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Trends in Flight Operations
Future HCC vs. OCC
Amsterdam –21st May 2008
m2p Consulting
www.m2p.net Europe (Frankfurt/M) New York (USA) Middle East (Dubai) www.m2p.net
2 AGIFORS Airline Operations 2008 –AmsterdamTrends in Flight Operations –Future HCC vs. OCC May 08
1
2 Developments, Drivers & Future Challenges
Hub vs. Ops Control –An Introduction
3 Best Practice Concepts –An Outlook
3 AGIFORS Airline Operations 2008 –AmsterdamTrends in Flight Operations –Future HCC vs. OCC May 08
Both Hub and Ops Control are responsible for the AirlineOperation within the agreed Business Objectives
Airline Flight Planning Process and Business Objectives
6 months 28 days 3 days
Flight Planning
CommercialPlanning
OperationalPlanning
Operations /Production
TacticalPlanning
ProfitabilityRegularity Punctuality Safety
Airlines Profitability is driven by operations which can produce the plan with a minimum ofchanges
BusinessObjectives
Airline OperationOps & Hub Control
4 AGIFORS Airline Operations 2008 –AmsterdamTrends in Flight Operations –Future HCC vs. OCC May 08
In general the passenger journey is handled seperatlyfrom the aircraft rotation
Customerboarded
Customerseated
Customerboarded
Customerseated
CheckIn
Customerboarded
Customerseated
CheckIn
Load
Depart
Flight
Arrive
Unload
The customer journey (typically controlled by Airline Passenger Services)
Aircraft
Load
Depart
Flight
Arrive
Unload
Aircraft
CheckIn
The traffic flow (controlled by Airline Operations Control)
A B C
Customer vs. Aircraft Journey
5 AGIFORS Airline Operations 2008 –AmsterdamTrends in Flight Operations –Future HCC vs. OCC May 08
Independent from the airline network structure OpsControl responsibility is to supervice the network traffic
Point to PointPoint to Point
Airline Network Types
Hub and SpokeHub and Spoke Multi HubMulti Hub
Hub
F
A
D
G
E
B
G
F
E
DC
B
H
K
I
N
O
C
Hub1
E
A
G
F
D
B
C
Hub2
HIJ
6 AGIFORS Airline Operations 2008 –AmsterdamTrends in Flight Operations –Future HCC vs. OCC May 08
The central responsibility of Hub Control is the efficientpassenger and baggage management
Hub Control / Main Task & Handling Processes
Inbound Outbound
Pax Transfer Management
Bag Transfer Management
A/C / Ramp Management
TouchDown
OnBlock
OffBlock
Airborne
AirAir
Inbound Outbound
Position
RunTaxiway
Position
RunTaxiway
Aircraft Handling
The responsibilities of HCC include tasks in the area of planning, control and support functionsfor other areas
7 AGIFORS Airline Operations 2008 –AmsterdamTrends in Flight Operations –Future HCC vs. OCC May 08
Operations Controls focus is on irregularity managementbefore departure and during flight
AirAir
Position
RunTaxiway
Position
RunTaxiway
Departure
InFlight
Arrival
OffBlock
OnBlock
Airborne
TouchDown
Delay
EQT
ACH / VCH
CXX
Ops Control / Key Processes
Turn AroundDiversion / Rerouting
The responsibilities of OCC include tasks in the area of centralized management of all networkoperations, monitoring & predicting irregularities, execution of recovery plans, etc.
8 AGIFORS Airline Operations 2008 –AmsterdamTrends in Flight Operations –Future HCC vs. OCC May 08
The turnaround of an aircraft is the result of a number oflandside and airside processes
CrewTransport
CrewTransport
Gate / BayAssignmentGate / Bay
Assignment
RampServicesRamp
Services
BaggageLoadingBaggageLoadingFuellingFuelling
CateringCatering
CleaningCleaning
AircraftAssignment
AircraftAssignment
FlightDispatch
FlightDispatch
BoardingBoarding
CrewBriefingCrew
Briefing
CheckinCheckin
CargoLoadingCargo
Loading
EK Outbound
Outbound Flight
Airside ProcessesLandside
Overview Turnaround Processes
Inbound Flight
9 AGIFORS Airline Operations 2008 –AmsterdamTrends in Flight Operations –Future HCC vs. OCC May 08
During an aircraft turnaround Ops Control has to interactwith Hub Control
AirlineNetworkControl
AirlineHub / Station
Services
GroundHandlerServices
Inbound Flight
Turnaround
Outbound Flight
Processes
AirportMovement
Control
• OpsController• CrewController• Dispatcher• … .
Overview Process Owners & Stakeholders
• Flight Supervisor• Load Controller• … .
• Gate Assigner• Movement Controller• …
• Ramp Agent• Aircraft Cleaner• … .
10 AGIFORS Airline Operations 2008 –AmsterdamTrends in Flight Operations –Future HCC vs. OCC May 08
The Hub Control Center’s structure consists of 12 keyfunctions and consist of defined scope
GateAllocation
Cargo
Fueling/Cleaning
Maintenance
Catering
AirportServices
YieldManagement
CommercialPlanning
TransferManagement
Hub Control Control Center
HubControlCenter
GroundHandler
CheckIn /Gate Agent
DeIcingHandle all onground aircraftssecurely and in time, as well astransport the passengers and theirluggage as requested. This includescontrolling and scheduling functionsas well as support functions, whichserves as a basis for other areas.
Make allowances for the traffic growthand to compensate for limitations inthe infrastructure
Manage all TARMAC / APRON trafficand optimisation of all groundprocesses
Prompt and active controlling of A/Cturnaround processes throughcustomer oriented, efficient and timelycommunication
11 AGIFORS Airline Operations 2008 –AmsterdamTrends in Flight Operations –Future HCC vs. OCC May 08
Operations Control Center (OCC) consist of multiplestakeholders with a welldefined scope
CrewControl
FlightDispatch
OperationsControl
MaintenanceControl
CargoControl
AirportServices
YieldManagement
CommercialPlanning
JourneyManagement
Integrated Operations Control Center
OperationsControl
Centrally manage all operations ofaircraft, cargo, crews and across theentire network
Close collaboration with Maintenance &Hub Control to ensure A/C availability toproduce the Flight Schedule
Predict, and monitor potential flight &ground irregularities
Implement crew, fleet and passengerrecovery plans when needed
Return the airline’s flight schedule to anontime state as quickly and efficientlyas possible following major disruptionswhich occur
12 AGIFORS Airline Operations 2008 –AmsterdamTrends in Flight Operations –Future HCC vs. OCC May 08
With respect to the number of delays / cancellationdifferent modes of operation are defined
Incident /Accident
3
Major Thread
4
Disruption
2
ScheduledOperation
1
Operations Control Processes
P1 P2 Px
Mode of Operation & Responsibilities
• Operation is within normal bandwidth or disruptedbecause of major irregularities
• Scope of decisions are within Operations Control• Line organisation is responsible for decisions
• Any incident / accident or major thread for the company(Staff, Customer, etc.)
• Scope of decisions are mainly outside Ops Control• Dedicated management team (Crisis Team) is responsible
for decisions
Line Management Crisis Management
13 AGIFORS Airline Operations 2008 –AmsterdamTrends in Flight Operations –Future HCC vs. OCC May 08
1
2 Developments, Drivers & Future Challenges
Hub vs. Ops Control –An Introduction
3 Best Practice Concepts –An Outlook
14 AGIFORS Airline Operations 2008 –AmsterdamTrends in Flight Operations –Future HCC vs. OCC May 08
Over recent years, the European aviation market has witnessed rapidgrowth in the # of ‘Available Seat Kilometers’
• Within 10 years the total number of‘available seat kilometers’allocatedin Europe has tripled
• Through this sharp increase inASK’s, the number of flights to bemanaged within Europe’s airportshas increased significantly
Airline Indicator “Traffic Growth”
Comments / ConstraintsTraffic Growth within Europe
0
50000
100000
150000
200000
250000
'81 '83 '85 '87 '89 '91 '93 '95 '97 '99 '01 '03
Year
Kilo
met
ers
RPKASK
15 AGIFORS Airline Operations 2008 –AmsterdamTrends in Flight Operations –Future HCC vs. OCC May 08
European airlines have witnessed a significant increase in PassengerRevenue related to this increase in ASK’s as well
• During the last 14 years Europeanairlines have witnessed a significantincrease in Passenger Revenue
• Cargo revenue, however, has seenneither any major increases nordecreases in revenue
• As Passenger demand is driving themajority of increased flight demand,greater focus and investment shouldbe placed into the management ofPassengers
Performance Indicator “Revenue Growth”
Comments / ConstraintsRevenue Development in Europe
0
5.000
10.000
15.000
20.000
25.000
1991 1993 1995 1997 1999 2001 2003
Year
Revn
ue U
S$
(in 1
.000
's)
Pax US$cargoTotal US$
16 AGIFORS Airline Operations 2008 –AmsterdamTrends in Flight Operations –Future HCC vs. OCC May 08
Airlines, however, are facing continuously diminishingyields
• For some time both Passenger andFreight yields have beencontinuously decreasing
• Since 1991, total yields havedecreased by approximately 35%
Performance Indicator “Yield Growth”
Comments / ConstraintsYield Development in Europe
0
50
100
150
200
250
1991 1992 1993 1994 1995 1996 1997 1998 1999 2000 2001 2002 2003 2004
Year
US
cent
Total YieldsPax YieldsFreight/Cargo
17 AGIFORS Airline Operations 2008 –AmsterdamTrends in Flight Operations –Future HCC vs. OCC May 08
The % of flights delayed across Europe’s major hubs hasbeen steadily increasing
Performance Indicator “OnTime Performance”
Comments / ConstraintsDevelopment of % of Flights Delayed within Europe
• Between 2005 and 2007 virtually allmajor hubs saw significant increasesin the number of delays
• Virtually all major European airportshave seen significant fluctuations inthe percentage of flights incurringdelays
0,00
10,00
20,00
30,00
40,00
50,00
60,00
1999 2000 2001 2002 2003 2004 2005 2006 2007
MadridRomeMunichParis CDGFrankfurtZurichAmsterdamLondon HeathrowAverage
18 AGIFORS Airline Operations 2008 –AmsterdamTrends in Flight Operations –Future HCC vs. OCC May 08
The effect weather has played on the frequency of delayshas been significantly controlled as of late
• Weather serves as an unavoidableobstacle but advances in recoveryplan preparation and immediateexecution have begun to dampen theharsh influence once seen fromweather on delays
Performance Indicator “OnTime Performance”
Comments / Constraints% of Flights facing Weather Delays
2,0
0,0
2,0
4,0
6,0
8,0
10,0
12,0
14,0
16,0
18,0
1999 2000 2001 2002 2003 2004 2005 2006 2007
MadridRomeMunichParis CDGFrankfurtZurichAmsterdamLondon HeathrowAverage
19 AGIFORS Airline Operations 2008 –AmsterdamTrends in Flight Operations –Future HCC vs. OCC May 08
Delays resulting from the inefficient handling of aircraftand passenger / cargo loads are increasing
• Madrid has had the highest variationin the percentage of delays occurringdue to items within the control ofFlight Operations
Performance Indicator “Ontime Performance”
Comments / Constraints% of Flights facing Delays from Inefficiencies in Flight Operations
0,0
1,0
2,0
3,0
4,0
5,0
6,0
7,0
8,0
9,0
10,0
1999 2000 2001 2002 2003 2004 2005 2006 2007
MadridRomeMunichParis CDGFrankfurtZurichAmsterdamLondon HeathrowAverage
20 AGIFORS Airline Operations 2008 –AmsterdamTrends in Flight Operations –Future HCC vs. OCC May 08
Delays are increasingly being attributed to late arrivingaircraft requiring improvements in delay management
• Approximately 1/3rd of all flightdelays are resulting from precedingdelays as of the past few years
Performance Indicator “Ontime Performance”
Comments / Constraints% of Flights facing Delays due to Late Arriving Aircraft
0,0
2,0
4,0
6,0
8,0
10,0
12,0
14,0
16,0
18,0
1999 2000 2001 2002 2003 2004 2005 2006 2007
MadridRomeMunichParis CDGFrankfurtZurichAmsterdamLondon HeathrowAverage
21 AGIFORS Airline Operations 2008 –AmsterdamTrends in Flight Operations –Future HCC vs. OCC May 08
Delays resulting from the failures in the maintenance ofequipment are again increasing
• During the years, Maintenance’sability to avoid causing delays hasbeen quite variable
• As of the last year, Maintenanceefficiency was down accounting for a12% increase in delays responsiblefor
Performance Indicator “Ontime Performance”
Comments / Constraints% of Flights facing Delays due to Equipment Maintenance Failures
1,0
0,0
1,0
2,0
3,0
4,0
5,0
6,0
1999 2000 2001 2002 2003 2004 2005 2006 2007
MadridRomeMunichParis CDGFrankfurtZurichAmsterdamLondon HeathrowAverage
22 AGIFORS Airline Operations 2008 –AmsterdamTrends in Flight Operations –Future HCC vs. OCC May 08
Delays resulting from Air Traffic Control’s (ATC) management ofairport operations have been significant and rising rapidly
• During the years the operationalburden that ATC has placed onairlines in Europe’s major hubs hasfluctuated greatly
• Within the last year ATC has beenone of the largest causes foroperational delays
• With such high exponential growth inATC delays at all of Europe’s majorhubs, better management of Hubs isrequired
Performance Indicator “Ontime Performance”
Comments / Constraints% of Flights facing Delays due to ATC
0,0
2,0
4,0
6,0
8,0
10,0
12,0
14,0
16,0
18,0
20,0
1999 2000 2001 2002 2003 2004 2005 2006 2007
MadridRomeMunichParis CDGFrankfurtZurichAmsterdamLondon HeathrowAverage
23 AGIFORS Airline Operations 2008 –AmsterdamTrends in Flight Operations –Future HCC vs. OCC May 08
Change in Rank of Airport in Terms of IFR Departures
•Rankings are based on IFRdepartures –standing in terms ofpassengers would look significantlydifferent
•Two dynamics influence theshuffling of airport rankings:airport capacity and stronger growthin Eastern Europe
•Strong traffic growth as well assolid national economic growthcontribute to Prague, Dublin,Budapest and Warsaw advancingsharply in the rankings
Airport Ranking / Gradual Shift Eastwards
CommentsBusiness as Usual2025
Business as Usual2025Actual 2005Actual 2005 Globalisation/Rapid Growth
2025Globalisation/Rapid Growth
2025
FrankfurtParis CDG
MadridAmsterdam
MunichLondon Heathrow
BarcelonaRome
PragueVienna
CopenhagenDublin
ManchesterWarsaw
BudapestZurich
StockholmLondon StanstedMilan MalpensaAthinai E. Veniz
BrusselsPalma de Mallorca
HelsinkiAntalya
Oslo
11201300
1722123
182253345811196
Paris CDGFrankfurtMadrid
AmsterdamLondon Heathrow
MunichBarcelona
RomeCopenhagen
PragueVienna
BudapestMilan Malpensa
ZurichStockholm
DublinLondon Stansted
BrusselsManchester
WarsawHelsinki
Athinai E. VenizPalma de Mallorca
OsloParis Orly
0020200001612523184531213058
12345678910111213141516171819202122232425
Paris CDGFrankfurt
London HeathrowAmsterdam
MadridMunich
BarcelonaRome
CopenhagenLondon Gatwick
ZurichVienna
BrusselsStockholm
Milan MalpensaManchesterParis OrlyIstanbul
OsloDusseldorf
London StanstedHelsinki
Palma de MallorcaDublin
Athinai E. Veniz*Datasource: EUROCONTROL LongTerm Forecast
IFR Flight Movements 20062025
24 AGIFORS Airline Operations 2008 –AmsterdamTrends in Flight Operations –Future HCC vs. OCC May 08
In the future some major challenges for airlines will include enhancingpunctuality, passenger connections and smooth & efficient operations
Enhance punctuality, improve passenger connection at airline hubs and ensure smooth /efficient operations
Integrate the Hub and Operations Control of the airline to manage disruptions / delaysand provide efficient passenger reaccommodation and aircraft / crew recovery
Ensure complete system coverage over an airline’s entire route network of international,domestic, LCC and Cargo flights
Employ systems / processes that ensure continuous liaison between the IT systems /personnel managing reservations, revenue management, scheduling, sales & marketingengineering and operations so to allocate appropriately range aircraft to routes consistentwith fluctuating demand
Optimize aircraft and related resource utilization with appropriate interfaces between theresource allocation systems and commercial and financial functions
Future Challenges of an Airline
25 AGIFORS Airline Operations 2008 –AmsterdamTrends in Flight Operations –Future HCC vs. OCC May 08
1
2 Development, Drivers & Future Challenges
Hub vs. Ops Control –An Introduction
3 Best Practice Concepts –An Outlook
26 AGIFORS Airline Operations 2008 –AmsterdamTrends in Flight Operations –Future HCC vs. OCC May 08
As decision making shifts from OCC’s to HCC’s, the question is howairlines can best align their organization and various responsibilities
Organisation
• Hub Control Centerprocesses & responsibilities
• Operations Control processes& responsibilities
• Collaboration with otherdepartments from theorganization
• Process Blueprints
• Example Structure of HubControl Center
• Example Structure ofOperational Control Center
• IT Architecture• IT Framework• HCC / OCC IT System
Vendors• Physical layout of Command
Control Center• Performance Benchmarking• …
• Hub Control Manager• Operations Control
Manager• …
BusinessProcesses
HCC / OCCStrategy
People
IT /Infrastructure
HCC / OCC Business Model
27 AGIFORS Airline Operations 2008 –AmsterdamTrends in Flight Operations –Future HCC vs. OCC May 08
With a shift in control responsibility, OCC can focus on the outstations’timely A/C turnaround and HCC on the Hub’s transfer management
Transition of Control from OCC to HCC & OCC
20051970
OCC OCC OCCHCC
Outstations OutstationsHub Outstations OutstationsHub
28 AGIFORS Airline Operations 2008 –AmsterdamTrends in Flight Operations –Future HCC vs. OCC May 08
General Structure of a Command and Control Centreincluding OCC and HCC
Airspace DisplayParking Allocation MOCON Airflow Display Airflow Display CCTV Display
Holding Area Display
OCC
CleaningCleaning
EngineeringEngineering
Flight DispatchFlight Dispatch
Line MaintenanceLine Maintenance
Aircrew ControlAircrew Control Aircraft PlanningAircraft PlanningCargoCargoCateringCatering
Yield controlYield control
Maintenance ControlMaintenance ControlPassenger ServicePassenger ServiceSecuritySecurity
Passenger TransportationPassenger Transportation
This is an example of how an IOC Command Centre looks
Cargo PrepCargo Prep
Passenger CheckinPassenger Checkin
Integrated OCC and HCC Model
ConnectivityConnectivity
Supporting functions like Commercial, Sales, etc.
HCC
29 AGIFORS Airline Operations 2008 –AmsterdamTrends in Flight Operations –Future HCC vs. OCC May 08
As the visibility, outsourcing and option limitation of outstations continueto increase, utmost importance will concentrate around the Hub
Shift of Majority Control from OCC to HCC
Future
OCCHCC
A
OCCHCCOCCHCCOCCHCC
DC
G
E
B
H
F
Airline‘s Entire Network
I
LK
O
M
J
P
N
Q
TS
W
U
R
X
V
30 AGIFORS Airline Operations 2008 –AmsterdamTrends in Flight Operations –Future HCC vs. OCC May 08
Possible Structure of a Future Command and ControlCentre including HCC and OCC
Airspace DisplayParking Allocation MOCON Airflow Display Airflow Display CCTV Display
Holding Area Display
OCC
CleaningCleaning
EngineeringEngineering
Flight DispatchFlight Dispatch
Line MaintenanceLine Maintenance
Aircrew ControlAircrew Control
Aircraft PlanningAircraft Planning
CargoCargoCateringCatering
Yield controlYield control
Maintenance ControlMaintenance ControlPassenger Service& Checkin
Passenger Service& CheckinSecuritySecurity
PassengerTransportation
PassengerTransportation
This is an example of how a Future Command Centre could look
Cargo PrepCargo Prep
Integrated Model of a Majority Control Focused HCC with Support from OCC
ConnectivityConnectivity
Supporting functions like Commercial, Sales, etc.
HCC
Network ControlNetwork Control
31 AGIFORS Airline Operations 2008 –AmsterdamTrends in Flight Operations –Future HCC vs. OCC May 08
Main challenges for Airlines decision making process inHCC/OCC for the future years to come
Airlines not Justified for Adopting this ConceptWhile the concept of a more influential HCC is justified for airlines operating out of multiplehubs, single hub airlines would not notice valuable benefitsEffect on Delays & Performance TrendsThrough its ability to more proactively partake and influence the decision making of anairline on the operational level, improvements within Turnaround, Transfer & OTPmanagement could be achieved by an airlineContinued Influence of Airport InfrastructureIf an airline chooses to shift control from its OCC to even the most efficient and stateoftheart HCC, airlines operating out of hubs which have poor airport infrastructure will notsee all if any of the many possible improvements