TRL offers a range of skills in areas of importance to the aviation industry:

• Customer satisfaction: TRL provides consultancy to airports and airlines in customer service observation studies/audits, queue management studies, perception studies, qualitative studies, and mystery shopper and ad-hoc research studies. Our experts can provide consultancy on developing an effective service quality management system and benchmarking studies. To request a capability proposal in passenger customer satisfaction, please email Sviti on aviation@trl.co.uk.
  • Airport Service Quality Monitor (ASQM) is a bespoke customer service quality management system developed by TRL for a major airport group. ASQM has enabled benchmarking and identification and sharing of best practice across the group of airports involved. ASQM is now in its ninth year and has seen several benefits since implementation, the key ones being a reduction in non-compliances, a reduction in queue times and an improvement in overall operational efficiency. The programme has encouraged collective responsibility by getting the whole airport community - airlines, ground handlers, retailers, government agencies - to work with the airports to improve service provision.
• Forecasting: The forecasting team applies Trend Analysis as well as creating econometric models to help produce short term and long term forecasts. Our methodologies are comprehensive, defensible and based on reality, and not merely a mathematical projection. TRL's approach is to focus on four key areas: development of the methodology to use for the forecasts; accuracy in the application of the methodology; verification and testing of the results for reasonableness and local market conditions: and, precise yet readable documentation of the methodology and results.
• Security: TRL has a security team with operational police and security expertise, and with unique experience of hostile vehicle attack and mitigation options through the UK government research programme for the protection of critical national infrastructure such as airports. We develop and conduct independent evaluations of different types of anti-vehicle barriers and detection technologies. We use an evidence-based methodology to evaluate risk and threat and this has been applied to a range of transport interchanges.
• Environment: TRL's climate change team is ideally placed to offer expert advice on meeting the challenges of carbon emissions monitoring/management, climate vulnerability (assessing your risk from current and future extreme weather conditions), carbon offsetting, information on and analysis of alternative fuel potentials for support vehicles, airport emissions, efficiency and carbon trading schemes, and advice on potential future legislation
• Airfield pavements: TRL has developed equipment that can be used to carry out airfield pavement surveys at high speed. This measures the shape of road pavements using laser sensors and video systems to identify cracking. Detailed pavement data is collected at high speed without causing major interruptions to airport operations, which saves money, and the data can be analysed after the survey. This is proven technology currently being applied by the Highways Agency for monitoring motorways.

Client Comment

ACSA's commitment to achieving service excellence incorporates both understanding the passengers' viewpoint as well as a measuring options for improving efficiency. This is evaluated through two sets of measures:

1. Passenger perception studies which aim to understand the experience of our passengers.
2. Airport Service Quality Monitor which quantitatively measures the actual service provisions at airports of ACSA from the time the passenger parks the car through to departure on the aircraft and from arrival at the airport through to finding road transportation to their required destinatio

We are committed to understanding and creating an efficient level of service which will be remembered favourably by the passenger who travels by air.