Air France/KLM

Speaker Biograghy: Cees joined KLM Royal Dutch Airlines in 1969, where he held various positions in the Netherlands as well as abroad. He was appointed Director of KLM Systems Services in July1999 and was responsible for the worldwide marketing of ICT products and services. Some of these products and services concern the hosting of over 40 ground handlers and airlines that depend on KLM's Departure Control System, Codeco. During this period, ‘innovation’ became his middle name – innovation of passenger handling processes by promoting e-services. This quality has proved of great value to all stakeholders: airports, airlines and passengers. Cees was seconded to the SkyTeam Airline Alliance Management office from November 2009 until February 2011, before taking his present position at Air France KLM.


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


14:50 - 15:15 - Empower frontline staff through mobile solutions
Synopsis: A service agent does not need a desk to offer excellent service. Customer service at airports is becoming more proactive. We serve and solve on the spot instead of referring to yet another queue.

Audience will learn: