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Montréal-Pierre Elliott Trudeau International Airport uses ARINC Managed Services to handle its IT service and support needs
ADM faced some challenges when it took over, primarily maintaining two airports—with similar missions—serving one city. In 1995, ADM announced that it would invest heavily to modernize Montreal-Trudeau and later, it was chosen to receive all passenger flights. To update and facilitate travel, the airport added common use passenger processing (CUPPS) capabilities to help reduce costs and improve the passenger experience. Since 2000, ADM has invested nearly $1.5 billion in Montréal–Trudeau's infrastructures and facilities. The terminal, which has been expanded and modernized, now meets the industry's highest standards. To handle the maintenance and support of the airport's key systems, the Airport Authority turned to ARINC, which has over 80 years of industry experience. ARINC's on-site team is comprised of seven technicians and one Site Manager who oversee the maintenance and support of a wide variety of IT systems, peripherals, and software solutions, including 400 CUTE systems and 140 kiosks, check-in, drop-off and irregular operations counters. The team also support's the airports baglink software system, helps manage core room connectivity, and maintains the self-tagging kiosks.
The relationship between ARINC and ADM is vital to the smooth operation of the airport. "We have an exceptional working relationship with the on-site team," notes Paolo Sbragia, Passenger Systems Coordinator for ADM. The ARINC site manager works hand-in-hand with the airport as a member of both the CUPPS Operations Committee and the Steering Committee, which make tactical and strategic decisions regarding the deployment of the systems. They meet regularly to review and discuss user issues, system performance and plans for changes or upgrades. "ARINC's team has been intimately involved with — and in many cases has led—a variety of airline-specific changes and system-wide enhancements," continued Sbragia. "ARINC works with each airline or handling agency to ensure that their particular needs are met or exceeded — without compromising the performance enjoyed by other users." ARINC's approach is not only to respond to maintenance calls, but to prevent them from happening. ARINC performs preventive maintenance on all workstations, peripherals and kiosks on a quarterly basis, as well as daily checks of the core room, which includes all of web servers, gateways, and routers and switches, and "walk-arounds" to proactively check equipment. To ensure accurate asset management, inventory information is maintained, including accurate location and quantity data. Because of the emphasis on preventative maintenance, proactive monitoring, and problem management, the airport's calls avoided often exceed the number of trouble tickets recorded. The ARINC team also assists with the installation and maintenance of other key systems. In August 2009, the airport added a new "transborder" sector for departures to the United States. The new, totally automated sorting room for outbound baggage is among the most sophisticated in the world. Passengers on scheduled and charter flights are now able to check in and complete U.S. security and customs formalities more efficiently. "The number of integrated systems and the complexity of the technology required to support the transborder sector is remarkable," Sbragia said. "ARINC brings tremendous value to ADM because of the skill set of its technicians. They go well beyond 'break/fix' support and provide us with the ability to monitor and debug highly sophisticated passenger processing systems, which would be overwhelming to others. Because they are experts at what they do, we can focus on what we do—running a highly efficient national airport."
"The quality of ARINC's support is exceptional," notes Paolo. "The team does whatever it takes to resolve problems and often fixes issues that are not their responsibility. With their support, we have reduced costs and improved our operational performance. The overall result of ARINC's work with Montreal-Trudeau has been a tremendous benefit for the airport authority, the airlines and the passengers. We are very satisfied with ARINC." Share: |
Located in Quebec, Aéroports de Montréal (ADM) is responsible for overseeing operations at both Montréal-Pierre Elliott Trudeau International Airport (formerly Dorval Airport), and Montréal-Mirabel International Airport. A privately-held non profit organization, ADM took over operations of Montréal-Trudeau airport in the early 1990s from the federal government, who operated the airport up to then.
ARINC's performance at Montréal-Trudeau has been outstanding. Being able to measure and track IT performance enables ARINC to demonstrate that the team is meeting – and exceeding – its Service Level commitments. As Canada's 3rd largest airport, the team handles a significant call volume but consistently exceeds its Service Level Agreements—often achieving a 99% result. Beyond the SLA performance, ARINC contributes valuable insight into airport operations. ARINC's monthly trend analysis on the systems it supports provides feedback to ADM regarding reoccurring problems that may require further investigation. The team has received extremely high customer satisfaction ratings, indicating ADM's happiness with their work.
Montreal-Trudeau is moving to 2D bar coding and ARINC has been a key part of this initiative, too. ARINC assisted many of the airlines converting to IATA-standard 2D printing by making sure all boarding pass printers were 2D capable and loaded and printing properly. This helped speed up the general check-in process and save money while still maintaining security standards. This type of special assistance is typical of the support that AMS provides to ADM.
