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Corporate Social Responsibility
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Attentive service

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Attentive service

Serving as the gateway to the nation, TIAC plays a vital role in the face of the global COVID-19 pandemic. In cooperation with the Central Epidemic Command Center, TIAC carried out epidemic prevention tasks, successfully prevented and controlled the pandemic in 2020, drawing the world's attention to Taiwan. In addition, TIAC continues to improve our hardware and build a Smart Airport, hoping to provide better service to passengers from around the world once the pandemic settles down.

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Material topic: Airport services and customer experiences Smart airport

International Airport Evaluations

TTIA has ranked top three in the world amongst airports with 40 to 50 million annual passenger traffic for four consecutive years. TTIA has also received high scores on specific evaluations of airport services, such as cleanliness, speed of immigration procedures, and security checks. Many other renowned airports are included within the same category, including Hongqiao Airport in Shanghai, Mumbai Airport in India, and other benchmark airports. In the future, TIAC will focus on addition and renovation of TTIA infrastructure, including significant upgrades to passenger service facilities in terminals and continued optimization of service quality and passenger experiences.

TTIA Skytrax evaluation results in 2020

Airports Council International (ACI)

In the face of the difficulties of operating an airport brought by the COVID-19 pandemic, TIAC continues to uphold the passenger-centric service philosophy to overcome all challenges. TIAC actively implements various epidemic prevention measures to safeguard the national gateway and passengers' health, and at the same time, participate in ACI/ASQ airport service quality survey. Airports Council International (ACI) recognized TIAC's continued efforts to listen to the passengers during the severe pandemic, and awarded it with "The Voice of The Customer" recognition (Airports Council International Listening to Passengers Award).

ACI

Diversified Services

TIAC designed the airport based on people's five senses: sight, hearing, smell, touch, and taste. TTIA's friendly service personnel, beautifully themed boarding gates, and delicious and affordable cuisine are all the reasons why the airport frequently receives acclaim from international evaluations. TIAC continues to aestheticize the airport's public spaces through the incorporation of arts and culture. We also strive to align itself with other international benchmark airports and considering the reduction of unnecessary broadcasts to build a "peaceful airport", which provides the most comfortable and enjoyable environment for passengers.

Facilities
Set up the third generation of e-Gate Free Charging Service Themed boarding gates
Set up the third generation of e-Gate Free Charging Service Themed boarding gates
Mobile libraries VIP lounges and shower cubicles Stress relief areas
Mobile libraries VIP lounges and shower cubicles Stress relief areas
Transit movie theater Aircraft observation deck Food courts and shops
Transit movie theater Aircraft observation deck Food courts and shops
 
Create the exclusive "National fragrance of Taiwan" of international airport inspired by the experience of five senses
Coming from a "five-senses" viewpoint and to enhance passengers' experience, the Corporation debuted the "National fragrance of Taiwan". The Fragrance was designed based on the forests, temples and tea culture in Taiwan, taking essences from the wood and tea to holistically outline the aroma. Taiwan cypress, coniferous forest and cedar are used to weave the aroma of mountain forest and bring people's minds away from the hustle and bustle of the world. The warm smell of the incense places one's imagination in the quiet time with the fine smoke curling up. The accompanying tea fragrance symbolizes the ubiquitous tea drinking culture in Taiwan, fresh and elegant yet full of different levels of unique aroma, creating a quiet, calm, relaxed airport atmosphere. In response to the activity "Year of Mountain Tourism" promoted by the Ministry of Transportation and Communications in 2020, we hope to attract more people to the mountains with the "National fragrance of Taiwan ", Start the Post Pandemic Era, and spend more time outdoors.
Deputy Minister Qi Wen-Zhong experiences the 'National fragrance of Taiwan' Creating a unique 'National fragrance of Taiwan' with local elements, building a relaxed airport atmosphere for passengers to remember TTIA differently.
Deputy Minister Qi Wen-Zhong experiences the "National fragrance of Taiwan" Creating a unique "National fragrance of Taiwan" with local elements, building a relaxed airport atmosphere for passengers to remember TTIA differently.
Taoyuan City Early Check-in Counters in both A1 and A3!
Early check-in counters at airport express stations are seen as an extension of the airport terminals. TIAC had been promoting early check-in and self-service luggage service in the city since the beginning of 2017. Passenger traffic and the number of luggage checked-in at A1 Taipei Main Station have steadily increased year after year. In order to continue the promotion of A1 Station and its early check-in, the service counters have been equipped with fully automated facilities and assisted with staff to make it more convenient for passengers and provide better quality service since February 10, 2020. So far, a total of 9 airlines provides check-in services at A1 station. With the opening of the New Taipei City MRT circular line, four airlines begin providing early check-in services at A3 New Taipei Industrial Park Station since January, 31, 2020. Passengers from Xinzhuang, Banqiao and Xindian have a more convenient and smart option for travelling abroad.

Taoyuan City Early Check-in Counters

Satisfaction rating

TIAC's "Study on TTIA Passenger Characteristics and Passenger Services" included satisfaction evaluations of all TTIA services and facilities, which were subsequently used to gain full understanding of outbound airport travels and flight experiences. In 2020, TIAC conducted face-to-face interviews with 6,289 passengers and used the results to propose plans for improvements and targets to advancement.

Satisfaction rating

Vision and Strategy of Smart Airport

Looking to the future, TIAC will continue to strictly abide by values of safety, quality, efficiency, and greenness while improving its services. With the upgrading of Terminal 2 gradually reaching completion and Terminal 3 construction, TIAC's primary task at present is to build a world-class smart airport which can successfully acts as a hub in Eastern Asia.

Vision and Strategy of Smart Airport

Ten-year blueprint for smart airport information system

The BEACON technology was introduced to TTIA in 2015, as well as other smart technology measures and a ten-year development blueprint. Hardware equipment upgrades and software system optimizations are going to allow passengers to enjoy the technological and smart services at all times.

Ten-year blueprint for smart airport information system

Shore-term, Mid-term, Long-term blueprint

Smart Airport Application
Application of Flight Operation System (FOS)
Aviation management is at the forefront of airside safety and management, ranging from apron management, aircraft take-off and landing, flight planning and even emergency rescue. The Flight management System (FOS), one of the most critical information systems for TIAC, manages comprehensively the need of information of its aviation department. With this automatic system, operations of more than 700 flights can be managed by one aviation management personnel in 3 hours. Flight take-off and landing, border entry and exit, luggage turntable, business services and staff scheduling of the public sector are also dependent on the FOS system. In addition, the system is also connected with the tower and other units of the software system, essentially serving as an information exchange platform.
Enhance airport digital infrastructure
Application planning 1: Wi-Fi AP connection hot spot analysis/flow thermal analysis
Hotspot analysis mainly uses Wi-Fi AP connection information. The system platform obtains each region's Wi-Fi AP connection data via the wireless network controller, including users' phone MAC address, network segment, connection rate and connection time, etc., and connects the location of the Wi-Fi AP and presents it within the airport with GIS.

Enhance airport digital infrastructure

Application planning 2: analysis of moving and stopping time of each zone
The provision of information strengthens transportation and passenger management by effectively using the Wi-Fi indoor positioning system and information such as MAC address and connection time. Through collection and calculation of the duration passengers spend in various areas, TIAC evaluates and uses these data as a reference for airport operation management.

Application planning 2: analysis of moving and stopping time of each zone

Smart Passenger Transport: Self-driving Vehicles
In charge of the Smart Area Pilot Program, TIAC completed the self-driving shuttle test drive in 2020, which will be evaluated and subsequently launched. The shuttles showcase the gateway's high-tech application capability, and provide passengers with more human and smart service. A staff will be assigned to each shuttle bus for manual control at all times. The self-driving function of the tested vehicles and their smart parting functions can solve issues such as forgetting the car location in the parking lot, or looking for your car with numerous luggage. When it comes to traveling with the elderly and children, the consideration of the self-driving services we provide is all the more obvious.

The test simulations include road turns, obstacle identification and deceleration, stop, stop in and out of the station etc.

Cross-Industrial Collaboration
Temperature controlled cold chain logistics services
Due to the impact of the pandemic, the passenger volume and transportation services of airports decreased globally. TIAC is constantly tracking the progress of the latest vaccine development, and has begun to plan the transportation conditions, facilities and coordination conditions of various units under different conditions, such as -70 degrees and 2-8 degrees temperature controlled cold chain. TIAC has invited the Centers for Disease Control of the Ministry of Health and Welfare, the Department of Customs Affairs, the Aviation Police Bureau, the airlines, the contracting industry, the air cargo terminal, the customs broker and so on to hold three coordination meetings. TIAC also reported to the Civil Aeronautics Administration and the Ministry of the Transportation and Communications to simplify the import process, to facilitate the rapid entry of vaccines and maintain the health of the Taiwanese people. A total of first batch 117,000 AZ vaccine doses of were transported to Taiwan. The transit was carried out according to the coordination committee meeting minutes and in cooperation with relevant units, and delivered safely and rapidly under the most secure and temperatures-controlled environment and under the protection of aviation police personnel to the refrigerated warehouses designated by the CDC.
Air and sea combined transport to create the advantages of cargo collection and transshipment
In 2020, TIAC has cooperated with Taiwan international Ports Co. and Chunghwa post co. to jointly implement emerging cross-border e-commerce cargo transit logistics models that combine sea-air freight, cargo forwarding, postal forwarding, and overseas shipping warehouses. And in December, a forum co-hosted with the Ministry of Transportation and Communications-"Inauguration of the post-epidemic era-Industrial cooperation between Taipei Port, TTIA and the postal park", invited industry, government and academic representatives to analyze Taiwan's logistics integration and development direction. We hope that through the discussion, in the post-epidemic era, the sea, air, and postal parks will work together to strengthen the convenience and international connectivity of passenger and cargo transportation and logistics services, attract more companies to invest in Taiwan, and enhance new business opportunities for the development of the logistics industry.

Air and sea combined transport to create the advantages of cargo collection and transshipment

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