Speaker Biograghy: After studying Law and Politics, and assisting in German development programmes in the Middle East, Thomas Penner started to work for Munich Airport in 1980 until the present day. Currently Thomas is Vice President of Terminal and Passenger Services. He is not only a consultant to the German DOT but, due to his experience in VIP handling, also has a leading role in this sector as Chairman of the WAVF cooperation (World Airport VIP Forum). Munich Airport’s service orientation is reflected in an excellent Skytrax ranking. Since 2005 Munich Airport has been awarded Europe’s Best Airport six times.


Day 2 - 26 March
Session: Customer Service & Passenger Experience

09:35 - 10:00 - Feel fine in the terminal – an architect's and operational manager's approach
Synopsis: 'Feel fine' becomes the key issue for passengers' convenience in the terminal.

Audience will learn:

• Feel fine - what does it mean
• Architect's approach
• Operational approach
• Munich's solution