Hamburg’s passion for passenger experience, environmental innovation and community engagement

Michael Eggenschwiler, CEO Hamburg Airport, was presented with the ACI EUROPE Best Airport Award in the ‘10-25 million passengers’ category by Salvatore Sciacchitano, Executive Secretary, ECAC.

An interview with Michael Eggenschwiler, CEO Hamburg Airport. By Ross Falconer

This year’s ACI EUROPE Best Airport Award in the ‘10-25 million passengers’ category went to Hamburg Airport, which was recognised for its innovative additional services to increase the passenger experience and its commitment to the environment.

“The overall concept was definitely persuasive, because all the core areas feed into the jury’s decision,” says Michael Eggenschwiler, CEO Hamburg Airport. “But, of course, specific projects were highlighted as representative of our lasting commitment – for example, the new Community Prize, the expansion of the electric vehicle charging station network, and our commitment to the protection of communal bees. These are things we are very passionate about.”

The awards judges highlighted the innovative additional services to increase passenger experience introduced in 2017, such as sleeping capsules, and instant communication through social media channels.

Passenger needs are changing, especially as a result of digital transformation. “We see our task as recognising the wishes of various groups and developing appropriate product and service offerings,” Eggenschwiler comments. “Our surveys, for example, have shown us that 80% of passengers here at Hamburg Airport use a mobile communication device. So, we have communication channels that are optimally tuned for these people. Today, this naturally includes live communication with services like WhatsApp, as well as social media.”

Service and comfort play a major role, too. One of the most recent examples is the digital info touchscreens, which allow passengers to find the best way to wherever they want to go and then send the information to their smartphones. “Then there’s Service Gate Delivery,” Eggenschwiler adds. “Using their smartphones, passengers order snacks and drinks with ease, and they are then delivered direct to the waiting area at their departure gate. We are always open for innovative concepts. Take the sleep capsules, for example. Ultimately, it is the customers who decide whether a product or service lasts. The introduction of reusable cups underlines our commitment to being an environmentally responsible airport that is committed to detail.”

The ‘Mobility Concept 2020’ is an important building block for Hamburg Airport’s environmental strategy. Almost 50% of its vehicle fleet has already been converted to alternative fuels and power systems, and by 2020 the aim is to reach 100% for cars and 50% for trucks and commercial vehicles. Between 2009 and 2017, the airport reduced CO2 emissions from some 40,000 tonnes to 18,200 tonnes.

Hamburg Airport is accredited at Level 3 Optimisation of ACI’s Airport Carbon Accreditation, and is working towards Level 3+ Neutrality. “In addition to the 100% conversion to alternative fuels and power systems, and the use of synthetic diesel, we are improving energy efficiency by such means as modern heating systems and new LED technology,” Eggenschwiler explains.

The awards judges also considered how the airport excels in its community relations. Having been at its present site for 107 years, Hamburg Airport is strongly rooted in the region. “The airport and the city have developed together, so it is a matter of course for us to place importance on being active in the community and taking on social responsibility,” says Eggenschwiler. “We have a team that maintains dialogue with our neighbours and engages in project patronage and sponsorship. For 20 years, we have been publishing our own newspaper, containing everything worth knowing about the airport, and there is also a Neighbourhood Council. Last year, we launched the ‘Hamburg Airport. On the move. Community Prize’. This award supports creative ideas and voluntary projects in the region – projects that are in need of support.”

Eggenschwiler adds that the ACI EUROPE Best Airport Award shows just how much value is placed on sustained and innovative commitment to the areas of environmental protection, customer service and community dialogue. “It is a special honour, of course. The prize is recognition and motivation for the efforts and achievements of everyone working at Hamburg Airport, and confirmation that we are on the right track here in Hamburg.”


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