Following on from an extensive programme of renovations and developments already carried out between 2006 and 2010, Aéroports de Paris Chairman and CEO Pierre Graff recently initiated a further ramp of modernisations and expansions. These new investments for both Charles de Gaulle and Orly airports, at an estimated total cost of 1,8 billion euros, will include works to the airport's older facilities to ensure a more cohesive degree of quality across its terminals. Paris Charles de Gaulle is already Europe's leading airport in terms of air movements, with 500,000 flights year, and the second largest in terms of air travellers carried. With the completion of the projects underway, in 2013, the airport will be able to accommodate 75 million passengers in renovated, new and comfortable surroundings.
Vast modernisation project
Highlights of the vast modernisation scheme are the plans for CDG's terminals 2A and 2C. The first steps in the development will be the inauguration of a 1,000m2 arrival lounge and renovation of the public areas for terminal 2A – and the construction of a new building between terminals 2A and 2C. Due for completion next year, the connecting infrastructure will result in an additional 16,500m² of space dedicated to saving transit time for passengers and providing them with greater comfort. Designed with a futuristic external architecture consisting of metal ribbons, once inside, travellers will discover a light, elegant setting. Along each step of the way, they will be able to look out through large picture windows with views over the airport.
The connecting building has been specifically engineered to simplify passenger orientation through the airport. After checking in at terminal 2A or 2C, travellers will proceed to the ground floor of the new building which will house a dedicated control area with 13 passport control windows and 16 security checkpoints, thus reducing times needed for security and immigration formalities. The connecting building will also provide passengers with an extensive range of shopping distractions, using a new concept in airport retail. An area organised in the form of a Parisian department store will offer products such as alcohol, perfumes, tobacco, gifts and gourmet items. Beyond the department store, further shopping outlets will provide a choice of catering and a luxury brands section. Depending on their status, passengers may continue on to the airline premium lounges situated on the 3rd floor of the building.
Capacity increase
Expansions underway at CDG's terminal 2E will mean a huge capacity increase of 7.5 million passengers a year. Terminal 2E's satellite 4, scheduled to open in 2012, will be dedicated to long haul flights. There will be a large boarding lounge and 16 contact gates for aircraft, with a section for wide-bodied jets such as the A380. Passengers at Charles de Gaulle will be shuttled to satellite 4 by a metro-like people mover. Other key components of the modernisation plans include complete renovations of terminal 2B, to begin at the end of next year and the refurbishment of all seven of terminal one's satellites.
Innovations in passenger navigation through airport
Besides increasing capacity, the modernisations will speed up the time from kerbside to boarding. "Thanks to the new buildings we are going to increase the pier stands for aircraft which means less buses and quicker connections for transfer passengers" says Anne Frisch, deputy managing director of CDG. "Security and immigration control will also be more efficient thanks to a more centralised process and the development of the PARAFE programme, the automated border pass which uses passenger passport and fingerprint data.We are also continuing to make improvements to facilitate the way passengers navigate to and within the airport, including the use of more signage. We have made big efforts with time planners around the airport and we are experimenting with a new avatar system in terminal 3 where passengers can ask specific questions to a virtual customer relations officer. The pilot phase of this avatar system has been very well received by passengers."
The avatar system is not the only pioneering technology being introduced by Aéroports de Paris to optimise passenger orientation. A new indoor geolocalisation application, My Way Aéroports de Paris, is currently being tested in CDG's terminals 2E and 2F. The application can be downloaded, for free, by all users of smartphones with Android operating systems. My Way Aéroports de Paris allows passengers to determine their exact position in the Terminal and to obtain routes to various useful destinations, including leisure and services areas. Searches can be saved, in Favourites, for future use.
La Conciergerie
"Paris-Charles de Gaulle Airport is continuously upgrading and expanding its facilities with an eye to improving ease and comfort of all its passengers" says Anne Frisch. "We have good restaurant, shopping and relaxation areas, Wifi throughout, over a dozen business class lounges and numerous hotels within easy reach. One of our latest services, launched in April, is 'La Conciergerie'. La Conciergie is essentially a multilingual butler service which offers made to measure solutions for passengers to ensure them a hassle free passage through the airport."
La Conciergerie is available for all passengers arriving, departing or transferring at Paris-CDG, whether as individuals or in groups. Accompanying and transfer services, such as arranging limousines, assisting passengers throughout their time at the airport, and carrying baggage, can be reserved up to 3 hours beforehand. Other requirements can be requested at one of CDG's dedicated concierge desks, or by internet or telephone. Just some examples are dry cleaning, delivering flowers and gifts, entrusting keys or important documents, reserving meeting rooms or even arranging car repairs.
"We carry out regular customer satisfaction surveys at Paris-Charles de Gaulle, and these passenger studies revealed that there was a need for La Conciergerie" says Anne Frisch. "Business travellers have been particularly interested in using La Conciergie's accompanying services as a way of getting through the airport to their flight when they are really in a hurry, as they benefit from a special quick pass through procedures. Some passengers even contacted us to thank us as they said they would have missed their flights without this service. The overall feedback received from customers since we launched La Conciergerie has been great."
Vision for the future
Paris-Charles de Gaulle Airport is used by more than 190 regular airlines to offer direct flights to 350 destinations in 80 countries, with a further 23,000 onward connections of less than two hours, every week. All three airline alliances are present, with Star Alliance based at terminal 1 and oneworld at 2A. SkyTeam, has the biggest alliance presence due to CDG's importance as a hub for Air France-KLM. The airport has nine terminals and two double runways. It was one of the first European airports to inaugurate a runway for widebody jets such as the A380 and its terminals 1 and 2E are equipped with triple boarding systems especially constructed for the superjets. On completion of the most recently launched ramp of developments, the airport will be capable of handling 120 aircraft movements per hour, the highest frequency in Europe.
"Here at Paris-Charles de Gaulle we are aligning all of our missions and objectives to ensure we continue to grow in capacity while ensuring good service quality" says Anne Frisch. "This includes optimisation of all of our processes, both internal and customer-facing, and the maintenance of consistent relationships with all of the airport's stakeholders. We have put the emphasis on listening to our passengers, putting into place highly professional teams and deploying services that bring a real added value."
"Paris-Charles de Gaulle offers vast air traffic and passenger capacity, wide-body jet facilities, a strong network of destinations and excellent train connectivity. We have a good partnership with French national rail operator SNCF in order to optimise the quality of rail air connections and with the airport's own high speed rail station, we have TGV links to Brussels in only 75 minutes. By leveraging these differentiators, our service objectives and our ongoing development plans, we aim to become the premier gateway into Europe."
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