Speaking to over 180 representatives from airports, concessionaires and brands who are attending this year’s ACI Airport Business and Trinity Forum, ACI World Director General Angela Gittens called on airports and their commercial business partners to work closely together to achieve twin goals of customer service excellence and revenue diversification.

Gittens said, “Because airports subsidize airline operations to maintain the safety and security of their facilities, they have turned increasingly to expanding revenue from commercial activities. They are vital resources for airport development and our partners in building customer satisfaction and loyalty. That is why this annual business conference has become so important to our retailers and to the brands they bring to airports. The high level of participation reflects the immediacy of the current external pressures affecting the whole travel chain and the recognition that this forum provides a truly unique opportunity to enhance the “trinity” relationship.”

A joint venture between Airports Council International (ACI) and ‘The Moodie Report,’ the conference is being hosted by CAM - Macau International Airport Company Limited. The two-day programme focuses on new ideas and innovative solutions that help bridge economic volatility and build stable financial revenue streams. This open dialogue and mutual understanding ultimately delivers greater benefit to the consumer. 

Gittens reviewed key priorities and business drivers that shape airport business development. “Four cornerstones of service constitute our day-to-day priorities: safety and security, economic vitality, environmental responsibility and customer service excellence. In a downturn, we can’t maintain half a runway or interrupt construction that is underway. Facilities and staffing do not drop even if traffic drops noticeably.

“We have a corporate responsibility to ensure cost-efficient operations, making wise investments in facilities, equipment and training for personnel. ACI forecasts, recently revised in light of the economic downturn, indicate that growth and future expansion have been delayed, but not removed. So capacity and building for the future remain a key concern. In June and July airports reported the first signs of traffic stabilisation in developing markets such as China, the Middle East and Latin America.

“As responsible airport business managers, it is our job to diversify wisely and build up a robust business model that can weather tough times. Our communities count on us for long-term management perspicacity, not just short term crisis problem solving. The increasingly entrepreneurial approach of today’s airports and close collaboration with our commercial partners underpins a stable business model that is good for us and good for the communities we serve.”