Maximise participation and deliver actionable findings.
The Functional Airspace Block Europe Central (FABEC) is a cooperation of six European states and seven Air Navigation Service Providers (ANSPs) that covers one of the busiest and most complex airspaces in the world. Its purpose is to support cooperation across the lower and upper airspaces of Belgium, France, Germany, Luxembourg, the Netherlands, and Switzerland to optimise the organisation and design of the airspace it covers.
On several occasions over the last 10 years, FABEC has undertaken customer satisfaction surveys with the objective of gaining more insight into airline views and needs, providing a basis for the creation of FABEC-wide and ANSP specific action plans. To support the 2019 iteration of the survey, FABEC employed one of the world's largest research agencies with extensive experience in conducting surveys, but without specialist knowledge of air traffic management. This resulted in a low response rate, and criticism from the airlines, whose responses lacked constructive approaches to solutions. Ultimately, it led to a lack of engagement between FABEC and its customers.
For the 2022/2023 study, FABEC contracted Egis to help increase the level of engagement from airline operator customers, deliver more meaningful findings and, above all, to ask the airlines for constructive approaches to solutions. The ideal vision was to create a win-win situation for both parties.