COMCEC 2015 TURTRANS 045 FINAL REPORT (DGCA)

DXB Values Passengers’ Feedback The very first and most notably difference of DXB which distinguishes it from other study airports is the “We value your feedback” boxes and desks de- ployed all over the airport.Figure-12 Feedback Collection Boxes4.1.4. OBSERVATIONS OF THE PROJECT TEAM DXB has very visible and clear signage in the correct and strategic locations which are obviously calculatedIn order to evaluate the effectiveness of the airport very wisely. In addition, a passenger can find his/herregarding the passenger movement performance, location and the destination very easily with the mapsour research team visited the airport for three days. located at multiple locations. There are also bookletsDuring the study visits, research team spoke to with maps which facilitate the airport journey of thesome of the passengers, attendants and conducted passengers.time based measurements as well. As the one ofthe critical part of the time measurements, face to “Waiting Time” is not a big deal in DXB.face surveys were performed at the place during themeasurements. DXB has very large check-in areas which have been designated for the sheer number of passengers. EvenDXB values passengers’ feedback if it is observed that there are queues during some peak times, the waiting time is not a big issue for theThe very first and most notably difference of DXB passengers. Beside the large areas which facilitatewhich distinguishes it from other study airports is the passenger movement, there are many staff available“We value your feedback” boxes and desks deployed in all the corners to help passengers. A passenger canall over the airport. It is possible to find these find a responsible attendant very easily in any part of the airport. Indeed, our research team observed feedback points in almost every 200 meters several time that if a passenger makes a stop, an thorough the walk ways of passengers. attendant approaches and asks to help at once. Even if a passenger gives a feedback at the beginning of his/her airport journey, he/she will Very polite and helpful staff everywhere.have many opportunities to give another feedbackuntil the boarding. The airport staff were very helpful and polite. Another plus which must be noted is that the staff Another plus of DXB is that it has staff, kiosks and have a very good knowledge about the topics they displays available at all the critical locations are responsible with. to find the way or get information about the flight, connections and immigration.51 www.comcec.org n www.shgm.gov.tr

An easy journey to the gates After the security check, passengers can easily find their ways to the gates. There exist smart / fully automated elevators between the floors, which lead the way itself. Figure-13 Fully Automated Elevators After check in, passengers can easily head to departure lounge. There are elevators, escalators, peoplemovers and in Terminal 3 railway system which increase the ease of accessibility and facilitate the passenger movement performance.An airport with the taste of a shopping center operation in the world regarding turnover.DXB has very large shopping area. Dubai Duty -Free Food for everyone.is operating as the most prominent vendor in DXB.Dubai Duty Free, which was first established in 1983 In DXB, passengers can find a very wide range ofcan be deemed as the biggest single airport retail cuisines with a very wide range of price categories. In the terminals passengers can also find smoking areas easily. There are also hotels in the airport and several lounges for passengers. There exist vending machines and pharmacies which can be easily found by passengers. The availability of seating areas is another plus for passengers. There are many seats for people to sit or rest throughout the airport. DXB is well prepared for peak hours and crowd.Figure-14 Very Clear and Efficient Signage Families are thought well. DXB is also well equipped regarding security and safety issues, relevant signage also is clearly visible. There are always enough numbers of trolleys. There are also small trolleys for hand baggages. In Terminal 3, there are free baby strollers for families, whichwww.comcec.org n www.shgm.gov.tr 52

INTERACTIVE MAPS In addition to visible and very well designed signage, there exist interactive maps for passengers to locate any specific point within the airport. Passengers can also find shops, cafeterias and restaurants via these interactive maps.Figure-15 Interactive Terminal Mapsis a distinguished best practice among the visited people movers and in Terminal 3 railway systemairports. The counter for excess baggage also clearly which increase the ease of accessibility and facilitatevisible which enables passengers to gain more time. the passenger movement performance. In all the areas of DXB, signage is in English and Ara-The baggage collection area is very big and research bic, easily readable, and contain easily identifiableteam didn’t observe any crowd despite of high flight symbols.traffic. Any one speaking English or Arabic can easily findAfter check in, passengers can easily head to de- their way in the airport and reach boarding very parture lounge. There are elevators, escalators, easily. Another plus of DXB is that the attendants and staff are from different nationalities with differ- ent languages. In DXB, beside English and Arabic, at least 7 more languages are available among the staff. Many passengers can find a staff speaking his/her na- tive language. During the study visits, research team didn’t observe any disturbing queue in check- in, security and lug- gage collection areas. However, in passport area, even if long waiting times and queues were observed, they are not to the extent of being disturbing to cus- tomers. Figure-16 Concourse B Kids Zone www.comcec.org n www.shgm.gov.tr53

4.2.ATATÜRK INTERNATIONALİSTANBUL ATATÜRK INTERNATIONAL AIRPORTIATA: IST4.2.1. GENERAL INFORMATION With renovations undertaken in 2006,The major aviation hub of Turkey Domestic Terminal was modernized with new technological systems and it renewed with aAtatürk International Airport is located in the process covering the façade. In February 2010, a newEuropean side of İstanbul. The airport is located near extension project carried out to enhance the comfortthe Marmara Sea. The total area of Atatürk Airport and service quality offered to the passengers at theis around 11.5 million square meters including the International and Domestic Terminals and Car Park.airside, terminal, parking area and other facilities. The Istanbul Atatürk Airport is not only theThe beneficiary of the airport is DHMI (General biggest airport of Turkey, but also welcomed withDirectorate of State Airports) whereas the terminal respect throughout Europe; with its architecture,operator company is TAV Airports Holding. speed of passenger flow and services. Istanbul Atatürk Airport serves more than 1,200 aircraft andOne of the best BOT Model Airport approximately 150,000 passengers every day.Atatürk Airport International Terminal, which was Home base of Turkish Airlinesbuilt according to the Build- Operate-Transfer model,was constructed in a record period of 22 months. The The main air transport carrier company for Atatürkterminal, which was opened for services in January Airport is Turkish Airlines. It has approximately2000, was expanded with an additional facility in %88 of the total flight traffic and Atatürk Airport2004. TAV Airports Holding was awarded operationof the Domestic Terminal in July 2005. IATA: IST ICAO: LTBA ATATURK International Airport IATA: IST ICAO: LTBA is the primary airport serving in İstanbul, TURKEY within this report it will be also mentioned as IST.Figure-17 Location of Atatürk International Airportwww.comcec.org n www.shgm.gov.tr 54

Home of THY IST is the home base of Turkish Airlines (THY), most connected airline of the world with 109 destinations worldwide. THY has increased the total number of passengers carried from 12 million to more than 54 million, between 2004 and 2014.Figure-18 Atatürk International Airportis considered as the hub of Turkish Airlines. The Being in the very center of the city, Atatürk Airportremaining flight traffic is shared by other carrier has a great advantage to be reached. On thecompanies both domestic and international. Yearly other hand, because of the land constraints it is notmore than 130.000 domestic flights and 285.000 easily possible to make extensions in the airsideinternational flights are successfully carried out in and terminal.Atatürk Airport and more than 18 million domesticpassengers and 38 million international passengers Offering different kind of transportation to theare carried. passengers such as metro, shuttle, bus and taxi, Atatürk Airport is thought to be a passenger friendlyGeneral Directorate of States Airports Authority airport.has right to operate most of the airports in Turkey,including Atatürk Airport. But because of the lack of The airport is approximately 24 km from the cityknow-how, growing potential in air transport industry center and without the traffic of İstanbul; it is possibleand the financial and operational power of private to reach the airport within 20-25 minutes. In the peaksector, most of the airports are somehow privatized hours of the day, it may take around at least 1 hour orby different models such as Build- Operate-Transfer even longer. But public transportation such as metroor via long term rental agreements. The terminal side gives the flexibility to bypass the traffic.and some of the land operations of Atatürk Airportsuch as parking areas, hotels, etc. are operatedby TAV Airports Holding. In the aerodrome side,there different companies who are giving otheroperational services such as transfer busses, landside technical operations, staircases for aircrafts, etc.Government has outsourced most of the operationsto the private sector and concentrated on controllingthese companies and other operational proceduresregarding the airside and terminal operations.55 www.comcec.org n www.shgm.gov.tr

City İstanbulStarting Date of Operation 1953Aerodrome Status CivilICAO Code LTBAIATA İSTTraffic Type Domestic / InternationalBenefit DHMI (General Directorate of State Airports Authority)Main Air Transport Carrier Turkish AirlinesTerminal Operator TAV AirportsTerminal Building Total Area 345.270 m2Geographical Coordinates 40°58`34\"N, 28°48`50\"EDistance to City 24 kilometersTransportation Bus, Shuttle, Taxi, SubwayTable-17 General Information, IST4.2.2. TERMINAL INFORMATION TAV Airport HotelAtatürk Airport has 2 major terminals; domestic The terminal contains a hotel which is also operatedand international flights. The domestic terminal by TAV. The hotel offers 128 rooms where the landconsists of an area of 63.165 m², whereas side has 82 and the air side has 46. The hotel offers itsinternational terminal is around 286.770 m². Both guest to stay for hourly accommodation which givesterminals have 2 separated levels for departure and the passengers to rest in a comfortable place if therearrival passengers. There are also other floors which is a long waiting time between connection flights.are serving for other operations undertaken in theairport. There is a hotel reception just before the passport control for international arrivals.In order to provide the passage between domesticand international connection flights, there are Car Parksbridges and controlled doors between the terminalsand the departure/ arrival floors. Passengers have Another important feature of the airport is that itchance to change floors or terminals without exiting has a huge multi-storey car park which can servethe facility. for more than 7.000 cars. Also the terminal has an open car park area with a capacity of 1.200 cars.There are 12 gates in the domestic terminal and 26 Passengers may park their cars in safe parking areagates in the international terminal side. These gates with top notch service delivered through the latestboth serve for departure and arrival passengers high technology. Both of the car park areas areaccording to the requests of air transport carriers and operated by TAV Airports Holding and the parkingavailability. Rest of the airplanes park in the parking fees are also published in the web site of the airport.lots of airside and passengers are transferred to the Even the availability of the parking area is shared interminals by busses free of charge. the web site, which gives the passengers flexibility to check it before arriving to airport terminal and savewww.comcec.org n www.shgm.gov.tr 56

About BTA The rights to operate the food and beverage belong to BTA which is a subsidiary of TAV Airports Holding. BTA either rents the facilities or operates some of the places by itself.Figure-19 F&B Courts are managed / Operated by BTA brands, Atatürk Airport offers a quality service to the passengers. Burger King, Popeyes, Sbarro, Starbucks and Cafe Nero are some of the well- known brands located inside the terminal. Other than that, Turcuisine, Simit Sarayı, Quick Asia, Kitchenette are offering different kind of food the customers. Figure-20 F&B Courts are managed / Operated by BTA Internet/Wi-Fitime and energy. During the study visits it is observed that wirelessThe concept of this study will be examining the Internet access is available at all locations ofinternational terminal side and all the surveys will Istanbul Atatürk Airport International and Domesticbe done for departure passengers as it has more Terminals as well as the General Aviation Terminal.procedures such as security, check- in, passport, etc. Free Wi-Fi is only available for 15 minutes throughoutand it takes more time. the terminals which seems a very short period of time. Complimentary Wi-Fi services are provided inFood&Beverage all passenger lounges at domestic and international terminals.Atatürk Airport contains different variety of foodand beverage options in all its terminals. The rights Banks/Currency Exchange Officesto operate the food and beverage are being givento a subsidiary of TAV Airports Holding, BTA. BTA The number of banks and exchange offices seemedeither rents the facilities or operates some of the to be adequately enough. Passengers have chance toplaces by itself. From local tastes to international use 5 different bank and currency offices and besides there are several ATM’s of different bank where passengers can collect money from.57 www.comcec.org n www.shgm.gov.tr

Figure-21 Signage in Departure Hall Complexity surpasses signage It was observed that the number of way finding signs were located very frequently however the complexity and the architectural design of the terminal was a little bit confusing for especially passengers who is using the airport for the first time.About the Arrival Level formalities, they enter the sterilized area where they can collect their baggage and find different kind ofThe arrival level of Atatürk Airport is serving for duty-free shops in addition to regular shops anddomestic and international passengers. There are restaurants. Baggage belts and duty free shops arerestaurants, coffee shops, markets, souvenir shops, located close to each other.pharmacy, banks, post office, change offices, rent acar office, lost and found points, baggage custody About the Departure Levelservices, masjids, transit desks, etc. The departure level of Atatürk Airport is servingA domestic arrival passenger may walk to the for domestic and international passengers. Thereinternational departure terminal by walking around are check-in contours, ticket sales offices, lounges,8-10 minutes from the domestic terminal. The walking restaurants, coffee shops, markets, souvenir shops,way is completely indoors and there are escalators in pharmacy, banks, change offices, masjids, transitsome parts. desks, etc. A transit international passenger who will change his/her flight in Atatürk Airport may haveA journey to the hospitality of Turkey chance to finalize its formalities in the transit desk counters and directed to the international departureAfter leaving aircraft, passengers are directed to level without exiting the terminal or sterilized area.passport check in points in order to enter the Turkishterritory. There are totally 50 passport control A regular departure passenger has to enter terminalpoints inside arrival terminal. The passport boots and enter the pre-security in the entrance of terminalare separated as Turkish citizens and other nation building. After entering the terminal, the passengerscitizens. After the passengers finalize its passport must finish their check in procedures unless they do not have their mobile boarding passes. Turkish Area Name Qnt. citizens who are carrying Turkish passports have to pay 15 Turkish Liras as overseas fee to the Number of Passport Boots 50 government. This fee can be both paid in every bank Number of Baggage Belts 11 inside the country or in the terminal. Duty Free Area 1200 sqm More than 250 Check in Counters and 21 KiosksTable-18 Arrival Level Capacities As it can be seen from Table 22, there are morewww.comcec.org n www.shgm.gov.tr 58

than 250 check-in counters which seem to handle control points to the gates changes between 1 to 11the demand in the busiest days. The majority of minutes or even longer. In some parts of this walkingthese check-in counters belongs to Turkish Airlines path there are escalators which help people to get lesswhereas the remaining are shared between other tired. On the other hand, in some parts, passengerscarriers before their flight time. During the on-site have to walk and even change floor to reach some ofstudy visit days, no significant queues were detected. the gates. Some of the gates are also in the groundAlso there are around 21 kiosks which passengers level which means that passengers have to take themay print their boarding passes and finalize check in busses in order to reach their flights.procedures. 12 Lounges There are 12 different lounges which are operated by air carriers, banks or different companies inside the international terminal departure where passenger can benefit according to their own conditions. Also there are 5 masjids, more than 40 toilets and even spa&beauty center inside the terminal. Figure-22 Check-in Counters Complexity surpasses the signage50 Passport Boots for enhanced facility Another important point for passengers to get aAfter finishing check in procedures, both Turkish and better airport experience is the way-finding andforeign passengers are subject to passport check. information screens. During the study visits, it wasThere are 2 different passport control points inside seen that the number of way-finding signs werethe terminal. In the first and the main one, the lines located very frequently however the complexity andof passport control points of Turkish and foreign the architectural design of the terminal was a littlepassengers are separated. There are totally 31 bit confusing for especially passengers who is usingpassport control points including the diplomatic and the airport for the first time. The reason behind thisfast track point. In the second area there are totally may be thought as the rapid expansion of the airport19 passport control point and there is no difference terminal during the years and area constraints.between Turkish and foreign citizens. # Lounge NameSeparated Passport Boots for Business Class 1 Prime Class LoungeBesides for the Turkish Airlines Lounges, there is a 2 THY Loungeseparate entrance and passport check point which 3 Comfort Loungecan be used by passengers who has privileges or 4 SkyTeam Loungebusiness class tickets. Also there are VIP passport 5 TTNET Platin Loungelines and in the departure terminal the total number 6 Emirates Loungeoff passport control points is 50. These kind of special 7 HSBC Club Loungepassport check lines are not taken into consideration 8 İş Bankası Millenium Loungein this study. 9 Garanti Zone Lounge 10 Akbank Wings Primeclass LoungeComplex Gate Distribution 11 British Airways LoungeAfter completing the passport control, 12 Yapıkredi World Loungepassengers are directed to sterilized area where they Table-19 IST Loungesmay find duty free shops, restaurants, coffee shops,resting areas, etc. The walking time from passport59 www.comcec.org n www.shgm.gov.tr

4.2.3. KEY PLAYERS other areas of airport operations including duty-free,TAV AIRPORTS HOLDING food and beverage, ground handling services, IT, security and operation services. As part of theseTAV’s history started in 1997 with the tender for the diversified services TAV Airports also operates theIstanbul Ataturk Airport International Terminal. TAV duty-free, food and beverage and other commercialAirports Holding was established as a joint venture areas at Riga Airport in Latvia. In 2014, the companybetween the Tepe and Akfen groups, who won the provided services for 743,000 flights and 95 milliontender. Having grown to become a great success story passengerswithin a very short period of time, TAV soon becamea global brand in airport construction projects as Figure-23 A view from the apronwell as airport operations; a brand new area, thanksto its know-how, highly skilled human resources TURKISH AIRLINES (THY)and advanced technology. Having gone through arestructuring process in 2006 in line with its goals, Turkish Airlines is the national flag carrier airline ofTAV re-organized its “operational” and “construction” Turkey, headquartered at the Turkish Airlines Generalactivities under TAV Airports Holding and TAV Management Building on the grounds of AtatürkConstruction. Following this re-structuring process, Airport in Istanbul. Turkish Airlines was establishedTAV Airports Holding was opened up for public on 20 May 1933 as State Airlines as a department ofoffering in February 2007. In May 2012, 38 percent of the Ministry of National Defense. In 1956, the TurkishTAV Airports’ shares were sold to Aéroports de Paris. government reorganized the airline under the nameToday, TAV Airports, Turkey’s leading brand in the Türk Hava Yollari A.O. In 2000’s although the company was publicly traded at this time; the governmentName Share owned 98% of its shares. The privatization program was revived in 2004 with a public offering of 20% of Aéroports de Paris Group 38.00% shares on the Istanbul Stock Exchange. Tepe İnşaat Sanayi A.Ş 8.1% With the new policy, THY started to widen its fleet Akfen Holding A.Ş 8.1% and the number of destinations from the beginning Sera Yapı Endüstrisi ve Ticaret A.Ş 2.0% of 2000’s and became a worldwide company. As of Free- oat (Other) 40.3% March 2015, THY operates scheduled services to 223 Non floating (Other) 3.5% destinations in Europe, Asia, Africa, and the Americas.Table-20 The Structure of TAV Holding THY has been awarded Best Airline in Europe at the 2011, 2012, 2013 and 2014 Skytrax World Airlineglobal airport operations sector, operates Istanbul Awards.Atatürk, Ankara Esenboga, Izmir Adnan Menderesand Gazipaşa-Alanya Airports in Turkey. The Tbilisiand Batumi airports in Georgia, Monastir andEnfidha- Hammamet airports in Tunisia, Skopje andOhrid airports in Macedonia, Madinah Airport inSaudi Arabia and Zagreb Airport in Croatia are alsooperated by TAV Airports. Having undertaken theoperation of the Milas-Bodrum Airport domesticterminal in July, 2014, TAV Airports will take over theoperation of the international terminal beginning inthe final quarter of 2015. The Holding also operates inwww.comcec.org n www.shgm.gov.tr 60

Turkish Airlines is also the operator that flies to most focusses on Passenger Services, Ramp Services, Cargocountries. With Istanbul Atatürk Airport being the and Mail Services, Flight Operations/Load Controlmain base, the Turkish carrier has secondary hubs and Communication Services, Representation andat Esenboğa International Airport, Sabiha Gökçen Supervision Services.International Airport, and Adnan Menderes Airport.THY has been a member of the Star Alliance network GENERAL DIRECTORATE OF STATE AIRPORTSsince 1 April 2008. (DHMI)Turkish Airlines is one of the powers that drive Atatürk General Directorate of State Airports AuthorityAirport to develop so fast. Starting from 2002, THY (DHMI), which was established in 1984 with itsincreased the number of passengers carried from existing name, is a state economic enterprise (SEE),12 million to 48 million, which is a great success. which has legal entity, autonomy over its activities, liability limited with its capital, is associated withTURKISH GROUND SERVICES (TGS) Ministry of Transportation, and its services are accepted as privilege with latest legal regulation.Year Number of Passenger Carried The Authority`s purpose and subject of activities that are defined by Principle Statute are as follows ;2004 11.994.498 • Air transport required with civil aviation activities,2005 14.134.000 • Management of airports, • Performing ground services at airports and air2006 16.947.000 traffic control services,2007 19.636.000 • Establishment and operation of air navigation2008 22.597.000 systems and facilities, • Other related facilities and systems, and to2009 25.102.000 maintain them at the level of modern aeronautics.2010 29.119.000 In this framework, DHMI has transferred its right2011 32.648.000 to operate the airport terminal and some of the operations to private companies such as TAV, TGS,2012 39.040.409 etc.2013 48.270.0052014 54.675.000Table-21 Number of Passengers Carried by THYTGS-Turkish Ground Services Inc., which was foundedby partnership of Turkish Airlines and Havaş, takingits place in the sector on January 1, 2010. TGS mainly61 www.comcec.org n www.shgm.gov.tr

Large & Spacious Check-in Hall Atatürk International Airport (IST) has a large and spacious check in hall. To enter the hall all visitors (including passengers and others) are obliged to pass a security point. Figure-24 Check-in Hall4.2.4. OBSERVATIONS OF THE PROJECT TEAM conducted many times. However, in the reportFinding the best methodology and therefore in the analysis, the most correct and approved data sets were used.During the project period, research team spentmany hours on desk based studies to scrutinize During the surveys and chats with passengers, onethe existing implementations on time based of the most notable critics of passengers was themeasurements. However, another bottleneck was attitudes of the police staff in passport control bootsto test implementations. As the result of this and security station behind the passport boots.reason, research team conducted several studies Indeed, research team reported this observationand measurements tests in Atatürk International to the relevant authorities. And it is known thatAirport regarding the location and time constraints. necessary actions were taken to warn related staffTherefore, the observation of the team about ISTis much more than the observations on the on-site about this critics of the passengers.visits. No feedback surveysAs a result of this, 2 of the project members were given the airport entrance cards in order to make Unfortunately, research team didn’t find any feedbackmeasurements inside the different terminal parts. survey desk or box within the airport.Research team experienced and witnessed many It is believed that feedback boxes or survey desks willincidences. Thus, the observations about IST are more help the airport to increase its passenger traffic in thedetailed and sometimes may be more criticizing. medium term.During all the visits, in IST, hundreds of passengers Our interviews with the passengers showed thatwere surveyed face to face, measurements were majority of the passengers have complaints about the insufficiency of staff. Some of the passengerswww.comcec.org n www.shgm.gov.tr 62

surveyed, stated that they had Another point is the design complaint received during theto wait for hours in the queues of of the airport. As a touristic passenger interviews. During theairline information desks. destination itself, İstanbul day, it is possible to see people needs an airport with more sitting or lying on the ground.Limited Free Wi-Fi traditional and cultural design. Unfortunately, Istanbul Atatürk Although the signage in generalAlthough all the study airports International Airport doesn’t have can be accepted as fairly good,have free Wi-Fi connection, in IST any special design or concept especially the gates on the groundunfortunately there is free Wi-Fi showing the high cultural heritage floor causes some confusionsconnections even with a limited of Turkey. since there is no any explanationtime offer. Passengers have to on the signage to indicate thefind some café or restaurants Insufficient seating capacity distance clearly.with free Wi-Fi connection forinternet access or simply pay by The seating areas in the airport incredit card to connect. general are weak. This is anotherAttitudes of the Passport Booth StaffDuring the studies, research team received several satisfaction perception of the passengers.complaints from international departure passengers The same complaints are also present in outstandingabout the rude attitudes of the passport clerk. As it airport review web pages.is the same in many airports, in IST passport clerksare from the national police forces. Beside these It must be emphasized that this is not only peculiar tocomplaints, research team witnessed some ungrateful IST. The same complaints have been received to someincidents during the surveys in the sterilized area. extent in other study airports.Thanks to Turkish DGCA, these incidents will be directly It is believed that this kind of ungrateful incidentsreported to the Directorate General of National Police.Unfortunately, it was understood that this attitude of sourced by staff effaces all the efforts carried by airportstaff in the airports have direct negative impact on the managements to increase the satisfaction level.63 www.comcec.org n www.shgm.gov.tr

4.3.HAMAD INTERNATIONALDOHA HAMAD INTERNATIONAL AIRPORTIATA: DOH4.3.1. GENERAL INFORMATION by 2020. Recently, DOH has awarded $76.11 million contract to Consolidated Engineering ConstructionHamad International Airport (also known as NDIA – Co. for additional taxiways.New Doha International Airport) is the internationalaviation hub in Doha, capital city of Qatar. It is one of The increasing passenger traffic in QATAR couldn’tthe newest international airports in OIC region. be met by the former Doha International Airport. Hamad International Airport (DOH) has beenHamad International Airport was inaugurated on designed to embrace the projected growth in theApril 30, 2014. The IATA code is DOH (hereafter it region. DOH is able to host approximately 30 millionwill be mentioned as DOH), which is coming from passengers per annum. After the completion of thethe former Doha International Airport. The ICAO phase three, it is expected to reach the capacity of 50code is OTHH. The airport was planned to open in million passengers per annum.2009. Although the construction began in 2006,there were some costly delays. One reason for this DOH is managed and operated by Qatar Civil Aviationdelay is that 60% of the site is land reclaimed from Authority. DOH is the home base of Qatar Airways.the Arabian Golf. Approximately, 6.5 million cubicmeters of waste material were used for landfill. As DOH has two runways. The eastern runway is world’sthe result, the first two phases of the airport finished eight longest runway with the length of 4850 m.in 2014. The third phase is still underway to expand There is 2 km distance between two runways whichthe capacity to 53 million passengers per annum IATA: DOH ICAO: OTHH Hamad International Airport IATA: DOH ICAO:OMDB is the international aviation hub in Doha, capital city of Qatar.Figure-25 The location of Hamad International Airportwww.comcec.org n www.shgm.gov.tr 64

City DOHAStarting Date of Operation 2014Aerodrome Status CivilICAO Code DOHIATA OTHHTraffic Type Domestic / InternationalBenefit Qatar Civil Aviation AuthorityMain Air Transport Carrier Qatar AirwaysTerminal Operator Qatar Airways Two runwaysCapacity 138 check-in counters spread across five islands means no more queues 30 million passengers per annum 50 passport booths (including privileged ones)Geographical Coordinates 25°16′23″N 51°36′29″EDistance to City 10 kmTransportation Bus, Shuttle, TaxiTable-22 General Information About DOHenables simultaneous take-offs and landings. Dual volume of 25 million DOH is the second largestrunways enable handling 100 airports per hour. airport after Dubai International (DXB) in the region.Not only runways but also many parking areas are It can handle 8.700 passengers per hour.constructed conveniently for Airbus A380. DOHhas an aquatic theme featured with wave styled roof. The control tower has a shape of Islamic crescent. In DOH, everything is cleverly designed for the maximum accessibility under one roof. The oval shape of the main terminal reduces the walking distances. DOH comprises three concourses with its multiple level structure. The one roof structure of the airport enables zero hassle transfers. Figure-26 Aquatic Theme of DOHThe terminal building with 600.000 sqm land area Figure-27 City of DOHAis the biggest building in Qatar. The Check in loungewithin the terminal itself has a column free area of25.000 sqm including 138 check in counters. Withall this figures an average annual passenger traffic65 www.comcec.org n www.shgm.gov.tr

Simplicity offers Best Efficiency Doha International Airport (DOH) has one mega terminal for all the processes. The airport is designed to run all services under one roof with a multiple floors structure.Figure-28 An internal view of DOH, Source: Reuters4.3.2. TERMINAL INFORMATION heat. The immigration area of the airport is also a very large and spacious. As one of the most luxuriousDOH has one mega terminal for all the processes. airports in the world, DOH presenting to passengersThe airport is designed to run all services under one a very easy navigation experience.roof with a multiple floors structure.The terminal is separated into 5 concourses: A, B, C. For the arriving passengers, it is very simple to findConcourse A is located at the west of the check-in their ways even if they are first time visitors. Arrivingarea. It comprises 10 gates connected to jet bridges. passengers directly reach the ground floor baggageThere are two gates convenient for Airbus A380. hall and exit to a welcoming hall including intermodalConcourse B (east side of the check in area) has 10 transportation options. There are numerous greetergates. 2 gates are designed to accommodate Airbus staff waiting in the welcoming hall and in the taxiA380 like Concourse A. Concourse D & E are located pavilion to give assistance to the passengers.north of the check-in area, at the end of Concourse C. Check-inBoth naturally and artificially illuminated departurehall with steel framed glass walls create a very There are 138 check in counters spread across fivespacious and unobstructed experience to departing islands which reduces the hassle and congestion. 30passengers. The column-free, unobstructed check- counters are exclusive for business and first classin hall with the support of very efficient signage passengers of Qatar Airways.enables passengers to find their way very easily.The information desks of airport and some airlines Passport Controllocated near the entrance doors are in passenger’sservice for 24 hours. Long side facades with the same There are 50 passport control counters. 34 counterssteel-framed glass structure also controls the solar and 12 e-gates are designated for economy class passengers of all airlines while 16 passport counters and 8 e-gates are serving to first class and business class passengers of Qatar Airlines.www.comcec.org n www.shgm.gov.tr 66

Boarding LoungesThere are 41 contact gates (will be 65 soon) with a There 16 lounges spread over and area more thandirect access to the aircrafts. 80.000 sqm. With the five star facilities and newly remodeled design, DOH is accepted as one of theOne of the prominent adventages of DOH for most luxurious in the world .passengers is that all transactions and processesare gathered under the same roof with a very wise Leisure and Relaxationdesign. The travellators and automated peoplemovers between gates enables faster mobility for There exists a hotel with 200 rooms in the terminal.customers. There are also 2 squash courts, a gym, a juice bar, a 25-meter long swimming pool, saunas and five-starThere are many prayer areas and there is a mosque spa in the terminal building.in the airport with stunning aquatic theme. Art and EntertainmentRetail and F&B DOH offers a gallery-like experience with plenty ofMore than 70 retail outlets established on an area art available to observe while moving through theof 25.000 sqm offers very luxurious brands. 30 cafés airport.and restaurants are also available. As one of the mostluxurious in the world, some coffee shops have gold DOH provides games room and kids playroom forplated counters. the children and families. There are many meeting facilities in the airport.67 www.comcec.org n www.shgm.gov.tr

The Flag-Carrier of DOHA As the flag carrier of Qatar. Qatar Airways uses DOHA as the home base with more than 150 aircrafts serving to more than 140 international destinations. Figure-29 Qatar Airways4.3.3. KEY PLAYERS DOH is owned and operated by Qatar Airways, it isQATAR AIRWAYS also dependent on QCCA regarding legislative and regulatory subjects.Qatar airways is the state-owned flag carrier ofQatar. Qatar Airways uses DOHA as the home base QATAR EXECUTIVEwith more than 150 aircrafts serving to more than140 international destinations. It is headquartered in As a part of Qatar Airways Group, Qatar Executive isthe Qatar Airways Tower in Doha. Qatar Airways has operating with charter flights, aircraft management,several divisions as Qatar Aircraft Catering Company, maintenance, fixed based operation services in DOH.Hamad International Airport, Qatar AirwaysHolidays, United Media Int, Qatar Duty Free, Qatar QATAR DUTY FREEAviation Services, Qatar Distribution Company, andQatar Executive. It operates and manages Hamad As a subsidiary of Qatar Airways Group, Qatar DutyInternational Airport. Free manages and operates more than 40.000 sqm of combined retain and dining spots in DOH. It managesQatar Airways was voted as the Airline of the Year in 70 boutiques and 30 restaurant and cafes in DOH.2011 and 2012 by Skytrax.CIVIL AVIATION AUTHORITY OF QATAR (QCCA)The Civil Aviation Authority was founded in 2001.QCCA has a legal personality and a budget that isaffiliated with the Ministry of Transport. It is thesupreme governmental institutions in Qatar whichregulates aviation industry and airports. Althoughwww.comcec.org n www.shgm.gov.tr 68

Hamad International Airport Mosque69 www.comcec.org n www.shgm.gov.tr

Figure-30 Over sized Lamp Bear by Swiss artist Urs Fishcer Airport in An art museum There are many works of art through the terminal. The biggest and outstanding example is the Lamp Bear located in the middle of the airport. It was made by Urs Fischer who is a Swiss Artist.4.3.4. OBSERVATIONS OF THE PROJECT TEAM will immediately find him / her and ask to help. In theOne of the most luxurious. baggage claim area, check in hall, departure gate, taxi pavilion it is possible to see more staff than the numberRegarding its young age and remodeled dazzling of passengers.modern design, DOH can be described as having themost luxurious terminal building among the study A very well organized airport.airports. There are plenty of globally famous boutiques,high class fine dining restaurants, cafeterias with gold During the conversations and interviews with theplated counters. However, DOH is not an airport only passengers in DOH, it was found out that DOH hascatering to high class passengers. During the planning a highly preferred by transit passengers via its wellof the airport, all segmentations of the passengers were organized structure. All transactions and processes aretaken into consideration. DOH, obviously providing a integrated under one roof which turns this airport intohigh class airport experience to all passengers. a hassle-free transportation hub. However, the D and E gates are perceived as far by passengers. Especially,The first impression of the research team was the E24 gate (remote gate) force passengers to walk aconsiderably positive. There are plenty of assisting staff remarkably long distance.in the airport who are always ready to assist passengers.If a passenger seems confused, an informative staff A modern, passenger-facilitation-oriented design festooned with cleanness. During the observations, one of the high points was the cleanness of the airport. Moreover, interviews with the passengers showed that passengers are quite impressed with the cleanness of the airport.Figure-31 One of our team member while talking to An airport for families. Trolley Team. There are very well designed Parent Rooms located throughout the airport. Facilities are equipped with water/milk warmers and diaper changing stations. There are five activity zones with televisions, internet,www.comcec.org n www.shgm.gov.tr 70

Figure-32 Taxi Coordination Team in DOH Figure-33 Designated Family Areas with Children Play zonestoys, mini-rides and climbing frames. Facilities are immigration processes were observed to be long. Itlocated in the airside of Concourse A, B and C. In the will be evaluated in more detail in the Measurementairside of the airports, through the gates, there are Section of the study.several Business and Internet Stations open to public.While it is only available in business and privileged Airport in an Art Museumlounges in many airports, DOH offers high technologycomputers to economy class passengers. Beside the There are many works of art through the terminal. Theinternet centers, in the terminal building, there is biggest and outstanding example is the Lamp Bearhigh speed and free Wi-Fi connection. Although many located in the middle of the airport. It was made by Ursinternational airports offer free Wi-Fi connection for at Fischer who is a Swiss Artist. In this manner, the touchleast limited time, most of these free connections were of Qatari Royal Family in the airport becomes moreobserved to be weak or completely dead. However, in obvious since the Royal Family is known with theirDOH the free connection is very stable and fast. collection of artworks. Through the airport, Qatari, Arab and Western art opuses are displayed. Indeed, theWell trained, helpful staff design of the airport is itself is artsy.Another high point of DOH is the staff itself. During our The modern look and spacious design surpassed byobservations and interviews with passengers, it has the long walking distances.been found out that the clients are quite clued-up andfriendly. There is no need to progress to the information The observations and interviews revealed that most ofdesk for questioning since there are informative staff in the passengers had complaints about the long walkingalmost every corner of the airport. distances in DOH. Especially D and E gates are reached after long distances of walking.Low waiting times Figure-34 Business and Internet StationsIn accordance with the observations, it can be affirmedthat the waiting time in queues in check-in and securityare significantly low. It is believed that the main tworeasons for this are the efficiency and education ofthe staff and the over-size of the airport sourced byits design. However, the increasing demand in QatarAirways may change this situation in the future. Besidethe low waiting times in check-in and security, the71 www.comcec.org n www.shgm.gov.tr

4.4.KUWAIT INTERNATIONALKUWAIT INTERNATIONAL AIRPORTIATA: KWI4.4.1. GENERAL INFORMATION is operated by DGCA directly whereas Sheikh Saad General Aviation Terminal is operated by RoyalKuwait International Airport is located in the Kuwait Aviation Company by FBO (fixed base operation).City. The airport is located near the Persian Gulf and The terminal side and some of the land operationsit is only 16 km away from Kuwait City center. of are divided into companies. For example, catering services are operated by the company name KuwaitWith the DGCA’s “Open Skies” policy which was Aviation Services Company (KASCO) which is aintroduced in 2006, which aims to liberalize subsidiary of Kuwait Airways. In the aerodrome side,the bilateral arrangements governing air traffic there different companies who are giving otheroperations with other countries, the air passenger operational services such as transfer busses, landtraffic of Kuwait Airport started to increase. The side technical operations, staircases for aircrafts,policy is in accordance with the vision of the Amir of etc. In example The Directorate General of CivilKuwait, Sheikh Sabah Al-Ahmad Al-Jaber Al-Sabah, to Aviation has authorized to a second handling agentdevelop Kuwait into a commercial and business hub National Aviation Services (NAS) to provide fullfor the region. ground handling services for passengers and cargo operations at Kuwait international AirportDirectorate General of Civil Aviation (DGCA)Authority has right to operate most of the airports Being in the very center of the city, Kuwait Airport hasin Kuwait, including Kuwait Airport. Kuwait AirportFigure-35 The location of Kuwait International Airport IATA: KWI ICAO: OKBK Kuwait International Airport is located in the Kuwait City. The airport is located near the Persian Gulf and it is only 16 km away from Kuwait City center.www.comcec.org n www.shgm.gov.tr 72

City Kuwait CityStarting Date of Operation 1961Aerodrome Status Civil/MilitaryICAO Code OKBKIATA Code KWITraffic Type InternationalBenefit Directorate General of Civil Aviation AuthorityMain Air Transport Carrier Kuwait Airways and Jazeera AirwaysTerminal Operator Directorate General of Civil Aviation AuthorityGeographical Coordinates 29°13′36″N 047°58′48″EDistance to City 16 kilometersTransportation Bus, Shuttle, TaxiTable-23 General Information About KWIa great advantage to be reached. Also the airport islocated in a very pure area, which may easily allowfurther extensions in the airside and terminal if thedemand increases in the future. Offering differentkind of transportation to the passengers such as bus,shuttle and taxi, Kuwait Airport is thought to be apassenger friendly airport.The airport is approximately 16 km from the city Figure-36 Check-in Halls in KWI (Isolated via Security Gates)center and without the traffic; it is possible to reachthe airport within 15-20 minutes.73 www.comcec.org n www.shgm.gov.tr

4.4.2. TERMINAL INFORMATION in which they or their baggage may be randomly checked by Customs Enforcement officers with theAs Kuwait is a small country nearly 17.800 km2 in help of x-rays and other technical equipment. Ifterms of land, there is no domestic flight flow in everything goes without a problem, passenger mayKuwait International Airport. The airport has only exit the sterilized customs area and use the restinternational terminal which has 2 separated levels of the facility such as rent a car services, banks orfor departure and arrival passengers. There are also change offices, etc. and exit from the terminal.other floors which are serving for other operationsundertaken in the airport. Departure LevelIn order to provide the passage between domestic The departure level of Kuwait Airport is servingand international connection flights, there are bridges for international passengers. There are check-inand controlled doors between the terminals and the contours, ticket sales offices, lounges, restaurants,departure/arrival floors. Passengers have chance to coffee shops, markets, souvenir shops, pharmacy,change floors or terminals without exiting the facility. banks, change offices, masjids, transit desks, etc. A transit international passenger who will changeThere are 12 gates in the domestic terminal and 26 his/her flight in Kuwait Airport may have chance togates in the international terminal side. These gates finalize its formalities in the transit desk counters andboth serve for departure and arrival passengers directed to the international departure level withoutaccording to the requests of air transport carriers and exiting the terminal or sterilized area.availability. Rest of the airplanes park in the parkinglots of airside and passengers are transferred to the A regular departure passenger has to enter terminalterminals by busses free of charge. and enter the pre-security in the entrance of terminal building. After entering the terminal, the passengersArrival Level must finish their check in procedures unless they do not have their mobile boarding passes.The arrival level of Kuwait Airport is serving for  international passengers. There are restaurants,coffee shops, markets, souvenir shops, pharmacy,banks, post office, change offices, rent a car office,lost and found points, baggage custody services,masjids, transit desks, etc.After leaving aircraft, passengers are directed topassport check in points in order to enter the Kuwaititerritory. After the passengers finalize its passportformalities, they enter the sterilized area where theycan collect their baggage and find different kind ofduty-free shops in addition to regular shops andrestaurants. Baggage belts and duty free shops arelocated close to each other.In the end, passengers cross the customs zonewww.comcec.org n www.shgm.gov.tr 74

4.4.3. KEY PLAYERS 200s were delivered in 1980-1981. Two years laterDIRECTORATE GENERAL OF CIVIL AVIATION eight Airbus A310s and A300-600s were delivered, and in 1986 three Boeing 767-200ER aircraft joinedDirectorate General of Civil Aviation of Kuwait was the wide-body fleet.established in 1956 under the name of Kuwait CivilAviation Department as a section of the Directorate Following the destruction of its premises and 15 ofof Public Security. In 1975 Civil Aviation Department its aircraft during the Iraqi invasion of Kuwait, thewas renamed the Directorate General of Civil Aviation airline was relaunched. Kuwait Airways fleet now(DGCA), headed by a Director General with the rank comprises three A320-200s, three A310-300s, fiveof Undersecretary. A300-605Rs, four A340-300s and two Boeing B777s, bringing the fleet to 17 aircraft, equipped with theThe DGCA is responsible for the management latest entertainment systems.and operation of Kuwait International Airport andsupervision of all services and facilities extended to Kuwait Airways aims to re-establish its network to reach more than 46 countries around the globe withair transport traffic in the airport. a firm commitment to providing the finest service and comfort to passengers while continuing to rankKUWAIT AIRWAYS safety as one of highest priorities .On the wave of the oil boom of the 1940s, a national KASCO (KUWAIT AVIATION SERVICES COMPANY)carrier was born in 1954. Initially, Kuwait AirwaysCompany served a limited network of Abadan, In the early 1980’s, Kuwait airways identified theBeirut, Damascus and Jerusalem but a year later the need for a separate company to undertake manyfledgling carrier was facing economic hardship, and of its ground handling functions. In addition, thethe government of Kuwait took a 50% interest in the provision of a flight kitchen operating to first classairline, subsequently doubling the company’s capital. international standards at Kuwait InternationalIn the following years, the government finally took Airport was seen as essential for the future growthout 100% share in Kuwait Airways. of the airport. Kuwait Airways therefore established in 1981 a wholly owned subsidiary Kuwait AviationKuwait Airways entered the jet age in 1962 by leasing Services Company (KASCO) - to meet these needs.a Comet 4-C, the world’s first jet-engined airliner. Inthe 1960s, the national carrier rapidly expanded itsroute map, and scheduled services to London begunthree times a week. To keep pace with fast-movingaviation needs, three Boeing 707s were deliveredin 1968. Ten years later, Kuwait Airways had an all-Boeing 707 fleet of eight aircraft.In 1978, Kuwait Airways entered Figure-37 Kuwait Airways is Kuwait’s Flag-Carrierthe wide-body age by takingdelivery of its first two B747-200s, addinga third the following year. This expansion permittedKuwait Airways to extend its network to New York tothe west and Manila to the east.Modernization of the fleet continued, and four B727-75 www.comcec.org n www.shgm.gov.tr

Security Check Before Check-in In Kuwait International Airport, airport is open public. However, only ticketed passengers are allowed to check-in halls after security checks. Figure-38 Check-in Lounges4.4.4. OBSERVATIONS OF THE PROJECT TEAM It was observed that the cues in many areas are very convenient for passengers to argue because of theAs it is stated in the beginning of the study, the main arrogant passengers not obeying the lines. Staff mustpurpose of this project is to depict the bottlenecks as be trained in this manner so as to interfere in suchwell as the best practices of 6 outstanding international situations.airports in OIC region. Doing so, the overall objectiveis to increase the quality and satisfaction of the Unfortunately, the mess is also observable inpassengers so as to increase / protect the existing and check in cues. Any passenger needs to ask thepotential passenger traffic volumes, which aims to direction or check in counter. The security stations inassist the efforts of fixing the air traffic gravity center the entrance of the check in lounges is another cause ofin the center of OIC region. Therefore, it is obligatory to congestion. The visual contact with the check in deskspreserve the objectivity for the research team. are interrupted by separating glass wall which forces many passengers to ask their check in desks.The first impression of arriving international passengers at KWI is unfortunately the mess in The passport check zone for departing passengers isthe terminal since the arrival and departure areas contrarily very efficient. The Sydney type cues beforeare interwoven. Aside from this congestion, the weak the immigration zone and the separated large areasignage is only serving to more congestion. For a fresh with many boots are facilitating and improving thearriver, it is not easy to navigate in the passengers. immigration process. It must be stated that the staffAnother case serving to congestion is the structure of in immigration have the sense of professionalism. Theimmigration and visa desks. As soon as a passenger gets congestion in the other cues is difficult to be observedrid of the congestion in the arrival zone, another struggle in passport booths area.waiting is the congestion in the visa desks. Researchteam couldn’t find any easily visible explanation in The terminal building is very old, gloomy and doesn’tthe passport area about the visa procedures or the have the look of international hub. It is believed thatlocation of visa desks which is probably the result of the this airport is far from meeting the conditions of today.congestion. However, the friendly attitude of the staff A new building or a wide refurbishment is a must forand their pleasure to help despite of being exhausted Kuwait. In this manner, the number of F&B outlets aremust be emphasized. limited and it is possible to fell the congestion in F&B outlets all the time since most of them are open toAs it is mentioned above, the signage in the airport general public.is to be improved as soon as possible. In addition,the disorder among the airport is another subject.www.comcec.org n www.shgm.gov.tr 76

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4.5.KLIA INTERNATIONALKUALA LUMPUR INTERNATIONAL AIRPORTIATA: KUL4.5.1. GENERAL INFORMATION many awards to KUL. It is the first and only airport inOne of Asia’s major aviation hubs the world to receive the Green Globe 21 certificate. KUL has won also the Platinum status in Earth CheckKuala Lumpur International Airport is located at the Benchmarked Airport global certification in 2012.top of the southern corridor of Peninsular Malaysia. However, the awards KUL won are only not limited toThe abbreviation for the airport is KLIA as most those mentioned. KUL was thrice voted as the World’scommonly used in the region (hereafter will be Best Airport (15-25 million passengers per annum) inmentioned as KUL). The IATA abbreviation is KUL the 2005 AETRA awards, 2006 ACI-ASQ awards andwhile ICAO abbreviation is WMKK. KUL is one of the 2007 ACI-ASQ awards1.major aviation hubs in Asia. KUL is located in Sepangdistrict, and it is approximately 50 km from the city Inauguration of the airportcenter of Kuala Lumpur. Subang International Airport was the former main airport of Kuala Lumpur. Future demand forecastsAirport in the Forest forced the Malaysian Government to construct a new airport. KUL is a part of Multimedia Super CorridorKUL has the concept of “Airport in the Forest, Forest which is an exclusive development master planin the Airport”. When landing, passengers are facing and also an economic zone in Malaysia. KUL wasa large green space which suits its concept very well. inaugurated in 1998.KUL has cooperated with Forest Research Institute 1 http://www.klia.com.myof Malaysia to transplant a rain forest in the SatelliteBuilding. The integration with the nature brought IATA: KUL ICAO: WMKK Kuala Lumpur International Airport IATA: KUL ICAO:WMKK is one of the major aviation hubs in Asia. Figure-39 The location of KULwww.comcec.org n www.shgm.gov.tr 78

Airport in the Forest Forest in the airport When landing, passengers are welcomed by a large green space which suits its concept very well. KUL has cooperated with Forest Research Institute of Malaysia to transplant a rain forest in the Satel- lite Building.Figure-40 The Green View of KULToday KUL is major hub for Malaysia Airlines, distances between all runways enables simultaneousAirAsia, Malindo Air, Rayani Air and MASkargo. KUL take-offs and landings. Terminal 1 and KLIA 2 hasis operated by Malaysia Airports Holding. KLIA is their own designated runways. The third runway isalso home for the HQ centers of Malaysia Airports between two terminals. Therefore, the waiting timesHolding, MASkargo and Malaysia Airlines. of the planes are reduced to minimum. One of the distinguishing aspect of KUL is that it has two controlOn 2014, Malaysia Airport opened a brand-new towers. One control tower is located in Terminal 1, asterminal KLIA2 (which can also be deemed as a new the third tallest control tower in the world, while 1airport) only 2 km away from KUL’s main terminal tower is located in KLIA 2.KLIA. KLIA 2 was announced as “Malaysia’s NextGeneration Hub”. It was constructed to cater local and The accessibility of the airport is one of the exemplaryinternational low cost carriers. While the capacity of implementations in the world. Bus, shuttle services,the elder airport is 25 million, the capacity of KLIA2 is taxi are few of the options. However, the most used45 million passengers per annum. The main terminal transportation tool to access the airport or city isand KLIA 2 together are capable of welcoming 70 KLIA Transit / KLIA Express high speed rail system.million passengers in a year. KLIA 2 with its modern It is possible to reach to KUL from the KLIA Sentraldesign also includes a shopping mall inside. (city center) in less than 30 minutes. The fee of the train service is remarkably cheap with respect to theThere are three runways in the airport. The 2 km distance and quality.79 www.comcec.org n www.shgm.gov.tr

4.5.2. TERMINAL INFORMATION Level 2 of KLIA 1The Passenger Terminal Complex including three Level 2 is the departure level of the main terminal.main units as the Main Terminal, the Satellite Access to airport offices, food courts are offeredTerminal and the Contact Pier is one of the best in this floor. Aerotrain to international gates alsonaturally illuminated terminal complex in the world. located in level 2. As the departure level, there areIn the complex, there are several hotels, retail shops, also 216 check in counters and numerous integratedrestaurants, cafeterias and many shopping spots. check in self kiosks.4.5.2.1. MAIN TERMINAL BUILDING (MTB) AND Contact Pier of KLIA 1 (CP1)CONTACT PIER The 2-level Contact Pier is a rectangular shapedMain Terminal Building serves to both domestic terminal building which is connected to the mainand international flights. It is connected to Contact terminal building. It is mainly used by MalaysiaPier via a rail system. Passengers are transported Airlines for domestic flights. It also serves to somebetween Level 1 (domestic gates B&A) and Level international flights. CP1 is connected to the satellite2 (international gates H&G) via this rail system. It terminal via Aerotrain. There are shopping spots, foodis observed that during the busy hours there are courts, praying are, duty free mall on the second levelcongestions in the trains and passengers have to wait of CP1. On the first level there are immigration andfor second, and sometimes third train. transfer counters which enables transit passengers to complete necessary steps within the same building.There are 6 check-in islands including 216 check-incounters. There are also integrated check-in kiosks 4.5.2.2. SATELLITE TERMINALfor departure and transit passengers. The 2 level Satellite Terminal mainly operatesIn addition to restaurants, cafes, shopping spots, international flights with its own immigrationduty-free shops, there are also post office, bank, facility. It is situated on the opposite side of the MainATM machines, exchange offices, prayer areas, Terminal’s apron. The Satellite Terminal has a crossimmigration counters within the main terminal. shaped mezzanine. The levels are divided into four wings with a landscape in the center. It is connectedGround Level of KLIA1 to the CP1 with Aerotrain. Aerotrain moves with 5 minutes’ intervals, and it lasts 2 minutes to arrive atThis floor includes the station for KLIA Express (direct CP1.train to KLIA2) and KLIA Sentral (direct train to citycenter). Also, in this floor it is possible to access to Level 1Parking lots. There are also buggy services to thehotels in this floor. Level 1 is the boarding level of the Satellite Terminal and it houses gates divided into 4 zones. In the centerLevel 1 of KLIA1 of the level, there exist information desk, shops, duty free and food spots.Level 1 of the main terminal is the arrivals levels ofboth domestic and international flights. Aerotrain Level 2service to domestic gates are also offered in thisfloor. There is also immigration, custom clearance This mezzanine type level houses many foodand baggage handling zones in this level. spots, airline lounges (Emirates, Malaysia Airlines, and 6 other airlines), duty free and brand shops,www.comcec.org n www.shgm.gov.tr 80

City Kuala LumpurStarting Date of Operation 1998Aerodrome Status CivilICAO Code KULIATA WMKKTraffic Type Domestic / InternationalBenefit DEPARTMENT OF CIVIL AVIATION MALAYSIA (DCA)Main Air Transport Carrier Malaysia AirlinesTerminal Operator MAHB (Malaysia Airports Holding Berhad)Capacity Three runwaysGeographical Coordinates 02°44′36″N 101°41′53″EDistance to City 40 kmTransportation Bus, Shuttle, Taxi, Rail systemTable-24 General Information About KULinformation desk, post office, massage service, inaugurated. It is also called as “Next Generation Hubchildren play grounds, movie lounge. There is also a – International Airport Hub”.hotel called “Transit Hotel” within the level 2 of theSatellite Terminal. KLIA 2can be shown as one of the best examples among international Figure-41 Information Screens in the departure hall airports with respect to its innovative passenger movement and facility implementations. During the meetings with Malaysia Airports Holding, it has been informed that Malaysia did not receive any consultancy in any phase of the project. However, it must be emphasized that KLIA 2 includes outstanding best practices. The face recognition system in passport booths and desks for the citizens of Malaysia4.5.2.3. KUALA LUMPUR INTERNATIONAL Figure-42 Check in Kiosks and Counters in T1AIRPORT 2 (KLIA 2)The meteoric rise of the low cost carrier demand inthe region forced Malaysian Government to establisha new terminal. However, Malaysian Governmentand Malaysia Airports Holding carried this projectto another level as a completely new and moderndesign. In 2014, just two kms away from KLIA1, KLIA2 (Kuala Lumpur International Airport 2) has been81 www.comcec.org n www.shgm.gov.tr

is one of the examples. In the check-in lounge there malls in the world where customers are able to dineare self-baggage drop areas for the passengers who and shop while watching planes taking off. KLIA 2 canhave online check in. Fully automated baggage and be mentioned as the biggest airport shopping mallhandling facilities with the centralized processing with 70.000 sqm of retail area2.facilities are the pros of the airport which enhancethe passenger experience. Rail system called KLIA There are 4 check in islands with 8 rows located inexpress enables the passengers and visitors to move each island. There are 5 piers which comprise theto KLIA 1 in less than 3 minutes. The rail system also boarding gates for domestic and international flights.directly connected to KL Sentral (City Center). There While 3 piers are connected to the main building, theare several taxi companies with budget options also. other 2 piers are connected to the satellite building.As the only mega terminal in the world which There are 6 information counters located throughout exclusively serves to low cost carriers. During the terminal. These counters are located at Level 2the interviews with the management level of Malaysia Arrival Hall and Level 3 Departure Hall in both MainAirports Holding, it was learnt that the unique design Terminal and Satellite Buildings .of KLIA 2 is planned to allow expandability in thefuture. Also, the apron side of the terminal has some With its lounges, designated kids’ areas, prayerground problems which are solved with ground areas, 3 hotels for different budget options,patches. Although it is the part of the main airport its fully automated systems and other pros, KLIA 2 canIATA Code is KUL 2. be deemed as the most passenger friendly airport among the studied airports.KLIA 2 with its multi structural presence, has a totalfloor are of 257.000 sqm. As it is seen in Figure 8,  the main terminal building and the satellite terminalbuilding are connected with a “Skybridge” which isthe first airport Skybridge in Asia1. Skybridge givesa unique experience to passengers with its wide viewof apron. Passengers are able to watch, take photosor films of the planes moving in the taxiways.As it is stated before, KLIA 2 is the largest terminalbuilt with the purpose for low cost travel with its 45million passenger per annum capacity.There are 68 departure gates, 80 aerobridges, 10 2 About KLIA2, http://www.klia2.info/remote stands. KLIA 2 also hosts a shopping mallwith 35.000 sqm of commercial space and 225 retailoutlets. Gateway@KLIA2 as the adjacent shoppingmall of KLIA2 is one of the most special shopping1 http://www.malaysiaairports.com.my/document/klia2/klia2.pdfwww.comcec.org n www.shgm.gov.tr 82

Next Generation Hub of Low Cost Carriers The Malaysia Airport KLIA2 is built to cater for the explosive growth in low-cost travel industry. It is planned to accommodate 45 million passengers a year. Figure-43 KLIA 2 with its modern design4.5.3. KEY PLAYERS HOLDINGS BERHAD MALAYSIA AIRLINESMALAYSIA AIRPORTS(MAHB) As the flag carrier of Malaysia, Malaysia Airlines is one of Asia’s largest carrier by serving more than 40.000In 1992, MAHB were established with the decision passengers to 50 destinations daily. KLIA is the home base of Malaysia Airlines.of the Malaysian Parliament to operate and manage MASkargo as the subsidiary of the Malaysia airlinesthe airports. With this decision, Department of which runs air freight services and manages the belly cargo of Malaysia Airlines uses KLIA as the homeCivil Aviation remains as the regulatory body of the base.airports and aviation industry in the country. DEPARTMENT OF CIVIL AVIATION MALAYSIA (DCA)In 1999, MAHB was incorporated as a public listedcompany in Main Board of Bursa Malaysia Securities As an agency under the Ministry of TransportBerhad. With this incorporation, MAHB became the Malaysia, DCA is responsible to regulate aviationfirst airport operator in Asia to be listed in the stock industry and airport activities. It was formed in 1969exchange. following the Civil Aviation Act 1969 by Malaysian Parliament. Especially “Airport Standards” divisionToday, MAHB manages most of the airports under the agency is responsible for all the regulatory in Malaysia. Also KLIA is one of the airports activities regarding KLIA and all Malaysian Airports.operated by Malaysia Airport Holding. KLIA is one ofthe subsidiaries of MAHB. All the best practices andinnovative implementations observed in KLIA andparticularly in KLIA 2 are the opus of MAHB.MAHB also manages international airports in Turkey,Kazakhstan, India, Maldives and Cambodia.83 www.comcec.org n www.shgm.gov.tr

Large & Spacious Check-in Hall Atatürk International Airport (IST) has a large and spacious check in hall. To enter the hall all visitors (including passengers and others) are obliged to pass a security point. Figure-44 Check-in Hall4.5.4. OBSERVATIONS OF THE PROJECT TEAM Center of attraction, especially for aviation loversA complete transportation hub It must be emphasized that KLIA 2 is offeringOne of the outstanding pros of KLIA is the accessibility quite unique experience to its customers and theof the airport. Even for the first time visitors, despite passengers to dine and shop by watching the planes.the 50 km long distance, to reach the city center Aside from this unique experience, the SkyBridge inis very easy. In particularly, KLIA Express (the rail KLIA 2 can be deemed as a center of attraction with itssystem) enables passengers and visitors to easily innovative bridge design which enables passengersmove between KLIA 1 and KLIA 2 and to City Center. to forget the distance they walk as the result of theThe price policy for the KLIA Express and KLIA Sentral excellent apron and taxiway views.(city center service of the train) are very affordable.There are also a wide variety of taxi choices for One of the pros of the airports is that, buggy servicesall budget options. The elevators indicating the inside the airport is free for those who require. Theretransportation points including KLIA Express are is no doubt that KLIA 2 is one of the most passengerquite visible. However, the presence of taxi touts is friendly terminals in the world. It is possible to findvery strong to disturb some passengers. power socket almost in every corner of the terminal.Very well designed and calculated signage Aerotrain kills the distance between the terminals.Inside KLIA 1 and KLIA 2, the signage is utmost effective. Main Terminal and satellite terminal is connected withHowever, our interview with the passengers showed a rail system. Although it takes less than 3 minutes tothat the layout of KLIA 1 is perceived as convoluted reach the main terminal from the satellite, there isby a significant amount of the passengers. KLIA 2 generally congestion in the Aerotrain waiting areas.which is a younger and more modern international Passengers need to take Aerotrain for custom checkterminal is stronger regarding the layout issues, and baggage carousels.although some passengers claimed that they wereconfused with the adjacent shopping mall Gateway@ In KLIA1 passenger can use one 42 self-check inKLIA. There is a direct passage from the mall to the kiosks. Our research team didn’t observe extremeairport which increases the congestion in the open congestion in KLIA1 during the study visit. 216public area. check in counters located in 6 islands is probably thewww.comcec.org n www.shgm.gov.tr 84

Figure-45 KLIA Ekspres & Transit KPLRIOAIeNkNspIBreHs A&UtrGaUnEsit MScAeHleBrisoqfufeersseadd, alazczilniniag irna,ilmtri.aCnrsapsorvtealtiloonresmys. tEetmiamwhpiechl- lteunrntessKqUueL ianlitqouaettrtaenllsupso. rPthaatisoenlluhsubp.hVairaetthraesneurllaailascydstiaemm., Q3 usitsaqtiuoensseamrepecrojnunsetoctaetdriwsuitsh. Daovneercyvfeanset ntraatinss, ptuorrptaistivoenl hmeondder:eKriLtIiAntMeradinumTe, rdmuinliaglu, lKaLuIAltr2icaiensdpKuuraulsa, sLeudmppousruCeirtey lCibeenrtoerd. uBieidtwoerecin. DMoaninecTveernmeinatlisa,ntdurKpLisIAve2l,hietnladsrtesritleisns- tehradnum2 ,mdiuniulitgeus.laPauslstreincigeesrpsucrauns, rseeadchpotshueerceitylibceernotedruiin. less than 30 minutes.reason for this. Malaysia Airports is encouraging its of food and beverage spots after immigration. Manypassengers to check in online, and there are many passengers complained about this predicamentbaggage drop desks for online check in passengers. during our interviews and surveys.In KLIA 1the seating capacity One of the most common complaints research is one of the cons. team received during the field study is theEspecially, for the transit passengers the amount of insufficient number of F&B outlets after theseats is very limited. immigration point particularly in KLIA2. The same topic is recursively mentioned in the internetOur interviews showed that KLIA 2 has a big complaint sites also (SkyTrax). However, the impactadvantage with its new facilities. First and foremost, of being a brand new and well-designed airport isplus of KLIA 2 is that it is a completely disabled people significantly filled in the internet ratings of the airportfriendly airport. It was obvious that MOHB took this as well as in the study questionnaires.into consideration during the project. In KLIA 2, allterminal is accessible with wheelchair.While Gateway@KLIA offers a unique mall experience,this adjacent mall increases the congestion in theterminal.During our interviews the most common complaint Figure-46 Gateway@KLIA2, the grand shopping mall adjacent to KLIA 2of the passengers about KLIA 2 was the very longwalking distances. During our research on complaintweb sites and interviews, it has been understoodthat these distances have a very negative impact ontransit passengers.Another bottleneck in KLIA 2 is the very rare presence85 www.comcec.org n www.shgm.gov.tr

4.6.SOEKARNO-HATTASOEKARNO-HATTA INTERNATIONAL AIRPORTIATA: CGK4.6.1. GENERAL INFORMATION World’s busiest 8th airportThe major aviation hub in Indonesia By welcoming 63 million passengers in 2014, CGK wasSoekarno–Hatta International Airport (CGK) is the listed as the 8th busiest airport in the world by ACI.main international hub in Indonesia archipelago. CGK has a prominent role in Indonesia by connectingIt has started its operation for domestic flights in the archipelago by its domestic flights. In addition,1985 by replacing the over-capacitated Kemayoran there are daily frequencies among Asia, Australia andAirport. Following the expansion in 1991 with the Europe. According to OAG, CGK is deemed as the 17thcompletion of Terminal 2, CGK has become the main most connected airport in the world.hub for both international and domestic commercialflights by overtaking the international flights from With the completion of the first phase of Terminal 3,Halim Perdanakusuma International Airport which CGK has brought some solutions to the congestionwas used as the solution to embrace the increasing in the land side and air side of the airport. However,air traffic in Jakarta until the opening of Terminal 2. many refurbishments and expansions planned were delayed.CGKwelcomed approximately 63 million passengers in 2014 despite its 22 Terminal 1 and Terminal 2 were designed by Frenchmillion passengers per annum capacity. Architect Paul Andreu who is also the designer of Charles De Gaulle International airport. In IATA: CGK ICAO: WIII Soekarno–Hatta International Airport is the main international hub in Indonesia archipelago. Figure-47 The location of CGKwww.comcec.org n www.shgm.gov.tr 86

Airport in the Forest Forest in the airport According to OAG, CGK is deemed as the 17th most connected airport in the world. CGK welcomed ap- proximately 63 million passengers in 2014 despite its 22 million passengers per annum capacity.Figure-48 CGK with impressive design and lookevery corner of the airport it is possible to feel the Aeroflot, Air India, Air France, Cathay Pacific, Chinatraditional Indonesian Art. Red color was used as the Airlines, Emirates, EVA Airways, Federal Express, Gulfkeynote color since it has a very significant place in Air, Japan Airlines, Japan Asian Airways, KLM RoyalIndonesian traditional art and construction. As the Dutch Airlines, Korean Air, Kuwait Airways, Lufthansa,result of the distinguishing concept called “airport Malaysian Airlines, Pacific East Cargo, Pakistanin the garden” welcoming the guest visiting Jakarta, International Airlines, Qantas, Royal Brunei, Royalvisitors are amazed with the first impression. Jordanian, Singapore Airlines, Swiss Air, Saudi Air, Silk Air, and Thai Airways are some of the internationalTerminal 1 is located on the southern side of the carriers serving in CGK. With 9 frequencies per day, airport. Terminal 2 and 3 are located on the north Singapore Airlines is performing one of the mostside. Whilst Terminal 1 and 2 have the local inspired often flights between Jakarta and Singapore.traditional design, Terminal 3 which was openedmost recently has a more different design with large The airside facilities are two runways (north andglass windows and modern airport design with giant south), aprons A, B and C at Terminal 1; aprons D,metal columns. However, it must be emphasized that E, F at Terminal 2 built in 1990, a cargo terminal builtTerminal 1 and 2 have a unique impact on the visitors in 1984, apron G in Terminal 3.with their local, tropical garden looks. With this localinspired design, there is no doubt that this two oldterminals are serving to Indonesian Tourism.Terminal 1 serves domestic flights with sub terminalsA, B, C while Terminal 2 mainly serves to internationalflights with sub terminals D, E, F.Airfast Indonesia, Bouraq Indonesia, GarudaIndonesia, Mandala Airlines are the local carriersserving in CGK. Figure-49 CGK check in hall panaromic view87 www.comcec.org n www.shgm.gov.tr

4.6.2. TERMINAL INFORMATION are also security control stations with x-ray scan. It4.6.2.1. TERMINAL 1 is believed that these arrangements were done to be able to alleviate the congestion in the check in lobby.Terminal 1 which was completed as the first phase However, in the curbside, the corridor is narrow andof CGK in 1985 is currently used for domestic routes. there are not sufficient seating areas. The projectIt is mainly serving to low cost carriers such as team observed that it is very difficult to walk in theCitilink (Garuda Indonesia subsidiary), Lion Air and corridors with baggage and trolleys during the peakBatavia Air. The double storey building has a total hours.floor space of app. 143.000 sqm. The construction ofbuilding mainly consists of steel reinforced concrete. Check in Lobby (First Floor)The terminal was initially build for the capacity of 9million people per year. Terminal 1 with the form of In Terminal A, B and C, respectively there are 25, 27semicircular shape has 3 independent sub terminals and 24 counters. It was observed that this counters(A, B, C). Each unit has 7 boarding areas in the front have Disney type queues.which are connected by a corridor. In front of thecurbside area, there exist a parking lot area. Departure Lounge (Second Floor)All check-in and arrival processes are managed on the After check in, passengers are to walk to the secondfirst floor of the terminal while boarding processes floor by an escalator. There are restaurants, shops onare run on the upper floor. the both side of the passage. Curbside Area (Departure and Arrival Lobby, First Security Check (Second Floor)Floor)The curbside of Terminal 1 is in the form of semicircular There are four sets of x-ray and metal detectorcorridor which connects sub terminals from A to C. installed security stations almost in the middle ofThere is no pre security control before this area. This the main passageway. From this area, only ticketedis allocated for passengers and other visitors prior passengers are allowed to pass.to check in. There is insufficient amount of seating,therefore it is possible to observe people sitting onthe ground during the peak hours. There are somerestaurants, cafeterias and ticket sale offices of someLCC (low cost carrier)’s.The viewing platform (second floor) Figure-50 Information KiosksThere exists a viewing platform for the passengers. Departure Gate Lounges (Second Floor)However, passengers are rarely stopping over towatch the planes and apron. In each sun terminal there are seven independent departure lounges. Each lounge is connected to theEntrances (First Floor) main lounge via a common corridor.There exist three entrances connecting the curbside Being convenient to the overall concept of the airport,area to the check in area. However, to be able to departure lounges are festooned with tropicalenter the check in lobby, ticket is obligatory. There flowers and plants which create a good impressionwww.comcec.org n www.shgm.gov.tr 88

City JakartaStarting Date of Operation 1985Aerodrome Status CivilICAO Code CGKIATA WIIITraffic Type Domestic / InternationalBenefit Indonesian GovernmentMain Air Transport Carrier Garuda IndonesiaTerminal Operator Angskasa Pura II (AP II) Two runwaysCapacity Soekarno-Hatta International Airport has 150 check-in counters, 30 baggage carousels and 42 gates. Each sub-terminal has 25 check-in counters, 5 baggage carousels and 7 gates.Geographical Coordinates Located at 06°07°32°S 106°39°21°E, 32 feet (10 meters) above sea level, Jakarta International Airport is located 20 kilometers west of Jakarta city center.Distance to City 20 km, toll road is required to access the airport.Transportation Bus, Shuttle, Taxi, SubwayTable-25 General Information About CGK Figure-51 CGK Curbside Area Figure-52 Entrance between Curbside Area and Check in Hallon the passengers. 4.6.2.2. TERMINAL 2Departing passengers should walk through a corridor Terminal 2 which was opened in 1991 is mainlyto reach the passenger boarding bridge. serving to international flights. Also, some domestic flights of Garuda Indonesia Airlines and otherBaggage Claim Area (First Floor) carriers are using this terminal. Terminal 2 has approximately 135.500 sqm of floor space with itsArriving passengers need to walk to the first floor three-storey structure. The structure is mainly madewithin the gate lounges and walk through the corridor of steel reinforced concrete. Terminal 2 is located onto arrive at the baggage claim area. There are five the north of Terminal 1 with a similar semicircularrotating conveyor belts in the area. structure. Terminal 2 has three sub terminals (D, E, F) like Terminal 1. Likewise, Terminal 2 has a parking89 www.comcec.org n www.shgm.gov.tr

this entrance points with x-ray and metal detector inspections. Check in Lobby (Second Floor) There are 106 check in counters in Terminal 2. In Terminal D and E, the counters are allocated to international flights while in Terminal F all counters are allocated to domestic flights. Figure-53 Check-in Counters Departure Lounge (Second Floor)lot (surface level) in front of its curbside area. Unlike After the embarkation inspection areas, there exists a departureTerminal 1, arrival and departure areas are separated lounge which is connected to three sub terminals. There is a mainto two different floors. First floor of the terminal is passageway in the departure lounge, On the both side of thisallocated for arrival lobby and the second floor is passageway, there are concessions and business lounges. Thereallocated for departure lobby. The departure lobby are shops and restaurants in the departure lounge. However, it isis connected to the curbside area with an elevated notpossibletofindbrandstores.roadway.Terminal 2 also has the garden concept like Terminal1: The curbside area is festooned with tropical plants.Curbside Area (1st and 2nd floors) Figure-54 Security station before the check in loungeTerminal 2’s second floor curbside area is designed Security Checkpoint (Second Floor)like Terminal 1’s curbside area. Since the second floorcurbside area is the ceiling of the first floor curbside Before seven gate lounges in each sub terminal, therearea, the first floor curbside area is less illuminated are security check points. Passengers are inspectedand doesn’t have the good impression like the other via x-ray and metal detectors. This is the secondcurbside areas. There are cafeterias, restaurants on inspection after the inspection point facing the checkthe both side of the curbside areas. in lobby. Departure Gate Lounges (Second Floor)Departure Lobby (Second Floor) In each sub terminal, there are seven independentThe departure lobby is an indoor space between the gate lounges. This lounges are connected to thecheck in lobby and the curbside area which is open to central passageway. The design is similar to Terminalpublic. Like all over the airport, seating areas are not 1.sufficient. There are cafeterias, retail shops on theboth side of the passageway.Entrances (Second Floor)There are six entrances into the check in lobby1. LikeTerminal 1, only ticketed passengers are allowed after1 ICA, ”Master Plan Study on Multiple-Airport Devel-opment for Greater Jakarta Metropolitan Area in the Republicof Indonesia: Progress Report”, (March 2011), p.6-15www.comcec.org n www.shgm.gov.tr 90

exchange offices and other concessions. The waiting area for public is separated by the fences. As the result of the insufficiency of seating areas, it is possible to observe people sitting on the floor at any time during the busy hours. Figure-55 Passport Kiosks Transit Hotel (Third Floor)Passport Control Area (First Floor) There is an entrance on the second floor of Terminal E to transit hotel with 82 rooms3. Guests are toPassengers arriving in CGK has to descend to the first pass through a security check with x-ray and metalfloor and walk through the passageway to arrive at detector inspections to enter the hotel.the central passageway. At the end of the centralpassageways of Terminal D and E, there are passport 4.6.2.3. TERMINAL 3control areas with 8 units in the inspection areas. Ineach unit there exist two booths. CGK has increased its capacity in 2009 with the completion of Terminal 3. It is located on the east sideBaggage Claim Area (First Floor) of Terminal 1. There is a free shuttle service between the terminals. The design of the new terminal wasThere are five conveyor belts for long-distance flights made by the Schiphol Airport Authority from thebetween Terminals D and E, and three long conveyor Netherlands4. Terminal 3 has a one and half storeybelts for international flights have between Terminals concept with a total floor space of approximatelyE and F. Between sub terminals E and F, there is a 30.000 sqm. Terminal 3 is serving to internationalseparated baggage claim area with two long conveyor and domestic routes of LCCs. As the result of costbelts which are serving to domestic passengers2. cutting strategy, there is no bridges for boarding. In this terminal, passengers are carried to the planes bySecurity Check-Points and Customs (First Floor) bus. Terminal 3 has an exclusive parking lot which is less crowded comparing to the parking lots of otherThe final security checks are carried out in a single terminals.metal detector and x-ray station in front of the exit. Curbside Area (First Floor)Arriving passengers have to fill a form to declarewhether they have dutiable goods or not. If it is There are fast food restaurants, airline offices locateddeclared that there are dutiable goods, passengers facing this curbside area which is a semi-closed spaceare requested to forward to the red line part of the with a large roof.custom control. Entrances (First Floor)Arrival Lobby (First Floor) There are entrances in two different locations inThe arrival lobby has many restaurants, shops, Terminal 3, which are respectively for check in and for general public. Both entrances are installed with metal detector and x-ray stations as security check.2, 3 Study On Soekarno Hatta International Airport Ex- 4 Schiphol Airport Authority from the Netherlands.pansion and Upgrading Project in Jakarta in The Republic ofIndonesia, The Ministry of Economy of Indonesia, February201291 www.comcec.org n www.shgm.gov.tr

Figure-56 CGK Terminal 3 Home of Low Cost Carriers Terminal 3 is serving to international and domestic routes of LCCs with a total floor space of approximately 30.000 sqm. Unlike other terminals of CGK, Terminal 3 doesn’t have the traditional Indonesian construction features.Check in Lobby (First Floor) passengers need to forward to the first floor where they are carried to the apron by bus.There are 30 counters lined up along the wall in thelobby. Baggage Claim (First Floor)Departure and Arrival Lobbies (First Floor) Arriving passengers are directly arriving at the baggage claim area after getting off the bus. ThereLike Terminal 1, departure and arrival lobbies are six conveyor belts in this area.are located in the same space. There are shops,restaurants, kiosks, cafeterias in this area which is 4.6.2.4. OTHER FACILITIES IN THE AIRPORTalso open to general public. Cargo TerminalsShopping Arcade (Second Floor) There is a cargo terminal on the east side of Terminal 1 which is serving to domestic routes, imported andAfter the departure and arrival lobbies, passengers exported cargos. In this cargo terminal, Terminal 1reach to the shopping arcade located on the second and Terminal 2 cargos are managed.floor. The escalators from the departure and arrivallobbies are directly connected to the shopping arcade In addition to the cargo terminal in Terminal 1, sixwhich is naturally illuminated. cargo buildings exist on the east side of Terminal 3. However, 3 of this buildings were canceled for theSecurity Check Points (Second Floor) apron expansion.Between the shopping arcade and the departurelounges, there is a security point with metal detectors Other Facilitiesand x-ray scanners. In the are between Terminals 1 and 2, there are controlDeparture Lounge (Second Floor) tower, AP-II head office building, water facilities and a mosque. There is also a golf course in the airport.Departure lounge is a shared space. Boardingwww.comcec.org n www.shgm.gov.tr 92

COMPANY NAME TYPE ACTIVITIESCitilink Low-cost airlineGMF AeroAsia Aircraft MaintenancePT. Abacus Distribution Systems Indonesia Subsidiary Computer reservation providerPT. Aero Systems Indonesia IT provider and solutionsPT. Aerowisata Travel, hotel, transportation and catering servicesPT. Gapura Angkasa Ground handling serviceCargo Garuda Indonesia Strategic Low-cost airlineGaruda Sentra Medika Business Unit Aircraft MaintenanceTable-26 Garuda Indonesia Group Companies, Source: www.garuda-indonesia.com4.6.3. KEY PLAYERS past ten years AP-II has earned several awards fromANGKASA PURA II (AP-II) various institutions1.Angkasa Pura II (will be mentioned as AP-II) is a fully GARUDA INDONESIA AIRLINESstate-owned company which manages and operates13 airports located on Western Indonesia. The airports As the flag carrier of Indonesia, Garuda Indonesia fliesoperated by AP-II are: Soekarno-Hatta (Jakarta) over 40 domestics and 36 international destinationsAirport, Halim Perdanakusuma (Jakarta), Kualanamu and was titled as “World’s Best Regional Airline” by(Medan), Supadio (Pontianak), Minangkabau (Padang), Skytrax. Garuda Airlines started its first flight in 1949.Sultan Mahmud Badaruddin II (Palembang), Sultan Today it carries more than 25 million passengers perSyarif Kasim II (Pekanbaru), Husein Sastranegara annum2. In 1950, Garuda Indonesia became a state(Bandung), Sultan Iskandarmuda (Banda Aceh), owned company. Garuda Indonesia took its nameRaja Haji Fisabilillah (Tanjungpinang), Sultan Thaha from a holy bird called Garuda according to Hinduism.(Jambi), Depati Amir (Pangkal Pinang) and Silangit(Tapanuli Utara). Garuda Indonesia runs scheduled flights to numerousThe head office of AP-II is located in CGK. Over the international destinations in Southeast and East Asia, Europe, Australia from its main hub in CGK. Garuda Indonesia also operates large number of domestic flights in Indonesia as the biggest archipelago in the world. Garuda’s head office is also located in CGK. Garuda Indonesia also holds several companies under its group. Figure-57 A view from the meeting in AP-II HQ 1 Angkasa Pura II, Indonesia’s Airport Company 2013 Annual Report 2 https://www.garuda-indonesia.com93 www.comcec.org n www.shgm.gov.tr

Figure-58 Garuda Indonesia Ticket Sale Office INDONESIAN DGCA (DIRECTORATE GENERAL OF CIVIL AVIATION)CITILINK INDONESIA Directorate General of Civil Aviation under theCitilink Indonesia is the low cost carrier of Indonesia, as Ministry of Transport of the Republic of Indonesiathe subsidiary of Garuda Indonesia Airlines. Although is the governmental institution responsible for allit is a subsidiary, it has independent management civil aviation issues including airports regardingsince July 5, 2012 after having received Air Operation legislative and governmental aspects in the name ofCertificate from the Ministry of Transport of the Indonesian Government. However, the managementRepublic of Indonesia . Currently, Citilink is operating and operations are directly under the responsibility70 domestic routes and 16 regional service. of AP-II which is a fully state owned company.www.comcec.org n www.shgm.gov.tr 94

4.6.4. OBSERVATIONS OF THE RESEARCH TEAM zones, since some areas are not fully closed the temperature degree inside the airport is notDuring the study visits in Jakarta, CGK airport, the homogeneous.first impression of the project team was to be amazedby the distinguishing artistic concept of the airport. Very insufficient seating capacityIndonesia has achieved to reflect the characteristicsof Indonesian art and traditional concepts to the Excluding the boarding area, the weakest side of CGKairport. may be deemed as the very insufficient amount of seats. During the day, it is often possible to observe people sitting on the floor. Another output of this insufficiency is it is often observed as crowded since there are people standing in the corridors. Figure-59 Trolley Station Although there are free trolleys for the use of passengers, there are also porters. During ourNarrow curbside brings difficulties regarding surveys and chats with passengers, we were informedmovement. that the porters are applying unofficial high fees. In contradiction to other study airports, there is notHowever, especially in the curbsides, since the sufficient number of assisting staff. If a passengercorridors are a little narrow, passengers and visitors needs to ask for information, he/she has to reach thehave some difficulties regarding mobility. Especially, information desks.when a passenger has baggage or trolley, it is reallydifficult to move through the airport. Also, when it No feedback surveysis compared to other airports studied, the signagecannot be described as satisfactory. During the peak Unfortunately, research team didn’t find any feedbackhours and seasons, regarding the crowd, it is difficult survey desk or box within the airport.for a passenger to move forward.Equipped with air conditioners Figure-60 The Curbside areas are in congestion in the peak hours.Most of the areas in the airport are equipped withair conditioner. With respect to the temperature inthe city, it may be counted as obligatory. However,between the sub terminals and separated curbsideWeak Seating Capacity carry luggage or trolley through the corridor. This bottleneck may cause some passengers to loseDuring the observations, the first handicap of the serious amount of time which may lead to miss flight.airport attracting the attention is the congestionin the curbside area as the result of the insufficient Besides, the security stations between the check innumber of seats. Especially during the peak hours, hall and curbside corridors are another reason forit is possible to see people sitting on the ground congestions in the corridors.and standing in the middle of the hall. It has beenobserved that it is quite difficult for passengers to95 www.comcec.org n www.shgm.gov.tr

PART-VComparative Analysis 96

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ComparativeAnalysisANALYSIS OFPASSENGER REVIEWSThe deregulation in aviation industry have consequently. There are enormous number of studies resulted in one of the most competitive market conducted by airline and airport companies to assessto urge. Beside the effect of deregulation on the and identify the perception of passengers withoutcompetitiveness and the sensitivity of the aviation comprehending the expectations of the passengersindustry, the booming number of LCC’s (low cost (Chen and Chang, 2005).carriers) have kept the fares at the level of costs. Insuch a sensitive market, a little rise over the break- Many researchers and companies evaluateeven point have started to be accepted as success for the passenger satisfaction as outcome ormany carriers. However, the protection of the balance consequence of good service and quality product.in the break-even point is mainly depended on However, the perception of passengers is highlydemand as similar in other industries. Regarding that complex and differs in many aspects from thisthe load factor of aviation industry is over 80%, and approach. Good service and good quality producttime constraints in increasing the supply, the service will bring memorable results for the passengers|and quality served by air carriers and the airports however, it is not definite whether these effortsas the bases of the carriers were forced to create evoke passenger loyalty which is the best remedymore sophisticated services and products to attract and protection for the hazardous effects of risingmore passengers with the purpose of maximizing competition. For this very reason the ultimate aimthe route efficiency. This have resulted in more of the service delivery in the airports have to becomplex passenger expectations and perceptions, customer delight, rather than satisfaction (Bogicevic, The main purpose of this comparative study is to understand the insights of the satisfaction drivers of thepassengers and verify the findings during the benchmark analysis studies. Additionally, to verify the outputs with a better understanding of the drivers.www.comcec.org n www.shgm.gov.tr 98

Codes Verified, Table-27 P<.001 The ANOVA Analysis and Pearson Corr Tests of codes created in Atlas.Ti qualitative research software revealed that there is an association among passenger rankings and the negative codes. According to the results of Pearson Corr Test, there is a negative linear relation (r = -0.6).Yang, Bilgihan and Bujisic, 2013; that a qualitative analysis will be recommendation session.Matzler et al., 1996; Michelli, useful for the verification of the2008; Oliver et al., 1997; Rust outputs. As the research area, www.and Oliver, 2000). This can beachieved by continuous and For this very reason, our airlinequality.com (operatedsustainable customer satisfaction research team has conductedby understanding the its factors. a comparative analysis among the by SkyTrax) web page has been comments of the passengers in aRegarding the reasons mentioned highly respected airport quality chosen. It is the largest airportabove, in a passenger based study measurement website. The mainsuch as this one, to be able to arrive purpose of this comparative study and airline review portal whichat overall successful conclusion was to understand the insightsand elicit logical and applicable of the satisfaction drivers of the includes more than 740 airports.recommendations as well as passengers. Additionally, anothercomments, only quantitative purpose is to verify the outputs Mentioned portal enables thetechniques and outputs are not with a better understanding ofsufficient. Qualitative analysis the drivers. The outputs of this passengers from all over theplay key role to be able to comparative study along withachieve a semantic integrity so the data collected during the world to access informationas to interpret the quantitative surveys and interviews haveoutputs. In addition, it is believed been harmonizingly used during about airlines and airports and to make comments about their experiences. The rating system of the portal is highly appreciated by the industry. The awards given over the ratings received in the portal are regarded as one of the most distinguishing features in aviation industry.99 www.comcec.org n www.shgm.gov.tr

NEGATIVE POSITIVE UPPER RATING LOWER RATING NEUTRAL 5 Baggage/Luggage-Negative Adequate Seating-Positive 6 1 Cancellation/Delay Complaints Baggage/Luggage-Positive 7 2 Charging Stations-Negative Charging Stations-Positive 8 3 Check-in-Negative Check-in-Positive 9 4 Cleanliness-Negative Cleanliness-Positive 10 Congested F&B Positive Disorganized Organized PMPI Time Satisfaction Expensive Pricing Overall-Waiting-Time-Positive F&B Negative Parking-Positive Inadequate Family and Child Areas Passport-Check-Positive Inadequate Room Temperature Security-Check-Positive Inadequate Seating-Negative Shopping-Positive Language Insufficiency Signage-Positive Long Walking Distance Staff-Positive Overall-Waiting-Time-Negative Wi-Fi-Positive Parking-Negative Passport-Check-Negative Security-Check-Negative Shopping-Negative Signage-Negative Staff-Negative Wi-Fi-NegativeTable-27 Code Book5.1. THE METHODOLOGY OF THE COMPARATIVE willing-user-generated comments and generatedSTUDY summarized qualitative data with world frequencies and word clouds, was postulating consequentialAs the methodology of the comparative study, comprehension regarding the observations made several data mining techniques were applied during the field-studies. The data mining phase ofto analyze the content of 398 reviews of 6 chosen the collected and allocated comments enabled theaforementioned international airports. To be able project team to have more objective and reliableto conduct the data mining techniques, the most comments and to verify the data and measurementsrecent (from the end of 2014 to 2016) passenger collected during the field studies.reviews from the aforementioned web site havebeen retrieved via web spider applications. After During the first step (Data Mining Step) of thethe scrutinizing and detailed reading of the content, study as also explained above, all commentsthe number of usable comments were reduced were separated into three groups as Positive,to 398. Some of the non-objective comments (in Negative and Neutral Comments. To be able to doparticularly by the citizens) and comments without so, all usable comments were tagged with threeratings were eliminated by common consent of theresearch team. The collective data composed ofwww.comcec.org n www.shgm.gov.tr 100