WRITTEN BY DAEMON SANDS The construction of the new passenger terminal at GRU International is currently at peak with 8000 labourers on site working 24/7 and geared towards increasing operational capacity in time for the FIFA 2014 Soccer World Cup Games. However the story of GRU is not in their preparation for the soccer games but rather a focus inwards at the company and their ambitions for the future. We spoke with Bongiwe Pityi operations director about this. WIDENING THE DOORS TO BRAZIL
Transcript
WRITTEN BY DAEMON SANDS
The construction of the new passenger terminal at GRU International is currently at peak with 8000 labourers on site working 24/7 and geared
towards increasing operational capacity in time for the FIFA 2014 Soccer World Cup Games.
However the story of GRU is not in their preparation for the soccer
games but rather a focus inwards at the company and their ambitions for the future. We spoke with Bongiwe Pityi operations director about this.
WIDENING THE DOORS
TO BRAZIL
At the start of the Concession Company, the focus was on
meeting the regulatory authority’s specific contractual
documentation that had to be submitted. This included a
three stage phase to ensure the smooth transition of handing over
control which includes a period of observation, a period of supported
management and then a complete management and operational hand
over.
Initially GRU Airports focus was on improving the airport facilities
and the service levels to customers as well as carrying out route
analysis using origin and destination data and developing strategies
to grow passenger and cargo revenues as well as revenue from our
commercial portfolio.
With a staff compliment of approximately 1500 GRU is well
remunerated in relation to the market and also qualifies for a
performance bonus which is dependent on the company achieving
its goals. The organisation is young and whilst a significant amount
of training has been done, it was focussed on regulatory training and
now there is a shift to soft skills training to equip our leadership teams
with the appropriate skills to lead and motivate teams required for a
high performance culture organisation.
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“GRU International was founded, at an auction on the 06 February 2012,” Bongiwe explains, “The concessionaire, comprising of Invepar and ACSA won the concession to administer Guarulhos International Airport for a period of twenty years. The contract was signed on the 11 July 2012 and this marks the effective date of commencement of the concession period.”
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“In 2013 the airport processed 36 million passengers and 280 000
aircraft movements,” Bongiwe tells us, reflecting on the operations of
last year, “Domestic makes up 75% and international and regional
25% of the total passengers processed through the airport and the
average movement per day is about 770. At the airport itself there
are approximately thirty five thousand people working at the airport.”
GRU has two close parallel runways and three terminal buildings
totalling 180 000 square meters and has 61 multi-configured aircraft
parking stands.
“Our Customer Service Levels is an integral part of the concession
contract and as such we have a two-fold approach to dealing with
passenger satisfaction,” Bongiwe says, “Firstly an independent survey
is done in line with the survey done by ACI, where customers rate our
service and secondly a complaints and compliments facility exists at
all our customer service desks where a passenger can at any time give
us feedback on the service experienced.”
Once done, a formal response is given to the passenger by the
customer services department and both the results from the survey
as well as the complaints and compliments are used to guide their
priorities and customer service strategy.
2014Prior to the decision taken
by the Brazilian government
to semi privatize some of their
airports, the government owned
Airports Company (Infraero) was
entrusted with the responsibility
to manage well over 70 airports
in Brazil.
“The run up to the Soccer
World Cup in 2014 brought focus
on service levels with airports
in South America experiencing
double digit growth,” Bongiwe
mentions, “We are currently
undertaking four developmental
projects, with one of these
already complete and brought
into operation. Including a new
passenger terminal building,
a multi-storey parkade and a
terminal retrofitting and upgrade
of passenger terminal buildings 1
and 2.”
One of the bid requirements
was the construction of a new
passenger terminal building
to handle a heavier flow of
passengers and the new
concession equity partners have
embarked on a major expansion
capital program in order to
accommodate the organic
growth in passenger traffic and
cargo volumes going through
GRU International Airport in
Guarulhos, regarded as one
of the major airports in South
America and the biggest port of
entry.
“The airport currently has
3 main passenger terminal
THE WORLD’S SPORTS FANS ARE HEADING
OUR WAY.
WE’LL ENSURE GRU AIRPORT GIVES THEM A WORLD CLASS
WELCOME.
Paul HougHtonPresident AmericAs sitA
together, Guarulhos international Airport and sitA are bringing the intelligent Airport to life in readiness to receive the thousands of fans attending the 2014 FiFA World cup and the 2016 Olympic Games.
FOr mOre inFOrmAtiOn, visit WWW.sita.aERo/togEtHER
luiz RitzmannciO GrU AirPOrt
GRU INTERNATIONAL AIRPORT
buildings and a cargo terminal,” she says, “On completion of the one
currently under construction, there will be four terminals at GRU.”
The new state of the art terminal has a design capacity to handle
12 million passengers per annum. Once operational it will be the home
for all the 25 international carriers operating out of GRU Airport. The
level of service framework will be the IATA Level C. Our commitment
to our customers will be a good level of service, conditions of stable
flow, acceptable delays and good levels of comfort.
The airport is currently operating above its design capacity and
processing 36 million passengers per annum. This development work
is geared at increasing passenger, baggage and aircraft processing
capacity. GRU Airport is one of the busiest in South America is
currently operating and regarded as the main port of entry into South
America.
“The construction of a new five level parking garage and the first
of its kind at GRU commenced in November 2012,” she tells us, “It
has a parking capacity for 2 600 vehicles and is situated opposite the
new main passenger terminal building currently under construction.
Passenger convenience has been factored in its design and there are
self-service check in kiosks (CUSS) which offer the passengers the
option to avoid being caught up in queues at the traditional check in
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counters.”
GRU Airport was open for commercial
operations in 1985 with minimal improvements
made since that time. The retro fit project will see
improvements made to a number of the areas,
including enlarged entrances, increased check
capacity including self-check-in kiosks, self-bag
drop zones and additional space for passenger
circulation and queuing areas from check in to
boarding and from arrivals to curbside
These changes will have a significant effect
on improving the flow of passengers and
reducing laborious queuing and waiting.
“The retrofit of passenger terminal buildings
1 & 2, currently in operation, will increase
operational capacity from 13 million passengers
per annum to 17 million passengers per annum
and further increase the level of comfort for the
passenger. The parking garage offers passengers
the choice of leaving vehicles in a facility that
protects them from the elements of the weather.
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segunda-feira, 24 de fevereiro de 2014 10:33:20
GRU INTERNATIONAL AIRPORT
The ease of connection for internationally bound passengers makes
the parking garage convenient.”
“In the future a hotel will be built alongside the parking garage.
For people arriving to our shores for the first time we want to be a
