国际机场协会亚太地区副总监谢惠芝
各位领导，各位嘉宾，早上好！
首先，非常感谢主办单位中国民用机场协会的邀请，给我这个机会再次来到北京，跟大家见面。我仅代表国际机场协会ACI祝贺本次论坛的顺利进行。我很高兴看到中国民用机场协会再次举办这个机场服务大会。今年已经是第四届了。这代表 中国机场对旅客服务的高度重视，我亦很高兴看到有国外机场代表参与这次盛会，绨造一个互相学习，互相交流的机会。
国际机场协会和中国民用机场协会的合作伙伴关系已经开始了很久。在2015年，我们签署了合作备忘录，深化了双方的战略伙伴关系。合作备忘录涉及范畴包括培训，碳排放验证， 机场服务质量评价经验交流及分享，国际交流及合作以及经济数据交换。
基于以上的5个大原则， 中国民用机场协会多年来积极参与及支持国际机场协会的各种会议。多次组织机场代表团参加ACI的会议. 黄瑞平理事长，覃章高副理事长，李小梅秘书长，马会先副秘书长，均曾受邀请于国际机场协会的会议上发言，分享国内机场的经验和骄人成绩。非常感谢中国民用机场协会对国际机场协会的支持。
中国民用机场协会以服务会员和行业发展为宗旨，按照新时代民航总体工作思路及四个机场建设发展目标 ，充分发挥协会桥梁纽带作用，各项工作成绩斐然。在2018年落实了8个重要工作，呈现出8 大亮点。中国民用机场协会在对国内机场的发展，及带领国内机场走向世界的进程中起到的积极作用。
在推动机场服务质量方面，中国民用机场协会联合民航科学技术研究院，民航报社出版社，为全国家机场 进行服务质量的 评价 工作。并于2017年推动完成中国民用机场服务质量评价指标体系。
以下，我也想跟各位贵宾，各位机场同业分享国际机场协会在推动机场服务质量方面以及其他范畴的工作。
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Let me start with a brief introduction on ACI for those who do not know about us. ACI (Airports Council International）is a not-for-profit organization with the mission to represent the voice of over 640 airport companies operating almost 2000 airports. Our head office is located in Montreal, Canada and there 5 regional offices located in Asia-Pacific, Europe, North America, Latin America, Africa and our headquarters in Montreal, Canada. I am from the Asia-Pacific office located in Hong Kong. In our region, we have 111 airport companies, operating 590 airports in 49 countries and territories. Out of these 111 airport companies, 22 are in China, about 20%.
China is one of the fasting growing country in Asia-Pacific. In 2018, the world’s total passenger number is estimated to be 8.8 billion and 1.2 billion was in China. The passenger growth rate in China was 10.2% while the world’s average was 6%.
Out of the 20 busiest cargo and passenger airports in the world in 2018, half of them are in Asia-Pacific and 4 are in China, they are Beijing, Guangzhou, Shanghai Pudong and Hong Kong.
As many of you know, ACI has the Airport Service Quality survey, or ASQ in short, to help airports measure how well they are doing in Airport Service. The programme is in its 14th year now and is still the most popular programme amongst ACI members. Globally, there are 375 airports already participating in the ASQ, 119 ie. 32% are from the Asia-Pacific region. We have just announced the results for 2018 and I am pleased to see many Chinese Airports are on the award list such as Beijing, Shanghai, Chongqing, Tianjin, Sanya, Haikou, Nanchang, Hohhot, Changchun, Yichang. Also, starting from this year, we have increased the award categories, so more airports will be included in the award list. The prize presentation ceremony will be held during the Customer Experience Global Summit in Bali, Indonesia in September this year. I hope to see some of you there.
To recognize airports in completing the various aspects in promoting customer service, we have recently launched the “Airport Customer Experience Accreditation” programme.
Apart from the ASQ survey, ACI also carry out various research and publish guidance materials to share best practices in customer service at other airports. Recently, we have published a handbook about handling of disabled passengers. In 2016, we hare conducted a research paper and we have reached a very interesting finding, every 1% increase in passenger satisfaction generates an average 1.5% growth in retail revenue.
With the traffic continues to grow, the work ahead of us is getting more and more demanding. In addition to the usual topics such as safety, security, airport economics, customer services, in recent years, ACI has also been involved in dealing with new issues such as cybersecurity, global warming, wildlife trafficking and human trafficking etc.
As the only international organization for airports, we will continue to represent airports in dealing with other international aviation organization eg. IATA, the association for airlines and CANSO, the association for air traffic services providers and of course with ICAO, the International Civil Aviation Organization. We have established very good relationship with ICAO. In fact, ACI headquarter was right opposite the ICAO headquarter in Montreal. ICAO’s Secretary General, Dr. Liu Fang was invited to deliver her keynote address at the ACI World Airport Conference held in Hong Kong this April, this is a testament to the close working relationship between ACI and ICAO, both at the global and regional level.
We have also engaged with regulators and governments in various countries eg. in India, Australia and Malaysia. In China, we have provided comments on CAAC’s Slot Policy consultation back in 2017 before the revised slot rules were released in 2018. We have also committed to assist in the realization of the targets set out in the Beijing Declaration during the first ICAO Asia Pacific Ministerial Conference on Civil Aviation held in Beijing last year, in particular the certification of all international aerodromes by 2020.
Asia-Pacific is a very diverse region, we have some very big and grand airports but majority of our members are below 5 million passengers a year and some are in developing countries which do not have a lot of resources. They need both technical and financial assistance. Yes, ACI as a not-for profit organization, have set aside a fund to provide training to these airports. Last year, ACI Asia-Pacific delivered 5 of these courses, benefiting 28 airports and over 100 participants. A seminar on Aerodrome Certification will be held in Haikou next month. Thank you Haikou Meilan Airport’s kind assistance in making this happen. The course is completely free to ACI members in China. All you have to pay is your own airfare and hotel accommodation. I really would like to see some of you there.
The ACI’s signature Airport Excellence programme in Safety and Security continues to be an assistance programme that our members highly appreciate. The programme arranges onsite visit by experts from other airports who will based on ICAO standards, national regulations and ACI best practices, help your airport improve on safety and security standards. We have just completed a safety programme in Shenzhen Airport. Up to now, over 120 safety and security reviews have been conducted globally, with 30% at Asia-Pacific and Middle East airports.
On Airport Economics, ACI advocated to preserve the airport networks model which means one company owns or operates more than one airport in the country. 63% and 96% of airports in Asia Pacific and the Middle East respectively, belong to this type of arrangement – some are in China. We believe that airports should have the freedom and flexibility to decide whether or not to apply cross-subsidization according to local circumstances. I understand we are working with Beijing Capital International Airport on a research about this topic.
Airport business is not a monopoly business. We have competition. Improvements in the various means of ground transportation make it easier for passengers to choose which airports to fly from. The development of internet also allows passengers to pick the transfer hub that offers the lowest fare at the finger tips. In order to stand out, airports have to push ahead in enhancing operational efficiency and customer service. A world class airport will need to provide passengers with a pleasant, smooth and hassle-free airport experience, from curb to gate.
Together with our members and partners, ACI is committed to ensuring a more passenger-oriented service to the traveling public. We believe only through strong co-operation among all the relevant parties, that we will enable an even more prosperous development for the aviation industry in the future.
去年我们庆祝中国航空业改革开放40周年，北京首都国际机场客运量超过1亿。 今年更是中国民航发展重要的一年。在我们迎来了新中国成立70周年也是中国民用机场发展成就70周年的同时， 北京大兴机场将于今年秋天投入运营。我衷心祝愿中国民航下一个40年， 70年，以及未来继续顺利发展。
最后，我要再次感谢中国机场协会的邀请。我代表国际机场协会期待与中国民用机场协会往后持续的合作，互相鼓励，实践，发展。谢谢。
