Gatwick Airport Ltd

Speaker Biograghy: Bronwen moved into the role of Head of Six Sigma in December 2011, leading a team of Change Managers whose key functions are to improve service and increase value and efficiency across the airport. A business studies graduate, Bronwen has worked in aviation for over 20 years, fulfilling a variety of operational roles at both Gatwick and Heathrow before moving into capital development, where her key focus was baggage projects.


Day 1 - 25 March
Session: Passenger Processing, Check-in & Self-Service

09:35 - 10:00 - Self-service check-in: improving passenger experience
Synopsis: Gatwick has undertaken extensive market research, exploring what our passengers expect from airports in the next 10 years. A key area for passengers is to improve the check-in experience, reflecting the market shift towards self-service. With 90 airlines serving over 200 destinations, and constrained physical space, common-use solutions are critical to success. The presentation follows Gatwick’s journey from research through to successful operational trials with multiple vendors and multiple airlines, to find a truly common-use self-service solution to improve passenger experience.

Audience will learn:
Day 1 - 25 March
Session: Passenger Processing, Check-in & Self-Service

13:05 - 13:30 - Panel Discussion: CUPPS (common) vs SUPPS (shared) vs ASPPS (airline-specific) passenger processing systems – what is best for the passenger, airport and airline?
Synopsis: To facilitate common-use management of terminals, many airports have, are or plan to implement CUPPS (common) or SUPPS (shared) use passenger processing systems to replace ASPPS (airline-specific) passenger processing systems. This session will explore the reasons why airports want these systems, and why airlines often object to them.

Audience will learn: