Airline, Organisations & Operators,

The International Air Transport Association (IATA) released the following statement by its Director General, Willie Walsh, on the performance of the United States and Canadian air traffic control (ATC) organizations.
“Over the past 12-18 months airlines have responded to the very strong post-pandemic travel demand by adding tens of thousands of employees to their workforces. US passenger airline employment is now at its highest level in over two decades, for example. In contrast, ATC staff shortages in North America continue to produce unacceptable delays and disruptions for the traveling public on both sides of the border.
United States“The recent report by the US Department of Transportation (DOT) Office of the Inspector General makes clear that the Federal Aviation Administration (FAA) has allowed the controller workforce to shrink to the point where it is challenged to maintain continuity of operations at the country’s most critical air traffic control facilities. In fact, 77% of these vital facilities are staffed below the Agency’s 85% threshold. The situations in New York Terminal Radar Approach Control and Miami Tower are extreme at 54% and 66%, respectively.
“Earlier this year, airlines reduced their schedules by up to 10% at New York area airports at the request of the FAA which had acknowledged that it could not accommodate the current level of operations there with the existing controller workforce.
“Poor ATC performance comes on top of the FAA and DOT requiring airlines to invest over $630 million to upgrade or replace fully certified onboard avionics equipment on thousands of aircraft to mitigate the risks of 5G rollout near airports. This is unique to the US. The 5G rollout in other parts of the world has not required anything like this of airlines.ADVERTISEMENT“This double whammy of poor planning is exceptionally disappointing. While the administration has well developed plans for new passenger rights regulations to penalize airlines for delays even if the root causes are beyond the industry’s control, a fix for controller shortages that would actually reduce delays is far too long in coming. As a first step, it is long past time for the appointment of a permanent FAA Administrator equipped to show strong leadership in devising a plan to rapidly rebuild the controller workforce.”
Canada“Recent press reports highlight how NAV Canada, the Canadian air navigation services provider (ANSP), is also letting down airlines and the traveling public, with hundreds of flights cancelled owing to controller shortages.
“This comes as the Canadian Government is revising passenger rights legislation, solely placing the burden of care and compensation on airlines, irrespective of the root cause of disruptions and delays.
“We agree with the Government that shared accountability is needed across the entire value chain, something that cannot be achieved by singling out airlines. Instead of focusing on bureaucratic and punitive legislation, the Government needs to urgently address the shortfalls in those sections of the aviation ecosystem which it controls. Asking airlines to negotiate performance agreements with monopoly service providers reflects a lack of understanding of the industry and will not improve the overall travel experience,” said Walsh.
Bottom Line“Ottawa and Washington, DC need to take ownership of the issues under their direct control and lead in resolving them. Appointing a permanent FAA Administrator would be a first and major step in urgently addressing the US aviation/air traffic control infrastructure constraints, which are hindering airlines from delivering the service travelers expect. Furthermore, refraining from doubling down on costly and poorly thought-out air travel consumer rights regulations in both countries, would free up resources across the entire value chain, in order to enhance the customer experience,” said Walsh.

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Jet2.com and Jet2holidays have once again been rated amongst the best companies in the UK for delivering outstanding customer service, according to the latest UK Customer Satisfaction Index (UKCSI).The July 2023 UKCSI, published by The Institute of Customer Service, has ranked Jet2holidays joint 7th out of more than 280 major brands and organisations for customer service.
With a customer satisfaction score of 84.5, it means that not only is the UK’s largest tour operator the only tour operator to appear in a list of the ten most highly rated organisations for customer satisfaction, but it has also improved its score by 0.8 points compared to July 2022. The average ‘tourism’ company scored 80.4.
Leading leisure airline, Jet2.com, has also been highly rated coming in joint 22nd after receiving a customer satisfaction score of 82.1, and ranking significantly higher than the national ‘transport’ sector average of 71.9. As well as the only airline to appear in the top 50 list of organisations, this score makes Jet2.com the top-ranked transport company in the report.
The companies’ successes in the most recent UKCSI survey are the latest examples of how the award-winning airline and tour operator have continued to deliver their customer-first strategy.
For example, Jet2.com has continually operated its entire programme without making cancellations this year, meaning customers can book and travel on their well-deserved holidays knowing they will get away as planned. This follows on from Jet2.com being repeatedly recognised last year for not making any cancellations due to its own staff shortages. The airline, along with Jet2holidays, took action to proactively recruit well ahead of the bounce back last year, and as such had a very visible uniformed presence in place (referred to as the Red Team) in UK airports as well as in main overseas airports and in resorts. This Red Team are on hand this summer, providing customers with an award-winning friendly service and giving customers extra assurance that they are in the best hands when they travel.ADVERTISEMENTThe UK Customer Satisfaction Index (UKCSI) is a national barometer of customer satisfaction, which has been published by The Institute of Customer Service since 2008. It is based on the experiences and relationships that more than 10,000 customers have had with over 280 organisations in 13 different types of sectors.
Over 25 different metrics, such as employee professionalism, product/service quality, ease of dealing with an organisation, ethical behaviour, and complaint handling are factored into the results to reveal the companies with the best customer service across the UK. The measures in the UKCSI reflect the priorities customers have identified as the most important attributes of customer experience, and also include measures of customer effort and Net Promoter Score (NPS).
Steve Heapy, CEO of Jet2.com and Jet2holidays, said: “We are delighted to be recognised as the best airline and tour operator for customer satisfaction once again. The UKCSI is a benchmark of how customers feel about different companies they use and the customer service they are providing, and the findings of this survey show that our customer-first approach is working. Once again, we are ahead of the competition for customer satisfaction thanks to our ethos of always putting customers first. This summer is our busiest summer yet, however once again we are continuing to operate our programme without making cancellations, meaning customers can look forward to their well-deserved holidays, just as they should be. It takes a dedicated team of brilliant colleagues to consistently meet these standards, so I would like to pay tribute to everyone at Jet2.com and Jet2holidays for their tireless work ensuring that every customer feels like a VIP when jetting off on holiday with us.”

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The International Air Transport Association (IATA) and the Aviation Impact Accelerator (AIA), an international industry-academia partnership based at the University of Cambridge, announced a collaboration to accelerate the aviation sector’s transition to net-zero CO2 emissions by 2050.
The two organizations will assess the financial implications of reaching aviation’s 2050 net-zero CO2 goal. Building upon existing work, this collaboration will support the development of scenario-based tools to help airlines analyze and evaluate different decarbonization pathways.
The purpose of this collaboration is to support better-informed decisions by airlines and policy-makers in the transition to net zero. The collaboration will set a solid foundation for IATA and AIA to develop a wider, long-term partnership.
AIA is an international group of experts drawing on a broad range of expertise convened by the University of Cambridge. Its aim is to accelerate the journey to sustainable aviation by developing evidence-based tools that allow people to understand, map, and embark on the pathways towards sustainable flight. Over the last three years a world class network of experts has been assembled and the underlying system modelling capability developed.
“We are excited to launch this new collaboration between AIA and IATA, investigating realistic pathways for aviation’s transition to net zero emissions by 2050. IATA has a strong track record of fostering cooperation between airlines and other stakeholders and driving change in the sector. We believe that by bringing this together with AIA’s unique modelling capability we have an opportunity to unlock change,” said Prof. Rob Miller, Director of the Whittle Laboratory, University of Cambridge, and AIA lead.ADVERTISEMENT‘’We are delighted to join forces with the Aviation Impact Accelerator with a view to enhance our understanding of the many potential pathways to achieve air transport‘s sustainable future. The development of different technological pathways will have an influence on the long-term outlook of our industry, and our collaboration will notably explore this intersection,‘’ said Marie Owens Thomsen, IATA’s Senior Vice President Sustainability and Chief Economist.
As part of the future collaboration, AIA and IATA also aim to collaborate on the future development of IATA’s Recommended Practice Per-Passenger CO2 Calculation Methodology, amongst other areas of work. Used in combination with verified airline operational data, the methodology provides the most accurate calculation results and transparency to everyone interested in understanding the carbon footprint from flying activity.

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Emaar Hospitality’s Mark Kirby has celebrated the opening of the Address Jabal Omar Makkah, the operator’s Saudi Arabia debut, and its largest hotel at 1,484 keys.
Designed by the architect Foster & Partners, the towers of Address Jabal Omar Makkah span over 5,000 sqm of space and can be seen for miles. The development includes a commercial area featuring a range of shops, showcasing local, regional, and international brands. In addition, guests can savour a range of culinary options at the many food courts and restaurants in close proximity, catering to various palates and preferences.

Mark Kirby,  head of Emaar Hospitality said: “We are delighted to announce the opening of our newest hotel, Address Jabal Omar Makkah, which is conveniently located at the heart of the Holy City of Makkah. The prime location of the property makes it the preferred choice for those seeking to deepen their spiritual connection. With spacious rooms and suites, multiple dining options, and state-of-the-art prayer facilities, the hotel offers all the amenities necessary for a meaningful and unforgettable pilgrimage experience. Whether guests are here for Hajj, Umrah, or to enhance their spiritual connection, Address Jabal Omar Makkah Hotel is the optimal starting point for their journey.”
The hotel is part of a wider development called the Jabal Omar Project, which includes 16 hotels with more than 13,000 keys, 40 towers and a targeted two million hotel guests annually. The project also looks to be able to handle 100,000 visitors a day during Hajj and Umrah.ADVERTISEMENTA handful of these hotels are already open, such as Jabal Omar Marriott providing 426 keys; the Jabal Omar Hilton Suites with 484 keys; the Jabal Omar Hyatt Regency with 657 keys; the Jabal Omar Conrad with 438 keys; the Jabal Omar Hilton and the Jabal Omar DoubleTree by Hilton Makkah with 676 keys.
Source: Hotelier Middle East

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The initiative was discussed during the ICAO Global Aviation Summit in Madrid.
ICAO Council President Salvatore Sciacchitano issued the call to action, arguing that promoting gender equality across the industry is not only the ethical thing to do but an essential shift for the future of the business. The Call to Action sends a message of resolve and urgency, and it lays out several options for moving forward strategically.
To better foresee trends, expected requirements, and prepare for them, as well as make educated policy and decision, the creation of better data was identified as a top priority in the area of gender equality.
“I am fully convinced that if we don’t give up, if we keep pushing forward, we can transform aviation into a beacon of inclusivity, and a global industry of diversity and equality,” Sciacchitano added.
Participants at the summit emphasized the need to integrate gender equality into all facets of the aviation industry, from policy formulation to the allocation of resources. The panel concluded that policies and initiatives should be reflective of fundamental concepts of working conditions supportive of women’s advancement in their careers and leadership roles.ADVERTISEMENTSpecific goals surrounding these objectives were regarded as vital to their attainment, as was the development and pushing of higher representation of different abilities into executive, leadership, and board positions.
In closing, attendees acknowledged the critical significance of increasing exposure to STEM education and inspiring the next generation to pursue professions as qualified aviation specialists. The importance of role models, ambassadors, and mentoring programs was also emphasized, as was the need for coordinated effort and cooperation with various stakeholders and businesses.

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Researchers from easyJet Holidays, surveyed the nation’s holidaymakers – and revealed a staggering 87% insist a real book is better on holiday than any form of tech.The research was commissioned to celebrate the operator’s new partnership with WHSmith, the global travel retailer, curating a ‘Perfect Summer Reads’ edit for jetsetters. The partnership will see the list promoted in 140 WHSmith stores, which will be co-branded with easyJet holidays, based in UK airports and train stations.
77% of Brits maintain they always read a real book on holiday, with 56% saying it is one of the only times they take a proper break from looking at a screen.
More than a third (35%) even love the smell of a book, while 24% said a device doesn’t have the same aesthetic as the front cover of a novel. What’s more, almost a quarter (22%) reckon holding a book makes them appear more cultured, while 11% of modern Brits deem old-school hard copy books as retro and hip.
One in ten (10%) like that other people can see what they’re reading, in fact, 79% think that a holiday isn’t a real holiday without a book to read. Amazingly, almost half (49%) read more books on holiday than they do for the rest of the year.
Feeling more relaxed (74%), having fewer distractions (54%) and not worrying about work (23%) are reasons why we read more on our holidays.ADVERTISEMENTTo help readers choose their perfect holiday narrative, easyJet Holidays and WHSmith Travel have curated a selection of spine-tingling summer page turners, guaranteed to elevate any holiday, with an objective to showcase a diverse range of authors. From gritty crime dramas and coming of age stories, to laugh-out-loud fiction and inspiring essays and poetry, the ‘Perfect Summer Reads’ edit will be available across WHSmith Travel stores in large airports and rail locations in the UK:
The Bullet That Missed – Richard OsmanHoney & Spice – Bolu BabalolaThe Boys from Biloxi – John GrishamIt Starts With Us – Colleen HooverGreenlights – Matthew McConaugheyYoung Mungo – Douglas StuartLessons in Chemistry – Bonnie GarmusThe Escape Artist – Jonathan FreedlandAct of Oblivion – Robert HarrisUndoctored – Adam KayTrespasses – Louise KennedyThe Whale Tattoo – Jon RansomTomorrow and Tomorrow and Tomorrow – Gabrielle ZevinYou made A Fool of Death with your Beauty – Akwaeke EmeziQueer Life, Queer Love: The Second Anthology
Mike Roberts, Senior Books Buyer, WHSmith Travel, said: “We’ve loved working with easyJet Holidays to curate this selection of Perfect Summer Reads. There really is something for everyone; the edit includes some of the big summer blockbusters we know our customers are going to love, and an eclectic selection of diverse titles, authors and genres. So wherever you’re journey takes you this summer, you can pick up a guaranteed good read to enjoy on your travels.”
Chris Brown, Head of Marketing at easyJet Holidays, who commissioned the survey commented: “Books and holidays have always gone hand-in-hand. Whether it’s saving a particular novel for a holiday read, or grabbing that last-minute bestseller from the airport WHSmith, books help make a holiday relaxing. For those who aren’t usually avid readers at home, it’s an opportunity to immerse yourself in something special. That’s why we’re extremely pleased to have partnered with WHSmith, to curate the ultimate list of perfect summer reads, showcasing a diverse range of authors, to help you elevate all our customers’ holiday experiences.”
Almost one in five (19%) say the best place to read a book is on a sun lounger, while 16% prefer to sit under the shade of a tree.
While 27% have even come up with the plot for their own novel while whiling away the hours on holiday, yet a forgetful 32% have left their book at home and been forced to read something random from the hotel library.
An honest 49% judge fellow holidaymakers on their beach reads, while 71% believe you can tell a lot about a person by the book they’re reading.
51% of Brits purchase their holiday book at the airport, while 47% are more organised and purchase them online before they jet off to sunnier climes.

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We are disappointed by the decision of the Dutch Appeal Court to overturn a court decision which found the Dutch Government’s experimental regulation to reduce capacity at Schiphol in violation of its obligations under the Balanced Approach.
Governments have long recognized that international aviation must operate to global standards. As a result, governments, including the Dutch Government, are signatories to the Chicago Convention and its Annexes, which include the Balanced Approach. The Balanced Approach has even been enshrined in European Law.
“This is a disappointing outcome for travelers, shippers, the Dutch economy, and airlines. As we examine the ruling and its complexities, we seek clarity from the Dutch Government on its intentions. The full impact of this decision on the planned capacity cuts is unclear and there are no established international processes for such a retrograde exercise. We also urge the European Commission to defend its laws and air service agreements. And most importantly, we continue to ask the Dutch government to revert to the Balanced Approach which is the most effective and only internationally accepted means of dealing with the noise concerns of the local community,” said Willie Walsh, IATA’s Director General.
The parties that joined IATA’s action include Air Canada, United Airlines, FedEx, JetBlue, British Airways, Vueling, Lufthansa, and Airlines for America.

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The International Air Transport Association (IATA) released data for May 2023 global air cargo markets showing weak market conditions.Global demand, measured in cargo tonne-kilometers (CTKs), fell 5.2% compared to May 2022 (-6.0% for international operations).
Capacity, as measured by available cargo tonne-kilometers (ACTKs), rose 14.5% compared to May 2022, primarily driven by belly capacity which increases as demand in the passenger business recovers. Capacity is now 5.9% above May 2019 (pre-pandemic) levels.
Key factors influencing demand includeThe global manufacturing Purchasing Managers Index (PMI) indicates an annual contraction of 1.4% in new export orders and a decrease of 5.2% year-on-year in production PMI. This suggests a cooling in global manufacturing demand.Global goods trade decreased by 0.8% in April, due to macroeconomic challenges and supply chain constraints. Trading conditions appeared to favor maritime cargo as demand for container shipping contracted by 0.2% while air cargo demand weakened by 6.3% year-on-year.The global supplier delivery time PMI increased to 54.5 in May, up from its low of 35 in October 2021, indicating shorter delivery times and some relief for supply chains. However, this is also a sign of weaker global goods trade demand.“Trading conditions for air cargo continue to be challenging with a 5.2% fall in demand and several economic indicators pointing towards weakness. The second half of the year, however, should bring some improvements. As inflation moderates in many markets, it is widely expected that central bank rate hikes will taper. This should help stimulate economic activity with a positive impact on demand for air cargo,” said Willie Walsh, IATA’s Director General.
May Regional Performance
Asia-Pacific airlines saw their air cargo volumes decrease by 3.3% in May 2023 compared to the same month in 2022. This was a decrease in performance compared to April (-0.3%), mainly due to the stronger annual contraction in international air cargo demand from -3.5% in April to -6.4% this month. Available capacity in the region increased by 38.3% compared to May 2022 as more belly capacity came online from the passenger side of the business.ADVERTISEMENTNorth American carriers saw the weakest performance of all regions for the third consecutive month with an 8.1% decrease in cargo volumes in May 2023 compared to the same month in 2022. This was a slight improvement in performance compared to April (-12.4%).  Notably, airlines in the region saw the third month of double-digit contractions in volumes on the North America-Europe trade lane (-10.3%). Capacity increased 1.2% compared to May 2022.
European carriers experienced a 6.7% decrease in cargo volumes in May 2023, compared to the same month in 2022. This was an improvement in performance compared to April (-7.7%), in part due to the smaller annual contraction in international CTKs on the Europe-Middle East trade lane, from -4.7% in April to -2.9% in May. The decline in international cargo traffic on markets within-Europe also improved from -16.2% in April to -7.8% this month (seasonally adjusted). Meanwhile, capacity increased 5.6% in May 2023 compared to May 2022. 
Middle Eastern carriers experienced a 3.1% year-on-year decrease in cargo volumes in May 2023. This was a slight improvement in performance compared to the previous month (-6.7%). Capacity increased 15.6% compared to May 2022.
Latin American carriers had the only positive performance in May 2023 posting a 3.6% increase in cargo volumes compared to May 2022. This was an improvement in performance compared to April (-1.6%). Capacity in May was up 14.7% compared to the same month in 2022.
African airlines posted a 2.4% decrease in demand compared to May 2022. This was a decline in performance compared to the previous month (-0.9%). Notably, the growth on the Africa to Asia trade route slowed significantly in May from 18.5% in April to 11.0%, possibly due to the impact of the conflict in Sudan since mid-April. Capacity in May was up 9.2% compared to the same month in 2022.

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