Airport Process Masters » Agenda
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Chair & Moderation
Dominic Nessi, Deputy Executive Director/Chief Information Officer, Los Angeles World Airports, USA
Key Performance Indicators for Airport Process Excellence
Heathrow’s new Terminal 2
David Stewart, Assistant Director Airport Development (Heathrow), IATA
- Background: The Star Alliance „Under one roof“ initiative
- The Heathrow Master Plan
- T2 design concept
- Incorporation of IATA „fast travel“ initiatives
- Project implementation programme
Rebuilding of LAX’s IT environment through the process of IT governance
Dominic Nessi, Deputy Executive Director/Chief Information Officer, Los Angeles World Airports, USA
- LAX’s recent past and the lack of capital investment
- The physical deterioration of existing physical structures and IT environment
- The use of an IT governance process to attack the problems
From CDM (Collaborative Decision Making) to total airport management
Prof. Dr. Johannes Reichmuth, Head of DLR Air Transport and Airport Research, German Aerospace Center (DLR), Germany
- Future airport operating system concept
- Next steps in Collaborative Decision Making
- Integrated airside and landside airport management
- How to facilitate inter airport CDM
- What-if tools as decision support
Optimising Security Processes
New generation airport security: Ben-Gurion International Airport
Nahum Liss, Head of Planning Control & Projects Department, Security Division, Ben- Gurion International Airport
- Security as an inseparable component of the airport
- ”Common sense security“: Adjusting the intensity of the security measures to the perceived threat
- The ”onion“ principle: Security rings approach
- Technology: A key player in the security array
- Command and control: The ”big picture“
- Efficient security checks increase airport revenues
- Global co-operation
Security process improvement through integrated IT solutions: An update on what happened in the last 18 months
Dr. Rolf Felkel, Senior Executive Manager Airside, Landside and Security Applications, Fraport AG
- Update on the current situation at FRA: Responsibilities and processes
- Passenger and resource Information System: Current situation and results
- Barcoded boarding pass checkpoint: Latest developments and automation (eGates)
- Passenger counting solution and queuing time measuring: Current situation and first experiences
Passenger and Baggage Handling
Baggage recovery process and areas of improvement
Christian Arenz, Product Manager e-services, Swissport, Switzerland
- Baggage information and respective data processing today and in the future
- Current baggage situation and future baggage recovery process improvements
- Swissport’s experience with lost & found self-service kiosks
„Need Help?“: New airport service
Jolanta Rokosz, Manager of the Passenger Terminal, The John Paul II International Airport Kraków—Balice Ltd., Poland
- Service/guideline & principles of organisation
- Everyday NH’s responsibilities plus additional duties
- Airport guards of standards/reporting & monitoring
- Benefits for airport & passengers
- “Hatchery” of airport staff
- Student projects
Interactive Evening Session
Partnership between Airline and Airport
Thomas Spiller, General Manager Operations and Contracts, Munich Airport
Terminal 2 Management Company &
Marc-Daniel Stoesser, Manager Operations & Infrastructure, Terminal 2 Management Company
- Munich Airport Terminal 2: a win-win situation?
- Focus process excellence
- Best practice baggage handling at the baggage conveyance facility
Short Presentations & Working Group Sessions
Non-aviation revenues at Florence Airport
Guido Vitali, Commercial Director, Aeroporti di Firenze, Italy
Ground handling of low cost carriers
Shubhashish Bhattacharya, Senior Manager Terminal & Landside Operations, Bangalore International Airport, India
Terminal Operations Best Practices
Traffic Management Evolution: How to manage a dynamic HUB
Arno Thon, Senior Manager Service Partner and Punctuality, Deutsche Lufthansa AG, Germany
- Critical factors of a HUB operation
- Punctuality vs. connectivity
- Role of the HUB control
- Realtime decision-making: Ontime DSS
Customer relationship management and customer Satisfaction at Düsseldorf International Airport
Karin Möllers, Head of Non Aviation Business, Düsseldorf International Airport, Germany
- Efficient parking management with an integrated pre-booking system
- Implementation of the „Value Card“
- Airport events as an important factor of turnover increase
- Further non-aviation revenues at DUS
Setting up an integrated customer relationship management system at Milan Airports
Delphine Hornez, Customer System Development Manager, SEA Aeroporti di Milano, Italy
- Present consumer behavior tools (customer satisfaction, loyalty, web investigation) at Milan Airports
- An integrated approach to CRM: analytical and operative CRM for an airport managing company
- The CRM project in Milan: aims and implementation strategies
