HOW THE WORLD WILL TRAVELEXPLORING THE CULTURAL ASPECTS OF PASSENGER FACILITATION

JUSTIN WASTNAGE - DIRECTOR, AVIATION POLICY

Airports of the Future Final Showcase. Brisbane, 20 August 2013

Tourism & Transport Forum

• Tourism & Transport Forum (TTF) is a national, member-funded CEO forum, advocating the public policy interests of leading organisations in Australian tourism, transport and aviation

TTF and AotF

• Founding member of the STCRC – now defunct • TTF formed strategic research alliances with a number of key

universities including University of Queensland, Victoria University and Queensland University of Technology

• Partner of QUT on Airports of the Future project since 2009

• Find legislative pathways for technological solutions

TTF’s advocacy role

• Get government out of the wayor

• Get government involved

• Fundamentally, win the argument• Build economic case• Build relationships• Use the media• Rally industry• Play politics

TTF’s interest in passenger facilitation

• Federal government committees• National Passenger Facilitation Committee• Tourism Access Working Group• Tourism Visa Advisory Group

• Streamlining trans-Tasman border formalities• Automate outbound controls• Introduce NZ Arrivals lane • Lightweight CIQ model

Factors grinding away at pax facil

PESTLE• Political – Air liberalisation creates greater demand• Economic – Growth in emerging economies in Asia• Social – Changing traveller demographics• Technological – Automation of current border formalities• Legislative – Global interoperability standards• Environmental – Sustainability of airports

Australia’s shifting tourism market

Impact of Asian Century on pax facil

• VIP processing • In-flight immigration

Changing expectations

International travellers want….• More efficient check-in and

baggage drop (72%) *• More self-service kiosks (28%)• Overall terminal ambience (39%)

*Source: Amadeus – Reinventing the Airport Ecosystem, 2012

Responding to passengers

The personal touch• Baggage porters for families• Lounges for business travellers• Interpreters for international visitors• Sustained funding for frontline Customs staff

Guest assistance

• Fast track through immigration and language support

Demographics

Ageing travellers

• Wheelchair assist • Luxury shopping

Airport security

• ICAO global standards – not in Australia

How to annoy arriving visitors

• The 100mL rule • The 50 cigarettes rule

How to annoy departing visitors

• Three ways to shop GST-free

Thank you

Justin Wastnage | Director, Aviation PolicyTourism & Transport Forum | www.ttf.org.au

mail PO Box R1804, Royal Exchange NSW 1225 address 8th Floor, 8-10 Loftus Street, Sydney, NSW 2000 direct +61 2 9240 2034 fax +61 2 9240 2020 mobile +61 410 219 131 email jwastnage@ttf.org.au