1. PIERRE ABIGNANO
Projects Director

2. Non aeronautical concerns us all

3. THE GROWInG IMPORTANCE OF Non-AERONAUTICAL
WHY ?
HOW ?
> It’s VITAL
The traffic will mature
The pressure on aeronautical tariffs is increasing
The retail and commercial activities need to be our growth
driver
> It’s EASY
Passengers are the best customers : they are captive, have a large purchasing power and in the mood to buy.
Airports are good locations. They are becoming the new centers of transport such as stations used to be.
> It’s PROFITABLE
It requires low capitals but offers high returns
> Harmonize « passenger » with « customer »
> Make commercial and operational efficiency everybody's responsibility
> Move the approach from « b to b » to « b to c »
> Upgrade airport model to best practise
> Innovate
> Diversify
VINCI Airports Convention 2014

4. Focus on shopping & eating
The passenger journey
Focus on shopping & eating
Stress
Anticipation / Excitement
Security Screening
Passport Control
Check-in
Baggage Reclaim
Boarding
Stress
Passport Control
Airport
Flight
Airport
VINCI Airports Convention 2014

5. Team work can produce results
THE TECHNICAL & COMMERCIAL TEAM CAN CREATE THE ENVIRONMENT
TO SHOP
HOWEVER
GIVING PASSENGERS THE
TIME TO SPEND
IS EVERYBODIES RESPONSIBILITY
KEEPING PASSENGERS
STRESS LEVELS LOW
IS EVERYBODIES RESPONSIBILITY
VINCI Airports Convention 2014

6. Case Study – THE REVISION OF LiSBON CENTRAL PLAZA
WHY?
100% of PAX SEE 100% of OUR OFFER
THE CENTRAL PLAZA BECOMES TRULY CENTRAL
ENHANCED CONCESSION YIELDS FROM RETAIL & F&B
TARGETS HIGH YIELD PAX
INCREASED SECURITY CAPACITY
ALLOWS CHECK-IN EXPANSION
Carlos Guttierres
VINCI Airports Convention 2014

7. Revenues increase €10,1M per year
Case Study – THE REVISION OF LiSBON CENTRAL PLAZA
> Increase capacity at check-in and security control
> Increase dwell time
> New lounge areas
> Increase of the duty free area, with an walk-through concept both for departing and arriving passengers
> Relocation of the foodcourt, allowing a single passenger’s flow through all the retail areas
Revenues increase €10,1M per year Or
€842,000 per month
VINCI Airports Convention 2014

8. Case Study – THE REVISION OF LiSBON CENTRAL PLAZA
> Project development
Working group made up of representatives from different departments:
Lisbon airport / Engineering and Infrastructure Design dept / Non-aviation dept / Finance and Reporting dept
> Project control
Steering committee
Board members / Head of Departments / Project Leader
Security Control Expansion
OCT 15
Economic & Financial Viability
MAR 14
1st Phase Construction
Started JUL 14
1st Phase Construction
Conclusion DEC 14
2st Phase Construction
Will start JAN 15
New Foodcourt Opening
JUN 15
1st Project Presentation
DEC 13
VINCI Airports Convention 2014

9. Everybody Play for the team > 975.000 € loss of revenues
DELAYS
COSTS
RESPONSABILITY
> Process decision about contracting an external company to develop the technical projects – 5 weeks > Project revision due security control issues – 6 weeks
> €
loss of revenues
> €
Everybody
VINCI Airports Convention 2014

10. How to successfully involve everybody?
Alain Brun

11. Project steering by all stakeholders
…What WE GOT
What WE TRIED….
Project steering by all stakeholders
Integrated approach to collective decision making
Giving ownership of the passenger experience at all times to everybody
The culture of us versus them is hard to remove
Compromise for the good of the airport is easier said than done
Ownership of the passenger is still a part time job
VINCI Airports Convention 2014

12. EDUCATION MOTIVATION & ATTITUDE
What we DISCovered
HARMONISING OUR OBJECTIVES IS
EDUCATION MOTIVATION & ATTITUDE

13. No more ‘kingdoms inside kingdoms’
WHAT MIGHT HELP? (workshop results)
No more ‘kingdoms inside kingdoms’
> COOPERATE PROGRAM at the vinci airports level > viS ma vie’ program extended & mandatory > cross training for new staff > n.B. common language ‘non-aviation’ > p & l responsibility > common set of kPi’s > rewards for performance > understanding each other > changing ‘us’ & ‘them’ to just ’US’
EDUCATION
MOTIVATION
ATTITUDE
VINCI Airports Convention 2014