Speaker Biograghy: Reg leads the Customer Care Team at YVR, overseeing all aspects of the passenger experience and customer service airport-wide. From ensuring ease of wayfinding, to cleaning the terminal to the highest standards, to strategically deploying ‘the human touch’ at key decision points via customer concierges, helplines and a 500-strong Green Coat volunteer base, the team is honoured to be the passengers’ choice as the #1 Airport in North America for four years running (SkyTrax). With a background in customer relationship marketing and experience management, Reg and team have partnered with InterVISTAS and AtSENCE to measure and further improve the passenger experience, including employing traditional survey methodology, as well as applying Bluetooth and wi-fi technologies, to better understand passenger flows and uncover useable insights.


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

15:15 - 15:40 - The use of wi-fi and Bluetooth passenger flow measurement to improve the passenger experience
Synopsis: A discussion of the use of wi-fi and Bluetooth passenger flow measure tools to better understand the airport’s passenger experience and to direct initiatives to improve customer satisfaction. Discussion will examine the use of the information to: improve facilities, processes and signage; work with stakeholders and partners to improve efficiency; monitor real-time processing and mitigate problems as they arise; and develop the retail and food and beverage offering. The presentation will draw from real experiences from the Vancouver Airport Bluetooth passenger measurement system.

Audience will learn:

• An appreciation for the breadth of information that can be developed from wi-fi and Bluetooth measurement
• Techniques for sharing the data with airport partners to the mutual benefit of customers, the airport and the partners
• Methods to improve operational efficiency based on real-time process information