The evolution of Kraków Airport: A diversified route network and passenger-focused modernisation

Radosław Włoszek, President of the Board of Kraków Airport, briefs Marta Dimitrova on the airport’s commitment to providing the best possible passenger experience, diversification of the route network, and future modernisation plans.

Kraków Airport’s team has shown strong determination in delivering an exceptional passenger experience in the past few years. In March, it was announced that the airport had won in the ‘Best Improvement by Region – Europe’ category in ACI’s Airport Service Quality (ASQ) Awards.

Radosław Włoszek, President of the Board, Kraków Airport: “Our success comes from implementing a consistent strategy aimed at passenger growth, coming from both LCC and traditional carriers. The key elements of our route development strategy are: diversification of airlines operating to Kraków Airport, as well as diversification of
the network.”

“The award, granted for the first time, motivates the whole team to take further steps to develop airport facilities at each step of the passenger path,” says Radosław Włoszek, President of the Board, Kraków Airport.

This year’s ASQ survey results confirm that passengers’ assessment of Kraków Airport is getting better and better.

Last year was an eventful one for Kraków Airport, and was marked by the completion of its passenger terminal, together with a footbridge and a new train station. The new train station, car park, and soon hotel, at the airport are all connected with a footbridge leading to the terminal, which allows for an easier transition to the security checkpoints or check-in desks. “Now it is easier and more convenient to get to the terminal, park your car, and pick up or drop off passengers using the Kiss and Fly bay,” Włoszek explains. “Looking carefully at the expectations of individual groups of passengers, we keep introducing more and more facilities at our airport. This is made easier thanks to ASQ surveys, staying in touch with passengers via social media, analysing reports from airport information desk staff, and the suggestions of carriers offering flights from Kraków Airport.”

As part of the airport’s ambition to provide a better passenger experience, it is focusing on implementation of the most innovative, modern technologies. This year, it has implemented a system providing real-time information on the level of traffic in front of security checkpoints, which makes it easier for the passenger to decide on when to go to the security checks. Passengers arriving at Kraków Airport receive clear visual information about the available means of transport to match their budget and timing.

Additionally, this year the airport is planning to launch a bag-drop zone with 10 self-check-in desks. “We will be the first airport in Poland to offer this solution to passengers,” Włoszek adds. “We are also developing a database of automated passenger messages as part of our FIDS system. We receive a lot of positive feedback from passengers who appreciate the high comprehensibility and clearness of our display messages.”

The new infrastructure has had a significant impact on all areas of Kraków Airport’s business. Indeed, figures certainly suggest that the share of non-aviation revenue per passenger has increased. Włoszek explains that over the past five years, this indicator was less than +3% on average, while currently it is at +16%. Consequently, the share of non-aviation revenue in total has been increasing steadily by approximately 3.5%. From 31% in 2011-2015 (average per year) to almost 35% in 2016. In the first four months of 2017 it was almost 38%.

“However, it must be noted that the new terminal also contributes to higher maintenance costs of the new infrastructure; depreciation costs have increased significantly,” says Włoszek. “We are working to optimise the revenue and cost structure with a view to investments planned for the near future, and further development of the airport.”

Last year was an eventful one for Kraków Airport, and was marked by completion of its passenger terminal, together with a footbridge and a new train station. The new train station, car park, and soon hotel, at the airport are all connected with a footbridge leading to the terminal, which allows for an easier transition to the security checkpoints or check-in desks.

2016 was also a successful year in terms of passenger numbers. Traffic grew 18% to almost five million in 2016, while the latest traffic figures for April show 17% growth year-on-year.

“Our success comes from implementing a consistent strategy aimed at passenger growth, coming from both LCC and traditional carriers,” Włoszek explains. “The key elements of our route development strategy are: diversification of airlines operating to Kraków Airport, as well as diversification of the network.”

He adds that upholding this diversity of carriers is certainly not an easy task, however, the airport is working hard on maintaining this mix. As a result, Kraków Airport passengers can benefit from both the offer of major full-service carriers, such as Lufthansa, KLM, British Airways, LOT, and SWISS, and the largest low-cost airlines like Ryanair, easyJet, Norwegian, and Eurowings.

This year, the airport expects to serve over 5.5 million passengers. This growth also comes with the introduction of 28 new regular connections and one new airline, El Al. While the majority of the new routes will be operated by LCCs, LOT Polish Airlines is introducing a Chicago O’Hare service. “Development of long-haul services is a key element of our strategy, and the Chicago route is the best evidence of the significant potential for further development of a long-haul market from Kraków,” Włoszek comments. “Despite the many new connections launched over recent months, and planned for the rest of 2017, we are still working on opening new destinations and increasing frequencies on the existing routes where we identify the biggest potential. And, last but not least, we are concentrating on providing our passengers and airlines with the highest possible quality of airport service. This balance is the reason for our consistent success.”

As part of the airport’s progressive modernisation strategy, last year it received approval to build a new runway by 2021. Currently, the planned construction is at the environmental audits stage, where an environmental impact report is being prepared. “Designing the new runway, we look at new technological developments,” says Włoszek. “Therefore, last year we signed an agreement with the Polish Air Navigation Services Agency (PAŻP) on the implementation at Kraków Airport of instrumental flight procedures based on GBAS (Ground Based Augmentation System), which uses satellite technology to assist the air traffic control navigation system.”

Modern brand philosophy

The airport recently introduced its new logo, as part of a rebranding project. “The new logo is a symbol of opening up to more upcoming challenges, and evolution in Kraków’s management strategy,” explains Radosław Włoszek, President of the Board, Kraków Airport.

The airport’s modern brand philosophy is indeed becoming more visible. It recently introduced a new logo, as part of its rebranding project. “The new logo is a symbol of opening up to more upcoming challenges, and evolution in Kraków’s management strategy,” Włoszek explains. “Our strategy takes into account the evolution of the aviation market that has taken place in recent years: a change in the level of customer awareness, and the revolution in the availability of connections and travel planning tools.”

Kraków Aiport is shortlisted in this year’s ACI EUROPE Best Airport Awards, following an exciting year in which it has experienced strong growth, terminal modernisation, and increased passenger satisfaction.

Looking ahead, Włoszek adds: “Building the new runway is one of the biggest investments in Małopolska and the most important task my team is faced with. However, we do not forget about other important plans, such as developing a masterplan, or ensuring convenient access to the airport for passengers from all over the region. An airport is not just about infrastructure, so we are also working on introducing more innovative passenger facilities.”


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