Hamburg Airport

Speaker Biograghy: Michael is a graduate from the University of St. Gallen, Swizerland. He joined Hamburg Airport as Managing Director in 2003 and assumed his current role in 2005. Starting his professional career at Crossair in various management positions, he took over a senior management role at Swissair. He was Member of the Executive Board at Swissair, and in his last role was responsible for sales and marketing in Swissair's home market, Switzerland. He was President of the German Airports Association ADV from 2007 to 2010, and is a member of the Executive Board of ACI-Europe. Personal fact: Michael is married and has two children.


Day 1 - 25 March
Session:
Passenger Processing, Check-in & Self-Service


15:20 - 15:45 - Hamburg Airport – keeping the customer in mind despite increased self-service
Synopsis: On a daily basis more than 400 aeroplanes arrive and depart at Hamburg Airport. For over 100 years Hamburg Airport has provided mobility to numerous passengers. Due to the fast-changing times, Hamburg Airport is facing challenges as well as opportunities. The implementation of automation, such as remote check-in, bag-drop, self-boarding, etc., leads to faster and optimised processes for customers and airports. However, the customer might feel a lack of identification with the airport, because the customer is not a machine, despite increased automation. This needs to be remembered and focused on.

Audience will learn:
Day 1 - 25 March
Session:
Passenger Processing, Check-in & Self-Service


17:00 - 17:30 - Panel Discussion: The future of passenger processing - what can make the experience even better?
Synopsis: With all the changes that have taken place within the past 10 years in terms of passenger, baggage and general airport processes, what can we expect for the next 10 years to come? What does this mean for airports in terms of terminal layout and requirements on city side, landside and airside? What should we plan for? Will all these changes mean a better experience for passengers? How can we make sure it does?

Audience will learn: