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Irish Aviation Authority

2 2018 · IAA CUSTOMER CARE REPORT

32018 · IAA CUSTOMER CARE REPORT

COnTEnTS


This report sets out the feedback from the2018 independent customer survey whichhelps inform us what our customers thinkof the IAA and our ATM services and alsothe key areas where we can supportcustomers in the delivery of their businessobjectives.

During 2018, we have delivered safe, efficientand excellent value for money ATM services toa record 345,400 aircraft in Irish controlledairspace (+0.5%) and 226,200 flights at DublinAirport (+5%). The rate of growth in En-Routetraffic did however slow down compared to2017, with flights up by just 0.5%. Cork andShannon airports also saw strong growth withour Air Traffic Controllers handling 3.8% and4.2% more traffic respectively.

This continued growth demonstrates theongoing strength of the aviation industry in

Europe and North America, the two mostimportant markets for Ireland and the IAA.While it is very welcome, the increases in trafficdid not come without challenges. Our alreadybusy En-Route Operation based in Shannonwas stretched further to accommodate theextra traffic, but we worked hard to ensurethat there were no capacity related delays inIrish airspace during the year. Minimisingdelays remains a key priority for our customersand it is a core objective of ours to provide asafe and delay free service on an ongoing basis.

Across Europe, 2018 was a difficult year for thenetwork and the airlines that used it, withEUROCONTROL reporting that delays, at 19.1million minutes, were twice as high as they hadbeen in 2017. Problems with capacity andstaffing were responsible for over 60% of thesedelays, bad weather for a further 25% withstrikes and other disruptive events causing

I am delighted to present the Irish

Aviation Authority’s AnSP Customer

Care report for 2018.

A MESSAGE FROM OUR CHIEF ExECUTIvE


over 14%. Irish airspace continued to haveamong the lowest level of delay across Europeand the IAA worked hard to support thenetwork and our neighbouring ANSPs byefficiently transitioning flights from NorthAmerica to European domestic airspace andvice versa.

Demand at Dublin Airport continued to grow in2018, despite the airport being at capacity (allslots full) for much of the operating day. Thisgrowth has again put significant pressure onthe ground infrastructure at the airport,resulting in congestion on the airfield andconsequential delays, particularly during thehours of peak demand. Our Controllershandled a record 226,000 flights in 2018 andalthough delays increased over the previousyear, they were almost totally attributable tobad weather and shortage of aerodromecapacity.

Dublin Airport’s northern runway, scheduled tobe operational by late 2021, will help to resolvethis congestion. The IAA is continuing todevelop our new visual control tower and theassociated infrastructure necessary to allowfor operations on the new runway. This will bea new landmark building for Dublin and it willallow Dublin Airport to meet the demand fromthe airlines and their passengers, and tocontinue as a key driver of the Irish Economy.

Unfortunately, in the last quarter of 2018 wesuffered two unrelated outages of our ATMsystems, the first system outages we haveexperienced for a number of years. I verymuch regret that these events resulted in thefirst IAA attributable delays in 10 years and Iapologise to our customers for any disruptionthat was caused to their operations. We safelyand quickly returned the systems to normaloperations on both occasions, and I can assureyou that we have been working with thesystem supplier and our partners to ensurethat there is no recurrence of the problems.System resilience and reliability are keypriorities for us during the next year.

2019 looks like it will be another busy year asairline announcements indicate that trafficbetween Europe and the US will continue toincrease and Dublin, Cork and Shannon will allsee new services. We have recruited newControllers and are working hard to ensurethat they are in place to meet the increase indemand from the beginning of the summerseason. We are also recruiting and trainingnew Engineers to support the delivery of anambitious capital expenditure programme overthe next five to six years. These investmentsin our business are necessary to ensure longterm sustainability of a safe, high quality,reliable, customer focused service.


2019 will also be an exciting year for the IAAas the construction phase of our new DublinATC tower comes to an end. At 86.9m tall, it iscertainly an impressive structure and it willallow us to provide safe, efficient and value formoney ATC services to Dublin Airport when thenew parallel runway opens for business. OurATC and Technical Teams will then spend closeto 12 months installing and testing theequipment and training our Controllers. Oncethese programmes have been completed, wewill build experience by using the new towerto provide services to the existing runways sothat our Teams are ready for the new runwaywhen it opens in 2021.

We understand that high performance and costcontrol are hallmarks of the airline industryand are of vital importance to our customers.I can assure you that all of us at the IAA willcontinue to put in place, innovative technicaland procedural solutions to ensure we deliverour trademark safe, efficient and excellentvalue for money ATM services to all our airlinecustomers.

Our Customer Care programme focuses on faceto face meetings with our airline customersand an independently administered onlinesurvey to get detailed feedback from them. Itprovides a mechanism for them to tell us whatthey think of the ATM services we provide and

what we can do to better meet their needs. In2018, we again asked Schuman Associates, aBrussels based consultancy, to conduct thesurvey on our behalf. The independence thatthey bring to the process helps to provide aclear understanding of our customers’ needsand concerns.

I am delighted to say that for 2018, ourcustomers awarded the IAA an overallsatisfaction rating of 92.3%. This is a verygood result, but I recognise that there arestill opportunities for improvement acrossour operations, particularly as trafficcontinues to grow. I would like to take thisopportunity, on behalf of all of us at the IAA,to say thank you to all of our airlinecustomers who took time out from their busyschedules to meet with our Customer CareTeam during 2018 and to complete theSchuman Associates online survey. I assureyou that we welcome their feedback andthat where practicable, our Teams will takethe necessary action to deliver the ATMservices that our customers demand.

Thank you.

Peter KearneyChief ExecutiveSeptember 2018


This Customer Care report sets out theoperational highlights and the IAA ANSP’sperformance outcomes for 2018. It alsoprovides details of what our Customers thinkof the IAA in the areas of:

Safetyvalue for MoneyService DeliveryInnovationCustomer Service

2018 was another record year for en-routetraffic in Irish controlled airspace with 344,400flights (+0.5%) managed by the IAA. OurNorth Atlantic Communications centre saw atraffic increase of 1% to over 505,000 flightsduring the year. Dublin again experiencedrecord numbers with over 226,000 flights, up4.8% on 2017. Cork and Shannon airports alsodelivered strong growth at 3.8% and 4.2%respectively.

Levels of delay in Irish Airspace attributableto the IAA, have historically been extremelylow. In 2018, we did however see 2,615minutes of delay caused by two, unrelatedsystem failures and 59 minutes resulting fromdemand which exceeded the capacity of theairspace around Dublin Airport. A further26,250 minutes of delay resulted from badweather and lack of aerodrome capacity.

There were other disruptions, particularly atDublin, where the capacity of the airport’sground infrastructure has not kept pace withtraffic growth in recent years. The ensuingcongestion has seen start up delays,particularly during peak periods. Wherepossible, our Teams at Dublin and Shannon Air

Traffic Control Centres are working with thevarious stakeholders to minimise these delays.

The outcomes of the 2018 independent surveyare largely positive with an averageoverall satisfaction rating of92.30%. This is reflective of the safe andefficient service provided by our people,Ireland’s consistently low user charges andthe excellent delay performance of Irishairspace and airports. It is also indicative ofthe good working relationship between theIAA and our Airline Customers.

Schuman Associates asked our Customers tohelp us understand what mattered most totheir airlines, by ranking five service deliveryitems in order of importance. Our Customerstold us that Efficient Airspace is the mostimportant of the items to their Airline with55% ranking it as top priority. In second placewas Low Levels of Delay with 26% andOperational Resilience was third with 19%ranking it Number 1. While Low User Chargesand Customer Relationship were important totheir businesses, none of our Customers thatcompleted the survey ranked them Number 1.

We would like to acknowledge thecontribution of our Customer Airlines in ourCustomer Care process. Without theirongoing commitment to meet with us andcomplete the Schuman Associatesindependent survey, the programme couldnot work and the significant benefits to allfrom enhanced communications andperformance improvements would not berealised.

Thank you to all of our participatingCustomers.


We work hard to support our Customers’operational objectives by delivering safe,high quality and value for money ATMservices throughout Irish controlledairspace and at Dublin, Cork and Shannonairports.

Our Customer Care programme plays a key role in helping us to understand ourCustomers’ objectives. We meet with asmany of our Customers as is practicable, tolisten to what they have to say about theATM services that we provide and how theycan be improved. These meetings alsoprovide an opportunity for us to brief ourCustomers on our operational performanceand our latest improvement initiatives.

Each year, we try to meet with arepresentative sample of our Customers andin 2018, we met with 35 airlines acrossEurope, North America and the Middle East,the most important markets for the IAA.These airlines cover all the major businessmodels, both passenger and freight and fromUltra-Low Cost Carriers to Full ServiceAirlines. This group was responsible forapproximately 88% of flights in Irish airspaceand 87% of our revenues during the year.

Our face to face meetings at our Customers’home bases allow the opportunity for asmany of their people as is possible, from arange of operations and business disciplinesto talk to our Team, with minimum disruptionto their busy working days. The comments,concerns and suggestions expressed at thesemeetings are fed back to our OperationsTeam who then work to resolve any issues asquickly as is possible.

We engaged an independent consultant toconduct an online survey to measure ourCustomer’s levels of satisfaction with ourperformance across a number of keyperformance areas and to provide us withfeedback on the results. In 2018, we againasked Schuman Associates, a Brussels basedconsultancy, to conduct this survey.

We take the feedback from the survey anduse it to inform our Operations andTechnology plans so that they can bealigned with the needs of our Customers, aswell as those of our people and ourorganisation. We include this data in ourannual Customer Care report which we sendto our Customers and publish on our website(www.IAA.ie)

The IAA is recognised by our Airline Customers as one of the mostCustomer focused AnSPs in the AirTraffic Control industry.

IAA CUSTOMER CAREPROGRAMME


OUR PARTICIPATInGCUSTOMERS


At our facilities in Dublin, Shannon en-route andBallygirreen, Co. Clare, our Air Traffic Controllersand Radio Officers handled record numbers offlights and Cork and Shannon airports also sawstrong growth. En-route traffic through Irishcontrolled airspace grew by 0.5% and flights atDublin airport increased by 4.8%. Our NorthAtlantic HF Communications Team handled 1%more aircraft than in 2017. Traffic on the NorthAtlantic routes was at record levels in 2018 butthe rate of growth continues to ease.

Safety

Safety is the Number 1 priority for all of us anddelivering a continually safe ATM service to ourCustomers and their passengers and crew, is acore objective of the IAA. It is the firstconsideration in everything we do.

We are committed to complying with all Nationaland European safety regulations and with ICAO’sStandards and Recommended Practices. Where itis practicable, we strive to go beyond complianceand work to implement international best practicethroughout our organisation.

The IAA ANSP has a strong Safety ManagementSystem in place which has enabled us to reach ourSingle European Sky (SES) RP2 PerformanceTarget well in advance of the 2019 deadline. Thelevel of safety maturity of the IAA has beenmeasured and is recorded at 91%, the highest inthe EU SES area. The equivalent CANSO /EUROCONTROL “Standard of Excellence” measureof safety maturity places IAA at the top of 44

In 2018, we again sawgrowth across our Air

Traffic ControlOperations.

2018 HIGHlIGHTS


participating ANSPs. Retaining these highlevels will be a challenge, particularly as theregulatory landscape continues to change,but we can assure you that we remaincommitted to continuously improving thesafety of our operations in Irish airspace andairports

As part of an extensive safety managementsystem, the IAA pays particular attention to5 Key Safety Performance Indicators (KSPIs):

· Runway Incursions· Separation Minimum Infringements· Level Busts· Deviation from ATC Clearance· Unauthorised penetration of airspace

In 2018, the rate per 1,000 flight hours** foreach KSPIs reduced with the exception ofDeviation from ATC Clearance which saw aminor rise, mainly due to issues at theoceanic boundary. This is an excellentperformance when current record trafficlevels are taken into account.

The IAA’s Stakeholder Safety Forum providesa framework for discussions between ourSafety Management Unit and our AirlineCustomers. During 2018, our SafetyManagement Unit continued to promote thisinitiative throughout our Customer base.Membership of this forum includes the IAA, agrowing number of airlines, the Irish AirCorps, Irish airports and ANSPs at theregional airports. This broad cross section ofthe aviation community facilitates theconfidential sharing of de-identified safetydata, which in turn allows for better data

quality and analysis of safety significantevents.

The Stakeholder Safety Forum has helped toidentify problem areas and develop sharedrisk mitigations, and this has led to animproved overall safety performance in Irishairspace. Each member airline receives abiannual report on their safety performancein Irish controlled airspace.

For 2019, we can assure you that the IAA willcontinue to improve the overall safetyperformance of Irish Airspace and theairports at which we provide ATM services.

value for MoneyIreland’s ATM user charges have met the costefficiency targets set under the EuropeanCommission’s RP2 Performance Scheme andcontinue to be some of the lowest in Europe.The IAA recognises the importance of lowATM costs to its Airline Customers and iscommitted to providing safe, efficient andvalue for money ATM services that meet theiroperational needs.

Ireland continues to maintain one of thelowest en-route user charges in theEUROCONTROL collection area with its 2019unit rate at €28.12 (nominal) being the 7thlowest (4th lowest in EU).

The 2019 Irish Terminal Air Navigation Service(TANS) user charge, which applies at Dublin,Cork and Shannon airports is reduced to€150.44 (nominal). It remains in the lowest

KSPI 2017Rate/ 1,000 Flight Hours

2018 Rate/ 1,000 Flight Hours

Runway Incursion** 0.055 0.025

Separation Minima Infringement 0.029 0.012

Level Bust 0.157 0.178

Deviation from ATC Clearance 0.462 0.504

Unauth. Penetration of airspace 0.103 0.101

** Runway incursions calculated per 1000 movements


quartile of the EUROCONTROL collection areaon a like for like basis and compares veryfavourably against operations of a similarscale and complexity across Europe. Bothen-route and TANS user charges are in linewith the targets approved under the EC’sRP2 Performance Plan.

In 2019, the IAA will return over€14 Million to its customersthrough reductions in thecalculation of Terminal and En-Route user charges under theterms of the RP2 performance planrisk-sharing scheme. This is largelyas a result of 2017 actual trafficvolumes across the Terminal andEn-Route environments being significantlyahead of the STATFOR forecasts used toprepare the RP2 performance plan.

The North Atlantic Communications (NAC)charge remains unchanged at €45 for the 7thyear in succession. This fee is charged forthe provision of HF radio communications inthe SHANWICK region of the eastern NorthAtlantic.

Service Delivery

In 2018, traffic once again grew across theIAA’s En-Route and Terminal operations,despite geopolitical instability, theuncertainty surrounding BREXIT andcurrency volatility. En-Route trafficmanaged by our Controllers at Shannonincreased by 0.5% to 345,400 flights. Traffichandled by our North AtlanticCommunications Centre in Ballygirreen grewby 1% where our Team provided HFCommunications services to over 505,000aircraft. These are record levels of traffic,but the rate of growth has eased aspassenger demand softened and costsincreased. Many airlines with significantoperations between Europe and NorthAmerica reported increases in non-fuel costssuch as staffing and the average fuel pricepaid by the airlines grew by over 31% during2018.

Traffic at the three State airports where IAAprovides terminal ATM services increased,with Dublin recording another record yearwith traffic up 4.8% to 226,200 flights. Corkand Shannon airports returned to stronggrowth with increases of 3.8% and 4.2%respectively.

The IAA provides En-Route Air TrafficManagement (ATM)services in Irishairspace, NOTA andSOTA. 2018 was thebusiest year onrecord and 2019looks like being

even busier. This growth is largely driven byschedule expansion by the IAA’s CustomerAirlines although we have accommodatedadditional unexpected traffic as a result ofdisruption elsewhere in the Europeannetwork. We will always welcome increasesin traffic, but it does not come withoutchallenges. Our already busy En-RouteOperations Team, based in Shannon, werestretched further to accommodate the extratraffic, but our people worked hard to ensurethat there were no capacity related delaysin Irish airspace during the year. Minimisingdelays remains a key priority for ourcustomers and it is a core objective of oursto provide a safe and delay free service toour customers on an ongoing basis.

In 2018, we did however see some delay inen-route airspace. Unfortunately, we hadtwo unrelated outages of our ATM systemsin Q4, the first we have experienced for manyyears. We very much regret that theseevents resulted in the first IAA attributabledelays (2,615 minutes) in 10 years and weapologise to our Customers for anydisruption that was caused to theiroperations. On both occasions, we safelyand quickly returned the systems to normaloperations and you can be assured that wehave been working with the manufacturer ofthe system and our ANSP partners, to ensurethat there is no recurrence of the problems.System resilience and reliability are keypriorities for us in 2019.

14 miilion euro back

to Customers in 2019

as a result of risk

sharing applied to

2017 performance


The IAA provides Terminal Air NavigationServices at Dublin, Cork and Shannon airportswhere traffic grew by a total of 4.7% in 2018.It is expected that 2019 will again set recordsfor the number of aircraft and passengers atDublin Airport although the rate ofexpansion may slow as the airport is veryclose to full at peak times. In thisenvironment which has seen no increase inthe capacity of the airports’ runway andtaxiway infrastructure, the IAA continues todeliver an efficient, high quality and valuefor money service to our Airline Customers

Delays at Dublin increased significantly in2018 with weather delays more thandoubling as a result of high winds and snow.Problems with aerodrome capacity alsoresulted in similar increases in delay, largelyas a result of disruptions due to work on therunway, taxiways and the ramp, in anenvironment where no capacity has beenadded to this infrastructure to handle thesignificant growth in traffic in recent years.There were also 59 minutes of delay atDublin where the demand exceeded thecapacity of the terminal area airspace on oneoccasion.

Innovation

The IAA remains committed to theimplementation of new procedures andtechnology that are pragmatic and innovative,to deliver enhanced levels of safety andefficiency to meet the ATM needs of ourCustomers and to ensure compliance withour regulatory obligations. During 2018,most of our effort was however focused onservice delivery as traffic for the year wassignificantly above the levels forecast in the

RP2 Performance Plan. Our staffing levelswere aligned with the forecast trafficvolumes and so we were obliged to suspendall non-critical projects and use ourControllers and Technical Specialists toensure that we could provide sufficient ATMcapacity to cope with the additional demand.

Our Team at Dublin did however work withour Customers and other stakeholders oninitiatives to achieve enhanced capacity outof the existing runway. A project to reducethe separation between departures andarrivals resulted in an additional twomovements per hour at busy times of theday by the end of the year. Another projectto further reduce the separation betweendepartures is currently underway and willlikely yield another 2 movements per hourat peak times by the end of June 2019.

Our Dublin Team has continued to participatein Dublin Airport’s A-CDM project to improvethe efficiency of ground operations at theairport. H24 trials commenced in earlyJanuary 2019 and although there are stillsome teething problems with the project, it is expected to be connected to theEUROCONTROL A-CDM system by the end ofthe year.

The biggest and most visible Dublin projectis the construction and commissioning of thenew Visual Control Tower. Construction willbe complete by the end of March 2019 andour people will begin a year long programmeof installation of technology and training.We plan to use the new tower to controltraffic on the existing runway by Q3 2020with operations on parallel runways whenthe new northern runway opens in late 2021.


Our Team at Shannon has refined thesectorisation of the airspace to optimise theefficient flow of traffic during peak times.This ongoing process, combined with changesin procedures, has allowed Shannon tohandle record numbers of flights with noadditional controllers. We have recruitednew staff and are training them to be readyfor the 2019 peak summer season whentraffic volumes are again predicted toincrease.

Shannon also commenced work on thedevelopment of a remote tower facility atthe ATC Centre in Ballycasey. Oncecomplete, our Team will begin trials that willsee Shannon Airport being controlled from aremote tower. This will allow us to avoid thecost of building a new visual control towerat the airport to replace the current onewhich is becoming costly to maintain. It willalso allow for enhanced productivity asmany of our Shannon Controllers holdmultiple ratings and will be able to operateacross the en-route and terminal areas asthey will be in the same building.

Also in County Clare, our en-routecontingency centre at Ballygirreen will openby the end of the year. It will provide thefoundation to our en-route contingencyplans and will double as a test centre fornew ATM technology.

Customer Service

The IAA’s Customer Care programme plays anintegral role in the development andmaintenance of the working relationshipbetween our Airline Customers and the ANSP.Our CRM Team serves as the day to day pointof contact between the airlines and the IAA.

Our Customer Care programme focuses onface to face meetings with our Customersand an independently administered onlinesurvey to capture detailed feedback fromthese airlines. It provides a mechanism forthem to tell us what they think of the ATMservices we provide and what we can do tobetter meet their needs.

During 2018, the IAA’s CRM team had face toface meetings with 34 Airline Customers andone Industry Association. Each meetingprovided opportunities for discussion andfeedback on key areas of importance to bothCustomer and Service Provider (e.g. Finance,Operations and Strategy).

In 2018, we again asked Schuman Associates,a Brussels based consultancy, to conduct asurvey on our behalf. The independencethat they bring to the process helps toprovide a clear understanding of ourCustomers’ needs and concerns. The resultsof this survey are published in this report.

We are very pleased to report that for 2018,our Customers awarded the IAA an overallsatisfaction rating of 92.3%. This is a verygood result, but we recognise that there arestill opportunities for improvement acrossour operations, particularly as trafficcontinues to grow.

We would like to take this opportunity, onbehalf of all of us at the IAA, to say thankyou to all of our Airline Customers who tooktime out from their busy schedules to meetwith our Customer Care Team during 2018and to complete the Schuman Associatesonline survey. We assure you that wewelcome their feedback and that wherepracticable, our Teams will take thenecessary action to deliver the ATM servicesthat our customers demand.


TECHnOlOGy UPDATE

Looking further out, the EUROCONTROLSTATFOR traffic forecast (Oct 2018) indicatesthat flights through Irish airspace will growby up to 2.6% per annum out to 2024. Wehave new Air Traffic Controllers in trainingand they will be ready to meet the increasein demand from the beginning of the 2019summer season. We are also recruiting andtraining new Engineers to support thedelivery of an ambitious capital expenditureprogramme over the next five to six years.These investments in our business arenecessary to ensure the long termsustainability of safe, high quality, reliable,customer focused ATM services. Some of thekey projects that our Teams are working oninclude:

new Dublin visualControl Tower

Dublin Airport confirmed its intention toconstruct a new parallel runway which isexpected to be operational in 2021. Toenable operations on this new runway, theIAA has commenced the construction of anew visual air traffic control tower and bythe end of March 2019, the constructionphase will come to an end. The new towerwill allow us to provide safe, efficient andvalue for money ATC services to Dublin

Airport when the new parallel runway opensfor business. Our ATC and Technical Teamswill spend close to 12 months installing andtesting the equipment and training ourControllers. Once these programmes havebeen completed, we will build experience byusing the new tower to provide services tothe existing runways so that our Teams areready for the new runway when it opens in2021.

Enhanced SurveillanceInfrastructure atDublin Airport

To provide sufficient capacity to meet theincreasing traffic demand at Dublin Airport,we need to maintain the capability to deliver3NM separation between aircraft in theDublin terminal area. This requires that wehave 2 radar systems providing surveillancecoverage in the area at any one time soshould we have to withdraw one radar fromservice for maintenance or any other reason,the separation standard will increase,leading to possible delays to aircraft arrivingand departing the airport. To enhance theresilience of the Dublin radar service, we willinstall a third radar system which will allowus maintain dual coverage and 3NMseparation on a continuous basis.

2019 looks like it will be another busy year as airline announcementsindicate that traffic between Europeand the US will continue to increaseand Dublin, Cork and Shannon will allsee new services


Remote Tower at Shannon

Our Technology Team at Shannon hascommenced work on the development of aremote tower facility at the Shannon ATCCentre in Ballycasey. Once complete, ourTeam will begin trials that will see traffic atShannon Airport being controlled from aremote tower. This will allow us to avoid thecost of building a new visual control towerat the airport to replace the current onewhich is becoming costly to maintain andupdate. It will also allow for enhancedproductivity as many of our ShannonControllers hold multiple ratings and will beable to operate across the en-route andterminal areas as they will be in the samebuilding. We expect the trials to becompleted by the end of 2019 with 24 houroperations commencing by the end of Q12020.

En-route ContingencyCentre

Our en-route contingency centre atBallygirreen, Co. Clare, will open by the endof the year. Once operational, it will providefull contingency for our Shannon en-routeoperations and will be the foundation to ouren-route contingency plans. The Centre willalso operate as a test centre for new ATMtechnology for the IAA and our COOPANS ATMSystem partners.

Space based ADS-BSurveillance for ATM

The IAA is a partner in Aireon LLC, arevolutionary satellite based global airtraffic surveillance venture. We have signeda data services agreement with Aireon toaccess space based ADS-B surveillance datafor Irish controlled airspace (ShannonUIR/FIR, NOTA & SOTA). We are currentlyreceiving test data at our Shannon ACC andare evaluating it against terrestrial ADS-Bdata. Once regulatory approval has beensecured, we will use the data to provide anaugmented surveillance source for theShannon ACC. We expect to be using spacebased ADS-B data in the operationalenvironment by the end of 2019.

Aireon AlERT

The IAA, in conjunction with Aireon, will offerAireon ALERT, a space based air trafficsurveillance system, to track flights inemergency situations, as a free, publicservice to the global aviation community.This service is expected to be operational bythe end of 2019.


nAvAIDS ReplacementProgramme

Instrument Landing Systems (ILS) andInstrument Runway Visual Range (IRVR)equipment is vital to the provision of safe,reliable and efficient Terminal ATC services.The equipment installed at Dublin, Cork andShannon airports is now reaching end of lifeand some components are becomingobsolete. Over the next three to four years,we intend to replace existing ILS and IRVRequipment at these airports to ensure thatwe can continue to provide a safe reliableand efficient service to our Customers. Thenew systems will be more reliable and willhelp ensure the resilience of operations atthe airports. Additionally, as part of ourproject to support the new parallel runwayat Dublin, we will install ILSs and IRVRs.

voice CommunicationsSystems (vCS) UpgradeProgramme

Over the next four years, IAA will replace theVCS at Dublin, Cork and Shannon Towers andat the Shannon ACC. This will deal with endof life and obsolescence issues and upgradethem to IP based communications systems,designed to meet future SESAR ATMrequirements.

TAnGO Routes

The IAA is currently working with the SpanishANSP to establish a new VHF radiocommunications site in northern Spain. Thiswill support the new TANGO routes linkingIrish airspace with the Iberian Peninsulathrough Oceanic airspace, for aircraft notequipped with FANS Datalink. IAA is alsoworking with the French ANSP to take radardata from their Brest facility into ourCOOPANS system to strengthen oursurveillance capability in the area.

We understand that high performance andcost control are hallmarks of the airlineindustry and are of vital importance to ourcustomers. We assure you that all of us atthe IAA will continue to focus on innovativetechnical and procedural solutions to ensurewe deliver our trademark safe, efficient andexcellent value for money ATM services to allour airline customers.


SCHUMAn ASSOCIATESInDEPEnDEnTCUSTOMER SURvEy

In 2018, the IAA commissioned theBrussels based consultancy, SchumanAssociates, to conduct a Customersatisfaction survey on our behalf. Theindependence that they bring to theprocess helps ensure that we get a clearerunderstanding of our Customers’ needsand their opinions of the services weprovide.

This year, Schuman used the EuropeanCommission’s EU SURVEY web based tool toreach out to our Customers and ask them tocomplete an online survey. This asked ourCustomers give their opinions of the IAA’sATM operations across some keyperformance areas and to say if theythought there had been improvements overlast year. The survey also encouraged themto submit comments, concerns, questions andsuggestions in a “free format” section.

Schuman Associates downloaded the data,collated it and compiled a number of reportsfor the IAA.

The results of the 2018 independent surveyshow that the overall level of Customersatisfaction with the IAA is 92.3%. Thisperformance reflects the IAA’s consistentlyhigh levels of safety, value for money usercharges, lack of delay, efficient Free RouteAirspace and a high level of Customerengagement.

2012 2013 2014 2015 2016 2017 2018201122 22001133 222000111444 222000111555 222000111666 22001177 22018

Overall Customer

Satisfaction


This scheme requires all EU Member Statesto put in place targets which make acontribution to Union-wide goals to enhancesafety, reduce average user charges, cutdelays and lessen the impact of Air TrafficManagement on the environment. For theperiod 2015 – 2019 inclusive, known asReference Period 2 (RP2), Ireland and the UKsubmitted a joint Performance Plan asrequired under EU Legislation whichcontained targets in these areas and whichwas one of the first accepted by theEuropean Commission.

The EC has confirmed that Ireland and theIAA has met our targets for 2015, 2016 and2017. Although not yet verified by theCommission, our performance for 2018 wason target and we are on course to do thesame in 2019.

KPI Status Detail

Safety FullyCompliant

Effectiveness of safety management (EoSM) - 2019 targetfully achieved by 2015 and maintained in 2016 and 2017.

Application of Risk Assessment Tool (RAT) for incidentseverity classification - 100% application in 2017.

Just Culture - Fully Compliant

CostEfficiency

FullyCompliant

2017 En-route user charge €29.54 (nominal) - Fullycompliant with RP2 Performance Plan

2017 Terminal user charge €171.69 (nominal) - Fullycompliant with RP2 Performance Plan

Delay FullyCompliant

2017 actual ATFM delay was 0 minutes per flight,substantially below the target of 0.13 minutes

Environmental FullyCompliant

Combined target with UK of 3.27% inefficiency for en-routehorizontal flight efficiency. Actual for Ireland is 0% as FreeRoute Airspace is as efficient as it is possible to get

RP2 PERFORMAnCE UPDATE

The European Commission’s Single EuropeanSky performance scheme was developed to improve the financial and operationalefficiency of European airspace

2017 Performance vs RP2 Target


CUSTOMER FEEDBACk

“The IAA has maintained its high safetystandards and continued to provide verygood customer service” – Virgin Atlantic

“High level safety has been delivered bythe IAA over the past 12 months” – CityJet

“Improved efficiency of ATM services atDublin Airport while maintaining highsafety standards.” – ASL Airlines Ireland

“Continue to maintain and improve the highsafety and efficiency standards” – Jet2.com

“Do not let safety standards decline” – Virgin Atlantic

“We commend the professional andproactive approach taken by the IAA to ATMSafety which is demonstrated by its ICAOranking and by its Single European SkyEffectiveness of Safety Management(EoSM) score. Well done to all at the IAA forbeing ranked top in Europe by EASA and2nd in Europe by ICAO for Safety.” – Ryanair

“Value for money is good and this isimportant to us as an airline” – TUI Airways

SAFETySafety is the NUMBER 1 priority foreveryone in the aviation industry. OurCustomers recognise the high levels ofsafety throughout the IAA’s operation butreminded us that they expect us tocontinue to drive safety improvement andthat safety should always be the toppriority for all at the IAA.

vAlUE FOR MOnEyOur Customers said that they appreciateour low charges but they also made it clearto us that we must maintain our focus oncost control into the future. SomeCustomers argue that we should try harderand that charges should be even lower.

Thank you to all our Airline Customers who took time from theirbusy schedules to complete the 2018online independent survey forSchuman Associates

We welcome their comments and suggestions and can assure you that we willtake them on board as we work to ensure that IAA continues to deliver a safe,efficient and value for money ATM service in Irish controlled airspace and atDublin, Cork and Shannon Airports. Our Customer’s key messages from 2018,telling us what we do well and where we can improve, are shared below:


“Cost control has been delivered by the IAAover the past 12 months” - CityJet

“We get really good service in Irishairspace, and of course would like it to costless.” – Air Transat

“It has to be repeated again that thecomparatively low unit rate is a result of anaverage aircraft weight, which is twice ashigh as that of most European countries,and a very simple route structure with littleclimbing and descending traffic in Irishairspace. In other words, the low unit rateis not proof of a very efficient organisationor of above-average cost-saving efforts,but simply a logical result of lowcomplexity and high average aircraftweights.” – Lufthansa

“We do appreciate the received servicesand also the low unit rate. But you willadmit that the complexity of the IrishAirspace is comparatively low. This shouldalready lead to a lower average unit rate.The main trigger however is the averageweight factor in the Irish Airspace. Almostevery flight is a wide body Aircraftoverflying the North Atlantic. EuropeanTraffic to and from Ireland only operates inIrish Airspace for a few kilometres. IAA willreturn over Euro 14 Million to Customers in2019 through traffic risk sharing andadjustments for 2017. This was mainlyachieved through the fact that the trafficgrowth was significantly higher thanforecasted and not because of any realcost saving measures.” - Swiss

“Continue to focus on costs and thereforecharges” - Virgin Atlantic

“Keep focusing on cost creep” - Delta

We are disappointed by the IAA's increasein its ATC charges in 2019 particularly giventhe additional traffic Ryanair is deliveringto Ireland. We expect the IAA to control itscosts through innovative solutions tocontinue providing a safe and efficientservice.– Ryanair

“I find IAA really customer focused and willalways try and accommodate and helptheir customers especially with test flights”– Thos Cook Airways

“Separately discussed approach procedures(Point Merge) with ATC, feedback wasprovided in the excellent way. Perfectcooperation. Thanks” – Qatar Airways

“Operator - ATC engagement and face toface meetings to discuss operationalchallenges useful” – Norwegian

“Continues to look for improved efficiencies,both operationally and procedurally” – Emirates

“Keeping delay minutes low in terms of theaspects that are within the control of theANSP, e.g. ATC staffing and airspacemanagement is important to us. Well donein this regard.” – TUI Airways

“We have also received good service whenwe have used airports in Ireland fordiversion purposes”. – Virgin Atlantic

“We have now begun operating into SNNand DUB and have received time criticaloperational information and support foroperations improvement.” – UPS

“A consistently functioning fit for purposesystem has been delivered by the IAA overthe past 12 months” – CityJet

SERvICE DElIvERyOur Customers said they are very satisfiedwith the efficient En-Route service that IAAprovides in Irish controlled airspace andthey like that there is no delay. TerminalCustomers too, were largely happy but anumber expressed concerns about the levelof ground delays at Dublin Airport


“The system failure during the Fall of 2018leading to the shutdown of the CPDLCprocess is a concern. The actions taken, andcommunications outreach efforts wereexcellent… I realize that there arechallenges with the available ramp space,but Dublin needs a careful review for botharrival procedures and ground proceduresduring the morning arrivals. Extended on toin times have become the norm or at leastsufficiently frequent to be noticeable as atrend.” – American Airlines

“Aer Lingus operated 6 flights for the PapalVisit and needed consultation and co-operation from the IAA on many levels. Wewere supported throughout the operationby the IAA and they assisted us greatlywhen issues arose… Relationships betweenthe Ops Manager in the control tower,Darren Pollard, and Aer Lingus areexcellent, with every query promptlyanswered with excellent detail enabling usto deal with any issues in a timely manner.”– Aer Lingus

“Very good cooperation during technicalissue at the Shannon Air Traffic ControlCentre” – Air France

“Keep doing what you are doing.” – Air Transat

“From an operational perspective we arevery satisfied with the service provided” - Lufthansa

“Adverse weather briefings [have beenuseful]” – Austrian Airlines

“The IAA has helped us particularly with ourservice ability/check flights, which we arefinding increasing difficulty in being able tocarry these out in UK airspace. The co-operation from the IAA/Shannon ACC isoutstanding and we are very grateful forthis… We also find that our operations outof Belfast and the northern UK are alwayshandled in the most professional way andwe are always given the best possibleroutes within the FRA in Ireland… Continue

in the same vein as now as we suffer fromno significant delays” – Jet2.com

“Great delay performance – Punctuality”- Swiss

“Anything that can be done to reducedelays, either inbound or outbound of[Dublin] airport or when transiting throughyour airspace is very important to us. Forthe record we do not experience majordelays but none the less every minute wecan save is important” – Air Transat

“Free route system is best in Europe andbest in world.”- Atlas Air

“The expansion of FRA [free route airspace]has been a great help” – Delta

“IAA is the only provider that activelyworks with its users on innovation andsolutions. Their desire to provide a cost-effective solution is industry leading.” –UPS

“The IAA's belief in AIREON is also to becommended.” – American Airlines

“Free Route Airspace (FRA) [has beenuseful to our members]” – IATA

Free route airspace [is useful] - Swiss

“We recognise the IAA as having awillingness to adopt new technology ornew ways of working, while nevercompromising safety.” – Ryanair

InnOvATIOnOur Customers support the ongoinginnovation of ATM services by the IAA. Wecan assure them that we will continue toevolve our procedures with a focus onsafety and efficiency across the operationand introduce new technology where it candeliver value to all Stakeholders.


“Yearly meeting between IAA and QatarAirways was held in Doha. Operational,technical and safety aspects werediscussed. QR is utilizing Airspace handledby IAA for overflights (US flights) and dailyoperations to DUB. Thanks”– Qatar Airways

“Very impressed with the communicationwith the CPDLC outage [in October] - goodconcise, accurate information was shared.”– Air Canada

“SAS greatly appreciate IAA’s yearly visit toour headquarters. IAA shows an examplewe wish other ANSP would follow.” – SAS

“Excellent communications and customerservice.” – United Airlines

“Customer visits appreciated to ensure westill receive value for money, develop two-way communication and good to hear aboutthe safety aspect.” - TUI Airways

“The organisation is approachable andunderstands the importance of safe andefficient air traffic services to our N.Atlantic oceanic flights.” – Virgin Atlantic

“Their customer interfacing is excellent” - UPS

“Excellent customer service from DavidUsher who kept us regularly informed whenwe were faced with a zero-flow rate due toSNN radar going down on the 2nd October.We were constantly updated on thesituation giving us a clear overall picture ofdevelopments” – Aer Lingus

“With respect to customer service, it hasbeen excellent over the last years and isstill excellent so hence no change.” – Air Transat

“We have appreciated very much, theCustomer Briefing held by Mr. David Usher.It has been a very good occasion to realizethe changes in your organization and theopportunity for us. Well done.” - Alitalia

“The IAA customer service is excellent. DaveUsher is always contactable, helpful andresponsive.” – Ryanair

CUSTOMER SERvICEMany of our Customers told us that theybelieve IAA’s Customer Service to be one ofthe best in the industry. They recognise ourefforts to build and maintain an excellentworking relationship with their businesseson all levels.


WHAT IS IMPORTAnT TO OURAIRlInE CUSTOMERS?

The results tell us that the key areas ofconcern relate to the support of efficientaircraft operations. The IAA welcomes thisfeedback and will continue to work withour Customers to ensure we provideservices that best meet their needs.

Our Customers told us that EfficientAirspace is the most important of theitems to their Airline with 55% ranking itas top priority. In second place was LowLevels of Delay with 26% and OperationalResilience was third with 19% ranking itNumber 1.

While Low User Charges and CustomerRelationship were important to theirbusinesses, none of our Customers thatcompleted the survey ranked them Number 1.

Irish En-Route airspace is some of the mostefficient airspace in Europe. Our Free Routeconcept of operations allows our CustomerAirlines to fly the optimum routing for theiraircraft on any given day through IrishAirspace. We will continue to work with allstakeholders to drive further efficiencywhere possible.

Levels of delay in Irish Airspace within thecontrol of the IAA, have historically beenextremely low. In 2018, 2,615 minutes ofdelay were caused by two, unrelated systemfailures and 59 minutes by demand whichexceeded the capacity of the airspacearound Dublin Airport. In the case of thesystem problems, they were quicklyresolved, and we are working with themanufacturer and partners to enhance itsrobustness. A further 26,250 minutes ofdelay resulted from bad weather and lack ofaerodrome capacity. Where possible, ourTeam at Dublin Air Traffic Control Centre areworking with the various stakeholders tominimise these delays.

Operational resilience is also very importantto our Customers and we aim to enhance ourresilience and contingency capabilities overthe coming years to ensure that theysupport our Customers’ needs. An exampleof this is our intention to commission a thirdradar at Dublin to provide enhanced backupto support increasing traffic levels at theairport. We will also complete our En-Routecontingency centre at Ballygirreen, Co. Clare.

The 2018 independent survey asked

our Customers to help us understand,

what mattered most to their airlines,

by ranking five service delivery items

in order of importance


This will provide a full suite ofcommunications and ATM systems that areindependent from our Shannon Centre.During 2019, we will also work with ourCustomers to ensure they understand andare comfortable with the level ofcontingency across our Operations.

We are also aware that cost control iscritically important to our Airline Customersand we can assure them that the IAA willcontinue to provide excellent value for

money by providing safe and efficient ATMservices at some of the lowest user chargesin Europe.

We believe that a good working relationshipbetween the IAA and our Customers is alsoimportant. Our Customer Care programmewill continue to support these relationshipsand we will maintain and enhance wherenecessary, the day to day interface betweenour Customers and our front-line OperationsTeams.

Low User ChargesLow Delay

Efficient Airspace

Customer Relationship

Operational Resilience

Efficient Airspace

Low Delay

Operational Resilience

Low User Charges

Customer Relationship

WE ASKED OURCUSTOMERS TO SELECT

WHICH FEATURE ISMOST IMPORTANT TO

THEIR BUSINESS?

THIS IS THEOVERALL ORDEROF IMPORTANCE

THAT WASSELECTED

12345

LLL

LLLL

EEEE

CCCC

OOO

EEE

LLLLL

OOOO

LLLL

CCC

What’s most important toyour business?

EXTREMELY SAFEVERY SAFE

SAFEADEQUATE

UNSAFE

GREATLY IMPROVEDIMPROVEDUNCHANGED

DISIMPROVEDGREATLY DISIMPROVED

SAFETY

RANK CHANGE

45.7%48.6%

5.7%0.0%0.0%

5.7%40.0%

54.3%0.0%0.0%

EXCELLENTVERY GOOD

GOODADEQUATE

POOR

GREATLY IMPROVEDIMPROVED

UNCHANGEDDISIMPROVED

GREATLY DISIMPROVED

value for money

RANK CHANGE

8.6%51.4%

31.4%8.6%

0.0%

0.0%22.9%

74.3%2.8%0.0%

oorr

N N

EXCELLENTVERY GOOD

GOODADEQUATE

POOR



GREATLY DISIMPROVED

service delivery

RANK CHANGE

42.9%54.3%

2.8%0.0%0.0%

2.9%31.4%

60.0%5.7%

0.0%

dd


Customer Scores by Category


EXCELLENTVERY GOOD

GOODADEQUATE

POOR



GREATLY DISIMPROVED

Innovation

RANK CHANGE

28.6%48.6%

20.0%2.8%

0.0%

2.9%37.1%

60.0%0.0%0.0%

iioo

EXCELLENTVERY GOOD

GOODADEQUATE

POOR



GREATLY DISIMPROVED

customer service

RANK CHANGE

65.7%31.4%

2.9%0.0%0.0%

2.9%37.1%

60.0%0.0%0.0%

rr

OverallCustomer

Satisfaction

in 2018

n




2018 Customer Care

survey resultsChange from 2017

Overall

Customer

Satisfaction

SAFETY

VALUE FOR MONEY

SERVICE DELIVERY

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Poor

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2018 Customer Care


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Customer

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SAFETY

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SAFETY

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SAFETY

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Good

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SAFETY

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Customer

Satisfaction

SAFETY

VALUE FOR MONEY

SERVICE DELIVERY

INNOVATION

CUSTOMER SERVICE

Poor

Adeq

uate

Good

Very

Goo

d

Exce

llent

SAFETY

VALUE FOR MONEY

SERVICE DELIVERY

INNOVATION

CUSTOMER SERVICE

Grea

tly D

isim

prov

ed

Disim

prov

ed

Unch

ange

d

Impr

oved

Grea

tly Im

prov

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95%



2018 Customer Care


Overall

Customer

Satisfaction

SAFETY

VALUE FOR MONEY

SERVICE DELIVERY

INNOVATION

CUSTOMER SERVICE

Poor

Adeq

uate

Good

Very

Goo

d

Exce

llent

SAFETY

VALUE FOR MONEY

SERVICE DELIVERY

INNOVATION

CUSTOMER SERVICE

Grea

tly D

isim

prov

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Disim

prov

ed

Unch

ange

d

Impr

oved

Grea

tly Im

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85%

2018 Customer Care


Overall

Customer

Satisfaction

SAFETY

VALUE FOR MONEY

SERVICE DELIVERY

INNOVATION

CUSTOMER SERVICE

Poor

Adeq

uate

Good

Very

Goo

d

Exce

llent

SAFETY

VALUE FOR MONEY

SERVICE DELIVERY

INNOVATION

CUSTOMER SERVICE

Grea

tly D

isim

prov

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Disim

prov

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Unch

ange

d

Impr

oved

Grea

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91%



2018 Customer Care


Overall

Customer

Satisfaction

SAFETY

VALUE FOR MONEY

SERVICE DELIVERY

INNOVATION

CUSTOMER SERVICE

Poor

Adeq

uate

Good

Very

Goo

d

Exce

llent

SAFETY

VALUE FOR MONEY

SERVICE DELIVERY

INNOVATION

CUSTOMER SERVICE

Grea

tly D

isim

prov

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Disim

prov

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Unch

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d

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Grea

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100%

2018 Customer Care


Overall

Customer

Satisfaction

SAFETY

VALUE FOR MONEY

SERVICE DELIVERY

INNOVATION

CUSTOMER SERVICE

Poor

Adeq

uate

Good

Very

Goo

d

Exce

llent

SAFETY

VALUE FOR MONEY

SERVICE DELIVERY

INNOVATION

CUSTOMER SERVICE

Grea

tly D

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Disim

prov

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Unch

ange

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Grea

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95%



2018 Customer Care


Overall

Customer

Satisfaction

SAFETY

VALUE FOR MONEY

SERVICE DELIVERY

INNOVATION

CUSTOMER SERVICE

Poor

Adeq

uate

Good

Very

Goo

d

Exce

llent

SAFETY

VALUE FOR MONEY

SERVICE DELIVERY

INNOVATION

CUSTOMER SERVICE

Grea

tly D

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89%


Our Top 50 Customers


ACC Air Traffic Control Centre

A-CDM Airport Collaborative Decision Making

ADS-BAutomatic Dependent Surveillance - Broadcast (a surveillance technologywhere an aircraft determines its position via satellite navigation andperiodically broadcasts it, allowing itself to be tracked)

ANSP Air Navigation Service Provider

ATC Air Traffic Control

ATM Air Traffic Management

COOPANS IAA's Air Traffic Control Computer System

CRM Customer Relationship Management

FANS An onboard avionics system which provides direct data link communicationbetween the pilot and the air traffic controller.

FIRFlight Information Region (airspace is divided into FIRs, each managed byservice provider that is responsible for the provision of air traffic services toaircraft flying within it)

HF High Frequency (radio communications - long distance)

IAA Irish Aviation Authority

ILS Instrument Landing System

IP Internet Protocol (a methodology for the delivery of voice communications andmultimedia sessions over Internet Protocol networks, such as the Internet)

IRVR Instrument Runway Visual Range (measures horizontal visibility on a runway)

NOTA Northern Oceanic Transition Area

RP2 Reference Period 2 (2015 - 2019)

SESAR Single European Sky ATM Research

SHANWICK Oceanic Airspace for Eastern North Atlantic

SOTA Shannon Oceanic Transition Area

TANGO North - South routes through NAT Oceanic airpsace from Ireland / UK to Spain / Portugal / Canary Islands.

UIR Upper Information Region (FIR in Upper Airspace above 24,500 feet)

VCS Voice Communications System

VHF Very High Frequency (radio communications - short distance)

GlOSSARyGlOSSARy

Irish Aviation AuthorityThe Times Building, 11-12 D’Olier Street, Dublin 2, Rep. of Ireland.Tel: +353 (0)1 671 8655 Fax: +353 (0)1 679 2934 Webl: www.iaa.ie

Designe

d by

Brady

grap

hicd

esign@

eircom

.net · Su

pplemen

tary pho

tograp

hy by Joac

him Koitsalu

2018 · iaa customer care report › ... › iaa-customer-care-report-12-02-19.pdf · 2018 · iaa...

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