Chapter 3 - Economic responsibilities
Chapter 3 - Economic responsibilities
Genève Aéroport implements continuous measures to improve the quality of services and the experience of passengers at the airport. Infrastructure improvements, which include the needs of passengers with reduced mobility, the management of passenger and baggage flows, as well as the accessibility of the airport by public transport, are among the main areas of work.
Improving passenger satisfaction
Each year, Genève Aéroport directly measures the satisfaction rate with a representative sample of passengers through a number of surveys, including ASQ. The goal is to understand needs and expectations, in order to put in place the appropriate measures to meet them. The year 2019 saw a slight increase in the satisfaction rate at Genève Aéroport, increasing from 3.85 to 3.92 out of 5. The reduction of waiting times at security checks was a key factor in improving this rate, in particular through the introduction of two new security lines equipped with latest-generation X-ray machines, which have improved Terminal 1’s processing capacity.
Additional measures of satisfaction and performance analysis tools (including the GA+ internal survey and a waiting time management tool) confirm passenger perceptions in relation to the decrease in waiting times in 2019.
In the short term, plans are in place for the renovation of several toilet areas and for the acquisition of new passenger seats. By 2030, many adaptation and renovation projects are planned or under way, in order to improve infrastructure comfort, safety, efficiency and sustainability. Of particular note are the renovation of the Baggage Logistics Centre, the redevelopment of check-in desks and the new long-haul wing.
« 10’000 passengers surveyed each year as part of the satisfaction surveys. »
Raising awareness on responsible travel
In 2019, responsible tourism was integrated into the marketing strategy of Genève Aéroport. A dedicated web page was created (www.gva.ch/et-moi) and responsible travel good practices have been promoted through information stands in boarding rooms, the distribution of pocket ashtrays to passengers, a stand at Geneva Cornavin train station for the opening of the Léman Express, as well as various marketing publications for the airport. In particular, as part of European Sustainable Development Week, Genève Aéroport collaborated with MyClimate to encourage passengers to offset their trip’s CO2 emissions. One hundred and seventeen passengers committed to this, for a total of 93 tonnes of compensated CO2. Genève Aéroport doubled the amounts paid, amounting to 186 tonnes of compensated CO2.
Adapting infrastructure to people with reduced mobility
The number of people using GVAssistance, which takes care of people with mobility difficulties, is increasing every year. In 2019, 127,477 people with reduced mobility used the service, which represents an increase of almost 7% compared to 2018. A Reduced Mobility Committee was formed in March 2018. Its aim is to improve infrastructure for people with reduced mobility within the airport.
Investments, for a total of some 338,000 CHF for 2018 and 2019, have improved the reception infrastructure: refurbishment and modernisation of waiting rooms and reception areas, and the installation of a tactile path system for visually-impaired people. In 2019, two audits carried out by the association of hearing-impaired and of visually-impaired people, revealed that, overall, Genève Aéroport is equipped with good reception infrastructure for hearing and visually-impaired people. In addition, further areas for improvement were also identified which will be followed-up as early as 2020.
Promoting the use of public transport
In 2019, 50.5% of passengers used sustainable modes of transport (public transport, buses, shuttles, trains) to reach the airport, compared to 45% in 2017. Therefore, the target, set at 45% by 2020, has been reached slightly ahead of schedule. Since 2018, travellers have been able to take advantage of a no-cost morning bus service. Funded by Genève Aéroport in collaboration with Transports publics genevois (tpg), six Aérobus lines serve the airport from Geneva and neighbouring France from 04.30 to 06:00. Based on Aérobus’ 97% satisfaction rate as well as its use, Genève Aéroport has committed to maintaining this service in 2020.
Moreover, for more than ten years, Genève Aéroport has been offering public transport tickets to travellers. In 2019, 3,249 free tickets were distributed every day, which makes 1,186,807 tickets over the course of the year!
Improving airport accessibility
Genève Aéroport is committed to improving airport accessibility, in particular through public transport and ‘soft’ mobility. On this basis, it maintains an ongoing dialogue with the Canton, municipalities and transport operators. Travel paths within the airport area are frequently saturated. The situation should improve in the coming years, thanks to improvements in road and motorway infrastructure, in particular the Grand-Saconnex motorway junction and improvements in public transport accessibility. The CFF railway and Genève Aéroport are working closely to meet the growing needs in terms of sustainable mobility. Currently, the train is the mode of transport most used by passengers (30% of the total in 2019) and this modal share is expected to increase in the future (58% by 2030 is the sustainable mobility target).
Since 15 December 2019, the Léman Express has connected Annemasse, neighbouring France as well as Geneva's rive gauche to the airport. This cross-border suburban train (RER) offers optimal connections to CFF Railway main line trains, connecting in just seven minutes, Genève Aéroport from Cornavin station, with five trains per hour. Moreover, renovation works to the airport railway station have begun, in order to make it more accessible to people with reduced mobility. Once the construction site is completed in 2022, passenger comfort will be improved. Among other improvements to the public transport offer are the extension to the airport of the RegioExpress Lausanne-Geneva to an hourly basis on weekends and the reorganisation of the tpg network in connection with the introduction of the Léman Express.