Annual Report - Aéroport Marseille Provence

Annual
Report
2012
A record-breaking year!
Sommaire
1 Key data
2 - 3 Editorials
4 - 5 Highlights from 2012
6 - 8 Traffic results
9 - 10 International traffic
11 Domestic traffic
12 - 13 Charter traffic
14 - 15 Cargo
16 Aircraft
17 - 18 Passenger profiles
19 - 21 Retail activities
22 - 25 Promotion and communication
26 - 27 Quality & Safety
28 - 29 Environment
30 - 31 Investments
32 Financial results
33 - 34 Commission members
Données clefs
The Marseille-Provence Chamber of Commerce and Industry (CCIMP) has run the airport since
1934.
In 1987, the French State renewed the concession for a further thirty years.
Civil airfield open to public air traffic.
Open to international traffic
Opening hours: 24/7
Ranked category A (for long-haul services provided normally in all circumstances)
AIRPORT STATISTICS
620 hectares with 2 runways, 1 of which is category III (Runway 1)
Runway 1: 3.500m x 45m, orientation 13/31
Runway 2: 2.400m x 45m, orientation 13/31
Open 24/7
Capacity:
11.5m passengers
95 check-in desks
40 boarding gates
55 aircraft parking bays
25 bays alongside the terminal
and 30 remote bays
PASSENGER TRAFFIC
8.295.479 passengers (+12.7% on 2011)
AIRCRAFT MOVEMENTS
123.711 aircraft movements, including 101.113 commercial movements
CARGO
53.026 tonnes (2nd regional airport in France)
58.502 tonnes including postal freight
ROUTE NETWORK IN 2012 (SUMMER)
120 scheduled routes to 86 cities and 91 airports, linking Marseille directly to 33 countries.
28 scheduled airlines operate at the airport.
TURNOVER
123.5 million euros excluding taxes
INVESTMENTS
26.4 million euros excluding taxes
EBITDA
34.2 million euros excluding taxes
NUMBER OF EMPLOYEES AT THE AIRPORT
4.856 employees, including 352 employed by the CCIMP
Marseille-Provence Airport has been managing the civil zone at Aix-les-Milles airfield since 1980.
1
Jacques Pfister
President of Marseille-Provence Chamber of Commerce and Industry
A landmark year
2012 will go down as a landmark year in the history of MarseilleProvence Airport. For the first time, traffic exceeded 8 million
passengers. This record strengthened our position within
France’s TOP 3 regional airports – Marseille-Provence is now
right behind Lyon. It also constituted the 4th biggest traffic
increase among the top 80 European airports, right behind
Moscow Sheremetyevo and Istanbul Ataturk.
Such growth is far from a simple stroke of luck! It is rooted as
much in the economic and tourism appeal of our region as
in efforts deployed by Airport teams. They assist airlines and
attract new ones, and foster an «appetite» for Provence around
the world as well as «wanderlust» among our compatriots.
2012 saw the Air France base grow from strength to strength
with a broader network of routes, and the development of
Ryanair, more faithful than ever to Marseille.
2012 was also marked by the arrival of a long-haul carrier, XL
Airways, positioned on Reunion Island, Mayotte and soon...
New York.
Finally, 2012 at last brought the start of an upturn in traffic to the
Maghreb after two very difficult years.
New records were set – cargo, number of passengers in a day,
number of direct scheduled routes – and the shops and eateries
at the Airport were completely overhauled.
Above and beyond these internal factors, the economic impact
that Marseille-Provence Airport has on the region is not to be
neglected. In 2010, a survey calculated that revenue created
directly and indirectly by business at our Airport amounted to
3.2 billion euros. The next version of this survey, launched on the
basis of 2012 traffic figures, will without doubt confirm MarseilleProvence Airport’s considerable contribution to the status and
reputation of the region.
2013 will bring the title of European Capital of Culture to
Marseille-Provence, and an opportunity to reveal how the region
has been transformed. Almost six hundred and sixty million
euros have been invested in major cultural facilities that will
draw visitors to our region in the future.
2
Jean-François Brando
President of Marseille-Provence Airport
Successful new services at a
groundbreaking airport
2012 was a year of innovative passenger relations, both in
terms of communication and range of services. Dialogue is
now interactive and modern, more «mobile» and specialised.
Our retail offering reflects the changes: Autogrill and Relay
contracts were renewed, supported by investments of
10 million euros - 2 for the Airport, which now boasts a
thoroughly modern array of shops (restaurants, consumer
goods) epitomised by world-renowned brands such as
Starbucks and Burger King.
Less visible but just as strategic were efforts channelled
into services that set us apart and make the passenger
experience simple and serene. After extending our fast
tracks and refitting security checkpoints in various halls, an
automated border control system, PARAFE, was brought
into service in 2012, as was the P10 car park for frequent
flyers, offering parking spaces next to the terminals and
reservations on the Airport’s website. And the website was
totally redesigned, too, featuring new flight search engines
and thorough, interactive information about destinations.
Internet has thus become a one-stop shop for innovative
services: the P10 car park, car park subscriptions, fast tracks,
VIP lounges, etc. And in 2012, the boarding card became the
main document for accessing these new services, thanks to
barcode scanners.
If an airport is to grow, it obviously needs to open new routes.
But this will only happen if it innovates in the fields of services
and technology, too.
3
Highlights
January
• Prices on the shuttle bus between Marseille and the Airport
went down from €17 for a return ticket to €12.80. A combined
RTM ticket is now attractively priced at €8.50 one way. Public
transport is an increasingly popular choice for getting to and
from the Airport.
• Concessions renewed for Autogrill (10 years) and Relay (6
years).
• First information sharing meetings to keep the employees of
the different businesses at the Airport informed of its overall
strategies, projects and growth perspectives.
March
• At the start of the summer season, Air France and Ryanair, the two leading airlines at the Airport, were
operating a total of 62 routes – almost twice the number running at the same time in 2011.
Vueling and Norwegian launched flights to Barcelona and Copenhagen respectively.
• From the 12th to the 17th, Marseille hosted the World Water Forum. The Airport went all out to handle
delegates attending an event partnered by the Marseille-Provence Chamber of Commerce and Industry.
• At the end of the month, Internet reservations opened for a new car park, the e-P10 (from €12 per day).
Located close to the terminal buildings, it is intended mainly for frequent flyers.
• From the 2nd to the 31st, the «mp Tour Bus» combed the region with its partners, informing the public
about new air routes, describing the latest services at the Airport, and giving details of public transport
solutions for getting to the Airport.
June
• The Airport’s new website was brought into service, featuring a separate page for each and every
destination in the network, interactive articles, videos of passenger interviews, and a «smart» FAQ section.
• On the 8th of June, Air France launched a twice-weekly flight to Berlin, linking yet another capital city to
Marseille!
• On the 30th, the automated biometrics-based service for speeding through border control, called PARAFE,
was deployed for the first time in a French provincial airport.
July
Laurent Magnin, President of XL Airways, announced the launch of direct flights to Reunion Island and
Mayotte for December. A new long-haul carrier for Marseille!
August
• 24.1% more passengers than in August 2011. The strongest traffic increase in any one month for five
years was driven essentially by new Air France routes and Ryanair’s return in force.
• On the 18th of August, the Airport also broke its record for traffic in a day: 33.954 passengers.
• On the 31st, a Starbucks café opened in Hall 1. This is the biggest symbol of the complete overhaul of
the Airport’s retail facilities.
September
• On the 6th, the president of XL Airways announced in Marseille the launch of direct flights to New York and
to Punta Cana (Dominican Republic) from spring 2013. A huge achievement for the Airport!
• Launch of the e.kiosk portal for travel agents. They use it to reserve products and services at the Airport
such as parking at the P10 e-car park, quarterly car park and fast track subscriptions, parking in the lowcost car park, access to VIP lounges, and the «Pack Maxi Privilège».
4
Highlights
October
• On the 28th, British Airways operated its first flights (3 per day) to London Heathrow rather than Gatwick, thus
opening up new flight connections via London’s mega-hub!
November
• Arrivals halls were decked out in the colours of «MarseilleProvence, European Capital of Culture 2013», making sure that
passengers were aware of this outstanding event. Thousands of
extra visitors are expected in 2013.
• New pricing scheme for the low-cost parking option, called
«Chèque-Parking»: €30 for 3 to 8 days and €40 for 9 to 16 days.
The low-cost car park continues to be a huge success, with over
300 reservations per day (average figure when launched).
• On the 15th, the new Marionnaud perfumery opened landside
in Hall 3.
• On the 22nd, Marseille hosted France’s national conference
on airport quality, the Assises Nationales de la Qualité en Aéroport, for the first time. Almost 300 delegates including teams from mp Airport - gathered at a venue in Marseille, the Palais du Pharo, to discuss initiatives
and projects.
December
• On the 4th, Laurent Magnin, President of XL Airways, christened
that airline’s new Airbus A330-300 at the Airport.
• On the 6th and the 12th, XL Airways launched its first flights to
Reunion Island and Mayotte respectively.
• On the 14th, for the very first time in its history, the Airport
handled its 8-millionth passenger in any one year. Mrs Carole
Loeby-Boutin was accompanied by her husband as she flew in
on an Air France flight from Moscow.
• Marking a further phase in the overhaul of the shops and
restaurants at the Airport, Burger King opened in Hall 1 on
the 22nd. The brand thus marked its return to France after an
absence of several years. When the announcement was made some three weeks earlier, it was the most
tweeted bit of news in France!
• In 2012, 120.000 passengers travelled to or from the Airport by train via the Vitrolles-Aéroport MarseilleProvence (VAMP) railway station. This figure is 84% higher than that of 2011.
• With 8.3 million passengers in 2012, the Airport gained almost 1 million passengers in one year. The 12.7%
traffic increase was the highest among major French airports and the 4th-highest among Europe’s leading
airports.
5
Traffic results
OVER 8 MILLION PASSENGERS NOW BETTER «CONNECTED»
With 8.3 million passengers, traffic at the Airport was up by 12.7% compared to 2011. This was the second
biggest annual increase for 10 years and the 4th biggest among Europe’s 80 leading airports, well ahead
of Bordeaux, Toulouse, Nice and Lyon as well as Berlin Tegel, Milan Bergamo and Geneva, for example.
This spectacular rise was due mainly to the conjunction of two phenomena: the blossoming of Air France’s
base, which opened at the end of 2011, offering a broader range of low-cost flights in France and Europe;
and Ryanair taking root in Marseille, operating over 30 direct services out of Terminal mp² in the summer
season. With 3.2 million and 1.6 million passengers respectively, the 2 airlines increased their traffic by
23% and 37%.
As a result, the French provinces and Europe had a heyday, gaining over 800.000 passengers in all. Longand medium-haul traffic also fared well, with increases to the Lebanon, Israel, Canada and the Dominican
Republic. Even traffic to North Africa perked up with a 14.5% increase and improved results for Tunisia,
Morocco and Algeria.
The only negative points were Reunion Island (-14% due to the withdrawal of the Corsair service), Paris
(-2%), Corsica (-2.6%), and charter traffic, which continued to decline (-15%) in the face of competition
from low-cost options and travel agencies booking their passengers on scheduled flights.
A record year, then, including for annual traffic at mp² (1.8 million), for the number of scheduled routes
(120), for cargo (53.026 tonnes), and for the number of people using public transport to get to the Airport
(1.05 million).
These increases went hand in hand with unprecedented efforts in the field of services: a new website, new
«mobile» products (P10 car park, access to VIP lounges, fast tracks, etc), the biometrics border control
PARAFE… and last but certainly not least, a completely revamped range of shops in all Halls. This lengthy
project will be completed during the first half of 2013.
TRAFFIC RESULTS AND VARIATIONS (2012/2011)
Commercial aircraft movements
101,113
+ 5.4%
8,295,479
+ 12.7%
Local nationals
3,728,277
+ 10.8%
Local internationals
4,445,586
+ 15.2%
121,616
- 12.8%
6,154,057
+ 9.1%
1,859,661
+ 22.8%
281,761
– 15%
53,026
0%
5,476
– 9.2%
Commercial passengers (local+transit =1 time)
Transit
Passengers on traditional scheduled flights
Low-cost passengers
Charter passengers
Cargo (in tonnes)
Post (in tonnes)
7%
.
2
1
+ ssenger
pa
c
traffi 1
1
on 20
6
Traffic results
EVOLUTION OF PASSENGER TRAFFIC IN 2012 AND VARIATION ON 2011
1000000
800000
600000
400000
+ 6.7
+ 9.5
+ 15.8 + 19.1 + 17.2
+ 14.4 + 14.9 + 24.1
+ 16.2
+ 4.0
+ 6.5
- 2.0
Mar
Apr
May
Jun
Jul
Aug
Sep
Oct
Nov
Dec
200000
0
Jan
Feb
NUMBER OF DOMESTIC AND INTERNATIONAL PASSENGERS IN 2012
AND VARIATION ON 2011
45.60%
54.4%
Domestic
3,728,277
+ 10.8%
including
International
4,445,586
+ 15.2%
2,726,639
+ 17.2%
European
Union
2,498,775
+ 14.6%
Rest of
Europe
227,864
+ 56.6%
North Africa
1,466,904
+ 14.5%
Rest of Africa
35,142
– 25.6%
Rest of world
150,267
+ 18%
DOM-TOM
76,599
- 7.1%
including
Paris
1,632,164
– 2%
Orly
990,907
– 2.6%
Roissy
641,257
– 1.2%
Provinces
1,446,866
+ 40.1%
Corsica
648,301
– 2.6%
Europe
7
Traffic results
TOP 10 DESTINATIONS
Number of commercial passengers and 2012/2011 variation
1 Paris-Orly
990,907
– 2.6%
2 Paris CDG
641,257
– 1.1%
3 London
429,572
+ 4%
4 Nantes
330,093
+ 22.9%
5 Lille
276,078
+ 37.8%
6 Bordeaux
257,215
+ 46%
7 Ajaccio
252,583
– 2.3%
8 Algiers
246,466
+ 19.8%
9 Bastia
237,233
– 3.9%
10 Amsterdam
209,551
+ 9.3%
TOP 10 AIRLINES
Number of commercial passengers and 2012/2011 variation
1 Air France
3,210,273
+ 23.3%
2 Ryanair
1,558,539
+ 36.7%
3 Air Corsica
648,458
– 3.8%
4 Lufthansa
369,126
0%
5 Air Algérie
310,716
+ 2.5%
6 Aigle Azur
241,659
+ 15.9%
7 British Airways
202,499
+ 12%
8 Tunisair
190,038
+ 18.2%
9 Royal Air Maroc
172,180
– 26.3%
10 KLM
142,247
– 25.8%
TOP 7 LOW-COST AIRLINES
Number of commercial passengers and 2012/2011 variation
1 Ryanair
1,558,539
+ 36.7%
2 Easyjet
125,170
+ 9%
3 Jet4You-Jetairfly
78,113
+ 66.2%
4 Pegasus Airlines
47,020
+ 18.8%
5 Vueling Airlines
33,900
ns
6 Aer Lingus
15,532
+ 5.7%
7 Norwegian
1,986
ns
8
International traffic
Number of passengers/Variation on 2011
Local international passengers
4,445,586
+ 15.2%
Europe
2,726,639
+ 17.2%
Germany
462,975
+ 3.5%
Great Britain
458,665
+ 4.9%
Spain
388,568
+ 11.4%
Italy
336,184
+ 92.4%
Netherlands
273,408
+ 17.4%
Belgium
197,605
– 2.2%
Portugal
142,677
+ 12.7%
North Africa
1,466,904
+ 14.5%
Algeria
590,652
+ 9.7%
Morocco
576,676
+ 18.4%
Tunisia
299,576
+ 17.3%
Africa (excl. North Africa)
35,142
– 25.6%
DOM-TOM
66,634
– 13%
150,267
+ 18%
including
Rest of world
RECORD TRAFFIC LEVELS AND ALMOST ALL INDICATORS GREEN
International traffic increased by almost 600.000 passengers compared to 2011, totalling 4.45 million in
2012. This was one of the highest growth levels recorded in recent years, taking the proportion of total
traffic to 54.4%, compared to 52.4% in 2011.
The increase was mainly thanks to the effect of the Air France base and the dynamism of Ryanair traffic.
These are the two leading airlines at the Airport. Air France’s new operational model (launched in October
2011) was in place for the entire year. It reaped the benefits of good load factors on new international
routes to Berlin, Moscow, Venice and Istanbul to name but these, and of more attractive prices on most of
its network. Meanwhile, Ryanair enriched its international programme with new services to Palma, Zadar,
Oujda and Groningen, for example.
Traffic levels were also favourably impacted by an upturn in business to North Africa, getting back to – and
even exceeding – 2010 figures with 1.47 million passengers.
Two new airlines launched international services from Marseille: Vueling to Barcelona and Norwegian to
Copenhagen.
The only segments to decline were traffic to black Africa and French overseas territories and departments.
EUROPE AT ITS PEAK!
Over 2.7 million passengers! Never before in the history of the Airport has the level of traffic to Europe
been so high. Annual growth of 17.2% exceeded the already outstanding 12% increase recorded in 2011
compared to 2010.
The majority of the 400.000 extra passengers flew to the Airport’s main markets. Germany (+3.5%)
benefited from Air France’s new route to Berlin and from Lufthansa’s continued performance to Munich
(+6.2%), compensating for a fall in traffic to Frankfurt (-6.9%). Great Britain (+4.9%) was boosted by the
successful launch of the British Airways flight to London Heathrow and improved results to Edinburgh
9
International traffic
and Bristol. Spain was a winner (+11.4%) benefiting from more flights to Barcelona thanks to the arrival of
Vueling (+66.1%) and the launch of direct scheduled flights to Palma (Majorca) and Ibiza.
The most spectacular growth however was generated by Italy: +92.4%! Air France’s services to Milan,
Rome and Venice proved to be a total success, accounting all in all for over 200.000 passengers. These
results were rounded off by the performance of the Palermo route (+41.3%, scheduled and charter flights
combined).
The Netherlands and Portugal also performed well: +17.4% and +12.7% respectively. The former benefited
from Amsterdam being a hub and from Ryanair padding out its service to Eindhoven (+30.1%). The latter
flourished thanks to the increase in the Irish airline’s traffic to Porto (+25.7%).
Finally, a host of «small and medium» destinations showed up in force (or kept up the good work): Croatia
(+124.5% thanks to Ryanair’s new flight to Zadar); Denmark (20.450 passengers on Norwegian’s flights to
Copenhagen); Greece (+33.9% thanks to Marseille-Athens by Air France); Russia (49.000 passengers on
the new Air France service to Moscow); the Canaries (+58.3% with charter flights to Tenerife and
Fuerteventura); Turkey (+8% with new Air France services and Pegasus Airlines to Istanbul).
Out of all the markets with over 100.000 passengers per year, only Belgium saw traffic figures fall (-2.2%
due to a drop in traffic to Brussels).
NORTH AFRICA PERKING UP...
After the negative impact of the Arab Spring in 2011, traffic to the Maghreb started to pick up again
(+14.5%). With 1.47 million passengers, the figures even exceeded the record established in 2010 (1.45
million). Traffic picked up in all three Maghreb countries. Traffic to Algeria, the biggest market, increased
by almost 10%, thanks notably to performances by flights to Algiers (246.000 passengers, +19.8%), Setif
(+39.7%) and Bejaia (+8.2%).
Morocco is in better shape (+18.4%). Although charter traffic to Morocco continues to fall (8.071
passengers, -64%), this decline is counterbalanced by constantly increasing services by low-cost and
scheduled airlines. Marseille offers direct flights to seven destinations in Morocco. The highest growth
rates were achieved by Marrakech (+39.5%), Tangiers (+43.5%) and Oujda (+41.7%).
Tunisia is not back to its 2011 levels yet, but hovered on the fringes of the 300.000 passenger mark. Traffic
to Tunis and Djerba enjoyed a fresh lease of life.
… BUT THE «REST OF AFRICA» DOWN IN THE DUMPS
After the drop of 45.6% in 2011, traffic has shrunk by a further 25.6% to 35.100 passengers. There are no
more direct scheduled flights to black Africa other than to Madagascar (+37.3% to Tananarive). Charter
traffic to Dakar receded by 35.5% (tourists are no longer going to that country), and charter traffic to Egypt
plummeted once again (11.500 passengers, - 27%) because of the political climate.
FRENCH OVERSEAS TERRITORIES DOWN; REST OF THE WORLD UP
2012 saw the arrival of a new service to one of France’s overseas departments, Mayotte. The XL Airways
flight was launched in December, too late in the year for it to have any impact on statistics.
Air Austral flies all year round between Marseille and Saint-Denis de la Réunion; traffic was down by
13.9%, but a new service, again operated by XL Airways, was added from December.
Results were good for the remaining medium- and long-haul destinations (+18%). Air Transat increased its
traffic to Canada (+11.6%), thanks to a main flight to Montreal (50.900 passengers, +18.7%) and despite
lower figures to Quebec (-15.1%). The Dominican Republic, with a flight to Punta Cana, did well (14.400
passengers, +7.2%). Israel progressed (+12.9%). And the Lebanon featured in the charts with a new Air
France flight to Beirut (to be discontinued).
10
Domestic traffic
2012 DOMESTIC TRAFFIC
Number of passengers/Variation on 2011
Local domestic passengers
3,728,277
+ 10.8%
Paris
1,632,164
– 2%
Provinces
1,446,866
+ 40.1%
648,301
– 2.6%
Corsica
THE PROVINCES LEAD
With 3.7 million passengers, domestic traffic shot up by 11% compared to 2011. This was due solely to
«rocketing» numbers of passengers travelling to and from other provincial towns and cities (+40.1%). The
sharp rise was fuelled on the one hand by the success of the Air France base, functioning for its first full
year and with a broader palette of low-cost flights, and on the other by the excellent results achieved by
Ryanair’s stronger year-round and seasonal programmes, featuring seven very popular regional capitals
and medium-sized towns.
Traffic to Corsica fell by 2.6%.
MARSEILLE–PARIS: SLIGHT CONTRACTION
Traffic to Paris went up in 2011. In 2012, it fell by 2%.
Traffic to Orly fell slightly (-2.6%), losing 27.000 passengers.
Roissy CDG remained relatively stable at -1.2%. Direct Air France flights between Marseille and a variety
of European cities (Athens, Berlin, Beirut, Copenhagen, Eindhoven, Moscow, Prague…) mean that some
travellers no longer need to go via the Roissy hub to get to their final destination.
11
Charter traffic
PENALISED BY AIRLINE STRATEGIES AND THE ARAB SPRING
With only 281.761 passengers, charter traffic fell once again (-15% compared to 2011), chalking up one of
its lowest scores over the past 10 years.
This decline can be explained by several structural and economic factors:
• Competition from low-cost airlines is increasing in markets that were traditionally occupied by charter
airlines. The example of Morocco illustrates this as the years go by. Clients prefer to put together
«homemade» packages, purchasing a low-cost flight and making their own hotel reservation. Although
Morocco attracted 18% more passengers than in 2011, thanks to unequalled offerings of scheduled
flights, charter traffic paled almost into insignificance (8.000 passengers, - 64%).
• Tour operators are taking advantage of wider offerings from scheduled airlines, opting en masse to use
the latter to transport their clients. This is the case of French tour operator Marmara for Morocco. Instead
of chartering, it opts for scheduled Jetairfly flights to Marrakech and Agadir. Héliades prefers to use the
new Air France flight between Marseille and Athens rather than setting up charter flights.
• The charter airlines themselves are migrating towards low-cost or hybrid models. XL Airways, for
example, which used to operate under the “charter” regime, is now selling «flights only» to the general
public (Dominican Republic, Reunion Island, Mayotte, etc).
• The effects of the Arab Spring can still be felt. As soon as an unfavourable event takes place in the
Maghreb or in the Middle East, all destinations in the region suffer (charter traffic to Egypt down 27%).
• As a consequence, tour operators scaled down their programmes departing from Marseille-Provence
in 2012. This was the first year to see Marmara put an end to an annual series of flights to Tunisia in the
month of December. It did not fly into Antalya, either, one of its destinations in previous years (Turkey down
28%).
But there was some good news, too, in 2012 - for the Canaries and Italy. Due to the rather unfavourable
political climate in the Maghreb, tour operators turned to different destinations. The Canaries were the first
to benefit (+78%). This destination boasts several advantages: a 4-hour flight, a pleasant climate all year
round, and quality hotels. FRAM-Plein Vent, Top of Travel and Thalasso No.1 programmed it all year round
(and that was a first).
Italy made remarkable progress too (+15%), thanks to reinforced charter programmes by Donatello, FRAM
and Look Voyages to Palermo and Catania.
12
Charter traffic
TOP 10 COUNTRIES FOR CHARTER FLIGHTS IN NUMBER OF PASSENGERS
1 Turkey
58,117
- 28%
2 Greece
45,618
- 13%
3 Tunisia
40,856
+ 2%
4 Spain
22,831
- 23%
5 Italy
20,285
+ 15%
6 Dominican Republic
14,038
+ 4%
7 Croatia
12,832
+ 2%
8 Canary Islands
11,590
+ 78%
9 Egypt
11,497
- 27%
8,071
- 64%
10 Morocco
GEOGRAPHICAL BREAKDOWN OF CHARTER TRAFFIC
Morocco + Tunisia 17.4%
(- 1.4 pt vs 2011)
Mediterranean (other) 29.3%
(+ 5.7 pts vs 2011)
Sub-Saharan Africa + Rest of Africa 3.2%
(- 2.2 pts vs 2011)
Turkey + Greece 36.8%
(- 3.3 pts vs 2011)
Northern and Eastern Europe 4%
(- 0.5 pt vs 2011)
Trans-Atlantic 5% (+ 0.9 pt vs 2011)
Continental France 2.4% (+ 0.3 pt vs 2011)
Middle East 1.8%
(+ 0.5 pt vs 2011)
13
Cargo
SAME QUICK PACE AS 2011,53.026 tonnes of air cargo handled in 2012:
thanks to seven extra tonnes, the 2011 record was broken! Although
this constituted the 5th consecutive annual increase, MarseilleProvence nevertheless slipped down into 3rd position in the French
airport rankings, below Paris and Toulouse: the A350 programme
boosted cargo traffic at Blagnac.
Express cargo continues to account for the lion’s share with 87.5% of traffic and 99% of cargo aircraft
movements.
In total, the volume in 2012 was more or less the same as the previous year, but disparities come to
light when breaking the figure down. DHL’s figures went down (-11.3%), whereas Europe Airpost’s rose
significantly (+14.2%), putting it back in the lead and overtaking TNT, whose traffic declined by 3%. All in
all, e-commerce, which is the main user of express cargo services, resisted well in a context of crisis.
Traditional cargo remained stable, getting things back on an even keel after a substantial fall in 2011. With
6.635 tonnes, it accounted for 12.5% of the volume of air cargo and 1% of cargo aircraft movements.
Postal traffic continued its sharp decline (-9.2%), with road and rail having become the preferred means of
transport of France’s postal service when transporting mail.
2012 CARGO TRAFFIC
Air cargo (in tonnes)
53,026
+ 0.0%
Cargo aircraft movements
9,529
+ 1.1%
Mail (in tonnes)
5,476
– 9.2%
BREAKDOWN OF AIR CARGO TRAFFIC
Tonnage and % of total traffic
Traditional cargo
6,635 tonnes : 12.5%
Express cargo
46,391 tonnes : 87.5%
14
Cargo
BREAKDOWN OF AIR CARGO PER EXPRESS CARGO AIRLINE (IN TONNES)
TNT 10,837 (-3%)
UPS 9,092 (+0.2%)
DHL 7,723 (-11.3%)
Europe Airpost 12,469 (+14.2%)
Bridges WW3,500 (-1.5%)
Chronopost (Rennes) 1,642 (-11.1%)
Fedex 1,128 (+4.5%)
BREAKDOWN OF AIR CARGO PER SCHEDULED OR CHARTER AIRLINE (IN TONNES
Air Corsica 1,873 (-2%)
(fret Chronopost pour Bastia et Ajaccio)
Air France 536 (+9.5%)
Russian charters 494 (+24.4%)
Royal Air Maroc 360 (+5.9%)
Air Austral 308 (+60.2%)
Air Algérie 2,211 (-6.3%)
Tunisair 160 (+20%)
Lufthansa 15 (-19%)
El Al 125 (-29.6%)
Air Madagascar 96 (+167.5%)
Air Transat 54 (-6.7%)
15
Aircraft
In 2012, 123.711 aircraft movements were recorded at the Airport (+2%); 101.113 of them were commercial.
Air France remained the leading airline at Marseille-Provence, accounting for over one quarter of movements
under its own name (27%, 33.411 movements). Since Air France opened its provincial base in 2011, only
one route of the airline called Régional remains (Strasbourg). All of the others are operated by Air France
under its own name (strategy linked to the opening of the base).
As over the past six years, the Airbus A319 remained the most common aircraft at the Airport with 23.381
movements, up 17%. This increase was linked to the development of the Air France base. In fact, in 2012,
the airline operated all of its flights with A319/320s (24% of traffic).
As the airlines continue to refresh their fleets, the family of Fokkers continues to dwindle (-40%). The
creation of the Air France base played a role in substantially reducing the proportion of smaller aircraft
(-48% Embraers, -42% Canadair Regional Jets).
The Boeing 737 family is being revamped with Winglet versions. The number of movements with this type
of aircraft increased by 30%, notably among scheduled airlines such as Air Algérie (+20%) and Royal Air
Maroc (+12%).
Movements by Boeing’s twin-engine long-haul aircraft, the B777, remained stable, whereas the B747
completely disappeared from Marseille-Provence Airport.
TOP 5 AIRCRAFT
1 A320 family
42.494 movements
34% of traffic
2 B737 family
25.982 movements
21% of traffic
3 ATR
8.746 movements
7% of traffic
4 CRJ
5.003 movements
4% of traffic
5 Embraer
4.511 movements
3.6% of traffic
BREAKDOWN OF MOVEMENTS BY AIRCRAFT TYPE IN 2012
B737 family - 25,982 (+ 12%)
ATR - 8,746 (- 5%)
CRJ - 5,003 (- 42%)
Embraer ERJ - 4,511 (- 48%)
Beech 1900 - 3,767 (- 1.8%)
A320 family - 42,494 (+ 28%)
BAE/ARJ - 1,991 (- 22.5%)
B757 - 1,778 (+ 5.5 %)
B767 - 1,322 (- 10 %)
B777 - 648 (- 1.3 %)
FOKKER - 508 (- 40%)
16
Passenger profiles
The following tables sum up the results of surveys carried out in 2012 at the Airport among departing
passengers (sample of 20.000 import and export passengers).
Sex, age and profession of passengers
mp1 sch*
mp²
charter **
Male
58%
49%
44%
Female
42%
51%
56%
under 25
11%
20%
11%
25-34
20%
24%
17%
35-44
24%
22%
17%
45-59
30%
24%
30%
over 60
15%
10%
25%
Working
78%
69%
70%
37%
22%
19%
22%
31%
30%
students
8%
17%
4%
retired
10%
9%
23%
managers
Non-working
*mp1 sch = scheduled flights departing from mp1
** charter = excluding flights operating out of mp²
As in 2011, the majority of passengers on scheduled flights out of mp1 were male and managers (business
traffic). The male/female split was more balanced at mp². The proportion of youngsters and students at
this terminal (low-cost flights) was substantial, although older age groups weighed in more heavily than in
2011.
Unsurprisingly, seniors and the retired continued to feature highly on charter flights.
Import and export passengers
mp1
Import
40%
mp2
Import
38%
Export
60%
Total trafic régulier
Import
40%
Export
62%
Export
60%
In 2012, there were 3% more «export» passengers departing from mp1 than in 2011 (61% compared to
58%; and also in 2012, there were 115.339 more «import» passengers than in 2011). This was mainly due
to the launch and reinforcement of several direct routes to international destinations in the south, within the
framework of the Air France base (Athens, Beirut, Istanbul, Casablanca and Marrakech plus Venice, Rome
and Prague), attracting new tourists and travellers.
17
Passenger profiles
REASON FOR TRAVEL
Other
VFR
(Visiting Friends & Relations)
VFR
35%
20%
Leisure
Other
Business
3%
(Visiting Friends & Relations)
mp1
42%
Leisure
3%
Business
10%
26%
mp2
61%
The most striking trend in 2012 was the increased preponderance of leisure traffic on scheduled flights
departing from mp1, up 4% on 2011 (42% vs 38%). Air France’s new routes - many heading to holiday or
short break destinations (Athens, Istanbul, Marrakech, Rome, Prague…) - had a positive impact on export
traffic and go some way to explaining this evolution.
Getting to the airport
Taxi
Hire car
Hotel shuttle
3%
7%
11%
33%
Drop-off
17%
Public transport
29%
Private vehicle
18
Retail activities
A YEAR OF METAMORPHOSIS
2012 was a particularly rich year, marked by one of the biggest overhauls of the retail offering at the
Airport. Within a matter of months, 100% of the shops and eateries in mp1 had been completely reworked.
Prepared well in advance, the project was implemented as soon as the Autogrill and Relay concessions
were renewed, at the end of 2011.
The first shops were delivered mid 2012, opening in succession until December and set to continue
throughout the first quarter of 2013. As passengers make their way through the airport, they now have
access to an up-to-date range of shops and eateries worthy of Europe’s leading airports (Starbucks,
Burger King, Puro Gusto, Class Croûte, etc).
Record-breaking traffic of 8.3 million passengers ensured that retail results were very satisfactory; sales
were up by 7.3% (+€8m compared to 2011).
These results are particularly outstanding if the impact of the building work is taken into account (temporary
halt in business at the restaurant upstairs in Hall 1 and in the Marionnaud and Relay shops; make-shift
eatery kiosks in Halls 1, 3 and 4; disruption to the flow of passengers; etc).
It is important to point out that the key players in this increase were the airside shops in mp1 and mp²,
plus car hire. Their main boost came from the Air France base, which added new destinations, and the
redeployment of the Ryanair base: 43% increase in sales at Aélia’s duty free shops and in airside Relay
shops, and car hire accounting for 29% of the increase.
EVOLUTION BY BUSINESS SECTOR (SALES)
Sales in €k
2012/2011
Car hire
48,866
+ 5.3%
Catering (bars and restaurants)
11,245
+ 3.5%
Shops in mp1 + mp²
28,379
+ 13.1%
Services
31,510
+ 6.9%
TOTAL
120,000
+ 7.3%
19
Retail activities
TRENDS PER BUSINESS SECTOR
CATERING: GROWTH DESPITE RENOVATION WORK
In 2012, total sales generated by Autogrill restaurants went up by 3.5%. In the midst of a huge redesign
project that is revolutionising the retail experience at mp1, it is quite difficult to differentiate between
possible sources of the increase: the benefit of increased passenger traffic; additional revenue generated
by new concepts; the collateral impact of the renovation work.
In mp1, the figures were up for the first half of the year with sales of +4.2%, but down by 1.6% for the
second half. Comparing these figures with traffic levels, where the gap was less pronounced (+9.8% for
the first half of the year and +7.9% for the second) points the finger of blame for the drop in business
during the second half of the year at the building work.
However, new eateries that opened in August and December contributed to the results and managed to
curb the downward trend in the second half of the year: Class Croûte (+10% in the value of the average
basket in October compared to Café Debout) and Puro Gusto (+14%)… Burger King got off to an amazing
start: it opened in Hall 1 on 22 December and within 9 days the first fast-food restaurant in the history of the
Airport (and the 1st Burger King in France) had clocked up sales equivalent to one month in a classic fastfood restaurant. All of France’s media followed the Burger King phenomenon (during the opening week it
was the most «tweeted» news item in France!), and every day it attracts a non-aeronautical clientele from
all over the Airport’s catchment area... and well beyond.
The catering business in mp² was not disrupted by any building work. It was, however, affected by the
aftermath of the withdrawal of the Ryanair base: +38% from January to April, +11% from May to December.
MP SHOPS: CONTRASTING RESULTS LANDSIDE, BOOSTED BY DUTY FREE
AIRSIDE
There was a lot going on for the shops in 2012, particularly landside, where they were totally revamped
in mp1 and impacted by months of building work (sales in landside shops were down 1.7%). Relay
spearheaded the overhaul, deploying four new shops: Casino Shop, FNAC, Cure Gourmande and Relay
Compagnie de Provence. The latter, located in the boarding lounge in Hall 2-3, was keenly awaited: the
brand Compagnie de Provence is well known to the people of Marseille, and the shop is generating good
results.
The first mini-market at the Airport opened in Hall 1 on 6 December, flying the Casino flag. It should prove
popular with travellers and airport staff alike, for picking up last-minute items and snacks.
2012 was thus marked by a make-over for shops and eateries. But it was also, and once again, marked by
the crisis in the newspaper, magazine and book sector. In shops in Halls 1 et 4, newspapers and magazines
fell by less than the national average (-4% compared to -9%) but books ended at -8% (compared to -4%).
To counter the erosion of revenue sources, Relay is compressing the range of books and magazines it
offers, focusing on quality and presentation. This involves sacrificing areas hitherto reserved for product
families on the decline, such as toys (-14.5% in Hall 1). Relay is reserving pride of place for small formats
and special offers, and is organising plenty of promotions. Food corners constitute a further growth vector,
particularly in Hall 1 (airside), up by 13.2%.
In mp², the nature of the traffic, oriented towards a French clientele, was more favourable to Relay than to
duty free.
Marionnaud is pleased with its new spot in Hall 3 at the heart of the flow of passengers. The brand’s new
design concept has a direct impact there.
Danael the jeweller’s is doing well in its two shops, with growth of 12% and an average basket up by 11%
in Hall 4.
20
Retail activities
Finally, Aélia duty free shops contributed massively to the overall growth recorded in shops at the
Airport. Thanks to excellent traffic levels at mp1 and the redeployment of routes at mp², the three shops
outperformed their 2011 sales figures by €2.5m.
This record-breaking growth was due in part to the popularity of duty free goods with passengers travelling
to Algeria and Morocco, to the new flight to Moscow, and to the dynamic sales teams who, once again,
shone in the Aélia quality challenge. Russian clients favoured spirits, gourmet foods, confectionery, wines
and champagnes in the shop in Hall 1 (+16.1%). The very rich offering in mp² generated growth of 23%.
CAR HIRE: A STEADY CLIMB (+5.3%)
Mostly leisure clients (development of low-cost brands).
HOTELS: A GOOD YEAR FOR 2- AND 3-STAR HOTELS
Etap Hôtel, now known as Ibis Budget, enjoyed double-digit growth thanks to traffic at mp². Ibis had a
vintage year, too, with its Courtepaille restaurant also proving very popular. The Pullman Hotel fared less
well, losing business clients, but is developing new concepts for «Marseille-Provence 2013». A newcomer
has enriched the offering in the vicinity of the Airport: a Holiday Inn Express (3 stars, 107 rooms).
SERVICES CONTRIBUTED 20% TO THE OVERALL INCREASE
Some services did not enjoy an upturn (advertising, service station and, above all, car wash).
Foreign exchange and tax returns proved extremely successful (+6.3%), particularly thanks to roubles,
dollars and sterling.
The best growth was recorded by the luggage wrap and left-luggage service offered by the company Safe
Bag in Hall 1, and by vending machine company SGDA (+20%) - the building work in the restaurants and
the flow of clients to mp² both worked in its favour.
This particularly rich year for retail activities ended on a very positive note, with over 20 new concepts …
and plenty of optimism for 2013!
21
Promotion and communication
EXPORT MARKET
INTERACTING WITH THE PUBLIC
In 2012, the Airport’s strategy focused on two axes: social networks and meeting the general public face
to face. This approach based on proximity and interactivity was tailor-made for a unique market context,
namely: the largest number of destinations ever departing from mp² (40 in summer); an unequalled number
of flights operated by Air France, with the Air France base functioning for its first full year; the expansion
of XL Airways (Reunion Island and Mayotte, plus New York in 2013); British Airways switching its service
from Gatwick to Heathrow; a stronger offering from Air Transat to Canada; and the launch of a new-look
website with brand new products and services (e-kiosk, etc).
Given this «avalanche» of innovations, the Airport decided to let people know just how exhaustive its range
of services had become, going out to meet the public to inform them.
MP Tour
From 4 to 31 March, the Airport organised the 1st MP Tour. In partnership with Illy, Haribo, Air France,
Ryanair, British Airways, Air Transat, XL Airways, FRAM and Marmara, a bus sporting the colours of
Marseille-Provence combed the region, stopping off in almost 20 towns. Documents on travel departing
from Marseille-Provence were handed out along with quiz entry forms to win plane tickets. Over 4.000
people participated.
On the strength of this success, the MP Tour set off again in October, visiting the 12 major towns in
the region. Communication focused mainly on new routes commencing at the end of 2012 and in 2013
(Reunion Island, New York, etc). 4.800 visitors came to the tour bus.
Social networks
Facebook is a communication channel that cannot be ignored. The Airport created its page in 2011and
is developing a community of “friends”. At the beginning of the year, the page had 3.000 fans; after the
March MP Tour the figure rose to 6.000 before reaching 18.000 at the end of the year. Throughout 2012, the
Facebook account was fuelled with information and news (new routes, new shops, etc), airline promotions
and competitions (“My Crew” in March, “Canada” in April, “MP Reporter” in the summer, special events to
mark the Bob Sinclar concert in October, “Offrez l’évasion” at Christmas with Air France, etc).
Some recurrent features were launched to foster the community’s loyalty: “Destination of the week” on
Mondays, “Top Tips” on Wednesdays…
Most of the questions submitted by fans pertain to destinations and the range of flights from the Airport,
as well as more practical issues (parking, etc).
At the end of 2012, the Airport decided to communicate on Twitter and put video content on a YouTube
channel. These will constitute major components of the 2013/2014 strategy.
Communication campaigns
As in previous years, the Airport communicated via the media. In March, a press/radio/poster campaign
spotlighted Air France’s services and low-cost airlines departing from mp². In October, another advertising
campaign showcased destinations available from mp1: London Heathrow, Punta Cana, Mayotte, New
York, etc.
This communication is directed at a wider territory when the destination is not served by a nearby Airport.
22
Promotion and communication
Newsletters, “MP Evasion” magazine, digital screens
In 2012, the Airport sent out 18 newsletters to a database of 242.500 subscribers. Newsletters contain the
latest news, innovations and travel tips pertaining to Marseille-Provence.
The magazine «MP Evasion» is published twice a year.
New digital screens in the arrivals corridors and in the landside halls in mp1 and mp² contribute to the
Airport’s communication strategy.
Partnerships
Fewer special operations were organised in 2012, due to the dynamics of the MP Tour.
IMPORT MARKET
MARKETING IN OUTBOUND MARKETS
In 2012, the Airport continued to promote Provence abroad and throughout France within the framework
of the FlyProvence partnership with Bouches-du-Rhône Tourisme, the City of Marseille’s Tourism and
Congress Board, and the association Marseille-Provence 2013.
Joint actions included: creating and disseminating a B2B brochure of packages compiled by local
inbound travel agencies; participating in major travel shows; participating in “source market” workshops;
communicating via websites and newsletters.
In 2012, FlyProvence prospected 14 foreign markets, hosted 4 educationals, completed 12 communication
campaigns, generated 544 B2B contacts and published 1.245.000 adverts.
FlyProvence produced new tools in 2012, including a multi-seasonal promotional film about Provence.
It also completely redesigned its www.flyprovence.com website and launched a call for projects among
travel agencies, asking them to design inbound tourism packages and a brochure (4.300 copies) presenting
them.
Out in the field, in so-called “source” markets, the Airport and FlyProvence participated in several
operations:
- February: workshop on “Destination France” in Canada (Montreal and Toronto, over 100 contacts); “Atout
France” roadshow in Spain (Madrid and Barcelona, 200 contacts).
- March: ITB in Berlin (32 tour operator contacts); French Connect in Paris (meeting airlines); “Rendez-vous
en France” in Paris.
- May: travel trade show in Biarritz.
- September: Best Of Provence in London (140 contacts); “Atout France Scandinavia” workshop (Oslo and
Copenhagen, travel agents and journalists).
- October: information for inbound “Marseille-Provence 2013” agencies in Marseille.
- November: World Travel Market in London (almost 40.000 visitors); “Atout France” workshop in Tel Aviv
(travel agents and journalists); special “Marseille-Provence 2013” workshop in Milan.
- December: Workshop with the PACA Regional Tourism Board and the press in New York.
To promote Provence, the Airport also helped host foreign professionals in 2012:
- March: 10 Swiss travel agents came on an Air France educational organised out of Basel-Mulhouse
Airport.
- May: 5 Lebanese travel agents were hosted on the occasion of the inauguration of the cruise ship MSC
Divina.
23
Promotion and communication
Finally, and as in previous years, the Airport communicated copiously in an effort to promote the destination:
a mailing containing the FlyProvence catalogue, an ad campaign in Moscow, a Facebook campaign in the
Netherlands, ads on the Travelzoo website in Germany, radio messages in Bordeaux, Lille and Nantes,
print ads in Canada, ads in tour operator brochures (TUI and Bon Tour, Germany; Jet Air, Belgium), and
on-board videos on Air Transat flights.
ACTIONS ON INTERNET
2012 was a strategic year, with the new www.mp.aeroport.fr website going on line on June 14. It is more
user-friendly and interactive and has been enriched with a host of functions that were not included in the
previous version but which were requested by clients who were consulted beforehand in a number of
surveys.
A new version of the mobile website was also launched. www.mp.aeroport.fr/mobile has been tailor-made
for smartphones and tablets.
New functions include:
- Destination pages
A special page has been created for each direct destination and for some of the most popular indirect
destinations. Each page contains the details of all flights (scheduled, low-cost, charter), which is a first
for an airport website. The page also includes travel information, videos of passenger interviews, a hotel
search engine (in partnership with hotel.info), car hire (with HolidayCars), and much more. This enables
clients to choose the best options without having to visit a host of different websites.
- “Flight alert»
Subscribe to a specific flight and receive e-mails in real time each time there is a change in flight status
(ETA, time landed, disembarking, etc).
- Flight search and sale engine favouring direct flights
The website can now promote direct flights available within a 3-day window of a desired date (a worldwide
first). This function is a real plus for airlines developing new direct flights from the Airport and for clients
who prefer direct flights.
- Engine for selling Airport products
Without going any further than the website home page, clients can reserve a parking space, a fast track
pass, access to the VIP lounge, and other services such as hiring a meeting room. The low-cost parking
option – “Chèque-Parking” – is also built into the Airport’s online shop, known as the e-kiosk.
- New additions
A new section for the press, containing a photo library, press kits and press releases, makes it easier for
journalists to process all the latest news from the Airport.
The shops, hotels and eateries at the Airport also have a new section in which to showcase their special
offers.
- Intuitive FAQ
To make it easy to find information on the website, simply enter one or more key words to call up all linked
content on a results page.
Finally, the website still provides real-time information on flight arrivals and departures, a search engine for
public transport timetables (train & bus), and alerts in the event of major disruptions.
All in all, 2012 was a record-breaking year in terms of hits:
www.mp.aeroport.fr: 7.000 visits per day (+13.1%)
+64% flight searches since the launch of the new website
www.mp2.aeroport.fr: 4.500 visits per day (+15.5%)
www.mp.aeroport.fr/mobile: at the end of 2012, this site already accounted for 6% of the total number of
visits.
Flight search engine: a record-breaker, with over 400.000 links during the year to travel agency and airline
websites (+40%).
24
Promotion and communication
SPECIFIC B2B ACTIONS
in 2012 as in previous years, the Airport continued to promote and provide information about the air
network and the services offered at Marseille-Provence.
Travel agencies
Airport workshops
In 2012, the Airport continued its March and October agency workshops. Each one attracted between 30
and 35 exhibitors (tour operators and airlines) and about 200 travel agents.
In June, the Airport hosted its very first Star Alliance workshop. About twenty airlines from the alliance
attended to promote their codeshare agreements. 150 travel agents attended.
Agency roadshow
In January and February, the Airport co-organised a TUI/Marmara roadshow that called in at approximately
500 travel agencies in almost 15 towns in the south-east of France, promoting package holidays departing
from Marseille-Provence and sold by TUI, Marmara and other tour operators.
Information
To prepare for the launch of the e-kiosk for travel agencies and tour operators at the end of the year,
an information campaign was deployed along with e-mailings and visits to travel agencies. The new
Internet portal is used for reserving products and services at the Airport: e-parking in P10, fast track
subscriptions, low-cost parking («Chèque-Parking»), VIP lounge passes, «Maxi Privilège» packs, etc). This
new booking tool was well received; 534 agencies were registered as sales agents by the end of the year.
As of November, sales of the «Chèque-Parking» low-cost parking option were up 5% compared to the
previous version of the website.
Tour operators
The number of players in the market is constantly decreasing (i.e.: TUI has gone from four brands to a
single brand); currently there are about forty package producers in the Marseille-Provence region. In 2012,
they generated about 1 million travellers (charter flights and passengers on scheduled flights). Almost 60%
of tour operator clients purchase a «Chèque-Parking», accounting for 35% of the clientele at the low-cost
car park.
Development
Marseille-Provence is delighted with new, year-round, charter flights to the Canaries and the Greek island
of Kos (FRAM/Plein Vent), and the revival of flights to Split.
25
Quality & Safety
SAFETY MANAGEMENT SYSTEM – SMS
Thanks to strong coordination between all players, the SMS was deployed at the Airport in 2012. 160
Event Notification Forms were registered in the SMS, i.e. 8% fewer than in 2011. 17% stemmed from thirdparty players (protagonists at the Airport not employed by the Marseille-Provence Chamber of Commerce
and Industry). 13 «Impact on Airport Safety» reports were drawn up and disseminated throughout the year.
Major works on taxiway Charlie 4 and in runway traffic zones (installing 400-Hz generators) called for even
greater attention to safety.
LISTENING TO OUR CLIENTS
Every year, the Airport carries out customer satisfaction surveys among all its clients - passengers and
professionals - in order to get to know them better.
Passengers
A «summer» survey was carried out between 4 and 17 June. At mp1, 1.132 «departing» passengers and 293
«arriving» passengers were questioned. At mp², 1.010 departing passengers and 339 arriving passengers
were questioned. Compared to summer 2011, overall satisfaction was down: 90.7% for departures and
95.6% for arrivals at mp1; 88% for departures and 91.4% for arrivals at mp².
For departures from mp1 and mp², there was greater satisfaction about the switchboard, public transport,
walkways, display screens and the wait at hand luggage inspection points. Dissatisfaction stemmed from
the number and the diversity of shops (caused by the renovation work), the range of goods in bars and
restaurants, and problems finding a parking space in the car parks.
At arrivals in mp1 and mp², there was greater satisfaction with the time taken to disembark and security
after leaving the aircraft.
The «winter» satisfaction survey took place between 12 and 25 November. 1.854 departing passengers at
mp1 and mp², and 322 passengers arriving at mp1, were questioned.
In general, overall satisfaction was down compared with the winter 2011 survey: 92.7% for departures and
96.9% for arrivals at mp1; 88.1% for departures at mp².
The results indicate that Marseille-Provence Airport’s strengths lie in the check-in phase and getting to the
terminals.
Reasons put forward spontaneously for passenger dissatisfaction are recurrent: no free Wi-Fi and no Air
France lounge in Hall 4.
Projects are underway to resolve these sources of dissatisfaction.
There is a Management Board debriefing on the most critical points (courtesy in general in the shops,
finding a parking space, clean toilets, etc). Initiatives are launched to identify the reasons for the results
and to increase passenger satisfaction in future surveys.
Professional clients
At the start of 2012, professional clients were asked to give their opinion on the standard of service they
had received during the past year. The on-line survey was carried out between 30 January and 30 March
with a response rate of 41%. 85.9% of professional clients were satisfied (down on 2011).
The most satisfactory points were: the Airport’s website (99%), meetings organised by the Airport (98.3%),
and publications (97.9%).
The least satisfactory points were: cleaning services (68.3%), VIP lounges (69.6%), the staff car park
(69.8%).
26
Quality & Safety
FRENCH NATIONAL CONFERENCE ON AIRPORT QUALITY HOSTED IN MARSEILLE
On 22 November, the Palais du Pharo conference centre in Marseille was the setting for France’s 7th
National Conference on Airport Quality. Marseille-Provence helped organise the event under the aegis of
the Union of French Airports (UAF). Over 200 air transport players and decision-makers came together
around the leitmotiv of «serving the client».
The conference objectives and themes included informing and treating passengers better, and reconciling
quality service with inspection constraints.
The conference endorsed the deployment of a service quality survey in French airports, based on
questionnaires submitted to departing passengers in 14 regional airports. The first results of the Service
Quality Survey implemented by the UAF were presented during the course of the day.
CONSTANT ATTENTION TO CLIENT COMPLAINTS AND REQUESTS
In 2012, the Customer Relations Quality Department processed 832 customer complaints, a 36% increase
on 2011. The biggest increases pertained to the parking phase and how passengers spend their time and
shop at the Airport.
832 complaints is equivalent to 1 complaint per 10.000 passengers.
The average time it takes to get back to a client is 3 days.
1.928 client requests were received in 2012. 67.5% targeted just two phases of the passenger experience.
1.280 pertained to the parking phase: almost 56% of these concerned e-car parks; almost 70% of requests
pertaining to e-parking concerned the low-cost «Chèque-Parking» option. 281 requests pertained to
check-in/boarding/disembarking; 58% of these pertained to security inspections.
QUALITY MANAGEMENT SYSTEM
In 2012, the Airport changed its certifying body, opting for LRQA. In light of an audit carried out on 6 and
7 December, the Quality Management System was approved for a further three years according to the ISO
9001/2008 standard.
27
Environment
NEW DECREE RESTRICTING NIGHT FLIGHTS
Two ministerial decrees had already been passed (in 2007 then 2011) with a view to banning particularly
noisy aircraft at night. Based on acoustic certification, these measures were reinforced in 2012 by a further
decree dated 3 May.
The new restrictions go beyond ACNUSA (Airport Pollution Control Authority) recommendations. They are
the fruit of consensus, embracing the legitimate aspirations of local residents to reduce noise pollution at
night without sacrificing economic activity and hence jobs at the Airport.
AIRCRAFT POWER SUPPLY
When an aircraft is parked at the airport, it needs electricity to power equipment on board. This power is
currently provided by auxiliary or ground power units, which produce a lot of pollution.
To curb the use of these generators, the decision was taken to fit 27 aircraft bays with 400-Hz power
systems.
Work began at the end of 2012 and the new facilities will progressively be brought into service by the end
of 2013.
This investment, driven exclusively by environmental concerns, amounts to 3 million euros.
FURTHER RAINWATER TREATMENT FACILITIES
The Airport has committed to a 10-year investment programme for installing new rainwater processing
equipment (settling tanks and hydrocarbon separators) for a total sum of over 6 million euros.
The first phase, which cost 1.5 million euros, was completed at the end of 2012. Three zones have been
kitted out (aircraft parking zones, car parks, car hire zone).
Work scheduled for the second phase should commence during the latter half of 2013.
WATER-SAVING MEASURES INCREASED
Water consumption fell for the 6th consecutive year. In 2012, it was down 2.8% on 2011, whereas over that
same period passenger traffic increased by12.7%. The latest water-saving measures in toilets (taps fitted
with infrared sensors and flow regulators) contributed to this good result.
A new, centralised system for distributing water to green areas takes weather conditions into account.
Introduced during the final quarter of 2012, it will constitute a further source of savings.
ELECTRICITY CONSUMPTION DOWN FOR THE THIRD CONSECUTIVE YEAR
Despite the substantial increase in passenger traffic in 2012 (+12.7%), electricity consumption fell by
1.9%.
Every opportunity to save electricity is systematically tracked down. In 2012, this translated into improving
the air conditioning and carrying out work to insulate the walls of Hall 1 (2.500m² of double glazing).
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Environment
IN SHORT
- Sound-proofing subsidies
The Airport provided subsidies totalling €1.117.000 to enable 96 local residents sound-proof their homes
near the Airport.
- Waste
The Airport continued to separate its waste for recycling.
It recycled 24% of its waste in the four main categories (paper and card, metal, wood, plastic film).This
figure has been constantly rising for the past four years.
- Measures to improve the quality of the air
With a view to curbing the use of private cars, which are a major source of pollution, the Airport fosters and
supports all initiatives that promote public transport.
This strategy led to an increase of almost 25% in people using public transport to travel to or from the
Airport in 2012 whereas, over the same period, passenger traffic at the Airport increased by 12.7%.
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Investments
MAIN BUILDING PROJECTS COMPLETED IN 2012
Main investments in 2012
Facilities in passenger terminals and other buildings
€8.2m
Car parks
€4.3m
Electricity, air con, waterworks, etc
€3m
Compliance work on taxiways and lighting in aircraft parking
areas
€2m
Security
€5.3m
Sundry
€3.6m
TOTAL
€26.4m
€26.4m of investments, including:
-Creating a vehicle checkpoint: €2.2m incl. taxes.
-Reorganising the shops in mp1: €1.8m excl. taxes (out of a total of €2.3m).
-Reorganising the security checkpoints in Halls 2 and 3 in mp1: €1.7m incl. taxes.
-Further work on rainwater processing facilities (aircraft parking areas and car parks): €1m excl. taxes.
-Automated border control (PARAFE system), Hall 1: €900k excl. taxes.
-Rebuilding six sets of toilets: €800k excl. taxes.
-Compliance work on aircraft parking bay lighting: €700k excl. taxes.
-Deploying IP telecoms system: €700k excl. taxes.
In 2012, the Airport spent €26.4m in building works, twice as much as in 2011. Major investments during
the year included constructing a new road and security gate for the Restricted Zone, reorganising the
security checkpoints in Halls 2 and 3 in mp1, and setting up the automated biometric border control
system.
The Airport also continued and/or started long-term projects, such as major renovations affecting the
shops and rainwater processing facilities.
A NEW ENTRANCE INTO THE RESTRICTED ZONE FOR VEHICLES
In September, the Airport opened a new road into the restricted section of the Airport to improve the
conditions and quality of security inspections. The new entrance replaces the previous entrance located
near the control tower, which had become too cramped. It is to the north of the Airport, near the Etang de
Berre, and has two lanes in and one lane out, and a central building.
NEW-LOOK SHOPS AND EATERIES IN MP1
In June 2012, when Autogrill and Relay contracts were renewed, a huge project kicked off to overhaul retail
facilities for passengers at mp1. The Airport earmarked €2.3m of investments for this project, which will
continue until spring 2013. Between summer and the end of the year, a dozen new names either opened
(Starbucks, Burger King, etc) or were totally revamped (Parfumerie Marionnaud, for example).
FASTER SECURITY INSPECTIONS
In the spring, the Airport brought two totally redesigned security checkpoints into service, representing
an investment of €1.7m. In Hall 2, the zone was extended and an extra inspection point added. In Hall 3,
the checkpoint zone was relocated and extended. As a result, security officers can now carry out their
inspections - and passengers handle their personal effects – more comfortably and easily.
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Investments
Outlook for 2013
In 2013, the Airport will dedicate €36m to one of its biggest investment programmes of the past ten years,
comparable to that carried out in 2006 (constructing mp², redoing runway 2) and 2007 (reconstructing
runway 1). This new investment envelope heralds three years of strong financial commitment to major
projects.
Efforts to be deployed in 2013 correspond to essential evolutions in handling capacity, linked to the strong
traffic growth at the Airport and the need to offer clients quality services.
Some of the biggest projects will last for several years (2012, 2013, 2014) and include:
- Realigning taxiway Charlie 4 (€9.1m excl. taxes in total, €8m in 2013).
This more modern taxiway will run parallel to the main runway and be linked to traffic areas by new paths.
The space freed up by the new layout will be used in the future to create further aircraft parking areas.
- Constructing the P7 multi-storey car park (€8.8m excl. taxes in total, €4.5m in 2013).
To be delivered in spring 2013, adding 850 parking spaces to the existing 12.700 at the Airport. It has been
designed to satisfy growing parking needs in light, among other things, of the increase in traffic since Air
France opened its base at the end of 2011. This car park is further away from the terminal buildings and
thus cheaper. It is a functional building with an original look.
- Extending the luggage sorting zone in Hall 1 (€4m incl. taxes in total, €1m in 2013).
Once again due to the increase in traffic, luggage handling capacity had neared saturation point in Hall 1.
This investment over two years will double the handling capacity of the luggage belts.
- Extending the airside retail zone in terminal mp² (€4.5m excl. taxes in total, €1m in 2013).
The shopping zone in departures, located beyond the security checkpoints, will be brought down one floor
and extended by approximately 40%.
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Financial results
Evolution 2009-2012 (in €m)
Sales
Operating costs
EBITDA
Profit
2009
99.2
73.6
25.6
- 0.2
2010
103.4
75.5
28.3
3.8
2011
106.7
76.9
29.8
4.9
2012
123.5
89.3
34.2
8.2
In 2012, sales increased by15.8% to €123.5m, driven by an increase in passenger traffic of 12.7%.
Business was boosted by the diversification of car parking solutions and the complete overhaul of shops
and eateries.
Revenue from airport tax rose by 26% thanks to the joint effects of higher traffic levels and new facilities
for carrying out security checks on passengers and vehicles.
Operating costs increased by 16.1% in 2012. If the higher out-sourcing costs for security and assistance
to reduced mobility passengers are excluded, operating costs rose by 7.7% with sales excluding airport
tax up 12%.
EBITDA stood at €34.2m in 2012 compared to €29.8m in 2011. Net profit amounted to €8.2m compared
to €4.9 in 2011.
Borrowings due in over one year compared to sales stood at 0.23 in 2012 compared to 0.31 in 2011. mp
has the least debt among France’s provincial airports handling over 4 million passengers.
32
MARSEILLE-PROVENCE CHAMBER OF COMMERCE AND INDUSTRY (CCIMP)
2011-2015 MANDATE
BUREAU
Mr Jacques PFISTER, President
Mr Joseph PEREZ, Vice-President
Mr Louis ALOCCIO, Vice-President
Mr Franck RECOING, Treasurer
Mr Marc REVERCHON, Vice-Treasurer
Mr Jean-Luc BLANC, Secretary
Mr Eric AMMAR, Vice-Secretary
Mr Jean-François BRANDO, Vice-President responsible for Marseille-Provence Airport
Mr François PIERSON, Vice-President responsible for Groupe Euromed Management
AIRPORT EXECUTIVE BOARD
Mr Jean-François BRANDO, President
Members
Mr Jean-Daniel BEURNIER, CCIMP elected member
Mr Jean-Luc BLANC, CCIMP elected member
Mr Franck RECOING, CCIMP elected member
Mr Marc REVERCHON, CCIMP elected member
Permanent guests
Mr Jacques BETBEDE, Managing Director of the CCIMP
Mr Pierre REGIS, Managing Director of the Airport
Mr Patrice ESCORIHUELA, Administrative and Financial Director of the Airport
AIRPORT DEVELOPMENT BOARD
Mr Jean-François BRANDO, President
Members
Mr Jean-Daniel BEURNIER, CCIMP elected member
Mr Jean-Luc BLANC, CCIMP elected member
Mr Franck RECOING, CCIMP elected member
Mr Marc REVERCHON, CCIMP elected member
Mr Jean-François NOYES, representing the Conseil Général des Bouches-du-Rhône
Mr Jean-Marc COPPOLA, representing the Provence Alpes Côte d’Azur (PACA) region
Mr Loïc GACHON or Mr Régis MARTIN representing the Communauté du Pays d’Aix
Mr Bernard MOREL, representing the Communauté Urbaine Marseille-Provence Métropole
Mr Jean-Pierre DREAU, CEO of SNEF
Mr Alain LACROIX, Chairman of the Board of the Caisse d’Epargne Provence Alpes
Mr François PIERSON, CEO of AXA France
Mr Philippe SAVINEL, CEO of RICARD SA
Permanent guests
Mr Jacques BETBEDE, Managing Director of the CCIMP
Mr Pierre REGIS, Managing Director of the Airport
Mr Patrice ESCORIHUELA, Administrative and Financial Director of the Airport
33
AIRPORT ECONOMIC ADVISORY COMMITTEE FOR 2011-2014
Mr Richard KORSIA, President
Representatives from the airport authority
Mr Jacques PFISTER, President of the CCIMP
Mr Jean-François Brando, representing the CCIMP, Vice-President responsible for Marseille-Provence Airport
Representatives from regional authorities
Mr Gérard FRISONI representing the Provence Alpes Côte d’Azur region
Mr Vincent BURRONI, representing the Conseil Général des Bouches-du-Rhône
Mr Eugène CASELLI, representing the Communauté Urbaine Marseille-Provence Métropole
Representatives from air transport trade organisations
Mr Jean-Baptiste VALLE, representing the Syndicat des Compagnies Aériennes Autonomes (SCARA)
Mr Lionel GUERIN, representing the Chambre Syndicale du Transport Aérien (CSTA)
Representatives from airport users
Mr Georges LACHENAUD, representing the airline Air France
Mr Jean-Luc RENAUD, representing the airline RYANAIR
Mr Stéphane LALE, representing the company TNT Express France
34