COPA Back to 4 Flights Per Week in December

Simpson Bay, St. Maarten (Wednesday, October 02, 2013) – COPA airlines, the island's major connection to the South American market, will be back to servicing Princess Juliana International Airport (SXM) with four flights weekly from its Panama hub as from December 12th, 2013. This was one of the results of talks held between a delegation led by St. Maarten's Minister of Tourism, Economic Affairs, Transport and Telecommunications, (TEATT), the Hon. Thadeus Richardson and COPA executives in Panama recently.

However, for the COPA flights to remain sustainable, it was agreed that the St. Maarten delegation, which also included representatives from the Office du Tourisme in Marigot and Anguilla, would create market awareness to help push the flights. Similarly, it is imperative for St. Maarten to revisit its VISA requirements if an increase in traffic is the desired goal as the current requirements do not favor tourism growth.

"Furthermore, we would have to optimize our product, as everybody sells a different type of product, and focus on secondary markets such as Porto Alegre rather than Sao Paolo and Rio de Janeiro in Brazil," reported Suzy Kartokromo, Acting Manager, Marketing and Customer Service Department at SXM, who was part of the delegation.

According to Kartokromo, "parties agreed to consider all of these in finalizing their 2014 marketing plans."

Partnering with Copa Airlines currently are both halves of the island and Anguilla. In keeping with the objectives of the recently concluded Air Service Maintenance and Development study, efforts are ongoing to include country partners St. Barths and possibly both Dominica and Tortola in the marketing efforts.

COPA airlines operates a network consisting of 66 destinations in 29 countries which represents 1,800 weekly flights using 90 aircrafts that are on average only 5 years old. COPA's average load factor is in the high 80%, and occasionally surpasses 90%. While 250 strategic partners sell COPA Vacations packages, the airline also offers a great marketing tool dubbed the "free stopover in Panama" for connecting passengers. This is a 2 for the price of 1 deal that allows travelers NOT originating in Panama to stay up to 7 days at the connecting city (Panama) on their way to or from their destination.

Minister Ted Richardson extended an invitation to all parties to hold the next meeting of the group in St. Maarten. No date has been fixed for this meeting yet.

Runway asphalt works to end in November

Rehabilitation project to continue through Q1 2014

As part of SXM Airport's ongoing runway rehabilitation project, which began March 2013, all runway asphalt works will be completed by November 2013, and the demolition of the Asphalt Plant is expected by the end of the year. Overall, the completion date of the project has been adjusted to the first quarter of 2014, when the electrical works will be finalized.

All runway works will continue to be carried out at night, between 9:30 p.m. and 6 a.m. when there are no aircraft operations, through November 2013. After November, runway works will continue but, will not affect the aircraft operations.

The rehabilitation of the runway was urgently required due to the deterioration of the asphalt surface after 15 years of use. It is customary to have a major resurfacing of the runway done every 15-20 years depending on the condition of the airport pavements. The last resurfacing of the runway took place in 1997.

The new taxiway Bravo was also modified to allow large narrow body commercial aircraft better access to the parking apron and shorten the backtracking on the runway prior to take off.

The runway rehabilitation project also includes the implementation of the required Runway End Safety Area (RESA) to the West. As a continuation of its "Going Green" initiative, all halogen Runway and Taxiway lights were replaced with LED lighting.

SXM Marks 70th Anniversary this year

Princess Juliana International Airport, SXM, has evolved over the past 70 years from the tiny US military airstrip it was in 1942, during World War II, to the ultra-modern international airport it is today. The first commercial flight, a Royal Dutch Airlines, KLM, flight with a "Kolibrie" aircraft, touched down at Princess Juliana International Airport on December, 3, 1943. About half a century later, the world's largest transport aircraft, the Antonov An-255, came calling with relief materials in 1995 following the devastation caused by Hurricane Luis. In between, even the now defunct Concorde, which at the time was the world's fastest aircraft, landed on our runway long before it was extended to its current length of 2,300m (7,659ft). It is safe to say, that the way the airport has gone is the way the island's economy has developed. The Princess Juliana International Airport has not only been the gateway to this touristic paradise, but also one of the main engines of the island's incredible economic growth.

Princess Juliana International Airport currently caters to 1.7 Million passengers annually, from the Caribbean, Europe, North, Central and South America. With approximately 170 aircraft movements a day, SXM is one of the busiest in the region, served by 22 scheduled airlines and a dozen charters with direct service to some 33 destinations/cities all over the world.

Free WI-FI at SXM Coming Soon

By mid November, Princess Juliana International Airport, SXM, would have unveiled its new and improved free, premium WI-FI service for all airport users. Users will be prompted to input their e-mail address after which they would be able to seamlessly log in to the new Wi-Fi network. Though SXM has had Wi-Fi available in the past, the new and improved Wi-Fi service will offer users faster connectivity, steady connection, and overall an enhanced browsing experience.

FIDS Upgrade to include Video Walls

SXM Airport will soon have three eye-catching video walls as part of a PJIAE-SITA MU-FIDS agreement, whereby SITA is upgrading SXM Airport's Flight Information Display System (FIDS). In addition to the FIDS upgrades, the project also includes replacing old computer equipment and boarding and bag printers at all counters as well as replacing and updating all FIDS screens. Some aspects of the project are already completed, such as the replacement of the FIDS at all check-in counters with new 46-inch screens. Other ongoing aspects of the project include replacing all Baggage Information Display System (BIDS) screens in the make-up area. The background image of all FIDS and BIDS will also change, allowing for additional information display. New equipment and software will be installed to provide the option for SXM to receive added information from the systems. This new software has already been installed at the Airport Depart Fee (ADF) booth and the respective personnel trained on the system. Airport Management System (AMS) equipment, which provides the Operations Department the resource to input flight and parking data, etc., will also be upgraded. Personnel has been trained on the upgraded Airport Management System, complete with a DEMO System installed at the airport's Operations center to ensure personnel remain up to date on new system operation. However, by far one of the most unique features of the project will be the installation of the three video walls. This is the most noticeable change for the airport. The Technical Division is currently working with SITA on this aspect of the project which is expected to be completed by the 2013-2014 Winter Season.

Soualiga Business Class Lounge
renamed Executive Lounge

In keeping with our new brand, the SXM Airport Lounge located in the departure hall – formerly known as the Soualiga Business Class Lounge – is now the Executive Lounge.

The Executive Lounge has a partnership agreement with a number of airlines servicing our airport and with some Private Lounges throughout the world. Eligible travelers will receive an invitation from their respective carrier entitling them entry to the lounge or they may present their lounge card for accessibility.

Any traveler can also make use of our Executive Lounge by paying our daily fee of $20 or by becoming a member. Yearly Individual Membership: $225 Yearly Corporate Membership: $325

Membership application forms are available on our website at www.sxmairport.com/executive-lounge.php or by calling the Executive Lounge at 1 (721) 546-7529 or Fax: 1 (721) 546-7557 or e-mail: executivelounge@SXMairport.com.

2013 Statistics

SXM's New Finance and Corporate Structure

During the second quarter of 2013, Princess Juliana International Airport, SXM, contracted a Financial Advisor through Pricewaterhouse Coopers (PWC) to revamp its financial division. This came as a result of an assessment carried out earlier by PWC in April 2013. The main purpose of the exercise was to reorganize the division based on the findings of the assessment. The incoming Financial Advisor, Julie Edwards, began with the Accounting & Reporting Department with the intent to provide the ability for the department to continue operations in the absence of any of its employees (such as vacation, sick leave,etc.), as well as provide staff development opportunities. As such, a job rotation schedule was implemented with the organizational changes of the new Finance & Reporting Division, which took effect on Aug. 1, 2013. This new rotation schedule enables each member of the Accounting team to assume the role of each function in the department while on rotation for a specified period of time. Currently the time period is six months. This means that every six months, each employee of the accounting department will assume a different function until they have all assumed each function of the department – a process which is expected to take approximately two years. This new schedule allows each individual within the department to learn new skills, while maintaining and enhancing the current operations. Another aspect of the reorganization was putting more focus on collection from outside debtors. To achieve this, a new function – Credit & Collections Clerk – was created within the Accounting Department and the position was filled by existing member of the finance team, Erica Lake.

Procurement Department

Formerly the Purchasing Department, this department will now expand to cover the entire procurement process including, identifying bidders, evaluating service providers, vendor quotes, vendor selection, managing requisitions and purchase orders, etc., essentially all aspects of the procurement life cycle.

Data Management & Statistics Department

Formerly the Statistics Department, this department continues to perform the same basic functions, but given the reorganization, there will be more opportunity for future growth and expansion. Currently, this department collects passenger and aircraft movement statistics for airline billing purposes. This department will eventually be responsible for expanded data collection, data management, and data analysis to help support PJIAE strategic business initiatives.

Passenger Control

As part of the re-structuring of the new Finance & Reporting Division, Passenger Control now falls within the Security Department, as the duties are more in alignment with this department.

Information Technology & Telephony (ITT) Department

As part of the re-structuring of the new Finance & Reporting Division, ITT now falls within the corporate division as this department provides support to the entire organization.

Corporate Structure

Also during Q2 of this year, the Corporate Division saw changes when the Marketing & Communications Department was renamed Marketing & Customer Service Department. The company's customer service representatives, previously members of the Passenger Services Department, were joined with Marketing effective June 1, 2013, and the company's communications are now exclusively handled via its Corporate Communications Specialist, Kalifa Hickinson who previously headed the Marketing & Communications Department and holds a Master's degree in Communications. Ms. Suzy Kartokromo, former Senior Business Development Officer of the Marketing & Communications Department is now Acting Manager, Marketing & Customer Service.

Effective Oct. 1, 2013, there was also a new executive level position installed within Corporate Division, namely Chief of Administration, which will oversee and direct the administrative processes of the Legal, Human Resource, Enterprise Risk Management & Compliance, and Quality Assurance Departments.

The Chief of Administration position is designed to provide executive level support to the Managing Director, and oversee several managers that previously reported directly to the Managing Director.

Ms. Migdala Artsen-Clarinda is the new Chief of Administration at SXM.

We congratulate Mrs. Artsen-Clarinda on her new appointment as well as welcome her back to the SXM Airport family.

Study Says SXM Should Set Up Air Service
Development Committee to Further Cement
Hub Function

The Princess Juliana International Airport Operating Company, PJIAE NV should take "immediate action to form an effective Air Service Development Community with its country clients (to become country partners), regional airlines and ferry services in order to drive the airport's Air Service Development programme to the benefit of all participants."

This was the main recommendation of a study on Air Service Maintenance and Development conducted at the request of SXM Airport by El Perial Management Services. El Perial recently submitted its final report to the airport management. In the report, it says, "The establishment of the Air Service Development Committee (ASDC), led by the PJIAE, will be the organizational vehicle to drive this effort."

Another key recommendation of the report is for PJIAE NV "to immediately start collecting detailed marketing-useful data on its passengers and to convince its now country partners to share similar data with all members of the ASDC in an open and timely manner." This data, according to the report, "will form the basis for a more effective approach to both international and regional airlines to serve PJIAE and its country partners."

In welcoming the report, PJIAE NV Managing Director, Regina LaBega, said that the airport considered the study of "utmost importance if we are to maintain and further develop SXM's hub function and increase airlift to the island."

"We will take the necessary steps to ensure the effective implementation of the main recommendations in the report, and will start with sharing it with our stakeholders who, it must be pointed out, had shown a high degree of cooperation during the elaboration of the study," LaBega said.

It is not the first time El Perial would conduct such a study on St. Maarten. In 2004, the St. Maarten Tourist Bureau contracted the firm to assist it in developing its air services program to support investment in and expansion of St. Maarten's airport. That report, says El Perial, formed the baseline for the one it just concluded. Then, as now, passenger movement was at the center of the study.

"The key word in this report is 'partnership'," said LaBega. "That partnership was at the core of our joint success in attracting JetBlue to the island, as the report correctly notes. We will have to further expand on our partnership with all our stakeholders in order for all of us to move forward together."

The report also includes recommendations on increasing service levels to and from Canada and the Intra-Caribbean as well as the quality of service at SXM. Detailed recommendations on ensuring expanded service from the USA, UK and Latin America are also included in the report.

While acknowledging the support it received in carrying out the study from the management of SXM, El Perial however warned that, "ours was only the first step."

According to El Perial, "The next steps and certainly the greater challenge falls with the management of PJIAE as it proceeds to implement the recommendations, in the full realization that it does not have complete control over such implementation and as such has to create successful partnerships with varied grouping of stakeholders."

SXM's Roundabout Beautification
nears completion

Three bronze sculptures of St. Maarten's "National Bird," the Brown Pelican, will adorn the roundabout at the Princess Juliana International Airport, SXM, when the project is completed in November. The Pelicans are being made by famed sculptor, Mike Maghiro. Currently Phase 1, the infrastructural works, is complete and what can be described as the "foundation" for the design is in place. This includes the newly-erected concrete walls and installation of the pavement. The completed roundabout will feature lighting in addition to the much anticipated Pelicans, and will bear SXM's logo as well as feature the airport's hub partners. Greenery will also be added to beautify the roundabout.

Virgin America conducting
Market research in St. Maarten

Virgin America is conducting a market research on the island as part of its long-term plans. This was disclosed at a meeting the airline requested with the St. Maarten delegation that attended the recently concluded World Routes 2013 held in Las Vegas.

The delegation was led by the Hon. Ted Richardson, Minister of Tourism, Economic Affairs, Transport and Telecommunications and included Regina LaBega, SXM Managing Director, and Edward Dest, Interim Director, St. Maarten Tourist Bureau (STB). Other members of the delegation were Louis Halley, head of Maritime and Civil Aviation, and Suzy Kartokromo, Acting Manager, Marketing and Customer Service Department at SXM.

"Our participation at the World Routes 2013 yielded very positive results," stated Minister Ted Richardson. "We were not only able to meet with key players in the aviation industry, but also discussed the long-term plans of airlines such as Virgin America and Southwest, which are considering possible service to St. Maarten."

More than 2,700 delegates representing 300 airlines, 750 airports and 100 destinations participated in World Routes 2013, considered the world's most important commercial aviation event, which was held this year for the first time on US territory.

The St. Maarten delegation also met with representatives of Hartsfield Jackson Atlanta Airport and New York's Kennedy Airport.

"These meetings were based on our interest to establish meaningful sister airport relationships. We had fruitful discussions among others, about 'best practices' as they relate to retail, technical, customer service, etc. in the operations of an international airport," LaBega disclosed.

The potential of increasing airlift to SXM was among the main focus of the delegation in its discussions with several airlines. US Airways, for example, expressed its satisfaction with the St. Maarten market and revealed that it is finalizing plans to use a larger aircraft in November to operate its weekend flights into SXM. "This larger aircraft, Airbus 330 will result in an increase of approximately 70 seats per flight," LaBega stated.

LIAT also expressed its interest to operate in and out of SXM after 9 PM, to maximize aircraft utilization and profitability.

Similarly, Fly Montserrat, expressed an interest in flying between Antigua and SXM. The company stated, however, that this would not be to compete against LIAT, but merely to complement the existing service from carriers.

JetBlue's San Juan, Puerto Rico service has been performing well and the airline is looking into the possibility for increasing service. The company said its load factors in and out SXM are good and revealed that talks are underway for a possible interline agreement with LIAT. It is also considering "sharing flights" between two markets. In such cases a flight would, for example, operate 4 times weekly into SXM, and the other 3 days the aircraft would be used to operate for example in and out of St. Thomas.

"I am very satisfied with the outcome of our participation in the World Routes event and look forward to follow up action to concretize the results of our various meetings with our aviation stakeholders," concluded Minister Richardson.

SXM R&FF Department gets repairs

As part of SXM's strategic business plan and in efforts to remain in compliance with standard regulations, the airport's Rescue & Fire Fighting Department, R&FF, will be modified and relocated. As this project is not expected to be completed until 2015, intermediate repairs were carried out recently to the present R&FF building. These include the replacement of ceiling tiles and windows, and paint refresher in critical areas. Hose racks and equipment storage lockers were also upgraded, traps in the restrooms were installed, and a temporary solution to the building's leaking roof was put in place.

SXM Staff completes Protocol
& Customer service course

Some 19 employees of the Princess Juliana International Airport (SXM) recently completed a training course in Protocol and Customer Service. Participants in the course were drawn from the Marketing & Customer Services Department, the Executive Lounge, the Security Department and the Quality Assurance Department.

Norma Brill, Manager of Human Resources, noted that those selected to attend the training were “either directly involved in customer service, in any form, and/or … would at one point or the other, have some contact with high government officials on specific occasions.”

Indeed, management’s decision to organize the course was a result of the frequency of visits to the airport and to functions at the airport by government officials, both from St. Maarten/St. Martin and foreign.

According to Suzy Kartokromo, Acting Manager, Marketing & Customer Services Department, “the objective of the Protocol training was firstly for attendees to become familiar with the “rules” by which official and state affairs are conducted, locally and internationally. These rules are governed by “The Vienna Convention on Diplomatic relations,” established on April 18, 1961.”

She said participants were trained in understanding “Precedence” (ranking of persons at ceremonial functions), the various dress codes, various types of events (state banquet, state visit, etc.), National emblems (Coat of Arms, flags, etc.), titles and forms when addressing VIPs (e.g. Your Excellency for Governor), treatment of VIPs, matters related to VIP events (invitations, arrival and seating of VIPs, receiving line, official programs, etc.) and the do’s and don’ts associated with this subject. Kartokromo said of particular importance was the “flag precedence.”

SXM Airport Managing Director, Regina LaBega, revealed that the airport will look into establishing “a policy ‘across the board’ on protocol, along with its airport partners, especially airlines.”

The second part of the training dealt with “The Essentials of Service.” Customer Service was defined as “the sum total of what an organization does to meet a customer’s expectations and produce satisfaction.”

“With customers’ expectations increasing, we must realize that a customer’s relationship with an organization could last for years, as the experience could be made up of different aspects, provided at different times before, during and after a purchase, for example, noted Kartokromo. Branding, as part of this experience, is an important element, she added.

The experience with immigration officers at the airport was singled out during the course. “As the ‘gatekeepers’ to St. Maarten, we must address this matter, sooner than later,” Kartokromo remarked.

She also said participants were required to come up with a Customer Service vision that would reflect the proposition, “Stakeholders committed to genuinely and professionally anticipating the needs and exceeding the expectations of its customers, thus enhancing the overall experience to make it legendary.”

The final day of the training, which appropriately coincided with World Tourism Day, saw participants putting into practice what they had learned in role-playing situations.

Kadina Hodge, hostess at SXM Airport’s Executive Lounge, said the protocol training was “very informative. It was a good experience.”

Another participant, Elsidro St. Jago, Section head of Security Guards, found the protocol training “very enlightening.”

“I have never been in a class before in my life that was so energetic, positive, and creative,” St. Jago said.

He described the training as “very, very informative, practical, and meaningful,” not only for participants, but for the company as a whole as it pertains to protocol requirements. St. Jago said he now has a totally different view of the expressions, “work ethic, etiquette, and protocol procedures,” as a result of the training.

All the participants received certificates from SXM Managing Director Regina LaBega, who was accompanied by the course instructors Vernetta Calvin-Smith and Azra Nathudkhan, protocol consultant and director respectively of Customer 1st Caribbean Ltd.

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