Speaker Biograghy: Andy joined CIAL in 2010 with extensive executive operations, logistics and marketing experience. His team is responsible for all aspects of airport infrastructure and operations, including meeting all audit requirements for a Category 8 airport. Andy also oversees the Shared Services team incorporating Human Resources, Health & Safety and the Marketing team for CIAL. Responsibilities: Marketing, Health & Safety, Human Resources; operational quality management and compliance; Airport Services; Integrated Operations Centre; Propel Asset Services; Airport Fire Service; Airfield Operations and Wildlife; Security; Emergency Response and management.


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

15:15 - 15:40 - Enhancing the passenger experience after a natural disaster
Synopsis: How has Christchurch International Airport enhanced the passenger experience since the devastating earthquake in 2011? What were the lessons learned from the disaster, and how did we build those into our new way of doing business and enhancing the entire experience for all our customers while in the airport?

Audience will learn:

• Lessons learnt from an earthquake
• Are our exercises only about plane crashes?
• What we did to enhance the airport experience
• Different ways to make a difference
• The power of One Team

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