February March 2008

Foreword

Opinion

News

ACI news

LAX story
What next for Los Angeles International Airport? Nicole Nelson talks to executive director, Gina Marie Lindsey, about the challenges ahead for the world’s fifth largest gateway.

Game on
Joe Bates discovers that opening a new airport just 60 kilometres from Hong Kong was a gamble worth taking.

Creating the right impression
ACI director general, Robert Aaronson, reflects on the airport industry’s commitment to customer service.

Rewarding Excellence
Airport World reviews the highlights of the 2007 Airport Service Quality (ASQ) awards.

Prioritising best practice
What does it take to become one of the world’s best airports? Mark Adamson takes a closer look at the customer service strategies of the top performing ASQ gateways.

The pursuit of excellence
Facilitation director, Craig Bradbrook, outlines ACI’s strategy and toolbox for airport service excellence.

All for one…
Can the rest of the world learn from Australia’s teamwork approach to the customer service challenge?

People power
Les Russell reports on the importance of realising that staff are often a company’s greatest asset.

Hope and glory?
London Heathrow is banking on Terminal 5 to transform customer service levels at the world’s busiest international airport, writes Andrew Gillingham.

On the move
Airport World discovers more about the logistics of British Airways’ big move to London Heathrow’s Terminal 5.

The ‘green’ terminal
Airport World examines the environmental credentials of London Heathrow’s new Terminal 5.

London Heathrow T5 news

Food for thought
Tracking food and beverage trends and listening to consumers is the key to customer satisfaction and rising sales, writes Andy Bull.

Time to share?
Matthew Finn takes a closer look at the latest global security initiatives for sharing passenger data.

On the waterfront
In today’s increasingly multi-modal world, are sea-air cargo hubs finally about to take off? Ian Putzger reports.

Project watch
Construction of a brand new gateway for Ecuador’s capital.

ACI’s World Business Partners

Traffic trends

The last word
Avis CEO, Ron Nelson, reflects on the company’s airport roots and customer service strategy.