The home of market intelligence for
the aviation and travel industry.

Hangzhou Xiaoshan International Airport vice GM Tommy Lai, speaking at the Super Terminal Expo, stated (06-Nov-2024) CAAC has made a "good directional change" in regulating airports in recent years by adopting performance benchmarks and publishing the results. Mr Lai highlighted measures such as requiring all airports with more than 10 million passengers p/a to have an independent customer service department and the monitoring of on time performance, taxiing time and terminal processing time for passengers. Mr Lai said publishing the results creates "pressure" for airports to improve their performance.

Hangzhou Xiaoshan International Airport vice GM Tommy Lai, speaking at the Super Terminal Expo, stated (06-Nov-2024) airports in mainland China face challenges in balancing the priorities of safety, security, efficiency and customer service. Mr Lai noted Hangzhou Xiaoshan Airport's 51 security channels are "barely enough" at morning peak times and Chinese airports are "trying very hard" to simplify security processes. He said it is "very important to use technology" such as CT scanners and millimetre wave scanners to improve passenger processing, but such technology is difficult to implement as budget constraints are "always an obstacle" to upgrades.

HK Express chief operating officer (COO) Sinéad Conroy, speaking at the Super Terminal Expo, stated (06-Nov-2024) passengers "want a self service environment 90% of the time" and want to "take their own journey through the airport". Ms Conroy said HK Express is working with Hong Kong International Airport to offer mobile check in and self service bag drop, with no need for passengers to visit a service desk or check in kiosk. HK Express also plans to roll out app or kiosk check in at more airports and is aiming for 80% mobile services by 2026. She said HK Express views such "seamless" processes as "very much part of the future" for LCC passengers. Ms Conroy said passenger demand to get through the terminal quickly and depart on time are "key drivers" for the short haul and LCC market.

HK Express chief operating officer (COO) Sinéad Conroy, speaking at the Super Terminal Expo, stated (06-Nov-2024) the airline is "trying to create new destinations" and aiming to "create a buzz" for the new airports it serves. Ms Conroy said Asia Pacific airports are moving towards a similar model to Europe and the US where airports are more active in route development.

HK Express chief operating officer (COO) Sinéad Conroy, speaking at the Super Terminal Expo, stated (06-Nov-2024) airlines want "simplicity and collaboration" with airports. Ms Conroy said cooperation between airlines and airports is "all about working together to get the facilities right in the first place".

China Aircraft Services Limited (CASL) chief commercial officer (CCO) York Schilling, speaking at the Super Terminal Expo, stated (06-Nov-2024) CASL is investing in software and tools to enhance efficiency. Mr Schilling also commented on aircraft inspections using drones, noting there are a lot of restrictions on operating drones at airports.