How significant is managing airport facilities? Facility management is unquestionably essential to ensuring that operations at the airport run smoothly. This blog highlights Importance of Airport Facility Management. Airports want to keep their consumers satisfied and retain a favorable brand image by:
- dependable customer service standards
- seamless airport operating flow
- safe and secure environment
- smooth security screening flow
Outsourcing facility management services is an excellent alternative since it reduces the hassles of operating the actual airport as airports deal with the expanding capacity on a regular basis. Additionally, airports focus on company expansion while saving money, improving the customer experience, and saving time.
Expectations of Passengers
Initial impressions are crucial. As a result, a passenger’s pleasure is based on their experience from the moment they arrive at the airport, and they should be able to unwind when checking in, waiting, and boarding. The fundamental criteria for a better customer experience at the airport are quick luggage delivery, easy check-in at the airport terminals, quick security inspections, and clean facilities.
Even though most passengers these days have a boarding card before they get to the airport, people still prefer to come very early for flights, which results in longer wait times at the airport since they are unsure of how long it will actually take to go through the terminal. Before a passenger boards an airplane, the ground experience can be separated into the following sections:
- traveling to the airport
- remaining in the terminal while waiting for security
- going through security checks
- arriving at the gate
Practical check-in facilities improve arrival and departure traffic at the airport. Delays for passengers, airport staff, and airline workers cause disruptions to operations at the airport and for the airline. These airport assistance roles, which help airports and airlines, include:
- Ground and luggage management
- Claim of baggage, recovery, sorting and shifting
- Delivery and boarding the aircraft
- Loading and unloading of cargo and baggage
- Transfer of the luggage
- Support at runway
- Check-in of passengers
- Receiving, loading, and unloading passengers
- Control over passenger transfers
- Management and planning for flights
- Handling of extra baggage and tickets
- Baggage claim, handling of unforeseen circumstances
Along with streamlining arrival and departure processes at the airport, travelers believe cleanliness to be a significant factor (Batra, 2014). The cleanliness of a location, such an airport, is important since it might affect visitors’ initial impressions of the service (Harris &Sachau, 2005) and experience (Pijls&Groen, 2012). As a result, to preserve their appearance, airports need frequent cleaning and upkeep.
An skilled and qualified facilities manager may frequently produce work of higher quality while completing technical and maintenance chores more quickly and effectively. The greatest ways to satisfy travelers’ needs for airport amenities at all times are to outsource the support and cleaning services.
Any big airport has a large number of patrons, the majority of whom are travelers and airline employees. The travelers requested convenient check-in, waiting, and boarding areas. Airlines needed areas for their aircraft, places for passengers and flight staff to stay while on the ground, and facilities for routine maintenance. Space was required by air freight businesses for cargo aircraft. Runways, locations for storing and maintaining aircraft, and areas to unwind while on the ground were all necessary for pilots and the cabin crew.
The airport’s expanding capacity demanded effective operational planning. On-time performance is a key factor in determining how efficiently an airline operates; it is directly tied to customer satisfaction and has a positive correlation with profitability (Dresner and Xu, 1995; Steven et al., 2012; Mellat-Parast et al., 2015) When the ideal medley of people, processes, and technology come together to improve corporate performance, top operational efficiency happens.
Airport personnel productivity will rise because to the safe and tidy environment. Automating everyday operations and administrative duties is essential to helping the airport employees consistently deliver high-quality services. According to a study commissioned by Amadeus Airport, airports can increase operational effectiveness by digitizing operations, doing effective data analytics, and sharing information. Airports must boost non-aeronautical (retail) revenue in addition to providing exceptional passenger experiences and increasing operational efficiency.
A seamless transit experience for travelers through the airport is essential for airports: Every minute a client is in a shopping space and not in a line, their spending grows by 2.5 percent (Boston Consulting Group, 2018). J.D. Power and Associates’ (2010) study demonstrates that travelers spent more money in the terminal the happier they were while at the airport.
By outsourcing facility management, you may draw in and keep loyal customers and employees. By tackling deferred maintenance, energy usage, and sustainability, outsourced facility management may produce long-term cost savings through highly visible airport enhancements and efficiently operating terminal operations. Airports also receive strategic guidance and assistance from the outsourced facility management professionals to monitor daily management tasks in operations, maintenance, technological and systems integration, infrastructure, retail business, and space management.
Safety and Security
Unfortunately, terrorists frequently target airports. Therefore, it is imperative that airports have highly stringent security procedures. By continuously monitoring, testing, and enhancing the security systems, video surveillance system, and other airport equipment, the facilities manager ensures that the airport remains safe and secure. Failure to do so might result in unfavorable circumstances that affect airport operations negatively and result in loss, damage, legal action, and insurance claims.
When traveling by air, the security screening process is seen to be required. The passengers, though, could find it to be a terrible experience. Airport security is one of the least liked elements of flying, according to a poll done by the International Air Transport Association (IATA). Because of this, several airports are attempting to make the process of touching, scanning, and searching through your luggage as pleasant as possible while still being sensitive and courteous to the traveler.
In light of the lengthy lines, airports are also implementing efficient measures to streamline the security screening process. You may gain access to cutting-edge concepts and industry-leading techniques from them by contracting out technical maintenance and security services, which will improve the standard of your facilities and the passenger experience at the airport as a whole. They provide fresh ideas and practical solutions that enhance the traveling experience while reducing expenses, increasing efficiency, and adding value.
Innovation and Technology
Continuous innovation and new technology development are beneficial and required to accomplish high-quality service provision in order to ensure the efficiency and effectiveness of facility management in coordinating demand and supply of airport facilities and services. According to study by Skytrax, becoming a global travel leader entails consistently aiming to advance, invent, and wow. According to a SITA survey, travelers are more content when technology makes it easier for them to navigate airports (SITA Passenger IT Insights, 2019).
The foundation upon which efficient airport operations and excellent passenger experiences are built, according to ACI World Director General Angela Gittens in the Connected Aviation Today, is investment in new and upgraded infrastructure as well as making the most of current infrastructure (Seawright, S, 2019). As a result of advancements in surveillance monitoring technology, operators in several airport departments, including police, customs, fire and medical, luggage, and airport operations, may each view the video feeds from a different PC workstation.
Airports and airlines should be aware that using technology to improve every aspect of the passenger experience, including restroom cleanliness, may increase customer satisfaction. With services ranging from standard passenger support (check-in, ushering, ticketing, etc.) and luggage handling (sorting, transfer, and luggage retrieval) to more specialized features, the facility management firm assists both airports and airlines (escorting, transfers, personal shoppers and personal assistants). Moreover, there are reception services, complete cleaning services, security services, landscaping services, building maintenance and repairs, and energy management services. The facility management firms provide leverage in the services as a seasoned, quality-focused facility services provider to help you accomplish your long-term objectives and provide superior performance.