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Special Meeting of the Airport Advisory Commission September 28, 2020 Airport Advisory Commission to be held September 28, 2020 with Social Distancing Modifications Public comment will be allowed via telephone; no in-person input will be allowed. All speakers must register in advance (9/27/2020 by noon). All public comment will occur at the beginning of the meeting. To speak remotely at the September 28, 2020 Airport Advisory Commission Meeting, residents must: •Call or email the board liaison at (512) 530-6605 or ammie.calderon2@austintexas.gov no later than noon, (the day before the meeting). The information required is the speaker name, item number(s) they wish to speak on, whether they are for/against/neutral, and a telephone number or email address. •Once a request to speak has been called in or emailed to the board liaison, residents will receive either an email or phone call providing the telephone number to call on the day of the scheduled meeting. •Speakers must call in at least 15 minutes prior to meeting start in order to speak, late callers will not be accepted and will not be able to speak. •Speakers will be placed in a queue until their time to speak. •Handouts or other information may be emailed to ammie.calderon2@austintexas.gov by Noon the day before the scheduled meeting. This information will be provided to Board and Commission members in advance of the meeting. •If this meeting is broadcast live, residents may watch the meeting here: http://www.austintexas.gov/page/watch-atxn-live Reunión del Airport Advisory Commisson (September 28, 2020) La junta se llevará con modificaciones de distanciamiento social Se permitirán comentarios públicos por teléfono; no se permitirá ninguna entrada en persona. Todos los oradores deben registrarse con anticipación (9/27/2020 antes del mediodía). Todos los comentarios públicos se producirán al comienzo de la reunión. Para hablar de forma remota en la reunión, los residentes deben: • Llame o envíe un correo electrónico al enlace de la junta en (512) 530-6605 or ammie.calderon2@austintexas.gov a más tardar al mediodía (el día antes de la reunión). La 11 información requerida es el nombre del orador, los números de artículo sobre los que desean hablar, si están a favor / en contra / neutrales, y un número de teléfono o dirección de correo electrónico. • Una vez que se haya llamado o enviado por correo electrónico una solicitud para hablar al enlace de la junta, los residentes recibirán un correo electrónico o una llamada telefónica con el número de teléfono para llamar el día de la reunión programada. • Los oradores deben llamar al menos 15 minutos antes del inicio de la reunión para poder hablar, no se aceptarán personas que llamen tarde y no podrán hablar. • Los oradores se colocarán en una fila hasta que llegue el momento de hablar. información pueden enviarse por correo electrónico a • Los ammie.calderon2@austintexas.gov antes del mediodía del día anterior a la reunión programada. Esta información se proporcionará a los miembros de la Junta y la Comisión antes de la reunión. • Si esta reunión se transmite en vivo, los residentes pueden ver la reunión aquí: http://www.austintexas.gov/page/watch-atxn-live folletos u otra 22 AIRPORT ADVISORY COMMISSION MEETING MONDAY, SEPTEMBER 28, 2020 AT 3:00 PM VIA VIDEOCONFERENCING CURRENT BOARD MEMBERS: Eugene Sepulveda - Chair Scott Madole - Vice-Chair Vicky Sepulveda - Secretary Michael Watry Ernest Saulmon Wendy Price Todd Billy Owens Frank Maldonado Jeremy Hendricks Brian Stoller AGENDA Jonathan Coon CALL TO ORDER 1. APPROVAL OF MINUTES (3:00 – 3:05 p.m.) August 21, 2020 meeting. August 28, 2020 Special Called meeting. 2. DEPARTMENT OF AVIATION STAFF VERBAL BRIEFINGS (3:05 – 3:20 p.m.) a) AUS Covid Update (Prepared by Ghizlane Badawi, Chief Operations Officer) 3. DEPARTMENT OF AVIATION STAFF WRITTEN BRIEFINGS (3:20 – 3:30 p.m.) a) AUS Passenger Traffic Update and July 2020 Financial Results. (Prepared by Rajeev Thomas, Deputy Chief – Finance) b) AUS Air Service Update. (Prepared by Jamy Kazanoff, Assistant Director, Air Service) c) Planning and Development Update – FAA AIP Grant Award. (Prepared by Shane Harbinson, Deputy Chief – Planning & Development) d) Concessionaire Relief Update. (Prepared by Mookie Patel, Chief Business & Finance Officer) 33 4. FOR RECOMMENDATION (3:30 – 3:40 p.m.) a) Authorize award of a multi-term contract with Swarco Reflex LLC, to provide reflective glass beads, for up to five years for a total contract amount not to exceed $497,000. (Note: This solicitation was reviewed for subcontracting opportunities in accordance with City Code Chapter 2-9D of Minority Owned and Women Owned Business Enterprise Procurement Program. For the goods required for this solicitation, there were no subcontracting opportunities therefore, no subcontracting goals were established). b) Approve a resolution declaring the City of Austin's official intent to reimburse itself from revenue bonds in an amount not to exceed $26,900,000 for Austin-Bergstrom International Airport capital improvements. c) Authorize award of a multi-term contract with AGSA LLC D/B/A/PAGE GSE, to provide parts for ground power unit equipment for passenger boarding bridges, for up to five years for a total contract amount not to exceed $501,970. (Note: This solicitation was reviewed for subcontracting opportunities in accordance with City Code Chapter 2-9D Minority Owned and Women Owned Business Enterprise Procurement Program. For the goods required for this solicitation, there were no subcontracting opportunities; therefore, no subcontracting goals were established). 5. ACTION ITEMS (3:40 – 3:50 p.m.) a) Nominate and vote Wendy Price Todd as Finance Working Group Chair. 6. WORKING SESSION - Discussion and determination of Airport Advisory Commission Goals and Objectives. (3:50 – 4:20 p.m.) a) Review and Vote new draft Council Mandate. b) Part 3 - What tools and information do we need to make informed decisions on recommendations for Council? Dr. Steven Tomlinson, Facilitator 7. NEW BUSINESS (4:20 – 4:30 p.m.) a) Review of Commission Recommendations and Actions to discuss with appointing City Council Member. b) Next scheduled meeting October 13, 2020. 44ADJOURNMENT The City of Austin is committed to compliance with the Americans with Disabilities Act. Reasonable modifications and equal access to communications will be provided upon request. Meeting locations are planned with wheelchair access. If requiring Sign Language Interpreters or alternative formats, please give notice at least 2 days before the meeting date. Please call Ammie Calderon, Aviation Department, at (512) 530-6605 for additional information; TTY users route through Relay Texas at 711. For more information on the Airport Advisory Commission, please contact Tracy Thompson at (512) 530-5203. 556677889910101111AUS COVID-19 Response • Following all state & local health ordinances employees • Masks must be worn by passengers & • Enhancing cleaning & safety procedures • On-call disinfectant teams • Protective barriers & sanitization stations installed • Modifying operations • Goal is to build passenger confidence 1 1212AUS COVID-19 Response • Continuous communication with passengers, airlines and business partners • Internal Resilience & Recovery Team • Reviewing operations • Identifying best practices for recovery • Exploring opportunities for further budget reductions • Keeping our passengers and employees safe through a variety of operational changes 2 1313AUS COVID-19 Response: Numbers • 137 social media posts deployed across multiple platforms* • 12 digital signs designed and deployed in the Barbara Jordan Terminal • 391 printed graphics deployed in the terminal, promoting social distancing and other #AUSReady4You measures • 71 social distancing floor decals • 248 social distancing jet bridge decals • 124 in English • 124 in Spanish • 35 wall signs • 31 stanchion signs in baggage and ticketing • 6 column mount decals in Customs • 1 new webpage created and continuously updated • 15 newsletter articles deployed through the Stay in Tune database, which has 50,000+ subscribers • 7 COVID-19 videos produced • 5 internal video addresses from the CEO and 1 live, virtual town hall with the CEO • 7 external presentations to community groups by members of the Executive Team, focusing on COVID-19 efforts and recovery • 3 VMS signs announcing mask and social distancing requirements along key roadways *As of September 11, 2020 3 1414AUS Team • Individual Responsibilities: • Safety is a shared responsibility of every AUS employee: we are responsible for our own personal safety and the safety of our co- workers, passengers, business partners, families and community. 4 1515AUS Team Department Responsibilities: • Providing PPE • Face coverings, gloves, hand sanitizer, disinfecting wipes, face shields for AUS staff • Processes in place for: • Tracking/reporting exposure • Helping prevent and monitor exposure to COVID-19 • Emergency sick leave: • Making sure employees can stay home if sick 5 1616AUS Team • Department Responsibilities: • Consistent updates to Department employees CEO • Videos addresses & live town hall from • SharePoint site, AUS Covid weekly updates, routine emails surveys and information to employees • Virtual emotional wellness trainings – Emotional Wellness: Meditation, Wellness and Resilience classes. 6 1717#MaskUpAUS 7 1818Passenger Experience 8 1919Fly Safe Through AUS • Building confidence to travel again • Now that you’re ready for travel, we’re… #AUSReady4You! 9 2020New Technologies & Accreditations UV-C HVAC Technology UV light sanitizers: Escalator Handrail Escalator Handrail Cleaning System 10 2121AUS Customer Feedback • AUS receives customer feedback from: • ASQ • CRMS • Social media 11 2222ASQ Survey Results 2323Passenger Satisfaction Report AUS – Airport Performance Q2 2020 © 2020 ACI 2424AUS – Airport Performance Trend Over Time – Overall Satisfaction Q2'19 Q3'19 Q4'19 Q1'20 Q2'20 4.67 4.59 4.66 4.43 4.38 4.38 4.27 4.38 4.36 4.32 4.29 4.40 4.44 4.43 4.33 4.72 4.74 4.56 4.69 4.47 4.45 4.38 4.26 4.26 3.86 e r o c S n a e M Base 348 356 346 347 394 104 104 108 177 64 207 221 213 143 221 37 31 25 27 109 244 252 238 170 330 Total Business Leisure Other* Leisure & Other Notes: Base is Respondents providing a valid response at Q7. Overall Satisfaction with the airport. Results for small samples (n<30) are presented for informative purposes only. * Other may include Education, Family visit, Religious events, etc. © 2020 ACI Airport Performance - Q2 2020 14 2525AUS – Airport Performance Trend Over Time – Access Q2'19 Q3'19 Q4'19 Q1'20 Q2'20 4.40 4.09 4.05 4.09 4.02 4.40 4.17 4.03 3.93 3.72 4.05 3.88 3.77 3.73 3.95 3.97 3.81 3.72 4.35 3.31 e r o c S n a e M Base 174 205 192 199 157 71 96 83 84 102 70 100 76 81 92 85 103 74 90 145 Ground transportation Parking VFM: Parking facilities Availability of baggage carts/trolleys Notes: Responding to all questions is not mandatory, the numb er of respondents could b e different for each item Q7: “Based on your experience today, please rate this airport on each service item” Base is Respondents providing a valid response. Results for small samples (n<30) are presented for informative purposes only. © 2020 ACI Airport Performance - Q2 2020 15 2626AUS – Airport Performance Trend Over Time – Check-in Q2'19 Q3'19 Q4'19 Q1'20 Q2'20 4.66 4.33 4.34 4.39 4.40 4.45 4.44 4.52 4.53 4.49 4.47 4.49 4.51 4.74 4.77 e r o c S n a e M Base 318 316 307 293 372 311 308 295 293 367 303 306 293 291 365 Check-in waiting time Efficiency of check-in staff Courtesy of check-in staff Notes: Responding to all questions is not mandatory, the numb er of respondents could b e different for each item Q7: “Based on your experience today, please rate this airport on each service item” Base is Respondents providing a valid response. Results for small samples (n<30) are presented for informative purposes only. © 2020 ACI Airport Performance - Q2 2020 16 2727AUS – Airport Performance Trend Over Time – Passport / ID Control Q2'19 Q3'19 Q4'19 Q1'20 Q2'20 4.43 4.41 4.43 4.33 4.37 4.38 4.43 4.43 4.64 4.68 e r o c S n a e M Base 261 273 293 279 323 263 279 290 278 332 Inspection waiting time Courtesy of inspection staff Notes: Responding to all questions is not mandatory, the numb er of respondents could b e different for each item Q7: “Based on your experience today, please rate this airport on each service item” Base is Respondents providing a valid response. Results for small samples (n<30) are presented for informative purposes only. © 2020 ACI Airport Performance - Q2 2020 17 2828AUS – Airport Performance Trend Over Time – Security Q2'19 Q3'19 Q4'19 Q1'20 Q2'20 4.63 4.69 4.68 4.41 4.41 4.36 4.30 4.43 4.42 4.44 4.37 4.41 4.31 4.31 4.32 4.73 4.51 4.48 4.53 4.44 e r o c S n a e M Base 323 328 334 324 372 332 331 334 335 377 341 338 346 343 386 345 341 340 342 390 Courtesy of security staff Security waiting time Feeling of being safe/secure Thoroughness of inspection Notes: Responding to all questions is not mandatory, the number of respondents could be different for each item Q7: “Based on your experience today, please rate this airport on each service item” Base is Respondents providing a valid response. Results for small samples (n<30) are presented for informative purposes only. © 2020 ACI Airport Performance - Q2 2020 18 2929AUS – Airport Performance Trend Over Time – Finding Your Way Q2'19 Q3'19 Q4'19 Q1'20 Q2'20 4.77 4.59 4.55 4.63 4.57 4.54 4.60 4.72 4.42 4.42 4.67 4.61 4.57 4.65 4.48 4.39 4.44 4.33 4.35 4.84 e r o c S n a e M Base 357 355 358 354 393 334 333 333 330 371 353 352 358 349 393 23 26 22 23 37 Ease of finding way through airport Flight info screens Ease of making connections Walking distance inside terminal Notes: Responding to all questions is not mandatory, the numb er of respondents could b e different for each item Q7: “Based on your experience today, please rate this airport on each service item” Base is Respondents providing a valid response. Results for small samples (n<30) are presented for informative purposes only. © 2020 ACI Airport Performance - Q2 2020 19 3030AUS – Airport Performance Trend Over Time – Airport Facilities (1/2) Q2'19 Q3'19 Q4'19 Q1'20 Q2'20 4.73 4.52 4.51 4.54 4.42 4.15 4.16 4.22 4.07 4.01 4.35 3.97 3.75 3.66 3.84 3.76 3.67 4.00 3.96 3.90 3.88 3.70 3.47 3.39 3.32 3.77 3.49 3.27 3.22 3.12 e r o c S n a e M Base 271 284 288 285 366 256 256 261 259 279 260 261 261 258 270 58 80 61 76 127 152 173 168 171 200 144 169 153 160 183 Courtesy of airport staff Eating facilities VFM: Eating Availability of bank/ facilities ATM/exchange Shopping facilities VFM: Shopping facilities Notes: Responding to all questions is not mandatory, the numb er of respondents could b e different for each item Q7: “Based on your experience today, please rate this airport on each service item” Base is Respondents providing a valid response. Results for small samples (n<30) are presented for informative purposes only. © 2020 ACI Airport Performance - Q2 2020 20 3131AUS – Airport Performance Trend Over Time – Airport Facilities (2/2) 3.88 3.78 3.75 3.57 3.87 3.60 3.24 3.20 e r o c S n a e M Q2'19 Q3'19 Q4'19 Q1'20 Q2'20 4.26 4.33 4.37 4.38 4.32 4.23 4.61 4.59 4.23 4.21 4.25 4.08 4.49 4.14 4.18 4.09 3.88 Base 197 204 197 204 232 46 61 39 63 101 321 323 333 319 359 315 308 331 306 348 345 351 350 351 390 Internet access/WiFi Business/Executive Lounges Availability of washrooms Cleanliness of washrooms Comfort of waiting/gate areas Notes: Responding to all questions is not mandatory, the numb er of respondents could b e different for each item Q7: “Based on your experience today, please rate this airport on each service item” Base is Respondents providing a valid response. Results for small samples (n<30) are presented for informative purposes only. © 2020 ACI Airport Performance - Q2 2020 21 3232AUS – Airport Performance Trend Over Time – Airport Environment Q2'19 Q3'19 Q4'19 Q1'20 Q2'20 4.70 4.40 4.44 4.43 4.29 4.59 4.28 4.18 4.36 4.36 e r o c S n a e M Base 356 355 357 356 401 354 352 358 352 396 Terminal Cleanliness Ambience of the airport Notes: Responding to all questions is not mandatory, the numb er of respondents could b e different for each item Q7: “Based on your experience today, please rate this airport on each service item” Base is Respondents providing a valid response. Results for small samples (n<30) are presented for informative purposes only. © 2020 ACI Airport Performance - Q2 2020 22 3333AUS – Airport Performance Trend Over Time – Arrivals Services Q2'19 Q3'19 Q4'19 Q1'20 Q2'20 4.38 4.43 4.29 3.83 4.02 4.06 4.02 3.92 4.40 4.40 4.29 4.00 3.67 e r o c S n a e M Base 6 7 8 7 0 166 193 177 192 221 6 5 7 6 0 Passport Inspection Speed of baggage delivery Customs inspection Notes: Responding to all questions is not mandatory, the numb er of respondents could b e different for each item Q7: “Based on your experience today, please rate this airport on each service item” Base is Respondents providing a valid response. Results for small samples (n<30) are presented for informative purposes only. © 2020 ACI Airport Performance - Q2 2020 23 3434AUS – Ranking Within the Customized Panel Overall Satisfaction – Total 7 5 . 4 6 5 4 . 2 5 . 4 7 3 . 4 4 3 . 4 8 2 4 . 6 2 4 . 4 2 . 4 Average All Airports 4.41 L A D - 2 C J S - 3 D N I - 4 E K M - 5 L T A - 6 W T D - 7 W F D - 8 X A L - 9 Q7. Based on your experience today, please rate this airport on each service item: Overall satisfaction with the airport. © 2020 ACI Group Benchmark - Q2 2020 24 e g a r e v A 7 6 . 4 S U A - 1 3535AUS – Ranking Within the Customized Panel Cleanliness of washrooms 9 4 . 4 8 4 . 4 7 4 . 4 3 3 4 . 3 3 4 . 1 3 . 4 5 2 . 4 0 2 . 4 Average All Airports 4.37 e g a r e v A 9 5 4 . S U A - 1 D N I - 2 C J S - 3 L A D - 4 L T A - 5 E K M - 6 W T D - 7 W F D - 8 X A L - 9 © 2020 ACI Group Benchmark - Q2 2020 25 Q7aa. Based on your experience today, please rate this airport on each service item: Cleanliness of washrooms/toilets. 3636AUS – Ranking Within the Customized Panel Terminal cleanliness 2 6 4 . 0 6 . 4 7 5 . 4 8 3 4 . 6 3 4 . 5 3 . 4 5 3 . 4 s t r o p r i A l l A e g a r e v A 6 4 . 4 1 3 . 4 e g a r e v A 0 7 4 . S U A - 1 C J S - 2 D N I - 3 L A D - 4 E K M - 5 L T A - 6 X A L - 7 W T D - 8 W F D - 9 © 2020 ACI Group Benchmark - Q2 2020 26 Q7cc. Based on your experience today, please rate this airport on each service item: Cleanliness of airport terminal. 3737What was your BEST experience at this airport today? (ASQ Survey Comments) May 2020 (Q2) July – August 2020 (Q3) Themes: Clean, Quick, Easy, Courtesy & Friendly Employees Themes: Clean, Courtesy & Friendly Employees ● No crowds, clean and neat. ● Courtesy of staff. ● Overall a very lovely experience/great atmosphere. ● First time flying out from this airport, very nice experience so far. ● Friendly employees/willingness to help. 27 ● Clean and safe ● Airport feels very clean/Thank you for asking for feedback! Survey giver was great. ● Easy to navigate through ● Nice clean airport with friendly staff. ● Nice facility, friendly staff/I look forward to coming back in September. ● Quick and easy. ● Security TSA/Love Austin and great job during a difficult time! ● Quick Check-in & waiting time/Excellent service, keep up the good work and Thank you! ● Courtesy and helpfulness of airport staff. Keep up the good work! ● Cleanliness and easy to navigate. ● Thoughtfulness of Staff. ● Excellent bathroom cleanliness. ● All staff members from Check-in services, security, custodial have been very pleasant. ● Friendliness of Staff./I love ABIA. ● Check-in. Overall good experience even with COVID restrictions. ● Clean, short lines and no wait times ● Friendly + Helpful SW Employee & Airport staff. ● Cleanliness of washrooms/toilets. 3838What was your WORST experience at this airport today? (ASQ Survey Comments) May 2020 Q2 July – August 2020 Q3 Themes: Social Distancing, Lack of Food, Mask Themes: Lack of Food and Mask ● Concerned that Southwest is more strict about social distancing and the use of masks than the airport. Not everyone is wearing a mask. ● I understand the COVID but we need to eat. More vending machines maybe? Nothing is open and I'm hungry. ● Lack of food options (multiple comments) ● Had to sit at gate, no social distance. ● Nothing was open to sit, eat and drink. ● Very few food options. ● Lack of food or shopping selection. Some people without masks. TSA agent checking lbs. not wearing mask. ● ● ● Would like stronger mask enforcement. ● Others not wearing masks despite announcements. ● Not enough eating facilities open. ● ● ● Need more food options. I’m hungry! ● Not much open for food and shopping. ● Closed shops due to COVID. Food is very expensive and not enough food options. Leaving Austin. I love Austin. 28 3939Social Media Feedback Themes • Concessions: • Masks: 29 4040Cleanliness Satisfaction | AUS vs System Since the beginning of tracking cleanliness satisfaction in June, AUS Customers overall are highly satisfied with the cleanliness in AUS Lobby Cleanliness Satisfaction Kiosk Cleanliness Satisfaction Jun Jul Aug AUS System Jul Aug AUS System Gate Cleanliness Satisfaction Bag Claim Cleanliness Satisfaction 86% 84% 92% 90% 88% 86% 84% 82% 80% 88% 86% 84% 82% 80% 78% 86% 82% 86% 81% Jun Jul Aug AUS System 90% 86% 82% 95% 90% 85% 80% 75% 95% 90% 85% 80% 75% 89% 83% Jun 88% 82% Jun 83% 91% 83% 91% 84% 91% 83% Jul Aug AUS System In August, AUS experienced strong cleanliness satisfaction vs the system; Gate area’s downward trend provides an opportunity for improvement Page 30 Proprietary & Confidential Source: Customer Experience Survey AUS n= 2,880; System n= 33,645 4141Questions? AustinTexas.gov/Airport Facebook.com/AUStinAirport Twitter.com/AUStinAirport 31 4242434344444545464647474848494950505151525253535454555556565757585859596060616162626363646465656666