Speaker Biograghy: Nigel is Senior Vice President Information Services at InterVISTAS, where he leads the delivery of the firm’s market information, revenue management and automated passenger flow monitoring systems. He is a 30-year veteran of the aviation industry, with extensive experience working and consulting for airlines and airports around the globe. He specialises in the development and use of practical mathematical and statistical models to provide clients with the insight they require to better serve their customers.


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