Indianapolis Airport Authority Super Bowl XLVI Post-Game Report

Transcription

1 Indianapolis Airport Authority Super Bowl XLVI Post-Game Report 1

2 SB Preparedness: Risk and Safety Super Bowl planning is essentially risk management. The Indianapolis Airport Authority, and the Aviation Services Committee, worked through a number of areas of risk to create a successful event. Safety, Security, Operational, weather, reputation There were also a number of opportunities: Financial, reputation, and communicating a message Specific Safety & Risk Management Roles Member of the landside committee Participated in other committees as needed/requested Developed emergency exercises including Super Bowl scenario Participated on daily conference call and in EOC during Super Bowl Communicated with insurance carriers so that they were aware of event Worked closely with property carrier and vendors to ensure parking garage claim complete 2

3 SB Preparedness: Areas of Risk Mitigation Air Services Committee Airport Operations Center/Emergency Operations Center Multi-departmental emergency exercises Operations FBO Outreach Weather Security Public Safety Ground Transportation Landside (inside terminal) Communications Lessons learned 3

4 Super Bowl XLVI Airport Executive Summary During Super Bowl Week ~38,238 additional pax traveled through IND ~$1M in Super Bowl merchandise sales Passenger traffic was up 58% ~$500,000 in Gross Advertising Revenue Longest wait time at TSA checkpoint was 20 minutes Retail/Concession sales up 101% 23% increase in scheduled flight capacity/seats Earned media ad value +$2.4M 7% increase in scheduled commercial flights Increased 602 Facebook Likes 1,725% increase in chartered aircraft activity Gained 495 Twitter followers 84.6% increase in GA activity at IND Over 30,000 views of YouTube videos 347% increase in GA activity at reliever airports General Aviation website had 12,500 unique views 839 aircraft on the ground at Super Bowl Rental car activity up 30% Limo/shuttle activity up 419% Taxi activity up 142% Terminal baggage check-ins up 271% Skycap curbside check-ins up 340% AOC terminal assistance calls up 38% Public safety calls were up 101% Airport Fire Dept. responses up 54% 4

5 Aviation Service Committee The Aviation Service Committee was created by the Indianapolis Airport Authority reporting directly to the Host Committee and NFL for SB XLVI regarding aviation related preparedness efforts Aviation Service Committee Mission Statement: Recognizing the Super Bowl experience begins and ends at the airport, this committee will engage with regional partners to ensure airport readiness and create a positive visitor experience. The Aviation Service Committee consisted of 5 subcommittees Airside Subcommittee Public Safety Working Group (led by Bill Reardon, IAA Police Chief) Airport Fire Department Working Group (led by Rick Gentry, IAA AFD Chief) Airport/Emergency Operations Center (led by Andy Burnett, Communications Manager) Operations (led by James Mooney, Director of Airport Operations) Landside Subcommittee Ground Transportation Subcommittee Communications Subcommittee FBO Outreach Subcommittee 5

6 Aviation Service Committee Aviation Service Committee Began Preparation Through Observation: o Key Airport Authority staff attended previous 2 Super Bowls (South Florida & North Texas) Example Takeaways From Previous Super Bowl Visits By Airport Authority: o GA tower importance for improved pilot communications o Hangar/security coordination for arriving teams and friends & family charters o Ground transportation staging and coordination during peak periods o Improved retail presentations/arrangements for Super Bowl merchandise Recognizing importance of stakeholder participation throughout preparedness efforts, the Aviation Service Committee and Subcommittees partnered with many agencies during the planning process: Federal (FAA, TSA, Customs), State (INDOT), Airlines, Local Agencies/Consultants, Concessionaires, FBOs, Rental/Limo, Terminal Services 6

7 Aviation Service Committee Formal meetings began in October 2010 with Host Committee to identify/establish subcommittee groups and utilize Super Bowl XLV trip to prepare for our 2012 SB. (*Public Safety working group had begun meetings in 2009) o Monthly meetings started in March 2011 with Host Committee and Subcommittees o Weekly meetings started in January 2012 o Twice daily call-in meetings occurred January 30 through February 6 o Also, meetings/communications to keep airport and stakeholders updated on progress Aviation Service Committee also coordinated communications with NFL: o o o Airport Operational Overview for team owners Airport preparedness for Super Bowl visitor experience Planning for Super Bowl team arrivals (very important from NFL perspective) Aviation Service Committee monitors progress of SB preparedness efforts by subcommittees, keeps attuned to project deadlines, and manages resources, if needed, to keep SB activities on track Aviation Service Committee also helped with budgeting/reporting of additional time and resources required to complete and implement SB related activities Initiated a vacation blackout between Jan.29 and Feb.7 to ensure staffing available 7

8 SB Preparedness: Airside AOC/EOC In addition to Airport Operations Center (AOC) which coordinates operational communications 24/7 among IAA s staff, the Emergency Operations Center (EOC) was activated January 30 through February 6, also 24/7 EOC established twice daily status calls for all IAA departments and key partners to ensure all staff updated and able to respond in rapidly changing environment EOC open and fully staffed for 24-hour period of Super Bowl and the day after (about 2 pm Sunday-noon Monday) EOC established Customer Service Center in terminal for staff to use as quick resource to report required service or public safety calls: o o o AOC/EOC calls increased significantly during SB period (January 29 through February 6) Calls for assistance in the terminal were up 38% vs. typical period (4,244 vs. 3,082) Calls for public safety were up 101% vs. typical period (1,171 vs. 584) 8

9 SB Preparedness Emergency Exercises Each IAA department has Business Continuity plans on file. Plans are updated 2-3 times a year, or as needed, and were updated in late IAA holds several emergency exercises per year to test various emergency and/or business continuity plans. GROUND TRANSPORTATION TABLE-TOP November, 2011, held inter-departmental table top to test business continuity and emergency procedures. Almost 50 IAA employees, airline, concessionaires, and TSA participated. Tested scenario of a major vehicle accident the morning after Super Bowl, during peak hours. Accident blocked all lanes of traffic into terminal. Results: o Recognized need to open and staff Emergency Operation Center during peak hours. o Identified key employees to be on-site. o Identified additional information to provide to employees and volunteers. o Created a connector road from South Service Road to Terminal Drive. 9

10 SB Preparedness Emergency Exercises 10

11 SB Preparedness Emergency Exercises Close up of Emergency Traffic Management Connector #2 In the event that H. Weir Memorial Drive approaching the terminal would be blocked/closed due to an unexpected event, a connector was designed and constructed to redirect flow and keep traffic moving. 11

12 SB Preparedness: Airside - Operations PROJECTIONS vs. OBSERVED o 40,000 additional passengers projected to travel through IND during SB week (2/1-2/7) o ~38,238 passengers traveled through IND (Including ~2,600 pax screened remotely at IAB) o Passenger traffic during SB increased 58% vs. typical week (97,098 vs. 61,260) o additional commercial flights projected; 53 additional operated o While flights were up just 7% (952 vs. 899), seat capacity was up 23% vs. typical week (99,869 vs. 80,899) o Charters were up 1,725% versus a typical week (73 vs. 4) 12

13 SB Preparedness: Airside - Operations PROJECTIONS vs. OBSERVED GENERAL AVIATION at IND o additional GA aircraft were expected at IND and surrounding reliever airports o IAA identified ~700 available parking spaces at IND (see following slide graphic) o Exact parking count only estimate due to variance of potential aircraft sizes o IND received permissions from FedEx & USPS for utilization of their sizable apron space o Secured fence line surrounding old terminal moved back to utilize old terminal apron space o Given appropriate weather conditions, Runway 14/32 would be used as parking area o o GA parking spaces at IND were divided between IAA & FBOs as follows: o Million Air leased space to accommodate ~171 parking spots o Signature leased space to accommodate ~166 parking spots o IAA would manage remaining space to accommodate ~337 parking spots During planning, IAA addressed concern about aircraft management in non-movement areas o IAA developed remote tower, build-out from Concourse C of old terminal o Remote tower would manage aircraft in IND s non-movement areas during congested periods o Remote tower would eventually turn aircraft over to FAA tower when reaching movement area o IAA recruited FAA experienced staff (retired, etc.) to operate remote tower during SB 13

14 Operations

15 SB Preparedness: Airside - Operations GA Aircraft Operations Count for Super Bowl Week (IND TRACON - IVR/VFR Totals) WED THU FRI SAT SUN MON % Change Airport Code Year 2/1/12 2/2/12 2/3/12 2/4/12 2/5/12 2/6/12 Totals '12 v '11 Indy Intl IND % IND saw 84% more GA traffic during SB week than same period in 2011 o o o Monday after SB experienced 184% increase in GA traffic Both SB teams (New York, New England) have large GA base, supporting high activity Received excellent cooperation from FAA to accommodate departures right after game AIRSPACE AFTER SUPER BOWL (12-3am) AIRSPACE BY 6am (start of commercial service) 15

16 SB Preparedness: Airside - Operations GA Aircraft Parking Count for Super Bowl Week THU F RI SAT SUN Airport Code 2/2/12 2/3/12 2/4/12 2/5/12 Indy Intl IND * See following slide of GA parking at IND before SB 16

17 SB Preparedness: Airside - Operations Old IND Terminal Apron USPS Eagle Hub Apron FedEx Hub Apron Runway 14/32 Parking 17

18 SB Preparedness: Airside - Operations SUPER BOWL TEAM ARRIVALS This is a symbolic and very visual event for the NFL (start of Super Bowl build-up) Airside hangar with visually appealing location (hangar needed in case of bad weather) All functions mapped out visually Apron layout of aircraft parking, media location, bus staging, etc. o Explicit detail for media on where to go and how they ll be moved/positioned Media arrives 90 minutes prior to flight arrival. All media screened. Stage trailer provided for media, and fenced off Similar layout/explanation will need to be developed for team friends & family charter arrivals 18

19 SB Preparedness: FBO Outreach Reliever airports surrounding Indianapolis saw significant traffic surge during SB GA airports around the state had an increase in traffic of almost 350%. The Committee reached out to FBOs across the state to ensure consistent message, safety, and customer service. Website for GA Volunteers at many GA airports to assist guests and pass out information. GA Aircraft Operations Count for Super Bowl Week (IND TRACON - IVR/VFR Totals) WED THU F RI SAT SUN MON % Change Airport Code Year 2/1/12 2/2/12 2/3/12 2/4/12 2/5/12 2/6/12 Totals '12 v '11 Columbus BAK % Muncie/Del. MIE % Terre Haute HUF % Indy Exec TYQ % Bloomington BMG % Indy Reg. MQJ % Eagle Creek EYE % Greenwood HFY % Indy Metro UMP % Shelbyville GEZ % TOTAL %

20 SB Preparedness FBO Outreach External Website developed, to be accessed SB Host Committee s site, providing info about surrounding GA airports (location, capabilities, operating requirements, etc.) 20

21 SB Preparedness FBO Outreach FAA Air Traffic, Safety and Security Air Traffic Management & FAA Temporary Towers o 3 Temp Towers needed for added traffic located at EYE, MQJ, TYQ airports o Airports surprised by funding responsibility o Compromise with FAA eventually reached NOTAMS/TFR/FAA program impacts FAA Inspections (Certified & GA) and surveys o Safety and security checks with recommendations Specialized training & reminders Weather preparedness TSA/Homeland Security Coordination 21

22 SB Preparedness FBO Outreach Positive feedback on GA airport Website, including 12,250 unique page views (updated reservation activity & requirements from participating airports) Temporary Towers performed well, strong consideration for future events 311 aircraft were on the ground at reliever airports when SB started (839 incl. IND) Block Captains were great help communicating/coordinating amongst airports 22

23 SB Preparedness: Airside - Weather WEATHER PREPAREDNESS Despite fantastic weather Super Bowl week, extensive plans were made for any scenario As a result of weather the weekend of Super Bowl XLV, the Mayor of Indianapolis commissioned the Weather Preparedness and Response Team (WPRT) Representatives from a number of organizations: National Weather Service City of Indianapolis Homeland Security Indiana Department of Transportation Indianapolis Department of Public Works Indianapolis Power & Light Citizen s Energy Group (gas and water) Indianapolis Airport Authority Indiana National Guard Others 23

24 SB Preparedness: Airside - Weather WEATHER PREPAREDNESS Team looked at historical weather for the period of January 27-February 5 High, low, average temperatures Type and amount of precipitation per day Tornadoes, large hail, and damaging winds Performed analysis of locations and times of major events throughout the city to determine priority streets. Made preparations for housing, should power/gas workers have to stay downtown due to major storm. Worked with local residents and businesses to ensure that they would assist with snow removal in front of their home/business. Set contingency plans with Indiana National Guard in the event of a severe storm. 24

25 SB Preparedness: Airside - Weather WEATHER PREPAREDNESS Updated snow plan specifically for Super Bowl based on aircraft parking. Private contractors and additional equipment on standby to support IND s alternating 12-hour shifts that provide continuous snow-removal coverage to landside and airside IND offered snow removal equipment and use of the snow dragon to help melt large amounts of snow Usage agreement in place for additional deicing if required Airlines advised to ensure deice tanks are full & supplies secured ahead of peak travel periods Aircraft parked on main ramp, USPS ramp, old terminal ramp, or Remote 4 location can deice while parked Back-up plans in place, should a major ice storm close reliever airports. 25

26 SB Preparedness: Airside - Security Planning for TSA Checkpoint passenger traffic: TSA observed passenger activity at previous Super Bowls to project a potential 300% increase in traffic at IND (~38,000 passengers) TSA determined a potential bottleneck during SB activity with only 14 screening stations at IND (7 stations on each concourse) TSA worked with IAA to identify that each concourse screening area could add another 2 stations (4 total) TSA requested for, and received, funding for the equipment and additional staff to handle the heavy traffic period and operate 24/7 during peak times IAA assisted TSA with the build-out of the checkpoint areas prior to TSA installing equipment 26

27 SB Preparedness: Airside - Security HEAVIEST DAY EVER # s Main Terminal 24,574 IAB Int l. Arrivals Bldg. 2,600 SAME TIME PREVIOUS YEAR # s 9,229 *The longest wait time was 20 minutes at 6:30 a.m. on A Concourse 27

28 SB Preparedness: Airside Public Safety Public Safety planning for Super Bowl XLVI began in June 2009 Increased patrolling of IND, surrounding businesses, reliever airports, and rural airport property as Super Bowl approached. Extra patrols added in terminal, concourses, checkpoints, garage, and bag claim Special response team designated for team arrivals, friends/family arrivals, and dignitary escorts. Coordinated with AFD and Ground Transportation on alternative traffic planning AFD stationed personnel inside terminal and at key relievers at key times Extensive training and reinforcement on National Incident Management System (NIMS) guidelines for considerable Super Bowl scenarios 28

29 SB Preparedness Ground Transportation RENTAL CARS 11,315 cars rented for week leading to Super Bowl (1/30-2/5) Monday 2/6 returns up 30% from previous Monday 2,000 cars returned between 3 a.m.-1p.m. after Super Bowl LIMOS, SHUTTLES & MOTOR COACHES Limo/Shuttle/Coach activity up 419% vs. typical week (7,554 trips vs. 1,454) Taxi Operation Taxi Cab activity up 124% vs. typical week (5,992 trips vs. 2,675) 400 taxis available vs. normal

30 SB Preparedness Ground Transportation Mapping expanded GTC areas for SB week 30

31 SB Preparedness Ground Transportation WELCOME TENTS Enclosed meet and greet tents were stationed on the north and south end of Ground Transportation Center In addition to safety being of utmost importance to the IAA, the city and state implemented new guidelines for tents and other structures after the Indiana State Fair stage collapse in August IAA saw those as a minimum. Parking, Fire, Engineering, Safety, and several outside business partners coordinated to address concerns. Concerns: Size, snow, and wind load selected a provider that could meet all requirements Lighting IAA maintenance and outside contractor Number of exits mandated by Airport Fire Department Heat provider gave recommendations. Utilized industrial heaters for construction sites Concrete barricades used as ballast to hold tents in place and maintain propane tanks used for heaters 31

32 SB Preparedness Landside IT DEPARTMENT S PREPAREDNESS Critical IT vendors were asked to provide staff on-site during peak time periods, and other vendors were asked to extend normal support agreements to include on-call support Spare equipment was procured and a redundant internet connection was implemented Additional band width brought online for free Wi-Fi Installed 6 free Wi-Fi kiosks throughout terminal Verizon & AT&T each had the 4G upgrade installations completed prior to Super Bowl Assisted Ground Transportation (Carey Limo) to expand Sprint coverage surrounding GTC 32

33 SB Preparedness Landside The IAA partnered with the NFL and the Super Bowl Host Committee to provide a consistent and appropriate Super Bowl décor presentation at the airport to promote the event. 33

34 SB Preparedness Landside 34

35 SB Preparedness Landside SUPER BOWL CONCESSIONAIRES All concessionaires enacted extended hours (highest traffic days) to accommodate the anticipated high traffic flows. IAA collaborated with special concessionaire partners (food & news-stand) to operate 24- hours during peak travel Sunday-Monday following Super Bowl. Additional tables were brought in to support the large crowds that would be in the concourses. ~$1,000,000 in Super Bowl merchandise sales at airport. Concession sales up 101% for the week. Generated about $500,000 in gross advertising revenues. AIRLINE TICKET COUNTERS Airlines expanded ticket counter Feb. 6 to accommodate post-game departures. IAA planned Disney-style egress lines for heavy passenger traffic at ticket counters. 35

36 SB Preparedness Landside IAA leased old terminal s parking lot to Host Committee so they could provide Super Bowl Park and Ride service from airport (west side of city) to downtown (listed on their Website) Cars park at old terminal s long term lot. Downtown drop-off near NFL Experience. Advanced reservations = $2/person (kids under 2 free). No reservation = $10/car if space avail. 36

37 SB Preparedness Communications Updated SB Website with airport / aviation info IND Website pushes back to SB site for all SB related info Social media (YouTube, Facebook, Twitter) Super Service Training 100% completion Super Travel Tips Welcome desks, volunteers, and travel information. Keeping staff informed and motivated through event 37

38 SB Preparedness Communications EARNED MEDIA SB ad value = $2,445, (2011 plus 2012) Top headlines include: Team arrivals (global media event) How does an airport prepare for a Super Bowl? (USA Today) Airport helping city make strong first impressions (IBJ) Indianapolis airport to set single-day record after Super Bowl (Indianapolis Star) Super Bowl Fever Takes Off At Indianapolis Airport (Yahoo News via WRTV) The real winner of Super Bowl XLVI was IND (Airport-industry blog) 38

39 SB Preparedness Lessons Learned OTHER OBSERVATIONS DURING SB PLANNING Understand functional capacities throughout airport (parking, fueling, existing activity, etc.) Ex: Runway capacity (operations/hour) vs. expected commercial and GA demand What impact other factors, like weather, will have on those capacities. Find your choke points. Can they be increased or do they need managed? Ex: If aircraft parking hits maximum, is there a plan with other airports for diversions? Use advice/guidance of NFL s SB contacts they know by experience. Secure the resources you ll need for maximum capacity operations, or contingency, early. Ex: Vacation blackouts; longer shifts, etc. 39

40 SB Preparedness Lessons Learned OTHER OBSERVATIONS DURING SB PLANNING Door alarms ticket counter bag door alarms went off when ticket counters opened in the middle of the night. Airline computer system going down Some parking issues All mitigated quickly due to EOC being operational. Much greater return of corporate jets than anticipated. Many corporate jets left right after the game, but returned at 6-7 a.m. FBOs unprepared had already sent extra staff home. Would keep people through the day. Temporary control tower only had one frequency. Would have separate frequencies for arrivals and departures. Large charter flight changed departure time from 7 a.m. to 7 p.m. without notifying passengers. Ensure that airlines/charters communicate Although plans made for additional snow removal personnel, would have needed more people to clear all areas where aircraft were parked. 40

41 SB Preparedness Wrap Up IAA hosted the airports for the next two Super Bowls (New Orleans & New York / New Jersey) for a review of preparedness efforts, experiences, and insights Following Super Bowl, IAA hosted two debrief meetings with committees and stakeholders to collect any statistical data regarding SB activity and to collect feedback on experiences gained to assist with future large event planning 41