Speaker Biograghy: Ali Bora İşbulan graduated from Bosphorus University, Department of Mechanical Engineering in 1998 and received his MBA in 2000 and Master’s degree in Industrial Engineering in 2002 from Texas University. He began his professional career at Yeşim Tekstil and worked in various managerial positions assuming responsibilities in internal audit, international projects and production between 2002 and 2010. He served as Egypt Country Director at Yeşim Tekstil before joining TAV. Ali Bora İşbulan joined TAV Airports in 2010 and he is serving as the General Manager of TAV Operation Services, which handles operations regarding commercial area allocation, leasing of advertisement and promotion areas, TAV Primeclass, CIP Lounge Operations, TAV Tourism, TAVPort Travel Portal, TAV Passport loyalty card programme at the airports operated by TAV in Turkey, Georgia, Tunisia and Macedonia. İşbulan has attended various local and global conferences as a guest speaker, delivering speeches and giving seminars on change management and lean thinking.


Day 2 - 26 March
Session: Commercial Development, Retail & Media

13:00 - 13:30 - Conversion of passenger services to a successful loyalty programme that provides privileges at the airport
Synopsis: The airport companies cannot touch the passengers directly. All the connection between the passenger and the airport company is complaint/comment feedback specialised on the operational subjects (such as; findings, cleaning, airlines problems, etc.). This creates a lack of information to develop the company strategies and improve new products to making passengers’ travel easier. We have been able to touch the passenger directly and get their to behaviour while travelling, though a membership programme that provides – among other benefits – fast track, car park benefits, lounge services and transportation benefits. In the end, in addition to our B2B customer profile, we gained more than 12,000 satisfied B2C members.

Audience will learn:

• How to increase non-aeronautical revenues and divert airport management from B2B to B2C
• How to make travel easier at the airport
• How to implement a loyalty membership