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In the spotlight: Customer Service

Airports: Budapest & Madrid

Special report: Cargo security

Plus: Airport design & movie matters


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In this issue…





Money talk

Airport World reports on the 3rd Airport Economics & Finance conference in London.

ACI news

Terminal velocity
The opening of a new terminal and Hungary’s EU presidency ensure that 2011 will be a year to remember for Budapest Airport, writes Joe Bates.


Upward trajectory
Jessica Twentyman discovers that with traffi c on the rise and capacity to spare, Madrid-Barajas is ready to realise its huge potential.

It’s all about the customer
Director general, Angela Gittens, refl ects on the Governing Board’s announcement that serving the interests of passengers will be a major focus of ACI’s future work.


Get with the programme
DKMA’s James Ingram explains how ACI’s customer service initiatives are helping airports improve their operational performance and satisfaction ratings.


Squirrels with crayons
Lisa Brown and Richard Walsh report on Boston Logan’s web-based initiatives to communicate with passengers and humanise the airport brand.


Oliver Clark discovers more about the daily events, concerts and numerous art and cultural attractions that help make Incheon Airport one of the most passenger friendly gateways on the planet.

Security with a smile
Sydney Airport’s Grant Woods explains how a new, more collaborative approach to security has helped boost customer satisfaction levels at the Australian gateway.


Take a bow!
Airport World provides a picture review of the 2011 Airport Service Quality (ASQ) awards ceremony in Delhi.

Best buys
A good retail offer can boost customer satisfaction levels, create a favourable impression of an airport and raise revenues, writes Kevin Rozario.

Customer friendly IT
As gateways seek to respond to passenger demands for improvements in the ‘airport experience’, there is clear recognition that the game changer is mobility, writes SITA’s Ilya Gutlin.

Leading the way
Wayfi nding pioneer, Paul Mijksenaar, provides his thoughts on how good signage can reduce the ‘hassle factor’ of air travel and make for a smoother journey for passengers.


Mix and match
How do airports ensure that they have the right mix of F&B brands in the right place, in the right format, at the right time? SSP’s chief marketing offi cer, Rick Stavast, shares his thoughts.

New era of communication
Social media is no longer considered a passing fad, but a novel approach to customer service and a way of providing useful information and assistance to passengers, writes Przemysław Przybylski.



Feature films
Are airports making enough out of being the gateway to famous fi lm set locations? Chris Beanland reports.

Thinking inside the box
What cargo security screening equipment is available today and how is it likely to evolve in the next few years? Saul Wordsworth investigates.

Changing face of Heathrow
The spring 2011 opening of Terminal 5’s second satellite building marks the next major step in the transformation of the world’s busiest international airport, writes Steve West.



Transfer market
Switching a major baggage operation during a terminal move or airport transfer is a massively complex and risky business, writes Ian Kennedy.

On the case
A host of new contracts and the opening of new facilities means that it has been a busy fi rst quarter of 2011 in the baggage handling world, writes Joe Bates.

Asset management
A risk-based approach to property maintenance could allow airports to maximise the lifespan of their real estate portfolio, writes Joanna Pays.


Warning lights
Ken Kaminski reports on the ongoing trials in the US to enhance airfield safety through the installation of runway status lights designed to prevent runway incursions.

Project watch
Notre-Dame-des-Landes Airport.

ACI’s World Business Partners


Environment news


The last word
Swiss philosopher, author and former Heathrow resident, Alain de Botton, talks to Airport World.

ACI forecast

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