With favourable winds, the flight from Canton arose before 6 o'clock in the morning at terminal 2 of Roissy - Charles-de-Gaulle airport, with one hour in advance. You soupirez comfortable. But once the device in the case, you start to realize. This is a good quarter of an hour that you could leave the aircraft. Or officer to fly the landing bridge takes his position now. Reached in the Terminal, you're to the control of the border police and there is congestion. You fulminez thirty-five minutes in with a few thousand other disembarked passengers along with you in this Hall of arrivals uncomfortable and low ceiling, noting with dismay that many counters are closed. Your submitted passport remains to baggage, but this chore takes a half hour more! When you finally exit the Terminal, you see, angry that you have landed there is already an hour and a half!
This type of inconvenience, the familiar reader of Roissy can poorly enrich anecdotes from his personal experience. Thus the flights, stress generated at peak hours by the long queues at the BIP, these filtering inspection stations where security officers check your luggage in hand and you are pass at the metal detector, before you enter the boarding area. Experiences that are worth a good poor reputation platform and its Manager, AÃ©roports de Paris (ADP), which also operates the airports of Orly and le Bourget. According to a study of the American firm JDPA cited in July 2008 by the Court of Auditors in a highly critical report on the performance of ADP in terms of quality of service, Roissy-CDG, second European airport behind London Heathrow, with 58 million passengers year last and main "hub" of Air France-KLM ranked in 2004 Peter 68 76 major airports world rank.
Two years later, in February 2010, the magistrates of the Rue Cambon re-emerge niche. They certainly pointed out that the company was engaged in a real approach of progress, including the establishment of a customer satisfaction management and the launch of a few major sites, such welcome replacement of any signage in passenger terminals or improvement of the rate of contact"(percentage of available aircraft from a gateway, which avoids to borrow a bus). But they noted that the decisive developments were too recent to measure the effects. Found to draw closer to us, "Le Parisien" water dramatically nail: referring to a Canadian ranking by travelers in transit, the newspaper headline, on 4 August, that "Roissy is the worst airport in the world." As soon as recovery information loop by several media.
Director-General delegate of ADP and loaded by the President Pierre Graff of the policy of quality improvement - elevated to the rank of strategic priority in the economic regulation (CRE) contract signed with the State for the period 2011-2015-, FranÃ§ois Rubichon willingly admits critics of the Court. But he has still not digested the missile fired by our colleague. "Hosted by backpackers share a combined sleeping in airports without going to the hotel when they are in transit, the Canadian site Sleeping in airports are ranked not Roissy as"worst airport in the world", but as"worst airport in the world is sleeping"." This is not the same thing! As to the substance of the debate, an airport is not a hotel. And if the backpackers complain the presence of armrests which prevent lie on benches, our customers, they, lip precisely these armrests.
FranÃ§ois Rubichon supports more poorly this trial that, to hear him, the improvement of the quality is already noticeable. He wants to prove the result of controlled the BVA Institute, carried out surveys of 48.000 passengers per year to Roissy and Orly and declining in several chapters (parking, truck with baggage, lifts, toilets, queues, embarquement rooms). According to BVA, the overall satisfaction rate is thus passed to 80.7 in 2006 to 85.6 in 2009. The leader sees mainly the effect of heavy capacity investment incurred in the first contract signed with the State for the period 2006-2010, to, inter alia, to relieve Roissy. If there are future boarding the 2nd terminal S4 satellite, available in July 2012, four terminals will have indeed added four years only, or an annual capacity of 25 million passengers. However, as noted by FranÃ§ois Rubichon, "increasing the capacity is the lever to improve the quality."
In passing, the objective is also to correct as far as possible one of the biggest flaws of Roissy: the disparity in its architectural buildings, where the worst with the best, because of a construction scattered and over more than three decades. Today, if the renovation of the first building, terminal 1 (opened in 1974), is on track and, if that of terminal 2 (commissioned in 1984) was partially performed, Terminal 2 (b) (delivered in 1982) and 2D (opened in 1986) are however totally obsolete and far more poorly rated by passengers. The opening of the S4 will thus simultaneously to close the 2 B for three years and restructure in whole. After 2015, it will be the turn of the 2D. In the meantime, by 2012, the implementation of the S4 will be a winner: the SkyTeam alliance formed by Air France-KLM and its partners. Their flights will be more scattered on various terminals, but concentrates on the terminal 2F for domestic flights and in the Schengen area, the 2nd for international flights and the 2 G for regional flights. This is for the large work, the cost of which is amounting, all the same, to EUR 750 million for the period 2011-2015. Will add 132 million for pardons of lesser magnitude. "Within three years, we will have 15 of sanitary blocks and more", for example promises Dominique Mary, responsible for the management of customer satisfaction.
Welcome improvements, but that will not change the impression of floating and disruption experienced in good morning, return of gravitation Because in this case, ADP is not at issue: if it is incumbent to provide boarding bridges or mats baggage in working condition, the company is not responsible for their handling, these tasks incumbent to the airline or its subcontractors. ADP decided nor the number of police assigned to border crossings. Finally, a part of chance can still complicate the equation: a 8x12m - this violent current circulating air from West is - lower that normal enough for example to make in advance landing flights from Asia to delay those who come to the United States. In this case, it is insured bottling.
"Too long, ADP has invoked the misfortune or took advantage of the breakdown of responsibilities on the ground to see on a partner the cause of a malfunction, said one observer. Fortunately, different actors have finally understood the interest to coordinate. "Named"Succeeding together", an operation initiated five years ago by Air France and EPA begins to emulate in a multitude of fields. Evidenced by the border crossing. Now, to better manage the flow, has police providing tables, terminal by terminal, the number of passengers expected upon arrival. The last update is made to 4: 30 in the morning, before the first rush of the day. And, recently, at the 2nd terminal, about 30 persons (half police, half commercial agents of ADP) conducts an experiment aimed at improving the home to the identity check. What, perhaps, make "back ground of the proposals, such as changes in schedules, that the police hierarchy will never happen to impose itself" hope a source.
Another example: the evolution of the relationship between ADP and its subcontractors. As the rules in force with the State, which determines the tariff increases between 2011 and 2015 to ten indicators of quality improvement, ADP has generalized the clauses of