Paris-Orly West2: Easier access and improved space for La Navette shuttle passengers

Transcription

1 Paris-Orly West2: Easier access and improved space for La Navette shuttle passengers

2 CONTENTS Paris-Orly Hall 2: quicker to get around and more user-friendly 3 Graphics I/ New feature: dedicated check-in areas for different passenger profiles 4 II/ Roll-out of e-services 5 III/ Boarding and the lounge 6 IV/ A new visual display system 7 V/ Baggage sorting system with complete integration of baggage screening 8 Focus on Flight schedule and traffic at Paris-Orly West 9 Air France teams at Paris-Orly West 10 Air France at Paris-Orly West: key phases 11

3 THE NEW PARIS-ORLY HALL 2: QUICKER TO GET AROUND AND MORE USER-FRIENDLY The refurbishment of Hall 2 is the final phase in the overhaul of the Paris-Orly West terminal. The project launched in 2002 aims to make travel easier for Air France customers in terms of quality service, improved access, quicker handling and greater autonomy for passengers. Rapid check-in procedures for short-haul flights thanks to the e-services chain Short-haul flights are handled in Hall 2, and customer satisfaction on short-haul flights depends largely on the quality of ground services. Air France offers passengers the opportunity to check in online or obtain their boarding card from the self-service kiosks set up at the entrance to the hall. Passengers travelling with hold baggage simply drop off their baggage at an e-services baggage drop-off point for labelling. Passengers opting to check in online and travelling without baggage can print out their boarding card at home or in the office and no longer have to queue. Check-in of different passenger profiles to ensure all types of customers enjoy optimal service Conventional check-in procedures for Air France flights have been reorganized, with dedicated check-in areas for different types of passengers. This new check-in procedure is designed to provide each customer segment with the best possible quality of service. Overall, passengers will benefit from - KEY easier FIGURES and faster -access, greater autonomy and enhanced Close facilities, to 6 million thanks La Navette to the latest shuttle available service passengers new technologies per year, and a new organization. i.e. about 42 % of Air France traffic at Paris-Orly West some 16,000 passengers transit daily through Hall 2 70%: average seat load factor I/ DEDICATED Close to 160 daily CHECK-IN flights (departures AREAS and arrivals), operated on an hourly and half-hourly basis; up to 9 simultaneously handled gate-parked aircraft More than 85% of flights left on time and arrived on time or within 15 minutes

4 FOR DIFFERENT PASSENGER PROFILES The main new feature in the newly refurbished Hall 2 is the introduction of check-in areas for specific passenger types, designed to provide each customer segment with the best quality of service. On the departures level in Hall 2, Air France has 24 check-in desks, each equipped with a conveyor belt. These 24 desks are divided between 4 modular areas (1 and 2 on the right, 3 and 4 on the left) each comprising 6 desks, which have been designed to direct a specific type of passenger (Travel saver cardholders, Tempo, Last Minute, wait-listed, etc.) to one or all of these areas. As their layout can be modified at any time, we will, for example, be able to assign a larger number of desks to UM check-in during school holiday periods, or to passengers with reduced mobility. - WHO ARE LA NAVETTE SHUTTLE SERVICE PASSENGERS? - Types of passenger travelling on la Navette shuttle flights include: business travellers (61%) frequent flyers - more than 6 flights per year (62%) Flying Blue program members (66%) but also: unaccompanied children (UM): over 266,000 in passengers with reduced mobility: over 38,400 wheelchairs in

5 II/ Roll-out of e-services (check-in at selfservice kiosk or online, baggage drop-off) provides customers with greater choice and autonomy Passengers with or without hold baggage can check in at one of the 42 self-service kiosks (BLS). In the new Paris-Orly West Hall 2 dedicated to La Navette* shuttle flights, Air France is keen to develop use of its self-service kiosks, on the one hand by installing more kiosks at the hall entrance to allow passengers to check in upstream of the circuits, and also by offering passengers with hold baggage the option of using certain kiosks as baggage drop-off points, ensuring smoother access in the check-in area. * During the first weeks of operation, La Navette shuttle service flights to Bordeaux, Marseille and Toulouse, as well as flights to Lyon will be handled in Hall 2. During this same period, La Navette shuttle flights to Nice will continue to be handled in Hall 1, to ensure the smooth implementation of the flight schedule in Hall 2 during the initial roll-out of the new facilities. Hall 2 has been organized to fit in with the progressive roll-out of the e-services chain. Customers opting for e-tickets are able to check in online and print out their boarding card at home, for example; they then simply go directly to the boarding lounge after going through the security checkpoint. Passengers with hold baggage simply drop off their baggage at an e-services baggage drop-off point for labelling. With this time-saving, independent system, passengers will not necessarily have to queue at check-in counters. - THE 42 SELF-SERVICE KIOSKS IN HALL 2-26 self-service kiosks have been installed, including 20 at the hall entrance and 6 in the centre of the hall, intended for last-minute passengers). 16 self-service kiosks (2 groups of 8 kiosks) are set up to the left and right of the entrance to areas 1 and 4, near to the e-service desks. Approximately 20% of customers on flights out of Paris-Orly West check in at these self-service kiosks, but Air France would like to see this number increased Passengers have access to a total of 84 self-service kiosks at Paris-Orly West.

6 III/ Improved space, comfort and services at boarding: a customer services counter in the boarding lounge, a mezzanine lounge Once they ve checked in, to ensure the optimal flow of passengers, they are in turn directed through one of the 7 security checkpoints. The boarding lounge, extended by 50% (total surface area of 1,900sq.m) and equipped with brand new air-conditioning and lighting systems, now features marble flooring, more leather seats, TVs broadcasting airport programs and a bar. An Air France customer service counter agent informs and assists passengers who have pre-checked in at a self-service kiosk or online, and who have to prove they re eligible for a specific fare. This enormous lounge features 10 boarding gates through which passengers access the 2 extended jetways, contributing to the smoother flow of passengers in both directions. A total of 9 aircraft can be gate-parked at the terminal and passengers are disembarked via a mobile jetway. A glass lift and a staircase lead up to the mezzanine floor, where Le Patio lounge is situated, accessible to Flying Blue frequent flyer program Gold and Platinum members, SkyTeam Alliance Elite Plus clients, as well as l Espace Première and l Espace Affaires passengers on connecting flights. «Le Patio» of over 260 sq.m will open in April. Overlooking the boarding lounge, Le Patio seats 135 customers and is equipped with all kinds of facilities (light meals at a self-service restaurant, entertainment, quiet

7 areas for relaxation, work areas equipped with personal computers and WI-FI connections) available in all Air France lounges. The first Le Patio was opened in Bordeaux in IV/ Passengers enjoy heightened autonomy and clearer directions thanks to the new visual display systems (remote display monitors, signage) Remote display monitors Passengers benefit from the latest in new generation technologies, i.e. 58 Air France monitors, 36 of which are situated in the hall entrance and check-in areas and another 22 in the boarding lounge. These TFT (thin film transistor) flat screens are large-sized screens (100 x 60cm) in 16:9 format. Images are brighter and resolution is considerably better than with plasma screens. These monitors, situated above and upstream of the check-in desks, display general and flight-related information and directions. The names of confirmed passengers who have been requested to pick up their boarding card shall be listed on two monitors in front of each check-in area, in addition to the routine spoken announcement. Remote display monitors are particularly useful for handling La Navette shuttle flights, as customers can identify their profiles based on the information and directions on-screen. This type of visual display complements the Paris Airports Authority displays. Signage In cooperation with the Paris Airports Authority, the Air France Brand Management Department has taken an active part in the signage adaptation project, with the main objective being to integrate new technologies to make passenger handling as smooth as possible.

8 V/ The new baggage sorting system with complete integration of a hold baggage screening installation increases handling capacity threefold Smooth baggage handling is as important as ensuring smooth passenger flows (departures and arrivals). From each of the 24 check-in desks, baggage passes through integrated screening equipment, before being routed to either of the two departure sorting belts. An overhauled baggage gallery area Each check-in desk is equipped with a conveyor belt for routing baggage to the new sorting system, situated on the lower level. Two specially-adapted conveyor belts are also available to handle outsize baggage. The baggage routing time, including the EDS (Explosives Detection System) security check takes around 7 minutes in all, from the check-in desk to the container loading point. The new baggage sorting system in the Hall 2 offers a capacity of over 1,400 baggage per hour, i.e. practically three times that of the previous system, which makes it easier to handle seasonal increases in traffic and ensuring a smooth flow of operations at the baggage drop-off points. THE FLIGHT SCHEDULE - DID YOU KNOW? - Over 1.36 million baggage are handled per year for La Navette shuttle flights out of Paris-Orly West.

9 AND TRAFFIC AT PARIS-ORLY WEST - HALL 1 - Domestic flights to: Avignon Nantes Rennes Lannion Perpignan Rodez Limoges Quimper Strasbourg Lorient Metz and Nice (*): 21 daily flights and 862,000 passengers annually, from Orly - HALL 2 - Bordeaux: 14 daily flights and 487,500 passengers annually, from Orly Marseille: 19 daily flights and 635,000 passengers annually, from Orly Toulouse: 27 daily flights and 966,000 passengers annually, from Orly Lyon (*): 9 daily flights and 117,000 passengers annually, from Orly (*) During the first weeks of operation, La Navette shuttle service flights to Bordeaux, Marseille and Toulouse, as well as flights to Lyon will be handled in Hall 2. During this same period, La Navette shuttle flights to Nice will continue to be handled in Hall 1. - HALL 3 - Cayenne, Fort-de-France, Pointe-à-Pitre and Saint-Denis de La Réunion Algiers and Marrakech Edinburgh and London City (operated by CityJet) Montpellier and Mulhouse - DID YOU KNOW? - - HALL 4 Ajaccio, Bastia, Calvi and Figari Biarritz, Brest, Clermont-Ferrand, The first morning flight leaves at 06:20am The last evening flight arrives at 22:45pm 1,850 cockpit and cabin crew are based at Orly In , Air France operated over 25,000 La Navette shuttle flights from Orly

10 Lourdes, Pau and Toulon AIR FRANCE TEAMS AT PARIS-ORLY WEST: ENHANCED OPERATIONAL EXPERTISE The Air France teams at Paris-Orly West represent a total workforce of 2,300 people (51% women), most of them involved in operations at the airport hub. The airport is organized around six areas of activity, with most of the workforce involved in passenger handling and ramp activities (1,100 and 700 agents respectively). The Passenger Handling Department groups all the passenger reception, check-in, boarding and connecting flight functions in the four halls at Paris-Orly West. The average age of staff is 38. This service is divided into three units, each having developed an expertise in different destinations and types of flight, for example. The Sirius unit is dedicated to handling the La Navette shuttle service flights to Toulouse, Bordeaux, Marseille and Nice. The 450 sales staff employed in this unit, made up of 79% female staff, alternate daily shifts between two duty teams of 120 people. Along with the ramp operations staff, a total workforce of 200 people work in shifts to ensure optimal handling of Air France passengers and baggage in the new Hall 2. The second unit, Neptune, is responsible for the other flights at Paris-Orly West, while the third, Comète, handles connecting flight passengers and all baggage. The refurbishment of the hall has enabled Air France teams to take advantage of the many improvements to their workspace. For instance, the new IT workstations are more compact, occupying less space (flat-screen monitors) and passengers can now fully benefit from efficient and quick e-services (barcode reader for boarding cards issued online). - AT THE SERVICE OF PASSENGERS - The self-service kiosk assistant at the hall entrance offers guidance to passengers who want to check in at a self-service kiosk The reception agent welcomes passengers at the entrance to the check-in areas and guides them accordingly The passenger check-in area supervisor oversees the general organization and decides what resources are needed, depending on passenger flows

11 AIR FRANCE AT PARIS-ORLY WEST: KEY PHASES The Paris-Orly West terminal was launched in 1970, renovated the first time in 1990 with the introduction of independent arrivals and departures channels, and a second time in 1996, when the boarding lounge and signage were overhauled, to coincide with the launch of La Navette shuttle service flights nearly ten years ago. To meet short-haul customers changing expectations, particularly in terms of quality ground services, the Air France Paris-Orly West terminal has been involved in a project to upgrade infrastructures and technologies since : reorganization of Hall 1, with the implementation of check-in desks for all destinations; 2003: initial roll-out of self-service kiosks, expansion of baggage claims centre; 2004: reorganization of Hall 4, expansion of the central sales desk and modernization of the connecting baggage sorting system. Since 1996, Air France s La Navette shuttle service flights have been handled at Hall 2. Its infrastructures had become: unsuitable for handling La Navette shuttle services, limited in terms of managing flows (passengers and baggage), technologically obsolete, ill-adapted to integrating security measures. Practical and technical refurbishments were needed. The upgrades have as far as possible taken into account the original architecture of the West terminal, in order to

12 remain competitive and strengthen Air France s positioning with its La Navette shuttle service flights, where a smooth and rapid service is vital. This 10-year-old service, which is very much appreciated by our business passengers, continues to highlight the Company s operational excellence at Paris-Orly West.