Speaker Biograghy: Willie was appointed Product Development Director at Gatwick in December 2011. He has been at Gatwick since February 2006 and has performed a number of operational and development roles, most recently leading the Six Sigma Change Team. Willie joined GAL from Kimberly-Clark Europe, where he led the supply chain restructuring for the business-to-business division. Previously he worked in operations management with Coats Viyella, and shipbuilding with GEC Marine. Willie has a degree in Business Economics and a MBA from Cranfield School of Management.


Day 3 - 27 March
Session: Customer Service & Passenger Experience

09:05 - 09:35 - Passenger experience strategy and segmentation in a competitive market
Synopsis: Following BAA’s sale of Gatwick in 2009, under the ruling from the Competition Commission, Gatwick Airport has been free to compete. This presentation explains one of the strategic changes taken by the new owners to compete for market share in the London system; breaking away from a legacy approach to infrastructure development to a customer- and passenger-focused improvement plan. Through extensive passenger research and gathering of market intelligence, a targeted approach was developed, utilising a balanced application of improvements in people, process, technology and infrastructure to gain competitive advantage.

Audience will learn:

• Translating thorough passenger research into improvement plans that give competitive advantage
• Defining the airport experience and product strategy through passenger segmentation
• Taking a different strategic approach to airport capacity and capability
• Balancing stakeholder needs and commercial focus with passenger expectations