Speaker Biograghy: As CEO, Tom oversees Air Serv Corporation's growth strategy and execution while building on the company's values of integrity and service excellence. Before joining Air Serv Corporation, Tom was the President and Chief Operating Officer of AHL Services Inc. During his six years there, he was instrumental in helping the company’s US business grow from $60 million to $600 million. Prior to joining AHL Services, Tom was Vice President of Sales and Marketing for the Fountain Division of The Coca-Cola Company. While at The Coca-Cola Company, he rebuilt and restructured that division and established the field marketing organisation. Prior to Coca-Cola, Tom served in a variety of marketing and operational management roles, including Vice President of Apple Computer Corporation and PepsiCo.


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

11:25 - 11:50 - Increasing brand value by enhancing the passenger experience
Synopsis: In July 2013 Heathrow Airport launched its first-to-the-market Passenger Service Ambassadors with selected service provider Omniserv, the UK trading division of Air Serv Corporation. This unprecedented commitment by an airport operator to elevating the end-to-end customer experience is enabling Heathrow Airport to achieve its vision of being Europe’s Hub of Choice. In the presentation we will explore how the value of Brand Heathrow is increasing through elevating service and adding value to the airport experience throughout the passenger journey at Heathrow.

Audience will learn:

• Commitment to consistently excellent service throughout departures, arrivals and connections journeys – joining up the end-to-end passenger experience
• Elevating standards of performance = customer preference
• Introduction of innovative technology – capturing data in real time, scanning social media and enabling proactive deployment of manpower
• The link between elevated standards and the increasing value of Brand Heathrow
• The positive impact of a seamless experience on other revenue streams such as retail and F&B