Speaker Biograghy: Jan Golab has been an aviation enthusiast since childhood. At 17 years old he obtained a private pilot licence (PPL). Jan holds a Master of Science in Aeronautical Engineering. While continuing his studies, Jan took part in an apprenticeship programme with the Polish ANSP. After joining Warsaw Chopin Airport Jan worked in Airport Operations, Air Operations Safety and Passenger Handling Services. Jan was the Deputy Chairman of the airport’s UEFA EURO 2012 Coordination Body, being directly responsible for overseeing the collaborative processes. Currently Jan co-manages the A-CDM programme and is a permanent member of the Airports Operational Committee. He works as a Junior Manager responsible for development and implementation of new technologies supporting handling processes and enhancing service quality. Personal facts: In his spare time, Jan is teaching courses on Airport Terminal Management at Pultusk Academy. He is recently married. Jan plays the piano, favouring works by Beethoven, Chopin and Gershwin.


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

12:15 - 12:40 - Some great ideas for an efficient and friendly airport
Synopsis: While traffic was growing, with new carriers commencing operations and the home carrier introducing 787s, Chopin Airport had to undertake a major overhaul of its terminal, resulting in nearly 50% of its check-in, security, transfer and sorting capacity temporarily closed. Despite this apparently grim picture, passenger satisfaction levels have remained high, with operations running efficiently and smoothly. This was possible due to the introduction of some small but unique and innovative solutions and ideas that made it possible for the staff to work more efficiently and the passengers to keep enjoying the experience. Little things that make big change.

Audience will learn:

• Description of the challenges we were facing and how we approached them
• How we identified potential problems – organisational and technical aspects
• What solutions were possible and why we did not choose them
• Why have we developed the 'smart' solutions and their impact on current and future operations
• How to manage the apparently unmanageable