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8/2/2019 Lecture 6 - Terminal Operation III (Touched Up) [Compatibility Mode]
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Cit Universit Associate of Science in Airportperation and Aviation Logistics
L t r
Terminal Operations III
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with a leadership position in airport
managemen an av a on re a ebusiness contributin to theprosperity of Hong Kong
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Mission
T r n h n H n K n n r f
international and regional aviation by:
U holdin hi h standards in safet and
security
O eratin efficientl with care for the
environment A l in rudent commercial rinci les
Striving to exceed customer expectations
Valuing human resources
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Terminal Business Unit Organisation Chart 1Terminal Business Unit Organisation Chart 1
AIRPORT AUTHORITY HONG KONG 2003All rights reserved.AIRPORT AUTHORITY HONG KONG 2003All rights reserved.
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Estate Mana ement Sub-UnitEstate Mana ement Sub-Unit
Cleaning and Janitorial Services erm na an scap ng m ence
Seasonal Decoration
Terminal 1 Building Management
Terminal 1 Infrastructure Development
u oma e eop e over anagemen
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Terminal OperationTerminal Operation
Operation Accountabilities Terminal 1 Space Planning & Management
Accommodation Leasing
Airline CIP Lounges
Arrival Lounge
Transit Hotel
Government Accommodation Airline Commercial and Service Counters
Hotel & Travel Service Counters
Facility Counters
Medical Service y v , w , ,
greet, etc)
Left Baggage Services
Lost and Found Service
Terminal Amenities (children area, Smoking lounge, prayer room,nursery)
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Passenger Facilitation Sub-UnitPassenger Facilitation Sub-Unit
Passenger Flow Management aggage ro ey anagementTerminal 1 Event Facilitation
Passenger Transfer FacilitationSignage & Way Finding in Terminal 1Information LeafletsCIQ Facilitation
Frequent Visitor ChannelSimplifying Passenger TravelPassenger Care Team
Passenger Handling Services Permits-Flight Information Displays in Terminal 1Public Addresses in Terminal 1 aggage nqu ry es
Stand-Up Bags Service
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u t m r r i u -unitu t m r r i u -unit
us omer ee ac an ng
Telephone Response Centre
Customer Service Counter
Airport Ambassador
overnmen ounge pera on
Service Standards
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T rmin l n m nt u -unitT rmin l n m nt u -unit
overnmen a son
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Terminal Business Unit Organisation Chart 1Terminal Business Unit Organisation Chart 1
AIRPORT AUTHORITY HONG KONG 2003All rights reserved.AIRPORT AUTHORITY HONG KONG 2003All rights reserved.
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Terminal 2 &SkyPier Operation Sub-unitTerminal 2 &SkyPier Operation Sub-unit
Operation Accountabilities
Explore business opportunities in theear ver e ta reg on. vera
management of cross boundary land and
/ limousine and SkyPier operation as well
service arrangement (SkyLink). Liaison
with the travel trade or anizations such asTravel Industry Council and Hong KongHotel Association etc.
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L n X B r r Tr n rt u -unitL n X B r r Tr n rt u -unit
an s e roa n ras ruc ure ma n enance,cleaning and external landscaping,
managemen o roa ra c, ve c einterchange, car parking and groundranspor e c.
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--
erm na opera ons, u ngmanagement and maintenance, ambience
an an scap ng, c ean ng an an or aservices etc and SkyPier infrastructuresp ann ng.
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n r t m r in r t m r i
Enhancement Sub-unit
Enhancement Sub-unit
Operation Accountabilities
Airline o erations and service related
policies and the associated facilities likefli ht information s stem inte ratedairport information platform, public
address Truck Mobile Radio TMR andCommon Use Self Service (CUSS) etc
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AIRPORT AUTHORITY HONG KONG 2003All rights reserved.AIRPORT AUTHORITY HONG KONG 2003All rights reserved.
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Service Provider / Facilitator / Coordinator / Regulator
Service Provider - flight information, information/enquiry,
, , , ,
backbone, etc
Facilitator - facilitate airlines / handling agents in deliveryof quality customer service i.e. customary allocation of
check-in counters, transfer desks, laterals, etc
ac tator - ac tate a rport ase government agenc es
in their discharge of duties, i.e. Immigration, Customs,
,AIRPORT AUTHORITY HONG KONG 2003All rights reserved.AIRPORT AUTHORITY HONG KONG 2003All rights reserved.
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Roles of Terminal De artmentRoles of Terminal De artment
Facilitator - facilitate other business partners such as(Continue)(Continue)
retail concessionaires in maximizing revenue generating
opportunities
Coordinator / Integrator - between the Authoritys
. .
agencies to continuously streamline operational
rocedures reduce red-ta e and im rove overall
operational efficiency
Regulator - i.e. to safeguard the Authoritys capital
investment and interest
AIRPORT AUTHORITY HONG KONG 2003All rights reserved.AIRPORT AUTHORITY HONG KONG 2003All rights reserved.
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Performance PledgesPerformance Pledges
Published
90% of the passengers complete check-in in 15 minutes 92% of the passengers complete immigration process in
15 minutes
All 1st bag arrive within 20 minutes and all last bagmaximum within 40 minutes
All passengers and their hand-baggage will be screened
within 5 minutes All passengers will be cleared through Customs within
15 minutes
All telephone enquiries will be answered within 1minute
AIRPORT AUTHORITY HONG KONG 2003All rights reserved.AIRPORT AUTHORITY HONG KONG 2003All rights reserved.
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Hon Kon InternationalHon Kon InternationalAir ortAir ort
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Passenger Flow Process
Customer Service
Information Service
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Passenger Flow Process
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- Air
Road
Sea
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Inter-model TransportationDeparture CIQ
Pax flow toboarding
gateBoard A/C
PaxCheck-In
CIQ
Pax toboarding
gate
BoardAircraft
PaxCheck-In
Arrival DisembarkA/C
CIQBaggageReclaim
Pax flow toother
transportmode
Pax leaveCLK
Arrival DisembarkAircraft
CIQBaggageReclaim
Pax toother
transportmode
Pax leaveHKIA
DisembarkA/C
TransferCheck-in
Pax flow todeparture
& boardingBoard A/CAir Transfer DisembarkAircraft
TransferCheck-in
Temperature
Pax todeparture
& boardingBoard
Aircraft
gate
Air to Sea DisembarkA/C
Purchase
Ticket
Bonded
Bus to
Board
Ferr
Disembark
Aircraft
PurchaseTicket
Tem erature
Board
Ferr
screen ng gate
rans er yp er
Check-In atSkypierSea to Air Disembark Bonded Board
screening
screening
Transfer
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Immigration & Security
Check-In
Level 7
Departure
Process
Departure
Process
APM
Level 6
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BaggageT6 Skypier
e c a m
T5
Counter
APM
Arrival City
rocess
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HKIA O&D Passen er
Throughput
60%HKIA Passenger
Profile50% 1/3 Transfer
2/3 Ori inatin &
30%Non-
Destinating
10%
20% Visitor
0%
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Concept in service provision
Demand driven - user oriented Capacity management
Just in time
Alternatives Cost Effectiveness
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Check-in / airline related
344 (T1-288, T2-
56) Check-in
serv ce
oun ers
10 Airline Service
13 Baggage
Handling Agents
FIDS Display
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Customs andExcise
.
Immigration
Services provided by
HKSAR Government
Services provided by
HKSAR Government
H l h P ti ( )
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Passen erHealth Preventive (Port Health)
Handling (Continue)
Security
(AVSECO)(AVSECO)
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Hassle-free flow
Entry / Exit Permit
VisitorsCourtesy Channel
APM
EVT Simplified Passenger Travel (SPT) initiatives
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Courtesy Channel
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East Hall Arrival Level22 escalatorsescalators
West
West Hall
Arrival Level
APMPlatform
East
22 escalatorsescalators
280280 paxpaxheadway 213sheadway 213sWest Hall APM
Platform
Max. Capacity 500Mover
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Initiatives
- Hassle-free travel for identified customer segment
-
higheconomic value
- Brand building for HKIA
ii) Automated Passenger Clearance (APC)mm grat on c anne c anne
iii) Expeditious Immigration Clearance (EIC)
iv) Sky Pier - A new concept of inter-modalpassenger flowupstream check-in
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Customer Service
Trolle s Landside and Airside Airport Medical Services
Customer service programmes
Toilets (landside and airside)
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Customer Service Pro rammesExternal
- Customer Service Excellence Pro ramme CSEP- Airport Ambassador Programme (AAP)
- Tourism Orientation Pro ramme TOP
- Youth Programme
Internal
- Reach-Out Program- Passenger Care Programme
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Passen er Handlin (Continue)Passen er Handlin (Continue)Customer Service Excellence Programme
Objective : To enhance customer service at airport
Tourism Orientation Programme (TOP) ec ve : o prov e ra n ng or gra ua es n eres n
tourism AA offers lacements for ractical trainin
Joint programme with HKTB
Objective : To enhance terminal experience
passengers Joint programme with HK Youth Federation
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Airport Ambassador Programme (AAP) Objectives: i) Enhance customer service
ii) Enhance community relationsiii) Enhance employability of youths
Provided by youths
Volunteer Ambassadors Objective : i) To enhance community relation
ii) Seniors to contribute to Society Provided by senior citizens and undergraduates
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Airport Ambassador Programme
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Airport Ambassador Programme
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Volunteer Ambassadors - Seniors
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Objective : Pro-actively interact withpassengers o gauge passenger sa s ac on
Performed by AA duty staff
Objective : To provide comfort to passengerur ng extens ve srupt ons
Performed by AA non-duty staff
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Information Service
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Information service
Im ortant for assen er as well as the air ortcommunity
Customer Service Centre -
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Signage
Directional Signage (Blue with white font) Informational Signage
Emergency Exit Signage (Green with white font)
Strategy International standard icon
Bi-lingual
Prominent and E e Catchin Strategic locations
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Customer Service Centre Service provided
information provision
way n ng ass stance
emergency assistance
sale of souvenir
Service Standard Polite and prompt
Care for passenger
Listen
Accurate Information Assist proactively
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63
65
67
6971 68
66
64
62
MMIB Location Map
48 4644 42
40 3634
3230
61 60
171819South
North
47 4543
41
4933
3129
2725
2321
2624
22 15
16
7/F - Check-in
1
2
36/F- Departures
4
5/F - Arrivals
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Information provided by MMIB
Fli ht Info Airline Info
Emergency Support
Commercial Info
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Real Time Mana ement
AIRPORT AUTHORITY HONG KONG 2003
All rights reserved.
AIRPORT AUTHORITY HONG KONG 2003
All rights reserved.
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AOCC (Airport Operations Control Centre)
Functions
Nerve centre of the Airport operations
casualty ward of a hospital)
transport operations
AIRPORT AUTHORITY HONG KONG 2003
All rights reserved.
AIRPORT AUTHORITY HONG KONG 2003
All rights reserved.
Real Time ManagementReal Time Management
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Real Time ManagementReal Time Management
(continue)(continue)
Located at the Inte rated Air ort Centre
Floor Area : 250 square metres
AIRPORT AUTHORITY HONG KONG 2003
All rights reserved.
AIRPORT AUTHORITY HONG KONG 2003
All rights reserved.
Real Time ManagementReal Time Management
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Real Time ManagementReal Time Management
(continue)(continue)
AIRPORT AUTHORITY HONG KONG 2003
All rights reserved.
AIRPORT AUTHORITY HONG KONG 2003
All rights reserved.
Real Time ManagementReal Time Management
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Real Time ManagementReal Time Management
(continue)(continue)Main Systems
Flight Information Display System
Telephone Response Centre
Public Address System
Close Circuit Television System Automated People Mover Control System
Terminal Fire Alarm System
Fault Reporting System
Security Control Centre (run by AVSECO)
Automatic People Mover Control System Terminal Fire AlarmSystem
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System
Telephone Response Centre Security Control Centre
Real Time Management
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g
(continue) Deployment
Airside / Landside / L5 / L7 / East Hall / WestHall / Central Concourse
AOCC / GTC / Basement
o e rov ng
Real Time ManagementReal Time Management
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gg
(continue)(continue)enera ut es
Check-in counter allocation
Flight information update au repor
Real time management of terminal service
prov ers per ormance o ensure qua yservice
Real Time ManagementReal Time Management
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gg
(continue)(continue)
Incidents handling (e.g. passengerinjury, fire alarm, system breakdown,ambulance case, etc)
Emergencies handling-
& Emergency Procedures Manual
- con ro an coor na on cen re e oreactivation of Airport Emergency Centre
Real Time ManagementReal Time Management
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gg
(continue)(continue)an ng roce ures
Inform & coordinate relevant parties
Observe relevant procedures esume norma opera on as soon as
practicable
ecor eep ng
Real Time ManagementReal Time Management
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gg
(continue)(continue)
duty staff to investigate Liaise Fire Service
False alarm reset the system e u e e c va e e supp ess o
system Evacuation & crowd control
esu e o a ope a o a e pu o e e
Real Time ManagementReal Time Management
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Terminal Fire Alarm System
Real Time ManagementReal Time Management
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(continue)(continue) AEC (Airport Emergency Centre)
Introduction -
Adjacent to AOCC
Centre for control & co-ordination for AA AirlinesGovernment Department and other airport operators.Major objective is to minimise adverse effect to
airport operations and to speed up the recovery tonormal operation.
Real Time ManagementReal Time Management
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(continue)(continue)
Real Time ManagementReal Time Management
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(continue)(continue)em ers p
Subject to the nature of the emergency,members including Airlines, GovernmentDepartments, Airport Operators and AA
Regional Support during emergencies
- PRD A5 Airport Emergency SupportCommunication
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.
Customer-orientated
passengers and cargo
Ensure an effective management of
transport facilities, road network, and real
Ensure efficient transport linkage between
Pearl River Delta and Guangdong Province
2. Air ort Trans ortation Network
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Hong Kong Transport Network
Road ( Ching Ma Bridge )
ea ar ne er
Regional District Transport Network
Major Customs Control points
Major Customs Control pointsconnecting to Guangdong Province
Transportation on Chek Lap Kok Island
2. Overview of Airports Transportation Network (Contd)2. Overview of Airports Transportation Network (Contd)
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.
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.
-
O erations & Mana ement
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Tour Coach Parking Franchised Bus Station Hotel Limousine Lounge
Cross Boundary
Coach Station
ax a on
.
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Road andRailway
GroundTransportation
Control Centre
Ferryo ong
Kong To Mainland
4. Transport Facility Management4. Transport Facility Management
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Ground Transportation Centre
..
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Airport Express Line
very m nu es
Fastest Speed:
23 minutes from
Air ort to Central
HK$100/trip
Pre check-in
service at Kowloon
Station and Hong
ong tat on Handle about 19%
airport users
..
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..
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Franchised Bus
Station 43 Routes
24 Hrs
Operation
17 Bus Stops
Compose 46%
of Total
Passenger
Traffic
..
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Tour Coach Station
250 Franchisee
,operates
Coach Buses 18 Parkin
Spots
Compose 5%
of Total
Passenger
Traffic
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4. Transport Facility Management4. Transport Facility Management
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Limousine Guests Waiting LoungeLimousine Guests Waiting Lounge
4. Transport Facility Management4. Transport Facility Management
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Taxi StationTaxi StationTaxi StationTaxi Station
..
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Taxi Station
Passenger Traffic at Kai
Tak Airport Compose 7% of Total
Passenger Traffic now
ree ypes o ax s:
Urban (Red), NewTerritories Green and
Lantau (Blue)
Average waiting time: 3
hrs The waiting area can
accommodate u to 500
taxis at a single time
24-hr Operation
4. Trans ort Facilit Mana ement4. Trans ort Facilit Mana ement
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Urban Taxi (Red)
New Territories Taxi (Green)
Lautau Taxi (Blue)
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2003(1) 5,000 12
22004
(2)
47 7 21 12
,
12
2
(1):
(2): 4
4. Transport Facility Management4. Transport Facility Management Car Parks
HKIA h 3 k
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HKIA has 3 car parks
of 2,400 parking
spaces
The 3 car parks are:
Open-air Car Park
1 Short-term
Multi-storey Car
Park 4 (Short-term
-
Open-air SkyCity
Car Park (Long-
term)
30-minute
Compose 12% of Total
Passenger Traffic
Car Park Facilities at HKIA
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88
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89
4. Trans ort Facilit Mana ement4. Trans ort Facilit Mana ement
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Tuen Mun
during peak periodo convey s a
to/from Tuen Mun
an v a ungChung
4. Trans ort Facilit Mana ement4. Trans ort Facilit Mana ement
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Railway System
Tung Chung Line 2%
Public Transport 46%
Hotel Limousine 5%
Private Cars 12%
ers
4. Trans ort Facilit Mana ement4. Trans ort Facilit Mana ement
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Mainland CoachStation
- par ng spaces
- 200 trips per daybetween HKIA
and PRD areas
- Operating Hours:07:00 23:00
4. Trans ort Facilit Mana ement4. Trans ort Facilit Mana ement
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4. Trans ort Facilit Mana ement4. Trans ort Facilit Mana ement
C B d F
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Cross Boundary FerryService(Sky Pier)
Commenced operation
on ep em er Serving five ports in the
Pearl River Delta -
Shenzhen Shekou,
Shenzhen Fuyong,,
Humen in Dongguan
Operating 58 trips per
day through HKIA andPRD ports
New PortLian HuaShan
.
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Land Grant & Road Designation
, ,(FY03/04)
Airport Authority is empowered to perform
traffic management
Enforcement of road traffic regulations and AA
By-Law
Accident recovery and traffic diversion
Corporate with Police Department in the event
of special operations
5. Road Mana ement Standards
In average 6 accidents per month in
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In average, 6 accidents per month in
2003
Target to reduce 5% each year
Procedures, drills & exercises
Speeding offence
Stationary offence
5. Road Management Standards5. Road Management Standards
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9
10
6
7
8
3
4
5
1
2
5. Road Management Standards5. Road Management Standards
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5. Road Mana ement Standards
Road Management
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Road Management
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ATCSS
Airport Traffic Control & Surveillance
ys em
6. Airport Traffic Control Surveillance
ATCSS
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ATCSS
CCTV
Emergency
Telephones
6. Airport Traffic Control Surveillance System
ATCSS
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ATCSS
Detection
ra c vers on ystem
6. Airport Traffic Control Surveillance
ATCSS
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ATCSS Variable Message
Si ns
6. Airport Traffic Control Surveillance System
ATCSS
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ATCSS Car Park Occupancy
Display
6. Airport Traffic Control Surveillance
ATCSS
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ATCSS Airline Counters Information
Display
6. ATCSS
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Display
6.
ATCSS
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roun ransportat onControl Centre
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7. Facilities Imrpovement7. Facilities Imrpovement
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4 21 SkyPlaza
3 Golf Course
4 Sk Pier
Sky Plaza Phase I
5 Hotel
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Ground Trans ortationOffice Building(North)
Centre
erm na u ng
Sky PlazaOffice Building
Departure Kerb(Future)
u
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Licensee & Public Trans ort O erator
LicenseeLicensee
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Hotel LimousineHotel Limousine
Hotel ShuttleHotel Shuttle
Tour CoachTour Coach
Mainland CoachMainland Coach
Mainland LimousineMainland Limousine
Public TransportPublic Transport
Rental Car (Taxi)Rental Car (Taxi)
Service Contractors
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ManagementManagement && VehicleVehicle
InterchangeInterchange ManagementManagement
Tow and vehicle rescueTow and vehicle rescue
Landside cleaningLandside cleaning
Land Transport and
Infrastructureransport us ness
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ransport us ness
Car Parking Public Trans ort Licenced Transport
Road Management Landscape
Estate Management/Coordination
Telecommunications
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Infrastructure- TMR (government and internal users)
- governmen an n erna users- AA Network Rental Service- Cablin O tical Fibre and Co er cable- Wireless LAN service (for Airport Corporate Users)
- MATV network (provide TV service to PTB users e.g.
Telecom Service
- Wireless Internet Service provided by PCCW- Public Mobile Telephone Services (PMTS)-
The Future
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