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50th Issue • Quarter 1, 2014

IATA Annual General Meeting

The IATA Annual General Meeting (AGM) is IATA’s flagship event. This exclusive industry forum brings together the leaders of the world’s most powerful airlines, as well as their Strategic Partners, to debate the issues shaping the future of our industry.

More than a thousand delegates, including airlines, leading aircraft manufacturers, governments, regional airline associations, airports, industry suppliers, media, and other industry partners attend this premiere event. Why? Because the AGM establishes the priorities and work that drive higher levels of safety, security, environmental protection, and operational efficiency.

Strategic Partners are the only non-airline businesses to have the opportunity to attend the IATA AGM and network with the CEOs and top executives of our 240 member airlines.

Join us. Be a part of this year’s AGM.

View other upcoming conferences and exhibitions.

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The Strategic Partnerships Program

Since 1990, the IATA Strategic Partnerships (SP) program has offered a unique avenue to convert suppliers’ expertise into industry progress. More than 350 participating companies benefit from timely access to important developments being pioneered by IATA and its members.

The SP program gives you exclusive access to subject-matter experts, 240 IATA member airlines, potential clients, and essential information to drive your business forward.

Currently focusing on more than 30 areas of involvement, the program spans virtually all aspects of airline operations, from fuel to safety to the passenger experience.

Interested? Please contact us.

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Accelya: Simplifying Refunds to Protect Airline Revenue and Brand Image

Refund management is an inherently complex process. The refund life cycle spans diverse business functions and disparate industry and airline systems. Decentralized across geographies, the process is typically managed by part-time staff. At many airlines, much of the process is manual. Inevitably, inefficient refund processes result in revenue losses and customer dissatisfaction for airlines.

The lack of integration leads to major problems. Without visibility into the refund life cycle, airlines are unable to predict and manage cash flow efficiently, monitor adherence to refund service level agreements (SLAs), or detect potential fraud. Moreover, since the staff is not specialized, refunds are often calculated inaccurately, and rules and policies inconsistently interpreted. Furthermore, airlines are unable to cope with peaks during extreme volume fluctuation. Meanwhile, at the customer end, delays in payment and inaccurate calculations can increase dissatisfaction, ultimately affecting an airline’s reputation.

To address these challenges, airlines need a fully integrated solution to manage refunds. An ideal solution would consolidate refund requests from across touch points and seamlessly integrate with all core front-office and back-office systems. This solution would also provide interfaces such as refund repository (for call centers, the airline ticket office, customer care); refund status (passengers and agents); waivers (sales department); validation; and management information systems.

Such a solution helps airlines save costs, reduce processing times and refund delays, ensure adherence to policies, improve visibility and control for all stakeholders, and protect revenue and brand image.

Artur Farinha
Sales Audit Business Manager

Accelya


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Aviation Fuel Solutions International, Inc. (AFSI): Fueling the Future

In 2013, Aviation Fuel Solutions International, Inc. (AFSI) saw its best year since incorporation in 2007. Increasingly, its expertise is sought worldwide on diverse projects: reviewing fuel-facility design, developing quality-assurance programs, providing training and certification to new entrants in the aviation-fuel business, and conducting audits.

On the Environment side, AFSI contributed to a large-scale aircraft-emissions forecasting exercise for a major international airport. This study required the development of a robust methodology to estimate and aggregate emissions from current- and future-generation aircraft. The study will serve as a template for other expanding airports seeking to forecast the impact of increasing aircraft movements on local air quality.

On the sustainable alternative-fuel front, AFSI signed an agreement with SkyNRG for the production and commercialization of Alcohol to Jet (ATJ) fuels in Mauritius, a country with large-scale sugar plantations. The initial phases and steps of the project have already been mapped out and key players in Mauritius approached.

Looking ahead, 2014 bodes well for AFSI in terms of new partnerships and service offerings. AFSI and e-Jet Consultants (UK) Limited, a company specializing in aviation-fuel infrastructure design, engineering, and commissioning work with considerable operational and commercial offerings, are poised for a strategic partnership in 2014. Talks began in 2013, and already the two companies have joined forces on major bids for consulting work in aviation-fuel projects. An announcement regarding the combined offering will be made to the industry in due course.

Ravin J. Appadoo
President and CEO

AFSI


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AJW Aviation: Power-by-the-hour Support for Air New Zealand

With resources and personnel located in over 40 countries and at offices in Dubai, London, Miami, Montreal, and Singapore, AJW aims to complement airlines’ operational efficiency.

For instance, AJW Aviation and Air New Zealand have formed a strategic-supplier relationship to create a component support and repair powerhouse for the burgeoning Asian and South Pacific region. AJW Aviation will provide full power-by-the-hour support for Air New Zealand’s complete A320 fleet of aircraft. This support will be underpinned by AJW’s significant global inventory of A320 spares located in strategic hubs across Europe, Asia, and North America.

AJW Technique, the AJW Group’s repair facility in Montreal, will work closely with Air New Zealand Tech Ops’ own repair station in Auckland to form a global ring of repair excellence. Where Air New Zealand has specialist capabilities—auxiliary power units (APUs), integrated drive generators (IDGs), avionics, and accessories—AJW Technique will use the airline’s repair shops for services to support AJW’s customer base in the Asia Pacific region.

The partnership with Air New Zealand will immediately benefit AJW’s customer base. Further improved turnaround times and the resulting quality benefits will dramatically reduce direct maintenance costs. Moreover, AJW can supplement its platforms of expertise with Air New Zealand Tech Ops’ B747, B767, A320, and ATR specialties.

The prime objective is twofold: to deliver improved cost and reliability efficiencies for Air New Zealand’s A320 operations and to strengthen its repair-service business throughout the Pacific Rim and beyond.

Deepak Sharma
Chief Technical Officer, AJW Group

AJW Aviation


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CAE Inc.: Improving Safety Through Partnerships

With a broad portfolio of training products and services, ranging from state-of-the-art simulation products to crew training, cadet pilot training, and flight-crew sourcing, CAE works with airlines to tailor end-to-end training solutions that meet their specific needs.

True to its core mission to improve safety and efficiency, CAE partners with IATA in providing the software data analytics capabilities at the core of IATA’s web-based Flight Data Analysis (FDA) Service and Flight Data eXchange (FDX), which leverages CAE’s Flightscape technology.

The already well-established Flight Operation Quality Assurance (FOQA) system captures, analyzes, and visualizes data generated by the aircraft data monitoring system. CAE Flightscape helps airlines to implement effective FOQA programs and to make productive use of recorded flight data in support of safety and operational decisions.

The system harnesses formidable processing power backed by the industry’s top safety specialists and analysts. Over one million flights a year from airlines around the world are analyzed in detail to produce actionable results. In 2010, as part of the IATA Program for Safe Operations in Africa (IPSOA), CAE’s comprehensive flight data analysis tools were implemented by all IATA carriers in Africa. The results showed that from 7.41 accidents per million flights in 2010, Africa’s regional carrier accident rate was down to zero by April 2012.

Bridging flight data analysis with pilot training is a significant enabler in achieving evidence-based training and targeting specific areas where enhanced training can be helpful. This takes us one step further toward enhancing the quality and effectiveness of pilot training, which ultimately helps improve safety.

Francis Normandin
Director, Strategy and Marketing, Civil

CAE Inc


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Cofely Services Inc.: Airport Operations and Maintenance Solutions

Cofely Services operates in more than 25 airports worldwide. In cooperation with key partners, Cofely Services also handles the purchase and financing of airport facilities and equipment for replacement and procurement projects.

In airports, timing and availability of services for passengers and air carriers is vital. With this in mind, Cofely Services can provide personalized, sustainable operating and maintenance solutions at a competitive cost.

One of our North American clients recently completed a terminal modernization project (TMP) in the fall of 2012. The airport sought the services of a team for the day-to-day operation and maintenance of the baggage-handling systems, passenger-boarding bridges, and auxiliary equipment.

Performance measurement targets included providing the timely and accurate reporting of system and operational performance information; offering solutions to address deficiencies in performance metrics within and beyond the airport’s control; and delivering high-level customer service to enhance the airport’s image.
Cofely Services is proud to work with airports in North America and around the world.

Pierre Loyer
Vice-president of Operations

Cofely Services Inc.


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QSL Consultores: From Compliance- to Performance-based Audits

Introduced in 2003, the IATA Operational Safety Audit (IOSA) standard provided the airline industry with a uniform management philosophy to obtain safety and security outcomes by focusing on operational improvement.

The IOSA program has laid a solid foundation for improved operational safety and security while eliminating redundant industry audits. But since its creation in 2003, audit protocols have remained largely unchanged.

In order to take IOSA to the next step, IATA launched “Enhanced-IOSA” (E-IOSA) as a new audit model. This model establishes requirements to ensure continuity through the operator management system; the application, control, and improvement of IOSA Standard and Recommended Practices (ISARPs); the reliability of the quality-assurance program; and the standardization of management oversight and evaluation. E-IOSA will formally replace the audit model for recurring audits starting in September 2015.

In 2013, QSL launched an E-IOSA Implementation Program to facilitate the smooth transition from compliance- to performance-based audits and evaluation. The emphasis was placed on systemic, process-oriented management measured by quality, safety, and security performance indicators.

QSL will work closely with the Association of South Pacific Airlines (ASPA) and other customers to deploy a practical method for airlines to comply with IATA’s operational requirements. Aside from helping to achieve organizational performance-based objectives consistent with governance, this collaboration also offers gains in terms of competitive advantage and sustainability.

Jose Castellanos
Vice-president, Aviation and Tourism Division

QSL Consultores


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New Strategic Partners

Since 1990, IATA Strategic Partners have been contributing to IATA and the air transport industry through their involvement in the Strategic Partnerships program. We are happy to introduce the following new Strategic Partners.

Access the company websites directly by clicking on their logos.

  Accenture LLP   ACL Airshop
  Accenture LLP   ACL Airshop
  Acumen Aviation   Airpas Aviation AG
  Acumen Aviation   Airpas Aviation AG
  Airplane-Equipment & Services GmbH   CGI Group Inc.
  Airplane-Equipment & Services GmbH   CGI Group Inc.
  Franke Care System Middle East   Harrods Aviation Limited
  Franke Care System Middle East   Harrods Aviation Limited
  Infosky Technology Co. Ltd.   Jettainer GmbH
  Infosky Technology Co. Ltd.   Jettainer GmbH
  Quick International Courier Inc.   Regio Lease
  Quick International Courier Inc.   Regio Lease
  Relate International Limited   Shell & Topaz Aviation Ireland Ltd.
  Relate International Limited   Shell & Topaz Aviation Ireland Ltd.
  Spencer Stuart   Zacarías Moreno SL (Frigocontainer)
  Spencer Stuart   Zacarías Moreno SL (Frigocontainer)

For a complete list of Strategic Partners, and to learn more about what they offer, please visit our online directory.


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This issue is also available on our website.
Spotlight on IATA
IATA Annual General Meeting
New Strategic Partners
Partners’ Corner
Accelya
AFSI
AJW Aviation
CAE
Cofely Services
QSL
SP

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