Hugh Best, Implementation Manager, Fast Travel Program, IATA, Switzerland

Speaker Biograghy: Best has a strong background in ground-handling operations, built up in Europe at airports in the Netherlands, Italy and Belgium. After this he experienced first-hand the challenges of bringing an off-line industry online at KLM Royal Dutch Airlines. For the past seven years he has worked at IATA dealing with TIMATIC, the travel information manual for passport and visa information for airlines. He is now responsible for IATA’s Fast Travel Program, which is where all forms of self-service at an airport come together.


Day 2 - 26 March
Session:
IATA Day


10:00 - 10:30 - Drivers for customer satisfaction
Synopsis: What will the passenger journey look like in the coming years? How will it change and what does the passenger want? The presentation will cover passenger survey highlights; 14 steps of passenger journey; project developments moving the passenger forward; automated check-in and NFC; home-printed baggage tags; and regulatory restraints. This sets the scene about how airports/airlines and passengers have changed and are continuing to change. IATA and its various departments can help all parties to make that change.

Audience will learn: