Gateway to the US southeast, the world’s busiest airport also aims to be the world's best. It will have to try a lot harder, says Sheron Crossman Here's a tough mission statement by any standards: “To be the world’s best airport by exceeding customer expectations.” Which for staff at Hartsfield-Jackson Atlanta International Airport seems pretty well unachievable.
On a recent visit, immigration involved a weary 90-minute wait, ill-tempered staff at the gate, slow baggage reclaim and, worst of all, a seemingly endless circumnavigation to an overflowing bar because my designated watering-hole was being completely remodelled. But perhaps it was an off-day. After all, Atlanta is the world's busiest airport, both by passenger numbers and landings and take-offs. It's a ranking clung on to in 2006 by accommodating almost 85 million passengers and 976,447 flights over the year, which works out at 233,000 passengers and 2,600 flights a day, according to Geneva-based Airports Council International. All indicators point to further growth. The airport is not only the economic engine for Atlanta and the State of Georgia, but also for the whole of the US southeast. It generates annual business of $19 billion, representing 500,000 jobs. By 2015, the revenue is forecast to top $32 billion through handling around 121 million passengers a year. So Hartsfield-Jackson needs to change. Modernising an expanding but ageing airport to meet the increasing demand for air travel is, however, a worldwide conundrum with no quick-fix. The airport's answer is a $6.2 billion, flexible, 10-year master plan, launched in 1999. Centre-stage was a fifth runway, opened in May 2006 at a cost of $1.28 billion, aimed at saving airlines $5 million a week in operating costs. With four runways in use, Atlanta accommodated 96 arriving aircraft per hour in good weather; with the fifth, throughput is 134. What’s more, since launching the new runway, punctuality has risen: in December 2006, on-time performance was up to 99.5%, a 6.6% gain on the previous year. “When we opened the fifth runway, it was hailed as the most important in America because of its significance to air travel across the nation,” says aviation general manager Ben DeCosta. “The airport can handle more flight operations, as well as reduce the amount of pollutants released from aircraft sitting idle on the ground.” Also in the master plan is a new international passenger terminal, scheduled to open last year. However, budget overruns with the original contractor caused DeCosta to re-award the design contract to a new firm and it's now slated for completion in 2010. Once it is up and running, a further new terminal, south of the current set of buildings, is planned. This is expected to incorporate up to 70 gates, will be known as the South Gate Complex, and will cost an estimated $1.8 billion. It will be connected to the main terminal by extending the existing underground train link that transports passengers between concourses. A consolidated rental car facility should be completed by 2009 to house all agencies. A train link will connect the building with the airport and to the Gateway Center of the Georgia International Convention Center.
While these improvements are hugely welcome, they're way overdue. Atlanta is the seventh-largest international gateway in the US. It has more nonstop flights than any other airline hub in the world, serving 243 destinations in 46 countries. The airport is also Delta Air Lines’ main hub, with the majority of airport passengers flying with the carrier. For DeCosta, concerns that funding for the master plan could have been jeopardised is less of a problem now the airline's financial difficulties have been overcome and its future secured. Had that not happened, the chances of Hartsfield-Jackson becoming the “world's best airport” would have been well below zero. At-a-glance guide
Location: 10 miles (16.2km) from downtown Atlanta
Transport links: Metropolitan Atlanta Rapid Transport Authority (MARTA) operates trains, buses, and downtown and suburban shuttles. Buses depart every 15 minutes to the city centre: use exit door S5 or S6 from Delta baggage reclaim. MARTA trains arrive and depart every eight minutes, with a journey time of 15 minutes (tel: 404 848 4711 or visit Information Center on
Concourse E). More than 200 limousine companies serve the airport, but must be booked in advance
Annual passenger throughput: 85 million
Minimum connecting time: 60 minutes
Executive lounges: American Airlines Admiral Club, gate T10; British Airways Lounge, gate E26; Continental Airline's President's Club, between gates D12 and D13; Delta Airlines Crown Room Club and Businesslite Lounges, gates A17, A-Centrepoint, B10, B25, C26, E14, E15, T6; Lufthansa Airlines Senators Lounge, centre of concourse; United Airlines Red Carpet Lounge, between gates T13 and T14
Facilities: Wi-fi airport-wide; Atlanta Convention & Visitors Bureau Information desk at Atrium, main terminal; business lounges; smoking lounges on concourses A-E; post office; 200-plus food, beverage and retail outlets; inter-faith chapel; pharmacies; medical care
Banks/cashpoints: two Travelex at Atrium, main terminal and on Concourse E, gate 26
Airport hotels: courtesy hotel shuttle service located in ground transportation area west kerb, outside North and South terminals. Hotel courtesy phones inside terminals in baggage reclaim area
Ground transportaton centre: MARTA airport shuttles, limousine taxis, car rental desks
Website: www.atlanta-airport. com
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