Speaker Biograghy: Ken joined DIA in 2009 as the Senior Advisor to the Manager of Aviation, Kim Day. His responsibilities include the management of airfield operations and the ramp tower, the terminal and concourses, airport safety, airport security, environmental services, emergency planning and management, and the police, fire and paramedics units at the airport. He is also the principal liaison with the Transportation Security Administration, Customs and Border Protection, and the FBI. Ken's career includes 17 years with the Port Authority of New York and New Jersey, the bi-state agency that manages transportation facilities in the New York metropolitan region. His last position with the agency was Assistant Director, Operations for the Port Authority's airport system, which includes LaGuardia, Kennedy, Newark and Teterboro Airports.


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

15:40 - 16:05 - Providing customer service during emergency operations
Synopsis: An overview of the critical elements of providing service to passengers during emergency operations. The presentation will focus on the development of a plan that will address considerations such as coordinating services both on and off the airport, addressing the needs of stranded passengers, communications and the effective utilisation of staff resources. It will also include a review of training that is provided to employees, and steps that are taken to re-establish normal operations.

Audience will learn:

• The key elements of a comprehensive plan that addresses passenger needs in an emergency situation

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

16:05 - 16:35 - Panel Discussion: Airport terminal evacuation, sheltering-in-place, and repopulation
Synopsis: A panel of airport, airline and consultant experts will discuss best practices for responses to incidents in airport passenger terminals. The focus will be on planning for and managing terminal evacuations, sheltering-in-place, and repopulation. Natural and man-made disasters can cause these responses, and evacuation and sheltering-in-place are major components of risk management and business continuity. - Best practices for airport passenger terminal evacuations - Best practices for airport passenger terminal sheltering-in-place - Repopulation procedures after evacuation or sheltering-in-place - Planning tools to ease preparation for terminal responses to emergencies

Audience will learn:

• Best practices worldwide for managing incidents in airport terminals that require evacuation or sheltering-in-place
• How customer service is enhanced by excellent preparedness for terminal incident responses
• Repopulation is not just reversing terminal evacuation or sheltering-in-place
• The importance of planning for and practising repopulation procedures
• The benefits of broad stakeholder involvement in planning for and managing evacuations, sheltering-in-place and repopulation