Kuwait Airport’s T4, first step to become Middle East’s hub through partnership
IIAC making efforts to shift the paradigm of T4 operation
KUWAIT: Travelers using T4 often praise how fast the departure process is and how clean its facilities are. The time taken from check-in to the gate at T4 averaged around 20 minutes, which is much faster than the international organization’s (IATA) recommended standard of 40 minutes.
Incheon International Airport Corporation (IIAC) is a world-class airport operator, having awarded as the No 1 airport worldwide for 13 consecutive years by ACI (Airport Council International). It has been top ranked for more than 10 years in the World’s Airport Award by Skytrax and is also awarded as the “World’s Best Terminal” and the “World’s Best Transfer Airport” in 2020. More than 70 million passengers used the airport last year being served world best service. Based on this know-how and stabilized operation over the past two years, IIAC aims to make 2021 the first year to focus on planting world class services at T4.
Kuwait has the best conditions to become a new hub airport in the Middle East, as shown by its high transfer rates. What Kuwait needs to become a hub airport in reality is the world-class service transplantation by global operator as shown in the Dubai’s case. IIAC is making utmost effort to shift the paradigm of the airport operation based on the long friendly relationship between Kuwait and Korea.
1. Level up to the world class terminal operation
World class airport service shall not be realized in short time without strong fundamental readiness, changes in service mind and strong aviation policy. IIAC aims to level up T4’s operation to the world class based on our experiences as the world best airport, advanced operation procedures & systems.
Based on the contract between Civil Aviation and IIAC, IIAC has carried out the operation, development and maintenance of T4. Total number of 572 staff covers maintenance of mechanical, electricity, ICT, civil engineering, architecture, operation of the AOC, passenger service, security, cleaning service, commercial and airport operation training of Kuwaitis. We have provided 80 more staff than the contracted staff number of 491 for the stable operation of T4.
Kuwait Airways is responsible for the airline’s ground handling (check-in, boarding and de-boarding, cargo and baggage loading and unloading, fuel supply, etc.) in T4, one of the major business areas for airlines worldwide. The KAC has no involvement in the operation and maintenance of T4 except for airline business areas, but IIAC operates T4 in cooperation with the KAC.
In order to establish world-class operating procedures in T4, 13 SOPs were established based on Incheon International Airport’s Standard Operation Procedure (SOP). In addition, the company aims to improve service levels by establishing Key Performance Index (KPI) and conducting customer satisfaction surveys. To encourage not only the improvement of airport operation services but also airline services, we have signed an SLA with Kuwait Airways to oversee and evaluate the services.
IIAC is in charge of maintenance for T4 with cooperation of Cengiz, the construction company of T4. For the efficient maintenance of terminal facilities, it is a worldwide practice for airport operators to sign a contract with terminal construction companies for maintenance. Incheon makes it efficient through thorough maintenance planning.
Our utmost efforts in Kuwait not only limited to work scope of the contract but also strong cooperation & partnership between the countries to realize regional aviation development strategy in Middle East area.
2. Maximized revenue contributing
Kuwait government’s finances
Based on the know-how from the experience of operating the world’s most selling duty free shop, IIAC has contributed to the Kuwaiti government through the maximized commercial revenue generated from T4’s successful biddings. The aeronautical and nonaeronautical revenue from T4 is expected to cover all of T4’s construction costs within the next couple of years and will continuously contribute to the welfare of the people of Kuwait. All revenues from T4’s operation belong to the Kuwaiti government, and not even 1KD is attributed to the Incheon. IIAC is only collecting rent on behalf of DGCA under the contract with Civil Aviation. The rumor that IIAC takes a certain percentage of rent is misunderstanding of the deposit collected in preparation for unpaid rent payments and damage to the airport facilities. This deposit shall be returned to the concessionaires when the contract is over.
3. T4’s security services recognized
by international organizations
T4’s security service has been accredited by TSA (Transportation Security Administration of US), enabling KAC’s direct flights for New York. T4’s security staff has been trained and guided by qualified and experienced Korean security experts. T4’s security operation has shown an excellent performance achieving a higher score than other terminals at the ICAO’s inspection, reaching historical record for Kuwait International Airport. T4’s security service has been accredited by 3 main international organizations including ICAO (Int’l Civil
Aviation Organization), DFT(Dept. for Transport, UK) and TSA.
During the first phase of operation started in 2018, all the security staff has been trained by the Korean instructors and certified by DGCA according to the Kuwaiti Civil Aviation Security Program. After that they were trained at MoI’s training center supported by MoI. But after IIAC’s Aviation Security Training Center was built at T4, IIAC have been training all security staff on a regular basis and all 230 staff has qualified certifications.
4. Rapid airport procedures and improvement on airline punctuality
Delay and long process times, which have been chronic problems with Kuwait’s airport services, were the top priorities that Incheon Airport wanted to solve. Based on the efficient airport operation and service level agreement in cooperation with KAC, Kuwait Airways has ranked eighth in the world in terms of punctuality in 2019. In addition, the time taken from check-in to the gate at T4 averaged around 20 minutes, which is much faster than the international organization’s (IATA) recommended standard of 40 minutes.
Incheon International Airport will not stop and start a new journey for better service by strengthening the cooperation between stakeholders.
Level up to world class terminal operation at T4
5. Raising the next leading generations
IIAC tries its best to follow government policy on ratio of Kuwaiti employment, focusing on training of the next leading generations for Kuwait. Nevertheless, as 380 janitors and security staff takes almost 75 percent of the total employment, it is clearly groundless rumor that the cost for an employee takes KD 1,300. It is just a division result of 1-year budget KD 7.7 million by the number of staff. How can we run T4 without any expense, only spending budget for salary?
IIAC provides professional training courses, including education at Incheon International Airport in Korea every year so that Kuwaiti employees of DGCA and IIAC can experience advanced airport services. IIAC believes that those trained young Kuwaitis will lead the next generation airport in Kuwait. Thanks to this effort, all the employees are qualified and certified by the International standard if necessary, and showing good performance.