta Transportes Aéreos + PGA Portugalia Airlines + Philippine Airlines + Phuket Air + Polar Air Cargo + Precision Air + Privat Air SA + PSA Airlines, Inc + Pulkovo Aviation + Qantas Airways Ltd + Qatar Airways + Rabbit Air Ltd. + RampSnake A/S + RAS Flug + Rega/Swiss Air Ambulance + Regional Air + Régional, Compagnie Aérienne Européenne + Regional-Air-Express + Romavia + Roussel International + Royal Air Force + Royal Air Maroc + Royal Brunei Airlines + Royal Jet Group + Royal Jordanian + Royal Wings + Ryanair + SA Alliance Air + Saga Airlines + Samara Airlines + Saratov Airlines + Sata Internacional + Saudi Arabian Airlines + Scandinavian Airlines System + Schreiner Airways + Shadong Airlines + Servair + Siberia Airlines + Sierra National Airlines + Sigair Ltd + Singapore Airlines + SKY Airlines + SkyEurope Airlines a.s. + Skymaster + Skyservice Airlines + Skywest Airlines + SN Brussels Airlines + Snowflake SAS + SNTC + Sony Europe GmbH + South African Airways + Southeast Airlines + Southern Air, Inc + Southwest Airlines + Spanair S.A. + SR Technics Switzerland + SriLankan Airlines + Star Airlines + Sterling European + Styrian Airways AG + Sudan Airways + Sun Country Airlines + Sun-Air of Scandinavia A/S + SunExpress + Sunworld International Airlines, Inc. + SweFly + Surinam Airways + Swiss Eagle Ltd + Swiss International Air Lines + Syrian Arab Airlines + Syrianair + Taag + TACA International Airlines SA + Taino Airlines S.A. + Tajikistan Airlines + TAM Lineas Aéreas S.A. + Tampa Airlines + Tanzanian Airways + TAP - Air Portugal + Tarom + Taunus Air + TCI + Thai Airways International + The Air Group, Inc. + Thomas Cook Airlines + THY (Turkish Airlines) + TMA of Lebanon + TNT + TRAFICTIR + Trans Mediterranean Airways + Trans World Airlines + TransAer + Transair International + Transavia Airlines C.V. + Transbrasil Linhas Aereas + Transcap + Transjet Airways + Transportes Aereos de Cabo Verde + Tunisair + Turkish Airlines + Turkmenistan Airlines + TwinJet Aircraft + Tyrolean Airways + Tyrolean Jet Services + US Airways + Ukraine International Airlines + Union Transport of Canada Ltd. + United Airlines + United Arabian Airlines + United Nations + United Parcel Services + Universal Aviation (UK) Ltd. + Ural Airlines + US Airways + Uzbekistan Airways + VARIG + Via Brasil + Vietnam Airlines + Viking Airlines + VIP Aviation + Virgin Atlantic + Virgin Express + VLM Airlines + Vlaamse Luchtvaartmaatschapij + Volare Airlines + Volga-Dnepr Airlines + Vulcan + Westjet Airlines Ltd. + Windjet + WIZZ Air Hungary Limited + World Airways + World Focus Airlines + Yemenia + Yes Aéreas Charter + ZanAir + Zoom You made it happen again. So did 21,000 hearts & minds. Swissport was named Global Ground Handling Company of the Year five times in a row by the ITM. We’re flattered that the Institute of Transport Management awarded us the title “Global Ground Handling Company of the Year” for the fifth time in a row. And because the accreditation is based on real-world surveys, we know that we owe this commendation to all the airlines we have the privilege of serving. We thank you all for making it happen again. At the same time, we owe this award to the over 21,000 women and men who constitute the global Swissport family. At 174 airports in 40 countries around the world, it is their loyalty, dedication, and commitment that makes us strong, innovative, and competitive. We thank you all for making it happen again, too. Swissport International Ltd. Ground Handling Services, Cargo Services, Maintenance Services, Fueling Services, Executive Aviation Services, Security Services, ULD Services www.swissport.com FROM THE TOP Making it happen Consolidation in the airline sector – or, more precisely, the impact this will have on our industry – has come in for increasing discussion over recent months. The trend has proved to be far more than a passing fad: it is actually happening, and is here to stay. Air France/KLM and Lufthansa/SWISS are just the beginning. More mergers are sure to follow. Our industry is also seeing major shifts in the ground handling business. The local, individual and even personal contact-based deals of a few years ago are increasingly being superseded by regional and even system-wide ground handling packages. Having gained our own initial experience of such arrangements – with GOL in Brazil, United Cargo in the US, KLM worldwide and SWISS’s total outsourcing, among others – we are delighted that Air France and Swiss WorldCargo have now also decided to cooperate closer with us through a global frame agreement. Both are convinced that their handling needs can be met more cost-effectively, but to the same high standard, by entrusting these activities to Swissport’s care. Air France and Swiss WorldCargo’s decision not only confirms to us that we are on the right strategic track. It is also a tribute to the professionalism and performance of the Swissport crew, which was able to offer a ground services solution tailored specifically to our customers’ particular wishes and needs. And we are greatly looking forward to assuming these responsibilities, secure in the knowledge that the partnership we plan will not only reap financial rewards; it will also offer substantial strategic and operational benefits to both carrier and handler in the longer term. ‘Making it happen’ – putting ideas into action – has been one of our prime concerns in further simplifying our check-in procedures, too. By concluding our global agreement with SITA (see pages 10 – 11), we can now not only develop a new and highly compatible generation of self-service devices, but also put them into effective day-to-day operation. And that, in turn, means we can better meet passengers’ growing check-in needs (in terms of the speed and the simplicity they desire) and, at the same time, further lower the cost of these services to the airlines they fly with. Swissport will continue to make the most of the latest technologies and seek further innovative solutions for the benefit of its airline customers. We thank all our business partners for the collaboration enjoyed with them to date – and we look forward to continuing to work with you all to help shape and refine tomorrow’s ground handling world. Let’s make it happen! JOSEPH IN ALBON President and CEO Swissport International Ltd MARKET Swissport heads for Winged City Swissport’s presence in Asia stepped up another gear in May with the acquisition of a major shareholding in the GlobeGround Korea handling operation at Seoul’s Incheon International Airport. First came Manila, then Singapore and now Seoul’s Incheon International Airport. Swissport’s intention to extend its network to major gateways across Asia is no idle boast. With the acquisition of the GlobeGround Korea operation from its former shareholders, Swissport has entered its third major airport in the region, and its first in northeast Asia. The company, now known as Swissport Korea, will employ around 160 personnel and offer a full range of tailored ground handling services from 1 July. This includes the bringing on stream of a new 6,600-squaremetre cargo terminal. A fascinating country, Korea mixes the ancient with the ultra-modern and photo: KAL currently enjoys one of the world’s fastest growing economies. It is also determined to become a focal point for commerce in northeast Asia. Similarly, since first opening in 2001, Seoul Incheon – dubbed the Winged City – has stamped its mark on the region. In 2004, the airport handled 24 million passengers, 2.5 million tones of cargo and 150,000 flights. The operation acquired by Swissport covers around 2,000 flights per year and includes the business of premier carriers such as Lufthansa and Cathay Pacific. Swissport will now operate as one of three ground handlers at the airport. According to JW Kim, CEO, Swissport Korea, the challenge now is to offer carriers outstanding service reliability at all Swissport destinations. “International airlines are keen to see ground handling partners extend their services to as many of their destinations as possible,” he says. “We offer a single focused entity, with one clear voice and commitment to provide the best quality of service.” The acquisition also makes sound business sense for the Swissport Group as it looks to further develop its presence in rapidly developing Asian markets. Dr. Ludwig Bertsch CONTACT JB Lee, General Manager Swissport Korea Ltd. 2068 Passenger Terminal Incheon International Airport 2851 Woonseo-dong, Jung-gu Incheon, 400-340 Korea Phone: +82 32 743 25 33 Fax: +82 32 743 25 21 [email protected] The Swissport customer journal ■ July 2005 – Swissreporter 3 FRAME AGREEMENTS Deepening the relationship Swissport has intensified its collaboration with Swiss WorldCargo following the signing of a global partnership agreement that extends the relationship to 25 stations and 200,000 tonnes of cargo per year. Dr Ludwig Bertsch and Oliver Evans The new five-year agreement between Swissport and Swiss WorldCargo is a hugely important step for both organisations. It also offers clear evidence of the direction in which collaborations between airlines and their ground handlers are now developing. It is a trend that sees local agreements being replaced by closer and more extensive partnerships and longer-term contractual models. In this respect, the new global frame agreement between Swissport and Swiss WorldCargo sets a further benchmark for the rapidly evolving aviation sector. And it is an accord that is expected to extend to additional Swiss WorldCargo destinations at a later stage. What are the key success factors for obtaining a perfect ground handling service? Clear definition of quality standards – and strict, reliable adherence to them – plus lean production and cost efficiency. Also, striving to surprise the airline and its customer with excellence of service as loyalty and future support depend on each and every shipment. Why did you select Swissport as your preferred partner on the ground? There are many reasons: Swissport’s global and growing network; the use of global systems and standards; strong global ties and centralised “Purchasing is becoming much more professional and sophisticated in all industries.” Oliver Evans Swissreporter spoke with Oliver Evans, Chief Cargo Officer at Swiss WorldCargo, to learn more. Swissreporter: What is the most challenging task currently facing Swiss WorldCargo? Oliver Evans: Swiss WorldCargo (SWC) currently enjoys load factors close to 90% and yields that are the envy of our competitors. Our challenge is to improve results further against the background of a difficult economic environment. We can only do this through close cooperation between sales, revenue management, product development and all suppliers, including ground handlers. 4 Swissreporter – The Swissport customer journal ■ July 2005 account management; plus good local execution and attention to detail. Our traditional relationship also means that Swissport has a good knowledge of SWC standards and requirements. And then there are the substantial cost and efficiency savings; trans- parency of key drivers and acceptance of benchmarking; commitment to future efficiency gains; plus, of course, a mutual respect and understanding. Is this new purchasing model just an isolated event, or does it represent the future for the industry? Purchasing is becoming much more professional and sophisticated in all industries. This may be one of the first examples of this type of agreement in our industry, but its advantages are obvious and others will undoubtedly follow. Could you also imagine moving one step further by outsourcing or subcontracting certain services? SWC has already outsourced many functions and is today essentially a sales and marketing organisation. Sales is very much a core competence and we envisage keeping this in our own hands to maintain our competitive edge. However, we have been and remain open to any suggestions for further improvement of our business results. Stephan Beerli [email protected] ABOUT SWISS WORLDCARGO ■ ■ ■ Swiss WorldCargo is the cargo division of Swiss International Air Lines The carrier’s global network covers 150 destinations in more than 80 countries Swiss WorldCargo’s range of airfreight products and services creates added value for customers and contributes significantly to the carrier’s bottom line. FRAME AGREEMENTS Air France joins the club Following the extended collaboration with Swiss WorldCargo, Swissport has also concluded a four-year ground handling agreement with Air France. Initially, the deal covers 11 airports, but will be extended to further destinations in the future. And so the trend continues. Following hard on the heels of the arrangement with Swiss WorldCargo – not to mention earlier collaborations with SWISS and KLM signed in 2004 – Swissport has also announced a new global frame agreement with another industry heavyweight: Air France. Swissport has successfully created closer ties with an important customer while also enhancing its productivity at various airports and the prospect of securing long-term revenue flows. But why has Air France gone down this route? Swissreporter put the same questions to the airline’s Head of Purchasing, Denis Hasdenteufel. Swissreporter: What is the most challenging task currently facing Air France? First of all, the exact evaluation of the needs is fundamental. Further on, we focus more on the targets and results to be achieved and less on how the provider is doing it technically. It is important for us that a provider meets our expectations and quality standards and does so in an innovative way, for instance through the development of e-services. We must never forget that the passenger partner in the global ground handling business – and one with good future perspectives. Is this new purchasing model just an isolated event, or does it represent the future for the industry? It is a new approach, but certainly not the only successful one. We already have such collaboration models in “It is important for us that a provider meets our expectations… and does so in an innovative way.“ Denis Hasdenteufel has the final say and expects a certain consistency globally. This is why we believe that a global company has an advantage here. Another key success factor is the implementation of short and/or medium-term contracts as it allows the provider to plan investments over a certain period of time. Why did you select Swissport as your preferred partner on the ground? Denis Hasdenteufel: One of the most important tasks in the ground handling business is to align our efforts with that of KLM, including selecting the same providers with the same SLAs and pricing conditions. The new global frame agreement means that Swissport has become a preferred partner, but not the only one. This agreement has been made possible by the joint and common efforts with KLM and the positive experience that KLM has already had with Swissport. What are the key success factors for obtaining a perfect ground handling service? It is also a good opportunity to make use of an international network with a stable, well-known and reliable place elsewhere, but it is difficult to sign such an agreement with more than two players at the same time. In future, perhaps members of an alliance group will come closer together by selecting one preferred ground handling partner, but in this context one thing is for sure: we would still need more competition at certain airports and more partnerships on a global level. Denis Hasdenteufel France, I’m thinking about ticketing, plus station and lounge management. In this domain, we still can learn and realise a lot with our partner KLM. But insourcing also remains a possibility in our industry. We can only think about outsourcing and other forms of subcontracting if we can really count on the standards and quality of a ground handler in line with our overall image and reputation. I believe that Swissport is able, and has the capacity and structure, to tackle such demanding requirements. Stephan Beerli [email protected] Could you also imagine moving one step further by outsourcing or subcontracting certain services? Certain services can be subcontracted or outsourced. In the case of Air ABOUT AIR FRANCE ■ ■ ■ Air France is a subsidiary of the Air France-KLM Group – the world’s leading airline group by turnover Air France’s fleet of more than 370 aircraft operates 1,800 flights per day to 200 destinations in 88 countries Air France is a founder member of the SkyTeam Alliance. The Swissport customer journal ■ July 2005 – Swissreporter 5 NETWORK Greek treat for Swissport Swissport now has a presence at the top five airports in Greece following a successful bid in an international tender by franchise partner Swissport Hellas Sud for new handling licences on the islands of Rhodes and Corfu. Historically, the provision of ground handling services at all Greek island airports – Heraklion in Crete excepted – has been the sole preserve of the national carrier, Olympic Airways. However, scheduled and charter carriers alike have been highly critical of such a handling monopoly. In particular, they have long complained about charges that are among the most expensive in Europe, but with service standards that fall way short of expectations. There have been talks about opening up the handling market on the islands for several years, but with no end result. That is, until recently. In April, the Greek Civil Aviation Authority announced that Swissport Hellas Sud had been successful in its “These two important island airports will give us an even stronger presence in Greece,” comments Ioannis Grylos, Vice Chairman of the Board, “These two important island airports will give us an even stronger presence in Greece.” Ioannis Grylos bid for full ground handling licences at the airports of Rhodes and Corfu – two of the most beautiful and popular Greek islands for tourism. The announcement is not only a major breakthrough for Swissport, but also for the wider ground handling industry. The addition of handling operations at Rhodes and Corfu join Swissport’s existing stations at Athens, Thessaloniki and Heraklion – between them the top five airports in the country. Swissport Hellas Sud. “It should help us further increase our share of the Greek ground handling market.” But what kind of airports are the new additions? Both are dominated by tourism related travel. Rhodes Airport is served by 70 airlines and handles more than three million passengers and 30,000 flights per year. Corfu, meanwhile, sees service from 60 airlines, which account for 13,000 flights per year and around two million passengers. Both operations commenced in midMay, including executive aviation handling services. As such, the last few weeks have been a whirlwind of preparatory work, including staff recruitment and training and equipment order and delivery. In addition, close contacts have been established with key charter carriers to ensure that a variety of handling agreements are concluded in good time for the busy summer season. Some of the clients that will be served on the two islands this summer include Thomas Cook (UK and Belgium), Condor, LTU, Eurocypria and Viking. These airlines join a long list of prestigious charter and scheduled carriers that already recognise Swissport’s quality and reliability in the Greek market. And the omens for 2005 traffic are good, with an estimated 30,000 flights plus for Rhodes and more than 15,000 flights expected for Corfu. This translates to more than 5.2 million passengers across the two islands – a minimum growth of 15%. Although these figures are healthy, a recent statement by the Greek Tourism Development Minister, Dimitris Avramopoulos, suggests that 2005 will be a year of stabilisation and rebound for Greek tourism. As such, even more sizeable improvement is expected for 2006 and 2007 when the results of the current policy and promotion campaign become tangible. For instance, Greece has invested more than €60 million in its overseas tourism promotion during the last 12 months. The Swissport family welcomes its new members and celebrates this piece of genuine ground handling history. Everything is now in place for a successful and exciting startup at both Rhodes and Corfu – two island airports where Swissport is committed to carrying on the good work and strong reputation already forged elsewhere in Greece. Georges Peter CONTACT Corfu (left) and Rhodes are two of the most popular Greek islands for tourism (photos: ANA / GNTO) 6 Swissreporter – The Swissport customer journal ■ July 2005 Georges Peter General Manager, Swissport Hellas Sud Phone +30 281 0336 970 Mobile +30 694 7949 269 [email protected] TECHNOLOGY CargoSpot roll out begins Swissport has begun the roll out of a new software platform for automating its worldwide cargo handling activities. This implementation is one of the most important steps for Swissport Cargo Services as it seeks to optimise operations and further improve quality and customer service. The decision by Swissport to implement a new, off-the-shelf software platform for cargo handling operations was not taken lightly. It is a thought process that dates back to summer 2003 when it was first felt that Cascade, the existing in-house developed system, was no longer sufficient to meet the sophisticated demands of a growing customer base. Although Cascade had served Swissport well over the years, all agreed it was time to adapt to new technologies rather than persevere with an older system. Following evaluation of several different solutions by an expert technical and operational user group, it was decided that the CargoSpot handling application – a proven product developed by Zürich-based Softair – was the best fit for today’s cargo handling environment. The Swissport evaluation team were impressed by the functional breadth of the overall suite of CargoSpot products, which cover the full range of air cargo automation processes. They also recognised CargoSpot as a powerful tool for supporting seamless collaboration with different busi- Carpospot Connectivity Ways of connecting to the central database Swissport Server Farm Cargospot Server Swissport CH EDS Swissport InfraNet SITA IPVPN Station LAN Internet Station LAN Station LAN SITA Router, managed SITA Line, managed IPSEC VPN Internet connection Station LAN QoS = SLA = LAN = VPN = Quality of Service Service Level Agreement Local Area Network Virtual Private Network SITA managed, full QoS SLAs 3rd Party povisioning, no QoS SLAs ness partners throughout the supply chain. Now, after all the evaluation and planning, the implementation phase has begun. Fittingly, the first station to use Cascade back in May 1998 – Montréal Trudeau – is the pilot station for CargoSpot. The station has been using the software since mid-April, ably supported by a central support team that will offer all stations on- or off-site support as the roll out continues across Swissport’s global network. The complete roll out should be finished in July 2006. The Montréal experience has been extremely positive and customers have been content with the switch to CargoSpot. However, such success would not have been possible without the good work and strong motivation of Luciano Esposito, Station Manager, Mike Schiavone, Supervisor and the excellent staff at Montréal. capabilities prior to implementation. And there is more to come. Other important functionalities will be added over the next few months, including: ■ ■ W H A T O T H E R S S AY The pilot station “We are honoured that our station was selected as the first to implement CargoSpot in North America. I am confident that CargoSpot will be a great operating tool for all our staff and customers. We look forward to setting the stage for this new system and offer support to other stations requiring assistance with their implementation.” Luciano Esposito, Station Manager, Montréal Trudeau International Airport The regional head “Implementation of this system for the global cargo community is enhanced by having a support group in Europe, Africa and the Americas 24/7. Customer and handler needs will be addressed in the timely fashion demanded by today’s cargo community.” Tom Edge, Cargo Operations, Manager Americas The customer “The full Cargo 2000 compliance of CargoSpot, as well as the timely way Swissport has informed KLM Cargo on the status of shipments, is crucial to our relationship with clients. The implementation of CargoSpot will enable us to work together to improve handling quality for KLM Cargo and our clients.” Willem van Roozendaal, Key Account Manager, KLM Cargo Customer benefits But how exactly will CargoSpot benefit Swissport customers? First, as a central database rather than a localised system, CargoSpot ensures that all data is available in one place. This ensures instant global shipment visibility, access to customised reports and automated SLA monitoring. Maintenance is simple, support is highly efficient and the flexibility of the system means it can be quickly adapted to customer-specific requirements. CargoSpot is also fully Cargo 2000-compliant and offers wideranging message support capabilities. ■ ■ ■ Handheld terminal technology and bar coding – to improve internal efficiency at all stations and the quality offered to customers, especially relating to Cargo 2000 requirements; Monitoring tool – to monitor every flight and shipment, with prealerts. The monitoring will be performed using the individual SLAs agreed with customers; Various Customs interfaces; Link to Swissport’s tracking and tracing system, FreightFinder; and Central/regional invoicing. And as the roll out now begins in earnest, Swissport is convinced that this important tool will set new standards and help us further improve an already close relationship with all customers. Paul Marsman CONTACT And while it was obvious during the evaluation stage that CargoSpot covered all the functionality needed to serve customers, Swissport has nonetheless worked on additional Paul Marsman, IT Manager Cargo Systems & Services Phone: + 31 20 3163 720 [email protected] The Swissport customer journal ■ July 2005 – Swissreporter 7 I N N O VAT I O N Empowering the passenger The air transport industry is using new technology to allow passengers greater control of the airport experience. But how far advanced are these efforts and what can passengers expect from the airport journey of the future? Be it for reasons of reducing cost, providing better service, or just market competition, the air transport industry is making a concerted effort to improve the passenger experience. Technology is being used to not only automate many common airport processes, but also hand over greater control to passengers themselves. “The whole industry is looking to speed up the process,” says Bart Vos, Senior VP, Distribution and E-commerce, KLM. IATA is also generating significant momentum through its Simplifying Passenger Travel initiative (see pages 10 – 11). This initiative, which seeks to utilise technology to streamline a passenger’s total journey, comprises four core projects: ■ ■ ■ ■ Greater use of e-ticketing, with the elimination of paper ticketing altogether by the end of 2007; New barcode technology for boarding cards (instead of magnetic strips that rely on traditional paper tickets); Global platform for Common Use Self Service (CUSS) kiosks; and Radio frequency identification (RFID) technology for baggage sorting, tagging and interline management. IATA’s aim is to facilitate the journey of ‘known’ passengers and free up resources to concentrate on so-called ‘unknown’ passengers – so demonstrating that hassle-free travel for bona fide passengers and heightened security can work hand in hand. Catalyst The growth in e-business has been the main catalyst for change. No longer the realm of just low-cost carriers, e-ticketing is now the norm almost industry-wide. This is good news for airlines eager to reduce their costs; IATA estimates that with each paper ticket costing an airline $8 – 9, e-ticketing could save the industry $3 billion each year. Ticketless travel has been widely embraced by the travelling public, while those that have yet to adapt are likely to face extra persuasion to do so. At KLM, for instance, e-ticketing is now standard and passengers are penalised for not using the practice, where available. Since 1 January, passengers wishing to be issued a paper ticket face a surcharge of €30 in the Dutch market and never less than €20 elsewhere. Importantly, the use of e-tickets allows passengers to bypass the check-in line altogether and save time by using airport self-service kiosks to print boarding cards instead. Such kiosks, first pioneered in the US, have been around for many years. However, in the early days they tended to be airline-specific and aimed at frequent flyers. Now, with IATA’s push for a CUSS standard – and an emphasis on collaboration over duplication – carriers recognise the cost benefits of sharing such kiosks and making them available for all passengers. Similarly, airports recognise selfservice kiosks as vital tools for reducing congestion. Vienna International Airport plans for CUSS kiosks to account for 60% of all check-in facilities. Elsewhere, Amsterdam Schiphol has operated such self-service units since December 2004 for a variety of carriers, while KLM operates 40 kiosks for its own operations and those of carriers it handles at the airport. “And this will be expanded,” explains Vos. “The concept sees more than 50% of the check-in area dedicated to selfservice check-in and baggage drop off facilities.” Not surprisingly, such customer service delivery improvements have been seized upon by the major alliance groupings as they look to create a more seamless passenger experience between member carriers. “E-ticket interlining is the most logical progression,” says Vos. The Star Alliance rolled out its first common use self-service unit in June, starting at Paris CDG Terminal One, while interline e-ticketing was launched in December 2004. This is now being implemented across the Star network through the summer, explains spokesman Markus Roediger. Meanwhile, oneworld is the first alliance to complete interline e-ticketing links with all eight of its member carriers. It is now working on a group standard for self-service kiosks, as well as taking an alliance approach to the new two dimensional barcode technology being encouraged by IATA for implementation on boarding cards. 8 Swissreporter – The Swissport customer journal ■ July 2005 Online check-in And online check-in, a natural extension of e-ticketing, has followed as the latest way for passengers to save time and bypass airport queues. Passengers have the option of checking in, printing out a boarding pass and even changing a seat number at home, in the office, or while already on the road. Each boarding pass has a passenger-specific barcode, which and US Airways have begun offering similar services for international flights. Some even provide incentives for utilising these services, including the offer of bonus frequent flyer miles and even seat upgrades. In Europe, KLM began promoting its internet check-in service last year – a service that allows e-ticketed passengers to check-in up to 30 hours “Technology will continue to influence all processes, both at the airport and during the actual sales process.“ Bart Vos, KLM is checked at the gate. Any hold baggage is taken to a designated drop off point. Again, US carriers have led the way, beginning with online services for domestic flights. More recently, carriers such as Continental, Northwest before departure. “This ensures greater efficiency plus allows checkin staff to allocate time to passenger categories that need more attention,” explains Vos. And many others have followed suit. In March 2005, frequent flyers on I N N O VAT I O N Japan Airlines’ international flights were able to check-in online for the first time, while British Airways first launched a similar service from London Heathrow Terminal One late last year. Although it has been used for some baggage applications – and Finnair has used it in a smart card as part of a business travel product for companies – RFID baggage tags remain expensive at around $0.25 each. Finnair, another carrier with a long tradition of innovation, has followed the IATA SPT initiative closely, but has also come up with some of its own ideas. However, IATA argues that the use of such technology for interline baggage management could help reduce handling errors by as much as 15% and save carriers a small fortune in service recovery costs. Online check-in is nothing new to the carrier, having offered the service for flights departing Helsinki Vantaa and Stockholm Arlanda airports since 2001. Finnair’s latest innovation – and one that has been followed by other carriers – is text message check-in for its Finnair Plus passengers. The service enables frequent flyers travelling with hand luggage to receive and confirm seat and gate information on their mobile phones and travel direct to the departure gate. “User levels are already the same as for online check-in,” reports Tuija Makkonen, System Development Manager, Finnair. “Customers have adopted this new service as the easiest and most convenient way of checking in whenever it is possible.” all photos: Finnair Most agree that what is needed is for tag prices to fall to between five and 10 cents each – something that could be achieved if a standard RFID is created and tags produced in bulk. What is clear is that although the industry has already come a long way, it has taken only the first few steps down a road that promises to be as long as it is exciting – with passengers the ultimate winners. Richard Rowe But what of the future? One thing for sure, believes Vos, is that technology will continue to influence all processes, both at the airport and during the actual sales process. “Passengers already have more information in terms of price transparency and availability than ever before,” he says. Back at the airport, the time will surely come for RFID technology. F O R Y O U R E Y E S O N LY In this age of heightened security, the use of biometrics – technology that measures personal physical characteristics – looks set to play a leading role not just in passenger processing, but also in access control and identity authentication. And the industry has already seen several examples that are either fully operational, or currently being tested: ■ ■ ■ ■ ■ Passengers are expected to benefit greatly from a variety of industry-wide measures. Privium programme, Amsterdam Schiphol – an exclusive membership for frequent flyers that includes the use of iris recognition to automate and speed up border passage; IRIS Project, London Heathrow – a new scheme that invites frequent travellers with non-EU passports to have their iris patterns photographed and stored on a database. Passengers then use dedicated checkpoints to scan their eyes for speedy re-entry to the UK; Registered Traveler Project, US – a pilot scheme from the Transportation Security Administration that allows frequent flyers to use fingerprint and iris recognition to avoid secondary screening at their home airports; Fully Automated Seamless Travel (FAST), Singapore Changi – a trial in 2004 of immigration kiosks that read fingerprints and facial features and also double as automated check-in counters; and Nexus Air Program, Vancouver – a 17-month trial of a new fast lane that grants pre-approved travellers swift entry to the US using iris recognition technology. The Swissport customer journal ■ July 2005 – Swissreporter 9 I N N O VAT I O N Self-service comes of age Swissport International and SITA have signed an agreement that will set new standards for the development and marketing of Self-Service Devices across the airport industry. This important new technology will be of great benefit to all parties involved. For some time now the airline industry has spoken about the concept, and importance, of Simplified Passenger Travel (SPT). Recognising this trend, Swissport has decided to involve itself in the SPT development process by signing an agreement with air transport technology company SITA. Together, the two partners plan to embark on setting new standards for the development and marketing of Self-Service Devices (SSD) for the whole airport service industry. The first visible results of this cooperation – Swissport’s e-services concept and the prototype of a high-tech check-in device – was presented at the International Ground Handling Conference in Bangkok in mid-May. The new application is called CUSS, or Common Use Self Service System. SITA is the ideal partner, believes Bruno Riesen, Chief Information Officer at Swissport. SITA not only already plays a leading role in the airline industry, but has also developed a translation device known as a Common Language Facility (CLF). This is already used widely by a variety of airlines for traditional checkin. CLF guarantees that staff can work on different check-in systems while using the same Graphical User Interface. “CLF opens the doors to self-service check-in via the Internet, as well as CUSS to airlines that do not have their own CUSS application,” explains Riesen. Technology companies in the past have concentrated more on developing individual systems for airlines, but CUSS now offers the first global common check-in platform. In addition, CUSS offers new opportunities for smaller airlines that were previously unable to afford their own SSDs or software, adds Michael Kilch- Meanwhile, and in the case of traditional check-in, the airport charges the airline for the time during which an employee is logged onto a computer, or for the number of passengers checked. This means that CUSS also saves on infrastructure costs. herr, Commercial Project Manager CUSS at Swissport. Another novelty is that CUSS means that Advanced Passenger Information can now be read automatically by a passport reader. This is an important step within the context of SPT as well as in light of the increasing use of biometric data. As such, CUSS contributes greatly towards the avoidance of fines paid for passengers who do not have the correct travel documents. Perfect tool Such advantages confirm CUSS as the perfect tool for all parties involved in the check-in process. Airlines benefit from cost savings, primarily because they no longer have to buy their own self-service kiosks. The CUSS hardware is, in most cases, bought by the airports – at a cost of CHF 30,000 (US$ 25,000) – and rented to airlines or handling agents. And since the kiosks are available to various airlines, the carriers can also share the rental charges. And then there are the time savings. Tests indicate that the use of CUSS for a common check-in process can take as little as 90 seconds – effectively halving the usual three minutes taken for a traditional check-in procedure. “The new application is, however, not limited to just printing the boarding pass,” explains Kilchherr. “Passengers can check themselves and their baggage in from home or at a CUSS device. The bag tag is printed C U S S : PA S S E N G E R B E N E F I T S CUSS: CUSTOMER BENEFITS ■ ■ ■ ■ ■ ■ Accessible options for check-in Greater control of check-in process More enjoyable airport experience. 10 Swissreporter – The Swissport customer journal ■ July 2005 Significant cost and time savings Greater automation of processes Improved flow of passengers. I N N O VAT I O N S I M P L I F Y I N G PA S S E N G E R T R AV E L CUSS capable Airline Check-in Host (e. g. KLM Codeco) DCS Check-in Host or not CUSS capable Host PassengerHandler Translator Programm for 23 Airline Systems Airline CUSS Application (e. g. KLM Codeco) Swissport CUSS Application CUSS Kiosk Airline SITA Swissport/ Airline Airport The overall aim of the Simplifying Passenger Travel (SPT) programme is to improve the travel experience by replacing repetitive checks of passengers and their documents with a streamlined system. This system will collect the information once and then share it electronically with subsequent service providers. It will also more positively identify the passenger using biometrics and enhance security with real-time checks of government databases. SPT provides a unique win-win situation to improve facilitation and security while enhancing the passenger’s air travel experience. at specific drop-off points, where passengers can then also hand in their baggage.” In this way, passengers benefit from greater control over the check-in process, while airports gain valuable space from the sharing of kiosks by different airlines. For its part, Swissport plans to use the new CUSS in Zürich as of summer 2005 and is also evaluating other stations. Swissport is currently the only ground handling member of the IATA Working Groups SPT and CUSS Management Group. Andrea Seehafer Current situation Already today, a lot of passengers do not go to the staffed check-in counter, instead choosing to print their boarding passes at the existing selfservice kiosks. For instance, almost 20% of passengers now check in at the SSD kiosks installed at Zürich Airport. The new SSD, however, promises a potential of up to 50%. Already, the new generation of SSD kiosks available at Amsterdam Schiphol is used by 60% of all passengers (be it an SSD or Internet check-in tool). Other self-service check-in pioneers include the airports of Las Vegas, Montreal, Toronto, Vancouver and Vienna. The SPT programme has built a unique multi-sector membership that is working towards the common goal of simplified and secure passenger processing. The programme facilitates interaction amongst diverse stakeholders to meet, discuss and exchange specialised knowledge and benefit from lessons learned. The SPT programme involves 14 board members and the SPT Interest Group (SPTIG). There are currently 71 SPTIG members with representatives from airports, airlines, ground handlers, customs & immigration authorities and technology suppliers. Membership is open to parties with expertise, resources and interest to help move the programme forward. The SPTIG has undertaken detailed analysis to achieve the SPT Vision. Process papers have been developed describing the existing process areas of pre-travel, check-in & boarding, security and border control, the opportunities available to improve these processes and the challenges that are faced. CONTACT Michael Kilchherr Commercial Project Manager CUSS Phone +41 43 812 77 64 Fax +41 43 321 28 74 [email protected] In the current phase, the Interest Group is developing an Ideal Process Flow based on international aviation standards that will enhance the travel experience while maintaining security. As a result of the process papers and Ideal Process Flows, the SPTIG are also exploring possible trials that would encompass the entire ideal process and test it for feasibility, practicality and interoperability, which is key to the fulfilment of the SPT vision. For more information, visit www.simplifying-travel.org or contact SPT at [email protected] Gupta Arundhati The Swissport customer journal ■ July 2005 – Swissreporter 11 NETWORK Africa continues to attract Swissport has increased its presence in Africa by establishing a joint venture in Algeria and a franchise agreement in Sudan. Both will tie in with existing operations in the south, west and east of this vast continent. Perhaps one of the highlights from a flurry of Swissport developments in early 2005 was the announcement of entry into the two largest countries in Africa: Sudan and Algeria. In Sudan, Swissport has concluded a franchise agreement with Khartoum-based MASS Aviation Support. An experienced local operator, MASS has provided ground handling services at Khartoum for 10 years. Starting in May, MASS began offering ground services under the Swissport name for seven airlines and a total of two million passengers per year. head up the operation. “Three years ago there was only Air Algerie at the airport, but now it is served by 11 foreign carriers. And four more are There is also an opportunity in the medium term to expand to all of the country’s main international airports, adds Badan. “We need to see a country, population and airport with potential for international traffic.” Dr Ludwig Bertsch ready to start scheduled operations into the airport by the end of 2005, or beginning 2006.” The timing is also good from an infrastructure point of view. Swissport Algerie will become a firm fixture at the air- port in time for the opening of a new terminal in 2006, which will increase capacity to six million passengers. “The airport authority is providing a modern tool that will enable Swissport Algerie to give customers a Swissport group-standard service,” explains Badan. Swissport’s cause at these two new stations will undoubtedly be helped by its presence elsewhere in Africa. This includes South Africa, where Swissport works with a local partner, as well as Tanzania through its shareholding in Dahaco. Swissport also has a presence in Kenya. Meanwhile, the acquisition of Protectas Aviation Security – now Checkport – in 2004 means that Swissport also has minor shareholdings in several countries such as Nigeria and Cameroon. “We have been watching the wider African market for some time, but there has been either a lack of critical mass or political difficulties,” reveals Dr Ludwig Bertsch, EVP Asia, Middle East, Africa and Cargo. “However, the situation is now changing and several countries are beginning to show promise. The arrangement is part of Swissport’s market-specific strategy to combine its expertise and global connections with the regional needs of an experienced local operator. Meanwhile, in Algeria, Swissport has formed a joint venture with the Arcofina Group, a privately owned Algerian holding company active in several service sectors. “From our perspective, we need to see a country, population and airport with potential for international traffic.” The new venture, known as Swissport Algerie, will begin full service handling operations at Algiers by end of 2005. This is not only Swissport’s first station in North Africa, but also the first time that a foreign ground service company has been granted an operating licence. Swissport has a substantial shareholding in the new venture. Although not yet a familiar name to many domestic carriers in Africa, Swissport is nonetheless extremely well known to the international carriers serving these African destinations. After a lull, the signs are that many international carriers are once again building up their services to the continent – an extremely promising development for Swissport and its exciting new ventures in Africa. Algiers is an airport very much on the up. Today, it handles four million passengers, 20,000 tonnes of air cargo and 45,000 aircraft movements per year. Algeria is now much more stable politically and the economy is posting good figures: with 6% growth in GDP last year and inflation at less than 3%, rapid market development is anticipated. Richard Rowe “There is big potential here,” believes Claude Badan, an experienced Swissport executive who will SWISSPORT IN AFRICA ■ ■ ■ Serving approximately 30 airlines Present at 14 airports in eight countries More than 1,500 employees. CONTACT Algiers (top) and Khartoum will be important components in Swissport’s wider African network. 12 Swissreporter – The Swissport customer journal ■ July 2005 For Algier and Khartoum Claude Badan [email protected] MARKETING Customers speak much louder than words Global players need global partners. A perfect match. Swissport Cargo Services is a professional partner who has created perceptible operational and cost benefits for us. The SCS team’s innovative spirit and ability to handle all cargo matters, including ULD management, has enabled us to focus on our core business. And because of its global presence, we know that SCS will be right on our side as we expand. Stan Wraight, Vice President Scheduled Cargo Operations, Volga Dnepr Group In Unitpool, we have found a partner in whom we can trust, and whose services have created tangible operational cost benefits for our company. The Unitpool team's professional approach and extensive ULD control know-how has enabled us to focus our attention on our core business, with the confidence that our ULD requirements are being attended to by experts. Guy Hardy, Cargo Sales Manager, SN Brussels Airlines, Brussels, Belgium At more than 80 stations around the world, we currently handle about 3 million metric tons of cargo per year for over 290 customers. Our major ambition is to continually introduce new services, new products, and new destinations to enhance Swissport Cargo Services’ appeal and our ability to provide superb support for customers like Stan Wraight. Dr. Ludwig Bertsch, EVP & Head Global Cargo, Swissport International Ltd., Zürich Unitpool currently serves 28 airlines at over 200 stations and 37 global repair centers with a fleet of 18,000+ ULDs. In only 3 years, we have positioned Unitpool as global leader in the ULD control and pooling business. With top-tier supply, repair, tracking, and ULD control services, it is our aim to fully meet and exceed the expectations of customers like SN Brussels Airlines. Philip Hill, CEO Unitpool, Zürich-Kloten, Switzerland Swissport International Ltd. Ground Handling Services, Cargo Services, Maintenance Services, Fueling Services, Executive Aviation Services, Security Services, ULD Services Swissport International Ltd. Ground Handling Services, Cargo Services, Maintenance Services, Fueling Services, Executive Aviation Services, Security Services, ULD Services www.swissport.com Ground handling is about more than just turnaround rates, lean processes and state-of-the-art equipment. Good ground handling is also about responsibility, trust and a strong personal commitment. To highlight these key aspects of any ground services partnership, Swissport has put the focus squarely on its airline customers for its 2005 advertising campaign. It is not the high loaders, the pushback tractors, or the check-in desks that Swissport is using to promote its services in its latest ad campaign; it is the people those services are provided for. www.unitpool.com ments that reflected the daily reality of the collaborations concerned. these can offer to its various business partners. The new approach should help Swissport become even more personal, individual and customer-focused in The new ad campaign was launched in May in various trade magazines. The new approach should help Swissport become even more personal, individual and customer-focused in the services that it provides. In a first for the ground service sector, Swissport is turning to testimonials – statements by various industry individuals on their experience of working with the world’s leading ground handling group. In devising the new campaign, Swissport attached top importance to obtaining genuine customer com- the services that it provides. It should also help achieve a clearer and more separate positioning of its various business lines. Swissport would like to take this opportunity to thank the airlines and the individuals who agreed to take part. Swissport appreciates these open and honest customer communications, and sees them as both a motive and incentive to continue to cultivate such close client partnerships in the months and years ahead. Stephan Beerli [email protected] At the same time, the consistency of the concept should underline the worldwide reach of the Swissport Group, the interconnections of its various service lines and the value The Swissport customer journal ■ July 2005 – Swissreporter 13 NETWORK Swissport Executive Aviation Checkport (.) = Number of airports served Glasgow Newcastle Denver San Diego Rockford New York (5) Philadelphia France Lille Lyon Mulhouse Nantes Nice Paris (2) Rouen Strasbourg Toulouse Birmingham London (4) New Orleans Orlando (2) Harlingen Guadalajara Some of the more than 650 customers served by Swissport International around the world Aer Lingus Aeroflot Russian Airlines Aerolineas Argentinas Aeromexico Aeromexpress Aigle Azur Air Canada Air China Air Europa Air France Air India Air Jamaica Air Malta Air Mauritius Air Mediterranee Air New Zeeland Air Nostrum Air Pacific Air Tanzania Air Transat AirTran Airways Alaska Airlines Alitalia All Nippon Airwys Aloha Airlines America West American Airlines American Trans Air Asiana Airlines Austrian Airlines Aviacsa Avianca Axis Airways BAX Global Belair Airlines AG Biman Bangladesh Blue Line British Airways British Midland BWIA Cargolux Airlines International Cathay Pacific Airways China Airlines China Cargo Airlines China Eastern Airlines China Southern Airlines Congo Airlines Continental Airlines Croatia Airlines CSA – Czech Airlines Cyprus Airways Delta Air Lines Eagle Global Logistics Eastern Airways UK Ltd EasyJet EAT-European Air Transport Egyptair EL AL Israel Airlines Emery Worldwide Airlines Emirates Ethiopian Airlines EVA Airways Fedex Express Finnair First Choice Airways Fort Myers Fuel Commitee Germania Germanwings Ghana Airways GOL Transportes Aereos Hapag Lloyd Hellas Jet Iberia Icelandair Japan Airlines JAT Airways Kenya Airways KLM – Royal Dutch Airlines Korean Air Kuwait Airways LTU LACSA Lasfuel Corporation LOT - Polish Airlines Lufthansa Luxair Malaysia Airlines Malev Hungarian Airlines Martinair MEA – Middle East Airlines Meridiana Mesa Airlines Mexicana Monarch Airlines Nippon Cargo Airlines North American Airlines Northwest Airlines Nouvelair Tunisie Oakland Fuel Facilities Olympic Airlines Omni Air International Onur Air Orlando Sanford International Pace Airlines Pegasus Philippine Airlines PIA – Pakistan International Airlines Polar Air Cargo Qantas Airways Qatar Airways Royal Air Maroc Royal Jordanian Ryanair SAS – Scandinavian Airlines Saudi Arabian Airlines Singapore Airlines Skymaster Air Lines SN Brussels Airlines South African Airways Southwest Airlines SriLankan Airlines Styrian Airways Swiss International Air Lines Swiss WorldCargo TACA TAP Air Portugal Thai Airways International Thomas Cook Airlines Tunis Air Turkish Airlines United Airlines United Parcel Services Varig Virgin Atlantic Airways Virgin Express Volare Airlines World Airways World Fuel Service Ltd 14 Swissreporter – The Swissport customer journal ■ July 2005 Rio de Janeiro (2) São Paulo (3) Cordoba Salto Rosario Florianopolis Mendosa Porto Alegre San Fernando Punta del Este Buenos Aires (2) Montevideo KEY FIGU Number of Number of Annual rev Aircraft han Ushuaia tonnes hand Passengers 174 stations NETWORK Latest contracts signed Amsterdam Anchorage Atlanta Barcelona Basel/Mulhouse Berlin Schonefeld Berlin Tegel Germany Berlin (2) Cologne Dresden Dusseldorf Frankfurt Hamburg Hanover Munich Nuremberg Stuttgart Belgium Antwerp Brussels Liege Amsterdam Warsaw Luxembourg Budapest Milan (2) Samsun Rome Erzerum Corfu Nevsehir Gaziantep Algier Rhodes Khartoum Abuja Lagos Malabo Kayseri Port Harcourt Yaounde Douala URES FOR 2005 SWISSPORT customers over 650 employees over 21,000 venue (in 2004) USD 1,136,000 ndled per year 2,000,000 dled 3,200,000 handled per year Asiana Cathay Pacific, Miami Air, Tradewinds, Dragonair, Air Canada KLM Finnair, Pegasus Austrian, Catran, Cimber Air, Corsair, Eurocypria, Iberia, JAT, easyJet Basiq Air, Iberworld, Onur Air, Aer Lingus Aeroflot, CSA, Flynordic, Iberworld, Luxair, Martinair, Onur Air, Qantas, Swiss, Volga Birmingham (UK) Aeroflot, Alitalia, BrtishJet, My Travel, Swiss Boston Virgin Bremen Aeroflot, Martinair, Qantas Brussels Air India, Sunair Buenos Aires Ezeiza Air Madrid, GOL, Mexicana Buenos Aires Jorge Newberry UAir Cancun Primaris, Transmeridian, United Airlines Cape Town Qatar Cologne Aeroflot, CSA, Qantas Dortmund Aeroflot, Martinair, Qantas, Volga Dresden Aeroflot, Catran, Martinair, Qantas, Volga Dusseldorf Aeroflot, Aer Lingus, CSA, Qantas, Volga, Air France, Iberia, KLM Fortaleza Golden Jet, Martinair Frankfurt Aeroflot, CSA, Eurocypria, Malev, Volga, TAP Geneva Maersk Air, Malmö Aviation, Sunexpress, Twinjet, Virgin Express Hamburg Aeroflot, Aer Lingus, British Airways, Catran, Qantas, Swiss, Air France, easyJet Hanover CSA Honolulu JAL Johannesburg Qantas, Qatar Las Vegas ASA, BMI, Idependence, Frontier Leipzig Aeroflot, Martinair, Qantas, Volga Liege Africa West, Sunair London Gatwick BritishJet, First Choise, Jet2, Turkish Airlines London Heathrow Austrian, Kuzu London Stansted Germanwings, Malev, Pegasus, Tian, Transavia Los Angeles JAL, Lan Chile, Mexicana, Qantas, Air France Lyon RAF Madrid Finnair, Pegasus Manaus Brazil Manchester Alitalia, Austrian, BritishJet, Kuzu, Monarch, Turkish Miami Alitalia, Finnair, Iberia, Lufthansa, Mexicana, EL AL, Virgin Montevideo Aerolineas, United Montreal Dorval Delta Air Lines, Swiss, United Munich Aeroflot, CSA, Flynordic, Qantas, Volga Seoul Newcastle Lufthansa, SAS, Wideroe New York LaGuardia JetsGo New York JFK Cathay Pacific, Israir, Jet Blue, LTU, Malev, TACA, Thai, Turkish Airlines, Virgin Atlantic, Lufthansa Nuremberg Aeroflot, British Airways, Martinair, Singapore, US Airways Oakland Mexicana Orlando KLM Paris CDG ASA, Catran, Finnair, Ivoire Airways, Niki, Vietnam, easyJet Phoenix ATA, Jet Blue Reno ASA, Horizon Airlines San Francisco Air France, Cathay Pacific, Eva Air, Icelandair, KLM, Mexicana, Singapore, Tradewinds San Jose Mexicana Seattle SAS, Korean Singapore Swiss Stuttgart Aeroflot, British Airways, Martinair, Qantas, Volga Toronto Delta Air Lines Vienna Finnair Washington Dulles Austrian Airlines, Lufthansa, Transmeridian, SAA, Virgin Zürich Air Med, Atlas Bleu, City Airline AB, Hambrg Int’l, Sunexpress Air France Singapore over 70,000,000 s in 40 countries The Swissport customer journal ■ July 2005 – Swissreporter 15 PRODUCT Maintenance mission By providing a single repository for all asset-related information, Swissport Maintenance Services also gives senior management – for the first time – the ability to view and manage asset performance from a corporate perspective. By managing critical assets more closely, our company improves the uptime of critical revenue-generating assets, reduces the costs of acquiring, maintaining and even disposing of those assets, and, ultimately, increases shareholder value. Equipment maintenance and repair is a mission-critical activity in the transportation industry. Swissport Maintenance Services is improving its own competence in this area through the use of a new asset management solution – one that is helping attract interest from a variety of customers. For the last two years, Swissport Maintenance Services has been striving to optimise the operational performance of the company’s ground support equipment assets and ensure a high level of reliability and availability. Swissport Maintenance Services has identified the increasing need to manage more with a limited budget while still meeting changing maintenance requirements. In all types of organisations within Swissport, the management of transportation assets is a significant challenge. To meet growing demand in the field of asset maintenance, Swissport Maintenance Services has implemented a strategic asset management solution which is called Maximo. This system addresses the multiple asset types we utilise, while providing key information on essential assets. It allows the company to track and manage all assets critical to the performance of the business at optimal performance levels. Questions about extending asset life, increasing uptime and control- ling labour costs, improving warranty recovery and bridging the gap between operations and maintenance have all been major topics of discussion and implementation over the last two years. Maximo was originally installed several years ago in the Swissport maintenance bases at Geneva and Basel. However, it has since been upgraded This marks the first stepping stone towards offering a full range of maintenance products to airlines, ground handlers and other airport companies needing to fulfill commitments to their own clients. Swissport Maintenance Services is now starting to attract third-party customers and was implemented at Zürich in early 2003 as well as in New York later that year. The successful installation in New York subsequently kicked off the North American rollout, which is now in full swing. Today, a total of nine stations worldwide have been fitted with Maximo, with a further five stations lined up for implementation during the remainder of 2005. Maximo will enable Swissport to efficiently track and manage all critical assets. 16 Swissreporter – The Swissport customer journal ■ July 2005 Now that the transformed maintenance bases are being managed more professionally, Swissport Maintenance Services is starting to attract third-party customers – a reflection of our growing competence in the field of GSE maintenance and asset management. What is clear is that Swissport Maintenance Services is expanding its global network of maintenance facilities to better service our own company and the growing needs of the customer. Mark Salathé [email protected] OPERATIONS Preparing for the worst Given that the business activity at all Swissport stations has the potential to be impacted by a crisis, an emergency or accident – of an aircraft or otherwise – all units must be prepared to handle any situation in a professional manner. To assist our units, and to bring consistency, the Operations and Quality department The new guidelines allow Swissport stations to create awareness and prepare themselves in cooperation with customers and airport authorities to handle a potential crisis in the most professional way. The policy allows parties to get organised as fast as possible, to establish clear lines of command, to plan the necessary It is mandatory for all Swissport staff to follow bi-annual awareness training to ensure local crisis procedures are known. has introduced a new Corporate Crisis Management Policy. This corporate document has been approved by Swissport’s top management and is mandatory for all Swissport stations worldwide. Whereas, in the traditional approach, crisis management is concentrated on aircraft incidents and accidents, this document goes further to include events such as crises originating from our own and/or other organisations. With a customer list of more than 600 airlines, and handling 70 million passengers per year, Swissport is more exposed to potential crisis situations than others. It is for this reason that Swissport has developed a new Corporate Crisis Management Policy that will be implemented at all stations worldwide. Being the world’s leading ground services provider is not without its risk. With so many customers, the chance that Swissport will be confronted with an emergency situation is a day-to-day reality. Although air travel is one of the safest modes of transport, and statistics show a decrease in the number of accidents, we do not underestimate the impact of such a catastrophic event. However, we are not just focusing on emergency situations; there are many more events that could be considered a ‘crisis’ and that all require a professional reaction to manage the situation. As such, a crisis is defined as: Such events can range from disruptions due to severe weather conditions, labour strikes, accidents in terminal buildings and airport railway stations to bomb threats to our own or our customers’ property. The risk of such an event is far higher than that of an aircraft being involved in an accident. In case of emergency, and as per the IATA Standard Ground Handling Agreement, Swissport will take all necessary measures to assist its customers. As a handling agent, Swissport plays a crucial role in, at least, the first hours of the crisis and as such will follow the procedures as instructed by its customers and/or airport authorities. And in those cases where the customer has not defined any proce- In case of emergency, Swissport will take all necessary measures to assist its customers. “An unstable condition or situation, as in political, social or economic affairs, involving an impending abrupt or decisive change, one with the distinct possibility of a highly undesirable outcome.” dures, Swissport stations will automatically follow the standard local emergency procedures, which will be defined by each station on the basis of the Corporate Crisis Management policy. resources and to manage the internal and external communication. An important part of the preparation is training. Lack of preparation will necessarily result in an uncoordinated and ineffective crisis response. Although it is understood that there is no unique model of responding to a crisis, the theoretical preparation and training of the staff lays the foundation for a professional crisis response. As such, it is mandatory for all Swissport staff to follow bi-annual awareness training to ensure local crisis procedures are known and that everyone is aware of their responsibilities. Although most of any crises will be managed locally or on a country level, Swissport has also prepared a crisis organisation at its corporate office to assist the stations with all available know how and support. All corporate communication will be managed from this point in close cooperation with Swissport local management and the customer(s) involved. One thing is clear: poor crisis management could have a devastating effect on the reputation of both Swissport and its customer airlines. By defining a Corporate Crisis Management Policy, Swissport is demonstrating the importance of being prepared to take care of our customers’ interest in situations that go way beyond dayto-day business. Dirk Jan de Roo CONTACT Dirk Jan de Roo VP Operations & Quality Mobile: +31 6 516 23 711 [email protected] The Swissport customer journal ■ July 2005 – Swissreporter 17 CARGO INTERVIEW Cargo crusader One of the industry’s most respected executives, Ram Menen, Senior Vice President Cargo at Emirates Airlines, has spearheaded not only his own carrier’s rapid development from its base in Dubai, but also championed the wider role of air cargo in powering world trade. Swissreporter caught up with him recently. Swissreporter: The air cargo industry enjoyed a welcome rebound on most world trade lanes in 2004. What did this mean for Emirates SkyCargo? three A310-300 aircraft in December 2004 for conversion to freighters. These will enter service between summer 2005 and early 2006. Ram Menen: In 2004, Emirates SkyCargo mapped an ambitious strategy combining expansion, innovation and service level enhancements. Our global reach extended further with the launch of bellyhold services to Lagos, Accra, Glasgow, Shanghai, Vienna, New York and Christchurch. We also inaugurated new freighter services to Budapest, Milan, Lahore, Johannesburg and Nairobi. This determined strategy paid off: revenue grew 42% in the six months 1 April to 30 September 2004, while tonnage was up 27% to 401,500 tonnes. Meanwhile, existing freighter services were increased to a number of destinations – including Gothenburg and Hong Kong as part of an alliance with SAS Cargo – while belly- Emirates SkyCargo began services to Hong Kong in August 1994, Shanghai in September 2002 and Dalian in December 2003. We operate five weekly freighter services to Shanghai, Many carriers have targeted the vast Chinese market. What has been your penetration there to date and what can we expect from Emirates in the near future? “India is one of the countries to watch in the next decade.” hold capacity was also increased in Europe, the Middle East, India and Asia Pacific. With the addition of two 747-400Fs, our freighter fleet expanded by onethird to six aircraft. In a move to rationalise payloads and better service short-haul routes, we purchased 18 Swissreporter – The Swissport customer journal ■ July 2005 four using a 747-400F and one with a -200F. In addition, we offer bellyhold services in our daily passenger flights to Shanghai in an A340-300 with a payload capacity of 13 tonnes. Elsewhere, we offer eight weekly freighter services to Hong Kong with a 747-400F and bellyhold capacity in 12 scheduled passenger services. In fact, we now offer in excess of 1,800 tonnes of capacity every week to China. We launched one more frequency to Hong Kong in April plus anticipate bellyhold services to Beijing in February 2006. Some say India will be the ‘next China’, while others suggest the economies are very different. How big an opportunity does India offer the air cargo industry? Consider this: Emirates SkyCargo offers bellyhold services in 43 flights to five cities in India every week and we also offer weekly freighter services to Mumbai, Chennai and Bangalore. We are doing extremely well to and from all our Indian destinations. The country’s rapidly increasing population and disposable incomes, decade of liberalisation and policies to rationalise bureaucracy, create a stable investment environment and lower import tariffs have made it attractive to foreign investors and boosted industrial growth. China’s prowess as a major manufacturing base is well known, but India will develop its own reputation in key sectors. Analysts suggest the arrival of new carriers with vision and capital rather than large home markets could threaten established players. What is your feeling, particularly in light of CARGO INTERVIEW EMIRATES FAST FACTS ■ Emirates SkyCargo now serves 23 destinations worldwide using six freighter aircraft – and more than 75 including bellyhold services ■ The carrier operates extensive road feeder services and in 2004 launched new scheduled trucking services in Milan, Vienna, Lahore and Dalian ■ In the financial year 2003 – 2004, Emirates SkyCargo’s overall revenue grew by 42% to Dhs 2.4 billion (US$ 653 million). delays, expensive distribution, rigidities of fields and action codes and control exercised by multiple airlines and regulatory authorities. But things are changing, and though they may not be as swift or as sweeping as required, alterations are in the air. Emirates SkyCargo, on the other hand, is gearing up for the challenges Although the passenger versions of the A380 aircraft are gigantic, they offer limited bellyhold cargo capacities as the aircraft will carry massive amounts of baggage. Emirates sees its customers’ and its own best interests better served by remaining independent. We see no advantage in being part of a collective group of companies that are branded alliances based more on marketing principles. Emirates SkyCargo prefers the flexibility that it currently enjoys to forge partnerships where these are mutually beneficial and are based on commercial principles. Interview: Richard Rowe The A380 freighter, on the other hand, with a range of 10,400 kilometres, is designed to carry payloads of 150 tonnes (330,000lbs) spread over “Flexibility and speed to market are the key drivers of success.” all photos: Emirates the competition that has arrived at Abu Dhabi? You are partly right. The recently released independent UBS report highlighted the success of Emirates’ strategy and analysed the reasons behind its emergence as a major competitor to the leading European carriers. We are used to competition and welcome it as a driver of market expansion and a creator of new opportunities. We also believe that air cargo is a high growth industry, as is the region we are based in. The more the capacity deployed here, the more room it creates for unconstrained growth. A higher number of players will mean a stronger pull effect for cargo to be routed through this region. Although there might be challenges in the short term, we are here for the long haul, which is looking extremely positive. The air cargo industry is often accused of being slow to innovate, despite the many global initiatives currently underway (e-trading, Cargo 2000 etc). Yes, the air cargo industry is burdened with legacy systems and processes, which act as albatrosses around its neck. Current IT systems, for example, offer few options, suffer from outdated platforms and long of the new business environment in which flexibility and speed to market are the key drivers of success. Our New Generation Cargo System – slated for roll out by end-2005 – will offer customers seamless communication pipelines that accurately capture information at source to serve multi-purpose functions. It will free Emirates SkyCargo from the barrage of paperwork currently required by various authorities, setting the foundation for a truly paperless cargo world. its three decks. The massive freighters will enable Emirates SkyCargo to carry an even bigger range of commodities. A total of 70 pallets – 25 in the upper deck, 32 in the main and 13 in the lower – will find space in the A380Fs, offering a total cargo volume of 1,156 cubic metres. Finally, we hear a lot of talk about cargo airline alliances, although you seem to prefer a more flexible circle of friends. ABOUT RAM MENEN The success of many air cargo products can be determined by what happens on the ground. What is the carrier’s approach to buying handling services? Emirates SkyCargo carefully evaluates cargo handling services and operators on a variety of criteria prior to appointing them and then continually throughout the contract period. We evaluate facilities, value a like-minded customer-centric approach and look for expertise and experience. Contracts are renewed depending on service satisfaction levels and subject to the establishment of strict service level agreements when outsourced. At the Emirates SkyCargo Centre – our hub in Dubai – we self-handle and manage all our own operations. Outline the impact on your cargo business of the A380 aircraft joining your fleet next year and, more significantly, the two A380-800Fs scheduled for 2008. Ram Menen began his aviation career in 1976 at Kuwait Airways. He later moved to British Airways to head its cargo operations in Kuwait. In 1984, he joined the Kuwaiti aviation group Alghanim Al Qutub Shipping Agencies to set up and manage its airfreight forwarding unit in Dubai. Mr Menen has headed the cargo division of Emirates since the inception of the airline in October 1985. Trained as an engineer, he spearheaded the conceptualisation and development of the LD-36 (AMF) type of ULD that increased usable space on each lower deck pallet base by 33%. Mr Menen is one of the founder members of The International Air Cargo Association (TIACA) serving as Vice President in 1993 and 1994, and as President, CEO and Chairman of the Board in 1995 and 1996. He continues to be involved with TIACA as Trustee and member of the Presidents’ Council. Mr Menen is also a member of IATA’s Cargo Committee and its Executive Committee and an advisory group member of GF-X. Mr Menen has long been a champion of the air logistics industry. He is actively involved in the development of various IT initiatives to address the needs of the industry and has helped focus attention on cargo as an integral part of the world trade process. The Swissport customer journal ■ July 2005 – Swissreporter 19 PRODUCT Making cargo count Swissport now holds the third licence for ground and cargo handling at Singapore. Swissport also opened its first station in Eastern Europe – in Budapest – and has set its sights on several other airports in the region. Meanwhile, in Western Europe, Swissport continues its general expansion philosophy having opened a new station in Amsterdam and improved the operational position in Brussels. On the quality side, Swissport continues to implement ISO certification throughout the network, adding to the larger stations certified in 2004. Just as importantly, a more intensive audit programme has been implemented to improve the capability of each station to reach greater efficiencies on a local and regional level. photo: NWA With air cargo volume growing at a faster rate than passenger traffic in many markets, cargo is making an increasingly valuable contribution to airline bottom lines. It is no surprise then that Swissport invested significantly in its cargo product line during 2004. The growing importance of air cargo on airline profitability is reflected in Swissport’s approach to this side of the handling business. Considerable effort has been made, particularly over the last 12 months, to nurture a more integrated and consistent product. In general, 2004 was a good year for cargo at Swissport, with major growth at the 70 airports where warehouse handling is offered. In total, Swissport handled a staggering three million tonnes of cargo, while Swissport Cargo Services in the Americas handled more than 1.4 million tonnes alone. Several countries, such as the UK and Germany, also hit record figures close to 200,000 tonnes for the year. Overall, the Swissport cargo division revenue increased 36% over 2003, topping CHF 300 million (US$245 million) for the first time. Doubledigit growth is also expected in 2005. Swissport has used its major asset – a powerful network – to full advantage. In Europe, for example, fully-fledged network products are sold, whereby carriers handled at a central hub also benefit from a full distribution service by truck to offline stations and vice versa. Similarly, more than 20 airports have been added to the portfolio by working together with strategic partners at stations outside of the current network. Such product networking has also helped forge closer co-opera- 20 Swissreporter – The Swissport customer journal ■ July 2005 tion between individual Swissport countries and greatly assisted efforts to make network products operate as efficiently and cost-effectively as possible. And finally there is product development. Here, Swissport is in-sourcing more activities such as trucking, operational service centres and asset control – such as ULD management – on behalf of airline customers. Meanwhile, at a corporate level, a global sales manager is now responsible for sales and global key account management. More than 20 airports have been added to the portfolio by working together with strategic partners. On a global basis, some extraordinary deals have been closed – several of which closely mirror the global networks of major clients. With KLM, for example, Swissport entered an innovative partnership for the handling of around 300,000 tonnes of cargo at more than 50 airports. Elsewhere, in the US, Swissport signed a contract with United Airlines to handle more than 600,000 tonnes of cargo at the carrier’s major hubs. Product focus To allow a more product-focused approach, Swissport re-organised its divisional set-up and established a worldwide cargo handling division under the leadership of Dr Ludwig Bertsch. This division has subsequently set lofty targets: to expand the network; improve the quality and efficiency of handling in general; and introduce new products to complement the core products of document and physical handling. And steps are already being taken along each of those lines. In terms of network expansion, a significant move came in the Far East, where Swissport has also introduced a variety of computer-based tools. These include real time control to measure global volumes with all customers on a daily basis, as well as station profiles that provide the network with updated information on the technical possibilities of each station. Such tools will be used to streamline a global handling strategy towards all key accounts. Above all, Swissport remains nimble so that it is able to accommodate developments in the wider cargo business, but also drive change beyond the realms of a traditional cargo handling product. Heath White CONTACT Heath White VP Global Cargo Sales & Key Account Management P. O. Box CH-8058 Zürich-Airport Phone: +41 43 812 38 33 Fax: +41 43 321 28 74 [email protected] PRODUCT Executive aviation on a roll After posting excellent financial results in 2004 – with revenue up 20% year-on-year – Swissport Executive Aviation has seen an even more promising start to 2005. handling of very large executive jets increased on a global basis, including nine A330s, five TU154s, three A310s, plus B767s and several B727-200 aircraft. Swissport Executive Aviation’s strong start to the year can be attributed to many factors. Importantly, the Clearly, our reputation for providing a high quality service to the many VVIPs and heads of state that travel on such large aircraft continues to spread – the bases hosting such important customers were as far apart as Brazil and South Africa, as well as in several European countries. Swissport Executive Aviation is proud to report that aircraft movements increased by 27% over the same event in 2004 – a very satisfying result for a team that worked so hard over many long hours. A further opportunity to shine came in January 2005 when the Swiss city of Davos hosted the World Economic Forum. Once again, Swissport Executive Aviation teamed with the Execujet Aviation Group to provide services to executive aircraft at Zürich Airport. A long line of presidents, prime ministers, heads of state and leaders of international companies were welcomed and efficiently transferred for their onward transport to Davos. In other news, the global network of 54 bases grew with the addition of Jomo Kenyatta International Airport in Nairobi, Kenya. A variety of business aircraft operators use the airport, and many are crying out for a quality service for both passengers and crew. Again, large executive aircraft featured strongly with A310s, A319s, B737s and Boeing BBJs, as well as corporate aircraft types ranging from Gulfstreams and Challengers down to the smaller Citation and LearJet aircraft. Raring to go: the new Swissport Executive Aviation team in Nairobi. We aim to use our wide experience from elsewhere in the world to provide that quality service. We are also able to tap into the knowledge gained by the wider Swissport Group, which has handled scheduled traffic at Jomo Kenyatta Airport for several years. Alan George [email protected] PRODUCT Air travel security Checkport is using its experience in document verification to help clamp down on illegal migrants and human trafficking. equately documented passenger. Other countries had already imposed such sanctions against air carriers 20 years ago. On the evening of 12 March 2005, a passenger presented his travel documents at Checkport Cameroon’s counter at Nsimalen International Airport in Yaounde. The passenger produced a ticket for a Swiss International Airlines flight to Zürich, a Cameroonian passport and a Swiss permanent residence permit indicating that the person had legally resided in the French part of Switzerland for many years. Intelligence agencies worldwide follow regional and global patterns of individuals that travel on, for instance, forged passports, counterfeit visas, stolen residence permits, or just on a genuine passport borrowed from somebody who looks similar. All passengers are obligated to have their travel documents examined before being cleared to board a flight out of Cameroon. The reason for this is simple: at the beginning of 2005, the Swiss government began imposing heavy fines on the national carrier whenever it carried an inad- The reasons for illegal migration are many, although a vast number of illegal migrants leave an underprivileged region in order to seek a better life in a more developed country. It is believed that, in global terms, literally millions of people are preparing themselves for illegal travel, in turn generating a huge and willing market for facilitators. Consider this: human trafficking today is worth more than drug trafficking! Therefore, it is no surprise that intelligence agencies have become increasingly active, often sharing information with, and even partially depending upon, non-governmental security companies. Decade of experience And this is where Checkport comes in. Looking back on more than a decade of experience in the field of document fraud, Checkport has played its part by sharing information on trends with immigration authorities around the globe. Human traffickers are constantly resorting to new methods of defeating document controls, which means it is vital to monitor trends and continuously update the know-how of agents who examine travel documents. On the evening in question, Checkport Cameroon’s agents in Yaounde identified the passenger as an impostor trying to board the flight bound for Zürich. In this case the dissimilarity between the photograph and the actual person was not difficult to spot. It would have been much more so if the passenger and the person he borrowed the documents from had been twin brothers. Ravin Marday CONTACT Louis Seliner [email protected] The Swissport customer journal ■ July 2005 – Swissreporter 21 CUSTOMER CORNER VIP event in Bangkok Swissport devoted an entire afternoon at this year’s International Ground Handling Conference in Bangkok to say a heartfelt thank you to its most important customers. just what they mean to our company. The thank you event held at one of Thailand’s top gourmet restaurants, the Blue Elephant, offered a chance to learn the secrets of Asian cuisine from the master chefs in attendance. It is an old adage that a business will only appreciate if you appreciate the business. For while everyone is quick to talk of ‘added value’ and ‘incremental revenues’, it is the importance attached to customers that is the most crucial value of all. As the pictures show, it was a delightful experience: the SGHAs and SLAs were left far behind as these ground handling specialists turned their hand to a totally different skill. And the whole event was rounded off with a personal Thai massage and an introduction to local culture and customs. And so it was that some 60 delegates from Swissport’s key customer carriers were able to experience ‘live’ Stephan Beerli 22 Swissreporter – The Swissport customer journal ■ July 2005 CAREER DEVELOPMENT Building leadership tunity to become part of a group management pool if they receive the required amount of credits in the areas of special care, encouragement, education and development. Flexibility, the achievement of goals, strong social skills and personality also count highly. The latest assessment of Swissport’s top talent has resulted in a group of 23 managers that will now continue their development by attending a one-week course at the inaugural Swissport Academy in September. Swissport has always been committed to the professional development of its management. And while this continues to include the training of local and regional managers, it also now involves the Swissport Academy – a new group-wide initiative designed to nurture the company’s most outstanding talent. It is impossible to be a leading company in any service business without having the best people. Similarly, a consistent, high quality product worldwide can only be achieved with a well-trained, highly motivated staff. It is for these reasons that the nurturing and development of management skills and capabilities is considered a crucial success factor in Swissport’s SWISSPORT MODEL ongoing growth strategy. Our aim is to identify and recruit the best and brightest management talents for every position of leadership. exist for managers of the right calibre not only from within Swissport’s own ranks, but also from elsewhere in the industry. But what does ‘best and brightest’ actually entail? While individual creativity is always encouraged, our experience is that a team effort often produces the best results. As a result, we stress teamwork in everything we do – with no room for those who put their personal interests ahead of that of the company or its clients. Developing people To ensure the quality of our management, Swissport continues to conduct management potential assessments including an annual examination of the entire management development process. This involves building on existing training structures at our stations, in the individual companies and various divisions, particularly for the levels ‘employee’, ‘basic management’, and ‘middle management’. By offering an inspiring, multicultural working environment that rewards excellence and opens exciting career opportunities, Swissport aims to strengthen its reputation as a worldclass employer. And it goes without saying that opportunities will always In addition, members of tive management undergo a wide screening process in an review. Individuals have an 1. Workshop/Training Strat. Impl. Presentation Executive Management 2. Day 1 Day 2 Case Study Global Persp. Busin. Res. Orien. StratImpl. 3. Day 3 Peop. Dev. Peop. Dev. Swissport Swissport Family Group Leadership Day 4 Leadership Day 5 3rd and 4th quarters 2005 1. Recruitment Peter Graf [email protected] ACADEMY ACTION AND TRAINING Customer Focus Swissport Performance The week will involve rigorous action and training followed by a series of case studies and presentations to group executive management. We wish all participants in the inaugural Swissport Academy every success and look forward to welcoming other outstanding individuals to this programme in the future. execugroupannual oppor- Off the job 4. Congratulations to the following managers who will be attending this year’s Academy: Sandra Alfaiate; Tony Alvarez; Colin Baldwin; Thomas Bethke; Roy Braendly; Jeroen de Clercq; Andy Cruise; Christian Draeger; Andy Ernst; Steve Gomez; Mik Haertel; David Harman; Roland Hunn; George Hogan; Michel Jansen; Michael Kilcherr; Martin Kistler; Peter Kohl; Roger Larreur; Adrian Melliger; Andreas Mueller; Willy Ruf and Heath White. Pres. Peop. Dev. Family Group Case Study Day 6 Case Study Day 7 Learning Controlling Learning Family Group Execut. Manag. Day 8 Leadership Day 9 Controlling Day 10 1st and 2nd quarters 2006 Individual coaching 2. Development 3. Qualification 4. Promotion On the job Divisional Head = Godfather Projects The Swissport customer journal ■ July 2005 – Swissreporter 23 SWISSPORT WORLDWIDE Network News and Views ■ FRANCE Expanded collaboration with easyJet UK low-cost carrier easyJet has entrusted the handling of its 3,600 flights per year at Paris CDG to Swissport France. The carrier’s decision follows wider collaboration with Swissport at various locations, including Basel and London. Earlier this year,Swissport announced a decision to dispose of its Toulouse and Nice stations to MAP Handling as it looked to focus on the main Paris CDG market. Swissport France offers passenger and operational services in Terminals One and Two and is a strong partner for a comprehensive range of airport services in Terminal Three at Paris CDG. These services are in addition to an extensive cargo business at eight stations throughout France. Schiphol is Europe’s third largest air cargo hub, after Frankfurt and Paris. The airport handled more than 1.5 million tonnes of airfreight in 2004 and anticipates further growth of 5% in 2005. Jean-Didier Savioz ■ ISRAEL Having first obtained a cargo handling licence at Schiphol in late March, Swissport expects to secure several additional contracts at the airport over the coming weeks. QAS spreads its wings QAS Israel, a Swissport partner, has continued its goal of realising sustained organic growth, with much of the impetus coming from its recent move to a new terminal at Tel Aviv Ben Gurion International Airport. Together with its partner, the Dan Hotels chain, QAS made a successful bid to operate two VIP executive lounges in the new terminal. And, in addition to the standard VIP lounges, QAS also operates an additional facility called ‘Masada’ for use by VVIP passengers, private flights, diplomats and government members. In the short time since the VIP lounges opened their doors under joint QAS and Dan Hotels management, customer feedback has been extremely positive. All are extremely pleased with the design of the lounges, their locations and the overall comfort levels. easyJet and Swissport have stepped up their relatonship (photo: easyJet). “We have chosen Swissport as our cargo handling partner because they share the same values and have shown they take our concerns seriously,” explained JS Kim, Regional Manager, Asiana Airlines. Following the sale of the Toulouse and Nice stations, Swissport France has also moved its head office from Nice to Paris. MAP Handling acquired all of Swissport’s passenger handling business at the two stations, including all personnel and equipment, on 15 March. The sale does not include Swissport’s private executive aviation business in Nice. In other news, QAS has also begun a joint venture with Arcaffe – one of Israel’s leading cafe chains – and 24 Swissreporter – The Swissport customer journal ■ July 2005 The sleek new lounge concept has gone down well with QAS customers. Jan van Anrooy now jointly operates two cafes in the new terminal. With QAS now jointly gaining more control over business activities in the new terminal, staff members have many additional career opportunities and a much wider choice of working environments. ■ ULD MANAGEMENT Icelandair selects Unitpool ULD control and pooling specialist Unitpool has signed a long-term contract with Icelandair for the provi- Yossi Raviv ■ AMSTERDAM Asiana first at Schiphol Swissport has secured the all-important launch full freighter customer for its new cargo handling operation at Amsterdam Schiphol Airport. Since 1 June, Swissport has handled Asiana Airlines’ twice weekly B747400 freighter service, which operates on a Seoul-Vienna-London-Amsterdam-Seoul routing. Unitpool’s suite of ULD management options continues to attract carriers. SWISSPORT WORLDWIDE sion of comprehensive ULD services. The contract follows a similar deal struck with Canadian leisure carrier Air Transat in March. previous year. Similarly, a record 1.78 million tonnes of cargo was transported – a year-on-year increase of 10.2%. “We are delighted to have attracted the attention of Icelandair and welcome the carrier as our latest pooling partner,” commented Phil Hill, CEO Unitpool. “Icelandair was looking for an option that would enable it to focus on its core business, while being able to outsource ULD requirements to a single vendor.” Peter Kohl ■ ASIA China office opens private flights by the executive aviation team, Swissport also entered an exclusive cooperation with Athens Aviation Signature (AAS), the biggest representation agency in Greece. In addition, Swissport Hellas at Athens International Airport today took delivery of three brand new Volvo S80 luxury vehicles to transfer all pas- Significant interest has already been shown, with several reputed carriers keen to collaborate through their Italian operations. The Icelandic carrier is currently developing its fleet; it recently added three B767s and has also made a commitment to acquire Boeing’s new 787 Dreamliner. In other news, Unitpool has reached an agreement with Kuwait-based National Aviation Services (NAS) to act as general sales agents for Kuwait and Iraq. NAS offer an extensive range of airport services in the Middle East region, including ground handling and logistics. Additionally Unitpool has appointed Global Aircraft Products and Supports (GAPS) to handle ULD repairs in Dubai. The two companies are also reviewing an extension of the agreement to cover other locations in the region. Dani Sudan, Philip Hill ■ In addition, and as part of the global commercial agreement with SWISS, Swissport Italy will shortly take over the carrier’s entire ground organisations at Milan and Rome, together with the carrier’s 15 personnel. Simon Widmer, an experienced Swissport executive, will head the new operation. Swissport now has an official representative office in the dynamic city of Shanghai (photo: CNTO). Simon Widmer The early start-up at Singapore Changi is not the only good news from Swissport’s growing network in Asia. On 1 May, Swissport opened its first official representative office in China – in Shanghai – so further strengthening its presence in local and regional markets. Swissport now aims to expand and intensify its existing contacts in China and seek and develop new partnership opportunities over the coming months. ■ SINGAPORE Early start at Changi Meanwhile, Unitpool – Swissport’s global container management subsidiary – opened a new office in Bangkok on 16 May. The operation is centred on a team of IT specialists who will provide global professional ULD data management services. Stephan Beerli ■ The Swissport pioneers line up at Singapore Changi. Ground handling services have been launched at Singapore Changi Airport four months ahead of schedule, thanks in large part to the decision by SWISS to become launch customer at Swissport’s latest station in Asia. Initially due to begin operations in July, Swissport began handling SWISS in March. It is now the third ground handler at the airport having secured a 10-year full operating licence in 2004 (see Swissreporter, issue 14). The early launch is considered an important first step towards becoming a significant player in the Singapore ground handling market. In 2004, Changi enjoyed a record 30.4 million passengers, up 23.1% on the Initially, the new passenger handling activities will extend to station management, supervision and airport ticketing services at both airports. But, by expanding the operating network, and in light of the imminent deregulation of the local market, Swissport hopes to extend its services to further business areas in the medium-term. GREECE Big year, bigger results Swissport Lamda Hellas’s performance in 2004 more than lived up to its strong reputation – quite an achievement considering the increased passenger numbers, flights and cargo during what was a hugely important year for Greece as a whole. Contrary to what some might believe, the post Olympic Games period was anything but dull. In April, we welcomed LTU into our family of airline customers. Swissport now handles the German carrier in Athens, Thessaloniki and Heraklion. As of late March, the Thessaloniki station has also provided handling services to British Airways. Meanwhile, and following the handling of an increased volume of sengers arriving through its executive aviation facilities. Volvo is dedicated to developing their brand presence here in Greece and chose Swissport as its partner after careful evaluation. Phil McGrane, GM and CEO of Swissport Hellas stated: “This is a prominent step for both Swissport Hellas and Volvo – pioneering! It is a terrific opportunity for both brands to demonstrate their quality of service as well as their various product portfolios surrounding Executive Aviation.” In other news, the Swissport Executive Lounge in Athens has undergone a successful decorative facelift, with valuable sponsorship from Habitat. The modernised interior now offers a relaxed but elegant ambience for all passengers to enjoy. Finally, franchise partner Swissport Hellas Sud was successful in its bid for the long awaited ground handling licences on the islands of Rhodes and Corfu (see page six). Angeliki Athanassiadou ■ I TA LY Italian portfolio extended Swissport has added to its service portfolio in Italy following the launch of passenger handling operations by its new Italian subsidiary at Rome Fiumicino and Milan Malpensa airports. However, the Italian market is far from an unknown quantity for Swissport, with cargo handling services already provided at the airports of Florence, Milan Malpensa and Milan Segrate. UK UK market penetration Glasgow becomes Swissport’s seventh UK station (photo: BAA library). In March, Swissport was awarded the third handling licence at Glasgow Airport, making the city its first station in Scotland. Glasgow is Swissport’s seventh base in the UK and the busiest airport in Scotland with some 8.6 million passengers per year. The license covers full aircraft handling, as well as line maintenance and fuelling. The move into Glasgow is just one part of a deeper penetration into the UK market in recent months. Elsewhere, Swissport has been appointed as supervisory agents to SWISS at London City Airport and has been awarded a major contract to handle First Choice Airways at London Gatwick, marking a first move into the airport’s North Terminal. Finally, in January, Swissport began offering into-plane fuelling for all carriers at Newcastle International Airport. The new operation is the The Swissport customer journal ■ July 2005 – Swissreporter 25 SWISSPORT WORLDWIDE first Swissport fuelling station outside the US. Swissport’s activities at Newcastle also include maintaining and operating the fuel storage system. giving children a first job and helping steer them away from violence, drugs and life on the street. On hearing of this initiative, Swissport Brazil spoke with Infraero at its Brasilia headquarters and agreed to get involved. Nigel Daniel ■ SOUTH AFRICA Shareholder change As part of its growth and diversification strategy, Swissport signed an agreement in February to sell a 49% holding in Swissport South Africa to the Mvelaphanda Group. The transaction teams Swissport with an attractive local partner that is excellently equipped to support the further development of operations on the African continent. The overall operational management of Swissport South Africa remains in Swissport’s hands. The agreement, which entered into effect on 1 March, was signed in Johannesburg by Mvelaphanda Holdings Chairman, Tokyo Sexwale, and Joseph In Albon, President & CEO, Swissport International. Swissport’s new facility at Johannesburg. side doors, with two vehicle ramps on the landside. Meanwhile, X-ray facilities are available for the screening of non-regulated cargo, while an extensive roller bed system can handle up to 35 airline pallets simultaneously, with two quick acceptance or delivery thoroughfares. Two weighbridges, with a capacity of 15 tonnes each, as well as two additional scales for small shipment test weights, have also been installed at convenient locations. Elsewhere, two cold room facilities, one fitted with a roller bed system to accept 18 perishable pallets and 10 containers, and the second fitted with racking with 54 Euro skid positions for general cargo, ensure that all perishable cargo is handled as specifically required. Willy Hallauer Jubilant Johannesburg After years of planning, Swissport South Africa is now the proud operator of a brand new cargo handling facility at Johannesburg International Airport. The warehouse, which opened in late 2004, has the capacity to house in excess of 120,000 tonnes of cargo per annum. The project to develop a new cargo handling warehouse and associated facilities at Johannesburg began several years ago with Cargo Service Center SA, and has now finally reached its end with Swissport Cargo Services. Chemicals and dangerous goods are handled in separate rooms, while live animals are accommodated in two animal hotels prior to flight departure or whilst waiting for state veterinary clearance. Colin Baldwin ■ Now, each time that Swissport has a job opportunity that fits an Infraero child’s profile, resumes for individuals are submitted. “We found out about the social programmes and saw a wonderful opportunity,” explained Lician Mello, CEO, Swissport Brazil. “We could help the airport communities, which are also our responsibility, while at the same time get closer to the biggest Brazilian airport organization.” Meg Smith ■ CARIBBEAN Aruba cool facility On a sunny January day in Aruba, Edison Briessen, Minister of Tourism & Transportation for Aruba, officiated the opening of a new cool facility at Swissport Cargo Services, Aruba. The new cool facility is crucial for Aruba’s hub function in the important perishables business line. Today, The facility has 12 landside acceptance or delivery doors and eight air- ■ BELGIUM/ LUXEMBOURG Benelux boom Swissport Cargo Services Belgium plans to double its capacity at Brussels Airport by acquiring a 7,000square-metre airside building that will enable it to offer a better and broader range of services to its customers. In addition to the benefits of direct ramp access, the new building’s perishables centre should enable Swissport Brussels to attract further business volume. The building became fully operational on 1 June. Elsewhere, Swissport has tripled its cargo handling volumes in Luxembourg over the last two years, making it an attractive alternative to the dominant home carrier. Major customers, such as KLM and China Airlines, as well as numerous smaller charter carriers already entrust the handling of their cargo to Swissport in Luxembourg. ■ USA Hawaii fuels into-plane growth Swissport North America has secured an into-plane fueling contract from Aloha Airlines at Honolulu Airport in Hawaii – the first step in a wider plan to seek further fueling opportunities in the islands. Swissport will begin operations with 13 employees providing services for an average of 62 flights per day serving both inter-island and mainland flights. The finished product comprises a 6,300-square-metre cargo warehouse, extensive office accommodation, boardroom facilities for customer airlines and 1,200 square metres of covered stand area. One of the facility’s many benefits is that Swissport has its own landside access, with staff and customer parking within the confines of the perimeter – itself controlled and secured by Checkport SA. A swipe card access control system was implemented early in 2005 to expedite driver waiting times. In addition, the entire area is under constant surveillance by a bank of CCTV cameras monitored from the control room by Checkport security personnel. Gerhard Goselink David Harman Rudy Rodriguez, Station Manager Aruba, and Gerhard Goselink, Managing Director, Swissport Dutch Caribbean, thanked local supporters and long-time customers – including KLM, Aruba Airport and Arubian Customs – for their past and continued support. BRAZIL Working for the less fortunate ture-sensitive cargo volume to the airport. Swissport Brazil and Infraero sign up for the job opportunity collaboration. Children living in poorer communities near to many of Brazil’s airports have been given an opportunity to step out of the poverty trap thanks to a programme being run by the government run airport operator, and subsequently embraced by Swissport Brazil. Two years ago, Infraero, which manages all airport infrastructure in Brazil, began a social programme of education and welfare aimed at 26 Swissreporter – The Swissport customer journal ■ July 2005 many tonnes of flowers are transported from Columbia and Ecuador via Aruba to Europe and beyond. Perishables transport is one of the fastest growing businesses within the air cargo market and a sector that Swissport Cargo Services supports strongly. The new facility, which cools at temperatures from 2–8 degrees Celsius, can handle up to nine airline pallets and is expected to help attract additional perishables and tempera- As a native of Hawaii, Earl Estrella, Executive Vice President, Swissport Fueling, has taken a special interest in this new operation and has been instrumental in its development. The hope is that United Airlines will also turn to Swissport in Honolulu as the carrier explores the outsourcing of into-plane operations as part of its wider cost-cutting measures. Elsewhere, in Fort Myers – where Swissport operates the fuel storage consortium and into-plane operation – the company has also been asked to enter a new line of business that is closely aligned, but not identical to its core business. The rental car companies at the airport have formed a consortium to consolidate the handling of unleaded fuel for their fleets SWISSPORT WORLDWIDE and have hired Swissport to manage the new storage facility and distribution system. While it is not jet fuel, the daily inventory requirements are identical to that of Swissport’s core business and it is a great add on to the base operation. In addition, the rental car companies are very interested in this approach to their fuel needs. After all, it greatly reduces the environmental exposure as they have only one professionally managed custodian of their fuel instead of having separate fuel storage for each company. Swissport is extremely interested in developing this as a new business line as the rental car companies move to improve both their economics and their environmental exposure. Finally, in Seattle, Swissport Fueling will commence an into-plane operation with the start-up of the new hydrant distribution line at the airport in late July. While the date is not yet set in stone, Swissport expects to begin operations by 1 August barring any unforeseen construction or testing delays. Swissport Fueling, which has operated the fuel storage facility at Seattle for two years, will start with a modest 35 flights per day, but hopes to grow that number as the carriers become accustomed to having a second operator on the field for into-plane services. Jim Keough ■ Prior to heading up Groundstar, Nigel held several leading executive positions within the aviation industry. As EVP Commercial, Nigel now bears overall responsibility not only for all sales and other commercial aspects (excluding cargo) within the Swissport Group, but also all aviation security, executive aviation, GSE maintenance and product development activities. He succeeds Simon Lehmann, who left Swissport on 31 May to take up a CEO role at a leading provider in the Swiss leisure industry. Tina Barbour, who has been with Groundstar for three years as Operations Director, succeeds Nigel Daniel as CEO of Swissport UK. Tina and her excellent UK team will continue to provide stability and a quality service to customers and develop the strong foundations that have already been put in place. Stephan Beerli Fresh face at SCS Americas Swissport Cargo Services has made an important addition to its Cargo Americas team. In March, Hernan Galindo joined as VP Cargo, Latin America & The Caribbean. Hernan brings more than 30 years of diverse air cargo experience to the team, having previously worked with Avianca, Aerofloral and AvGroup among others. PEOPLE Meg Smith New commercial head ■ AWA R D Global Ground Handling Company of the Year Nigel Daniel The Board of Directors and Executive Management of Swissport International have appointed Nigel Daniel to head the Commercial Division of the Swissport Group. Nigel took up his new role as EVP Commercial on 1 June following three successful years leading UKbased ground handler Groundstar. Swissport acquired the company in April 2004 to further strengthen and expand its position in the UK market. Swissport is now active at seven UK airports where its 2,800 personnel provide full ground handling, fueling and supervision services. On May 31, Swissport International has been named Global Ground Handling Company of the Year for 2005 by the Institute of Transport Management. The distinction confirms Swissport’s leading role in the dynamic international airport services market. As it did last year, the Institute of Transport Management, an impartial London-based market research body, based its 2005 annual awards to the world‘s leading transport and logistics companies on over 500 interviews conducted throughout the industry. Swissport successfully retained the title it earned in 2004 as the world’s best ground handler, staving off competition from all other major airport services providers. Stephan Beerli ✈ ✈ NEWS TICKER BUSINESS DEVELOPMENT SWITZERLAND Swissport has taken over pushback and deicing activities at Zürich and Geneva airports from SR Technics Switzerland. The move ties in with an overall strategy to offer customers single-source access for all ground handling activities. The operational handover took place on 1 January and included the transfer to Swissport of all 51 of the SR Technics staff involved. SN Brussels Airlines and Virgin Express have concluded a joint handling agreement with Swissport Geneva – a first since the two carriers joined forces under the same holding structure. BRAZIL Swissport Brazil has renewed service contracts with Martinair, Finnair, Air Europa and Holland Excell. CSA Czech Airlines, which began operations to Fortaleza in November 2004, is another carrier to choose Swissport. HUNGARY Swissport Cargo Services Magyarország began handling operations for trucked and flown freight at Budapest Airport in mid-December last year, in what is Swissport’s first cargo operation in Eastern Europe. SCS Deutschland will supervise the new Hungarian operation. ✈ AWA R D S EUROPE In February, Swissport received three awards at the Handling Agent Award event 2004, organised by Belgium’s SN Brussels Airlines. Swissport won in the following categories: ‘Most excess baggage revenue’, given to the Paris XPG station (train check-in at Paris CDG operated by Swissport France); ‘Best airport ticketing office’, won by Swissport Geneva; and ‘Most dedicated station’, won by Swissport Nairobi. Swissport would like to thank SN Brussels Airlines for this recognition. USA Swissport Americas stations at Anchorage, San Francisco, Los Angeles, Washington Dulles, Sanford and JFK all received the FAA Certificate of Excellence Diamond Award 2004. The Diamond Award is the most prestigious FAA award given to an employer in recognition of its support and participation in the FAA Aircraft Maintenance Technician Award Program. In addition, 117 Aircraft Maintenance Technicians received FAA Award Certificates. GREECE Swissport Hellas Sud has got the award as the best company in the services sector by the President of the Greek Parliament, Mrs Anna Psarouda Benaki. The ceremony took place at Dimokritos Institute (Athens, Agia Paraskevi Area) on June 8, 2005. ✈ CERTIFICATIONS Congratulations to the following Swissport stations that have successfully passed the ISO 9001 certification audits since September 2004: – Toronto – Paris CDG T2 – Frankfurt – Antwerp – Los Angeles – San Francisco – Chicago O’Hare – Atlanta – Lima – Manila – Port Elizabeth – Liège SCS – Vienna – Guadalajara A total of 66 Swissport stations have now been awarded ISO 9001 certification. The Swissport customer journal ■ July 2005 – Swissreporter 27 CONTACTS HEAD OFFICE Swissport International Ltd., Joseph In Albon, President & CEO, P.O. Box, CH-8058 ZürichAirport, [email protected], tel. +41 43 812 2779, fax +41 43 321 2901 Swissport International Ltd., Clive Dolman, Group CFO, P.O. Box, CH-8058 Zürich-Airport, [email protected], tel. +41 43 812 9413, fax +41 43 321 2901 Swissport International Ltd., Nigel Daniel, EVP Commercial (Sales), P.O. Box, CH-8058 Zürich-Airport, [email protected] tel. +41 43 812 2314, fax +41 43 321 2875 ASIA/MIDDLE EAST/ AFRICA Swissport International Ltd., Dr. Ludwig Bertsch, EVP Asia, Middle East, Africa & Cargo, P.O. Box, CH-8058 Zürich-Airport, [email protected], tel. +41 43 812 2694, fax +41 43 321 2901 ALGERIA Swissport Algérie, Claude Badan, General Director, Algerian Business Center, Pins Maritimes/ Mohammadia, Alger, [email protected], tel. +213 21 891 010, fax +213 21 891 011 (operational as from end of 2005) R E P R E S E N TAT I O N F O R CHINA Swissport China, Shanghai Representative Office, Daniel Jettel, Asian Business Development Manager, 8F/F02 Shanghai Mart, 2299 Yan An West Road, CN-Shanghai 200336, [email protected], tel. +86 (21) 5240 1118 ext. 2509, fax +86 (21) 5240 0007 ISRAEL Q.A.S. – Quality Airport Services, Yossi Raviv, President & CEO, P.O. Box 136, Ben Gurion International Airport 70100, Israel, [email protected], tel. +972 3 972 7777, fax +972 3 972 7772 K E N YA Swissport Kenya, Jeroen de Clercq, CEO, Jomo Kenyatta Intl. Airport/Nairobi Cargo Center, P.O. Box 19177, 00501 Embakasi Nairobi, Kenya, [email protected], tel. +254 20 823 328, fax +254 20 824 754 KOREA Swissport Korea Ltd., J.W. Kim, President & CEO, 2069 Passenger Terminal, Incheon International Airport, 2851 Woonseo-dong, Jung-gu, Incheon, 400-340, Korea, [email protected], tel. +82 2 2657 6150, +82 32 743 2528 THE PHILIPPINES Basel Swissport Basel, Stefan Resele, Senior Vice President, P.O. Box, CH-4030 BaselAirport, [email protected], tel. +41 61 325 2300, fax +41 61 325 2307 Geneva Swissport Genève, Ernest Hochuli, Senior Vice President, P.O. Box 776, CH-1215 GenevaAirport, [email protected], tel. +41 22 799 3010, fax +41 22 799 3167 AUSTRIA Swissport Austria GmbH, Renate Mackay, General Manager, Building 645, 1300 ViennaAirport, Austria, [email protected], tel. +43 1 7007 35521, fax +43 1 7007 35523 BELGIUM Swissport Cargo Services Belgium, Patrick Minsart, General Manager, Brucargo Building 721, 1931 Zaventem, Belgium, [email protected], tel. +32 2 753 0510, fax +32 2 753 0519 FRANCE Swissport France, Jean-Didier Savioz, President & CEO, Immeuble Communica, 455, Promenade des Anglais, 06299 Nice Cedex 3, France, [email protected], tel. +33 4 9229 4452, fax +33 4 9229 4451 GERMANY Swissport Deutschland GmbH, Hans-Rudolf Moser, GM Ground Handling, Germany, [email protected], Wanheimerstr. 45, 40472 Düsseldorf, Germany tel. +49 211 43 71 3110, fax +49 211 43 71 3111 Swissport Cargo Services Deutschland GmbH, Toralf Sonntag, General Manager Cargo Services, Cargo City Süd, Building 558C, 60549 Frankfurt, Germany, [email protected], tel. +49 69 219 79710, fax +49 69 219 79799 S. Stuttgart Ground Services GmbH, Klaus Knöpfle, General Manager, Flughafen Stuttgart, P.O. Box 230411, 70624 Stuttgart, Germany, [email protected], tel. +49 711 948 2900, fax +49 711 948 2901 GREECE Swissport Hellas S.A., Phil McGrane, General Manager, Athens International Airport “Eleftherios Venizelos”, 19019 Spata, Greece, phil. [email protected], tel. +30 210 353 7256, fax +30 210 353 7821, (also for SKG) Swissport Hellas Cargo, Alex Panokis, Operations Manager, Athens International Airport “Eleftherios Venizelos”, Cargo 3–4, Bldg 15A, 19019 Spata, Greece, [email protected], tel. +30 210 354 3099, fax +30 210 354 3170 Swissport Philippines, Inc., Juan C. Paraiso III, President & CEO, Ninoy Aquino International Airport (NAIA), Pasay City, The Philippines, [email protected], tel. +63 2 852 9397, fax +63 2 852 9397 Swissport Hellas Sud, Georges Peter, General Manager, Airport Nikos Kazantzakis, 71601 Heraklion, Crete, [email protected], tel. +30 281 0336 970, fax +30 281 0336 971 (also for Corfu and Rhodes) SINGAPORE HUNGARY Swissport Singapore Pte. Ltd., Peter Kohl, President & CEO, Unit 041-60B-01, Terminal 1, Changi Airport, P.O. Box 105, Singapore 918144, [email protected], tel. +65 6542 3342, fax +65 6542 9596 SOUTH AFRICA Swissport South Africa (Pty) Ltd., John Murray, President & CEO, P.O. Box 5511, Johannesburg Intl. Airport 1627, South Africa, [email protected], tel. +27 11 928 8527, fax +27 11 928 8541 SUDAN Swissport Sudan, Adil Ali Mufti, CEO, Baladiya Street, Tadamon Tower, Flat No 708, P.O. Box 13051, Khartoum, Sudan, [email protected], tel. +249 183 769713/772954, fax +249 183 769712 TA N Z A N I A DAHACO, Gaudence K. Temu, Vice President, P.O. Box 18043, Dar es Salaam Intl. Airport, Tanzania, [email protected], tel. +255 22 284 4610/14, fax +255 22 284 4343 EUROPE & SWITZERLAND Swissport International Ltd., Urs Sieber, EVP Division Europe & Switzerland, P.O. Box, CH-8058 Zürich-Airport, [email protected], tel. +41 43 812 2310, fax +41 43 321 2875 SWITZERLAND Zürich Swissport Zürich, Marcel Hungerbühler, Senior Vice President, P.O. Box, CH-8058 Zürich-Airport, [email protected], tel. +41 43 812 6170, fax +41 43 812 9195 Swissport Cargo Services Magyarorszàg kft., Balàzs Enyedi, Station Manager, Airport Business Park, Lôrinci ùt 59.C3, 2220 Vecsès, Hungary, [email protected], tel. +36 2955 4950, fax +36 2955 4944 I TA LY Swissport Cargo Services Italy, Sergio Squeri, General Manager, Via R. Morandi 76, 20090 Segrate, Italy, [email protected], tel. +39 02 2692 0271, fax +39 02 2692 0257 Swissport Italy S.r.l., Simon Widmer, General Manager, P.O. Box, BE, CH-8058 Zürich-Airport, [email protected], tel +41 43 812 3458, fax +41 1 811 1056 LUXEMBOURG Swissport Cargo Services Luxembourg, Guy Ghysels, President & CEO, Cargo Center West/Findel Airport, 2889 Luxembourg, Luxembourg, [email protected], tel. +352 26 426 2703, fax +352 26 426 2702 THE NETHERLANDS Swissport Ground Handling, Wouter R. Van Ginkel, Station Manager, Havenmeesterweg 55, 1118 CB Schiphol, The Netherlands, [email protected], tel. +31 20 316 3004, fax 31 20 316 3005 Swissport Cargo Services, The Netherlands B.V., Jan van Anrooy, General Manager, Uiverweg 2 – 6, 1118 DS Schiphol Airport, The Netherlands, [email protected], tel. +31 20 316 3731, fax +31 20 316 3733 POLAND Swissport Poland, Witold Michalowski, General Manager, Ul. Zwirki i Wiguri 1, 02-143 Warsaw, Poland, [email protected], tel. +48 22 650 4527, fax +48 22 650 3599 RUSSIA Swissport Cargo Services Russia, Natalia Fedorova, General Manager, Pilotov 32A, Aviagorodok, St. Petersburg, Russia, [email protected], tel./fax +7 812 718 7591 S PA I N Swissport Handling S.A., Daniel Gut, President & CEO, C/Gran Via, 71-3a dcha., 28013 Madrid, Spain, [email protected], tel. +34 91 548 7631/32, fax +34 91 541 5955 TURKEY Havas, Ugur Dogan, General Manager & CEO Nurettin Oektem Sk. No. 2, 80260 Sisli-Istanbul, Turkey, [email protected], tel. +90 212 233 2422 / 111, fax +90 212 233 38 53 UNITED KINGDOM Swissport UK Ltd., Tina Barbour, CEO Groundstar House, Freight Village, Newcastle upon Tyne, NE13 8BH, [email protected] tel. +44 191 214 8121, fax +44 191 214 8014 Swissport Cargo Services, Paul Arnold, Managing Director, Bedfont Road, London Heathrow Airport, Staines, Middlesex, TW197NL, United Kingdom, [email protected], tel. +44 1784 266 660, fax +44 1784 266 262 SWISSPORT AMERICAS Swissport Americas, Erich Bodenmann, EVP Division Americas, 45025 Aviation Drive, Suite 350, Dulles, VA 20166-7557, USA, [email protected], tel. +1 703 742 4301, fax +1 703 742 4321 ARGENTINA Swissport Argentina S.A., Hugo Schreier, CEO, Intl. Airport Ezeiza, Suite 314 Ministro Pistarini, 1802 Ezeiza, Buenos Aires, Argentina, hugo. [email protected], tel. +54 11 5480 4433, fax +54 11 5480 4431 ARUBA Swissport Cargo Services – Aerocargo N.V. Rudy Rodriguez, Station Manager, Reina Beatrix Airport, Cargo Building A, Aruba, tel. +297 582 2470 ext 102, fax +297 583 0622, aua. [email protected] BRAZIL Swissport Brasil Ltda., Lician de Mello, CEO, Av. Vinte de Janeiro s/nr, Terminal 1-Setor Azul, Sala 1651A, RJ Pista CER 21941-970, Rio de Janeiro, Brazil, [email protected], tel. +55 21 3398 5934, fax +55 21 3398 5932 CANADA Swissport Canada Handling Inc., Erich Bodenmann, President, 6500 Silver Dart Drive, Core G, Mississauga, Ontario L5P 1A2, Canada, [email protected], tel. +1 703 742 4301, fax +1 703 742 4321 DOMINICAN REPUBLIC Swissport Dominicana, Omar J. Azar, CEO, Avenida Independencia 1811, Santo Domingo, Dominican Republic, [email protected], tel. +1 809 508 2270, fax +1 809 508 6543 HONDURAS Swissport GBH Honduras, Miguel Sierra, General Manager, Nueva Terminal de Carga Of. 301, Apto. Internacional “Ramón Villeda Morales”, San Pedro Sula, Honduras, miguel. [email protected], tel. +504 668 8880, fax +504 668 8884 MEXICO Swissport de Mexico S.A. de C.V., Antonio Ferrer Bernat, President & CEO, Antiguo Camino a Texcoco s/n, Col. Penon de los Banos, C.P. 15520, Deleg. Venustiano Carranza, Mexico D.F., [email protected], tel. +52 55 5784 8240, Fax +52 55 5786 8211 IMPRESSUM Published by: Corporate Communications, Swissport International Ltd. Publisher: Stephan Beerli, Vice President Marketing & Communications, Swissport International Ltd. [email protected] Editor: Richard Rowe [email protected] tel +44 (0) 131 620 1174 Swissport coordinator: Andrea Seehafer [email protected] tel. +41 43 812 4954 fax +41 43 321 2865 Contributors to this issue: Joseph In Albon, Jan van Anrooy, Angeliki Athanassiadou, Claude Badan, Colin Baldwin, Stephan Beerli, Nigel Daniel, Jacques Delessert, Alan George, Markus Gloor, Gerhard Goselink, Peter Graf, Willy Hallauer, David Harman, Philip Hill, Jim Keough, JW Kim, Peter Kohl, Paul Marsman, Georges Peter, Dani Sudan, Yossi Raviv, Richard Rowe, Dirk Jan de Roo, Mark Salathe, Jean-Didier Savioz, Andrea Seehafer, Louis Seliner, Meg Smith, Juvenal Tavares , Heath White, Simon Widmer Translations: Paul Day Layout and printing: DAZ, Druckerei Albisrieden AG, Zürich Subscriptions: For a free subscription, please send your full name and address to the Swissreporter Information Desk. Changes of address: Please send details of any change of address (by returning your mailing label with the changes clearly indicated) and any other correspondence regarding subscriptions to the Swissreporter Information Desk. Printed in Switzerland Circulation 15,000 © 2005 Swissport International Ltd., Zürich-Airport, Switzerland www.swissport.com Swissport Fueling, Thomas F. Comeau, President, 45025 Aviation Drive, Suite 350, Dulles, VA 20166-7557, USA, [email protected], tel. +1 703 742 4392, fax +1 703 742 4388 Swissport Cargo Services, L.P., Steve Tamm, Vice President Americas, Cargo Building 151, JFK Int. Airport, Jamaica, NY 11430, USA, [email protected], tel. +1 718 244 5500, fax +1 718 995 5139 Swissport CFE, Fred Campbell, President (ad interim), 4560 South Boulevard, Suite 202, Virginia Beach, VA 23452, USA, [email protected], tel. +1 757 490 2465, fax +1 757 490 2543 Hallmark Aviation Services, Philipp Huber, President, 5757 W. Century Blvd., Suite 860, Los Angeles, CA 90045, USA, [email protected], tel. +1 310 215 7213, fax +1 310 410 5362 VENEZUELA Swissport Cargo Services Venezuela, Oscar Lehmann, General Manager, Ed. Pascal Torre B Local 4B, Planta Baja, Av. Romulo Gallegos, Santa Eduvigis Caracas, Venezuela, [email protected], tel. +58 212 285 4060, fax +58 212 285 8491 NETHERLAND ANTILLES Swissport Cargo Services – Aerocargo N.V. Gerhard Goselink, General Manager, Swissport Cargo Building, Curaçao Int. Airport, Curaçao, Neth. Antilles, tel. +599 9868 2244 ext 200, fax +599 9869 5890, [email protected] PERU Swissport GBH Peru, Alberto Huby, General Manager, Av. Elmer Faucett 4800 Callao, Lima, Peru, [email protected], tel. +511 411 6800, fax +511 411 6820 U R U G U AY Swissport Uruguay, Eduardo Carneglia, CEO Carrasco International Airport UY-Montevideo, [email protected] tel. +59 82 600 9784, fax +59 82 600 9254 USA Swissport USA, Erich Bodenmann, President & CEO (for full address pls see Swissport Americas) AV I A T I O N S E C U R I T Y Checkport, Louis Seliner, CEO, P.O. Box, 8058 Zürich-Airport, Switzerland, [email protected], tel.+41 43 812 2467, fax +41 43 321 2874 (Contact for Switzerland, ABV, CPT, DLA, JNB, LOS, NBO, NSI, SSG, PHC) ULD MANAGEMENT Unitpool AG, Philip Hill, Managing Director, Steinackerstrasse 2, 8302 Kloten, Switzerland, [email protected], tel. +41 43 255 4144, fax +41 43 255 4142 SWISSPORT EXECUTIVE AV I A T I O N Swissport International Ltd., Alan George, VP Executive Aviation, P.O. Box, 8058 Zürich-Airport, Switzerland, [email protected], tel. +41 43 812 3980, fax +41 43 321 2874
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