Speaker Biograghy: Craig has over 30 years of experience in environmental, aviation and strategic planning. With graduate degrees from the University of Virginia and the Olin Graduate School of Business, he is a leader in the field of ground access planning and analysis for large airports. In his current position with the Massachusetts Port Authority, his recent accomplishments include planning, permitting and business agreements for a new consolidated rental car facility, developing cost-effective ground-access programmes and developing parking forecasts.


Day 1 - 25 March
Session: Airport Cities and Transport Connections

10:40 - 11:10 - Redefining ground access: integrating business practices, customer service and technology
Synopsis: Effective airport ground access programmes are a function of good business practices, recognition of customer service needs, and the deployment of appropriate technology. Airport authorities must understand passenger preferences and demographics, and maintain appropriate business standards as they develop efficient, cost-effective, sustainable ground-access programmes. Using the knowledge gained during the development of a strategic plan for Logan Airport, this presentation will identify the types of data, analysis and objectives that are required to develop long-range ground-access initiatives.

Audience will learn:

• How to identify air passenger customer service expectations
• Developing business metrics for evaluating ground access programmes
• Understanding how passenger demographics affect the propensity to use ground-access modes
• How to effectively deploy technology to support ground-access programmes