Issue First Quarter, 2006 Madrid Barajas

A note from Hock Lye Employees at CDG Terminal 1

help open new Hall 4
Welcome to the first issue of a newsletter
specially developed for the Airports world.
Inside you’ll find interesting news and
articles from Star Alliance Network and your
regional and local airport managers.

The intent, as always, is to provide

a publication that will keep you informed
about important events and initiatives. Star
Alliance, together with member carriers,
is working hard to improve the products and
services we provide to our members and to
The new Hall 4 in Paris CDG Terminal 1 was
your customers. Services such as “Move
officially opened in December.
under one Roof” projects at a dozen airports
around the globe; products such as interlineMore than 400 employees of Star Alliance
e−ticketing, Star Alliance Upgrade Awards, member carriers in Paris were treated to
dedicated Star Alliance Connection Centres, refreshments, contests and prizes at the
development of a common IT platform, the opening of Hall 4 in Terminal 1 Dec. 1. The
launch of an alternative to the expensive day−long event showcased the new
GDS systems for selling tickets. facilities, and helped employees learn more
about the alliance and its benefits. The new
Hall 4 will allow Star Alliance customers and The world’s largest airliner tested its wings
frontline staff to operate in a much more at Frankfurt and Changi airports in the fall,
All these products and services make travel flexible, modern and spacious environment.
greeted by thousands of onlookers as it
easier and more efficient for customers
landed. The double−decker jet arrived from
while also increasing revenues and saving Paris CDG also represents the largest
Toulouse , France as part of an airport
costs. As always, we appreciate your n o n − h o m e m a r k e t i n E u r o p e f o r S t a r
compatibility test. The aircraft was making
feedback. Enjoy this inaugural issue! Alliance. stops at major airports around the world
before delivery into the hands of waiting
Most Star Alliance member carriers are now airlines. Singapore Airlines will be the first
located in the new hall in CDG Terminal 1. carrier to fly the A380 late this year.
Air Canada and Austrian will keep their
operations in T2 until the end of 2008, when
they will also move into T1.

Initial estimates indicate that the “Move

Hock Lye Lee, Vice− President, Products & Services
under one Roof” strategy and the new Hall 4
collocation will save more than two million
euros a year collectively for the carriers now
in T1.
Hock Lye Lee, Vice−President, Products &
Services at Star Alliance GmbH
congratulated and thanked Aéroport de
Paris for its foresight and commitment in A380 touches down in Frankfurt and Changi.
working with Star Alliance and the carriers
to achieve this first global milestone of a
truly alliance−branded terminal.

Airport Focus Madrid Barajas Page 1

Issue First Quarter, 2006
Star Alliance branded kiosks a
first at CDG
The world's first self−service check−in
kiosks to be branded Star Alliance were
installed at CDG−Paris Terminal 1 on
December 01, 2005. They are part of a
three−month test period with Aeroport de
Paris. The airport−owned kiosks allow
passengers from Star Alliance member
carriers to obtain their boarding passes
using a shared kiosk.
Participating in the trial are bmi, LOT Polish
Airlines, Lufthansa and Scandinavian
Airlines. If the outcome is positive, more
kiosks will be installed in the refurbished
areas in T1 and other Star Alliance member
carriers can participate.
Common−use kiosks contribute to a positive
customer experience by making it easier for
customers to check−in on different Star
Alliance member carrier flights.
New TDT Stations Launched
The Transfer Decision Tool (TDT) is an
internet based tool that enables Star
Alliance member carriers to
manage passengers and baggages in
danger of missing connections. TDT
provides all Star Alliance passengers better
service while reducing carrier costs. In the
last year, 16 new stations and 5 existing
stations began using TDT to expedite
passengers and baggages. These TDT
stations are SEA, DEN, YYZ, CLT, NRT,
MAN, GIG, GRU, SYD, HKG, AKL, LIS, Common−use kiosks at CDG
YVR, LAX, ORD, SFO, LHR, IAD, ICN,
MAD and SIN.
Page 2
Products & Services News
60 Star Airport Teams (SAT)
established
A Star Airport Team (SAT) is established at
all airports where five or more carriers
operate and at some dedicated airports of
high importance. The members of the SAT
are the station managers of the operating
Star Alliance member carriers. All together
about 60 SATs have been established.
The SATs are supported by three Star
Alliance Regional Directors who take care of
the Americas, Asia/Pacific and
Europe/Africa. They are based in BKK, FRA
and LAX. A detailed document called the
SATPAC gives the station managers advice
about the organization, duties, roles and
reponsibilities.
Once a year SAT members come together
in their region to provide an opprtunity for
dialogue, education, knowledge−sharing
and the advancement, improvements and
close cooperation of all aspects of airport
operations among the Star Alliance carriers.
The next meetings are scheduled between
March and May 2006 and will take place in
FRA, MIA and SIN.
Products & Services Reference
Guide 2006 in development
Every year Star Alliance GmbH edits a new
Reference Guide for the employees of the
Star Alliance member carriers. The booklet
contains general information about the Star
Alliance member, but also shows an
overview about the offered customer
benefits and the harmonized Star Alliance
procedures. In addition a complete lounge
list and airport maps of the major Star
Alliance destinations are included.
The edition of the guide is planned in early
2006 in time for the planned joining date of
the new Star Alliance members, SWISS and
South African Airways. This Reference
Guide will be the 10th edition.
Airport Focus Madrid Barajas
Issue First Quarter, 2006
Star Alliance airports in Europe
and Africa
Within the European−Africa region are
currently 29 of the worldwide 60 Star
Alliance Airport Team (SAT) stations (AMS,
ARN, ATH, BCN, BRU, BUD, CDG, CPH,
DUB, FCO, FRA, GVA, IST, JNB, LHR,
LIN, LIS, MAD, MAN, MUC, MXP, NCE,
OSL, PMI, PRG, VCE, VIE, WAW, ZRH). At
these airports, the station managers of
all operating Star Alliance carriers meet
on a regular basis to discuss and identify
local opportunities that help improve
customer satisfaction or provide cost
savings for the participating carrier.
Usually, the Star Alliance member with the
highest traffic at an airport is the so called
Star Airport Coordinator (SAC) who chairs
the SAT and will represent Star Alliance
interest to third parties at this station.
The Star Alliance organisation in
Europe and Africa
Star Alliance Services GmbH has seven
employees specifically supporting the Just recently, the LIS SAT supported the
European−African region.
Based in London, Alan Rook and Dariusz to major cost savings but also to an
Sawicki coordinate all Star Alliance activities improved connection handling.
at LHR.
John Krempa lives and works in Paris and is Star Alliance GmbHcongratulates the LIS
responsible for the collocation project in SAT for this remarkable success story.
CDG (see page 1&2).
Mark Rodrigues works as a Star Alliance
project manager on the collocation projects
in MAD and WAW.
Cordula Krebs and Carlos Doerner are both
from LH but work for all Star Alliance
carriers in the Star Alliance Connection
Centres in FRA and MUC.
Finally, Andreas Naujoks, Regional Director
Europe & Africa, is the first contact for all
other stations in our region. Andreas is
based in FRA and can be best reached via
e−mail at
andreas.naujoks@staralliance.com.
Airport Focus Madrid Barajas
Regional News
A success story: Lisbon SAT
On the 11 May 2005 the Station Managers
from TAP, Austrian Airlines, Lufthansa, and
VARIG in Lisbon met for the first time to
evaluated locally how they can work
together to improve the quality of service to
their customers. Today, the LIS SAT can
already report a list of various
achievements:
After setting up regular SAT meetings, the
team created a small employee data base
helping the staff to know each other.
The next activity, lead by the SAC, was to
install a Star Alliance branded information
board at the baggage belts. With this board
the GH agent can inform passengers in
advance about irregularities with their
luggage avoiding unnecessary waiting times
A growing Star Alliance family
for Star Alliance customers.
The European−African region hosts all
In July, the LIS SAT participated in a Star
current 16 Star Alliance members (AC, BD,
Alliance Service Audit. Their support and
JK, LH, LO, NH, NZ, OS, OZ, RG, SK, SQ,
involvement made the audit a successful
TG, TP, UA, US) and also the three
exercise and resulted in service quality
Regional Star Alliance members Blue1 (KF),
improvements at LIS
Adria Airways (JP) and Croatia Airlines
(OU).
implementation of the Star Alliance Transfer
However, this family will grow this year by
Decision Tool (TDT) which will not only lead
another two carriers: Swiss International Air
Lines and South African Airlines will become
Star Alliance members in 2006.
Please welcome these two airlines as your
new partners in Europe and Africa.
Regional SAC /SAT workshop
Once a year station managers of Star
Alliance carriers in the Europe−Africa region
come together for a workshop. The 2006
Regional SAC/SAT Workshop will take
place in FRA on 28 Feb − 1 Mar 2006.
The focus for this workshop will be:
− To continuously improve the effectiveness
Lisbon SAT L to R: Martin Neugebauer, OS; Teresa of SATs
Bastos, LH; Antonio Espirito Santo (SAC), TP; − To improve the quality of Products &
missing Carlos Correia, RG Services delivery at regional level that
impact the customer
Page 3
Issue First Quarter, 2006 Airport News

AIRPORTS AND COMPLEXITY generate some kind of disorder such as

punctuality problems, rise of contingency
We are part of a small group of costs, assistance failures and some
professionals that works in a kind of activity standard procedures non compliance, even
built by highly complex systems: airlines. though the maintenance of a complete
control is impossible. This awareness may
Complex systems are all of those systems give us a little bit more of peace in our work
in which its agents and processes are and less disappointment. It may also be
connected between themselves and with the considered as an avoiding or decreasing
environment through a complicated network. anxiety factor that eliminates the tension
We may say that the airports are the most and stress. In those kind of complex
complex department of the air transport systems where chaos is the rule, actions
sector. that may be taken beyond our synthesis (a
more deep analysis than a simple cause
Being part of a system of this nature has its and effect relation) are not able to grant the
costs. If you are not aware about the nature elimination of some phenomenon’s
that rules this kind of organizations, this cost interference. Our actions have the power to
may be higher than the benefits brought by low the system probability of returning to the
working in this kind of system. The benefits disorder state only. In these organizations TECHNOLOGY
of working in the airports are responsible for there is no “recurrence”, that is, the return to
the daily generation of new energy that exact states visited by the system
supports and strengths the capability that previously.
we developed in order to maintain working
in a such challenging environment. Airports Nonetheless the presence of this awareness
don’t have routine. only in the middle and in the intermediate
management levels of the operational area
The perception felt by all of us that in our will not help the organization face actual
a c t i v i t y h a s n o r o u t i n e i s o n e o f t h e development and people will not get good
i n d i c a t o r s o f t h e c h a o s a n d d i s o r d e r work environment as talked above. It is
existence. This means that the system is necessary that the whole organization have
always being taken far from its dynamic a clear understanding about the nature of
balance. Another factor that makes you feel our business. Only this will enable people VARIG
that there is no routine, is that system that not to search for guilties, stress more and
operates in such a level of complexity is more each other, create more and more The Company starts creating a new
always influenced by chaotic conditions. We control boards, complicate what is simple, structure to give a better asistance to its
mean by chaos when the system is taken wish to control the complex or increase the pasengers, looking for modernization and
far from its dynamic balance or from its near b u r e a u c r a c y t r y i n g t o c o n t r o l w h a t i s adapting to the market tendencies in which
balance state. Chaos is rather the rule than uncontrolled by nature. This thought added it forecasts an increasing of the electronic
exception at the airports, but thanks to the to the general consciousness that we form services. One exemple is the web site of its
“strange attractors” the system usually goes part of a complex whole, in which each Smiles Mileage Porgram, the biggest Latin
back to its dynamic balance state. This member depend on the other one for the American mileage program. It has been
movement in which the system fluctuate r e a c h o f b e t t e r i n d i v i d u a l a n d g r o u p rebuilt in order to get the client access
between chaos and order generates new outcomes, we will treat in a more lucid easier.
energy and conduct the system and its vision the deviation of our goals and get
agents to a higher development level. If we better problem solutions. TAP and Spanair
have a full consciousness that systems with
this nature works this way, our work will be Georges Balandier says: “This ordered They started their new bilateral commercial
lighter and more grateful. world is not a finished world. It is movement, agreement based on the code share flight
life, turbulence.” operations between the two companies
When we acquire this awareness network.
(knowledge), we stop wishing to keep the by Roncalli S. Maranhão
total control of the phenomenons that
influence directly in our working area and Varig Station Manager − Madrid

Airport Focus Madrid Barajas Page 4