airlines.iata.

org

UNRULY PASSENGER
INCIDENTS ON THE RISE?
Enforceable regulations and fresh guidance must
halt the rise in unruly passenger incidents
2023 – 03

CEO Interviews Cathay Group, American Airlines | Safety IATA

Safety Issue Hub | Timatic Automation key to help congestion
Data Net Zero Roadmaps | Noise Balanced Approach to aircraft noise

P01 Cover_Airlines 2023-03_Airlines International.indd 1 07/09/2023 10:13

 SMARTER. CLEANER. GREENER.
P tt & Whit
Pratt Whitney iis committed
itt d tto supporting
ti ththe commercial
aviation industry achieve net zero carbon emissions by 2050.
Getting there will take big ideas, expertise, experience and
hard work, qualities at the core of who we are. To reach net
zero we go beyond – working smarter, cleaner, greener today
for a more sustainable tomorrow.

LEARN MORE AT PRATTWHITNEY.COM/SUSTAINABILITY

IATA.SEPT23_002.indd 2 05/09/2023 09:34

 Airlines.

Contents 2023 – 03

Comment Features
5 Willie Walsh, Director General
The contagion of European passenger
rights for delays and cancellation
35 18 Safety challenges
As an internationally recognized risk
register, the revamped IATA Safety Issue
Hub promises further safety benefits
Digest
10 IATA and industry update 28 Timatic
IATA calls for Sri Lankan aviation Automating and accelerating passenger
blueprint, Improving safety in Africa, processing times are essential to
Aviation accident reports meeting air travel demand

12 Data: In numbers 35 Cabin safety 3

Net zero roadmap How can airlines reduce the rise in
the disruptive behavior of some
CEO Interviews unruly passengers?
14 Positive positioning
Cathay Group Chair Patrick Healy says 40 Noise mitigation
Hong Kong is well positioned to resume Noise remains a significant challenge
its status as a world-class aviation hub for the industry, with a Balanced
Approach by governments needed
22 Reliability and return to profitability
Robert Isom, CEO of American Airlines
says the carrier’s solid performance is
the bedrock for an array of improvements
14 28

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P03 Contents_Airlines 2023-03_Airlines International.indd 3 07/09/2023 10:14

 Flight delays happen.
How you respond is what sets you apart.

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Solutions that transform airline operations | taconnections.com

IATA.SEPT23_004.indd
TA Connections FP.indd 41 05/09/2023
24/08/2023 09:35
10:31
 Willie Walsh: DG Insight

On North American ATM

shortcomings:
“Ottawa and Washington, DC

European passenger need to take ownership of the

issues under their direct control
and lead in resolving them.
Appointing a permanent FAA

rights contagion Administrator would be a first

and major step in urgently
addressing the US aviation/air
traffic control infrastructure
“It should come as no surprise that, nearly two decades after EU261 came constraints, which are hindering 5
airlines from delivering the service
to be, consumers are paying more to cover the cost of compensation, and travelers expect.”
EU studies show no improvement in delays or cancellations. The recent
On $95 million of blocked
failure of air traffic control in the UK is yet another example of why the funds in Ethiopia:
passenger rights system isn’t fit for purpose. Airlines will bear significant “This sends all the wrong signals
sums in care and assistance charges, on top of the costs of disruption to and puts at risk the economic and
social benefits that its global hub
crew and aircraft schedules. But it will cost NATS nothing. The UK’s policy supports Ethiopia’s development
makers should take note. The passenger rights system needs to be with. Ethiopia must follow the
global rules that it benefits from.
rebalanced to be fair for all with effective incentives. It’s time for the government to
work with industry to resolve this
situation quickly.”
“EU 261 will be the model for the United States’ punitive passenger rights
regime. And Canada’s latest innovation on its 261-style regime makes the On European summer
airline guilty until proven innocent. Considering that 93% of Canadian demand:
travelers polled told us that they were satisfied with their last flight, this is “As strong as travel demand has
been, arguably it could be even
a regulatory sledgehammer to crack a nut, and the results will be messy. stronger. Demand is outrunning
We must keep careful watch because governments from Australia to Latin capacity growth. Well documented
problems in the aviation supply
America and the Middle East are all thinking about their own innovations chain mean that many airlines have
in this area, which could be a nightmare for airlines and their passengers.” not taken delivery of all the new,
more environmentally friendly
aircraft they had expected, while
numerous aircraft are parked
awaiting critical spare parts. And,
for the fleet that is in service, some
air navigation service providers
(ANSPs) are failing to deliver the
Willie Walsh requisite capacity and resilience to
IATA Director General meet travel demand.”

airlines.iata.org 2023 – 03 Airlines

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P06-07 Big Picture_Airlines 2023-03_Airlines International.indd 6 07/09/2023 10:20
P06-07 Big Picture_Airlines 2023-03_Airlines International.indd 7
In August, the UK’s National Air Traffic Services’ (NATS) systems failed, forcing
cancellations and delays to flights. Yet airlines had to pay for this fiasco, not NATS. Airlines
cared for customers and untangled disrupted crew and aircraft schedules. The passenger rights
system must be rebalanced so there is greater accountability across the value chain.
The Big Picture

2023 – 03 Airlines
7

07/09/2023 10:21
 Sponsored Feature: FLYR

THE FUTURE
OF MODERN
RETAILING. Alex Mans, FLYR’s
Founder & CEO

TODAY.
Alex Mans, FLYR’s Founder & CEO, explains how FLYR can
exceed traveler expectations, without legacy constraints.

M
any of today’s travel who they want without constraint. course, manage inventory and pricing. This
customers use online The Commerce Engine comprises four equates to massive revenue potential.
travel agencies (OTAs) products: Most importantly, airlines can also
because they can do 1 An Offer Management System for airlines benefit from order management. Mans
everything in one booking. to meet customers in the channel of explains that IATA’s ONE Order standard is
Their hotel, onward transport, and other their choice. a step change in capability.
8 ancillaries are all just a click away. 1 An Order Management System based on “ONE Order is an open standard,
Airlines struggle with this offer flexibility the ONE Order standard. whereas previously this sector operated on
because of the legacy systems and 1 A Product Catalog that enables self- closed standards that connected particular
processes that limit how they can hold, service management of all primary and systems,” he says. “This means you can get
share, and exploit data. third-party product and sales conditions. all your information onto one platform,
“Airlines must transition to the modern 1 New Distribution Capability (NDC) for including customer loyalty. And that is the
offer-order environment,” says Alex Mans, rich-content offer and order key to successful order management.”
FLYR’s Founder & CEO. “It is the only way to orchestration.
meet the needs of today’s traveler. But the Ready for implementation
good news is that the ability to do so is Airlines can therefore keep track of a full FLYR takes clients through from an initial
available now. It is not difficult for any portfolio of offers, including such third-party consultation to full implementation. In
airline, no matter the state of their current products as insurance and rail tickets, and, of 2022, the company acquired Newshore,
systems, to transition to an offer-order a Barcelona-based software business,
platform and thereby reduce costs and
increase revenue.
“Airlines must and Pribas, a German company, both of
which specialize in the practical side of
“The perception is that we are three to transition to modern retailing.
five years out from implementing offer and
order, but that is not true,” he adds. “FLYR
the modern “When FLYR started, we looked
specifically at revenue management and
has offer and order capabilities in place with
major airlines today, with others to be
offer-order optimizing seat sales,” says Mans. “We used
deep learning and artificial intelligence to
announced in the first half of 2024. This is environment. It is suggest pricing, and through this, quickly
happening, and it is happening quickly.
Soon everyone will want to follow, but the
the only way to saw the potential of forecasting across a
range of commercial decisions. This led to
‘go time’ is now.” meet the needs of an involvement in other products and travel

Commerce Engine
today’s traveler” verticals, such as hotels.
“We wanted to make sure our clients
FLYR’s Commerce Engine is designed to Alex Mans, Founder & CEO, could action our insights and fulfill complex
enable airlines to sell what they want to FLYR orders, so we acquired Newshore and

Airlines 2023 – 03 airlines.iata.org

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 FLYR: Sponsored Feature

Pribas to make that a reality. Our vision has

always been to help companies break free
“At FLYR, we use deep learning and AI
of legacy technology, and now we can bring to help airlines turn the data they own
all the relevant elements under one
umbrella and one brand.”
into better commercial decisions and
Airlines still have work to do, and some
departments are ripe for development.
personalized offers to travelers”
Mans reports that, in his experience, Alex Mans, Founder & CEO, FLYR
marketing is in the right mindset and eager
to deploy dynamic offers, while revenue Mans says commercial leaders are more revenue, and satisfied customers—
management and accounting understand beginning to see the value in data these successfully rivaling the best retailers
how new tools will simplify processes. and other systems hold. “Airlines must in the business by giving travelers what
Competing priorities prove that there is be more aggressive about data they own,” they want.”
still work to be done, such as highlighting he concludes. “They have incredible
timely advantages. “The signs are good, opportunities within that data. At FLYR, See how FLYR’s Commerce
though,” says Mans. “For example, we use deep learning and AI to help Engine is making modern
contracts on Passenger Name Record airlines turn the data they own into retailing a practical reality, not
IMAGES: ISTOCK

(PNR) data and Passenger Service Systems better commercial decisions and a future promise. Visit www.
(PSS) are shortening, indicating that personalized offers to travelers. As a flyr.com/airlines/commerce-
changes are coming.” result, airlines experience reduced cost, engine.

airlines.iata.org 2023 – 03 Airlines

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 Digest
IATA calls for Sri Lankan Facilitating Sustainable Growth: “Sri
Lanka’s aviation blueprint needs to
facilitate the sustainable growth of the
aviation blueprint industry and having an updated airport
masterplan is the first step,” said Goh.
IATA urged Sri Lanka to develop our expertise and sharing of industry “As traffic grows, digitalization will
an aviation blueprint to generate greater best practices.” be key... IATA’s One ID and One Record
economic growth and prosperity Aviation has a role to play in 15 of initiatives can help support this.”
through a stronger aviation industry. the 17 UN Sustainable Development
“Aviation connectivity can play a Goals. Trade and tourism rely on Safety: Goh encouraged the
much bigger role in Sri Lanka’s aviation, and this helps to create jobs, government to explore how the IATA
economic development and social alleviate poverty, and generate Operational Safety Audit (IOSA) and
advancement,” said Philip Goh, IATA’s prosperity. In a 2018 IATA study, Sri IATA Safety Audit for Ground
Regional Vice President for Asia Lanka’s aviation sector supported Operations (ISAGO) can be used to
10 Pacific. “But this will not happen by some 700,000 jobs and contributed $8 contribute to greater aviation safety in
chance. Government support will be billion to GDP. This has the potential Sri Lanka.
critical to growing a strong airline to increase to over 1 million jobs
sector and developing Colombo as an contributing nearly $30 billion to the Sustainability: “I am delighted
aviation hub. We urge the government GDP by 2038. that net zero carbon from aviation by
and all industry stakeholders to In his keynote remarks at Aviation 2050 is one of the stated policy goals
collaborate on developing an aviation Day Sri Lanka, organized by IATA and of Sri Lanka’s sustainable aviation
blueprint to strengthen the aviation the Civil Aviation Authority of Sri environment policy, including the
industry’s competitiveness and bring Lanka (CAASL), Goh suggested need to ensure the availability of
greater prosperity to Sri Lanka. And three areas to consider in the sustainable aviation fuels (SAF) in the
IATA stands ready to support through aviation blueprint: country,” said Goh.
IMAGES: ISTOCK

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 Digest

“The accident investigation process is one of

our most important learning tools when building
global safety standards” Willie Walsh, IATA’s Director General

Improving safety in Africa

HONG
IATA is launching the Collaborative the economies and societies of the continent. KONG’S
Aviation Safety Improvement Program (CASIP) “Improving aviation safety will play an AVIATION
FUTURE
to reduce the accident and serious incident rate important role in Africa’s overall development. LOOKS
across Africa as part of the Focus Africa initiative. Safe, efficient, and reliable air connectivity is a BRIGHT
Launch partners in the program are: major driving contribution to the UN’s
The International Civil Aviation Sustainable Development Goals. In that sense, IATA welcomed the
Organization (ICAO) CASIP will make it clear to governments across Hong Kong Special
The African Civil Aviation Commission the continent that aviation must be prioritized Administrative Region
(SAR) government’s
(AFCAC) as an integral part of national development efforts to ease the city’s
The US Federal Aviation Administration strategies. With such broad benefits at stake, labor crunch in the
(FAA) we hope that other parties will be encouraged aviation sector. This
Boeing to join the CASIP effort,” said Willie Walsh, comes as IATA upgraded
passenger traffic
11
The Airlines Association of Southern Africa IATA’s Director General. projections for
(AASA) At government level, a key indicator is effective Hong Kong that now
Together, the CASIP partners will prioritize implementation of ICAO Standards and see a recovery to
pre-crisis levels by the
the most pressing safety concerns on the Recommended Practices (SARPS). Data for 2022
end of 2024.
continent and rally the resources needed to reveals room for improvement with only 28 of 54 “The situation is
address them. The benefits of improving African states reaching an implementation rate looking bright for Hong
aviation safety in Africa will be spread across for ICAO SARPS of 60% or higher. Kong. China’s earlier
than expected reopening
is providing a much-
needed boost to the
passenger recovery. By
ACCIDENT REPORTS ESSENTIAL the end of 2024, we
expect to see Hong
TO IMPROVE SAFETY Kong’s traffic return to
pre-crisis levels. And it
IATA called on governments charge of an accident
is encouraging to see
to live up to longstanding investigation must:
the Hong Kong
international treaty obligations • Submit a preliminary report
government preparing
to publish timely and thorough to the International Civil
for this with measures to
aviation accident reports. Aviation Organization (ICAO)
ensure that the workers
Failure to publish prompt and within 30 days of the accident.
needed to support the
complete accident investigation • Publish the final report, that
recovery are available,”
reports deprives operators, is publicly available, as soon as
said Willie Walsh, IATA’s
equipment manufacturers, possible and within 12 months
Director General.
regulators, infrastructure of the accident.
Although demand for
providers and other concerned • Publish interim statements
air travel has been
stakeholders of critical annually should a final report not
strong, airlines in Hong
information that could make be possible within 12 months.
Kong have been
flying even safer. Only 96 of the 214 accident
struggling with supply
The requirements of the investigations during the period
Aviation accidents: IATA reminds chain issues and a
Convention of International Civil 2018-2022 conform with the
governments to publish thorough and labor shortage.
Aviation (Chicago Convention) requirements of the Chicago timely accident investigation reports
Annex 13 are clear. States in Convention.

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 Data

In numbers NET ZERO ROADMAP

Source for most of the data and charts (unless specified): IATA’s ‘Finance, Net Zero Roadmap’ report

Some small electric aircraft concepts

could require up to 2-3 megawatts
of energy for fast recharging.
In comparison, mid-sized airports today use 30-50 megawatts of power

12

21,200,0
The amount of carbon
aviation must mitigate
to achieve net zero by 2050, assuming business as usual operations

5tn 100m
Achieving net
tonnes
Aviation could require
zero by 2050 100 million tonnes of
could cost up green hydrogen by 2050,
to $5 trillion or roughly today’s total production,
$180bn every year 99% of which isn’t green

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 Data

87 hydrogen fuel cell and gas turbine

patents filed in 2020, up from 22 in 2011
2023
SAF production and blending capacity scale-up

New SAF pathways become

2030 2035 2040 2045 2050

commercially available: SAF production and blending capacity SAF production

reaches 24 Mt/y exceeds 400 Mt/y
FT and AtJ
SAF & CO2

NET ZERO
SAF production and
capture blending capacity
reaches 100 Mt/y
infrastructure
CO 2 capture capacity CO 2 capture capacity
reaches 2 Mt/y excedes 700 Mt/y

CO2
CO 2 capture capacity
reaches 100 Mt/y

Hydrogen for SAF and

propulsion exceeds 80 Mt
Green hydrogen scale-up for pure use and for SAF

00,000 Getting to net-zero aviation – a bottom-up roadmap approach

Aviation CO2 emissions (in million tonnes) in 2050 (Source: IATA Sustainability and Economics)
tonnes
13

Baseline

Efficiency
improvements

Hydrogen

Operations
2050

7%
SAF
By 2050,
Carbon removals technological
0 500 1.000 1.500 2.000 improvements
The top bar in the chart above shows the baseline CO2 emissions projected for 2050. The in aircraft could
subsequent bars show the abatement contribution of each specific technology or improvement
which together can bring aviation’s CO2 emissions to net-zero in 2050.
The black lines represent the range of uncertainty around the estimates, pertaining to factors
reduce inflight energy by
including the timing and speed of implementation, the impact of policy initiatives, and the
availability of finance. Accelerating technology development and SAF scale-up beyond current
about 7%, lowering the
expectations could lead to higher-than-anticipated CO2 emission reductions, but equally, any
delay in deployment would result in higher residual emissions in 2050. projected total use from 27 to 25
Aviation is currently responsible for approximately 2.4% of global CO2 emissions. Without action,
those emissions are estimated to reach around 2 gigatons by 2050. exajoules (in 2019 it was 13 EJ)

airlines.iata.org 2023 – 03 Airlines

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 CEO Interview

Positive positioning
Patrick Healy, Cathay Group Chair, believes Hong Kong is well-positioned
to resume its status as a world-class aviation hub.
WORDS: GRAHAM NEWTON

C
ompared with the majority
of the world’s airlines, Cathay
Group was hit worse by the
effects of the pandemic, with
almost three full years of
COVID-19 affecting its operations.
14
Is the airline on course to fully recover from
the pandemic?
Hong Kong and the Chinese Mainland opened
again in January 2023 and by March we had
exceeded 50% of pre-pandemic traffic levels as
a Group. By the end of the year, we aim to
achieve 70% of 2019 levels, with more than 80
destinations served. We anticipate a full
recovery in 2024.
We’re very confident in our product too,
both in the cabin and on land. Our goal
remains to be the best service brand in the
business and that means having the best cabin
and lounges.
Of course, there are challenges. The
re-certification of staff is one. We had crew
quarantining at home after every roster as late
as September 2022. Getting everybody
re-certified and getting all the aircraft ready to
fly again has been difficult. But the downtime
meant we could make sure our planning was Hong Kong and the Chinese Mainland opened
good and we are seeing the benefits of that later than anybody, even in Asia-Pacific. So,
with an accelerated recovery. yes, our market presence was affected. Our
competitors were up and running 12 months
How have the prolonged travel restrictions earlier than us.
affected you? Do you feel you’ve lost But the main point is that our recovery is
presence in overseas markets, for example? faster than most. The lost time is being

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 CEO Interview

“Our potential
for future growth
is enormous. 15

There is central
government
support for Hong
Kong as a global
aviation hub”
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 CEO Interview

compensated for by a speedier rebound that When that crystal-clear strategy is combined
will see us achieve a higher base than we had with the opportunities provided by the Greater
pre-pandemic. Bay Area and the improvements at Hong Kong
Moreover, our potential for future growth is International Airport (HKIA), Cathay has a
enormous. There is central government really exciting future.
support for Hong Kong as a global aviation hub
and they are developing the Guangdong-Hong Cargo was a How does HK Express fit into your strategy?
Kong-Macao Greater Bay Area too. life saver The low-cost carrier (LCC) sector in Hong
That means the center of gravity will shift
from Hong Kong, with a population of 7
and critical Kong is underdeveloped compared with other
parts of Asia. There will certainly be major
million to the Greater Bay Area, with a to our survival growth in this market segment, and we will
population of 87 million. That’s more than a during the have first mover advantage. HK Express is still
10-fold increase in our catchment area. a small operation at the moment, but we are
Ultimately, all these areas will be connected
pandemic determined to press home our advantage.
seamlessly so it will be easy to get on a train in We have done a lot of work on the two brands
Guangdong and fly from Hong Kong on Cathay and potential strategies, and we decided to keep
Pacific or HK Express. them as separate as possible. You cannot have a
We have a strategy to maximize these genuine LCC and merge it with a premium,
16 opportunities based on: full-service airline like Cathay Pacific. But if HK
Premium travel with Cathay Pacific Express sees possible synergies, then we will act
Low-cost travel with HK Express on that. The point is that the LCC must be the
Cargo driver for any interaction. HK Express can pull
Lifestyle products. but Cathay Pacific can’t push.

Are the developments at HKIA enough for

your future strategy?
HKIA was smart during the pandemic and used
the time to test and implement new
technologies. There is now facial recognition
at check-in, for example. Most importantly, we
will have the third runway operational at the
end of next year.
So, by December 2024, Cathay will be fully
recovered, with a state-of-the-art airport and a
three-runway facility.

By the end of How important has cargo been to your

the year, we aim overall business?
to achieve 70% Cargo was a life saver and critical to our
of 2019 levels, survival during the pandemic. Many airlines
would probably say the same about their
with more than cargo operations.
80 destinations The best thing about our cargo team was the
served. We speed with which it adapted to the new reality.
anticipate a full Even in a highly regulated environment it was
recovery in 2024 remarkably agile. It had preighters, it safely

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 CEO Interview

carried huge shipments of sensitive vaccines, and

it stepped up to the demands of e-commerce.
Remember, supply chains were severely
disrupted too, so the network was constantly
being adjusted. Despite all this, the sector
maximized its opportunities.

What work are you doing in sustainable

aviation fuels?
It is imperative that aviation comes together to
address the net-zero carbon emissions
challenge. And sustainable aviation fuels (SAF)
will play the largest role in our efforts. New
technologies, such as hydrogen, are exciting,
but they won’t be common before 2050.
We made an investment in a SAF production
company back in 2014 and that will help us get
to 2% uptake by 2030. We want to achieve 10%
uptake by 2030 but that will take a sizeable 17
increase in SAF supply.
Any government that aspires to have major
aviation hubs must move quickly to support
SAF uptake. The issue is supply, not demand.
87 million
The center of gravity will shift from Hong
Airlines have made big commitments as Kong, with a population of 7 million, to the
evidenced by the number of forward Greater Bay Area, with a population of 87 million
purchases. This is despite the fact that we
know there is extra cost involved. At Cathay,
we will pay that premium as long as there is a
level playing field. There has to be parity in the
cost of SAF to encourage uptake.
“Our recovery It is changing. Although this is a specialist
industry and people who have that expertise
At the moment, supply is good on the US is faster than will always be important in terms of future
west coast because they have the right most. The lost leadership, a fresh pair of eyes has become
regulatory and incentive framework. That increasingly important. You need to reflect
doesn’t need to be replicated exactly—every
time is being customer requirements and there will be new
country will have a different suite of solutions— compensated travelers in the years ahead with different
but it does show the value of supportive
policies. Governments must provide the right
for by a needs and attitudes.
The positive thing is that this naturally leads
structure for SAF production at scale. speedier to diversity in leadership. Having a breadth of
I don’t object to mandates in principle but rebound that views and diverse management teams will
a mandate without supply is simply a cost, generate the leaders that this industry needs
for airlines and consumers. It delivers nothing
will see us going forward.
for the environment. We must focus on the achieve a Of course, there are some business
supply issue first. higher base fundamentals that are not changing. You must
be customer-centric, relentlessly focused on
What qualities are required to lead a modern
than we had costs, keep your people engaged, and pursue
airline? Is the skillset changing? pre-pandemic” excellence in operations.

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 Safety challenges

IATA Safety
Issue Hub
promises
further safety
benefits
18

M
ark Vincent, IATA’s Head
of Safety Risk and Quality
Assurance says the Hub has
long provided value as a risk
register. “It is a self-service
digital platform where members get access
to information regarding global aviation
safety issues, risk assessments, and mitigation
guidance material,” he informs. “A world
map highlights particular safety challenges
according to location. For each challenge,
there is a description of the risk and the links
to guidance material and other information
The IATA Safety that will help manage that risk.”
Issue Hub has Vincent stresses that the safety challenges
are not related to specific airlines—all such
been revamped to details are anonymized—but rather the
further enhance its information comes from various audits and
effectiveness as an programs, including the datasets controlled
and analyzed by IATA.
internationally Benefits of the IATA Safety Issue Hub include:
recognized repository Access to a comprehensive knowledge
of aviation hazards. repository that promotes well-informed
decisions regarding safety.
WORDS: GRAHAM NEWTON The ability to prioritize safety improvement

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 Safety challenges

programs according to operational scope,

including targeted mitigation strategies.
“The IATA Safety Issue Hub will
Collaboration among IATA members, become a one-stop-shop for industry
industry organizations, and regulators. safety information and initiatives”
Mark Vincent, IATA’s Head of Safety Risk and Quality Assurance
Hub upgrades
Following the upgrades, however, the Hub is
moving into a new phase. Users are now able Real-time conversations
to filter by key risk areas, such as controlled Vincent says that getting more input into the
flight into terrain, to help research safety Hub will be vital and determine its level of
programs. Filtering by domain—airworthiness success. “We can take the information we have
or maintenance, for example—is also possible. and provide the big picture, but we need all
This streamlines the effectiveness of the industry partners, including airports and air
platform and avoids users having to search navigation service providers, to contribute and
through reams of information. help complete the picture. An issue at an airport
“The purpose is to support airlines in might be more easily identified and we could
maturing and supplementing their safety then influence the necessary changes.
management systems and to provide an “We do get some input already but there is
overview of global risk,” says Vincent. an opportunity to do so much more,” he adds. 19
“The IATA Safety Issue Hub will become a “We can dig deep into particular issues and
one-stop-shop for industry safety information identify notable trends in the ICAO Standards
and initiatives.” and Recommended Practices.” Use the QR
The Hub upgrades will also assist in the To support the call for greater input into the code below
ongoing transformation of the IATA Safety Issue Hub, the web-based platform will to take
Operational Safety Audit (IOSA) to a risk- remain publicly accessible and free of charge for you directly
based model. Regional issues and needs will the foreseeable future. Potential improvements to IATA’s
IMAGES: GETTY/ISTOCK

be better understood and allow audits to be to safety should never be placed out of reach
targeted correctly. Airlines in Africa will have financially or otherwise, especially for those
Safety Issue
different concerns to US carriers, for example. airlines still maturing their safety management Hub, where
This can be refined even further to focus on a systems, says Vincent. Everything on the members are
particular destination or topic. platform is completely transparent to encourage encouraged
the sharing of safety data. to contribute
Ultimately, the longer-term aim is to to the Hub
Regional issues transform the Safety Issue Hub into a safety
community where real-time conversations can
by sharing
and needs any identified
take place and all airlines can take advantage
issues
will be better of the expertise on offer.
“The IATA Safety Issue Hub is of benefit to
understood and the entire aviation value chain,” Vincent says.
allow audits to be targeted “Risk is often identified and managed in silos.
correctly. Airlines in The upgrades to the Hub will change this and
allow the industry to collectively design safety
Africa will have different improvement programs to effectively mitigate
concerns to US carriers operational risks.”

airlines.iata.org 2023 – 03 Airlines

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 Sponsored Feature: Venari Partners

BEING SUCCESSFUL
IN THE WORLD’S
BIGGEST TEAM
Anko van der Werff, CEO, SAS, discusses the
Anko van der Werff,
CEO, SAS

importance of creating the right company culture.

20

A
viation staffing issues as the honest and transparent about the the cash. The airline is going through a
recovery nears completion personnel challenges ahead. restructuring and is not yet profitable.
are well documented. During Moreover, it still operating under state aid
the pandemic, the industry Industry experience rules meaning its hands are tied when it
lost huge numbers of skilled For many, in these cost-conscious times, comes to salary adjustments and bonuses.
personnel from a workforce that was renumeration is all important. “Staff had to “Airlines are at different stages of
already on the lean side. Demand for air take pay cuts, forego bonuses, or go on recovery, some have state aid rules, and
travel has picked up faster than expected furlough when the pandemic hit,” says van others have more financial flexibility,” says
and so the staffing shortfall has become der Werff. “And now, air travel demand has van der Werff. “It means there will be plenty
pronounced. returned to pre-pandemic levels, inflation is of movement within the industry.”
But Anko van der Werff, CEO, SAS, high, but industry salaries are not moving The SAS CEO says aviation experience is
doesn’t believe there are structural issues. upward. That is asking a lot of existing or still crucial. The airline’s last three senior
“The industry just needs to find it mojo new staff.” management recruits all have extensive
again,” he says. “It needs to remind existing As is the case with many airlines, industry skills and knowledge.
staff and potential recruits that this is an however, SAS is not in a position to splash The search is on for a new SAS Head of
innovative, groundbreaking, global industry.
The pandemic was rough on everybody,
and aviation staff were stressed. We were
“There are simply not enough
ramping up, ramping down again. It was airline people, so you have to look
really tough.”
For van der Werff, the key is to create a
at other sectors. Airlines previously
culture that addresses the difficulties of the under-recruited and so the only
past few years and those employees that
endured them while also appealing to
way forward is outside hires”
potential talent. Doing so means being Anko van der Werff, CEO, SAS

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 Venari Partners: Sponsored Feature

“Our management
team at SAS, male
and female, have
worked all over the
world and that is
crucial to fostering
diverse thinking”
Anko van der Werff, CEO, SAS 21

Maintenance and experience and the ability a question is okay. That helps make an must pull in the same direction. It will
to instantly command respect are essential, airline more customer focused. take time to achieve but van der
according to van der Werff. “We have a lot Specialists can sometimes Werff says that culture starts
of work to do and taking the time to explain get lost in technicalities at the top and flows down.
the nuances of the industry is often a luxury and it is always good to “I like to walk around
we can’t afford,” he admits. “If we need to be reminded of the big and see what is
recruit in revenue management, we need picture.” happening,” he explains.
someone who understands airline revenue Outside hires also “I am genuinely curious,
management.” promote diversity. In and I think that is an
Nevertheless, van der Werff accepts that Scandinavia, diversity is important trait for a
the industry need for staff is such that established but, even so, CEO. It leads to
outside hires are inevitable. “There are just 5% of SAS pilots are transparency and honesty.
simply not enough airline people, so you female. “We must do better, Staff can voice concerns and I
have to look at other sectors,” he says. but it is diversity of thought and can share those concerns and
“Airlines previously under-recruited and so opinion that is most important. Our engage with them.
the only way forward is outside hires.” management team at SAS, male and “But, of course, I cannot de-ice or
Fortunately, there are sector-agnostic female, have worked all over the world and push-back. So, I am not the most important
functions, in finance or commercial, for that is crucial to fostering diverse thinking.” person in the airline. The truth is that
example. And although matching salary aviation is the biggest team sport there is.
levels in other industries is hard, van der Creating a culture And we all must play our role to make the
Werff says recruiting from other industries The SAS CEO accepts it is his job to create team successful.
does have some benefits. “It brings fresh a uniform culture out of this diversity. SAS “I think SAS and the industry have a lot to
IMAGES: SAS AB

perspectives and that is a good thing when does regular staff surveys and engagement be optimistic about,” he concludes. “We’ve
it is balanced against industry knowledge,” is close to an all-time high. All staff, had a difficult few years, but I’m really
he says. “It facilitates a culture where asking whether experienced or and new recruits, positive about the future.”

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 CEO Interview

“Prior to the
pandemic,
DFW had over
900 American
Airlines
departures
every day and
it will be back
there before
too long and go
even higher”

22

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 CEO Interview

Reliability and
a return to
profitability
Robert Isom, CEO, American Airlines, tells Perry Flint
that the carrier’s solid operational performance
is the bedrock for an array of improvements.
WORDS: PERRY FLINT
23

F
rom a leader in its use of We’ve made great progress on strengthening
sustainable aviation fuels to our balance sheet and the team is coming
striving to be an industry leader together to deliver every day for our customers.
in diversity, American Airlines So, I feel really good about where we are.
is looking forward to continuing
its profitability, increasing customers, and Can you discuss your hub structure?
improving the travel experience. Our hubs are the most critical aspect of our
operation. One of the great things about
What are the airline’s priorities for 2023? American is that we offer more origins and
The pandemic was a tough period, but I felt we destinations than any other airline. We go
did all the right things to prepare for demand from small cities to big cities to international
coming back—and we knew it would. destinations. When you add our partners into
Our focus has been on running a reliable the mix, through oneworld and our joint
airline and getting back to profitability, and business partners and other relationships, we
ultimately rebuilding and enhancing our balance have the best network in the world.
sheet, which means reducing leverage. And I And this network is anchored by really large
think we have done a lot of great work so far. hubs, Dallas-Fort Worth (DFW) being the
From an operations perspective, we’ve never largest. Prior to the pandemic, DFW had over
had a stronger start to a summer, and we’re 900 American Airlines departures every day and
coming off some of the most successful it will be back there before too long and go even
quarters we’ve ever had. From a financial higher. It’s facilitated by the new investment
perspective, we returned to profitability last we’re making at DFW: a nearly $5 billion
year. We’ve had four consecutive quarters of investment over the next 10 years, which will
profitability and we anticipate another one include major modernization and gate expansion
coming up [second quarter of 2023]. projects that will give us the capacity to grow.

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 CEO Interview

We’re fortunate to have our biggest hubs How does the New Distribution Capability
located in the fastest growing regions in the fit into this?
United States, both in terms of the local This is about being able to offer a modern
economies and the population. In this respect, airline retailing experience. In all respects,
DFW is joined by Charlotte, Phoenix, Miami, NDC is enabling us to deliver what customers
and by the northern hubs in Philadelphia, New want when they want it and how they want to
York, Washington, and Chicago—and Los receive it.
Angeles as well. We’re making a big investment
in Charlotte too because we see a world where How are disruptions in the aviation supply chain
Charlotte grows considerably. We’re starting affecting your capacity and schedule planning?
with some improvements on the tarmac— Airlines are no different from any other industry.

24
there’s a new dual taxiway and we’re breaking
ground on a new runway.
And at Ronald Reagan Washington National
Airport in Washington DC, we have worked
very closely with the Metropolitan Washington
Airports Authority to produce one of our best
terminals from a passenger perspective, in terms
of flow and amenities. The new Admirals Club
lounge there is something to behold. And that’s
in addition to the work at New York JFK, where
1,500 We had to come out of the pandemic in quick
order and it’s taking time to catch up. In 2021
and 2022, we had to make sure we were staffed
appropriately for the level of operations we
wanted to achieve. We studied 2022 extensively,
especially during the summer, to make sure we
could meet customer expectations. As
mentioned, the aim is to run a reliable airline.
I have great confidence we can do that, but
we must size the airline according to our
we’ve looked at Terminal 8 in a completely resources. That includes aircraft and engines,
different way with our oneworld partners, which are the biggest pipes in the supply chain.
including British Airways. We completely But getting aircraft delivered on schedule
redesigned some aspects of T8, including the hasn’t happened for some time. So, we have
check-in area and a new baggage system. had to build more buffer into our systems.
In fact, there are development projects going We’ve also had issues with catering, fuelers,
on just about everywhere we operate. That’s a and airport services. But we’ve worked with
testament to the demand for our network and everybody, including government agencies,
we are investing in ways that are really going to and we’ve sized our operations appropriately.
make a difference. We put out a capacity plan at the start of the
year and we’re flying that. But that’s not
Why have you decided to be a leader in because the supply chain has worked, it’s
changing the approach to corporate travel? because we built in buffers.
We want to meet customers where they want There was also a constraint with the supply
to shop and do business. We have to be able to of pilots, but we’ve seen a great improvement
offer the full range of products and services to there. We took the initiative because we
our customers and the only way to do that is to weren’t attracting enough aspiring aviators
ensure that the technology and tools are We will hire into the business. Last year. we significantly
accessible. We have made bold moves and some 1,500 pilots increased the salaries for pilots at our wholly
though it’s still early days, we can already see owned regional carriers. That has benefited
that it’s paying off. Our customers are certainly
this year and regional airlines in the short term and also
benefiting—we’ve never seen so many who that will help us created a supply of pilots that will feed into
transact directly with American. No doubt it achieve about a mainline operations. We will hire some 1,500
has taken time and investment, but customers 5%-8% capacity pilots this year and that will help us achieve
are better served. growth over 2022 about a 5%-8% capacity growth over 2022. And

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 CEO Interview

we’re working closely with our colleagues in Can you discuss the importance of diversity
government on ensuring, for example, there to American and the industry?
are enough air traffic controllers. We have efforts underway on all fronts. We’re
a people business. American serves 600,000
You are committed to using 10% sustainable customers a day. Just at the mainline we have
aviation fuels by 2030. Can you hit this target 120,000 people who serve those customers. So,
and the other sustainability goals? “We’ve our team covers every race, nationality,
We received the Eco-Airline of the Year award made great religion and much more.
from Air Transport World in June. I’m proud of
that; it comes from a very broad effort in terms
progress on Diversity, equity and inclusion is
foundational. It’s something we constantly
of sustainability. One way to reduce carbon strengthening strive to embed it into the fabric of who we are
emissions is to fly a newer, more fuel-efficient our balance because it is essential to carrying out our
fleet. Each new generation of engines saves mission. We’re going to lead the industry. This
about 15% fuel burn. We’ve spent almost $30
sheet and the is going to be a place for all generations, races,
billion over the past 5-8 years in capital. team is coming ethnicities, genders, sexual orientations.
Then you have to think about what you put together to Everyone needs to feel welcome.
in the engines. We are a leader in using
sustainable aviation fuels (SAF). We’ve deliver every What is your view on creeping US reregulation?
committed to purchase more than 620 million day for our First, I’d like to thank Secretary of 25
gallons of SAF, including 500 million gallons
from Gevo over the next five years, to work
customers” Transportation [Pete] Buttigieg for his
partnership and engagement with our industry.
towards our goal of replacing 10% of our fuel We’re an industry that the country depends
with SAF in 2030. We will need these partners on, and at the end of the day, we need to serve
to be able to develop and scale their operations our customers well.
over the next few years to meet our We have a vested interest in serving our
commitments. We also worked with Congress customers in a way that they feel appreciated,
on the new federal blenders tax credit and the they get value for their money, and they are
State of Illinois to get a tax credit. Other states transported safely. We take that very seriously.
are also considering SAF tax credits, and we We already have the motivation to do that
will continue to advocate for policies that will because that is our business. Our goal is to
support more SAF production. care for the customer.
We also joined Breakthrough Energy We’ll continue to work with the
Catalyst as an anchor partner, committing Administration, but when there are
$100 million. Breakthrough works with a disruptions, they are usually related to
number of other leading companies to address weather. And weather is just another word for
and accelerate climate saving technologies safety. And there is an overriding obligation
including SAF, green hydrogen, long duration to ensure airline customers are safe.
energy storage, and direct energy capture.
We won’t achieve net zero on our own. American serves What keeps you up at night?
Industry needs to double down on investment 600,000 customers I sleep well! And that’s because I have
in SAF production, and find ways to become 120,000 team members along with me. We
more efficient in aircraft routings. That will
a day. Just at have exceptional talent at every level. They
require more work in Washington on air traffic the mainline we take their responsibilities very seriously. So,
control modernization to make use of the full have 120,000 I know that when I go to sleep, I’ve got people
capabilities of our aircraft. I’m proud of where people who serve who are making sure the right things happen
we are but there is a lot more to come. those customers at American.

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 Sponsored Feature: CPK

ENHANCING
THE PASSENGER
EXPERIENCE AT CPK Poland’s new airport will encompass a wide range of
innovation to appeal to a diversity of customers.

26

C
entralny Port Komunikacyjny Overall, CPK’s new airport hub promises access, being both a destination and an
(CPK) is set to build a to revolutionize air travel, providing a attractive transfer location where all
state-of-the-art airport hub world-class gateway for travelers from transport modes meet. The aim is to
from scratch, promising a around the globe no matter what their provide a true multimodal passenger
seamless and enjoyable requirements. journey, giving customers choice and
passenger experience. improving sustainability.
Drawing on the proven success of the Multimodal experience CPK intends to focus on providing its
world’s leading airports, CPK is dedicated to Since the passenger experience begins passengers with a pleasant ambience
delivering the highest standards of services much earlier than the airport entrance, the created by natural lighting, green spaces,
from the outset of a traveler’s journey. This CPK project aims to ensure easy airport and services and amenities that focus on
innovative greenfield project offers a
significant advantage over established
airports, as CPK has the unique opportunity To support a positive passenger
to design and implement a cutting-edge
airport interior layout that prioritizes the
experience, CPK aims to introduce
passenger experience. Additionally, modern digital signs, biometric solutions,
retail channels and technology will be
seamlessly integrated to enhance and
mobile applications, information kiosks,
support all operations. and smart shopping opportunities
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 CPK: Sponsored Feature

27

the unique needs of the traveler. This will all requirements and concerns, experience, for example, CPK aims
be underpinned by a human touch created including dedicated security to introduce digital signs,
by a professional and hospitable staff. control lanes for passengers biometric solutions, mobile
Good wayfinding also reduces passenger with disabilities and their applications, information
stress and therefore, to enhance the families, children’s play kiosks, Wi-Fi
experience, CPK intends to implement areas and nursing infrastructure, and smart
process-oriented shapes and structures stations, quiet zones, pet shopping opportunities.
within its buildings that promote natural relief areas, workspaces, The use of different
wayfinding. Another aspect will be prayer rooms, and VIP kinds of systems should
minimizing the number of level and services with business allow an optimized queuing
direction changes, as well as the walking lounges. time, not to mention light and
distances. To support this, CPK plans to temperature control, which will
IMAGES: ISTOCK/SHUTTERSTOCK

implement clear signage systems, with Optimization facilitate the passenger experience, and
moving walkways and services to assist Technology is playing an increasingly vital make the journey through the airport as
those passengers with health conditions or role in modern travel, and CPK will therefore seamless and pleasant as possible.
other impairments. ensure it is at the heart of the passenger
As different types of travelers have journey and make it one of the key For more information on the
different needs, CPK aims to provide an components in the gateway’s construction. new transport hub:
infrastructure that addresses all possible To support a positive passenger Visit https://www.cpk.pl/en/

airlines.iata.org 2023 – 03 Airlines

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 Timatic

Automation the
key to easing
airport congestion
T
Automating he recovery from the pandemic agents are for identification, access control,
28 is almost complete with some and travel documentation checks, such as
and accelerating 4.4 billion passengers expected confirmation of a visa,” says Alan Murray
passenger to fly in 2023. International Hayden, IATA’s Director, Airlines, Airports
processing traffic has increased from a and Security Operational and Compliance
standstill in April 2020 to reach about 84% Solutions. “But many of these procedures
times are of 2019 levels. can all be pushed off airport through a
essential to With passenger numbers expected to double combination of Timatic and contactless travel
meeting air by 2040, the focus has once again turned to as stipulated by IATA’s One ID initiative.”
aviation infrastructure on the ground. Already,
travel demand. in summer 2022 there were issues with Timatic
WORDS: congestion at key nodes in the air transport Timatic is integrated in almost all airline
GRAHAM NEWTON network. Both London Heathrow and departure control systems as part of their
Amsterdam Schiphol were forced to limit check-in process, making it an essential
flights, for example. In fact, the majority of the element in speeding up passenger processing
top 100 airports are expected to be capacity- times and improving throughput.
constrained by 2030. Timatic is a one-stop verification platform
With new airports few and far between, that enables airlines to confirm whether a
especially in mission-critical cities, the passenger is eligible to fly. Pre-pandemic
industry’s only option to accommodate more than 700 million passengers per year
demand is greatly improving passenger had their passport details, visa requirements,
facilitation through the existing airport and other travel-related documentation
footprint. Automating manual processes and checked by Timatic.
even moving them off airport will be integral Typically, about 85% of passengers are
IMAGES: ISTOCK

to the success of this initiative. green-lighted for travel with various issues
“The main reasons passengers need be red-flagging the remaining 15%. And the whole
checked by airline, airport, and border control process is virtually instantaneous, from the

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 Timatic

latest government requirements being

inputted to the outcomes of passenger checks.
As robust as Timatic is—and Murray Hayden
draws attention to the enormous value it
provided during the pandemic when rules
could change on an hourly basis—IATA is
rolling out an upgraded version as of January
1, 2024, with migration to this platform to be “We need to focus on the
completed by December 31, 2024.
The new version of Timatic AutoCheck will
passenger experience and
deliver an improved passenger experience, operational efficiency”
more efficient operations, and reduced costs. Alan Murray Hayden, IATA’s Director,
“Before, a passenger trying to check-in Airlines, Airports and Security
Operational and Compliance Solutions
online might just have received a note asking
them to see an agent,” explains Murray
Hayden. “There would have been no Queues and repetitive documentation
explanation, and the situation would have to checks will be consigned to the history books.
be resolved at a counter just prior to the flight, One ID will also enable significant cost
The new causing queues and anxiety. savings for airlines and free up staff for 29
version of “Now, a passenger will get explicit
information about a problem in clear,
value-added services, bringing further
commercial opportunities. And governments
Timatic conversational language and they will have the will benefit from strengthened border control
AutoCheck ability to upload a visa or other details that will thanks to pre-travel, quality data.
allow them to pursue an automated process.”
will deliver In turn, check-in staff are freed up to deliver One ID principles include:
an improved more value-added services and there is less a paperless process
passenger likelihood of mistakes being made due to time passengers retain control of their
pressure. Airlines avoid costly fines as a result. personal data
experience, ensuring verifying parties request only
more Contactless travel the minimum data required to complete
efficient Contactless travel, encapsulated by IATA’s
One ID initiative, is the second crucial element
the transaction
a secure peer-to-peer exchange without
operations, in facilitating increased passenger throughput any third-party intermediaries
and reduced and processing speed without expanding the the ability to opt out of the One ID process
airport footprint. and choose traditional manual processing.
costs One ID will bring multiple benefits to all
stakeholders. Passengers will have a much- Together with Timatic, contactless travel
improved travel experience and no longer need will supply the industry with the tools to meet
to juggle between different documents. By air travel demand.
having the opportunity to share the minimum “We need to focus on the passenger
data necessary with airlines, airports, and experience and operational efficiency,”
governments prior to departure, passengers concludes Murray Hayden. “We can do both
can arrive at the airport ready to fly and can and a revamped Timatic and contactless
pass all airline touchpoints using biometrics. travel will provide us with the opportunity.”

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 Sponsored Feature: Sharp/NEC Display Solutions

PAINTING
Simon Hayes,
Director of Transportation,
Sharp/NEC Display
Solutions Europe

THE DIGITAL
CANVAS
dvLED—Direct View LED—technology is set to
transform the airport experience for passengers.

A
viation is continuing its digital signage along the entire
rapid recovery following passenger journey.
30 the pandemic, with some Customers have become used to detailed
airports already exceeding flight information display systems (FIDS)
2019 traffic levels. regularly updating information in clear text.
And even though financial and staff But there is far more potential for digital
resources are depleted following some displays, says Simon Hayes, Director of
tough years, the need to deliver a Transportation at Sharp/NEC Display
seamless, efficient experience for the Solutions Europe.
passenger is unabated. Customers now “They might display wayfinding directions
expect to pass from ‘curb to gate’ with to drive efficiency, for example,” he notes.
their personal device providing all the “Airports have become far more expensive
travel documentation they need. to run and the effective use of digital
Through the integration of biometrics displays can optimize staff allocation and with advertising space generating much
and artificial intelligence (AI) improve the flow of passengers through the needed revenue streams. Additionally,
technologies, operators can deliver a terminal. By incorporating AI, content along screens could show relaxing or uplifting
fully unified experience incorporating the journey can be adapted to meet the images simply to improve the ambience and
needs of a specific group of passengers, help to reduce potential anxiety as
such as delivering customised information passengers await their flight.”
to specifically target passengers off a flight
that has just landed. Preferred solution
“Airports are destinations in their own Direct View LED (dvLED) technology is
right,” he continues. “That means we are becoming the preferred solution for
going beyond display screen provision for multi-purpose digital signage throughout
critical information, to creating digital the airport.
experiences. And those experiences are a dvLED is light, scalable to vast
blank canvas for the airport. proportions, and provides excellent image
“Every airport, large or small, has blank quality in contrast and brightness—
or empty space that could be turned into a essential in light-flooded terminals. It is also
dynamic, profitable digital environment highly reliable. Sharp/NEC uses an extremely

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 Sharp/NEC Display Solutions: Sponsored Feature

31

“Airports are destinations in their own right. That

means we are going beyond display screen provision for
critical information, to creating digital experiences”
high-grade chipset that will perform 24/7, and the airport operator can quickly reap To preserve airports from much of the
every day of the year for up to 10 years the financial rewards,” says Hayes. hard work, Sharp/NEC evaluates and
with a service program in place. Airports pre-tests the compatibility of its screens
operate continuously, they are mission Partnerships are vital wherever possible. Ultimately, all displays
critical, and digital displays need to match Wherever there’s a display, there must be must be interoperable across multiple
this performance level expectation. content. This is where Sharp/NEC’s close platforms providing a variety of content.
Moreover, every screen can deliver a collaboration with an airport operational Different power and computing levels are
speedy return on investment if monetized database (AODB), content management an integral part of the digital display
for advertising purposes. “Brand owners system (CMS), and computing hardware equation too. FIDS require minimal
benefit from an exceptional advertising partners ensures content display is computing power, but high-end advertising
medium with endless audience potential, optimized and properly integrated. graphics and control room systems are

airlines.iata.org 2023 – 03 Airlines

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 Sponsored Feature: Sharp/NEC Display Solutions

much more demanding. Sharp/NEC

employs an integrated approach based on
Intel®SDM-L or Raspberry Pi so an airport
can choose the right computing power for
the application.
New systems and increasingly large
amounts of data will demand ever more
powerful computing and Sharp/NEC, “There will be plenty of innovation
alongside its partners, is constantly evolving
to keep pace. “We are not just providing
ahead which is where Sharp/NEC’s
our hardware,” says Hayes. “It’s more than
that. We are part of a proven ecosystem
modular approach appeals—
where we have over 20 years of experience focusing on a lifecycle that can
designing and engineering solutions for
these environments.
adapt with technology evolution”
“Our display hardware is engineered with
an open modular intelligence design,” he components of its displays, which is 100% vulnerabilities from attack, whether
32 adds. “Our clients enjoy the same reliability recyclable, contributing to the circular malicious or simply inappropriate. Should
across any environment, benefiting from economy. Metal is also robust, heat resistant FIDS be disrupted, the confusion in the
the most appropriate computing power for and fire retardant, making Sharp/NEC’s airport terminal can be extreme, something
the application, and delivering an all- products safe for use in public spaces, a no operator wants to experience.
important peace of mind.” critical requirement for airport operators. Another important concern is electro-
Purpose-designed for extreme Hayes says one key development going magnetic compatibility (EMC). Screens are
operational demands, Sharp/NEC’s forward is e-ink technology. This can be used getting larger. Sharp/NEC recently installed
solutions are highly reliable. “We have for a static information display. The content a 40m2 display for Swedavia and will soon
screens in many airports that have been is sent once and then the screen can display double that for a different client. The
running for eight years and longer, surely that information without the need for electro-magnetism these screens emit
there’s no better illustration of the quality ongoing power until the content changes. cannot interfere with any operation-critical
of our products,” says Hayes. “This long This is useful for gate signage when the gate IT systems.
lifecycle, plus the option to upgrade the is not in use and will significantly reduce “The EMC has to be considered,” Hayes
computing power within, means our energy usage. explains. “We are working hard in this area
solutions are performing sustainably.” “It’s an interesting concept for the future,” and are ahead of the curve.
says Hayes. “It won’t be appropriate for “Aviation is a niche industry with many
Future challenges every situation, but it can save a lot of power specific challenges and opportunities,” he
Indeed, sustainability is always a top consumption making it financially continues. “There is the possibility of
priority and must be integral to and environmentally completely transforming the airport
every aspect of business sustainable.” experience through dynamic digital display
decision making. Sharp/ Digital display vendors which offers boundless efficiencies. Of
NEC has refined and must also address course, airports must strike the right balance.
optimised its cybersecurity concerns. Sometimes less is more when you need the
manufacturing, packaging, Airports are high-security passenger to focus on making their flight.
and transportation facilities and every access “There will be plenty of innovation ahead
processes for best point to operational which is where Sharp/NEC’s modular
efficiency. Sharp/NEC uses systems must have cutting- approach appeals—focusing on a lifecycle
metal for the structural edge security to protect any that can adapt with technology evolution.”

Airlines 2023 – 03 airlines.iata.org

P30-33 SponFt-SharpNEC_Airlines 2023-03_Airlines International.indd 32 07/09/2023 10:46 SharpN

 dvLED

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10:24
 Cabin safety

Unruly passenger
incidents
on the rise
What rules and regulations
can airlines use to reduce
the rise in the disruptive
behaviors of some passengers?
WORDS: GRAHAM NEWTON
35

U
nruly passenger incidents increased
in 2022 compared with 2021. There
was one incident reported for every
568 flights in 2022, up from one per
835 flights in 2021.
The most common incident categorizations are
non-compliance
Smoking
Failure to fasten seatbelts
Exceeding the carry-on baggage allowance
or failing to store baggage
when required
Consumption of own alcohol
on board
verbal abuse
intoxication.

Thankfully, physical abuse

incidents remain rare,
but they did increase 61%
over 2021, occurring once
every 17,200 flights. This
increasing aggression even
includes threats to kill
and must be stamped out.

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 Cabin safety

Regulations
The strategy to reduce unruly passenger
“There is no excuse
incidents revolves around regulations and for unruly behavior. It
guidance, each of which has several elements. is not just about respect
It is important that governments and
airlines have the necessary legal authority to
for other passengers
prosecute unruly passengers, regardless of the and the crew, it is about
state of aircraft registration, and a range of
enforcement measures that reflect the severity
safety—always the
of the incident. For this to happen industry’s top priority”
jurisdictional gaps must be eradicated.
The most obvious solution is getting more them. The United States, meanwhile, has
countries to sign up to Montreal Protocol 14 taken a zero-tolerance approach. If a crew
(MP14), which gives states the necessary legal member or other passenger is threatened or
powers. By the end of June 2023, some 45 assaulted, then there will be action taken
nations comprising 33% of international against the offender. In 2022, some
passenger traffic have ratified MP14. $8.4 million in fines were issued with the
“The ratification rate is accelerating and there most serious cases referred to the FBI to
36 is a strong pipeline with countries in an advanced pursue criminal prosecutions.
stage toward ratification,” says Tim Colehan, “And the draft of the FAA Reauthorization
IATA’s Assistant Director of External Affairs. Act proposed by the House of Representatives
But ratifying MP14 and removing proposes new measures to deter interference
jurisdictional gaps is not a silver bullet. with crew members,” says Colehan. “This
Enforcement action needs to be taken against includes a multi-stakeholder task force to
those who disrupt flights. develop voluntary standards and best practices
Countries are responding within national on unruly passengers reporting to the
regulations. France has extended the use of Secretary of Transportation.”
civil and administrative penalties to cover Although many airlines maintain individual
unruly incidents onboard flights, which are lists of banned unruly passengers, the concept
more effective against less serious infractions of government-administered lists is more
and other countries are considering replicating nuanced. This may be a completely justifiable
and a useful deterrent, however it is likely that
Physical abuse incidents increased 61% over efforts in other areas will yield better results in
the short term.
2021, occurring once every 17,200 flights The main problem with bans is that

61%
data protection laws make it difficult for
airlines to share information. And individual
bans can be circumvented with name changes
and new passports. China and India are among
the countries that have national bans and
government-controlled lists of unruly passengers
in place, but a lot of work needs to be done.
“Bans can be an effective deterrent,
especially where airlines can legally share that
information,” says Colehan. “But there are
challenges to improving the existing situation

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 Cabin safety

$8.4m
and, for the moment, focusing our efforts
elsewhere will be more beneficial.”

Guidance
Preventing or de-escalating incidents is
obviously the preferred option. Airports and
civil authorities do take the unruly passenger
problem seriously and there are examples of
collaboration and awareness campaigns
throughout the world.
In the United Kingdom, for example, the
“One Too Many” campaign comprises duty
free companies, police, restaurants, bars,
and airports in a concerted communications
effort. As part of this, World Duty Free puts
alcohol in sealed bags adorned with messages
advising customers not to open until they
reach their destination.
“The Irish Aviation Authority has a 37
similar declaration, and a lot is being done
in Norway and other countries too,” says
Jonathan Jasper, IATA’s Senior Manager for
Cabin Safety. “It is encouraging that all increased importance following the disruption
stakeholders are collaborating to ensure that caused by the pandemic. “There are a lot of
nobody is unnecessarily contributing to the new crew that don’t have the experience
unruly passenger problem.” or life skills to deal with some incidents,” says
Sharing best practice on de-escalating Jasper. “And even experienced crew missed a
incidents through manuals and training is lot of flight time and then had mask mandates
equally vital. IATA issued a new guidance to handle. Training is constantly being
document at the beginning of 2022 containing re-evaluated to give all crew the best possible
advice for airline crews, as well as some skills to deal with post-pandemic unruly
practical solutions for governments on public passengers. This includes spotting behaviors In 2022, $8.4
awareness and fixing jurisdictional gaps. before they escalate.” million in fines
Training, meanwhile, has taken on There is also far better support for crew were issued with
following incidents. Mental health and the most serious
wellbeing are increasingly important, and Jasper cases referred
says airlines are investing in this critical area.
The most obvious “There is no excuse for unruly behavior,”
to the FBI to
solution is getting says Jasper. “It is not just about respect for
pursue criminal
more countries to other passengers and the crew, it is about prosecutions
safety—always the industry’s top priority. The
sign up to Montreal increasing trend of physical abuse is
Protocol 14 (MP14) particularly worrying, and governments must
enforce the law and penalize offenders.
Passengers and crew are entitled to a safe and
hassle-free experience on board.”

airlines.iata.org 2023 – 03 Airlines

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 Sponsored Feature: Oman Airports

TOURISM DRIVES
PASSENGER
GROWTH FOR
OMAN AIRPORTS
Tourist numbers to Oman continue to increase and with
additional new air services, more hotel accommodation being
brought to the market, and visa free access for visitors from over
100 countries, Oman continues to be a must-visit destination.

T
his is always an exciting time connected to Salalah, served by eight of Salalah, and Oman,
of the year for Oman Airports, different carriers—with a particular focus as a beautiful must-see
38 as July and August are on Central and Eastern Europe. destination.
traditionally when we see high However, more recent expansion into The European market
passenger volumes through Italy and Germany, particularly for winter has always been
our airports, and 2023 is definitely proving breaks, has highlighted the importance of important for Oman,
to be no exception to this trend. Western Europe as a target for more not only because of the
In terms of visitor numbers to Oman, the year-round travel, alongside the continued high numbers of
winter months are often the busiest, growth in existing markets. In fact, for 2023, tourists traveling to the country, but also
however for the Dhofar region in the South passenger numbers from Europe to Salalah through the historically strong business and
of Oman, and the main city Salalah, July and have already surpassed the full year in 2022, economic ties. Muscat is well connected to
August are also the peak tourism months. so this Khareef season and the rest of 2023 Europe, with 23 destinations served by ten
This time of year is Khareef season, which is looking to be as busy as ever. scheduled and charter airlines, including the
annually attracts visitors from across the This all demonstrates the potential of two home carriers. These airlines carried
Gulf, India, and also increasingly from Salalah as a year-round tourism and almost a million passengers in 2022—with a
Europe. Khareef season generally sees visitor destination, and with an increasing similar number already handled in 2023.
periods of rainfall across the South of number of European carriers operating, this Visitor numbers to Oman reached nearly
Oman, and this, coupled with temperatures will have a positive impact on the awareness 3 million in 2022, as the world emerged from
that are much cooler than the rest of the the pandemic travel restrictions, with this

10
Middle East at this time of year, attracts European figure very close to the pre-COVID high. 2023
more than half a million visitors during destinations has already seen over 1.5 million visitors in
these months, enjoying the cooler climate, This season the first five months of the year, and with the
the green landscape, and of course the will see 10 peak Khareef and winter seasons still to
traditional Omani hospitality. come, the expectation is for this year to far
European
Salalah has seen an increasing number of exceed 2022, and be a welcome return to
airlines serving the airport to take
destinations connected pre-pandemic visitor levels.
advantage of the increasing visitors, and it to Salalah, served by eight Over the past 18 months, the easing of
has been encouraging to see the emergence different carriers—with global travel restrictions has clearly been a
of Europe as an important market. This a particular focus on key driver of growth. However, what has
season will see 10 European destinations Central and Eastern Europe been a major help to support the return of

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 Oman Airports: Sponsored Feature

39

“The European market has always been important for

Oman, not only due to the high numbers of tourists, but also
through the historically strong business and economic ties”
visitors and boost tourism, has been the 1.7bn rials ($4.4bn) already being invested What is clear as we enter the second half
announcement by the Government that in projects out of a planned 3bn rials of 2023, is that the tourism developments
citizens of 103 countries can now avail investment over the next 18 months; these in Oman, the actions of the Government to
themselves of visa-free entry to Oman for developments are already making an impact simplify arrival, and the global appetite for
14-day visits, with the potential to apply for through the increased visitor numbers. travel, are all continuing to support growth.
an extension to their stay beyond this period. One area in particular which is vital to The additional hotel rooms and new
The decision to waive visas underlines the supporting the tourism impact is the infrastructure being brought to the market
importance of the tourism industry as one accommodation sector. The pandemic did are ready to welcome the growing numbers
of the main drivers of the country’s not impact the ongoing development of of guests, and the team at Oman Airports
economy. The tourism industry has always hotel infrastructure in Oman. In fact, an are also looking forward to playing our part
been important to Oman’s economy, and additional 5,000 hotel rooms have been in providing a warm welcome and efficient
this is recognised through the projects that introduced to the market across the service to all as they pass through our airports.
the Government is putting in place as part country since 2019, representing a 20%
of their overall 20-year Vision 2040. growth. Of this increase, almost 1,000 of For more information about
A range of tourism developments across these additional rooms are in the Dhofar Oman Airports, please visit
the country are currently underway, with region, with the focus on Salalah. www.omanairports.co.om

airlines.iata.org 2023 – 03 Airlines

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 Noise mitigation

Though much of air transport’s

sustainability efforts center
on CO2 reduction, noise
Taking a
remains a significant challenge
for the industry. Balanced
WORDS: GRAHAM NEWTON
Approach
to aircraft
A
s air travel returns post-
COVID-19, communities are
seeing aircraft movements
increase. Moreover, a recent
World Health Organization
(WHO) report recommended noise limits
and announced WHO research into possible
noise
links between noise and cardiovascular
40 diseases. Both are raising awareness of
noise issues.
Aviation has always taken noise mitigation
seriously. To support industry efforts in this
area, governments agreed on a clearly defined
approach to be applied globally, known as the
Balanced Approach. It was first adopted by the
ICAO Assembly in 2001 and has been
reaffirmed subsequently.
Four sequential principles guide the
Balanced Approach:
A reduction of noise at source
Better land use and planning
Improved noise abatement
operational procedures
Operational restrictions

Following these principles is of

such importance that many
countries have enshrined the
Balanced Approach in law. When
used appropriately, the Balanced
Approach has a solid track record of
IMAGES: ISTOCK/ALAMY

helping local communities manage

noise concerns while enabling the
economic and social benefits of aviation.
Reducing noise at source—always the
primary solution—has been going on for

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 Noise mitigation

decades. Each generation of aircraft is on

average 15% quieter than that of the Brussels Zaventem Airport
generation they replace. Overall,
In July 2023, Belgian’s Federal Transport Minister, Georges
manufacturers have achieved a 75% noise Gilkinet, proposed banning night flights at Brussels from
reduction in the past 30 years. And airlines October 2024 and limiting noise at other times of the day.
have made noise management a key There was no consultation on other potential noise
mitigation measures. If the Balanced Approach is followed
element of their fleet planning and
it would not only support the Belgian economy but also
sustainability strategies. maintain Belgium’s critical role in the global cargo network.
Land use and planning in airport areas is also The country is particularly strong in pharmaceutical
crucial. It makes little sense to allow exports which rely on air transport for rapid, time-and-
temperature controlled shipment.
developments in areas sensitive to noise that “The noise concerns of the community around
could eventually put pressure on the operations Brussels airport must be heard, but it is profoundly
of the airport. Unfortunately, this has happened unfortunate that Minister Gilkinet has attempted to
multiple times. Had effective land use planning circumvent the Balanced Approach, which is the
long-accepted and successful international process for
been properly followed since 2001, the extent managing airport noise impacts,” says Rafael
of noise issues would be greatly reduced. Schvartzman, IATA’s Regional Vice President for Europe.
Because many governments and airports have “The Balanced Approach works. Communities
failed in land use planning, communities and benefit from noise management and
economies get the maximum benefit from
businesses have encroached close to the airport infrastructure, not least in 41
runways and flight paths. terms of thousands of jobs. It is vital that
Improved operational procedures, the government scrap this proposal and
instead engage in a meaningful
meanwhile, have been put in place at
consultation with stakeholders.”
several hubs. New technologies, including
performance-based navigation, which enables
such developments as continuous climb and without compromising an airport’s operations.
descent, will play an increasingly important Like any global standard, the Balanced
“When used role in reducing noise over nearby Approach delivers its best results when
appropriately, communities. Governments can help here by
improving air traffic control, as the delays and
everyone follows the same rules.”

the Balanced disruptions in the European summer Collaborative efforts

Approach has demonstrate. Holding patterns around major There are many instances of the Balanced
airports are familiar to every passenger. Approach being used effectively.
a solid track Only as a last resort, after all other options Frankfurt Airport, for example, has
record of have been exhausted, should operational implemented various active and passive noise
helping local restrictions be considered. Airports are major abatement measures. The increased use of a
investments that create value for a westerly direction for flights avoids local
communities community—both economically and communities and, between 23:00 and 05.00, a
manage noise socially—and it therefore makes sense to satellite-based approach procedure for
concerns while minimize noise while maximizing the benefits
that air transport connectivity can bring.
improved trajectories.
In the United Kingdom, Stansted recently
enabling the “The Balanced Approach for noise released its five-year draft Action Noise Plan
economic and management makes sense,” says Colette for consultation. One of the aims is to have
Zraibi, IATA’s Assistant Manager, Noise. 94% of arriving aircraft perform a continuous
social benefits “Using ever quieter aircraft, avoiding descent approach, which can reduce arrival
of aviation” developments near airports, and managing noise by up to five decibels. In Seattle, the Port
flights to limit noise deliver real results Authority has worked with airlines to reduce

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 Noise mitigation

nighttime flights from the third runway and Additionally, the Balanced Approach is
promotes continuous taxi to take-off, while enshrined in EU regulation 598/2014 and forms
Lima has set up a noise monitoring program part of two key bilateral air services
and heads a Technical Committee on agreements. The European Union deal with the
Aircraft Noise Mitigation that follows the United States specifically mentions the
Balanced Approach. Balanced Approach as does its counterpart with
There are many more examples that show Canada. Transport Canada has commented on
collaborative efforts using the Balanced the Amsterdam situation, noting that it breaks
Approach can successfully reduce noise while the EU-Canada agreement.
maintaining and growing the socio-economic Amsterdam “In theory, Canada and the United States
benefits of air connectivity. Despite this, Airport Schiphol could take action and ban European flights,”
recent decisions in some countries run counter says IATA’s Zraibi. “In part, the Balanced
to this proven methodology. In 2022, the Dutch Government Approach was designed to avoid such state
introduced an “experimental”
regulation for an interim
disputes—such as happened over hush
Support for the Balanced Approach capacity reduction at Schiphol. kits—and politicians have a duty to follow an
The standards set out in Annex 16 to the A legal battle is ongoing, but the agreed principle.”
Chicago Convention, including those relating main point is that capacity cuts Zraibi also notes that these individual
will come into force in the
to the Balanced Approach, are mandatory to all winter 2023/2024 pending actions are not limited in their impact to the
42 member states unless they have formally filed completion of the longer-term countries concerned. The problems caused
a difference. Balanced Approach process. So ripple out across the network. The nighttime
the government has jumped to cargo flights from Brussels will relocate to
“Annex 16 includes noise management and
step four of the Balanced
sets out the details of the Balanced Approach,” Approach and will review steps other airports or the cargo will take to the
explains Michael Gill, ICAO’s Director, Legal one to three at a later stage. The roads. In other words, it doesn’t solve the
Affairs and External Relations Bureau. “Every industry is calling for this problem, it simply moves it on.
muddled method to be rectified.
three years, 193 states endorse the Balanced The decades-old experience of Japan’s Itami
Willie Walsh, IATA’s Director
Approach through its inclusion in an ICAO General notes that “there are Osaka airport could still hold lessons for
Assembly Resolution on the Consolidated no established international Brussels and Amsterdam. Noise complaints
Statement of continuing ICAO policies and processes for such a retrograde over many years led to the construction of
exercise. We continue to ask the
practices related to environmental protection. Dutch Government to revert to
Kansai International Airport and a plan to shut
That Resolution was again adopted at the 41st the Balanced Approach.” Itami—the ultimate operational restriction.
session of the ICAO Assembly in October The Netherlands now has an Although this happened before the Balanced
2022. The intention behind the Standards and interim government, and it is Approach was agreed, recognition of what
unclear what decisions it can make.
Recommended Practices (SARPs) in the “Serious questions remain,” would be lost with the closure of the airport saw
Annexes to the Convention is to establish says Leslie MacIntosh, IATA’s the community support a decision to keep the
uniformity and this is a key concept for a Director, Legal Services. “Will airport open with the implementation of several
global industry.” the Balanced Approach process noise mitigating measures. Itami remains one of
be carried out in accordance
In fact, Article 37 of the Chicago Convention with the EU regulation and ICAO Japan’s busiest airports even today.
calls for contracting States to implement guidance material or have “Applying the Balanced Approach
international standards in a uniform manner to operating restrictions through appropriately would lead to the best results for
capacity reduction been
the “highest practicable degree.” If a country everybody, including the affected communities
predetermined as the outcome?
knowingly fails to follow an agreed standard, Will the government in Brussels and Amsterdam,” concludes Zraibi.
then they must notify ICAO. Although there is act in time for the “Instead, we have politicians trying to take
no enforcement mechanism, Gill stresses that summer 2024 individual action without clear oversight. We
season?
the overriding principle is one of good faith, are not tackling noise effectively, and we are
And what will
seeking to always ensure compliance with all happen to unnecessarily restricting economic progress
Articles of and Annexes to the Convention. historic slots?” and job creation.”

Airlines 2023 – 03 airlines.iata.org

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 Keep passengers and crew safe
using live turbulence data
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- 0DLQWDLQKLJKVDIHW\VWDQGDUGVLQưLJKW
- Improve onboard experience
- Keep fuel costs down through optimal
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iata.org/turbulence-aware

IATA.SEPT23_043.indd 43 05/09/2023 09:37

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