SubscribeAs ServiceTec clocks up a million hours of support for Common-User Terminal (CUTE) Systems at airports across the world, David Ruch, Director Information Systems, Minneapolis - St Paul International Airport, comments how the flexibility of this system has supported expansion of the airport:
"Common-user systems enable a number of airlines to use the same airport gates, desks and workstations, greatly increasing the volume of traffic that can be accommodated by the infrastructure. When the decision was made to develop the 12 gate Humphrey Terminal at Minneapolis, to accommodate the charter carriers, it was designed around the common use system."
ServiceTec worked on the installation and has been recently appointed to provide support for the Common-User Terminal (CUTE) system, IBM SSK, Infax, ULTRA and other specialist equipment at the terminal.
"Common use provides greater flexibility for the airport and it has worked well for us," Mr Ruch comments. "We are not the first, Las Vegas and several others such as Orlando and Seattle have also installed the system, but it is a new concept for airlines in the US.
"Although CUTE are widely accepted in Europe, the whole basis of the relationship between airport and airline is different. It is not the way in which the US airlines are accustomed to working, and there can be some resistance. However for the particular airlines in this airport it has been very successful."
ServiceTec worked closely with the airport and the airlines on the original installation, working around the airlines schedules so that there was minimal disruption to operation of the airport.
David Ruch believes that airline acceptance was a result of the way in which the project was managed and offers advice to other airports.
"Airlines can perceive common -use as infringing their sense of control. Before the installation we had a lot of consultation with the airlines to get them on board and participating in the project and they were involved in the decision-making over the selection of the system. I think this process made a big difference to the success of the project."
The benefit of CUTE for the airport is now being realised, as the support issues have been resolved.
"Initially we had a engineer via SITA. But then we decided to bring the support in-house to try and reduce costs. This didn't work. Two onsite people couldn't provide the coverage of the airport that was required and lacked the skills and aptitude to provide the high quality support that was needed.
"We didn't believe we would succeed in finding the type of people we needed so we went back to ServiceTec.
"ServiceTec were able to find a good team with the right skills and an especially good team leader and the relationship has been very successful."
This arrangement means that Mr Ruch has one point of contact and access to a pool of engineers with relevant experience, providing 24x7 cover for airport. This overcomes the in-house concerns of cover for sickness and holiday.
"Outsourcing has given us better coverage and more skilled support. Realistically the good relationship between ServiceTec and SITA makes a big difference to smooth operation of the infrastructure."
There are plans to further expand the airport at MSP but Mr Ruch comments that these are dependent on the health of the industry.
"We have plans that would double the size of the airport but in the present climate we are just waiting to see what happens. In the meantime our decision to use common-use gives us the flexibility to meet current demands."
ServiceTec has supported many airports with a migration to CUTE. Dave Kelly, Vice President of Sales, explains that an airport need to look very carefully at the kind of common use technology it already has. Where there is a first-generation CUTE system in place, it normally makes sense to maintain operational continuity by integrating it into the next-generation system:
"Once in the CUTE game, airports of all sizes need to keep within a few steps of the major airports, to ensure vendor support."
"On the other hand, where an airport is starting from scratch, they have a golden opportunity. They can implement a system exactly tailored to their particular departure control processes and passenger flows. This is what was possible at Minneapolis- St Paul."
