Speaker Biograghy: Damien is a career aviation specialist with 20 years of experience. He has focused on market research, forecasting and management consultancy within the airline, cargo, catering, ground handling and airport industries. Damien is a founding member of DKMA (in 2005), where he developed and manages the global Airport Service Quality initiative. Before setting up DKMA, Damien worked at Zurich Airport in the international business development team. Prior to that, Damien worked in an international consulting company leading projects worldwide with a focus on improving quality and business process in the airport and airline industries.


Day 1 - 25 March
Session: Customer Service & Passenger Experience

12:10 - 12:35 - Beyond waiting times – improving passenger satisfaction with airport security
Synopsis: When it comes to improving levels of satisfaction with security, most airports focus on shortening the queues. This is expensive and although it can help, research shows that having very short queues does not guarantee high levels of passenger satisfaction. There is an alternative: providing the level of service that passengers want. We will present the key findings of our passenger research to help airports understand what passengers want/expect from the security process. Learn what drives satisfaction with airport security and how to manage expectations, and see best practices from airports around the world.

Audience will learn:

• What drives passenger satisfaction with airport security
• What different groups of passengers want from security
• How to manage passenger perceptions and expectations of waiting times
• Examples of how airports can influence perception of waiting times
• What drives passenger satisfaction with sense of security